ITIL Basics - Quick Interview Q&A
ITIL Basics - Quick Interview Q&A 1. What is ITIL? ITIL (Information Technology Infrastructure Library) is a framework that helps organizations deliver IT services efficiently and align them with business needs. 2. What are the key stages of ITIL? Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (CSI). 3. What is an Incident? An unplanned interruption or reduction in the quality of an IT service. 4. What is a Problem? The underlying cause of one or more incidents. 5. What is Change Management? A process that ensures changes are implemented with minimal risk and disruption. 6. Types of Changes? Standard Change, Normal Change, and Emergency Change. 7. What is SLA? Service Level Agreement - a contract defining service expectations between provider and customer. 8. Difference between Incident & Service Request? Incident = Something broken Service Request = Something requested (e.g., access, password reset) 9. What is CMDB? C...
