課程時間
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！
課程費用連同考試費用，低至 $7,702！
課程優惠！ 現凡同時報讀以下四個課程：即減 $1,400！ 報讀其中三個即減 $960！報讀其中兩個即減 $600！
推介服務：課堂錄影隨時睇 (在家觀看 = 0%，在校觀看 = 100%)
學員使用 WhatsApp、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
* 各政府部門可使用 P Card 付款 ® 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
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 WhatsApp、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
* 各政府部門可使用 P Card 付款 ® 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
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！
課程費用連同考試費用，低至 $7,702！
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:
Copyright © AXELOS Limited 2023. Used under permission of AXELOS Limited. All rights reserved.
® 4 Specialist: Drive Stakeholder Value (DSV) 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 Specialist: Drive Stakeholder Value (DSV) 所要求的內容，針對考試重點授課，使同學能通過考試。
課程名稱：
ITIL® 4 Specialist: Drive Stakeholder Value (DSV) 國際認可證書課程 ITIL® 4 DSV Training Course
課程時數： 共 18 小時課堂 (共 6
堂)
適合人士： 已具備 ITIL® 4 Foundation 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。
只有我們夠膽提供： 本課程提供合格保障！
課程費用連同考試費用，低至 $7,702！
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 Specialist: Drive Stakeholder Value (DSV) 認可教材教授。
3. 提供模擬考試題目： 本中心為學員提供 ITIL® 4 Specialist: Drive Stakeholder Value (DSV) 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 Specialist: Drive Stakeholder Value (DSV) 學員於第一次考 ITIL® 4 Specialist: Drive Stakeholder Value (DSV) 若不合格，可申請半費重考ITIL® 4 Specialist: Drive Stakeholder Value (DSV) 一次，但必須符合下列的四項要求：® 4 Specialist: Drive Stakeholder Value (DSV) 考試。® 4 Specialist: Drive Stakeholder Value (DSV) 考試前，必須進行本中心的 ITIL® 4 Specialist: Drive Stakeholder Value (DSV) 試前測驗，並取得90%或以上的分數。
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！
課程費用連同考試費用，低至 $7,702！
學員可以選擇在本中心或在家應考 ITIL® 4 Specialist: Drive Stakeholder Value (DSV) 考試。
選擇本中心考試的學員，請學員必須聯絡本中心職員以作安排。
電話：3580-1893 辦公時間：一至五：14:15 - 22:00；六及日：12:15 - 20:00 (星期三及公眾假期休息)
選擇在家考試的學員，學員需要自行準備電腦考試，而考試環境和電腦需要符合以下的要求。
考試環境要求:
There is only one doorway for access in and out of the room. The room is private, and you can be sure you will be alone for the entire exam. The walls and desk/table(s) are clear of all unnecessary and/or unauthorized items (e.g., posters, post-it notes, papers and books). Where note paper or other resources are allowed, you can and should have this available on your desk for your exam onboarding. You must show these authorized items to the Proctor on request, so they can ensure there is nothing on them that could provide an unfair advantage. No screens are visible, other than the screen which is being used to take the exam. There is adequate light to ensure the Proctor can see you clearly throughout the exam. Light should not be directed toward the webcam.
