Common ITIL Interview Questions and Answers

Preparing for the Service management interview and thinking what questions the interviewer will ask, then we are here to help. We have prepared the list of common ITIL interview questions and answers, which will help you to clear this interview.

ITIL Interview Questions and Answers

ITIL Interview Questions and Answers

What do you know about ITIL?

ITIL (IT Infrastructure Library) is a set of best practices for IT service management that provides an extensive framework to help organizations deliver high-quality and cost-effective services. It highlights the importance of processes, enabling them to be mapped easily, monitored proactively, and controlled effectively.

What is ITSM?

ITSM (IT service management) is a framework for managing and delivering IT services. It defines the processes, procedures, and tools needed to provide effective IT services that meet the needs of business users.

What are the benefits of using ITIL?

The main benefits of using ITIL are improved quality of service, reduced costs, reduced time to market, and improved customer satisfaction.

What are the key concepts of ITSM?

The key concepts of ITSM are service management processes, service delivery models, service management systems, and service level agreements.

What is the difference between ITIL and ISO 20000?

The main difference between ITIL and ISO 20000 is that ITIL is a framework of best practices, while ISO 20000 is a standard.

What are the stages of the Service Delivery Lifecycle?

The stages of the Service Delivery Lifecycle are service strategy, design, transition, operation, and continual improvement.

How can ITIL help to improve the quality of service?

ITIL helps improve service quality by providing a framework for managing and delivering IT services. It defines the processes, procedures, and tools needed to deliver effective IT services that meet the needs of business users.

What is Incident Management?

Incident management is one of the core processes in ITIL. The main objective of an incident management process is to restore normal service operation as quickly as possible for both business and user customers, or at least reduce it significantly.

In Detail: 35+ Incident Management Interview Questions

What are KPIs?

KPIs (Key Performance Indicators) measure performance against targets based on speed, efficiency, and quality. They are used to identify areas where improvements can be made and track progress over time.

Name some of the Basic KPIs in ITIL?

Some of the basic KPIs in ITIL are

  • Availability.
  • Time to restore services.
  • First, call resolution rate.
  • Change success rates.
  • Incident closure rates.

What is a Service Level Agreement?

A Service Level Agreement (SLA) is a contract between an organization and its customers that defines the level of service provided. It includes performance targets, response times, and compensation arrangements.

What is a Service Level Objective?

A service level objective (SLO) is part of an SLA, and it defines what targets have to be achieved by which date. It ties the customer’s business requirements to IT services, specifying how those needs will be met with agreed-upon resources within certain cost constraints.

What is the OLA?

The OLA (Organizational Level Agreement) defines the organization’s responsibility to support and fund ITSM. It is a statement of what IT services will be provided for an agreed-upon price, as well as how those resources are going to be allocated within the business unit or organization.

What is the Problem Management process?

Problem management is a process that helps to identify, investigate, and resolve incidents that are causing poor service quality. It aims to prevent problems from recurring by fixing the underlying causes of incidents.

In Detail: Problem Management Interview Questions to ask

What is a Workaround?

A workaround is a solution that enables users to complete their tasks until the problem finds a permanent solution.

What is Root Cause Analysis?

Root cause analysis is a method used to determine the root causes of problems. It helps prevent incidents from occurring in the future and reduces the impact when they occur.

What is Change Management?

Change management is one of the key processes in ITIL. It is responsible for initiating, planning, executing, monitoring, and closing changes. The main objective of a change management process is to ensure that all changes are authorized, well planned, and implemented effectively without causing any disruptions to the normal service operation.

In Detail: Interview Questions on Change Management

What is a Standard Change in ITIL?

A standard change is a pre-authorized, and pre-defined change tested and proven to work. Change implementation is done quickly and without any disruption to service.

What is Emergency Change in ITIL?

An emergency change is a change that must be implemented immediately and with minimum disruption to the regular service operation.

What is PIR?

PIR (Post Implementation Review) is a process that takes place once the change is implemented. It determines whether the change was successfully implemented.

Explain Change Advisory Board (CAB)?

A change advisory board is a group of people who advise the change manager about changes, impact assessment, risk management, etc.

What are Change Log Documents?

The purpose of change log documents is to track all activities related to change requests and their implementation status. They also provide information on approved changes and any associated issues or risks.

