The Best ITIL Interview Questions & Answers [UPDATED] 2019
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TIL Interview Questions
Q) ITIL Vs COBIT
Compate ITIL OBIT Details COBIT ITIL Purpose Integration of IT
ITSM(Information Technology Service Management) Latest Version COBIT 5
April 2012 ITIL V3 - 2011 Operations To derive guidelines for organizational
operations To implement guidelines of...
4/24/2019 The Best ITIL Interview Questions & Answers [UPDATED] 2019
The Best ITIL Interview Questions &
Answers [UPDATED] 2019
mindmajix.com (https://mindmajix.com/itil-interview-questions)
ITIL Interview Questions
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,4/24/2019 The Best ITIL Interview Questions & Answers [UPDATED] 2019
ITIL Interview Questions
Q) ITIL Vs COBIT
Compate ITIL OBIT Details COBIT ITIL Purpose Integration of IT
ITSM(Information Technology Service Management) Latest Version COBIT 5 -
April 2012 ITIL V3 - 2011 Operations To derive guidelines for organizational
operations To implement guidelines of an organizations Application Process
descriptions Process implementations Additional features control objectives,
management guidelines, maturity models Service strategies, design, transitions,
opetation implementations
Q1) What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a framework of best
practices. The concepts within ITIL support information technology services
delivery organizations with the planning of consistent, documented, and
repeatable or customized processes that improve service delivery to the
business.
Q2) ITIL framework consists of which processes?
Service Support (Service Desk, Incident Management, Problem
Management, Change Management, Configuration Management, and
Release Management)
Services Delivery (Service Level Management, Capacity Management,
Availability Management, Financial Management and IT Service
Continuity Management).
Q3) Explain one benefit of ITIL?
The quality and the costs of the IT services can be controlled more efficiently.
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,4/24/2019 The Best ITIL Interview Questions & Answers [UPDATED] 2019
Q4) What are the benefits of implementing a service desk?
Increased first call resolution
Improved tracking of service quality
Improved recognition of trends and incidents
Improved employee satisfaction
Skill based support
Rapidly restore service
Improved incident response time
Quick service restoration
5) What Processes are utilized by the Service Desk?
Workflow and procedures diagrams
Q6) What is the objective of Incident Management?
Minimize the disruption to the business by restoring service operations to agreed
levels as quickly as possible.
7) What are the Benefits of an Incident Management Process?
Incident detection and recording
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Incident closure
Incident ownership, monitoring, tracking and communication
Repeatable Process
Q8) What is the goal of Problem Management?
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, 4/24/2019 The Best ITIL Interview Questions & Answers [UPDATED] 2019
The object of problem management is to resolve the root cause of incidents, to
minimize the adverse impact of incidents and problems on the business and
secondly to prevent recurrence of incidents related to these errors.
9) What’s the difference between problem and known error?
A `problem’ is an unknown underlying cause of one or more incidents, and a
`known error’ is a problem that is successfully diagnosed and for which a work-
around has been identified. The outcome of known error is a request for change
(RFC).
Q10) When can the KE known error be closed?
When a review of the change has lead to a satisfactory result.
Q11) What is the purpose of Problem Management?
Identify potentially recurring incidents
Determine the root cause
Take steps to prevent the incidents from reoccurring.
Q12) What are the Phases in the overall Problem Management Process?
Detection and Logging
Prioritization and Planning
Investigation and Diagnosis
Resolution
Q13) Which ITIL process controls the flow of incident information?
Incident Management
Q14) When must a Post Implementation Review take place?
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