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ITIL > High Velocity > Flashcards

High Velocity Flashcards

1
Q

7 techniques for fast development

A

1- IAC
2- Loosely Coupled Information System Architecture
3- Reviews
4- Continuous Business Analysis
5- CI/CD
6- Continuous Testing
7- Kanban

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2
Q

Fast development technique based on lean methodology of a highly visible pull base workflow that manages and improves work across human systems.

A

Kanban

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3
Q

Fast development technique where testing is performed throughout the software development life cycle.

A

Continuous Testing

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4
Q

Fast development technique that are central concepts to Lean and Agile software deployment.

A

CI/CD

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5
Q

Fast development technique used for gathering information/feedback to decide direction of a product or service development process.

A

Continuous Business Analysis

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6
Q

Fast development technique based on principle of progressing iteratively w/feedback to learn lessons, improve and correct, while not slowing down or adding too much control.

A

Reviews

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7
Q

Fast development technique that feature small, independently developed components.

A

Loosely Coupled Information System Architecture

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8
Q

Fast development technique that uses machine readable definition files for IT infrastructure and platforms.

A

IAC

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9
Q

What are 5 practices that contribute to achieving fast development?

A

1- Architecture Management
2- Business Analysis
3- Deployment Management
4- Service Validation and Testing
5- Software Development and Management

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10
Q

What are 4 techniques for Valuable Investments?

A

1- Prioritization
2- Minimal Viable Product
3- Product or Service Ownership
4- A/B Testing

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11
Q

Valuable investment technique that demonstrates just enough features for an early assessment and feedback to pursue iterative and full development.

A

Minimal Viable Product

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12
Q

Valuable investment technique required due to variable demand for services consideration such as cost delay and buy, sell, hold decisions.

A

Prioritization

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13
Q

Valuable investment technique that relates to product owner.

A

Product/Service Ownership

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14
Q

Valuable investment technique that helps decide which version of a feature is most valuable.

A

A/B Testing?

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15
Q

What are 2 practices that support Valuable Investment?

A

1- Portfolio Management
2- Relationship Management

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16
Q

What are 7 techniques for Resilient Operations?

A

1- Technical Debt Management
2- Chaos Engineering
3- Definition of Done
4- Version Control
5- AIOps
6- ChatOps
7- Site Reliability Engineering

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17
Q

What are 6 ITIL practices that support resilient operations?

A

1- Availability Management
2- Capacity and Performance Management
3- Monitoring and Event Management
4- Problem Management
5- Service Continuity Management
6- Infrastructure and Platform Management

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18
Q

Resilient Operations technique that consists of checklist of agreed upon criteria for proposed product or service.

A

Definition of Done

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19
Q

Resilient Operations technique that consists of administrative management of sources and artefacts of information systems, products and services.

A

Version Control

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20
Q

Resilient Operations technique that applies machine learning to IT Operations to receive continuous insights which provide continuous fixes and improvements via automation.

A

AIOps

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21
Q

Resilient Operations technique that connects people, tools, processes and automation in a transparent flow, facilitating collaboration and control of pipelines.

A

ChatOps

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22
Q

Resilient Operations technique that incorporates software engineering aspects and applies them to infrastructure and operations problem with the goal of creating scalable and reliable software systems.

A

Site Reliability Engineering

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23
Q

Resilient Operations technique that is the discipline of experimenting on a system in order to build confidence in the system’s capability to withstand turbulent conditions in production.

A

Chaos Engineering

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24
Q

Resilient Operations technique that consists of total backlog accumulated by choosing workarounds instead of system solutions that would take longer.

A

Technical Debt Management

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25
Q

Four steps in Chaos Engineering?

A

1- Define steady state (normal behavior)
2- Assume steady state will continue (hypothesize what will happen)
3- Introduce variables that reflect real world events
4- Try to disprove the assumption (verify and learn)

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26
Q

Technique for Co-created value that is a combination of technical output of a service and human perception of that service.

A

Service Experience

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27
Q

3 practices that help achieve Co-Created Value

A

1- Relationship Management
2- Service Design
3- Service Desk

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28
Q

Assured Conformation techniques?

A

1- DevOps Audit Defense ToolKit
2- DevSecOps
3- Peer Review

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29
Q

Assured Conformation technique that consists of a set of tools, processes and best practices designed to help prepare and respond to DevOps related audits.

A

DevOps Audit Defense ToolKit

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30
Q

Assured Conformation technique that integrates the security into daily work and uses/supports the concept of integration of duties

A

DevSecOps

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31
Q

Assured Conformation technique that uses/incorporates the judgement of professional work by others in the same field or profession.

A

Peer Review

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32
Q

The purpose of this practice is to move changed or new hardware, software, documentation, processes and other components to live environments or to staging, testing development of other environments.

A

Deployment Management

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33
Q

The capability of the service provider to continue service operation at acceptable predefined levels following a disaster event or disruptive incident.

