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
  • It increases capacities and resources
  • It defines the roles of every task precisely
  • It offers the best practices for service
  • 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
  • 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
  • It allows us to incorporate guidelines of
  • 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. Bonuses and Promotions All of our approved casino sites will offer you a generous welcome bonus when you join.

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
  • 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
  • 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

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.

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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:  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
  • They are consistent
  • Users are not allowed to take part in product
  • 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
    This is needed for
    delivering core IT services. It serves the fundamental factors that allow
    clients to obtain core service.
  • Core
    Core Service offers the
    fundamental results required by the customers.
  • Enhancing
    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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Now that you know the top 38 handy ITIL interview questions, we hope we could help you to develop your knowledge with all the ITIL interview questions really helpful to grab job in Multinational companies.

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