ITIL CSI Training Course (ITIL v3 2011) Training 課程
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ITIL CSI Training Course (ITIL v3 2011) Training 課程
ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程  
ITIL CSI Training Course (ITIL v3 2011) Training 課程 ITIL CSI Training Course (ITIL v3 2011) Training 課程

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ITIL® Intermediate : Continual Service Improvement (CSI) (ITIL v3 2011 版本)
課程簡稱:ITIL CSI Training Course (ITIL v3 2011)

  • 課程時間
  • 課程簡介
  • 課程特點
  • 考試須知
  • 課程內容
  • 成功學員

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。

關於本課程之相關考試:
ITIL® 官方已定了其考試的最後限期日為 2021 年 12 月 31 日 (五)。
建議報讀 ITIL® 4 系列課程


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 轉數快 繳付學費,過程簡便!
編號 地點 可預約星期及時間 學費低至 85 折  
JG2209MV 旺角 一至五:14:30 - 22:15   六:13:45 - 21:30   日:10:15 - 18:00 (公眾假期休息) 95 折後只需 $4,731
#(另加 $4,200 考試費)
按此報名:ITIL CSI Training Course (ITIL v3 2011) Training 課程
JG2209OV 觀塘 一至五:14:15 - 22:00   六及日:12:15 - 20:00   (星期三及公眾假期休息) 9 折後只需 $4,482
#(另加 $4,200 考試費)
按此報名:ITIL CSI Training Course (ITIL v3 2011) Training 課程
JG2209PV 北角 一至五:14:15 - 22:00   六及日:12:15 - 20:00   (星期三及公眾假期休息) 9 折後只需 $4,482
#(另加 $4,200 考試費)
按此報名:ITIL CSI Training Course (ITIL v3 2011) Training 課程
JG2209SV 沙田 一至五:14:15 - 22:00   六及日:12:15 - 20:00   (星期三及公眾假期休息) 85 折後只需 $4,233
#(另加 $4,200 考試費)
按此報名:ITIL CSI Training Course (ITIL v3 2011) Training 課程
JG2209YV 屯門 一至五:14:15 - 22:00   六及日:12:15 - 20:00   (星期三及公眾假期休息) 85 折後只需 $4,233
#(另加 $4,200 考試費)
按此報名:ITIL CSI Training Course (ITIL v3 2011) Training 課程
* 各政府部門可使用 P Card 付款  
如使用 P Card 繳付考試費,考試費需另加 1.3% 附加費  
# 請注意:ITIL® 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  

在校免費試睇: 首 3 小時,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
在校免費重睇: 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!
合格保障: 半費重考。開始觀看最後 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: 21 小時
享用時期: 7 星期 (可於報讀日至 4 星期內觀看整個課程,另加 3 星期備用時期)。進度由您控制,可快可慢。
課堂錄影導師: Franco (任教課程清單)
在校觀看: 詳情及示範片段


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 轉數快 繳付學費,過程簡便!
編號 地點 星期及時間 費用  
JG2209HH 在家 享用時期內每星期 7 天 (包括公眾假期),每天 24 小時全天候不限次數地觀看。 $4,980
#(另加 $4,200 考試費)
按此報名:ITIL CSI Training Course (ITIL v3 2011) Training 課程
* 各政府部門可使用 P Card 付款  
如使用 P Card 繳付考試費,考試費需另加 1.3% 附加費  
# 請注意:ITIL® 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  

在校免費試睇: 首 3 小時,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
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!
合格保障: 半費重考。開始觀看最後 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: 21 小時
在家觀看時禁用程式: 一些危害課堂錄影版權的程式。
享用時期: 7 星期 (可於報讀日至 4 星期內觀看整個課程,另加 3 星期備用時期)。進度由您控制,可快可慢。
課堂錄影導師: Franco (任教課程清單)
在家觀看: 服務條款及守則、報讀程序及示範片段


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 1802 - 1807 室 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。

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 :Continual Service Improvement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 : Continual Service Improvement (CSI) (ITIL v3 2011 版本)
- 簡稱:ITIL CSI 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ITIL® 認可教材教授。
3. 考試合格保障: 本中心 ITIL® Intermediate: Continual Service Improvement 學員於第一次考 ITIL® Intermediate : Continual Service Improvement 若不合格,可申請半費重考 ITIL® Intermediate : Continual Service Improvement 一次,但必須符合下列的三項要求:
1. 於 ITIL® Intermediate : Continual Service Improvement 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。

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 : Continual Service Improvement 是高級證書。高級證書意即你不能直接考取 ITIL® Intermediate :Continual Service Improvement,而必須首先考取到 ITIL® Foundation v3 或以上,才可考取 ITIL® Intermediate : Continual Service Improvement!

取得合格成績後,就獲頒 ITIL® Intermediate: Continual Service Improvement 證書。

學員可以選擇在本中心或在家應考 ITIL® Intermediate: Continual Service Improvement 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.

