Interview Questions.

Q1. Explain Security Controls/measures?

Preventive Prevent the event to be able to affect service Firewall.

Reductive Minimize feasible damage.

Detective find out the event as quickly as possible.

Corrective repair damage as soon as feasible.

Q2. Explain Work Around Or Common Recovery Options?

Fast restoration: (HOT standby) Recovery inside 24 hours.

Intermediate recovery: Service is available in parallel setup, mirroring load balancing.

Gradual restoration: Cold standby Recovery inside three days (extra than 24 hours).

Q3. Define Service Operations

How to control provider on an ongoing basis to make certain their targets are carried out.

Service operation is responsible for all ongoing turns on required to assist and deliver services.

Q4. Itil Based Models Adopted By Organization?

Microsoft MOF

Hewlett – Packard (HP ITSM Reference Model)

IBM (IT Process Model)

Q5. What Is Itil?

Systematic technique to excessive high-quality IT service shipping.

Provides not unusual language with nicely-described phrases.

ITIL offer bendy framework to develop service control model for organisation.

Q6. Explain Service Portfolio Management?

SPM is managing all services across the company.

Define    >   Business requirement

Analyse  >   Plan

Approve >   Get approvals

Charter  >   Deploy

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

Q7. What Is Service Process Management Process?

Process is a set of activates designed to achieve a specific goal.

Input >> Process >> output.

Process is closed loop.

Q8. Explain Sla Types?

SLA Agreement between External IT provider provider and consumer.

OLA Agreement among Internal IT provider provider and purchaser.

SLR Service level requirement listing of all services.

Q9. Service Design Availability Maintainability?

How speedy service can be repair after failure.

MTRS Mean time to repair carrier.

MTRS =Total downtime in hours /Number of provider breaks

Q10. Explain Roles In Service Management?

Role is a set of linked behaviors or connected moves done via crew or group or person individual.

Business Relationship Manager (BRM): BRMs establish a strong commercial enterprise courting with the purchaser by means of knowledge the patron’s commercial enterprise and their client consequences.

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

Q11. Service Design Availability, Reliability?

Reliability outline carrier run with out interruption

MTBSI (Mean Time between Service Incidents)

MTBSI = Available time in hours /Number of breaks.

MTBF = Total downtime in hours /Number of breaks

Q12. What Is Raci-vs?

Verified – person who checks whether the recognition standards were met.

Sign off – deliver the log out to the assignment.

Q13. Define Service Trition?

How to implement services in production as per layout offerings.

Coordination and handling of the system.

Build, take a look at and set up a launch in to manufacturing.

Q14. Explain Raci Model?

RACI Model truly defines roles.

Responsible – Person accountable to get process completed.

Accountable –person responsible for every project.

Consulted    – individuals who are consulted.

Informed – People who're inform on the progress.

Q15. What Is Continues Service Improvement (csi)?

Continues evolution of carrier and discover ways to improve offerings.

Q16. What Is Business Relationship Management ?

Establish relationship with clients, understand customers and fulfil clients want.

Q17. Explain Service Portfolio, Service Catalogue And Service Pipeline?

Service portfolio –>Defines offerings furnished by means of service company across all Market and all clients.

Service Catalogue –>Is the sub set of Service portfolio .Services ready to offer to  client is listed in service catalogue.

Service Pipeline –>Is consist of offerings below development.

Q18. Explain Service Design?

Design new or modified provider for creation in to live surroundings .

Improve Quality of service.

Effective services.

Improve selection making.

Q19. Explain Service Strategy Process?

Define the marketplace.

Define offerings and capability clients.

Develop the offerings.

Design the provider.

Develop strategic asset.

Develop service as strategic asset

Prepare for executions.

Implement the carrier.

Q20. What Are Types Of Service Provider?

Type I    >>   Internal service provider.

Physically placed in the business enterprise which it serve.

Type II   >> Shared offerings.

These are self sufficient units within the business enterprise like Finance HR.

Type III >>  External carrier issuer having particular knowledge. Consolidate need and

Offer competitive fee.

Q21. Define Service Management?

Service Management is trforming resources into valuable offerings.

Q22. Explain Service Strategy?

Service approach represents regulations and targets to reap carrier aim.

Help control to acquire intention.

Determine services.

Q23. What Is Service Management Measurements?

To manipulate and control the technique it ought to be monitor and measure.

Four metrics for performance dimension

Progress

Compliance

Effectiveness

Efficiency

Q24. Define Service Strategy?

How to layout, increase and enforce service management for business enterprise is outline below service strategy.

Q25. Explain Retired Services?

In carrier portfolio offerings which are not in use/old due to current Internal/External constrain are known as retired services.

Q26. What Are The Different Sourcing Options?

In sourcing : Utilize internal corporation.

Out sourcing : lease outside organisation.

Co _sourcing : Combination of In sourcing & Out sourcing.

KPO : Knowledge system outsourcing.

BPO :  Business technique outsourcing.

