Top 10 Interview Questions for ITIL Incident Management – Knowlathon

Preparing for an ITIL Incident Management job interview can be tough if you haven’t prepared yourself in advance. You can find a number of web pages with various sample interview questions for ITIL. In this article, we will try to cover some uncommon questions that you can face while applying for this job. 

Apart from some most common questions like What is ITIL? Benefits of ITIL? Why ITIL is required? Advantages of ITIL?, we will concentrate on the topics that may remain untouched while preparing for interview questions for ITIL Incident Management. 

Top 10 Uncommon Interview questions for ITIL Incident Management

  • Can you share some common Incident examples?

ITIL incident management is a practice to restore services ASAP. Some of the common incident examples can be:

  • A user is unable to use the printer due to misconfiguration or other problems.
  • There is a problem while sending and receiving emails that may be because of an exchange server issue.
  • There is a sudden problem with connecting to VPN or with Wi-Fi
  • An issue has arisen in the main server

How important is eliminating the risk of human error in messages during incidents?

Human errors are inevitable and needed to be avoided at all costs. Automating the communication process lowers the risk of human errors. Real-time communication helps reduction in risk exposure, and automation makes it possible. 

Explain the processes of the ITIL life cycle model

ITIL’s life cycle typically consists of five different processes. These are:

  • Strategy: Service strategy is a critical phase that implements, defines, strategizes, rules, and helps design policies.
  • Design: This process ensures the proper implementation of strategies.
  • Transition: It helps build a communication bridge between projects and operations for effective service transitions.
  • Operation: Under this phase, ITIL professionals create an end-to-end process offering more stable services for the end-users.
  • Improvement: Continual service improvement by providing new options is critical to maintaining the current industry standards. 
  1. How will you differentiate between proactive and reactive problem management?

Proactive problem management is the process to prevent unwanted incidents from occurring by identifying potential errors.  Whereas, reactive problem management identifies a problem, finds its root cause, and eliminates the errors of the IT infrastructure. 

Throw some light on 4P’s required for service management in ITIL?

4P’s in ITUL can be explained as:

  • People: Individuals involved in the IT field related to ITIL service management are referred to as ‘People’.
  • Processes: An ability of the company for implementing the essential IT services including examination and inspection is denoted by the word ‘Process’. 
  • Products: These are the various tools used by the IT staff while implementing the ITIL process.
  • Partners: These are the authorized persons to manage services and help them function appropriately. 

Explain the difference between Emergency Changes and Urgent Changes?

Emergency changes are high-priority changes that are required to be implemented quickly. While expedited or urgent changes refer to the changes that need to be accomplished to meet a critical business requirement and are not necessarily related to restoring services.

What do you understand by the phrase ‘Challenges of Workforce Mobility, and how Incident Management System eliminates them?

The mobile workforce adds complexity to managing incidents. As employees have to work from remote locations, implementing an incident management system ensures that the right message is going to the right person and at the right time. Moreover, most employees use smartphones and have the ability to download applications that allow them to be notified via push notifications, thus increasing the situational intelligence of incident managers. 

What is a Balanced Scorecard (BSC)?

BSC is a strategic planning and management system used in businesses all over the world. This is an integral part of ITIL4 transformation and helps an organization for measure its overall health from four different perspectives. 

How important is Service Desk?

The IT service desk is recognized as the base of IT Service Management and is the single point of contact between an IT team and other users in an organization. In case of an interruption, incident, alteration, or other problems in the devices, the Service Desk comes to the rescue. There are the following 4 dimensions of Service Management as explained under the ITIL4 version:

  • Organizations and people
  • Information and technology
  • Value streams and processes
  • Partners and suppliers

Define PIR

Post Implementation Review (PIR) is an analysis of the final working solution. Once a change request is implemented, a standard review is made to analyze if the change and its implementation were successful as desired. It addresses the following questions:

  • How did the back-out plan work in case of the failure
  • Was there any impact on customers?
  • How the change was implemented on a budget and on time?
  • How efficient were the resources allocated in case of failure?

Leave a Comment