Here are ITIL Interview Questions for fresher as well as experienced candidates to

get their dream job.

1) What is ITIL?

ITIL stands for Information Technology Infrastructure Library is a set of

guidelines that helps Software professionals deliver the best IT services. These
guidelines are best practices that are gathered, observed, and put together over time
to provide quality IT services.

2) What is the difference between ITIL and COBIT?

The difference between ITIL and COBIT is:

ITIL COBIT

ITIL is used for Information Technology COBIT is used for the integration of
Service Management. information and technology

It enables to implement guideline of business It enables us to derive guidelines for business

operations.

It has features like: It has features like:

 Service strategies  Control objectives

 Design, transitions  Management guidelines
 Operation implementations  Maturity models

3) Why ITIL is required?

Here, are reasons why ITIL is needed:

 Improve project delivery success.

 Manage constant business and IT change.
 Offer maximum value to customers.
 Enhance resources and capabilities.
 Provide services that are useful and reliable.
 Plan processes with specific goals in mind.
 Clearly defines roles for each task.
  Deliver value for customers through services
 Integrate business and service strategies.
 Improve the relationship with customers.
 Service management best practices.
 Better management of services and integration.
 Business services IT Functions.

4) Mention the objectives of Incident management?

The objectives of the incident management process are:

 Incident management ensures that regulated methods are used for the
efficient response, reporting of incidents, analysis, ongoing management,
and documentation.
 Progress communication of incident management to IT staff.
 Align incident management activities and priorities properly.
 Manage the satisfaction of users with quality IT service.

5) What are the advantages of ITIL?

The advantages of ITIL are:

 Increase customer satisfaction

 Helps to create a clear structure of an organization
 Improve service availability
 Financial management
 Allows to improve the decision-making process
 Helps to control infrastructure services

6) Define Service Level Agreement

A Service Level Agreement is a commitment between a service provider and the

end-user. It represents the level of service, which is assumed by this service
provider.

7) What the important features of ITIL?

The important features of ITIL are:

 One language/terminology.
 Related process and tasks (roles).
 Focus on IT. However, it is just not only suitable for IT.
 ITIL is a means to deliver consistent quality.
 Existing activities and how to optimize them.

8) Explain various service providers that are part of the ITIL process

Various service providers that are part of ITIL process:

 Internal service provider: ISP is a dedicated resource of a business unit

and can manage the internal organization.
 External service provider: ESP provides IT services to external customers.
It is not limited to any market, individual, or business.
 Shared services Unit: SSU is an autonomous unit that acts as an extension
of ISPs.

9) Explain event management in ITIL

Event management is used to ensure configuration items and services are

continually observed. It can also be used to filter and categorize events to know
specific actions.

10) Mention the basic difference between change requests and a service
request?

A change request is a proposal to make changes in a particular system or product.

While a service request is submitted by the user and is a request for IT service
access and changing of standard.

11) What are the three levels of SLA?

The three levels of SLA are:

 Customer service level agreement: It exists between the service provider

and customers.
 Internal service level agreement: It is an agreement between IT and
internal customers.
 Vendor service level agreement: It is the agreement between the developer
and the vendor.

12) What is the primary difference between a process and a project?

The primary difference between process and project is that a project has a finite
lifespan while a process is continuous and having no deadline.

13) List the different Knowledge Management Systems

Different Knowledge Management Systems are:

 DML (Definitive Media Library)

 CMDB (Configuration Management Database)
 CMIS (Capacity Management Information System)
 AMIS (Availability Management Information System)
 KEDB (Known Error Database)
 SKMS (Service Knowledge Management System)

14) Mention the goals of problem management in ITIL

The goals of problem management in ITIL is to:

 Identify recurring incidents.

 Recognize the main cause of these occurrences.
 Prevent incidents from reoccurring.

15) Explain the responsibilities of Service Desk

Responsibilities of an ITIL Service Desk are:

 To log, categorize, and prioritize the incidents.

 Resolve the incident.
 To examine the incidents.
 Make the Incident management report.

16) Differentiate between customers and end-users

A customer is an entity having the capability to choose a product from the

suppliers while the end-user is a direct recipient of service or product.

17) Differentiate between service request and incident

A service request is a request which is processed by a user. The incident is an

unplanned reduction in the quality of an IT service.

18) What is a CAB?

