QUESTION 3 OF 33

Do you have experience with ITIL?

The Information Technology Infrastructure Library (ITIL) is a framework to ensure the quality of IT activities such as service management, service delivery, and asset management. Interviewers ask this question to determine if a candidate has the experience, education, or certification necessary to perform service delivery duties within their ITIL framework implementation.

Avoid framing general service delivery experience as ITIL experience. ITIL professionals take classes and are often certified in this area. Interviewers may ask follow-up questions related to specific terms or processes that could easily expose dishonesty in this area.

"I am ITIL version four certified. We used ServiceNow at my last company to help us streamline ITSM workflows. I was also trained on ITIL version three. I appreciate that version four focuses on setting the stage for the co-creation of value between the customer and a service organization. This shift in mentality went a long way towards fostering the empowerment of our customers to directly participate in the process and enhancing the value of the services they received."

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IT Delivery Manager Mock Interview

Do you have experience with ITIL?

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33 IT Delivery Manager Interview Questions & Answers