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Here are ITIL Interview Questions for fresher as well as experienced candidates to get their dream job.
1) What is ITIL?
ITIL stands for Information Technology Infrastructure Library is a set of guidelines that helps Software professionals deliver the best IT services. These guidelines are best practices that are gathered, observed, and put together over time to provide quality IT services.
2) What is the difference between ITIL and COBIT?
The difference between ITIL and COBIT is:
|ITIL is used for Information Technology Service Management.||COBIT is used for the integration of information and technology|
|It enables to implement guideline of business||It enables us to derive guidelines for business operations.|
| It has features like: || It has features like: |
3) Why ITIL is required?
Here, are reasons why ITIL is needed:
4) Mention the objectives of Incident management?
The objectives of the incident management process are:
5) What are the advantages of ITIL?
The advantages of ITIL are:
6) Define Service Level Agreement
A Service Level Agreement is a commitment between a service provider and the end-user. It represents the level of service, which is assumed by this service provider.
7) What the important features of ITIL?
The important features of ITIL are:
8) Explain various service providers that are part of the ITIL process
Various service providers that are part of ITIL process:
9) Explain event management in ITIL
Event management is used to ensure configuration items and services are continually observed. It can also be used to filter and categorize events to know specific actions.
10) Mention the basic difference between change requests and a service request?
A change request is a proposal to make changes in a particular system or product. While a service request is submitted by the user and is a request for IT service access and changing of standard.
11) What are the three levels of SLA?
The three levels of SLA are:
12) What is the primary difference between a process and a project?
The primary difference between process and project is that a project has a finite lifespan while a process is continuous and having no deadline.
13) List the different Knowledge Management Systems
Different Knowledge Management Systems are:
14) Mention the goals of problem management in ITIL
The goals of problem management in ITIL is to:
15) Explain the responsibilities of Service Desk
Responsibilities of an ITIL Service Desk are:
16) Differentiate between customers and end-users
A customer is an entity having the capability to choose a product from the suppliers while the end-user is a direct recipient of service or product.
17) Differentiate between service request and incident
A service request is a request which is processed by a user. The incident is an unplanned reduction in the quality of an IT service.
18) What is a CAB?
CAB (Change Advisory Board) is a group of people who are involved in the change management process. They are mainly deal with authorization, prioritization, assessment, and scheduling of the changes.
19) Define Freeze period in ITIL
The freeze period in ITIL is a particular time period in the development, after which severity and strictness and are observed. It requires rules for making changes to the source code.
20) List the workaround recovery options.
Recovery options are commonly classified as:
21) Explain the 4 P's needed for the Service Management in ITIL
4 P's needed for the Service Management in ITIL are:
22) What is the RACI model?
RACI defines as:
23) Explain CSI in ITIL
CSI or Continues Service Improvement is the final stage in the Lifecycle of ITIL. During this stage, services within the IT service provider are reviewed to identify the areas for improvement.
24) What are the important ITIL stages?
Important ITIL stages are:
Service Strategy Operations ensure that services such as fulfilling user requests, working on service failures, fixing problems, and carrying out routine operational tasks efficiently and effectively.
This stage ensures agreed service is delivered when, where, and at the defined cost.
Service Transitions: The goal of the Service Transition process is to build and deploy IT services. It also makes sure that changes to services and Service Management processes are conducted in a coordinated way.
Service Operations: This ITIL stage focuses on meeting end-users' expectations while balancing costs and discovering any potential problems.
Continual Service Improvement: It makes sure that IT services can recover and continue from a service incident. It helps to conduct business simper analysis to prioritize business recovery.
25) What is the main difference between an incident and a problem?
An incident can be defined as an event that leads to disruptions in IT service, and a problem is the underlying reason of these incidents.
26) Define Post Implementation Review (PIR)
Post Implementation Review is the evaluation and examination of the working process as well as a solution. It is generally performed after the change request is put into effect to ensure that the implemented changes were successful or not.
27) What is the Operational Level Agreement?
Operational Level Agreement or OLA is a contract. It emphasizes the various IT groups in a company and how they design services to support SLA.