CAB (Change Advisory Board) is a group of people who are involved in the
change management process. They are mainly deal with authorization,
prioritization, assessment, and scheduling of the changes.

19) Define Freeze period in ITIL

The freeze period in ITIL is a particular time period in the development, after
which severity and strictness and are observed. It requires rules for making
changes to the source code.

20) List the workaround recovery options.

Recovery options are commonly classified as:

 Manual workaround
 Reciprocal arrangements
 Gradual recovery
 Intermediate recovery
 Fast recovery
 Immediate recovery

21) Explain the 4 P's needed for the Service Management in ITIL

4 P's needed for the Service Management in ITIL are:

 People: People in the IT field perform processes which are associated with

ITIL Service Management.
 Processes: It includes an examination of the company's ability to implement
the required processes.
 Products: products are referred to as tools used by IT staff to implement the
processes of ITIL.
 Partners: Each and every in-house or outsourced and IT organization, has
partners that enable service to work properly.

22) What is the RACI model?

RACI defines as:

 Responsible: Responsibilities which are assigned to a person in order to

complete a particular task.
 Accountable: The person is accountable for the specific task.
 Consulted: Groups or people consulted for the task.
 Informed: People who are kept informed about the current process of the
task.
23) Explain CSI in ITIL

CSI or Continues Service Improvement is the final stage in the Lifecycle of ITIL.
During this stage, services within the IT service provider are reviewed to identify
the areas for improvement.

24) What are the important ITIL stages?

Important ITIL stages are:

Stages of ITIL

Service Strategy:

Service Strategy Operations ensure that services such as fulfilling user requests,
working on service failures, fixing problems, and carrying out routine operational
tasks efficiently and effectively.
Service Design:

This stage ensures agreed service is delivered when, where, and at the defined cost.

Service Transitions: The goal of the Service Transition process is to build and

deploy IT services. It also makes sure that changes to services and Service
Management processes are conducted in a coordinated way.

Service Operations: This ITIL stage focuses on meeting end-users' expectations

while balancing costs and discovering any potential problems.

Continual Service Improvement: It makes sure that IT services can recover and
continue from a service incident. It helps to conduct business simper analysis to
prioritize business recovery.

25) What is the main difference between an incident and a problem?

An incident can be defined as an event that leads to disruptions in IT service, and a

problem is the underlying reason of these incidents.

26) Define Post Implementation Review (PIR)

Post Implementation Review is the evaluation and examination of the working

process as well as a solution. It is generally performed after the change request is
put into effect to ensure that the implemented changes were successful or not.

27) What is the Operational Level Agreement?

Operational Level Agreement or OLA is a contract. It emphasizes the various IT

groups in a company and how they design services to support SLA.

28) Define configuration baseline

The configuration baseline in ITIL is a baseline that is used for a configuration

purpose. It is managed by the change management process.

29) Mention layers of service management measurements.

Layers of service management measurements are:

 Progress: It responsible for handling the progress of the existing service

operations.
 Compliance: It is mainly concern with the compliance of market standards
and the trending industry process.
 Effectiveness: This measurement helps to maintain the effectiveness of the
services.
  Efficiency: It helps with the efficiency of workflow and service
maintenance.

30) Why Service Transition is used?

Service Transition is used to:

 Make sure that a particular service can be managed, operated as well as

supported.
 Give quality knowledge of Change, Release, and Deployment.
 Plan and manage the resource and capacity and requirements to accomplish
a release.

31) Mention 7 steps involved in continual service improvement

Seven steps involved in continual service improvement are:

 Find the approach for improvement

 know what should be measured
 Collect the necessary data
 Data processing
 Analyze both information and data
 Proper utilization of information
 Implement the needed improvements

32) Mention the applications of ITIL

The important areas where ITIL plays an effective are:

 IT and strategic business planning

 Implementing continuous improvement
 Obtaining and retaining the right resources and skillsets
 Reducing total cost and overall cost of ownership
 Demonstrating the business value to IT
 Helps you to measure IT organization effectiveness and efficiency

33) List some popular web-based service desk tools

Popular web-based service desk tools are:

 CA service desk
 Bugzilla
 Oracle Service Cloud
 SolarWinds Web Help Desk
  ServiceNow
 BMC
 Spiceworks Help Desk/Cloud Help Desk
 Tivoli
 C-Desk
 OTRS Free

34) Explain Return on Investment

ROI is an investment of resources taking advantage to the investor. It can be

calculated as Return on investment (%) = Net profit / Investment x 100.