A

Service Continuity?

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34
Q

The purpose of this practice is to design products and services that are fit for purpose and use, and can be delivered by the organization and its ecosystem.

A

Service Design

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35
Q

The purpose of this practice is to ensure new or changed products and services meet requirements.

A

Service Validation and Testing

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36
Q

Performed in earlier stages of the product and service lifecycle (ideation and design) focused on confirming proposed service design meets agreed service requirements

A

Service Validation

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37
Q

Three phases of Problem Management?

A

1- Problem Identification
2- Problem Control
3- Error Control

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38
Q

3 SuccessFactors for Availability Management practices

A

1- Identifying service availability requirements
2- Measure, assessing and reporting service availability (MTBF and MTRS)
3- Treating service availability risks

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39
Q

2 Practice SuccessFactors for Service Validation and Testing

A

1- Defining and agreeing on approaches to the validation and testing of the organization’s products, services and components in line with the organization’s requirements for speed and quality of service changes
2- Ensuring that new and changed components, products and services meet agreed criteria

40
Q

2 SuccessFactors for Deployment Management

A

1- Establish and maintain effective deployment approaches for services and components
2- Ensure effective deployment in context of organization’s value streams

41
Q

2 SuccessFactors for Software Development and Management

A

1- Agree and improve organization’s approach to development and management of software development
2- Ensure software continuously meets organization’s requirements and quality throughout its lifecycle

42
Q

2 Service Design success factors

A

1- Establishing an organizational wide approach to service design
2- Ensuring that services are fit for purpose (utility) and fit for use (warranty) throughout their lifecycle

43
Q

2 Practice success factors for Architecture Management

A

1- Ensuring organization’s strategy is supported with a target architecture
2- Ensuring organization’s architecture is continually evolving to the target state

44
Q

2 Practice success factors for Service Desk

A

1- Enabling and continually improving effective, efficient and convenient communication between provider and users
2- Enabling integration of user communications into value streams

45
Q

2 Practice success factors for Problem Management

A

1- Identifying and understanding the problems and their impact on services
2- Optimizing problem resolution and mitigation

46
Q

3 Practice success factors for Monitoring and Event Management

A

1- Establishing and maintaining approaches and models that describe various types of events and monitoring capabilities needed to detect them
2- Ensuring availability of timely, relevant, and sufficient monitoring data to everyone concerned
3- Ensuring events are detected, interpreted and acted on as quickly as possible as needed

47
Q

3 Practice success factors for Relationship Management

A

1- Establishing and continually improving an effective approach to relationship management practice across the organization
2- Ensuring effective and healthy relationship within the organization
3- Ensuring effective and healthy relationships between the organization and its external stakeholders

48
Q

3 Practice success factors for Risk Management

A

1- Establishing governance of risk management
2- Nurturing a risk management culture and identifying risks
3- Analyzing and evaluating risks

49
Q

3 Practice success factors for Capacity and Performance Management

A

1- Identifying service capacity and performance requirements
2- Measuring, assessing and reporting service performance and capacity
3- Treating service performance and capacity risks

50
Q

4 Practice success factors for Information Security Management

A

1- Developing and managing information security management policies and plans
2- Mitigating information security risks
3- Exercising and testing information security management plans
4- Embedding information security into all aspects of the SVS

51
Q

3 Practice success factors for Service Continuity Management

A

1- Developing and managing service continuity plans
2- Mitigating service continuity risks
3- Ensuring awareness and readiness

52
Q

2 Practice success factors for Infrastructure and Platform Management

A

1- Establishing an infrastructure and platform management approach to meet evolving organizations needs
2- Ensuring that infrastructure and platform solutions meet the organizations current and anticipated needs

53
Q

2 Practice success factors for Portfolio Management

A

1- Ensuring sound investment decisions for programs, projects, products and services within organization’s resource constraints
2- Ensuring continual monitoring, review and optimization of organization’s constraints

54
Q

What are the six forms of loss as proposed by FAIR?

A

1- Productivity
2- Response
3- Replacement
4- SLA fines and regulatory judgments
5- Competitive Advantage
6- Reputation

55
Q

The purpose of this practice is to ensure that services deliver agreed levels of availability to meet the need of customers and users.

A

Availability Management

56
Q

The purpose of this practice is to ensure that the availability and performance of a service are maintained at sufficient levels in case of a disaster.

A

Service Continuity Management

57
Q

The ability of an IT service or other configuration item to perform its agreed function when required.

