ITIL Interview Questions and Answers
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Top ITIL Interview Questions and Answers
If you are about to start your career as an ITIL professional then it is very important to learn all the ITIL Interview Questions and Answers. Without prior preparation, it is very difficult to crack the ITIL interview in the very first attempt. Whether you are an experienced candidate or a fresher it is very essential to have clear guidance and access to proper ITIL material to clear your ITIL interview. With an aim to help you with frequently asked ITIL interview questions and answers CourseJet has presented the list of the following questions. All these ITIL interview questions and answers are best suitable for freshers and experienced and help you in clearing the ITIL interview in the very first attempt. ITIL is one of the leading technologies of today’s modern world and starting your career in this field will surely help you with great career choices. We at CourseJet also offer you the best ITIL training and certification programs to help you learn the latest and updated skills with a simple learning process.
Best ITIL Interview Questions and Answers
ITIL (Information Technology Infrastructure Library) is a library of frameworks that contains the best practices to be followed to deliver IT services in an effective and efficient way. ITIL has been helping the business worldwide by providing a systematic approach that allows management of business risk, build scalable IT environments, and strengthen customer relationships. To help you land in your dream job as an ITIL professional we have covered all the top ITIL interview questions with clear and concise answers. There are plenty of opportunities available for the well trained Information Technology Infrastructure Library (ITIL) professionals as every organization must need an effective ITIL process to deliver products and services with the right plan, perfect quality, and at the right time. In this blog, you will also come across advanced ITIL interview questions and answers asked in the ITIL certification exam.
Frequently asked ITIL Interview Questions and Answers
All these frequently asked ITIL interview questions and answers are grouped here based on the expert’s opinion and covered from basic to advanced questions. Our list of top ITIL interview questions is helpful for professionals like IT executives, operations managers, IT architects, IT planners and consultants, database managers, quality analysts, application development teams, IT managers, etc. Many professionals as well as students have cleared their ITIL interviews with ease. We assure you that these ITIL interview questions for freshers and experienced will surely fill your mind with the required knowledge and help you crack your interview. Without wasting much time let’s get into the ITIL interview questions and answers part.
With an aim to make your learning process simple yet effective we have designed this blog with all our efforts. We have covered all the ITIL related topics to make you gain expertise in each corner of ITIL.
Now let’s get into the question and answers part.
The word ITIL stands for Information Technology Infrastructure Library. ITIL consists of detailed information and best practices to be followed to build an effective IT Service Management system and IT agile infrastructure with an aim to meet the ever-growing needs of the organizations. All the guidelines available in ITIL are tested and proved and helpful for the software professionals in building and delivering effective IT services. ITIL also helps organizations in achieving a competitive edge in the market.
ITIL 4 consists of updated versions of almost all the elements of earlier versions. The features available in ITIL 4 comes with the power to optimize IT service management that is suitable for the ever-changing IT needs of businesses. ITIL 4 gives the power to the organizations to be more agile, flexible, and supports all types of technological integrations in the business. To be more specific it is highly flexible enough to work with AI, Agile, and DevOps.
Following are the benefits of using the ITIL framework:
- It acts as a clear roadmap for designing IT Service management
- Builds a strong association between IT and businesses
- Services customers with better approach and high customer satisfaction rate.
- Minimization of cost and maximization of resource utilization
- Building plans to forecast and minimize business risk
- Agile enough and highly flexible to match with business changes.
- Allows continuous improvement.
Below mentioned are the core objectives of the Incident Management:
- Ensures that all the standard methodologies are being employed for documentation, speedy response, on-going management, and analysis.
- Easily spot and resolve the issues arisen in delivering the IT services.
- Major focus on delivering uninterrupted services to the customers
- Aligns incident management tasks together for better management.
Following is the pattern through which incident management work:
- Spot and records incidents
- Separates them based on the urgency and business impact
- Incident authorization
- Incident recovery
A service request is typically submitted by a user and is related to IT service access, advice, information, or changing of a standard while a change request is a formal application to modify a specific system or product. The service request is one of the commonly seen tasks and associated with things like requesting a new laptop, access to the cloud, or requesting a new printer. In general, all the service requests have already been approved by the companies and require no further permission.
Change Request is a formal scheme or a plan developed by members of the organization via the service desk to alter a specific item or a product.
Different types of Change Requests are listed below:
- Standard Change
- Major Change
- Emergency Change
- Normal Change
An SLA is a Service Level Agreement and it acts as a contract between an external or internal service provider and the customer. Each SLA agreement consists of clear details of the level of service expected from the service provider. There are three levels of SLA which are:
- Customer service level agreement: It constitutes the agreement between the service provider and end customer
- Vendor service level agreement: It constitutes an agreement between an organizations and vendor
- Internal service level agreement: This agreement is between IT and other teams or departments.
