Top Interview – Questions (With Answers) for ITIL 4 Professionals

Information Technology Infrastructure Library or ITIL is a set of ITSM practices focusing on the alignment of IT services with business functions and the organization. The latest version of the framework is ITIL 4, which was launched in 2019. For current and aspiring ITSM professionals, ITIL 4 could be an invaluable tool. ITIL 4 certifications are also great for non-technical or non-ITSM professionals.

If you are preparing for the technical interview round for any roles associated with ITIL 4, here are some probable questions with sample answers to help you.

1. What are the benefits of adopting ITIL 4?
   Embracing ITIL 4 brings a lot of benefits to the organization, such as:
   • Successful alignment between the IT functions and the business
   • Establishment of a relationship with the customer
   • Better focus on customer satisfaction through service delivery
   • Optimal utilization of resources
   • Better risk management for the business
   • Better preparedness for incidents and service disruption
   • More effective change management, etc.
2. What are the two most used processes by the Service Desk?
   The two most used processes by the Service Desk are Workflow and Procedure diagrams.
3. What are the main objectives of incident management?
   Some of the main objectives of incident management are:
   • Ensuring the usage of approved & regulated methods for all processes in incident management like efficient responses, documentation, analysis, etc.
   • Reporting & resolving incidents more effectively when they occur
   • Focusing better on user and customer satisfaction
   • Aligning incident management tasks for maximum efficiency and best outcomes

   What are the four main steps in the working of an incident management system?

4. The four main steps in working on an incident management system are:
   • Recording incidents
   • Categorizing incidents based on their potential impact & urgency
   • Authorization of the incident
   • Recovery of the occurrence post-incident
5. What are SLAs? What are the three types of SLAs?
   SLA stands for Service Level Agreement. It is the commitment between a service provider and the end user. The three types of service-level agreements are:
   • Customer Service Level Agreement that is present between the business and the external customer
   • Internal Service Level Agreement that is present between the business and the internal customer, which could be a department or another organization
   • Vendor Service Level Agreement that is present between the business and the vendor
6. What, according to you, would be the main goals of problem management in ITIL 4?
   There are three main goals of problem management in ITIL 4:
   • Recognizing and mitigating recurring incidents
   • Identifying and analyzing the root causes of the incidents
   • Prevent the repeat occurrence of the incidents
7. What is a Known Error?
   A Known Error is an identified problem whose root cause has been discovered and a solution has been acknowledged. A known error has four components:
   • Status
   • Error description
   • Root cause
   • Workaround
8. Why is IT Service Continuity Management important?
   IT Service Continuity Management is important because it helps with:
   • Analyzing the risks involved in the process
   • Test backing out the situations
   • Finalizing the backout arrangements
9. What are the responsibilities of an ITIL Service Desk?
   The responsibilities of an ITIL Service Desk include:
   • To log, classify, and prioritize incidents
   • To investigate the incidents
   • Resolve incidents
   • Incident management reporting
10. How is proactive problem management different from reactive problem management?
    Proactive problem management prevents incidents from occurring. As the name suggests, it is proactive. It identifies potential problems and errors in the IT infrastructure before they occur and has an impact or cause a disruption.
    In contrast, reactive problem management identifies and then eliminates the root cause of incidents after the incident has occurred.
11. What is the difference between an incident and a problem?
    An incident is an event that causes disturbances & disruptions to the IT service. In contrast, a problem is what causes the incident, it is the underlying cause of the incident.
12. What is Post Implementation Review?
    Post Implementation Review is the evaluation & analysis of the complete working process as well as its solution. Once a change request is received and acted on, a post-implementation review is performed to determine if the change implementation & execution have been successful. As the name suggests, it is the review of the implementation after implementation.

Get ITIL Certified with Cognixia

Improve your skills and future career prospects with ITIL 4 certification at Cognixia!

Cognixia is the world’s leading digital talent transformation company, committed to helping you shape your future & career by providing insightful digital technology training and certifications. We are here to give you the best online learning experience possible by expanding your knowledge through immersive training sessions and increasing your skill set. Individuals and organizations can both benefit from Cognixia’s highly engaging instructor-led courses.

We are an AXELOS Authorized Training Organization (ATO) that offers learners a complete portfolio of ITIL online training & certification programs. Our ITIL 4 Foundation certification course is considered one of our portfolio’s most sought-after online training programs.

The ITIL training via Cognixia is provided by the industry’s most experienced, expert ITIL trainers and is delivered in line with the official AXELOS guidelines & curriculum.

With Cognixia’s ITIL 4 Foundation certification program, you get the hands-on practice that helps you clear the main ITIL certification exam effortlessly. Not just that, with our ITIL training course, you get the perk of lifetime access to the training’s learning material & video lessons via our LMS.

Learn and improve from the comfort of your home with our intuitive & comprehensive ITIL 4 Online Training.

This ITIL 4 training course will cover the following concepts:

• The concept of a service
• Services, costs, risks. and service management
• Service relationship management
• The 4 dimensions of service management
• Guiding principles of service management
• Service value system
• Service value chain
• General management practices
• Service management practices
• Technical management practices