Top 70+ ITIL Interview Questions and Answers for 2024

There is a great demand for ITIL-certified professionals in the IT industry, with companies looking to improve their project delivery and service through the use of best practices. It is always good to get ahead of the competition by taking an ITIL certification course and improving your chances of getting a better job. However, you also need to be able to crack an interview to make that career route possible. To help you prepare better for your next ITIL interview, here are the top ITIL interview questions for freshers and experienced candidates that are generally asked.

 

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Top ITIL Interview Questions and Answers

These ITIL interview questions will help you crack your upcoming interview easily.

Q1. What is ITIL?

Ans. ITIL (formally an acronym for Information Technology Infrastructure Library) is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business. The IT industry is dynamic, with constant changes in the service structure and practices. This makes it difficult for professionals to deliver good quality service constantly. ITIL helps professionals to overcome these difficulties. The ITIL framework helps standardize the selection, planning, delivery, maintenance, and entire IT services lifecycle.  

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Q2. What are the benefits of ITIL?

Ans. Some of the major benefits of ITIL are listed below:

• Aligns the business and IT
• Offers the best practices for service management
• Defines the roles of every task precisely 
• Offers reliable and useful services
• Delivers better customer experience
• Enhances service delivery success
• Improves utilization of resources by lowering costs
• Comprehensive visibility of IT costs and assets
• Increases ability to manage business risk and service disruption or failure
• Supports constant business change for a stable service environment

Learn more about ITIL, read our post – what is ITIL?

Q3. What are the features of ITIL?

Ans. Below are some important features of ITIL:

1. Based on a single language/terminology
2. Service desk capabilities
3. Knowledge-centred support
4. Delivers consistent quality
5. Data integration capabilities
6. Strong process automation capabilities
7. Deployment flexibility

Q4. What are the important stages of ITIL?

Ans. This is one of the commonly asked ITIL interview questions. 

The important stages of ITIL are:

• Service strategy – Service strategy allows users to understand the benefits of using market drive approaches to ensure that routine tasks are performed efficiently.
• Service design – This stage ensures that the agreed service is delivered when, where, and at the defined cost.
• Service Transitions – The service transition process aims to create and implement IT services and ensure coordination between services and Service Management processes.
• Service Operations – This stage of ITIL focuses on meeting end-user expectations while balancing costs and uncovering potential issues.
• Continuous Service Improvement – Ensures that IT services can recover and continue after a service incident. Helps perform simplified business analysis to prioritize business recovery.

Q5. Mention 7 steps involved in continuous service improvement.

Ans. The seven steps involved in continuous service improvement are:

• Find the focus to improve
• Know what to measure
• Collect the necessary data
• Data processing
• Analyze both information and data
• Proper use of information.
• Implement the necessary improvements.

Q6. What are the layers of service management measures?

Ans. The service management measures layers are:

• Progress – You are responsible for managing the progress of existing service operations
• Compliance -Mainly refers to compliance with market standards and industry trend process
• Effectiveness – this measure helps to maintain the effectiveness of the services
• Efficiency – Helps with workflow efficiency and service maintenance

Q7. How are ICT and BCP related?

Ans. BCP is a systematic process to predict, prevent, and manage ICT, and includes –

• IT disaster recovery planning
• Wider IT resilience planning
• Elements of IT infrastructure and services related to (voice) telephonic and data communications

Q8. What is the Operational Level Agreement?

Ans. Operational Level Agreements define the relationship between an IT Service Provider and an organization seeking the service provider’s services. It is an essential part of the ITIL and ITSM frameworks and exists at operational levels.

Also explore – what is TOGAF?

Q9. Mention of processes involved in the Design of Services

Ans. The processes involved in the design of the service are:

• Design coordination
• Service level management
• Service catalog management
• Availability management
• Capacity management
• Information security management
• IT service continuity management
• Supply Management

Q10. What is the significant difference between ITIL v2 and ITIL v3?