Following are the three different models adopted by an organization:
- Hewlett-Packard (HP ITSM Reference Model)
- Microsoft MOF (Microsoft Operations Framework)
- IBM ( IT Process Model )
The Problem Management feature of ITIL plays a crucial role in the success of IT service management. The problem management segment works restlessly to identify and resolve recurring incidents. It also identifies the root cause of the problem and makes sure that there is no chance of recurrence of the same problem again. The Problem Management segment’s main objective is to create a seamless service delivery by identifying the incidents and resolving them before they even interrupt the service delivery.
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A Known Error is defined as a problem that has been identified and has an acknowledged solution and root cause. A Known Error consists of the following factors:
- Error Description
- Status
- Workaround
- Root Cause
Following are the sequence of steps associated with Problem Management:
- Problem identification
- Separation of identified problems and prioritization
- Analyzing the root causes
- Finding better solutions for the problem
- Initiating a known error record
- Fix the issues
- End the problem
- Revise the entire process
The end-user is a person who is the receiver of the service or uses the product. Whereas a customer is an individual who may or may not use the service or product for direct consumption. The best example of customers is court-appointed attorneys, internet or cable providers, etc.
The ISO/IEC 27002 is a standard for practice that provides guidelines and best practices for information security management practices, and standards for organizational information security standards. This code consists of the selection, deployment, and management of various controls by taking into consideration an organization’s security environment. The ISO/IEC 27002 code recommends the best controls that show no impact on the integrity, confidentiality, and availability of information.
Change management is a process to execute the changes that are requested by people and benefits the business as well as bring the desired business outcomes. Following are the seven Rs of Change Management:
- Who RAISED the change?
- REASON for change?
- What RETURN can be achieved through the change?
- Impacts of RISKS if the change is executed or if not executed?
- Type of Resources needed to execute the change?
- Who takes RESPONSIBILITY to execute this change request?
- What is the RELATIONSHIP between the changes?
Following are the three major objectives of IT Service Continuity Management:
- Risk analysis
- Test backing out situations
- Choose the right back out arrangements
Configuration Management takes the responsibility to collect, verify, and manage data on IT assets and configurations.
Following are the tasks performed by the ITIL Service Desk:
- Prioritize and classify incidents
- Conducts deep analysis of incidents
- Solving the incident
- Generating incident management reports
Proactive Problem Management: It is being employed for identifying the potential errors and problems in the IT and preventing them with appropriate actions.
Reactive Problem Management: It conducts a deep analysis of the root cause of a problem and eliminates it to stop it permanently from occurring in the future.
The purpose of change management is to look after and execute change management requests in an effective way and to build agility. The core objective of change management is to create a standard procedure that minimizes the risk factor and future interruptions.
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The abbreviation of PIR is Post Implementation Review and the main purpose of the PIR is to evaluate the working process of a given solution. This process can only be done after the change request is successfully implemented.
Capacity management in ITIL ensures that all the IT services are perfectly sized to meet the service level targets at a low cost. It looks after the capacity of all IT services and if any service is unusual it reports back to the system for fixation.
Following are the three sub-process of Capacity Management:
- Service Capacity Management
- Business Capacity Management
- Component Capacity Management
It is very essential to protect the data of an organization from falling into the hands of unauthorized or external parties. The information security policy acts as a guard to protect the data and information of an organization from a wide range of threats and risks.
The word CAB is a short form of Change Advisory Board. The CAB consists of a group of people who play a crucial role in the change management process. Their main role is to look after prioritization, authorization, scheduling, and assessment of changes.
Following are the various Recovery options:
- Manual workaround
- Gradual recovery
- Reciprocal arrangements
- Fast recovery
- Intermediate recovery
- Immediate recovery
Following are the 4 P’s of Service Management in ITIL:
- People: People in the IT fieldwork in the process of ITIL Service Management.
- Process: This is nothing but an analysis of a company’s ability and environment to execute the required processes
- Products: These are the tools used by IT staff to implement the process in ITIL
- Partners: All the teams who work together to make the service process successful.
Following are the important ITIL stages:
Service Strategy: Service Strategy operations segment looks after the things like receiving and fulfilling the user requests, fixing problems, working on service failovers, performing typical operations.
Service Designed: This stage is also known as the planning stage and contains the agreed services and terms and conditions associated with it.
Service Transition: This stage is associated with the process required to build and deploy the required IT services. It also creates flexibility to make changes to the service management process and services.
Service Operations: This ITIL stage mainly looks after meeting end-user expectations while taking the cost and problems into consideration.
Constant Service Improvement: This stage makes sure that the IT services are designed and have the ability to recover and continue to deliver services from a service incident. It also gives a quick view to prioritize business recovery.
