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1 What is ITIL ?

Systematic approach to high quality IT service delivery.

Provides common language with well-defined terms.
ITIL provide flexible framework to develop service management model for

2 ITIL based models adopted by organization .
Microsoft MOF
Hewlett - Packard ( HP ITSM Reference Model)
IBM ( IT Process Model )

3 Difference between ITIL v3 and v2.
Managing services as a portfolio is a new concept in ITIL V3
Service Catalogue Management was added as a new process in ITIL V3

4 What is ITIL service management?
Service management is a set of specialized organizational capabilities for providing
values in the form of service.
The act of transforming recourses into services is the core of service management

5 Explain ITIL service Life cycle model .
Service Strategy
Service Design
Service Transition
Service Operation,
Continual Service Improvement

ITIL Interview - PART 2

1 Define Service strategy?
How to design, develop and implement service management for organization is
define under service strategy.
What are we going to provide?
Can we afford it?
Can we provide enough of it?
How do we gain competitive advantage?

2 Define Service Design?
How to design develop services and service management and converting service
objective in to range of services.
How are we going to provide it?
How are we going to build it?
How are we going to test it?
How are we going to deploy it?

3 Define Service transition.
How to implement services in production as per design services.
Coordination and managing of the process
Build, test and deploy a release in to production.

4 Define Service operations
How to manage service on an ongoing basis to ensure their objectives are achieved.
Service operation is responsible for all ongoing activates required to support and
deliver services.

5 What is continues service improvement (CSI)?
Continues evolution of service and identify ways to improve services.

ITIL Interview - PART 3

1 Define Service Management?
Service Management is transforming recourses into valuable services.

2 What is Service process management Process?
Process is a set of activates designed to achieve a definite objective.
Input >> Process >> output.
Process is closed loop.

3 What is service management Measurements?
To manage and control the process it should be monitor and measure.
Four metrics for performance measurement

4 Explain Roles in service management.
Role is a set of connected behaviors or connected actions performed by team or
group or person person.
Business Relationship Manager (BRM): BRMs establish a strong business relationship
with the customer by understanding the customer's business and their customer
Product Manager (PM): PMs take responsibility for developing and Managing
services across the life-cycle, and have responsibilities for Productive capacity.

5 Explain RACI Model.
RACI Model clearly defines roles.
Responsible Person responsible to get job done.
Accountable person accountable for each task.
Consulted - people who are consulted.
Informed People who are inform on the progress.

6 What is RACI-VS.
Verifies - person who checks whether the acceptance criteria have been met.
Sign off - give the sign off to the project


1 Explain Service Strategy?
Service strategy represents policies and objectivises to achieve service goal.
Help management to achieve goal.
Determine services

2 Four Ps of Service Strategy?
Perspective >> Vision and direction
Pattern >> Way of doing activates
Position >> Basis on which the provider will compete
Plan >> How to achieve the goal

3 Explain Service strategy process?
Define the market.
Define services and potential customers.
Develop the offerings.
Design the service.
Develop strategic asset.
Develop service as strategic asset
Prepare for executions.
Implement the service.

4 Explain Service portfolio, Service catalogue and service pipeline.
Service portfolio : Defines services provided by service provider across all Market
and all customers.

Service Catalogue: Is the sub set of Service portfolio .Services ready to offer
to customer is listed in service catalogue.
Service Pipeline : Is consist of services under development.

5 Explain Retired services.
In service portfolio services which are not in use/outdated due to existing
Internal/External constrain are called retired services.


1 Explain Financial Management?
In service strategy finanancial management covers budgeting accounting and
charging requirements.
Budgeting >> Provide sufficient funds to run business Cost and income estimation .
Accounting >> provide management information on the cost. Cost analysis and
Charging >> providing funds by charging back to client

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

3 Explain service Portfolio Management?
SPM is managing all services across the organisation.
Define > Business requirement
Analyse > Plan
Approve > Get approvals
Charter > Deploy
Service portfolio contains all services ( In pipeline/Catalogue/Retired )

4 Explain Service package.
Set of services available to deliver to customer.
Service package contain :
1 Core Service package : Details description of core service.
2 Service level package: Level of service offered Diamond gold silver..

5 BRM Business Relationship management.
Establish relating ship with customers, understand customers and fulfil customers


1 Explain Service Design?
Design new or changed service for introduction in to live environment .
1 Improve Quality of service.
2 Effective services.
3 Improve decision making.

2 What are types of service provider?
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 and
Offer competitive price.

3 What is service design package?
SDP document contain all requirements through each stage of its lifecycle.
Four Ps of design

4 Service design aspects ?
Set of services available to deliver to customer.
Identify business needs.
Service portfolio design.
Technology architecture.
Process design
Measurement design

5 What are the different sourcing options?
1 In sourcing Utilize internal organization.
2 Out sourcing hire external organization.
3Co _sourcing Combination of In sourcing & Out sourcing.
4 KPO Knowledge process outsourcing
5BPO Business process outsourcing


1 Explain Service catalogue management.
SCM Process makes sure service catalogue is created, maintained and contain
accurate information.
Define the service.
Create correct service catalogue.
Link service catalogue with service portfolio.
Link supporting services with service catalog.

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

3 What is the type of services?
Customer facing services
These services fascinate customer directly. These are core services .
Example HR services
Supporting services
Support customer services and not seen directly by costumer
Email service for HR

4 What is Service level Management?
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
business or cost justification. Through these methods, a better relationship between
IT and its Customers can be developed.

5 SLA Types ?
SLA Agreement between External IT service provider and customer.
OLA Agreement between Internal IT service provider and customer.
SLR Service level requirement list of all services.


