ITIL Foundation Training Course (ITIL v3 2011) Training 課程
  Facebook: ITIL Foundation Training Course (ITIL v3 2011) Training 課程
 
ITIL Foundation Training Course (ITIL v3 2011) Training 課程
ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程  
ITIL Foundation Training Course (ITIL v3 2011) Training 課程 ITIL Foundation Training Course (ITIL v3 2011) Training 課程

想定期知道最新課程及優惠嗎?
免費訂閱本中心的課程通訊!

課堂錄影隨時睇 10 大優點之免費重睇:您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!

ITIL® Foundation Certificate in IT Service Management 國際認可證書課程 (ITIL v3 2011 版本)
課程簡稱:ITIL Foundation 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

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 6 月 30 日 (三)。
建議報讀 ITIL® 4 Foundation Certificate in IT Service Management 國際認可證書課程


課程優惠!現凡同時報讀以下兩個課程:
即減 $220!

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  
FG2209MV 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 $1,596
#(另加 $2,900 考試費)
按此報名:ITIL Foundation Training Course (ITIL v3 2011) Training 課程
FG2209OV 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 $1,512
#(另加 $2,900 考試費)
按此報名:ITIL Foundation Training Course (ITIL v3 2011) Training 課程
FG2209PV 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 $1,512
#(另加 $2,900 考試費)
按此報名:ITIL Foundation Training Course (ITIL v3 2011) Training 課程
FG2209SV 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 $1,428
#(另加 $2,900 考試費)
按此報名:ITIL Foundation Training Course (ITIL v3 2011) Training 課程
FG2209YV 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 $1,428
#(另加 $2,900 考試費)
按此報名:ITIL Foundation 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 1 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: 12 小時
享用時期: 報讀日至 4 星期內,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  
FG2209HH 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。 $1,680
#(另加 $2,900 考試費)
按此報名:ITIL Foundation 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 1 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: 12 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: 報讀日至 4 星期內,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。

ITIL® (IT Infrastructure Library,IT 基礎架構庫),是現在稱之為英國商務部 (OGC) 於 80 年代中期針對 IT 行業所開發的一套服務管理標準庫。ITIL® 的背景,是當時英國政府為提高政府部門IT 服務品質,便以專案方式廣邀國內外知名IT 廠商與專家,共同開發一套規範化、可進行財務計量的 IT 資源運用指導方針。這套指導方針,不僅適用於所有廠商,更能運用於不同規模、不同技術與業務需求的組織。而此專案的最終成果,就是目前廣受認可的 ITIL®

雖然 ITIL® 最初是英國政府部門所開發,但迅速獲得英國企業界的採用。20 世紀 90 年代初期,ITIL® 引進歐洲各國並廣受各國應用。90 年代中期,ITIL® 已成歐洲IT管理業界公認的標準。90 年代後期,ITIL® 更引進美國、南非和澳洲等國,並逐漸普及全球。

隨著全球 ITIL® 的熱潮燃燒,越來越多企業,將 ITIL® 視為必須的投資項目之一,而不少具有前瞻眼光的企業,也積極跟上國際腳步,開始準備實施、導入 ITIL® ,提高資訊部門的競爭力。

透過 ITIL® ,企業得以在前人的累積之下,尋得最適當的管理方式,而不會錯走冤枉路。對企業來說,ITIL® 是最具結合運作能力的最佳實務集,且隨著其在技術面的重要性與日俱增,更逐步成為驅動業務成長,及提升客戶服務的關鍵準則。

 ITIL® 已被全球過百個組織所採用,其中包括 :

