Here are the top 20 most frequently asked ITIL interview questions and their answers. These all-inclusive questions are framed by Intellipaat experts, providing ITIL Training to give you an idea of the types of questions asked in interviews. Go through these questions and answers for grabbing your dream job!
IT investments and staff always find that they break their work schedule. This happens because the unscheduled work always takes priority over the work that is planned. ITIL can help an organization stop this continuous cycle and can, therefore, help employees focus on the total cost of ownership (TCO) and other activities in their respective departments.
It is the task of the Change Manager. A Change Manager plays a key role in ensuring that the projects (change initiatives) meet their objectives within timelines and the said budgets by increasing employee adoption and usage. This person will focus on the people-side changes, including changes that happen to business processes, systems and technologies, job roles, and organization structures.
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It is known as Post-implementation Review (PIR). PIR is an assessment and review of the complete working solution. It will be performed after a period of live running, sometimes after the project is completed.
The Post-implementation Review is used to evaluate the effectiveness of the system development after the system has been in production for a specific period of time (usually 6 months). It is a free-form report, and not all sections of it are relevant or necessary to the final product. A description of the Post-implementation Review report is always produced.
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Capacity Management is responsible for ensuring that the organization is aware of new and changing technologies. It is the discipline that checks and verifies that IT infrastructure is provided at the right time in the right volume at the right price, with utmost efficiency.
This requires inputs from many areas of the business to identify what services are (or will be) required, what IT infrastructure is needed to support these services, what level of contingency will be needed, and what the cost of this infrastructure will be.
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The Operational-level Agreement (OLA) is a contract that defines how various IT groups within a company plan to deliver a service or a set of services. OLAs are designed to address and solve the problem of IT silos by setting forth a specific set of criteria and defining a specific set of IT services to be performed by each department.
It should be noted that the term ‘Service Level Agreement’ (SLA) is used in many companies while discussing the agreements between two internal groups. However, according to the Information Technology Infrastructure Library (ITIL) framework for best practices, this type of internal contracts is better known as Operational-level Agreement.
The two service management processes are Availability Management and IT Service Continuity Management.
ITIL Availability Management aims at defining, analyzing, planning, measuring, and improving all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles, etc. are appropriate for the agreed availability targets.
IT Service Continuity Management (ITSCM) aims at managing risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide the minimum agreed service levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.
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Service Portfolio: It defines services provided by service providers across the market and all customers. The objective of ITIL Service Portfolio Management is to manage the Service Portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet the required business outcomes at an appropriate level of investment.
Service Catalogue is a subset of Service Portfolio. Services ready to be offered to customers are listed in this catalog. An IT Service Catalog is a list of available technology resources and offerings within an organization.
Service Pipeline consists of services under development. It is a great opportunity to view the direction of a service provider’s growth as it discusses and includes the future services that are currently under development by the service provider.
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Different knowledge management systems are given below.
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Availability % = (Available service time – downtime)/Available service time It is used to ensure that all IT services are available and are functioning correctly whenever customers want to use them in the framework of SLAs in force.
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ISO/IEC 27002:2013 gives guidelines for organizational information security standards and information security management practices including selection, implementation, and management of controls, taking into consideration the organization’s information security risk environment(s).
It is designed to be used by organizations that intend to:
The PDSA cycle is a systematic series of steps for gaining valuable learning and knowledge for the continual improvement of a product or process. Also known as the Deming Wheel or Deming Cycle, the concept and application of the PDSA cycle was first introduced to Dr. Deming by his mentor, Walter Shewhart of the famous Bell Laboratories in New York.
the four phases of the plan-do-check-act cycle are as follows:
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Information security policies are the documented business and technical rules for protecting an organization from information security risks faced by its business and technical infrastructure. These written policy documents provide a high-level description of various controls, which the organization will use to manage its information security risks.
The information security policy documents are also considered to be a formal declaration of the management’s intent to protect its information assets from relevant risks. In specific cases, the policies are supported by information security procedures that identify key activities required to implement relevant information security policies.
A balanced scorecard is a strategic planning and management system that is used extensively in business, government, and nonprofit organizations worldwide to align business activities to the vision and strategy of an organization, improve internal and external communications, and monitor the organization’s performance against its strategic goals.
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A service request is a formal request submitted by a user for some types of services, software, or hardware. A service request generally refers to something the user wants and/or needs but does not already have, such as a printer or a laptop. It often involves items that are already approved. For instance, if it is a company policy that all employees get access to the cloud-based CRM system and when someone from the marketing department sends a service request for the access, then this does not need any additional approval. The IT help desk can simply fulfill this request.
CMDB contains contents intended to hold a collection of IT assets commonly referred to as configuration items (CI), as well as descriptive relationships between such assets. When populated, the repository becomes a means of understanding how critical assets such as information systems are composed, what their upstream sources or dependencies are, and what their downstream targets are.
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According to modern portfolio theory, there is a trade-off between risk and return. All other factors being equal, if a particular investment incurs a higher risk of financial loss for prospective investors, those investors must be able to expect a higher return in order to be attracted to the higher risk. In the majority of cases, even though there is no promise of higher returns on risky assets, the higher risk just tends to scare off potential investors, keeping the returns on a given investment low. The only investments that can really try to promise higher returns for higher risk are bonds, and even then the higher returns won’t be generated if the issuing organization goes default.
End User: An end user or an end customer directly receives the service or employs the product. End users are not the only customers as there may be intermediate entities like purchasing departments, whose expectations or needs must be carried forward through a series of service contracts or requirement definitions.
Customer: A customer may or may not have the ability to choose between different products and suppliers. For instance, in monopoly situations like local telephone and cable television services, there are scenarios when end users do not make the purchasing decision. It may include clients of social service agencies, court-appointed lawyers, or employees of an organization where the purchasing department makes choices.
IT Service Continuity is a subset of Business Continuity Planning (BCP) and encompasses both IT disaster recovery planning and wider IT resilience planning. It also incorporates those elements of IT infrastructure and services that relate to (voice) telephonic and data communications.
It is a systematic process to prevent, predict, and manage Information and Communications Technology (ICT) disruption and incidents, which have the potential to disrupt ICT services, and it should result in a more resilient IT service capability aligned to wider organizational requirements.
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Fabuluos work…keep it up
Appreciate the hardwork ! Nice Questions .
Nice Stuff. Nice Job. Keep it up
Outstanding effort… Appreciated !
Outstanding effort.. Appreciated !
Thank you very much for your efforts getting this article together! Much appreciated!
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