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ITIL ⭐️⭐️ Specialist HVIT > Objective 1 > Flashcards

Objective 1 Flashcards

1
Q

A ____________ is an organization where digital technology enables them to do business significantly differently, or to do significantly different business.

A

Digital Organization

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2
Q

_____________ is the application of digital technology for significant business enablement, where speed is crucial.

A

High Velocity IT

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3
Q

___________ is the use of digital technology to enable significant improvement in the realization of an organization’s objectives that could not have been feasibly achieved by non digital means.

A

Digital Transformation

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4
Q

Significant enabler for internal processes and a strategic part of business model

A

Digital Technology

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5
Q

Becoming ‘_______’ is part of an organization’s culture

A

digital first

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6
Q

Where business and IT are regarded as separate organizational functions, “____________” can be used to denote major change to improve how IT services are provided

A

IT transformation

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7
Q

If IT is not separate from the business, then there is no clear distinction between _______ transformation and _____ transformation

A

Digital, IT

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8
Q

A ______ is a configuration of an organization’s resources designed to offer value for a
consumer

A

Product

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9
Q

_______________ is technology that digitizes something or processes digital data

A

Digital Technology

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10
Q

Digital technology includes ___ and ___

A

IT, OT

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11
Q

Provides users with information

A

Information Technology

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12
Q

Detects or changes the state of physical devices

A

Operational Technology

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13
Q

Transformation involves ____ and ____

A

Costs and Risks

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14
Q

Transformation is appropriate when ____ is available

A

funding

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15
Q

Transformation is appropriate when there is a clear ____

A

ROI

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16
Q

Transformation is appropriate when it fits the organization’s ____ _____

A

Risk Appetite

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17
Q

Transformation is appropriate when it fits the organization’s ___________

A

Culture

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18
Q

What are the 5 objectives associated with digital products?

A 
Valuable Investments
Fast Development
Resilient operations
Co-created value
Assured conformance
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19
Q

What is Nature, speed and dynamics of change?

A

Volatility

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20
Q

What is the lack of predictability, prospects of surprise?

A

Uncertainty

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21
Q

What is Many forces, confounding issues, no cause/effect chain?

A

Complexity

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22
Q

What is Haziness of reality, easy to misread, mixed meanings?

A

Ambiguity

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23
Q

What are the 5 steps of a digital product lifecyle

A 
Explore
Onboard
Co-create
Offboard
Retired
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24
Q

What behavior of high velocity IT does this describe?

Favor experimentation and don’t be afraid to fail safely

A

Deal with uncertainty

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25
Q

What behavior of high velocity IT does this describe?

▪ Respect professional skills and trust people to make decisions
▪ Be considerate to fellow human beings
▪ Provide honest, but considerate, feedback
▪ Share knowledge

A

Trust and be trusted

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26
Q

What behavior of high velocity IT does this describe?

▪ Often a step change, maybe even a leap of faith
▪ Achieve higher velocity AND improve quality
▪ Involves time and effort
▪ May be seen as too risky, depending on organization culture

A

Commit to higher performance

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27
Q

What behavior of high velocity IT does this describe?

▪ Help somebody solve their problems and become what they want to
▪ Recognizes how customers feel

A

Help get customers’ jobs done

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28
Q

What behavior of high velocity IT does this describe?

▪ The root cause of everything is ignorance
▪ Data driven experiments challenge and improve hypotheses
▪ Short feedback loops are key to learning

A

Improve by being inquisitive

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29
Q

____ is a system of principles which defines what is good for individuals and society

A

Ethics

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30
Q

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

A

Safety culture

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31
Q

______ is characterized as a work environment where trust, respect, curiosity, inquiry,
playfulness and intensity all co-exist to support learning and discovery

A

Lean Culture

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32
Q

Which key ingredient to a lean culture is:

Assured reliance on the character, ability, strength, or truth of someone or
something (team, work process, etc.)

