Category Archives: ITIL Interview Questions

What are types of service provider? | ITIL Questions

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 … Continue reading

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Explain Service knowledge management system? | ITIL Questions

SKMS is to 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

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Explain Strategic/Tactical/Operational level changes? | ITIL Questions

Strategic level change: Manage by the business. These changes are due to change is business strategy. Tactical changes : Change in the business process .manage by middle management . Operational changes: These changes are due to operational level changes in … Continue reading

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Explain Change Management? | ITIL Questions

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.

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Service Transition? | ITIL Questions

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.

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Explain the availability Managements? | ITIL Questions

Availability Managements ensures level of service availability. Proactive availability management. Reactive availability management.

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What is Service level Management? | ITIL Questions

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 … Continue reading

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Types of service catalogue? | ITIL Questions

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

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Explain Service Design? | ITIL Questions

Design new or changed service for introduction in to live environment. Improve Quality of service. Effective services. Improve decision making.

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Return on Investment? | ITIL Questions

Investment of some resource yielding a benefit to the investor. Return on investment (%) = Net profit / Investment × 100

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