ITIL 4官方核心著作
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7.1 | 1 | ====== 下表概述了在考试中会涉及到的基本概念，以及这些概念的主要考核内容。BL1 级别（一级考点） 的内容需要您回忆和辨别基本概念，BL2 级别（二级考点）的内容需要您理解这些复杂的概念。 ====== |
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2.1 | 2 | |
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7.1 | 3 | ====== ====== |
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2.1 | 4 | |
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7.1 | 5 | ====== 表3-2：ITIL 4基础级别认证考试考点表 ====== |
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2.1 | 6 | |
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7.1 | 7 | ====== ====== |
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2.1 | 8 | |
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7.1 | 9 | |(% style="width:280px" %)((( |
| 10 | ====== 学习内容 ====== | ||
| 11 | )))|(% style="width:619px" %)((( | ||
| 12 | ====== 考核点 ====== | ||
| 13 | )))|(% style="width:98px" %)((( | ||
| 14 | ====== 难度级别 ====== | ||
| 15 | )))|(% style="width:80px" %)((( | ||
| 16 | ====== 考题数 ====== | ||
| 17 | ))) | ||
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2.1 | 18 | |(% rowspan="3" style="width:280px" %)((( |
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7.1 | 19 | ====== ====== |
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7.1 | 21 | ====== ====== |
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2.1 | 28 | |
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7.1 | 29 | ====== ====== |
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2.1 | 30 | |
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7.1 | 31 | ====== 1.理解服务管理的关键概念 ====== |
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4.1 | 32 | )))|(% style="width:619px" %)((( |
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7.1 | 33 | ====== 1.1 回忆和辨别以下定义： ====== |
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2.1 | 34 | |
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7.1 | 35 | ====== a） 服 务 ====== |
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2.1 | 36 | |
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7.1 | 37 | ====== b） 功 用 ====== |
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2.1 | 38 | |
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7.1 | 39 | ====== c） 功 效 ====== |
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3.1 | 40 | |
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7.1 | 41 | ====== d） 客 户 ====== |
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3.1 | 42 | |
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7.1 | 43 | ====== e） 用 户 ====== |
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3.1 | 44 | |
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7.1 | 45 | ====== f）服务管理 ====== |
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3.1 | 46 | |
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7.1 | 47 | ====== g） 发起人 ====== |
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5.1 | 48 | )))|(% style="width:98px" %)((( |
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7.1 | 49 | ====== ====== |
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2.1 | 50 | |
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7.1 | 51 | ====== BL1 ====== |
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5.1 | 52 | )))|(% style="width:80px" %)((( |
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7.1 | 55 | ====== 2 ====== |
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2.1 | 56 | ))) |
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4.1 | 57 | |(% style="width:619px" %)((( |
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7.1 | 58 | ====== 1.2 描述利用服务创造价值的关键概念： ====== |
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2.1 | 59 | |
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7.1 | 60 | ====== a） 成 本 ====== |
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2.1 | 61 | |
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7.1 | 62 | ====== b） 价 值 ====== |
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2.1 | 63 | |
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7.1 | 64 | ====== c） 组 织 ====== |
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3.1 | 65 | |
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7.1 | 66 | ====== d）业务收益 ====== |
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3.1 | 67 | |
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7.1 | 68 | ====== e） 产 出 ====== |
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3.1 | 69 | |
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7.1 | 70 | ====== f） 风 险 ====== |
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3.1 | 71 | |
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7.1 | 72 | ====== g） 功 用 ====== |
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3.1 | 73 | |
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7.1 | 74 | ====== h） 功 效 ====== |
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5.1 | 75 | )))|(% style="width:98px" %)((( |
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7.1 | 86 | ====== 2 ====== |
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2.1 | 87 | ))) |
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4.1 | 88 | |(% style="width:619px" %)((( |
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7.1 | 89 | ====== 1.3 描述服务关系的关键概念： ====== |
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2.1 | 90 | |
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7.1 | 91 | ====== a）服务供应 ====== |
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2.1 | 92 | |
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7.1 | 93 | ====== b）服务关系管理 ====== |
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2.1 | 94 | |
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7.1 | 95 | ====== c）服务提供d）服务消费 ====== |
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5.1 | 96 | )))|(% style="width:98px" %)((( |
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7.1 | 103 | ====== 1 ====== |
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7.1 | 114 | ====== 2.了解ITIL的指导原则如何帮助组织采用和适配服务管理 ====== |
| 115 | )))|(% style="width:619px" %)((( | ||
| 116 | ====== 2.1 描述“指导原则”的本质、应用和相互作用 ====== | ||
| 117 | )))|(% style="width:98px" %)((( | ||
| 118 | ====== BL2 ====== | ||
| 119 | )))|(% style="width:80px" %)((( | ||
| 120 | ====== 1 ====== | ||
| 121 | ))) | ||
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7.1 | 123 | ====== 2.2 解释指导原则的使用： ====== |
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2.1 | 124 | |
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7.1 | 125 | ====== a）聚焦价值 ====== |
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2.1 | 126 | |
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7.1 | 127 | ====== b）从你所处的地方开始 ====== |
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2.1 | 128 | |
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7.1 | 129 | ====== c）基于反馈迭代推进 ====== |
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2.1 | 130 | |
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7.1 | 131 | ====== d）协作和提升可视化程度 ====== |
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2.1 | 132 | |
