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ITIL - Interview Questions

Q1. If we used an external organisation to help us develop part of our service, what would that be called? Q2. Can you name a risk that might occur whilst designing a service? Q3. Can you name 3 types of SLA? Q4. In your opinion, what should an SLA contain? Q5. Why would you use SACM? Q6. What is an OLA? Q7. Why do we need CSFs? Q8. When would we create a Service Design Package? Q9. What type of information would you store in the Service Catalogue? Q10. Can you give an example of a policy? Q11. Why would you use Change Management? Q12. What are the steps you would follow when a Change Request comes in? Q13. What information would you attach to a Release Policy? Q14. What inputs do we need before we can being testing a service? Q15. Can you name 3 types of testing?

Answers to the above questions: A1 Outsourcing A2 Risks can come in many different forms including; financial markets, failures with IT or business projects, legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as deliberate attacks from an adversary such as hacking. A3 y Service based SLA y Customer based SLA y Multi-level SLA

we typically include description. or IT service retirement.A4 Typically an SLA is made up of any of the following: y Service name y Clearance information (with location and date) y Contract duration y Description/ desired customer outcome y Service and asset criticality y Reference to further contracts which also apply (e. It is what drives the company forward through its strategy. the support team or helpdesk A7 Critical Success Factor (CSF) is the term for an element that is necessary for an organization or project to achieve its mission. In addition. A10 Attachment sizes for mailboxes A11 We use Change Management to standardize our methods and procedures for dealing with changes and thereby reducing risk and disruption. owners (who is entitled to request/view the service). A6 The Operational Level Agreement is an agreement between an IT service provider and another part of the same organization. By capturing information and keeping it up to date. major change. A8 An SDP is produced for each new IT service. providing accurate configuration information can proactively help resolve incidents and problems much faster. costs and how to fulfil the service. For each service within the catalogue. we help people make informed decisions at the right time. SLA Master Agreement) y Service times y Required types and levels of support y Service level requirements/ targets y Mandated technical standards and specification of the technical service interface y Responsibilities y Costs and pricing y Change history y List of annexes A5 SACM stands for Service Asset and Configuration Management. This allows us to define and agree on those changes and ensure that only people who .g. timeframes or SLA for fulfilling the service. A9 The Service Catalogue contains a list of services that an organization provides. often to its employees or customers. We record all changes to assets or confirmation items in the Configuration Management System. This could be the development team.

implement it A13 y Unique identification for the release y Type of release (minor. dates. The ITIL exams cover. training. install and distribute the release (focusing on re-use and efficiency here) y Criteria for acceptance of the release into various environments (test. major. The overall ITIL framework consists of a glossary of closely defined and widely accepted stipulations.g. . times. tasks and measures that each IT organization can tailor to their needs. infrastructure. live etc.) A14 y Service package y SLP y Interface definitions for the service provider y Release plans y Acceptance criteria A15 All of these are types of testing: y Usability testing y Accessibility testing y Process testing y Stress and load testing y Availability testing y Compatibility testing y Security testing y Regression testing The ITIL certification covers a wide range of concepts and policies for managing information technology (IT). alpha etc) y Naming conventions for the release e. development and also operations. A12 y Record it y Evaluate it y Prioritize it y Plan it y Test it y Finally. ITIL is a registered trademark of the United Kingdom·s Office of Government and Commerce.have the appropriate authority can make changes. in depth. version numbers y Description of the release y Roles for each stage of the release y Expected frequency y Mechanisms to build. beta. important IT practices with comprehensive checklists.

