Information Technology Infrastructure Library (shortly called ITIL) is a set of detailed guidelines for IT service management (ITSM) that focuses on streamlining IT services with business requirements. The IT sector is dynamic and constantly modifies the structure and methods of its services. As a result, it makes it hard for professionals to provide top-quality services continually. ITIL assists professionals in overcoming these problems.
So, what led to an IT services management revolution?
It’s the ITIL framework, of course!
There is significant demand for ITIL-certified IT experts, with firms seeking to improve the delivery and service of their projects through the application of best practices. Following an ITIL v4 certification course, it is always ideal for advancing your competitiveness and increasing your prospects for a better career. However, you must also be able to crack an interview to enable this professional path. Here are the frequently asked ITIL interview questions to assist you in preparing for your upcoming ITIL interview.
ITIL interview questions to look over
Q1. What is ITIL®?
Ans. ITIL refers to a range of ITSM strategies that helps to harmonize IT services with business requirements in line with current market trends. As a result, it assists companies in getting a competitive advantage.
Q2. What are the processes that constitute ITIL?
Ans. Five service publications in ITIL are:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Q3. What are the benefits of ITIL?
Ans.
- A successful IT-business alignment
- Develop a client relationship and focus on customer satisfaction through service delivery
- Efficient via improving the use of resources
- Better business risk management and disruption of service
- Supports constant and sudden business change
Q4. List the objectives of Incident management?
Ans. The goals of incident management are:
- Incident management ensures effective reaction, incident reporting, analysis, continued surveillance, and documentation of the regulated techniques.
- Advance interaction of incident management with IT personnel.
- Align the activities and priorities of incident management properly.
- Manage IT-service quality user satisfaction.
Q5. What are the stages of incident management in ITIL?
Ans. Incident management is the lifecycle management process for reported incidents. It consists of several actions to settle the issues and document them.
Q6. What is an SLA?
Ans. A service level agreement, in short SLA, is a commitment between the internal or outside service provider to the end-user. It is the degree of service that the service provider assumes.
Q7. What are the purposes of Service Transition?
Ans.
- Ensure the management, operation, and support of a service.
- Provide quality understanding on the management of change, release, and deployment
- Plan and manage the requirements of capabilities and resources to manage a release.
- Provide guidelines on transfer of customer and service provider control
Q8. What is a Service Desk?
Ans. The IT service desk is crucial to IT services management. A service desk can be created using the help desk or ticketing solution software to administer services based on the tickets created. A web-based service desk supports the ITIL framework for IT Service Management that is used to quickly and flexibly execute the ITIL framework.
Q9. What is a service request?
Ans. A service application is a formal user application for certain types of services, software, and hardware. A service request is usually something the user needs but does not, like a printer or a laptop. Often, things already approved are included. For instance, if it is a business policy that all staff have access to CRM in the cloud and if a marketing department files an access request, then no more approval is required. The IT helpdesk can quickly meet this requirement.
Q10. List the essential features of ITIL?
Ans.
- It uses one language or terminology.
- It covers responsibilities, functions, and processes.
- They are focused entirely on IT.
- ITIL pledges to deliver excellent work continually
- Optimization of existing activities
Q11. What is change management?
Ans. Change management is a group of individuals that detect and accept possible software modifications. It provides for an evaluation of the key changes that will likely take place in the future. By management, it means that the changes do not negatively impact the system.
Q12. What is CSI in ITIL?
Ans. CSI is a continuous service improvement. It’s the last stage in the ITIL cycle. In this phase, all IT service providers’ services are thoroughly examined to identify any areas which need to be improved or amended.
The Service Operations stage is primarily committed to achieving end-user expectations, maintaining the cost balance, and identifying potential problems. It ensures that all IT services are recovered from any service issue in the continuous service improvements stage. It helps companies and organizations to analyze the situation efficiently and so prioritizes the recovery of the business.
Q13. Explain event management in ITIL?
Ans. Management of events is used to assure constant compliance with configuration items and services. It is also suitable for filtering and categorizing events for certain activities.
Q14. Mention the fundamental distinction between change requests and service requests?
Ans. A change request is a proposal to modify a particular system or product. For example, during the submission of a service application, the user requests access to IT services and changes.
Q15. Explain CSI in ITIL?
Ans. CSI or Continued Service Improvement is the last stage in the ITIL lifecycle. In this phase, IT services are assessed to determine the opportunities for improvement within the IT service provider.
Conclusion:
ITIL offers a wide range of techniques that help companies improve their business services globally by boosting customer happiness and reducing costs. Read this top ITIL interview question article to clear your interview with one shot if you want to start your ITIL profession.
You indeed rock the interview if you take these ITIL interview questions. Do you know what helps during the interview with ITIL? It is an ITIL certification program! And you can take ITIL 4 training and certification at a minimum cost, and you will be delighted to know it! So grab this, be sure, and begin your path to ITIL!