Suggested Certification for ITIL

AXELOS ITIL certification
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Interview Questions and Answers

A CMDB is a database that contains information about all the configuration items (CIs) in the IT infrastructure, such as servers, software, and network devices. Its used to manage and track these items.

A Service Level Agreement (SLA) is a contract between a service provider and a customer that defines the level of service expected. It typically includes metrics such as uptime, response time, and resolution time.

A Knowledge Base is a centralized repository of information, including articles, FAQs, and known error databases, that helps resolve incidents and problems quickly and efficiently.

ITIL provides a framework for aligning IT services with business goals, ensuring that IT investments are aligned with business priorities, and establishing clear accountability for IT performance.

Key roles include Service Owner, Process Owner, Change Manager, Incident Manager, Problem Manager, and Service Desk Analyst.

Incident management is the process of restoring normal service operation as quickly as possible after an incident occurs, minimizing the impact on business operations.

Problem management is the process of identifying the underlying causes of incidents and taking steps to prevent them from recurring.

Change management is the process of controlling and managing changes to the IT infrastructure and services to minimize disruptions and ensure successful implementations.

Release management is the process of planning, scheduling, and controlling the movement of releases to test and live environments.

The service desk is the single point of contact between the IT service provider and users. It handles incidents, service requests, and provides information and support.

Service Operation focuses on the day-to-day management of IT services. It includes processes like incident management, problem management, event management, request fulfillment, and access management.

Continual Service Improvement is the ongoing effort to improve the quality and efficiency of IT services. It involves identifying areas for improvement, implementing changes, and measuring the results.

An ITIL process is a structured set of activities designed to achieve a specific objective. Examples include incident management, change management, and problem management.

An ITIL function is a team or group of people and the tools they use to perform one or more processes. Examples include the service desk and technical management.

Key benefits include improved IT service quality, reduced costs, better alignment of IT with business needs, improved customer satisfaction, and increased efficiency in IT operations.

The five stages are: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

Service Strategy is the stage that defines the perspective, position, plans, and patterns that a service provider needs to execute its business outcomes. It focuses on understanding the business needs and developing a strategy to meet them.

Service Design focuses on designing new or changed IT services to meet the agreed-upon service requirements. It includes designing the service architecture, processes, policies, and documentation.

Service Transition is the stage that plans and manages the changes required to introduce new or modified services into the production environment. It ensures that services meet expectations for quality, cost, and timeliness.

ITIL stands for Information Technology Infrastructure Library. Its a framework of best practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business.

The IT Infrastructure Library (ITIL) is a set of detailed practices for IT service management that focuses on aligning IT services with the need of business and describing a framework of best practices for delivering IT services.

Improved service delivery and customer satisfaction.

- Reduced costs by improving resource utilization.

- Greater visibility of IT costs and assets.

- Better management of business risk and service disruption.

The five ITIL service lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement

A problem is “a cause or possible cause of one or more incidents.” And an incident is an unplanned single occurrence that causes a disruption of the service.

Yes.

- Service Desk.

- Application management.

- Technical Management.

- Operations Management.

A Known Error is a problem that has a documented root cause and a Workaround solution. Known Errors are managed through their lifecycle by the Problem Management process.

ITIL incident management is the process of restoring services as quickly as possible after an incident.

The 3-strike rule in ITIL is communicating with the customer for getting additional information required to resolve the ticket.

The Post Implementation Review (PIR) takes place after a change has been implemented. It determines whether the Change and its implementation Project is successful, and identifies areas for improvement.

P1 tickets are considered major incidents.

- The initial response;

- The consolidation phase;

- The recovery phase;

- The restoration of normality.

Process Owner

IT service continuity management (ITSCM) goal is of maintaining service availability and performance at the highest possible levels before, during, and after a disaster-level incident and thereby helping BCP.

Corporate Level, Customer Level and Service Level.

Defect life cycle is a cycle in which a defect goes through its lifetime. It begins when the defect is found and ends when a defect is closed, after ensuring it's not repeated. The Defect life cycle is related to the bug discovered during testing.

Groupware systems & KM 2.0.

- The intranet and extranet.

- Data warehousing, data mining,& OLAP.

- Decision Support Systems.

- Content management systems.

- Document management systems.

- Artificial intelligence t

Severity measures the effort and cost taken by the service provider to manage and resolve an event or incident. Severity is a parameter to denote the impact of a particular defect on the software.

Change management is the method of directing organisational change to fruition, from the earliest stages of creation and planning, through implementation and, eventually, to resolution.

Steps in the Change Management Process:

- Prepare the

PDSA, or Plan-Do-Study-Act, is an iterative, four-stage problem-solving model used for improving a process or carrying out change.

Most major incidents have four stages: Initial response; Consolidation phase; Recovery phase; and Restoration of normality.

ITIL processes around the five service lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

An IT service desk can help you:

- Align IT and business processes/departments.

- Improve asset management.

- Enhance operational efficiency.

- Timely responsiveness to downtime.

- Change management across organizations

Major incident management is the process used by DevOps and IT Operations teams to respond to an unplanned event or service interruption and restore the service to its operational state.

Entry Criteria gives the prerequisite items that must be completed before testing can begin. Exit Criteria describes the elements that must be done before testing can be concluded.

Explain with examples that sync with the job description. or Answer appropriately.

Explain with examples that sync with the job description. or Answer appropriately.

The most common software sizing methodology has been counting the lines of code written in the application source. Another approach is to do Functional Size Measurement, to express the functionality size as a number by performing Function point analysis.

Functional requirements are the specifications explicitly requested by the end-user as essential facilities the system should provide. Non-functional requirements are the quality constraints that the system must satisfy according to the project contract,

Validation is the process of checking whether the specification captures the user's needs, while verification is the process of checking that the software meets the specification.

Different Types Of Software Testing - Unit Testing, Integration Testing, System Testing, Sanity Testing, Smoke Testing, Interface Testing, Regression Testing, Beta/Acceptance Testing.

Quality control can be defined as a \"part of quality management concentrating on maintaining quality requirements.\" While quality assurance relates to how a process is carried out or how a product is produced, quality control is more the quality managem