ITIL Interview Questions and Answers, ITIL Interview Questions and Answers Freshers, ITIL Interview Questions and Answers, ITIL Interview Questions

Before getting on to the ITIL interview questions, the student must know that the ITIL is a continuously varying field which needs the students as well as professionals to upgrade their skills with the new features and knowledge, to get fit for the jobs associated with ITIL. This post related to ITIL Interview Questions and Answers, ITIL Interview Questions and Answers Freshers, ITIL Interview Questions and Answers, ITIL Interview Questions will help you let out find all the solutions that are frequently asked in you upcoming ITIL interview.

Over thousands of vacancies available for the ITIL developers, experts must be acquaintance with all the component of ITIL technologies. This is necessary for the students in order to have in-depth knowledge of the subject so that they can have best employment opportunities in the future. Knowing every little detail about ITIL is the best approach to solve the problems linked with problem.

APTRON has spent hours and hours in researching about the ITIL Interview Questions and Answers, ITIL Interview Questions and Answers Freshers, ITIL Interview Questions and Answers, ITIL Interview Questions that you might encounter in your upcoming interview.  All these questions will alone help you to crack the interview and make you the best among all your competitors.

First of all, let us tell you about how the ITIL technology is evolving in today’s world and how demanding it is in the upcoming years. In fact, according to one study, most of the companies and businesses have moved to the ITIL. Now, you cannot predict how huge the future is going to be for the people experienced in the related technologies.

Hence, if you are looking for boosting up your profile and securing your future, ITIL will help you in reaching the zenith of your career. Apart from this, you would also have a lot of opportunities as a fresher.

These questions alone are omnipotent. Read and re-read the questions and their solutions to get accustomed to what you will be asked in the interview. These ITIL interview questions and answers will also help you on your way to mastering the skills and will take you to the giant world where worldwide and local businesses, huge or medium, are picking up the best and quality ITIL professionals.

This ultimate list of best ITIL interview questions will ride you through the quick knowledge of the subject and topics like Service, Concept of Service Value and Service Management. This ITIL interview questions and answers can be your next gateway to your next job as a ITIL expert.

These are very Basic ITIL Interview Questions and Answers for freshers and experienced both.

Q1: How does ITIL help to reduce costs and minimize total cost of ownership (TCO) for IT investments?
A1: IT investments and staff always find that they break their work timelines. This happens since the unscheduled work always takes priority over the work that is planned. ITIL can help an organization stop this continuous cycle and can therefore, help employees focus on the Total Cost of Ownership (TCO) and other activities in their department.

Q2: Who decides the categorization of a proposed change within an ITIL compliant Change Management process?
A2: It is the task of Change Manager

A Change Manager will plays a key role in ensuring that the projects (change initiatives) meet their objectives within timelines and said budgets by increasing employee adoption and usage. This person will focus on the people’s side of change, including changes to business processes, systems and technology, job roles and organization structures.

Q3: After a Change has been implemented, an evaluation is performed. What is this evaluation called?
A3: It is known as Post Implementation Review (PIR)

PIR is an assessment and review of the complete working solution. It will be performed after a period of live running, sometimes after the project is completed.

The Post Implementation Review is used to evaluate the effectiveness of system development after the system has been in production for a specific period (usually 6 months). It is a free-form report, and not all sections are relevant or necessary to the final product. A description of the Post Implementation Review Report is always attached.

Q4: What ITIL process ensures that the organization is aware of new and changing technology?
A4: Capacity Management is responsible for ensuring that the organization is aware of new and changing technology. It is the discipline that checks and verifies that IT infrastructure is provided at the right time in the right volume at a right price with utmost efficiency.
This involves input from many areas of the business to identify what services are (or will be) required, what IT infrastructure is required to support these services, what level of Contingency will be needed, and what will be the cost of this infrastructure.

