What is ITIL?
Information Technology Infrastructure Library (ITIL) is a collection of comprehensive practices for IT Service Management (ITSM), which focuses on IT services alignment with the requirements of business needs.
It helps businesses to achieve their mission with the best way to plan, manage, and deliver.
Explain the benefits of ITIL.
The major benefits of ITIL are listed below:
- Powerful alignment between the business and IT
- Improves customer satisfaction and service delivery
- Improved utilization of resources by lowering costs
- Comprehensive visibility of IT costs and assets
- Better administration of business risk and service disruption
- Supports constant business change for a stable service environment
What is ‘change request’ in ITIL?
A change request is a formal proposal for an alteration to some product or system.
What is a ‘service request’?
A service request is a user request for information or advice, or for a standard change or for access to an IT service. For more info Servicenow Training
What are the ITIL processes according to V3 edition?
The processes are – service strategy, service design, service transition, service operation, and continual service improvement (CSI).
Who decides the categorization of a proposed change within an ITIL compliant Change Management process?
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.
What are the 7 R’s of change management?
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?
What’s the Difference Between a Change Request and a Service Request?
A change request is a formal proposal to alter a particular product or system, while a service request is formally submitted by a user, and is a request for IT service access, the changing of a standard, or information or advice.
Service requests include things like access to the cloud or requiring a new laptop or printer. Learn more from Servicenow Certification
As a rule, service requests deal with things that have already been approved of by company policy and don’t require any extra permission.
What is the PDSA Cycle, and What Are the Phases?
The PDSA stands for Plan-Do-Check-Act, and is a systematic series of steps for gaining valuable learning and knowledge for the continual improvement of a product or process. It is also known as the Deming Wheel, or Deming Cycle. The phase breakdown consists of:
- Plan: Identify and analyze the problem
- Do: Develop and test a solution to the problem
- Check: Measure how effective the developed solution handles the problem, analyze possible ways the solution could be improved
- Act: Full implementation of the perfected solution
Which two service management processes will most likely use risk analysis and management methodology?
The two service management processes are Availability Management and IT Service Continuity Management.
ITIL Availability Management aims at defining, analyzing, planning, measuring, and improving all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles, etc. are appropriate for the agreed availability targets.
IT Service Continuity Management (ITSCM) aims at managing risks that could seriously impact IT services.
ITSCM ensures that the IT service provider can always provide the minimum agreed service levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services.
ITSCM should be designed to support Business Continuity Management.
Explain a Known Error.
A Known Error refers to an identified problem that has an acknowledged root cause and a solution. It consists of the following:
- Status
- Error Description
- Root Cause
- Workaround
What Type Of Information Would You Store In The Service Catalogue?
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.
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