ITIL^® Intermediate : Service Operation (SO) (ITIL v3 2011 版本)
課程簡稱：ITIL SO Training Course (ITIL v3 2011)

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課程簡介
課程特點
考試須知
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。

關於本課程之相關考試：
ITIL^® 官方已定了其考試的最後限期日為 2021 年 12 月 31 日 (五)。
建議報讀 ITIL^® 4 系列課程。

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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，即可使用轉數快

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編號	地點	可預約星期及時間	學費低至 85 折
JF2103MV	旺角	一至五：14:30 - 22:15 六：13:45 - 21:30 日：10:15 - 18:00 (公眾假期休息)	95 折後只需 $4,731 ^#(另加 $3,400 考試費)
JF2103OV	觀塘	一至五：13:30 - 22:00 六及日：12:30 - 21:00 (星期三及公眾假期休息)	9 折後只需 $4,482 ^#(另加 $3,400 考試費)
JF2103PV	北角	一至五：13:30 - 22:00 六及日：12:30 - 21:00 (星期三及公眾假期休息)	9 折後只需 $4,482 ^#(另加 $3,400 考試費)
JF2103SV	沙田	一至五：13:30 - 22:00 六及日：12:30 - 21:00 (星期三及公眾假期休息)	85 折後只需 $4,233 ^#(另加 $3,400 考試費)
JF2103YV	屯門	一至五：13:30 - 22:00 六及日：12:30 - 21:00 (星期三及公眾假期休息)	85 折後只需 $4,233 ^#(另加 $3,400 考試費)

* 各政府部門可使用 P Card 付款
# 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

在校免費試睇：

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

在校免費重睇：

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：

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。

課堂錄影導師：

Franco (任教課程清單)

在校觀看：

詳情及示範片段

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，即可使用轉數快

繳付學費，過程簡便！

編號	地點	星期及時間	費用
JF2103HH	在家	享用時期內每星期 7 天 (包括公眾假期)，每天 24 小時全天候不限次數地觀看。	$4,980 ^#(另加 $3,400 考試費)

* 各政府部門可使用 P Card 付款
# 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

在校免費試睇：

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

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

在家觀看時禁用程式：

一些危害課堂錄影版權的程式。

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。

課堂錄影導師：

Franco (任教課程清單)

在家觀看：

服務條款及守則、報讀程序及示範片段

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！

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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 Operation值 3 分。累計達22分就可以取得 ITIL^® Expert 資格。詳情可參考下圖。

課程名稱：	ITIL Intermediate : Service Operation (SO) (ITIL v3 2011 版本) - 簡稱：ITIL SO Training Course (ITIL v3 2011)
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。

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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。

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ITIL^® 認可教材教授。
3. 考試合格保障：	本中心 ITIL^® Intermediate: Service Operation 學員於第一次考 ITIL^® Intermediate : Service Operation 若不合格，可申請半費重考 ITIL^® Intermediate : Service Operation 一次，但必須符合下列的三項要求： 1. 於 ITIL^® Intermediate : Service Operation 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。

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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。

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

取得合格成績後，就獲頒 ITIL^® Intermediate: Service Operation 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"。

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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。

課程名稱：ITIL Intermediate : Service Operation (SO) (ITIL v3 2011 版本)
- 簡稱：ITIL SO Training Course (ITIL v3 2011)

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 operation (SO01)
4.1 Main purpose and objective of service operation
4.2 Scope of the service operation
4.3 Context of service operation and the service lifecycle
4.3.1 Service strategy
4.3.2 Service design
4.3.3 Service transition
4.3.4 Service operation
4.3.5 Continual service improvement
4.3.6 Service lifecycle
4.4 Value to business from service operation
4.5 Service operation fundamental
4.5.1 Difficulties in service operation
4.5.2 Processes in service operation
4.5.3 Functions in service operation

5 Service Operation Principles (SO02)
5.1 Achieving balance in service operation
5.1.1 Internal IT view VS external business view
5.1.2 Stability VS responsiveness
5.1.3 Quality of service VS cost of service
5.1.4 Reactive VS proactive
5.2 Providing good service
5.3 Involvement in other service lifecycle stages
5.3.1 Operation staff involvement in service strategy
5.3.2 Operation staff involvement in service design
5.3.3 Operation staff involvement in service transition
5.3.4 Operation staff involvement in continual service improvement
5.4 Operational Health
5.5 Communication
5.6 Documentation
5.7 Service operation inputs and outputs

