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課堂錄影隨時睇 10 大優點之地點方便:本中心位於旺角、觀塘、北角、沙田及 屯門,就近港鐵站!

ITIL® Intermediate : Service Transition (ST)

  • 課程時間
  • 課程簡介
  • 課程特點
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  • 課程內容
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本中心為 ITIL® 官方授權教育中心,課程以認可導師及教材教授。

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免費試睇: 首 3 小時,請致電與本中心職員預約。 查看各地點電話
旺角 2332-6544
觀塘 3563-8425
北角 3580-1893
沙田 2151-9360
屯門 3523-1560
免費重睇: 學員可於享用時期內於報讀地點不限次數地重看課堂錄影,從而可反覆重溫整個課程!
導師解答: 學員可於觀看某一課堂錄影後提出課堂直接相關的問題,課程導師會樂意為學員以單對單的形式解答!
合格保障: 半費重考。開始觀看最後 1 堂之 1 個月內為保障期限。請務必向本中心購買考試券。
課時: 21 小時
享用時期: 可於報讀日至 4 星期內觀看整個課程,另加 3 星期備用時期。進度由您控制,可快可慢。
課堂錄影導師: Franco (任教課程清單)
課堂錄影隨時睇: 詳情及示範片段


本中心為 ITIL® 官方授權教育中心,課程以認可導師及教材教授。

IT Infrastructure Library (ITIL®) 由英國政府的電腦和電信局 (The Central Computer and Telecommunications Agency) 所開發。ITIL® 制定一系列 IT 服務管理架構,有效而靈活地運用資源,提升服務水平,實現服務價值。

ITIL® 認證分為四個級別,分別為 ITIL® Foundation, ITIL® Intermediate, ITIL® Expert 及 ITIL® Master。 ITIL® Intermediate 是 ITIL® 的中級課程,亦是成為ITIL® Expert的必經之路。

ITIL® 的認證體系是採用「積分制」的方式計算,每個 ITIL® 認證都有一定的積分,例如ITIL® Foundation值 2 分,ITIL® Intermediate :Service Transition值 3 分。累計達22分就可以取得 ITIL® Expert 資格。詳情可參考下圖。



課程時數: 21 小時
授課語言: 以廣東話為主,輔以英語
課程筆記: 本中心導師親自編寫英文為主筆記,而部份英文字附有中文對照。

本中心為 ITIL® 官方授權教育中心,課程以認可導師及教材教授。

1. ITIL® 認可導師: 專業ITIL® 認可導師教授。
2. ITIL® 認可教材: 本課程會使用本中心編制的ITIL® 認可教材教授。
3. 考試合格保障: 本中心 ITIL® Intermediate: Service Transition 學員於第一次考 ITIL® Intermediate : Service Transition 若不合格,可申請半費重考 ITIL® Intermediate : Service Transition 一次,但必須符合下列的三項要求:
1. 於 ITIL® Intermediate : Service Transition 出席率須達 100%。 (ITIL® 官方要求)
2. 必須到臨本中心完成網上練習。
3. 於上課結束日之 1 個月內作出申請。
4. 免費重讀: 傳統課堂學員可於課程結束後三個月內免費重看課堂錄影。

本中心為 ITIL® 官方授權教育中心,課程以認可導師及教材教授。

ITIL® Intermediate : Service Transition 是高級證書。高級證書意即你不能直接考取 ITIL® Intermediate : Service Transition,而必須首先考取到 ITIL® Foundation v3 或以上,才可考取 ITIL® Intermediate : Service Transition!

