Question1. What is ITIL. Explain the benefits of using ITIL?

Ans1. ITIL stands for information technology infrastructure library. It is a set of

guidelines through which we can deliver best IT services to the customer. IT helps
software professionals to deliver the best IT services (Data processing, Help desk
support, IOT, Network security).Designing, building and deploying of the services
delivered by service provider to users.

Benefits of using ITIL:

1. High quality It services

2. Increased business productivity.

3. Improve customer satisfaction with efficient service delivery.

4. manage service disruption, maximize rewards.

5. Reduce and control costs.

6. Building a stronger alignment between IT and business.

7. Stabilize service environment and support organizational change.

There are 4 versions of ITIL -

1. ITIL v1- It was created in 1989 to standarize IT service manaegement. IT

focus 4 concepts - Available management, capacity, cost, contigency.

2. ITILv2- It was introduced in 2001 to perform a uniform structure for

service delivery.It focus on 2 concepts - service support and service delivery
.

3. ITILv3- It was introduced in 2007 with the improvement of lyf cycle used
in ITIL.

4. In 2011, ITILv3 - Updated version of ITILv3 was came . IT focus on 5

services-

1. Service strategy- It is the process of understanding client requirement.

 2. Service Design - We can design IT services efficiently and effectively.

3. Service transition-It plan, build , test and deploy the services into
customer environments.

4. Service operations- IT ensures to maintain access to IT services for only

authorized users and minimizes the issue of service failure.

5. CSI- continual service improvement- IT ensures whether IT services are

continuosly aligned to business needs.

5. ITILv4-IT was introduced in 2019. IT has flexible and integrated system for
effective management of It services.

Question2. Explain the difference between service request and incident?

Ans2. Incident is an unplanned interruption in the delivery of It services. It may

be something that is not working properly or something that is broken. The main
goal of incident management is to fix what is broken or restore service back to
normal.

Examples of incident - the server is down, office printer breaks, laptop won't
start.

Service request- It is an formal request from the user asking the service provider
to offer something which can be a simple request for information and approval or
advice. Examples of service request- printer needs to be relocated, ordering
upgraded hardware, request for training to use a projector.

Question3. What are the roles and responsibilites of service desk?

Ans3. My job profile is service desk. Service desk is the single point of contact
(SPOC) between service provider and end users. Roles and responsibility:

1. Log, validate and diagnose user issues.

2. Provide user with solution through information gathering. troubleshooting and

problem research.
3. Identify and diagnose issues related to IT services.

4. advise users on appropriate course of action.

5. Monitor issues from start to resolution.

6. Solve the customer problem using ticketing tools within the selected
SLA(Service level aggrement).

7. Escalate, if needed, unresolved problems to a higher level of support.

Question4. What is Incident management. Explain the steps used for resolving
the incident?

Ans4.Incident is defined as an unplanned interruption to an IT service or

reduction in the quality of an IT service . Focus on user and customer satisfaction.
Report and resolve the incident in the IT services when they occur. Incident
management describes the necessary actions taken by an organization to analyze,
identify, and correct problems while taking actions that can prevent future
incidents.

Steps 1. – Incident identification

2. Incident logging

3. Incident categorization

4. Incident prioritization

5. Incident response

6. Initial diagonosis

7. Incident escalation

8. Resolution and recovery

9. Incident closure .

Question5. What is ticketing tool. Explain the types of tickets ?

 Ans5. It is the management tool that processes and catalogs customer
services requests.

Tickets are also called issues.

The ticketing system should be user friendly for customer service

representatives, managers, administrators.

Example of ticketing tools- Servicenow, Hubspot, Solarwinds, Azuredesk,

Zohodesk.

Ticketing tool is a web portal where tickets or queries are coming. Resolve the
tickets within the SLA (service level agreement).

Types of tickets - TIPS - TICKETS , INCIDENT, PROBLEMS, SERVICE REQUEST

There are 4 types of tickets -

1. Service request- It is a formal request from a user asking to the service provider
to offer something. First time installation. For ex- software, access rights, email
services. Request for training to use a projector, ordering upgraded hardware.

2. Incident- system related problems comes. It is an unplanned interruption.

Example - office printer issue, Outllook problem, If server is down . laptop that
won't start.

3. Problem tickets- Problem accurse frequently.

4. Change request - Tickets not properly generate.

Question6. Explain the difference between end users and customer.

Ans6. Customer is a person or company that buys a product or service from an

individual or a brand. It plays an significant role in the selling process and growth
of various businesses. For example, when you go to market, purchase some
vegetables and eat them, it means that you are a customer.

End users is a person who uses a product or service. This individual shouldn't
necessarily be a buyer of the product to consume it. For example, you are working
in company, You are provided with the necessarily devices(laptop, smartphone,
earphones) to do your job.