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ITIL

ITIL

Stages and Processes
Service Lifecycle
Value
Measures
What is ITIL
What is a Service
Warranty
Alignment
Efficiency Gains
Resources and Capabilities
Continual Service Approach
Partnering with the business
Roles
Service Experience
Interview Questions
Benefits
Assets
Performance metrics
Best Service Desk Software
Salaries

Service Strategy

Service Strategy

Economic Climate
Addressing the Barriers
Silos and Reducing Barriers
Service Portfolio
Overview
Demand Management
Strategy Generation
Proactive Not Reactive
Financial Management
Continual Service Improvement
Organisational Health
Service Provider

Service Design

Service Design

Information Security Management
Operational Level Agreement (OLA)
Delivery Models
Availability Management
Design Challenges
Capacity Management
Service Level Agreement (SLA)
Supplier Management
Design Risks
Service Design Package
ITSCM
Service Level Management
Service Catalogue
Architecture and Standards Documents (Design Deliverable)
Starting Design
Plans

Service Transition

Service Transition

Overview
Knowledge Management
Configuration Item
Measurements and Monitoring
Release Management
Validation and Testing
Asset and Configuration Management
Change Management
Release Policy
Knowledge Transfer
Evaluation
Roles
Stakeholder Management
Control and Discipline
Planning and Support

ITIL Exam

ITIL Exam

Where can you take an ITIL Exam
Which Type of ITIL Training
List of Accredited ITIL Training Organizations in US
Which Languages is the ITIL Exam Available
How Much Does the ITIL Foundation Cost?
Braindumps and Torrents
How Many Questions on the ITIL v3 Foundation Exam
ITIL Test Centres in London
ITIL Test Centres in Italy
ITIL Test Centres in Brazil
ITIL Test Centres in US
ITIL Test Centres in Netherlands (Nederland)
ITIL Test Centres in Canada

ITIL - Interview Questions





Our team has created a list of popular ITIL interview questions to help you grab that new ITIL job! All of the interview questions cover ITIL related topics, methods and terms - the perfect interview preparation.

We hope you find them useful and good luck with the interviews!

ITIL Interview Questions
Interview Questions

Q1. If we used an external organisation to help us develop part of our service, what would that be called?

Q2. Can you name a risk that might occur whilst designing a service?

Q3. Can you name 3 types of SLA?

Q4. In your opinion, what should an SLA contain?

Q5. Why would you use SACM?

Q6. What is an OLA?

Q7. Why do we need CSFs?

Q8. When would we create a Service Design Package?

Q9. What type of information would you store in the Service Catalogue?

Q10. Can you give an example of a policy?

Q11. Why would you use Change Management?

Q12. What are the steps you would follow when a Change Request comes in?

Q13. What information would you attach to a Release Policy?

Q14. What inputs do we need before we can being testing a service?

Q15. Can you name 3 types of testing?


Answers to the above questions:

A1

Outsourcing

A2

Risks can come in many different forms including; financial markets, failures with IT or business projects, legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as deliberate attacks from an adversary such as hacking.

A3

  • Service based SLA
  • Customer based SLA
  • Multi level SLA


A4

Typically, an SLA is made up of any of the following:

  • 1.Service name
  • 2.Clearance information (with location and date)
  • 3.Contract duration
  • 4.Description/ desired customer outcome
  • 5.Service and asset criticality
  • 6.Reference to further contracts which also apply (e.g. SLA Master Agreement)
  • 7.Service times
  • 8.Required types and levels of support
  • 9.Service level requirements/ targets
  • 10.Mandated technical standards and specification of the technical service interface
  • 11.Responsibilities
  • 12.Costs and pricing
  • 13.Change history
  • 14.List of annexes


A5

SACM stands for Service Asset and Configuration Management. By capturing information and keeping it up to date, we help people make informed decisions at the right time. In addition, providing accurate configuration information can proactively help resolve incidents and problems much faster.

A6

The Operational Level Agreement is an agreement between an IT service provider and another part of the same organization. This could be the development team, the support team or helpdesk

A7

Critical Success Factor (CSF) is the term for an element that is necessary for an organization or project to achieve its mission. It is what drives the company forward through its strategy.

A8

An SDP is produced for each new IT service, major change, or IT service retirement.


A9

The Service Catalogue contains a list of services that an organization provides, often to its employees or customers. For each service within the catalogue, we typically include description, timeframes or SLA for fulfilling the service, owners (who is entitled to request/view the service), costs and how to fulfil the service.

A10

Attachment sizes for mailboxes

A11

We use Change Management to standardize our methods and procedures for dealing with changes and thereby reducing risk and disruption. We record all changes to assets or confirmation items in the Configuration Management System. This allows us to define and agree on those changes and ensure that only people who have the appropriate authority can make changes.

A12

  • Record it
  • Evaluate it
  • Prioritize it
  • Plan it
  • Test it
  • Finally, implement it


A13

  • Unique identification for the release
  • Type of release (minor, major, beta, alpha etc)
  • Naming conventions for the release e.g. dates, times, version numbers
  • Description of the release
  • Roles for each stage of the release
  • Expected frequency
  • Mechanisms to build, install and distribute the release (focusing on re-use and efficiency here)
  • Criteria for acceptance of the release into various environments (test, training, live etc.)


A14

  • Service package
  • SLP
  • Interface definitions for the service provider
  • Release plans
  • Acceptance criteria


A15

All of these are types of testing:

  • Usability testing
  • Accessibility testing
  • Process testing
  • Stress and load testing
  • Availability testing
  • Compatibility testing
  • Security testing
  • Regression testing


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