Dear Readers, Welcome to ITIL Interview Questions and Answers have been designed specially to get you acquainted with the nature of questions you may encounter during your Job interview for the subject of ITIL. These ITIL Questions are very important for campus placement test and job interviews. As per my experience good interviewers hardly plan to ask any particular questions during your Job interview and these model questions are asked in the online technical test and interview of many IT companies.
Systematic approach to high quality IT service delivery.
Provides common language with well-defined terms.
ITIL provide flexible framework to develop service management model for organisation.
Hewlett - Packard ( HP ITSM Reference Model)
IBM ( IT Process Model )
Managing services as a portfolio is a new concept in ITIL V3
Service Catalogue Management was added as a new process in ITIL V3
Service management is a set of specialized organizational capabilities for providing values in the form of service.
The act of transforming recourses into services is the core of service management
Continual Service Improvement
How to design, develop and implement service management for organization is define under service strategy.
Ø What are we going to provide?
Ø Can we afford it?
Ø Can we provide enough of it?
Ø How do we gain competitive advantage?
How to design develop services and service management and converting service objective in to range of services.
Ø How are we going to provide it?
Ø How are we going to build it?
Ø How are we going to test it?
Ø How are we going to deploy it?
How to implement services in production as per design services.
Ø Coordination and managing of the process
Ø Build, test and deploy a release in to production.
How to manage service on an ongoing basis to ensure their objectives are achieved.
Service operation is responsible for all ongoing activates required to support and deliver services.
Continues evolution of service and identify ways to improve services.
Service Management is transforming recourses into valuable services.
Process is a set of activates designed to achieve a definite objective.
Input >> Process >> output.
Process is closed loop.
Define the market.
Define services and potential customers.
Develop the offerings.
Design the service.
Develop strategic asset.
Develop service as strategic asset
Prepare for executions.
Implement the service.
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 catalogue.
Service Pipeline Is consist of services under development.
In service portfolio services which are not in use/outdated due to existing Internal/External constrain are called retired services.
Investment of some resource yielding a benefit to the investor.
Return on investment (%) = Net profit / Investment × 100
Design new or changed service for introduction in to live environment .
1 Improve Quality of service.
2 Effective services.
3 Improve decision making.
Business service catalogue is as per customer view .It is maintain for each business unit.
Technical service catalogue contain information about all IT services.
The goals of SLM as defined by ITIL are to maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting upon IT service achievements and instigation of actions to eradicate inadequate service in line with business or cost justification. Through these methods, a better relationship between IT and its Customers can be developed.
Availability Managements ensures level of service availability.
Proactive availability management.
Reactive availability management.
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
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 authorized, prioritized, planned, tested, implemented, documented, reviewed and recorded in control manner.
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 .
These changes are due to operational level changes in process .manage by operation staff .
SKMS store the knowledge.
Experience of staff
Records secondary information
Information about suppliers and partners
Configuration management database
Configuration management system
Service desk system
Known error database
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.