Customize appearance

Top 100+ ITIL® Interview Questions Answers

for 2024

Lesson 5 of 5

When data centres decentralised and adopted more geographically

diversified architectures in the 1980s, ITIL was born. This behaviour
resulted in process and deployment inconsistencies and inconsistent
or substandard IT service performance.

Information Technology (IT) is essential in today's business world.

Consequently, organizations need to manage their IT services as
effectively as possible. A smooth-running IT system could be a
significant difference maker in today's competitive environment. You
can prepare for your interview by reviewing the following ITIL
interview questions and answers.

Today's emphasis on IT is why we have ITIL. The Information

Technology Infrastructure Library (or known as ITIL for short) is a
framework that standardizes the selection, planning, maintenance,
delivery, and the overall lifecycle of an organization's IT services. In
addition, ITIL aims to improve efficiency and achieve predictable
service delivery.
ITIL has undergone several iterations, and we're currently on ITIL 4.
However, IT professionals who want to get certified in ITIL 4 must
pass the Foundation exam. Fortunately, this article will give you what
you need to get started on your way to ITIL 4 certification.

100+ ITIL Interview Questions Answers for

2024

1. What is ITIL®?

ITIL® or Information Technology Infrastructure Library is a set of

practices highlighting the best ways it can deliver the highest quality
IT services. ITIL® also helps with:

Managing business risks

Strengthening customer relationships
Establishing cost-effective practices
Creating a stable IT environment and much more

2. What is ITSM?

ITSM or Information Technology Service Management is the act of

taking the support of people, processes, and technology to deliver IT
services and support internal customers.

3. Explain the phases of the ITIL® Lifecycle?

The different stages of the ITIL® life cycle are:

Service strategy: It provides a plan/ strategy for the overall life

cycle of the project. In this stage, it ensures the strategy to be in
sync with the business’ objectives to ensure that the customers
can derive value from the customers.
Service Design: This stage involves the design of services and
additional components that need to be introduced into the live
environment.
The next phase is the Service Transition. In this phase, IT services
are built and deployed. It also ensures that changes to the service
and service management process happen in a coordinated
manner.
Service Operations focus on making sure that the expectations of
the end-user are met, making sure that costs and potential issues
are managed.
Continual Service Improvement involves quality management to
learn from previous losses and successes. With this, the
 effectiveness and efficiency of IT processes and services can be
improved.

4. What are the 4 Ps of ITIL®?

People: These represent the individuals who are associated with the
processes and procedures.

Processes: The company’s ability to implement processes are

focused on.

Products: These focus on the service itself, along with its underlying
technology.

Partners: The partners who work with the IT organization to ensure

that the service works properly.

5. Explain the Service Value System?

The service value system describes the different components and

activities that synergize to create value. These include inputs,
elements, outputs, and other components that are relevant to service
management.

Guiding principles: These are recommendations that can help

an organization in any scenario, regardless of the aim, goal,
strategy, type of work, management, or structure.
Governance: It offers a structure that’ll help the organization
establish and maintain control over its direction. It aims every
investment the organization makes to create value and to
ensure that they meet business objectives.
 Service Value Chain: It is a model used for creating, delivering,
and continually improving services. It involves six activities, all
of which can be combined in different ways to create multiple
value streams.
Practices: These are a collection of organizational resources
that focus on performing some specific work or on fulfilling an
objective.
Continual Improvement: Focuses on the improvement by
improving the service’s effectiveness and efficiency, reducing
the cost of services, resources, and other IT management
practices.
Opportunity/Demand: Opportunity refers to the organization's
options to deliver value to its stakeholders and improve.
Demand refers to the need/ desire for products among internal
and external customers.

6. What are the Guiding Principles in the Service Value

System?

We design the guiding principles to guide the organization's decisions

and actions to make sure they can make the most of ITIL®. These
principles work regardless of the scenario, objective, goal, strategy,
type of work, management, or structure. The seven guiding principles
are:

Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and automate

7. Explain the objective of ‘Design and Transition’ on the

Service Value Chain.
The service value chain consists of 6 activities that enable the
creation of value. The design and transition component will help
organizations ensure the products and services are up to the quality,
cost, and other requirement standards set by the stakeholders.