What are the 7R’s of change management??


The requestor initiates the change.


The reasons for the change are documented.


The resources required for the change are identified.


The risks associated with the change are assessed and mitigated if possible.


The person responsible for the change is identified.


All requirements defined by other processes such as capacity, security, and IT service continuity management are met if possible.


Once all of the above has been completed successfully, a release date can be set.

What is a Release in ITIL?

A release typically includes multiple changes that have been tested together to ensure they work as expected before being implemented into the production environment. They are usually put through rigorous testing, including user acceptance tests (UAT), which assess whether or not users accept the software’s new functionality.

What is the change freeze period?

The change freeze period is a time when no changes are authorized to move to the production system. It ensures that the new changes do not cause any disruptions to the service. It usually occurs just before and after a release goes into production.

What is Capacity Management?

This process ensures that sufficient resources (such as time, people, and equipment) are available to deliver agreed capacity levels to support the business processes. It also helps prevent overload situations by managing resources to deliver agreed capacity levels.

What is Financial Management in ITIL?

This process provides information about costs, expenditures, and investments for the service provider organization. To ensure that business needs are met cost-effectively, it also helps identify financial opportunities through effective management of assets that support services provided by the service provider. It supports the efficient use of capital so the company can maximize that value for money.

ITIL Interview Questions for Service Desk

What does a Service Desk do?

A service desk is responsible for handling customer calls, requests, problems, or complaints related to IT services provided by the company. It can be in an external helpdesk set up with a third-party organization contracted to provide these services, or it might be set up as an internal service desk that provides these services for the company.

What are service assets?

These are all elements in IT infrastructure involved in providing IT services to end-users (for example, software, hardware components). Relevant processes must manage them through their life cycle if business objectives are met.

How do you know when it is time to implement a new process?

A new process is implemented to improve an existing IT service or build one that has not been previously provided (for example, hosting cloud services). The process is driven by a business need or opportunity for improvement.

What is service validation?

Service validation ensures that a new or changed IT can assess service objectively before it goes live to determine whether the required quality, integrity, confidentiality, and security are achieved. It also provides objective evidence on which to base business decisions about providing services.

What are business benefits?

Business benefits include cost savings (for example, reduced downtime), improved operational efficiency/performance, or better alignment with customer needs by meeting them more effectively. These all contribute to making an organization’s services attractive to customers.”

What is service management?

Service management ensures that the business has what it wants in terms of an appropriate infrastructure supported by excellent availability, performance, and capacity so users can access the information/services they need on time. If any problems occur with these aspects due to internal or external factors, they must take action quickly before a disruption occurs across the whole organization.

What is service portfolio management?

This process helps the service provider identify, select and prioritize future services that should be considered for implementation. It also ensures that all assets are managed effectively to support current business needs.

What does CMDB do?

The CMDB (configuration management database) stores information about all configuration items under management, including their relationships. It can also store data regarding incidents or problems for every CI.

What is a configuration item?

A configuration item is anything that needs to be managed as part of an IT service. It could include individual software applications, servers, network devices, or user accounts.

What is a Service Request?

A formal process for requesting IT services. It allows users to register and track user requests, acting as a central point of reference that can be used in conjunction with asset management information.

In Detail: Interview Questions on Service Request Management

What is a standard service request?

A standard service request allows users to create and manage their requests, freeing up help desk staff for more challenging tasks. Standardizing the process ensures that the same criteria are applied when assessing all requests made by users. It also helps to support key business processes.

Explain RACI Model?

RACI Model is a standard for defining the roles and responsibilities of people involved in any project, service, or activity. It stands for Responsible, Accountable, Consulted, and Informed.

What are the four functions of ITIL?

The four functions of ITIL are service strategy, design, transition, and operation. Each one has a specific purpose in supporting the overall goal of providing excellent services to the business.

What is the purpose of service strategy in ITIL?

This function helps identify business needs and how they can be met through better use of technology. It provides an understanding of what services the service provider should offer and their target operating models. This process also helps ensure that all activities are aligned with overall organizational goals and objectives.



History of ITIL


Thank you for reading the interview questions for ITIL. This guide should help you prepare for your upcoming interview. Remember to practice and be confident in your answers!

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