25+ BEST ITIL Interview Questions & Answers [ TO GET HIRED ]
ITIL Interview Questions and Answers

25+ BEST ITIL Interview Questions & Answers [ TO GET HIRED ]

Last updated on 04th Jul 2020, Blog, Interview Questions

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An extensively used framework for IT service management (ITSM) is called ITIL (Information Technology Infrastructure Library). It offers a collection of best practices and recommendations for effectively managing IT services in order to satisfy client needs and achieve organisational goals. Service strategy, design, transfer, operation, and continuous improvement are just a few of the areas that ITIL addresses in relation to IT service management.

1. What is ITIL?


ITIL, an abbreviation for Information Technology Infrastructure Library, is a body of detailed guidelines for ITSM that prioritizes aligning IT services with business needs. The techniques and service structure of the IT business are constantly changing, making it a dynamic field. Professionals find it challenging to provide high-quality service consistently because of this. ITIL assists professionals in overcoming these challenges. The entire lifecycle of IT services, including planning, delivery, maintenance, and selection, is made more uniform by the ITIL framework. 

2. What advantages does ITIL offer?


  • Provides accurate job definitions;
  • Offers optimal service management methods
  • Coordinates business and IT
  • Provides dependable and practical services.
  • Better customer experiences
  • Increased success in service delivery
  • Enhanced, cost-effective resource utilization
  • Comprehensive visibility of IT costs and assets
  • Increased capacity to manage business risk and service disruption or failure and support for ongoing business change in order to maintain a stable service environment.

3. What characteristics does ITIL offer?


  • Based on a single language/terminology
  • Service desk capabilities
  • Knowledge-centred support
  • Delivers consistent quality
  • Data integration capabilities
  • Strong process automation capabilities
  • Deployment flexibility

4. Which ITIL stages are crucial?


The crucial ITIL phases are as follows:

Service strategy: Service strategy helps clients understand the benefits of using market-driven methods to ensure that routine tasks are completed successfully.

Service design: This stage ensures that the service will be rendered at the designated time, place, and expense.

Service Transitions: The objectives of the service transition process include developing and executing IT services as well as making sure that service management protocols and services are in sync.

Service Operations: Meeting end-user expectations, controlling expenses, and spotting potential issues are the main goals of this ITIL stage.

5. List the seven steps that continuous service improvement entails.


  • Determine the focus to increase
  • Understand what to measure
  • Gather the required data
  • Process the data;
  • Analyze the data as well as the information
  • Apply the information appropriately.
  • Put the significant upgrades into practice.

6. What levels of service management protocols are there?


The following are the service management metrics levels:

Progress: You must supervise the development of continuing service activities.

Compliance: This primarily relates to adhering to market norms and industry trend practices.

Effectiveness: This measure contributes to maintaining the efficacy of the services.

Efficiency: Encourages maintenance of services and operational effectiveness

7. In what ways are BCP and ICT related?


In ITIL, Information and Communication Technology (ICT) and Business Continuity Planning (BCP) are interlinked components crucial for ensuring the resilience of IT services. ICT encompasses a diverse range of technologies supporting information processing and communication within an organization. BCP, on the other hand, is a set of processes aimed at maintaining critical business functions during disruptions

8. What is the Agreement at the Operational Level?


An Operational Level Agreement (OLA) in ITIL is a documented agreement that defines the specific responsibilities and expectations between internal support groups or teams within an organization. OLAs are crucial for ensuring effective collaboration and coordination between different operational units. They typically outline the roles, responsibilities, and performance metrics for each participating team, establishing a clear framework for delivering and supporting IT services.

9. Describe the procedures used in the service design process


  • Design coordination
  • Service level management
  • Service catalog management
  • Availability management
  • Capacity management
  • Information security management
  • IT service continuity management
  • Supply Management

10. What is noteworthy distinguishing ITIL v2 from v3?


Aspect ITIL v2 ITIL v3
Structure Nine separate books Consolidated into five core volumes
Lifecycle Approach Not explicitly defined Introduced the Service Lifecycle
Service Design Limited guidance on designing services Comprehensive guidance on service design
Continual Improvement Less structured approach to improvement Structured approach with Deming Cycle

11. Define Balanced ScoreCard (BSC).


A Balanced Scorecard (BSC) in ITIL is a strategic performance management tool that provides a comprehensive and balanced view of an organization’s key performance indicators (KPIs) across various perspectives. In the context of ITIL, the BSC aligns IT service management with business objectives.

It includes four perspectives:

  • Financial,
  • Customer,
  • Internal processes,
  • Learning and growth.

