Interview Questions.

ITIL Service Transition Interview Questions


ITIL Service Transition Interview Questions

Q1. What is ITIL?

Ans: Systematic approach to high satisfactory IT provider shipping.

Provides commonplace language with properly-described phrases.

ITIL offer bendy framework to expand carrier management model for enterprise.

Q2. ITIL based totally fashions adopted with the aid of company?

Ans: Microsoft MOF

Hewlett - Packard ( HP ITSM Reference Model)

IBM ( IT Process Model )

Q3. Difference among  ITIL v3 and v2.

Ans: Managing services as a portfolio is a brand new idea in ITIL V3

Service Catalogue Management was added as a new process in ITIL V3


Q4 What is ITIL provider control?

Ans: Service management is a hard and fast of specialised organizational abilities for presenting values within the shape of service.

The act of reworking recourses into services is the middle of provider management

Q5. Explain ITIL carrier Life cycle model.


Service Strategy

Service Design

Service Transition

Service Operation,

Continual Service Improvement

Q6. Define Service approach?

Ans: How to design, increase and put in force service management for enterprise is outline beneath provider strategy.

What are we going to offer?

Can we have the funds for it?

Can we provide enough of it?

How will we benefit aggressive benefit?

Q7. Define Service Design?

Ans: How to layout develop services and carrier management and converting carrier goal in to range of offerings.

How are we going to offer it?

How are we going to build it?

How are we going to test it?

How are we going to installation it?

Q8. Define Service transition.

How to put into effect offerings in production as in keeping with design offerings.


Coordination and handling of the technique

Build, check and set up a launch in to production.

Q9. Define Service operations.

Ans: How to manipulate service on an ongoing foundation to make certain their targets are executed.

Service operation is responsible for all ongoing turns on required to support and supply services.

Q10. What is keeps carrier improvement (CSI)?

Ans: Continues evolution of provider and identify methods to enhance services.

Q11. Define Service Management?

Ans: Service Management is transforming recourses into precious services.

Q12. What is Service system control Process?

Ans: Process is a fixed of activates designed to achieve a specific objective.

Input >> Process >> output.

Process is closed loop.

Q13. What is provider control Measurements?

Ans: To manage and manipulate the process it need to be display and measure.

Four metrics for overall performance dimension;





Q14. Explain Roles in service management.

Ans: Role is a hard and fast of related behaviors or connected movements executed by using group or organization or character man or woman.

Business Relationship Manager (BRM): BRMs establish a robust business relationship with the patron with the aid of know-how the customer's enterprise and their customer effects.

Product Manager (PM): PMs take obligation for growing and Managing services throughout the lifestyles-cycle, and have duties for Productive capacity.

HubSpot Video

Q15. Explain RACI Model.

Ans: RACI Model truly defines roles.

Responsible: Person accountable to get job performed.

Accountable: Person chargeable for every mission.

Consulted: People who are consulted.

Informed: People who are inform on the development.

Q16. What is RACI-VS.

Ans: Verifies: individual who tests whether or not the popularity standards were met.

Sign off: give the sign off to the assignment

Q17. Explain Service Strategy?

Ans: Service strategy represents guidelines and objectivises to achieve service intention.

Help control to attain goal.

Determine services.

Q18. Four Ps of Service Strategy?


Perspective                >> Vision and path

Pattern                       >> Way of doing activates

Position                      >> Basis on which the issuer will compete

Plan                            >> How to acquire the goal

Q19. Explain Service approach manner?


Define the market.

Define services and potential clients.

Develop the offerings.

Design the service.

Develop strategic asset.

Develop provider as strategic asset

Prepare for executions.

Implement the carrier.

Q20. Explain Service portfolio, Service catalogue and provider pipeline.

Ans: Service portfolio: Defines offerings provided through provider issuer across all Market and all customers.

Service Catalogue: Is the sub set of Service portfolio .Services ready to provide to  purchaser is listed in provider catalogue.

Service Pipeline: Is consist of services below improvement.

Q21. Explain Retired services.

Ans: In service portfolio services which aren't in use/outdated due to current Internal/External constrain are referred to as retired offerings.

Q22. Explain Financial Management?

Ans: In service method finanancial control covers budgeting accounting and charging necessities.

Budgeting: Provide enough funds to run business Cost and income estimation.

Accounting: offer management information on the cost. Cost analysis and reporting.

Charging: presenting budget via charging lower back to customer.

Q23. Return on  Investment?

Ans: Investment of some useful resource yielding a gain to the investor.

Return on investment (%) = Net income / Investment × one hundred

Q24. Explain service Portfolio Management?

Ans: SPM is coping with all services throughout the enterprise.

Define:              Business requirement

Analyse:             Plan

Approve:            Get approvals

Charter:             Deploy

Service portfolio carries all offerings (  In pipeline/Catalogue/Retired  )

Q25. Explain Service bundle.

Ans: Set of offerings available to supply to consumer.

Service package include


Core Service package

Details description of center carrier.


Service stage bundle

Level of provider presented  Diamond gold silver..

Q26. BRM Business Relationship control.

Ans: Establish concerning deliver with clients, apprehend customers and fulfil clients want.

Q27. Explain Service Design?

Ans: Design new or changed carrier  for advent in to stay surroundings:

Improve Quality of service.

 Effective services.

Improve decision making.

Q28. What are varieties of provider provider?

Ans: Type I:   Internal provider issuer.

Physically placed in the organization which it serve.

