ITIL® 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification

Table of contents

1. Cover
2. Title
3. Copyright
4. About the author
5. Contents
6. Introduction
   1. How to use this book
7. Chapter 1: Introduction to High-velocity IT
   1. High-velocity IT key terms
   2. When to transform
   3. High-velocity IT objectives
8. Chapter 2: The digital product lifecycle and the ITIL operating model
   1. The four dimensions of service management
   2. The VUCA environment
   3. The digital product lifecycle
   4. The service value system
   5. The service value chain
   6. Service consumer
   7. Value streams
9. Chapter 3: HVIT key behaviours
   1. Behaviour 1: Accept ambiguity and uncertainty
   2. Behaviour 2: Trust and be trusted
   3. Behaviour 3: Continually raise the bar
   4. Behaviour 4: Help to get customers’ jobs done
   5. Behaviour 5: Commit to continual learning
10. Chapter 4: Principles, models and concepts
    1. Ethics
    2. Safety culture
    3. Lean culture
    4. Toyota Kata
    5. Lean/Agile/resilient/continuous
    6. Service-dominant logic
    7. Design thinking
    8. Complexity thinking
11. Chapter 5: Ensuring valuable investments
    1. Techniques for ensuring valuable investments
    2. Using the ITIL 4 practice guides
    3. ITIL practices and ensuring valuable investments
12. Chapter 6: Ensuring fast development
    1. Techniques for ensuring fast development
    2. ITIL practices and ensuring fast development
13. Chapter 7: Ensuring resilient operations
    1. Techniques for ensuring resilient operations
    2. ITIL practices and ensuring resilient operations
14. Chapter 8: Ensuring co-created value
    1. Techniques for co-creating value
    2. ITIL practices and ensuring co-created value
15. Chapter 9: Ensuring assured conformance
    1. Techniques for ensuring assured conformance
    2. ITIL practices and ensuring assured conformance
16. Chapter 10: Exam preparation
17. Appendix A: Banksbest case study
    1. Company overview
    2. Company structure
    3. Future plans
    4. IT services
    5. IT department
    6. IT service management
    7. Sample employee biographies
18. Further reading