12. What is the best way to characterize Continuous Service Improvement (CSI)?


The easiest way to define Continuous Service Improvement (CSI) is:

• Adhering to the specified seven-step plan for improvement, which includes methods and tools to guarantee ongoing progress

• Ensuring that the effectiveness and quality of services have gradually improved

• Constantly developing Key Performance Indicators (KPIs) for successful and efficient change management; monitoring customer satisfaction with provided services; and discussing outcomes with them.

13. What is a service desk?


IT The foundation of IT service management is the service desk. It serves as the only point of contact between the many users inside a business and the IT team. As a result, in the event that there is a disruption, incident, or modification to the hardware or software, the Service Desk steps in. Administrators can control services according to the kind of tickets that are generated by using the help desk or ticketing solution that service desks have. 

According to the ITIL 4 edition, the Service Desk has four dimensions:

People and Organizations: This group consists of the service management team, which plans, runs, and modifies service offerings.

Information and Technology: An information system supporting the service desk should be in place.

Value streams and processes: Designed using protocols and workflows to provide the best possible response to problems and service requests

Suppliers and Partners: Other parties that are involved, like an external service desk.

14. Which level modifications are operational, tactical, and strategic?


Below is an explanation of the three levels at which adjustments can be directed:

Strategic level changes pertain to the course that a company is following in terms of its business strategy. Senior managers oversee and carry out changes at the strategic level.

Tactical alterations – These pertain to modifications in the current or new services that are necessary as a result of shifting the strategic orientation. Middle management is in charge of these modifications.

Operational changes: These arise from modifications in processes at the operational level, which are typically brought about by shifts in technology or services. The operation staff is in charge of them.

15: Is it applicable to other procedures in the company?


The business must be included in the ITIL® implementation endeavor since every IT activity has an impact on business processes.

Some businesses expand the approach to other business support domains, such as maintenance and manufacturing lines (mostly pharmaceutical industries), upon witnessing favorable outcomes.

16. In the V3 edition, what are the ITIL processes?


Service Strategy: This phase focuses on the importance of aligning IT services with the business’s strategic objectives.

Service Design: This stage emphasizes designing IT services, along with processes, policies, and documentation to meet current and future business requirements.

Service Transition: This phase manages changes to the IT service

environment, ensuring that changes are made with minimal risk and disruption.

Service Operation: This area focuses on the activities required to manage services on a day-to-day basis.

Continual Service Improvement (CSI): This final phase aims at improving services and processes based on performance analysis and feedback

17. In an ITIL-compliant Change Management process, who decides how to classify a proposed change?


In an ITIL-compliant Change Management process, the responsibility for categorizing a proposed change typically falls upon the Change Manager or Change Advisory Board (CAB). The decision to categorize a change is a crucial step in the change evaluation process, ensuring that changes are correctly assessed, prioritized, and managed according to their impact on the organization’s IT services.

18. Define SLA?


SLA Lifecycle

The term “Service Level Agreement” is SLA. A formal, written agreement that specifies the anticipated level of service between a service provider and its clients is called a service level agreement or SLA. It defines the scope, quality, and responsibilities of the service, including metrics such as response time, availability, and performance. SLAs serve as a crucial component of service management, providing a clear understanding of what customers can expect and enabling the service provider to meet agreed-upon service levels.

19. What are the three types of service level agreements (SLAs)?


A vendor service level agreement is an agreement between the vendor and you.

An internal service level agreement is between you and the internal customer.

An external customer and the service provider enter into an SLA.

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    20. Using a risk analysis and management technique, which two Service Management processes will they most likely employ?


    Service Strategy: Organizations create a strategy plan for IT service management during the Service Strategy phase of the ITIL. This entails comprehending the goals of the organization and coordinating IT services to help achieve them.

    Service Design: Service Design is another phase in ITIL where risk analysis and management methodologies are extensively employed. During the design of new or modified services, organizations need to consider potential risks that may arise in the implementation or operation of these services. In both Service Strategy and Service Design, the application of risk analysis and management methodologies contributes to the overall effectiveness of IT service management.

    21. What types of Knowledge Management Systems are there?


    • CMIS (Capacity Management Information System)
    • AMIS (Availability Management Information System)
    • KEDB (Known Error Database)
    • CMDB (Configuration Management Database)
    • DML (Definitive Media Library)
    • SKMS (Service Knowledge Management System)

    22. What connection exists between downtime, availability, and availability service time?


    The relationship between availability, availability service time, and downtime is crucial in evaluating the performance and reliability of IT services. Availability is often expressed as a percentage, representing the proportion of time a service is accessible within a specified timeframe. Availability service time is the complement of downtime, calculated by subtracting downtime from the total time in a given period. Therefore, as availability increases, downtime decreases, and vice versa.

