ITIL® 4 High-velocity IT If you’ve achieved your ITIL® 4 Foundation certificate, you’re probably planning the next stage in your ITIL journey and which qualification to work towards. ITIL 4 High-velocity IT (HVIT) provides essential knowledge and capabilities for service management professionals, supporting those involved in the delivery of digital products and services and anyone working on digital transformation programs. High-velocity IT is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at professionals who are working in fast-paced environments, including adapting service management to work with Lean, Agile and DevOps. The majority of this book is based on the official AXELOS ITIL® 4: High-velocity IT publication and the associated High-velocity IT Managing Professional syllabus. It provides students with the information they need to pass the High-velocity IT exam, and help them become a successful practitioner. Suitable for existing ITIL v3 experts, ITIL 4 MP students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles. The guide focuses on: Digital product lifecycle and the ITIL operating model; High-velocity key behaviours; Principles, models and concepts; Ensuring: Valuable investments; Fast development; Resilient operations; Assured conformance; and Exam preparation. A useful tool throughout your career In addition to being an essential study aid, the author — a seasoned ITSM professional — also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come – long after you’ve passed your exam. The essential link between your ITIL qualification and the real world – buy this book today! ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved. Part of Claire Agutter’s ITIL 4 Series. For more information about the other books in the series, visit: www.itgovernancepublishing.co.uk/author/claire-agutter.    

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