ITIL Service Transition Interview

Questions
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 organization.

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 .

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation,
5. Continual Service Improvement

6 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?

7 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?
8 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.
9 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.

10 What is continues service improvement (CSI)?

Continues evolution of service and identify ways to improve services.

11 Define Service Management?

Service Management is transforming recourses into valuable services.

12 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.

13 What is service management Measurements?

To manage and control the process it should be monitor and measure.

Four metrics for performance measurement

 Progress
 Compliance
 Effectiveness
 Efficiency
14 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 outcomes.
Product Manager (PM): PMs take responsibility for developing and Managing services across the
life-cycle, and have responsibilities for Productive capacity.

15 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.

16 What is RACI-VS.

Verifies – person who checks whether the acceptance criteria have been met.
Sign off – give the sign off to the project

17 Explain Service Strategy?

Service strategy represents policies and objectivises to achieve service goal.

Help management to achieve goal.
Determine services

18 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

19 Explain Service strategy process?

1. Define the market.

2. Define services and potential customers.
3. Develop the offerings.
4. Design the service.
5. Develop strategic asset.
6. Develop service as strategic asset
7. Prepare for executions.
8. Implement the service.
20 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.

21 Explain Retired services.

In service portfolio services which are not in use/outdated due to existing Internal/External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

22 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

23 Return on Investment?

Investment of some resource yielding a benefit to the investor.

Return on investment (%) = Net profit / Investment × 100

24 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 )

25 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..

26 BRM Business Relationship management.

Establish relating ship with customers, understand customers and fulfil customers need.

27 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.

28 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.
29 What is service design package?
SDP document contain all requirements through each stage of its lifecycle.

 Four P’s of design

 People
 Product
 Processes
 Partners/Suppliers
30 Service design aspects ?

Set of services available to deliver to customer.

 Identify business needs.

 Service portfolio design.
 Technology architecture.
 Process design
 Measurement design

31 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

32 Explain Service catalogue management.

SCM Process makes sure service catalogue is created, maintained and contain accurate
information.

Scope

Define the service.

Create correct service catalogue.
Link service catalogue with service portfolio.
Link supporting services with service catalog.

33 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.

34 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

35 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.

36 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.

37 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

38 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

39 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.

40 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.

41 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.

42 Explain capacity management process?

Goal of capacity management is optimization of existing resources and planning future resources.
Review current capacity è Improve existing capacity è Assess new capacityè Plan new capacity

43 Explain the availability Managements?

Availability Managements ensures level of service availability.

Proactive availability management.
Reactive availability management.

44 Availability management information system.

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

45 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.

46 ITSM IT SERVICE CONTINUITY MANAGMENT.

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

47 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)

48 ITCM process

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

49 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

50 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
 ITIL QUESTIONS

QUESTION: 1
Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software

Answer: A

QUESTION: 2
Which of the following is the correct set of steps for the continual service improvement
model/approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually improve
B. Where do we want to be?; How do we get there?; How do we check we have arrived?;
How
do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the
plan; Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get
there?;
Did we get there?; How do we keep the momentum going?

Answer: D

QUESTION: 3
Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration
Management
Databases (CMDB)
D. The SKMS can include user skill levels

Answer: A

QUESTION: 4
The group that authorizes changes that must be installed faster than the normal process is
called
the?
A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)

Answer: A
QUESTION: 5
In which core publication can you find detailed descriptions of Service Level Management,
Availability Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation

Answer: B

QUESTION: 6
Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill
tominimize the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more
technical or supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training
requirements
are low and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost
effective to keep them in the role where they have been trained

Answer: B

QUESTION: 7
Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration
Management
Databases (CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skill levels

Answer: B

QUESTION: 8
Service Assets are used to create value. Which of the following are the MAJOR types of
Service
Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty

Answer: C

QUESTION: 9
Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of Market Spaces
C. The design of new or changed services
D. The design of the technology architecture and management systems

Answer: B

QUESTION: 10
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above

Answer: B

QUESTION: 11
Which of the following are managed by facilities management? Hardware within a data
centre or
computer room Applications Power and cooling equipment Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only

Answer: C

QUESTION: 12
Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A

Answer: C

1.Which role is responsible for carrying out the activities of a process?

A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
2. Which process or function is responsible for monitoring activities and events in the IT
infrastructure?

A. Service level management

B. IT operations management
C. Capacity management
D. Incident management

3. Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data – Knowledge

B. Data - Information - Knowledge - Wisdom

C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom

4. At which stage of the service lifecycle should the processes necessary to operate a new service be
defined?

A. Service design: Design the processes

B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management

5. Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often

undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments

6. Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist

7. The design of IT services requires the effective and efficient use of "the four Ps". What are these
four Ps?

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

8. Which of the following BEST describes service strategies value to the business?

A. Allows higher volumes of successful change

B. Reduction in unplanned costs through optimized handling of service outages
C. Reduction in the duration and frequency of service outages
D. Enabling the service provider to have a clear understanding of what levels of service will make
their customers successful
9. Which two processes will contribute MOST to enabling effective problem detection?

A. Incident and financial management

B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management

10. Which of the following would be used to communicate a high level description of a major change
that involved significant cost and risk to the organization?

A. Change proposal
B. Change policy
C. Service request
D. Risk register

11. Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident

2. Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above

12. Why is it important for service providers to understand patterns of business activity (PBA)?

A. PBA are based on organizational roles and responsibilities

B. IT service providers CANNOT schedule changes until they understand PBA
C. Demand for the services delivered by service providers are directly influenced by PBA
D. Understanding PBA is the only way to enable accurate service level reporting

13. Which one of the following would NOT be defined as part of every process?

A. Roles
B. Inputs and outputs
C. Functions
D. Metrics

14. Which process is responsible for recording the current details, status, interfaces and
dependencies of all services that are being run or being prepared to run in the live environment?

A. Service level management

B. Service catalogue management
C. Demand management
D. Service transition

15. A process owner has been identified with an “I” in a RACI matrix. Which one of the following
would be expected of them?

A. Be accountable for the outcome of an activity

B. Perform an activity
C. Be kept up-to-date on the progress of an activity
D. Manage an activity

16. Which of the following are objectives of service level management?

1: Defining, documenting and agreeing the level of FT services to be provided

2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

A. 1, 2 and 3 only
B. 1 and 2 only
C. 1, 2 and 4 only
D. All of the above

17. Which one of the following do technology metrics measure?

A. Components
B. Processes
C. The end-to-end service
D. Customer satisfaction

18. Which process includes business, service and component sub-processes?

A. Capacity management
B. Incident management
C. Service level management
D. Financial management

19. Which one of the following is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining all necessary service transition packages

B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and the
service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes

20. What is the result of carrying out an activity, following a process or delivering an IT service
known as?

A. Outcome
B. Incident
C. Change
D. Problem