    23. What is the Plan-Do-Check-Act (PDCA) cycle?


    An essential idea in ITIL (Information Technology Infrastructure Library) and other quality management frameworks is the Plan-Do-Check-Act (PDCA) cycle. It is a continuous improvement approach created to raise an organization’s process’ effectiveness and efficiency. The PDCA cycle is a never-ending loop that encourages an organization’s culture of constant development.

    24. Describe the PDSA cycle’s four stages.


    Plan: In this phase, objectives and processes are identified, and a plan for improvement is developed. This involves setting goals, defining strategies, and establishing the criteria for success.

    Do: The identified improvements are implemented, and changes are made to the processes or services as per the planned actions.

    Check: In this stage, the effects of the adjustments that have been made are evaluated. Data is gathered to assess if the intended results have been attained, and performance is evaluated in relation to the goals established during the planning stage.

     Act: Based on the evaluation in the Check phase, actions are taken to standardize and institutionalize successful changes. If the results are positive, the improvements are integrated into regular operations. If issues persist, further adjustments and refinements are made in subsequent cycles.

    25. What are change management’s seven pillars?


    • In change management, the seven Rs are:
    • Who altered the rise?
    • Why is the change being made?
    • What RETURN will the modification produce?
    • Will there be any risks if we implement the change or not?
    • What resources are needed to implement this change?
    • Who bears the responsibility for carrying out this change?
    • In what ways does this change relate to other changes?

    26. What kind of information is stored in a CMDB?


    A Configuration Management Database (CMDB), as defined by the ITIL, is a central repository that stores data on the configuration items (CIs) that make up an organization’s IT infrastructure.

    • Configuration Item Attributes
    • Relationships Between CIs
    • Change History and Documentation
    • Incident and Problem Management Data
    • Service Asset Information

    27. How do end users and consumers differ from one another?


    End-users and customers refer to distinct roles in the service delivery process. End-users are individuals who directly interact with and utilize the IT services provided, representing the ultimate consumers of those services. On the other hand, customers are entities or individuals who have a formal relationship with the service provider, often involving agreements or contracts. While end-users benefit from the services, customers may be internal departments or external entities that procure and negotiate service agreements.

    28. What distinguishes an emergency change from an expedited or urgent change?


    Expedite/Urgent Change and Emergency Change refer to different levels of urgency in the change management process. An expedited or Urgent Change is a planned change that requires faster implementation than the standard process allows but is not deemed an emergency. It involves a formal evaluation and prioritization based on business needs. On the other hand, an Emergency Change is an unplanned change initiated in response to an immediate and significant incident or problem, requiring immediate implementation to restore service.

    29. By CAB, what do you mean?


    The Change Advisory Board, or CAB, is an integral part of ITIL’s Change Management process. It is a cross-functional team tasked with examining, evaluating, and accepting or rejecting proposed modifications to IT services. The CAB is critical in ensuring that changes are aligned with corporate objectives, reducing risks, and preventing interruptions.

    30. What is a PIR?


    A post-implementation review, or PIR, is a review conducted following the implementation of a project or modification. Following the submission of a change request, the review determines if the modification was successfully implemented. Analyzing the final working solution guarantees that the organization benefits the most from the project and assesses if the project’s goals were realized. It also reveals how well the project was managed.

    Questions such as:

    How did the customers react to the change?

    Did the procedure result in an appropriate allocation of resources?

    Was the modification made in accordance with the budget?

    31. Describe the service catalog, service pipeline, and service portfolio.


    The Service Portfolio represents the complete set of services managed by a service provider. It is divided into three parts: the Service Pipeline, Service Catalogue, and Retired Services. The Service Portfolio provides a comprehensive view of all services, whether in development, active delivery, or retired.

    The Service

    Catalog is a subset of the Service Portfolio and includes

    services that are currently active and available for deployment. It serves as a customer-facing document that provides detailed information about each service, including its features, benefits, and associated costs.

    The Service

    The pipeline is part of the Service Portfolio that contains

    services currently in development or undergoing consideration for future

    deployment. It represents a forward-looking view of potential services that may be introduced to meet evolving business needs.

    32: How long does the Freeze last?


    The freeze period in ITIL refers to a specific time frame during

    which changes to the IT environment, particularly in terms of configuration and

    release management, are restricted or minimized. This restriction is imposed to

    ensure stability and minimize disruptions during critical business periods,

    such as peak operational times, major business events, or when implementing

    significant changes

    33: Can you explain what CSF is?


