Top ITIL Interview Questions And Answers
Top ITIL Interview Questions And Answers
Top Answers to ITIL Interview Questions
A Change Manager will plays a key role in ensuring that the projects (change initiatives) meet their objectives within timelines and said budgets by increasing employee adoption and usage. This person will focus on the people’s side of change, including changes to business processes, systems and technology, job roles and organization structures.
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 system development after the system has been in production for a specific period (usually 6 months). It is a free-form report, and not all sections are relevant or necessary to the final product. A description of the Post Implementation Review Report is always attached.
This involves input from many areas of the business to identify what services are (or will be) required, what IT infrastructure is required to support these services, what level of Contingency will be needed, and what will be the cost of this infrastructure.
It should be noted that the term Service Level Agreement (SLA) is used in many companies while discussing agreements between two internal groups. However, according to Information Technology Infrastructure Library (ITIL) framework for best practices, this type of internal contract should is better known as an Operational Level Agreement.
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 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.
Service Catalogue is the sub set of Service portfolio. Services ready to be offered to customers is listed in service catalogue. An IT service catalog, sometimes called an IT service portfolio, 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.
(i) Service Support,
(ii) Service Delivery,
(iii) ICT Infrastructure Management,
(iv) Planning to Implement Service Management,
(v) Application Management,
(vi) The Business Perspective and
(vii) Security Management
On the other hand, ITIL v3 is now organized into just five books:
(i) Service Strategy,
(ii) Service Design,
(iii) Service Transition,
(iv) Service Operation and
(v) Continual Service Improvement
Basically the V2 process areas have been logically grouped into a phased lifecycle approach
• In contrast to ITIL v2, ITIL v3 clearly defines the roles and responsibilities in each process and reasons the role of communication in the entire lifecycle.
• CMIS (Capacity Management information system) – A Capacity Management Information System or CMIS is a collection of IT infrastructure usage, capacity and performance information that is gathered in a consistent manner and stored in one or more databases. It is a single book of record for all usage, capacity, and performance data, complete with associated business, application and service statistics. Any IT staffer who needs access to capacity management data can potentially use a CMIS.
• AMIS (Availability management information system) – A virtual repository of all Availability Management data, usually stored in multiple physical locations.
• KEDB (Known error database) – A Known Error is a problem that has a documented root cause and a Work around. Known Errors are managed throughout their lifecycle by the Problem Management process. The details of each Known Error are recorded in a Known Error Record stored in the Known Error Database (KEDB).
• CMDB (Configuration management database)– A configuration management database (CMDB) is a database that contains all relevant information about the components of the information system used in an organization’s IT services and the relationships between those components. A CMDB provides an organized view of data and a means of examining that data from any desired perspective. Within this context, components of an information system are referred to as configuration items (CI). A CI can be any conceivable IT component, including software, hardware, documentation, and personnel as well as any combination of them. The processes of configuration management specify, control, and track configuration items and any changes made to them in a comprehensive and systematic fashion.
• DML (Definitive media library)– A Definitive Media Library (DML) is a secure compound in which the definitive, authorized versions of software package configuration items (CIs) are stored and protected. A DML consists of one or more software libraries or file-storage areas referred to as repositories.
• SKMS (Service knowledge management system) – ITIL Knowledge Management aims at gathering, analyzing, storing and sharing knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge
• Hewlett – Packard (HP ITSM Reference Model):– This model is a significant tool useful in presenting and describing the several IT Management processes, inter-process relationships, and business linkages that IT needs to put in place for successful development, deployment and support of services in the e-world.
• IBM (IT Process Model ):– IBM Process and Service Models software is an industry template that enables you to define common business processes and services across the enterprise. The software consists of a set of best practice business process models and service definitions to support core system renewal and integration projects.
to ensure that all the IT services are available and are functioning correctly whenever customers and users want to use them in the framework of the SLAs in force.
It is designed to be used by organizations that intend to:
• select controls within the process of implementing an Information Security Management System based on ISO/IEC 27001;
• implement commonly accepted information security controls, and
• Develop their independent information security management guidelines.
The four phases in the Plan-Do-Check-Act Cycle involve:
• Plan: Identifying and analyzing the problem.
• Do: Developing and testing a potential solution.
• Check: Measuring how effective the test solution was, and analyzing whether it could be improved in any way.
• Act: Implementing the improved solution fully.
The information security policy documents are also considered to be a formal declaration of management’s intent to protect its information asset 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.
In majority of cases, even though there is no promise of higher returns on risky assets, so 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.
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 or court-appointed lawyers or employees of an organization where the purchasing department makes the choices.
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 should result in a more resilient IT service capability aligned to wider organizational requirements.