1. What is ITIL ?

Systematic approach to high quality IT service delivery.

Provides common language with well-defined terms.

ITIL provide flexible framework to develop service management model for organisation.

2. ITIL based models adopted by organization .

Microsoft MOF

Hewlett – Packard ( HP ITSM Reference Model)

IBM ( IT Process Model )

3. Difference between ITIL v3 and v2.

Managing services as a portfolio is a new concept in ITIL V3

Service Catalogue Management was added as a new process in ITIL V3

http://wiki.en.itprocessmaps.com/index.php/Comparison_between_ITIL_V3_and_ITIL_V2_-
_The_Main_Changes

4 What is ITIL service management?

Service management is a set of specialized organizational capabilities for providing values in the form of
service.

The act of transforming recourses into services is the core of service management
5 Explain ITIL service Life cycle model .

1.Service Strategy

2.Service Design

3.Service Transition

4.Service Operation,

5.Continual Service Improvement

6 Define Service strategy?

How to design, develop and implement service management for organization is define under service
strategy.

•What are we going to provide?

•Can we afford it?

•Can we provide enough of it?

•How do we gain competitive advantage?

7 Define Service Design?

How to design develop services and service management and converting service objective in to range of
services.

•How are we going to provide it?

•How are we going to build it?

•How are we going to test it?

•How are we going to deploy it?

8 Define Service transition.

How to implement services in production as per design services.

•Coordination and managing of the process

•Build, test and deploy a release in to production.

9 Define Service operations

How to manage service on an ongoing basis to ensure their objectives are achieved.

Service operation is responsible for all ongoing activates required to support and deliver services.

10 What is continues service improvement (CSI)?

Continues evolution of service and identify ways to improve services.

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11 Define Service Management?

Service Management is transforming recourses into valuable services.

12 What is Service process management Process?

Process is a set of activates designed to achieve a definite objective.

Input >> Process >> output.

Process is closed loop.

13 What is service management Measurements?

To manage and control the process it should be monitor and measure.

Four metrics for performance measurement

•Progress

•Compliance

•Effectiveness

•Efficiency
14 Explain Roles in service management.

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.

15 Explain RACI Model.

RACI Model clearly defines roles.

Responsible – Person responsible to get job done.

Accountable –person accountable for each task.

Consulted – people who are consulted.

Informed – People who are inform on the progress.

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16 What is RACI-VS.

Verifies – person who checks whether the acceptance criteria have been met.

Sign off – give the sign off to the project

17 Explain Service Strategy?

Service strategy represents policies and objectivises to achieve service goal.

Help management to achieve goal.

Determine services

18 Four Ps of Service Strategy?

Perspective >> Vision and direction

Pattern >> Way of doing activates

Position >> Basis on which the provider will compete

Plan >> How to achieve the goal

19 Explain Service strategy process?

1.Define the market.

2.Define services and potential customers.

3.Develop the offerings.

4.Design the service.

5.Develop strategic asset.

6.Develop service as strategic asset

7.Prepare for executions.

8.Implement the service.

20 Explain Service portfolio, Service catalogue and service pipeline.

Service portfolio –>Defines services provided by service provider across all Market and all customers.

Service Catalogue –>Is the sub set of Service portfolio .Services ready to offer to customer is listed in
service catalogue.

Service Pipeline –>Is consist of services under development.

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21 Explain Retired services.

In service portfolio services which are not in use/outdated due to existing Internal/External constrain are
called retired services.

22 Explain Financial Management?

In service strategy finanancial management covers budgeting accounting and charging requirements.

Budgeting >> Provide sufficient funds to run business Cost and income estimation .

Accounting >> provide management information on the cost. Cost analysis and reporting.
Charging >> providing funds by charging back to client

23 Return on Investment?

Investment of some resource yielding a benefit to the investor.

Return on investment (%) = Net profit / Investment × 100

24 Explain service Portfolio Management?

SPM is managing all services across the organisation.

Define > Business requirement

Analyse > Plan

Approve > Get approvals

Charter > Deploy

Service portfolio contains all services ( In pipeline/Catalogue/Retired )

25 Explain Service package.

Set of services available to deliver to customer.

Service package contain

Core Service package

Details description of core service.

2

Service level package

Level of service offered Diamond gold silver..

26 BRM Business Relationship management.

Establish relating ship with customers, understand customers and fulfil customers need.

27 Explain Service Design?

Design new or changed service for introduction in to live environment .

1 Improve Quality of service.

2 Effective services.

3 Improve decision making.

28 What are types of service provider?

Type I >> Internal service provider.

Physically located in the organization which it serve.

Type II >> Shared services.

These are autonomous units in the organization like Finance HR.

Type III >> External service provider having specific expertise. Consolidate need and

Offer competitive price.

29 What is service design package?

SDP document contain all requirements through each stage of its lifecycle.

•Four P’s of design

•People

•Product

•Processes

•Partners/Suppliers

30 Service design aspects ?

Set of services available to deliver to customer.

•Identify business needs.

•Service portfolio design.

