ITIL® 4 Foundation level Interview Questions

ITIL which is also known as the Information Technology Infrastructure Library is a collection of ITS practices that focuses on the alliance of IT services with companies and organizations. There is a huge demand for ITIL-certified experts in the IT industry, with organizations seeking to enhance their project delivery and assistance by the application of best practices. Do you hold an ITIL® 4 Foundation level credential?

It is always competent to get ahead of the opposition by taking an ITIL credential course and improving the chances of getting a more suitable job. However, the candidate needs to be able to decipher an interview to make that career path possible. To help you plan and prepare better for your ITIL interview, here we have gathered top ITIL® 4 Foundation level interview questions that are frequently asked. So, let’s get started!

ITIL® 4 Foundation level Advance Questions

What is the purpose of the ITIL service value system?

The purpose of the ITIL service value system (SVS) is to provide a holistic approach to delivering and managing IT services. It is a framework that brings together all the different elements of IT service management, such as service design, service transition, service operation, and continual service improvement. The SVS helps organizations to deliver value to customers by providing a structured approach to managing and improving IT services. It also helps to align IT with the overall goals and objectives of the business by providing a common language and set of best practices that can be used to guide decision making and improve communication between different teams and departments. Additionally, ITIL 4 SVS is designed to be more adaptable, flexible and co-create value with stakeholders, allowing organizations to tailor it to their specific needs and requirements.

How does ITIL 4 differ from previous versions of ITIL?

ITIL 4, the latest version of the Information Technology Infrastructure Library, differs from previous versions in several ways:

ITIL 4 has a more flexible and adaptable approach to IT service management (ITSM), which integrates concepts from Agile, DevOps, and Lean. This allows organizations to be more responsive to changing business needs and to deliver value faster.
ITIL 4 introduces the concept of the service value system (SVS), which provides a holistic view of the entire IT service management process and helps organizations to better understand how all the different parts fit together.
ITIL 4 focuses on the customer and the co-creation of value with stakeholders. It emphasizes the importance of involving customers and other stakeholders in the service design process and encourages organizations to work together to achieve common goals.
ITIL 4 has a stronger emphasis on the use of data and metrics to measure and improve the performance of IT services. It encourages organizations to use data to make informed decisions and to use metrics to measure the success of IT service management activities.
ITIL 4 has a new certification scheme with two levels of certifications: Foundation and Managing Professional.
ITIL 4 also has a greater emphasis on the integration of different frameworks, such as Agile, DevOps, and Lean, to help organizations to deliver value faster and more efficiently.

Overall, ITIL 4 is designed to be more flexible, adaptable, and customer-centric than previous versions of ITIL, and it provides a more holistic approach to managing IT services.

What is the difference between a service and a component?

In the context of ITIL, a service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Services are the core of ITIL and are the main focus of IT service management. A service is a set of activities and resources that are designed to meet a particular need or set of needs of customers. Services can be tangible or intangible, and they can be delivered through a variety of channels, such as a website or mobile app.

A component, on the other hand, is a part of a service that helps to deliver the service. Components are the building blocks of a service and include things like hardware, software, and infrastructure. A component is a piece of technology that enables the service to function. Examples of components can be servers, storage, network devices, software applications and others.

While a service is focused on delivering value to customers, components are focused on delivering the technical capabilities that make the service possible. Services rely on components to function, but components do not necessarily deliver value to customers on their own. Services are the means to achieve desired outcomes for customers, and components are the enablers of the service.

What is the purpose of a service request?

A service request is a request from a customer or user for information, advice, or assistance with a service or component. The purpose of a service request is to provide a means for customers or users to request assistance with IT services or to request changes to those services.

Service requests are typically used to:

Report incidents or problems with services or components
Request information or advice about services or components
Request changes to services or components
Request access to services or components
Request the provision of new services or components

By providing a formal process for service requests, ITIL helps organizations to ensure that requests are handled in a consistent and efficient manner. Service requests can be logged, tracked and managed through the incident and request management process. This allows IT teams to prioritize and manage requests based on the urgency and importance of the request. Service requests also provide valuable information to IT teams about the services they provide, which can be used to improve those services and to identify areas where additional investment is needed.

How does the ITIL service value chain help organizations to deliver value?

The ITIL service value chain is a framework that helps organizations to deliver value to customers by providing a structured approach to managing and improving IT services. The service value chain is made up of a series of interrelated activities that work together to create and deliver value to customers. These activities are:

Service strategy: this activity involves the development of a strategic plan for delivering IT services. It includes identifying the needs of customers, assessing the feasibility of different service options, and determining the best approach for delivering services.
Service design: this activity involves the design of new services or the redesign of existing services. It includes creating service blueprints, designing service components, and determining the service management processes that will be used to deliver the service.
Service transition: this activity involves the planning and coordination of the transition of a new or changed service into live operation. It includes testing, validating, and releasing new services and components, and ensuring that all necessary documentation and processes are in place.
Service operation: this activity involves the day-to-day management of IT services. It includes monitoring and controlling services, managing incidents and problems, and providing support to customers.
Continual service improvement: this activity involves the ongoing evaluation of IT services and the identification of opportunities for improvement. It includes monitoring service performance, gathering customer feedback, and implementing changes to improve the quality of services.

