ITIL Interview Questions and Answers
What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a framework of best practices. The concepts within ITIL support information technology services delivery organizations with the planning of consistent, documented, and repeatable or customized processes that improve service delivery to the business.
Explain one benefit of ITIL?
The quality and the costs of the IT services can be controlled more efficiently.
Which ITIL process controls the flow of incident information?
Which ITIL process helps to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?
What is the basis of the ITIL approach to service management?
What is the incident management process? Examples?
Incident Management (IcM) is an IT service management (ITSM) process area. Its objective is to restore a normal service operation as quickly as possible. Incidents should be classified as they are recorded,
- Service not available
- Application bug
- Disk-usage threshold exceeded
- Automatic alert
- Printer not printing
What’s the goal of Problem Management?
As per ITIL and COBIT training Bangalore, the goal of Problem Management is to reduce the adverse impact of Problems and Incidents on the business that are caused by errors within the IT Infrastructure and to prevent recurrence of Incidents related to these errors.
Problem Management tries to get to the cause of Incidents and then initiate actions to improve or correct the situation.
How does problem management contribute?
By making a knowledge database available, it contributes. To a higher solution percentage of first-line support.
When is, a known error identified?
When the cause of the problem is known.
Explain Information Security management?
ISM ensures the 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.
Explain the availability Managements?
Availability Managements ensures level of service availability.
- Proactive availability management.
- Reactive availability management.
What is ITIL service management?
Service management is a set of specialized organizational capabilities for providing values in the form of service. The act of transforming resources into services is the core of service management.
What is continues service improvement (CSI)?
Continues evolution of service and identify ways to improve services.
What is service management Measurements?
To manage and control the process it should be monitor and measure. Four metrics for performance measurement
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|
What are the ITIL based models adopted by an organization?
Microsoft MOF: Microsoft Operations Framework (MOF) is a series of 23 documents that guide IT professionals through the processes of creating, implementing and managing efficient and cost-effective services.
Hewlett – Packard (HP ITSM Reference Model):– This model is a significant tool useful in presenting and describing the several IT Management processes, inter-process relationships, and business linkages that IT needs to put in place for successful development, deployment and support of services in the e-world.
IBM (IT Process Model ):– IBM Process and Service Models software is an industry template that enables you to define common business processes and services across the enterprise. The software consists of a set of best practice business process models and service definitions to support core system renewal and integration projects.
What is the relation between Availability, Availability service time and downtime?
Availability % = (Available service time –downtime) / Available service time to ensure that all the IT services are available and are functioning correctly whenever customers and users want to use them in the framework of the SLAs in force.
What type of information is stored in a CMDB?
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. When populated, the repository becomes a means of understanding how critical assets such as information systems are composed, what are their upstream sources or dependencies, and what are their downstream targets.
What Inputs Do We Need Before We Can Be Testing A Service?
- Interface definitions for the service provider
- Release plans
- Acceptance criteria
What are the types of SLA?
An agreement for all the customer using the services being delivered by the service provider.
An Agreement with an individual customer group, covering all the services they use.
The SLA is split into the different levels, each addressing a different set of customers for the same services, in the same SLA.
Explain Configuration Management System Cms?
CMS is a set of tool and database that are used to manage an IT service provider configuration data.
What are the Components Of Service Knowledge Management System Skms?
- CMS Configuration management system
- Known error database
- Supplier and contacts database
- Service portfolio
- Availability management system
Can you name a risk that might occur whilst design a service?
Risks can come in many different forms including; financial markets, failures with IT or business projects, legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as deliberate attacks from an adversary such as hacking.
Why would you use SACM?
SACM stands for Service Asset and Configuration Management. By capturing information and keeping it up to date, we help people make informed decisions at the right time. In addition, providing accurate configuration information can proactively help resolve incidents and problems much faster.
When would we create a Service Design Package?
An SDP is produced for each new IT service, major change, or IT service retirement.
What are the types of testing?
- Usability testing
- Accessibility testing
- Process testing
- Stress and load testing
- Availability testing
- Compatibility testing
- Security testing
- Regression testing
What is a back-out plan?
If a release fails you need to roll back your changes. A back-out plan will outline your plan on how to roll back.
Define Contract And Supplier?
Contract is legally binding agreement between two parties. Supplier Third part responsible for supplying goods or services.
What Is 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
What two Service Management processes will most likely use risk analysis and management methodology?
The two service management processes are- Availability Management and IT Service Continuity Management
ITIL Availability Management aims at defining, analyzing, planning, measuring and improving all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles, etc are appropriate for the agreed availability targets.
IT Service Continuity Management (ITSCM) aims at managing risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.
Explain Service portfolio, Service catalogue and service pipeline.
Service portfolio – Defines services provided by service provider across all 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 required business outcomes at an appropriate level of investment.
Service Catalogue is the subset of Service portfolio. Services ready to be offered to customers is listed in the service catalogue. An IT service catalog sometimes called an IT service portfolio, is a list of available technology resources and offerings within an organization.
Service Pipeline 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.