ITIL Service Transition Interview Questions & Answers

  1. Question 1. What Is Itil?

    Answer :

    • Systematic approach to high quality IT service delivery.
    • Provides common language with well-defined terms.
    • ITIL provide flexible framework to develop service management model for organisation.
  2. Question 2. Itil Based Models Adopted By Organization?

    Answer :

    • Microsoft MOF
    • Hewlett – Packard (HP ITSM Reference Model)
    • IBM (IT Process Model)
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  4. Question 3. Difference Between Itil V3 And V2?

    Answer :

    • Managing services as a portfolio is a new concept in ITIL V3.
    • Service Catalogue Management was added as a new process in ITIL V3.
  5. Question 4. What Is Itil Service Management?

    Answer :

    Service management is a set of specialized organizational capabilities for providing values in the form of service.

    The act of transforming resources into services is the core of service management.

  6. ITIL Configuration Management Tutorial

  7. Question 5. Explain Itil Service Life Cycle Model?

    Answer :

    1. Service Strategy
    2. Service Design
    3. Service Transition
    4. Service Operation,
    5. Continual Service Improvement
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  9. Question 6. Define Service Strategy?

    Answer :

    How to design, develop and implement service management for organization is define under service strategy.

  10. Question 7. Define Service Design?

    Answer :

    How to design develop services and service management and converting service objective in to range of services.

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  12. Question 8. Define Service Transition?

    Answer :

    How to implement services in production as per design services.

    • Coordination and managing of the process.
    • Build, test and deploy a release in to production.
  13. Question 9. Define Service Operations

    Answer :

    • How to manage service on an ongoing basis to ensure their objectives are achieved.
    • Service operation is responsible for all ongoing activates required to support and deliver services.
  14. ITIL Concepts Interview Questions

  15. Question 10. What Is Continues Service Improvement (csi)?

    Answer :

    Continues evolution of service and identify ways to improve services.

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  17. Question 11. Define Service Management?

    Answer :

    Service Management is transforming resources into valuable services.

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  19. Question 12. What Is Service Process Management Process?

    Answer :

    Process is a set of activates designed to achieve a definite objective.

    Input >> Process >> output.

    Process is closed loop.

  20. ITIL Configuration Management Interview Questions

  21. Question 13. What Is Service Management Measurements?

    Answer :

    To manage and control the process it should be monitor and measure.

    Four metrics for performance measurement

    • Progress
    • Compliance
    • Effectiveness
    • Efficiency
  22. ITIL Concepts Tutorial

  23. Question 14. Explain Roles In Service Management?

    Answer :

    Role is a set of connected behaviors or connected actions performed by team or group or person person.

    Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer by understanding the customer’s business and their customer outcomes.

    Product Manager (PM): PMs take responsibility for developing and Managing services across the life-cycle, and have responsibilities for Productive capacity.

  24. Question 15. Explain Raci Model?

    Answer :

    RACI Model clearly defines roles.

    Responsible – Person responsible to get job done.

    Accountable –person accountable for each task.

    Consulted    – people who are consulted.

    Informed – People who are inform on the progress.

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  26. Question 16. What Is Raci-vs?

    Answer :

    Verified – person who checks whether the acceptance criteria have been met.

    Sign off – give the sign off to the project.

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  28. Question 17. Explain Service Strategy?

    Answer :

    Service strategy represents policies and objectives to achieve service goal.

    • Help management to achieve goal.
    • Determine services.
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  30. Question 18. Four Ps Of Service Strategy?

    Answer :

    Perspective: Vision and direction

    Pattern:Way of doing activates

    Position:Basis on which the provider will compete

    Plan:How to achieve the goal

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  32. Question 19. Explain Service Strategy Process?

    Answer :

    1. Define the market.
    2. Define services and potential customers.
    3. Develop the offerings.
    4. Design the service.
    5. Develop strategic asset.
    6. Develop service as strategic asset
    7. Prepare for executions.
    8. Implement the service.
  33. Question 20. Explain Service Portfolio, Service Catalogue And Service Pipeline?

    Answer :

    Service portfolio –>Defines services provided by service provider across all Market and all customers.

    Service Catalogue –>Is the sub set of Service portfolio .Services ready to offer to  customer is listed in service catalogue.

    Service Pipeline –>Is consist of services under development.

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  35. Question 21. Explain Retired Services?

    Answer :

    In service portfolio services which are not in use/outdated due to existing Internal/External constrain are called retired services.

  36. Question 22. Explain Financial Management?

    Answer :

    In service strategy financial management covers budgeting accounting and charging requirements.

    Budgeting >> Provide sufficient funds to run business Cost and income estimation .

    Accounting >>  provide management information on the cost. Cost analysis and reporting.

    Charging >> providing funds by charging back to client.

  37. Question 23. Return On Investment?

    Answer :

    Investment of some resource yielding a benefit to the investor.

    Return on investment (%) = Net profit / Investment × 100

  38. Question 24. Explain Service Portfolio Management?

    Answer :

    SPM is managing all services across the organisation.

    Define    >   Business requirement

    Analyse  >   Plan

    Approve >   Get approvals

    Charter  >   Deploy

    Service portfolio contains all services (  In pipeline/Catalogue/Retired ).

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  40. Question 25. Explain Service Package?

    Answer :

    Set of services available to deliver to customer.

    Service package contain

    1. Core Service package

    Details description of core service.
    2. Service level package

    Level of service offered  Diamond gold silver.

  41. Question 26. What Is Business Relationship Management ?

    Answer :

    Establish relationship with customers, understand customers and fulfil customers need.

  42. Question 27. Explain Service Design?

    Answer :

    Design new or changed service for introduction in to live environment .

