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ITIL Interview Questions

Question: If we used an external organization to help us develop part of our

service, what would that be called? Answer : Outsourcing

Question: Can you name a risk that might occur whilst designing a service? Answer: Risks can come in many different forms including; financial markets, failures
with IT or business projects, legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as deliberate attacks from an adversary such as hacking.

Question: Can you name 3 types of SLA? Answer :

1. Service based SLA 2. Customer based SLA 3. Multi level SLA

Question: In your opinion, what should an SLA contain? Answer : Typically, an SLA is made up of any of the follo wing:
Service name Clearance information (with location and date) Contract duration Description/ desired customer outcome Service and asset criticality Reference to further contracts which also apply (e.g. SLA Master Agreement) Service times Required types and levels of support Service level requirements/ targets Mandated technical standards and specification of the technical service interface Responsibilities Costs and pricing Change history List of annexes

Question: Why would you use SACM? Answer : SACM stands for Service Asset and Configuration Management. By capturing
information and keeping it up to date, we help people make informed decisions at the right time. In addition, providing accurate configuration information can proactively help resolve incidents and problems much faste r.

Question: What is an OLA? Answer : The Operational Level Agreement is an agreement between an IT service
provider and another part of the same organization. This could be the development team, the support team or helpdesk

Question: Why do we need CSFs? Answer : Critical Success Factor (CSF) is the term for an element that is necessary for an
organization or project to achieve its mission. It is what drives the company forward through its strategy.

Question: When would we create a Service Design Package?

Answer : An SDP is produced for each new IT service, major change, or IT service

Question: What type of information would you store in the Service Catalogue? Answer : The Service catalogue contains a list of ser vices that an organization provides,
often to its employees or customers. For each service within the catalogue, we typically include description, timeframes or SLA for fulfilling the service, o wners (who is entitled to request/view the services), costs and ho w to fulfill the servi ces.

Question: Can you give an example of a policy? Answer : Attachment sizes for mailboxes Question: Why would you use Change Management? Answer : We use change management to standardize our methods and procedure for
dealing with changes and thereby reducing risk and disruption, we record all changes to assets or confirmation items in the configuration management system. This allows us to define and agree on those changes and ensures that only people who have the appropriate authority can make change .

Question: What are the steps you would follow when a Change Request comes in? Answer :
1. 2. 3. 4. 5. 6. Record it Evaluate it Prioritize it Plan it Test it Finally, implement it

Question: What information would you attach to a Release Policy? Answer :

Unique identification for the release Type of release (Minor, Major, beta, alpha etc) Naming conventions for the release e.g. dates, times, version numbers description of release. Roles for each stage of release Expected frequency Mechanisms to build install and distribute the release (focusing on re-use and efficiency here) Criteria for acceptance of the release into various environments (Test training, live etc)

Question: What inputs do we need before we can be testing a service? Answer :

Service Package SLP Interface definitions for the service provider Release plans Acceptance Criteria

Question: Can you name 3 types of testing?

Answer: All of these are types of testing Usability testing Accessibility testing Process testing Stress and load testing

Availability testing Compatibility testing Security testing Regressing testing