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ITIL refers to a set of ITSM practices that helps in the alignment of IT services with business needs according to the current market trends. It consists of five service publications – Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Check out the top 15 ITIL Interview Questions along with their answers!
Information Technology Infrastructure Library is one kind of ITS practice mainly focused on IT services with the organization and other businesses and improving their services. ITIL refers to a set of ITSM practices that helps in the alignment of IT services with business needs according to the current market trends and it helps businesses to establish a competitive advantage. ITIL 4 Certification can help improve service customer and delivery satisfaction, reduce costs for the organization. This write-up will cover some of the most important ITIL interview questions and answer that will help your carrier.
Question 1: Describe the processes that constitute ITIL?
ITIL consists of five service publications. These are Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
Question 2: What are the processes utilized by the Service Desk?
Answer: Procedure and Workflow diagrams are the processes utilized by the Service Desk.
Question 3: What is SLA? What are the different types of SLA?
An SLA or a Service Level Agreement refers to the commitment between a service provider and the end-user.
Service Level Agreements are of three types:
- Internal Service Level Agreement which exists between you and an internal customer, which could refer to a department or another organization.
- Vendor Service Level Agreement which exists between you and the vendor.
- Customer Service Level Agreement which exists between you and the external customer
Question 4: What is the main goal of Problem Management in ITIL®?
Problem Management helps to execute the following functions that are Recognize and mitigate recurring incidents, Identify the root cause of these occurrences, and Prevention of the incident from reoccurring
Question 5: What are the objectives of IT Service Continuity Management and Configuration Management?
The objectives of IT Service Continuity Management are: Analyse the risks involved, test backing out situations, and finalize the back out arrangements
The objectives of IT Service Configuration Management are: Receive, collect, store, manage and verify data on IT assets and configurations.
Question 6: What is the difference between a project and a process?
Answer: A project usually has a fixed period whereas a process is continuous and does not have an end date.
Question 7: What is the objective of Change Management in ITIL®?
Answer: Change Management’s main objective is to manage change requests in an effective manner and with agility to minimize the risk and interruptions through establishing standardized procedures.
Question 8: What is Post Implementation Review (PIR)?
Answer: Post Implementation Review (PIR) refers to the evaluation and analysis of the entire working process and solution. It is usually performed after the change request is put into effect to determine if the change and its implementation were successful. ITIL 4 Foundation Certification training will help you in becoming a master of PIR.
Question 9: What is the difference between customers and end-users?
Answer: A customer is an entity who can choose from various products or suppliers whereas an end-user is the direct recipient of a product or service.
Question 10: What is the importance of an information security policy?
Information Security Policy protects the information and data of organizations from security risks and threats.
Question 11: What is the objective of a Balanced Scorecard?
A Balanced Scorecard helps to make an organization’s mission its reality. It involves strategic planning to work on the internal functions of an organization.
Question 12: Explain Service Portfolio, Service Catalogue, and Service pipeline.
Service Portfolio is a comprehensive list consisting of all the services that are provided by a service provider to the customers. The service catalogue is a subset of Service Portfolio which includes a list of the services that are ready to be offered to the customers. Service Pipeline refers to services that are under development process.
Question 13: What is a Change Advisory Board (CAB)?
Change Advisory Board refers to a group of authoritative people who aid in carrying out the change management process with the authorization, assessment, prioritization, and scheduling of the CAB.
Question 14: What is Financial Management?
Financial Management in IT Services is one of the main processes of the Service Strategy stage. It mainly handles the following requirements:
- Budgeting: It is responsible for providing sufficient funds to run business costs and perform income estimation
- Accounting: It is responsible for providing management information on the cost by performing cost analysis and reporting
- Charging: It is responsible for providing funds by charging the client
Question 15: Which are the four layers of service management measurements?
- Progress: This is responsible for handling the progression of the current service operations
- Compliance: This mainly deals with the compliance of the trending industry process and market standards
- Effectiveness: This helps in maintaining the effectiveness of the services
- Efficiency: This helps with the efficiency of service maintenance and workflow
Question 16: Explain the plan-do-check-act (PDCA) cycle?
The PDCA cycle which is also known as the Deming cycle is used in many industries and business areas to control and measure the final results. Based on these results, ITIL produces an improved output in the later steps or trials.