A

Trust

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33
Q

Which key ingredient to a lean culture is:

Giving particular attention, consideration, special regard and esteem to another

A

Respect

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34
Q

Which key ingredient to a lean culture is:

Relentless desire to know how and why things work, what makes things work
better, and what better looks like

A

Curiosity

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35
Q

Which key ingredient to a lean culture is:

Systematic search for the facts about the nature of things: their origins, their
causes, their interdependencies, their lifecycles, their nature

A

Inquiry

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36
Q

Which key ingredient to a lean culture is:

Fresh fun way of viewing ideas and their relationship to other ideas while
simultaneously maintaining serious focus and whimsical silliness

A

Palyfullness

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37
Q

Which key ingredient to a lean culture is:

Deep focus on the topic at hand and the persistence not to become distracted or
lose the path

A

Intensity

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38
Q

________ is a pattern for scientific thinking and routines for practice and coaching

A

Toyota Kata

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39
Q

What is the first step of Toyota Kata?

A

Get the direction or challenge (What are we trying to achieve)

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40
Q

What is the second step of Toyota Kata?

A

Grasp the current condition ( Where are we now?)

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41
Q

What is the third step of Toyota Kata?

A

Establish your next target condition

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42
Q

What is the forth step of Toyota Kata?

A

Experiments, obtacles

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43
Q

Which HVIT approach helps to improve throughput and reduce waste?

A

Lean

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44
Q

Which HVIT approach Adds close and iterative collaboration with users?

A

Agile

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45
Q

Which HVIT approach is achieved through DevSecOp,SRE?

A

Resilience

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46
Q

Which HVIT approach makes use of CI/CD techniques?

A

Continous

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47
Q

__________ is a mental model of economic exchange in which stakeholders co-create value by applying their competences and other resources.

A

Service-dominant logic

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48
Q

_________ refers to the cognitive and practical processes by which design concepts are
developed

A

Design Thinking

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49
Q

________ _______ is a systems thinking approach based on the recognition and understanding of the various levels of complexity inherent in systems and the context in which they operate

A

Complexity thinking

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50
Q

_______ is a sense-making framework to deal with complexity

A

Cynefin

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51
Q

_______ is a Complex adaptive systems that increase in capability, resilience, or robustness, as a result
of stress or failure

A

Antifragility

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52
Q

______ involve identifying and justifying digital investments that would contribute significantly to the business strategy

A

Valuable Investments

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53
Q

________ is necessary to co-create value while minimizing costs and risks that arise from
unfulfilled demand and from idle capacity

A

Prioritization

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54
Q

_______ prioritizes work by estimating the cost of delaying a new or improved service
offering

A

Cost of Delay

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55
Q

_______ prioritizes work by assessing each product and deciding which of the three investment strategies best applies to it

A

Buy/Hold/Sell

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56
Q

What prioritization method prioritizes everything from 1 to n

A

Stacked Rankings

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57
Q

What prioritization method prioritizes things based on the degree to which it will satisfy customers

A

Kano

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58
Q

Prioritization based on the Net Present Value of the investment’s cost

A

NPV

59
Q

Prioritization based on the Return on Investment of the investment’s cost

A

ROI

60
Q

Prioritization Techniques

Capability of the organization to successful deliver the results desired

A

Feasibility

61
Q

Prioritization Techniques

Consistency within organization’s strategic direction

A

Fit

62
Q

_____ is one that has just enough features to enable its early assessment and collection of feedback for future development

A

Minimum viable product (or service)

63
Q

____ _______ is responsible for the establishment and prioritization of requirements and communicating them to the development team

A

Product or service owner

64
Q

_______ is a time-limited experiment in which one group of users (control group) is provided with an old version of a product or service, while a second group (treatment group) receives the new product/feature

A

A/B Testing

65
Q

______ is the practice of ensuring that an organization has the right mix of programs, projects, products and services to execute its strategy within its funding and resource constraints

A

Portfolio management

66
Q

_______is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

A

Relationship management

67
Q

________ involves realizing new and improved digital products and services frequently, quickly, and reliably

A

Fast development

68
Q

________ enables faster provisioning of environments, contributing to faster development and more resilient operations

A

Infrastructure as Code (IaC)

