Top ITIL Interview Questions & Answers

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ITIL interview questions


As defined by Wikipedia, ITIL (formally an acronym for Information Technology Infrastructure Library) is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. The IT industry is a dynamic one, with constant changes in the service structure and practices. This makes it difficult for professionals to deliver good quality service constantly. ITIL helps professionals to overcome these difficulties.

There is a great demand for ITIL certified professionals in the IT industry, with companies looking to improve their project delivery and service through the use of best practices. It is always good to get ahead of the competition by taking an ITIL certification course and improve your chances of getting a better job. However, you also need to be able to crack an interview to make that career route possible.

To help you prepare better for your next ITIL interview, here are some of the carefully picked ITIL interview questions that are generally asked:


Q1. What is ‘change request’ in ITIL?


Ans. A change request is a formal proposal for an alteration to some product or system.


Q2. What is a ‘service request’?


Ans. A service request is a user request for information or advice, or for a standard change or for access to an IT service.


Q3. What are the ITIL processes according to V3 edition?


Ans. The processes are – service strategy, service design, service transition, service operation, and continual service improvement (CSI).


Q4. Who decides the categorization of a proposed change within an ITIL compliant Change Management process?


Ans. This is the task of the Change Manager. A Change Manager will plays a key role in ensuring that the projects (change initiatives) meet their objectives within timelines and said budgets by increasing employee adoption and usage.


Q5. What is SLA?


Ans. A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider.


Q6. Name the 3 types of SLAs?


  • A customer service level agreement is an agreement between the service provider and an external customer.
  • An internal service level agreement is an agreement between you and an internal customer (such as another organization, site, or department).
  • A vendor service level agreement is an agreement between you and the vendor.


Also Read>> ITIL Certification: Key to Service Strategy


Q7. What two Service Management processes will most likely use risk analysis and management methodology?


Ans. The two service management processes are- Availability Management and IT Service Continuity Management.


Q8. What is an OLA?


Ans. An operational-level agreement (OLA) defines the interdependent relationships in support of a service-level agreement (SLA).


Q9. What are the different Knowledge Management Systems (KMS)?


Ans. They are – CMIS (Capacity Management Information System), AMIS (Availability Management Information System), KEDB (Known Error Database), CMDB (Configuration Management Database), DML (Definitive Media Library), and SKMS (Service Knowledge Management System).


Q10. What is the relation between Availability, Availability service time and downtime?


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


Also Read>> Top Most Paying Technology Certifications!


Q11. What is Plan-Do-Check-Act (PDSA) cycle?


Ans. The PDSA Cycle is a systematic series of steps for gaining valuable learning and knowledge for the continual improvement of a product or process. Also known as the Deming Wheel, or Deming Cycle, the concept and application was first introduced to Dr. Deming by his mentor, Walter Shewhart of the famous Bell Laboratories in New York.


Q12. Define the four phases in the PDSA cycle?


Ans. Plan: Identifying and analyzing the problem.

Do: Developing and testing a potential solution.

Check: Measuring how effective the test solution was, and analyzing whether it could be improved in any way.

Act: Implementing the improved solution fully.



Q13. What are the 7 R’s of change management?


Ans. The Seven R’s of Change Management are:

Who RAISED the Change?

What is the REASON for the change?

What RETURN will the change deliver?

What RISKS are there is we do or do not carry out the change?

What RESOURCES will be required to perform this change?

Who is RESPONSIBLE for this change being performed?

What RELATIONSHIPS are there between this and other changes?


Q14. What type of information is stored in a CMDB?


Ans. CMDB contains contents that are intended to hold a collection of IT assets commonly referred to as configuration items (CI) as well as descriptive relationships between such assets.


Q15. What is the difference between end-users and customers?


Ans. An end user or end customer directly receives the service or employs the product.

A customer may or may not have the ability to choose between different products and suppliers.


Q16. What is difference between Expedite / Urgent Change and Emergency Change?


Ans. An ITIL emergency change is the highest priority change that can be defined in an organization. An expedited change is a change that meets a critical business requirement without the normal review and approval time.


Q17. What is CAB?


Ans. CAB (Change Advisory Board) is an authoritative and representative group of people who are responsible for assessing, from both a business and a technical viewpoint, all high impact Requests for Change (RFCs).


Q18. What is a PIR?


Ans. Post Implementation Review (PIR) is that which takes place after a change or a project has been implemented.


Q19. Explain service portfolio, service catalogue and service pipeline.


Ans. Service portfolio refers to the services provided by service provider across all Market and all customers.

Service Catalogue is the sub set of Service portfolio. Services ready to be offered to customers is listed in service catalogue.

Service Pipeline consists of services under development.


Q20. What is freeze period?


Ans. Freeze period is a point in time in the development process after which the rules for making changes to the source code or related resources become stricter, or the period during which those rules are applied.

The above questions and answers will help you to prepare well for your next ITIL interview and you can come out with flying colours. Always be prepared to answer all types of questions — technical skills, interpersonal, leadership or methodology. If you are someone who wants to get ahead in the software development field, you can take the help of an ITIL certification course to understand the techniques and skills required to be an expert in the field.



About the Author

Hasibuddin Ahmed

Hasibuddin Ahmed

Hasib is a professional writer associated with He has written a number of articles related to technology, marketing, and career on various blogs and websites. As an amateur career guru, he often imparts nuggets of knowledge related to leadership and motivation. He is also an avid reader and passionate about the beautiful game of football.