6 Service Operation processes (SO03)
6.1 Event Management
6.1.1 Two Types of Monitoring Tools
6.1.2 Purpose and Objectives
6.1.3 Scope
6.1.4 Value to business
6.1.5 Policies, principles and basic concepts
6.1.5.1 Policies
6.1.5.2 Principles and basic concepts
6.1.6 Process activities, methods and techniques
6.1.6.1 Event occurrence
6.1.6.2 Event notification
6.1.6.3 First-level event correlation and filtering
6.1.6.4 Second-level event correlation
6.1.6.5 Further actions
6.1.6.6 Response selection
6.1.6.7 Review actions
6.1.6.8 Close event
6.1.7 Triggers, inputs, outputs and interfaces
6.1.7.1 Triggers
6.1.7.2 Inputs
6.1.7.3 Outputs
6.1.7.4 Interfaces
6.1.8 Critical success factors and key performance indicators
6.1.9 Challenges and risks
6.1.9.1 Challenges
6.1.9.2 Risks
6.2 Incident 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 Principles and basic concepts
6.2.5 Process activities, methods and techniques
6.2.5.1 Incident identification
6.2.5.2 Incident logging
6.2.5.3 Incident Categorisation
6.2.5.4 Incident prioritization
6.2.5.5 Initial diagnosis
6.2.5.6 Incident escalation
6.2.5.7 Investigation and diagnosis
6.2.5.8 Resolution and recovery
6.2.5.9 Incident closure
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 Request Fulfilment
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 Principles and basic concepts
6.3.5 Process activities, methods and techniques
6.3.5.1 Receive request
6.3.5.2 Request logging and validation
6.3.5.3 Request categorisation
6.3.5.4 Request prioritization
6.3.5.5 Request authorization
6.3.5.6 Request review
6.3.5.7 Request model execution
6.3.5.8 Request closure
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 Problem 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 Policies
6.4.4.2 Principles and basic concepts
6.4.5 Process activities, methods and techniques
6.4.5.1 Problem detection
6.4.5.2 Problem logging
6.4.5.3 Problem categorization
6.4.5.4 Problem prioritization
6.4.5.5 Problem investigation and diagnosis
6.4.5.6 Workarounds
6.4.5.7 Known error record
6.4.5.8 Problem resolution
6.4.5.9 Problem closure
6.4.5.10 Major problem review
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 Access 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 Policies
6.5.4.2 Principles and basic concepts
6.5.5 Process activities, methods and techniques
6.5.5.1 Request access
6.5.5.2 Verification
6.5.5.3 Provide rights
6.5.5.4 Check and monitor identity status
6.5.5.5 Log and track access
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
6.5.7.1 Challenges and risks
6.5.7.2 Challenges
6.5.7.3 Risks

7 Common service operation activities (SO04)
7.1 Monitoring and control
7.1.1 Monitoring
7.1.2 Reporting
7.1.3 Monitor control loops
7.1.3.1 Complex monitor control loop
7.1.3.2 ITSM monitor control loop
7.1.4 Internal and external monitoring and control
7.1.5 Objectives for monitoring and control
7.1.6 Monitoring strategies
7.1.7 Reporting and action
7.2 IT Operation
7.2.1 Console management or operational bridge
7.2.2 Job scheduling
7.2.3 Backup and restore
7.2.3.1 Backup
7.2.3.2 Restore
7.2.4 Print and output management
7.3 Server and mainframe management and support
7.4 Network management
7.5 Storage and archive
7.6 Database administration
7.7 Directory services management
7.8 Desktop and mobile device support
7.9 Middleware management
7.10 Internet and web management
7.11 Facilities and data centre management
7.11.1 More about physical access control
7.12 Operational activities of processes covered in other lifecycle stages
7.12.1 Communication with change management
7.12.2 Communication with service asset and configuration management
7.12.3 Communication with release and deployment management
7.12.4 Communication with capacity management
7.12.5 Communicate with demand management
7.12.6 Communicate with availability management
7.12.7 Communication with knowledge management
7.12.8 Communication with Financial management for IT service
7.12.9 Communication with IT service continuity management
7.12.10 Communication with information security management
7.12.11 Communication with service level management
7.13 Improvement of operational activities

