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| Section | Weight | Objectives |
|---|---|---|
| Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
| Enabling Resilient Operations | 10% | - Capacity and performance management, monitoring and event management - Problem management, service continuity, infrastructure and platform management |
| Enabling Fast Development | 15% | - Agile, DevOps, and continuous integration/delivery practices - Automation, cloud-native practices, and rapid deployment |
| High-Velocity IT Concepts and Digital Enterprise | 25% | - Objectives of digital products: valuable investments, fast development, resilient operations, co-created value, assured conformance - Alignment with four dimensions of service management, ITIL Service Value System, service value chain, and digital product lifecycle - Core terms: High-velocity IT, digital organization, digital transformation, digital technology |
| Guiding Principles and Foundational Concepts for Velocity | 20% | - Ethics, safety culture, lean culture, Toyota Kata - Lean, agile, resilient, and continuous principles - Service-dominant logic, design thinking, complexity thinking |
| Enabling Valuable Investments | 15% | - Strategic alignment, portfolio management, business case development - Prioritization and value assessment practices |
| Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
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NEW QUESTION # 52
A support team performs its incident diagnosis and resolution activities within a persistent group messaging platform, where automation tools also post information and execute commands.
Which practice is being used?
Answer: D
Explanation:
ChatOps brings people, tools, processes, and automation together in a shared conversational platform. Because actions and their results are recorded in a common channel, situational awareness improves, knowledge is shared automatically, and an auditable record of activity is created as a by-product of normal work.
NEW QUESTION # 53
An organization has introduced software engineering practices such as continuous integration and continuous delivery in order to accelerate the delivery of its innovative new products and services. The organization needs to balance these new ways of working and continued compliance with internal and external policies.
Which practice would MOST help the organization to achieve this?
Answer: B
Explanation:
Risk management would most help the organization balance accelerated delivery (through CI/CD) with compliance, as it ensures that risks related to internal and external policies are identified, assessed, and controlled while enabling innovation.
NEW QUESTION # 54
From the perspective of the service provider, which statement about the digital product lifecycle is CORRECT?
Answer: B
Explanation:
From the service provider's perspective, the digital product lifecycle begins with researching and developing the offering, as this is when the provider initiates creating value. It does not depend on when consumers are onboarded or when engagements are terminated.
NEW QUESTION # 55
An organization's efforts to maintain high levels of availability have significantly impacted its ability to make fast and frequent changes.
Which action BEST represents how the 'availability management' practice can support both of these aims?
Answer: D
Explanation:
Site reliability engineering (SRE) techniques within the availability management practice balance availability with the need for speed and frequent change. SRE applies error budgets and automation to maintain resilience while enabling rapid delivery.
NEW QUESTION # 56
A development and operations team experienced a major service outage during a release. After recovery, senior leaders want to understand what happened and prevent recurrence, but they also want to avoid a blame culture that discourages openness.
Which approach is BEST?
Answer: A
Explanation:
A blameless post-mortem supports learning, transparency, and continual improvement without creating fear. In HVIT environments, organizations need fast learning loops and honest reporting, especially after failures. People are more likely to share important evidence and contributing factors when they know the goal is improvement, not punishment.
NEW QUESTION # 57
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