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ITIL Interview Questions and Answers

Top 10 ITIL Interview Questions and Answers

A tech interview can be quite a tricky one since the interviewer aims to extract maximum information from the interviewee. Right from knowing how ably you can deal with complexities at work to finding out how much you know about a software/program, you have to be prepared for anything that an interviewer can ask.

In this article, we focus on the ten most commonly asked ITIL interview questions that can help you clear a tech interview with ease.

1. What is ITIL?

ITIL, an acronym for Information Technology Infrastructure Library aims to deliver quality IT services aligned with the needs and exclusive requirements of the business. It is used by major business conglomerates, both big and small, all over the world.

2. What do you understand by PIR?

According to me, PIR, which stands for Post Implementation Review, is used to test and evaluate the effectiveness of the system, usually after around six months of its running.

3. What are the benefits of ITIL?

ITIL helps manage business risks quite efficiently. In addition, it also improves the customer satisfaction rate by helping businesses deliver quality services thus meeting their needs. ITIL, being a cost-effective tech system, helps companies earn better returns from their venture.

4. Cite the difference between ITIL v2 and ITIL v3.

Simply put, while ITIL v2 library consists of seven core books, the v3 is organized into five core books. Apart from that, the latter surely performs better when it comes to defining jobs and responsibilities for each process.

5. Define SLA.

SLA or Service Level Agreement is a contract between the external/internal service provider as well as the end user. It primarily defines the level of service that the end user expects from the service provider. 

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6. Name the three levels of SLA.

The three levels of SLA are as follows:
• Customer service level agreement.
• Internal service level agreement.
• Vendor service level agreement.

7. Tell us the difference between a project and a process.

While a project has a defined or finite span of life, a process is continuous in nature without a predefined lifespan.

8. What do you understand by Incident Management?

Incident Management exists so as to reinstate normal services at the earliest. It is an important part of the IT Service Management essential to ensure the smooth working of the system.

9. What do you know about PDSA?

PDSA stands for Plan-Do-Check-Act and is a methodical series of steps that assists in gaining vital information and knowledge for the continuous enhancement of the product.

10. Tell us the difference between an end user and a customer.

While an end user is the direct receiver of the services, a customer may/may not be able to choose between various suppliers or products.

Apart from the above questions, here are a few others that you can look at to be better prepared for the interview.

• What do you know about change management?
• Tell us about Knowledge Management Systems.
• What do you think are the disadvantages of ITIL?
• What are the common recovery options in ITIL?
• Explain the phases of PDSA.
• What does OLA stand for and tell us something about it?
• Tell us about the 7 R’s involved in Change Management.
• What do you know about CAB?
• Explain what freeze period is.
• Differentiate between Urgent Change & Emergency Change.

While preparing for the interview, ensure that you know well about the company you are appearing for and are well versed with the subject of the interview. Do not fear to ask questions to the interviewer, if any, and approach each question with poise and confidence.

Happy interviewing! 

Looking for ITIL Jobs in top cities? Click at the links below:

ITIL Jobs in Bengaluru
ITIL Jobs in Mumbai
ITIL Jobs in Chennai
ITIL Jobs in Hyderabad

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