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

Enquire Now

Course Information

  • 7 Sep 2022 (Wed) - 21 Sep 2022 (Wed) 7:00 PM - 10:00 PM
Registration period
20 Jun 2022 (Mon) - 8 Sep 2022 (Thu)
HKD 1,980
Course Level
Study Mode
12 Hour(s)
九龍旺角亞皆老街 109 號皆旺商業大廈 18 樓 1802 - 1807 室

Course Overview

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

What You’ll Learn

課程名稱:ITIL 4 Foundation Certificate in IT Service Management 國際認可證書課程

- 簡稱:ITIL 4 Foundation Training Course

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] Introduction Applying the principle
7.2.2 Start where you are [Syllabus Reference: 2.2b] Introduction Applying the principle
7.2.3 Progress iteratively with feedback [Syllabus Reference: 2.2c] Introduction Applying the principle
7.2.4 Collaborate and promote visibility [Syllabus Reference: 2.2d] Introduction Applying the principle
7.2.5 Think and work holistically [Syllabus Reference: 2.2e] Introduction Applying the principle
7.2.6 Keep it simple and practical [Syllabus Reference: 2.2f] Introduction Applying theprinciple
7.2.7 Optimize and automate [Syllabus Reference: 2.2g] Introduction 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 purpose of each value chain activity [Syllabus Reference: 5.2]
8.2.1 Purpose of Plan [Syllabus Reference: 5.2a]
8.2.2 Purpose of Improve [Syllabus Reference: 5.2b]
8.2.3 Purpose of Engage [Syllabus Reference: 5.2c]
8.2.4 Purpose of Design & transition [Syllabus Reference: 5.2d]
8.2.5 Purpose of Obtain/build [Syllabus Reference: 5.2e]
8.2.6 Purpose of Deliver & support [Syllabus Reference: 5.2f]

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 IT asset management [Syllabus Reference: 6.1d]
9.1.5 Monitoring and event management [Syllabus Reference: 6.1e]
9.1.6 Release management [Syllabus Reference: 6.1f]
9.1.7 Service configuration management [Syllabus Reference: 6.1g]
9.1.8 Deployment management [Syllabus Reference: 6.1h]
9.1.9 Continual improvement [Syllabus Reference: 6.1i]
9.1.10 Change enablement [Syllabus Reference: 6.1j]
9.1.11 Incident management [Syllabus Reference: 6.1k]
9.1.12 Problem management [Syllabus Reference: 6.1l]
9.1.13 Service request management [Syllabus Reference: 6.1m]
9.1.14 Service desk [Syllabus Reference: 6.1n]
9.1.15 Service level management [Syllabus Reference: 6.1o]
9.2 Recall definitions of the following ITIL® terms [Syllabus Reference: 6.2]
9.2.1 IT asset [Syllabus Reference: 6.2a]
9.2.2 Event [Syllabus Reference: 6.2b]
9.2.3 Configuration item [Syllabus Reference: 6.2c]
9.2.4 Change [Syllabus Reference: 6.2d]
9.2.5 Incident [Syllabus Reference: 6.2e]
9.2.6 Problem [Syllabus Reference: 6.2f]
9.2.7 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] Details
10.1.2 Change enablement [Syllabus Reference: 7.1b] Details
10.1.3 Incident management [Syllabus Reference: 7.1c] Details
10.1.4 Problem management [Syllabus Reference: 7.1d] Details
10.1.5 Service request management [Syllabus Reference: 7.1e] Details
10.1.6 Service desk [Syllabus Reference: 7.1f] Details
10.1.7 Service levelmanagement [Syllabus Reference: 7.1g] Details

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

Start FollowingSee all

We use cookies to enhance your experience on our website. Please read and confirm your agreement to our Privacy Policy and Terms and Conditions before continue to browse our website.

Read and Agreed