Top 49 Itil Service Transition Interview Questions You Must Prepare 14.Jun.2024

  • 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.

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).

  • 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.

  • Microsoft MOF
  • Hewlett – Packard (HP ITSM Reference Model)
  • IBM (IT Process Model)

  • 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.

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 ).

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

Input >> Process >> output.

Process is closed loop.

  • 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.

How fast service can be restore after failure.

MTRS Mean time to restore service.

MTRS =Total downtime in hours /Number of service breaks

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.

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

Verified – person who checks whether the acceptance criteria have been met.

Sign off – give the sign off to the project.

How to implement services in production as per design services.

  • Coordination and managing of the process.
  • Build, test and deploy a release in to production.

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.

Continues evolution of service and identify ways to improve services.

Establish relationship with customers, understand customers and fulfil customers need.

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.

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

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

  1. Define the market.
  2. Define services and potential customers.
  3. Develop the offerings.
  4. Design the service.
  5. Develop strategic asset.
  6. Develop service as strategic asset
  7. Prepare for executions.
  8. Implement the service.

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.

Service Management is trforming resources into valuable services.

Service strategy represents policies and objectives to achieve service goal.

  • Help management to achieve goal.
  • Determine services.

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

Four metrics for performance measurement

  • Progress
  • Compliance
  • Effectiveness
  • Efficiency

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

In service portfolio services which are not in use/outdated due to existing Internal/External constrain are called retired services.

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

Goal of capacity management is optimization of existing resources and planning future resources.

Review current capacity  è Improve existing capacity è Assess new capacity Plan new capacity.

Availability Managements ensures level of service availability.

  • Proactive availability management.
  • Reactive availability 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.

  • Managing services as a portfolio is a new concept in ITIL V@
  • Service Catalogue Management was added as a new process in ITIL V@

AAMIS contain

  1. AM data and report
  2. Availability testing plan
  3. Availability plan
  4. Availability Design specification and criteria

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

The act of trforming resources into services is the core of service management.

Perspective: Vision and direction

Pattern:Way of doing activates

Position:Basis on which the provider will compete

Plan:How to achieve the goal

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


  1. Define the service.
  2. Create correct service catalogue.
  3. Link service catalogue with service portfolio.
  4. Link supporting services with service catalog.

Set of services available to deliver to customer.

Service package contain

@Core Service package

Details description of core service.
@Service level package

Level of service offered  Diamond gold silver.

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

Investment of some resource yielding a benefit to the investor.

Return on investment (%) = Net profit / Investment × 100

  • 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.

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.

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

Technical service catalogue contain information about all IT services.

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

Four P’s of design

  • People
  • Product
  • Processes
  • Partners/Suppliers

Initiation -> get requirement and plan -> implementation-> continuous improvement

Initiation -> define scope

Get requirement and plan-> BIA RA

Implementation -> develop/test/implement plan Continues improvement- > review Audit

Support the business continuity management process.

Ensure It services will be resumed within define time frame.

  • Maintain BCP pl
  • 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

  1. Service Strategy
  2. Service Design
  3. Service Trition
  4. Service Operation,
  5. Continual Service Improvement

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.

Continuous Availability: design the service to get 100 % availability. This Service has no unplanned or planned downtime.

Fault Tolerance No interruption in service after the component fail.

In service strategy financial 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.

Set of services available to deliver to customer.

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

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.