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TechSupport: ITIL Foundation interview questions

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ITILFoundationinterviewquestions

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WhatisITIL?

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ITIListhemostwidelyadoptedapproachforITServiceManagementintheworld.Itprovidesa
practical,nononsenseframeworkforidentifying,planning,deliveringandsupportingITservicesto
the
business.

Backup(1)

WhatisITServiceManagement(ITSM)?
ITServiceManagement(ITSM)isaprocessbasedpracticeintendedtoalignthedeliveryof
informationtechnology(IT)serviceswithneedsoftheenterprise,emphasizingbenefitstocustomers.
ITSMinvolvesaparadigmshiftfrommanagingITasstacksofindividualcomponentstofocusingon
thedeliveryofendtoendservicesusingbestpracticeprocessmodels.ITIL(InformationTechnology
InfrastructureLibrary)isagloballyrecognizedcollectionofbestpracticesforinformationtechnology
(IT)servicemanagement.

WhatarethemaindifferencesbetweenMOF,ITSMandITIL?

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MOF: It is practical guidance for everyday IT practices and activities, helping

users establish and implement reliable, cost-effective IT services.

Networking(8)

ITIL: A framework of best practice techniques to facilitate the delivery of highquality information technology services. ITIL outlines an exhaustive set of
management procedures to support organizations in achieving both value and
quality in IT operations.

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ITSM: It is an approach that combines proven methods such as process

management and known

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industry best practices, in the area of IT Service Management, to enable any

organization to de-liver quality IT services that satisfy customer business
needs and achieve performance targets specified within service level
agreements.
Well,IthinkthatMOFistheMicrosoftapproachaboutITILandbotharemethodstoimplementand
useITSM.InmyopinionyouhavetouseMOFandITILtoachievetheITSM.

AreyouITILcertified?
AnswersisdependonyouJ

IsitpossibleforanorganizationtobeITILcertified?How?
ITILcertificationisnotachievable,becauseITILisaframeworkofguidanceandnotastandard
however,anorganizationcanachieveISO/IEC20000certification.ThisisthestandardforITService
ManagementwhichisunderpinnedbyITILbestpractices.
Ifimplementedeffectively,ITILprinciplescanhelporganizationstomeettherequirementsandcan
helpanorganizationachievecertificationwhenauditedbyaregisteredcertificationbody.

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WhatisISO20000?HowdoesitrelatetoITIL?

Followers
ISO20000istheinternationalstandardforITServicemanagement.
However,ISO20000itselfispartofamuchbiggerpicture,inthatitalignswithITIL,theITInfrasture
Library.Thisrelationshipisoftenillustratedviaadiagramsuchastheonebelow:

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TechSupport: ITIL Foundation interview questions

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09:06:48
Clearly,however,thereisalsoarelationshipwithothermanagementprotocolsandframeworks.

WhatisanITservice?

A Service provided to one or more Customers, by an IT Service Provider. An IT

Service is based on the use of Information Technology and supports the
Customer's Business Process. An IT Service is made up from a combination of
people, Processes and technology and should be defined in a Service Level
Agreement.
Whatdoesservicemanagementexcellencemeantoyou?
Excellentcustomerservicetomeisbeingattentivetothecustomersneeds,smile,andcallother
stores,beingpersonableandupbeat,goingtheextramile,andALWAYSaskingthecustomer
questions.Servicingcustomers.Likehelping.Andinteractingwiththecustomers.Customerservice
meansacknowledgingtheneedsofthecustomerstheirqueriesandquestions..Youmustbeaware
of...
WhatisthebusinessvalueofITIL?

BusinessvalueofITILisnothingbutasetofspecializedorganizationalcapabilitiesforprovidingvalue
tocustomersintheformofservices.Thecapabilitiestaketheformoffunctionsandprocessesthat
areusedtomanageservicesovertheirlifecycle.Thevalueofeachphaseiselaboratedbelow:

SERVICESTRATEGYVALUE
Thisphaseallowsanorganizationtounderstandthefollowing:
Servicesthatwillbeprovided
Customersoftheservice
Valueoftheservices
Cost/riskassociatedwithdeliveringtheservice
Capacityoftheorganizationtodelivertheservice
SERVICEDESIGNVALUE
ServiceDesignensuresthatserviceorganizationscandeliverquality,costeffective
servicesandmeetallofthebusinessrequirementsfortheplannedservices.Italso
providesthefollowingbenefits:
Improvedconsistencyofservice
Easierimplementationofneworchangedservices
Improvedservicealignmentwithbusinessneeds
ImprovedITgovernance
Improvedqualityofservice
SERVICETRANSITIONVALUE
EffectiveServiceTransitionaddsvaluetothebusinessby:
Ensuringthatallchangescomplywithbusinessandgovernancerequirements
Usingcontingencyplanstomanagethelevelofriskduringandaftertheservice
implementation(forexample,serviceoutage,servicedisruption)
Improvingtheconsistencyandqualityoftheimplementationprocessfornewor
changedservices
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TechSupport: ITIL Foundation interview questions

SERVICEOPERATIONVALUE
EachphaseintheITILServiceLifecyclebuildsvalueforthebusinessandculminatesin
thebusinessvaluedeliveredbyServiceOperations.Forexample:
InServiceStrategy,theserviceismodeled
InServiceDesignandServiceTransition,theserviceisdesignedanddeveloped,
andthecostispredictedandvalidated
InServiceOperations,servicesaredeliveredandmeasuredagainstagreed
customercommitments.
InContinualServiceImprovement,themeasuresforoptimizationareidentified
CONTINUALSERVICEIMPROVEMENTVALUE
WithContinualServiceImprovement,organizationscanidentifyandimplement
improvementstoITservicesandrealizemanybenefits,including:
Betterinformationaboutcurrentservices(andpossiblyaboutareaswhere
changewouldbringincreasedbenefits)
Improvedservicereliability,stability,andavailability
Improvedresourceallocationandutilization
Improvedmetricsandmanagementreporting
ClearerviewofcurrentandfutureITservicecapability
BetterworkingrelationshipsbetweencustomersandITorganization
Enhancedcustomersatisfaction
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1comment:
Nishantkarn 12May2015at02:22
VerydetailedinformationonITILFoundationcertification.Thanksforsharingthishandyinfo.
Reply

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