•Technology architecture.

•Process design

•Measurement design

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31 What are the different sourcing options?

1 In sourcing Utilize internal organization.

2 Out sourcing hire external organization.

3Co _sourcing Combination of In sourcing & Out sourcing.

4 KPO Knowledge process outsourcing

5BPO Business process outsourcing

32 Explain Service catalogue management.

SCM Process makes sure service catalogue is created, maintained and contain accurate information.

Scope

Define the service.

Create correct service catalogue.

Link service catalogue with service portfolio.

Link supporting services with service catalog.

33 Types of service catalogue?

Business service catalogue is as per customer view .It is maintain for each business unit.
Technical service catalogue contain information about all IT services.

34 What is the type of services?

Customer – facing services

These services fascinate customer directly. These are core services .

Example HR services

Supporting services

Support customer services and not seen directly by costumer

Email service for HR

35 What is Service level Management?

The goals of SLM as defined by ITIL are to maintain and improve IT service quality through a constant
cycle of agreeing, monitoring, and reporting upon IT service achievements and instigation of actions to
eradicate inadequate service in line with business or cost justification. Through these methods, a better
relationship between IT and its Customers can be developed.

36 SLA Types ?

SLA Agreement between External IT service provider and customer.

OLA Agreement between Internal IT service provider and customer.

SLR Service level requirement list of all services.

37 Service Design Availability, Reliability.

Reliability define service run without interruption

MTBSI (Mean Time between Service Incidents)

MTBSI = Available time in hours /Number of breaks.

MTBF = Total downtime in hours /Number of breaks

38 Service Design Availability Maintainability.

How fast service can be restore after failure.

MTRS Mean time to restore service.

MTRS =Total downtime in hours /Number of service breaks

39 Explain below Availability Terms?

Continuous Availability: design the service to get 100 % availability. This

Service has no unplanned or plan downtime.

Fault Tolerance No interruption in service after the component fail.

40 Calculate Availability /reliability/reliability /maintainability for below situation

Service is running 7 days * 8 hours and down running for 2910 hours with 3 breaks of 3 ,1 and 6
hours .

Calculate Reliability (MTBSI) = 2910 /3 = 970 hours.

Calculate Reliability ( MTBF ) = 2910 – ( 3+1+6 ) /3 = 870 hours.

Calculate Availability = 2910 –( 3+1+6) / 2910 *100 =99.65 %.

Maintainability = (1+6+3) = 10 hours.

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41 Explain Service Level Management.

SCM Process makes sure service catalogue is created, maintained and contain accurate information.

Scope

1 Define the service.

2 Create correct service catalogue.

3 Link service catalogue with service portfolio.

4 Link supporting services with service catalog.

42 Explain capacity management process?

Goal of capacity management is optimization of existing resources and planning future resources.

Review current capacity è Improve existing capacity è Assess new capacityè Plan new capacity

43 Explain the availability Managements?

Availability Managements ensures level of service availability.

Proactive availability management.

Reactive availability management.

44 Availability management information system.

AAMIS contain

1 AM data and report

2 Availability testing plan

3 Availability plan

4 Availability Design specification and criteria

45 Define Availability.

Availability % = (Available service time –downtime) / Available service time

Time that the service functioned correctly expressed as a percentage the total time it has been agreed
that the IT services are to be accessible to users.

46 ITSM IT SERVICE CONTINUITY MANAGMENT.

Support the business continuity management process.

Ensure It services will be resumed within define time frame.

> Maintain BCP plans

> Conduct Regular risk Analysis for IT service

> BIA Business Impact analysis if no TO service available

> RA Risk analysis Identify and analysis of risk

> Define ITSCM plan

> Test Plan

47 Explain work around or common recovery options

Fast recovery: (HOT standby) recovery within 24 hours

Intermediate recovery: service is available in parallel setup, mirroring load balancing

Gradual recovery: cold standby Recovery within 3 days (more than 24 hours)

48 ITCM process

Initiation -> get requirement and plan -> implementation-> continues improvement

Initiation -> define scope

Get requirement and plan-> BIA RA

Implementation -> develop/test/implement plan Continues improvement- > review Audit

49 Explain Information Security management?

ISM ensures protection of information, system provided by IT services to end users.

Information Availability right information to right person

Confidentiality disclose information to valid users

Integrity Maintain integrity

50 Explain Security controls/measures.

Preventive Prevent the event that will affect service Firewall

Reductive Minimize possible damage

Detective discover the event as soon as possible

Corrective repair damage as soon as possible

Q. What is ITIL?

The Information Technology Infrastructure Library (ITIL) is a framework of best practices. The concepts
within ITIL support information technology services delivery organizations with the planning of
consistent, documented, and repeatable or customized processes that improve service delivery to the
business.

Q. ITIL framework consists of which processes?

1. Service Support (Service Desk, Incident Management, Problem Management, Change

Management, Configuration Management, and Release Management)

2. Services Delivery (Service Level Management, Capacity Management, Availability Management,

Financial Management and IT Service Continuity Management).