考試電腦要求:
Windows® 11, Windows® 10 version 17763 or later (Windows 10S is not supported), Windows® 8.1, Windows® 8. Internet Explorer version 10 or greater. Dual-core 2.4GHz CPU or faster with 2GB of RAM (Minimum requirements). Active Full-Time/Broadband internet connection of at least 4Mbps. 16-bit monitor (at least 15") with screen resolution 1024 x 768 or higher. Speakers and microphone. Keyboard and mouse or another pointing device (keyboard set to English characters). A single web camera you can rotate. Cameras are clear and free from obstruction. You can rotate your webcam 360 degrees, low and high, to show all areas of the room, including under the desk, the desk surface and any other areas that may pose a risk to exam security. The computer sound settings are set to Speakers and Microphones. Headsets are not allowed during the exam. The screen and webcam are positioned so that you and the doorway of the room are fully visible to the Proctor through the webcam. You are sat comfortably and can maintain the same position, in full view of the Proctor, throughout the exam. 考試費為 HK$4,682。
同學需於報讀課程時出示 ITIL® 4 Foundation 證書正本以辦理手續。
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！
課程費用連同考試費用，低至 $7,702！
課程名稱：ITIL® 4 Specialist: Drive Stakeholder Value (DSV) 國際認可證書課程 ITIL® 4 DSV Training Course
Introduction to ITIL® 4 Managing Professional: Drive Stakeholder Value (DSV) Qualification and Examination
Bloom’s levels (BL)
Quoted ITIL® text from publications
Understand how customer journeys are designed [Syllabus Reference: 1, BL2 + BL3]
Know how to target markets and stakeholders [Syllabus Reference: 2, BL2 + BL3]
Know how to foster stakeholder relationships [Syllabus Reference: 3, BL2 + BL3]
Know how to shape demand and define service offerings [Syllabus Reference: 4, BL2 + BL3]
Know how to shape demand and define service offerings [Syllabus Reference: 5, BL2 + BL3]
Know how to onboard and offboard customers and users [Syllabus Reference: 6, BL2 + BL3]
Know how to act together to ensure continual value co-creation (service consumption / provisioning) [Syllabus Reference: 7, BL2 + BL3]
Know how to realize and validate service value [Syllabus Reference: 8, BL2 + BL3]
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！
課程費用連同考試費用，低至 $7,702！
1 Introduction to ITIL® 4 Managing Professional: Drive Stakeholder Value (DSV) Qualification and Examination 1.1 Purpose 1.2 Learning outcome 1.3 Examination 1.3.1 Prerequisites 1.3.2 Duration, number of questions, question types and the pass mark 2 Bloom’s levels (BL) 2.1 BL2 2.2 BL3 3 Quoted ITIL® text from publications 4 Understand how customer journeys are designed [Syllabus Reference: 1, BL2 + BL3] 4.1 Understand the concept of the customer journey [Syllabus Reference: 1.1, BL2] 4.1.1 The customer journey 4.1.1.1 Stakeholder Aspirations 4.1.1.2 Touchpoints and service interactions 4.2 Understand the ways of designing and improving customer journeys [Syllabus Reference: 1.2, BL2] 4.2.1 Mapping the customer journey 4.2.1.1 Personas 4.2.1.2 Scenarios 4.2.1.3 Customer journey maps 4.2.1.4 Understanding the customer experience 4.2.2 Designing the customer journey 4.2.2.1 Design thinking 4.2.2.2 Leveraging behavioural psychology 4.2.2.3 Design for different cultures 4.2.3 Measuring and improving the customer journey 4.2.4 Summary 5 Know how to target markets and stakeholders [Syllabus Reference: 2, BL2 + BL3] 5.1 Understand the characteristics of markets [Syllabus Reference: 2.1, BL2] 5.1.1 Understanding markets 5.1.1.1 Market segmentation 5.1.1.1.1 Characteristic-based market segmentation 5.1.1.1.2 Need-based market segmentation 5.2 Understand marketing activities and techniques [Syllabus Reference: 2.2, BL2] 5.2.1 Targeting markets 5.2.1.1 Value propositions 5.2.1.2 The marketplace and the marketspace 5.2.1.3 Personalizing and profiling 5.2.1.4 Targeted marketing 5.2.1.5 Brand and reputation 5.2.1.6 Sustainability and the triple bottom line 5.2.1.7 Importance of the existing customers 5.2.2 Summary 5.3 Know how to describe customer needs and internal and external factors that affect these [Syllabus Reference: 2.3, BL3] 5.3.1 Purpose / Organizational purpose 5.3.2 External factors 5.3.3 Internal factors 5.3.3.1 SWOT analyses 5.3.4 Objectives and opportunities 5.3.5 Risks and mitigation 5.3.6 Need-based market segmentation 5.3.7 Identifying and