Most Frequently asked 20 Top ITIL Interview Questions and Answers for freshers and experienced pdf
1. What is ITIL ?
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.
2. ITIL based models adopted by organization .
Microsoft MOF
Hewlett - Packard ( HP ITSM Reference Model)
IBM ( IT Process Model )
3. Difference between ITIL v3 and v2.
Managing services as a portfolio is a new concept in ITIL V3
Service Catalogue Management was added as a new process in ITIL V3
http://wiki.en.itprocessmaps.com/index.php/Comparison_between_ITIL_V3_and_ITIL_V2_-_The_Main_Changes
4. 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 recourses into services is the core of service management
5. Explain ITIL service Life cycle model .
Service Strategy
Service Design
Service Transition
Service Operation,
Continual Service Improvement
6. Define Service strategy?
How to design, develop and implement service management for organization is define under service strategy.
=> What are we going to provide?
=> Can we afford it?
=> Can we provide enough of it?
=> How do we gain competitive advantage?
7. Define Service Design?
How to design develop services and service management and converting service objective in to range of services.
=> How are we going to provide it?
=> How are we going to build it?
=> How are we going to test it?
=> How are we going to deploy it?
8. Define Service transition.
How to implement services in production as per design services.
=> Coordination and managing of the process
=> Build, test and deploy a release in to production.
9. Define Service operations
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.
10. What is continues service improvement (CSI)?
Continues evolution of service and identify ways to improve services.
11. Define Service Management?
Service Management is transforming recourses into valuable services.
12. What is Service process management Process?
Process is a set of activates designed to achieve a definite objective.
Input >> Process >> output.
Process is closed loop.
13. Explain Service strategy process?
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.
14. Explain Service portfolio, Service catalogue and service pipeline.
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.
15 Explain Retired services.
In service portfolio services which are not in use/outdated due to existing Internal/External constrain are called retired services.
16. Return on Investment?
Investment of some resource yielding a benefit to the investor.
Return on investment (%) = Net profit / Investment × 100
17. Explain Service Design?
Design new or changed service for introduction in to live environment .
1 Improve Quality of service.
2 Effective services.
3 Improve decision making.
18. Types of service catalogue?
Business service catalogue is as per customer view .It is maintain for each business unit.
Technical service catalogue contain information about all IT services.
19. What is Service level Management?
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.
20. Explain the availability Managements?
Availability Managements ensures level of service availability.
Proactive availability management.
Reactive availability management.
1. What is ITIL ?
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.
2. ITIL based models adopted by organization .
Microsoft MOF
Hewlett - Packard ( HP ITSM Reference Model)
IBM ( IT Process Model )
3. Difference between ITIL v3 and v2.
Managing services as a portfolio is a new concept in ITIL V3
Service Catalogue Management was added as a new process in ITIL V3
http://wiki.en.itprocessmaps.com/index.php/Comparison_between_ITIL_V3_and_ITIL_V2_-_The_Main_Changes
4. 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 recourses into services is the core of service management
5. Explain ITIL service Life cycle model .
Service Strategy
Service Design
Service Transition
Service Operation,
Continual Service Improvement
6. Define Service strategy?
How to design, develop and implement service management for organization is define under service strategy.
=> What are we going to provide?
=> Can we afford it?
=> Can we provide enough of it?
=> How do we gain competitive advantage?
7. Define Service Design?
How to design develop services and service management and converting service objective in to range of services.
=> How are we going to provide it?
=> How are we going to build it?
=> How are we going to test it?
=> How are we going to deploy it?
8. Define Service transition.
How to implement services in production as per design services.
=> Coordination and managing of the process
=> Build, test and deploy a release in to production.
9. Define Service operations
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.
10. What is continues service improvement (CSI)?
Continues evolution of service and identify ways to improve services.
11. Define Service Management?
Service Management is transforming recourses into valuable services.
12. What is Service process management Process?
Process is a set of activates designed to achieve a definite objective.
Input >> Process >> output.
Process is closed loop.
13. Explain Service strategy process?
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.
14. Explain Service portfolio, Service catalogue and service pipeline.
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.
15 Explain Retired services.
In service portfolio services which are not in use/outdated due to existing Internal/External constrain are called retired services.
16. Return on Investment?
Investment of some resource yielding a benefit to the investor.
Return on investment (%) = Net profit / Investment × 100
17. Explain Service Design?
Design new or changed service for introduction in to live environment .
1 Improve Quality of service.
2 Effective services.
3 Improve decision making.
18. Types of service catalogue?
Business service catalogue is as per customer view .It is maintain for each business unit.
Technical service catalogue contain information about all IT services.
19. What is Service level Management?
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.
20. Explain the availability Managements?
Availability Managements ensures level of service availability.
Proactive availability management.
Reactive availability management.
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