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Timed mock tests and model answers written by working engineers, for every level from fresher to lead. Pick any of our 75 courses below.

Topic: IT Service Management (ITIL 4). Questions are shared by related courses. View the Information Technology Service Management course → · Follow the Project & service management roadmap →

All Information Technology Service Management interview questions at a glance+

Fresher (0–3 years): Service Desk Analyst

  1. Walk me through the incident management process.
  2. Incident vs problem vs change: explain with an example.
  3. How do you keep customers happy on the service desk?
  4. An incident is…
  5. A user asks for a new laptop. This is a…
  6. ITIL 4 centres on the…
  7. An SLA is…
  8. Priority is usually based on…
  9. Which is an ITIL 4 guiding principle?

Mid-level (3–8 years): Service Delivery / ITSM Analyst

  1. Repeated incidents with the same cause keep happening. What do you do?
  2. How would you improve a slow change approval process?
  3. How do you report service performance?
  4. A standard change is…
  5. Problem management aims to…
  6. The CAB (change advisory board) helps…
  7. An OLA is…
  8. A CMDB stores…
  9. Continual improvement in ITIL follows…

Experienced (8–15 years): ITSM Manager / Service Owner

  1. How would you implement ITSM in an organisation with no process?
  2. How do you align IT services with business goals?
  3. How do you make ITSM work with agile and DevOps teams?
  4. Value streams in ITIL 4 describe…
  5. XLAs (experience level agreements) focus on…
  6. Change success rate is improved most by…
  7. AIOps can help ITSM by…
  8. A service catalogue lists…
  9. Shift-left in ITSM means…