Intermediate ITIL® Interview Questions

8. Why do we need to ‘Engage’ as part of the Service Value

Chain?

The engage component provides an understanding of the

stakeholders' needs, ensuring transparency, regular engagement, and
a favorable relationship with the stakeholders.
9. Explain the role of Service Operation in ITIL®.

In this stage, we measure the value of IT Services. They also help:

To deliver and support IT services at a satisfactory level for

everyone involved in the process.
To act as a point of contact, in the form of the service desk.
To identify activities that need to be completed within the service
catalog.

10. What are the measures of IT Service Management?

ITSM helps manage and control outcomes along with service

operations, there are four measurement layers.

Progress: This layer deals with the progress of the current service
operations.
Compliance: This layer focuses on existing industry processes and
market standards.
Effectiveness: This layer makes sure that it maintains the
effectiveness of the service.
Efficiency: This is the layer that focuses on maintaining the
workflow and performing service maintenance.

Let’s continue having a look at some ITIL® interview questions.

11. Explain how Availability, Agreed Service Time, and

Downtime are related.

Availability: It is the ability of an IT service or any of the other

configuration items to perform its expected functions when
required.
Agreed Service Time: It is the expected time during which the
service is to be operational.
Downtime: It is the time during the agreed service time that your
service isn’t operational.
12. What is an SLA?

SLA or Service-Level-Agreement is an agreement between the client

and the service provider. It highlights the quality of service that the
client expects from the provider, the metrics that make up the
success being a success, and the penalties or remedies that the
service provider would have to deal with if the service isn’t of the
expected quality.

13. What are the types of SLAs?

Corporate SLAs cover the issues relevant to the organization.

These are the same across the organization.
Customer SLAs refer to issues specific to the customers.
Service SLAs deal with issues relevant to a specific service (in
relation to the customer) that can be covered. Applies to all
customers that contract the same service.

14. What are the Service Portfolio, Service Catalog, and

Service Pipeline?

The service portfolio is a repository of all the information related to

the IT services in the organization.
The service catalog consists of links to active services with the
help of their service design package.
The service pipeline includes references to services that are still
not live yet. These plans could be proposed or under development.

15. What is a Service Request?

A service request is a request for IT service access, changing a

standard, information, or advice. The service request usually covers
things that have already been approved by company policy and don’t
require any new additional permissions.

16. What are the types of Service Providers?

Internal Service Providers: These represent the dedicated

resources of a business unit and deal with organization
management internally.
 External Service Providers: These providers provide services to
external customers. They handle specific and special scenarios
based on market standards.
Shared Services: These are autonomous special units that act as
internal service providers.

17. Explain the difference between an End-User and a

Customer.

End-user: A end-user is someone who directly receives or uses the

product.
Customer: A customer is someone who defines the requirements
of service and may or may not be able to choose between products
or suppliers.

18. What is a Standard Change?

Standard change refers to a change that’s been implemented in the

form of a service request.

19. What is a Configuration Item?

A configuration item is a component that needs to be managed to

deliver an IT service. It records information about these CIs into the
configuration record, within the configuration management system.
These items could be IT services, hardware, software, buildings,
people, and other formal documentation.

Let’s take a look at some more ITIL® Interview questions.

20. What is a Warranty?

A warranty is an assurance provided by the service provider to the

customers/stakeholders that their products/services meet the
agreed-upon requirements. It focuses on ‘how the service performs’
and to find whether services are ‘fit for use.’ It typically focuses on the
service's availability, security, capacity, and continual ensured
working.

21. What is the Service Desk?

The service desk acts as a point of contact between the service
provider and the users. It acts as a communication point where users
can report operational issues, queries, and other requests. For the
service desk to be successful, the service desk needs to have great
customer service skills like empathy and emotional intelligence.

22. What are the responsibilities of a Service Desk?

To ensure that it restores normal operations in the event of a

disruption.
To detail the steps to improve user awareness regarding IT issues
and to encourage them to use IT services, components, and
resources.
To assist other IT Service Management processes and functions
by escalating requests.

23. What is an IT asset?

An IT asset represents any component that’s financially valuable that

eases the delivery of an IT product or service.

