Interview Questions.

Q1. Explain Service Portfolio, Service Catalogue And Service Pipeline.

Service portfolio – Defines services furnished with the aid of carrier issuer throughout all Market and all clients. The goal of ITIL Service Portfolio Management is to manage the carrier portfolio. Service Portfolio Management ensures that the service issuer has the proper mix of offerings to satisfy required enterprise consequences at the perfect degree of investment.

Service Catalogue is the sub set of Service portfolio. Services ready to be presented to clients is listed in carrier catalogue. An IT provider catalog, on occasion known as an IT provider portfolio, is a listing of available era resources and offerings inside an agency.

Service Pipeline includes services below development. It is a notable opportunity to view the course of a provider issuer’s growth as it discusses and consists of the destiny offerings which are presently underneath development by the service provider.

Q2. What Is The Difference Between End-customers And Customers?

End-User – An stop consumer or cease patron directly gets the service or employs the product. End customers aren't the best customers as there can be intermediate entities like purchasing departments, whose expectations or needs have to be carried ahead via a sequence of service contracts or requirement definitions.

Customer– A purchaser may also or won't have the ability to choose between exceptional merchandise and providers. For example- In monopoly situations like neighborhood smartphone and cable television services, there are eventualities whilst stop users do now not make the shopping choice. It may additionally consist of Clients of social service agencies or court docket-appointed lawyers or employees of an corporation in which the purchasing department makes the choices.

Q3. What Is Iso/iec 27002?

ISO/IEC 27002:2013 offers suggestions for organizational information safety requirements and statistics security control practices which includes selection, implementation and control of controls, thinking of the corporation’s information security risk environment(s).

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

• select controls in the manner of implementing an Information Security Management System based on ISO/IEC 27001;

• put into effect usually general information security controls, and Develop their independent data protection management suggestions.

Q4. What Is The Difference Between Itil V3 And V2?

• The ITIL v2 library became organized in seven middle books:

(i) Service Support,

(ii) Service Delivery,

(iii) ICT Infrastructure Management,

(iv) Planning to Implement Service Management,

(v) Application Management,

(vi) The Business Perspective and

(vii) Security Management

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

(i) Service Strategy,

(ii) Service Design,

(iii) Service Trition,

(iv) Service Operation and

(v) Continual Service Improvement

Basically the V2 process areas had been logically grouped right into a phased lifecycle approach

• In contrast to ITIL v2, ITIL v3 actually defines the roles and obligations in each procedure and reasons the position of communique inside the complete lifecycle.

Q5. What Is Plan-do-take a look at-act (pdsa) Cycle?

The PDSA Cycle is a scientific series of steps for gaining valuable gaining knowledge of and knowledge for the persistent improvement of a product or system. Also known as the Deming Wheel, or Deming Cycle, the concept and alertness changed into first added to Dr. Deming by his mentor, Walter Shewhart of the well-known Bell Laboratories in New York.

The 4 phases within the Plan-Do-Check-Act Cycle involve:

• Plan: Identifying and analyzing the trouble.

• Do: Developing and testing a potential solution.

• Check: Measuring how powerful the test answer was, and reading whether or not it may be advanced in any manner.

• Act: Implementing the stepped forward solution fully.

Q6. What Type Of Information Is Stored In A Cmdb?

CMDB consists of contents which can be meant to preserve a group of IT property commonly known as configuration gadgets (CI) in addition to descriptive relationships among such assets. When populated, the repository turns into a me of knowledge how essential assets which include information systems are composed, what are their upstream assets or dependencies, and what are their downstream goals.

Q7. How Does Itil Help To Reduce Costs And Minimize Total Cost Of Ownership (tco) For It Investments?

IT investments and staff always locate that they destroy their paintings timelines. This happens because the unscheduled paintings usually takes priority over the work this is planned. ITIL can assist an enterprise forestall this non-stop cycle and can consequently, assist employees awareness at the Total Cost of Ownership (TCO) and different activities in their branch.

Q8. What Is A Service Request?

Service requests are a formal request submitted by using a user for a few type of service, software, or hardware. A Service request normally refers to something the person desires and/or desires however does now not have already got, inclusive of a printer or laptop. Service requests often contain objects which might be already authorised. For example, if it's far a company policy that all personnel get access to the cloud-primarily based CRM gadget, and someone from the advertising department sends a carrier request for access to the CRM, this doesn't need any extra approval. The IT assist table can certainly fulfill this request.

Q9. How Is It Service Continuity Management (itscm) Related To Business Continuity Planning (bcp)?

IT Service Continuity is a subset of Business Continuity Planning (BCP) and encompasses IT disaster recovery planning and wider IT resilience making plans. It also contains the ones elements of IT infrastructure and services that relate to communications including (voice) telephony and records communications.

It is a systematic method to prevent, predict and control Information and Communications Technology (ICT) disruption and incidents, that have the capability to disrupt ICT services and must result in a greater resilient IT provider functionality aligned to wider organizational requirements.

Q10. What Itil Process Ensures That The Organization Is Aware Of New And Changing Technology?

Capacity Management is responsible for making sure that the agency is conscious of recent and changing era. It is the field that tests and verifies that IT infrastructure is provided on the right time inside the right extent at a right rate with utmost efficiency.

This entails enter from many regions of the business to pick out what services are (or may be) required, what IT infrastructure is needed to help those services, what level of Contingency might be wished, and what is going to be the fee of this infrastructure.

Q11. After A Change Has Been Implemented, An Evaluation Is Performed. What Is This Evaluation Called?

It is called Post Implementation Review (PIR)

PIR is an assessment and overview of the complete operating solution. It could be accomplished after a duration of live walking, now and again after the undertaking is completed.

