ITIL® 4 Strategist: Direct, Plan and Improve (DPI) 國際認可證書課程


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推介服務：課堂錄影隨時睇
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費用 ($3,553 / $3,762 / $3,971 + $4,682) 已經包括考試所需的費用

課時： 18 小時

享用時期： 6 星期。進度由您控制，可快可慢。

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本課程提供在校免費重睇及導師解答服務。


推介服務：課堂錄影隨時睇
(在家觀看 = 100%，在校觀看 = 0%)

100% 在家觀看日期及時間：
每天 24 小時全天候不限次數地觀看

學費：$4,180 # 報名 phone
電話：2332-6544

#(另加 $4,682 考試費)
# 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
費用 ($4,180 + $4,682) 已經包括考試所需的費用

課時： 18 小時

享用時期： 6 星期。進度由您控制，可快可慢。

課堂錄影導師：Franco
在校免費試睇：首 1 小時，請致電以上地點與本中心職員預約。
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。
本課程提供導師解答服務。


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.


本中心的 ITIL® 4 Strategist: Direct, Plan and Improve (DPI) 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 Strategist: Direct, Plan and Improve (DPI) 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 Strategist: Direct, Plan and Improve (DPI) 國際認可證書課程
- 簡稱：ITIL® 4 DPI 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。


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 Strategist: Direct, Plan and Improve (DPI) 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 Strategist: Direct, Plan and Improve (DPI) 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 Strategist: Direct, Plan and Improve (DPI) 學員於第一次考 ITIL® 4 Strategist: Direct, Plan and Improve (DPI) 若不合格，可申請半費重考 ITIL® 4 Strategist: Direct, Plan and Improve (DPI) 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 Strategist: Direct, Plan and Improve (DPI) 考試。
3. 學員於第一次應考 ITIL® 4 Strategist: Direct, Plan and Improve (DPI) 考試前，必須進行本中心的 ITIL® 4 Strategist: Direct, Plan and Improve (DPI) 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。


學員可以選擇在本中心或在家應考 ITIL® 4 Strategist: Direct, Plan and Improve (DPI) 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。


課程名稱：ITIL® 4 Strategist: Direct, Plan and Improve (DPI) 國際認可證書課程
- 簡稱：ITIL® 4 DPI Training Course

  1. Introduction to ITIL® 4 Strategist: Direct Plan and Improve (DPI) Qualification and Examination
  2. Bloom’s levels (BL)
  3. Quoted ITIL® text from publications
  4. Understand the Key Concepts of Direct, Plan & Improve [Syllabus Reference: 1, BL2]
  5. Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context [Syllabus Reference: 2, BL3]
  6. Understand the role of GRC and know how to integrate the principles and methods into the service value system [Syllabus Reference: 3, BL2 + BL3]
  7. Understand and know how to use the key principles and methods of continual improvement for all types of improvements [Syllabus Reference: 4, BL3]
  8. Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement [Syllabus Reference: 5, BL2 + BL3]
  9. Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement [Syllabus Reference: 6, BL3]
  10. Understand and know how to direct, plan and improve value streams and practices [Syllabus Reference: 7, BL2 + BL3]


1 Introduction to ITIL® 4 Strategist: Direct Plan and Improve (DPI) Qualification and Examination
1.1 Purpose
1.2 Learning outcome
1.3 Examination
1.3.1 Prerequisites
1.3.2 Duration
1.3.3 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 the Key Concepts of Direct, Plan & Improve [Syllabus Reference: 1, BL2]
4.1 Understand the following key terms [Syllabus Reference: 1.1, BL2]
4.1.1 Direction [Syllabus Reference: 1.1a, BL2]
4.1.2 Planning [Syllabus Reference: 1.1b, BL2]
4.1.3 Improvement [Syllabus Reference: 1.1c, BL2]
4.1.4 Operating Model [Syllabus Reference: 1.1d, BL2]
4.1.5 Methods [Syllabus Reference: 1.1e, BL2]
4.1.6 Risks and Controls [Syllabus Reference: 1.1f + 1.2d, BL2]
4.1.6.1 Risks
4.1.6.2 Controls
4.1.7 Scope of control [Syllabus Reference: 1.1g, BL2]
4.2 Understand the differences between the following key concepts [Syllabus Reference: 1.2, BL2]
4.2.1 Vision and Mission [Syllabus Reference: 1.2a, BL2]
4.2.1.1 Vision
4.2.1.2 Mission
4.2.2 Strategy, Tactics and Operations [Syllabus Reference: 1.2b, BL2]
4.2.2.1 Strategy and strategic planning
4.2.2.2 Tactics and tactical planning
4.2.2.3 Operations and operational planning
4.2.3 Governance, compliance and management [Syllabus Reference: 1.2c, BL2]
4.2.3.1 Governance
4.2.3.2 Compliance
4.2.3.3 Management
4.2.4 Policies, Controls and Guidelines [Syllabus Reference: 1.2d, BL2]
4.2.4.1 Policies
4.2.4.2 Guidelines
4.2.4.3 Controls
4.3 Understand the concepts of Value, Outcomes, Costs & Risks and their relationships to direction, planning & improvement [Syllabus Reference: 1.3, BL2]