28) Define configuration baseline
The configuration baseline in ITIL is a baseline that is used for a configuration purpose. It is managed by the change management process.
29) Mention layers of service management measurements.
Layers of service management measurements are:
30) Why Service Transition is used?
Service Transition is used to:
31) Mention 7 steps involved in continual service improvement
Seven steps involved in continual service improvement are:
32) Mention the applications of ITIL
The important areas where ITIL plays an effective are:
33) List some popular web-based service desk tools
Popular web-based service desk tools are:
34) Explain Return on Investment
ROI is an investment of resources taking advantage to the investor. It can be calculated as Return on investment (%) = Net profit / Investment x 100.
35) Define change management
Change management is a group of people who find and approve changes to the software. It enables to review the important changes that will take place in the future. Modifications needs and approval by ensuring they do not have any negative impact on the system.
36) Define the concept of IT policy
An IT policy is the management of communication and storage work. For example, One IT policy can be referred to as email attachment size.
37) Define Service Reporting
Service Reporting is the process of producing and delivering reports of trends and achievements against Service Levels.
38) Explain the term Service Assets and Configuration Management
Service Assets and Configuration Management (SACM) mainly deals with maintaining and verifying assets database, which are also made available to other processes.
39) Differentiate between service and product
The difference between service and product is:
|Services are both produced as well as consumed at the same time.||Products cannot be produced or consumed at the same time.|
|Services are inconsistent.||Products are consistent.|
|The user can participate in the production of services.||The user cannot participate in product production.|
|They are not tangible.||They are tangible.|
40) Mention processes involve in Service Design
Processes involved in service design are:
41) What is the responsibility of the process owner?
The process owner is responsible for the design, performance, integration, improvement, and management of a particular process.
42) Explain five qualities of information assets in IT security management?
Five qualities of information assets in IT security management are:
43) What is the significant difference between ITIL v2 and ITIL v3?
The significant difference between ITIL v2. Vs. ITIL v3 is:
|ITIL v2||ITIL v3|
|It focuses on the product, process, and people.||It focuses on a product, process, people, and partners.|
|The version provides a process-oriented approach.||The version provides Lifecycle based approach.|
|In v2 of ITIL, security management is part of the evaluation.||In v3, security management is a completely separate process.|
|Focuses on service design and strategy.||Equal attention to all processes.|
|Have 10 processes and 2 functions.||Have 26 processes and 4 functions.|
44) Define SLR
Service Level Requirements or SLR is a document having the requirements for a service from the client viewpoint to define a target.
45) What is capacity management?
Capacity Management is focused on ensuring that at all times, the cost-effective capacity exists that meets the business demands mention in SLA.
46) What is IT Service Continuity Management?
ITSCM process ensures that the service provider provides the minimum agreed-upon levels of service.
It uses techniques like Business Impact Analysis (BIA) and Management of Risk (MOR).
47) Why evaluation process is important?
The evaluation process is important because it assists you in assessing significant changes, like the introduction of a new service to an existing service.
48) What is the difference between Utility and Warranty?
|The utility is defined as functionality offered by service or product from the customer perspective.||Warranty is defined as a promise that service or product will agree with the need.|
|The utility deals with is what the client gets.||Warranty deals with how service is delivered.|
|The utility should meet the customer requirement, that is, it should fit for the intention.||Warranty should operate the service properly.|
|Utility can increases the performance average.||Warranty can reduce performance variation.|
49) What is alert in event management process management?
An alert indicates that a failure has occurred. Alerts are created and managed by system management tools. The event management process manages the alerts.
50) Explain various types of services
Different types of services are:
51) What are the resources?
Resources can be defined as a tangible assets of an organization. They can be purchased in order to deliver service. Resources include the people, applications, and IT infrastructure.
52) What are the capabilities?
Capabilities defined as an ability for coordinating, controlling, and deploying resources to create services. They can be driven by experience and are depending on the information.
53) Explain Core Services in detail
Core services give the basic results needed by the customer. These services signify the value that a customer requires.
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