ITIL

Information Technology Infrastructure Library or ITIL is a set of procedures that companies use to implement,
architect, and manage IT software and hardware. ITIL is managed by a team, and you could find yourself
interviewing for a team of project managers who put together documentation either internally or through a
consulting company. Here are some interview questions you should prepare for when searching the job market.

1. What are some risks when you design an API or outside library architecture?

A: The API can be hacked, a DDoS can bring down the servers that host the API or privacy can be
compromised. It’s important to distinguish the pros and cons between internal and external architecture and
privacy.

2. What is SLA?

A: A service level agreement or SLA is the contract between an organization and its customers. Customers can
be external or internal and SLA tells the user what to expect in regards to response time and uptime of any IT
technology.

3. What can you use to manage SLA and employees?

A: Most companies use some kind of ticketing system whether it’s an internal ticket system programmed by
developers or third part ticketing systems that manage SLA and requests.

4. What is an IT policy?

A: An IT policy manages the way communication and storage work. For instance, one IT policy can be email
attachment sizes. You can restrict email attachment sizes to avoid having users that take too much space on
your server storage space.

5. What is change management?

A: Change management is a group of people who identify and approve changes to the system. Change
management helps all parties involved to review the changes that will take place and approve them to ensure
that changes to not have a severe negative impact on the system.

6. What are some informational assets that must be included with change
management?
A: The requestor should include who will implement the changes, the hardware that is affected, any software
changes, who made the changes, and any organizations that could be impacted by the changes.

7. What type of testing should happen before changes occur?

A: A QA or quality analysis process is a way to create scripts and use cases to cover any input from a given
user. This QA process ensures that bugs and errors do not severely impact the organization and any issues are
handled within the code.

8. What are some types of testing that are done to software and hardware?

A: Stress testing checks concurrent connections and slowness, security testing tests for security, usability tests
for user interface and usability, and compatibility tests for the operating system and browsers software is
compatible with.

9. What does an SLA contain?

A: The SLA contains the amount of time a response is made when issues occur, the responsibility of each
organization, target numbers and uptime percentages, the times at which support is available, and any change
history or technical standards provided by the organization.

10. What is a service design package?

A: The SDP contains any major change requirements for new IT service and information when retiring any
hardware or software.

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course syllabus and pricing information on our instructor lead, live online and self paced training options.

1 What is ITIL ?

Systematic approach to high quality IT service delivery.

Provides common language with well-defined terms.
ITIL provide flexible framework to develop service management model for organisation.
2 ITIL based models adopted by organization .

Microsoft MOF
Hewlett - Packard ( HP ITSM Reference Model)
IBM ( IT Process Model )

3 Difference between ITIL v3 and v2.

Managing services as a portfolio is a new concept in ITIL V3

Service Catalogue Management was added as a new process in ITIL V3
http://wiki.en.itprocessmaps.com/index.php/Comparison_between_ITIL_V3_and_ITIL_V2_-
_The_Main_Changes

4 What is ITIL service management?

Service management is a set of specialized organizational capabilities for providing values in the form of
service.The act of transforming recourses into services is the core of service management

5 Explain ITIL service Life cycle model .

Service Strategy
Service Design
Service Transition
Service Operation,
Continual Service Improvement

1 Define Service strategy?

How to design, develop and implement service management for organization is define under service
strategy.

 What are we going to provide?

 Can we afford it?
 Can we provide enough of it?
 How do we gain competitive advantage?

2 Define Service Design?

How to design develop services and service management and converting service objective in to range of
services.

 How are we going to provide it?

 How are we going to build it?
 How are we going to test it?
 How are we going to deploy it?
3 Define Service transition.

How to implement services in production as per design services.

 Coordination and managing of the process

 Build, test and deploy a release in to production.

4 Define Service operations

How to manage service on an ongoing basis to ensure their objectives are achieved.

Service operation is responsible for all ongoing activates required to support and deliver services.

5 What is continues service improvement (CSI)?

Continues evolution of service and identify ways to improve services.

1 Define Service Management?

Service Management is transforming recourses into valuable services.

2 What is Service process management Process?

Process is a set of activates designed to achieve a definite objective.

Input >> Process >> output.
Process is closed loop.

3 What is service management Measurements?

To manage and control the process it should be monitor and measure.

Four metrics for performance measurement
Progress
Compliance
Effectiveness
Efficiency

4 Explain Roles in service management.

Role is a set of connected behaviors or connected actions performed by team or group or person person.
Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer
by understanding the customer's business and their customer outcomes.
Product Manager (PM): PMs take responsibility for developing and Managing services across the life-
cycle, and have responsibilities for Productive capacity.
5 Explain RACI Model.

