Professional Documents
Culture Documents
Top 53 ITIL Interview Questions
Top 53 ITIL Interview Questions
Top 53 ITIL Interview Questions
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.
ITIL COBIT
ITIL is used for Information Technology COBIT is used for the integration of information
Service Management. and technology
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.
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.
8) Explain various service providers that are part of the 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.
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?
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.
The primary difference between process and project is that a project has a finite lifespan while a
process is continuous and having no deadline.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
The configuration baseline in ITIL is a baseline that is used for a configuration purpose. It is
managed by the change management process.
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.
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.
CA service desk
Bugzilla
Oracle Service Cloud
SolarWinds Web Help Desk
ServiceNow
BMC
Spiceworks Help Desk/Cloud Help Desk
Tivoli
C-Desk
OTRS Free
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.
An IT policy is the management of communication and storage work. For example, One IT
policy can be referred to as email attachment size.
Service Reporting is the process of producing and delivering reports of trends and achievements
against Service Levels.
Service Assets and Configuration Management (SACM) mainly deals with maintaining and
verifying assets database, which are also made available to other processes.
Services Products
Services are both produced as well as consumed Products cannot be produced or consumed at
at the same time. the same time.
The user can participate in the production of The user cannot participate in product
services. production.
The process owner is responsible for the design, performance, integration, improvement, and
management of a particular process.
43) What is the significant difference between ITIL v2 and ITIL v3?
ITIL v2 ITIL v3
It focuses on the product, process, and people. It focuses on a product, process, people, and partners.
The version provides a process-oriented approach. The version provides Lifecycle based approach.
In v2 of ITIL, security management is part of the In v3, security management is a completely separate
evaluation. process.
Service Level Requirements or SLR is a document having the requirements for a service from
the client viewpoint to define a target.
Capacity Management is focused on ensuring that at all times, the cost-effective capacity exists
that meets the business demands mention in SLA.
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).
The evaluation process is important because it assists you in assessing significant changes, like
the introduction of a new service to an existing service.
Utility Warranty
The utility is defined as functionality offered by Warranty is defined as a promise that service or
service or product from the customer perspective. product will agree with the need.
The utility deals with is what the client gets. Warranty deals with how service is delivered.
The utility should meet the customer requirement, Warranty should operate the service properly.
that is, it should fit for the intention.
Utility can increases the performance average. Warranty can reduce performance variation.
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.
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.
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.
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.
Core services give the basic results needed by the customer. These services signify the value that
a customer requires.