- 課程時間
- 課程簡介
- 課程特點
- 考試須知
- 課程內容
- 詳細內容
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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。
只有我們夠膽提供：本課程提供合格保障！ |
推介服務：課堂錄影隨時睇 (在家觀看 = 0%，在校觀看 = 100%) 學員使用電話或本網頁報名，待本中心確認已為學員留位後，即可使用  繳付學費，過程簡便！
* 各政府部門可使用 P Card 付款
如使用 P Card 繳付考試費，考試費需另加 1.3% 附加費
# 請注意：ITIL® 官方授權機構硬性規定，報讀 ITIL® 課程時必須同時繳交相應的考試費
推介服務：課堂錄影隨時睇 (在家觀看 = 100%，在校觀看 = 0%) 學員使用電話或本網頁報名，待本中心確認已為學員留位後，即可使用 繳付學費，過程簡便！
* 各政府部門可使用 P Card 付款
如使用 P Card 繳付考試費，考試費需另加 1.3% 附加費
# 請注意：ITIL® 官方授權機構硬性規定，報讀 ITIL® 課程時必須同時繳交相應的考試費
注意！ 客戶必須查問報讀學校的教育局註冊編號，以確認該校為註冊學校，以免蒙受不必要的損失！
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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。
只有我們夠膽提供：本課程提供合格保障！ |
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ITIL® 是 Information Technology Infrastructure Library 的簡稱。ITIL® 描述服務管理的最佳實務。由於 ITIL® 的內容建基於不同的服務、服務經理、學術研究、顧問等，故此 ITIL® 所描述的方法相當中肯、應用層面亦相當廣泛。
ITIL® 4 是最新的 ITIL® 版本，以下是 ITIL® 4 的 Certification Scheme:
本中心的 ITIL® 4 Specialist: Create, Deliver and Support (CDS) 國際認可證書課程是由教授 ITIL® 課程多年的 ITIL® 認可導師 Franco 配合本中心自行編制的教材授課，課程內容覆蓋 ITIL® 4 Specialist: Create, Deliver and Support (CDS) 所要求的內容，針對考試重點授課，使同學能通過考試。
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| 課程名稱： |
ITIL® 4 Specialist: Create, Deliver and Support (CDS) 國際認可證書課程
- 簡稱：ITIL® 4 CDS Training Course |
| 課程時數： |
共 18 小時課堂 (共 6
堂) |
| 適合人士： |
已具備 ITIL® 4 Foundation 的人士。 |
| 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。 |
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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。
只有我們夠膽提供：本課程提供合格保障！ |
| 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® 4 Specialist: Create, Deliver and Support (CDS) 認可教材教授。 |
| 3. 提供模擬考試題目： |
本中心為學員提供 ITIL® 4 Specialist: Create, Deliver and Support (CDS) 的模擬考試題目，每條考試題目均附有標準答案。 |
| 4. 考試合格保障： |
本中心 ITIL® 4 Specialist: Create, Deliver and Support (CDS) 學員於第一次考 ITIL® 4 Specialist: Create, Deliver and Support (CDS) 若不合格，可申請半費重考ITIL® 4 Specialist: Create, Deliver and Support (CDS) 一次，但必須符合下列的四項要求：
1. 課堂出席率須達 85% 或以上。
2. 學員必須透過本中心安排及於本中心應考 ITIL® 4 Specialist: Create, Deliver and Support (CDS) 考試。
3. 學員於第一次應考 ITIL® 4 Specialist: Create, Deliver and Support (CDS) 考試前，必須進行本中心的 ITIL® 4 Specialist: Create, Deliver and Support (CDS) 試前測驗，並取得90%或以上的分數。
4. 於上課結束日之一個月內作出申請。 |
| 5. 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。 |
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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。
只有我們夠膽提供：本課程提供合格保障！ |
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學員可以選擇在本中心或在家應考 ITIL® 4 Specialist: Create, Deliver and Support (CDS) 考試。
選擇本中心考試的學員，請學員必須聯絡本中心職員以作安排。
- 電話：3580-1893
- 辦公時間：一至五：14:15 - 22:00；六及日：12:15 - 20:00 (星期三及公眾假期休息)
選擇在家考試的學員，學員需要自行準備電腦考試，而考試環境和電腦需要符合以下的要求。
考試環境要求:
- There is only one doorway for access in and out of the room.