Q5: Suppose a Service Level Manager requires confirmation wherein the internal Service Desk can answer a certain percentage of calls within 10 seconds. In what document would the Service Desk’s agreement to this requirement be recorded?
A5: An operational level agreement (OLA) is a contract that defines how various IT groups within a company plan to deliver a service or set of services. OLAs are designed to address and solve the problem of IT silos by setting forth a specific set of criteria and defining a specific set of IT services to be performed by each department.

It should be noted that the term Service Level Agreement (SLA) is used in many companies while discussing agreements between two internal groups. However, according to Information Technology Infrastructure Library (ITIL) framework for best practices, this type of internal contract should is better known as an Operational Level Agreement.

Q6: What two Service Management processes will most likely use risk analysis and management methodology?
A6: The two service management processes are- Availability Management and IT Service Continuity Management

ITIL Availability Management aims at defining, analyzing, planning, measuring and improving all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles, etc are appropriate for the agreed availability targets.

IT Service Continuity Management (ITSCM) aims at managing risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.

Q7: Explain Service portfolio, Service catalogue and service pipeline.
A7: Service portfolio – Defines services provided by service provider across all Market and all customers. The objective of ITIL Service Portfolio Management is to manage the service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.

Service Catalogue is the sub set of Service portfolio. Services ready to be offered to customers is listed in service catalogue. An IT service catalog, sometimes called an IT service portfolio, is a list of available technology resources and offerings within an organization.

Service Pipeline consists of services under development. It is a great opportunity to view the direction of a service provider’s growth as it discusses and includes the future services that are currently under development by the service provider.

Q8: Define Service operations
A8: Service operation is responsible for all ongoing activates required to support and deliver services.

Q9: What is continues service improvement (CSI)?
A9: Continues evolution of service and identify ways to improve services.

Q10: Define Service Management?
A10: Service Management is transforming recourses into valuable services.

Q11: What is Service process management Process?
A11: Process is a set of activates designed to achieve a definite objective.
Input >> Process >> output.
Process is closed loop.

Q12: What is service management Measurements?
A12: Four metrics for performance measurement
• Progress
• Compliance
• Effectiveness
• Efficiency

Q13: Explain Roles in service management.
A13: 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.

Q14: What are the 7 R’s of change management?
A14: The Seven R’s of Change Management are:

Who RAISED the Change?
What is the REASON for the change?
What RETURN will the change deliver?
What RISKS are there is we do or do not carry out the change?
What RESOURCES will be required to perform this change?
Who is RESPONSIBLE for this change being performed?
What RELATIONSHIPS are there between this and other changes?

Q15: What type of information is stored in a CMDB?
A15: CMDB contains contents that are intended to hold a collection of IT assets commonly referred to as configuration items (CI) as well as descriptive relationships between such assets.

Q16: What is the difference between end-users and customers?
A16: An end user or end customer directly receives the service or employs the product.
A customer may or may not have the ability to choose between different products and suppliers.

Q17: What is difference between Expedite / Urgent Change and Emergency Change?
A17: An ITIL emergency change is the highest priority change that can be defined in an organization. An expedited change is a change that meets a critical business requirement without the normal review and approval time.

Q18: What is CAB?
A18: CAB (Change Advisory Board) is an authoritative and representative group of people who are responsible for assessing, from both a business and a technical viewpoint, all high impact Requests for Change (RFCs).

Q19: What is a PIR?
A19: Post Implementation Review (PIR) is that which takes place after a change or a project has been implemented.

Q20: Explain service portfolio, service catalogue and service pipeline.
A20: Service portfolio refers to the services provided by service provider across all Market and all customers.

Service Catalogue is the sub set of Service portfolio. Services ready to be offered to customers is listed in service catalogue.

Service Pipeline consists of services under development.

Q21: Explain Classification?
A21: Its the process of formally grouping Configuration Items (CIs) by type, e.g. hardware, software, accommodation, people, documents, business processes, external services and it takes place immediately after recording and registering an incident.

Q22: What Information is regularly exchanged between Problem Management and Change Management?
A22: RFCs resulting from known errors.

Q23: How Availability Management’s manage the availability plan for current and future?
A23: By using an emergency power provision

Q24: What’s the importance of a service desk?
1. The Service Desk is critically important as the very first contact the organization’s users have with IT Services.

