Service Manager Interview Questions Essay

2149 Words Jan 28th, 2013 9 Pages
Interview Questions

Q1. If we used an external organization to help us develop part of our service, what would that be called?

Q2. Can you name a risk that might occur whilst designing a service?

Q3. Can you name 3 types of SLA?

Q4. In your opinion, what should an SLA contain?

Q5. Why would you use SACM?

Q6. What is an OLA?

Q7. Why do we need CSFs?

Q8. When would we create a Service Design Package?

Q9. What type of information would you store in the Service Catalogue?

Q10. Can you give an example of a policy?

Q11. Why would you use Change Management?

Q12. What are the steps you would follow when a Change Request comes in?

Q13. What information would you attach to a Release Policy?

Q14. What inputs
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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 costs 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 KPIs can be used to measure the costs associated with IT services?

Service Design
37. How do you ensure that the design of a service meets the needs of the customer?
38. How do you ensure that the design of a service is cost effective?
39. How do you ensure that the design of a service fits into the larger technology environment?
40. What information is captured in a service design package (SDP)?
41. What's a RACI? What information is captured in a RACI?
42. What's the difference between a service

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