Module 00: Introduction
Module 01: HVIT Terms
- Terms Used in HVIT
- When is Transformation Desirable & Feasible
- Service Interactions & Band of Visibility
Module 02: HVIT Objectives
- Valuable Investments
- Fast Development
- Resilient Operations
- Co-Created Value
- Assured Conformance
Module 03: HVIT & The Four Dimensions
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- PESTLE & VUCA
Module 04: HVIT & the SVS/SVC
- Service Value System Enables HVIT
- Value Chain Activities & DevOps
- Service Consumer
- Value Streams in HVIT Organizations
Module 05: HVIT & Digital Product Lifecycle
- Service Provider and Service Consumer
- Consumer Perspective of Digital Product Lifecycle
- Digital Product Lifecycle and Band of Visibility
- Stages of the Digital Product Lifecycle
Module 06: HVIT Principles, Models and Objectives
- Key Behavior Patterns
- Models that Influence Organizational Culture
- Models and Concepts and Related Key Behavior Patterns
Module 07: Purpose Models
- Establishing Ethical Principles
- Ethics and AI
- Design Thinking
- Empathize with Stakeholder
- Focus on What the Customer Does and Needs
Module 08: People Models
- Safety Culture
- Feel Trusted and Valued
- Care and Concern for the Workforce
- Foster Feedback and Act on It
Module 09: Progress Models
- Working in Complex Environments
- Systems Thinking
- Complex Thinking
- Cynefin Framework
- Minimum Viable Product
Module 10: Progress Models Part 2
- HVIT Needs to be Based on Lean Culture
- Keys to Lean Culture
- Continual Improvement Model
- Toyota Kata
Module 11: Key Characteristics of HVIT
- HVIT Applied to SVC
- Lean Principles
- Agile Principles
- Resilient
- Continuous Integration & Continuous Delivery
- Service-Dominant Logic
Module 12: Ensuring Valuable Investment
- Techniques for Valuable Investment
- Prioritization Techniques
- Minimum Viable Products and Services
- Product and Service Ownership
- A/B Testing
Exercise: Ensuring Valuable Investment
Module 13: Portfolio Management Practice
- Purpose
- Types of Portfolios
- How Portfolios Enable ROI
- Practice Success Factors (PSF)
Module 14: Relationship Management Practice
- Purpose of Relationship Management Practice
- PSF: Effective & Healthy Relationships – within the Organization
- PSF: Effective & Healthy Relationships – Organization & External Stakeholders
Exercise: Valuable Investment Practices
Module 15: Ensuring Fast Development
- Infrastructure as Code (Iac)
- Loosely Coupled Information System Architecture
- Retrospective Reviews
- Blameless Post-Mortem Review
- Continual Business Analysis
Module 16: Continuous Integration/Delivery/Deployment
- CI/CD
- Continuous Testing & Types of Tests
- Testing Principles
- Kanban
Exercise: Ensuring Fast Development
Module 17: Architecture Management Practice
- Purpose of Architecture Management Practice
- Practice Activities
- Practice Success Factors
Module 18: Business Analysis Practice
- Purpose
- Approach to business analysis
- Practice Success Factors (PSF)
Module 19: Deployment Management Practice
- Purpose
- Key Definitions for Deployment Management
- Deployment Models
- Practice Success Factors
- Activities and Outputs of Deployment Management
Module 20: Service Validation & Testing Practice
- Purpose & Benefits
- Keys to Service Validation
- Service Acceptance Criteria (SAC)
- Keys to Testing
- Practice Success Factors (PSF)
Module 21: Software Development & Management Practice
- Purpose & Focus
- Terms & Concepts
- Practice Success Factors (PSF)
Exercise: Fast Development Practices
Module 22: Ensuring Resilient Operations Part 1
- Techniques for Resilient Operations
- Technical Debt
- Chaos Engineering
Module 23: Ensuring Resilient Operations Part 2
- Definition of Done & Ready
- Version Control
- AIOps
- ChatOps
- Site Reliability Engineering (SRE)
Exercise: Ensuring Resilient Operations
Module 24: Availability Management Practice
- Purpose of Availability Management Practice
- PSF: Identify Service Availability Requirements
- PSF: Measure, Assess, Report
- PSF: Treat Service Availability Risks
Module 25: Capacity & Performance Management Practice
- Purpose of Capacity & Performance Management Practice
- Scope of Capacity & Performance Management Practice
- PSF: Identifying Service Capacity and Performance Requirements
- PSF: Measure, Assess, Report
- PSF: Treat Service Capacity & Performance Risks
Module 26: Monitoring & Event Management Practice
- Purpose of Monitoring & Event Management Practice
- Key Terminology for Monitoring & Event Management
- PSF: Establish/Maintain Approaches, Models
- PSF: Ensure Timely, Relevant, Data is Available
- PSF: Ensure Events are Detected, Interpreted, Acted Upon
Module 27: Problem Management Practice
- Purpose of Problem Management
- Key Terminology for Problem Management
- Problem Identification & Control
- PSF: Identify & Understand Problems
- PSF: Optimize Problem Resolution/Mitigation
Module 28: Service Continuity Management Practice
- Purpose of SCM Practice
- PSF: Developing and Managing Service Continuity Plans
- PSF: Mitigate Service Continuity Risks
- PSF: Ensure Awareness and Readiness
- Types of Service Continuity Tests
Module 29: Infrastructure and Platform Management Practice
- Purpose of Infrastructure and Platform Management (IPM)
- PSF: Establishing Approach for Evolving Needs
- PSF: Ensure Solutions Meet Current & Anticipated Needs
Exercise: Resilient Operations Practices
Module 30: Ensuring Co-Created Value
- Techniques for Co-Created Value
- Service Experience
- Practices Related to Service Experience
Module 31: Service Design Practice
- How Service Design Practice Ensure Co-Created Value
- Benefits of Service Design
- Design Thinking
- PSF: Establish & Maintain an Effective Approach
- PSF: Ensure Services are Fit for Purpose & Fit for Use
Module 32: Service Desk Practice
- Purpose of the Service Desk
- Service Empathy
- PSF: Enabling Effective and Efficient Communications
- Multi-Channel vs. Omnichannel Communication
- PSF: Effective Integration of User Communications into Value Streams
Exercise: Co-Created Value Practices
Module 33: Ensuring Assured Conformance
- Techniques for Assured Conformance
- DevOps Audit Defense Toolkit
- DevSecOps
- Peer Review
Exercise: Ensuring Assured Conformance
Module 34: Information Security Management
- Purpose
- Practice Success Factors
- Develop/Manage Policies/Plans
- Mitigate Information Security Risks
- Exercise/Test Plans
- Embed Information Security Throughout the SVS
Module 35: Risk Management
- Purpose
- Practice Success Factors
- Establish Governance
- Nuture a Risk Management Culture
- Analyze and Evaluate Risks
- Treat, Monitor and Review Risks
Exercise: Assured Conformance Practices
Module 36: HVIT Summary
- HVIT Key Behaviors
- HVIT Objectives
- Keys to HVIT
- HVIT Learning Outcomes
- Exam Preparation
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