ITIL (previously an acronym for Information Technology Infrastructure Library) is a set of ITSM (Information Technology Service Management) practices that focus on regulating the services of Information Technology with that of the needs of organizations. Since the IT industry is dynamic and as there are continuous developments in service structure and practices, it focuses mainly on the alignment and maintenance of IT services with respect to the prevailing market and standards of business.
ITIL helps professionals to keep up the pace and deliver quality services to their customers effectively. As more and more businesses are looking to use the best practices for improving their service and product delivery, there is a huge demand for ITIL certified professionals. It is always advisable to stay ahead in the competition by taking an ITIL course and gaining a certification which improves the chances of landing a better job. In order to make the path of your desired career possible, you must be able to crack the interview.
Here are a few generally asked ITIL interview questions to help you prepare for your interview.
ITIL (Information Technology Infrastructure Library) is a set of recommendations of best practices for IT Service Management. It is a set of recommendation and not a compulsion. With the help of ITIL, organizations create a baseline of IT service. It provides a set of processes and standards for selection, planning, implementation, maintenance and measurement of IT as a service. Activities or processes that have been successfully used by multiple organizations to achieve a business goal are best practices.
ITIL provides a best practice framework for IT Service Management and shares approach & practices shared by organizations that practice it in their business.
In the 1980s Central Computer and Telecommunications Agency of UK created a set of recommendations as a set standard practice to impose a unique IT Service management practice among government and private entities to ensure needs of a business and IT service are aligned.
ITIL v1 was released in 1989. The latest version of ITIL V4 is released on February 18th, 2019 by AXELOS which is a joint venture of UK’s Cabinet Office and CAPITA (Largest Business process outsourcing and professional services company in the UK) and owns ITIL.
ITIL is the most recognized and trusted framework of best practice guidance for ITSM (Information Technology Service Management). Some other sources for best practices are available which include public frameworks, standards and the proprietary knowledge of organizations. For example: Six Sigma, LEAN, PRINCE2®, CMMI, COBIT, PMBOK, ISO 9000, ISO/IEC 27001 and ISO/IEC 20000.
1. Service Strategy: Core level of the service lifecycle, works from a high-level performance perspective and is mainly used to check the proper implementation and maintenance of all the policies and strategies.
2. Service Design: In this stage, the thought process and strategies are implemented from a user’s perspective for various process and offered services.
3. Service Transition: This stage includes communication between projects and operations. To boost service transitions the improvement of efficiency of services is also involved.
4. Service Operation: The stable service and end to end process overflow are ensured through this process. The perspective of the end user is considered here.
5. Continual Service Improvement: The process helps with the integration of the four prior stages for improved services, work opportunities and alignment maintenance based on the current standards of the industry.
How do we prioritize investments across a portfolio?
What services to offer and to whom?
What are the Patterns of Business Activity (PBA)?
Fairness and transparency
Specifications for the design of IT services
How to handle the costs and risks associated with their service portfolios
Defining policies and objectives
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Description: Service Design is the core publication of ITIL which provides a detailed description of mentioned policies.
Ensure that a service can be managed, operated and supported.
Provide quality knowledge of Change, Release, and Deployment Mgmt.
Plan and manage the capacity and resource requirements to manage a release.
To provide guidance on transferring the control of services between customers and service providers
To deliver and support IT Services at agreed levels to business users and customers
Provides a single point of contact as Service Desk
Value of IT services is measured in this phase
To deliver and support IT Services to business users and customers at agreed levels
To identify activities that must be performed, Service Operation uses a document called 'Service Catalogue’
Discussing reports with customers showing whether services have met their targets
Continual Service Improvement Manager is responsible for defining Key Performance Indicators for Change Management
Continual service improvement (CSI) is a seven steps process
Event Management, Problem Management, Access Management, and Request Fulfillment are part of continual service improvement
Identify the approach for improvement
Define what should be measured
Collect the essential data
Process the data
Analyze the information and data
Proper presentation and utilization of information
Implement the improvements
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A framework provides a structural solution to a business. ITIL framework is a structural approach for the management of Information Technology Service Management. ITIL framework recommends managing IT Services according to tested and proven processes, principles, and procedures. ITIL framework is a tool which intended to provide certain practices without confusion, consistency, increased productivity while reducing the cost.
Some important ITSM areas covered in ITIL framework of best practices are,
Service-level-agreement (SLA) management
Help desk management
IT Service Desk is the core of IT Service Management. With a help-desk or ticketing solution software a Service Desk can be implemented which allows you to manage services on the basis of the type of tickets generated. A web-based service desk supports processes of ITIL framework for IT Service Management used to implement ITIL framework in an easy to use and flexible way.
Round the clock availability of Technical support
Quick and easy resolution of incidents
Centralize IT asset management
Automatic software and hardware asset discovery
Effective knowledge management through Knowledge Management Database (KMDB)
Effective Change management using a change calendar
Identification and resolution of reoccurring incidents
Increased customer satisfaction
Effective monitoring and control over services being provided
Increased ROI on IT-enabled services
CA service desk
SolarWinds Web Help Desk
Spiceworks Help Desk/Cloud Help Desk
Oracle Service Cloud
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ITIL processes clearly define different IT services to ensure that IT services are provided as per needs of the business, easy to use, flexible and in a cost-effective manner. ITIL processes are grouped into five stages of ITIL lifecycle (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement)
Service portfolio management
Business relationship management
Service Level Management
Service Catalog Management
Information Security Management
IT Service Continuity Management
Service Transition Planning and Support
Release and Deployment Management
Service Asset and Configuration Management
Service Validation and Testing
Service request fulfilment
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Continual Service Improvement is a seven steps improvement process.
Define the objectives
Determine what to measure
Collect the data
Process the data
Analyze the data
Present and use the information
For managing and controlling the various outcomes as well as different service operations, ITIL provides with four service management measurement layers.
1. Progress: The current service operations’ progress is dealt with in this layer.
2. Compliance: This layer deals regarding the existing process of the industry and standards of the market.
3. Effectiveness: The effectiveness of the services is maintained.
4. Efficiency: The efficiency of workflow and service maintenance is taken care of.
The 7 R’s, parameters of the change management system are:
1. Raised: Who Raised the change?
2. Return: What are the potential Returns that the change will deliver?
3. Reason: What is the Reason for the change?
4. Risks: What are the potential Risks involved during the change?
5. Resources: What Resources will be required for implementing the change?
6. Relationships: What is the Relationship between this and the prior changes?
7. Responsible: Who is Responsible for the various roles in the change?
This is the most generally asked ITIL question in an interview. The various service providers that are a part of the ITIL process are as below:
Internal Service Provider: ISP service providers are embedded within the serving organization and deal with internal organization management.
External Service Provider: ESP provides services to external customers and deals with special scenarios based on the current market standards.
Share Services: It is considered as an extension of ISP that has an autonomous presence in the organization
Hope the above-mentioned questions will help you prepare for your ITIL interview. However, there are many other questions that might be asked during an interview. Therefore, prepare for general questions as well and be positive and confident.