ITIL 4 Specialist: High Velocity IT Training

a. Overview of the key ITIL 4 high-velocity terminology

b. Understand when the transformation to high velocity IT is desirable and feasible

c. Understand the five objectives associated with digital products - to achieve:

• Valuable investments - strategically innovative and effective application of IT
• Fast development - quick realization and delivery of IT services and IT-related products
• Resilient operations - highly resilient IT services and IT-related products
• Co-created value - effective interaction between service provider and consumer
• Assured conformance - to governance, risk and compliance (GRC) requirements.

a. Understand how high velocity IT relates to:

• The four dimensions of service management
• The ITIL service value system
• The service value chain
• The digital product lifecycle

a. Understand the following concepts:

• Ethics
• Safety culture
• Toyota Kata
• Lean / Agile / Resilient / Continuous
• Service-dominant logic
• Design thinking
• Complexity thinking

b. Use the principles, models and concepts to contribute to:

• Help get customers' jobs done
• Trust and be trusted
• Commit to performance
• Deal with uncertainty
• Improve by being inquisitive

a. Know how the service provider ensures valuable investments are achieved.

b. Know how to use the following practices to contribute to achieving valuable investments:

• Portfolio management
• Relationship management

c. Know how the service provider ensures fast deployment is achieved

d. Know how to use the following practices to contribute to achieving fast deployment:

• Architecture management
• Business analysis
• Deployment management
• Service validation and testing

e. Software development and management

f. Know how the service provider ensures resilient operations are achieved

g. Know how to use the following practices to contribute to achieving resilient operations:

• Availability management
• Capacity and performance management
• Monitoring and event management
• Problem management
• Service continuity management
• Infrastructure and platform management

h. Know how the service provider ensures co-created value is achieved

i. Know how to use the following practices to contribute to achieving co-created value with the service consumer:

• Relationship management
• Service design
• Service desk

j. Know how the service provider ensures assured conformance is achieved

k. Know how to use the following practices to contribute to achieving assured conformance:

• Information security management
• Risk management