- The room is private, and you can be sure you will be alone for the entire exam.
- The walls and desk/table(s) are clear of all unnecessary and/or unauthorized items (e.g., posters, post-it notes, papers and books).
- Where note paper or other resources are allowed, you can and should have this available on your desk for your exam onboarding. You must show these authorized items to the Proctor on request, so they can ensure there is nothing on them that could provide an unfair advantage.
- No screens are visible, other than the screen which is being used to take the exam.
- There is adequate light to ensure the Proctor can see you clearly throughout the exam. Light should not be directed toward the webcam.
考試電腦要求:
- Windows® 11, Windows® 10 version 17763 or later (Windows 10S is not supported), Windows® 8.1, Windows® 8.
- Internet Explorer version 10 or greater.
- Dual-core 2.4GHz CPU or faster with 2GB of RAM (Minimum requirements).
- Active Full-Time/Broadband internet connection of at least 4Mbps.
- 16-bit monitor (at least 15") with screen resolution 1024 x 768 or higher.
- Speakers and microphone.
- Keyboard and mouse or another pointing device (keyboard set to English characters).
- A single web camera you can rotate.
- Cameras are clear and free from obstruction.
- You can rotate your webcam 360 degrees, low and high, to show all areas of the room, including under the desk, the desk surface and any other areas that may pose a risk to exam security.
- The computer sound settings are set to Speakers and Microphones. Headsets are not allowed during the exam.
- The screen and webcam are positioned so that you and the doorway of the room are fully visible to the Proctor through the webcam.
- You are sat comfortably and can maintain the same position, in full view of the Proctor, throughout the exam.
考試費為 HK$3,600。
同學需於報讀課程時出示 ITIL® 4 Foundation 證書正本以辦理手續。 |
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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。
只有我們夠膽提供：本課程提供合格保障！ |
課程名稱：ITIL® 4 Specialist: Create, Deliver and Support (CDS) 國際認可證書課程
- 簡稱：ITIL® 4 CDS Training Course |
- Introduction to ITIL® 4 Managing Professional: Create, Deliver & Support (CDS) Qualification and Examination
- Bloom’s levels (BL)
- Quoted ITIL® text from publications
- Understand how to plan and build a service value stream to create, deliver, and support services [Syllabus Reference: 1, BL2 + BL3]
- Know how relevant ITIL® practices contribute to the creation, delivery and support across the SVS and value streams [Syllabus Reference: 2, BL3]
- Know how to create, deliver and support services [Syllabus Reference: 3, BL2 + BL3]
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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。
只有我們夠膽提供：本課程提供合格保障！ |
1 Introduction to ITIL® 4 Managing Professional: Create, Deliver & Support (CDS) Qualification and Examination
1.1 Purpose
1.2 Learning outcome
1.3 Examination
1.3.1 Prerequisites
1.3.2 Duration, number of questions, question types and the pass mark
2 Bloom’s levels (BL)
2.1 BL2
2.2 BL3
3 Quoted ITIL® text from publications
4 Understand how to plan and build a service value stream to create, deliver, and support services [Syllabus Reference: 1, BL2 + BL3]
4.1 Understand the concepts and challenges relating to the following across the service value system [Syllabus Reference: 1.1, BL2]
