If you’re applying for an Information Technology Infrastructure Library (ITIL®) position, you need to not only expect certain questions during the interview but also to know the best-suited answers to them. That’s why we present to you the following collection of the most commonly asked ITIL interview questions answers. We’re not saying that an interviewer will ask all of these questions, or that they won’t ask questions that are not included here, but the below is a respectable sampling of the most common queries.
However, keep in mind that even though this set of ITIL interview questions is a useful resource, it’s no substitute for practical information and relevant knowledge, the sort of things that can tip the scales in favor of you being hired. For more details and getting those necessary skills and knowledge relevant to ITIL foundation training, check out the information at the end of the “interview.”
Now, let's jump right into the ITIL interview questions.
Are you looking forward to becoming an ITIL expert? Check out the ITIL Certification Course and get certified.
ITIL is short for Information Technology Infrastructure Library. It is a set of core volumes that detail a framework of best practices for IT service management, with the emphasis on aligning IT services with the needs of any given business. It’s a systematic approach to high-quality IT service delivery, providing a common language that includes clear, specific terms.
ITIL 4 maintains many of the core elements available in previous versions. The latest changes from ITIL V3 to ITIL 4 help to optimize IT service management in a world that is moving from a CapEx model to OpEx one. It gives businesses the ability to be more flexible, enabling them to adapt to rapidly changing technology while aligning with—and even driving—business requirements and goals. More specifically, it works with Agile, DevOps, and AI.
The processes are:
A change request is a formal proposal to alter a particular product or system, while a service request is formally submitted by a user, and is a request for IT service access, the changing of a standard, or information or advice. Service requests include things like access to the cloud or requiring a new laptop or printer. As a rule, service requests deal with things that have already been approved of by company policy and don’t require any extra permission.
The benefits of ITIL implementation are:
An SLA is a service level agreement, a contract between an external or internal service provider, and the end-user. The SLA defines the level of service expected from the service provider.
The three levels are:
The PDSA stands for Plan-Do-Check-Act and is a systematic series of steps for gaining valuable learning and knowledge for the continual improvement of a product or process. It is also known as the Deming Wheel, or Deming Cycle. The phase breakdown consists of:
The models are:
A project has a finite lifespan (hopefully!). A process is continuous and has no deadline.
An incident is an event that’s not part of the standard operation. A problem is an as yet unknown cause of a conflict or series of incidents, whereas a known error is a problem that’s been successfully diagnosed, and a workaround or permanent alternative has been created. The final result of a known error is an RFC (Request for a change).
An end-user (or end customer) is the direct recipient of the service or uses the product. A customer may or may not be able to choose between different products or suppliers. An example of the latter would be things like court-appointed attorneys, or a monopoly situation such as an Internet or cable provider.
IcM, or Incident Management, is an area of IT Service Management (ITSM) that exists in order to restore normal service operations as soon as possible. Examples of this include a printer that doesn’t work, disk usage exceeded, or an entire system that has gone down.
ISO/IEC 27002:2013 is a code of practice that gives guidelines for organizational information security standards and information security management practices. This code includes the selection, implementation, and management of controls while taking into consideration an organization’s information security risk environment. The code recommends information security controls that address information security control objectives that come from risks to the confidentiality, integrity, and availability of information.
Change management is the process, tools, and techniques used to manage the people side of any change that is implemented in order to achieve the required business outcome. Change management helps individuals adopt and adapt to the changes.
The different knowledge management systems associated with ITIL are:
Recovery options are classified as:
I believe these ITIL interview questions must have given you an insight into what kind of questions may be asked to you in an interview. If you are looking to enter the world of ITIL professionals, or just trying to get yourself upskilled to round out your skillset, then Simplilearn has everything you need to meet all of your education goals.
Simplilearn’s ITIL 4 Foundation Certification Training is the most widely acknowledged entry-level ITIL certification for IT professionals. Today’s IT departments need qualified experts who can deliver effective IT services, and the demand is increasing. This training will show you the ITIL services lifecycle, how lifecycle stages are linked, processes involved, and best practices for enhancing the quality of IT service management to reduce costs and increase productivity. It’s also important to bear in mind that ITIL certified professionals earn 40% more than their non-certified peers.
You will receive 16 hours of instructor-led training, 24 hours of self-paced learning, five industry case studies and seven real-world examples, and over two dozen self-paced and instructor-led PDUs.
If you are already an ITIL V3 Expert, you are eligible to take the ITIL 4 Managing Professional Transition Module Training. Get certified on the latest ITSM best practices today.
Name | Date | Place | |
---|---|---|---|
ITIL® 4 Foundation | 6 Feb -14 Feb 2021, Weekend batch | Your City | View Details |
ITIL® 4 Foundation | 19 Feb -20 Feb 2021, Weekdays batch | Dallas | View Details |
ITIL® 4 Foundation | 6 Mar -14 Mar 2021, Weekend batch | San Diego | View Details |
John Terra lives in Nashua, New Hampshire and has been writing freelance since 1986. Besides his volume of work in the gaming industry, he has written articles for Inc.Magazine and Computer Shopper, as well as software reviews for ZDNet. More recently, he has done extensive work as a professional blogger. His hobbies include running, gaming, and consuming craft beers. His refrigerator is Wi-Fi compliant.
ITIL® 4 Foundation
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