ITIL (Information Technology Infrastructure Library) is a package of operations on IT Service Management (ITSM) which centers its attention on aligning IT services with business needs. There are five stages that its processes are grouped: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. This is the called the lifecycle of ITSM. Getting certified in ITIL Key concepts will create more opportunities in the competitive world. One can check the availability of the job across cities including Bangalore, Pune, Chennai and Hyderabad. Wisdomjobs has interview questions which are exclusively designed for job seekers to assist them in clearing job interviews. ITIL Key Concepts interview questions and answers are useful to attend job interviews and get shortlisted for job position.
A Help Desk with ITIL v3 best practices, is one component of the overall service management and will feed information to a Service Desk through software and process hooks. Specifically, the functions outlined in the Service Operations section of the ITIL core service lifecycles are Help Desk functions. These functions include:
1. Event Management
2. Incident Management
3. Request Management
4. Problem Management
5. Access Management
These are not the only functions that a best ....
The processes outlined in ITIL v3 are broken down into five ITIL Core Service Life-cycles.
1. Service Strategy –Evaluate current services and ensure a plan is in place to, modify and implement new and existing services when required.
2. Service Design – Evaluate and ensure a new service will meet current and future needs. Ensure a new service can be introduced into the live environment.
3. Service Transition – Define a plan that ensures no service outages or gaps during a service transi ....
A Service Desk is a Single Point of Contact between users and IT Service Management. It manages information delivery by utilizing Information IT infrastructure Library (ITIL) v3 best practices to deliver these services both with software and defined processes. The Service Desk is the first contact in an organization for any and all IT questions. Best practices Service Desks are process focused and company strategy focused.
A Help Desk provides incident management to ensure customer’s problems are resolved in a timely fashion. A best practices Help Desk utilizes software to track the incidents making sure that no trouble gets lost. It manages a database that keeps track of the IT assets enabling access on a real time basis to information about software and configuration of the IT system. The Help Desk has the ability to create monthly and annual reports on the number of troubles, the time to respond to the trouble, ....
Some of the specific tasks a Help Desk performs include:
1. Computer or Software consultations
2. Change and Configuration Management
3. Problem escalation procedures
4. Problem resolution
5. Single point of contact (SPOC) for IT interruptions
6. Service Level Agreements
7. Tracking capabilities of all incoming problems
1. Service times
2. Required types and levels of support
3. Service level requirements/ targets
4. Mandated technical standards and specification of the technical service interface
6. Costs and pricing
7. Change history
8. List of annexes
Types of testing:
1. Usability testing
2. Accessibility testing
3. Process testing
4. Stress and load testing
5. Availability testing
6. Compatibility testing
7. Security testing
8. Regression testing
2. Interface definitions for the service provider
3. Release plans
4. Acceptance criteria
We use Change Management to standardize our methods and procedures for dealing with changes and thereby reducing risk and disruption. We record all changes to assets or confirmation items in the Configuration Management System. This allows us to define and agree on those changes and ensure that only people who have the appropriate authority can make changes
The Service Catalogue contains a list of services that an organization provides, often to its employees or customers. For each service within the catalogue, we typically include description, time-frames or SLA for fulfilling the service, owners (who is entitled to request/view the service), costs and how to fulfill the service.
An SDP is produced for each new IT service, major change, or IT service retirement.
Critical Success Factor (CSF) is the term for an element that is necessary for an organization or project to achieve its mission. It is what drives the company forward through its strategy.
The Operational Level Agreement is an agreement between an IT service provider and another part of the same organization. This could be the development team, the support team or help-desk.
SACM stands for Service Asset and Configuration Management. By capturing information and keeping it up to date, we help people make informed decisions at the right time. In addition, providing accurate configuration information can proactively help resolve incidents and problems much faster.
2.Clearance information (with location and date)
4.Description/ desired customer outcome
5.Service and asset criticality
6.Reference to further contracts which also apply (e.g. SLA Master Agreement)
1. Service based SLA : An agreement for all the customer using the services being delivered by the service provider.
2. Customer based SLA : An Agreement with an individual customer group, covering all the services they use.
3. Multi level SLA : The SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA.
RDM include the process, system, package, build test and deploy a release in production.