4.1.1 Organisational structure [Syllabus Reference: 1.1a, BL2]
4.1.2 Integrated/collaborative teams [Syllabus Reference: 1.1b, BL2]
4.1.2.1 Align with the type of work
4.1.2.2 Learn through collaboration
4.1.2.3 Servant leadership
4.1.3 Team capabilities, roles and competencies [Syllabus Reference: 1.1c, BL2]
4.1.3.1 Roles and competencies
4.1.3.2 Professional IT and service management skills and competencies
4.1.3.2.1 Generalist or ‘T-shaped’ models
4.1.3.2.2 Developing a broad set of competencies
4.1.4 Team culture and differences [Syllabus Reference: 1.1d, BL2]
4.1.4.1 What is team culture?
4.1.4.2 What does cultural fit mean and why is it important?
4.1.4.3 How to develop and nurture good team culture
4.1.4.4 A continual improvement culture
4.1.4.5 A collaborative culture
4.1.5 Working to a customer-orientated mindset [Syllabus Reference: 1.1e, BL2]
4.1.5.1 Service empathy, service mindset and customer orientation
4.1.5.2 Customer experience
4.1.6 Employee satisfaction management [Syllabus Reference: 1.1f, BL2]
4.1.7 The value of positive communications [Syllabus Reference: 1.1g, BL2]
4.1.7.1 Communication principles
4.2 Understand how to use a ‘shift left’ approach [Syllabus Reference: 1.2, BL2]
4.3 Know how to plan and manage resources in the service value system [Syllabus Reference: 1.3, BL3]
4.3.1 Team collaboration and integration [Syllabus Reference: 1.3a, BL3]
4.3.2 Workforce planning [Syllabus Reference: 1.3b, BL3]
4.3.3 Results based measuring and reporting [Syllabus Reference: 1.3c, BL3]
4.3.3.1 Results-based approach
4.3.4 The culture of continual improvement [Syllabus Reference: 1.3d, BL3]
4.4 Understand the use and value of information and technology across the service value system [Syllabus Reference: 1.4, BL2]
4.4.1 Integrated service management toolsets [Syllabus Reference: 1.4a, BL2]
4.4.1.1 Service management toolset expectations
4.4.1.2 Integrated service management toolsets
4.4.1.3 Anatomy of an information model
4.4.2 Integration and data sharing [Syllabus Reference: 1.4b, BL2]
4.4.2.1 Integration topologies
4.4.2.2 Integration approaches
4.4.3 Reporting and advanced analytics [Syllabus Reference: 1.4c, BL2]
4.4.3.1 Data analytics
4.4.3.2 Big data
4.4.4 Collaboration and workflow [Syllabus Reference: 1.4d, BL2]
4.4.4.1 Collaboration
4.4.4.2 Tools and capabilities
4.4.4.3 Workflow in IT and service management tools
4.4.5 Robotic process automation (RPA) [Syllabus Reference: 1.4e, BL2]
4.4.5.1 Where is robotic process automation (RPA) used?
4.4.5.2 Robotic process automation (RPA) technologies
4.4.5.3 Robotic process automation (RPA) considerations
4.4.6 Artificial intelligence and machine learning [Syllabus Reference: 1.4f, BL2]
4.4.6.1 Artificial intelligence
4.4.6.1.1 Architectural considerations
4.4.6.1.2 Applications and value
4.4.6.1.3 The growth of AIOps
4.4.6.2 Machine learning (ML)
4.4.6.2.1 Supervised and unsupervised learning
4.4.6.2.2 Benefits and limitations of machine learning
4.4.7 Continuous integration and delivery/deployment (CI/CD) [Syllabus Reference: 1.4g, BL2]
4.4.7.1 Goals and value measurements
4.4.7.2 The CI/CD pipeline
4.4.7.3 Aligning CI/CD with ITIL®
4.4.7.4 CI/CD does not suit every situation
4.4.8 Information models [Syllabus Reference: 1.4h, BL2]
5 Know how relevant ITIL® practices contribute to the creation, delivery and support across the SVS and value streams [Syllabus Reference: 2, BL3]
5.1 ITIL® service value streams
5.1.1 Structure of an ITIL® service value stream
5.1.2 Value streams and organizations
5.1.3 Value stream considerations
5.1.3.1 Selecting the right perspective
5.1.3.2 Start and end points
5.1.3.3 Flexibility
5.1.3.4 Granularity
5.1.3.5 Identifying steps
5.1.3.6 Step order
5.1.3.7 Mapping to the service value chain
5.1.3.8 Mapping to practices
5.1.4 Designing a service value stream
5.1.4.1 5-step to design a service value stream
5.1.4.2 Optimize a service value stream
5.1.5 Describing a step of the value stream
5.1.6 Value stream mapping
5.1.7 Key metrics when analysing a value stream
5.2 Know how to use a value stream to design, develop and transition new services [Syllabus Reference: 2.1, BL3]
5.2.1.1 Design considerations
5.2.2 The journey from demand to value
5.2.2.1 Step 1: Acknowledge and document the service requirements (Engage)
5.2.2.2 Step 2 plan within the service value chain (Plan)
5.2.2.3 Step 3: Design and architect the new service to meet customer requirements (Design & transition)