Q. Explain one benefit of ITIL?

The quality and the costs of the IT services can be controlled more efficiently.

Q. What are the benefits of implementing a service desk?

1. Increased first call resolution

2. Improved tracking of service quality

3. Improved recognition of trends and incidents

4. Improved employee satisfaction

5. Skill based support

6. Rapidly restore service

7. Improved incident response time

 8. Quick service restoration

Q. What Processes are utilized by the Service Desk?

Workflow and procedures diagrams

Q. What is the objective of Incident Management?

Minimize the disruption to the business by restoring service operations to agreed levels as quickly as
possible.

Q. What are the Benefits of an Incident Management Process?

1. Incident detection and recording

2. Classification and initial support

3. Investigation and diagnosis

4. Resolution and recovery

5. Incident closure

6. Incident ownership, monitoring, tracking and communication

7. Repeatable Process

Q. What is the goal of Problem Management?

The object of problem management is to resolve the root cause of incidents, to minimize the adverse
impact of incidents and problems on the business and secondly to prevent recurrence of incidents
related to these errors.

Q. What’s the difference between problem and known error?

A `problem’ is an unknown underlying cause of one or more incidents, and a `known error’ is a problem
that is successfully diagnosed and for which a work-around has been identified. The outcome of known
error is a request for change (RFC).

Q. When can the KE known error be closed?

When a review of the change has lead to a satisfactory result.

Q. What is the purpose of Problem Management?

1. Identify potentially recurring incidents

2. Determine the root cause

 3. Take steps to prevent the incidents from reoccurring.

Q. What are the Phases in the overall Problem Management Process?

1. Detection and Logging

2. Prioritization and Planning

3. Investigation and Diagnosis

4. Resolution

Q. Which ITIL process controls the flow of incident information?

Incident Management

Q. When must a Post Implementation Review take place?

After every change.

Q. What are IT Service Continuity Management responsibilities?

1. Analyzing risks.

2. Testing back-out arrangements.

3. Drawing up back-out scenarios.

Q. Which ITIL process helps to monitor the IT services by maintaining a logical model of the IT
infrastructure and IT services?

Configuration Management.

Q. Explain Deming quality circle steps must to ensure good performance?

Plan-Do-Check-Act

Q. Who is responsible for result of the process?

Process owner

Q. Explain the difference between a process and a project?

A process is continuous and has no end date.

Project has a finite life span.

Q. What is the basis of the ITIL approach to service management?

Interrelated Activities.
Q. Explain Classification?

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.

Q. What Information is regularly exchanged between Problem Management and Change

Management?

RFCs resulting from known errors.

Q. How Availability Management’s manage the availability plan for current and future?

By using an emergency power provision

Q. 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.

Q. What is incident management process? Examples?

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,

Examples:

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

Q. What is Proactive problem management?

Finding potential problems and errors in an IT infrastructure before they cause incidents.

Q. What’s the difference between Incident, Problem and Known Error?

 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.

Q. What’s the plan for Desktop rollout projects?

1. Evaluate

2. Plan

3. Build

4. Deploy

5. Operate

Q. Which activity in the problem management process is responsible for generating Requests for
Change (RFC)?

Error Control.

One of the tasks of Problem Management. Error Control encompasses identifying, recording, classifying
and progressing Known Errors.

Q. Which ITIL process is responsible to identify the cause?

Problem Management.

Q. What’s the goal of Problem Management?

As per ITIL the goal of Problem Management is to minimize the adverse impact of Incidents and
Problems on the business that is caused by errors within the IT Infrastructure, and to prevent recurrence
of Incidents related to these errors.

Problem Management tries to get to the root cause of Incidents and then initiate actions to improve or
correct the situation.
Q. When is a known error identified?

When the cause of the problem is known.

Q. What is Problem Management?

ITIL process responsible for tracing the underlying cause of errors.

Q. Give an example of proactive problem management?

Trend analysis, pain value analysis

Q. How does problem management contribute?

By making a knowledge database available, it contributes

To a higher solution percentage of first-line support.

Q. What is the primary task of error control?

Correcting known errors.

Q. What is meant by urgency of an incident?

The degree to which the solution of an incident tolerates delay.

Q. ITIL process Incident Management. Objective?

Restore normal state IT service operations as quickly as possible to minimize the adverse impact on
business operations by correcting malfunctions in the services

Q. While registering an incident what will be the first step?

Giving an incident number.

Q. Which ITIL process has the task of classifying incoming interruption reports?

Incident Management

Q. Who determines whether that an incident can be closed?

User

Q. Technical expertise in the Incident Management process called?

Functional Escalation.

Q. Reliability, Serviceability and Maintainability are components of which ITIL process?

Availability Management
Q. What is serviceability?

The degree to which the provision of IT services can be supported by maintenance contracts.

Q. What’s “Mean Time To Repair” (MTTR)?

Average downtime of a service.

Q. A report specifying the duration of an interruption of a configuration item is part of Which ITIL
process manager?

Availability Manager

Q. What is application sizing?

Determining the hardware capacity required to support new or adapted applications.

