ITIL 4 MP Transition Training Course Training 課程
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ITIL 4 MP Transition Training Course Training 課程 ITIL 4 MP Transition Training Course Training 課程

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ITIL® 4 Managing Professional (MP) Transition 國際認可證書課程
課程簡稱:ITIL 4 MP Transition Training Course

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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。

傳統服務:課程上堂時間表 (地點:旺角   總費用:$6,180)

超震撼: 凡於 2020年 4月 3日 (五) 或之前報讀本課程,
原價 $7,580,現只需
$6,180!


注意:
由於復課日期未定,本課程將順延至教育局宣佈的復課日期後開課,並維持逢星期二、五上課,時間不變,敬請留意。

編號 日期 (dd/mm) 星期 時間 費用 導師  
KB0325CM  15/05 - 16/06
15/5, 19/5, 22/5, 26/5, 29/5, 2/6, 5/6, 9/6, 12/6, 16/6
 下載詳細上課日期
二、五 7:00pm - 10:00pm $6,180
#(另加 $2,800 考試費)
Franco 按此報名:ITIL 4 MP Transition Training Course Training 課程
* 各政府部門可使用 P Card 付款  

*** 質素保證:免費於任何地點試睇首 3 小時課堂錄影,從而可預先了解導師及教材的質素,才報讀課程來上堂。***
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

免費補堂: 學員可於任何地點補看課堂錄影,從而可銜接往後的課堂!
免費重讀: 學員可於課程結束後三個月內於任何地點不限次數地重看課堂錄影,從而可反覆重溫整個課程!
課時: 30 小時
課堂導師: Franco (任教課程清單)

傳統服務的免費補堂或免費重讀,若選擇旺角或觀塘的閒日星期一至四,便需於 6:30p.m. 或之前完成觀看課堂錄影。


地區 地址 電話 教育局註冊編號
旺角 九龍旺角亞皆老街 109 號,皆旺商業大廈 18 樓 1802 - 1807 室 2332-6544 533459
觀塘 九龍觀塘成業街 7 號寧晉中心 12 樓 G2 室 3563-8425 588571
北角 香港北角馬寶道 41-47 號華寶商業大廈 3 樓 01-02 號舖 3580-1893 591262
沙田 新界沙田石門安群街 3 號京瑞廣場 1 期 10 樓 M 室 2151-9360 604488
屯門 新界屯門屯喜路 2 號屯門柏麗廣場 17 樓 1708 室 3523-1560 592552
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!


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® 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 Managing Professional (MP) Transition 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 Managing Professional (MP) Transition 所要求的內容,針對考試重點授課,使同學能通過考試。

課程名稱: ITIL® 4 Managing Professional (MP) Transition國際認可證書課程
- 簡稱:ITIL 4 MP Transition Training Course
課程時數: 共 30 小時課堂 (共 10 堂)
適合人士: 已具備 ITIL v3 Expert 或 具 ITIL v3 17 credits 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。

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® 4 Managing Professional (MP) Transition 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 Managing Professional (MP) Transition 的模擬考試題目,每條考試題目均附有標準答案。
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。

我們會安排同學在本中心應考 ITIL® 4 Managing Professional (MP) Transition 考試。考試費為 HK$2,800。

同學需於報讀課程時出示 ITIL v3 expert 證書 / ITIL v3 17 credits 相關證書正本以辦理手續。




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。


課程名稱:ITIL® 4 Managing Professional (MP) Transition國際認可證書課程
- 簡稱:ITIL 4 MP Transition Training Course

1. Introduction to ITIL® 4 Managing Professional Transition
1.1. Structure
1.2. Learning outcomes
1.3. Purpose
1.4. Examination

2. Bloom’s levels (BL)
2.1. BL2
2.2. BL3

3. Quoted ITIL® text from publications

4. Foundation
4.1. Understand the key concepts of service management [Syllabus Reference: Foundation 1, BL2]
4.2. Understand how the ITIL® guiding principles can help an organization adopt and adapt service management [Syllabus Reference: Foundation 2, BL2]
4.3. Understand the four dimensions of service management [Syllabus Reference: Foundation 3, BL2]
4.4. Understand the purpose and components of the ITIL® service value system (SVS) [Syllabus Reference: Foundation 4, BL2]
4.5. Understand the activities of the service value chain, and how they interconnect [Syllabus Reference: Foundation 5, BL2]

