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ITIL® 4 Foundation Certificate in IT Service Management 國際認可證書課程

  • 課程時間
  • 課程簡介
  • 課程特點
  • 考試須知
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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。

課程優惠!現凡同時報讀以下兩個課程:
即減 $250!

傳統服務:課程上堂時間表 (地點:旺角   總費用:$1,980)

超震撼: 凡於 2019年 2月 22日 (五) 或之前報讀本課程,
原價 $2,380,現只需
$1,980!

編號 日期 (dd/mm) 星期 時間 費用 導師  
FL0260EM  23/02 - 02/03
23/2, 2/3
 下載詳細上課日期
2:30pm - 9:30pm (dinner: 5:30pm-6:30pm) $1,980 Franco 按此報名
FL0360EM  09/03 - 16/03
9/3, 16/3
 下載詳細上課日期
2:30pm - 9:30pm (dinner: 5:30pm-6:30pm) $1,980 Franco 按此報名
FL0560EM  04/05 - 11/05
4/5, 11/5
 下載詳細上課日期
2:30pm - 9:30pm (dinner: 5:30pm-6:30pm) $1,980 Franco 按此報名

*** 質素保證:免費於任何地點試睇首 1 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!
合格保障: 半費重考。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: 12 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 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 小時課堂 (共 4 堂)
適合人士: 對 ITIL® 有興趣的人士
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 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。

我們會安排同學在本中心應考 ITIL® 4 Foundation 考試。考試費為 HK$1,900。

* 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。

  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 Service management [Syllabus Reference: 1.1f]
    4.1.7 Sponsor [Syllabus Reference: 1.1g]
    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 18 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 [Syllabus Reference: 6.1d]
    9.1.5 Capacity and performance management [Syllabus Reference: 6.1e]
    9.1.6 IT asset management [Syllabus Reference: 6.1f]
    9.1.7 Service continuity management [Syllabus Reference: 6.1g]
    9.1.8 Monitoring and event management [Syllabus Reference: 6.1h]
    9.1.9 Release management [Syllabus Reference: 6.1i]
    9.1.10 Service configuration management [Syllabus Reference: 6.1j]
    9.1.11 Deployment management [Syllabus Reference: 6.1k]
    9.1.12 Continual improvement [Syllabus Reference: 6.1l]
    9.1.13 Change control [Syllabus Reference: 6.1m]
    9.1.14 Incident management [Syllabus Reference: 6.1n]
    9.1.15 Problem management [Syllabus Reference: 6.1o]
    9.1.16 Service request management [Syllabus Reference: 6.1p]
    9.1.17 Service desk [Syllabus Reference: 6.1q]
    9.1.18 Service level management [Syllabus Reference: 6.1r]
    9.2 Recall definitions of the following ITIL® terms [Syllabus Reference: 6.2]
    9.2.1 Availability [6.2a]
    9.2.2 IT asset [Syllabus Reference: 6.2b]
    9.2.3 Event [Syllabus Reference: 6.2c]
    9.2.4 Configuration item [Syllabus Reference: 6.2d]
    9.2.5 Change [Syllabus Reference: 6.2e]
    9.2.6 Incident [Syllabus Reference: 6.2f]
    9.2.7 Problem [Syllabus Reference: 6.2g]
    9.2.8 Known error [Syllabus Reference: 6.2h]

  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

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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