24. What is Problem and Problem Management?

A problem is a cause of conflict or incident which is still unknown.

Problem Management is a process that manages the life-cycle of
problems. Detecting and providing solutions or workarounds are
considered a success to ensure the organization's impact is limited
and doesn’t recur.

The phases of problem management are:

Problem identification
 Problem control
Error control

25. What are the outcomes in ITIL®?

Outcomes are results obtained after performing an activity, following

an activity, providing a service, and more. It is used to compare the
intended and actual results. Outcomes are both qualitative and
quantitative. We measure outcomes based on the perspectives of the
people who are using the service.

26. What is a Utility?

A utility refers to a product/service's functionality to meet a particular

need in the market. A utility focuses on what a particular service does
and finds if the service is ‘fit for its purpose.’

27. Explain how incidents, problems, and known errors are

different from one another.

Incidents: These are parts of the process that were not expected
during the planning phase and not were supposed to be part of the
standard operation.
Problem: It is a cause of conflict or incidents which is still
unknown.
Known errors: A known error is a problem that’s already been
diagnosed, and a workaround or a permanent solution has already
been found.

28. What is a Workaround?

A workaround is a temporary solution that resolves issues

temporarily. In this case, the issue’s reason has not been identified.
The time frame for a workaround isn’t usually defined and could range
from a few seconds to many years.

29. What are some workaround or recovery options?

Recovery options are divided into three categories:

 Fast recovery: This recovery takes place within 24 hours (hot
standby).
Intermediate recovery: The recovery process is completed within 3
days (warm standby).
Gradual recovery: The recovery takes place in a matter of
days/weeks, but always after 24 hours.

30. Explain the 7R’s of Change Management?

Change Management in ITIL® enables organizations to deploy

changes without causing any downtime or any other disruption.

The 7 R’s are:

Who RAISED the change?

What is the REASON for the change?
What RETURN will the change deliver?
What RISKS are there if the change isn’t carried out?
What are the RESOURCES required to perform the change?
Who is RESPONSIBLE for this change?
What is the RELATIONSHIP between this and other changes?

Moving forward in this article on ITIL® Interview Questions, we’ll

cover topics like emergency changes, change enablement, PDCA
cycle, PIR, and so on.

31. What is Emergency Changes?

Emergency changes are changes that need to be incorporated as

soon as possible. The changes, in this case, aren’t tested, and it
makes certain decisions balancing risks and rewards

32. What is Change Enablement?

It is the method that aims to maximize the number of IT changes that

are successful by ensuring risks are assessed properly; it allows
changes to proceed, and to manage the change schedule.

33. What’s the difference between a Change Request and a

Service Request?
 A change request is a formal proposal to make alterations to a
product/system made by a service user/ stakeholder.
A service request is a request for IT service access to change a
standard, information, or advice. These are things that are already
approved by company policy.

34. What does a Known Error mean in ITIL®?

A known error refers to a problem that has been analyzed and has not
been resolved.

35. Explain the plan-do-check-act (PDCA) cycle.

Businesses use the PDCA cycle for the control and continuous
improvement of products and processes. The parts of the cycle are:

Plan: In this stage, the improvements are planned. Here the

measure of success is measured. After performing gap analysis, it
makes a plan to reduce the gap through improvements
Do: This stage involves the implementation of improvements. It is
in this stage that we take steps to close the gaps determined in the
previous phase
Check: This stage involves monitoring, measuring, and reviewing.
The results obtained here are compared to the factors that make
up success, discussed in the planning stage
Act: In this stage, the improvements identified are completely
implemented

Intermediate ITIL® Interview Questions For

Experienced

36. What is the Post Implementation Review?

The post-implementation review or PIL is an evaluation and analysis
of the final working solution. After a change request is made, the
review takes place and checks if the change and its implementation
were successful. PIL helps answer questions like:

Did the change solve the problem it aims to address?

In the case of failure, did the back-out plan work?
Did the change impact the customers?
Were resources allocated effectively through the process?
Was the change implemented based on a budget and in a timely
manner?