analysing service consumers 5.4 Know how to identify service providers and explain their value propositions [Syllabus Reference: 2.4, BL3] 5.4.1 Understanding service providers and their offers 5.4.1.1 Industry standards and reference architectures 6 Know how to foster stakeholder relationships [Syllabus Reference: 3, BL2 + BL3] 6.1 Understand the concepts of mutual readiness and maturity [Syllabus Reference: 3.1, BL2] 6.1.1 Building Service Relationships 6.1.2 Assessing mutual readiness and maturity 6.2 Understand the different supplier and partner relationship types, and how these are managed [Syllabus Reference: 3.2, BL2] 6.2.1 Understanding service relationship types 6.2.1.1 Basic relationship 6.2.1.2 Cooperative relationship 6.2.1.3 Partnership 6.2.2 Managing suppliers and partners 6.3 Know how to develop customer relationships [Syllabus Reference: 3.3, BL3] 6.3.1 Creating an environment that allows relational patterns to emerge 6.3.1.1 Initial engagement tools 6.3.1.2 Sustaining an environment that allows relational patterns to emerge 6.3.2 Building and sustaining trust and relationships 6.3.2.1 Trust and relationship factors 6.3.2.2 Building trust and relationship activities 6.3.2.3 Continual building of trust and relationships 6.3.3 Understanding service provider capabilities 6.3.4 Understanding customer needs 6.3.4.1 Value drivers 6.3.4.2 Risks and costs 6.3.4.3 Experience and preferences 6.4 Know how to analyse customer needs [Syllabus Reference: 3.4, BL3] 6.4.1 Communicating and collaborating 6.4.1.1 Listening modes 6.4.1.2 Diversity 6.4.2 Understanding customer needs 6.4.2.1 Value drivers 6.4.2.2 Risks and costs 6.4.2.3 Experience and preferences 6.5 Know how to use communication and collaboration activities and techniques [Syllabus Reference: 3.5, BL3] 6.5.1 Communicating and collaborating 6.5.1.1 Listening modes 6.5.1.2 Diversity 6.6 Know how the Relationship management practice can be applied to enable and contribute to fostering relationships [Syllabus Reference: 3.6, BL3] 6.6.1 Purpose and description 6.6.2 Practice Success Factors (PSF) 6.6.2.1 Establish and continually improve an effective and healthy approach to relationship management across the organization 6.6.2.2 Ensure effective and healthy relationships within the organization 6.6.2.3 Ensure effective and healthy relationships between the organization and its external stakeholders 6.6.2.3.1 Service relationship 6.6.2.3.2 Non-service relationship 6.7 Know how the Supplier management practice can be applied to enable and contribute to supplier and partner relationships management [Syllabus Reference: 3.7, BL3] 6.7.1 Purpose and description 6.7.2 Practice Success Factors (PSF) 6.7.2.1 Ensure that the sourcing strategy and guidelines effectively support the organization’s strategy 6.7.2.2 Ensure that service relationships with all suppliers and partners are managed effectively and aligned with internal and external regulations 6.7.2.3 Ensure the effective integration of third-party services into the organization’s products and services 7 Know how to shape demand and define service offerings [Syllabus Reference: 4, BL2 + BL3] 7.1 Understand methods for designing digital service experiences based on value-driven, data-driven and user-centred service design [Syllabus Reference: 4.1, BL2] 7.1.1 Lean thinking and the five Lean principles 7.1.2 Agile product and service development 7.1.3 User-centred design 7.1.4 Service design thinking 7.1.5 Service blueprinting 7.1.6 Designing for onboarding 7.2 Understand approaches for selling and obtaining service offerings [Syllabus Reference: 4.2, BL2] 7.2.1 Pricing 7.2.2 Internal sales 7.2.3 External sales 7.3 Know how to capture, influence and manage demand and opportunities [Syllabus Reference: 4.3, BL3] 7.3.1 Managing demand and opportunities 7.3.1.1 Patterns of business activity (PBA) 7.3.1.2 Optimizing capacity 7.3.1.3 Shaping or smoothing demand 7.3.1.3.1 Pricing and charging mechanisms 7.3.1.3.2 Service improvement opportunities 7.3.1.4 Building the customer business case 7.3.1.5 Building the service provider business case 7.4 Know how to collect, specify and prioritise requirements from a diverse range of stakeholders [Syllabus Reference: 4.4, BL3] 7.4.1 Specifying and managing customer requirements 7.4.1.1 Roles and responsibilities 7.4.1.2 Managing requirements 7.4.1.3 