Common IT service management (ITSM) interview questions and how to answer them

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!

ITSM job application process

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.

ITSM interview questions and answers

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):

What are some of the benefits of ITIL?

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