69
Q

_______ is a key to IaC and means that a deployment command always configures the target environment to the specified state, regardless of what is was previously

A

Idempotence

70
Q

Which Fast Development technique is based on relatively small, independent components that enables work to be done in small, relatively independent, product- or service- based teams and platform-based teams

A

Loosely Coupled Information System Architecture

71
Q

______ is used to gradually create a new application around an old one slowly replacing old code with new code

A

Application Strangulation

72
Q

_____ is a variation of the service-oriented architecture in which an application is designed and developed as a set of small, loosely coupled services, each running in its own process and using lightweight mechanisms to communicate

A

Microservices

73
Q

_____ is the technique of packing software into standardized lightweight, stand-alone, executable units for development, shipment, and deployment

A

Containerization

74
Q

A _______ is a meeting held by a team at the end of an iteration (or ‘sprint’) or project to
discuss what went well, what could be improved, and how to benefit from the findings in the
future

A

retrospective

75
Q

_________ is a non-judgmental description and analysis of the circumstances and
events that preceded an incident

A

Blameless post-mortem

76
Q

What are these examples of?

o Infrastructure as code
o Loosely coupled information system architecture
o Reviews
o Continual business analysis
o Continuous integration/continuous delivery
o Continuous testing
o Kanban

A

Fast Development Techniques

77
Q

Which Fast Development technique does tools like Vagrant, Ansible, Puppet, and Docker support?

A

Infrastructure as Code

78
Q

Which fast development technique breaks down a system into parts that can be developed and managed relatively independently?

A

Loosely Coupled Information System Architecture

79
Q

______________ is the process of continually identifying business needs and determining solutions to business problems

A

Continual business analysis

80
Q

______ are developed and improved based on feedback reported by users or observed
indirectly

A

Products

81
Q

Which fast development techniques is being described?

o Contributes to fast development and more resilient operations because deployments are more reliable
o Central philosophy in Lean and Agile software development

A

CI/CD

82
Q

_______ is the integrating, building, and testing code within the software development environment

A

Continuous Integration

83
Q

_____ means that built software can be released to production at any time

A

Continuous Delivery

84
Q

________ allows changes to go through the pipeline and automatically get placed into the production environment, enabling multiple production deployments per day

A

Continuous Development

85
Q

____ ensures that testing is conducted throughout the entire software development lifecycle, not just the point of deployment

A

Continuous testing

86
Q

________ is a Lean method based on a highly visualized pull-based workflow that manages and
improves work across human systems by balancing demands with available capacity, and by
improving the handling of system-level bottlenecks

A

Kanban

87
Q

Which fast development technique are these principles of?

o Visualizing work
o Limiting work in progress
o Managing flow
o Making process policies explicit
o Implementing feedback loops
o Improving collaboration
o Evolving experimentally
A

Kanban

88
Q

_______ are a system of regular meetings that ensure effective communication.

A

Kanban Cadences

89
Q

_______ is the practice of providing an understanding of the different elements that form an organization and how the elements interrelate to enable the organization to effectively achieve its current and future objectives

A

Architecture Management

90
Q

Which practice provides principles, standards, and tools to enable the organization to manage complex
change in a structured and agile way?

A

Architecture Management

91
Q

Which practice ensures that:

o Organization’s architecture is understood and mapped to the organization’s strategy
o Target organization’s architecture is identified and agreed
o Organization’s architecture is continually optimized to achieve the target architecture

A

Architecture Management

92
Q

which 3 fast development technique does Architecture management contribute?

A

Infrastructure as Code
Loosely Coupled Information System Architecture
Continuous Testing

93
Q

_____________ is the practice of analyzing a part or the entirety of a business, define its needs, and recommend solutions to address these needs and/or solve a business
problem

A

Business analysis management

94
Q

which 2 fast development technique does Business Analysis Management contribute?