5. Create, Deliver and Support (CDS)
5.1. Understand how to plan and build a service value stream to create, deliver, and support services [Syllabus Reference: CDS 1, BL2 + BL3]
5.2. Know how relevant ITIL® practices contribute to the creation, delivery and support across the SVS and value streams [Syllabus Reference: CDS 2, BL3]
5.3. Know how to create, deliver and support services [Syllabus Reference: CDS 3, BL3]

6. Drive Stakeholder Value (DSV)
6.1. Understand how customer journeys are designed [Syllabus Reference: DSV 1, BL2]
6.2. Know how to foster stakeholder relationship [Syllabus Reference: DSV 3, BL2 + BL3]
6.3. Know how to shape demand and define service offerings [Syllabus Reference: DSV 4, BL2]
6.4. Know how to onboard and offboard customers and users [Syllabus Reference: DSV 6, BL2 + BL3]
6.5. Know how to act together to ensure continual value co-creation (service consumption / provisioning) [Syllabus Reference: DSV 7, BL2]
6.6. Know how to realise and validate service value [Syllabus Reference: DSV 8, BL2 + BL3]

7. High Velocity IT (HVIT)
7.1. Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT [Syllabus Reference: HVIT 1, BL2]
7.2. Understand the digital product lifecycle in terms of the ITIL® ‘operating model’ [Syllabus Reference: HVIT 2, BL2]
7.3. Understand the importance of the ITIL® Guiding Principles and other fundamental concepts for delivering high velocity IT [Syllabus Reference: HVIT 3, BL2 + BL3]

8. Direct, Plan and Improve (DPI)
8.1. Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context [Syllabus Reference: DPI 2, BL3]
8.2. Understand the role of GRC and know how to integrate the principles and methods into the service value system [Syllabus Reference: DPI 3, BL2 + BL3]
8.3. Know how to ensure that controls are sufficient, but not excessive [Syllabus Reference: DPI 3.3, BL3]

8.4. Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement [Syllabus Reference: DPI 5, BL2 + BL3]