What is the role of the service provider in ITIL 4?

In ITIL 4, the service provider is responsible for delivering and managing IT services on behalf of the organization. The service provider’s role is to ensure that IT services meet the needs of the customers and other stakeholders, and that they are delivered in a way that maximizes the value to the organization.

The key responsibilities of the service provider in ITIL 4 include:

Service strategy: the service provider is responsible for developing and implementing a strategy for delivering IT services that aligns with the goals and objectives of the organization.
Service design: the service provider is responsible for designing new services or redesigning existing services to ensure that they meet the needs of customers and other stakeholders.
Service transition: the service provider is responsible for planning and coordinating the transition of new or changed services into live operation.
Service operation: the service provider is responsible for the day-to-day management of IT services, including monitoring, controlling, and providing support to customers.
Continual service improvement: the service provider is responsible for evaluating IT services and identifying opportunities for improvement, implementing changes to improve the quality of services, and monitoring service performance.
Collaboration: the service provider is responsible for working with customers, other stakeholders, and other teams within the organization to co-create value and deliver IT services that meet the needs of the business.
Communication: the service provider is responsible for communicating with customers and other stakeholders to understand their needs, keep them informed about the status of services, and to gather feedback.

What is the purpose of a service level agreement?

A service level agreement (SLA) is a contract between a service provider and a customer that defines the level of service that the customer can expect from the provider. The purpose of a SLA is to establish a clear understanding between the service provider and the customer of the service that will be provided, the level of service that will be provided, and the responsibilities of each party.

The key elements of a SLA typically include:

Service level targets: a clear and measurable definition of the level of service that the customer can expect, such as response times, availability, and uptime.
Performance metrics: a set of metrics that will be used to measure the performance of the service against the service level targets.
Responsibilities: a clear definition of the responsibilities of the service provider and the customer in delivering and using the service.
Reporting: a mechanism for reporting on service level performance and for identifying and resolving issues.
Continuous improvement: a process for regular review and improvement of the service level agreement.

The purpose of a SLA is to provide a clear and measurable understanding of the service to be provided and the level of service that will be provided, so that the customer can have confidence that the service provider will meet their needs. It also helps the service provider to understand the customer’s requirements and expectations and to provide a consistent level of service. Additionally, it allows the service provider and customer to work together to resolve any issues that may arise and to continuously improve the service over time.

What is the role of the service consumer in ITIL 4?

In ITIL 4, the service consumer is the individual or organization that receives and uses the IT services provided by the service provider. The service consumer is responsible for ensuring that the IT services meet their needs and provide value to their organization.

The key responsibilities of the service consumer in ITIL 4 include:

Service request: The service consumer is responsible for making requests for IT services, such as reporting incidents or problems, requesting information or advice, requesting changes, or requesting access to services.
Service consumption: The service consumer is responsible for consuming the IT services provided by the service provider. This includes using the services to achieve their goals and objectives, and providing feedback on the quality and value of the services.
Service feedback: The service consumer is responsible for providing feedback on the IT services they receive. This feedback can be used to identify areas where the service provider can improve the services, and to assess whether the services are meeting the needs of the consumer.
Service level agreement (SLA): The service consumer is responsible for working with the service provider to establish an SLA that defines the level of service they can expect, the performance metrics that will be used to measure the service, and the responsibilities of each party.

The service consumer plays a critical role in ITIL 4 by ensuring that the IT services provided by the service provider meet their needs and provide value to their organization. By working with the service provider and providing feedback on the services, the service consumer helps to ensure that the services are continuously improved to meet their evolving needs.

How does ITIL 4 support the integration of different frameworks and methodologies?

ITIL 4 supports the integration of different frameworks and methodologies by providing a flexible and adaptive framework that can be integrated with other best practices and methodologies.

ITIL 4 provides a holistic approach to service management that can be integrated with other frameworks and methodologies, such as Agile, DevOps, and Lean, to deliver value to the organization. It does this by:

Emphasizing the importance of collaboration and co-creation of value across different teams and functions, which supports the integration of different methodologies and frameworks.
Providing a common language and set of concepts that can be used to bridge the gap between different teams and functions, which helps to facilitate communication and collaboration.
Encouraging the use of a flexible and adaptive approach to service management, which allows organizations to adopt different methodologies and frameworks as needed to meet their specific needs.
Providing guidance on how to integrate different frameworks and methodologies, such as Agile, DevOps, and Lean, into the service value system, which helps organizations to deliver value in a way that aligns with their specific needs and context.
Encouraging the use of a continuous improvement approach, which allows organizations to adapt and evolve their approach to service management as their needs change over time.