37. What is the RACI model?

The RACI Model is a tool that helps identify different roles and
responsibilities with ease during a project. It stands for:

Responsible: The people who perform the work to complete the

task. Depending on their tasks, responsibilities are assigned to
them.
Accountable: The person or people responsible for the thorough
and correct completion of the task.
Consulted: The person or people who provide information about
the task and are consulted as it progresses. This usually involves
back-and-forth communication.
Informed: These people are kept informed regarding how the task
is progressing. Communication, in this case, is usually one-way.

38. What is Incident Management, and what are its

objectives?

Incident management is part of the IT Service Management that

ensures normal service is restored as soon as possible. The
objectives of incident management are:

Reporting and resolving the incident with the IT service as soon

as it happens.
Focusing on the satisfaction of customers and users.
Ensuring that approved and regulated methods are applied to all
processes.
39. What is Service Request Management?

This practice focuses on the service's agreed quality by managing

service requests in an effective and user-friendly manner. These
depend on processes and procedures to maximize the efficiency of
the practice with the help of tracking and automation tools

40. What is the purpose of Supplier Management?

This form of management makes sure that the organization’s

suppliers and their performance are properly supported to ensure
continuous quality products and services. The objectives of supplier
management are:

To maintain the supplier contracts database

Maintaining the supplier relationship
Negotiating and establishing contracts with suppliers

41. What is the Continual Improvement Model?

This model defines a series of steps for implementing improvements.

The model is known for using techniques like a SWOT analysis. It also
uses balanced scorecard reviews, and maturity assessments. It
provides a high-level guide to support improvement initiatives. With
this, the chances of the ITSM initiative to be successful are improved.
It places a stronger focus on customer value and making sure
improvements match the organization’s vision.

42. Name some knowledge management systems related

to ITIL®.

CMIS (Capacity Management Information System): A

Capacity Management Information System, or CMIS, collects
information regarding IT infrastructure usage, capacity, and
performance. The data is gathered in a consistent manner
then stored in either a single or series of databases.
AMIS (Availability Management Information System); The
AMIS is a virtual repository of all Availability Management
data and is usually stored in multiple physical locations.
 KEDB (Known Error Database): Known Errors are managed by
the Problem Management process, with the details of each
known error recorded in a Known Error Record, which is in
turn stored in the Known Error Database (KEDB).

43. Why do we need Relationship Management?

Relationship management ensures that the organization's suppliers

and their performance are managed appropriately to support
seamless, quality products, and services. Its major objective is to
establish and nurture the links between the organization and its
stakeholders

44. Why do we need Information Security Management

Systems?

Information Security Management Systems help align business and IT

security while also ensuring information is handled effectively across
services and service management activities. These ensure that:

Information is available and can be used when required. It

also plays a role in ensuring that these systems can resist,
recover, or prevent failures.
Access to information is only for individuals who have the
right to know it.
The information is complete, accurate, and safe from
unauthorized access.
We can trust information exchange or business
transactions.

45. What is the purpose of the deployment management

practice?

The deployment management practice is used to move new or

changed hardware, software, documentation, processes, or any other
component to a live environment. They can also involve it in deploying
components to other environments for the process of testing and
staging.
 Are you looking forward to becoming an ITIL® expert? Check out
the ITIL® Foundation Certification Course and get certified.

46. Why do we need Relationship Management?

Relationship management ensures that the organization's suppliers

and their performance are managed appropriately to support
seamless, quality products, and services. Its major objective is to
establish and nurture the links between the organization and its
stakeholders

47. Why do we need Information Security Management

Systems?

Information Security Management Systems help align business and IT

security while also ensuring information is handled effectively across
services and service management activities. These ensure that:

Information is available and can be used when required. It also

plays a role in ensuring that these systems can resist, recover, or
prevent failures.
Access to information is only for individuals who have the right to
know it.
The information is complete, accurate, and safe from unauthorized
access.
We can trust information exchange or business transactions.

48. What is the purpose of the deployment management

practice?

The deployment management practice is used to move new or

changed hardware, software, documentation, processes, or any other
component to a live environment. They can also involve it in deploying
components to other environments for the process of testing and
staging.