Build Test and Deliver
Management and planning >> Configuration Identification> > Configuration control >> Status accounting and reporting >> Verification and Audit.
CMS is a set of tool and database that are used to manage an IT service provider configuration data.
Asset management maintain all assets across whole service lifecycle.
Maintain complete Asset inventory include non IT inventory related to service.
SACM also maintain information of shared asset (Asset belongs to partners and service provider used by IT services).
Evaluate actual performance of any service changed against its anticipated performance and identifying risk.
CMIS: Capacity Management information system.
AMIS: Availability management .
KEDB: Known error database.
CMDB: Configuration management database.
DML: Definitive media library
SKMS: service knowledge management system
Service validations Validate the service will deliver define performance. Service validation assures quality of service. Service validation is applied throughout the life cycle.
Types of testing.
Proactive change: Changes done for business benefits. Improve service and improve cost efficiency
Reactive change: Change to resolve the error.
Strategic level change:
Manage by the business. These chages are due to change is business stratergy.
Tactical changes :
Change in the business process .manage by middle management .
These changes are due to operational level changes in process .manage by operation staff .
Change management process manages change seeking business benefit.
Make smooth change in IT services as per business requirement. CMS ensure that changes are evaluated and authorized, prioritized, planned, tested, implemented, documented, reviewed and recorded in control manner.
Plan manages service changes and deploys service release in production.
Contract is legally binding agreement between two parties.
Supplier Third part responsible for supplying goods or services.
Supplier management manage services and suppliers.
Initiation -> get requirement and plan -> implementation-> continues improvement
Initiation -> define scope
Get requirement and plan-> BIA RA
Implementation -> develop/test/implement plan Continues improvement- > review Audit
Support the business continuity management process.
Ensure It services will be resumed within define time frame.
> Maintain BCP plans
> Conduct Regular risk Analysis for IT service
> BIA Business Impact analysis if no TO service available
> RA Risk analysis Identify and analysis of risk
> Define ITSCM plan
> Test Plan
Availability % = (Available service time –downtime) / Available service time
Time that the service functioned correctly expressed as a percentage the total time it has been agreed that the IT services are to be accessible to users.
Goal of capacity management is optimization of existing resources and planning future resources.
Review current capacity è Improve existing capacity è Assess new capacityè Plan new capacity
Continuous Availability: design the service to get 100 % availability. ThisService has no unplanned or plan downtime.
Fault Tolerance No interruption in service after the component fail.
How fast service can be restore after failure.
The goals of SLM as defined by ITIL are to maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting upon IT service achievements and instigation of actions to eradicate inadequate service in line with business or cost justification. Through these methods, a better relationship between IT and its Customers can be developed.
Customer – facing services:
These services fascinate customer directly. These are core services .
Business service catalogue is as per customer view .It is maintain for each business unit.
Technical service catalogue contain information about all IT services.
ITIL Concepts Related Tutorials
|ITIL Configuration Management Tutorial||Project Management Tutorial|
|Change Management Tutorial||ITIL Concepts Tutorial|
|Strategic Planning for Project Management Tutorial|
ITIL Concepts Related Interview Questions
|ITIL Configuration Management Interview Questions||Project Management Interview Questions|
|Change Management Interview Questions||Strategic Planning for Project Management Interview Questions|
|PRINCE Interview Questions||Project Manager Interview Questions|
|Project Coordinator Interview Questions||ITIL Service Transition Interview Questions|
Overview Of Configuration Management
Customizing The Configuration Management Process
Choosing The Right Tools
Implementing The Process
Populating The Configuration Management Database
Choosing And Running A Pilot Program
Communication And Enterprise Roll Out
Building A Configuration Management Team
The Many Uses For Configuration Information
Measuring And Improving Cmdb Accuracy
Improving The Business Value Of Configuration Management
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