ITIL Layers

[vinodkumar2010]

What are the ISTM Layers?

Whar are the ITIL Layers?

What are the classes of CI?

I have faced this questions in Interview but i got some confusion to explain can any one pleas help on this?

[Astik Thombare · Accepted solution]

Hi @vinodkumar2010 ,

There seems to be some confusion around terminology. Here's a breakdown to address your interview questions:

1. ITSM Layers:

There's no standard framework called ITSM (IT Service Management) Layers. It's likely a misunderstanding of ITIL.

2. ITIL Layers:

ITIL (Information Technology Infrastructure Library) itself doesn't have layers. However, it provides a structured framework for IT service management (ITSM) through five stages in its service lifecycle:

1. Service Strategy: Defines the overall vision for IT services, aligning them with business goals.
2. Service Design: Creates blueprints for designing, developing, and delivering IT services.
3. Service Transition: Bridges the gap between design and operation, ensuring smooth introduction of new or changed services.
4. Service Operation: Focuses on the day-to-day delivery and support of IT services.
5. Continual Service Improvement (CSI): Continuously monitors and improves the quality of IT services.

3. Classes of CI:

In ServiceNow (a cloud platform for implementing ITIL best practices), Configuration Items (CIs) are components of the IT infrastructure. These CIs can be hardware, software, or services. ServiceNow organizes CIs into predefined categories based on function or type, called CI classes. Common CI classes include:

• Computer System (servers, laptops, desktops)
• Network Device (routers, switches, firewalls)
• Software Application
• Service Offering (the IT services provided)
• Location (physical or logical)

Recap for Your Interview:

• ITIL Service Lifecycle Stages: Explain these five stages for managing IT services.
• CI Classes: Explain CIs and how ServiceNow uses CI classes to organize them.

Addressing Confusion:

If you're unsure in an interview, clarify the term used. You can say something like:

"Thank you for the question. When you say 'ITSM Layers,' are you referring to the different stages of the ITIL service lifecycle?"

This demonstrates your understanding of ITIL and ITSM while seeking clarification.

Additional Resources:

• ITIL Official Website: https://www.itlibrary.org/
• ServiceNow Documentation: https://docs.servicenow.com/

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Thanks,

Astik

[vinodkumar2010]

Thank you @ Astik Thombare for providing the information yeah that was my first interview so got confused Terminologies so i couldn't able to faced few of them.And thank you for the clarification and suggestions.