Ans. The significant differences between ITIL v2. Vs. ITIL v3 are –

ITIL v2	ITIL v3
It focuses on the product, the process, and the people	It focuses on a product, process, people, and partners
The version provides a process-oriented approach	The release provides a lifecycle-based approach
Security management is part of the assessment	Security management is a completely separate process
It focuses on the design and strategy of services	Equal attention to all processes
It has 10 processes and 2 functions	It has 26 processes and 4 functions

 

 

 

 

 

 

 

 

Q11. What is a Balanced ScoreCard (BSC)?

Ans. A Balanced ScoreCard is a strategic planning and management system used extensively by businesses, governments, and nonprofits worldwide. It is a part of the ITIL 4 transformation that assesses an organization from four perspectives to measure its health.

Q12. What best describes Continual Service Improvement (CSI)?

Ans. Continual Service Improvement (CSI) is best described as:

• Following the defined seven-step improvement process, including techniques and applications to ensure continual improvement
• Ensuring that there has been an incremental improvement in the quality and efficiency of services
• Discussing results with customers and measuring if the offered services have been satisfactory 
• Continually defining Key Performance Indicators KPIs for effective and efficient change management

Q13. Define Operational Level Agreement (OLA).

Ans. Operational Level Agreement (OLA) is a contract, which emphasizes the different IT groups in a company and how they design their services to support SLAs.

Q14. What is Service Desk?

Ans. This is one of the most important ITIL interview questions that you must prepare for your ITIL interview.

IT Service Desk forms the base of IT Service Management. It is the single point of contact between an IT team and the different users within an organization. Thus, the Service Desk intervenes if there is any interruption, incident, or alteration in the devices or software. Service desks have a help desk or ticketing solution that allows administrators to manage services based on the type of tickets generated.  

The 4 dimensions of the Service Desk in the ITIL 4 version are:

• Organizations and people –Includes the service management team that designs, operates, and changes service offerings.
• Information and Technology – The service desk should have an information system to support it.
• Value streams and processes – Built through workflows and procedures to best serve service requests and incidents
• Partners and suppliers – Third parties involved, such as an outsourcing Service Desk.

Q15. Can it be applied within the company to other processes?

Ans. All the processes that are defined in IT impact business processes, so the initiative to implement ITIL® must involve the business.

After seeing positive results, some companies extend the methodology to other business support areas, such as maintenance and manufacturing lines (mainly pharmaceutical companies).

Q16. What are the ITIL processes according to the V3 edition?

Ans. The processes are service strategy, design, transition, operation, and continual service improvement (CSI).

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Q17. Who decides to categorize a proposed change within an ITIL-compliant Change Management process?

Ans. This is the task of the Change Manager. A Change Manager will play a key role in ensuring that the projects (change initiatives) meet their objectives within timelines and said budgets by increasing employee adoption and usage.

Q18. What is SLA?

Ans. A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end-user that defines the level of service expected from the service provider.

Q19. Name the 3 types of SLAs?

• A customer service level agreement is between the service provider and an external customer.
• An internal service level agreement is between you and an internal customer (such as another organization, site, or department).
• A vendor service level agreement is an agreement between you and the vendor.

Q20. What two Service Management processes will likely use a risk analysis and management methodology?

Ans. The two service management processes are- Availability Management and IT Service Continuity Management.

Q21. What is an OLA?

Ans. An operational-level agreement (OLA) defines interdependent relationships in support of a service-level agreement (SLA).

Q22. What are the different Knowledge Management Systems (KMS)?

Ans. The different types of Knowledge Management Systems are:

• CMIS (Capacity Management Information System)
• AMIS (Availability Management Information System)
• KEDB (Known Error Database)
• CMDB (Configuration Management Database)
• DML (Definitive Media Library)
• SKMS (Service Knowledge Management System)

Q23. What is the relation between availability, availability service time, and downtime?

Ans. Availability % = (Available service time –downtime) / Available service time

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Q24. What is the Plan-Do-Check-Act (PDCA) cycle?

Ans. The PDCA Cycle is a systematic series of steps for gaining valuable learning and knowledge to improve a product or process continually. Also known as the Deming Wheel or Deming Cycle, the concept was first introduced to Dr. Deming by his mentor, Walter Shewhart, of the famous Bell Laboratories in New York.

Q25. Define the four phases in the PDSA cycle.

Ans. Plan: Identifying and analyzing the problem.