5 Understand the scope of what is to be directed and/or planned, and know how to use key principles and methods of direction and planning in that context [Syllabus Reference: 2, BL3]
5.1 Know how to cascade goals and requirements [Syllabus Reference: 2.1a, BL3]
5.1.1 Cascading objectives
5.1.2 Cascading requirements
5.2 Know how to define effective policies, controls and guidelines [Syllabus Reference: 2.1b, BL3]
5.2.1 Effective policies
5.2.2 Effective guidelines
5.2.3 Effective controls
5.3 Know how to place decision-making authority at the correct level [Syllabus Reference: 2.1c, BL3]

6 Understand the role of GRC and know how to integrate the principles and methods into the service value system [Syllabus Reference: 3, BL2 + BL3]
6.1 Understand the role of risk and risk management in DPI [Syllabus Reference: 3.1, BL2]
6.1.1 Role of risk and risk management in direction
6.1.1.1 Long-term objectives
6.1.1.2 Medium-term objectives
6.1.1.3 Short-term objectives
6.1.1.4 Interaction between long-, medium- and short-term objectives
6.1.2 The role of risk and risk management in planning and improvement
6.1.2.1 The role of risk and risk management in planning
6.1.2.2 The role of risk and risk management in improvement
6.2 Understand how governance impacts DPI [Syllabus Reference: 3.2, BL2]
6.2.1 Governance structures used for decision-making
6.2.2 Governance of the service provider
6.2.3 Placing decision-making at the right level
6.2.4 The impacts of governance on direction, planning, and improvement
6.2.4.1 The impacts of governance on direction
6.2.4.2 The impacts of governance on planning
6.2.4.3 The impacts of governance on improvement
6.3 Know how to ensure that controls are sufficient, but not excessive [Syllabus Reference: 3.3, BL3]

7 Understand and know how to use the key principles and methods of continual improvement for all types of improvements [Syllabus Reference: 4, BL3]
7.1 Know how to use the ITIL® continual improvement model to improve the service value system or any part of the SVS [Syllabus Reference: 4.1, BL3]
7.1.1 Creating a continual improvement culture
7.1.2 Continual improvement of the service value chain and practices
7.1.3 Continual improvement in organizations
7.1.4 The continual improvement model
7.1.4.1 Step 1: What is the vision?
7.1.4.2 Step 2: Where are we now?
7.1.4.3 Step 3: Where do we want to be?
7.1.4.4 Step 4: How do we get there?
7.1.4.5 Step 5: Take action
7.1.4.6 Step 6: Did we get there?
7.1.4.7 Step 7: How do we keep the momentum going?
7.1.5 Using measurement and reporting in continual improvement
7.2 Know how to identify assessment objectives, outputs, requirements and criteria [Syllabus Reference: 4.2, BL3]
7.3 Know how to select an appropriate assessment method for a particular situation [Syllabus Reference: 4.3, BL3]
7.4 Know how to define and prioritize desired outcomes of an improvement [Syllabus Reference: 4.4, BL3]
7.5 Know how to build, justify and advocate for a business case [Syllabus Reference: 4.5, BL3]
7.6 Know how to conduct improvement reviews and analysis of lessons learned [Syllabus Reference: 4.6, BL3]
7.7 Know how to embed continual improvement at all levels of the SVS [Syllabus Reference: 4.7, BL3]

