ITIL Interview Questions

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1. What is ITIL?

The Information Technology Infrastructure Library (ITIL) may be a framework of best practices.  ideas inside ITIL support info technology services delivery organisations with the design of consistent, documented, and repeatable or customize the processes to improve service delivery to the business.

[ Related Article - What is ITIL Certification? ]

2. ITIL framework consists of which processes?

Service Support:

• Service Desk
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Release Management

Services Delivery:

• Service Level Management
• Capacity Management
• Availability Management
• Financial Management
• IT Service Continuity Management

3. Explain one benefit of ITIL?

To the quality and the costs of the IT services can be controlled more efficiently.

4. What are the benefits of implementing a service desk?

• Increased first call resolution
• Improved tracking of service quality
• Improved recognition of trends and incidents
• Employee satisfaction
• Skill based support
• Rapidly restore service
• Improved incident response time
• Quick service restoration

5. What Processes are utilized by the Service Desk?

Workflow and procedures diagrams

[ Related Article - Why to Switch JIRA Service Desk? ]

6. What is the objective of Incident Management?

Minimize the disruption to the business. and restoring service operations to agreed levels as quickly as possible.

7. What are the Benefits of an Incident Management Process?

• Incident detection and recording
• Classification and initial support
• Investigation and diagnosis
• Resolution and recovery
• Incident closure
• Incident ownership, monitoring, tracking and communication
• Repeatable Process

8. What is the goal of Problem Management?

The object of problem management is to the resolve root cause of incidents, to reduce the adverse impact of incidents and problems on the business and secondly to prevent recurrence of incidents related to these errors.

9. What’s the difference between problem and known error?

A `problem’ is associate degree unknown underlying explanation for one or additional incidents, and a `known error’ could be a downside that's with success diagnosed and that a workaround has been known. the result of well-known error could be a request for modification (RFC).

10. When can the KE known error be closed?

When a review of the change has to lead to a satisfactory result.

11. What is the purpose of Problem Management?

• Identify potentially recurring incidents
• Determine the root cause
• Take steps to prevent the incidents from reoccurring.

12. What are the Phases in the overall Problem Management Process?

• Detection and Logging
• Prioritization and Planning
• Investigation and Diagnosis
• Resolution

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13. Which ITIL process controls the flow of incident information?

Incident Management

14. When must a Post Implementation Review take place?

After every change.

15. What are IT Service Continuity Management responsibilities?

• Analyzing risks.
• Testing back-out arrangements.
• Drawing up back-out scenarios.

16. Which ITIL process helps to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?

Configuration Management.

17. Explain Deming quality circle steps must to ensure good performance?

 Plan-Do-Check-Act

18. Who is responsible for result of the process?

Process owner

19. Explain  difference between a process and a project?

the process is continuous and has no end date.The project is has a finite lifespan.

20. What is the basis of the ITIL approach to service management?

Interrelated Activities.

21. Explain Classification?

Its the process of formally grouping Configuration Items (CI) by type, for example, hardware, software, accommodation, people and document. business processes external services and it takes place immediate after recording and registering an incident.

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RFCs resulting from known errors.

23. How Availability Management’s manage the availability plan for current and future?

By using an emergency power provision

24. What’s the importance of a service desk?

• The Service Desk is critically important as the very first contact with the organization’s users have with IT Services.
• This department also distributes information to the users.
• It has responsibility for tracking and monitoring an incident also.

25. What is incident management process? Examples?

Incident Management is an a IT service management  process area.

Its an objective is to restore a normal service operation as to quickly as possible

Incidents should be classified as they are in the record,

Examples:

• Application
• Service not available
• Application bug
• Disk-usage threshold exceeded
• Hardware
• System-down
• Automatic alert
• Printer not printing

26. What is Proactive problem management?

Finding to the potential problems and errors in an IT infrastructure before they cause incidents.

27. What’s the difference between Incident, Problem and Known Error?

The incident => incident is an event that is not part of the standard operation.

Example no frees space on a user’s hard disk.

Problem => is the problem is the unknown underlying cause of one or more incidents. Incident can never become a problem.

Known Error => incident or problem for which the root cause is known and for which a temporary workaround or permanent alternative has been identified.

Request for Change is needed the order to fix the known error.

28. What’s the plan for Desktop roll-out projects?

• Evaluate
• Plan
• Build
• Deploy
• Operate

29. Which is the activity in the problem management process is responsible for generating Requests for Change (RFC)?

One of the tasks of downside Management. Error management encompasses distinguishing, recording, classifying and progressing celebrated Errors.

30. Which ITIL process is responsible to identify the cause?

Problem Management.

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