Following are some of the popular web-based tools:
- Bugzilla
- CA service desk
- SolarWinds Web Help Desk
- Oracle Service Cloud
- BMC
- ServiceNow
- Tivoli
- Spiceworks Help Desk/Cloud Help Desk
- OTRS Free
- C-Desk
Following are the 7 steps associated with continual service improvement:
- Choosing the best approach for improvement
- Analyze what needs to be measured
- Gather the necessary information
- Process the data
- Analyze both data and information
- Effective use of information
- Deploy the required improvements
Following are the different processes associated with service Designs:
- Design coordination
- Capacity management
- Service level management
- Availability management
- Service catalogue management
- Supplier management
- IT Service continuity management
- Information security management
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Following are the different workaround options:
- Manual workaround
- Gradual recovery
- Reciprocal arrangements
- Fast recovery
- Immediate recovery
- Intermediate recovery
PDCA (Plan Do Check Act) cycle is also known as the “Deming Wheel” and “Shewhart Cycle.” It’s a four-stage method that continually improves business performance in a systematic way and even an iterative process. There are four different levels in PDCA, and let’s have a closer look at each of the level:
- Plan – At this level, you’ll first understand what the problem is and then plan what needs to be done based on the size of the project.
Before you proceed to the next stage, you should be answered with some essential contents like:
- What’s the core problem?
- What resources do we need and have with us?
- How to fix the problem with available resources?
- How will the plan be successful?
- Do – After deciding the plan, now is the time to take action. This level will show you whether the plan chosen is perfect or not.
- Check – This is the most important level of the process. In this level, you analyze the results against the expectations you defined in the first level.
If it was, then the next step is to move to the fourth level, and if it wasn’t, then return to the first level.
- Act – This level is where you implement the solution. Note PDCA is not a process with beginning and end, but a process with continuous improvements.
Service Provider is an organization that provides IT services to internal and external customers.
For ITIL, majorly three types of service providers available:
- The internal service provider (Type I)
- A shared service provider (Type II)
- The external service provider (Type III)
Continual Service Improvement is short for CSI, is a seven-step improvement process for businesses. It focuses on IT services and processes that support the business.
Seven step improvement process of CSI starts as follows:
- Recognize the approach for improvement
- Declare what will you measure
- Data collection
- Process evaluation
- Examine the data
- Present and use the information
- Execute remedial or corrective activities
RACI stands for Responsible, Accounted, Consulted, and Informed, the model that provides clear lines of responsibility and accountability within IT service management(ITSM).
A configuration baseline is a type of baseline specific to configuration management that is formally agreed upon and managed through a change management process.
It is used as a basis for future builds, releases, and changes.
The tables below illustrated the differences between the two approaches:
Basis of comparison | COBIT | ITIL |
Definition | A set of rules or processes used to implement IT governance and management. | A framework of best practices that improve IT services better to meet company needs. |
Approach | The top-down approach focuses on IT service governance. | The bottom-up approach focuses more on IT service management. |
Scope | Focuses on ITSM and has a broader scope than ITIL | Focuses on ITSM, but not on the entire company. |
Objective | Manages resources, risks, and IT efficiency. | Improves the decision-making within the company. |
A set of policies, procedures, and processes to design, deliver, and manage customer-oriented IT services is known as IT Service Management (ITSM). The core purpose of ITSM is to provide IT as a service.
A Service Operation ensures whether the service provided is working effectively and efficiently as per SLAs (Service Level Agreement). There are five processes involves in the ITIL service operation:
- Event Management – Just as the name suggests, this process involves managing events, including detecting events, monitoring the change of actions, and more. The objective is to make sure all the configuration items are continuously monitored.
- Incident Management – The objective of this process is to restore the service as early as possible to the previous stage.
- Request Fulfillment – This process involves handling requests like changing passwords, creating new users and email ids, etc.
- Access Management – This process involves providing access to authorized users to use the service.
- Problem Management – This process finds the root cause of the problem and prevents the incident from occurring again.
In ITIL, OLA (Operational Level Agreement) describes the relationship between the IT service provider and another part of the organization. It represents relationship at the operation level, including Service Desk,
Support Group(s), Incident Resolution, Network Management, and Operations Management.
ITIL | ITSM |
ITIL is a framework that describes the best practices to implement ITSM | While ITSM combines the use of a framework aligned with the various business perspectives to deliver quality IT services. |
ITIL is micro-focused internally to IT | ITSM is macro focused on the business |
ITIL is the best practice framework of ITSM and provides the required tools and techniques to deliver those services effectively. | While ITSM refers to a set of methodologies applied in managing services provided to the end-user |
ITIL is a collection of processes and standards that guide the delivery and support of IT services. | Whereas ITSM is an overall organizational implementation. |
Knowledge Management in ITIL mainly ensures to share the knowledge with all the employees in an organization. This ITIL process mainly helps in improving efficiency and also ensures that the team members work together with accuracy. Using this Knowledge Management process you can manage and control the flow of information and also there will not be any to rediscover knowledge.
Conclusion
With this, we have come to the end of the frequently asked ITIL interview questions blog. We assure you that by preparing these questions would definitely boost your confidence levels and equip you with the right knowledge required to crack your ITIL interview in the very first attempt. We also update this blog with the latest ITIL interview questions, so stay tuned. Happy learning!
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