    In ITIL, a critical success factor (CSF) is an essential component or prerequisite that needs to be met in order for a project, process, or service to be considered successful. CSFs are crucial areas where performance, if successful, will guarantee an initiative’s overall success. To connect activities with company objectives and increase the possibility of attaining intended outcomes, ITIL requires identifying and focusing on CSFs.

    34. What does the term “data leakage” mean?


    A service, process, or project’s critical success factor (CSF) is an ITIL term describing an essential component or requirement that needs to be met in order for the endeavor to be considered successful. CSFs are crucial domains wherein efficacious execution is critical to guarantee the comprehensive triumph of an effort. In ITIL, identifying and concentrating on CSFs is essential in coordinating activities with organizational goals and increasing the probability of reaching intended results.

    35. Which elements play a part in data leakage?


    • Corrupt hard-drive
    • Human Error
    • Inadequate security control for shared drives
    • Malware
    • Misuse
    • Outdated data security
    • Physical theft of data
    • System misconfiguration
    • Technology error
    • Unprotected data backup

    36. How can data leaks be avoided?


    Since data leaking is a significant problem, an appropriate method must be developed to address it. Organizations use Data Loss Prevention (DLP) as a method to protect their data. Users are prohibited from sending sensitive or private information outside of the company network under this practice. To prevent users from purposefully or even unintentionally disclosing sensitive or confidential information, firms must differentiate between the rules that categorize such information.

    37. An XSS attack: what is it?


    The Change Advisory Board, or CAB, is an essential part of the ITIL Change Management process. It is a cross-functional team tasked with analyzing and deciding whether to accept or reject suggested modifications to IT services. In order to minimize risks, prevent interruptions, and make sure that changes are in line with company objectives, the CAB is essential.

    38. What kinds of cross-site scripting assaults are there?


    Three categories of XSS attacks exist:

    • A non-persistent cross-site scripting (XSS) attack in which the attacker-injected data is reflected in the response and is connected to the XSS vector
    • The most dangerous kind of attack is called persistent cross-site scripting (XSS) assault, in which the script starts running as soon as a user sees the page
    • A sophisticated kind of XSS attack known as a Document Object Model (DOM)–based attack occurs when a web application adds data to the DOM without doing any sanitization.

    39. What makes an information security policy crucial?


    Risk Mitigation: A framework for recognizing, evaluating, and reducing information security risks within IT services is provided by the policy.

    Compliance and Governance: An information security policy ensures adherence to legal and regulatory requirements.

    Confidentiality and Integrity: The policy sets clear expectations for maintaining the confidentiality and integrity of information

    Incident Response: In the event of security incidents, the policy provides guidelines for a structured and effective response.

    Customer Trust and Reputation: A robust information security policy enhances customer trust by demonstrating a commitment to safeguarding their sensitive information.

    40. What are the most popular workaround recovery options? Fast recovery


    • Gradual recovery
    • Immediate recovery
    • Intermediate recovery
    • Manual workaround
    • Reciprocal arrangements
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    41. What are the different service providers?


    The ITIL process involves the following service providers:

    Internal Service Provider (ISP): ISPs are a firm unit’s specialized resources that manage internal organization administration.

    External Service Provider (ESP): Organizations that offer IT services to customers outside of their market, industry, or business are known as ESPs.

    Shared Services Units (SSUs): These autonomous special units work in tandem with Internet service providers as an extension.

    42. What does Service Transition aim to achieve?


    The purpose of service transition is to ensure that a service can be operated, maintained, and managed.

    • It provides high-quality information on change management, deployment, and release.

    • It arranges and manages capacity and resource requirements.

    • Directions on how to transfer service provider control from clients are also provided by service transition…

    43. Distinguish between ITIL and COBIT? ITIL


     Information Technology Infrastructure Library is what it stands for.

    • Information Technology Service Management makes use of ITIL.
    • It lets you put the company’s policies into practice.
    • Service strategy, service design, service transition, service operation, and continuous service improvement are its five constituent parts.
    • ITIL is a bottom-up methodology that prioritizes IT service management.


    The term COBIT

    • Refers to Control Objectives for Information and Related Technologies.
    • Information and technology integration is accomplished using COBIT.
    • It makes it possible for us to determine rules for conducting business.
    • Control objectives, frameworks, management standards, maturity models, and process descriptions are some of its primary constituents.
    • COBIT is a top-down methodology that prioritizes IT services.