Q. What concept below reflects “fitness for purpose” and represents the characteristics of a service
which a customer gets to achieve desired outcomes?

a. Warranty
b. Utility
c. Resources
d. Service Management

A: b – Utility reflects “fitness for purpose” and is what the customer gets to achieve desired outcomes.

Q. Which of the following ITIL Core volumes places and prioritizes improvement programs according to
strategic objectives?

a. Service Strategy
b. Continual Service Improvement
c. Service Transition
d. Service Operation

A: b – Continual Service Improvement accomodates learning and improvement, and prioritizes

improvement programs and projects in accordance with an organization’s strategic objectives.

Q. Which of the statements below are true regarding service assets?

The justification to maintain and upgrade service assets is increased as the demand for those service
assets increase
Costs incurred by accommodating the demand for services are recovered from the customer through
agreed terms and conditions

a. I and II
b. I
c. II
d. Both statements are false

A: a – Both statements above are true. As more demand is generated for services, there is more reason
to keep those services maintained. The cost of offering a service to a customer is recovered from the
customer.

Q. Which of the following are valid objectives of the ITIL Service Desk function?
I. To quickly restore normal service to users after an interruption
II. To provide first-line support to users
III. To manage the resolution of incidents
IV. To escalate requests which cannot be resolved by first-line support

a. I, II
b. I, II, IV
c. II, III, IV
d. All of these responses / All of the above

A: d – All of the items listed are valid objectives of the Service Desk Function.

Q. What role acts as the primary point of contact to customers for all service related questions and
issues, ensures that customer delivery and support requirements are met, and may identify
opportunities for service improvements which result in raised RFCs?

a. Service Owner
b. Process Owner
c. Change Manager
d. Service Level Manager

A: a – The Service Owner is responsible for the activities listed above; In addition, the Service Owner will
communicate with Process Owners over the course of the Service Management lifecycle.

Q. Under ITIL, what are the 4 “P”s which facilitate effective Service Management?

a. People, Processes, Products, Partners

b. Profit, Procedure, Products, Potential
c. People, Procedure, Profit, Planning
d. People, Products, Profit, Performance

A: a – The 4 “P”s of Service Management, as defined by ITIL, are People, Processes, Products, Partners.

Q. What generic Service Management concept(s) allows defined processes such as an organization’s
Incident Lifecycle and Change Model to be pre-defined and controlled, resulting in the automatic
management of items such as escalation paths and alerting?
a. Service Assets
b. Workflow or process engines
c. Incident workarounds
d. The Deming Cycle

A: b – Workflows and/or process engines allow processes to be pre-defined and controlled, resulting in
automatic management of the items described.

Q. Which of the Service Strategy statements below are true?

I. Both Resources and Capabilities are types of assets
II. Capabilities are easier for an organization to acquire than Resources

a. I and II
b. I
c. II
d. Both statements are false

A: b – Resources are easier for an organization to acquire than Capabilities; Capabilities relate to the
management, processes, and knowledge within the organization.

Q. What term best represents the concept of outcomes desired by customers, in combination with the
services available to facilitate those outcomes?

a. Service Portfolio
b. Service Catalogue
c. Market Space
d. Market Value

A: c – Market Space is represented by the desired outcomes of customers, along with the services
available to support those outcomes.

Q. What aspect of Service Design is concerned with designing the calculation methods and metrics of
services?

a. Technology archictectural design

b. Process Design
c. Measurement Design
d. Service Portfolio Management

A: c – In Service Design, Measurement Design is concerned with with designing the calculation methods
and metrics of services.

Q. What type of Service Desk is typically dispersed geographically, provides 24 hour support at a
relatively low cost, and may need to provide safeguards which address different cultures?
a. Local Service Desk
b. Centralized Service Desk
c. Virtual Service Desk
d. Follow the Sun

A: d – The characteristics above describe a Follow the Sun approach.

Q. A large law firm is evaluating a new email service offered by a managed service provider. The law
firm is determining if the service meets a specific functional requirement. The ability of the email
service to do so is best described by which of the following terms?

a. Warranty
b. Value
c. Utility
d. Capacity

A: c – Utility is the functionality offered by a service to meet a particular need. Utility is often defined as
“what the service does.”

Q. What statement below best describes the concept of “Service Management” in ITIL?
a. A set of specialized organizational capabilities for providing value to customers in the form of services.
b. A logical concept referring to people and automated measures that execute a defined process, an
activity, or a combination thereof.
c. A means of delivering value to customers by facilitating outcomes they want to achieve, without the
ownership of specific costs and risks.
d. A team, unit, or person that performs tasks related to a specific process.

A: a – ITIL describes Service Management as “A set of specialized organizational capabilities for providing
value to customers in the form of services.”.

Q. What types of context-sensitive tools execute automated scripts which assist with diagnosing
incidents in a short amount of time?

a. Remote control tools

b. Discovery, Deployment, and Licensing Technologies
c. Integrated Configuration Management System (CMS)
d. Diagnostic utilities

A: d – Diagnostic utilities use automated scripts to diagnose incidents earlier, and are context sensitive
regarding the application.