1 Service Design Availability, Reliability.
Reliability define service run without interruption
MTBSI (Mean Time between Service Incidents)
MTBSI = Available time in hours /Number of breaks.
MTBF = Total downtime in hours /Number of breaks

2 Service Design Availability Maintainability.
How fast service can be restore after failure.
MTRS Mean time to restore service.
MTRS =Total downtime in hours /Number of service breaks

3 Explain below Availability Terms?
Continuous Availability: design the service to get 100 % availability. This
Service has no unplanned or plan downtime.
Fault Tolerance No interruption in service after the component fail.

4 Calculate Availability /reliability/reliability /maintainability for below situation
Service is running 7 days * 8 hours and down running for 2910 hours with 3
breaks of 3 ,1 and 6 hours .
Calculate Reliability (MTBSI) = 2910 /3 = 970 hours.
Calculate Reliability ( MTBF ) = 2910 ( 3+1+6 ) /3 = 870 hours.
Calculate Availability = 2910 ( 3+1+6) / 2910 *100 =99.65 %.
Maintainability = (1+6+3) = 10 hours.


1 Explain Service Level Management.
SCM Process makes sure service catalogue is created, maintained and contain
accurate information.
1 Define the service.
2 Create correct service catalogue.
3 Link service catalogue with service portfolio.
4 Link supporting services with service catalog.

2 Explain capacity management process?
Goal of capacity management is optimization of existing resources and planning
future resources.
Review current capacity Improve existing capacity Assess new capacity Plan
new capacity

3 Explain the availability Managements?
Availability Managements ensures level of service availability.
Proactive availability management.
Reactive availability management.

4 Availability management information system.
AAMIS contain
1 AM data and report
2 Availability testing plan
3 Availability plan
4 Availability Design specification and criteria

5 Define Availability.
Availability % = (Available service time downtime) / Available service time
Time that the service functioned correctly expressed as a percentage the total time it
has been agreed that the IT services are to be accessible to users.


Support the business continuity management process.
Ensure It services will be resumed within define time frame.
> Maintain BCP plans
> Conduct Regular risk Analysis for IT service
> BIA Business Impact analysis if no TO service available
> RA Risk analysis Identify and analysis of risk
> Define ITSCM plan
> Test Plan

2 Explain work around or common recovery options
Fast recovery: (HOT standby) recovery within 24 hours
Intermediate recovery: service is available in parallel setup, mirroring load balancing
Gradual recovery: cold standby Recovery within 3 days (more than 24 hours)

3 ITCM process
Initiation -> get requirement and plan -> implementation-> continues
Initiation -> define scope
Get requirement and plan-> BIA RA
Implementation -> develop/test/implement plan Continues improvement- > review

4 Explain Information Security management?
ISM ensures protection of information, system provided by IT services to end users.
Information Availability right information to right person
Confidentiality disclose information to valid users
Integrity Maintain integrity

5 Explain Security controls/measures.
Preventive Prevent the event that will affect service Firewall
Reductive Minimize possible damage
Detective discover the event as soon as possible
Corrective repair damage as soon as possible


1 Explain Supplier Management.
Supplier management manage services and suppliers.
Implement supplier policy
Create and maintain SCD (Supplier and contract database)
Supplier and contract evaluation.
Manage sub contacted supplier.

2 Define Contract and supplier.
Contract is legally binding agreement between two parties.
Supplier Third part responsible for supplying goods or services.

3 Supplier category.
Senior management is involved.
Long term plan.
Lead by senior management.

Depend on situation
Mange by middle management

Depend on individual service
Manage by junior operation.

Law value contracts

4 Service Transition?
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

5 Components of Service Knowledge Management System SKMS?
CMS Configuration management system
Know error database
Suppler and contacts database
Service portfolio
Availability management system


1 Explain Service Transition.
Plan manages service changes and deploys service release in production.

Enable the change in business process.
Reduce the known error and minimize the risk
Coordinate the resources
Service transition planning and support activates.

2 Explain Service knowledge management system.
SKMS 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

3 Explain Change Management.
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.

4 Explain Strategic/Tactical/Operational level changes.

Strategic level change:
Manage by the business. These chages are due to change is business stratergy.

Tactical changes :
Change in the business process .manage by middle management .

Operational changes:
These changes are due to operational level changes in process .manage by operation
staff .

5 Types of changes Proactive/ Reactive
Proactive change:
Changes done for business benefits. Improve service and improve cost efficiency

Reactive change:
Change to resolve the error.


1 Explain Service validation.
Service validations Validate the service will deliver define performance. Service
validation assures quality of service. Service validation is applied throughout the life

2 Types of testing.
Accessibility testing.
Usability testing.
Process and procedure testing.
Volume stress load and scalability testing.
Compatibility testing.

3 Knowledge management.
Store quality, reliable information.
Secure information.

4 Different knowledge management system .
CMIS Capacity Management information system.
AMIS Availability management .
KEDB Known error database.
CMDB Configuration management database.
DML Definitive media library
SKMS service knowledge management system

5 Evaluation - Service transition.
Evaluate actual performance of any service change against its anticipated
performance and identifying risk.


1 SACM Asset Management.
Asset management maintain all assets across whole service lifecycle.
Maintain complete Asset inventory include non IT inventory related to service.
SACM also maintain information of shared asset (Asset belongs to partners and
service provider used by IT services).

2 Explain Configuration Management System CMS?
CMS is a set of tool and database that are used to manage and IT service providers
configuration data.

3 Process activity model.
Management and planning >> Configuration Identification> > Configuration control
>> Status accounting and reporting >> Verification and Audit.

4 Release deployment management.
RDM include the process, system, package, build test and deploy a release in
Build Test and Deliver

5 Explain release Design.

Big bang option

Change is released in as single one operation.

Phased approach

Change is introduce phase by phase .Scheduled roll out plan is define
Example change introduce in retail store / units