Interview Questions.

ITIL Foundation Interview Questions and Answers


ITIL Foundation Interview Questions and Answers

Q1. How does ITIL assist to lessen costs and decrease total value of possession (TCO) for IT investments?

Ans: IT investments and workforce usually locate that they smash their work timelines. This takes place since the unscheduled work always takes precedence over the work this is deliberate. ITIL can assist an enterprise stop this continuous cycle and can therefore, help personnel consciousness at the Total Cost of Ownership (TCO) and different activities of their branch.

Q2. Who makes a decision the categorization of a proposed alternate within an ITIL compliant Change Management process?

Ans: It is the task of Change Manager. A Change Manager will plays a key position in ensuring that the initiatives (exchange projects) meet their objectives inside timelines and stated budgets through increasing employee adoption and utilization. This character will attention at the human beings’s facet of alternate, together with adjustments to enterprise strategies, systems and era, job roles and company structures.

Q3. After a Change has been carried out, an evaluation is executed. What is this evaluation referred to as?

Ans: It is referred to as Post Implementation Review (PIR). PIR is an assessment and overview of the whole operating answer. It could be executed after a length of stay jogging, occasionally after the undertaking is completed.

The Post Implementation Review is used to evaluate the effectiveness of system improvement after the device has been in production for a selected duration (typically 6 months). It is a unfastened-form file, and no longer all sections are applicable or important to the final product. A description of the Post Implementation Review Report is continually connected.

Q4. What ITIL method ensures that the company is aware of new and converting generation?

Ans: Capacity Management is answerable for ensuring that the company is aware of new and converting technology. It is the discipline that exams and verifies that IT infrastructure is provided at the right time in the proper extent at a right fee with utmost performance.

This involves input from many regions of the enterprise to identify what offerings are (or could be) required, what IT infrastructure is needed to assist those offerings, what level of Contingency will be needed, and what's going to be the value of this infrastructure.

Q5. Suppose a Service Level Manager calls for affirmation in which the inner Service Desk can answer a certain percentage of calls inside 10 seconds. In what file might the Service Desk’s settlement to this requirement be recorded?

Ans: An operational level settlement (OLA) is a settlement that defines how numerous IT corporations inside a agency plan to deliver a carrier or set of offerings. OLAs are designed to deal with and resolve the problem of IT silos by using setting forth a selected set of standards and defining a particular set of IT offerings to be achieved by way of each branch.

It must be cited that the time period Service Level Agreement (SLA) is used in lots of companies whilst discussing agreements between two inner corporations. However, in keeping with Information Technology Infrastructure Library (ITIL) framework for first-class practices, this kind of inner agreement ought to is better called an Operational Level Agreement.

Q6. What two Service Management procedures will maximum in all likelihood use threat evaluation and control method?

Ans: The two service management techniques are- Availability Management and IT Service Continuity Management

ITIL Availability Management objectives at defining, analyzing, planning, measuring and improving all components of the provision of IT services. Availability Management is liable for ensuring that each one IT infrastructure, techniques, tools, roles, and many others are appropriate for the agreed availability goals.

IT Service Continuity Management (ITSCM) objectives at coping with dangers that would severely impact IT services. ITSCM guarantees that the IT carrier provider can always provide minimum agreed Service Levels, by way of lowering the danger from catastrophe activities to an acceptable level and planning for the healing of IT services. ITSCM ought to be designed to help Business Continuity Management.

Q7. Explain Service portfolio, Service catalogue and provider pipeline.


Service portfolio: Defines offerings furnished by means of provider company throughout all Market and all clients. The objective of ITIL Service Portfolio Management is to manipulate the carrier portfolio. Service Portfolio Management ensures that the provider issuer has the right mix of offerings to meet required enterprise results at an appropriate stage of funding.

Service Catalogue: is the sub set of Service portfolio. Services prepared to be supplied to clients is listed in carrier catalogue. An IT carrier catalog, on occasion referred to as an IT provider portfolio, is a list of to be had era sources and services within an agency.

