ITIL is a set of practices for IT service management that aligns IT services with business needs. Knowing the basics of ITIL is therefore important for organizations. ITIL certification acquaints the professionals with the basics of ITIL and its implementation. Here are some sample questions and answers for the exam.
1. How does ITIL Help Reduce Costs and Decrease the Total Cost of Ownership for IT Investments?
IT investments and staff break their work timelines as the work that is not scheduled gets priority over the planned work. ITIL helps organizations stop this cycle and enables employees to focus on the total cost of ownership and other work in their department.
2. Who is Responsible to Decide the Categorization of a Proposed Change Within an ITIL compliant Change Management Process?
The decision is usually taken by Change Manager. He ensures that the projects attain their objectives within the time limit and budget constraints by increasing employee adoption and usage. He focuses on changes to business processes, job roles, systems and technology and organization structures.
3. What is the Evaluation Performed after a Change has been Implemented Called?
The evaluation is called Post Implementation Review (PIR). This is the review and assessment of the complete working solution. It is done after live running, sometimes after the completion of the project. The PIR evaluates the effectiveness of system development after the system has been in the production environment for about six months.
4. What Process of ITIL Makes Sure that the Organization is Aware of New and Changing Technology?
Capacity Management ensures that the organization stays aware of changing technology. It verifies that the IT infrastructure is available at the right time in the right volume at a suitable price with great efficiency.
5. If a Service Level Manager needs confirmation about where in the internal Service Desk can answer a Specific Percentage of Calls within 10 seconds, in which document the Service Desk’s Agreement to this Requirement will be Recorded?
There exists a contract named operational level agreement (OLA) that describes how different IT groups in a company plan to deliver a service or a set of services. It is designed to solve the problems of IT silos by specifying a set of criteria and IT services to be performed by each department.
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6. Which two Service Management Processes use Management Methodology and Risk Analysis?
The two processes are IT Service Continuity Management and Availability Management.
7. Explain the Terms Service Portfolio, Service Catalogue and Service Pipeline.
Service portfolio: This defines the services offered by service provider across different markets and customers. Service Portfolio Management manages the service portfolio. It ensures that the service provider has the services to meet the necessary business outcomes at a proper level of investment.
Service catalogue: This is a subset of Service portfolio. It lists the services ready to be offered to customers. IT service catalog lists the available technology resources and offerings of an organization.
Service pipeline: It includes services under development. It discusses the future services that are presently under development by the service provider.
8. Explain CMIS, AMIS and KEDB.
Capacity Management information system (CMIS): It is a compilation of IT infrastructure capacity, usage and performance data gathered and stored in one or more databases.
Availability Management information system (AMIS): It is a virtual repository of all Availability Management data stored in different physical locations.
Known error database (KEDB): A known error is a problem with a documented root cause and a work around. Each known error’s details are recorded in a Known error database.
It is recommended to attend ITIL training so that the aspiring individuals get to interact with expert instructors and thereby increase their knowledge base.