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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Guiding Principles and Foundational Concepts for Velocity | 20% | - Ethics, safety culture, lean culture, Toyota Kata - Service-dominant logic, design thinking, complexity thinking - Lean, agile, resilient, and continuous principles |
| Topic 2: Enabling Resilient Operations | 10% | - Capacity and performance management, monitoring and event management - Problem management, service continuity, infrastructure and platform management |
| Topic 3: High-Velocity IT Concepts and Digital Enterprise | 25% | - Core terms: High-velocity IT, digital organization, digital transformation, digital technology - 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 |
| Topic 4: Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| Topic 5: Enabling Fast Development | 15% | - Agile, DevOps, and continuous integration/delivery practices - Automation, cloud-native practices, and rapid deployment |
| Topic 6: Enabling Valuable Investments | 15% | - Strategic alignment, portfolio management, business case development - Prioritization and value assessment practices |
| Topic 7: Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
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NEW QUESTION # 107
Following a major service failure, an organization holds a review where team members openly describe the decisions they made and the information available at the time, without fear of punishment.
Which concept does this demonstrate?
Answer: C
Explanation:
A safety culture encourages people to report errors and near-misses openly so that the organization can learn from them. Blameless post-mortems focus on the systemic and contextual causes of failure rather than individual blame, which increases the flow of information and improves organizational learning and resilience.
NEW QUESTION # 108
Which high-velocity IT objective MOST supports delivering product functionality in small increments?
Answer: C
Explanation:
Fast development most supports delivering product functionality in small increments, as it emphasizes rapid, iterative delivery that enables frequent releases and quicker value realization.
NEW QUESTION # 109
A service provider wants to compare two different versions of a checkout page by directing live traffic to each and measuring which produces more completed purchases.
Which technique is being used?
Answer: C
Explanation:
A/B testing exposes different variants of a feature to comparable groups of real users and compares measured outcomes. It provides evidence about which option delivers more value, supporting the valuable investments objective by replacing opinion-based decisions with validated learning.
NEW QUESTION # 110
An organization is experiencing significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?
Answer: B
Explanation:
Toyota Kata focuses on developing adaptive thinking and continuous improvement through structured routines and coaching. By encouraging the practice of routines, managers help employees gradually shift from old working habits to new ones in Agile and DevOps environments. This iterative learning approach supports behavior change through repetition, reflection, and experimentation rather than rigid planning or directive control.
NEW QUESTION # 111
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: B
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 # 112
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