* Microsoft (微軟)
* IBM (國際商業機器)
* Barclays Bank (英國巴克萊銀行)
* HSBC (匯豐銀行)
* Guinness (健力士啤酒)
* Procter & Gamble (寶潔)
* British Airways (英國航空)
* Ministry of Defense (國防部)
* Hewlett Packard (惠普)
* Governments (各地政府)
ITIL Foundation 課程由本中心導師籌備多時,精心編排。由上堂、溫習、實習、考試研習、做試題至最後考試,均為你度身訂造,作出有系統的編排。務求真正教識你,又令你考試及格。
課程名稱: ITIL Foundation Certificate in IT Service Management 國際認可證書課程 (ITIL v3 2011 版本)
- 簡稱:ITIL Foundation Training Course (ITIL v3 2011)
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ITIL® 認可教材教授。
3. 導師親自編寫筆記: 由本中心導師親自編寫筆記,絕對適合 ITIL Foundation 考試及實際工作之用,令你無須「死鋤」如字典般厚及不適合香港讀書格調的書本。
4. 提供模擬考試題目: 本中心為學員提供超過 100 條 ITIL Foundation 的模擬考試題目,每條考試題目均附有標準答案。而較難理解的題目,均會附有導師的解釋。
5. 考試合格保障: 本中心 ITIL Foundation 學員於第一次考 ITIL Foundation 若不合格,可申請半費重考 ITIL 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 Foundation 考試。
3. 學員於第一次應考 ITIL Foundation 考試前,必須進行本中心的 ITIL 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。
6. 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。

學員可以選擇在本中心或在家應考 ITIL v3 2011 Foundation 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$2,900。




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 Foundation Certificate in IT Service Management 國際認可證書課程 (ITIL v3 2011 版本)
- 簡稱:ITIL Foundation Training Course (ITIL v3 2011)


1 Examination Format

2 Quoted ITIL® Text from Core Volumes

3 Service Management as a Practice
3.1 Best practice, public framework, why ITIL® is successful
3.1.1 Best practice
3.1.2 Public frameworks
3.1.3 Why ITIL® is successful
3.2 Services
3.3 Service Providers
3.4 Internal and External Customers
3.4.1 Internal Customers
3.4.2 External Customers
3.4.3 Compare Internal Customers and External Customers
3.5 Users
3.6 Suppliers
3.7 Internal and External Services
3.8 Core, Enabling and Enhancing Services
3.9 Service Management
3.10 IT Service Management
3.11 Stakeholders
3.12 Processes
3.12.1 Process Input, Process and Output
3.13 Functions

4 The ITIL® Service Lifecycle
4.1 Introduction to ITIL® Service Lifecycle
4.2 Service Strategy (SS)
4.2.1 Purpose and Objectives of Service Strategy
4.2.2 Scope of Service Strategy
4.2.3 Value to business from Service Strategy
4.3 Service Design (SD)
4.3.1 Purpose and Objectives of Service Design
4.3.2 Scope of Service Design
4.3.3 Value to business from Service Design
4.4 Service Transition (ST)
4.4.1 Purpose and Objectives of Service Transition
4.4.2 Scope of Service Transition
4.4.3 Value to business from Service Transition
4.5 Service Operation (SO)
4.5.1 Purpose and Objectives of Service Operation
4.5.2 Scope of Service Operation
4.5.3 Value to business from Service Operation
4.6 Continual Service Improvement (CSI)
4.6.1 Purpose and Objectives of Continual Service Improvement
4.6.2 Scope of Continual Service Improvement
4.6.3 Value to business from Continual Service Improvement

