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Top 100+ Itil Concepts Interview Questions And Answers - May 31, 2020

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Top 100+ Itil Concepts Interview Questions And Answers

Question 1. In Itil V3 A Help Desk Is A Component Of A Service Desk. Justify This Statement.

Answer :

A Help Desk with ITIL v3 high-quality practices, is one component of the general carrier management and could feed records to a Service Desk through software and method hooks. Specifically, the features outlined in the Service Operations phase of the ITIL center provider lifecycles are Help Desk features. These capabilities encompass:

1. Event Management
2. Incident Management
three. Request Management
four. Problem Management
five. Access Management
These are not the most effective functions that a fine ....

Question 2. What Are Five Itil Core Service Life-cycles?

Answer :

The procedures mentioned in ITIL v3 are damaged down into five ITIL Core Service Life-cycles.

1. Service Strategy –Evaluate present day offerings and make sure a plan is in vicinity to, alter and implement new and current services while required.
2. Service Design – Evaluate and make sure a new service will meet modern-day and future wishes. Ensure a brand new service can be brought into the stay surroundings.
3. Service Transition – Define a plan that guarantees no carrier outages or gaps at some point of a provider transi ....

ITIL Configuration Management Interview Questions
Question 3. What Is Service Desk?

Answer :

A Service Desk is a Single Point of Contact among customers and IT Service Management. It manages information transport by using making use of Information IT infrastructure Library (ITIL) v3 first-rate practices to supply these offerings each with software and described techniques. The Service Desk is the first contact in an enterprise for any and all IT questions. Best practices Service Desks are method centered and employer strategy focused.

Question 4. A Help Desk Focuses On End User Needs. Justify This Statement.

Answer :

A Help Desk offers incident control to ensure consumer’s troubles are resolved in a timely fashion. A exceptional practices Help Desk utilizes software program to tune the incidents making sure that no trouble receives lost. It manages a database that maintains music of the IT property permitting access on a real time basis to records approximately software and configuration of the IT device. The Help Desk has the potential to create month-to-month and annual reviews on the number of problems, the time to respond to the problem, ....

ITIL Configuration Management Tutorial
Question 5. What Tasks Are Performed By Help Desk?

Answer :

Some of the unique duties a Help Desk performs consist of:

1. Computer or Software consultations
2. Change and Configuration Management
three. Problem escalation approaches
four. Problem resolution
5. Single point of touch (SPOC) for IT interruptions
6. Service Level Agreements
7. Tracking skills of all incoming issues

Project Management Interview Questions
Question 6. What’s Should An Sla Contain?

Answer :

1. Service times
2. Required sorts and tiers of aid
three. Service degree necessities/ targets
four. Mandated technical requirements and specification of the technical carrier interface
five. Responsibilities
6. Costs and pricing
7. Change records
eight. List of annexes

Question 7. Can You Name 3 Types Of Testing?

Answer :

Types of testing:

1. Usability testing
2. Accessibility trying out
three. Process testing
four. Stress and load testing
5. Availability trying out
6. Compatibility trying out
7. Security testing
eight. Regression checking out

Project Management Tutorial Change Management Interview Questions
Question 8. What Inputs Do We Need Before We Can Being Testing A Service?

Answer :

Service package deal

1. SLP
2. Interface definitions for the provider company
3. Release plans
4. Acceptance criteria

Question 9. Why Would You Use Change Management?

Answer :

We use Change Management to standardize our techniques and tactics for coping with adjustments and thereby reducing hazard and disruption. We document all modifications to assets or affirmation objects within the Configuration Management System. This permits us to outline and agree on the ones changes and ensure that simplest human beings who've the right authority can make modifications

Strategic Planning for Project Management Interview Questions
Question 10. What Type Of Information Would You Store In The Service Catalogue?

Answer :

The Service Catalogue includes a listing of services that an company offers, regularly to its employees or clients. For every service in the catalogue, we usually include description, time-frames or SLA for enjoyable the service, owners (who is entitled to request/view the carrier), prices and the way to fulfill the carrier.

