10% off ITIL 4 Foundation virtual courses
Interviewing for an IT service management (ITSM) role can be a daunting prospect. In a sector where roles are so vast and varied, it is hard to pre-empt exactly what is going to come up during the interview process. You could be asked anything from defining the service desk, right through to an example of a time you handled change management.
Being prepared is key, so you have come to the right place!
The application process for most ITSM positions is similar to that of many other jobs. First, you will need to submit your CV and cover letter to any relevant advertised roles. The employer or recruiter will then screen these applications, before inviting a shortlist of candidates for a face-to-face interview. In addition to this, some roles may require you to complete a test or exercise to assess your technical abilities. References may then be contacted and, if successful, you will receive a job offer detailing the terms and conditions of employment.
As well as generic interview questions, such as tell me about yourself or why do you want this job, an IT service management interview is likely to delve into the nitty gritty of the role.
ITIL® 4 (Information Technology Infrastructure Library) is a standardised set of practices within ITSM, and chances are these practices will form part of an ITSM interview.
Learn more about the difference between ITIL and ITSM.
The following are some common ITIL and ITSM interview questions that you may be asked (complete with our recommended answers):
ITIL helps with the alignment of IT services and business needs. It establishes consistency and gives businesses a competitive advantage. ITIL also betters customer relationships through improved customer satisfaction with service delivery. Other notable benefits include improved cost-effective use of resources, better management of risk, and better handling of change.
Discover more of the benefits of ITIL 4.
A project tends to have a fixed time span whereas a process is continuous with no end date.
SLA stands for Service Level Agreement. An SLA refers to the commitment which exists between a service provider and the end user. They can be:
This refers to a time period when changes to the source code are no longer allowed.
OLA stands for Operation Level Agreement and is a contract between IT groups within a company defining how they will support the SLA.
Within ITSM, the end user tends to refer to the direct recipient of a service or product, whereas a customer refers to someone who can choose from various products, suppliers, and services.
An incident in ITSM is an interruption to an IT service which is unplanned.
Note: you may be asked to give an example from your own personal experience.
Plan, Do, Check, Act.
This cycle is used in various industries as a way of improving output. The ‘plan’ stage refers to identifying and mapping out improvements. ‘Do’ is the implementation stage. ‘Check’ refers to monitoring and measuring, and ‘act’ refers to the actions taken for continual improvement.
To ensure the ITSM system you develop is secure and compliant with industry standards, you must conduct a thorough risk assessment and continue undergoing regular audits to identify and address any weaknesses.
Make sure you implement secure coding practices and use encryption techniques to protect sensitive data. Additionally, maintain strict access controls and authentication measures to control who has access to the system.
Explain a time when you integrated an ITSM system with another enterprise system, detailing how you:
To quote Benjamin Franklin: “By failing to prepare, you are preparing to fail”. In the build up to an interview, preparation is essential. Have some real-life examples up your sleeve, as knowing your stuff in theory is great, but equally important is how you apply it.
It is worth knowing who is going to be interviewing you. Will someone from the IT team be present, or is the interview with HR and general managers? This may influence the questions you are asked. That said, never assume their knowledge or level of understanding.
Finally, consider gaining an ITIL 4 qualification. Not only will you learn more in depth answers to the common questions we have asked above, but an ITIL certification is the top way to evidence your abilities and proficiencies in ITSM. The ITIL 4 framework is aligned with a range of international quality standards and is recognised by organisations worldwide.