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升級至 ITIL® 4 Foundation Certificate in IT Service Management 國際認可證書課程 (Upgrade from ITIL v3 / ITIL 2011)

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旺角 2332-6544
觀塘 3563-8425
北角 3580-1893
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!
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!
課時: 12 小時
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課堂錄影導師: Franco (任教課程清單)
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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。

只有我們夠膽提供:本課程提供合格保障!


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 Foundation Certificate in IT Service Management 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 Foundation syllabus所要求的內容,針對考試重點授課,使同學能通過考試。

課程時數: 共 12 小時 (共 4 堂)
適合人士: 持有 ITIL v3 / ITIL 2011 認證的人士,報讀課程時須出示 ITIL v3 / ITIL 2011 證書正本以辦理手續。
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。

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 Foundation 認可教材教授。
3. 提供模擬考試題目: 本中心為學員提供約 100 條 ITIL® 4 Foundation 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 Foundation 學員於第一次考 ITIL® 4 Foundation 若不合格,可申請 半費重考 ITIL® 4 Foundation 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 Foundation 考試。
3. 學員於第一次應考 ITIL® 4 Foundation 考試前,必須進行本中心的 ITIL® 4 Foundation 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。

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!


我們會安排持有 ITIL v3 / ITIL 2011 認證的同學在本中心應考 ITIL® 4 Foundation 考試。考試費為 HK$1,330 (此優惠最後有效日:2019 年 7 月 31 日)。同學需於報讀課程時出示 ITIL v3 / ITIL 2011 證書正本以辦理手續。

* 我們會在 3 月中開始向同學提供 ITIL® 4 Foundation 考試服務




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

2 Quoted ITIL® text from publications

3 Bloom’s levels (BL)
3.1 BL1
3.2 BL2

4 Understand the key concepts of service management [Syllabus Reference: 1]
4.1 Recall the definition [Syllabus Reference: 1.1]
4.1.1 Service [Syllabus Reference: 1.1a]
4.1.2 Utility [Syllabus Reference: 1.1b + 1.2g]
4.1.3 Warranty [Syllabus Reference: 1.1c + 1.2h]
4.1.4 Customer [Syllabus Reference: 1.1d]
4.1.5 User [Syllabus Reference: 1.1e]
4.1.6 Sponsor [Syllabus Reference: 1.1g]
4.1.7 Service management [Syllabus Reference: 1.1f]
4.2 Describe the key concepts of creating value with services [Syllabus Reference: 1.2]
4.2.1 Value [Syllabus Reference: 1.2b]
4.2.2 Cost [Syllabus Reference: 1.2a]
4.2.3 Organization [Syllabus Reference: 1.2c]
4.2.4 Output [Syllabus Reference: 1.2e]
4.2.5 Outcome [Syllabus Reference: 1.2d]
4.2.6 Risk [Syllabus Reference: 1.2f]
4.3 Describe the key concepts of service relationships [Syllabus Reference: 1.3]
4.3.1 Service provision [Syllabus Reference: 1.3c]
4.3.2 Service consumption [Syllabus Reference: 1.3d]
4.3.3 Service relationship management [Syllabus Reference: 1.3b]
4.3.4 Service offering [Syllabus Reference: 1.3a]

5 Understand the four dimensions of service management [Syllabus Reference: 3]
5.1 Describe the four dimensions of service management [Syllabus Reference: 3.1]
5.1.1 Organizations and people [Syllabus Reference: 3.1a]
5.1.2 Information and technology [Syllabus Reference: 3.1b]
5.1.3 Partners and suppliers [Syllabus Reference: 3.1c]
5.1.4 Value streams and processes [Syllabus Reference: 3.1d]

6 Understand the purpose and components of the ITIL® service value system (SVS) [Syllabus Reference: 4]
6.1 Describe the ITIL® service value system [Syllabus Reference: 4.1]

7 Understand how the ITIL® guiding principles can help an organization adopt and adapt service management [Syllabus Reference: 2]
7.1 Describe the nature, use and interaction of the guiding principles [Syllabus Reference: 2.1]
7.2 Explain the use of the guiding principles [Syllabus Reference: 2.2]
7.2.1 Focus on value [Syllabus Reference: 2.2a]
7.2.1.1 Introduction
7.2.1.2 Applying the principle
7.2.2 Start where you are [Syllabus Reference: 2.2b]
7.2.2.1 Introduction
7.2.2.2 Applying the principle
7.2.3 Progress iteratively with feedback [Syllabus Reference: 2.2c]
7.2.3.1 Introduction
7.2.3.2 Applying the principle
7.2.4 Collaborate and promote visibility [Syllabus Reference: 2.2d]
7.2.4.1 Introduction
7.2.4.2 Applying the principle
7.2.5 Think and work holistically [Syllabus Reference: 2.2e]
7.2.5.1 Introduction
7.2.5.2 Applying the principle
7.2.6 Keep it simple and practical [Syllabus Reference: 2.2f]
7.2.6.1 Introduction
7.2.6.2 Applying the principle
7.2.7 Optimize and automate [Syllabus Reference: 2.2g]
7.2.7.1 Applying the principle

