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ITIL 4 Managing Professional Certification Course: High Velocity IT (HVIT) - HVIT Approaches

Characteristic Benefits
Lean Helps to improve throughput and reduce waste. HVIT environments benefit from approaches with Lean characteristics due to the pressure on time to market and time to customer
Agile Adds close and iterative collaboration with users. Approaches with Agile characteristics are important for HVIT environments because digital products and services have to be developed in response to changeable market demands
Resilient Maintains workable availability and performance. The systems that support HVIT environments are complex and therefore error‐prone. Approaches with resilient characteristics minimize the effect of incidents by degrading systems gradually and restoring service quickly
Continuous Ensures fast and reliable deployment. Approaches with continuous characteristics extend the Lean focus on throughput by standardizing and automating processes for integrating, building, testing and shipping code, enabling digital products and services to be available when required

1. Lean

Break large pieces of work down into smaller items:

  • Short lead time is best predictor of quality, customer satisfaction and employee happiness
  • Small batch size of work is the best predictor of short lead time

Reducing work‐in‐progress (WIP) improves throughput:

  • Don’t use resources to maximum capacity, allow some slack
  • Pull work when ready, don’t push work into queues
  • Kanban boards help to support this way of working

Theory of Constraints helps to improve throughput: identify the weakest link, reduce load on it, organize around it

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2. Agile

Working software is delivered in frequent increments

Information (feedback) is gathered quickly

Decisions are delayed as long as possible

Software is developed by small, self‐organizing, trusted teams

Management facilitates, not controls, multi‐skilled staff

Definition of done: users have achieved the desired outcome from their investment in software

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3. Resilient

Example techniques:

  • Site reliability engineering (SRE)
    • Applies software development mindset to IT operations
    • Execute IT ops tasks AND developing software to increase resilience and performance
  • DevOps (DevSecOps) moves security from policing to daily work (proactive monitoring improves mean time to restore service)
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4. Continuous

Small, frequent, batches of work can deliver value earlier and are safer

Example techniques:

  • Continuous integration (CI):
    • Push new software into shared deployment pipeline frequently
    • Validated through automated testing, merged automatically
  • Continuous delivery (CD) is frequent deployment into production:
    • Continuous deployment automates continuous delivery

All these techniques need great collaboration and automation

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5. Service-dominant logic

Key message: service-dominant logic is a mental model of economic exchange in which stakeholders cocreate value by applying their competences and other resources

Service-dominant logic:

  • Services involve doing something for and with another party
  • Value creation is collaborative, value is always co-created

Goods-dominant logic: service provider delivers value to the customer by transferring ownership of goods

Service provider involves consumers in the delivery process

Service interactions are consumer-focused

Consumer gets value when they integrate and apply provider resources

Each consumer determines value based on their specific needs and experience at the time

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Go back to ITIL 4 Managing Professional Certification Course: High Velocity IT (HVIT) to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.

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