How to Ace the ITIL Job Interview Questions and Answers in 2024

ITIL Job Interview

You should take the ITIL interview very seriously and use the following questions and answers as a guide before you go in for the interview if you want to increase your chances of qualifying and getting the ITIL certification that will open doors to a successful career.

ITIL Interview Frequently Asked Questions and Answers in 2023

1. Is it possible for ITIL to lower an organization’s IT investment costs?

Because ITIL training forces professionals to adhere to certain standards, even if there is unplanned work that interferes with operations and staff, a professional approach will prevent the “Total Cost of Ownership” from rising, thus lowering the cost of IT investment.

2. In the Change Management Process, how and by whom is a Proposed Change determined?

The “Change Manager” makes decisions on suggested changes by standardising the procedures and processes, ensuring that the predetermined goals are achieved by the predetermined individuals who have been given permission, and delivering all of these without changing the funds allotted.

3. What is SLA, and what varieties are there?

A “Service Level Agreement” (SLA) is the name of the agreement between the client and the IT service provider. It essentially outlines the responsibilities, obligations, and roles of the IT service provider and the client while also outlining the service level objectives. SLAs come in three varieties: customer-based, multi-level, and service-level.

4. Describe OLA.

An “Operational Level Agreement” is a contract between an IT service provider and any other department within the same company, such as the support team.

5. What role does SACM play?

The ITIL Certification course “Service Asset and Configuration Management” emphasises its importance as it helps professionals annexe configuration data. This approach of updating information, a decision made, and the timing of the change can be utilised either before or after an issue to act pro-actively or quickly resolve the situation, as appropriate.

Also Read: What is ITIL Certification? Overview and Career Paths

6. Why do we require CSFs?

The phrase “Critical Success Factor” is mostly used to describe the elements of the master plan for the accomplishment of an organisation or project. Therefore, moving forward with the plan is important.

7. When do you plan to make an SDP?

Every new IT service, important update, or termination of IT work causes the creation of an SDP.

8. Name two ITIL-certified service management processes.

  • IT Service Continuity Management
  • Availability Management

9. How do service time, downtime, and availability relate?

Availability = (Available Service Time – Downtime)/Available Service Time.

10. How are you going to handle a Change Request?

The steps taught in ITIL training go like this:

  • Document it
  • Evaluate it.
  • Assign importance
  • Arrange it
  • Examine it 
  • Execute it

11. What is the PDSA Cycle?

A thorough approach to obtaining important knowledge and information for ongoing service, process, or product improvement

12. What is a balanced scorecard?

Associating business activities with the organization’s vision, communicating it, and tracking its performance in relation to its stated strategic goals are all part of a systematic planning process.

13. How are ITSCM and BCP related?

Disaster recovery planning is constrained by ITSCM, which is a part of BCP.

14. Which ITIL-based models are frequently adopted by organisations?

They are HP, IBM, and MOF.

An ITIL Certification interview may have a different set of questions for each person; therefore, it is always important to prepare well and maintain mental stability.

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