Q. You are responsible for documenting the required level of service and performance targets with
your organization’s internal Application Support group so that the expected level of service can be
delivered to the customer. What is this internal, underpinning document referred to as?
a. Operational Level Agreement (OLA)
b. Availability Management Plan
c. Service Level Agreement (SLA)
d. Service Catalogue

A: a – An OLA would document the level of service and performance target expected of internal
departments within the organization.

Q. Which of the following statements regarding the Service Portfolio are true?
I. The Service Portfolio should form part of a Service Knowledge Management System (SKMS)
II. The Service Portfolio should be registered as a document within an organization’s Configuration
Management System (CMS)

a. I and II
b. I
c. II
d. None of the above are true.

A: a – The Service Portfolio should be part of an overarching SKMS, and should also be registered as a
document in the CMS.

Q. Which of the following is not a key metric associated with Service Level Management?

a. SLA Targets Missed

b. SLA Breaches in Underpinning Contracts
c. Number of Service Interruptions
d. Customer Satisfaction of SLA Achievements

A: c – The number of Incidents due to Capacity Shortages would not be tracked by Service Level
Management; rather it would be tracked by Availability Management.

Q. An item such as a service component or an asset of the organization which is under the control of
Configuration Management is known as what?

a. Configuration Item (CI)

b. Configuration Management System (CMS)
c. Variant
d. Resource

A: a – A Configuration Item (CI) includes any item which is, or will be, under the control of Confguration
Management.

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Q. What role is responsible for identifying and documenting the value of services within an
organization and provides cost information to Service Portfolio Management?
a. IT Financial Manager
b. Service Level Manager
c. Demand Manager
d. Product Manager

A: a – The IT Financial Manager is responsible for identifying and documenting the value of services
within an organization and provides cost information to Service Portfolio Management.

Q. What statement below is true regarding a Function?

a. A function must be performed by multiple personnel, representing an organizational unit

b. A single person must focus on a single function only
c. Functional hierarchies decrease cross-functional coordination within an organization
d. A function optimizes work methods by focusing on specific outcomes

A: d – A function can be performed by as little as one person within an organization. In smaller

organizations, single persons may be multi-functional. Functional hierarchies increase cross-functional
coordination, eliminating silos within an organization.

Q. What Service Design process ensures agreed levels of availability from the SLA is met, and
maintains an Availability Plan which reflects the current and future needs of the organization?

a. Service Level Management

b. Capacity Management
c. Availability Management
d. Service Catalogue Management

A: c – As the name suggests, Availability Management ensures agreed levels of availability from the SLA
is met, and maintains an Availability Plan which reflects the current and future needs of the organization.

Q. What Service Operation principle focuses on the ability to respond to changes without impacting
other services?

a. Responsiveness
b. Quality of Service
c. Cost of Service
d. Stability

A: a – “Responsiveness” focuses on the ability to respond to changes without impacting other services.

Q. Which of the following items do not represent a valid term for the structure of a Service Desk?

a. Centralized Service Desk

b. Production Service Desk
c. Local Service Desk
d. Virtual Service Desk
A: b – The common terms used to define options for structuring Service Desks are Centralized Service
Desk, Local Service Desk, Virtual Service Desk, and the Follow the Sun approach.

Q. Which of the following ITIL Core volumes relies on practices and methods from Quality
Management, Change Management, and the enhancement of capabilities?

a. Service Design
b. Continual Service Improvement
c. Service Operation
d. Service Transition

A: b – Continual Service Improvement integrates the practices and methods from Quality Management,
Change Management, and the improvement of capabilities.

Q. What item is responsible for storing only those services which are currently active and being
offered by the organization?

a. Service Catalogue
b. Service Pipeline
c. Service Specification
d. Service Portfolio

A: a – The Service Catalogue consists of services currently being offered. The Service Pipeline consists
entirely of services in development. The Service Portfolio consists of services in development, services
currently being offered, and services which have been retired.

Q. What role is responsible for ensuring IT capacity is adequate for the delivery of services, produces
and maintains a Capacity Plan, and balances capacity with demand?

a. Capacity Manager
b. Availability Manager
c. Service Level Manager
d. Demand Manager

A: a – The Capacity Manager performs the activities above, and also configures monitoring of capacity
via different types of performance reporting.

Q. In which of the following areas can Service Management be positively impacted by automation?

I. Design and modeling

II. Service Catalogue
III. Classification and routing
IV. Optimization

a. I and II
b. II and III
c. I, III and IV
d. All of these responses / All of the above

A: d – Service Management can benefit from automation in all of the areas listed; in addtion, pattern
recogniation and analysis, and detection and monitoring may also be improved.

Q. A Service Desk structure which utilizes a number of sites, located in different time zones, in an
effort to provide 24 hour support is referred to as:

a. Full coverage support

b. Full service support
c. Follow the sun support
d. Follow the moon support

A: c – As the term suggests, “Follow the sun support” aims to provide users with around the clock
support.