    44. What goals does incident management seek to achieve?


    The following are the goals of incident management:

    • To guarantee that standardized techniques and protocols are applied for incident reporting, documentation, analysis, and ongoing management in a timely and effective manner.

    • Make incidents more visible and easier to communicate to business and IT support personnel.

    • Align the business’s priorities and incident management actions.

    • Control user contentment with the caliber of IT services

    45. What is the ITIL Incident Management process?


    The following are the primary process steps in incident management:

    • Identification 
    • Logging
    • Categorization 
    • Prioritization 
    • Response

    46. What is the objective of ITIL’s Problem Management?


    Within ITIL, the goal of problem management is:

    • Identify incidents that may recur
    • Avert service interruptions
    • Identify the underlying reason
    • Ensure that service availability is met
    • Take measures to stop the incident from happening again
    • Boost employee productivity and efficiency
    • Improve user happiness

    47. What steps make up the Problem Management Process?


    The steps include:

    1. Problem detection

    2. Problem categorization and prioritization

    3. Investigation and diagnosis

    4. Finding a workaround

    5. Known error record creation

    6. Resolution

    7. Problem closure

    8. Review

    48. What goals does IT Service Continuity Management (ITSCM) seek to achieve?


    Ensure Service Availability: The primary goal is to ensure that critical IT services are available and can be rapidly restored in the event of a disruption, minimizing downtime and impact on business operations.

    Risk Management: Identify and recognize threats that may affect IT services. Develop risk-mitigation measures as well as preparations for responding to and recovering from disruptive occurrences.

    Business Impact Analysis (BIA): Conduct a thorough analysis to understand the impact of disruptions on the business. This involves identifying critical services, dependencies, and the financial and operational consequences of service unavailability.

    49. In ITIL, what do you mean by event management?


    Event Management, as defined in ITIL, is the process of methodically gathering, evaluating, and responding to events in an IT environment. In this context, an event is defined as any measurable occurrence that has an impact on IT infrastructure management or service delivery. Event management is the proactive monitoring of the IT infrastructure in order to discover and recognize events. Notifications, alerts, and other signs of a change in status or behavior can all be considered events.

    50. What makes a project different from a process?


    Nature and Purpose:

    Process: A process is a set of interrelated or interacting activities that transfer inputs into outputs. ITIL processes are ongoing and repetitive, focused on the day-to-day activities involved in managing and delivering IT services.

    Project: A project, on the other hand, is a temporary endeavor with a specific goal, scope, and timeframe. Projects are unique, and once the goal is achieved, the project is closed.


    Process: Processes are continuous and have no defined end date. They are part of the ongoing operations within the IT service management framework.

    Project: Projects have a fixed beginning and finish date. They are transitory and are conducted to attain a specific goal within a set timeframe.

    51. What duties fall under the purview of the ITIL Service Desk?


    The responsibilities of the ITIL Service Desk are:

    • Incident logging, categorization, and prioritization
    • Resolving the incident 
    • Examining incidents 
    • Incident management reporting

    52. Describe the four prerequisites for ITIL service management.


    The ITIL Service Management’s four Ps are as follows:

    Humans: Employees in the IT sector carry out the ITIL Service Management processes and procedures.

    Procedures: It entails assessing the organization’s capacity to carry out the procedures.

    Products: Products are the instruments that IT support employees use to put ITIL procedures into practice.

    Partners: In order for services to function properly, every in-house or outsourced IT organization has partners.

    53. What is the model of RACI?


    One method for determining roles and responsibilities is the RACI model. It aids in preventing misunderstandings regarding roles and duties throughout a project. RACI consists of:

    Accountable: Those who carry out the necessary labor to complete the mission. They are given responsibilities to finish a specific assignment.

    Accountable: The individual who bears responsibility for wholly and accurately accomplishing a specific duty.

    Consulted: The teams or individuals who offer advice and are consulted on the project. (Dialog in both directions)

    Informed: Individuals who receive updates on the task’s advancement. (Unidirectional communication)

    54. What is Configuration Management used for?


    Configuration Management facilitates the systematic identification of all configuration items (CIs) within the IT infrastructure, including hardware, software, documentation, and related components. This process ensures a comprehensive understanding of the configuration baseline. It provides a structured approach to change control by documenting and managing changes to configuration items. This helps maintain a clear record of modifications, ensuring that only authorized changes are implemented and mitigating the risk of unintended disruptions.

