ITIL Interview Questions
IT Service Management

Top 38 ITIL Interview Questions and Answers

ITIL offers a huge set of practices that have been assisting organizations globally to enhance their business services, by improving customer satisfaction, lowering costs, etc. If you wish to kick-start with your ITIL career, read this artcile Top ITIL interview questions to clear your interview in one shot.

ITIL Basics Interview Questions

1) What do you mean by ITIL?

ITIL stands for Information Technology Infrastructure Library. It is a set of guidelines that assists software professionals to deliver brilliant IT services.

2) State reasons why ITIL is needed?

Few reasons why ITIL is needed are as follows

  • It offers high value to customers
  • It offers reliable and useful services
  • It Enhances project delivery success
  • It handles all the constant changes in IT and business
  • It increases capacities and resources
  • It defines the roles of every task precisely
  • It offers the best practices for service management
  • It Enhances the relationship with customers
  • It delivers excellent customer service

3) List the essential features of ITIL?

The important features of ITIL are-

  • It follows one language or terminology
  • It relates tasks, roles, and processes
  • It entirely focuses on IT.
  • ITIL promises to deliver quality work consistently
  • Optimizing the existing activities

4) Mention the advantages of ITIL?

The advantages of ITIL are-

  • Elevates customer satisfaction
  • Assists financial management
  • Boosts the service availability
  • Renders assist to build a clear and precise structure of an organization or firm
  • Helps to manage and monitor all the infrastructure services
  • Enables the space to improve the overall decision-making process

5) State the difference between ITIL and COBIT?

The difference between ITIL and COBIT is,


  • It is used for Information Technology Service Management
  • It allows us to incorporate guidelines of business
  • It has several features including designs, service strategies, operation implementations, and transitions.


  • COBIT is used to integrate information and technology.
  • It allows us to obtain guidelines for business operations
  • It features maturity models, control objectives, and management guidelines

Interview Questions for ITIL Incident Management

6) What is Incident Management in ITIL?

ITIL Incident Management (IM) is the practice of restoring the services as quickly as possible after an incident. It is the most important component to detect and record the incident.

7) Mention the objectives of Incident Management?

The objectives of incident management interview questions are,

  • Elevating interaction and engagement of incident management to IT staff
  • Handling the satisfaction of users with top-notch IT service
  • Aligning incident management activities
  • Ensuring the use of regulated methods for effective analysis, reporting, response, management, and documentation.

8) What is change management?

Change management is a set of people who identify and approve potential changes to the software. It allows reviewing the essential changes that are likely to occur in the future. By management, it means they ensure that the modifications don’t have any negative effect on the system.

9) Explain Service Level Agreement?

A Service Level Agreement can be referred to as a commitment or pact between the end-user and service provider. This agreement denotes the level of service assured by the service provider.

10) Explain the 3 levels of SLA?

The 3 levels of SLA are

  • Customer service level agreement: This agreement occurs between the customer and the service provider.
  • Internal service level agreement: This agreement occurs between internal customers and IT.
  • Vendor service level agreement: This agreement occurs between the vendor and the developer.

ITIL Process Interview Questions

11) Define the distinct service providers that are an essential part of the ITIL process?

Generally, 3 service providers are a part of the ITIL process. They are,

  • Internal service provider: Internal service provider is a dedicated resource of a certain business and holds the capacity to handle the entire internal organization
  • External service provider: External service provider offers IT services to all external customers. It is not bounded or restricted to any individual, business, or market.
  • Shared services unit: Shared services unit is an Autonomous unit acting as an extension of ISPs.

12) State the basic difference between a service request and a change request?

A service request is a request that is presented by the user which states the request for accessing or changing the standards of IT access. Whereas, a change request is a proposition for making modifications to any product or system.

13) What is event management in ITIL?

Event management in ITIL interview questions and answers ensures that the configuration services and items are observed and monitored consistently and regularly. Event management is also used to categorize or filter out events to analyze certain actions.

14) Define CAB?

CAB(Change Advisory Board) is a mass of people dedicated to modifying the management process. Ideally, they usually deal with assessments, authorization, scheduling the modifications, and prioritization.

15)  State the different Knowledge Management Systems?

The different Knowledge Management Systems are,

  • CMIS (Capacity Management Information System)
  • KEDB (Known Error Database)
  • DML (Definitive Media Library)
  • SKMS (Service Knowledge Management System)
  • CMDB (Configuration Management Database)
  • AMIS (Availability Management Information System)

16) Throw light on the responsibilities of a service desk?

The responsibilities of a service desk include,

  • Examining each of the occurring incidents
  • Logging, prioritizing, and categorizing the incidents
  • Solving the incidents
  • Creating an incident management report

17) Why is evaluation important?

The evaluation process is significant because it helps us to assess important modifications such as the introduction of any new service into the current service.

18) How are the workaround recovery options classified?

The recovery options are usually classified as,

  • Gradual recovery
  • Immediate recovery
  • Reciprocal arrangements
  • Fast recovery
  • Manual workaround
  • Intermediate recovery

19) Briefly explain the 4P’s required for service management in ITIL?

The 4P’s required for the service management in ITIL is,

  • People: People involved in the IT field undergo processes that are related to ITIL service management.
  • Processes: This involves examination and inspection of the overall ability of the company for implementing the essential processes.
  • Products: Products involve those tools that are used by the IT staff for implementing the ITIL processes.
  • Partners: Partners allow services to function appropriately. Every in-house and outsourced IT organization is endowed with partners.

20) Explain alert in the event management process?

An alert notifies that a certain type of failure had taken place. Alerts are managed and generated by system management tools. The event management process handles the alerts.