考試費及向授權機構安排考試的行政費 : HK$4,200

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"。



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 : Continual Service Improvement (CSI) (ITIL v3 2011 版本)
- 簡稱:ITIL CSI 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 continual service improvement (CSI01)
4.1 Purpose and objectives of CSI
4.2 Scope
4.3 Value to business
4.4 Continual service improvement approach
4.4.1 Questions asked by business to ensure CSI is warranted
4.5 Continual service improvement in the ITIL® service lifecycle
4.5.1 Service strategy
4.5.2 Service design
4.5.3 Service transition
4.5.4 Service operation
4.5.5 Continual service improvement
4.5.6 Service lifecycle
4.6 Inputs and outputs to continual service improvement

5 Continual service improvement principles (CSI02)
5.1 Understanding of changes within an organization
5.2 Ownership and accountability
5.3 CSI register and its role in CSI
5.4 Service level management and its role in CSI
5.5 Knowledge management and its role in CSI
5.6 Deming cycle and its role in CSI
5.7 Service measurement
5.7.1 Baseline
5.7.2 Four reasons of measurement
5.7.3 The seven-step improvement process
5.8 IT governance and CSI
5.9 Frameworks, models, standards and quality systems in CSI

6 Continual service improvement process (CSI03)
6.1 The seven-step improvement process
6.1.1 Purpose and objectives
6.1.2 Scope
6.1.3 Value to business
6.1.4 Policies, principles and basic concepts
6.1.4.1 Policies
6.1.4.2 Principles
6.1.4.3 Basic concepts
6.1.5 Process activities, methods and techniques
6.1.5.1 Step 1: Identify the strategy for improvement
6.1.5.2 Step 2: Define what you will measure
6.1.5.3 Step 3: Gather the data
6.1.5.4 Step 4: Process the data
6.1.5.5 Step 5 – Analyse the information and data
6.1.5.6 Step 6 – Present and use the information
6.1.5.7 Step 7 – Implement improvement
6.1.6 Triggers, inputs, outputs and interfaces
6.1.6.1 Triggers
6.1.6.2 Inputs
6.1.6.3 Outputs
6.1.6.4 Interfaces
6.1.7 Role of other processes in gathering and processing data
6.1.7.1 Service level management
6.1.7.2 Availability management and capacity management
6.1.7.3 Event management, incident management and service desk function
6.1.7.4 Information security management
6.1.7.5 Financial management for IT services
6.1.8 Role of other process in analysing the data
6.1.8.1 Service level management
6.1.8.2 Availability management
6.1.8.3 Incident management and service desk
6.1.8.4 Problem management
6.1.8.5 Information security management
6.1.9 Role of other processes in presenting and using information
6.1.9.1 Service level management
6.1.9.2 Availability management and capacity management
6.1.9.3 Incident management and service desk
6.1.9.4 Problem management
6.1.10 Roles of other processes in implementing improvement
6.1.10.1 Change management
6.1.10.2 Service level management

7 Continual service improvement methods and techniques (CSI04)
7.1 Assessments
7.1.1 Introduction to assessments
7.1.2 When to assess?
7.1.3 What to assess?
7.1.4 How to assess?
7.1.5 Advantages and risks of assessments
7.1.5.1 Advantages of assessments
7.1.5.2 Risks of assessments
7.1.6 After assessment
7.1.7 Value VS maturity
7.2 Gap analysis
7.3 Benchmarking
7.3.1 Benchmarking techniques
7.3.2 Cost of benchmarking
7.3.3 Value of benchmarking
7.3.4 Benchmarking as lever and steering instrument
7.3.5 Benchmarking categories
7.3.6 Benefits from benchmarking
7.3.7 Who is going to participate in benchmarking
7.3.8 What to benchmark
7.3.9 Industry norms
7.3.9.1 Process maturity
7.3.9.2 TCO (Total cost of ownership)
7.3.10 Benchmarking approach
7.4 Service measurement
7.4.1 Service measurement framework
7.4.2 Various levels of reports
7.4.3 Service management process measurement
7.4.4 Measurement framework grid
7.5 Metrics
7.5.1 “Position” of metric
7.5.2 CSF and KPI
7.5.2.1 Qualitative KPIs, metrics and measurements
7.5.2.2 Quantitative KPIs, metrics and measurements
7.5.2.3 “Suitable” KPIs
7.5.3 Tension metrics
7.5.4 Goals and metrics
7.5.4.1 From goals to metrics
7.5.4.2 Organizational metrics
7.5.5 Using metric to interpret
7.5.6 Another Use of measurement and metrics
7.5.7 Scorecards and reports
7.5.7.1 Target audiences
7.5.7.2 Scorecards
7.5.7.3 Creating reports
7.5.7.4 Defining targets
7.5.8 Balanced scorecards (BSC)
7.5.8.1 Overall view of balanced scorecards
7.5.8.2 Client perspective
7.5.8.3 Internal processes
7.5.8.4 Learning and growth
7.5.8.5 Financial
7.5.8.6 An example of balanced scorecard
7.5.8.7 The balanced scorecard and feedback
7.5.9 SWOT analysis
7.5.9.1 Purpose of SWOT analysis
7.5.9.2 Scope of SWOT analysis
7.5.9.3 “Traps” of SWOT analysis
7.6 Return On Investment (ROI)
7.6.1 Business case
7.6.2 Expectation of stakeholders
7.6.3 Poor data quality and business cases
7.6.4 What is achieved?
7.7 Service reporting
7.7.1 Rules and policies of reporting (reporting framework)
7.7.2 Appropriate contents for audiences
7.8 CSI and other processes
7.8.1 CSI and availability management
7.8.1.1 CFIA (Component failure impact analysis)
7.8.1.2 FTA (Fault tree analysis)
7.8.1.3 SFA (Service failure analysis)
7.8.1.4 TO (Technical observation)
7.8.1.5 The expanded incident lifecycle
7.8.2 CSI and capacity management
7.8.2.1 Business capacity management
7.8.2.2 Service capacity management
7.8.2.3 Component capacity management
7.8.2.4 Business, service and component capacity management
7.8.2.5 Workload and demand management
7.8.2.6 Capacity management’s iterative activities
7.8.3 CSI and IT service continuity management
7.8.4 CSI and problem management
7.8.5 CSI, change management, release and deployment management
7.8.6 CSI and knowledge management
7.8.6.1 Concepts of knowledge management