2. This department also distributes information to users.

3. It is responsible for tracking and monitoring an incident also.

Q25: What is incident management process? Examples?
A25: Incident Management (IcM) is an IT service management (ITSM) process area
Its objective is to restore a normal service operation as quickly as possible
Incidents should be classified as they are recorded,


1. Application
2. Service not available
3. Application bug
4. Disk-usage threshold exceeded
5. Hardware
6. System-down
7. Automatic alert
8. Printer not printing

Q26: What is Proactive problem management?
A26: Finding potential problems and errors in an IT infrastructure before they cause incidents.

Q27: What’s the difference between Incident, Problem and Known Error?
A27: Incident => an incident is any event that is not part of the standard operation.
Example no frees space on user’s hard disk.

Problem =>a problem is the unknown underlying cause of one or more incidents. Incident can never become a problem.

Known Error =>is an incident or problem for which the root cause is known and for which a temporary workaround or permanent alternative has been identified.
Request for Change (RFC) is needed in order to fix the known error.

Q28: When Would We Create A Service Design Package?
A28: An SDP is produced for each new IT service, major change, or IT service retirement.

Q29: Why Do We Need Csfs?
A29: 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.

Q30: What Is An Ola?
A30: 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 help-desk.

Q31: Why Would You Use Sacm?
A31: 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 faster.

Q32: In Your Opinion, What Should An Sla Contain?
A32: 1.Service name
2.Clearance information (with location and date)
3.Contract duration
4.Description/ desired customer outcome
5.Service and asset criticality
6.Reference to further contracts which also apply (e.g. SLA Master Agreement)

Q33: Can You Name 3 Types Of Sla?
A33: 1. Service based SLA: An agreement for all the customer using the services being delivered by the service provider.

2. Customer based SLA: An Agreement with an individual customer group, covering all the services they use.

3. Multi level SLA: The SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA.

Q34: About Release Deployment Management?
A34: RDM include the process, system, package, build test and deploy a release in production.
Build Test and Deliver

ITIL Conclusion Interview FAQs

We know the list of ITIL Interview Questions and Answers, ITIL Interview Questions and Answers Freshers, ITIL Interview Questions and Answers, ITIL Interview Questions is overwhelming but the advantages of reading all the questions will maximize your potential and help you crack the interview. The surprising fact is that this ITIL interview questions and answers post covers all the basic of the ITIL technology and you have to check out the FAQs of different components of ITIL too.

However, you will be asked with the questions in the interview related to the above mentioned questions. Preparing and understanding all the concept of ITIL technology will help you strengthen the other little information around the topic.

After preparing these interview questions, we recommend you to go for a mock interview before facing the real one. You can take the help of your friend or a ITIL expert to find the loop holes in your skills and knowledge. Moreover, this will also allow you in practicing and improving the communication skill which plays a vital role in getting placed and grabbing high salaries.

Remember, in the interview, the company or the business or you can say the examiner often checks your basic knowledge of the subject. If your basics is covered and strengthened, you can have the job of your dream. The industry experts understand that if the foundation of the student is already made up, it is easy for the company to educate the employ towards advance skills. If there are no basics, there is no meaning of having learnt the subject.

Therefore, it’s never too late to edge all the basics of any technology. If you think that you’ve not acquired the enough skills, you can join our upcoming batch of ITIL Training in Noida. We are one of the best institute for ITIL in noida which provide advance learning in the field of ITIL Course. We’ve highly qualified professionals working with us and promise top quality education to the students.

We hope that you enjoyed reading ITIL Interview Questions and Answers, ITIL Interview Questions and Answers Freshers, ITIL Interview Questions and Answers, ITIL Interview Questions and all the FAQs associated with the interview. Do not forget to revise all the ITIL interview questions and answers before going for the ITIL interview. In addition to this, if you’ve any doubt or query associated with ITIL, you can contact us anytime. We will be happy to help you out at our earliest convenience. At last, we wish you all the best for your upcoming interview on ITIL Technology.