• Do: Developing and testing a potential solution.
• Check: Measuring how effective the test solution was and analyzing whether it could be improved.
• Act: Implementing the improved solution fully.

Q26. What are the 7 R’s of change management?

Ans. The Seven R’s of Change Management are:

1. Who RAISED the change?
2. What is the REASON for the change?
3. What RETURN will the change deliver?
4. Are there any RISKS when we do or do not carry out the change?
5. What RESOURCES will be required to perform this change?
6. Who is RESPONSIBLE for this change being performed?
7. What RELATIONSHIPS are there between this and other changes?

Q27. What type of information is stored in a CMDB?

Ans. CMDB contains contents that are intended to hold a collection of IT assets commonly referred to as configuration items (CI) as well as descriptive relationships between such assets.

Q28. What is the difference between end-users and customers?

Ans. An end-user or end customer directly receives the service or employs the product.

A customer may be unable to choose between different products and suppliers.

Q29. What is the difference between Expedite / Urgent Change and Emergency Change?

Ans. An ITIL emergency change is the highest-priority change that can be defined in an organization. An expedited change meets a critical business requirement without the normal review and approval time.

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Q30. What do you mean by CAB?

Ans. CAB (Change Advisory Board) is an authoritative and representative group of people who are responsible for assessing, from both a business and a technical viewpoint, all high-impact Requests for Change (RFCs).

Now, let’s take a look at some more ITIL interview questions.

Q31. What is a PIR?

Ans. PIR (Post-Implementation Review) is an evaluation after a change or project has been implemented. Once a change request is made, the review checks whether the change and its implementation were successful. The analysis of the final working solution evaluates whether project objectives were met, determines how effectively the project was run, and ensures that the organization gets the greatest benefit from the project.

Post Implementation Review helps in answering questions like:

• Has the change solved the problem it aimed to address?
• Did the change impact the customers?
• Were resources allocated effectively through the process?
• Was the change implemented as per the budget?

Q32. Explain the service portfolio, service catalogue, and service pipeline.

Ans. Service portfolio refers to the services provided by service providers across all markets and all customers.

Service Catalogue is the subset of the Service portfolio. Services ready to be offered to customers are listed in the service catalogue.

Service Pipeline consists of services under development.

Q33. What is the freeze period?

Ans. The freeze period is a point in the development process after which the rules for making changes to the source code or related resources become stricter or the period during which those rules are applied.

Q34. What is CSF?

Ans. Critical Success Factor or CSF refers to an element mandatory for the successful achievement of a task. It drives any company forward and meets the business goals through its strategy.

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Q35. What is data leakage?

Ans. It refers to unauthorized data transmission from an organization to any external destination or recipient, either electronically or physically. The most common forms of data leakage are web, email, and mobile data storage devices.

Q36. Which factors contribute to data leakage?

Ans. The most common factors leading to data leakage include –

• Corrupt hard-drive
• Human Error
• Inadequate security control for shared drives
• Malware
• Misuse
• Outdated data security
• Physical theft of data
• System misconfiguration
• Technology error
• Unprotected data backup

Q37. How to prevent data leakage?

Ans. Data leakage is a serious issue, and thus, a proper strategy must be devised to tackle it. Data Loss Prevention (DLP) is a practice that organizations adopt to safeguard their data. Under this practice, users cannot send confidential or sensitive information outside the enterprise network. This requires businesses to distinguish the rules that classify confidential and sensitive information so that users do not disclose it maliciously or accidentally.

Q38. What is an XSS attack?

Ans. Cross-site Scripting (XSS) is another type of vulnerability that can be technically described as a client-side code injection attack. In this particular attack, an attacker injects malicious data into vulnerable websites. An attack happens when a user visits the web page, as malicious code is executed. This attack is very harmful to web application users.

Q39. What are the different types of XSS attacks?

Ans. There are three types of XSS attacks –

(i) Non-Persistent XSS attack – Here the data injected by an attacker is reflected in the response and has a link with the XSS vector

(ii) Persistent XSS attack – The most harmful type of attack, where the script executes automatically the moment a user opens the page

(iii) Document Object Model (DOM)-based XSS attack – An advanced type of XSS attack which happens when a web application writes data to the DOM without any sanitization

Let’s move forward with some more ITIL Interview Questions.

