ITIL Interview Questions For Freshers
  1. Can you explain the concept of a service level agreement (SLA)?
  2. How would you define ITIL?
  3. What are the five stages of the ITIL service lifecycle?
  4. How does ITIL help organizations manage IT services?
  5. What is the role of a service desk in ITIL?
  6. What is the difference between change management and configuration management?
  7. Can you explain the concept of a service catalog?
  8. What is the purpose of ITIL's continual service improvement (CSI) stage?
  9. How would you define ITIL's problem management process?
  10. What is the role of a change advisory board (CAB) in ITIL?
  11. What is the difference between an incident model and a problem model?
  12. How does ITIL align with other frameworks, such as COBIT and ISO 20000?
  13. What is the difference between service strategy and service design in ITIL?
  14. Can you explain the concept of a known error database (KEDB)?
  15. What is the purpose of ITIL's service transition stage?
  16. How does ITIL define a service asset and configuration item (SACM)?
  17. What is the purpose of ITIL's service operation stage?
  18. How would you define ITIL's incident management process?
  19. What is the difference between a service request and an incident?
  20. How does ITIL define a service provider?
  21. What is the difference between a service level target and a service level objective?
  22. Can you explain the concept of a problem statement?
  23. What is the purpose of ITIL's service strategy stage?
  24. How does ITIL define a service portfolio?
  25. How does ITIL define a service level target (SLT)?
  26. What is the purpose of ITIL's service validation and testing process?
  27. How does ITIL define a change advisory board (CAB)?
  28. What is the role of a problem owner in ITIL?
  29. How would you design an event management process for a medium-sized organization?
  30. Can you describe a time when you had to resolve an incident while following ITIL's incident management process?
  31. What steps would you take to resolve a problem that has been recurring for several weeks in accordance with ITIL's problem management process?
  32. Can you walk me through how you would manage a change that has a high impact on a business-critical service?
  33. How would you handle a service request that is not covered by the service catalog?
  34. How would you handle a situation where an SLA breach has occurred?
  35. What is the purpose of ITIL's service reporting process?
  36. How does ITIL define a service level agreement (SLA) breach?
  37. What is the role of a service owner in ITIL?
  38. How would you define ITIL's service level management process?
  39. How does ITIL define a known error?
  40. Can you describe a time when you had to escalate a problem to a higher level while following ITIL's problem management process?
  41. What steps would you take to manage a change that is not approved by the change advisory board (CAB)?
  42. How would you manage an incident that requires input from multiple teams?
  43. Can you walk me through how you would handle a request for change (RFC) that is not submitted with all the required information?
