- Can you explain the concept of a service level agreement (SLA)?
- How would you define ITIL?
- What are the five stages of the ITIL service lifecycle?
- How does ITIL help organizations manage IT services?
- What is the role of a service desk in ITIL?
- What is the difference between change management and configuration management?
- Can you explain the concept of a service catalog?
- What is the purpose of ITIL's continual service improvement (CSI) stage?
- How would you define ITIL's problem management process?
- What is the role of a change advisory board (CAB) in ITIL?
- What is the difference between an incident model and a problem model?
- How does ITIL align with other frameworks, such as COBIT and ISO 20000?
- What is the difference between service strategy and service design in ITIL?
- Can you explain the concept of a known error database (KEDB)?
- What is the purpose of ITIL's service transition stage?
- How does ITIL define a service asset and configuration item (SACM)?
- What is the purpose of ITIL's service operation stage?
- How would you define ITIL's incident management process?
- What is the difference between a service request and an incident?
- How does ITIL define a service provider?
- What is the difference between a service level target and a service level objective?
- Can you explain the concept of a problem statement?
- What is the purpose of ITIL's service strategy stage?
- How does ITIL define a service portfolio?
- How does ITIL define a service level target (SLT)?
- What is the purpose of ITIL's service validation and testing process?
- How does ITIL define a change advisory board (CAB)?
- What is the role of a problem owner in ITIL?
- How would you design an event management process for a medium-sized organization?
- Can you describe a time when you had to resolve an incident while following ITIL's incident management process?
- What steps would you take to resolve a problem that has been recurring for several weeks in accordance with ITIL's problem management process?
- Can you walk me through how you would manage a change that has a high impact on a business-critical service?
- How would you handle a service request that is not covered by the service catalog?
- How would you handle a situation where an SLA breach has occurred?
- What is the purpose of ITIL's service reporting process?
- How does ITIL define a service level agreement (SLA) breach?
- What is the role of a service owner in ITIL?
- How would you define ITIL's service level management process?
- How does ITIL define a known error?
- Can you describe a time when you had to escalate a problem to a higher level while following ITIL's problem management process?
- What steps would you take to manage a change that is not approved by the change advisory board (CAB)?
- How would you manage an incident that requires input from multiple teams?
- Can you walk me through how you would handle a request for change (RFC) that is not submitted with all the required information?
- How would you handle a situation where there is a conflict between two service level agreements (SLAs)?
- How would you design a change management process for a large enterprise?
- Can you explain the concept of a change model in ITIL?
- What is the role of a change manager in ITIL?
- How does ITIL define a service desk?
- What is the difference between a proactive problem and a reactive problem in ITIL?
- Can you explain the concept of a problem record in ITIL?
- How would you design an incident management process for a global organization?
- What is the purpose of ITIL's service level management process?
- How does ITIL define a service level agreement (SLA)?
- What is the difference between an operational level agreement (OLA) and a service level agreement (SLA)?
- How would you define ITIL's release and deployment management process?
- Can you explain the concept of a release unit in ITIL?
- What is the purpose of ITIL's service catalog management process?
- How does ITIL define a service request?
- What is the difference between a change advisory board (CAB) and an emergency change advisory board (ECAB)?
- How would you design a problem management process for a large enterprise?
- What is the role of a problem manager in ITIL?
- How does ITIL define a service asset and configuration item (SACM) system?
- What is the purpose of ITIL's event management process?
- Can you explain the concept of a service knowledge management system (SKMS) in ITIL?
- How would you design a service level management process for a small organization?
- What is the role of a service level manager in ITIL?
- How does ITIL define a service portfolio management process?
- What is the purpose of ITIL's capacity management process?
- Can you explain the concept of a capacity plan in ITIL?
- How does ITIL define a service level package (SLP)?
- What is the purpose of ITIL's service portfolio management process?
- How does ITIL define a release policy?
- What is the role of a release manager in ITIL?
- How would you design a service level management process for a medium-sized organization?
- How does ITIL define a service level package (SLP)?
- What is the purpose of ITIL's service portfolio management process?
- How does ITIL define a release policy?
- What is the role of a release manager in ITIL?
- How would you design a service level management process for a medium-sized organization?
- What is the purpose of ITIL's service continuity management (SCM) process?
- How does ITIL define a change model?
- What is the role of a change initiator in ITIL?
- How would you design an availability management process for a business-critical service?
- How does ITIL define a problem record?
- What is the purpose of ITIL's service continuity management (SCM) process?
- How does ITIL define a change model?
- What is the role of a change initiator in ITIL?
- How would you design an availability management process for a business-critical service?
- How does ITIL define a problem record?
- How would you design a service strategy for a global organization?
- Can you explain the concept of service integration and management (SIAM)?
- What is the purpose of ITIL's knowledge management process?
- How does ITIL define a service knowledge management system (SKMS)?
- What is the role of a knowledge manager in ITIL?
- How would you design a service transition process for a complex IT environment?
- Can you explain the concept of a service acceptance criteria (SAC) in ITIL?
- What is the purpose of ITIL's service asset and configuration management (SACM) process?
- How does ITIL define a change schedule?
- How would you design a service request fulfillment process for a large organization?
- Can you explain the concept of a problem review in ITIL?
- What is the purpose of ITIL's availability management process?
- How does ITIL define a major incident?
- How would you design an IT service continuity management process for a critical business service?
- Can you explain the concept of a disaster recovery plan (DRP) in ITIL?
- What is the purpose of ITIL's financial management for IT services (FMITS) process?
- How does ITIL define a service design package (SDP)?
- How would you design a service level management process for a complex IT environment?
- Can you explain the concept of a service improvement plan (SIP) in ITIL?
- What is the purpose of ITIL's supplier management process?
- How does ITIL define a service pipeline?
- How would you design an availability management process for a highly available service?
- Can you explain the concept of a request for change (RFC) in ITIL?
- What is the purpose of ITIL's problem management escalation process?
- How does ITIL define a service reporting process?
- How does ITIL define a service knowledge management system (SKMS)?
- What is the purpose of ITIL's change evaluation process?
- How does ITIL define a problem control process?
- What is the role of a service transition manager in ITIL?
- Can you describe a time when you had to manage a major change in accordance with ITIL's change management process?
- What steps would you take to manage a problem that requires a root cause analysis while following ITIL's problem management process?
- How would you handle a situation where a change request is rejected by the change advisory board (CAB)?
- Can you walk me through how you would manage a service outage that is affecting multiple customers?
- How would you handle a situation where a service provider is not meeting its SLA commitments?
- How would you design a service catalog for a large organization?
- What is the purpose of ITIL's service asset and configuration management (SACM) database?
- How does ITIL define a service request model?
- What is the role of a service asset and configuration manager in ITIL?
- How would you design a problem management escalation process for a global organization?
- How does ITIL define a service acceptance test (SAT)?
- Can you describe a time when you had to manage a problem that was escalated to the highest level while following ITIL's problem management process?
- What steps would you take to manage a change that requires approval from multiple change advisory boards (CABs)?
- How would you handle a situation where a service provider is not meeting its obligations due to a lack of resources?
- Can you walk me through how you would handle a situation where a service outage is caused by a third-party supplier?
- How would you handle a situation where there is a conflict between the service catalog and the service level agreement (SLA)?