ITIL (Information Technology Infrastructure Library) Test

The ITIL (Information Technology Infrastructure Library) Test makes use of scenario-based questions to test for on-the-job skills as opposed to theoretical knowledge, ensuring that candidates who do well on this screening test have the relavant skills. The questions are designed to covered following on-the-job aspects:

• Implementing IT Service Continuity Plan
• Managing Service Desk operations
• Executing Release Management Process
• Ensuring Service Capacity Management
• Developing Configuration Management Plan
• Analyzing Problem Management issues
• Optimizing Capacity Management processes
• Applying IT Financial Management principles
• Troubleshooting Service Desk problems
• Documenting IT Service Continuity Plan

Once the test is sent to a candidate, the candidate receives a link in email to take the test. For each candidate, you will receive a detailed report with skills breakdown and benchmarks to shortlist the top candidates from your pool.

• IT Service Continuity Plan

  The IT Service Continuity Plan is a documented, structured approach that ensures continuity of IT services in the event of a disruption. It includes strategies, policies, and procedures to minimize the impact of incidents and restore normal service operations as quickly as possible.

• Service Desk

  The Service Desk is a centralized point of contact for users to report incidents, request services, and seek assistance. It provides a single interface for communication and coordination between IT and users, enabling effective incident management and service support.

• Release Management Process

  The Release Management Process ensures the smooth and controlled deployment of changes to the IT environment. It includes planning, testing, scheduling, and coordinating releases to minimize risks and disruptions, while maximizing the benefits of the changes.

• Service Capacity Management

  Service Capacity Management is responsible for ensuring that IT infrastructure and resources are capable of meeting the agreed-upon service levels. It involves analyzing, monitoring, and managing the capacity and performance of IT services, to ensure that they meet the current and future demands of the business.

• Configuration Management Plan

  The Configuration Management Plan defines the procedures and controls for managing the configuration items (CIs) within the IT environment. It includes identification, control, status tracking, and reporting of CIs, to ensure accurate and up-to-date information about the IT infrastructure configuration.

• Problem Management

  Problem Management aims to minimize the impact of incidents and prevent their recurrence. It involves identifying the root cause of problems, implementing corrective actions, and initiating proactive measures to reduce the likelihood of future incidents, thereby improving the overall stability and reliability of IT services.

• Capacity Management

  Capacity Management focuses on understanding and meeting the current and future capacity requirements of IT services. It involves capacity planning, monitoring, and optimizing resources to ensure efficient usage, minimize bottlenecks, and deliver the required performance levels to meet business needs.

• IT Financial Management

  IT Financial Management ensures accurate budgeting, accounting, and charging for IT services. It involves cost analysis, budget management, and financial planning to provide transparency and accountability in IT spending, optimize resource allocation, and demonstrate the value of IT investments to the organization.

• Full list of covered topics

  The actual topics of the questions in the final test will depend on your job description and requirements. However, here's a list of topics you can expect the questions for ITIL (Information Technology Infrastructure Library) Test to be based on.

  IT Service Continuity Plan

  Business Impact Analysis

  Risk Assessment

  Disaster Recovery

  Service Desk

  Incident Management

  Request Fulfillment

  Release Management Process

  Change Management

  Release Planning

  Service Capacity Management

  Capacity Planning

  Performance Monitoring

  Load Testing

  Configuration Management Plan

  Configuration Identification

  Configuration Control

  Configuration Audit

  Problem Management

  Root Cause Analysis

  Error Control

  Error Prevention

  Capacity Management

  Capacity Planning

  Resource Optimization

  Demand Management

  IT Financial Management

  Budgeting

  Financial Reporting

  Cost Optimization

• IT Service Manager
• ITIL Consultant IT Operations Manager
• IT Service Desk Manager
• IT Project Manager

For intermediate/ experienced candidates, we customize the assessment questions to include advanced topics and increase the difficulty level of the questions. This might include adding questions on topics like

• Coordinating Release Management activities
• Planning Service Capacity requirements
• Establishing Configuration Management processes
• Resolving Problem Management challenges
• Forecasting Capacity Management needs
• Budgeting and Forecasting IT Financial Management
• Improving Service Desk procedures
• Evaluating Release Management effectiveness
• Optimizing Service Capacity utilization
• Implementing Configuration Management principles