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ITIL :: View topic - Service Delivery manager
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Service Delivery manager

 
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Garofski
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Joined: Aug 12, 2008
Posts: 4

PostPosted: Thu Nov 27, 2008 8:30 pm    Post subject: Service Delivery manager Reply with quote

Hi Guy's

I've worked in the civil service for a number of years now. At present we are turning to ITIL to provide a better service. At the moment I'm the Service Desk Team Leader. I am think of applying for Service Delivery Team Leader. Has any one got any advice on what kind of questions i will be asked in the interview?

Regards

Garofski

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UKVIKING
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Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Thu Nov 27, 2008 8:51 pm    Post subject: Reply with quote

Sure

What is your name
What is your quest
What is your favorite colour
What is the average wind speed of a cocanut laden swallow

These and other questions in Book 6 of the ITIL V3 books are found in the section

'Stupid questions to ask at job interviews'

Garofski,

why do you think this forum would be able to answer questions that your own civil service would ask
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Garofski
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Joined: Aug 12, 2008
Posts: 4

PostPosted: Thu Nov 27, 2008 9:52 pm    Post subject: Reply with quote

I just thought that you guy's would have better understanding of what kind of things they would ask around ITIL, obviously i was incorrect. SORRY!!!!!!
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Thu Nov 27, 2008 10:08 pm    Post subject: Reply with quote

Garofski,

While yes we would know what questions some may ask about ITIL in a job role

None of us here have any idea of the job requirements for the post, your skills, the legal and procedure process within your country's civil service, and nor whether the inteviewing manager even knows what ITIL is.

Usually most HR departments look to see if you matcht the job requirements etc and then pass it on

If I was going to ask you questions about being a SDM,

I would ask questions about your dealing with difficult users (you know the type - morons, or pedantic bastard like me who get snarky). how did you handle them - politely, firm, angry etc

I would ask how you manage your time/tasks/

how you deal with vendors

Obviously if you meet the job requirements you would know the difference between Service delivery and service support

and I would ask how you deal with the SD people know as the Service desk team leader

Your inital question is sort of like asking.. what food should I order for an appitizer in the restaurnant

It is extremely contextual.

And of course the ultimate answer always is IT Depends
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Garofski
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Joined: Aug 12, 2008
Posts: 4

PostPosted: Fri Nov 28, 2008 1:47 am    Post subject: Reply with quote

Thanks for the reply, it has been very helpful.

Working as the Service Desk Team Leader for nearly 2 Years now i understand the difference between Service Delivery and Service Support.

I think I know what kind of questions they are going to ask and what my answers should be. I didn't realised how open my question was, and yes the answer is always Depends with IT.

Thanks again
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Fri Nov 28, 2008 4:28 am    Post subject: Reply with quote

Garofski

You have worked at the service desk for 2 years

you know what you want from Service delivery

you may or may not been ITIL trained

You are Civil service.
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Aerolla
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Joined: Sep 06, 2010
Posts: 1

PostPosted: Tue Sep 07, 2010 4:23 am    Post subject: Need help on this Question Reply with quote

Need Help :
Please help me in answering this Question :
Q1 You have been designated with the responsibility for managing a project to build an IT continuty Plan for SAPETCO IT Services

1A : Who will you liaise with in the initial planning stage and what information will you seek for Them 6 Marks / 6 Ideas

1b Typically, who would you involve in service outage Analysis and Why ?

1c What difficulties might SAPETCO Encounter if they just used Cash to Buy their way out of Capacity Problems 12 Marks
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Tue Sep 07, 2010 5:01 am    Post subject: Reply with quote

Real easy

It is in the books

Read the book, your notes, your classroom exercises

Other than that....
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Sep 07, 2010 5:52 pm    Post subject: Reply with quote

"Other than that..."

... use your work and life experience, especially what you have gained from working in the area IT service management.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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