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ITIL® Intermediate : Service Design (SD)

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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!
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課時: 21 小時
享用時期: 7 星期 (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。
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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。

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 Design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筆記

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 Design 學員於第一次考 ITIL® Intermediate : Service Design 若不合格,可申請半費重考 ITIL® Intermediate : Service Design 一次,但必須符合下列的三項要求:
1. 於 ITIL® Intermediate : Service Design 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 Design 是高級證書。高級證書意即你不能直接考取 ITIL® Intermediate : Service Design,而必須首先考取到 ITIL® Foundation v3 或以上,才可考取 ITIL® Intermediate : Service Design!

取得合格成績後,就獲頒 ITIL® Intermediate: Service Design 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 design (SD01)
4.1 Purpose and objectives
4.2 Scope
4.3 Value to business
4.4 The context of service design 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
4.5 Inputs and outputs in service design
4.6 Service acceptance criteria (SAC)

5 Service design principles (SD02)
5.1 Holistic service design
5.2 Service design in overall business change
5.3 Integrated service design
5.4 Balanced design
5.5 Service and business requirements and drivers
5.6 Design activities and their constraints
5.6.1 Design activities
5.6.2 Design constraints
5.7 The five aspects of service design
5.7.1 Design aspects
5.7.2 Designing service solutions
5.7.3 Designing supporting systems, especially the service portfolio
5.7.4 Designing technology architectures
5.7.4.1 Enterprise architecture
5.7.4.2 Service architecture
5.7.4.3 Application architecture
5.7.4.4 Data and information architecture
5.7.4.5 IT infrastructure architecture
5.7.4.6 Technology management
5.7.5 Designing processes
5.7.5.1 Designing roles with RACI model
5.7.5.2 RACI analysis
5.7.5.3 Process and RACI
5.7.6 Designing measurement systems and metrics
5.8 Service-oriented architecture principles
5.9 Service design models
5.9.1 Delivery model options
5.9.2 Choosing service delivery strategies
5.9.3 Development approaches
5.9.3.1 Rapid application development (RAD)
5.9.3.2 Off-the-shelf solutions

6 Service design processes (SD03)
6.1 Design coordination
6.1.1 Purpose and objective
6.1.2 Scope
6.1.3 Value to business
6.1.4 Policies, principles and basic concepts
6.1.4.1 Policies
6.1.4.2 Principles and basic concepts
6.1.5 Process activities, methods and techniques
6.1.6 Triggers, inputs, outputs and interfaces
6.1.6.1 Triggers
6.1.6.2 Inputs
6.1.6.3 Outputs
6.1.6.4 Interfaces
6.1.7 Critical success factors and key performance indicators
6.1.7.1 CSF
6.1.7.2 KPI
6.1.7.3 CSF and KPI in design coordination
6.1.8 Challenges and risks
6.1.8.1 Challenges
6.1.8.2 Risks
6.2 Service catalogue 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 What is service?
6.2.4.2 Types of services
6.2.4.3 Service catalogue usage
6.2.4.4 Service catalogue structure
6.2.5 Process activities, methods and techniques
6.2.6 Triggers, inputs, outputs and interfaces
6.2.6.1 Triggers
6.2.6.2 Inputs
6.2.6.3 Outputs
6.2.6.4 Interfaces
6.2.7 Critical success factors and key performance indicators
6.2.8 Challenges and risks
6.2.8.1 Challenges
6.2.8.2 Risks
6.3 Service level management
6.3.1 Purpose and objectives
6.3.2 Scope
6.3.3 Value to business
6.3.4 Policies, principles and basic concepts
6.3.5 Process activities, methods and techniques
6.3.5.1 SLA frameworks
6.3.5.2 Drafting SLA and OLA
6.3.5.3 Negotiating and agreeing SLA and OLA
6.3.5.4 Service reports
6.3.5.5 Service reviews
6.3.5.6 Compliments and complaints
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 Availability 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 Availability
6.4.4.2 Reliability
6.4.4.3 Maintainability
6.4.4.4 Example of measuring availability, reliability and maintainability
6.4.4.5 Serviceability
6.4.4.6 Vital Business Function (VBF)
6.4.4.7 Measurement
6.4.5 Process activities, methods and techniques
6.4.5.1 Proactive activities
6.4.5.2 Reactive activities
6.4.5.3 Content of measurement
6.4.5.4 Investigate unavailability issues
6.4.5.5 Service failure analysis (SFA)
6.4.5.6 Design for availability
6.4.5.7 Component failure impact analysis
6.4.5.8 Fault tree analysis (FTA)
6.4.5.9 Risk assessment and management
6.4.5.10 Miscellaneous
6.4.6 Triggers, inputs, outputs and interfaces
6.4.6.1 Triggers
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 Capacity management
6.5.1 Purpose and objectives
6.5.2 Scope
6.5.3 Value to business
6.5.4 Policies, principles and basic concepts
6.5.4.1 Understanding business and IT environment
6.5.4.2 Capacity plan
6.5.4.3 Sub-processes of capacity management
6.5.5 Process activities, methods and techniques
6.5.5.1 Proactive activities
6.5.5.2 Reactive activities
6.5.5.3 Capacity planning
6.5.5.4 Capacity management and service level management
6.5.5.5 Exploitation of new technologies
6.5.5.6 Fault-tolerant design
6.5.5.7 Ongoing activities of capacity activities
6.5.5.8 Modelling
6.5.5.9 Application sizing
6.5.6 Triggers, inputs, outputs and interfaces
6.5.6.1 Triggers
6.5.6.2 Inputs
6.5.6.3 Outputs
6.5.6.4 Interfaces
6.5.7 Critical success factors and key performance indicators
6.5.8 Challenges and risks
6.5.8.1 Challenges
6.5.8.2 Risks
6.6 IT service continuity management
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 Initiation
6.6.5.2 Business impact analysis
6.6.5.3 Risk assessment
6.6.5.4 Recovery options
6.6.5.5 Implementation
6.6.5.6 Testing
6.6.5.7 Ongoing maintenance
6.6.6 Triggers, inputs, outputs and interfaces
6.6.6.1 Triggers
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 Information security 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 Security policies
6.7.4.2 Risk management
6.7.4.3 Information security management system
6.7.4.4 Security governance
6.7.5 Process activities, methods and techniques
6.7.5.1 Security controls
6.7.5.2 Relationship between threats, incidents, damage and controls
6.7.5.3 Security incidents
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
6.8 Supplier management
6.8.1 Purpose and objectives
6.8.2 Scope
6.8.3 Value to business
6.8.4 Policies, principles and basic concepts
6.8.4.1 Underpinning contracts
6.8.4.2 Supplier and contract management information system (SCMIS)
6.8.5 Process activities, methods and techniques
6.8.5.1 Partnering relationships
6.8.5.2 Supplier categorization
6.8.5.3 Standardized services and customized services from suppliers
6.8.5.4 Supplier relationships
6.8.5.5 Integrate supplier activities and service operations
6.8.5.6 Review supplier activities and performance
6.8.6 Triggers, inputs, outputs and interfaces
6.8.6.1 Triggers
6.8.6.2 Inputs
6.8.6.3 Outputs
6.8.6.4 Interfaces
6.8.7 Critical success factors and key performance indicators
6.8.8 Challenges and risks
6.8.8.1 Challenges
6.8.8.2 Risks