Q. What concept allows management to better understand a service’s quality requirements, and
presents both the associated costs and expected benefits?

a. Business Case
b. Technical Service Catalogue
c. Risk Analysis
d. Service Portfolio

A: a – A Business Case presents management with a service’s quality requirements and associated
delivery costs, in addition to models which outline what a service is expected to achieve.

Q. Under Service Design, what process is used to manage Underpinning Contracts with vendors
through their lifecycle; and assures that those Underpinning Contracts are aligned with targets
specified in customer SLAs?

a. Supplier Management
b. Capacity Management
c. Service Level Management
d. Information Security Management

A: a – Underpinning Contracts are agreements made with 3rd party suppliers/vendors, and must be in
alignment with customer SLAs. Supplier Management ensures this.

Q. Which of the following is not a Core volume of the ITIL Library?

a. Service Strategy
b. Service Transition
c. Continual Service Improvement
d. Service Catalogue Management
A: d – The Core volumes of ITIL are Service Strategy, Service Design, Service Transition, Service
Operation, and Continual Service Improvement

Q. In ITIL, the activity of planning and regulating a process, with the objective of performing a process
in an effective, efficient and consistent manner is known as what?

a. The Process Model

b. Process Change
c. Process Control
d. Process Policy

A: c – Process Control plans and regulates processes so that they are performed effectively, efficiently,
and consistently.

Q. What role is responsible for formally authorizing changes, and may delegate this responsibility to
another role based on pre-defined parameters such as risk and cost?

a. Product Manager
b. Change Authority
c. Change Manager
d. Change Advisory Board

A: b – The Change Authority (which is a given role, person, or group) is responsible for the activities
listed above.

Q. Which of the following items is not a recognized Change Type under Service Transition?

a. Normal
b. Standard (Pre-authorized)
c. Emergency
d. Planned

A: d – The three Change Types defined by ITIL are Normal (not pre-approved), Standard (Pre-authorized),
and Emergency.

Q. Which of the following items below would least likely be categorized as a Service Request?

a. A request for a password re-set to allow a user to log in to a time tracking program
b. A request for a user manual for the corporate extranet
c. A request to fix a user’s network connection which failed after an application caused an error
d. A request for a database extract from an information system

A: c – As Service Requests are classified as incidents which do not reflect a failure in the IT infrastructure,
the user who’s application caused an error would be the correct response.

Q. What role is responsible for owning, maintaining, and protecting the Known Error Database?
a. Incident Manager
b. Problem Manager
c. Alert Manager
d. Event Manager

A: b – The Problem Manager is responsible for the Known Error Database, and initiates the formal
closure of all Problem records.

Q. Under Continual Service Improvement (CSI), what type of metrics are computed from component
metrics?

a. Technology Metrics
b. Process Metrics
c. Baseline Metrics
d. Service Metrics

A: d – Service Metrics are computed from component metrics, and are the result of the end-to-end
service.

Q. What Service Strategy process quantifies the financial value of IT Services, assets which underlie
the provisioning of services, and the qualifications of operational forecasting?

a. Demand Management
b. Financial Management
c. Strategy Generation
d. Service Portfolio Management

A: b – Financial Management is the Service Strategy process responsible for quantifying the financial
value of IT services, assets, and qualificiations of operational forecasting.

Q. The ability of an organization to transform resources in to services which can offer value to
customers is a critical concept for which of the following?

a. Process Model
b. Service Management
c. Role
d. Good Practice

A: B – The statement describes a core concept of Service Management in ITIL.

Q. During a client discussion, you are asked to summarize the meaning of an Incident. Which of the
items below most appropriately defines an Incident?

a. The unknown root cause of one or more disruptions to Service

b. Any event which may lead to the disruption, or decreased quality, of a Service
c. A disruption for which the root cause is known
d. A support request not involving a failure in the IT infrastructure.

A: b – quality to a Service. A support request not resulting from a failure in the IT infrastructure is a type
of Incident (Service Request), but is not broad enough.

Q. What is the proper sequence of the ITIL concepts listed below?

I. Good Practice
II. Best Practice
III. Evolution in to Commodity, Generally accepted principles, Perceived Wisdom, or Regulatory
requirements

a. II occurs first, I occurs second, III occurs last

b. I occurs first, III occurs second, II occurs last
c. B occurs first, C occurs second, A occurs last
d. A occurs first, B occurs second, C occurs last

A: b – Under ITIL, Best Practice adoption or development of Best Practice occurs first, over time the
industry will adopt the Best Practice, turning it in to a Good Practice, which will then undergo Evolution
in to Commodity, Generally accepted principles, Perceived Wisdom, or Regulatory requirements.

Q. What statement below best describes the concept of a “Service” in ITIL?

a. A set of specialized organizational capabilities for providing value to customers in the form of services.
b. A logical concept referring to people and automated measures that execute a defined process, an
activity, or a combination thereof.
c. A means of delivering value to customers by facilitating outcomes they want to achieve, without the
ownership of specific costs and risks.
d. A team, unit, or person that performs tasks related to a specific process.