5 Service Management Processes
5.1 Processes in Service Strategy (SS)
5.1.1 Value
5.1.1.1 Service value
5.1.1.2 Value creation
5.1.1.3 Customer perception of value
5.1.1.4 Outcome, Utility and Warranty
5.1.1.5 Assets, resources and capabilities
5.1.2 Service Portfolio Management (Process)
5.1.2.1 Service Portfolio
5.1.2.2 Service Pipeline, Service Catalogue and Retired Services
5.1.2.3 Components in Service Portfolio
5.1.2.4 Purpose and objectives of Service Portfolio Management
5.1.3 Business Relationship Management (Process)
5.1.3.1 Purpose and objectives of Business Relationship Management
5.1.4 Financial management for IT services (Process)
5.1.4.1 Purpose and objectives of Financial Management for IT services
5.1.4.2 Scope of Financial Management for IT services
5.1.4.3 Business Case
5.1.4.3.1 Business Objectives
5.1.4.3.2 Business Impact
5.1.4.3.3 Governance
5.1.5 Demand Management (Process)
5.1.5.1 Patterns of business activity (PBA)
5.1.5.2 Examples of patterns of business activity
5.1.6 Risk Management
5.1.6.1 Risk
5.1.6.2 Identifying risks
5.1.6.3 Analyzing risks
5.1.6.4 Managing risks
5.2 Processes in Service Design (SD)
5.2.1 Some concepts in SD
5.2.1.1 Four Ps
5.2.1.2 Five major aspects of service design
5.2.2 Service Level Management (Process)
5.2.2.1 Service Level Requirements (SLRs)
5.2.2.2 Designing Service Level Agreement (SLA) framework
5.2.2.3 Multi-level SLAs
5.2.2.4 Operational Level Agreement (OLAs)
5.2.2.5 Service Report
5.2.2.6 Service Review
5.2.2.7 Service Improvement Plan (SIP)
5.2.2.8 The relationship between SLM and BRM
5.2.3 Service Catalogue Management (Process)
5.2.4 Service Catalogue Structures
5.2.4.1 Service Catalogue with two views
5.2.4.2 Service Catalogue with three views
5.2.5 Availability Management (Process)
5.2.5.1 Service Availability and Component Availability
5.2.5.2 Reliability
5.2.5.3 Maintainability
5.2.5.4 Serviceability
5.2.5.5 Vital Business Function (VBF)
5.2.6 Capacity Management (Process)
5.2.6.1 Capacity Plan
5.2.6.2 Sub-processes of capacity management
5.2.6.2.1 Business Capacity Management
5.2.6.2.2 Service Capacity Management
5.2.6.2.3 Component Capacity Management
5.2.7 Information Security Management (Process)
5.2.7.1 “CIA” of Information Security Management
5.2.7.2 Scope of Information Security Management
5.2.7.3 Information Security Policy
5.2.8 Supplier Management (Process)
5.2.8.1 Supplier Management Activities
5.2.8.2 Roles and Interfaces of Supplier Management
5.2.8.3 Supplier Categories
5.2.8.4 Underpinning Contracts and Agreements
5.2.9 IT Service Continuity Management (Process)
5.2.9.1 Business Impact Analysis
5.2.9.2 Risk Assessment
5.2.10 Design Coordination (Process)
5.2.11 Service Design Package (SDP)
5.3 Processes in Service Transition (ST)
5.3.1 Transition Planning and Support (Process)
5.3.2 Change Management (Process)
5.3.2.1 Changes
5.3.2.2 Types of Change Requests
5.3.2.3 Change Models
5.3.2.4 Remediation Planning
5.3.2.5 Change Proposals
5.3.2.6 Change Advisory Board
5.3.2.7 Emergency Changes
5.3.2.8 Lifecycle of changes
5.3.3 Service Asset and Configuration Management (Process)
5.3.3.1 Configuration Management System (CMS)
5.3.3.2 Definitive Media Library (DML)
5.3.4 Knowledge Management (Process)
5.3.4.1 Data-Information-Knowledge-Wisdom structure (DIKW)
5.3.4.2 Service Knowledge Management System (SKMS)
5.3.5 Release and Deployment Management (Process)
5.3.5.1 Release Policy
5.3.5.2 ‘Big Bang’ versus Phased Deployment
5.3.5.3 Push and pull approaches
5.4 Processes in Service Operation (SO)
5.4.1 Event Management (Process)
5.4.1.1 Event and event management
5.4.1.2 Alerts
5.4.2 Incident Management (Process)
5.4.2.1 Incident Management Activities
5.4.2.2 Incident Prioritization
5.4.2.3 Major Incidents
5.4.2.4 Incident Escalation
5.4.2.4.1 Functional escalation
5.4.2.4.2 Hierarchic escalation
5.4.2.5 Incident Management Process Flow
5.4.3 Problem Management (Process)
5.4.3.1 Problem Analysis Techniques
5.4.3.2 Problem Prioritization
5.4.3.3 Workarounds
5.4.3.4 Known Error Database (KEDB)
5.4.3.5 Problem Management Process Flow
5.4.4 Request Fulfilment (Process)
5.4.4.1 Request Fulfilment Goals
5.4.4.2 Request Logging and Validation
5.4.4.3 Request Categorization
5.4.4.4 Request fulfilment Process Flow
5.4.5 Access Management (Process)
5.4.5.1 Access Management Goals
5.4.5.2 Access Management Process Flow
5.4.6 The Role of Communication in Service Operation
5.4.6.1 Communication within the service lifecycle
5.4.6.2 Communication Channels
5.4.6.3 Meetings
5.4.6.4 Communication with customers
5.5 Processes in Continual Service Improvement (CSI)
5.5.1 Continual Service Improvement (CSI) Approach
5.5.2 The Deming Cycle (Plan, Do, Check, Ack / PDCA Cycle)
5.5.3 The seven-step improvement process (Process)
5.5.3.1 Step 1: Identify the strategy for improvement
5.5.3.2 Step 2: Define what you will measure
5.5.3.3 Step 3: Gather the data
5.5.3.4 Step 4: Process the data
5.5.3.5 Step 5: Analyse the information and data
5.5.3.6 Step 6: Present and use the information
5.5.3.7 Step 7: Implement improvement
5.5.3.8 Conclusion of seven-step improvement process
5.5.4 CSI Register
5.5.5 Role of Measurement for Continual Service Improvement
5.5.6 Critical Success Factor (CSF) and Key Performance Indicator (KPI)
5.5.6.1 Critical Success Factor (CSF)
5.5.6.2 Key Performance Indicator (KPI)
5.5.7 Baselines

