ITIL INTERVIEW - PART 12

1     Explain Service Transition.

Plan manages service changes and deploys service release in production.

Enable the change in business process.

Reduce the known error and minimize the risk

Coordinate the resources

Service transition planning and support activates.

2     Explain Service knowledge management system.

SKMS store the knowledge.

SKMS contain:

Experience of staff

Users skill

Records secondary information

Information about suppliers and partners

SKMS components:

Configuration management database

Configuration management system

Service desk system

Known error database

3     Explain Change Management.

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.

4     Explain Strategic/Tactical/Operational level changes.

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 .

 Operational changes:

These changes are due to operational level changes in process .manage by operation staff .

5     Types of changes Proactive/ Reactive

Proactive change:

Changes done for business benefits. Improve service and improve cost efficiency

Reactive change:

Change to resolve the error.

ITIL INTERVIEW - PART 11

1     Explain Supplier Management.

Supplier management manage services and suppliers.

Implement supplier policy

Create and maintain SCD (Supplier and  contract database)

Supplier and contract evaluation.

Manage sub contacted supplier.

2     Define Contract and supplier.

Contract   is legally binding agreement between two parties.

Supplier Third part responsible for supplying goods or services.

3     Supplier category.

è Strategic

Senior management is involved.

Long term plan.

Lead by senior management.

è Tactical 

Depend on situation

Mange by middle management

Operational è

Depend on individual service

Manage by junior operation.

Commodity è

Law value contracts

4     Service Transition?

Manage service changes  and deploy service release in to production environment.

Reduce known error and minimize the risk during transition.

Enable the smooth change without affecting business

5     Components of Service Knowledge Management System  SKMS?

CMS Configuration management system

Know error database

Suppler and contacts database

Service portfolio

Availability management system

ITIL INTERVIEW - PART 10

1     ITSM IT SERVICE CONTINUITY MANAGMENT.

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

2     Explain work around or common recovery options

Fast recovery:                  (HOT standby) recovery within 24 hours

Intermediate recovery: service is available in parallel setup, mirroring load balancing

Gradual recovery:           cold standby Recovery within 3 days (more than 24 hours)

3     ITCM process

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

4     Explain Information Security management?

ISM ensures protection of information, system provided by IT services to end users.

Information Availability   right information to right person

Confidentiality    disclose information to valid users

Integrity Maintain integrity

5   Explain Security controls/measures.

Preventive Prevent the event that will affect service   Firewall

Reductive    Minimize possible damage

Detective discover the event as soon as possible

Corrective repair damage as soon as possible

ITIL INTERVIEW - PART 9

1     Service Design Availability,  Reliability.

Reliability define service run without interruption

MTBSI (Mean Time between Service Incidents)

MTBSI = Available time in hours /Number of breaks.

MTBF = Total downtime in hours /Number of breaks

2     Service Design Availability Maintainability.

How fast service can be restore after failure.

MTRS Mean time to restore service.   

MTRS =Total downtime in hours /Number of service breaks

3     Explain below Availability Terms?

Continuous Availability: design the service to get 100 % availability. This

Service has no unplanned or plan downtime.

Fault Tolerance No interruption in service after the component fail.

4     Calculate Availability /reliability/reliability /maintainability for below  situation

Service is running  7 days * 8 hours and down  running for    2910 hours  with 3 breaks  of  3 ,1 and 6 hours .

Calculate   Reliability (MTBSI)  =   2910 /3 = 970 hours.

Calculate   Reliability ( MTBF ) =   2910 – ( 3+1+6 ) /3  =   870 hours.

Calculate Availability     = 2910 –( 3+1+6) / 2910 *100  =99.65 %.

 Maintainability = (1+6+3) = 10 hours.

ITIL INTERVIEW - PART 8

1     Explain Service Level Management.

SCM Process makes sure service catalogue is created, maintained and contain accurate information.

Scope

1 Define the service.

2 Create correct service catalogue.

3 Link service catalogue with service portfolio.

4 Link supporting services with service catalog.

2     Explain capacity management process?

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

3     Explain the availability Managements?

Availability Managements ensures level of service availability.

Proactive availability management.

Reactive availability management.

4     Availability management information system.

AAMIS contain

 1 AM data and report

 2 Availability testing plan

 3 Availability plan

4 Availability Design specification and criteria

5      Define Availability.

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.

ITIL INTERVIEW - PART 7

1     Explain Service catalogue management.

SCM Process makes sure service catalogue is created, maintained and contain accurate information.

Scope

Define the service.

Create correct service catalogue.

Link service catalogue with service portfolio.

Link supporting services with service catalog.

2     Types of service catalogue?

Business service catalogue is as per customer view .It is maintain for each business unit.

Technical service catalogue contain information about all IT services.

3     What is the type of services?

Customer – facing services

These services fascinate customer directly. These are  core services .

Example HR services

Supporting services

Support customer services and not seen directly by costumer

Email service for HR

4     What is Service level Management?

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.

5     SLA Types ?

SLA Agreement between External IT service provider and customer.

OLA Agreement between Internal IT service provider and customer.

SLR Service level requirement list of all services.

ITIL INTERVIEW -PART 6

1        Explain Service Design?

Design new or changed service  for introduction in to live environment .

1 Improve Quality of service.
2 Effective services.
3 Improve decision making.

2     What are types of service provider?

Type I    >>   Internal service provider. 

Physically located in the organization which it serve.

Type II   >> Shared services.
                These are autonomous units in the organization like Finance HR.
Type III >>  External service provider having specific expertise. Consolidate need and 
                        Offer competitive price.            

3     What is service design package?

SDP  document  contain  all requirements through each stage of its lifecycle.