取得合格成績後,就獲頒 ITIL® Intermediate: Service Transition 證書。

考試費及向授權機構安排考試的行政費 : HK$3,400 (可在本中心應考)

欲知道作答時間、題目總數、合格分數等詳細考試資料,可瀏覽本中心網頁 "各科考試分數資料"。



本中心為 ITIL® 官方授權教育中心,課程以認可導師及教材教授。


1 ITIL® qualification scheme
1.1 Levels of qualifications
1.2 Levels of difficulties
1.3 Prerequisite
1.4 Eligibility for examination
1.5 Format of the examination

2 Quoted ITIL® text from core publications

3 Service management as a practice
3.1 Services
3.2 Service Providers
3.3 Internal and External Customers
3.3.1 Internal Customers
3.3.2 External Customers
3.3.3 Compare Internal Customers and External Customers
3.4 Users
3.5 Suppliers
3.6 Internal and External Services
3.7 Core, enabling and enhancing services
3.8 Service Management
3.9 IT Service Management
3.10 Stakeholders
3.11 Assets, resources and capabilities
3.12 Processes
3.12.1 Input, process and output of processes
3.13 Functions
3.13.1 Utility and Warranty
3.14 Service Portfolio
3.15 Knowledge management and the SKMS

4 Introduction to service transition (ST01)
4.1 The purpose and objectives of service transition
4.2 The scope of service transition and the processes within service transition
4.3 Value to business
4.4 The context of service transition in the ITIL service lifecycle
4.4.1 Service strategy
4.4.2 Service design
4.4.3 Service transition
4.4.4 Service operation
4.4.5 Continual service improvement
4.4.6 Service lifecycle

5 Service transition principles (ST02)
5.1 Formal policy for service transition
5.1.1 Formal policy
5.1.2 Implement service changes through service transition
5.1.3 Adopt a common framework and standards
5.1.4 Maximize re-use of established processes and systems
5.1.5 Align service transition plans with the business needs
5.1.6 Establish and maintain relationships with stakeholders
5.1.7 Establish effective controls and disciplines
5.1.8 Provide systems for knowledge transfer and decision support
5.1.9 Plan release packages
5.1.10 Anticipate and manage course corrections
5.1.11 Proactively manage resources across service transitions
5.1.12 Early involvement in the service lifecycle
5.1.13 Assurance of the quality of the new or changed service
5.1.14 Improve quality during service transition
5.2 Optimizing service transition performance
5.2.1 Alignment with the business and IT plans
5.2.2 Performance of service transition
5.3 Service transition inputs and outputs

