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ITIL:70TOPInterviewQuestionsandAnswersTOPInterviewQuestionsAnswers

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ITIL:70TOPInterviewQuestionsandAnswers

Labels: ITIL Interview Questions

List of top 70 itil interview questions and answers,itil tutorials for freshers beginners and experienced pdf free

ITIL interview Questions and Answers

1. What is ITIL ?

2. ITIL based models adopted by organization .

3. Difference between ITIL v3 and v2.

4 What is ITIL service management?

Service management is a set of specialized organizational capabilities for providing values in the form of servi
The act of transforming recourses into services is the core of service management
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5 Explain ITIL service Life cycle model .


1. Service Strategy

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2. Service Design
3. Service Transition
4. Service Operation,

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5. Continual Service Improvement

ITIL Interview PART 2

1 Define Service strategy?

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How to design, develop and implement service management for organization is define under service strategy.
What are we going to provide?
Can we afford it?
Can we provide enough of it?
How do we gain competitive advantage?

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2 Define Service Design?

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How to design develop services and service management and converting service objective in to range of servic
How are we going to provide it?
How are we going to build it?
How are we going to test it?
How are we going to deploy it?
3 Define Service transition.
How to implement services in production as per design services.
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Coordination and managing of the process


Build, test and deploy a release in to production.

4 Define Service operations


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How to manage service on an ongoing basis to ensure their objectives are achieved.

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Service operation is responsible for all ongoing activates required to support and deliver services.

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5 What is continues service improvement (CSI)?


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Continues evolution of service and identify ways to improve services.


ITIL Interview PART 3
1 Define Service Management?
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Service Management is transforming recourses into valuable services.


2 What is Service process management Process?

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Process is a set of activates designed to achieve a definite objective.


Input >> Process >> output.
Process is closed loop.
3 What is service management Measurements?

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To manage and control the process it should be monitor and measure.


Four metrics for performance measurement

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4 Explain Roles in service management.

Role is a set of connected behaviors or connected actions performed by team or group or person person.
Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer by under
customer's business and their customer outcomes.
Product Manager (PM): PMs take responsibility for developing and Managing services across the lifecycle, and
responsibilities for Productive capacity.
5 Explain RACI Model.
RACI Model clearly defines roles.
Responsible Person responsible to get job done.
Accountable person accountable for each task.
Consulted people who are consulted.
Informed People who are inform on the progress.
6 What is RACIVS.
Verifies person who checks whether the acceptance criteria have been met.
Sign off give the sign off to the project
ITIL INTERVIEW PART 4
1 Explain Service Strategy?
Service strategy represents policies and objectivises to achieve service goal.

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Help management to achieve goal.
Determine services
2 Four Ps of Service Strategy?
Perspective >> Vision and direction
Pattern >> Way of doing activates
Position >> Basis on which the provider will compete
Plan >> How to achieve the goal
3 Explain Service strategy process?

1. Define the market.


2. Define services and potential customers.
3. Develop the offerings.
4. Design the service.
5. Develop strategic asset.
6. Develop service as strategic asset
7. Prepare for executions.
8. Implement the service.

4 Explain Service portfolio, Service catalogue and service pipeline.


Service portfolio >Defines services provided by service provider across all Market and all customers.

Service Catalogue >Is the sub set of Service portfolio .Services ready to offer to customer is listed in service
Service Pipeline >Is consist of services under development.

5 Explain Retired services.

In service portfolio services which are not in use/outdated due to existing Internal/External constrain are calle
services.
ITIL INTERVIEW PART 5
1 Explain Financial Management?
In service strategy finanancial management covers budgeting accounting and charging requirements.
Budgeting >> Provide sufficient funds to run business Cost and income estimation .
Accounting >> provide management information on the cost. Cost analysis and reporting.
Charging >> providing funds by charging back to client
2 Return on Investment?
Investment of some resource yielding a benefit to the investor.
Return on investment (%) = Net profit / Investment 100
3 Explain service Portfolio Management?
SPM is managing all services across the organisation.
Define > Business requirement
Analyse > Plan
Approve > Get approvals
Charter > Deploy
Service portfolio contains all services ( In pipeline/Catalogue/Retired )
4 Explain Service package.
Set of services available to deliver to customer.
Service package contain
1
Core Service package
Details description of core service.
2
Service level package
Level of service offered Diamond gold silver..

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5 BRM Business Relationship management.
Establish relating ship with customers, understand customers and fulfil customers need.