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 Introduction to ITIL® 4 Managing Professional Transition
1.1 Structure
1.2 Learning outcomes
1.2.1 Foundation
1.2.2 Create, Deliver and Support (CDS)
1.2.3 Drive Stakeholder Value (DSV)
1.2.4 High Velocity IT (HVIT)
1.2.5 Direct, Plan and Improve (DPI)
1.3 Purpose
1.4 Examination
1.4.1 Prerequisites
1.4.2 Duration
1.4.3 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 Foundation
4.1 Understand the key concepts of service management [Syllabus Reference: Foundation 1, BL2]
4.1.1 Describe the key concepts of service relationships [Syllabus Reference: Foundation 1.3, BL2]
4.1.1.1 Service offering [Syllabus Reference: Foundation 1.3a, BL2]
4.1.2 Definition of service relationships
4.1.2.1 Service provision [Syllabus Reference: Foundation 1.3c, BL2]
4.1.2.2 Service consumption [Syllabus Reference: Foundation 1.3d, BL2]
4.1.2.3 Service relationship management [Syllabus Reference: Foundation 1.3b, BL2]
4.2 Understand how the ITIL® guiding principles can help an organization adopt and adapt service management [Syllabus Reference: Foundation 2, BL2]
4.2.1 Describe the nature, use and interaction of the guiding principles [Syllabus Reference: Foundation 2.1, BL2]
4.2.2 Explain the use of the guiding principles [Syllabus Reference: Foundation 2.2, BL2]
4.2.2.1 Focus on value [Syllabus Reference: Foundation 2.2a, BL2]
4.2.2.1.1 Key concepts
4.2.2.1.1.1 Service consumer
4.2.2.1.1.2 “Properties” of value
4.2.2.1.1.3 Customer experience (CX)
4.2.2.1.1.4 Subjective CX
4.2.2.1.1.5 Objective CX
4.2.2.1.2 Applying the principle
4.2.2.2 Start where you are [Syllabus Reference: Foundation 2.2b, BL2]
4.2.2.2.1 Key concepts
4.2.2.2.1.1 Assess where you are
4.2.2.2.1.2 Role of measurement and Goodhart's law
4.2.2.2.2 Applying the principle
4.2.2.3 Progress iteratively with feedback [Syllabus Reference: Foundation 2.2c, BL2]
4.2.2.3.1 Key concepts
4.2.2.3.1.1 The role of feedback
4.2.2.3.1.2 Iteration and feedback together
4.2.2.3.2 Applying the principle
4.2.2.3.2.1 Minimum viable products
4.2.2.4 Collaborate and promote visibility [Syllabus Reference: Foundation 2.2d, BL2]
4.2.2.4.1 Key concepts
4.2.2.4.1.1 Relationship between collaboration and visibility
4.2.2.4.1.2 Whom to collaborate with / communication
4.2.2.4.1.3 Communication for improvement
4.2.2.4.1.4 Increasing urgency through visibility
4.2.2.4.2 Applying the principle
4.2.2.5 Think and work holistically [Syllabus Reference: Foundation 2.2e, BL2]
4.2.2.5.1 Key concepts
4.2.2.5.2 Applying the principle
4.2.2.6 Keep it simple and practical [Syllabus Reference: Foundation 2.2f, BL2]
4.2.2.6.1 Key concepts
4.2.2.6.1.1 Judging what to keep
4.2.2.6.1.2 Conflicting objectives
4.2.2.6.2 Applying the principle
4.2.2.7 Optimize and automate [Syllabus Reference: Foundation 2.2g, BL2]
4.2.2.7.1 Key concepts
4.2.2.7.1.1 The road to optimization
4.2.2.7.1.2 Using automation
4.2.2.7.2 Applying the principle
4.3 Understand the four dimensions of service management [Syllabus Reference: Foundation 3, BL2]
4.3.1 Describe the four dimensions of service management [Syllabus Reference: Foundation 3.1, BL2]
4.3.1.1 Organizations and people [Syllabus Reference: Foundation 3.1a, BL2]
4.3.1.1.1 Key concepts
4.3.1.1.1.1 Organization
4.3.1.1.1.2 People
4.3.1.2 Information and technology [Syllabus Reference: Foundation 3.1b, BL2]
4.3.1.2.1 Key concepts
4.3.1.2.2 Service management + services
4.3.1.2.3 Information
4.3.1.2.3.1 Information and values
4.3.1.2.3.2 What to manage?
4.3.1.2.3.3 Information exchange and regulatory compliance
4.3.1.2.4 Technology
4.3.1.2.4.1 Technology considerations
4.3.1.2.4.2 Culture
4.3.1.3 Partners and suppliers [Syllabus Reference: Foundation 3.1c, BL2]
4.3.1.3.1 Key concepts
4.3.1.3.1.1 Relationships
4.3.1.3.1.2 Considerations
4.3.1.3.1.3 Service integration and management
4.3.1.4 Value streams and processes [Syllabus Reference: Foundation 3.1d, BL2]
4.3.1.4.1 Key concepts
4.3.1.4.1.1 Value streams for service management
4.3.1.4.1.2 Processes
4.3.1.5 An example of considering all 4 dimensions
4.4 Understand the purpose and components of the ITIL® service value system (SVS) [Syllabus Reference: Foundation 4, BL2]
4.4.1 Describe the ITIL® service value system [Syllabus Reference: Foundation 4.1, BL2]
4.4.1.1 Overview
4.4.1.2 Challenges
4.4.1.3 Why “System”?
4.4.1.4 Purpose of service value system (SVS)
4.4.1.5 Inputs and the outcome of service value system (SVS)
4.4.1.5.1 Inputs
4.4.1.5.2 The outcome
4.4.1.6 Service value system (SVS) components
4.5 Understand the activities of the service value chain, and how they interconnect [Syllabus Reference: Foundation 5, BL2]
4.5.1 Describe the interconnected nature of the service value chain and how this supports value streams [Syllabus Reference: Foundation 5.1, BL2]
4.5.1.1 General overview
4.5.1.2 Six value chain activities
4.5.1.3 Key concepts of value chain activities
4.5.2 Describe the purpose of each value chain activity [Syllabus Reference: Foundation 5.2, BL2]
4.5.2.1 Plan [Syllabus Reference: Foundation 5.2a, BL2]
4.5.2.2 Improve [Syllabus Reference: Foundation 5.2b, BL2]
4.5.2.3 Engage [Syllabus Reference: Foundation 5.2c, BL2]
4.5.2.4 Design & transition [Syllabus Reference: Foundation 5.2d, BL2]
4.5.2.5 Obtain/build [Syllabus Reference: Foundation 5.2e, BL2]
4.5.2.6 Deliver & support [Syllabus Reference: Foundation 5.2f, BL2]