Separating the problem from the solution 7.4.1.4 Minimum viable product (MVP) 7.4.1.5 User stories and story mapping 7.4.1.6 The MoSCoW method 7.4.1.7 Weighted shortest job first (WSJF) 7.5 Know how the Business Analysis practice can be applied to enable and contribute to requirement management and service design [Syllabus Reference: 4.5, BL3] 7.5.1 Purpose and description 7.5.2 Practice Success Factors (PSF) 7.5.2.1 Establish and continually improve an organization-wide approach to business analysis to ensure that it is conducted in a consistent and effective manner 7.5.2.2 Ensure that current and future needs of the organization and its customers are understood, analysed, and supported with timely, efficient, and effective solution proposals 8 Know how to shape demand and define service offerings [Syllabus Reference: 5, BL2 + BL3] 8.1 Know how to plan for value co-creation [Syllabus Reference: 5.1, BL3] 8.1.1 Agreeing and planning value co-creation 8.1.1.1 Types of service value drivers 8.1.1.2 Service interaction method 8.1.1.3 Inherent and assigned characteristics of services (with service quality and service level) 8.1.1.3.1 Service quality and service level 8.1.1.3.2 Inherent characteristics of services 8.1.1.3.3 Assigned characteristics of services 8.2 Know how to negotiate and agree service utility, warranty and experience [Syllabus Reference: 5.2, BL3] 8.2.1 Agree 8.2.2 From service consumer needs to agreement (with SLA structure) 8.2.3 Negotiating and agreeing service utility, warranty, and experience 8.2.3.1 Utility 8.2.3.2 Warranty 8.2.3.3 Experience 8.3 Know how the Service Level management practice can be applied to enable and contribute to service expectation management [Syllabus Reference: 5.3, BL3] 8.3.1 Purpose and description 8.3.2 Practice Success Factors (PSF) 8.3.2.1 Establishing a shared view of target service levels with customers 8.3.2.2 Overseeing how the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services 8.3.2.3 Performing service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers 8.3.2.4 Capturing and reporting on improvement opportunities, including performance against defined service levels and stakeholder satisfaction 9 Know how to onboard and offboard customers and users [Syllabus Reference: 6, BL2 + BL3] 9.1 Understand key transition, onboarding and offboarding activities [Syllabus Reference: 6.1, BL2] 9.2 Understand the ways of relating with users and fostering user relationships [Syllabus Reference: 6.2, BL2] 9.2.1 Fostering relationships with corporate users 9.2.2 Fostering relationship with individual consumers 9.3 Understand how users are authorized and entitled to services [Syllabus Reference: 6.3, BL2] 9.3.1 Enabling users for service 9.4 Understand different approaches to mutual elevation of customer, user and service provider capabilities [Syllabus Reference: 6.4, BL2] 9.4.1 Elevating mutual capabilities 9.5 Know how to prepare onboarding and offboarding plans [Syllabus Reference: 6.5, BL3] 9.5.1 Planning onboarding 9.5.1.1 Onboarding goals 9.5.1.2 Onboarding scope 9.5.1.3 Onboarding customer and users: onboarding actions 9.5.2 Onboarding control 9.5.3 Offboarding customers and users 9.5.3.1 Customer offboarding 9.5.3.2 User offboarding 9.5.4 Summary 9.6 Know how to develop user engagement and delivery channels [Syllabus Reference: 6.6, BL3] 9.6.1 Providing user engagement and delivery channels / omnichannel management 9.7 Know how the Service Catalogue management practice can be applied to enable and contribute to offering user services [Syllabus Reference: 6.7, BL3] 9.7.1 Enabling users for services 9.7.2 Service Catalogue management practice 9.7.2.1 Purpose and description 9.7.2.2 Practice Success Factors (PSF) 9.7.2.2.1 Ensuring that the organization’s service catalogue’s structure and scope meet organizational requirements 9.7.2.2.2 Ensuring that the information in a service catalogue meets stakeholders’ current and anticipated needs. 9.8 Know how the Service Desk practice can be applied to enable and contribute to user engagement [Syllabus Reference: 6.8, BL3] 9.8.1 Purpose and description 9.8.2 Communication channels 9.8.3 Practice Success Factors (PSF) 9.8.3.1 Enabling and continually improving effective, efficient, and convenient communications between the service provider and its users 9.8.3.2 Enabling the effective integration of user communications into value streams. 