1.ITIL^®4基礎

1-1 ITIL^®4 概述(Overview of ITIL^®4)

1-1-1 IT服務管理簡介(Introduction to IT Service Management)

1-1-2 ITIL^®4 簡介(Introduction to ITIL^®4)

1-1-3 ITIL^®4 的結構與效益(Structure and Benefits of ITIL^®4)

1-2 服務管理：關鍵概念(Service Management: Key Concept)

1-2-1 價值與價值共創(Value and Value Co-Creation)

1-2-2 價值：服務，產品和資源(Value: Services, Products, and Resources)

1-2-3 服務關係(Service Relationships)

1-2-4 價值：成果，成本和風險(Value: Outcomes, Costs and Risks)

1-3 指導原則(The Guiding Principles)

1-3-1 界定指導原則(Identifying Guiding Principles)

1-3-2 七項指導原則(The Seven Guiding Principles)

1-3-3 應用指導原則(Applying the Guiding Principles)

1-4 服務管理的四個維度(The Four Dimensions of Service Management)

1-4-1 四個維度(The Four Dimensions)

1-4-2 組織與人員(Organizations and People)

1-4-3 資訊與科技(Information and Technology)

1-4-4 夥伴與供應商(Partners and Suppliers)

1-4-5 價值流與流程(Value Streams and Processes)

1-4-6 外部因素與Pestle模型(External Factors and the Pestle Model)

1-5 服務價值體系(Service Value System)

1-5-1 服務價值體系概述(Overview of Service Value System)

1-5-2 服務價值鏈概述(Overview of the Service Value Chain)

1-6 持續改善(Continual Improvement)

1-6-1 持續改善簡介(Introduction to Continual Improvement)

1-6-2 持續改善模型(The Continual Improvement Model)

1-6-3 持續改善與指導原則的關係(Relationship between Continual Improvement and Guiding Principles)

1-7 ITIL實務概述(Overview of ITIL^® Practices)

1-7-1 ITIL實務的目的(Purpose of ITIL^® Practices)

1-7-2 持續改善實務(The Continual Improvement Practice)

1-7-3 變更控制實務(The Change Control Practice)

1-7-4 事故管理實務(The Incident Management Practice)

1-7-5 問題管理實務(The Problem Management Practice)

1-7-6 服務請求管理實務(The Service Request Management Practice)

1-7-7 服務台實務(The Service Desk Practice)

1-7-8 服務等級管理實務(The Service Level Management Practice)

1-8 考試準備指南(Exam Preparation Guide)

2.ITIL導入概述

2-1 導入方法簡介

2-2 確定願景目標

2-3 現況評估

2-4 導入規劃

2-5 導入實施

2-6 持續改善