5 Create, Deliver and Support (CDS)
5.1 Understand how to plan and build a service value stream to create, deliver, and support services [Syllabus Reference: CDS 1, BL2 + BL3]
5.1.1 Understand the concepts and challenges relating to the following across the service value system [Syllabus Reference: CDS 1.1, BL2]
5.1.1.1 Organisational structure [Syllabus Reference: CDS 1.1a, BL2]
5.1.1.2 Collaborative culture [Syllabus Reference: CDS 1.1b, BL2]
5.1.1.2.1 Align with the type of work
5.1.1.2.2 Learn through collaboration
5.1.1.2.3 Servant leadership
5.1.1.3 Teams, roles & competencies [Syllabus Reference: CDS 1.1c, BL2]
5.1.1.3.1 Roles and competencies
5.1.1.3.2 Professional IT and service management skills and competencies
5.1.1.3.2.1 Generalist or ‘T-shaped’ models
5.1.1.3.2.2 Developing a broad set of competencies
5.1.1.4 Team culture and differences [Syllabus Reference: CDS 1.1d, BL2]
5.1.1.4.1 What is team culture?
5.1.1.4.2 What does cultural fit mean and why is it important?
5.1.1.4.3 How to develop and nurture good team culture
5.1.1.4.4 A continual improvement culture
5.1.1.4.5 A collaborative culture
5.1.1.5 Working to a customer-orientated mindset [Syllabus Reference: CDS 1.1e, BL2]
5.1.1.5.1 Service empathy, service mindset and customer orientation
5.1.1.5.2 Customer experience
5.1.1.6 Employee satisfaction management [Syllabus Reference: CDS 1.1f, BL2]
5.1.1.7 The value of positive communications [Syllabus Reference: CDS 1.1g, BL2]
5.1.1.7.1 Communication principles
5.1.2 Know how to plan and manage resources in the service value system [Syllabus Reference: CDS 1.3, BL3]
5.1.2.1 Team collaboration and integration [Syllabus Reference: CDS 1.3a, BL3]
5.1.2.2 Workforce planning [Syllabus Reference: CDS 1.3b, BL3]
5.1.2.3 Results based measuring and reporting [Syllabus Reference: CDS 1.3c, BL3]
5.1.2.3.1 Results-based approach
5.2 Know how relevant ITIL® practices contribute to the creation, delivery and support across the SVS and value streams [Syllabus Reference: CDS 2, BL3]
5.2.1 ITIL® service value streams
5.2.1.1 Structure of an ITIL® service value stream
5.2.1.2 Value streams and organizations
5.2.1.3 Value stream considerations
5.2.1.3.1 Selecting the right perspective
5.2.1.3.2 Start and end points
5.2.1.3.3 Flexibility
5.2.1.3.4 Granularity
5.2.1.3.5 Identifying steps
5.2.1.3.6 Step order
5.2.1.3.7 Mapping to the service value chain
5.2.1.3.8 Mapping to practices
5.2.1.4 Designing a service value stream
5.2.1.4.1 5-step to design a service value stream
5.2.1.4.2 Optimize a service value stream
5.2.1.5 Describing a step of the value stream
5.2.1.6 Value stream mapping
5.2.1.7 Key metrics when analysing a value stream
5.2.2 Know how to use a value stream to design, develop and transition new services [Syllabus Reference: CDS 2.1, BL3]
5.2.2.1 Design considerations
5.2.2.2 The journey from demand to value
5.2.2.2.1 Step 1: Acknowledge and document the service requirements (Engage)
5.2.2.2.2 Step 2 plan within the service value chain (Plan)
5.2.2.2.3 Step 3: Design and architect the new service to meet customer requirements (Design & transition)
5.2.2.2.4 Step 4 obtain/build within the service value chain (Obtain/build)
5.2.2.2.5 Step 5 design and transition within the service value chain (Design & transition)
5.2.2.2.6 Step 6 deliver and support within the service value chain (Deliver & support)
5.2.3 Know how to use a value stream to provide user support [Syllabus Reference: CDS 2.3, BL3]
5.2.3.1 Design considerations
5.2.3.2 The journey from demand to value
5.2.3.2.1 Step 1: Acknowledge and register the user query (Engage)
5.2.3.2.2 Step 2: Investigate the query, reclassify it as an incident, and attempt to fix it (Deliver & support)
5.2.3.2.3 Step 3: Obtain a fix from the specialist team (obtain/build)
5.2.3.2.4 Step 4: Deploy the fix (Design & transition)
5.2.3.2.5 Step 5: Verify that the incident has been resolved (Deliver & support)
5.2.3.2.6 Step 6: Request feedback from the user (Engage)
5.2.3.2.7 Step 7: Identify opportunities to improve the overall system (Improve)
5.3 Know how to create, deliver and support services [Syllabus Reference: CDS 3, BL3]
5.3.1 Know how to co-ordinate, prioritize and structure work and activities to create deliver and support services, including [Syllabus Reference: CDS 3.1, BL3]
5.3.1.1 Managing queues and backlogs [Syllabus Reference: CDS 3.1a, BL3]
5.3.1.1.1 Managing work as tickets
5.3.1.1.2 “Build vs buy” considerations
5.3.1.1.2.1 Commodification
5.3.1.1.2.2 Defining requirements for service components and MoSCoW
5.3.1.2 Prioritizing work [Syllabus Reference: CDS 3.1b, BL3]
5.3.1.2.1 Prioritization and demand management
5.3.1.2.2 How to prioritize work
5.3.1.2.3 Swarming
5.3.1.2.4 Shift-left approach