Service Pipeline: includes services under development. It is a amazing opportunity to view the course of a service company’s boom as it discusses and includes the destiny offerings which can be presently under development by the service issuer.

Q8. What is the difference among ITIL v3 and v2?

Ans: The ITIL v2 library became organized in seven center books:

(i) Service Support.

(ii) Service Delivery.

(iii) ICT Infrastructure Management.

(iv) Planning to Implement Service Management.

(v) Application Management.

(vi) The Business Perspective.

(vii) Security Management.

On the other hand, ITIL v3 is now prepared into just five books:

(i) Service Strategy.

(ii) Service Design.

(iii) Service Transition.

(iv) Service Operation.

(v) Continual Service Improvement.

Basically the V2 technique areas had been logically grouped right into a phased lifecycle method.

In contrast to ITIL v2, ITIL v3 truly defines the roles and obligations in each manner and reasons the function of communique within the whole lifecycle.

Q9. What are the different understanding management structures?

Ans: Different knowledge management structures are:

CMIS (Capacity Management records machine): A Capacity Management Information Systemor CMIS is a collection of IT infrastructure utilization, capacity and performance statistics this is accrued in a regular way and saved in one or more databases. It is a single e book of document for all usage, potential, and overall performance records, complete with associated commercial enterprise, application and provider records. Any IT staffer who needs get entry to to capability management information can probably use a CMIS.

AMIS (Availability control records gadget): A digital repository of all Availability Management statistics, normally stored in a couple of physical places.

KEDB (Known error database): A Known Error is a problem that has a documented root cause and a Work round. Known Errors are managed for the duration of their lifecycle with the aid of the Problem Management procedure. The info of each Known Error are recorded in a Known Error Record saved inside the Known Error Database (KEDB).

CMDB (Configuration management database): A configuration management database(CMDB) is a database that contains all relevant data about the components of the records device used in an organization’s IT services and the relationships between the ones additives. A CMDB presents an prepared view of data and a method of examining that records from any preferred angle. Within this context, components of an facts machine are referred to as configuration items (CI). A CI can be any conceivable IT component, consisting of software program, hardware, documentation, and personnel in addition to any aggregate of them. The techniques of configuration control specify, control, and music configuration objects and any changes made to them in a complete and systematic style.

DML (Definitive media library): A Definitive Media Library (DML) is a cozy compound wherein the definitive, authorized variations of software bundle configuration objects (CIs) are stored and guarded. A DML consists of one or extra software libraries or document-garage areas referred to as repositories.

SKMS (Service knowledge management device): ITIL Knowledge Management ambitions at amassing, reading, storing and sharing expertise and information inside an agency. The number one purpose of Knowledge Management is to enhance performance by using decreasing the want to rediscover understanding

Q10. What are the ITIL based totally models followed via an organisation.


Microsoft MOF: Microsoft Operations Framework (MOF) is a series of 23 documents that manual IT specialists thru the approaches of creating, implementing and dealing with efficient and fee-effective services.

Hewlett – Packard (HP ITSM Reference Model): This version is a sizeable tool useful in supplying and describing the numerous IT Management approaches, inter-technique relationships, and commercial enterprise linkages that IT wishes to install area for a hit improvement, deployment and support of offerings within the e-international.

IBM (IT Process Model ):– IBM Process and Service Models software is an enterprise template that enables you to define common enterprise approaches and services throughout the agency. The software consists of a hard and fast of high-quality exercise commercial enterprise system models and service definitions to aid middle device renewal and integration projects.

Q11. What is the relation between Availability, Availability service time and downtime?

Ans: Availability % = (Available provider time –downtime) / Available provider time to ensure that every one the IT services are to be had and are functioning effectively whenever clients and users want to apply them in the framework of the SLAs in pressure.

Q12. What is ISO/IEC 27002?

Ans: ISO/IEC 27002:2013 offers guidelines for organizational facts security standards and facts safety control practices along with selection, implementation and control of controls, deliberating the agency’s information protection risk surroundings(s).

