ITIL® no es un estándar, lo que significa que no es un mandato en lo que tiene que hacer.
La última versión de ITIL se llama ITIL® 2011, que es una versión actualizada de la anterior, ITIL® V3.
Etapas del Modelo de ciclo de vida de ITIL:
- Estrategia del Servicio
- Diseño del Servicio
- Transición del Servicio
- Operación del Servicio
- Mejora Continua del Servicio
¿Diferencia entre ITIL v3 y v2.?
Gestión de los servicios como un portafolio es un nuevo concepto en ITIL V3
Gestión de Catálogo de Servicios fue añadido como un nuevo proceso en ITIL V3
http://wiki.en.itprocessmaps.com/index.php/Comparison_between_ITIL_V3_and_ITIL_V2_-_The_Main_Changes
¿Cuáles son algunos tipos de pruebas que se realizan para el software y el hardware?
Pruebas de estrés probar probar conexiones simultáneas y su lentitud (yo: pruebas de volumen de datos),
pruebas de seguridad para la seguridad,
pruebas de usabilidad de la interfaz de usuario, y
pruebas de compatibilidad entre el software del sistema operativo y el navegador.
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Service Desk
Punto de contacto con el cliente
Primer nivel: Centro de servicio
Primer segundo: Administrador de sistemas
Tercer Nivel: Desarrolladores y analistas
Proveedores
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https://www.linkedin.com/groups/ITIL-Interview-Questions-Answers-4368658.S.119473364
1.What is ITIL?
2.What is IT Service Management (ITSM)?
3.What are the main differences between ITSM and ITIL?
4.Are you ITIL certified?
5.Is it possible for an organization to be ITIL certified? How?
6.What is ISO20000? How does it relate to ITIL?
7.What is an IT service?
8.What does service management excellence mean to you?
9.What is the business value of ITIL?
10.What are the benefits of ITIL? Are there any drawbacks to using ITIL?
11.Why has ITIL become such a popular framework?
12.What are the stages of the ITIL lifecycle?
13.What is the most current version of ITIL?
14.How does ITIL help to reduce costs and minimize total cost of ownership (TCO)
15.Is it possible to calculate a return on investment for ITIL? How?
16.Does ITIL improve time to market for new IT services? How?
17.Does ITIL reduce IT risks? How?
18.What challenges might an organization have to implement ITIL processes?
19.What tools are required to implement ITIL?
20.What are the objectives of a Service Culture? How does ITIL improve customer
service?
21.Does ITIL have any weaknesses? What are they?
22.What is the relationship between ITIL and Enterprise Architecture?
ITIL Service Strategy
23.What is a market-driven approach to service strategy?
24.What are the benefits of a market-driven approach to service strategy?
25.What is a service value definition? What information does it contain?
26.What ITIL processes are related to service strategy?
27.What is a service portfolio? How is it used?
28.How does ITIL help organizations to understand the cost of IT services?
29.What is demand management?
30.What is differential charging?
31.What information would you use to build a demand management strategy?
32.What is the relationship between IT strategy planning and ITIL?
33.How does ITIL make IT finances more transparent?
34.How does ITIL help to cut IT costs?
35.Is the most effective price for IT infrastructure the cheapest price? Why/why not?
36.What KPI’s can be used to measure the costs associated with IT services?
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1. What is a "Change"?