Change Management Tutorial
Question eleven. When Would We Create A Service Design Package?

Answer :

An SDP is produced for each new IT carrier, predominant exchange, or IT carrier retirement.

PRINCE Interview Questions
Question 12. Why Do We Need Csfs?

Answer :

Critical Success Factor (CSF) is the time period for an detail this is essential for an agency or assignment to acquire its project. It is what drives the organisation forward via its approach.

ITIL Configuration Management Interview Questions
Question thirteen. What Is An Ola?

Answer :

The Operational Level Agreement is an settlement among an IT service company and every other part of the identical business enterprise. This might be the improvement team, the aid team or help-table.

ITIL Concepts Tutorial
Question 14. Why Would You Use Sacm?

Answer :

SACM stands for Service Asset and Configuration Management. By shooting information and retaining it up to date, we assist human beings make knowledgeable choices at the proper time. In addition, offering accurate configuration information can proactively help resolve incidents and issues a whole lot faster.

Question 15. In Your Opinion, What Should An Sla Contain?

Answer :

1.Service name
2.Clearance facts (with region and date)
three.Contract period
4.Description/ preferred consumer outcome
five.Service and asset criticality
6.Reference to similarly contracts which also follow (e.G. SLA Master Agreement)

Project Manager Interview Questions
Question sixteen. Can You Name 3 Types Of Sla?

Answer :

1. Service primarily based SLA : An settlement for all of the purchaser the usage of the offerings being added through the service provider.
2. Customer based SLA : An Agreement with an man or woman client institution, covering all of the offerings they use.
3. Multi level SLA : The SLA is split into the exceptional levels, each addressing distinct set of clients for the identical offerings, inside the equal SLA.

Strategic Planning for Project Management Tutorial
Question 17. About Release Deployment Management?

Answer :

RDM consist of the technique, device, package, construct take a look at and set up a release in manufacturing.
Build Test and Deliver

Project Coordinator Interview Questions
Question 18. Flow Of Process Activity Model?

Answer :

Management and making plans >> Configuration Identification> > Configuration manipulate >> Status accounting and reporting >> Verification and Audit.

Project Management Interview Questions
Question 19. Explain Configuration Management System Cms?

Answer :

CMS is a hard and fast of tool and database which are used to control an IT provider issuer configuration records.

Question 20. What Is Sacm Asset Management?

Answer :

Asset control preserve all belongings throughout entire service lifecycle.
Maintain entire Asset stock include non IT inventory associated with provider.
SACM also keep records of shared asset (Asset belongs to partners and provider company used by IT offerings).

ITIL Service Transition Interview Questions
Question 21. Evaluation – Service Transition?

Answer :

Evaluate real overall performance of any carrier changed against its expected performance and figuring out hazard.

Question 22. Different Knowledge Management System?

Answer :

CMIS: Capacity Management facts gadget.
AMIS: Availability management .
KEDB: Known errors database.
CMDB: Configuration control database.
DML: Definitive media library
SKMS:  service information control machine

Question 23. Explain Service Validation?

Answer :

Service validations Validate the carrier will deliver define overall performance. Service validation assures great of carrier. Service validation is applied during the existence cycle.

Types of testing.

Accessibility trying out.
Usability testing.
Process and system testing.
Volume stress load and scalability testing.
Compatibility checking out.
Knowledge control.
Store quality, dependable data.
Secure information.
Question 24. Types Of Changes Proactive/ Reactive?

Answer :

Proactive alternate: Changes achieved for commercial enterprise benefits. Improve service and enhance fee efficiency
Reactive exchange: Change to clear up the error.

Change Management Interview Questions
Question 25. Explain Strategic/tactical/operational Level Changes?

Answer :

Strategic stage alternate:
Manage by using the  commercial enterprise. These chages are due to alternate is commercial enterprise  stratergy.

Tactical changes :
Change inside the enterprise method .Manipulate with the aid of center control .

Operational modifications:
These changes are because of operational level changes in technique .Control by way of operation team of workers .