6 Drive Stakeholder Value (DSV)
6.1 Understand how customer journeys are designed [Syllabus Reference: DSV 1, BL2]
6.1.1 Understand the concept of the customer journey [Syllabus Reference: DSV 1.1, BL2]
6.1.1.1 The customer journey
6.1.1.2 Stakeholder Aspirations
6.1.1.3 Touchpoints and service interactions
6.2 Know how to foster stakeholder relationship [Syllabus Reference: DSV 3, BL2 + BL3]
6.2.1 Understand the different supplier and partner relationship types, and how these are managed [Syllabus Reference: DSV 3.2, BL2]
6.2.1.1 Managing suppliers and partners
6.2.1.2 Understanding service relationship types
6.2.1.2.1 Basic relationship
6.2.1.2.2 Cooperative relationship
6.2.1.2.3 Partnership
6.2.2 Understand the concepts mutual readiness and maturity [Syllabus Reference: DSV 3.1, BL2]
6.2.3 Know how to develop customer relationships [Syllabus Reference: DSV 3.3, BL3]
6.2.3.1 Communicating and collaborating
6.2.3.1.1 Listening modes
6.2.3.1.2 Diversity
6.2.3.2 Building Service Relationships
6.2.3.2.1 Creating an environment that allows relational patterns to emerge
6.2.3.2.1.1 Initial engagement tools
6.2.3.2.1.2 Sustaining an environment that allows relational patterns to emerge
6.2.3.2.2 Building and sustaining trust and relationships
6.2.3.2.2.1 Trust and relationship factors
6.2.3.2.2.2 Building trust and relationship activities
6.2.3.2.2.3 Continual building of trust and relationships
6.2.3.2.3 Understanding service provider capabilities
6.2.3.2.4 Understanding customer needs
6.2.3.2.4.1 Value drivers
6.2.3.2.4.2 Risks and costs
6.2.3.2.4.3 Experience and preferences
6.3 Know how to shape demand and define service offerings [Syllabus Reference: DSV 4, BL2]
6.3.1 Understand methods for designing digital service experiences based on value driven, data driven and user centred service design [Syllabus Reference: DSV 4.1, BL2]
6.3.1.1 Lean thinking and the five Lean principles
6.3.1.2 Agile product and service development
6.3.1.3 User-centred design
6.3.1.4 Service design thinking
6.3.1.5 Service blueprinting
6.3.1.6 Designing for onboarding
6.3.2 Understand approaches for selling and procuring service offerings [Syllabus Reference: DSV 4.2, BL2]
6.3.2.1 Pricing
6.3.2.2 Internal sales
6.3.2.3 External sales
6.4 Know how to onboard and offboard customers and users [Syllabus Reference: DSV 6, BL2 + BL3]
6.4.1 Understand key transition, onboarding and offboarding activities [Syllabus Reference: DSV 6.1, BL2]
6.4.2 Understand the ways of relating with users and fostering user relationships [Syllabus Reference: DSV 6.2, BL2]
6.4.2.1 Fostering relationships with corporate users
6.4.2.2 Fostering relationship with individual consumers
6.4.3 Understand how users are authorized and entitled to services [Syllabus Reference: DSV 6.3, BL2]
6.4.3.1 Enabling users for service
6.4.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities [Syllabus Reference: DSV 6.4, BL2]
6.4.4.1 Elevating mutual capabilities