2. Why do we need a Change management in an organization?
3. Importance of Change Management Team in an Organization?
4. What is ITIL?
5. What are the phases of ITIL?
6. Under which life cycle phases do you find Incident, Problem and Change Management?
7. Name a few processes that come under Service Transition ?
8. How are Incident, Problem and Change Management interlinked? Give an example
9. What is Incident? as per ITIL
10. What is Problem?
11. What is a FSC?
12. What is Change management?
13. Objectives of Change Management?
14. Roles in Change Management?
15. Risk indicators of poor change management?
16. What are the 7 R's of change management?
17. Tools that you have used
18. Name the different stages in the tool.
19. Types of Change? as per ITIL
20. What is difference between Expedite / Urgent Change and Emergency Change?
21. Is incident number mandatory in an Emergency Change Record? if yes , why ?
22. Define the Change Management Process?
23. What is the difference between Service Request and Change Request?
24. What is CAB?
25. Who all participate in the CAB?
26. Can there be a CAB call daily?
27. What is pre CAB?
28. Difference between pre-CAB and CAB?
29. What is E-CAB?
30. Why do we need it E-CAB?
31. Who all participate in E-CAB?
32. When can we have an E-CAB?
33. Define SLA and OLA?
34. Different types of emergency Change?
35. What you do if someone violates a process?
36. What is violation Process?
37. What is PIR? Who does it? Who all join the PIR Call?
38. What is impact?
39. What is urgency?
40. How is impact depending on urgency and vice-versa?
41. What is freeze period?
42. What is server maintenance period?
43. How do u handle if someone violates the change management process?
44. What is CMDB?
45. What is CI conflict?
46. What is CI? What is the difference between a CI and Asset? Is human resource a CI?
47. Challenges of Change Management
48. What is RACI Model? RACI model for Change Management
49. What is PDCA model?
50. How do you come to know that a change has been implemented without a change record?
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1. What is a "Change"? The addition, modification or removal of anything that could have an effect on IT services. The scope should include all IT services, configuration items, processes, documentation etc. 2. Why do we need a Change management in an organization? The purpose of change management is to: Respond to the customer’s changing business requirements while maximizing value and reducing incidents, disruption and rework. Respond to the business and IT requests for change that will align the services with the business needs. The objective of the change management process is to ensure that changes are recorded and then evaluated,authorised, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner and take necessary corrective action. 3. Importance of Change Management Team in an Organization? Reduction in the number of disruptions to services defects and rework caused by inaccurate specification, poor or incomplete impact assessment of changes. Reduction in the number of unauthorized changes. Reduction in the number and percentage of unplanned changes and emergency fixes. Change success rate (percentage of changes deemed successful at review/number of RFCs approved). Reduction in the number of changes where remediation is invoked. Reduction in the number of failed changes. 4. What is ITIL? Information technology infrastructure library. It is the set of best practices being followed in the organization. 5. What are the phases of ITIL? Service Strategy Service Design Service Transition Service Operation Continual Service improvement 6. Under which life cycle phases do you find Incident, Problem and Change Management? Incident and Problem Management falls under Service operations. Change management falls under Service Transition 7. Name a few processes that come under Service Transition? Change Management Project Management Knowledge Management Release and Deployment management Service Validation and Testing. 8. How are Incident, Problem and Change Management interlinked? Give an example Output of IM is mostly input for PM and output of PM is input for CM 9. What is Incident? As per ITIL. An incident is where an error occurs, something that doesn’t work as expected. It is often referred as: a fault error problem 10. What is Problem? Reoccurrence of one or same incident many times. An incident that affects many users. The result of the network diagnostics revealing that some systems are not operating in the expected way. 11. What is a FSC? Forward Schedule of Change (FSC): 12. What is Change management? The process responsible for controlling the lifecycle of all changes. The primary objective of change management is to enable beneficial changes to be made, with minimum disruption to IT services. 13. Objectives of Change Management? Standardized methods and procedures are used for efficient and prompt handling of all changes All changes to service assets and configuration items are recorded in the Configuration Management System (CMS) 14. Roles in Change Management? Receives logs and allocates a priority to all requests for changes that are totally impractical. Tables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration. Decides which CAB members will come to which meetings, who get specific RFCs depending on the nature of the RFC. Convenes urgent CAB or ECAB meetings for all urgent RFCs. Chairs all CAB and ECAB meetings. Authorizes acceptable changes, either alone or after a CAB or ECAB has taken place. Issues change schedules Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality. Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out of have failed. Reviews all outstanding RFCs Analyses change records to determine any trends Closes RFCs Produces regular management reports 15. Risk indicators of poor change management? Unauthorized changes. Unplanned outages. A low change success rate. A high number of emergency changes. Delayed project implementations. 16. What are the 7 R's of change management? 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?
https://www.linkedin.com/pulse/20140730120339-74616649-50-questions-on-change-management
