ITIL Interview Questions and Answers
Experienced / Expert level questions & answers
Ques 1. Explain the ITIL Service Lifecycle.
The ITIL Service Lifecycle consists of five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (CSI). Each stage has specific processes and activities that contribute to the overall management of IT services.
Ques 2. What is the role of the ITIL Problem Management process?
Problem Management aims to identify the root cause of recurring incidents and address them to prevent future occurrences. It involves analyzing incidents, determining the underlying problems, and implementing solutions to improve overall service stability.
Ques 3. What are the key elements of the ITIL Service Design stage?
The Service Design stage in ITIL includes designing new or modified services, service management processes, and service infrastructure. Key elements include service level design, availability design, capacity design, and IT service continuity design.
Ques 4. What is the purpose of the ITIL Release and Deployment Management process?
Release and Deployment Management aims to plan, schedule, and control the movement of releases to test and live environments. It ensures that the integrity of services is maintained during the release process and that changes are successfully deployed.
Ques 5. What is the purpose of the ITIL Service Transition stage?
The Service Transition stage involves planning and managing the transition of services from development to production. It ensures that changes are implemented smoothly and that new or modified services meet customer expectations.
Ques 6. Explain the concept of the ITIL Seven-Step Improvement Process.
The Seven-Step Improvement Process in ITIL is a continual improvement approach that involves identifying opportunities for improvement, defining measurable objectives, gathering data, analyzing information, presenting and implementing improvement plans, and evaluating results.
Ques 7. Explain the concept of the ITIL Service Desk as a Single Point of Contact (SPOC).
The Service Desk serves as a single point of contact between users and IT services. It provides a central point for reporting incidents, making service requests, and seeking assistance. This ensures efficient communication and coordination of support activities.
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