Top100ITILinterviewQuestionsandanswersforITILjobs,Collectedby www.itilv3exam.

com

Top100ITILinterviewQuestionsandanswersforITILjobs
ThefollowingsampleITILinterviewquestionsvaryindifficultyandcanbeusedto interviewanyonefromyourCIOtoyourhelpdeskstaff. A solid understanding of ITIL can be important for virtually everyone in your IT organization including the CIO, IT directors and managers, architects, project managersandsupportstaff. 

ITILFoundationinterviewquestions
1.WhatisITIL? 2.WhatisITServiceManagement(ITSM)? 3.WhatarethemaindifferencesbetweenITSMandITIL? 4.AreyouITILcertified? 5.IsitpossibleforanorganizationtobeITILcertified?How? 6.WhatisISO20000?HowdoesitrelatetoITIL? 7.WhatisanITservice? 8.Whatdoesservicemanagementexcellencemeantoyou? 9.WhatisthebusinessvalueofITIL? 10.WhatarethebenefitsofITIL?ArethereanydrawbackstousingITIL? 11.WhyhasITILbecomesuchapopularframework? 12.WhatarethestagesoftheITILlifecycle? 13.WhatisthemostcurrentversionofITIL? 14.HowdoesITILhelptoreducecostsandminimizetotalcostofownership(TCO)
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Top100ITILinterviewQuestionsandanswersforITILjobs,Collectedby www.itilv3exam.com

forITinvestments? 15.IsitpossibletocalculateareturnoninvestmentforITIL?How? 16.DoesITILimprovetimetomarketfornewITservices?How? 17.DoesITILreduceITrisks?How? 18.WhatchallengesmightanorganizationhavetoimplementITILprocesses?  19.WhattoolsarerequiredtoimplementITIL? 20.WhataretheobjectivesofaServiceCulture?HowdoesITILimprovecustomer service? 21.DoesITILhaveanyweaknesses?Whatarethey?  22.WhatistherelationshipbetweenITILandEnterpriseArchitecture?

ITILServiceStrategy
23.Whatisamarket-drivenapproachtoservicestrategy?  24.Whatarethebenefitsofamarket-drivenapproachtoservicestrategy? 25.Whatisaservicevaluedefinition?Whatinformationdoesitcontain? 26.WhatITILprocessesarerelatedtoservicestrategy? 27.Whatisaserviceportfolio?Howisitused? 28.HowdoesITILhelporganizationstounderstandthecostsofITservices? 29.Whatisdemandmanagement? 30.Whatisdifferentialcharging?  31.Whatinformationwouldyouusetobuildademandmanagementstrategy? 32.WhatistherelationshipbetweenITstrategyplanningandITIL?
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Top100ITILinterviewQuestionsandanswersforITILjobs,Collectedby www.itilv3exam.com

33.HowdoesITILmakeITfinancesmoretransparent? 34.HowdoesITILhelptocutITcosts?  35.IsthemosteffectivepriceforITinfrastructurethecheapestprice?Why/why not? 36.WhatKPIscanbeusedtomeasurethecostsassociatedwithITservices?

ServiceDesign
37. How do you ensure that the design of a service meets the needs of the customer? 38.Howdoyouensurethatthedesignofaserviceiscosteffective? 39.Howdoyouensurethatthedesignofaservicefitsintothelargertechnology environment? 40.Whatinformationiscapturedinaservicedesignpackage(SDP)? 41.What'saRACI?WhatinformationiscapturedinaRACI? 42.What'sthedifferencebetweenaservicecatalogandaserviceportfolio? 43.WhatinformationshouldanSLAcontain? 44.Canyougivemeanexampleofsomemetricsthatarecommonlyincludedinan SLA? 45.WhatisMTTR?HowmanyminutesisatypicalMTTR? 46. How does service level management relate to availability and capacity management? 47. How does service level management relate to incident and problem
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Top100ITILinterviewQuestionsandanswersforITILjobs,Collectedby www.itilv3exam.com

