6/29/2014 2012 Most popular ITIL interview questions and answers for itil position in British companies | Free

e ITIL v3 and ITIL 2011 Foundation exam sample questio

http://www.itil123.cn/most-popular-itil-interview-questions-and-answers-for-itil-position-in-british-companies.html 1/4
Home ITIL v3 Foundation Exam ITIL V3 Training Resources ITIL v3 Certification Practice ITIL Exam on Phone
ITIL V3 Certification FAQs ITIL V3 certification News
search

ITIL 2011 foundation ITIL 2011 foundation exam itil 2011 practice questions itil 2011 questions itil 2011 sample questions itil 2013 questions
itil 2013 sample questions itil exam questions and answers itil practice questions 2013 itil sample paper
2012 Most popular ITIL interview questions and answers for itil position in British
companies
Category:ITIL Interview Questions Posted on:Oct 07,2012
Hot Tags: 2012 itil interview questions, 2012 itil interview questions uk, free itil v3 interview
questions, itil interview questions, itil interview questions America, itil jobs
2012 Most popular ITIL Interview Questions and answers in UK Company(I)
itil interview sample questions, download full edition pdf file above:
Q5. Why would you use SACM? 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.
Q6. What is an OLA? 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
helpdesk
Q7.
Why do we need CSFs? Critical Success Factor (CSF) is the term for an element that is necessary for an
organizationor project to achieve its mission. It is what drives the company forward through its strategy.

Most popular ITIL Interview Questions and answers in UK Company (II)
Q1. If we used an external organisation to help us develop part of our service, what would that be
New Categories
ITIL Interview Questions
ITIL Jobs USA
ITIL Sample Questions
ITIL Study Guide
ITIL Templates
ITIL Trainning Material
Practice on Mobile
New Updates
Practice ITIL Foundation
Practice ITIL Foundation
new 2014-06-15 ITIL Found
new 2014 ITIL Foundation
2014 new ITIL foundation e
2014 (June) new ITIL Fou
2014.03 new ITIL Foundati
2014.03 new ITIL Foundati
2014.02 new ITIL Foundati
2014 new ITIL Foundation
Hot Resources
2013-12-27 new ITIL Foundation
exam (2011 syllabus) Prep questions
PDF download
2014 (June) new ITIL Foundation
2011 syllabus sample questions pdf
file download(230+)
2013-12-19 new ITIL Foundation
exam(2011 syllabus) practice sample
questions PDF download
2014.03 new ITIL Foundation
exam (2011 syllabus) practice
sample questions (200+) pdf file
2014 new ITIL Foundation exam
(2011 syllabus) test sample
questions (250+) pdf file
2014.03 new ITIL Foundation
exam (2011 syllabus) practice
sample questions (100+) pdf file
ITIL v3.Examen ITIL Foundation
v3.1 (Espaol) pdf file, about 350+
questions in spanish
2013-12-12 new ITIL Foundation
2011 syllabus practice sample
questions PDF download
Hotest Tags
2012 itil foundation
questions and answers
2012 itil questions free itil
v3 foundation exam
practice sample
questions itil 2011
exam questions ITIL
2011 foundation ITIL
2011 foundation
exam itil 2011
practice questions itil
2011 questions itil
2011 sample

