Last updated 10/10/2023
So, what is it that has brought a revolution in the field of IT Service Management?
Undoubtedly, it’s the ITIL framework!
And from the day ITIL v3 has been updated to ITIL v4, it’s been turning tables for IT service management for sure. As we all know, downtime on IT can cause huge business losses. With all the organizations wanting to achieve zero downtime, ITIL 4 has been a savior since it offers strong, develop, and time-tried practices that have pertinence to a wide range of service associations. And this goes without saying, ITIL v4 certified professionals are the need of the hour right now.
But, getting a job is not very easy in the ITIL field. In our previous article “How to crack an interview in ITIL”, we have given you 10 tips to crack an ITIL interview. You need to take care of a few basic things to do that.
Here’s a little brief of that in case you missed it:
You need to stay updated on the current market about the new tools and technologies, be capable to analyze organizational strength and weakness, and most importantly, check where you really fit in. Once these all fields are taken care of, you can finally move towards going through some mostly asked ITIL interview questions. And just to help you out, we have lined up the top 20 ITIL interview questions with their answers for you. Take a look!
Ans: Information Technology Infrastructure Library, mostly known as ITIL is a collection of comprehensive practices for IT Service Management (ITSM), which focuses on IT services alignment with the requirements of business needs.
It helps businesses to achieve their mission with the best way to plan, manage, and deliver.
Ans: ITIL V3 organizes all ITIL processes into 5 service lifecycle stages:
Ans: The major benefits of ITIL are:
Ans: The main benefits of Service Desk implementation are as follows:
Ans: Workflow and procedure diagrams are utilized by the service desk.
Ans: The main objectives of the incident management process are:
Ans: The incident management system consists of the following steps:
Ans: Incident Management is the process of managing the lifecycle of incidents that are reported. It consists of several steps that must be carried out to resolve and document the incidents.
Ans: An SLA or Service Level Agreement is a commitment between the internal or external service provider and the end-user. It represents the level of service assumed by the service provider.
Ans: There are 3 types of SLA:
Ans: The purposes of Problem Management are:
Ans: The stages of the overall Problem Management process are as follows:
Ans: A Known Error is a problem that has a recorded root cause and a workaround.
Ans: You can close a Know Error depending on the following conditions:
Ans: The objectives of the IT Service Continuity Management are:
Ans: The PDCA cycle is a 4 step management method used for control and continuous improvement of a product/process in a business. It is also known as the Deming cycle/ circle/wheel.
The phases are categorized into:
Ans: The primary purpose of Configuration Management is to collect, store, manage, update, and verify data on IT assets and configurations in the enterprise.
Ans: A project has a finite lifespan. A process is continuous and has no end date.
Ans: The responsibilities of an ITIL Service Desk are:
Ans: Reactive problem management identifies and eliminates the root cause of known incidents. On the other hand, proactive problem management prevents incidents by finding potential problems and errors in the IT infrastructure.
Ans: An incident is an event that leads to unplanned interruption to an IT service.
On the other hand, a problem is an underlying cause of one or more incidents.
If you go through these ITIL interview questions, you are definitely going to rock the interview. Also, do you know what really helps during the ITIL interview? An ITIL 4 certification! And you’ll be happy to know, we can provide you both ITIL 4 training and certification at a very minimum cost! Grab it, be confident, and start your journey towards the world of ITIL!
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