top 100 itil interview questions and answers for itil jobs

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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)

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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?