Type 2: Shared services.

These are autonomous devices within the business enterprise like Finance HR.

Type three:  External carrier provider having precise expertise. Consolidate want and

Offer competitive fee.

Q29. What is carrier design package?

Ans: SDP  report  include  all necessities via every level of its lifecycle:

Four P’s of design





Q30. Service layout components?

Ans: Set of services to be had to supply to client.

Identify commercial enterprise needs.

Service portfolio design.

Technology structure.

Process layout.

Measurement layout.

Q31. What are the exceptional sourcing alternatives?


1 In sourcing       Utilize inner corporation.

2 Out sourcing    lease outside organisation.

3Co _sourcing     Combination of In sourcing & Out sourcing.

Four KPO                   Knowledge system outsourcing

5BPO                     Business process outsourcing

Q32. Explain Service catalogue control.

Ans: SCM Process makes sure provider catalogue is created, maintained and incorporate accurate information.


Define the provider.

Create correct carrier catalogue.

Link service catalogue with carrier portfolio.

Link supporting offerings with service catalog.

Q33. Types of provider catalogue?

Ans: Business service catalogue is as consistent with consumer view .It is maintain for each business unit.

Technical carrier catalogue contain records about all IT services.

Q34. What is the sort of services?

Ans: Customer: going through offerings

These offerings fascinate customer at once. These are  core services .

Example HR offerings

Supporting services

Support patron offerings and no longer visible immediately via costumer

Email service for HR

Q35. What is Service stage Management?

Ans: The dreams of SLM as described via ITIL are to maintain and improve IT provider best via a constant cycle of agreeing, tracking, and reporting upon IT carrier achievements and instigation of actions to eradicate inadequate provider consistent with commercial enterprise or value justification.  Through these methods, a better dating between IT and its Customers can be advanced.

Q36. SLA Types ?

Ans: SLA Agreement among External IT service company and patron.

OLA Agreement among Internal IT provider issuer and purchaser.

SLR Service stage requirement listing of all offerings.

Q37. Service Design Availability,  Reliability.

Ans: Reliability define service run with out interruption.

MTBSI (Mean Time among Service Incidents)

MTBSI: Available time in hours /Number of breaks.

MTBF: Total downtime in hours /Number of breaks

Q38. Service Design Availability Maintainability.

How rapid service can be repair after failure.

Ans: MTRS Mean time to restore service.

MTRS =Total downtime in hours /Number of service breaks

Q39. Explain beneath Availability Terms?

Ans: Continuous Availability: design the carrier to get one hundred % availability. This

Service has no unplanned or plan downtime.

Fault Tolerance No interruption in carrier after the component fail.

Q40. Calculate Availability /reliability/reliability /maintainability for below  state of affairs

Ans: Service is strolling  7 days * 8 hours and down  walking for    2910 hours  with 3 breaks  of  3 ,1 and six hours .

Calculate   Reliability (MTBSI)  =   2910 /3 = 970 hours.

Calculate   Reliability ( MTBF ) =   2910 – ( 3+1+6 ) /3  =   870 hours.

Calculate Availability     = 2910 –( three+1+6) / 2910 *100  =99.Sixty five %.

Maintainability = (1+6+three) = 10 hours.

Q41. Explain Service Level Management.

Ans: SCM Process makes positive carrier catalogue is created, maintained and contain accurate records.


Define the service.

Create accurate service catalogue.

Link service catalogue with service portfolio.

Link assisting offerings with service catalog.

Q42. Explain ability management method?

Ans: Goal of capability control is optimization of present sources and making plans destiny assets.

Review contemporary capacity  è Improve present potential è Assess new capacityè Plan new capability

Q43. Explain the supply Managements?

Ans: Availability Managements guarantees stage of service availability.

Proactive availability control.

Reactive availability management.

Q44. Availability control records gadget.

Ans: AAMIS contain

AM information and record

Availability checking out plan

Availability plan

Availability Design specification and standards

Q45. Define Availability.

Ans: Availability % = (Available carrier time –downtime) / Available service time

Time that the provider functioned effectively expressed as a percent the total time it has been agreed that the IT offerings are to be available to customers.


Ans: Support the enterprise continuity control process.

Ensure It services may be resumed within outline time body.

Maintain BCP plans

Conduct Regular threat Analysis for IT service

BIA Business Impact analysis if no TO carrier to be had

RA Risk analysis Identify and analysis of threat

Define ITSCM plan

Test Plan

Q47. Explain paintings round or not unusual recuperation alternatives.

Ans: Fast restoration:                  (HOT standby) restoration inside 24 hours

Intermediate recovery: carrier is to be had in parallel setup, mirroring load balancing

Gradual healing:           cold standby Recovery inside three days (extra than 24 hours)

Q48. ITCM system.

Ans: Initiation:       get requirement and plan -> implementation-> keeps improvement

Initiation:       outline scope

Get requirement and plan: BIA RA

Implementation: develop/check/put into effect plan Continues development- > evaluate Audit

Q49. Explain Information Security management?

Ans: ISM guarantees protection of records, machine furnished through IT offerings to end users.

Information Availability   right statistics to right individual

Confidentiality    expose data to valid users

Integrity Maintain integrity

Q50. Explain Security controls/measures.


Ans: Preventive Prevent the occasion so that it will have an effect on provider   Firewall

Reductive    Minimize feasible damage

Detective find out the event as quickly as viable.

Corrective repair harm as quickly as viable.