The Post Implementation Review is used to assess the effectiveness of gadget improvement after the machine has been in production for a specific duration (commonly 6 months). It is a loose-form document, and now not all sections are relevant or important to the final product. A description of the Post Implementation Review Report is constantly attached.

Q12. What Are The Different Knowledge Management Systems?

Different understanding management structures are:-

• CMIS (Capacity Management records machine) – A Capacity Management Information System or CMIS is a group of IT infrastructure usage, capability and performance facts that is gathered in a steady way and stored in one or greater databases. It is a unmarried e-book of document for all utilization, capability, and overall performance information, entire with related business, software and provider information. Any IT staffer who needs get entry to to ability control records can doubtlessly use a CMIS.

• AMIS (Availability control facts device) – A virtual repository of all Availability Management information, commonly stored in more than one physical places.

• KEDB (Known blunders database) – A Known Error is a hassle that has a documented root cause and a Work round. Known Errors are managed throughout their lifecycle by using the Problem Management method. The details of every Known Error are recorded in a Known Error Record stored inside the Known Error Database (KEDB).

• CMDB (Configuration management database)– A configuration management database (CMDB) is a database that incorporates all applicable records about the components of the data machine used in an enterprise’s IT offerings and the relationships among the ones additives. A CMDB affords an prepared view of facts and a me of inspecting that records from any desired perspective. Within this context, components of an information gadget are referred to as configuration gadgets (CI). A CI may be any potential IT element, together with software, hardware, documentation, and personnel as well as any mixture of them. The strategies of configuration control specify, control, and song configuration gadgets and any changes made to them in a comprehensive and systematic style.

• DML (Definitive media library)– A Definitive Media Library (DML) is a relaxed compound in which the definitive, legal versions of software program package deal configuration objects (CIs) are saved and protected. A DML includes one or more software libraries or file-storage regions referred to as repositories.

• SKMS (Service know-how control device) – ITIL Knowledge Management ambitions at amassing, analyzing, storing and sharing information and records within an agency. The number one motive of Knowledge Management is to improve efficiency by using lowering the need to rediscover information

Q13. Who Decides The Categorization Of A Proposed Change Within An Itil Compliant Change Management Process?

It is the project of Change Manager

A Change Manager will performs a key position in making sure that the projects (exchange initiatives) meet their targets inside timelines and said budgets via increasing employee adoption and utilization. This character will recognition on the people’s side of alternate, which includes modifications to enterprise processes, structures and generation, process roles and organisation systems.

Q14. What Two Service Management Processes Will Most Likely Use Risk Analysis And Management Methodology?

The  provider control processes are- Availability Management and IT Service Continuity Management

ITIL Availability Management ambitions at defining, reading, making plans, measuring and enhancing all elements of the provision of IT offerings. Availability Management is responsible for ensuring that every one IT infrastructure, approaches, tools, roles, etc are suitable for the agreed availability objectives.

IT Service Continuity Management (ITSCM) goals at dealing with risks that would severely effect IT services. ITSCM guarantees that the IT provider issuer can usually provide minimum agreed Service Levels, by means of reducing the threat from disaster activities to an acceptable degree and planning for the recovery of IT offerings. ITSCM must be designed to support Business Continuity Management.

Q15. What Type Of Information Is Captured In An Information Security Policy?

Information safety policies are the documented enterprise and technical guidelines for defensive an corporation from information security danger confronted with the aid of its business and technical infrastructure. These written coverage files provide a excessive-degree description of the diverse controls, which the corporation will use to control its information safety risks.

The facts safety policy documents are also considered to be a formal assertion of management’s motive to guard its information asset from relevant risks. In precise cases, the regulations are supported through records security methods that discover key sports required to enforce applicable records security policies.

Q16. What Are The Itil Based Models Adopted By An Organization.?

• Microsoft MOF: Microsoft Operations Framework (MOF) is a chain of 23 files that manual IT experts via the approaches of creating, imposing and coping with green and value-effective services.

• Hewlett – Packard (HP ITSM Reference Model):– This version is a considerable tool useful in offering and describing the numerous IT Management techniques, inter-technique relationships, and business linkages that IT needs to put in region for a hit improvement, deployment and guide of offerings inside the e-world.

• IBM (IT Process Model ):– IBM Process and Service Models software program is an enterprise template that permits you to define common commercial enterprise methods and services across the business enterprise. The software includes a fixed of high-quality exercise commercial enterprise manner models and carrier definitions to help center gadget renewal and integration initiatives.

Q17. Is There A Trade-off Between Return And Risk?

According to trendy portfolio idea, there's a alternate-off among risk and go back. All other elements being identical, if a particular investment incurs a better risk of monetary loss for potential investors, those traders ought to be capable of count on a higher return if you want to be drawn to the better danger.

In majority of instances, even though there is no promise of higher returns on risky property, so the higher chance just has a tendency to scare off capability investors, keeping the returns on a given funding low. The only investments that could truely try and promise higher returns for higher hazard are bonds, or even then the better returns received’t be generated if the issuing organization is going default.

Q18. What Is A Balanced Scorecard?

Balanced scorecard is a strategic planning and control gadget that is used notably in business and enterprise, authorities, and nonprofit organizations international to align enterprise activities to the imaginative and prescient and approach of the organization, improve internal and external communications, and display corporation performance towards strategic desires.

Q19. What Is The Relation Between Availability, Availability Service Time And Downtime?

Availability % = (Available carrier time –downtime) / Available carrier time to make certain that each one the IT services are available and are functioning successfully each time clients and users want to use them within the framework of the SLAs in force.