RACI Model clearly defines roles.

Responsible – Person responsible to get job done.
Accountable –person accountable for each task.
Consulted - people who are consulted.
Informed – People who are inform on the progress.

6 What is RACI-VS.

Verifies - person who checks whether the acceptance criteria have been met.
Sign off - give the sign off to the project

1 Explain Service Strategy?

Service strategy represents policies and objectivises to achieve service goal.

Help management to achieve goal.
Determine services

2 Four Ps of Service Strategy?

Perspective >> Vision and direction

Pattern >> Way of doing activates
Position >> Basis on which the provider will compete
Plan >> How to achieve the goal

3 Explain Service strategy process?

Define the market.

Define services and potential customers.

Develop the offerings.

Design the service.

Develop strategic asset.

Develop service as strategic asset

Prepare for executions.

Implement the service.

4 Explain Service portfolio, Service catalogue and service pipeline.

Service portfolio Defines services provided by service provider across all Market and all customers.
Service Catalogue Is the sub set of Service portfolio .Services ready to offer to customer is listed in
service
catalogue.
Service Pipeline Is consist of services under development.

5 Explain Retired services.

In service portfolio services which are not in use/outdated due to existing Internal/External constrain are
called retired services.

1 Explain Financial Management?

In service strategy finanancial management covers budgeting accounting and charging requirements.
Budgeting >> Provide sufficient funds to run business Cost and income estimation .
Accounting >> provide management information on the cost. Cost analysis and reporting.
Charging >> providing funds by charging back to client

2 Return on Investment?

Investment of some resource yielding a benefit to the investor.

Return on investment (%) = Net profit / Investment × 100

3 Explain service Portfolio Management?

SPM is managing all services across the organisation.

Define > Business requirement

Analyse > Plan
Approve > Get approvals
Charter > Deploy

Service portfolio contains all services ( In pipeline/Catalogue/Retired )

4 Explain Service package.

Set of services available to deliver to customer.

Service package contain

1
Core Service package
Details description of core service.

2
Service level package
Level of service offered Diamond gold silver..

5 BRM Business Relationship management.

Establish relating ship with customers, understand customers and fulfil customers need.

1 Explain Service Design?

Design new or changed service for introduction in to live environment .

1 Improve Quality of service.

2 Effective services.
3 Improve decision making.

2 What are types of service provider?

Type I >> Internal service provider.

Physically located in the organization which it serve.
Type II >> Shared services.
These are autonomous units in the organization like Finance HR.
Type III >> External service provider having specific expertise. Consolidate need and
Offer competitive price.

3 What is service design package?

SDP document contain all requirements through each stage of its lifecycle.

Four P’s of design

People
Product
Processes
Partners/Suppliers

4 Service design aspects ?

Set of services available to deliver to customer.

Identify business needs.

Service portfolio design.
Technology architecture.
Process design
Measurement design

5 What are the different sourcing options?

1 In sourcing Utilize internal organization.

2 Out sourcing hire external organization.
3Co _sourcing Combination of In sourcing & Out sourcing.
4 KPO Knowledge process outsourcing
5BPO Business process outsourcing

1 Explain Service catalogue management.

SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope

Define the service.

Create correct service catalogue.
Link service catalogue with service portfolio.
Link supporting services with service catalog.

2 Types of service catalogue?

Business service catalogue is as per customer view .It is maintain for each business unit.
Technical service catalogue contain information about all IT services.

3 What is the type of services?

Customer – facing services

These services fascinate customer directly. These are core services .
Example HR services

Supporting services
Support customer services and not seen directly by costumer
Email service for HR

4 What is Service level Management?

The goals of SLM as defined by ITIL are to maintain and improve IT service quality through a constant
cycle of agreeing, monitoring, and reporting upon IT service achievements and instigation of actions to
eradicate inadequate service in line with business or cost justification. Through these methods, a better
relationship between IT and its Customers can be developed.

5 SLA Types ?

SLA Agreement between External IT service provider and customer.

OLA Agreement between Internal IT service provider and customer.
SLR Service level requirement list of all services.

1 Explain Service Level Management.

SCM Process makes sure service catalogue is created, maintained and contain accurate information.

Scope
1 Define the service.
2 Create correct service catalogue.
3 Link service catalogue with service portfolio.
4 Link supporting services with service catalog.
2 Explain capacity management process?

Goal of capacity management is optimization of existing resources and planning future resources.
Review current capacity  Improve existing capacity  Assess new capacity Plan new capacity

3 Explain the availability Managements?

Availability Managements ensures level of service availability.

Proactive availability management.
Reactive availability management.

