A transformation to high velocity IT is a change that involves adopting digital operating models and practices that enable organizations to deliver products and services faster, better, and cheaper. High velocity IT is not suitable for all organizations or all parts of an organization, as it depends on the context, culture, and objectives of each situation. Therefore, statements A and C are incorrect. High velocity IT is especially relevant for customer-facing systems, as they need to meet the changing needs and expectations of customers in a competitive and dynamic environment. Therefore, statement D is also incorrect. High performance is usually part of the change, as high velocity IT aims to improve the quality, value, and outcomes of the products and services delivered, as well as the efficiency, effectiveness, and agility of the processes and practices involved. Therefore, statement B is correct.  References :

ITIL 4 Specialist: High-velocity IT | Axelos

ITIL 4 High-velocity IT: the digital enterprise | Axelos

ITIL 4 High Velocity IT (HVIT) Book - EVERYONE - Skillsoft

ITIL® 4 Specialist: High Velocity IT - Good e-Learning

The correct answer is B. The service value chain because it is the core component of the ITIL 4 service management framework that describes how an organization orchestrates its IT capabilities to achieve its strategic objectives.  The service value chain is an operating model that covers all the key activities to flexibly manage products and services 1 .  It consists of six interconnected value chain activities: plan, improve, engage, design and transition, obtain/build, and deliver and support 2 .

Option A is not correct because the four dimensions of service management are not an operating model, but rather a holistic perspective that should be considered for the effective and efficient facilitation of value co-creation 2 .  The four dimensions are: organizations and people, information and technology, partners and suppliers, and value streams and processes 2 .

Option C is not correct because the ITIL guiding principles are not an operating model, but rather a set of recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure 2 .  The ITIL guiding principles are: focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate 2 .

Option D is not correct because continual improvement is not an operating model, but rather a recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations 2 .  Continual improvement is based on the continual improvement model, which consists of four steps: what is the vision, where are we now, where do we want to be, and how do we get there 2 .

Comprehensive Explanation:

A Configuration Item (CI) is defined as:

Any component that must be managed in order to deliver an IT service.

Thus, Option C fits the exact ITIL 4 definition.

Comprehensive Explanation:

Start where you are emphasizes:

Do not discard what you have until you understand it.

Assess the current state based on evidence, not assumptions.

Use source data and accurate observation.

Option D violates the principle because it suggests removing existing processes before evaluation, which ITIL specifically warns against.

Resilient operations is the high velocity IT objective that considers an organization’s ability to continue providing business services when disruptive events affect its digital products. Resilient operations ensure the availability, reliability, and performance of the digital products and services, as well as the ability to recover quickly from failures and incidents. Resilient operations also involve proactive practices such as technical debt management, chaos engineering, and site reliability engineering, which aim to improve the quality and resilience of the digital solutions.  References :

ITIL® 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 7: Ensuring resilient operations

ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 2: The digital product lifecycle

Comprehensive Explanation:

Problem management focuses on:

Identifying causes of incidents

Producing workarounds

Managing workarounds and known errors

Thus, the missing term is “workarounds”.

Comprehensive Explanation:

Service requests are:

Requests for something to be provided

Typically standard, pre-approved, low-risk

Examples include software installation, access requests, equipment provisioning

“Providing a virtual server for a development team” is a provisioning request — a type of standard service request, provided it follows an established request model.

Option A = incident.

Option B = change.

Option C = part of problem/error control.

Thus, Option D is correct.