5.2.2.4 Step 4 obtain/build within the service value chain (Obtain/build)
5.2.2.5 Step 5 design and transition within the service value chain (Design & transition)
5.2.2.6 Step 6 deliver and support within the service value chain (Deliver & support)
5.3 Know how the following ITIL® practices contribute to a value stream for a new service [Syllabus Reference: 2.2, BL3]
5.3.1 Service design [Syllabus Reference: 2.2a, BL3]
5.3.1.1 Purpose and description
5.3.1.2 Design Thinking
5.3.1.3 Practice Success Factors (PSF)
5.3.1.3.1 Establishing and maintaining an effective organization-wide approach to service design
5.3.1.3.2 Ensuring that services are fit for purpose and fit for use throughout their lifecycle
5.3.2 Software development and management [Syllabus Reference: 2.2b, BL3]
5.3.2.1 Purpose and Description
5.3.2.2 Scope
5.3.2.3 Practice Success Factors (PSF)
5.3.2.3.1 Agree and improve an organization's approach to development and management of software
5.3.2.3.2 Ensure that software continually meets organization's requirements and quality criteria throughout its lifecycle
5.3.3 Deployment management [Syllabus Reference: 2.2c, BL3]
5.3.3.1 Purpose and Description
5.3.3.2 Continuous integration, continuous delivery, and continuous deployment (CI/CD)
5.3.3.3 Scope
5.3.3.4 Practice Success Factors (PSF)
5.3.3.4.1 Establishing and maintaining effective approaches to the deployment of services and service components across the organization
5.3.3.4.2 Ensuring the effective deployment of services and service components in the context of the organization’s value streams
5.3.4 Release management [Syllabus Reference: 2.2d, BL3]
5.3.4.1 Purpose and Description
5.3.4.2 Scope
5.3.4.3 Practice Success Factor
5.3.4.3.1 Establishing and maintaining effective approaches to the release of services and service components across the organization
5.3.4.3.2 Ensuring an effective release of services and service components in the context of the organization’s value streams and service relationships
5.3.5 Service Validation and testing [Syllabus Reference: 2.2e, BL3]
5.3.5.1 Purpose and Description
5.3.5.2 Assertive (scripted) and exploratory (investigative) testing
5.3.5.2.1 Assertive (scripted) testing
5.3.5.2.2 Exploratory (investigative) testing
5.3.5.3 Scope
5.3.5.4 Practice Success Factor (PSF)
5.3.5.4.1 Defining and agreeing an approach to the validation and testing of the organization's products, services, and components in line with the organization's requirements for speed and quality of service changes
5.3.5.4.2 Ensuring that new and changed components, products, and services meet agreed criteria
5.3.5.4.2.1 Test organization
5.3.5.4.2.2 Test planning and control
5.3.5.4.2.3 Test analysis and design
5.3.5.4.2.4 Test preparation and implementation / execution and incident management
5.3.5.4.2.5 Test progress, reporting and exit criteria
5.3.5.4.2.6 Test closure
5.3.6 Change Enablement [Syllabus Reference: 2.2f, BL3]
5.3.6.1 Purpose and Description
5.3.6.2 Complexity-based approach to changes
5.3.6.3 Practice Success Factors (PSF)
5.3.6.3.1 Ensuring that changes are realized in a timely and effective manner
5.3.6.3.2 Minimizing the negative impacts of changes
5.3.6.3.3 Ensuring stakeholder satisfaction
5.3.6.3.4 Meeting change-related governance and compliance requirements.
5.3.6.4 Change manager and change coordinator roles
5.3.6.5 Change authority role
5.4 Know how to use a value stream to provide user support [Syllabus Reference: 2.3, BL3]
5.4.1 Design considerations
5.4.2 The journey from demand to value
5.4.2.1 Step 1: Acknowledge and register the user query (Engage)
5.4.2.2 Step 2: Investigate the query, reclassify it as an incident, and attempt to fix it (Deliver & support)
5.4.2.3 Step 3: Obtain a fix from the specialist team (obtain/build)
5.4.2.4 Step 4: Deploy the fix (Design & transition)
5.4.2.5 Step 5: Verify that the incident has been resolved (Deliver & support)
5.4.2.6 Step 6: Request feedback from the user (Engage)
5.4.2.7 Step 7: Identify opportunities to improve the overall system (Improve)
5.5 Know how the following ITIL® practices contribute to a value stream for user support [Syllabus Reference: 2.4, BL3]
5.5.1 Service desk [Syllabus Reference: 2.4a, BL3]
5.5.1.1 Purpose and description
5.5.1.2 Communication channels
5.5.1.3 Practice Success Factors (PSF)
5.5.1.3.1 Enabling and continually improving effective, efficient, and convenient communications between the service provider and its users
