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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Enabling Fast Development | 15% | - Automation, cloud-native practices, and rapid deployment - Agile, DevOps, and continuous integration/delivery practices |
| Topic 2: Enabling Valuable Investments | 15% | - Strategic alignment, portfolio management, business case development - Prioritization and value assessment practices |
| Topic 3: Enabling Assured Conformance | 7% | - Information security management, risk management, compliance |
| Topic 4: 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 5: 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 6: Enabling Resilient Operations | 10% | - Capacity and performance management, monitoring and event management - Problem management, service continuity, infrastructure and platform management |
| Topic 7: Enabling Co-Created Value | 8% | - Relationship management, service design, service desk practices |
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NEW QUESTION # 72
An organization wants to ensure that critical digital services can be restored following a major disruption such as a data centre loss.
Which practice is MOST relevant?
Answer: A
Explanation:
Service continuity management ensures that service availability and performance are maintained at a sufficient level in the event of a disaster. It defines recovery objectives, plans, and regular testing of recovery capability, complementing everyday availability and resilience measures.
NEW QUESTION # 73
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 # 74
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 # 75
A service provider is about to engage in a partnership with a large retailer. The service provider will integrate the retailer's systems for online shopping.
How can the 'relationship management' practice contribute to this initiative?
Answer: C
Explanation:
The relationship management practice contributes by encouraging behaviours consistent with the shared values of both organizations, which builds trust and collaboration - critical for a successful partnership and system integration.
NEW QUESTION # 76
When reviewing a recent project, the project manager asked questions about what outcomes were wanted, and how these were prioritized compared to other alternatives.
Which high-velocity IT objective were they assessing?
Answer: D
Explanation:
Valuable investments focus on ensuring that work is aligned with desired business outcomes and that priorities are based on the value delivered compared to other options. By asking what outcomes are wanted and how they are prioritized against alternatives, the project manager is assessing whether the investment decisions are delivering maximum value in line with organizational objectives.
NEW QUESTION # 77
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