20+ BEST ITIL Interview Questions & Answers  - Magzinenow

20+ BEST ITIL Interview Questions & Answers 

If you’re preparing for an ITIL Certification Online it’s important to have an understanding of ITIL concepts and best practices. This article will list 20+ ITIL Interview Questions and answers to help you prepare for your interview. These questions cover various aspects of ITIL, including its components, benefits, and implementation. We aim to help you understand the purpose and importance of ITIL in IT service management and confidently prepare for your ITIL interview.   

ITIL (Information Technology Infrastructure Library) is a group of best practices for managing IT services. It provides a framework for delivering high-quality IT services that meet business needs and objectives. ITIL covers all aspects of IT service management, including service strategy, design, transition, operation, and continual service improvement.   

ITIL has become increasingly important in IT service management as organisations rely increasingly on technology to support their business operations. Adopting ITIL can help organisations improve efficiency, reduce costs, and increase customer satisfaction. 

Table of Contents 

  1. ITIL Foundation Level Interview Questions 
  2. ITIL Intermediate Level Interview Questions 
  3. ITIL Expert/Managing Professional Level Interview Questions 
  4. ITIL Practitioner Level Interview Questions 
  5. ITIL Master Level Interview Questions 
  6. Conclusion
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ITIL Foundation Level Interview Questions 

In this section, we’ll look at the foundation level Interview Questions with answers. 

What is ITIL, and what are its main components? 

Information Technology Infrastructure Archive is what it’s called. It is a set of guidelines for IT service management best practices that enable businesses to provide high-quality services that satisfy client demands and organisational goals. Service Strategy, Service Design, Service Transition, Service Management, and Continual Service Improvement comprise the bulk of ITIL. 

What is the ITIL Service Lifecycle? 

The ITIL Service Lifecycle is a model that describes the life of an IT service from conception to retirement. It comprises five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Each stage has its processes, activities, and deliverables. 

What distinguishes an event from a problem? 

An incident is an IT operation’s planned or unplanned interruption, degradation, or discontinuance. It may result in a service disruption or a service outage. One or more incidents have an issue at their root, a condition or a situation that could cause an incident. 

What is a change advisory board (CAB)? 

A Change Advisory Board (CAB) is a group responsible for assessing and approving changes to IT services. It usually comprises representatives from IT, business, and other stakeholders. The CAB’s main purpose is to ensure that changes are assessed, prioritised, and authorised promptly and efficiently.   

What are ITIL’s four Ps of service design? 

The four Ps of service design in ITIL are People, Processes, Products, and Partners. These are the key elements that must be considered when designing IT services. People refer to the skills and expertise required to deliver the service, and processes refer to the activities and workflows needed to provide the service. Products refer to the technology and tools required to deliver the service. Partners refer to the external organisations or vendors that may be required to provide the service. 

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ITIL Intermediate Level Interview Questions 

In this section, we’ll look at the intermediate level Interview Questions with answers. 

What distinguishes ITIL version 3 from version 4? 

The ITIL framework comes in two distinct iterations, ITIL v3 and ITIL 4. The most recent edition is ITIL 4, while ITIL v3 is its predecessor. The Service Value System, a novel concept and practice introduced in ITIL 4, offers a comprehensive view of IT service management. 

What does a service level agreement (SLA) serve? 

An agreement between a customer and a service provider that outlines the level of service that will be provided is called the Service Level Agreement (SLA). The purpose of an SLA is to define the customer’s expectations and ensure that the service provider delivers the agreed-upon level of service. 

What distinguishes an issue from a known error? 

A problem is an issue that has been identified, and the cause is unknown. A known error, on the other hand, is a problem for which the cause has been identified and a workaround or solution has been developed. 

What is the difference between capacity management and performance management? 

Capacity management and performance management are two related but distinct ITIL processes. Capacity management focuses on ensuring enough capacity to meet current and future demand, while performance management focuses on monitoring and improving the performance of IT services. 

What is a service request? 

A service request is a request from a user or customer for a specific service. Unlike an incident or problem, a service request is a pre-defined and approved process that the service desk can fulfil without additional support or escalation. Examples of service requests include access requests, password resets, and software installations. 

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ITIL Expert/Managing Professional Level Interview Questions 

In this section, we’ll look at the Expert/Managing Professional level Interview Questions with answers. 

What does CSI (continuous service improvement) aim to achieve? 

Continual Service Improvement (CSI) is the ITIL stage that ensures that IT services are continually improved to meet business needs and objectives. It involves identifying areas for improvement, defining improvement initiatives, implementing and measuring improvements, and making changes to service management processes. 

What is the difference between a problem manager and an incident manager? 

An incident manager is responsible for managing and resolving incidents as quickly as possible to minimise the impact on the business. A problem manager, on the other hand, is responsible for identifying the root cause of incidents and managing the problem-solving process to prevent 


By reading this article, you would have understood everything about ITIL Interview questions with answers. Apart from this, you would have also learned about the questions with different levels. Use these questions and answers to clear your ITIL Interview. 

Dario Smith