ITIL INTERVIEW PART 6


1 Explain Service Design?
Design new or changed service for introduction in to live environment .
1 Improve Quality of service.
2 Effective services.
3 Improve decision making.
2 What are types of service provider?
Type I >> Internal service provider.
Physically located in the organization which it serve.
Type II >> Shared services.
These are autonomous units in the organization like Finance HR.
Type III >> External service provider having specific expertise. Consolidate need and
Offer competitive price.
3 What is service design package?
SDP document contain all requirements through each stage of its lifecycle.
Four Ps of design
People
Product
Processes
Partners/Suppliers
4 Service design aspects ?
Set of services available to deliver to customer.
Identify business needs.
Service portfolio design.
Technology architecture.
Process design
Measurement design

5 What are the different sourcing options?


1 In sourcing Utilize internal organization.
2 Out sourcing hire external organization.
3Co _sourcing Combination of In sourcing & Out sourcing.
4 KPO Knowledge process outsourcing
5BPO Business process outsourcing

ITIL INTERVIEW PART 7


1 Explain Service catalogue management.
SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope
Define the service.
Create correct service catalogue.
Link service catalogue with service portfolio.
Link supporting services with service catalog.
2 Types of service catalogue?
Business service catalogue is as per customer view .It is maintain for each business unit.

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Technical service catalogue contain information about all IT services.
3 What is the type of services?
Customer facing services
These services fascinate customer directly. These are core services .
Example HR services
Supporting services
Support customer services and not seen directly by costumer
Email service for HR
4 What is Service level Management?

The goals of SLM as defined by ITIL are to maintain and improve IT service quality through a constant cycle of
monitoring, and reporting upon IT service achievements and instigation of actions to eradicate inadequate serv
business or cost justification. Through these methods, a better relationship between IT and its Customers can
5 SLA Types ?
SLA Agreement between External IT service provider and customer.
OLA Agreement between Internal IT service provider and customer.
SLR Service level requirement list of all services.
ITIL INTERVIEW PART 8
1 Service Design Availability, Reliability.
Reliability define service run without interruption
MTBSI (Mean Time between Service Incidents)
MTBSI = Available time in hours /Number of breaks.
MTBF = Total downtime in hours /Number of breaks
2 Service Design Availability Maintainability.
How fast service can be restore after failure.
MTRS Mean time to restore service.
MTRS =Total downtime in hours /Number of service breaks
3 Explain below Availability Terms?
Continuous Availability: design the service to get 100 % availability. This
Service has no unplanned or plan downtime.
Fault Tolerance No interruption in service after the component fail.
4 Calculate Availability /reliability/reliability /maintainability for below situation
Service is running 7 days * 8 hours and down running for 2910 hours with 3 breaks of 3 ,1 and 6 hours .
Calculate Reliability (MTBSI) = 2910 /3 = 970 hours.
Calculate Reliability ( MTBF ) = 2910 ( 3+1+6 ) /3 = 870 hours.
Calculate Availability = 2910 ( 3+1+6) / 2910 *100 =99.65 %.
Maintainability = (1+6+3) = 10 hours.
ITIL INTERVIEW PART 9
1 Explain Service Level Management.
SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope
1 Define the service.
2 Create correct service catalogue.
3 Link service catalogue with service portfolio.
4 Link supporting services with service catalog.
2 Explain capacity management process?
Goal of capacity management is optimization of existing resources and planning future resources.
Review current capacity Improve existing capacity Assess new capacity Plan new capacity
3 Explain the availability Managements?
Availability Managements ensures level of service availability.
Proactive availability management.

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Reactive availability management.
4 Availability management information system.
AAMIS contain
1 AM data and report
2 Availability testing plan
3 Availability plan
4 Availability Design specification and criteria
5 Define Availability.

Availability % = (Available service time downtime) / Available service time


Time that the service functioned correctly expressed as a percentage the total time it has been agreed that th
are to be accessible to users.
ITIL INTERVIEW PART 10
1 ITSM IT SERVICE CONTINUITY MANAGMENT.
Support the business continuity management process.
Ensure It services will be resumed within define time frame.
>
>
>
>
>
>

Maintain BCP plans


Conduct Regular risk Analysis for IT service
BIA Business Impact analysis if no TO service available
RA Risk analysis Identify and analysis of risk
Define ITSCM plan
Test Plan

