ITIL (Information Technology Infrastructure Library) Test

Q: Can I combine ITIL Test with another skill?

Yes, recruiters can request a custom test that includes multiple skills. For example, you can combine the ITIL Test with Project Management Test to assess both IT service management and project management skills.

Q: What skills are evaluated in the ITIL Test?

The ITIL Test covers skills such as IT Service Continuity Planning, Service Desk, Release Management Process, Service Capacity Management, Configuration Management Plan, Problem Management, Capacity Management, and IT Financial Management.

Q: How to use ITIL Test in my hiring process?

We recommend using the ITIL Test as a pre-screening tool. You can add a link to the assessment in your job post or invite candidates by email. It helps identify skilled candidates earlier.

The ITIL (Information Technology Infrastructure Library) Online Test uses scenario-based multiple choice questions to evaluate candidates on their knowledge and understanding of ITIL, service strategy, service design, service transition, service operation, and continual service improvement. The test aims to determine candidates' ability to apply ITIL principles and practices to real-world scenarios, as well as their familiarity with ITIL terminology, concepts, and processes.

Covered skills:

IT Service Continuity Plan
Service Desk
Release Management Process
Service Capacity Management
Configuration Management Plan
Problem Management
Capacity Management
IT Financial Management

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About the ITIL (Information Technology Infrastructure Library) Assessment Test

The ITIL (Information Technology Infrastructure Library) Test helps recruiters and hiring managers identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions. It reduces the administrative overhead of interviewing too many candidates and saves time by filtering out unqualified candidates at the first step of the hiring process.

The test screens for the following skills that hiring managers look for in candidates:

Ability to develop an effective IT Service Continuity Plan
Ability to provide efficient support through Service Desk
Ability to implement and manage the Release Management Process
Ability to manage Service Capacity effectively
Ability to develop and maintain a comprehensive Configuration Management Plan
Ability to analyze and resolve problems through Problem Management
Ability to optimize and manage IT resources through Capacity Management
Ability to manage financial aspects of IT services through IT Financial Management

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Non-googleable questions

We have a very high focus on the quality of questions that test for on-the-job skills. Every question is non-googleable and we have a very high bar for the level of subject matter experts we onboard to create these questions. We have crawlers to check if any of the questions are leaked online. If/ when a question gets leaked, we get an alert. We change the question for you & let you know.

How we design questions

These are just a small sample from our library of 15,000+ questions. The actual questions on this ITIL (Information Technology Infrastructure Library) Test will be non-googleable.

🧐 Question
Easy ITIL Inventory Principle Start With Existing Systems Don't Reinvent The Wheel	Solve
City Mont school is looking to build a service to automatically fulfill food coupon orders for the staff members. Currently food coupons are filled manually by the cafeteria head once an order is received from a staff member by copy-pasting the coupon number from a spreadsheet into an email template and sending the emails out to the staff members. To automate this process, the project lead first takes an inventory of current services, procedures and processes that are being used by the cafeteria head to see if it is possible to reuse them. What guiding principle best describes this scenario? A: Focus on value B: Collaborate and promote visibility C: Start where you are D: Keep it simple and practical
Medium Problem Management Prioritization Problem Management Root Cause Analysis Service Operation	Solve
A retail company's IT department has identified the following problems. Based on the criteria below, which problem should be addressed FIRST? Criteria for Financial Impact: - High: >$100,000 potential loss - Medium: $50,000-$100,000 potential loss - Low: <$50,000 potential loss Criteria for Frequency: - High: >10 incidents per week - Medium: 5-10 incidents per week - Low: <5 incidents per week A: Intermittent POS system crashes causing $20,000 loss per week, occurring 12 times per week B: ERP system performance degradation causing $75,000 loss per month, occurring 6 times per week C: Data center cooling system fluctuations causing $150,000 potential loss over the year, occurring 3 times per week D: Website payment gateway timeouts causing $40,000 loss per week, occurring 8 times per week E: Inventory system synchronization delays causing $60,000 loss per month, occurring 4 times per week
Medium Release Management Risk Analysis Release Management Risk Management Service Transition	Solve
An organization is planning a major ERP system release. Given the following risk assessment data, which mitigation strategy should be prioritized FIRST? Risk Assessment Data: 1. Database corruption during migration - Probability: 15% - Impact: Complete system failure - Recovery time: 48 hours - Financial loss: $200,000 2. Integration failure with legacy systems - Probability: 35% - Impact: Partial functionality loss - Recovery time: 24 hours - Financial loss: $150,000 3. User access issues - Probability: 60% - Impact: Productivity loss - Recovery time: 8 hours - Financial loss: $75,000 4. Performance degradation - Probability: 45% - Impact: Slow processing - Recovery time: 12 hours - Financial loss: $100,000 A: Create comprehensive database backup and test restoration procedures B: Implement automated user access provisioning system C: Conduct extensive integration testing with all legacy systems D: Deploy additional server capacity for performance management E: Delay the release until all risks are below 25% probability
Easy Service Request vs Incident Service Request Management Incident Management Classification	Solve
Which of the following scenarios should be classified as a Service Request rather than an Incident? A: User's computer won't start B: User cannot log into their account despite correct password C: Email server is responding slowly D: Printer is showing error messages E: User needs a password reset for their account