    55. What distinguishes proactive problem-solving from reactive problem-solving?


    Proactive problem resolution in ITIL entails recognizing and addressing potential issues before they turn into significant events. It focuses on identifying trends, patterns, and known faults in order to prevent future disruptions. This approach aims to enhance service stability and reliability by implementing preventive measures and continuous improvement initiatives.

    Reactive problem solving in ITIL responds to incidents and issues as they occur, aiming to restore services to regular operation swiftly. It involves incident resolution, often through workarounds or quick fixes, to minimize downtime and impact on users. Reactive problem management focuses on addressing immediate symptoms rather than identifying and eliminating root causes.

    56. What distinguishes an incident from a problem?


    Incident management aims to restore regular service operations as soon as feasible following an unforeseen incident. It seeks to minimize the impact on corporate operations. Problem management, on the other hand, is concerned with finding and resolving the underlying cause of reoccurring problems in order to prevent them from occurring again. While incidents are service interruptions, problems are the underlying issues that cause them.

    57. In ITIL, what is a “change request”?


    A ‘change request’ in ITIL refers to a formal proposal to modify a configuration item (CI) within the IT infrastructure. It is a document that outlines the details of the proposed change, including its scope, impact, and implementation plan. Change requests undergo a formal evaluation and approval process to ensure that changes are implemented in a controlled and managed manner, minimizing risks and disruptions.

    58. Can you define “service request”?


    A ‘service request’ in ITIL is a formal user request for information, advice, a standard change, or access to a service. Unlike incidents, service requests are routine and do not represent disruptions to normal service operations. Service requests are typically handled through predefined and streamlined processes, ensuring efficiency in fulfilling user needs.

    59. What distinguishes a service request from an incident?


    An incident is an unplanned disruption to a service, causing an impact on normal operations. It represents a deviation from the expected service levels. On the other hand, a service request is a formal user request for information, advice, or a standard change that does not involve a disruption. While incidents require resolution, service requests involve fulfilling predefined and routine user needs.

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    60. What is the services version of the ITIL Lifecycle Model?


    The ITIL Lifecycle Model for services consists of five stages: Service Strategy, Service Design, Service Transition, Service Operation, and continuous service Improvement. Each stage corresponds to a phase in the service lifecycle, guiding organizations in the development, deployment, and ongoing improvement of their services.

    61. List the ITIL models that most organizations use.


    Two commonly adopted ITIL models are ITIL v3 and ITIL 4. ITIL v3, the previous version, introduced the service lifecycle approach. ITIL 4 builds upon this framework, emphasizing a more holistic approach to service management with the Service Value System (SVS) and the Four Dimensions Model.

    62. Can you explain ISO/IEC 27002?


    ISO/IEC 27002 is a standard providing guidelines for information security management. In ITIL, it aligns with practices related to security and risk management. Organizations often integrate ISO/IEC 27002 principles into their ITIL processes to enhance the security of information and IT services, ensuring compliance with industry best practices and standards.

    63. Provide a few instances of web-based help desk applications.


    • BMC
    • CA service desk
    • Oracle Service Cloud
    • ServiceNow
    • SolarWinds Web Help Desk
    • Spiceworks Help Desk/Cloud Help Desk
    • Tivoli

    64. Which ITIL processes belong to the Service Strategy?


    • Business relationship management
    • Demand management
    • Financial management
    • Service portfolio management
    • Strategy management

    65. Which Service Design-related ITIL processes are included?


    Among the ITIL procedures used in Service Design are:

    • Availability Management
    • Capacity Management
    • Design Coordination
    • Information Security Management
    • IT Service Continuity Management
    • Service Catalog Management
    • Service Level Management
    • Supplier Management

    66. Which Service Transition ITIL processes are included?


    Service Transition-related ITIL procedures include –

    • Change Evaluation
    • Change Management
    • Release and Deployment Management
    • Service Asset and Configuration Management
    • Validation and Testing
    • Transition Planning and Support

    67. Which Service Operation ITIL processes are included?


    Service Operations-related ITIL procedures include –

    • Access management
    • Event management
    • Incident management
    • Problem management
    • Service request fulfillment

    68. ITSCM and BCP: What are they?


    In ITIL, ITSCM (IT Service Continuity Management) and BCP (Business Continuity Planning) are integral components. ITSCM focuses on ensuring the continuous availability of IT services during disruptions, aligning with business needs. It involves risk assessment, planning, and implementation of measures to safeguard critical IT functions. On the other hand, BCP encompasses broader organizational strategies for sustaining essential business operations during unforeseen events, extending beyond IT. ITSCM specifically addresses IT service resilience, while BCP takes a holistic approach to business functions.

    69: What is information and communication technology?