The versions of ITIL are: y y y ITIL Version 1 (released 1980's) ITIL Version 2 (released 1990's) ITIL Version 3 (released 2007) ITIL Version 2 is grouped into logical sets rather than the 30 volumes that were part of the original ITIL Version 1. the Service Strategy volume provides guidance on clarification and prioritization of service provider investments in services 2. Version 2 and Version 3. rather than focusing solely on design of the technology itself 3. ICO/IEC20000 deals with the management of financial assets. applications or infrastructure. Continual Service Improvement The goal of Continual Service Improvement is to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes Note: ISO/IEC20000 and ITIL Version 3 are quite different. knowledge.ITIL was first established as a concept back in the 1980·s. Each set is a group of correlated process guidelines to match different parts of IT management. These are quite different from the assets managed through the ITIL. Significantly. Service Transition Service transition relates to the delivery of services required by the business into live/operational use. and often encompasses the "project" side of IT rather than "BAU" (Business As Usual) 4. The overall ITIL structure expands to far greater lengths in version 2. Planning to Implement Service Management ITIL Version 3 ITIL version 3 takes the framework one step further by refining processes and terms to align with today·s standards. commonly referred to as ITIL v3. applications and services. Service Management is by far the most commonly used and understood of the ITIL publications. Each version revised towards current trends and technologies. Service Strategy As the centre and origin point of the ITIL Service Lifecycle. Software Asset Management 8. Application Management 7. design within ITIL is understood to encompass all elements relevant to technology service delivery. processes. Service Operation Best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs) 5. ISO20000 does not recognize assets which include management organisation. ITIL Version 2 The 8 groups enclosed in ITIL Version 2 are: 1. ICT Infrastructure Management 4. information. . Service Design The ITIL Service Design framework provides good practice guidance on the design of IT services. Service Delivery 2. Instead. and other aspects of the service management effort. It has since evolved into two other carnations. Service Support 3. people. process. Security Management 5. The 5 groups comprising ITIL Version 3 are: 1. The Business Perspective 6.

Forward Schedule of Changes Release Management Release Categories Delta Release. Change Management Minimal disruption of services. Service Design . Always stay ahead of the curve. Maintainability. as we revise new questions on a regular basis. Please bookmark this page. There are many activities that trigger SLM activity including: y New or changed services in Service Portfolio y New or changed SLRs. then select the appropriate choice from the radio buttons underneath. Virtual Service Desk Incident Management Level Agreement Problem Management Problem classification. The exam simulator informs you of right or wrong answers as you progress. Problem investigation and diagnosis. All candidates hoping to take this exam should be able to demonstrate competence in all aspects of ITIL practices.Our practice exam covers the full spectrum of ITIL methods and framework techniques. Packaged Release Configuration Management Service Level Management. Security Financial Management for IT Services Security Management ICT Infrastructure Management ICT Design and Planning ICT Operations Management Application Management Software Asset Management Our free practice test for ITIL covers the full syllabus of the exam and is the ideal ITIL training simulator. Serviceability. Including: y y y y y y y y y y y y y y y y y y y y y y y y y y Service Desk Local Service Desk. SLAs. Reduction in back-out activities Request for Change. Central Service Desk. Availability Management IT Service Continuity Management. Full Release. Each ITIL book should be read from front to back to ensure full preparedness. Financial Management Capacity Management Availability Management Reliability. and you are free to take the ITIL exam as many times as you wish.Service Level Management Service level management is the efforts to define and negotiate SLAs (Service Level Agreements) and then monitor and produce reports on delivery against the agreed level of service. All our free questions are presented in our unique multiple choice simulator that mimics the actual exam content by pulling random questions from a pool of hundreds! Simply read the ITIL question to understand the topic or area being tested. OLAs y Change in strategy y Complaints . Resilience. use Accelerated Ideas as you number one training provider for practice exams. Capacity Management. There are 15 random questions per practice exam. Problem identification and recording Trend analysis.

You would implement that at the service desk. Examples of KPIs y Percentage increase in customer satisfaction y Percentage reduction in SLA targets missed y Percentage of increased services covered by SLAs y Percentage of SLAs needing renegotiation At the end of SLM we provide: y Service Reports y Service Improvement Plan (SIP) y Service Quality Plan y Documented templates y SLAs y SLRs y OLAs y Agreement Reports See also: y Service Improvement Plan (SIP) y Service Level Requirements (SLR) y Service Based SLA y Customer-based SLA y Multi-level SLA y SLM y Key Performance Indicator KPI . the business requirements and information from the strategy. we can take a look at services break criteria before we agree services time and build the SLA. We use KPIs (Key Performance Indicators) and metrics to compare and evaluative efficiency and effectiveness of SLM activities. we need inputs from the Business Impact Analysis. downtime etc. Before SLM kicks off. The other aspects of SLM include hammering out what those service breaks (interrupts. you could call that criterion for a services break. At the component level. to understand a little bit better where their instability and reliability lies. plans (including financial ones) and future requirements. Overall on the business side. The SLA's also include agreements between IT teams within the IT department. It's important for an organisation to be ready internally before they can fulfill any Service Level Agreement. this makes a lot of sense. before IT organizations make any commitments to SLA's they use score cards to measure internally their components based ability and capacity. So if 100 users are affected for 10 minutes on a web application.Generally.) mean for the customer. During SLM we aim to measure operational services and their performance in a consistent and professional manner.