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21) Briefly explain the RACI model

The RACI model comprises 4 elements. These can be defined as,

  • Accountable: Here, the person is solely responsible for any specific task.
  • Responsible: Such responsibilities are allocated to a person for completing a certain task.
  • Consulted: These are groups of people who are consulted for completing the task.
  • Informed: Health Canada Pharmacy This involves people who stay informed regarding the current processes of the task.

22) What is CSI in ITIL?

CSI stands for Continuous Service Improvement. It is the final stage in the cycle of ITIL. In this stage, all the services involved in the IT Service provider are thoroughly reviewed for recognizing certain areas that need improvement or modifications.

Basically, the Service Operations stage is committed to meeting the expectations of the end-users thereby maintaining a balance in costs and identifying any potential issues. In the continual service improvement stage, it makes sure that all the IT services get recovered from any service incident. It assists the businesses and organizations to conduct easy analysis thereby prioritizing business recovery.

23) Explain the layers involved in service management measurements?

The layers involved in service management are,

  • Progress: This layer is held accountable to handle the progress and ongoing of the present service operations.
  • Compliance: This layer solely concerns the compliance of trending industry processes and market standards.
  • Effectiveness: This stage helps in maintaining the effectiveness of the available services.
  • Efficiency: This stage assists in increasing and maintaining the efficiency of service and workflow.

24) What are the uses of Service transition?

Service transition has several uses. Few include,

  • Providing quality knowledge in terms of release, change, and deployment
  • Managing and Planning the ability, resource, and needs to attain a release
  • Ensuring that every service can be operated well, managed, and supported.

25) What is the freeze period in ITIL?

The freeze period in ITIL is a certain period in development that identifies strictness and severity. It needs rules to make modifications to the source code.

26) Explain the 5 main qualities of information assets in IT security management?

The 5  main qualities of information assets in IT security management are,

  • Integrity: This quality ensures that no unauthorized party can change or has modified the asset.
  • Authenticity: Authenticity makes sure that the identity of each party is sincere and genuine.
  • Confidentiality: This ensures that the asset is accessible and available solely to one particular party.
  • Availability: This ensures that the asset can be utilized or accessed whenever required.
  • Nonrepudiation: This ensures that once the transactions are completed, they cannot and will not be reversed without further approval.

27) What is the difference between end-users and customers?

An end-user is a direct recipient of a product or service whereas a customer is an entity that can select the product or service from the suppliers.

28) List the 7 steps involved in continual service improvement?

The seven steps involved in CSI include,

  • Searching the approach for enhancement
  • Knowing what needs to be measured
  • Gathering and collecting essential data
  • Excellent data processing
  • Analyzing both data and information
  • Appropriate utilization of information
  • Apply or implement the required improvements

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29) State the goals involved in problem management in ITIL?

The goals in problem management are,

  • Restraining the incidents to occur again in future
  • Identifying the recurring incidents
  • Recognizing the core cause of these issues

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30) Mention a few popular web-based service desk tools?

Few popular web-based service desk tools are,

  • Bugzilla
  • Spiceworks Help Desk/Cloud Help Desk
  • CA service desk
  • SolarWinds Web Help Desk
  • Oracle Service Cloud
  • Tivoli
  • ServiceNow
  • OTRS Free
  • BMC
  • C-Desk

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31) What are the applications of ITIL?

Some important areas where ITIL plays a vital role are,

  • Strategic business planning and IT
  • Lowering the overall cost and total cost of ownership
  • Assistance in measuring the efficiency and effectiveness of IT organization
  • Incorporate consistent improvements
  • Acquiring and retaining the appropriate skills and resources
  • Illustrating the business value to IT

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32) Define IT Service continuity management?

The ITSCM process makes sure that the service provider offers at least the least agreed-upon levels of any service. It makes use of techniques such as Management of Risk(MOR) and Business Impact Analysis(BIA)

33) What are the processes that are involved in Service design?

The processes involved in service design are,

  • Availability management
  • Design coordination
  • Information security management
  • Service level management
  • Supplier management
  • Service catalog management
  • Capacity management
  • IT Service continuity management

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34) Differentiate between product and service?

The main points of differentiation between product and service are,


  • Products cannot be generated or consumed simultaneously
  • They are consistent
  • Users are not allowed to take part in product production.
  • Products are tangible.


  • Services can be generated and consumed at the same time
  • They are inconsistent
  • Users can take part in the service production
  • Services are not tangible

35) What is the difference between warranty and utility?


  • Warranty is referred to as a sort of promise that the product or service will agree to with the requirement
  • It mainly deals with the process of how a particular service is delivered
  • It has to operate the service appropriately
  • The warranty has risks to reduce the performance variation


  • The utility can be defined as a special functionality that is provided by any product or service from the customer’s point of view.
  • Utility deals with what the client receives
  • It must always meet the requirements and needs of the customers thereby fitting to its intention
  • The utility can elevate the average performance

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36) Explain Post Implementation Review(PIR)?

Post Implementation Review is the examination of the working process and the solution. Usually, it is performed after the modified request is put into action for ensuring that the changes implemented were fortunate or not.

37) Define Operational Level Agreement?

OLA(operational level agreement) is an agreement or contract that emphasizes several IT groups in an organization on designing the services to support SLA.

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38) Define the various types of services?

The different types of services are,

  • Enabling service: This is needed for delivering core IT services. It serves the fundamental factors that allow clients to obtain core service.
  • Core service: Core Service offers the fundamental results required by the customers.
  • Enhancing service: This deals with such services that are attached to the core service for appealing to the eyes of the clients. It encourages customers to make use of core services more often.
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