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| Section | Objectives |
|---|---|
| Topic 1: Digital Product Lifecycle | - Digital product lifecycle overview - Transition to Lean, Agile, or DevOps practices - Alignment with ITIL operating model |
| Topic 2: High-Velocity IT Techniques - Fast Development | - Rapid delivery techniques - Development acceleration methods |
| Topic 3: High-Velocity IT Culture | - Working in highly automated environments - Cultural aspects of high-velocity environments |
| Topic 4: Introduction to High-Velocity IT | - High-velocity concepts - Course introduction and ITIL 4 overview |
| Topic 5: High-Velocity IT Techniques - Resilient Operations | - Capacity and Performance Management - Site Reliability Engineering - Service Continuity Management - Availability Management - Monitoring and Event Management - Problem Management - Infrastructure and Platform Management |
| Topic 6: High-Velocity IT Techniques - Valuable Investments | - Value optimization strategies - Investment decision techniques |
| Topic 7: High-Velocity IT Techniques - Co-Created Value and Assured Conformance | - Co-Created Value - Relationship Management - Service Design - Service Desk - Service Experience |
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NEW QUESTION # 14
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?
Answer:
Explanation:
Customer satisfaction with the helpline
NEW QUESTION # 15
An organization sells products which have rapidly-changing features and functionality. The organization has always taken a traditional approach to development and deployment, aiming to deliver products with full functionality after extensive requirements analysis. The organization ' s sales and revenues have recently decreased.
Which technique would be MOST BENEFICIAL for the organization to adopt?
Answer: C
Explanation:
The organization is using a traditional, big-design-up-front approach in a market where features and customer expectations change quickly. That creates a high risk of slow delivery, outdated requirements, and missed market opportunities. Minimum viable products are especially beneficial here because they allow the organization to release sooner, gather feedback faster, and evolve the product based on actual user response.
A/B testing is useful, but generally after something is already in use. Cost of delay is a prioritization concept rather than the main delivery technique needed here. ROI is a financial evaluation method, not the primary operational change required.
C is best because MVPs help the organization shift from long, fully-specified delivery cycles to faster learning and earlier value realization, which is a core HVIT theme.
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NEW QUESTION # 16
What is the BEST way for a software development organization to encourage ethical behaviours?
Answer: D
Explanation:
HVIT places strong emphasis on culture, behaviour, shared understanding, and learning. Ethical behaviour is not created reliably by policy alone. Policy can set expectations, but real ethical capability comes from discussion, reflection, and repeated practice in ambiguous real-world situations.
Workshops that explore ethically significant scenarios help people understand trade-offs, build judgement, and align decisions with organizational values. That is much more effective than simply publishing a policy.
Machine learning does not remove ethical responsibility; it can actually create more ethical risk if used without human judgement. Agile methods help speed and feedback, but they do not by themselves ensure ethical awareness.
So D is best because it develops ethical thinking as a lived organizational capability, which is much more aligned with HVIT culture.
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NEW QUESTION # 17
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
Answer: D
NEW QUESTION # 18
Governance is a core component of the service value system.
How does governance support high-velocity IT?
Answer: A
NEW QUESTION # 19
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