The Top ITIL Interview Questions And Answers

By July 12, 2020

ITIL is a certified course, and individuals applying for a job in this profile need to be smart. There are various things that an interviewer looks for in a person with an ITIL certificate while interviewing him/her. However, there are some questions that one can expect in an interview for a job in the field of ITIL. Below are some of the most asked questions, along with the answers.

What is the difference between ITIL V3 and ITIL4?

This is one of the most frequently asked questions which is done to test the basic knowledge of a person in ITIL. While ITIL4 maintains the core elements available in the previous versions, the ITIL V3 is the earlier version of ITIL4. The changes that have appeared in these two versions is that IT service management becomes more optimized. It helps in making the business more flexible and helps it in adapting to the new technology at a faster speed.

What are the benefits of ITIL?

A person who has done a course in ITIL knows the benefits that ITIL provides to its users. One of the most valuable benefits of using ITIL is that it helps build a strong alignment between the business and the IT field. Another benefit that one can say is that ITIL helps in managing business risks and service disruption in a better way. It even provides a more stable environment that can adapt and support any changes in the business. ITIL also helps in reducing the cost by providing better utilization of the resources. ITIL is responsible for delivering better customer satisfaction and better quality of services.

Explain the difference between change requests and service requests.

While the change request is a formal proposal that alters a specific product or system, the change request is formally given by the user. As the name suggests, the service request is a request for getting access to the IT service. The service request includes access to the cloud. This kind of application deals with the things that the user has already approved and needs some extra assistance or similar jobs.

How does ITIL help in reducing the expenses of the company?

ITIL helps reduce the company’s cost or expenses by utilizing the company’s existing resources and providing better results. Instead of investing money in new funds, one can reuse the old resources with some changes and get the desired results. This particular concept provided by ITIL helps the company in saving money on supplies.

What is SLA?

SLA stands for service level agreement and is a type of contract between the service provider and the end-user. It defines the kind of service that the user expects from the service provider.

What are the types of SLA?

SLA is of 3 levels, which are discussed below.

  • The customer service level agreement is the type of contract which exist between the service provider and the external user or customer
  • The internal service level agreement is the type of SLA which serves as an agreement between the IT professional and an internal user or customer. This usually occurs between the departments of a company.
  • The vendor service level agreement is the type f SLA that serves as an agreement between the user and the vendor itself.

What is OLA?

OLA stands for the operational level agreement, which states the independent relationship between the support of an SLA.

What are the types of KMS or Knowledge Management Systems?

The types of KMS are CMIS (Capacity Management Information System), Availability Management Information Systems or AMIS, Known Error Database or KEDB, Service Knowledge Management System, or SKMS, Definitive Media Library or DML nad Configuration Management Database or CMDB.

Describe the relationship between availability, availability service time, and downtime?

The relationships between the above three terms are as follows:

Availability%= (Available service time-downtime)/Available service time.

These were some of the most asked questions which an individual might face in an ITIL interview. However, there are chances that other items might also appear in the meeting. The interviewer might ask basic questions from ITIL or might ask advanced level ITIL questions, depending upon the job profile that an individual is applying for.

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