	🧐 Question	🔧 Skill
	Easy ITIL Inventory Principle Start With Existing Systems Don't Reinvent The Wheel	2 mins ITIL	Solve
City Mont school is looking to build a service to automatically fulfill food coupon orders for the staff members. Currently food coupons are filled manually by the cafeteria head once an order is received from a staff member by copy-pasting the coupon number from a spreadsheet into an email template and sending the emails out to the staff members. To automate this process, the project lead first takes an inventory of current services, procedures and processes that are being used by the cafeteria head to see if it is possible to reuse them. What guiding principle best describes this scenario? A: Focus on value B: Collaborate and promote visibility C: Start where you are D: Keep it simple and practical
	Medium Problem Management Prioritization Problem Management Root Cause Analysis Service Operation	2 mins ITIL	Solve
A retail company's IT department has identified the following problems. Based on the criteria below, which problem should be addressed FIRST? Criteria for Financial Impact: - High: >$100,000 potential loss - Medium: $50,000-$100,000 potential loss - Low: <$50,000 potential loss Criteria for Frequency: - High: >10 incidents per week - Medium: 5-10 incidents per week - Low: <5 incidents per week A: Intermittent POS system crashes causing $20,000 loss per week, occurring 12 times per week B: ERP system performance degradation causing $75,000 loss per month, occurring 6 times per week C: Data center cooling system fluctuations causing $150,000 potential loss over the year, occurring 3 times per week D: Website payment gateway timeouts causing $40,000 loss per week, occurring 8 times per week E: Inventory system synchronization delays causing $60,000 loss per month, occurring 4 times per week
	Medium Release Management Risk Analysis Release Management Risk Management Service Transition	2 mins ITIL	Solve
An organization is planning a major ERP system release. Given the following risk assessment data, which mitigation strategy should be prioritized FIRST? Risk Assessment Data: 1. Database corruption during migration - Probability: 15% - Impact: Complete system failure - Recovery time: 48 hours - Financial loss: $200,000 2. Integration failure with legacy systems - Probability: 35% - Impact: Partial functionality loss - Recovery time: 24 hours - Financial loss: $150,000 3. User access issues - Probability: 60% - Impact: Productivity loss - Recovery time: 8 hours - Financial loss: $75,000 4. Performance degradation - Probability: 45% - Impact: Slow processing - Recovery time: 12 hours - Financial loss: $100,000 A: Create comprehensive database backup and test restoration procedures B: Implement automated user access provisioning system C: Conduct extensive integration testing with all legacy systems D: Deploy additional server capacity for performance management E: Delay the release until all risks are below 25% probability
	Easy Service Request vs Incident Service Request Management Incident Management Classification	2 mins ITIL	Solve
Which of the following scenarios should be classified as a Service Request rather than an Incident? A: User's computer won't start B: User cannot log into their account despite correct password C: Email server is responding slowly D: Printer is showing error messages E: User needs a password reset for their account