A

Loosely Coupled Information System Architecture

Continual Business Analysis

95
Q

_________ ________ is the practice of moving new or changed hardware, software,documentation, processes, or any other component to liveenvironments; it may also beinvolved in deploying components to other environments for test

A

Deployment Management

96
Q

which 5 fast development technique does Deployment Management contribute?

A 
Infrastructure as Code
Loosely Coupled Information System Architecture
Continuous Testing
Blameless Post-Mortems
CI/CD
97
Q

_______ ______ ___ _____ is the practice of ensuring that new or changed products and services meet defined requirements

A

Service Validation and Testing

98
Q

which 3 fast development technique does Service Validation and Testing contribute?

A

Infrastructure as Code
Continuous Testing
CI/CD

99
Q

_____ ______ __ _______ is the practice of ensuring that applications meet internal and external stakeholder needs, in terms of functionality, reliability, maintainability, compliance, and auditability

A

Software development and management

100
Q

What describes the agreed criteria for a proposed product or service, reflecting functional and non-
functional requirements

A

Definition of Done

101
Q

What practice contributes to the following fast development techniques?

Infrastructure as Code
Loosely Coupled Information System Architecture
Retrospectives
Continual Business Analysis
CI/CD
Kanban
A

Software Development and Management

102
Q

Which practice involves ensuring that digital products are available for use whenever needed?

A

Resilient Operations

103
Q

Which practice is measured by Availability, Performance and Security?

A

Resilient Operations

104
Q

Which type of techniques are the following?

o Technical debt
o Chaos engineering
o Definition of done
o Version control
o AIOps
o ChatOps
o Site reliability engineering
A

Resilient Operations Techniques

105
Q

___________ is the total rework backlog accumulated by choosing workarounds instead of
system solutions that would take longer

A

Technical debt

106
Q

______ ________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

107
Q

Which resilient operation technique relies on four basic steps to address uncertainty of distributed systems?

▪ Define the steady state (normal behavior)
▪ Hypothesize that this steady state will continue
▪ Introduce variables that reflect real-world events
▪ Try to disprove the hypothesis

A

Chaos Engineering

108
Q

_____ ______ is a tool that tests the resilience of IT systems by intentionally disabling components in production to test how remaining systems respond to the outage.

A

Chaos Monkey

109
Q

_____ ______ is the administrative management of sources and artifacts of information systems, products, and services

A

Version control

110
Q

______ is the application of machine learning and big data to IT operations to receive continuous insights which provide continuous fixes and improvements via automation

A

AIOps

111
Q

______ is a model in which people, tools, process, and automation are connected in a transparent flow

A

ChatOps

112
Q

___ _______ _______ is a discipline that incorporates aspects of software engineering and applies them to infrastructure and operations problems with the goal of creating ultra-scalable and highly reliable software systems

A

Site Reliability Engineering

113
Q

What is defined as work that is:

▪ Manual - Requires hands-on time from humans
▪ Repetitive - Being done over and over again
▪ Automatable - Could be achieved by a machine, it doesn’t require human
judgement
▪ Tactical - It is interrupt-driven and reactive, rather than strategy-driven and
proactive
▪ Devoid of enduring value - Does not permanently improve the service
▪ Linearly scaling - Scales in proportion to the service size, traffic volume, or
user count

A

Toil

114
Q

____ ______ is a control mechanism that allocates appropriate capacity to development work
for stability, ensuring the right balance

A

Error Budget

115
Q

_______ ________ is the practice of ensuring that services deliver the agreed levels of availability to meet the needs of customers and users

A

Availability Management

116
Q 
\_\_\_\_\_\_\_\_\_\_\_\_ is the ability of an IT service or other configuration item to perform its agreed
function when required
A

Availability

117
Q

_______ ___ _______ _______ is the practice of ensuring that services achieve the
agreed and expected levels of performance and satisfy current and future demand in a cost effective
way

A

Capacity and performance management

118
Q

________ ___ _____ _________ is the practice of systematically observing services and
service components, and record and report selected changes of state identified as events.