5.5.1.3.2 Enabling the effective integration of user communications into value streams.
5.5.2 Incident management [Syllabus Reference: 2.4b, BL3]
5.5.2.1 Purpose and description
5.5.2.2 Terms and Concepts
5.5.2.3 Practice Success Factor (PSF)
5.5.2.3.1 Detecting incidents early
5.5.2.3.2 Resolving incidents quickly and efficiently
5.5.2.3.2.1 Incident prioritization
5.5.2.3.3 Continually improving the incident management approaches.
5.5.2.4 Incident handling and resolution
5.5.3 Problem management [Syllabus Reference: 2.4c, BL3]
5.5.3.1 Purpose and description
5.5.3.2 Problem identification
5.5.3.3 Practice Success Factors (PSF)
5.5.3.3.1 Identifying and understanding the problems and their impact on services
5.5.3.3.2 Optimizing problem resolution and mitigation
5.5.3.4 Proactive problem identification
5.5.3.5 Reactive problem identification
5.5.4 Knowledge management [Syllabus Reference: 2.4d, BL3]
5.5.4.1 Purpose and description
5.5.4.2 SECI model of knowledge dimensions
5.5.4.3 Practice Success Factor (PSF)
5.5.4.3.1 Creation and maintenance of a culture of effective sharing and the application of valuable knowledge across the organization
5.5.4.3.2 Enabling effective information support for decision-making across an organization
5.5.5 Service level management [Syllabus Reference: 2.4e, BL3]
5.5.5.1 Purpose and description
5.5.5.2 Scope
5.5.5.3 Practice Success Factor (PSF)
5.5.5.3.1 Establishing a shared view of target service levels with customers
5.5.5.3.2 Overseeing how the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services
5.5.5.3.3 Performing service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers
5.5.5.3.4 Capturing and reporting on improvement opportunities, including performance against defined service levels and stakeholder satisfaction.
5.5.6 Monitoring and event management [Syllabus Reference: 2.4f, BL3]
5.5.6.1 Purpose and description
5.5.6.2 Practice Success Factor (PSF)
5.5.6.2.1 Establish and maintain approaches/models that describe the various types of events and monitoring capabilities needed to detect them
5.5.6.2.2 Ensure that timely, relevant and sufficient monitoring data is available to relevant stakeholders
5.5.6.2.3 Ensure that events are detected, interpreted, and if needed acted upon as quickly as possible.
6 Know how to create, deliver and support services [Syllabus Reference: 3, BL2 + BL3]
6.1 Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including [Syllabus Reference: 3.1, BL3]
6.1.1 Managing queues and backlogs [Syllabus Reference: 3.1a, BL3]
6.1.1.1 Managing work as tickets
6.1.1.2 “Build vs buy” considerations
6.1.1.2.1 Commodification
6.1.1.2.2 Defining requirements for service components and MoSCoW
6.1.2 Prioritizing work [Syllabus Reference: 3.1b, BL3]
6.1.2.1 Prioritization and demand management
6.1.2.2 How to prioritize work
6.1.2.3 Swarming
6.1.2.4 Shift-left approach
6.2 Understand the use and value of the following across the service value system [Syllabus Reference: 3.2, BL2]
6.2.1 Buy vs build considerations [Syllabus Reference: 3.2a, BL2]
6.2.1.1 Buy vs build
6.2.1.1.1 Biases
6.2.1.1.2 When to build?
6.2.1.1.3 When to buy?
6.2.1.2 Commodification
6.2.1.3 Defining requirements for service components
6.2.1.4 Selecting a suitable vendor
6.2.2 Sourcing options [Syllabus Reference: 3.2b, BL2]
6.2.2.1 Sourcing models and options
6.2.2.2 Outsourcing considerations
6.2.3 Service integration and management (SIAM) [Syllabus Reference: 3.2c, BL2]
6.2.3.1 Service integration and management models
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