    1. Improve Quality of service.
    2. Effective services.
    3. Improve decision making.
  43. ITIL Concepts Interview Questions

  44. Question 28. What Are Types Of Service Provider?

    Answer :

    Type I    >>   Internal service provider.

    Physically located in the organization which it serve.

    Type II   >> Shared services.

    These are autonomous units in the organization like Finance HR.

    Type III >>  External service provider having specific expertise. Consolidate need and

    Offer competitive price.

  45. Question 29. What Is Service Design Package?

    Answer :

    SDP  document  contain  all requirements through each stage of its lifecycle.

    Four P’s of design

    • People
    • Product
    • Processes
    • Partners/Suppliers
  46. Question 30. Service Design Aspects ?

    Answer :

    Set of services available to deliver to customer.

    • Identify business needs.
    • Service portfolio design.
    • Technology architecture.
    • Process design
    • Measurement design
  47. Question 31. What Are The Different Sourcing Options?

    Answer :

    1. In sourcing : Utilize internal organization.
    2. Out sourcing : hire external organization.
    3. Co _sourcing : Combination of In sourcing & Out sourcing.
    4. KPO : Knowledge process outsourcing.
    5. BPO :  Business process outsourcing.
  48. Question 32. Explain Service Catalogue Management?

    Answer :

    SCM Process makes sure service catalogue is created, maintained and contain accurate information.

    Scope; Define the service.

    • Create correct service catalogue.
    • Link service catalogue with service portfolio.
    • Link supporting services with service catalog.
  49. Question 33. Types Of Service Catalogue?

    Answer :

    Business service catalogue is as per customer view .It is maintain for each business unit.

    Technical service catalogue contain information about all IT services.

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  51. Question 34. What Is The Type Of Services?

    Answer :

    Customer – facing services

    These services fascinate customer directly. These are  core services .

    Example HR services

    Supporting services

    Support customer services and not seen directly by costumer

    Email service for HR.

  52. Question 35. What Is Service Level Management?

    Answer :

    The goals of SLM as defined by ITIL are to maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting upon IT service achievements and instigation of actions to eradicate inadequate service in line with business or cost justification.  Through these methods, a better relationship between IT and its Customers can be developed.

  53. Question 36. Explain Sla Types?

    Answer :

    • SLA Agreement between External IT service provider and customer.
    • OLA Agreement between Internal IT service provider and customer.
    • SLR Service level requirement list of all services.
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  55. Question 37. Service Design Availability, Reliability?

    Answer :

    Reliability define service run without interruption

    MTBSI (Mean Time between Service Incidents)

    MTBSI = Available time in hours /Number of breaks.

    MTBF = Total downtime in hours /Number of breaks

  56. Question 38. Service Design Availability Maintainability?

    Answer :

    How fast service can be restore after failure.

    MTRS Mean time to restore service.

    MTRS =Total downtime in hours /Number of service breaks

  57. Question 39. Explain Below Availability Terms?

    Answer :

    Continuous Availability: design the service to get 100 % availability. This Service has no unplanned or planned downtime.

    Fault Tolerance No interruption in service after the component fail.

  58. Question 40. Explain Service Level Management?

    Answer :

    SCM Process makes sure service catalogue is created, maintained and contain accurate information.


    1. Define the service.
    2. Create correct service catalogue.
    3. Link service catalogue with service portfolio.
    4. Link supporting services with service catalog.
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  60. Question 41. Explain Capacity Management Process?

    Answer :

    Goal of capacity management is optimization of existing resources and planning future resources.

    Review current capacity  è Improve existing capacity è Assess new capacity Plan new capacity.

  61. Question 42. Explain The Availability Managements?

    Answer :

    Availability Managements ensures level of service availability.

    • Proactive availability management.
    • Reactive availability management.
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  63. Question 43. Availability Management Information System?

    Answer :

    AAMIS contain

    1. AM data and report
    2. Availability testing plan
    3. Availability plan
    4. Availability Design specification and criteria
  64. Question 44. Define Availability?

    Answer :

    Availability % = (Available service time –downtime) / Available service time

    Time that the service functioned correctly expressed as a percentage the total time it has been agreed that the IT services are to be accessible to users.

  65. Question 45. Itsm It Service Continuity Management?

    Answer :

    Support the business continuity management process.

    Ensure It services will be resumed within define time frame.

    • Maintain BCP plans
    • Conduct Regular risk Analysis for IT service
    • BIA Business Impact analysis if no TO service available
    • RA Risk analysis Identify and analysis of risk
    • Define ITSCM plan
    • Test Plan
  66. Question 46. Explain Work Around Or Common Recovery Options?

    Answer :

    Fast recovery: (HOT standby) Recovery within 24 hours.

    Intermediate recovery: Service is available in parallel setup, mirroring load balancing.

    Gradual recovery: Cold standby Recovery within 3 days (more than 24 hours).

  67. Question 47. What Is Itcm Process?

    Answer :

    Initiation -> get requirement and plan -> implementation-> continuous improvement

    Initiation -> define scope

    Get requirement and plan-> BIA RA

    Implementation -> develop/test/implement plan Continues improvement- > review Audit

  68. Question 48. Explain Information Security Management?

    Answer :

    • ISM ensures protection of information, system provided by IT services to end users.
    • Information Availability right information to right person.
    • Confidentiality disclose information to valid users.
    • Integrity Maintain integrity.
  69. Question 49. Explain Security Controls/measures?

    Answer :

    • Preventive Prevent the event that will affect service Firewall.
    • Reductive Minimize possible damage.
    • Detective discover the event as soon as possible.
    • Corrective repair damage as soon as possible.