ITIL Interview Questions
A list of mostly asked SAS Interview Questions is given below:
1) What is ITIL?
ITIL is a short form of Information Technology Infrastructure Library. It is a set of comprehensive practices and guidelines that helps software developers provide the best IT services according to the current market trends and requirements. Additionally, it helps businesses establish a competitive environment and achieve their goals in the best possible way, including better plan, management, and deliveries.
2) Compare ITIL with COBIT.
We can compare ITIL with COBIT with the help of the following table:
3) What are some advantages of using ITIL?
The following are some advantages of ITIL:
4) What are the processes involved in ITIL Service life cycle model?
There are mainly five different processes involved in the ITIL Service life cycle model; they are:
5) Enlist the few benefits of ITIL.
The following are the significant benefits of ITIL:
6) Enlist the primary functions and responsibilities of the Incident management.
The following are the primary responsibilities of the Incident management:
7) What are some steps involved in the working of the Incident management system?
The following are the steps involved in the working of Incident management system:
8) What are the stages involved in incident management in ITIL?
Incident management is a process that is mainly beneficial in managing and handling the lifecycle of reported incidents. There are many stages involved in incident management to resolve and document the incidents properly. The following are the stages that must be carried out throughout the lifecycle of incident management:
9) What are some essential features of ITIL?
The following are some essential features of ITIL:
10) What is meant by SLA?
SLA is a short form of 'Service Level Agreement'. It is nothing but a proposal or an agreement signed between a service provider (includes internal or external both) and the end-user. The SLA consists of the different levels of services required by the service provider.
11) How many types of service level agreements are there?
There are three different types of service level agreements, such as:
12) Enlist a few responsibilities of problem management in context to ITIL.
The problem management in ITIL is mainly responsible for performing the followings:
13) What are the main steps involved in the problem management process?
The following are the steps involved in the problem management process:
14) What is the use of event management in ITIL?
The primary use of event management is to check configuration items and services and make sure that they are continually observed. Besides, event management can also filter and categorize events, which eventually helps to find any particular actions.
15) What are the different service providers involved in the ITIL process?
The following are the different service providers involved in the ITIL process:
16) What is defined by the term Known Error?
A Known Error is an identified problem that contains a recorded root cause and a solution. It mainly includes the followings:
17) What are the different knowledge management systems in ITIL?
The following are some main knowledge management systems:
18) What are the objectives of the IT service continuity management system?
The main objectives of the IT service continuity management system are:
19) Enlist a few benefits of the ITIL service desk implementation.
The following are the few benefits of the ITIL service desk implementation:
20) Name the processes that are utilized by the service desk.
The following are the processes that are utilized by the service desk:
21) What are some of the conditions to be followed to close any known error?
A known error can be closed when any of the following conditions occur:
22) What is the primary function of Configuration Management in ITIL?
The primary function of Configuration Management in ITIL is to receive, keep, manage, update and verify the data on IT assets and configuration in the organizations.
23) How will you differentiate a service request from a change request?
A service request is usually defined as the request formally submitted by the user to access IT services and change its standard. On the other hand, a change request is defined as the proposal to change any specific product or the entire system.
24) What is defined by the PDSA cycle? Also, explain its phases.
The term PDSA here is the short form of plan-do-check-act. It is a 4-step approach that is mainly used continuous improvements of any product or process in an enterprise. It is also known as the Deming cycle/wheel/circle.
The four phases can be explained as:
Plan: Analyzing and identifying the current problem.
Do: Developing the necessary solution for the problem.
Check: Testing a solution and checking how effectively it handles the problem. Additionally, finding other options that could be helpful in the improvements.
Act: Implementing the final solution.
25) Differentiate a project from a process in the context of ITIL.
A project is a limited time procedure in which work is done. Whereas, a process is continuous and does not include any specified end date.
26) Enlist the few responsibilities of an ITIL Service Desk.
The following are the few responsibilities of an ITL Service Desk:
27) Enlist three ITIL models that are widely adopted by an organization.
The following are the three ITIL models that are widely adopted by an organization:
28) How will you differentiate an end-user from a customer?
End-User: An end-user (also called an end-customer) is the one who directly receives and accesses the service or uses the service or a product.
Customer: A customer may or may not have the authority to select between products and suppliers.
29) How will you define an Incident and a Problem?
Incident: It is usually defined as an event that is not part of a standard process. In other words, it is the event that causes unplanned interruption or disruption to an IT service.
Problem: It is generally defined as the underlying cause of a conflict or chain of events.
30) How will you differentiate proactive problem management from reactive problem management?
The main function of proactive problem management is to stop incidents before happening by finding potential problems and IT infrastructure errors. On the other side, reactive problem management's main function is to identify and eliminate the main reasons of recognized incidents.
31) What is the primary function of ITIL Change Management?
Change management's primary function is to eliminate or reduce the risk in business processes and systems by establishing standardized procedures. It is one of the main tasks of the Change manager that is performed in an agile and effective manner. Additionally, it ensures that the projects satisfy their goals and essential requirements within the specified time and budget.
32) List down the Seven R's of Change Management.
The following are the seven R's of Change Management:
33) What is defined by the term PIR in the context of ITIL?
The term PIR is a short form of 'Post Implementation Review'. PIR in ITIL is usually defined as the identification and examination of the complete working process, along with the solution. The post-implementation review evaluates the implementation's effectiveness after the change request is implemented into the system. It is a free-form review report that is generally processed once the live running session of the project has been done.
34) What is the primary goal of Capacity Management? Also, list its sub-processes.
The primary goal of capacity management is to ensure that IT services and resources are appropriately sized to meet service level objectives for current and upcoming business needs in a cost-effective and timely manner.
Capacity Management has three following sub-processes:
35) What is meant by the term OLA?
The term OLA is a short form of 'Operational Level Agreement'. OLA is usually defined as the contract that emphasizes the different IT groups within the organization. This also defines how the various IT groups will design and deliver their services to support SLA (Service Level Agreement).
36) What are some commonly used Recovery options?
The following are the most commonly used Recovery options:
Fast Recovery: As the name suggests, this recovery option is speedy and takes place within 24 hours. It is also called a hot standby.
Intermediate Recovery: This type of recovery mode usually takes a few days. Here, recovery possibly takes three to four days. It is referred to as warm standby as it used mirroring load balancing.
Gradual Recovery: This type of recovery may take a relatively long time. It can take a few weeks. But, the time will always exceed 24 hours in this recovery mode. It is also called a cold standby.
37) What does the Freeze period mean in ITIL?
The freeze period is defined as the specific time within the development process, after which the methods required to make changes to the source code seems much more difficult.
38) What is defined by the term CAB?
The term CAB is a short form of 'Change Advisory Board'. CAB involves a different authoritative and representative group of professionals who mainly help in Change Management. The CAB people assist with assessment, authorization, prioritization, and scheduling of the requested and the necessary changes whenever required.
39) Define the following terms: Service pipeline, Service portfolio, and Service catalog.
Service Pipeline: It is defined as a listing of those services that are not yet ready and reside in the development mode.
Service Portfolio: It is defined as a listing of the comprehensive services offered by a service provider to the customers or shared throughout the entire market.
Service Catalog: It is defined as a listing of those services that have already been developed to be provided to the customers. It is known as the subset of the Service portfolio.
40) Define Expedite/Urgent Changes and Emergency Changes.
Expedite Change: It is a kind of change that meets a specified business or legal needs but does not relate to any restoring service.
Emergency Change: It is a kind of change that is taken care of on a priority basis. It is considered a top priority change in any organization that must be implemented as quickly as possible.