    Information and Communication Technology is a comprehensive term covering all technologies used for information processing and communication within organizations. This includes hardware, software, networks, telecommunications, and other tools supporting information management. ICT plays a pivotal role in modern business operations, facilitating communication, data storage, and the efficient functioning of various processes, ultimately contributing to organizational success.

    70: Describe the meaning of a configuration baseline.


    A configuration baseline in ITIL is a predefined and documented reference point representing the configuration of a system or IT service at a specific moment. It includes the configuration items (CIs), their attributes, and relationships. Baselines serve as a foundation for configuration management, aiding in tracking changes and ensuring consistency.

    71. What Does ITIL Mean for Return on Investment?


    Return on Investment (ROI) in ITIL refers to the assessment of the financial benefits gained from implementing ITIL practices against the associated costs. It involves measuring the efficiency and effectiveness of IT service management processes in delivering value to the organization. ROI metrics in ITIL may include improvements in service quality, reduced downtime, and enhanced customer satisfaction.

    72. Define Service Value System.


    The Service Value System explains how the organization’s various parts and operations work together as a system to produce value.

    The SVS is made up of components, outputs, and inputs that are pertinent to service management. Opportunity and demand are the main inputs, and the value of the goods and services is the output.

    Opportunities: Ways to enhance the company or provide value for stakeholders.

    Demand: The desire of both internal and external customers for goods and services.

    73. What is the Supplier Management objective?


    All business procedures that handle a supplier’s whole lifecycle for an organization are collectively referred to as supplier management. Getting the most out of the money spent on suppliers and giving the company consistent, flawless quality service are the two critical goals of supplier management. The goals of supplier management are to:

    Ensure that all contracts and suppliers provide the best value for the money spent.

    Maintaining the database of supplier contracts; preserving the relationship with suppliers; negotiating and signing contracts with suppliers; creating and upholding a policy about suppliers.

    74. Distinguish between Utility and Warranty?


    Utility: A product or service’s ability to fulfill a specific requirement is what makes it worthwhile. It deals with “what the client gets” and is defined as “what the service does.” It is able to ascertain the “fitness” of a service.


    A warranty serves as confirmation that a good or service satisfies specified standards. The term “how the service performs” refers to warranty. It can judge a service’s “fitness for use.”

    Utility: A product or service’s ability to fulfill a specific requirement is what makes it worthwhile.

    75. What is Testing and Validation of Services? Give its process actions a name.


    Testing services during the Service Transition phase is referred to as “service validation and testing.” It guarantees that the newly deployed or altered IT service satisfies the requirements of the business and its design specifications. It can be used to ensure the quality of any service aspect at any point in the service lifecycle.

    The following are the process activities involved in service validation and testing:

    • Planning and designing tests
    • Validating test plans and designs
    • Managing and validating tests.
    • Setting up the testing environment
    •  Conducting the tests
    • Assessing the exit criteria and report
    • Cleaning up and closing the tests

    76. Which level modifications are operational, tactical, and strategic?


    Below is an explanation of the three levels at which adjustments can be directed:

    Strategic level changes pertain to the course that a company is following in terms of its business strategy. Senior managers oversee and carry out changes at the strategic level.

    Tactical alterations – These pertain to modifications in the current or new services that are necessary as a result of shifting the strategic orientation. Middle management is in charge of these modifications.

    Operational changes: These arise from modifications in processes at the operational level, which are typically brought about by shifts in technology or services. The operation staff is in charge of them.

    77. What advantages does ITIL offer?


    • Strengthens the business’s and IT’s alignment.
    • Increased client happiness and improved service delivery quality.
    • Lower expenses by the application of sophisticated resource usage.
    • The increased visibility of the company’s IT expenses and resources.
    • We have improved risk management for business and service interruptions.It offers a more stable service environment that is more suited to handle ongoing business changes.

    78. What’s the difference between an event, a problem, and a known error?



    Definition: An event in ITIL is any change of state that has significance for the management of an IT service or other configuration items (CIs) within the IT infrastructure


    Definition: A problem in ITIL is the cause of one or more incidents. It is an underlying issue that, if resolved, will prevent the recurrence of incidents.

    Known Error:

    Definition:  A known error in ITIL refers to an issue with a documented root cause and a workaround or remedy.

    79. What distinguishes a consumer from an end-user?



    An end-user in ITIL refers to an individual or group who directly interacts with the IT services provided by an organization. These individuals utilize the technology, applications, and systems to perform their daily tasks and achieve specific objectives within the business environment.


