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As mentioned in last week’s post, interviews that require ITIL Intermediate level knowledge will most likely be targeted to specific process areas and activities. If I interviewed someone for a job that required ITIL Intermediate level knowledge, in addition to other questions about the specific technical responsibilities of the job, I might ask the following questions:

Most organizations quickly realize that knowledge management must be integrated with incident management in order to improve the quality of service and the efficiency of providing assisted service. What is not as quickly recognized is the value of integrating knowledge management with problem management.