Four P’s of design 
People   
Product
Processes
Partners/Suppliers

4      Service design aspects ?

Set of services available to deliver to customer.

Identify business needs.
Service portfolio design.
Technology architecture.
Process design
Measurement design

5     What are the different sourcing options?

1 In sourcing       Utilize internal organization.
2 Out sourcing    hire external organization.
3Co _sourcing     Combination of In sourcing & Out sourcing.
4 KPO                   Knowledge process outsourcing      
5BPO                     Business process outsourcing

ITIL INTERVIEW - PART 5

1        Explain Financial Management?

In service strategy finanancial management covers budgeting accounting and charging requirements.
Budgeting     >> Provide sufficient funds to run business Cost and income estimation .
Accounting   >>  provide management information on the cost. Cost analysis and reporting.
Charging       >> providing funds by charging back to client

2     Return on  Investment?

Investment of some resource yielding a benefit to the investor.
Return on investment (%) = Net profit / Investment × 100

3     Explain service Portfolio Management?

SPM is managing all services across the organisation.

Define    >              Business requirement
Analyse  >             Plan
Approve  >            Get approvals
Charter   >             Deploy       

Service portfolio contains all services (  In pipeline/Catalogue/Retired  )

4      Explain Service package.

Set of services available to deliver to customer.

Service package contain  
1
Core Service package
Details description of core service.

2
Service level package
Level of service offered  Diamond gold silver..
  

5     BRM Business Relationship management.

Establish relating ship with customers, understand customers and fulfil customers need.

ITIL INTERVIEW - PART 4

1     Explain Service Strategy?

Service strategy represents policies and objectivises to achieve service goal.

Help management to achieve goal.

Determine services

2       Four Ps of Service Strategy?

Perspective                >> Vision and direction

Pattern                       >> Way of doing activates

Position                      >> Basis on which the provider will compete

Plan                            >> How to achieve the goal

3       Explain Service strategy process?

Define the market.

Define services and potential customers.

Develop the offerings.

Design the service.

Develop strategic asset.

Develop service as strategic asset

Prepare for executions.

Implement the service.

4      Explain Service portfolio, Service catalogue and service pipeline.

Service portfolio      Defines services provided by service provider across all Market and all customers.

Service Catalogue  Is the sub set of Service portfolio .Services ready to offer to  customer is listed in service    

                                 catalogue.

Service Pipeline        Is consist of services under development.

5     Explain Retired services.

In service portfolio services which are not in use/outdated due to existing Internal/External constrain are called retired services.

ITIL Interview - PART 3

1        Define Service Management?

Service Management is transforming recourses into valuable services.

2       What is Service process management Process?

Process is a set of activates designed to achieve a definite objective.

Input >> Process >> output.

Process is closed loop.

3      What is service management Measurements?

To manage and control the process it should be monitor and measure.

Four metrics for performance measurement

Progress

Compliance

Effectiveness

Efficiency

4      Explain Roles in service management.

Role is a set of connected behaviors or connected actions performed by team or group or person person.

Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer by understanding the customer's business and their customer outcomes.

Product Manager (PM): PMs take responsibility for developing and Managing services across the life-cycle, and have responsibilities for Productive capacity.

5      Explain RACI Model.

RACI Model clearly defines roles.

Responsible – Person responsible to get job done.

Accountable –person accountable for each task.

Consulted    - people who are consulted.

Informed – People who are inform on the progress.

6     What is RACI-VS.

Verifies - person who checks whether the acceptance criteria have been met.

Sign off - give the sign off to the project

ITIL Interview - PART 2

     

                                  ITIL V3 Service  Lifecycle

        --------------------------------------------------------------------------------------------------

         Business need  >> [Strategy] Resources /policies >>   [Service Design] requirement definition/Design/Evaluate /develop/ build /test    >>  [Transition]  develop /deploy/retire service >> [Operations] Optimisation/Operation ;  

            ------------------------------------------------------------------------------------------------

1        Define Service strategy?

How to design, develop and implement service management for organization is define under service strategy.

Ø  What are we going to provide?

Ø  Can we afford it?

Ø  Can we provide enough of it?

Ø  How do we gain competitive advantage?

2       Define Service Design?

How to design develop services and service management and converting service objective in to range of services.

Ø  How are we going to provide it?

Ø  How are we going to build it?

Ø  How are we going to test it?

Ø  How are we going to deploy it?

3     Define Service transition.

How to implement services in production as per design services.

Ø  Coordination and managing of the process

Ø  Build, test and deploy a release in to production.

4     Define Service operations

How to manage service on an ongoing basis to ensure their objectives are achieved.

Service operation is responsible for all ongoing activates required to support and deliver services.

5     What is continues service improvement (CSI)?

Continues evolution of service and identify ways to improve services.

ITIL Interview - PART 1

1 What is ITIL ?

Systematic approach to high quality IT service delivery. 

Provides common language with well-defined terms.

ITIL provide flexible framework to develop service management model for organisation. 

2  ITIL based models adopted by organization .

Microsoft MOF

Hewlett - Packard ( HP ITSM Reference Model)

IBM ( IT Process Model )

3 Difference between  ITIL v3 and v2. 

Managing services as a portfolio is a new concept in ITIL V3

Service Catalogue Management was added as a new process in ITIL V3

http://wiki.en.itprocessmaps.com/index.php/Comparison_between_ITIL_V3_and_ITIL_V2_-_The_Main_Changes

4 What is ITIL service management?

Service management is a set of specialized organizational capabilities for providing values in the form of service.

The act of transforming recourses into services is the core of service management

5  Explain ITIL service Life cycle model .

Service Strategy
Service Design
Service Transition
Service Operation,
Continual Service Improvement