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7.1 | 133 | ====== e）通盘思考和工作 ====== |
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2.1 | 134 | |
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7.1 | 135 | ====== f）保持简单实用 ====== |
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2.1 | 136 | |
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7.1 | 137 | ====== g）优化与自动化 ====== |
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5.1 | 138 | )))|(% style="width:98px" %)((( |
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7.1 | 153 | ====== 5 ====== |
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2.1 | 154 | ))) |
| 155 | |||
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7.1 | 156 | ====== 续表 ====== |
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7.1 | 158 | ====== ====== |
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2.1 | 159 | |
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3.1 | 160 | |(% style="width:355px" %)((( |
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7.1 | 161 | ====== 学习内容 ====== |
| 162 | )))|(% style="width:561px" %)((( | ||
| 163 | ====== 考核点 ====== | ||
| 164 | )))|(% style="width:98px" %)((( | ||
| 165 | ====== 难度级别 ====== | ||
| 166 | )))|(% style="width:63px" %)((( | ||
| 167 | ====== 考题数 ====== | ||
| 168 | ))) | ||
| 169 | |(% style="width:355px" %)((( | ||
| 170 | ====== ====== | ||
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2.1 | 171 | |
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7.1 | 172 | ====== ====== |
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2.1 | 173 | |
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7.1 | 174 | ====== 3.理解服务管理的四个维度 ====== |
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3.1 | 175 | )))|(% style="width:561px" %)((( |
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7.1 | 176 | ====== 3.1 描述服务管理的四个维度： a）组织和人员 ====== |
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2.1 | 177 | |
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7.1 | 178 | ====== b）信息和技术 ====== |
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2.1 | 179 | |
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7.1 | 180 | ====== c）合作伙伴和供应商d）价值流和流程 ====== |
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7.1 | 192 | ====== 2 ====== |
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2.1 | 193 | ))) |
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7.1 | 195 | ====== ====== |
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2.1 | 196 | |
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7.1 | 197 | ====== 4.了解ITIL服务价值系统的目的和组件 ====== |
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3.1 | 198 | )))|(% style="width:561px" %)((( |
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7.1 | 199 | ====== ====== |
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2.1 | 200 | |
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7.1 | 201 | ====== 4.1 描述ITIL服务价值系统 ====== |
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2.1 | 202 | )))|(% style="width:98px" %)((( |
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7.1 | 209 | ====== 1 ====== |
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7.1 | 222 | ====== 5.了解服务价值链的活动，以及它们之间的相互关联。 ====== |
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3.1 | 223 | )))|(% style="width:561px" %)((( |
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7.1 | 224 | ====== 1.描述服务价值链的相互关联特性及其如何支持价值流 ====== |
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2.1 | 225 | |
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7.1 | 226 | ====== 2.描述每项价值链活动的目的 ====== |
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2.1 | 227 | |
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7.1 | 228 | ====== a）计划 ====== |
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2.1 | 229 | |
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7.1 | 230 | ====== b） 改 进 ====== |
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2.1 | 231 | |
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7.1 | 232 | ====== c） 契 动 ====== |
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2.1 | 233 | |
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7.1 | 234 | ====== d）设计和转换 ====== |
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2.1 | 235 | |
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7.1 | 236 | ====== e）获取/构建 ====== |
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2.1 | 237 | |
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7.1 | 238 | ====== f）交付和支持 ====== |
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2.1 | 239 | |
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7.1 | 240 | ====== 注：每个价值链活动的输入输出不在考核范围 ====== |
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7.1 | 264 | ====== 1 ====== |
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7.1 | 285 | ====== 6.了解15个ITIL实践的目的和关键内容 ====== |
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3.1 | 286 | )))|(% style="width:561px" %)((( |
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7.1 | 287 | ====== 6.1 考核以下ITIL实践的目的： ====== |
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2.1 | 288 | |
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7.1 | 289 | ====== a）信息安全管理 ====== |
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2.1 | 290 | |
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7.1 | 291 | ====== b）关系管理 ====== |
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2.1 | 292 | |
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7.1 | 293 | ====== c）供应商管理 ====== |
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2.1 | 294 | |
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7.1 | 295 | ====== d）IT资产管理 ====== |
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2.1 | 296 | |
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7.1 | 297 | ====== e）监测和事态管理 ====== |
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2.1 | 298 | |
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7.1 | 299 | ====== f）发布管理 ====== |
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2.1 | 300 | |
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7.1 | 301 | ====== g）服务配置管理 ====== |
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2.1 | 302 | |
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7.1 | 303 | ====== h）部署管理 ====== |
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2.1 | 304 | |
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7.1 | 305 | ====== i）持续改进 ====== |
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2.1 | 306 | |
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7.1 | 307 | ====== j）变更控制 ====== |
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2.1 | 308 | |
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7.1 | 309 | ====== k）事件管理 ====== |
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2.1 | 310 | |
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7.1 | 311 | ====== l）问题管理 ====== |
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2.1 | 312 | |
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7.1 | 313 | ====== m）服务请求管理 ====== |