49. What is the difference between Utility and Warranty?

The utility is the ability of a service or product to fulfill a certain

requirement. Perhaps utility responds to the question of 'what the
product accomplishes' or if the service is 'up to standard'. In contrast,
a warranty is a guarantee that a service or product will satisfy agreed-
upon specifications. Warranty addresses if a product is 'fit for use' or
'how well the service operates.

50. What is the significant difference between ITIL® 2 and

ITIL® 3?

When compared to ITIL® V2, which focuses on services generated by

the firm, the process of creating them, and the persons who utilize
them, ITIL® 3 focuses on the partners who are involved in the project.
In addition, ITIL® V2 is a process-oriented strategy, while ITIL® 3 is a
lifecycle-based essential part Of project management.

51. What is Incident Management, and what are its

objectives?

Incident management is part of the IT Service Management that

ensures normal service is restored as soon as possible. The
objectives of incident management are:

Reporting and resolving the incident with the IT service as soon as

it happens.
Focusing on the satisfaction of customers and users.
Ensuring that approved and regulated methods are applied to all
processes.

52. What is Service Request Management?

This practice focuses on the service's agreed quality by managing

service requests in an effective and user-friendly manner. These
depend on processes and procedures to maximize the efficiency of
the practice with the help of tracking and automation tools

53. What is the purpose of Supplier Management?

This form of management makes sure that the organization’s

suppliers and their performance are properly supported to ensure
continuous quality products and services. The objectives of supplier
management are:

To maintain the supplier contracts database

 Maintaining the supplier relationship
Negotiating and establishing contracts with suppliers

54. What is the Continual Improvement Model?

This model defines a series of steps for implementing improvements.

The Continual Improvement model is known for using techniques like
a SWOT analysis. It also uses balanced scorecard reviews, and
maturity assessments. It provides a high-level guide to support
improvement initiatives. With this, the chances of the ITSM initiative
to be successful are improved. It places a stronger focus on customer
value and making sure improvements match the organization’s vision.

55. Name some knowledge management systems related

to ITIL®.

CMIS (Capacity Management Information System): A Capacity

Management Information System, or CMIS, collects information
regarding IT infrastructure usage, capacity, and performance. The
data is gathered in a consistent manner then stored in either a
single or series of databases.
AMIS (Availability Management Information System); The AMIS is
a virtual repository of all Availability Management data and is
usually stored in multiple physical locations.
KEDB (Known Error Database): Known Errors are managed by the
Problem Management process, with the details of each known
error recorded in a Known Error Record, which is in turn stored in
the Known Error Database (KEDB).

56. ITIL 4 incident management process

Incident Management is described as a service management practice

in ITIL 4, with core actions, inputs, outputs, and roles. Organisations
should build a procedure for addressing incidents tailored to their
specific needs based on this advice.

57. The service transition process focuses on?

Building and deploying IT services is the focus of the ITIL Service

Transition Process.
58. What is the difference between ITIL and COBIT?

The Information Technology Infrastructure Library (ITIL) is a set of

guidelines for managing information technology services. It gives you
the ability to put the company's policies into action.

COBIT (Control Objectives for Information and Related Technologies)

is an information and technology integration framework. It allows us
to create business operations norms.

59. What are the benefits of ITIL?

The following are some of the primary advantages of ITIL:

Ensures that the business and IT departments are on the same

page.
Provides the greatest service management practices.
Defines each task's role in detail.
Reduces expenses and improves resource use.

60. List the main steps in the Problem Management

process.

Identifying the issue

The problem's classification and priority
Identifying the root reason
Create a workaround for the situation
Creating a known error record.
Dealing with the problem
Solve the issue

61. List the objectives of the IT Service Continuity

Management.

The following are the goals of IT Service Continuity Management:

Examine the risks involved.

Experiment with backing out of situations.
Make final preparations for the backout.

62. What is Configuration Management’s purpose in ITIL?

Configuration Management is the process of keeping track of all of a
company's hardware and software. Consider a large company with a
lot of computers, software, and mobile devices. Someone must
oversee this and keep track of the company's IT assets.

63. What is the difference between a project and a process?

A project is a term that refers to the creation of something new or the

implementation of a change. A process, on the other hand, tries to
create value by completing a task repeatedly. A project has a set
duration, but a process is ongoing and has no set end date.

