TechSupport_ ITIL Foundation Interview Questions

5/13/2015

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ITIL Foundation interview questions

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What is ITIL?

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ITIL is the most widely adopted approach for IT Service Management in the world.  It provides a practical, no­nonsense framework for identifying, planning, delivering and supporting IT services to the business. 

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What is IT Service Management (ITSM)? IT Service Management (ITSM) is a process­based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers. ITSM involves a paradigm shift from managing IT as stacks of individual components to focusing on the delivery of end­to­end services using best practice process models. ITIL (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology (IT) service management.

What are the main differences between MOF, ITSM and ITIL?

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MOF: It is practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services.

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ITIL: A framework of best practice techniques to facilitate the delivery of highquality information technology services. ITIL outlines an exhaustive set of management procedures to support organizations in achieving both value and quality in IT operations.

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ITSM: It is an approach that combines proven methods such as process management and known

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industry best practices, in the area of IT Service Management, to enable any organization to de-liver quality IT services that satisfy customer business needs and achieve performance targets specified within service level agreements. Well, I think that MOF is the Microsoft approach about ITIL and both are methods to implement and use ITSM. In my opinion you have to use MOF and ITIL to achieve the ITSM.

Are you ITIL certified? Answers is depend on youJ   Is it possible for an organization to be ITIL certified? How? ITIL certification is not achievable, because ITIL is a framework of guidance and not a standard; however, an organization can achieve ISO/IEC 20000 certification. This is the standard for IT Service Management which is underpinned by ITIL best practices. If implemented effectively, ITIL principles can help organizations to meet the requirements and can help an organization achieve certification when audited by a registered certification body.

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What is ISO 20000? How does it relate to ITIL? 

Followers ISO 20000 is the international standard for IT Service management.  However, ISO 20000 itself is part of a much bigger picture, in that it aligns with ITIL, the IT Infrasture Library. This relationship is often illustrated via a diagram such as the one below:

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http://adhoctech.blogspot.in/2013/02/itil-foundation-interview-questions.html

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09:06:48 Clearly, however, there is also a relationship with other management protocols and frameworks.

What is an IT service?

A Service provided to one or more Customers, by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Process. An IT Service is made up from a combination of people, Processes and technology and should be defined in a Service Level Agreement. What does service management excellence mean to you?  Excellent customer service to me is being attentive to the customer’s needs, smile, and call other stores, being personable and upbeat, going the extra mile, and ALWAYS asking the customer questions. Servicing customers. Like helping. And interacting with the customers. Customer service means acknowledging the needs of the customers their queries and questions..You must be aware of... What is the business value of ITIL?

Business value of ITIL is nothing but a set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes that are used to manage services over their “life cycle.” The value of each phase is elaborated below:

 SERVICE STRATEGY VALUE This phase allows an organization to understand the following: Services that will be provided Customers of the service Value of the services Cost/risk associated with delivering the service Capacity of the organization to deliver the service SERVICE DESIGN VALUE Service Design ensures that service organizations can deliver quality, cost­effective services and meet all of the business’ requirements for the planned services.  It also provides the following benefits: Improved consistency of service Easier implementation of new or changed services Improved service alignment with business needs Improved IT governance Improved quality of service SERVICE TRANSITION VALUE Effective Service Transition adds value to the business by: Ensuring that all changes comply with business and governance requirements Using contingency plans to manage the level of risk during and after the service implementation (for example, service outage, service disruption) Improving the consistency and quality of the implementation process for new or changed services http://adhoctech.blogspot.in/2013/02/itil-foundation-interview-questions.html

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TechSupport: ITIL Foundation interview questions

SERVICE OPERATION VALUE Each phase in the ITIL Service Life cycle builds value for the business and culminates in the business value delivered by Service Operations.  For example: In Service Strategy, the service is modeled In Service Design and Service Transition, the service is designed and developed, and the cost is predicted and validated In Service Operations, services are delivered and measured against agreed customer commitments.  In Continual Service Improvement, the measures for optimization are identified CONTINUAL SERVICE IMPROVEMENT VALUE With Continual Service Improvement, organizations can identify and implement improvements to IT services and realize many benefits, including: Better information about current services (and possibly about areas where change would bring increased benefits) Improved service reliability, stability, and availability Improved resource allocation and utilization Improved metrics and management reporting Clearer view of current and future IT service capability Better working relationships between customers and IT organization Enhanced customer satisfaction                                                                T o b e C o n t i n u e d . . . . . . . . . . . .

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1 comment: Nishant karn 12 May 2015 at 02:22 Very detailed information on ITIL Foundation certification. Thanks for sharing this handy info. Reply

http://adhoctech.blogspot.in/2013/02/itil-foundation-interview-questions.html

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TechSupport: ITIL Foundation interview questions

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