Transcript
Page 1: Top 100 ITIL Interview Questions and Answers for ITIL Jobs

Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by 

www.itilv3exam.com 

More ITIL interview questions for ITIL jobs can be find from www.itilv3exam.com

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)�

Page 2: Top 100 ITIL Interview Questions and Answers for ITIL Jobs

Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by 

www.itilv3exam.com 

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?�

Page 3: Top 100 ITIL Interview Questions and Answers for ITIL Jobs

Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by 

www.itilv3exam.com 

More ITIL interview questions for ITIL jobs can be find from www.itilv3exam.com

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�

Page 4: Top 100 ITIL Interview Questions and Answers for ITIL Jobs

Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by 

www.itilv3exam.com 

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?�

Page 5: Top 100 ITIL Interview Questions and Answers for ITIL Jobs

Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by 

www.itilv3exam.com 

More ITIL interview questions for ITIL jobs can be find from www.itilv3exam.com

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�

Page 6: Top 100 ITIL Interview Questions and Answers for ITIL Jobs

Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by 

www.itilv3exam.com 

More ITIL interview questions for ITIL jobs can be find from www.itilv3exam.com

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?�

Page 7: Top 100 ITIL Interview Questions and Answers for ITIL Jobs

Top 100 ITIL interview Questions and answers for ITIL jobs, Collected by 

www.itilv3exam.com 

More ITIL interview questions for ITIL jobs can be find from www.itilv3exam.com

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?�


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