6 Service transition processes (ST03)
6.1 Transition planning and support
6.1.1 Purpose and objective
6.1.2 Scope
6.1.3 Value to business
6.1.4 Policies, principle and basic concepts
6.1.4.1 Service transition shaping
6.1.4.2 Release policy
6.1.5 Process activities, methods and techniques
6.1.6 Triggers, inputs, outputs and interfaces
6.1.7 Critical success factors and key performance indicators
6.1.8 Challenges and risks
6.2 Change Management
6.2.1 Purpose and objectives
6.2.2 Scope
6.2.3 Value to business
6.2.4 Policies, principles and basic concepts
6.2.4.1 Policies
6.2.4.2 Service change design and planning considerations
6.2.4.3 Change request types
6.2.4.4 Records in change management
6.2.4.5 Change models
6.2.4.6 Change proposals
6.2.4.7 Standard changes
6.2.4.8 Remediation plan
6.2.5 Process activities, methods and techniques
6.2.5.1 Review, assess and evaluate RFCs and changes
6.2.5.2 Authorize changes
6.2.5.3 Release, build and test
6.2.5.4 Change deployment
6.2.5.5 Close change records
6.2.5.6 Change advisory board (CAB)
6.2.5.7 Emergency changes and emergency change advisory board (ECAB)
6.2.6 Triggers, inputs, outputs and interfaces
6.2.7 Critical success factors and key performance indicators
6.2.8 Challenges and risks
6.3 Service asset and configuration management (SACM)
6.3.1 Purpose and objectives
6.3.2 Scope
6.3.3 Value to business
6.3.4 Policies, principles and basic concepts
6.3.4.1 Policies
6.3.4.2 Basic concepts
6.3.5 Process activities, methods and techniques
6.3.6 Triggers, inputs, outputs and interfaces
6.3.6.1 Triggers
6.3.6.2 Inputs
6.3.6.3 Outputs
6.3.6.4 Interfaces
6.3.7 Critical success factors and key performance indicators
6.3.8 Challenges and risks
6.3.8.1 Challenges
6.3.8.2 Risks
6.4 Release and deployment management
6.4.1 Purpose and objectives
6.4.2 Scope
6.4.3 Value to business
6.4.4 Policies, principles and basic concepts
6.4.4.1 Release Unit and release package
6.4.4.2 Designing release
6.4.4.3 Deployment options
6.4.4.4 Release and deployment model
6.4.5 Process activities, methods and techniques
6.4.5.1 Release and deployment planning
6.4.5.2 Release build and test
6.4.5.3 Deployment
6.4.5.4 Review and close
6.4.6 Trigger, inputs, outputs and interfaces
6.4.6.1 Trigger
6.4.6.2 Inputs
6.4.6.3 Outputs
6.4.6.4 Interfaces
6.4.7 Critical success factors and key performance indicators
6.4.8 Challenges and risks
6.4.8.1 Challenges
6.4.8.2 Risks
6.5 Service validation and testing
6.5.1 Purpose and objectives
6.5.2 Scope
6.5.3 Values to business
6.5.4 Policies, principles and basic concepts
6.5.4.1 Policies
6.5.4.2 Service validation
6.5.4.3 Service testing
6.5.4.4 Operation testing
6.5.4.5 User testing
6.5.4.6 Testing approaches
6.5.4.7 Testing types
6.5.5 Process activities, methods and techniques
6.5.5.1 Plan and design tests
6.5.5.2 Verify test plans and test design
6.5.5.3 Prepare test environment
6.5.5.4 Perform tests
6.5.5.5 Test clean up and closure
6.5.6 Triggers, inputs, outputs and interfaces
6.5.6.1 Trigger
6.5.6.2 Inputs
6.5.6.3 Outputs
6.5.6.4 Interfaces
6.5.7 Information management
6.5.8 Critical success factors and key performance indicator
6.5.9 Challenges and risks
6.5.9.1 Challenges
6.5.9.2 Risks
6.6 Change evaluation
6.6.1 Purpose and objectives
6.6.2 Scope
6.6.3 Value to business
6.6.4 Policies, principles and basic concepts
6.6.5 Process activities, methods and techniques
6.6.5.1 Terms in change evaluation
6.6.5.2 Unintended effects
6.6.5.3 Evaluation of predicted performance and actual performance
6.6.5.4 Evaluation reports
6.6.6 Trigger, inputs, outputs and interfaces
6.6.6.1 Trigger
6.6.6.2 Inputs
6.6.6.3 Outputs
6.6.6.4 Interfaces
6.6.7 Critical success factors and key performance indicators
6.6.8 Challenges and risks
6.6.8.1 Challenges
6.6.8.2 Risks
6.7 Knowledge management
6.7.1 Purpose and objectives
6.7.2 Scope
6.7.3 Value to business
6.7.4 Policies, principles and basic concepts
6.7.4.1 Data, information, knowledge and wisdom structure
6.7.5 Process activities, methods and techniques
6.7.5.1 Manage knowledge directions
6.7.5.2 Establish data, information and knowledge requirements.
6.7.6 Triggers, inputs, outputs and interfaces
6.7.6.1 Triggers
6.7.6.2 Inputs
6.7.6.3 Outputs
6.7.6.4 Interfaces
6.7.7 Critical success factors and key performance indicators
6.7.8 Challenges and risks
6.7.8.1 Challenges
6.7.8.2 Risks

7 Managing people through service transition (ST04)
7.1 Managing communications and commitment
7.1.1 Communication plan
7.1.2 Methods of communication
7.1.3 Communication path
7.2 Managing organization and stakeholder change
7.2.1 Emotional cycle of change
7.2.2 Ingredients of changes
7.2.3 Organizational culture
7.2.4 Plan and implement change
7.2.5 Outputs of change
7.2.6 Outsourcing changes
7.2.7 Methods and techniques
7.2.7.1 J.P. Kotter’s eight steps to transform your organization
7.2.7.2 Kotter and Schlesinger’s strategies
7.2.7.3 Individuals’ resistance
7.3 Stakeholder management strategy
7.3.1 Stakeholders analysis
7.3.2 Stakeholders change

8 Organizing for service transition (ST05)
8.1 The best way to organize service transition?
8.2 Organizational structures in service transition
8.2.1 Organizing service transition in small organization
8.2.2 Organizing service transition in larger organization
8.3 Organizational context
8.4 Roles
8.4.1 Generic roles
8.4.1.1 Generic service owner
8.4.1.2 Generic process owner
8.4.1.3 Generic process manager
8.4.1.4 Generic process practitioner
8.4.2 Other topics of roles
8.4.2.1 Service transition manager
8.4.2.2 Change initiator
8.4.2.3 Change authority
8.4.2.4 CAB chair
8.4.2.5 Configuration analyst
8.4.2.6 Configuration Librarian
8.4.2.7 Release packaging and build practitioner
8.4.2.8 Deployment practitioner
8.4.2.9 Early life support practitioner
8.4.2.10 Build and test environment manager
8.4.3 Service transition relationship with other lifecycle stages

9 Technology considerations (ST06)
9.1 Technology considerations in change management, service asset and configuration management and release and deployment management
9.2 Technology considerations in knowledge management
9.2.1 Collaboration
9.2.2 Workflow management tools
9.3 Configuration management system

10 Implementing and improving service transition (ST07)
10.1 Key activities in service transition
10.1.1 Illustrate the value of service transition
10.1.2 Design service transition
10.1.3 Introduce service transition on existing projects
10.1.4 Culture change aspects
10.2 Integrated approach to service transition process
10.3 Virtual and cloud environment

11 Challenges, critical success factors and risks (ST08)
11.1 Challenges
11.2 Critical success factors
11.3 Risks
11.4 Difficult conditions in service transition
11.4.1 Speed is more important than accuracy / smoothness
11.4.2 Limited resources
11.4.3 Safety-critical and high-risk environments
11.4.4 Working with difficult customers

12 Exam preparation (ST09)
12.1 ITIL Intermediate exam format
12.2 Tips
12.3 Strategies


本中心為 ITIL® 官方授權教育中心,課程以認可導師及教材教授。

恭喜以下同學成功取得 ITIL® Intermediate / Expert 認證:

  • Alban Ng
  • Anthony Lam
  • C. F. Cho
  • C. W. Li
  • Chi Ling Ko
  • Chie Fung Mak
  • Chris Ho
  • Chris Man
  • Chun Ting Lau
  • Derek Chan
  • Derrick Chu
  • Dickson Lau
  • Frank Ng
  • G. Cheung
  • Heidi Wong
  • Henry Ng
  • Him Tat Wong
  • Hoi Shun Chen
  • Hui Pui Chan
  • J. T. Lau
  • Jacky Ho
  • Jessica Cheung
  • Jim Wong
  • K. M. Mok
  • Ka Kei Leung
  • Ka Man Chan
  • Kai Ip Chan
  • Kevin Li
  • Kim Chung Chan
  • King Fai Lim
  • M. C. Kan
  • Manson Law
  • Maurice Lai
  • Ming Lung Wu
  • Ming Min BI
  • Ming Sze
  • Ningyu Yi
  • Perry Fan
  • Raymond Sao
  • Rex Chung
  • Rick Tam
  • S. L. Chan
  • S. Wong
  • S.W. Ho
  • Sam Tsui
  • Sang Ho Loh
  • Shun Kit Leung
  • Tak Ming Chan
  • Tak Po Chan
  • Tak Sang YIP
  • Tat Chai Ng
  • Terry Yau
  • Tung Wa Ng
  • Vincent Leung
  • W.H. Pin
  • Wai Hong Chan
  • Wai Kong Kwan
  • Wai Ming Chang
  • Wei Ping Wang
  • Wilkin Lo
  • Wilson Yu
  • Y. Yang
  • Y.Y. Yu
  • Yan Kin Tang
  • 由於人數眾多,因此未能盡錄。

 

 

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