Q40. Why is information security policy important?

Ans. Information security policy is important because it clearly outlines the responsibilities of employees regarding the safety and security of information, intellectual property, and data from potential risks.

Q41. What are the most popular workaround recovery options?

Ans. The most popular workaround recovery options are –

• Fast recovery
• Gradual recovery
• Immediate recovery
• Intermediate recovery
• Manual workaround
• Reciprocal arrangements

Want to learn more about CyberSecurity? Refer to this blog – What is CyberSecurity.

Q42. What are the various service providers?

Ans. Service providers that are a part of the ITIL process are –

• Internal Service Provider (ISP) – ISPs are the dedicated resources of a business unit and deal with internal organization management.
• External Service Provider (ESP) – ESPs offer IT services to external customers and are not limited to any business, individual, or market.
• Shared Services Units (SSU) – SSUs are autonomous special units that are an extension of ISPs.

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Q43. What is the purpose of Service Transition?

Ans. The purpose of Service Transition is: 

• To ensure that a service can be managed, operated, and supported.
• It provides quality information about the change, release, and deployment management.
• It plans and manages capacity and resource requirements.
• Service transition also offers guidance on transferring the control of services between customers and service providers.

Q44. What is the difference between ITIL and COBIT?

Ans. The differences between ITIL and COBIT are: 

ITIL	COBIT
1. It stands for Information Technology Infrastructure Library.	1. It stands for Control Objectives for Information and Related Technologies.
2. ITIL is used for Information Technology Service Management.	2. COBIT is used for the integration of information and technology.
3. It enables you to implement the guidelines of the business.	3. It enables us to derive guidelines for business operations.
4. It has 5 components: service strategy, service design, service transition, service operation, and continuous service improvement.	4. Its main components include control objectives, frameworks, management guidelines, maturity models, and process descriptions.
5. ITIL follows a bottom-up approach, focusing more on IT service management.	6. COBIT follows a top-down approach, focusing more on IT service governance.

Q45. What are the objectives of Incident Management?

Ans. The objectives of incident management are:

• To ensure that standardized methods and procedures are used for prompt and efficient response, documentation, analysis, ongoing management, and reporting of incidents.
• Increase visibility and communication of incidents to IT support staff and business.
• Align Incident Management activities and priorities with those of the business.
• Manage user satisfaction with the quality of IT services.

Q46. What is the process of ITIL Incident Management?

Ans. The main process steps involved in incident management are: 

• Identification 
• Logging
• Categorization 
• Prioritization 
• Response

Q47. What is the purpose of Problem Management in ITIL?

Ans. The purpose of Problem Management in ITIL is : 

• Identify potentially recurring incidents
• Prevent service disruptions 
• Determine the root cause
• Meet service availability requirements 
• Take steps to prevent the incident from reoccurring
• Improve staff efficiency and productivity
• Enhance user satisfaction

Q48. What are the different stages in the Problem Management Process?

Ans. The stages in the Problem Management Process are: 

• Problem Detection 
• Categorize and prioritize the problem
• Investigation and Diagnosis 
• Identify a workaround for the problem
• Create Known Error Record 
• Resolution
• Closure of the problem
• Review 

Q49. What are the objectives of IT Service Continuity Management (ITSCM)?

Ans. The objectives of IT Service Continuity Management (ITSCM) are: 

• To analyze the risks
• To assist with issues that are related to continuity and recovery
• Maintain a set of plans on IT service continuity and IT recovery 

Q50. What do you mean by Event Management in ITIL?

Ans. Event Management monitors all events that occur through the changes and improvements in IT infrastructure. It is a process that ensures that all configuration items and services are continually observed and defines a process to categorize these events so that corrective action can be taken if needed.

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Q51. What is the difference between a process and a project?

Ans. A project refers to creating something new or implementing a change. On the other hand, a process aims to create value by repeatedly performing a task. A project has a finite lifespan, whereas a continuous process has no deadline.

Q52. What are the responsibilities of the ITIL Service Desk?

