Top Interview Questions and Answers for ITIL v4 Certification

The ITIL v4 certification is highly regarded in IT service management (ITSM) and equips professionals with knowledge to enhance business operations through effective IT services. If you’re preparing for an ITIL v4 certification interview, you’ll want to be ready for both technical and scenario-based questions. Below is a guide to common interview questions, along with tips and answers to help you stand out.

1. What is ITIL v4, and how does it differ from ITIL v3?

Answer: ITIL v4 is the latest version of the IT Infrastructure Library (ITIL), a globally recognized framework for IT service management. It emphasizes the integration of IT into business needs and strategies, focusing on value creation. The key differences between ITIL v4 and ITIL v3 include:

Service Value System (SVS): ITIL v4 introduces the SVS, which emphasizes the importance of creating value through IT services.
Guiding Principles: ITIL v4 brings forward seven guiding principles that organizations should follow to deliver IT services effectively, such as “focus on value” and “collaborate and promote visibility.”
Processes to Practices: ITIL v4 focuses on practices rather than processes, highlighting flexibility and integration with methodologies like Agile and DevOps.
2. What are the four dimensions of service management in ITIL v4?

Answer: The four dimensions of service management in ITIL v4 are:

Organizations and People: This dimension focuses on organizational culture, roles, and the skills of employees involved in delivering IT services.
Information and Technology: Covers the information architectures and technologies that are necessary to manage IT services effectively.
Partners and Suppliers: Deals with relationships and collaborations with other organizations (suppliers, contractors) essential for IT service delivery.
Value Streams and Processes: Focuses on workflows, processes, and the methods used to ensure value is delivered to customers.