8 Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement [Syllabus Reference: 5, BL2 + BL3]
8.1 Understand the nature, scope and potential benefits of organizational change management [Syllabus Reference: 5.1, BL2]
8.2 Know how to use the key principles and methods of Communication & OCM [Syllabus Reference: 5.2, BL3]
8.2.1 Identify and manage different types of stakeholders [Syllabus Reference: 5.2a, BL3]
8.2.1.1 Stakeholder mapping
8.2.1.2 Defining a stakeholder communication plan
8.2.2 Effectively communicate with and influence others [Syllabus Reference: 5.2b, BL3]
8.2.3 Establish effective feedback channels [Syllabus Reference: 5.2c, BL3]
8.2.3.1 Communication methods and media
8.2.3.2 Defining and establishing feedback channels
8.3 Know how to establish effective interfaces across the value chain [Syllabus Reference: 5.3, BL3]
8.3.1 Establishing effective interfaces across the value chain
8.3.2 Establishing effective interfaces across organizational boundaries

9 Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement [Syllabus Reference: 6, BL3]
9.1 Know how to define indicators and metrics to support objectives [Syllabus Reference: 6.1, BL3]
9.1.1 Basic of measurement and reporting
9.1.1.1 Key concepts of measurement and reporting
9.1.1.1.1 Metric and measurement
9.1.1.1.2 Indicator
9.1.1.1.3 Report
9.1.1.2 Defining and using measurements and reporting
9.1.1.3 Reasons for measuring
9.1.2 Types of Measurements
9.1.2.1 Understanding the relationship between measurement and behavior
9.1.2.2 Measurement cascades and hierarchies
9.1.2.2.1 Planning and evaluation model
9.1.2.2.2 Balanced scorecard
9.1.2.2.3 IT component-to-scorecard hierarchy
9.1.2.2.4 Organizational improvement cascade
9.1.2.3 Success factors and KPIs
9.1.2.3.1 Success factors
9.1.2.3.2 KPIs
9.1.2.3.3 SMART
9.1.2.3.4 KPI influence on behaviour

10 Understand and know how to direct, plan and improve value streams and practices [Syllabus Reference: 7, BL2 + BL3]
10.1 Understand the differences between value streams and practices and how those differences impact direction, planning and improvement [Syllabus Reference: 7.1, BL2]
10.1.1 Value stream mapping
10.1.1.1 Lean and avoiding local optimization
10.1.2 Value streams and processes in the SVS
10.1.2.1 Focus on value streams
10.1.2.2 Relationship between value streams and practices
10.1.2.3 Relationship between value streams and processes
10.2 Know how to select and use the appropriate methods and techniques to direct, plan and improve value streams and practices. [Syllabus Reference: 7.2, BL3]
10.2.1 Addressing the 4 dimensions [Syllabus Reference: 7.2a, BL3]
10.2.1.1 Measurement of organizations and people
10.2.1.2 Measurement of information and technology
10.2.1.3 Measurement of partners and suppliers
10.2.1.4 Measurement of value streams and processes
10.2.1.4.1 Lagging and leading indicators
10.2.1.4.2 Process metrics
10.2.1.4.3 Designing a workflow, flow efficiency, considerations for efficient design and Little’s Law
10.2.2 Applying the guiding principles [Syllabus Reference: 7.2b, BL3]
10.2.3 Value stream mapping [Syllabus Reference: 7.2c, BL3]
10.2.3.1 The value of value stream mapping
10.2.3.2 Developing a value stream map
10.2.3.2.1 Types of waste and Muda subcategories
10.2.3.2.1.1 Types of waste (Muda, Muri and Mura)
10.2.3.2.1.2 Muda subcategories
10.2.3.3 Increasing the detail in value stream maps
10.2.3.4 Typical mistakes in value stream mapping
10.2.4 Optimization of workflow [Syllabus Reference: 7.2d, BL3]
10.2.4.1 Theory of constraints (TOC)
10.2.4.2 Kanban technique for managing work
10.2.5 Elimination of waste [Syllabus Reference: 7.2e, BL3]
10.2.6 Ensuring & utilizing feedback [Syllabus Reference: 7.2f, BL3]
10.2.6.1 Communication principles
10.2.6.1.1 Communication is a two-way process
10.2.6.1.2 We are all communicating all the time
10.2.6.1.3 Timing and frequency matter
10.2.6.1.4 There is no single method of communication that works for everyone
10.2.6.1.5 The message is in the medium


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