	🧐 Question	🔧 Skill	💪 Difficulty	⌛ Time
	ITIL Inventory Principle Start With Existing Systems Don't Reinvent The Wheel	ITIL	Easy	2 mins	Solve
City Mont school is looking to build a service to automatically fulfill food coupon orders for the staff members. Currently food coupons are filled manually by the cafeteria head once an order is received from a staff member by copy-pasting the coupon number from a spreadsheet into an email template and sending the emails out to the staff members. To automate this process, the project lead first takes an inventory of current services, procedures and processes that are being used by the cafeteria head to see if it is possible to reuse them. What guiding principle best describes this scenario? A: Focus on value B: Collaborate and promote visibility C: Start where you are D: Keep it simple and practical
	Problem Management Prioritization Problem Management Root Cause Analysis Service Operation	ITIL	Medium	2 mins	Solve
A retail company's IT department has identified the following problems. Based on the criteria below, which problem should be addressed FIRST? Criteria for Financial Impact: - High: >$100,000 potential loss - Medium: $50,000-$100,000 potential loss - Low: <$50,000 potential loss Criteria for Frequency: - High: >10 incidents per week - Medium: 5-10 incidents per week - Low: <5 incidents per week A: Intermittent POS system crashes causing $20,000 loss per week, occurring 12 times per week B: ERP system performance degradation causing $75,000 loss per month, occurring 6 times per week C: Data center cooling system fluctuations causing $150,000 potential loss over the year, occurring 3 times per week D: Website payment gateway timeouts causing $40,000 loss per week, occurring 8 times per week E: Inventory system synchronization delays causing $60,000 loss per month, occurring 4 times per week
	Release Management Risk Analysis Release Management Risk Management Service Transition	ITIL	Medium	2 mins	Solve
An organization is planning a major ERP system release. Given the following risk assessment data, which mitigation strategy should be prioritized FIRST? Risk Assessment Data: 1. Database corruption during migration - Probability: 15% - Impact: Complete system failure - Recovery time: 48 hours - Financial loss: $200,000 2. Integration failure with legacy systems - Probability: 35% - Impact: Partial functionality loss - Recovery time: 24 hours - Financial loss: $150,000 3. User access issues - Probability: 60% - Impact: Productivity loss - Recovery time: 8 hours - Financial loss: $75,000 4. Performance degradation - Probability: 45% - Impact: Slow processing - Recovery time: 12 hours - Financial loss: $100,000 A: Create comprehensive database backup and test restoration procedures B: Implement automated user access provisioning system C: Conduct extensive integration testing with all legacy systems D: Deploy additional server capacity for performance management E: Delay the release until all risks are below 25% probability
	Service Request vs Incident Service Request Management Incident Management Classification	ITIL	Easy	2 mins	Solve
Which of the following scenarios should be classified as a Service Request rather than an Incident? A: User's computer won't start B: User cannot log into their account despite correct password C: Email server is responding slowly D: Printer is showing error messages E: User needs a password reset for their account

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Why you should use Pre-employment 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.

What topics are covered in the ITIL (Information Technology Infrastructure Library) Test?

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

What roles can I use the ITIL (Information Technology Infrastructure Library) Test for?

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

How is the ITIL (Information Technology Infrastructure Library) Test customized for senior candidates?

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

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Have questions about the ITIL (Information Technology Infrastructure Library) Hiring Test?

What is ITIL Test?

The ITIL (Information Technology Infrastructure Library) Test is an assessment designed to evaluate a candidate's knowledge in IT service management best practices. Recruiters use it to find individuals with the necessary skills for ensuring efficient and effective IT service management.

Can I combine ITIL Test with another skill?

Yes, recruiters can request a custom test that includes multiple skills. For example, you can combine the ITIL Test with Project Management Test to assess both IT service management and project management skills.

What skills are evaluated in the ITIL Test?

The ITIL Test covers skills such as IT Service Continuity Planning, Service Desk, Release Management Process, Service Capacity Management, Configuration Management Plan, Problem Management, Capacity Management, and IT Financial Management.

How to use ITIL Test in my hiring process?

We recommend using the ITIL Test as a pre-screening tool. You can add a link to the assessment in your job post or invite candidates by email. It helps identify skilled candidates earlier.

Can I combine multiple skills into one custom assessment?

Yes, absolutely. Custom assessments are set up based on your job description, and will include questions on all must-have skills you specify. Here's a quick guide on how you can request a custom test.

Do you have any anti-cheating or proctoring features in place?

We have the following anti-cheating features in place:

Non-googleable questions
IP proctoring
Screen proctoring
Web proctoring
Webcam proctoring
Plagiarism detection
Secure browser
Copy paste protection

Read more about the proctoring features.

How do I interpret test scores?

The primary thing to keep in mind is that an assessment is an elimination tool, not a selection tool. A skills assessment is optimized to help you eliminate candidates who are not technically qualified for the role, it is not optimized to help you find the best candidate for the role. So the ideal way to use an assessment is to decide a threshold score (typically 55%, we help you benchmark) and invite all candidates who score above the threshold for the next rounds of interview.

What experience level can I use this test for?

Each Adaface assessment is customized to your job description/ ideal candidate persona (our subject matter experts will pick the right questions for your assessment from our library of 10000+ questions). This assessment can be customized for any experience level.

Does every candidate get the same questions?

Yes, it makes it much easier for you to compare candidates. Options for MCQ questions and the order of questions are randomized. We have anti-cheating/ proctoring features in place. In our enterprise plan, we also have the option to create multiple versions of the same assessment with questions of similar difficulty levels.

I'm a candidate. Can I try a practice test?

No. Unfortunately, we do not support practice tests at the moment. However, you can use our sample questions for practice.

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