8 Organizing for service operation (SO05)
8.1 Service desk function
8.1.1 Justification and role of the service desk function
8.1.2 Objectives of service desk function
8.1.3 Service Desk Organization Structures
8.1.3.1 Local Service Desk
8.1.3.2 Centralized Service Desk
8.1.3.3 Virtual Service Desk
8.1.3.4 Follow The Sun
8.1.4 Staff level
8.1.5 Skill level
8.1.6 Training
8.1.7 Staff retention
8.1.8 Super user
8.1.9 Performance measurement
8.1.10 Customer / user satisfaction surveys
8.1.11 Service desk environment
8.1.12 Outsourcing the service desk
8.2 Technical management function
8.2.1 Roles of Technical Management
8.2.2 Technical management activities
8.2.3 Technical management organization
8.2.4 Technical design and technical maintenance
8.2.5 Technical management performance
8.2.6 Technical management documentation
8.3 IT operations management function
8.3.1 Roles of IT operation management
8.3.2 IT operations control activities
8.3.3 Facilities management activities
8.3.4 IT operations management performance
8.3.5 IT operations management documentation
8.4 Application management function
8.4.1 Roles of application management
8.4.2 Application management activities
8.4.3 Differences between Application Development and Application Management
8.4.4 Build or buy?
8.4.5 Application management lifecycle
8.4.5.1 Requirements
8.4.5.2 Design
8.4.5.3 Build
8.4.5.4 Deploy
8.4.5.5 Operate
8.4.5.6 Optimize
8.4.6 Application management organization
8.4.7 Application management documentation
8.4.7.1 Application portfolio
8.4.7.2 Application requirements
8.4.7.3 Use cases
8.4.7.4 Design documentation
8.4.7.5 Manuals
8.5 Roles
8.5.1 Generic service owner role
8.5.2 Generic process owner role
8.5.3 Generic process manager role
8.5.4 Generic process practitioner role
8.5.5 Incident management roles
8.5.5.1 Incident management process owner
8.5.5.2 Incident management process manager
8.5.5.3 First-line analyst
8.5.5.4 Second-line analyst
8.5.5.5 Third-line analyst
8.5.6 Problem management roles
8.5.6.1 Problem management process owner
8.5.6.2 Problem management process manager
8.5.6.3 Problem analyst
8.5.7 Request fulfilment roles
8.5.7.1 Request fulfilment process owner
8.5.7.2 Request fulfilment process manager
8.5.7.3 Request fulfilment analyst
8.5.8 Event management roles
8.5.8.1 Event management process manager
8.5.9 Access management roles
8.5.9.1 Access management process owner
8.5.9.2 Access management process manager
8.5.10 Service desk roles
8.5.10.1 Service desk manager
8.5.10.2 Service desk supervisor
8.5.10.3 Service desk analyst
8.5.10.4 Super user
8.5.11 Technical management roles
8.5.11.1 Technical manager
8.5.11.2 Technical analyst
8.5.11.3 Technical operator
8.5.12 IT operations management roles
8.5.12.1 IT operations manager
8.5.12.2 Shift leader
8.5.12.3 IT operational analyst
8.5.12.4 IT operator
8.5.13 Application management roles
8.5.13.1 Application manager
8.5.13.2 Application analyst
8.6 Service operation organization structures
8.6.1 Organization by technical specialization
8.6.2 Organization by activity
8.6.3 Organizing to manage processes
8.6.4 Organizing IT operations by geography
8.6.5 Hybrid organization structures
8.6.5.1 Organizing technical and application management

9 Technology considerations (SO06)
9.1 Generic requirements
9.2 Technology considerations in event management
9.3 Technology considerations in incident management
9.4 Technology considerations in request fulfilment
9.5 Technology considerations in problem management
9.6 Technology considerations in access management
9.7 Technology considerations in service desk
9.7.1 Collaboration technologies
9.7.2 Support tools

10 Implementation of service operation (SO07)
10.1 Managing change in service operation
10.2 Project management in service operation
10.3 Assessing and managing risk in service operation
10.4 Operational staff in service design and service transition
10.5 Planning and implementing service management technologies

11 Challenges, risks and critical success factors (SO08)
11.1 Challenges
11.2 Critical success factors
11.3 Risks

12 Exercise

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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。

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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^® Intermediate : Service Operation (SO) (ITIL v3 2011 版本)
課程簡稱：ITIL SO Training Course (ITIL v3 2011)

ITIL® Intermediate : Service Operation (SO) (ITIL v3 2011 版本) 課程簡稱：ITIL SO Training Course (ITIL v3 2011)

® Intermediate : Service Operation (SO) (ITIL v3 2011 版本) 課程簡稱：ITIL SO Training Course (ITIL v3 2011)

ITIL^® Intermediate : Service Operation (SO) (ITIL v3 2011 版本)
課程簡稱：ITIL SO Training Course (ITIL v3 2011)

^® Intermediate : Service Operation (SO) (ITIL v3 2011 版本)
課程簡稱：ITIL SO Training Course (ITIL v3 2011)