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2.1 | 314 | |
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7.1 | 315 | ====== n）服务台 ====== |
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2.1 | 316 | |
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7.1 | 317 | ====== o）服务级别管理 ====== |
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7.1 | 357 | ====== 5 ====== |
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2.1 | 358 | ))) |
| 359 | |||
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7.1 | 360 | ====== 续表 ====== |
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7.1 | 362 | ====== ====== |
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3.1 | 364 | |(% style="width:354px" %)((( |
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7.1 | 365 | ====== 学习内容 ====== |
| 366 | )))|(% style="width:568px" %)((( | ||
| 367 | ====== 考核点 ====== | ||
| 368 | )))|(% style="width:79px" %)((( | ||
| 369 | ====== 难度级别 ====== | ||
| 370 | )))|(% style="width:76px" %)((( | ||
| 371 | ====== 考题数 ====== | ||
| 372 | ))) | ||
| 373 | |(% style="width:354px" %)((( | ||
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7.1 | 382 | ====== 6.了解15个ITIL实践的目的和关键内容 ====== |
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3.1 | 383 | )))|(% style="width:568px" %)((( |
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7.1 | 384 | ====== 6.2 回忆和辨别以下ITIL术语的定义： ====== |
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2.1 | 385 | |
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7.1 | 386 | ====== a）IT资产 ====== |
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2.1 | 387 | |
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7.1 | 388 | ====== b）事态 ====== |
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2.1 | 389 | |
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7.1 | 390 | ====== c）配置项 ====== |
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2.1 | 391 | |
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7.1 | 392 | ====== d）变更 ====== |
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2.1 | 393 | |
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7.1 | 394 | ====== e）事件 ====== |
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2.1 | 395 | |
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7.1 | 396 | ====== f）问题 ====== |
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2.1 | 397 | |
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7.1 | 398 | ====== g）已知错误 ====== |
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7.1 | 418 | ====== 2 ====== |
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7.1 | 429 | ====== 7.理解7个ITIL实践 ====== |
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3.1 | 430 | )))|(% style="width:568px" %)((( |
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7.1 | 431 | ====== 7.1 详细解释以下ITIL实践，不包括这些实践对服务价值链的支持方式： ====== |
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2.1 | 432 | |
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7.1 | 433 | ====== a）持续改进，包括持续改进模式 ====== |
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2.1 | 434 | |
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7.1 | 435 | ====== b）变更控制 ====== |
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2.1 | 436 | |
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7.1 | 437 | ====== c）事件管理 ====== |
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2.1 | 438 | |
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7.1 | 439 | ====== d）问题管理 ====== |
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2.1 | 440 | |
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7.1 | 441 | ====== e）服务请求管理 ====== |
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2.1 | 442 | |
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7.1 | 443 | ====== f） 服 务 台 ====== |
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2.1 | 444 | |
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7.1 | 445 | ====== g）服务级别管理 ====== |
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2.1 | 446 | |
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7.1 | 447 | ====== 注：不考核ITIL实践对服务价值链的具体支持方式，目的是让培训讲师有更多的时间通过对这些实 ====== |
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2.1 | 448 | |
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7.1 | 449 | ====== 践提供实际的指导，加深学员对这些实践的了解。 ====== |
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2.1 | 450 | )))|(% style="width:79px" %)((( |
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7.1 | 451 | ====== ====== |
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2.1 | 452 | |
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7.1 | 453 | ====== ====== |
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2.1 | 454 | |
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7.1 | 455 | ====== ====== |
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2.1 | 456 | |
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7.1 | 457 | ====== ====== |
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2.1 | 458 | |
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7.1 | 459 | ====== ====== |
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2.1 | 460 | |
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7.1 | 461 | ====== BL2 ====== |
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2.1 | 462 | )))|(% style="width:76px" %)((( |
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7.1 | 463 | ====== ====== |
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2.1 | 464 | |
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7.1 | 465 | ====== ====== |
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2.1 | 466 | |
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7.1 | 467 | ====== ====== |
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2.1 | 468 | |
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7.1 | 469 | ====== ====== |
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2.1 | 470 | |
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7.1 | 471 | ====== ====== |
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2.1 | 472 | |
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7.1 | 473 | ====== 17 ====== |
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2.1 | 474 | ))) |
| 475 | |||
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7.1 | 476 | 1. |
| 477 | 11. ((( | ||
| 478 | ====== 模拟试题一 ====== | ||
| 479 | ))) | ||
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2.1 | 480 | |
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7.1 | 481 | ====== 略 ====== |
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2.1 | 482 | |
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7.1 | 483 | ====== ====== |
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2.1 | 484 | |
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7.1 | 485 | 1. ((( |
| 486 | ====== ====== | ||
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2.1 | 487 | |
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7.1 | 488 | 1. |
| 489 | |||
| 490 | ====== 模拟试题二 ====== | ||
| 491 | ))) | ||
| 492 | |||
| 493 | ====== 略 ====== |