Question 26. Explain Change Management?

Answer :

Change control manner manages alternate looking for enterprise advantage.
Make easy change in IT services as according to commercial enterprise requirement.  CMS ensure that adjustments are evaluated and licensed, prioritized, deliberate, examined, implemented, documented, reviewed and recorded on top of things manner.

Question 27. Explain Service Transition?

Answer :

Plan manages provider adjustments and deploys provider launch in manufacturing.

Enable the change in business method.
Reduce the recognized error and reduce the chance
Coordinate the resources
Service transition planning and assist activates.
 

Strategic Planning for Project Management Interview Questions
Question 28. Components Of Service Knowledge Management System Skms?

Answer :

CMS Configuration control system
Known errors database
Supplier and contacts database
Service portfolio
Availability management gadget
Question 29. What Is Service Transition?

Answer :

Manage service adjustments  and set up carrier launch in to production environment.
Reduce recognised error and minimize the hazard in the course of transition.
Enable the clean alternate without affecting business
Question 30. Define Contract And Supplier?

Answer :

Contract   is legally binding agreement between  events.
Supplier Third component chargeable for offering items or services.

Question 31. Explain Supplier Management?

Answer :

Supplier management manipulate offerings and suppliers.

Implement dealer policy
Create and hold SCD (Supplier and  contract database)
Supplier and contract assessment.
Manage sub contracted supplier.
Question 32. Explain Security Controls/measures?

Answer :

Preventive Prevent the event on the way to affect service Firewall
Reductive Minimize possible damage
Detective discover the occasion as soon as feasible
Corrective restore damage as quickly as possible
Question 33. Explain Itcm Process?

Answer :

Initiation ->       get requirement and plan -> implementation-> keeps development
Initiation ->       outline scope
Get requirement and plan-> BIA RA
Implementation -> develop/check/put into effect plan Continues development- > evaluation Audit

PRINCE Interview Questions
Question 34. What Is Itsm It Service Continuity Managment?

Answer :

Support the enterprise continuity management technique.
Ensure It offerings could be resumed inside define time frame.

>          Maintain BCP plans
>          Conduct Regular hazard Analysis for IT service
>          BIA Business Impact evaluation if no TO service available
>          RA Risk analysis Identify and analysis of hazard
>          Define ITSCM plan
>          Test Plan

Question 35. Define Availability?

Answer :

Availability % = (Available service time –downtime) / Available carrier time
Time that the service functioned efficaciously expressed as a percent the overall time it has been agreed that the IT services are to be reachable to users.

Question 36. Explain Capacity Management Process?

Answer :

Goal of potential control is optimization of present sources and making plans destiny resources.
Review present day ability  è Improve current ability è Assess new capacityè Plan new capability

Project Manager Interview Questions
Question 37. Explain Below Availability Terms?

Answer :

Continuous Availability: design the service to get 100 % availability. ThisService has no unplanned or plan downtime.
Fault Tolerance No interruption in carrier after the component fail.

Question 38. Service Design Availability Maintainability?

Answer :

How speedy carrier may be restore after failure.

MTRS Mean time to repair service.
MTRS =Total downtime in hours /Number of carrier breaks
Question 39. What Is Service Level Management?

Answer :

The dreams of SLM as defined by way of ITIL are to preserve and improve IT provider quality via a constant cycle of agreeing, tracking, and reporting upon IT carrier achievements and instigation of actions to eradicate inadequate provider in line with business or price justification.  Through these techniques, a higher courting among IT and its Customers may be evolved.

Question forty. What Is The Type Of Services?

Answer :

Customer – going through services:
These offerings fascinate customer directly. These are  middle offerings .
Example:

HR offerings
Supporting services
Support patron services and now not seen without delay by way of custumer Email provider for HR
Project Coordinator Interview Questions
Question forty one. Types Of Service Catalogue?

Answer :

Business carrier catalogue is as in keeping with customer view .It is hold for each commercial enterprise unit.
Technical service catalogue incorporate statistics about all IT services.




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