ITIL Interview Questions and Answers for freshers & Experienced
ITIL stands for Information Technology Infrastructure Library. It is a Framework. It is one of the most preferred & utilized IT Service Management (ITSM) framework. ITIL provides guidance to an organization and individuals to use IT as a service to empower business change, transformation & improvement. ITSM stands for IT service management. It is the process of designing, delivering, managing, and improving the IT services an organization provides to its end users. ITSM is focused on aligning IT processes and services with business objectives to help an organization grow. SLA stands for service level agreement. It is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. Workflow and procedures diagrams The models are: SKMS stands for Service Knowledge Management System in ITIL V3, is the central repository of the data, information, and knowledge that the IT organization requires, to manage the lifecycle of its services. The main purpose of ITIL SKMS is to store, analyse, and present the service provider’s data, information, and knowledge in a structured manner. The Incident Management Process is one of the most important processes of the ITIL Service Operation stage of the ITIL lifecycle. The Incident Management Process is the process that deals with managing service problems that may cause a deficit in service quality and subsequently a drop in customer satisfaction. A Known Error refers to an identified problem that has an acknowledged root cause and a solution. It consists of the following: RACI stands for the following: Responsible: Responsibility assigned to a particular person the complete the task. Accountable: Person held accountable for the given task. Consulted: People or groups who are consulted for the task. Informed: People who are kept informed about the progress of the on-going task. PDCA stands for Plan Do Check Act. It is also called Deming’s cycle or Shewhart cycle. The PDCA cycle is used in many industries and areas in business for controlling and measuring results and then acting based on the results to produce a better output in later steps or trials. Plan: Planning the Improvements. Measures for success are agreed. Gap analysis is undertaken and a plan produced to close the gap through a series of step improvements. Do: Implementation of Improvements. A project is instigated and conducted to implementation to close the gaps identified in the Plan phase. The project may include a number of step changes to improve a service or process. Check: Monitoring, Measuring and Reviewing. The results of the implemented improvements are compared with the measures for success identified and ratified in the Plan phase. Act: Improvements implemented. The improvements that have been identified are fully implemented. CAB is a cross-functional group set up to evaluate change requests for business need, priority, cost/benefit, and potential impacts to other systems or processes. Typically, the CAB makes recommendations for implementation, further analysis, deferment, or cancellation. 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. Freeze period: It is a point in time in the development process after which the rules for making changes to the source code or related resources become stricter, or the period during which those rules are applied. 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. A balanced scorecard is a strategic planning and management system that is used extensively in business, government, and non-profit organizations worldwide to align business activities to the vision and strategy of an organization, improve internal and external communications, and monitor the organization’s performance against its strategic goals. a) Service Portfolio: It defines services provided by service providers across the market and all customers. The objective of ITIL Service Portfolio Management is to manage the Service Portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet the required business outcomes at an appropriate level of investment. b) Service Catalogue: It is a subset of Service Portfolio. Services ready to be offered to customers are listed in this catalog. An IT Service Catalog is a list of available technology resources and offerings within an organization. c) Service Pipeline: It’s consists of services under development. It is a great opportunity to view the direction of a service provider’s growth as it discusses and includes the future services that are currently under development by the service provider. Customer-based SLA: It is used for individual customers and comprises all relevant services that a client may need, while leveraging only one contract. It contains details regarding the type and quality of service that has been agreed upon. Service-based SLA: It is a contract that includes one identical type of service for all of its customers. Because the service is limited to one unchanging standard, it is more straightforward and convenient for vendors. Multi-level SLA: It is customized according to the needs of the end-user company. It allows the user to integrate several conditions into the same system to create a more suitable service. Capacity Management is responsible for ensuring that the organization is aware of new and changing technologies. It is the discipline that checks and verifies that IT infrastructure is provided at the right time in the right volume at the right price, with utmost efficiency. The type of service OLA stands for Operational Level Agreement. This is the agreement between functional groups or teams within an organization. This agreement supports the delivery of the overall SLA to the customer. DML stands for Definitive Media Library. Itis a secure location where the definitive, authorized versions of software package configuration items (CIs) are stored and kept safe. A DML is made up of one or more software libraries or file-storage areas known as repositories. PIR stands for Post Implementation. Review 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. AM ensures that IT services meet agreed availability goals. It also ensures new or changed service meet availability goals and doesn’t affect the existing services. CMDB contains contents that are intended to hold a collection of IT assets commonly referred to as configuration items (CI) as well as descriptive relationships between such assets. An ITIL emergency change is the highest priority change that can be defined in an organization. An expedited change is a change that meets a critical business requirement without the normal review and approval time. Availability Management and IT Service Continuity Management. Knowledge management is a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information assets. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers. Change management process has 5 sequential activities which can be mentioned as registration and categorization, risk and impact analysis, approval, coordinate change build and test, authorize change deployment, and finally review and close change record. Change evaluation process has 3 sequential activities which can be mentioned as plan evaluation, evaluation of predicted performance, and finally evaluating actual performance. It is split into three management Practices General management practices Service management practices Technical management practicesWhat is ITIL?
What is ITSM?
What is SLA?
What are the 5 ITIL service lifecycles (ITILv3)?
Which processes are utilized by the Service Desk?
What are benefits of ITIL framework?
What are the main processes in Service Strategy in ITILv3?
What are the main processes in ITILv3service design?
What are the main processes in ITILv3 Service Transition?
What are the main processes in ITILv3 Service Operation?
What are the main processes in ITILv3 Continual Service Improvement?
List the 4 P's of Service Design Stage in ITILv3?
What are the ITIL Models Adopted by an Organization?
What is the ITIL SKMS?
What is the ITIL Incident Management Process?
Can you Explain a Known Error?
What are the 7Rs of Change Management
What are the work-around recovery options?
Can you explain RACI model?
What is PDCA?
What is the CAB?
What’s the difference between an End-user and a Customer?
Can you define freeze period?
Can you explain ISO/IEC 27002?
Can you explain balanced scorecard?
Can You define service portfolio,service catalogue,service pipeline
What are the different types of SLAs
Which ITIL process should ensure that the organization is aware of new and changing technologies?
What are the key components of a service-level agreement?
What is OLA?
What is DML?
What is PIR?
What is Availability Management?
What type of information is stored in a CMDB?
What is difference between Expedite / Urgent Change and Emergency Change?
Which two service management processes will most likely use risk analysis and management methodology?
What is Knowledge management?
What are the benefits of ITIL Knowledge Management?
What are the Stages of Knowledge Management?
What are the different knowledge management systems?
Can you explain Change management?
Can you explain Change evaluation?
What are the key Service Value Chain (VC)s in ITILv4?
What are the New 4 Dimensions of Service Management in IILv4?
What are the New seven ITIL 4 guiding principles?
What are the New 34 Practises in ITILv4?
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