7 Service design technology-related activities (SD04)
7.1 Requirements engineering
7.1.1 General requirements
7.1.2 Understanding requirements
7.1.2.1 Interviews
7.1.2.2 Workshops
7.1.2.3 Observation
7.1.2.4 Protocol analysis
7.1.2.5 Shadowing
7.1.2.6 Scenario analysis
7.1.2.7 Prototyping
7.1.3 Problems with requirements engineering
7.1.4 Better resolving requirements engineering problems
7.1.5 Documentation
7.1.5.1 Requirements catalogue and requirement template
7.2 Management of data and information
7.2.1 Goals of data and information management
7.2.2 Scope of data and information management
7.2.3 Valuing data
7.2.4 Data classification
7.2.5 Data standards
7.2.6 Ownership
7.2.7 Data capture
7.2.8 Storage
7.2.9 Data retrieval and usage
7.2.10 Data integrity
7.3 Management of applications
7.3.1 SDLC and global view of all services
7.3.2 Application portfolio
7.3.3 Application frameworks

8 Organizing for service design (SD05)
8.1 Functional units
8.1.1 Application development
8.1.2 Project management
8.1.3 Application development and project management
8.1.3.1 Initiating
8.1.3.2 Planning and design
8.1.3.3 Executing
8.1.3.4 Monitoring and controlling
8.1.3.5 Closing
8.2 Service design organization structures
8.2.1 In small organizations
8.2.2 In larger organizations
8.3 Roles
8.3.1 Generic roles
8.3.1.1 Process Owner
8.3.1.2 Process Manager
8.3.1.3 Process Practitioner
8.3.2 Roles in design coordination
8.3.2.1 Design coordination process owner
8.3.2.2 Design coordination process manager
8.3.3 Roles in service catalogue management
8.3.3.1 Service catalogue management process owner
8.3.3.2 Service catalogue management process manager
8.3.4 Roles in service level management
8.3.4.1 Service level management process owner
8.3.4.2 Service level management process manager
8.3.5 Roles in availability management
8.3.5.1 Availability management process owner
8.3.5.2 Availability management process manager
8.3.6 Roles in capacity management
8.3.6.1 Capacity management process owner
8.3.6.2 Capacity management process manager
8.3.7 Roles in IT service continuity management roles
8.3.7.1 IT service continuity management process owner
8.3.7.2 IT service continuity management process manager
8.3.8 Roles in information security management
8.3.8.1 Information security management process owner
8.3.8.2 Information security management process manager
8.3.9 Roles in supplier management
8.3.9.1 Supplier management process owner
8.3.9.2 Supplier management process manager
8.3.10 Other service design roles
8.3.10.1 IT planner
8.3.10.2 IT designer / IT architect
8.4 RACI responsibility model
8.4.1 RACI Chart / RACI Matrix
8.4.2 Steps to build RACI Chart
8.4.3 Roles and Activities Analysis
8.4.4 A Good example of RACI matrix

9 Technology considerations (SD06)
9.1 Service design tools
9.2 Service management tools
9.2.1 Requirements
9.2.2 Tool selection
9.2.3 Evaluation
9.2.4 Final topic in tool selection

10 Implementation and improvement of service design (SD07)
10.1 Business impact analysis (BIA)
10.2 Service level requirements
10.3 Risk management
10.4 Implementing service design
10.4.1 The starting point
10.4.2 Improvement
10.4.2.1 What is the vision
10.4.2.2 Where are we now
10.4.2.3 Where do we want to be
10.4.2.4 How do we get there
10.4.2.5 Did we get there
10.4.2.6 How do we keep the momentum going
10.5 Service design measurements
10.5.1 Long term success prerequisites

11 Challenges, critical success factors and risks (SD08)
11.1 Challenges
11.2 Critical success factors
11.3 Risk

12 Exam preparation (SD09)
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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