64. Differentiate between proactive and reactive problem

management.

The goal of reactive problem management is to solve problems as a

result of one or more incidents. Proactive problem management is
focused on finding and resolving problems and known faults before
they cause new incidents.

65. What is the objective of Change Management in ITIL®?

Change management seeks to control the change process and,

presumably, reduce the number of issues that arise as a result of it.
Following that, the change manager will review and approve the
modification. If the change is significant, it will be presented to a
regular meeting of a change advisory board.

66. Explain Capacity Management’s main objective and

mention its sub-processes.

Capacity management is the act of ensuring that IT capacity can

provide consistent and acceptable service levels at a predictable and
controllable cost.

Subprocesses are:

67. Define Operational Level Agreement (OLA).

The Operational Level Agreement (OLA) is a contract that focuses on

the various IT groups inside a firm and how they construct their
services to meet SLAs.

68. What is the difference between customers and end-

users?

The service or product is received or used directly by the end-user or

end customer. However, a customer may or may not be able to select
from a variety of products and vendors.

69. What is the importance of an information security

policy?

An information security policy helps to protect against cyber threats.

Consumer trust is swiftly eroded by security incidents like data leaks
and breaches. A robust information security policy can help prevent
this kind of incident while still maintaining high levels of client
confidence.

70. What is the objective of a Balanced Scorecard?

A balanced Scorecard lets businesses consolidate data into a single

report and assists in the improvement of efficiencies.

71. What is a Change Advisory Board (CAB)?

The CAB (Change Advisory Board) is an authorised group of

individuals charged with evaluating all high-impact Requests for
Change from both a commercial and technical standpoint.

72. What is a Freeze period in ITIL®?

During the freeze period, no changes to the production system are

permitted. It ensures that the service is not disrupted by the new
adjustments. It frequently happens right before and right after a
release goes live.

73. What are the ITIL models adopted by an organisation?

Microsoft

The Microsoft Operations Framework is a set of instructions designed

to assist IT professionals in establishing and implementing
dependable, cost-effective services.

IBM

The IT Process Model defines enterprise-wide business services and

procedures. It aids in the renewal and integration of existing systems.

74. Give examples of proactive problem management.

Keep tabs on incidents and problems.

Researching customers.

75. What is the Configuration baseline?

In ITIL®, a configuration baseline is one that has been officially settled

on and overseen through the change of the board cycle and is solely
utilised for that setup.

76. What is ISO/IEC 27002?

The International Organization for Standardization (ISO) and the

International Electrotechnical Commission (IEC) developed ISO/IEC
27002 as an information security standard. This code of practice
outlines information security principles and management procedures
for organisations.

77. What is RACI-VS?

RACI-VS stands for: Verifies Sign off – The person who signs off on
the project after ensuring that the acceptance criteria have been met.

78. What do you understand about Service Transition?

The techniques and processes of ITIL Service Transition assist

enterprises in ensuring continuous service improvement and
operations. The term "service transition" refers to the process of
ensuring that a newly developed and improved service fulfils both
customer and company expectations. The transition lifecycle stage is
the step of a company's movement from one state to another.

79. Why is Service Transition used?

 Plan and manage service changes in a timely and efficient
manner.
Manage the risks associated with new services that have
been introduced, updated, or withdrawn.
Ascertain if the service changes provide the anticipated
value to the company.
Deploy the service releases to environments that are capable
of supporting them.
Establish reasonable expectations for the performance and
use of new or modified services.
It guarantees that newly launched or changed services are
simple to maintain and cost-effective over time.

80. Explain CSI.

CSI ensures that following a service outage, IT services may recover

and continue. Assists in the completion of simplified business
analysis in order to prioritise company recovery.

81. List down the 7 steps involved in CSI.

The following are the seven steps involved:

Determine an improvement approach.

Define the metrics that will be used.
Collect the information
Analyse and process the information and data
Present and make use of the data
Improve the situation.

82. What is Financial Management?

Financial management encompasses all functions and features of a

company's or an individual's financial components. This
encompasses, but is not limited to, financial and economic structure
design, management, control, and evaluation for a customer.