    On the other hand, a consumer is a broader term that encompasses both end-users and other entities that consume IT services. Consumers may include departments, teams, or even external entities that rely on the delivery of IT services to meet their operational needs and strategic goals.

    80. How does ITIL’s Release and Deployment Management process contribute to the efficient delivery of IT services?


    Release and Deployment Management in ITIL oversees the planning, testing, and implementation of new or modified services and releases into the live environment. It ensures that changes are introduced smoothly, minimizing the risk of service disruption. This process establishes clear procedures for packaging, testing, and distributing releases, promoting consistency and reliability in service delivery.

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    81. How does ITIL define the role of the Problem Management process, and why is it essential for IT service management?


    ITIL views Problem Management as

    the process responsible for identifying and addressing the root causes of recurring incidents. Its primary goal is to prevent incidents from happening in the first place. By analyzing patterns and trends, Problem Management aims to find permanent solutions, reduce the frequency of incidents, and enhance overall service stability.

    82. Which recovery options are most frequently used?


    The most popular recovery options are as follows:

    Quick recovery: This option for recuperation happens quickly—within a day, as the name implies. Another name for it is a hot standby.

    Intermediate Recovery: A few days are often needed for this kind of recovery. In this case, recovery could take three or four days. Since it used mirrored load balancing, it is known as a warm standby.

    Gradual Recuperation: This kind of healing could take a while. A few weeks may pass. However, this recovery phase will usually take up to 24 hours. Another name for it is a chilly standby.

    83. What does the Freeze period mean in ITIL?


    In ITIL, the term “Freeze Period” refers to a specific phase within the Change Management process. This period, also known as the “Change Freeze,” is a predetermined timeframe during which no changes or modifications are allowed to be implemented in the production environment. The primary purpose of the Freeze Period is to minimize the risk of disruptions or incidents during critical business periods.

    84. What is CAB?


    The Change Advisory Board (CAB) in ITIL is a vital component of the Change Management process. It is a group of individuals representing different stakeholders within the organization who are responsible for assessing and approving proposed changes to the IT environment. The CAB reviews change requests, considering their potential impact on services, infrastructure, and overall business operations

    85. How can the Total Cost of Ownership (TCO) of IT investments be reduced with the use of ITIL?


    Employees and IT expenditures consistently discover that they need to catch up on schedule. This occurs as a result of unscheduled work consistently taking precedence over planned activity. ITIL can assist a company in breaking this never-ending cycle, allowing staff members to concentrate on other departmental tasks and the total cost of ownership (TCO).

    86. Is there a cost and benefit trade-off?


    Modern portfolio theory states that there is a trade-off between return and risk. When all other things are equal, potential investors must be able to anticipate a more significant return in order to be drawn to a riskier investment that carries a higher chance of financial loss. Most of the time, the higher risk serves to scare away potential investors, keeping the returns on a particular investment low, even if there is no guarantee of higher returns on riskier assets. Bonds are the only investments that attempt to offer better yields for more risk, and even then, higher returns won’t be produced in the event that the issuing company defaults.

    87. An organization has implemented which ITIL-based models?


    The Microsoft Operations Framework (MOF) is a set of 23 documents that assist IT professionals in developing, putting into practice, and overseeing the management of effective and affordable services.

    The HP ITSM Reference Model from Hewlett Packard: This model is an essential tool that IT must implement for the successful development, implementation, and support of services in the e-world. It may be used to illustrate and describe a number of management processes, inter-process links, and business linkages.

    IBM (IT Process Model): This industry template lets you specify services and business processes that the entire organization shares. To assist core system renewal and integration projects, the software comprises a set of business process models and service descriptions.

    88. How do business continuity planning (BCP) and IT service continuity management (ITSCM) relate to one another?


    IT service continuity, which encompasses both IT disaster recovery planning and more extensive IT resilience planning, is a subset of business continuity planning. It also covers IT infrastructure components and services for data and voice communications. ICT disruptions and events are deliberately avoided, foreseen, and controlled. This strategy should result in a more resilient IT service capacity that is aligned with more extensive business needs.

    89. What is co-creation in business?


    In the business world, co-creation is a collaborative method whereby companies interact with their stakeholders, consumers, and perhaps even rivals in order to collaboratively create value.

     It entails making the most of the contributions and combined knowledge of a wide range of stakeholders to create goods, services, or solutions that more effectively address the changing demands and tastes of the market.

    90. What are the main components of a service design?


    Designing offers a holistic perspective that considers the four dimensions of services and their repercussions, as opposed to only offering a blueprint. Get, create, and build infrastructure components, including servers, storage, databases, and application platforms; provide or assist.

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