Overall, ITIL 4 provides a flexible and adaptive framework that can be integrated with other best practices and methodologies to deliver value to the organization. It emphasizes the importance of collaboration and co-creation of value, provides a common language and set of concepts, and encourages the use of a continuous improvement approach to adapt and evolve the service management approach.

What is the difference between service value and service value creation?

Service value and service value creation are closely related concepts in ITIL 4.

Service value refers to the outcome of the service management activities that provide value to the customers, users and the organization. This includes the ability of the service to meet the needs of the customer and deliver value to the organization, which is measured by the service performance and the customer satisfaction.

Service value creation, on the other hand, refers to the process of creating service value. It is the set of activities that are done to design, develop, deliver, and improve the services. This process includes activities such as service design, service transition, service operation and continual service improvement.

In short, service value is the outcome of the service management activities, while service value creation is the process of creating that outcome. The service value creation process is the means to an end, while the service value is the end. The service value creation process should be designed and executed in a way that it will provide the desired service value to the customers, users and the organization.

1. Which processes does ITIL V3 framework include?

Ans. ITIL V3 builds ITIL processes into 5 service lifecycle steps:

Service approach
Service design
Transition
Service operation
Recurrent service improvement

2. What do you understand by ITIL?

Ans. ITIL holds for Information Technology Infrastructure Library. It is a collection of rules that serves software experts to give brilliant IT services.

3. State some features of the ITIL?

Ans. Some essential features of ITIL are:

Based on a single language/technology
Service desk abilities
Knowledge-centered maintenance
Delivers regular quality
Data integration abilities
Strong process automation skills
Deployment flexibility

4. What is ITSM?

Ans. ITSM or we can say Information Technology Service Management is the action of taking the assistance of people, methods, and technology to achieve IT co-operations and support internal consumers.

5. Is there any advantages of using the ITIL?

Ans. The benefits of ITIL are-

Raises customer satisfaction
Assists financial superintendence
Encourages the service availability
Renders support to establish a clear and correct structure of an organization or firm
Helps to accomplish and observe all the infrastructure co-operations
Allows the space to enhance the whole decision-making method

6. Name the seven steps included in the continuous service improvement.

Ans. The 7 steps associated with continuous service improvement are:

Finding the center to improve
Knowing what to measure
Collecting the essential data
Data processing
Analyzing both knowledge and data
Proper management of information.
Implementation the significant improvements

7. What processes are used by the Service Desk?

Ans. Workflow and procedure designs are used by the service desk.

8. Explain the Service Level Agreement.

Ans. A Service Level Agreement is a delegation among a service giver and the end-user. It describes the level of service, which is pretended by this service provider.

9. Tell us the difference among ITIL and COBIT?

Ans. The contrast between ITIL and COBIT is,

ITIL

It is practiced for the Information Technology Service Management
It enables us to consolidate guidelines of business
It has different peculiarities including designs, operation implementations, service strategies, and transitions.

COBIT

COBIT is practiced to combine information and technology.
It provides us to get guidelines for the business operations
It emphasizes maturity prototypes, control purposes, and administration guidelines

10. Describe different service providers that are an element of the ITIL means.

Ans. Several service providers that are components of the ITIL process are:

Internal service provider: ISP is a dedicated source of a business system and can handle the internal organization.
External service provider: ESP presents IT services to external consumers. It is not restricted to any market, personal, or business.
Shared services Unit: SSU is an independent unit that performs as an enlargement of ISPs.

11. What is the event management in ITIL

Ans. Event management is practiced to guarantee configuration items and settings are continually monitored. It can also be utilized to filter and characterize events to know special actions.

12. Explain Incident Management.

Ans. ITIL Incident Management is the action of restoring the co-operations as promptly as possible after an incident. It is an important component to identify and report the incident.

13. How are ICT and BCP related?

Ans. BCP is a methodical method to predict, check, and accomplish ICT, and covers–

IT disaster recovery preparation
More extensive IT resilience planning
Components of IT infrastructure, and assistance related to (voice) telephonic and data transmissions

14. Describe the purpose of ‘Design and Transition’ on the Service Value Chain.

Ans. The service value chain includes 6 exercises that facilitate the formulation of value. The design and transition element will assist organizations to guarantee the products and assistance are up to the quality, price, and other necessary standards set by the stakeholders.

15. Define the Operational Level Agreement.

Ans. Operational Level Agreements determine the connection between an IT Service Provider and an institution endeavoring the assistance of the service provider. It is an imperative part of the ITIL and ITSM structures and survives at the operational level.

