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Blog   |    9th February 2022   |   Rupali

ITIL® stands for Information Technology Infrastructure Library, and it is a set of ITS practices that focuses on aligning IT services with businesses and organizations. Here are the most commonly requested ITIL®4 interview questions and answers for freshers and experienced applicants to help you prepare better for your upcoming ITIL® interview.

ITIL®4 Interview Questions and Answers

ROI in service management measures the ability to use assets to produce additional value. The formula to determine Return on Investment:
Return on investment (percentage) = Net profit / Investment x 100

The main difference between reactive and proactive problem management is that proactive problem management prevents incidents by recognizing possible IT infrastructure problems and errors. In contrast, reactive problem management identifies and eliminates the root cause incurred.

The service desk is a contact point for both users and service providers. It serves as a hub for users to report operational concerns, questions, and other requests. The service desk must possess excellent customer service abilities such as empathy and emotional intelligence to be successful.

Unplanned interruptions in the quality of an IT service are known as incidents. Additional service requests are generally pre-approved by the organization.

Outcomes obtained after completing an action, following an activity, providing a service are known as outcomes. You can evaluate them against the expected outcomes. Quantitative and qualitative outcomes are possible. We evaluate outcomes from the perspective of the individuals who use the service.

The term “freeze period” in ITIL refers to a period throughout the development process during which the rules for modifying the source code are enforced more rigorously and severity.

A workaround is a quick way of resolving an issue or problem when you cannot rectify the root cause.

Interview Questions on ITIL®4

  • 1. What are changes at the strategic and tactical levels?

    Change at the strategic level is concerned with a company’s direction (business strategy). Senior managers are in charge of managing and implementing strategic level changes. Tactical changes are modifications to existing or new necessary services due to a shift in strategic direction. Middle management is in charge of these reforms.

  • 2. Describe a Known Error.

    A Known Error is an issue that has been detected and has a known cause and solution. It consists of the following elements:

    ● Error Description

    ● Status

    ● Workaround

    ● Root Cause

  • 3. What are the different kinds of SLAs?

    Corporate SLAs address issues that are important to the company. These are the same for everyone in the company.

    Customer service level agreements (SLAs) refer to unique difficulties for each customer.

    Service SLAs address issues specific to a particular service (the consumer). This SLA applies to all clients who have signed a contract for the same service.

  • 4. What is the difference between ITSCM and BCP?

    IT Service Continuity Management (ITSCM) is a methodology that allows information security experts to create recovery plans for IT infrastructure.

    Business Continuity Planning (BCP) is how a business develops a framework for preventing and recovering from potential hazards.

  • 5. What is a PIR (Post-Implementation Review)?

    The Post-Implementation Review and analysis of the entire working process and solution are (PIR). It is frequently done after a change request is implemented to see if the change and its implementation went smoothly.

  • 6. Describe the four Ps of ITIL® Service Management.

    The four P’s of ITIL® Service Management are as follows:

    People: IT professionals carry out the processes and procedures involved with ITIL® Service Management.

    Partners: Whether in-house or outsourced, every IT business has partners who help the service run smoothly.

    Processes: This entails assessing the company’s capacity to put the processes in place.

    Products: are the tools that IT service employees use to implement ITIL® processes.

  • 7.What are some solutions for a workaround or recovery?

    Three types of recovery options are available:

    Fast recovery: This recuperation takes only 24 hours (hot standby).

    Intermediate recovery: The recovery process takes three days to complete (warm standby).

    Gradual recovery: It takes a few days or weeks, but it always happens after 24 hours.

  • 8. What are the seven R’s of Change Management?

    ● Raising the Change

    ● Reason for the Modification

    ● Return that the Change will bring Risk in terms of Implementation

    ● Resources necessary to make the Change

    ● Responsibility for the Performed Change

    ● Relationships between the Modification and other Modifications

  • 9. What is the Continual Improvement Model, and how does it work?

    This model lays out a step-by-step process for adopting improvements. The model is well-known for employing tools such as a SWOT analysis. It also employs maturity assessments and balanced scorecard reviews. It serves as a high-level guide to help with improvement efforts. As a result, the ITSM initiative’s prospects of success have increased. It focuses more on customer value and ensures enhancements align with its vision.

  • 10. What role does information security policy play?

    Information security policies protect organizational information and data from security risks and threats.


  • 11. What is the purpose of Relationship Management?

    Relationship Management guarantees that the organization properly manages suppliers and performance to deliver smooth, high-quality products and services. Its main goal is to build and maintain relationships between the company and its stakeholders.

  • 12. What is the PDCA (plan-do-check-act) cycle?

    The PDCA cycle or the Deming cycle regulates and measures results in various sectors and business areas. ITIL® creates a better product in the subsequent steps or trials due to these findings. The four phases of the plan-do-check-act cycle:

    Plan: Identifying and planning improvements is part of the plan.

    Do: Implement the improvements.

    Check: Act on Monitoring, Measuring

    Act: Complete all improvements.
    Knowlathon provides core service management ideas and dimensions, the ITIL® service value system, ITIL® guiding principles and practices, and much more! Check out our ITIL® 4 Managing Professional course and ITIL®4 certifications for more information on the subject. .