6 Functions
6.1 Service Desk Function
6.1.1 Justification and role of the service desk function
6.1.2 Objectives of service desk function
6.1.3 Service Desk Organization Structures
6.1.3.1 Local Service Desk
6.1.3.2 Centralized Service Desk
6.1.3.3 Virtual Service Desk
6.1.3.4 Follow The Sun
6.2 Technical Management Function
6.2.1 Roles of Technical Management
6.3 Application Management Function
6.3.1 Roles of Application Management
6.3.2 Differences between Application Development and Application Management
6.4 IT Operations Management Function
6.4.1 Roles of IT Operations Management
6.4.1.1 IT Operations Control
6.4.1.2 Facilities Management
6.5 Service Automation
6.5.1 Advantages of Service Automation

7 Roles
7.1 Generic roles
7.1.1 The Service Owner
7.1.2 Process Owners
7.1.3 Process Managers
7.1.4 Process Practitioners
7.2 RACI Responsibility Model
7.2.1 RACI Chart / RACI Matrix
7.2.2 Roles and Activities Analysis

8 Appendix
8.1 Metaphor of good service management
8.2 Group, Team, Department and Division
8.2.1 Group
8.2.2 Team
8.2.3 Department
8.2.4 Division
8.3 Example of measuring availability, reliability and maintainability
8.4 More information about capacity management’s sub-processes
8.4.1 Business Capacity Management
8.4.2 Service Capacity Management
8.4.3 Component Capacity Management
8.5 Release unit and release package
8.5.1 Release Units
8.5.2 Release Packages
8.6 More information about event management
8.6.1 Types of Events
8.6.2 Event Filtering
8.6.3 Event Correlation Engines
8.7 More information about request fulfilment
8.7.1 Request Logging and Validation
8.7.2 Request Categorization
8.7.3 Request Authorization
8.7.4 Request Closure
8.7.5 Request Evaluation
8.8 More information about access management
8.8.1 Access Management Concepts
8.8.2 Access Request and Verification
8.9 Examples of CSF, KPI, Metric and Measurement
8.10 Detailed responsibility of generic roles
8.10.1 The service owner
8.10.2 Process owners
8.10.3 Process managers
8.10.4 Process practitioners
8.11 Competence and Training
8.11.1 Competence and skills for service management
8.11.2 Competence and skills framework
8.11.3 Training

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.


更多綜合課程
  攝影課程
  • 攝影初級
  • 攝影中級 (風景專題)
  英文課程
  • IPA 拼音:級別 1 2 3 4
  普通話課程
  • 基礎普通話拼音 (免費)
  • 進階普通話拼音
  • 普通話會話:級別 1 2 3
  西班牙語文課程
  • 級別 1 2 3
  中醫課程
  • 濕疹與皮膚敏感病
  • 暗瘡與色斑 | 鼻敏感與感冒
  • 脫髮與白髮 | 從五官看健康
  風水命理課程
  • 紫微斗數:級別 1 2 3
  • 子平八字:級別 1 2 3
  • 八字風水:級別 1 2 3
  • 奇門遁甲:級別 1 2 3