It is designed to be utilized by businesses that intend to:

Select controls in the technique of enforcing an Information Security Management System primarily based on ISO/IEC 27001;

Implement generally normal facts protection controls, and Develop their independent facts security management tips.

Q13. What is Plan-Do-Check-Act (PDSA) cycle?

Ans: The PDSA Cycle is a systematic series of steps for gaining treasured gaining knowledge of and know-how for the persistent development of a product or manner. Also called the Deming Wheel, or Deming Cycle, the concept and alertness turned into first added to Dr. Deming through his mentor, Walter Shewhart of the famous Bell Laboratories in New York.

The 4 levels inside the Plan-Do-Check-Act Cycle contain:


Plan:Identifying and studying the trouble.

Do:Developing and trying out a potential solution.

Check:Measuring how powerful the test answer turned into, and analyzing whether it could be stepped forward in any manner.

Act: Implementing the advanced solution completely.

Q14. What kind of data is captured in an facts safety coverage?

Ans: Information protection policies are the documented enterprise and technical rules for defensive an agency from statistics safety risk confronted by means of its commercial enterprise and technical infrastructure. These written coverage documents provide a excessive-degree description of the diverse controls, which the company will use to manage its statistics protection risks.

The records protection policy files are also taken into consideration to be a formal assertion of control’s intent to protect its statistics asset from applicable dangers. In unique instances, the policies are supported via facts safety procedures that discover key activities required to put into effect applicable information protection policies.

Q15. What is a balanced scorecard?

Ans: Balanced scorecard is a strategic making plans and control gadget this is used notably in commercial enterprise and industry, authorities, and nonprofit businesses worldwide to align business sports to the imaginative and prescient and strategy of the employer, improve internal and external communications, and monitor employer overall performance in opposition to strategic desires.

Q16. What is a Service Request?

Ans: Service requests are a proper request submitted by way of a user for some type of provider, software, or hardware. A Service request normally refers to some thing the user wishes and/or needs however does now not have already got, including a printer or computer. Service requests regularly contain objects which are already authorised. For example, if it is a corporation policy that all employees get get admission to to the cloud-based totally CRM system, and someone from the advertising and marketing branch sends a carrier request for get right of entry to to the CRM, this does not want any additional approval. The IT help table can clearly fulfill this request.

Q17. What kind of information is saved in a CMDB?

Ans: CMDB incorporates contents which are meant to hold a collection of IT property normally known as configuration items (CI) as well as descriptive relationships among such property. When populated, the repository becomes a means of information how important assets together with facts systems are composed, what are their upstream resources or dependencies, and what are their downstream objectives.

Q18. Is there a alternate-off between go back and risk?

Ans: According to fashionable portfolio idea, there may be a trade-off among risk and go back. All other factors being identical, if a selected funding incurs a higher danger of economic loss for prospective traders, the ones traders have to be able to count on a higher go back so one can be attracted to the higher danger.

In majority of instances, despite the fact that there may be no promise of better returns on volatile belongings, so the higher threat just tends to scare off capability investors, keeping the returns on a given funding low. The only investments which can simply try to promise better returns for higher danger are bonds, or even then the better returns won’t be generated if the issuing organization is going default.

Q19. What is the distinction among quit-customers and customers?


End-User:  An cease person or end purchaser at once gets the carrier or employs the product. End customers are not the most effective customers as there may be intermediate entities like buying departments, whose expectancies or needs need to be carried ahead thru a chain of carrier contracts or requirement definitions.

Customer: A customer might also or might not have the capacity to pick out between exceptional merchandise and suppliers. For instance- In monopoly situations like local smartphone and cable tv services, there are eventualities whilst quit users do not make the buying selection. It may also encompass Clients of social carrier corporations or court docket-appointed lawyers or personnel of an enterprise where the shopping branch makes the choices.

Q20. How is IT Service Continuity Management (ITSCM) related to Business Continuity Planning (BCP)?