A: c – ITIL describes a Service as “A means of delivering value to customers by facilitating outcomes they
want to achieve, without the ownership of specific costs and risks.”.

Q. Which of the statements below are true about the ITIL concept of “Good Practice”?
I. Good Practice represents Best Practices which have been commonly accepted and applied throughout
the industry
II. Good Practice is often referred to as the “most appropriate” and is considered to be complete, with no
gaps
III. Good Practice reflects an approach to an undertaking which has not yet been proven to be successful

a. I
b. I and II
c. III
d. All of these responses / All of the above
A: b – Good Practice has already evolved from Best Practice, and is considered to be proven and
successful.

Q. Which of the statements below describe the value offered to customers through the use of a
Service?
I. Performance of associated tasks are enhanced
II. The probability of desired outcomes on behalf of the customer is increased
III. Customer risk is increased, along with a higher potential for reward
IV. The effect of constraints are reduced

a. I, III, IV
b. II, III, IV
c. I, II, IV
d. All of these responses / All of the above

A: c – ITIL considers the value offered to customers through a Service to be all of the items above, except
for increased risk. A Service should lower the risk to the customer for completion of associated tasks.

Q. What statement below best describes the concept of a “Role” in ITIL?

a. A set of specialized organizational capabilities for providing value to customers in the form of services.
b. A team, unit, or person that performs tasks related to a specific process.
c. A logical concept referring to people and automated measures that execute a defined process, an
activity, or a combination thereof.
d. A means of delivering value to customers by facilitating outcomes they want to achieve, without the
ownership of specific costs and risks.

A: b – ITIL describes a Role as “A team, unit, or person that performs tasks related to a specific process.”

Q. The technical support group within an organization is expected to assist with corporate software
releases every quarter through specific Release Management activities, as well as ensure the network
is consistently accessible via Availability Management activities. What statement below is true?

a. Because they are a single department, the technical support group is playing a single role regardless of
the activities they perform.
b. The technical support group exists in a functional silo.
c. The technical support group is performing functions outside of its authority.
d. The technical support group is playing multiple roles by performing these activities.

A: d – A single group within an organization may play several roles, as demonstrated by the activities
described. It is not known whether a functional silo exists, or whether proper authority has been
granted.

Q. Which of the following statements best describes the relationship between procedures and work
instructions?
a. A procedure describes who should carry out logically related activities, while work instructions define
how activities in a procedure should be carried out at a highly detailed level.
b. A work instruction describes who should carry out logically related activities, while procedures define
how activities in a work instruction should be carried out.
c. A work instruction may include activities and stages from different processes, while a procedure only
focuses on a single activity within a work instruction.
d. A work instruction only focuses on who must complete a given unit of work, while a procedure only
focuses on how the work will be performed.

A: a – A procedure describes who should carry out logically related activities, while work instructions
define how activities in a procedure should be carried out at a highly detailed level.

Q. Which of the following items fall under the area of Process Enablers in the Process Model?
I. Process Owner
II. Process Resources
III. Process Capabilities
IV. Process Policy

a. I, IV
b. II, III
c. I, II, IV
d. II, III, IV

A: b – The Process Resources and the Process Capabilities fall under the area of Process Enablers in the
Process Model; Process Owner and Process Policy fall under the area of Process Control.

Q. An effective approach to an undertaking which has already proven to be successful, but has not yet
become common industry practice, is known as what?

a. Good Practice
b. Generally Accepted Principles
c. Best Practice
d. Perceived Wisdom

A: c – A proven, effective approach which is not yet industry practice is known as a Best Practice. Once it
is commonly adopted industry-wide, it becomes a state of Good Practice which is continuously
improved.

Q. Within a process, the description of logically related activities, along with who should carry out the
activities (i.e. “who does what”), is represented by which term?

a. Work Instruction
b. Best Practice
c. Function
d. Procedure
A: d – In ITIL, a procedure describes logically related activities in a process, and who should carry them
out.

Q. Under ITIL, the organization or entity responsible for the delivery of a service to a customer is
known as what?

a. Supplier
b. Internal Market
c. Vendor
d. Service Provider

A: d – A Service Provider reflects the organization or entity responsible for the delivery of a service to a
customer.

Q. Which of the following items describes to a customer the services they will be provided, along with
the expected level of service, roles and responsibilities?

a. Operational Level Agreeement (OLA)

b. Service Level Agreement (SLA)
c. Service Specification
d. Service Requirements

A: b – The SLA describes to the custom the services they will be provided, along with the expected level
of service, roles and responsibilities.

Q. What item is a result of designing a new service, planning a major change to an existing service, or
removing an existing service; and is relied on by Service Transition for its detailed requirements?

a. Service Portfolio
b. Service Level Agreement (SLA)
c. Service Design Package (SDP)
d. Quality Management Plan

A: c – The Service Design Package (SDP) is created when designing a new service, planning a major
change to an existing service, or removing an existing service; it is relied on heavily by Service Transition.