10 Know how to act together to ensure continual value co-creation (service consumption / provisioning) [Syllabus Reference: 7, BL2 + BL3] 10.1 Understand how users can request services [Syllabus Reference: 7.1, BL2] 10.1.1 Ongoing Service Interactions 10.1.1.1 Service requests 10.1.1.2 Service desk interactions 10.1.1.3 Moments of truth 10.1.1.4 Intelligent disobedience 10.2 Understand methods for triaging of user requests [Syllabus Reference: 7.2, BL2] 10.2.1 Ongoing service interactions 10.2.1.1 Service desk interactions 10.2.1.2 When things go wrong 10.2.1.3 Moments of truth 10.2.1.4 Intelligent disobedience 10.3 Understand the concept of user communities [Syllabus Reference: 7.3, BL2] 10.3.1 Nurturing user communities 10.3.2 Super-users 10.4 Understand methods for encouraging and managing customer and user feedback [Syllabus Reference: 7.4, BL2] 10.4.1 Customer and user feedback 10.5 Know how to foster a service mindset (attitude, behaviour and culture) [Syllabus Reference: 7.5, BL3] 10.5.1 Co-create 10.5.1.1 Fostering a service mindset (with service mindset and service empathy) 10.5.1.1.1 Service mindset for service provision 10.5.1.1.2 Services with ‘invisible’ users’ 10.5.1.1.3 Service mindset for service consumption 10.6 Know how to use different approaches to provision of user services [Syllabus Reference: 7.6, BL3] 10.6.1 Ongoing service interactions 10.6.1.1 Service requests 10.6.1.2 Service desk interactions 10.7 Know how to seize and deal with customer and user “moments of truth” [Syllabus Reference: 7.7, BL3] 10.7.1 Moments of truth 10.7.2 Intelligent disobedience 10.8 Know how the Service Request management practice can be applied to enable and contribute to service usage [Syllabus Reference: 7.8, BL3] 10.8.1 Service requests 10.8.2 Service Request management practice 10.8.2.1 Purpose and description 10.8.2.2 Practice Success Factors (PSF) 10.8.2.2.1 Ensure that service request fulfilment procedures for all services are optimized 10.8.2.2.2 Ensure that all service requests are fulfilled according to the agreed procedures and to users’ satisfaction 11 Know how to realize and validate service value [Syllabus Reference: 8, BL2 + BL3] 11.1 Understand methods for measuring service usage and customer and user experience and satisfaction [Syllabus Reference: 8.1, BL2] 11.1.1 Tracking experience and satisfaction 11.1.2 Tracking service usage 11.2 Understand methods to track and monitor service value (outcome, risk, cost and resources) [Syllabus Reference: 8.2, BL2] 11.2.1 Tracking value realization 11.2.2 Tracking performance, output, and outcome 11.2.3 Tracking experience and satisfaction 11.2.4 Tracking service usage 11.2.5 Assessing and reporting value realization 11.3 Understand different types of reporting of service outcome and performance [Syllabus Reference: 8.3, BL2] 11.3.1 Tracking performance, output, and outcome 11.3.2 Assessing and reporting value realization 11.3.3 Tracking, assessing, and evaluating outcomes 11.3.3.1 Internal service providers 11.3.3.2 External service providers 11.4 Understand charging mechanisms [Syllabus Reference: 8.4, BL2] 11.4.1 Evaluating value realization and improving customer journeys, single-loop learning and double-loop learning 11.4.2 Charging and billing 11.4.2.1 Charging and billing policies 11.4.2.2 Chargeable items 11.4.2.3 Charging and billing options 11.5 Know how to validate service value [Syllabus Reference: 8.5, BL3] 11.5.1 Assessing and reporting value realization 11.6 Know how to evaluate and improve the customer journey [Syllabus Reference: 8.6, BL3] 11.6.1 Evaluating value realization and improving customer journeys, single-loop learning and double-loop learning 11.6.2 Evaluation and verification 11.6.3 Continual improvement 11.7 Know how the Portfolio Management practice can be applied to enable and contribute to service value realization [Syllabus Reference: 8.7, BL3] 11.7.1 Portfolio Management 11.7.2 Portfolio Management practice 11.7.2.1 Purpose and description 11.7.2.2 Practice Success Factors (PSF) 11.7.2.2.1 Ensuring sound investment decisions for programmes, projects, products, and services within the organization's resource constraints 11.7.2.2.2 Ensuring the continual monitoring, review, and optimization of the organization's portfolios
繳付學費，過程簡便！