Ans. The responsibilities of an ITIL Service Desk are:

• Incident logging, categorization, and prioritization
• Resolving the incident 
• Examining incidents 
• Incident management reporting

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Q53. Explain the 4 P’s needed for ITIL Service Management.

Ans. The 4 P’s for the ITIL Service Management are:

1. People: People in the IT field perform processes and procedures associated with ITIL Service Management. 
2. Processes: It involves examining the company’s ability to implement the processes.
3. Products: Products are the tools used by IT service staff to implement the processes of ITIL.
4. Partners: Every in-house or outsourced IT organization has partners that enable service to work properly.

Q54. What is the RACI model?

Ans. This one is a popularly asked ITIL interview question.

RACI model is a tool that is used for identifying roles and responsibilities. It helps in avoiding confusion over the roles and responsibilities during a project. RACI stands for: 

• Responsible: The persons who do the work to achieve the task. Responsibilities are assigned to them to complete a particular task.
• Accountable: The person accountable for correctly and thoroughly completing a specific task.
• Consulted: The groups or people who provide information and are consulted for the task. (Two-way communication)
• Informed: People who are kept informed about the progress of the task. (One-way communication)

Q55. What is the purpose of Configuration Management?

Ans. Configuration Management aims to identify, maintain, and verify information on IT assets and configurations in the enterprise.

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Q56. What is the difference between proactive and reactive problem management?

Ans. The major difference between proactive and reactive problem management is reactive problem management identifies and eliminates the root cause of known incidents, 

Proactive problem management focuses on preventing incidents before they appear by finding potential problems and errors in the IT infrastructure.

Reactive problem management responds to events after they have happened. It identifies and eliminates the root cause of known incidents.

Let’s move ahead with some more ITIL Interview Questions.

Q57. What is the difference between an Incident and a Problem?

Ans. An incident is a single unplanned event that causes an unplanned interruption to an IT service. On the other hand, a problem refers to the underlying cause of one or more incidents. 

Q58. What is a ‘change request’ in ITIL?

Ans. A change request is a formal proposal to alter some product or system.

Q59. What is a ‘service request’?

Ans. A service request is a user request for information or advice, a standard change, or access to an IT service.

Q60. What is the difference between an incident and a service request?

Ans. Incidents are unplanned interruptions in the quality of an IT service. Service requests are additional requests processed by users and are often pre-approved by the organization.

Q61. What is the ITIL Lifecycle Model for services?

Ans. The ITIL Lifecycle Model for services includes –

• Strategy
• Design
• Transition
• Operation
• Continual Service Improvement

Q62. Name the ITIL Models commonly adopted by the organizations.

Ans. There are three types of ITIL models adopted by the organizations –

• Microsoft MOF (Microsoft Operations Framework)
• Hewlett-Packard (HP ITSM Reference Model)
• IBM (IT Process Model)

Q63. What is ISO/IEC 27002?

Ans. ISO/IEC 27002:2013 is an information security standard devised by the International Organization for Standardization (ISO) and by the International Electrotechnical Commission (IEC). This code of practice provides guidelines for organizational information security standards and information security management practices.

Q64. Give some examples of web-based service desk tools.

Ans. Some examples of web-based service desk tools include –

• BMC
• CA service desk
• Oracle Service Cloud
• ServiceNow
• SolarWinds Web Help Desk
• Spiceworks Help Desk/Cloud Help Desk
• Tivoli

Q65. Which ITIL processes belong to Service Strategy?

Ans. ITIL processes belonging to Service Strategy include –

• Business relationship management
• Demand management
• Financial management
• Service portfolio management
• Strategy management

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Q66. Which ITIL processes belong to Service Design?

Ans. ITIL processes belonging to Service Design include –

• Availability Management
• Capacity Management
• Design Coordination
• Information Security Management
• IT Service Continuity Management
• Service Catalog Management
• Service Level Management
• Supplier Management

Q67. Which ITIL processes belong to Service Transition?

Ans. ITIL processes belonging to Service Transition include –

• Change Evaluation
• Change Management
• Release and Deployment Management
• Service Asset and Configuration Management
• Validation and Testing
• Transition Planning and Support

Q68. Which ITIL processes belong to Service Operation?