Q. Under Configuration Management in ITIL, this system holds information on all of an organization’s
Configuration Items (CIs).

a. Configuration Item (CI)

b. Configuration Management System (CMS)
c. Service Knowledge Management System (SKMS)
d. Service Catalogue

A: b – Under ITIL, the Configuration Management System is the overarching platform holding information
on all of an organization’s Configuration Items (CIs).
Q. What term best reflects the uncertainty of an outcome, including negative threats, and positive
opportunities?

a. Business Case
b. Risk
c. Procedure
d. Threat

A: b – A Risk represents an uncertain outcome, and can be positive or negative (opportunity or threat).

Q. A secure repository, where authorized versions of all media CIs are protected and stored, is known
as what?

a. Definitive Media Library (DML)

b. Configuration Management Database (CMDB)
c. Definitive Hardware Store (DHS)
d. Configuration Management System (CMS)

A: a – The Definitive Media Library (DML) stores authorized versions of all media CIs, including master
copies of all controlled software in an organization.

Q. What term in ITIL best reflects an unexpected interruption or reduction in the quality of an IT
Service?

a. Problem
b. Service Request
c. Incident
d. Alert

A: c – An incident is an unexpected interruption or reduction in the quality of an IT Service

Q. What term best reflects a temporary method of resolving an issue, difficulty, or service
interruption?

a. Workaround
b. Known Error
c. Incident
d. Service Request

A: a – A Workaround provides a temporary means of resolving an issue for which an underlying root
cause has not yet been resolved

Q1. What is ‘change request’ in ITIL?

Ans. A change request is a formal proposal for an alteration to some product or system.
Q2. What is a ‘service request’?

Ans. A service request is a user request for information or advice, or for a standard change or for access
to an IT service.

Q3. What are the ITIL processes according to V3 edition?

Ans. The processes are – service strategy, service design, service transition, service operation, and
continual service improvement (CSI).

Q4. Who decides the categorization of a proposed change within an ITIL compliant Change
Management process?

Ans. This is the task of the 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.

Q5. What is SLA?

Ans. A service level agreement (SLA) is a contract between a service provider (either internal or
external) and the end user that defines the level of service expected from the service provider.

Q6. Name the 3 types of SLAs?

 A customer service level agreement is an agreement between the service provider and an
external customer.

 An internal service level agreement is an agreement between you and an internal customer
(such as another organization, site, or department).
  A vendor service level agreement is an agreement between you and the vendor.

Also Read>> ITIL Certification: Key to Service Strategy

Q7. What two Service Management processes will most likely use risk analysis and management
methodology?

Ans. The two service management processes are- Availability Management and IT Service Continuity
Management.

Q8. What is an OLA?

Ans. An operational-level agreement (OLA) defines the interdependent relationships in support of a

service-level agreement (SLA).

Q9. What are the different Knowledge Management Systems (KMS)?

Ans. They are – CMIS (Capacity Management Information System), AMIS (Availability Management
Information System), KEDB (Known Error Database), CMDB (Configuration Management Database), DML
(Definitive Media Library), and SKMS (Service Knowledge Management System).

Q10. What is the relation between Availability, Availability service time and downtime?

Ans. Availability % = (Available service time –downtime) / Available service time

Also Read>> Top Most Paying Technology Certifications!

Q11. What is Plan-Do-Check-Act (PDSA) cycle?

Ans. The PDSA Cycle is a systematic series of steps for gaining valuable learning and knowledge for the
continual improvement of a product or process. Also known as the Deming Wheel, or Deming Cycle, the
concept and application was first introduced to Dr. Deming by his mentor, Walter Shewhart of the
famous Bell Laboratories in New York.

Q12. Define the four phases in the PDSA cycle?

Ans. Plan: Identifying and analyzing the problem.

Do: Developing and testing a potential solution.

Check: Measuring how effective the test solution was, and analyzing whether it could be improved in any
way.

Act: Implementing the improved solution fully.

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Q13. What are the 7 R’s of change management?

Ans. 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?

Q14. What type of information is stored in a CMDB?

Ans. 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.

Q15. What is the difference between end-users and customers?

Ans. 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.

Q16. What is difference between Expedite / Urgent Change and Emergency Change?

Ans. 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.

Q17. What is CAB?

Ans. 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).

Q18. What is a PIR?

Ans. Post Implementation Review (PIR) is that which takes place after a change or a project has been
implemented.
Q19. Explain service portfolio, service catalogue and service pipeline.

Ans. 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.

Q20. What is freeze period?

Ans. Freeze period is a point in time in the development process after which the rules for making
changes to the source code or related resources become stricter, or the period during which those rules
are applied.

The above questions and answers will help you to prepare well for your next ITIL interview and you can
come out with flying colours. Always be prepared to answer all types of questions — technical skills,
interpersonal, leadership or methodology. If you are someone who wants to get ahead in the software
development field, you can take the help of an ITIL certification course to understand the techniques and
skills required to be an expert in the field.