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ITIL:70TOPInterviewQuestionsandAnswers
List of top 70 itil interview questions and answers,itil tutorials for freshers beginners and experienced pdf free
1. What is ITIL ?
Service management is a set of specialized organizational capabilities for providing values in the form of servi
The act of transforming recourses into services is the core of service management
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2. Service Design
3. Service Transition
4. Service Operation,
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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?
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How to design develop services and service management and converting service objective in to range of servic
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.
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How to manage service on an ongoing basis to ensure their objectives are achieved.
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Service operation is responsible for all ongoing activates required to support and deliver services.
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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 under
customer's business and their customer outcomes.
Product Manager (PM): PMs take responsibility for developing and Managing services across the lifecycle, and
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 RACIVS.
Verifies person who checks whether the acceptance criteria have been met.
Sign off give the sign off to the project
ITIL INTERVIEW PART 4
1 Explain Service Strategy?
Service strategy represents policies and objectivises to achieve service goal.
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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?
Service Catalogue >Is the sub set of Service portfolio .Services ready to offer to customer is listed in service
Service Pipeline >Is consist of services under development.
In service portfolio services which are not in use/outdated due to existing Internal/External constrain are calle
services.
ITIL INTERVIEW PART 5
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 reporting.
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..
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5 BRM Business Relationship management.
Establish relating ship with customers, understand customers and fulfil customers need.
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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
monitoring, and reporting upon IT service achievements and instigation of actions to eradicate inadequate serv
business or cost justification. Through these methods, a better relationship between IT and its Customers can
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.
ITIL INTERVIEW PART 8
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.
ITIL INTERVIEW PART 9
1 Explain Service Level Management.
SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope
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.
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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.
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Strategic
Senior management is involved.
Long term plan.
Lead by senior management.
Tactical
Depend on situation
Mange by middle management
Operational
Depend on individual service
Manage by junior operation.
Commodity
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
ITIL INTERVIEW PART 12
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.
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Proactive change:
Changes done for business benefits. Improve service and improve cost efficiency
Reactive change:
Change to resolve the error.
INTERVIEW QUESTION PART 13
1 Explain Service validation.
Service validations Validate the service will deliver define performance. Service validation assures quality o
Service validation is applied throughout the life cycle.
2 Types of testing.
1. Accessibility testing.
2. Usability testing.
3. Process and procedure testing.
4. Volume stress load and scalability testing.
5. 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.
ITIL INTERVIEW PART 14
1 SACM Asset Management.
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at 4/18/2014 03:04:00 PM
1comment:
chintanshah March 3, 2015 at 12:44 PM
it really help to understand the process management as well as devlop the skills for pass the interview
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