Question # 1

WHY WOULD YOU USE CHANGE MANAGEMENT?

We use Change Management to standardize our methods and procedures for

dealing with changes and thereby reducing risk and disruption. We record all
changes to assets or confirmation items in the Configuration Management System.
This allows us to define and agree on those changes and ensure that only people
who have the appropriate authority can make changes.

Question # 2

Explain Change Management.

Change management process manages change seeking business benefit. Make

smooth change in IT services as per business requirement. CMS ensure that
changes are evaluated and authorized, prioritized, planned, tested, implemented,
documented, reviewed and recorded in control manner.

Question # 3

WHAT ARE THE STEPS YOU WOULD FOLLOW WHEN A CHANGE REQUEST COMES IN?

Record it

Evaluate it

Prioritize it

Plan it

Test it

Finally, implement it.

Question # 4

WHO DECIDES THE CATEGORIZATION OF A PROPOSED CHANGE WITHIN AN ITIL

COMPLIANT CHANGE MANAGEMENT PROCESS?

It is the task of Change Manager, A Change Manager will plays a key role in ensuring
that the projects (change initiatives) meet their objectives within timelines and said
budgets by increasing employee adoption and usage. This person will focus on the
peoples side of change, including changes to business processes, systems and
technology, job roles and organization structures.

Question # 5
AFTER A CHANGE HAS BEEN IMPLEMENTED, AN EVALUATION IS PERFORMED. WHAT
IS THIS EVALUATION CALLED?

It is known as Post Implementation Review (PIR) PIR is an assessment and review of

the complete working solution. It will be performed after a period of live running,
sometimes after the project is completed. The Post Implementation Review is used
to evaluate the effectiveness of system development after the system has been in
production for a specific period (usually 6 months). It is a freeform report, and not
all sections are relevant or necessary to the final product. A description of the Post
Implementation Review Report is always attached.

Question # 6

WHAT ITIL PROCESS ENSURES THAT THE ORGANIZATION IS AWARE OF NEW AND
CHANGING TECHNOLOGY?

Capacity Management is responsible for ensuring that the organization is aware of

new and changing technology. It is the discipline that checks and verifies that IT
infrastructure is provided at the right time in the right volume at a right price with
utmost efficiency. This involves input from many areas of the business to identify
what services are (or will be) required, what IT infrastructure is required to support
these services, what level of Contingency will be needed, and what will be the cost
of this infrastructure.

Question # 7

Explain Service Transition.

Plan manages service changes and deploys service release in production.

Enable the change in business process.

Reduce the known error and minimize the risk

Coordinate the resources

Service transition planning and support activates.

Question # 8

Explain Strategic/Tactical/Operational level changes.

Strategic level change: Manage by the business. These charges are due to change is
business stratergy.

Tactical changes: Change in the business process .manage by middle management .

Operational changes: These changes are due to operational level changes in
process .manage by operation staff.

Question # 9

Types of changes Proactive/ Reactive

Proactive change: Changes done for business benefits. Improve service and improve
cost efficiency

Reactive change: Change to resolve the error.

Question # 10

Types of testing.

Accessibility testing.

Usability testing.

Process and procedure testing.

Volume stress load and scalability testing.

Compatibility testing.

Question # 11

Knowledge management.

Store quality, reliable information.

Secure information.

Question # 12

Different knowledge management system .

CMIS Capacity Management information system.

AMIS Availability management .

KEDB Known error database.

CMDB Configuration management database.

DML Definitive media library

SKMS service knowledge management system

Question # 13
Describe a time when there was a fundamental change in the way things were done
in your workplace. What was your response towards it?

Answer: Applicant should be courageous in facing any sort of change, view things in
an unbiased manner, and have the interests of the company in mind.

Question # 14

During your career, you must have experienced some difficult times. If so, how did
you maintain a positive attitude?

Answer: Applicants answer should indicate that they are a positive thinker and that
they know how, and the skills, to handle tough situations.

Question # 15

Tell me about a time when you experienced a major change to your normal work
practices. How did you handle it?

Answer: Applicant should handle change and ambiguity with ease. They should not
oppose change out of habit or fear and they should understand that change is often
a good thing.

Question # 16

Describe how you felt when there were some recent changes at work?

Answer: Job seeker should be optimistic and easily takes things as they come

Question # 17

Tell me about a time when you were very much opposed to a change that affected
your work practices. How did you get through it?

Answer: Job seeker should try to view things in an unbiased manner, have the
strength of character to voice their concerns if he /she think a new practice will
have a negative effect on overall efficiency, and articulate their position with well-
reasoned arguments.

Question # 18

Describe a time when you wanted some change in the working style of the team,
but others were reluctant to do so. How did you go about it?

Answer: Applicant should have the communication and persuasion skills necessary
to convince others. They should be able to articulate and justify his/her point to
prove that the change suggested is for the benefit of the business as a whole.