Search
Certifications For Sure
practical-methods.com
Best Training in Town @Lowest
cost. Mock Exam, Pass Warranty.
Call
6/29/2014 2012 Most popular ITIL interview questions and answers for itil position in British companies | Free ITIL v3 and ITIL 2011 Foundation exam sample questio
http://www.itil123.cn/most-popular-itil-interview-questions-and-answers-for-itil-position-in-british-companies.html 2/4
called?
Q2. Can you name a risk that might occur whilst designing a service?
Q3. Can you name 3 types of SLA?
Q4. In your opinion, what should an SLA contain?
Q5. Why would you use SACM?
Q6. What is an OLA?
Q7. Why do we need CSFs?
Q8. When would we create a Service Design Package?
Q9. What type of information would you store in the Service Catalogue?
Q10. Can you give an example of a policy?
Q11. Why would you use Change Management?
Q12. What are the steps you would follow when a Change Request comes in?
Q13. What information would you attach to a Release Policy?
Q14. What inputs do we need before we can being testing a service?
Q15. Can you name 3 types of testing?
Answers to the above questions:
A1
Outsourcing
A2
Risks can come in many different forms including; financial markets, failures with IT or business projects,
legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as deliberate
attacks from an adversary such as hacking.
A3
Service based SLA
Customer based SLA
Multi level SLA
A4
Typically, an SLA is made up of any of the following:
1.Service name
2.Clearance information (with location and date)
3.Contract duration
4.Description/ desired customer outcome
5.Service and asset criticality
6.Reference to further contracts which also apply (e.g. SLA Master Agreement)
7.Service times
8.Required types and levels of support
9.Service level requirements/ targets
10.Mandated technical standards and specification of the technical service interface
11.Responsibilities
12.Costs and pricing
13.Change history
14.List of annexes
A5
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.
questions itil 2013
questions itil 2013
sample questions itil
exam questions and
answers itil jobs ITIL
Jobs USA itil practice
questions 2013 itil
sample paper itil v3
questions and answers
6/29/2014 2012 Most popular ITIL interview questions and answers for itil position in British companies | Free ITIL v3 and ITIL 2011 Foundation exam sample questio
http://www.itil123.cn/most-popular-itil-interview-questions-and-answers-for-itil-position-in-british-companies.html 3/4
A6
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 helpdesk
A7
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.
A8
An SDP is produced for each new IT service, major change, or IT service retirement.
A9
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, timeframes or SLA for
fulfilling the service, owners (who is entitled to request/view the service), costs and how to fulfil the
service.
A10
Attachment sizes for mailboxes
A11
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.
A12
Record it
Evaluate it
Prioritize it
Plan it
Test it
Finally, implement it
A13
Unique identification for the release
Type of release (minor, major, beta, alpha etc)
Naming conventions for the release e.g. dates, times, version numbers
Description of the release
Roles for each stage of the release
Expected frequency
Mechanisms to build, install and distribute the release (focusing on re-use and efficiency here)
Criteria for acceptance of the release into various environments (test, training, live etc.)
A14
Service package
SLP
Interface definitions for the service provider
Release plans
Acceptance criteria
A15
All of these are types of testing:
Usability testing
6/29/2014 2012 Most popular ITIL interview questions and answers for itil position in British companies | Free ITIL v3 and ITIL 2011 Foundation exam sample questio
http://www.itil123.cn/most-popular-itil-interview-questions-and-answers-for-itil-position-in-british-companies.html 4/4
Last:Most common ITIL interview questions and answers for ITIL jobs in America companies
Next:2012.10 -itil foundation v3 exam practice sample questions(200+questions) pdf free download
Accessibility testing
Process testing
Stress and load testing
Availability testing
Compatibility testing
Security testing
Regression testing
[ TOP ] [ Close ]
You may also interested in following related resources:
2013 most popular Itil JobsFoundation Level Interview Questions
2013 ITIL job Interview Questions(Expert Level)
Microsoft are seeking IT Service Engineer( Principal ITIL Job)
New ITIL Manager Job in Englewood Cliffs, New Jersey US
Microsoft:Senior Consultant - Management Technologies -ITSM (MOF/IT
Chicago: Accenture is seeking for ITIL Service Senior Manager
Sr. Process/Business Analyst - ITIL
ITIL Consultant is seeked by Stefanini- a global IT services company
Integrated by ITIL123.cn CopyRight 2008-2012 ITIL123.cn All Rights Reserved. Contact Us | Privacy Policy | About ITIL123 | Site Map |
ITIL is a trademark of OGC.
ITIL Certification
iimtcs.in
Delivered by the BMP Lead Trainer.
Tools Maps Templates
Implementation