6.4.5 Know how to prepare onboarding and offboarding plans [Syllabus Reference: DSV 6.5, BL3]
6.4.5.1 Planning onboarding
6.4.5.1.1 Onboarding goals
6.4.5.1.2 Onboarding scope
6.4.5.1.3 Onboarding customer and users: onboarding actions
6.4.5.1.4 Onboarding control
6.4.5.2 Offboarding customers and users
6.4.5.2.1 Customer offboarding
6.4.5.2.2 User offboarding
6.4.5.3 Summary
6.4.6 Know how to develop user engagement and delivery channels [Syllabus Reference: DSV 6.6, BL3]
6.4.6.1 Providing user engagement and delivery channels / omnichannel management
6.5 Know how to act together to ensure continual value co-creation (service consumption / provisioning) [Syllabus Reference: DSV 7, BL2]
6.5.1 Understand how users can request services [Syllabus Reference: DSV 7.1, BL2]
6.5.1.1 Ongoing Service Interactions
6.5.1.1.1 Service requests
6.5.1.1.2 Service desk interactions
6.5.1.1.3 Moments of truth
6.5.1.1.4 Intelligent disobedience
6.5.2 Understand the concepts of customer and user [Syllabus Reference: DSV 7.3, BL2]
6.5.2.1 Nurturing user communities
6.5.2.2 Super-users
6.5.3 Understand methods for encouraging and managing customer and user feedback [Syllabus Reference: DSV 7.4, BL2]
6.5.3.1 Customer and user feedback
6.5.4 Understand the concept of 'moments of truth' [Syllabus Reference: DSV 7.5, BL2]
6.6 Know how to realise and validate service value [Syllabus Reference: DSV 8, BL2 + BL3]
6.6.1 Understand methods for measuring service usage and customer and user experience and satisfaction [Syllabus Reference: DSV 8.1, BL2]
6.6.1.1 Tracking experience and satisfaction
6.6.1.2 Tracking service usage
6.6.2 Understand methods to track and monitor service value (outcome, risk, cost and resources) [Syllabus Reference: DSV 8.2, BL2]
6.6.2.1 Tracking value realization
6.6.2.2 Tracking performance, output, and outcome
6.6.2.3 Tracking experience and satisfaction
6.6.2.4 Tracking service usage
6.6.2.5 Assessing and reporting value realization
6.6.3 Understand different types of reporting of service outcome and performance [Syllabus Reference: DSV 8.3, BL2]
6.6.3.1 Tracking performance, output, and outcome
6.6.3.2 Assessing and reporting value realization
6.6.3.3 Tracking, assessing, and evaluating outcomes
6.6.3.3.1 Internal service providers
6.6.3.3.2 External service providers
6.6.4 Understand charging mechanisms [Syllabus Reference: DSV 8.4, BL2]
6.6.4.1 Evaluating value realization and improving customer journeys, single-loop learning and double-loop learning
6.6.4.2 Charging and billing
6.6.4.2.1 Charging and billing policies
6.6.4.2.2 Chargeable items
6.6.4.2.3 Charging and billing options
6.6.5 Know how to validate service value [Syllabus Reference: DSV 8.5, BL3]
6.6.5.1 Assessing and reporting value realization
6.6.6 Know how to evaluate and improve the customer journey [Syllabus Reference: DSV 8.6, BL3]
6.6.6.1 Evaluating value realization and improving customer journeys, single-loop learning and double-loop learning
6.6.6.2 Evaluation and verification
6.6.6.3 Continual improvement