In order to maximise profit and minimise expenditures, the financial

management of a company necessitates developing a strategy to
ensure that the firm's finances continue to expand in a good direction.
83. Why is ITIL required?

ITIL is required for the following reasons:

Enhance the success of project completion.

Manage continual business, and IT changes.
Give customers the most bang for their buck.
Increase resources and capacities.
Provide useful and dependable services.
For each task, clearly specify roles.
Provide services that add value to customers.
Integration of business and service strategy.
Enhance your customer relationship.
Best practices for service management.

84. What are the advantages of ITIL?

Advantages of ITIL are:

Provides dependable and beneficial services

Improves service delivery success by providing a better
customer experience
Based on a single set of terms and a single language
Consistently high quality
The ability to integrate data
Process automation skills that are strong
Flexibility in deployment

85. Define Service Level Agreement

Service Level Agreements (SLAs) describe the connection between an

IT Service Provider and the company that is seeking the provider's
services.

86. Mention layers of service management measurements.

You're in charge of overseeing the current service

operations' progress.
Compliance refers to adhering to market norms and
following industry trends.
 Effectiveness contributes to the services' continued
effectiveness.
Workflow efficiency and service upkeep are aided by
this feature.

87. Mention 7 steps involved in continual service

improvement

The following are the seven steps involved in continual service

improvement:

To improve, find a focus.

Understand what you'll be measuring.
Gather the information required.
Organising data
Investigate data and information.
Information should be used wisely.
Make the required changes.

88. List some popular web-based service desk tools.

Some popular web-based service desk tools are:

HappyFox.
Help Scout.
SolarWinds Service Desk.
JIRA Service Management.
Salesforce Service Cloud.
SysAid.
Vivantio.
Zoho Desk.

89. Explain Return on Investment

The ability to use assets to generate more value is measured by return

on investment. Return on investment (percentage) = Net profit /
Investment x 100 is a formula that may be used to determine it.

90. Define the concept of IT policy

The association's Information Technology (IT) Policy lays out rules,
guidelines, and rules for the appropriate use and support of the
mechanical resources to guarantee the moral and satisfactory
utilisation of information, items, and offices, as well as the wellbeing,
security, and safety of the individuals who use them.

91. Define Service Reporting

The Service Reporting process documents both operational and

strategic accomplishments. Its goal is to deliver information to both
IT and the business so that they may make educated decisions. The
format and style of reports should be agreed upon by IT and the
business to suit their respective audiences.

92. Explain the term Service Assets and Configuration

Management

Service asset management is concerned with the assets used to

provide IT services. Configuration management is the process of
keeping track of the configurations and interactions between the
various components of your various IT services.

SACM involves having the option to recognise and administer all

resources across your framework, as well as dealing with their
integrity through compelling recording, detailing, and reviewing.

93. Differentiate between service and product

Products are things or systems made available for customer use,

whereas services are transactions in which no actual goods are
exchanged. The major distinction between a product and a service is
that a product is tangible, whereas a service is intangible.

94. What is the reason for employing a balanced bundle of

service metrics?

It provides an outcome-based view of services.

95. Why should incidents be prioritized?

To ensure that incidents with the highest business impact are
resolved first.

96. Identify the service management dimension focused on

the communication systems and knowledge bases used by
employees.

Information and technology.

97. Identify the service management dimension which is

focused on an organization's relationships with other
organizations to deliver its services.

Partners and suppliers.

98. The IT department plans on installing a new application

for all users over the weekend. What deployment approach
is this called?

This is a Big Bang deployment.

99. What is the primary function of value chain activities?

Service value chain activities receive and provide triggers for further
actions to be taken.

100. What does the 'service request management' practice

depend on for maximum efficiency?

Processes and procedures.

101. Identify an item that refers to an outcome description.

Results for a stakeholder.

102. What practice ensures accurate and reliable

information about configuration items and their
relationships is available?

Service configuration management.

103. What usually requires a separate process?

Managing major incidents.

104. Service actions are performed by the service provider

according to the…?

The agreement with the consumer.

105. What events allow actions to be taken before the

business actually experiences any negative impact?

Warning events.

106. What is it called when components are integrated,

tested, and deployed when needed, providing frequent
opportunities for customer feedback loops?

Continuous delivery.