4 Availability management information system.

AAMIS contain
1 AM data and report
2 Availability testing plan
3 Availability plan
4 Availability Design specification and criteria

5 Define Availability.

Availability % = (Available service time –downtime) / Available service time

Time that the service functioned correctly expressed as a percentage the total time it has been agreed
that the IT services are to be accessible to users.

1 Service Design Availability, Reliability.

Reliability define service run without interruption

MTBSI (Mean Time between Service Incidents)
MTBSI = Available time in hours /Number of breaks.
MTBF = Total downtime in hours /Number of breaks

2 Service Design Availability Maintainability.

How fast service can be restore after failure.

MTRS Mean time to restore service.
MTRS =Total downtime in hours /Number of service breaks

3 Explain below Availability Terms?

Continuous Availability: design the service to get 100 % availability. This

Service has no unplanned or plan downtime.
Fault Tolerance No interruption in service after the component fail.

4 Calculate Availability /reliability/reliability /maintainability for below situation

Service is running 7 days * 8 hours and down running for 2910 hours with 3 breaks of 3 ,1 and 6
hours .
Calculate Reliability (MTBSI) = 2910 /3 = 970 hours.
Calculate Reliability ( MTBF ) = 2910 – ( 3+1+6 ) /3 = 870 hours.
Calculate Availability = 2910 –( 3+1+6) / 2910 *100 =99.65 %.
Maintainability = (1+6+3) = 10 hours.

1 ITSM IT SERVICE CONTINUITY MANAGMENT.

Support the business continuity management process.

Ensure It services will be resumed within define time frame.

> Maintain BCP plans

> Conduct Regular risk Analysis for IT service
> BIA Business Impact analysis if no TO service available
> RA Risk analysis Identify and analysis of risk
> Define ITSCM plan
> Test Plan

2 Explain work around or common recovery options

Fast recovery: (HOT standby) recovery within 24 hours

Intermediate recovery: service is available in parallel setup, mirroring load balancing
Gradual recovery: cold standby Recovery within 3 days (more than 24 hours)

3 ITCM process

Initiation -> get requirement and plan -> implementation-> continues improvement
Initiation -> define scope
Get requirement and plan-> BIA RA
Implementation -> develop/test/implement plan Continues improvement- > review Audit

4 Explain Information Security management?

ISM ensures protection of information, system provided by IT services to end users.

Information Availability right information to right person
Confidentiality disclose information to valid users
Integrity Maintain integrity

5 Explain Security controls/measures.

Preventive Prevent the event that will affect service Firewall

Reductive Minimize possible damage
Detective discover the event as soon as possible
Corrective repair damage as soon as possible

1 Explain Supplier Management.

Supplier management manage services and suppliers.

Implement supplier policy

Create and maintain SCD (Supplier and contract database)
Supplier and contract evaluation.
Manage sub contacted supplier.

2 Define Contract and supplier.

Contract is legally binding agreement between two parties.
Supplier Third part responsible for supplying goods or services.

3 Supplier category.

 Strategic
Senior management is involved.
Long term plan.
Lead by senior management.

 Tactical
Depend on situation
Mange by middle management

Operational 
Depend on individual service
Manage by junior operation.

Commodity 
Law value contracts

4 Service Transition?
Manage service changes and deploy service release in to production environment.
Reduce known error and minimize the risk during transition.
Enable the smooth change without affecting business

5 Components of Service Knowledge Management System SKMS?

CMS Configuration management system

Know error database
Suppler and contacts database
Service portfolio
Availability management system
1 Explain Service Transition.

Plan manages service changes and deploys service release in production.

Enable the change in business process.

Reduce the known error and minimize the risk
Coordinate the resources
Service transition planning and support activates.

2 Explain Service knowledge management system.

SKMS store the knowledge.

SKMS contain:
Experience of staff
Users skill
Records secondary information
Information about suppliers and partners

SKMS components:
Configuration management database
Configuration management system
Service desk system
Known error database

3 Explain Change Management.

Change management process manages change seeking business benefit.

Make smooth change in IT services as per business requirement. CMS ensure that changes are
evaluated and authorized, prioritized, planned, tested, implemented, documented, reviewed and recorded
in control manner.

4 Explain Strategic/Tactical/Operational level changes.

Strategic level change:

Manage by the business. These chages are due to change is business stratergy.

Tactical changes :
Change in the business process .manage by middle management .

Operational changes:
These changes are due to operational level changes in process .manage by operation staff .

5 Types of changes Proactive/ Reactive

Proactive change:
Changes done for business benefits. Improve service and improve cost efficiency
Reactive change:
Change to resolve the error.