ITIL® 4 High Velocity IT

• Individuals continuing of their journey in service management
• ITSM managers and aspiring ITSM managers
• IT managers and practitioners involved in digital services or working in digital transformation projects, working within or towards high velocity environments

The course will help students to understand:

• Understand concepts regarding the high-velocity nature of the digital enterprise, including the demand it places on IT
• Understand the digital product lifecycle in terms of the ITIL 'operating model'
• Understand the importance of the ITIL Guiding Principles and other fundamental concepts for delivering high velocity IT
• Know how to contribute to achieving value with digital products

Candidates must hold the ITIL 4 foundation certificate

• 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

• 40 questions.
• Multiple choice.
• 28 out of 40 marks required to pass (70%).
• 90 minutes.
• Closed book.
• A PeopleCert certification exam voucher is included in the cost of training.