ITIL provides a set of practices that have helped organizations across the world to improve their business service. It helps improve service delivery and customer satisfaction, reduce costs, and so much more. To help kick-start your ITIL career, this article will cover some of the most important ITIL interview questions that will come in handy.
ITIL or Information Technology Infrastructure Library is a set of practices highlighting the best ways it can deliver the highest quality IT services. ITIL also helps with:
ITSM or Information Technology Service Management is the act of taking the support of people, processes, and technology to deliver IT services and support internal customers.
The different stages of the ITIL life cycle are:
People: These represent the individuals who are associated with the processes and procedures.
Processes: The company’s ability to implement processes are focused on.
Products: These focus on the service itself, along with its underlying technology.
Partners: The partners who work with the IT organization to ensure that the service works properly.
The service value system describes the different components and activities that synergize to create value. These include inputs, elements, outputs, and other components that are relevant to service management.
We design the guiding principles to guide the organization's decisions and actions to make sure they can make the most of ITIL. These principles work regardless of the scenario, objective, goal, strategy, type of work, management, or structure. The seven guiding principles are:
The service value chain consists of 6 activities that enable the creation of value. The design and transition component will help organizations ensure the products and services are up to the quality, cost, and other requirement standards set by the stakeholders.
The engage component provides an understanding of the stakeholders' needs, ensuring transparency, regular engagement, and a favorable relationship with the stakeholders.
In this stage, we measure the value of IT Services. They also help:
ITSM helps manage and control outcomes along with service operations, there are four measurement layers.
Let’s continue having a look at some ITIL interview questions.
SLA or Service-Level-Agreement is an agreement between the client and the service provider. It highlights the quality of service that the client expects from the provider, the metrics that make up the success being a success, and the penalties or remedies that the service provider would have to deal with if the service isn’t of the expected quality.
A service request is a request for IT service access, changing a standard, information, or advice. The service request usually covers things that have already been approved by company policy and don’t require any new additional permissions.
Standard change refers to a change that’s been implemented in the form of a service request.
A configuration item is a component that needs to be managed to deliver an IT service. It records information about these CIs into the configuration record, within the configuration management system. These items could be IT services, hardware, software, buildings, people, and other formal documentation.
Let’s take a look at some more ITIL Interview questions.
A warranty is an assurance provided by the service provider to the customers/stakeholders that their products/services meet the agreed-upon requirements. It focuses on ‘how the service performs’ and to find whether services are ‘fit for use.’ It typically focuses on the service's availability, security, capacity, and continual ensured working.
The service desk acts as a point of contact between the service provider and the users. It acts as a communication point where users can report operational issues, queries, and other requests. For the service desk to be successful, the service desk needs to have great customer service skills like empathy and emotional intelligence.
An IT asset represents any component that’s financially valuable that eases the delivery of an IT product or service.
A problem is a cause of conflict or incident which is still unknown. Problem Management is a process that manages the life-cycle of problems. Detecting and providing solutions or workarounds are considered a success to ensure the organization's impact is limited and doesn’t recur.
The phases of problem management are:
Outcomes are results obtained after performing an activity, following an activity, providing a service, and more. It is used to compare the intended and actual results. Outcomes are both qualitative and quantitative. We measure outcomes based on the perspectives of the people who are using the service.
A utility refers to a product/service's functionality to meet a particular need in the market. A utility focuses on what a particular service does and finds if the service is ‘fit for its purpose.’
A workaround is a temporary solution that resolves issues temporarily. In this case, the issue’s reason has not been identified. The time frame for a workaround isn’t usually defined and could range from a few seconds to many years.
Recovery options are divided into three categories:
Change Management in ITIL enables organizations to deploy changes without causing any downtime or any other disruption.
The 7 R’s are:
Moving forward in this article on ITIL Interview Questions, we’ll cover topics like emergency changes, change enablement, PDCA cycle, PIR, and so on.
Emergency changes are changes that need to be incorporated as soon as possible. The changes, in this case, aren’t tested, and it makes certain decisions balancing risks and rewards
It is the method that aims to maximize the number of IT changes that are successful by ensuring risks are assessed properly; it allows changes to proceed, and to manage the change schedule.
A known error refers to a problem that has been analyzed and has not been resolved.
Businesses use the PDCA cycle for the control and continuous improvement of products and processes. The parts of the cycle are:
The post-implementation review or PIL is an evaluation and analysis of the final working solution. After a change request is made, the review takes place and checks if the change and its implementation were successful. PIL helps answer questions like:
The RACI Model is a tool that helps identify different roles and responsibilities with ease during a project. It stands for:
Incident management is part of the IT Service Management that ensures normal service is restored as soon as possible. The objectives of incident management are:
This practice focuses on the service's agreed quality by managing service requests in an effective and user-friendly manner. These depend on processes and procedures to maximize the efficiency of the practice with the help of tracking and automation tools
This form of management makes sure that the organization’s suppliers and their performance are properly supported to ensure continuous quality products and services. The objectives of supplier management are:
This model defines a series of steps for implementing improvements. The model is known for using techniques like a SWOT analysis. It also uses balanced scorecard reviews, and maturity assessments. It provides a high-level guide to support improvement initiatives. With this, the chances of the ITSM initiative to be successful are improved. It places a stronger focus on customer value and making sure improvements match the organization’s vision.
Relationship management ensures that the organization's suppliers and their performance are managed appropriately to support seamless, quality products, and services. Its major objective is to establish and nurture the links between the organization and its stakeholders
Information Security Management Systems help align business and IT security while also ensuring information is handled effectively across services and service management activities. These ensure that:
The deployment management practice is used to move new or changed hardware, software, documentation, processes, or any other component to a live environment. They can also involve it in deploying components to other environments for the process of testing and staging.
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This article on ITIL Interview Questions covered some of the most important concepts you must know to ace your next interview. Think you need to learn a little more?
Check out our course ITIL 4 Marketing Professional which will give you better clarity on the subject. We’ll cover key concepts and dimensions of service management, ITIL service value system, ITIL guiding principles and practices, and much more!
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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.
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