2 Explain work around or common recovery options


Fast recovery: (HOT standby) recovery within 24 hours
Intermediate recovery: service is available in parallel setup, mirroring load balancing
Gradual recovery: cold standby Recovery within 3 days (more than 24 hours)
3 ITCM process
Initiation > get requirement and plan > implementation> continues improvement
Initiation > define scope
Get requirement and plan> BIA RA
Implementation > develop/test/implement plan Continues improvement > review Audit
4 Explain Information Security management?
ISM ensures protection of information, system provided by IT services to end users.
Information Availability right information to right person
Confidentiality disclose information to valid users
Integrity Maintain integrity
5 Explain Security controls/measures.
Preventive Prevent the event that will affect service Firewall
Reductive Minimize possible damage
Detective discover the event as soon as possible
Corrective repair damage as soon as possible
ITIL INTERVIEW PART 11
1 Explain Supplier Management.
Supplier management manage services and suppliers.
Implement supplier policy
Create and maintain SCD (Supplier and contract database)
Supplier and contract evaluation.
Manage sub contacted supplier.
2 Define Contract and supplier.
Contract is legally binding agreement between two parties.
Supplier Third part responsible for supplying goods or services.
3 Supplier category.

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Strategic
Senior management is involved.
Long term plan.
Lead by senior management.
Tactical
Depend on situation
Mange by middle management
Operational
Depend on individual service
Manage by junior operation.
Commodity
Law value contracts
4 Service Transition?
Manage service changes and deploy service release in to production environment.
Reduce known error and minimize the risk during transition.
Enable the smooth change without affecting business
5 Components of Service Knowledge Management System SKMS?
CMS Configuration management system
Know error database
Suppler and contacts database
Service portfolio
Availability management system
ITIL INTERVIEW PART 12
1 Explain Service Transition.
Plan manages service changes and deploys service release in production.
Enable the change in business process.
Reduce the known error and minimize the risk
Coordinate the resources
Service transition planning and support activates.
2 Explain Service knowledge management system.
SKMS store the knowledge.
SKMS contain:
Experience of staff
Users skill
Records secondary information
Information about suppliers and partners
SKMS components:
Configuration management database
Configuration management system
Service desk system
Known error database
3 Explain Change Management.

Change management process manages change seeking business benefit.


Make smooth change in IT services as per business requirement. CMS ensure that changes are evaluated and a
prioritized, planned, tested, implemented, documented, reviewed and recorded in control manner.
4 Explain Strategic/Tactical/Operational level changes.
Strategic level change:
Manage by the business. These chages are due to change is business stratergy.
Tactical changes :
Change in the business process .manage by middle management .
Operational changes:
These changes are due to operational level changes in process .manage by operation staff .
5 Types of changes Proactive/ Reactive

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Proactive change:
Changes done for business benefits. Improve service and improve cost efficiency
Reactive change:
Change to resolve the error.
INTERVIEW QUESTION PART 13
1 Explain Service validation.

Service validations Validate the service will deliver define performance. Service validation assures quality o
Service validation is applied throughout the life cycle.
2 Types of testing.

1. Accessibility testing.
2. Usability testing.
3. Process and procedure testing.
4. Volume stress load and scalability testing.
5. Compatibility testing.

3 Knowledge management.
Store quality, reliable information.
Secure information.
4 Different knowledge management system .
CMIS Capacity Management information system.
AMIS Availability management .
KEDB Known error database.
CMDB Configuration management database.
DML Definitive media library
SKMS service knowledge management system
5 Evaluation Service transition.
Evaluate actual performance of any service change against its anticipated performance and identifying risk.
ITIL INTERVIEW PART 14
1 SACM Asset Management.

Asset management maintain all assets across whole service lifecycle.


Maintain complete Asset inventory include non IT inventory related to service.
SACM also maintain information of shared asset (Asset belongs to partners and service provider used by IT serv
2 Explain Configuration Management System CMS?
CMS is a set of tool and database that are used to manage and IT service providers configuration data.

3 Process activity model.


Management and planning >> Configuration Identification> > Configuration control >> Status accounting and re
Verification and Audit.
4 Release deployment management.
RDM include the process, system, package, build test and deploy a release in production.
Build Test and Deliver
5 Explain release Design.
Big bang option
Change is released in as single one operation.
Phased approach
Change is introduce phase by phase .Scheduled roll out plan is define
Example change introduce in retail store / units

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1comment:
chintanshah March 3, 2015 at 12:44 PM
it really help to understand the process management as well as devlop the skills for pass the interview
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