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| Section | Objectives |
|---|---|
| Topic 1: Guiding Principles for High-Velocity IT | - Application of ITIL guiding principles - DevOps culture - Continuous improvement - Lean practices - Agile methods |
| Topic 2: Contribute to Value with Digital Products | - Valuable investments - Fast development - Resilient operations - Co-created value - Assured conformance |
| Topic 3: Digital Product Lifecycle | - Value streams - Digital product lifecycle - Service value creation - ITIL operating model |
| Topic 4: Understand High-Velocity IT Concepts | - Digital organization - IT transformation - Digital technology - Digital transformation - Digital products - High-velocity IT |
| Topic 5: High-Velocity IT Techniques and Practices | - Automation - Testing and validation - Architecture and design - Cloud computing - Security and risk management |
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NEW QUESTION # 75
Which is often a feature of a service value system for a digitally enabled organization?
Answer: A
Explanation:
A digitally enabled organization's service value system often features separate value streams for each product and service, allowing for agility, focus, and alignment of work to deliver value effectively.
NEW QUESTION # 76
The service desk team at a small university provides a walk-in service for its students from 8:00 to 17:00 during the week. The only other available channel is telephone support during the same hours. Students often complain that they have to wait for a long time, and that they need support after working hours.
Which is the BEST approach to improve the students' service experience?
Answer: B
Explanation:
Improving service experience in this situation requires reducing wait times and extending accessibility beyond working hours. Providing and encouraging self-service enables students to resolve common issues independently at any time, improving availability, reducing queue pressure on the service desk, and enhancing overall user experience without being constrained by service desk operating hours.
NEW QUESTION # 77
An organization has experienced many security issues due to cyber attacks that target users. The management team has decided to train users to help them understand their role in managing this risk.
Which type of control is this training an example of?
Answer: C
Explanation:
User training aimed at reducing the likelihood of cyber security incidents is a preventive control. It works by influencing user behaviour and increasing awareness so that security threats are less likely to succeed in the first place, thereby reducing the probability of security breaches occurring.
NEW QUESTION # 78
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 # 79
Which behaviour would be encouraged in a lean culture?
Answer: B
Explanation:
A lean culture encourages continuous improvement, learning, and experimentation. Being curious and trying new things supports discovering better ways of working, validating assumptions, and improving processes through feedback, which is central to lean thinking and value-driven optimization.
NEW QUESTION # 80
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