Ans. ITIL processes belonging to Service Operations include –

• Access management
• Event management
• Incident management
• Problem management
• Service request fulfilment

Q69. What are ITSCM and BCP?

Ans. ITSCM – IT Service Continuity Management is a practice that allows information security professionals to develop IT infrastructure recovery plans

BCP – Business Continuity Planning is how a company creates a prevention and recovery system from potential threats.

Q70. What is ICT?

Ans. Information and Communications Technology (ICT) is the infrastructure and components that enable modern computing and refers to technologies that provide access to information via telecommunications.

Q71. Explain what configuration baseline is.

Ans. The configuration baseline in ITIL is an agreed-upon product specification at a point in time. A configuration baseline is the configuration of a service, product, or infrastructure agreed upon after being formally reviewed. After that, it can be changed only through formal change procedures.

Q72. What is the Return on Investment in ITIL?

Ans. Return on Investment ROI in service management measures utilising assets to produce additional value. We can calculate Return on Investment using the following:

ROI (%) = Net profit / Investment x 100

Q73. What is the Service Value System?

Ans. The Service Value System describes how the organization's different components and activities synergize to create value. 

The SVS consists of inputs, elements, and outputs relevant to service management. The key inputs are opportunity and demand, whereas the output is the value of products and services. 

• Opportunities – Options to add value for stakeholders or improve the organization.
• Demand – Need for products and services among internal and external consumers.

The structure of the Service Value System consists of the below elements: 

Element	Description
Guiding principles	Recommendations that can help an organization in all circumstances, irrespective of changes in its aim, goals, strategies, type of work, or management structure, etc.
Governance	It is the structure or means by which an organization establishes and maintains control over its direction.
Service Value Chain	A set of interconnected activities to deliver a valuable product or service to its consumers and to facilitate value realization.
Practices	A set of organizational resources for performing specific work or fulfilling an objective.
Continual Improvement	An organizational activity to ensure that an organization’s performance continually meets stakeholders’ expectations.

Q74. Explain the objective of Supplier Management.

Ans. Supplier Management consists of all business processes that deal with an organisation’s entire lifecycle of a supplier. The main purpose of Supplier Management is to get maximum value for the money spent on the suppliers and provide continuous and seamless quality of service to the business. The objectives of supplier management are: 

1. Ensuring that maximum value for money spent is obtained from all the suppliers and contracts
2. Maintaining the supplier contracts database
3. Maintaining the supplier relationship
4. Negotiating and establishing contracts with suppliers
5. Establish and maintain a policy regarding suppliers

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Q75. What is the difference between Utility and Warranty?

Ans. The following the some of the major differences between Utility and Warranty: 

Utility	Warranty
Utility is the functionality offered by a product or service to meet a particular need.	Warranty is an assurance that a product or service meets agreed requirements.
It is described as ‘what the service does’ and deals with ‘what the client gets’.	Warranty deals with ‘how the service performs’.
It can determine whether a service is ‘fit for purpose’.	It can determine whether a service is ‘fit for use’.

Q76. What is Service Validation and Testing? Name its process activities.

Ans. Service Validation and Testing refers to the testing of services during the Service Transition phase. It ensures the newly implemented or modified IT service meets its design specifications and business needs. It can be applied throughout the service lifecycle to ensure any service aspect’s quality.

The process activities of Service Validation and Testing are: 

• Validation and test management
• Test planning and designing 
• Verifying the test plans and designs
• Preparing the test environment
• Performing the tests
• Evaluating the exit criteria and report
• Test clean-up and closure

Q77. What are strategic/tactical/operational level changes?

Ans. The three levels where changes can be directed are explained below: 

• Strategic level change deals with the direction (business strategy) a business is taking. A strategic level change is managed and carried out by senior managers.
• Tactical changes – These changes refer to changes in the existing or new services that are required due to changing strategic direction. These changes are managed by middle management.
• Operational changes—These changes are due to operational-level changes in process and are usually driven by technology or service changes. They are managed by operation staff.

Conclusion

This brings us to the end of the blog on ITIL interview questions for freshers and experienced candidates. We hope the ITIL Interview Questions and Answers covered in this blog will help you ace your next interview.