Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by
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Top 100 ITIL interview Questions and answers for ITIL jobs
The�following�sample�ITIL�interview�questions�vary�in�difficulty�and�can�be�used�to�
interview�anyone�from�your�CIO�to�your�help�desk�staff.�
A� solid� understanding� of� ITIL� can� be� important� for� virtually� everyone� in� your� IT�
organization� including� the� CIO,� IT� directors� and� managers,� architects,� project�
managers�and�support�staff.�
�
ITIL Foundation interview questions�
1.�What�is�ITIL?�
2.�What�is�IT�Service�Management�(ITSM)?�
3.�What�are�the�main�differences�between�ITSM�and�ITIL?�
4.�Are�you�ITIL�certified?�
5.�Is�it�possible�for�an�organization�to�be�ITIL�certified?�How?�
6.�What�is�ISO�20000?�How�does�it�relate�to�ITIL?�
7.�What�is�an�IT�service?�
8.�What�does�service�management�excellence�mean�to�you?�
9.�What�is�the�business�value�of�ITIL?�
10.�What�are�the�benefits�of�ITIL?�Are�there�any�drawbacks�to�using�ITIL?�
11.�Why�has�ITIL�become�such�a�popular�framework?�
12.�What�are�the�stages�of�the�ITIL�lifecycle?�
13.�What�is�the�most�current�version�of�ITIL?�
14.�How�does�ITIL�help�to�reduce�costs�and�minimize�total�cost�of�ownership�(TCO)�
Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by
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More ITIL interview questions for ITIL jobs can be find from www.itilv3exam.com
for�IT�investments?�
15.�Is�it�possible�to�calculate�a�return�on�investment�for�ITIL?�How?�
16.�Does�ITIL�improve�time�to�market�for�new�IT�services?�How?�
17.�Does�ITIL�reduce�IT�risks?�How?�
18.�What�challenges�might�an�organization�have�to�implement�ITIL�processes?� �
19.�What�tools�are�required�to�implement�ITIL?�
20.�What�are�the�objectives�of�a�Service�Culture?�How�does�ITIL�improve�customer�
service?�
21.�Does�ITIL�have�any�weaknesses?�What�are�they?� �
22.�What�is�the�relationship�between�ITIL�and�Enterprise�Architecture?�
ITIL Service Strategy
23.�What�is�a�market-driven�approach�to�service�strategy?� �
24.�What�are�the�benefits�of�a�market-driven�approach�to�service�strategy?�
25.�What�is�a�service�value�definition?�What�information�does�it�contain?�
26.�What�ITIL�processes�are�related�to�service�strategy?�
27.�What�is�a�service�portfolio?�How�is�it�used?�
28.�How�does�ITIL�help�organizations�to�understand�the�costs�of�IT�services?�
29.�What�is�demand�management?�
30.�What�is�differential�charging?� �
31.�What�information�would�you�use�to�build�a�demand�management�strategy?�
32.�What�is�the�relationship�between�IT�strategy�planning�and�ITIL?�
Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by
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33.�How�does�ITIL�make�IT�finances�more�transparent?�
34.�How�does�ITIL�help�to�cut�IT�costs?� �
35.�Is�the�most�effective�price�for�IT�infrastructure�the�cheapest�price?�Why�/�why�
not?�
36.�What�KPIs�can�be�used�to�measure�the�costs�associated�with�IT�services?�
Service Design
37.� How� do� you� ensure� that� the� design� of� a� service� meets� the� needs� of� the�
customer?�
38.�How�do�you�ensure�that�the�design�of�a�service�is�cost�effective?�
39.�How�do�you�ensure�that�the�design�of�a�service�fits�into�the�larger�technology�
environment?�
40.�What�information�is�captured�in�a�service�design�package�(SDP)?�
41.�What's�a�RACI?�What�information�is�captured�in�a�RACI?�
42.�What's�the�difference�between�a�service�catalog�and�a�service�portfolio?�
43.�What�information�should�an�SLA�contain?�
44.�Can�you�give�me�an�example�of�some�metrics�that�are�commonly�included�in�an�
SLA?�
45.�What�is�MTTR?�How�many�minutes�is�a�typical�MTTR?�
46.� How� does� service� level� management� relate� to� availability� and� capacity�
management?�
47.� How� does� service� level� management� relate� to� incident� and� problem�
Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by
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More ITIL interview questions for ITIL jobs can be find from www.itilv3exam.com
management?�
48.�How�does�service�level�management�relate�to�the�financial�management�of�IT�
services?�
49.�Can�you�give�me�some�real�world�examples�of�SLA�violations?�
50.�What�are�the�responsibilities�/�accountabilities�of�the�service-level�manager?�
51.�What's�the�value�of�having�a�service-level�manager?�
52.� What's� the� trade-off� between� availability� and� cost?� How� is� this� trade-off�
balanced?�
53.�What's�an�availability�plan?�
54.�What's�the�difference�between�service�maintainability�and�serviceability?�
55.�What's�the�relationship�between�security�and�service�availability?� �
56.�What�resources�are�managed�by�capacity�management?�
57.� How� does� IT� Service� Continuity� Management� (ITSCM)� related� to� Business�
Continuity�Planning�(BCP)?�
58.� What� are� the� basic� steps� in� the� IT� service� continuity� management� (ITSCM)�
process?�
59.�Is�IT�Service�Continuity�Management�(ITSCM)�reactive�or�proactive?� �
60.�Can�you�give�me�an�example�of�proactive�ITSCM?�
61.�What�information�is�captured�in�an�ITSCM�risk�assessment?�
62.�What�is�information�security?�
63.�Can�you�give�me�an�example�of�a�information�security�risk?�
64.�What�is�the�difference�between�a�information�security�threat�and�vulnerability?�
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65.�What�is�ISO�27002?�
66.�What�does�safety�of�information�mean?�
67.�What�activities�are�conducted�as�part�of�the�security�management�process?�
ITIL Service Transition
68.�What�are�the�goals�of�change�management?�
69.�Is�there�a�trade�off�between�cost�of�a�change�and�risk?�
70.�What�are�Service�Acceptance�Criteria�(SAC)?�
71.�What�are�some�reasons�a�service�might�be�rejected�by�an�IT�service�provider?�
72.�What�are�the�best�practices�for�configuration�management?�
73.�What�is�a�configuration�baseline?�How�is�it�used?� �
74.�What�is�a�Definitive�Media�Library�(DML)?�What�does�it�contain?�
75.�What's�a�CMDB?� �
76.�What's�a�federated�CMDB?�
77.�What�type�of�information�is�stored�in�a�CMDB?� �
78.�What's�a�configuration�item�(CI)?�
79.� What's� the� difference� between� configuration� management� and� release�
management?�
80.� Why� is� it� important� to� manage� customer� expectations� as� part� of� the� release�
management�process?�
81.�What�is�a�release?�What�are�the�different�categories�of�releases?�
82.�What�is�the�purpose�of�a�Post�Implementation�Review�(PIR)?�What�information�
Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by
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is�captured�in�a�PIR?�
83.�What�is�a�Service�Knowledge�Management�System�(SKMS)?�
ITIL Service Operation
84.�What's�the�difference�between�end-users�and�customers?�
85.�What's�a�service�desk?�
86.�How�can�a�service�desk�ensure�excellent�customer�service?�
87.�What�types�of�requests�can�be�submitted�to�a�service�desk?�
88.�Why�does�a�single�point�of�contact�(SPOC)�improve�customer�satisfaction?�
89.�What�is�Software�Asset�Management�(SAM)?� �
90.�What�is�the�goal�of�Software�Asset�Management�(SAM)?� �
91.�What�is�the�difference�between�an�incident�and�a�problem?�Can�you�give�me�an�
example�of�each?�
92.�Can�an�incident�be�a�problem?�
93.�What�is�a�problem�work-around?�Can�you�give�me�an�example?�
94.� Is� there� a� trade� off� between� service�reliability�and�cost?� Can�you� give� me�an�
example?�
95.� How� does� Proactive� Problem� Management� catch� problems� that� might�
otherwise�have�been�missed?�
96.�What�are�the�steps�to�determining�the�root�cause�of�a�problem?�
97.�What�is�Access�Management?�
98.�What�is�separation�of�concerns�(SoC)?�Why�is�it�important�for�security?�
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99.�What�type�of�information�is�captured�in�a�information�security�policy?�
ITIL Continual Service Improvement
1. 100.�How�does�Continual�Service�Improvement�(CSI)�relate�to�other�ITIL�
processes�such�as�Configuration�Management?�
101.�What�are�the�steps�of�the�Continual�Service�Improvement�(CSI)�process?�
102.�What�is�a�balanced�scorecard?�
103.�What�is�Plan-Do-Check-Act?� �
104.�What�is�a�benchmark?�
