ITIL 4 Specialist High Velocity IT

Topics:

• Understand the following terms:

  • Digital organization

  • High velocity IT

  • Digital transformation

  • IT transformation

  • Digital products

  • Digital technology

• Understand when the transformation to high velocity IT is desirable and feasible

• The five objectives associated with digital products – to achieve:

  • Valuable investments – strategically innovative and effective application of IT

  • Fast development - quick realization and delivery of IT services and IT-related products

  • Resilient operations - highly resilient IT services and IT-related products

  • Co-created value - effective interaction between service provider and consumer

  • Assured conformance - to governance, risk and compliance (GRC) requirements

• Understand how high velocity IT relates to:

  • The four dimensions of service management

  • The ITIL service value system

  • The service value chain

  • The digital product lifecycle

• Understand the following concepts:

  • Ethics

  • Safety culture

  • Toyota Kata

  • Lean / Agile / Resilient / Continuous

  • Service-dominant logic

  • Design thinking

  • Complexity thinking

• Know how to use the following principles, models and concepts:

  • Ethics

  • Safety culture

  • Lean culture

  • Toyota Kata

  • Lean / Agile / Resilient / Continuous

  • Service-dominant logic

  • Design thinking

  • Complexity thinking

• To contribute to:

  • Help get customers’ jobs done

  • Trust and be trusted

  • Commit to performance

  • Deal with uncertainty

  • Improve by being inquisitive

• Know how the service provider ensures valuable investments are achieved

• Know how to use the following practices to contribute to achieving valuable investments:

  • Portfolio management

  • Relationship management

• Know how the service provider ensures fast deployment is achieved

• Know how to use the following practices to contribute to achieving fast deployment:

  • Architecture management

  • Business analysis

  • Deployment management

  • Service validation and testing

  • Software development and management

• Know how the service provider ensures resilient operations are achieved

• Know how to use the following practices to contribute to achieving resilient operations:

  • Availability management

  • Capacity and performance management

  • Monitoring and event management

  • Problem management

  • Service continuity management

  • Infrastructure and platform management

• Know how the service provider ensures co-created value is achieved

• Know how to use the following practices to contribute to achieving co-created value with:

  • Relationship management

  • Service design

  • Service desk

• Know how the service provider ensures assured conformance is achieved

• Know how to use the following practices to contribute to achieving assured conformance:

  • Information security management

  • Risk management