8 Organizing for continual service improvement
8.1 Roles in continual service improvement
8.1.1 Generic roles
8.1.1.1 Service owners
8.1.1.2 Process owners
8.1.1.3 Process managers
8.1.1.4 Process practitioners
8.1.2 CSI manager
8.1.3 Roles in the seven-step improvement process
8.1.3.1 Seven-step improvement process owner
8.1.3.2 Seven-step improvement process manager
8.1.4 Other specific roles
8.1.4.1 Reporting analyst
8.2 Skills required for the seven-step improvement process
8.2.1 Step 1: Identify the strategy for improvement
8.2.2 Step 2: Define what you will measure
8.2.3 Step 3: Gather the data
8.2.4 Step 4: Process the data
8.2.5 Step 5: Analyse the information and data
8.2.6 Step 6: Present and use the information
8.2.7 Step 7: Implement improvement
8.3 CSI manager and other roles
8.3.1 Focuses
8.3.2 Responsibilities
8.3.3 Skills, knowledge and competencies
8.4 RACI responsibility model
8.4.1 RACI chart / RACI matrix
8.4.2 RACI principles

9 Technology considerations
9.1 Tools supporting CSI activities
9.1.1 IT service management suites
9.1.1.1 Incidents
9.1.1.2 Problems
9.1.1.3 Changes
9.1.1.4 Configuration data
9.1.1.5 Releases
9.1.1.6 Service level management
9.1.2 Systems and network management
9.1.3 Event management
9.1.4 Automation on incident and problem resolution
9.1.5 Knowledge management
9.1.6 Service catalogue management
9.1.7 Availability and capacity (performance) management
9.1.8 Application monitoring
9.1.9 Software controls (version / configuration / test)
9.1.10 Statistic tools
9.1.11 Information security management
9.1.12 Project management
9.1.12.1 Project
9.1.12.2 Project management
9.1.12.3 Tools assisting in project management
9.1.13 Financial management for IT services
9.1.14 BI (business intelligence)

10 Implementing continual service improvement
10.1 Critical considerations when implementing CSI
10.2 Starting points
10.2.1 The service approach
10.2.2 The lifecycle approach
10.2.3 Functional group approach
10.3 Governance
10.3.1 Driving force from business
10.3.2 Process re-engineering
10.4 Organizational changes
10.4.1 Eight steps to transform your organization
10.4.1.1 Step 1: Create a sense of urgency
10.4.1.2 Step 2: Form a guiding coalition
10.4.1.3 Step 3: Create a vision
10.4.1.4 Step 4: Communication the vision
10.4.1.5 Step 5: Empower others to act the vision
10.4.1.6 Step 6: Plan for and create short-term wins
10.4.1.7 Step 7: Consolidate improvements and produce more change
10.4.1.8 Step 8: Institutionalize the change
10.4.2 Organizational culture
10.4.2.1 Cultural changes
10.5 Communication strategy and plan
10.5.1 Preparing communication plan
10.5.2 Transformation in communication

11 Challenges, critical success factors and risks (CSI08)
11.1 Challenges
11.2 Critical success factors
11.3 Risks

12 Exam preparation (CSI09)
12.1 ITIL Intermediate exam format
12.2 Tips
12.3 Strategies


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  • 由於人數眾多,因此未能盡錄。

 

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