07 October, 2020
ITIL Interview Questions and Answers is a comprehensive guide to help you pass your ITIL interview. The guide covers all the essential topics and provides tips and tricks to help you stand out from the competition. It is essential that you understand the key concepts and principles of ITIL before you interview for a job in this field.
Most frequently asked ITIL Interview Questions
Ans: 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.
Ans: The quality and the costs of the IT services can be controlled more efficiently.
Ans: Incident Management
Ans: Configuration Management.
Ans: Interrelated Activities.
Ans: 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,
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Ans: By making a knowledge database available, it contributes. To a higher solution percentage of first-line support.
Ans: When the cause of the problem is known.
Ans: ISM ensures the protection of information, the system provided by IT services to end-users. Information Availability right information to right person Confidentiality discloses information to valid users Integrity Maintain integrity.
Ans: Availability Managements ensures the level of service availability.
Ans: 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.
Ans: Continues evolution of service and identify ways to improve services.
Ans: To manage and control the process it should be monitor and measure. Four metrics for performance measurement
Ans: RACI Model clearly defines roles.
|Responsible||Person responsible to get the job done|
|Accountable||person accountable for each task|
|Consulted||people who are consulted|
|Informed||People who are informed on the progress|
Ans: 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.
Ans: 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.
An agreement for all the customers 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 different levels, each addressing a different set of customers for the same services, in the same SLA.
Ans: CMS is a set of tools and databases that are used to manage IT service provider configuration data.
Ans: 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.
Ans: 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.
|Related Article: "ITIL Tutorial"|
Ans: An SDP is produced for each new IT service, major change, or IT service retirement.
Ans: If a release fails you need to roll back your changes. A back-out plan will outline your plan on how to roll back.
Ans: A contract is a legally binding agreement between two parties. Supplier Third part responsible for supplying goods or services.
Ans: Support the business continuity management process. Ensure Its services will be resumed within a defined time frame.
Ans: The two service management processes are- Availability Management and IT Service Continuity Management
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