Q27. Explain Capacity Management Process?

Goal of ability control is optimization of existing assets and planning destiny assets.

Review current potential  è Improve current potential è Assess new ability Plan new capability.

Q28. Explain The Availability Managements?

Availability Managements guarantees stage of carrier availability.

Proactive availability control.

Reactive availability control.

Q29. What Is Service Level Management?

The desires of SLM as defined by using ITIL are to keep and improve IT provider nice through a consistent cycle of agreeing, monitoring, and reporting upon IT provider achievements and instigation of actions to eliminate inadequate carrier in line with enterprise or fee justification.  Through these strategies, a better courting among IT and its Customers can be advanced.

Q30. Difference Between Itil V3 And V2?

Managing services as a portfolio is a new idea in ITIL V@

Service Catalogue Management become delivered as a new manner in ITIL V@

http://wiki.En.Itprocessmaps.Com/index.Hypertext Preprocessor/Comparison_between_ITIL_V3_and_ITIL_V2_-_The_Main_Changes.

Q31. Availability Management Information System?

AAMIS comprise

AM information and file

Availability trying out plan

Availability plan

Availability Design specification and criteria

Q32. What Is Itil Service Management?

Service management is a set of specialised organizational skills for supplying values within the shape of provider.

The act of trforming resources into services is the core of provider control.

Q33. Four Ps Of Service Strategy?

Perspective: Vision and path

Pattern:Way of doing activates

Position:Basis on which the provider will compete

Plan:How to acquire the goal

Q34. Explain Service Level Management?

SCM Process makes positive provider catalogue is created, maintained and incorporate correct statistics.

Scope

Define the provider.

Create correct provider catalogue.

Link carrier catalogue with service portfolio.

Link supporting offerings with carrier catalog.

Q35. Explain Service Package?

Set of offerings available to supply to client.

Service bundle contain

@Core Service package deal

Details description of core provider.

@Service stage bundle

Level of provider supplied  Diamond gold silver.

Q36. Define Service Design?

How to layout expand services and carrier management and converting carrier objective in to variety of offerings.

Q37. Return On Investment?

Investment of a few useful resource yielding a advantage to the investor.

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

Q38. Explain Information Security Management?

ISM guarantees safety of statistics, device furnished by means of IT offerings to give up customers.

Information Availability proper statistics to right person.

Confidentiality reveal statistics to legitimate customers.

Integrity Maintain integrity.

Q39. What Is The Type Of Services?

Customer – dealing with services

These services fascinate client without delay. These are  middle offerings .

Example HR services

Supporting services

Support purchaser offerings and not visible immediately with the aid of costumer

Email service for HR.

Q40. Types Of Service Catalogue?

Business provider catalogue is as consistent with consumer view .It is maintain for every commercial enterprise unit.

Technical carrier catalogue contain information approximately all IT services.

Q41. What Is Service Design Package?

SDP  record  contain  all necessities via each stage of its lifecycle.

Four P’s of design

People

Product

Processes

Partners/Suppliers

Q42. What Is Itcm Process?

Initiation -> get requirement and plan -> implementation-> non-stop development

Initiation -> outline scope

Get requirement and plan-> BIA RA

Implementation -> develop/take a look at/enforce plan Continues improvement- > overview Audit

Q43. Itsm It Service Continuity Management?

Support the commercial enterprise continuity management technique.

Ensure It offerings may be resumed inside outline time frame.

Maintain BCP pl

Conduct Regular risk Analysis for IT carrier

BIA Business Impact evaluation if no TO carrier to be had

RA Risk analysis Identify and evaluation of chance

Define ITSCM plan

Test Plan

Q44. Explain Itil Service Life Cycle Model?

Service Strategy

Service Design

Service Trition

Service Operation,

Continual Service Improvement

Q45. Explain Service Catalogue Management?

SCM Process makes positive carrier catalogue is created, maintained and incorporate accurate records.

Scope; Define the provider.

Create accurate service catalogue.

Link service catalogue with carrier portfolio.

Link helping offerings with service catalog.

Q46. Explain Below Availability Terms?

Continuous Availability: layout the provider to get one hundred % availability. This Service has no unplanned or deliberate downtime.

Fault Tolerance No interruption in carrier after the thing fail.

Q47. Explain Financial Management?

In provider method economic management covers budgeting accounting and charging necessities.

Budgeting >> Provide sufficient price range to run enterprise Cost and profits estimation .

Accounting >>  offer control statistics on the cost. Cost analysis and reporting.

Charging >> presenting finances by means of charging back to client.

Q48. Service Design Aspects ?

Set of services to be had to deliver to patron.

Identify commercial enterprise wishes.

Service portfolio design.

Technology structure.

Process layout

Measurement design

Q49. Define Availability?

Availability % = (Available provider time –downtime) / Available carrier time

Time that the service functioned correctly expressed as a percentage the total time it has been agreed that the IT offerings are to be on hand to users.