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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
called?
Outsourcing.
Q2. Can you name a risk that might occur whilst designing a service?
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.
Q3. Can you name 3 types of SLA?
Service based SLA
Customer based SLA
Multi level SLA
Q4. In your opinion, what should an SLA contain?
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
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
organization or project to achieve its mission. It is what drives the company forward
through its strategy.
Q8. When would we create a Service Design Package?
An SDP is produced for each new IT service, major change, or IT service retirement.
Q9. 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,
timeframes or SLA for fulfilling the service, owners (who is entitled to request/view the service),
costs and how to fulfil the service.

Q10. Can you give an example of a policy?
Attachment sizes for mailboxes
Q11. Why would you use Change Management?
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.

Q12. What are the steps you would follow when a Change Request comes in?
Record it
Evaluate it
Prioritize it
Plan it
Test it
Finally, implement it

Q13. What information would you attach to a Release Policy?
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.)

Q14. What inputs do we need before we can being testing a service?

Service package
SLP
Interface definitions for the service provider
Release plans
Acceptance criteria

Q15. Can you name 3 types of testing?
All of these are types of testing:
Usability testing
Accessibility testing
Process testing
Stress and load testing
Availability testing
Compatibility testing
Security testing
Regression testing

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