Ans: IT Service Continuity is a subset of Business Continuity Planning (BCP) and encompasses IT catastrophe restoration making plans and wider IT resilience planning. It additionally includes those factors of IT infrastructure and offerings that relate to communications including (voice) telephony and records communications.

It is a systematic technique to prevent, predict and manage Information and Communications Technology (ICT) disruption and incidents, which have the ability to disrupt ICT services and have to bring about a extra resilient IT service functionality aligned to wider organizational necessities.

Q21. If we used an outside corporation to assist us broaden a part of our provider, what would that be known as?

Ans: Outsourcing

Q22. Can you call a danger that would arise whilst designing a provider?

Ans: Risks can come in many distinctive bureaucracy together with; financial markets, failures with IT or enterprise initiatives, felony liabilities, credit score chance, accidents and mistakes, herbal causes and disasters in addition to planned assaults from an adversary inclusive of hacking.

Q23. Can you name three sorts of SLA?


Service primarily based SLA

Customer primarily based SLA

Multi degree SLA

Q24. In your opinion, what need to an SLA comprise?


Ans: Typically, an SLA is made of any of the following:

Service name

Clearance facts (with location and date)

Contract length

Description/ favored customer final results

Service and asset criticality

Reference to further contracts which additionally apply (e.G. SLA Master Agreement)

Service instances

Required types and tiers of aid

Service stage necessities/ objectives

Mandated technical standards and specification of the technical carrier interface


Costs and pricing

Change records

List of annexes


Q25. Why would you use SACM?


Ans: SACM stands for Service Asset and Configuration Management. By capturing records and retaining it up to date, we help people make knowledgeable selections at the proper time. In addition, imparting accurate configuration records can proactively assist resolve incidents and problems an awful lot faster.

Q26. What is an OLA?

Ans: The Operational Level Agreement is an settlement between an IT service issuer and any other part of the equal employer. This may be the development crew, the guide crew or helpdesk

Q27. Why do we need CSFs?

Ans: Critical Success Factor (CSF) is the term for an element this is necessary for an business enterprise or challenge to acquire its venture. It is what drives the organisation ahead through its strategy.

Q28. When could we create a Service Design Package?

Ans: An SDP is produced for each new IT carrier, main exchange, or IT service retirement.

Q29. What form of statistics might you save inside the Service Catalogue?

Ans: The Service Catalogue includes a list of services that an enterprise provides, often to its employees or clients. For each service within the catalogue, we commonly include description, timeframes or SLA for enjoyable the carrier, proprietors (who's entitled to request/view the provider), prices and how to fulfil the carrier.

Q30. Can you supply an example of a coverage?

Ans: Attachment sizes for mailboxes

Q31. Why would you use Change Management?

Ans: We use Change Management to standardize our methods and processes for handling adjustments and thereby reducing hazard and disruption. We file all adjustments to property or confirmation objects inside the Configuration Management System. This allows us to define and agree on those adjustments and make certain that simplest human beings who have the suitable authority can make modifications.

Q32. What are the stairs you will comply with while a Change Request comes in?


Record it

Evaluate it

Prioritize it

Plan it

Test it

Finally, enforce it

Q33. What data could you attach to a Release Policy?


Unique identity for the discharge

Type of launch (minor, primary, beta, alpha and so on)

Naming conventions for the discharge e.G. Dates, instances, version numbers

Description of the release

Roles for every degree of the release

Expected frequency

Mechanisms to build, set up and distribute the release (specializing in re-use and efficiency here)

Criteria for popularity of the release into diverse environments (check, training, live etc.)

Q34. What inputs can we need before we are able to being checking out a service?


Service package


Interface definitions for the service issuer

Release plans

Acceptance criteria

Q35. Can you call three varieties of trying out?

Ans: All of these are kinds of trying out:

Usability trying out

Accessibility testing

Process testing

Stress and cargo checking out

Availability trying out

Compatibility trying out

Security testing

Regression testing