IT Service Management & Service Desk Operations (ITIL 4 aligned)

Service desk and IT service management skills: incident, problem, change and request practices with practical ticketing labs and the ITIL 4 Foundation exam voucher included.

28 instructor-led hoursUniversity professors & industry experts6 modulesIT & CybersecurityLive online, instructor-led (virtual classroom)
Total hours
28 h
Format
Live online, instructor-led (virtual classroom)
Price per person (excl. HST)
$2,690 per person
You pay per person if approved (<100 staff)
$449 per person

Meets Ontario Job Grant provider criteria — funding subject to Ministry approval. Mastery Mentors has delivered this training for more than two years, and it is delivered by university professors and senior industry practitioners who exceed the program's instructor requirements; your instructor is named in your written quote. The Ministry assesses every application and makes all eligibility and funding decisions.

What your employees will be able to do

  • Apply ITIL 4 concepts and guiding principles to real service desk work
  • Log, prioritize and resolve incidents and requests against SLAs
  • Support change enablement and maintain configuration records
  • Pass the ITIL 4 Foundation exam (voucher included)

Curriculum: 6 modules · 28 hours

#Module and topicsHours
1Service management concepts
Value, outcomes, costs, risks; the service value system
4 h
2ITIL 4 guiding principles & value chain
Guiding principles, four dimensions, value chain activities
5 h
3Incident, problem & request management
Practices with ticketing-tool labs, SLAs, prioritization
6 h
4Change enablement & service configuration
Change types, change authority, CMDB basics
4 h
5Service desk operations & metrics
Knowledge base, escalation, KPIs and reporting
5 h
6Capstone project & practical assessment
Service-desk simulation and ITIL 4 Foundation practice exams
4 h
Total instructor-led hours28 h

Delivery & schedule

FormatLive online, instructor-led (virtual classroom): real-time sessions with your instructor, virtual labs and simulators. On-site at your workplace in Ontario available on request.
Typical schedule5 weeks part-time (2 × 3 h/week) or 4 full online days; scheduled around your operations and always completed well within the Ontario Job Grant's 52-week limit
Class sizeMaximum 12 trainees
StartOnly after your Ontario Job Grant application is approved and your agreement is in effect

Who teaches this program

Delivered by university professors and senior industry practitioners. Your assigned instructor's name, credentials and experience are confirmed in your written quote, matched to your program and schedule.

Ontario Job Grant instructor minimumAt least 48 months of relevant work experience in the last 10 years, or at least 24 months of relevant experience plus a relevant degree, college diploma or Certificate of Qualification (plus any certification a regulator requires for the subject)
Mastery Mentors standardA graduate degree (master's or doctorate) in a relevant field, university or college teaching experience, and relevant industry experience above the Ontario Job Grant minimum
In your quoteInstructor name, degree(s), teaching and industry experience, and any required certification — the details your Ontario Job Grant application asks for

Assessment & certification

AssessmentPre/post skills assessment; module quizzes; practical labs; graded capstone (Service-desk simulation and ITIL 4 Foundation practice exams); pass mark 70% and 90% attendance
CertificatePrepares for ITIL 4 Foundation (PeopleCert) — exam voucher included; plus Mastery Mentors certificate of completion
External examPeopleCert ITIL 4 Foundation exam voucher included in price (≈$500 CAD; itemized on your quote as an examination fee, an OJG-eligible cost; vendor prices in USD may change)

The course price includes the exam voucher. On your quote it is shown as a separate examination-fee line, an eligible cost under the Ontario Job Grant (guidelines s.3.2). Vendor exam prices are set by the vendor (often in USD) and may change; the voucher must be used within the vendor's validity period.

Who it's for

Built to move people into a new or better job:

Help Desk AgentService Desk / ITSM Analyst

Also suitable for new hires who need these skills to start in the role.

What's included in the price

  • PeopleCert ITIL 4 Foundation exam voucher (included in the price)
  • Taught by university professors and senior industry practitioners (graduate degree + teaching experience); your instructor is named in the quote
  • Instructor-led delivery, maximum 12 trainees per class
  • All course materials, lab/software access and practice files
  • Pre- and post-training skills assessment with a results report for the employer
  • Module quizzes, practical labs and a graded capstone project
  • One re-sit of the final assessment at no extra charge
  • 60 days of post-training instructor Q&A support
  • Mastery Mentors certificate of completion with total hours
  • Attendance, assessment and completion records for Ontario Job Grant reporting

Ontario Job Grant estimate (only if your application is approved)

EmployerCourse price per personGrant per person (est., if approved)You pay per person (est., if approved)
Fewer than 100 employees$2,690−$2,241$449
100 or more employees$2,690−$1,345$1,345
Hiring an eligible previously unemployed person (<100 staff)$2,690−$2,690$0

The course price is what we charge; grant figures are estimates that apply only if the employer's Ontario Job Grant application is approved by the Ministry. Funding is limited and not guaranteed. All amounts are per person, CAD, excl. HST. Based on the guidelines in effect since May 1, 2026. Training starts only after approval.

Why this program fits the Ontario Job Grant

  • Job-specific technical skills tied to a defined role — not leadership, soft-skills or legally mandated training.
  • A full 28-hour program with a documented, module-by-module curriculum — not a workshop or conference.
  • Clear, measurable learning outcomes with pre/post assessment you can report on.
  • Transparent public price that compares cleanly with the other quotes you collect.
  • Delivered for 2+ years by an Ontario provider, taught by university professors and industry experts.

Provider documents for your application. With your quote we send the curriculum, learning outcomes, schedule, itemized costs and the assigned instructor's name and qualifications — the training details the Ministry requires from training providers. You complete and submit your own application. We don't charge for this, it is not part of the course price, and we don't act as an application consultant.

Related programs

More in IT & Cybersecurity
IT & Cybersecurity

Cybersecurity Technician (CompTIA Security+ aligned)

Cybersecurity technician skills — threats, secure architecture, security operations and incident response — aligned to CompTIA Security+, with the exam voucher included (provider is not CompTIA).

Meets Ontario Job Grant provider criteria — funding subject to Ministry approval

42 hours7 modulesLive onlineExam voucher included
Price per person (CAD, excl. HST)$4,290 per person
You pay per person if approved · <100 staff$715
You pay per person if approved · 100+$2,145
IT & Cybersecurity

IT Support Technician (CompTIA A+ aligned)

IT support skills — hardware, operating systems, networking basics and troubleshooting — aligned to CompTIA A+ Core 1 and Core 2, with both exam vouchers included (provider is not CompTIA).

Meets Ontario Job Grant provider criteria — funding subject to Ministry approval

60 hours7 modulesLive onlineExam voucher included
Price per person (CAD, excl. HST)$5,190 per person
You pay per person if approved · <100 staff$865
You pay per person if approved · 100+$2,595
IT & Cybersecurity

SOC Analyst & Incident Response

Security operations: SIEM monitoring, alert triage, threat hunting and incident handling.

Meets Ontario Job Grant provider criteria — funding subject to Ministry approval

56 hours7 modulesLive online
Price per person (CAD, excl. HST)$4,790 per person
You pay per person if approved · <100 staff$799
You pay per person if approved · 100+$2,395

Get a quote ready for your grant application

Tell us the course and number of trainees. We'll send a written quote with the module-by-module outline, costs and instructor qualifications the Ministry asks training providers for.

Request a quoteEstimate your grant