Very interesting question. Below for your information:
First i think you need to know what is ITIL? so far which version is popular, V2 or V3? what's the ITIL can do? what's the difference between ISO/IEC 2000 and ITIL?
then you can ask candidate some questions:
1). Can you tell me how did you use ITIL in your project? if he experienced ITIL V2, he would know the 10 based process and 1 function(service desk).
2). What's the difference between accident and problem? What's the relationship between accident, problem, and change management?
3). How to improve infrastructure performence? and it relate to which process? (Capacity management)
4). How to know the IT service reached the committed point? how to use ITIL? ( Service Level Agreement management)
If the candidate give you correct answers, and provide a ITIL certification. i think he would qualify
hope above is helpful.
Main Topics
Browse All Topics
by: mark_willsPosted on 2008-12-28 at 05:56:20ID: 23251472
First up, have a read and get familiar with the main objectives : have a look at : http://www.itil-officialsi
Also go to the "best practices management" website and download the free handbook / pocket guide : http://www.best-management
So, apart from the "getting to know you" type stuff that normally starts the interview, then to embark on bonafide ITIL practices then the candidate will need to demonstrate and convince you of :
1) experience - preferable ITIL certifications
2) If you describe your current methods, how and where the candidate would introduce ITIL philisophies
3) How to get full support from Management all the way through the organisation
4) If you are a "software house" (or a customer service / user pays mentality) how does one offset the overheads versus the possible gains, and what bottom line benefit.
5) Read up on the glossary and ask your candidate what some of the terms mean (go to second link above).
6) Ask the candidate what they understand by each of the following, a brief description, traps, pitfalls, successes :
6a) Service Strategy
6b) Service Design
6c) Service Transition
6d) Service Operation
6e) Continual Service Improvement
I guess at the end of the day it really will come down to have the right type of personality and chemistry from that person who can manage the "change" process, of, be able to work alongside someone who can enforce change, and then provide the very good communications to ensure that changes for the right reasons are introduced and adhered to. There are quite a few who know about ITIL, and fewer who can actually make it happen. So, you will need to isolate the true job role, and if they have the authority to invoke change, or simply suggest and hope.