7 High Velocity IT (HVIT)
7.1 Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT [Syllabus Reference: HVIT 1, BL2]
7.1.1 Understand the following terms [Syllabus Reference: HVIT 1.1, BL2]
7.1.1.1 High velocity IT [Syllabus Reference: HVIT 1.1b, BL2]
7.1.1.2 Digital technology [Syllabus Reference: HVIT 1.1f, BL2]
7.1.1.2.1 Definitions
7.1.1.2.2 IT and OT
7.1.1.3 Digital organization [Syllabus Reference: HVIT 1.1a, BL2]
7.1.1.4 Digital transformation [Syllabus Reference: HVIT 1.1c, BL2]
7.1.1.5 IT transformation [Syllabus Reference: HVIT 1.1d, BL2]
7.1.1.6 Digital product [Syllabus Reference: HVIT 1.1e, BL2]
7.1.2 Understand when the transformation to high velocity IT is desirable and feasible [Syllabus Reference: HVIT 1.2, BL2]
7.1.3 Understand the five objectives associated with digital products – to achieve [Syllabus Reference: HVIT 1.3, BL2]
7.1.3.1 High velocity IT objectives
7.1.3.2 High velocity IT techniques
7.1.3.2.1 Valuable investments – strategically innovative and effective application of IT [Syllabus Reference: HVIT 1.3a, BL2]
7.1.3.2.2 Fast development - quick realization and delivery of IT services and IT-related products [Syllabus Reference: HVIT 1.3b, BL2]
7.1.3.2.3 Resilient operations - highly resilient IT services and IT-related products [Syllabus Reference: HVIT 1.3c, BL2]
7.1.3.2.4 Co-created value - effective interactions between service provider and consumer [Syllabus Reference: HVIT 1.3d, BL2]
7.1.3.2.5 Assured conformance - to governance, risk and compliance (GRC) requirements [Syllabus Reference: HVIT 1.3e, BL2]
7.2 Understand the digital product lifecycle in terms of the ITIL® ‘operating model’ [Syllabus Reference: HVIT 2, BL2]
7.2.1 Understand how high velocity IT relates to: [Syllabus Reference: HVIT 2.1, BL2]
7.2.1.1 The four dimensions of service management [Syllabus Reference: HVIT 2.1a, BL2]
7.2.1.1.1 The four dimensions of service management
7.2.1.1.1.1 HVIT and organizations and people
7.2.1.1.1.2 HVIT and information and technology
7.2.1.1.1.3 HVIT and partners and suppliers
7.2.1.1.1.4 HVIT and value streams and processes
7.2.1.1.2 External factors (PESTEL) and VUCA
7.2.1.2 The ITIL® service value system [Syllabus Reference: HVIT 2.1b, BL2]
7.2.1.2.1 Adopting the ITIL® service value stream to enable high velocity IT
7.2.1.2.2 Service value chain
7.2.1.2.2.1 Value chain activities and DevOps
7.2.1.2.2.2 Service consumer and DRPSV
7.2.1.2.3 Value streams
7.2.1.3 The service value chain [Syllabus Reference: HVIT 2.1c, BL2]
7.2.1.3.1 High velocity IT objectives
7.2.1.3.2 Service value chain
7.2.1.3.2.1 Value chain activities and DevOps
7.2.1.3.2.2 Service consumer
7.2.1.3.3 Value streams
7.2.1.4 The digital product lifecycle [Syllabus Reference: HVIT 2.1d, BL2]
7.2.1.4.1 Digital product lifecycles
7.3 Understand the importance of the ITIL® Guiding Principles and other fundamental concepts for delivering high velocity IT [Syllabus Reference: HVIT 3, BL2 + BL3]
7.3.1 Know how to use the following principles, models and concepts [Syllabus Reference: HVIT 3.2, BL3]
7.3.1.1 Accept ambiguity and uncertainty [Syllabus Reference: HVIT 3.2d, BL3]
7.3.1.2 Trust and be trusted [Syllabus Reference: HVIT 3.2b, BL3]
7.3.1.3 Continually raise the bar [Syllabus Reference: HVIT 3.2c, BL3]
7.3.1.4 Help get customers’ jobs done [Syllabus Reference: HVIT 3.2a, BL3]
7.3.1.5 Commit to continual learning [Syllabus Reference: HVIT 3.2e, BL3]
7.3.2 Understand the following principles, models and concepts [Syllabus Reference: HVIT 3.1, BL2]
7.3.2.1 Models and concepts of HVIT culture / Three categories of models and concepts
7.3.2.2 Models and concepts
7.3.2.2.1 Ethics [Syllabus Reference: HVIT 3.1a, BL2]
7.3.2.2.2 Design thinking [Syllabus Reference: HVIT 3.1g, BL2]
7.3.2.2.3 Safety culture [Syllabus Reference: HVIT 3.1b, BL2]
7.3.2.2.4 Lean culture [Syllabus Reference: HVIT 3.1c, BL2]
7.3.2.2.5 Toyota Kata [Syllabus Reference: HVIT 3.1d, BL2]
7.3.2.2.6 Lean / Agile / Resilient / Continuous [Syllabus Reference: HVIT 3.1e, BL2]
7.3.2.2.6.1 Key characteristics of high velocity IT
7.3.2.2.6.2 Lean
7.3.2.2.6.3 Agile
7.3.2.2.6.4 Resilient
7.3.2.2.6.5 Continuous
7.3.2.2.7 Service-dominant logic [Syllabus Reference: HVIT 3.1f, BL2]
7.3.2.2.8 Complexity thinking [Syllabus Reference: HVIT 3.1h, BL2]
7.3.2.3 Relationship between models, concepts and five key behavior patterns in HVIT environment

