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| Section | Objectives |
|---|---|
| Topic 1: Introduction to High-Velocity IT | - High-velocity concepts - Course introduction and ITIL 4 overview |
| Topic 2: High-Velocity IT Techniques - Fast Development | - Development acceleration methods - Rapid delivery techniques |
| Topic 3: High-Velocity IT Techniques - Co-Created Value and Assured Conformance | - Service Experience - Relationship Management - Service Desk - Service Design - Co-Created Value |
| Topic 4: High-Velocity IT Culture | - Cultural aspects of high-velocity environments - Working in highly automated environments |
| Topic 5: High-Velocity IT Techniques - Resilient Operations | - Availability Management - Infrastructure and Platform Management - Capacity and Performance Management - Site Reliability Engineering - Monitoring and Event Management - Service Continuity Management - Problem Management |
| Topic 6: High-Velocity IT Techniques - Valuable Investments | - Investment decision techniques - Value optimization strategies |
| Topic 7: Digital Product Lifecycle | - Digital product lifecycle overview - Transition to Lean, Agile, or DevOps practices - Alignment with ITIL operating model |
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NEW QUESTION # 11
A team is evaluating commercial software products in an effort to improve communication and collaboration within the team. The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?
Answer: D
NEW QUESTION # 12
A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.
Which is the BEST solution for providing user support in this case?
Answer: D
NEW QUESTION # 13
A service provider is about to engage in a partnership with a large retailer. They will integrate the retailer ' s systems for online shopping.
How can the ' relationship management ' practice contribute to this initiative?
Answer: A
Explanation:
Relationship management is concerned with establishing and nurturing links between organizations at a strategic and collaborative level. In a partnership, shared trust, aligned behaviours, and mutual understanding are essential to co-creating value successfully.
A is more closely related to service level management. B could be part of operational coordination, but it is narrower than relationship management. D relates more to analytics, service design, or business analysis. C best matches the role of relationship management in enabling healthy collaboration between organizations.
This also fits ITIL's broader view that many services depend on third parties and that effective relationships with partners and suppliers are important to practice success .
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NEW QUESTION # 14
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application, and believe that it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system. How can a 'service mindset' improve the situation?
Answer:
Explanation:
By encouraging users to understand the features of the new application, and how it can contribute to achievement of the enterprise's objectives
NEW QUESTION # 15
An organization is negotiating and agreeing on the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?
Answer: D
NEW QUESTION # 16
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