ITIL Interview Questions and Answers

ITIL Interview Questions and Answers

Q1 : Explain one benefit of ITIL?
A : The quality and the costs of the IT services can be controlled more efficiently.

Q2 : Which ITIL process controls the flow of incident information?
A : Incident Management

Q3 : Which ITIL Core volumes places and prioritizes improvement programs according to strategic objectives?
A :  Continual Service Improvement accommodates learning and improvement, and prioritizes improvement programs and projects in accordance with an organization’s strategic objectives.

Q4 : What is the primary task of error control?
A : Correcting known errors.

Q5 : ITIL process Incident Management. Objective?
A : Restore normal state IT service operations as quickly as possible to minimize the adverse impact on business operations by correcting malfunctions in the services.

Q6 : What’s “Mean Time To Repair” (MTTR)?
A : Average downtime of a service.

 Q7 : Reliability, Serviceability, and Maintainability are components of which ITIL process?
A : Availability Management

Q8: While registering an incident what will be the first step?
A : Giving an incident number.

Q9 : What is meant by the urgency of an incident?
A : The degree to which the solution of an incident tolerates delay.

Q10 :  How does problem management contribute?
A : By making a knowledge database available, it contributes
To a higher solution percentage of first-line support.

Q11 : What is Problem Management?
A : ITIL process responsible for tracing the underlying cause of errors.

Q12 : What’s the goal of Problem Management?
A : As per ITIL the goal of Problem Management is to minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors.
Problem Management tries to get to the root cause of Incidents and then initiate actions to improve or correct the situation.

Q13 : What’s the plan for Desktop rollout projects?
A :

  1. Evaluate
  2. Plan
  3. Build
  4. Deploy
  5. Operate

Q14 : What’s the importance of a service desk?A :

  1. The Service Desk is critically important as the very first contact the organization’s users have with IT Services.
  2. This department also distributes information to users.
  3. It is responsible for tracking and monitoring an incident also.

Q15 : Explain the difference between a process and a project?
A : A process is continuous and has no end date.
The project has a finite lifespan.

Q16 : When must a Post Implementation Review take place?
A : After every change.

Q17 : What’s the difference between problem and known error?
A : A `problem’ is an unknown underlying cause of one or more incidents, and a `known error’ is a problem that is successfully diagnosed and for which a workaround has been identified. The outcome of known error is a request for change (RFC).

Q18 : What are the Benefits of an Incident Management Process?
A :

  1. Incident detection and recording
  2. Classification and initial support
  3. Investigation and diagnosis
  4. Resolution and recovery
  5. Incident closure
  6. Incident ownership, monitoring, tracking and communication
  7. Repeatable Process

Q19 : What is ITIL?
A : The Information Technology Infrastructure Library (ITIL) is a framework of best practices. The concepts within ITIL support information technology services delivery organizations with the planning of consistent, documented, and repeatable or customized processes that improve service delivery to the business.

Q20 : What are the benefits of implementing a service desk?
A :

  1. Increased first call resolution
  2. Improved tracking of service quality
  3. Improved recognition of trends and incidents
  4. Improved employee satisfaction
  5. Skill-based support
  6. Rapidly restore service
  7. Improved incident response time
  8. Quick service restoration

Q21 : When can the KE known error be closed? 
A : When a review of the change has lead to a satisfactory result.

Q22 : What is IT Service Continuity Management responsibilities?
A :

  1. Analyzing risks.
  2. Testing back-out arrangements.
  3. Drawing up back-out scenarios.

Q23 : Explain Deming quality circle steps must ensure good performance?
A : Plan-Do-Check-Act

Q24 : What Information is regularly exchanged between Problem Management and Change Management?
A : RFCs resulting from known errors.

Q25 : What is Proactive problem management?
A : Finding potential problems and errors in an IT infrastructure before they cause incidents.