ITIL 4: High-velocity IT Reference and Study Guide

ITIL® 4: High-velocity IT Reference and Study Guide
	Contents
	Foreword
	Acknowledgements
	About this guide
	1 Introduction
	2 Key terms and concepts
		2.1 Overview of high-velocity IT
			2.1.1 Key behaviour patterns
			2.1.2 Models and concepts of HVIT culture
			Table 2.1 The models and concepts of HVIT culture
			2.1.3 ITIL guiding principles
			2.1.4 HVIT approaches
			2.1.5 Mission, objectives, and techniques
			Table 2.2 HVIT objectives and associated techniques
			2.1.6 Practices and their relevance to the five objectives
			Table 2.3 The ITIL practices and their relevance to the HVIT objectives
		2.2 Key terms
			2.2.1 Digital organization
			2.2.2 High-velocity IT
			2.2.3 Digital transformation
			2.2.4 IT transformation
			Figure 2.1 Digital transformation and IT transformation
			2.2.5 Digital technology
			Figure 2.2 Digital technology
			2.2.6 Digital product
		2.3 High-velocity IT objectives
			2.3.1 Valuable investments
			2.3.2 Fast development
			2.3.3 Resilient operations
			2.3.4 Co-created value
			2.3.5 Assured conformance
		2.4 Key characteristics of high-velocity IT
			2.4.1 Lean
			Table 2.4 Key characteristics of high-velocity IT
			2.4.2 Agile
			2.4.3 Resilient
			2.4.4 Continuous
		2.5 Service-dominant logic
			2.5.1 Application
	3 High-velocity IT across the ITIL model
		3.1 Four dimensions of service management
			Figure 3.1 The value stream in context
			3.1.1 Organizations and people
			3.1.2 Information and technology
			3.1.3 Partners and suppliers
			3.1.4 Value streams and processes
			3.1.5 External (PESTLE) factors
		3.2 Service value system
			3.2.1 Operating models
			Figure 3.2 The ITIL service value system
			3.2.2 Governance and management
		3.3 Service value chain
			Figure 3.3 The ITIL service value chain
			3.3.1 Value streams
			3.3.2 Service value chain activities and DevOps
			Figure 3.4 DevOps and the service value chain
			3.3.3 Service consumer
			Figure 3.5 An example of a value stream referring to service value chain activities
		3.4 Digital product lifecycles
			Table 3.1 Stages of the digital product lifecycle
	4 High-velocity IT culture
		4.1 Key behaviour patterns
			4.1.1 Accept ambiguity and uncertainty
			Figure 4.1 Key behaviour patterns
			4.1.2 Trust and be trusted
			4.1.3 Continually raise the bar
			4.1.4 Help get customers’ jobs done
			4.1.5 Commit to continual learning
		4.2 Models and concepts
			Table 4.1 Models and concepts and related key behaviour patterns
			4.2.1 Purpose
			4.2.2 People
			4.2.3 Progress
			Figure 4.2 The Cynefin framework
			4.2.4 ITIL guiding principles
	5 High-velocity IT techniques
		5.1 Techniques for valuable investments
			5.1.1 Prioritization techniques
			5.1.2 Minimum viable products and services
			5.1.3 Product or service ownership
			5.1.4 A/B testing
		5.2 ITIL practices contributing to valuable investments
			5.2.1 Portfolio management
			Table 5.1 Techniques that have high impact on portfolio management
			5.2.2 Relationship management
			Table 5.2 Techniques that have high impact on relationship management
		5.3 Techniques for fast development
			5.3.1 Infrastructure as code
			5.3.2 Loosely coupled information system architecture
			5.3.3 Reviews
			5.3.4 Continual business analysis
			5.3.5 Continuous integration, continuous delivery, and continuous deployment
			5.3.6 Continuous testing
			Table 5.3 Types of software testing
			5.3.7 Kanban
		5.4 ITIL practices contributing to fast development
			5.4.1 Architecture management
			Table 5.4 Techniques that have high impact on architecture management
			5.4.2 Business analysis
			Table 5.5 Techniques that have high impact on business analysis
			5.4.3 Deployment management
			Table 5.6 Techniques that have high impact on deployment management
			5.4.4 Service validation and testing
			Table 5.7 Techniques that have high impact on service validation and testing
			5.4.5 Software development and management
			Table 5.8 Techniques that have high impact on software development and management
		5.5 Techniques for resilient operations
			5.5.1 Technical debt
			5.5.2 Chaos engineering
			5.5.3 Definition of done
			5.5.4 Version control
			5.5.5 AIOps
			5.5.6 ChatOps
			5.5.7 Site reliability engineering
		5.6 ITIL practices contributing to resilient operations
			5.6.1 Availability management
			Table 5.9 Techniques that have high impact on availability management
			5.6.2 Capacity and performance management
			Table 5.10 Techniques that have high impact on capacity and performance management
			5.6.3 Infrastructure and platform management
			Table 5.11 Techniques that have high impact on infrastructure and platform management
			5.6.4 Monitoring and event management
			Table 5.12 Techniques that have high impact on monitoring and event management
			5.6.5 Problem management
			Table 5.13 Techniques that have high impact on problem management
			5.6.6 Service continuity management
			Table 5.14 Techniques that have high impact on service continuity management
		5.7 Techniques for co-created value
			5.7.1 Service experience
		5.8 ITIL practices contributing to co-created value
			5.8.1 Relationship management
			5.8.2 Service design
			Table 5.15 Techniques that have high impact on service design
			5.8.3 Service desk
			Table 5.16 Techniques that have high impact on service desk
		5.9 Techniques for assured conformance
			5.9.1 DevOps Audit Defense Toolkit
			5.9.2 DevSecOps
			5.9.3 Peer review
		5.10 ITIL practices contributing to assured conformance
			5.10.1 Information security management
			Table 5.17 Techniques that have high impact on information security management
			5.10.2 Risk management
			Table 5.18 Techniques that have high impact on risk management
	6 Taking the HVIT examination
		6.1 Purpose of the ITIL 4 HVIT qualification
		6.2 Examination overview
			Table 6.1 Examination weighting by learning outcome
		6.3 Question type examples
			6.3.1 Standard
			6.3.2 Negative
			6.3.3 List
		6.4 Examination modalities
			6.4.1 Sample papers
			6.4.2 Tips for taking the examination
	7 The ITIL 4 certification scheme
		7.1 ITIL Foundation
			Figure 7.1 The ITIL certification scheme
		7.2 ITIL Managing Professional stream
			7.2.1 ITIL Specialist – Create, Deliver and Support
			7.2.2 ITIL Specialist – Drive Stakeholder Value
			7.2.3 ITIL Specialist – High-velocity IT
			7.2.4 ITIL Strategist – Direct, Plan and Improve
		7.3 ITIL Strategic Leader stream
			7.3.1 ITIL Strategist – Direct, Plan and Improve
			7.3.2 ITIL Leader – Digital and IT Strategy
		7.4 ITIL Master
		7.5 ITIL and the T-shaped individual
		Figure 7.2 A T-shaped skillset
		Figure 7.3 A T-shaped service manager
	8 ITIL 4: High-velocity IT syllabus
		Table 8.1 Concepts that are tested in the ITIL 4 High-velocity IT examination
	End notes
	Further information
	Index