A

Availability

58
Q

The purpose of this practice is to ensure the organization has the right mix of programs, projects, products and services to execute its strategy within funding constraints

A

Portfolio Managment

59
Q

The purpose of this practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors

A

Problem Management

60
Q

The purpose of this practice is to systematically observe services and service components, and record and report selected changes of state identified as events

A

Monitoring and Event Management

61
Q

The purpose of this practice is to manage communications for service requests and incidents and capture their demand. It is also the entry point and single point of contact with all users

A

Service Desk Practice

62
Q

The purpose of this practice is to ensure that software development aligns with business needs, delivering high-quality software products in a cost-effective and efficient manner. This practice encompasses the entire software development lifecycle, from planning and design to deployment and maintenance.

A

Software Development and Management

63
Q

The purpose of this practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

A

Relationship Management

64
Q

The purpose of this practice is to explain different elements that form an organization. Explains how elements are interrelated to enable organizations to achieve its objectives

A

Architecture Management

65
Q

The purpose of this practice is to analyze part or entirety of the business, define its needs and recommend solutions to address those needs or solve a problem

A

Business Analysis Practice

66
Q

The purpose of this practice is to protect information needed by the organization to conduct its business

A

Information Security Management

67
Q

The purpose of this practice is to ensure the organization understands and effectively handle risk

A

Risk Management

68
Q

The purpose of this practice is to oversee the infrastructure and platforms used by an organization to

A

Infrastructure and platform management

69
Q

The purpose of this practice is to ensure that service achieve the agreed and expected levels of performance and satisfy current and future demand in a cost-effective manner

A

Capacity and Performance Management

70
Q

HVIT objective described as effective interaction between service provides and service consumers

A

Co-created Value

71
Q

Closely related service value chain activities for Co-created value objective

A

Engage, deliver and support, improve

72
Q

HVIT approach that improves throughput and reduces waste

A

Lean

73
Q

HVIT objective achieved through DevSecOps, SRE and Rugged Software Development

A

Resilience

74
Q

HVIT approach that adds close and iterative collaboration with others

A

Agile

75
Q

systems that are dynamic and can change or adapt in response to the behavior of the agents within them. The boundaries and rules within such systems are not rigid but are influenced and modified by the interactions and decisions of the agents (such as individuals, organizations, or components) operating within the system.

A

Complex Adaptive Systems

76
Q

A mental model of economic exchange in which stake holders co-create value by applying their competencies and other resources

A

Service Dominance Logic

77
Q

5 Steps of Digital Product Lifecycle

A
  1. Exploration 2. Onboarding 3. Co-Creating value 4. offboarding 5. Retiring
78
Q

A mental model and behavior pattern for scientific thinking and routines for practice and coaching

A

Toyota Kata

79
Q

5 Key Behaviors of High Velocity

A

1- Accept Ambiguity
2-Trust and be trusted
3- Continually raise the bar
4- Help get the customer’s job done
5- Commit to continual learning

80
Q

when a back log item is ready to be worked on

A

definition of ready

81
Q

a percentage and meant time between failures and mean time to restore. difficult to measure and usually unreliable

A

Availability

82
Q

number of breaches, maturity of control monitoring, ability to analyze logs to identify risks as breaches, etc.

A

security

83
Q

time to load a webpage, to execute a date query or complete batch process, etc

A

performance

84
Q

Agile acronym used a definition for ready: INVEST

A

Independent: The user story should be self-contained.

Negotiable: User stories are not fixed contracts; they can be discussed and changed.

Valuable: The user story must deliver value to the end user.

Estimable: The user story should be able to be estimated in terms of effort.

Small: The user story should be small enough to be completed within a single iteration
.
Testable: The user story must have clear acceptance criteria to be testable.

85
Q

Continuous Techniques (5)

A

1- small frequent batches
2- Continuous Integration
3 - Continuous delivery
4- Continuous deployment
5- Great collaboration and automation

86
Q

Lean techniques (3)

A

1- Break large pieces into smaller items
2-Reduce WIP to improve throughput
3- Theory of constraints (identify weakest link, reduce load on it, organize around it

87
Q

Resilient Techniques (4)

A

1- SRE
2- Rugged Software Development
3- DevSecOps
4-Proactive monitoring

88
Q

Agile Techniques (3)

A

1- working software is delivered in frequent increments
2-information/feedback is gathered quickly
3- decision are delayed as long as possible

89
Q

The cognitive and practical process by which design concepts are developed

A

Design Thinking

90
Q

a climate in which people are comfortable being (and expressing themselves)

A

Safety Culture

91
Q

work environment where trust, respect, curiosity, inquiry, playfulness and intensity all coexist in a plasma of learning and discovery

A

Lean Culture

92
Q

System of principles which define what is good for individuals and society

A

Ethics

93
Q

Closely related service value chain activities for Fast Development objective

A

Engage, Design and Transition, Obtain Build, Improve

94
Q

Closely related service value chain activities for valuable investments

A

Engage, Plan, Improve

95
Q

Closely related service value chain activities for Assured conformance

A

All value chain activities

96
Q

Closely related service value chain activities of Resilient Operations

A

Engage, deliver and support, improve

ITIL (13 decks)

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