35) Define change management

Change management is a group of people who find and approve changes to the
software. It enables to review the important changes that will take place in the
future. Modifications needs and approval by ensuring they do not have any
negative impact on the system.

36) Define the concept of IT policy

An IT policy is the management of communication and storage work. For example,

One IT policy can be referred to as email attachment size.

37) Define Service Reporting

Service Reporting is the process of producing and delivering reports of trends and
achievements against Service Levels.

38) Explain the term Service Assets and Configuration Management

Service Assets and Configuration Management (SACM) mainly deals with

maintaining and verifying assets database, which are also made available to other
processes.

39) Differentiate between service and product

The difference between service and product is:

Services Products

Services are both produced as well as Products cannot be produced or consumed at

consumed at the same time. the same time.
 Services are inconsistent. Products are consistent.

The user can participate in the production of The user cannot participate in product
services. production.

They are not tangible. They are tangible.

40) Mention processes involve in Service Design

Processes involved in service design are:

 Design coordination
 Service level management
 Service catalogue management
 Availability management
 Capacity management
 Information security management
 IT Service continuity management
 Supplier management

41) What is the responsibility of the process owner?

The process owner is responsible for the design, performance, integration,

improvement, and management of a particular process.

42) Explain five qualities of information assets in IT security management?

Five qualities of information assets in IT security management are:

 Confidentiality: It ensures that the asset is available only to a particular

party.
 Integrity: It ensures that an unauthorized party has not changed asset
 Availability: It makes sure that the asset may be utilized when needed
 Authenticity: Ensures that the identities of the party is genuine.
 Nonrepudiation: It ensures that transactions, once completed, must not be
reversed without approval.

43) What is the significant difference between ITIL v2 and ITIL v3?

The significant difference between ITIL v2. Vs. ITIL v3 is:

 ITIL v2 ITIL v3

It focuses on the product, process, and It focuses on a product, process, people, and
people. partners.

The version provides a process-oriented The version provides Lifecycle based

approach. approach.

In v2 of ITIL, security management is part of In v3, security management is a completely

the evaluation. separate process.

Focuses on service design and strategy. Equal attention to all processes.

Have 10 processes and 2 functions. Have 26 processes and 4 functions.

44) Define SLR

Service Level Requirements or SLR is a document having the requirements for a

service from the client viewpoint to define a target.

45) What is capacity management?

Capacity Management is focused on ensuring that at all times, the cost-effective

capacity exists that meets the business demands mention in SLA.

46) What is IT Service Continuity Management?

ITSCM process ensures that the service provider provides the minimum agreed-
upon levels of service.

It uses techniques like Business Impact Analysis (BIA) and Management of Risk
(MOR).

47) Why evaluation process is important?

The evaluation process is important because it assists you in assessing significant

changes, like the introduction of a new service to an existing service.

48) What is the difference between Utility and Warranty?

 Utility Warranty

The utility is defined as functionality offered Warranty is defined as a promise that service
by service or product from the customer or product will agree with the need.
perspective.

The utility deals with is what the client gets. Warranty deals with how service is
delivered.

The utility should meet the customer Warranty should operate the service
requirement, that is, it should fit for the properly.
intention.

Utility can increases the performance Warranty can reduce performance variation.
average.

49) What is alert in event management process management?

An alert indicates that a failure has occurred. Alerts are created and managed by
system management tools. The event management process manages the alerts.

50) Explain various types of services

Different types of services are:

 Core Service: Core service provides the basic results needed by the

customers and like to invest.
 Enabling Service: Enabling service is needed to deliver core IT service. It
serves the basic factors that enable the client to receive the core service. This
service might not be seen by the clients.
 Enhancing Service: Enhancing services deals with those services which are
added to core service to make more appealing to the clients. This service
encourages customers to use core services frequently.

51) What are the resources?

Resources can be defined as a tangible assets of an organization. They can be

purchased in order to deliver service. Resources include the people, applications,
and IT infrastructure.
52) What are the capabilities?

Capabilities defined as an ability for coordinating, controlling, and deploying

resources to create services. They can be driven by experience and are depending
on the information.

53) Explain Core Services in detail

Core services give the basic results needed by the customer. These services signify
the value that a customer requires.