16. Tell us something about change management?

Ans. Change management is an assortment of people who recognize and recommend the possible changes to the software. It provides reviewing the necessary changes that are inclined to happen in the future. By administration, it indicates they guarantee that the changes don’t have any adverse impact on the system.

17. What is the aim of the Problem Management in ITIL?

Ans. The objectives of Problem Management in ITIL are:

Identifying and troubleshooting the possibly recurring incidents
Determining the root cause
Taking measures to stop the incident from reoccurring

18. Name the processes included in the Design of Services.

Ans. The methods associated with the design of the service are:

Designing coordination
Service level administration
Capacity management
Service catalog administrators
Information security supervision
IT service connection management
Supply Management

19. Define Known Error?

Ans. A Known Error is a query that has a documented root cause and a workaround.

20. Explain Balanced ScoreCard.

Ans. A Balanced ScoreCard (BSC) is an imperative planning and administration system that is used widely in the government, business, and nonprofit businesses worldwide. It is a component of ITIL 4 transformation that evaluates an organization from 4 different aspects to regulate its health.

21. Tell us the fundamental difference among change requests and a service request?

Ans. A change request is a suggestion to make modifications in an appropriate system or result. While a service request is proposed by the user and is a request for IT service entrance and changing of standard.

22. What are the goals of the Service Continuity Management?

Ans. The aims of the IT Service Continuity Management are:

Estimating the risks.
Testing back-out classifications.
Drawing up back-out situation

23. Define (OLA) Operational Level Agreement.

Ans. Operational Level Agreement is a record, which highlights the various IT groups in an organization and how they build their assistance to support the SLAs.

24. What are the elements of the service management?

Ans. The Components are:

Inventory control.
Parts supply administration.
Parts demand administration.
Service parts administration.
Fulfillment operations & logistics.

25. What’s the contrast among the proactive and reactive problem administration?

Ans. Reactive problem administration recognizes and reduces the root cause of observed incidents. On the opposite hand, proactive problem management limits incidents by detecting possible problems and failures in the IT infrastructure.

26. Describe the four dimensions of Service Desk in the ITIL 4 version.

Ans. The four dimensions of Service Desk in ITIL 4 version are:

Organizations and people –incorporates the service administration team that operates, designs, and switches service offerings.
Information and Technology – The service department must have an information system to maintain it.
Value streams and processes – Built by workflows and methods to best assist service requests and events
Partners and suppliers – 3rd parties included, like an outsourcing Service Desk.

27. What are the duties of an ITIL Service Desk?

Ans. Obligations of an ITIL Service Desk are:

To log, classifying and prioritizing the incidents
To examining the incidents
Resolving incident
Incident administration reporting

28. Name the ITIL methods according to V3 edition.

Ans. The methods are – service strategy, service transition, service design, service operation, and continual service improvement (CSI).

29. Explain a CAB.

Ans. (Change Advisory Board) CAB is a collection of people who are included in the change management method. They are essentially deal with prioritization, authorization, assessment, and scheduling of the modifications.

30. Explain Freeze period in ITIL.

Ans. The freeze period in the ITIL is a precise time period in the development, after which severity and strictness and are observed. It requires rules for making changes to the source code.

31. What are the practices of the Service transition?

Ans. Service transition has many uses. Few comprehend,

Providing quality education in terms of change, release, and deployment
Enduring and Planning the capacity, resources, and obliges to achieve a release
Assuring that every assistance can be administered well, maintained, and supported.

32. Explain alert in the event management process?

Ans. An alert states that a specific type of negligence had taken position. Alerts are maintained and created by system management accessories. The event management process controls the alerts.

33. Explain the RACI model.

Ans. RACI describes as:

Responsible: Responsibilities that are ascribed to a person in sequence to accomplish a special task.
Accountable: The person is responsible for a particular task.
Consulted: Groups or people interviewed for the task.
Informed: People who are saved are informed about the modern methods of the task.

34. Do you have any sort of certification to increase your possibilities?

Ans. Normally, interviewers see candidates who are thinking about changing their career opportunities by providing the use of further mechanisms like certifications. Credentials are conclusive evidence that the candidate has put in all efforts to acquire new abilities, understand them, and put them into practice at the most notable of their ability.

35. Do you have any experience operating in an identical industry like ours?

Ans. Here comes an unexpected question. It seeks to assess if the candidate has the industry-specific abilities that are obliged for simultaneous performance. Even if you do not include all of the abilities and experience, make sure to thoroughly explain how you can however make utilization of the skills and knowledge you’ve accomplished in the past to help the company.

Well, we believe that we have raised a good sum of ITIL® 4 Foundation interview questions in this report. This was a spectacle that insisted on the top questions enveloped in ITIL® 4 Foundation. First thing is to make sure that the applicant has all the elements. Best of luck with your interview!