ITIL 4: High-velocity IT Reference and Study Guide

Description

ITIL 4: High-velocity IT Reference and Study Guide” will benefit IT practitioners who have undertaken ITIL 4 Foundation and wish to continue their journey to achieve ITIL 4 High-velocity IT, the entire pathway of ITIL 4 Managing professional and want a great, quick and easy way to study and have a source of ongoing reference. 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