8 Understand the activities of the service value chain, and how they interconnect [Syllabus Reference: 5]
8.1 Describe the interconnected nature of the service value chain and how this supports value streams [Syllabus Reference: 5.1]
8.2 Describe the inputs, outputs and purpose of each value chain activity [Syllabus Reference: 5.2]
8.2.1 Plan [Syllabus Reference: 5.2a]
8.2.1.1 Purpose
8.2.1.2 Inputs
8.2.1.3 Outputs
8.2.2 Improve [Syllabus Reference: 5.2b]
8.2.2.1 Purpose
8.2.2.2 Inputs
8.2.2.3 Outputs
8.2.3 Engage [Syllabus Reference: 5.2c]
8.2.3.1 Purpose
8.2.3.2 Inputs
8.2.3.3 Outputs
8.2.4 Design & transition [Syllabus Reference: 5.2d]
8.2.4.1 Purpose
8.2.4.2 Inputs
8.2.4.3 Outputs
8.2.5 Obtain/build [Syllabus Reference: 5.2e]
8.2.5.1 Purpose
8.2.5.2 Inputs
8.2.5.3 Outputs
8.2.6 Deliver & support [Syllabus Reference: 5.2f]
8.2.6.1 Purpose
8.2.6.2 Inputs
8.2.6.3 Outputs

9 Know the purpose and key terms of 15 ITIL® practices [Syllabus Reference: 6]
9.1 Recall the purpose of the following ITIL® practices [Syllabus Reference: 6.1]
9.1.1 Information security management [Syllabus Reference: 6.1a]
9.1.2 Relationship management [Syllabus Reference: 6.1b]
9.1.3 Supplier management [Syllabus Reference: 6.1c]
9.1.4 Availability management
9.1.5 Capacity and performance management
9.1.6 IT asset management [Syllabus Reference: 6.1d]
9.1.7 Service continuity management
9.1.8 Monitoring and event management [Syllabus Reference: 6.1e]
9.1.9 Release management [Syllabus Reference: 6.1f]
9.1.10 Service configuration management [Syllabus Reference: 6.1g]
9.1.11 Deployment management [Syllabus Reference: 6.1h]
9.1.12 Continual improvement [Syllabus Reference: 6.1i]
9.1.13 Change control [Syllabus Reference: 6.1j]
9.1.14 Incident management [Syllabus Reference: 6.1k]
9.1.15 Problem management [Syllabus Reference: 6.1l]
9.1.16 Service request management [Syllabus Reference: 6.1m]
9.1.17 Service desk [Syllabus Reference: 6.1n]
9.1.18 Service level management [Syllabus Reference: 6.1o]
9.2 Recall definitions of the following ITIL® terms [Syllabus Reference: 6.2]
9.2.1 Availability
9.2.2 IT asset [Syllabus Reference: 6.2a]
9.2.3 Event [Syllabus Reference: 6.2b]
9.2.4 Configuration item [Syllabus Reference: 6.2c]
9.2.5 Change [Syllabus Reference: 6.2d]
9.2.6 Incident [Syllabus Reference: 6.2e]
9.2.7 Problem [Syllabus Reference: 6.2f]
9.2.8 Known error [Syllabus Reference: 6.2g]

10 Understand 7 ITIL® practices [Syllabus Reference: 7]
10.1 Explain the following ITIL® practices in detail, including how they fit within the service value chain [Syllabus Reference: 7.1]
10.1.1 Continual improvement including the continual improvement model [Syllabus Reference: 7.1a]
10.1.1.1 Details
10.1.1.2 How to fit within the service value chain
10.1.2 Change control [Syllabus Reference: 7.1b]
10.1.2.1 Details
10.1.2.2 How to fit within the service value chain
10.1.3 Incident management [Syllabus Reference: 7.1c]
10.1.3.1 Details
10.1.3.2 How to fit within the service value chain
10.1.4 Problem management [Syllabus Reference: 7.1d]
10.1.4.1 Details
10.1.4.2 Contribution of problem management to value chain activities
10.1.5 Service request management [Syllabus Reference: 7.1e]
10.1.5.1 Details
10.1.5.2 How to fit within the service value chain
10.1.6 Service desk [Syllabus Reference: 7.1f]
10.1.6.1 Details
10.1.6.2 How to fit within the service value chain
10.1.7 Service level management [Syllabus Reference: 7.1g]
10.1.7.1 Details
10.1.7.2 Contribution of service level management to value chain activities

11 Appendix: ITIL® practices
11.1 Introduction to ITIL® practices
11.1.1 Types of management practices
11.1.1.1 General management practices
11.1.1.2 Service management practices
11.1.1.3 Technical management practices
11.1.2 “Table of contents” of management practices

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


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