  44. How would you handle a situation where there is a conflict between two service level agreements (SLAs)?
ITIL Intermediate Interview Questions
  1. How would you design a change management process for a large enterprise?
  2. Can you explain the concept of a change model in ITIL?
  3. What is the role of a change manager in ITIL?
  4. How does ITIL define a service desk?
  5. What is the difference between a proactive problem and a reactive problem in ITIL?
  6. Can you explain the concept of a problem record in ITIL?
  7. How would you design an incident management process for a global organization?
  8. What is the purpose of ITIL's service level management process?
  9. How does ITIL define a service level agreement (SLA)?
  10. What is the difference between an operational level agreement (OLA) and a service level agreement (SLA)?
  11. How would you define ITIL's release and deployment management process?
  12. Can you explain the concept of a release unit in ITIL?
  13. What is the purpose of ITIL's service catalog management process?
  14. How does ITIL define a service request?
  15. What is the difference between a change advisory board (CAB) and an emergency change advisory board (ECAB)?
  16. How would you design a problem management process for a large enterprise?
  17. What is the role of a problem manager in ITIL?
  18. How does ITIL define a service asset and configuration item (SACM) system?
  19. What is the purpose of ITIL's event management process?
  20. Can you explain the concept of a service knowledge management system (SKMS) in ITIL?
  21. How would you design a service level management process for a small organization?
  22. What is the role of a service level manager in ITIL?
  23. How does ITIL define a service portfolio management process?
  24. What is the purpose of ITIL's capacity management process?
  25. Can you explain the concept of a capacity plan in ITIL?
  26. How does ITIL define a service level package (SLP)?
  27. What is the purpose of ITIL's service portfolio management process?
  28. How does ITIL define a release policy?
  29. What is the role of a release manager in ITIL?
  30. How would you design a service level management process for a medium-sized organization?
  31. How does ITIL define a service level package (SLP)?
  32. What is the purpose of ITIL's service portfolio management process?
  33. How does ITIL define a release policy?
  34. What is the role of a release manager in ITIL?
  35. How would you design a service level management process for a medium-sized organization?
  36. What is the purpose of ITIL's service continuity management (SCM) process?
  37. How does ITIL define a change model?
  38. What is the role of a change initiator in ITIL?
  39. How would you design an availability management process for a business-critical service?
  40. How does ITIL define a problem record?
  41. What is the purpose of ITIL's service continuity management (SCM) process?
  42. How does ITIL define a change model?
  43. What is the role of a change initiator in ITIL?
  44. How would you design an availability management process for a business-critical service?
  45. How does ITIL define a problem record?
ITIL Interview Questions For Experienced
  1. How would you design a service strategy for a global organization?
  2. Can you explain the concept of service integration and management (SIAM)?
  3. What is the purpose of ITIL's knowledge management process?
  4. How does ITIL define a service knowledge management system (SKMS)?
  5. What is the role of a knowledge manager in ITIL?
  6. How would you design a service transition process for a complex IT environment?
  7. Can you explain the concept of a service acceptance criteria (SAC) in ITIL?
  8. What is the purpose of ITIL's service asset and configuration management (SACM) process?
  9. How does ITIL define a change schedule?
  10. How would you design a service request fulfillment process for a large organization?
  11. Can you explain the concept of a problem review in ITIL?
  12. What is the purpose of ITIL's availability management process?
  13. How does ITIL define a major incident?
  14. How would you design an IT service continuity management process for a critical business service?
  15. Can you explain the concept of a disaster recovery plan (DRP) in ITIL?
  16. What is the purpose of ITIL's financial management for IT services (FMITS) process?
  17. How does ITIL define a service design package (SDP)?
  18. How would you design a service level management process for a complex IT environment?
  19. Can you explain the concept of a service improvement plan (SIP) in ITIL?
  20. What is the purpose of ITIL's supplier management process?
  21. How does ITIL define a service pipeline?
  22. How would you design an availability management process for a highly available service?
  23. Can you explain the concept of a request for change (RFC) in ITIL?
  24. What is the purpose of ITIL's problem management escalation process?
  25. How does ITIL define a service reporting process?
  26. How does ITIL define a service knowledge management system (SKMS)?
  27. What is the purpose of ITIL's change evaluation process?
  28. How does ITIL define a problem control process?
  29. What is the role of a service transition manager in ITIL?
  30. Can you describe a time when you had to manage a major change in accordance with ITIL's change management process?
  31. What steps would you take to manage a problem that requires a root cause analysis while following ITIL's problem management process?
  32. How would you handle a situation where a change request is rejected by the change advisory board (CAB)?
  33. Can you walk me through how you would manage a service outage that is affecting multiple customers?
  34. How would you handle a situation where a service provider is not meeting its SLA commitments?
  35. How would you design a service catalog for a large organization?
  36. What is the purpose of ITIL's service asset and configuration management (SACM) database?
  37. How does ITIL define a service request model?
  38. What is the role of a service asset and configuration manager in ITIL?
  39. How would you design a problem management escalation process for a global organization?
  40. How does ITIL define a service acceptance test (SAT)?
  41. 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?
  42. What steps would you take to manage a change that requires approval from multiple change advisory boards (CABs)?
  43. How would you handle a situation where a service provider is not meeting its obligations due to a lack of resources?
  44. Can you walk me through how you would handle a situation where a service outage is caused by a third-party supplier?
  45. How would you handle a situation where there is a conflict between the service catalog and the service level agreement (SLA)?