management? 48.HowdoesservicelevelmanagementrelatetothefinancialmanagementofIT services? 49.CanyougivemesomerealworldexamplesofSLAviolations? 50.Whataretheresponsibilities/accountabilitiesoftheservice-levelmanager? 51.What'sthevalueofhavingaservice-levelmanager? 52. What's the trade-off between availability and cost? How is this trade-off balanced? 53.What'sanavailabilityplan? 54.What'sthedifferencebetweenservicemaintainabilityandserviceability? 55.What'stherelationshipbetweensecurityandserviceavailability?  56.Whatresourcesaremanagedbycapacitymanagement? 57. How does IT Service Continuity Management (ITSCM) related to Business ContinuityPlanning(BCP)? 58. What are the basic steps in the IT service continuity management (ITSCM) process? 59.IsITServiceContinuityManagement(ITSCM)reactiveorproactive?  60.CanyougivemeanexampleofproactiveITSCM? 61.WhatinformationiscapturedinanITSCMriskassessment? 62.Whatisinformationsecurity? 63.Canyougivemeanexampleofainformationsecurityrisk? 64.Whatisthedifferencebetweenainformationsecuritythreatandvulnerability?
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Top100ITILinterviewQuestionsandanswersforITILjobs,Collectedby www.itilv3exam.com

65.WhatisISO27002? 66.Whatdoessafetyofinformationmean? 67.Whatactivitiesareconductedaspartofthesecuritymanagementprocess?

ITILServiceTransition
68.Whatarethegoalsofchangemanagement? 69.Isthereatradeoffbetweencostofachangeandrisk? 70.WhatareServiceAcceptanceCriteria(SAC)? 71.WhataresomereasonsaservicemightberejectedbyanITserviceprovider? 72.Whatarethebestpracticesforconfigurationmanagement? 73.Whatisaconfigurationbaseline?Howisitused?  74.WhatisaDefinitiveMediaLibrary(DML)?Whatdoesitcontain? 75.What'saCMDB?  76.What'safederatedCMDB? 77.WhattypeofinformationisstoredinaCMDB?  78.What'saconfigurationitem(CI)? 79. What's the difference between configuration management and release management? 80. Why is it important to manage customer expectations as part of the release managementprocess? 81.Whatisarelease?Whatarethedifferentcategoriesofreleases? 82.WhatisthepurposeofaPostImplementationReview(PIR)?Whatinformation
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Top100ITILinterviewQuestionsandanswersforITILjobs,Collectedby www.itilv3exam.com

iscapturedinaPIR? 83.WhatisaServiceKnowledgeManagementSystem(SKMS)?

ITILServiceOperation
84.What'sthedifferencebetweenend-usersandcustomers? 85.What'saservicedesk? 86.Howcanaservicedeskensureexcellentcustomerservice? 87.Whattypesofrequestscanbesubmittedtoaservicedesk? 88.Whydoesasinglepointofcontact(SPOC)improvecustomersatisfaction? 89.WhatisSoftwareAssetManagement(SAM)?  90.WhatisthegoalofSoftwareAssetManagement(SAM)?  91.Whatisthedifferencebetweenanincidentandaproblem?Canyougivemean exampleofeach? 92.Cananincidentbeaproblem? 93.Whatisaproblemwork-around?Canyougivemeanexample? 94. Is there a trade off between service reliability and cost? Can you give me an example? 95. How does Proactive Problem Management catch problems that might otherwisehavebeenmissed? 96.Whatarethestepstodeterminingtherootcauseofaproblem? 97.WhatisAccessManagement? 98.Whatisseparationofconcerns(SoC)?Whyisitimportantforsecurity?
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Top100ITILinterviewQuestionsandanswersforITILjobs,Collectedby www.itilv3exam.com

99.Whattypeofinformationiscapturedinainformationsecuritypolicy?

ITILContinualServiceImprovement
1.

100.HowdoesContinualServiceImprovement(CSI)relatetootherITIL processessuchasConfigurationManagement? 101.WhatarethestepsoftheContinualServiceImprovement(CSI)process? 102.Whatisabalancedscorecard? 103.WhatisPlan-Do-Check-Act?  104.Whatisabenchmark?

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