A

Monitoring and event management

119
Q

_______ _________ is the practice of reducing the likelihood and impact of incidents by
identifying actual and potential causes of incidents and managing workarounds and known
errors

A

Problem management

120
Q

_______ ________ ________ is the practice of ensuring that the availability and performance of a service are maintained at sufficient levels in case of a disaster

A

Service continuity management

121
Q

__________ ____ ______ ________ is the practice of overseeing oversee the infrastructure and platforms used by an organization

A

Infrastructure and platform management

122
Q

_______ ________ refers to the fact that service consumers value a service that is based on a
combination of the technical output of the service and how it is perceived from a human
perspective

A

Service Experience

123
Q

_________ _________ is the practice of establishing and nurturing links between an
organization and its stakeholders at strategic and tactical levels

A

Relationship management

124
Q

_______ ________ is the practice of designing design products and services that are fit for purpose
and use, and that can be delivered by the organization and its ecosystem

A

Service design

125
Q

_______ ________ involves ensuring that service provision and service consumption comply with corporate and regulatory directives with respect to governance, risk, and compliance

A

Assured conformance

126
Q

_____ ______ is the application of digital technology for detecting or causing changes in physical devices through monitoring and/or control

A

OT Systems

127
Q

__ _______ uses digitized data as an internal means to a physical goal

A

OT Systems

128
Q

Which practice focuses on structuring interactions with stakeholders, establishing customer priorities for new or changed products and services, coordinating customer requirements and feedback, addressing complaints, and mediating conflicting requirements?

A

Relationship Management

129
Q

Which practice focuses on articulating customer experience and user experience needs beyond a basic experience.

A

Service Design

130
Q

Which practice includes infrastructure components, configuration settings, and virtual and physical infrastructure components that can be formally stored and managed using a version controlled repository. This helps to maintain proper version control of the infrastructure and platform in order to increase resiliency.

A

The infrastructure and platform management practice

131
Q

The availability management practice is relevant to the technique of site reliability engineering by using _____ ______ to balance service reliability and innovation.

A

Error Budgets

132
Q

Which practice is useful in automating IT processes to improve resilience and reduce toil

A

The problem management practice

133
Q

Which practice helps us to decide the approach to take to developing software quickly and reliably.

A

Software development and management

134
Q

Which practice is responsible for the detailed design, building, running, and management of loosely coupled software components.

A

Software development and management

135
Q

Which behavior pattern focuses on never being satisfied with the status quo, with the viewpoint that even if things are satisfactory today, they will not be tomorrow

A

Continually raise the bar

136
Q

The purpose of the ______ _____ ______ practice is to set clear business-based targets for service levels and to ensure that the delivery of services is properly assessed, monitored, and managed against these targets.

A

Service Level Management

137
Q

_____ ______ ________ promotes a good understanding of the psychographics of the service consumer and the emotional effect of service interactions on the consumer

A

Service Level Management

138
Q

Which practice includes the identification, analysis, and management of information security risks to mitigate information security risks. This mitigation helps to prevent, detect, or correct information security issues.

A

Information security management

139
Q

Which type of tools can automate much of the day-to-day management of infrastructure and platform resources

A

AIOps

140
Q

Which TWO of the service value chain activities are MOST closely related to the high velocity IT objective of fast development?

A

Obtain and Build and design and transition

141
Q

Which practice includes verifying structural decisions and comparing solutions that would enable a way of managing and provisioning IT infrastructures and platforms more rapidly?

A

Architecture Management

142
Q

Which practice ensures that a definition of done checklist considers capacity requirements, demand forecasting, and performance for managing business and customer expectations?

A

Capacity and Performance Management

143
Q

Which practice is relevant to the technique of site reliability engineering by using error budgets to balance service reliability and innovation?

A

Availability Management

144
Q

Which practice is responsible for ensuring that services are fit for purpose and fit for use throughout their lifecycle?

A

Service Design

ITIL ⭐️⭐️ Specialist HVIT (2 decks)

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