ITIL SO Training Course (ITIL v3 2011) Training 課程
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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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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。

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 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。

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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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