8 Direct, Plan and Improve (DPI)
8.1 Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context [Syllabus Reference: DPI 2, BL3]
8.1.1 Know how to cascade goals and requirements [Syllabus Reference: DPI 2.1a, BL3]
8.1.1.1 Strategy and strategic planning
8.1.1.2 Cascading objectives
8.1.1.3 Cascading requirements
8.1.2 Know how to define effective policies, controls and guidelines [Syllabus Reference: DPI 2.1b, BL3]
8.1.2.1 Effective policies
8.1.2.2 Effective guidelines
8.1.2.3 Effective controls
8.1.3 Know how to place decision-making authority at the correct level [Syllabus Reference: DPI 2.1c, BL3]
8.2 Understand the role of GRC and know how to integrate the principles and methods into the service value system [Syllabus Reference: DPI 3, BL2 + BL3]
8.2.1 Understand the role of risk and risk management in DPI [Syllabus Reference: DPI 3.1, BL2]
8.2.1.1 Role of risk and risk management in direction
8.2.1.1.1 Long-term objectives
8.2.1.1.2 Medium-term objectives
8.2.1.1.3 Short-term objectives
8.2.1.2 Interaction between long-, medium- and short-term objectives
8.2.1.3 The role of risk and risk management in planning and improvement
8.2.1.3.1 The role of risk and risk management in planning
8.2.1.3.2 The role of risk and risk management in improvement
8.2.2 Understand how governance impacts DPI [Syllabus Reference: DPI 3.2, BL2]
8.2.2.1 Governance structures used for decision-making
8.2.2.2 Governance of the service provider
8.2.2.3 Placing decision-making at the right level
8.2.2.4 The impacts of governance on direction, planning, and improvement
8.2.2.4.1 The impacts of governance on direction
8.2.2.4.2 The impacts of governance on planning
8.2.2.4.3 The impacts of governance on improvement
8.3 Know how to ensure that controls are sufficient, but not excessive [Syllabus Reference: DPI 3.3, BL3]
8.4 Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement [Syllabus Reference: DPI 5, BL2 + BL3]
8.4.1 Understand the nature, scope and potential benefits of organizational change management [Syllabus Reference: DPI 5.1, BL2]
8.4.2 Know how to use the key principles and methods of Communication & OCM [Syllabus Reference: DPI 5.2, BL3]
8.4.2.1 Identify and manage different types of stakeholders [Syllabus Reference: DPI 5.2a, BL3]
8.4.2.1.1 Stakeholder mapping
8.4.2.1.2 Defining a stakeholder communication plan
8.4.2.2 Effectively communicate with and influence others [Syllabus Reference: DPI 5.2b, BL3]
8.4.3 Establish effective feedback channels [Syllabus Reference: DPI 5.2c, BL3]
8.4.3.1 Communication methods and media
8.4.3.2 Defining and establishing feedback channels
8.4.4 Know how to establish effective interfaces across the value chain
8.4.4.1 Establishing effective interfaces across the value chain
8.4.4.2 Establishing effective interfaces across organizational boundaries
8.4.4.3 Communication principles
8.4.4.3.1 Communication is a two-way process
8.4.4.3.2 We are all communicating all the time
8.4.4.3.3 Timing and frequency matter
8.4.4.3.4 There is no single method of communication that works for everyone
8.4.4.3.5 The message is in the medium

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