10 Important ITIL (Information Technology Infrastructure Library) Interview Questions with Answers

Bhumika Gupta | Updated on 13 Mar, 2020 | Courses ITIL ® and IT Service Management Training Online | 1838

ITIL is a set of practices that make Information Technology (IT) suitable to be used for businesses, also known as ITSM. It describes generic procedures, processes, tasks, and checklists that do not focus on a specific type of organization or technology and help working professionals to strategize, deliver value and maintain a minimum level of competency for an organization with other companies belonging to same field or industry of work. Employees can become ITIL professionals by clearing any or all levels of the certification exam conducted at five different levels namely foundation, intermediate, managing across the life cycle, expert and master. Corporate companies hire ITIL professionals to improve their business capability, efficiency, resource utilization, financial control and perception of IT within a business. If you are a fresher or a working professional looking for career opportunities in ITIL, here are 10 most important ITIL interview questions along with their answer you must go through before applying for a job:

Question: Why did you choose ITIL to pursue a career?

Answer: ITIL offers career opportunities to freshers or working professionals who are keenly interested in business, IT or both domains. (You may go on describing your field of interest). Moreover, it allows a powerful alignment between business and IT and helps improve customer satisfaction and service delivery. It teaches professionals better administration of business risk and service disruption.

Question: How is implementing ITIL service desk helpful?

Answer: Implementing the ITIL service desk is helpful as it improves tracking of service quality, recognition of trends and incident, employee satisfaction and incident response time. It also results in increased first call resolution, rapid restoration of services and quick service restoration.

Question: What all do you need to keep in mind while practicing Incident Management?

Answer: Incident Management is primarily practiced for five objectives:

Using regulated methods and procedures for efficient response, incident reports, documentation, analysis, and ongoing management.
Communicating and visualizing incidents to support IT staff and business.
Resolving and reporting incidents for improving the business perception of IT.
Coordinating Incident management activities and priorities as required.
Using high quality IT services to manage use satisfaction.

Question: As an ITIL professional, what steps will you take for incident management?

Answer: Incident management allows managing lifecycles of reported incidents. This involves various steps that need to be carried out for resolving and documenting incidents. The steps required for incident management process are as follows:

Step 1 Identifying incidents

Step 2 Logging incidents

Step 3 Categorizing incidents

Step 4 Setting priorities of incidents

Step 5 Responding to incidents

Step 6 Initial analysis

Step 7 Escalating incidents

Step 8 Resolving and recovering

Step 9 Closing incidents

Question: What is SLA? Mention its types.

Answer: Service Level Agreement is the commitment between an external or internal service provider and end-user. SLA is used to represent the assumed service level of the service provider. The three types of SLA are:

Customer service level agreement: Exists between the service provider and external customer
Internal service level agreement: Exists between the service provider and internal customer, for example, another site, organization or department, etc.
Vendor service level agreement: Exists between service provider and vendor.

Question: What are the stages required to complete the problem management process?

Answer: The steps required for overall program management are as follows:

Step 1 Problem detection and logging

Step 2 Problem categorizing and prioritizing

Step 3 Investigating and diagnosing

Step 4 Identifying workaround for the problem

Step 5 Raising a known error record

Step 6 Resolving

Step 7 Closing problem

Step 8 Reviewing the problem

Question: Why is configuration management done in ITIL?

Answer: Configuration management allows collection, storage, management and verification of data on IT assets and configuration in the enterprise.

Question: Explain the PDSA cycle along with its phases?

Answer: PDSA cycle refers to plan-do-check-act, which is a four-step management method that allows consistent and controlled improvement in a business. Also known as Deming cycle, wheel or circle; PDSA is categorized into:

Plan: Problem recognition and analysis

Do: Solution development and test

Check: Checking how effective is test solution in handling the problem and analyzing if it is capable of any improvements.

Act: Effective implementation of an improved solution

Question: What do you mean by PIR?

Answer: Evaluating and analyzing complete work solution is known as Post Implementation Review (PIR) and is performed to determine the success if change and its implementation after implementing the change request.

Question: Name and explain any four knowledge management systems.

Answer: The different types of knowledge management systems are as follows:

Capacity Management Information System (CMIS) - Collecting data related to IT infrastructure usage, performance and capacity in a consistent manner, that is stored in single or series databases.

Configuration Management Database (CMDB) - Storing information about software and hardware assets used by an organization.

Definitive Media Library (DML) – A secure logical library used to store and protect definitive, authorized versions of all software media configuration items.

Service Knowledge Management Systems (SKMS) – Primary repository of data, knowledge, and information used by IT companies to administer the lifecycle of their services.

The knowledge of answering interview questions of ITIL can only be obtained after having skills related to the technology. You can learn ITIL anytime and anywhere with the help of ITIL Online Training courses offered by Multisoft Virtual Academy.

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About the Author

Bhumika Gupta

Writer, poet, and artist Bhumika Gupta has been awarded a National Certificate for her writings and is working as a Senior Content Writer at Multisoft. She is keenly interested in the training sector and has been passionately writing about corporate training courses for many years.

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10 Important ITIL (Information Technology Infrastructure Library) Interview Questions with Answers

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