1. What is ITIL?

ITIL or Information Technology Infrastructure Library is a set of practices highlighting

the best ways it can deliver the highest quality IT services. ITIL also helps with: 

 Managing business risks

 Strengthening customer relationships

 Establishing cost-effective practices

 Creating a stable IT environment and much more

2. What is ITSM?

ITSM or Information Technology Service Management is the act of taking the support of
people, processes, and technology to deliver IT services and support internal
customers.

3. Explain the phases of the ITIL Lifecycle?

The different stages of the ITIL life cycle are:

 Service strategy: It provides a plan/ strategy for the overall life cycle of the
project. In this stage, it ensures the strategy to be in sync with the business’
objectives to ensure that the customers can derive value from the customers.

 Service Design: This stage involves the design of services and additional
components that need to be introduced into the live environment.
  The next phase is the Service Transition. In this phase, IT services are built
and deployed. It also ensures that changes to the service and service
management process happen in a coordinated manner.

 Service Operations focus on making sure that the expectations of the end-user
are met, making sure that costs and potential issues are managed.

 Continual Service Improvement involves quality management to learn from

previous losses and successes. With this, the effectiveness and efficiency of
IT processes and services can be improved.

4. What are the 4 Ps of ITIL?

People: These represent the individuals who are associated with the processes and
procedures.

Processes: The company’s ability to implement processes are focused on.

Products: These focus on the service itself, along with its underlying technology. 

Partners: The partners who work with the IT organization to ensure that the service
works properly.

5. Explain the Service Value System?

The service value system describes the different components and activities that
synergize to create value. These include inputs, elements, outputs, and other
components that are relevant to service management. 

 Guiding principles: These are recommendations that can help an organization

in any scenario, regardless of the aim, goal, strategy, type of work,
management, or structure.

 Governance: It offers a structure that’ll help the organization establish and

maintain control over its direction. It aims every investment the organization
makes to create value and to ensure that they meet business objectives. 

 Service Value Chain: It is a model used for creating, delivering, and continually
improving services. It involves six activities, all of which can be combined in
different ways to create multiple value streams.

 Practices: These are a collection of organizational resources that focus on

performing some specific work or on fulfilling an objective.

 Continual Improvement: Focuses on the improvement by improving the

service’s effectiveness and efficiency, reducing the cost of services,
resources, and other IT management practices.
  Opportunity/Demand: Opportunity refers to the organization's options to
deliver value to its stakeholders and improve. Demand refers to the need/
desire for products among internal and external customers. 

6. What are the Guiding Principles in the Service Value System?

We design the guiding principles to guide the organization's decisions and actions to
make sure they can make the most of ITIL. These principles work regardless of the
scenario, objective, goal, strategy, type of work, management, or structure. The seven
guiding principles are: 

 Focus on value

 Start where you are

 Progress iteratively with feedback

 Collaborate and promote visibility

 Think and work holistically

 Keep it simple and practical

 Optimize and automate

7. Explain the objective of ‘Design and Transition’ on the Service Value Chain.
The service value chain consists of 6 activities that enable the creation of value. The
design and transition component will help organizations ensure the products and
services are up to the quality, cost, and other requirement standards set by the
stakeholders. 

8. Why do we need to ‘Engage’ as part of the Service Value Chain?

The engage component provides an understanding of the stakeholders' needs, ensuring
transparency, regular engagement, and a favorable relationship with the stakeholders. 

9. Explain the role of Service Operation in ITIL.

In this stage, we measure the value of IT Services. They also help: 

 To deliver and support IT services at a satisfactory level for everyone involved

in the process.

 To act as a point of contact, in the form of the service desk.

 To identify activities that need to be completed within the service catalog.

10. What are the measures of IT Service Management?

ITSM helps manage and control outcomes along with service operations, there are four
measurement layers.

 Progress: This layer deals with the progress of the current service operations.

 Compliance: This layer focuses on existing industry processes and market

standards.

 Effectiveness: This layer makes sure that it maintains the effectiveness of the
service.

 Efficiency: This is the layer that focuses on maintaining the workflow and
performing service maintenance.

Let’s continue having a look at some ITIL interview questions.  

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11. Explain how Availability, Agreed Service Time, and Downtime are related.
  Availability: It is the ability of an IT service or any of the other configuration
items to perform its expected functions when required.

 Agreed Service Time: It is the expected time during which the service is to be
operational.

 Downtime: It is the time during the agreed service time that your service isn’t
operational.

12. What is an SLA?

SLA or Service-Level-Agreement is an agreement between the client and the service

provider. It highlights the quality of service that the client expects from the provider, the
metrics that make up the success being a success, and the penalties or remedies that
the service provider would have to deal with if the service isn’t of the expected quality.

13. What are the types of SLAs?

 Corporate SLAs cover the issues relevant to the organization. These are the
same across the organization.

 Customer SLAs refer to issues specific to the customers.

 Service SLAs deal with issues relevant to a specific service (in relation to the
customer) that can be covered. Applies to all customers that contract the
same service.

14. What are the Service Portfolio, Service Catalog, and Service Pipeline?
  The service portfolio is a repository of all the information related to the IT
services in the organization.

 The service catalog consists of links to active services with the help of their

service design package.

 The service pipeline includes references to services that are still not live yet.
These plans could be proposed or under development.

15. What is a Service Request?

A service request is a request for IT service access, changing a standard, information, or

advice. The service request usually covers things that have already been approved by
company policy and don’t require any new additional permissions. 

16. What are the types of Service Providers?

 Internal Service Providers: These represent the dedicated resources of a

business unit and deal with organization management internally.

 External Service Providers: These providers provide services to external

customers. They handle specific and special scenarios based on market
standards.

 Shared Services: These are autonomous special units that act as internal
service providers.

17. Explain the difference between an End-User and a Customer.

 End-user: A end-user is someone who directly receives or uses the product.

 Customer: A customer is someone who defines the requirements of service

and may or may not be able to choose between products or suppliers.

18. What is a Standard Change?

Standard change refers to a change that’s been implemented in the form of a service
request. 

19. What is a Configuration Item?

A configuration item is a component that needs to be managed to deliver an IT service.

It records information about these CIs into the configuration record, within the
configuration management system. These items could be IT services, hardware,
software, buildings, people, and other formal documentation. 

Let’s take a look at some more ITIL Interview questions. 

20. What is a Warranty?

A warranty is an assurance provided by the service provider to the

customers/stakeholders that their products/services meet the agreed-upon
requirements. It focuses on ‘how the service performs’ and to find whether services are
‘fit for use.’ It typically focuses on the service's availability, security, capacity, and
continual ensured working. 

21. What is the Service Desk?

The service desk acts as a point of contact between the service provider and the users.
It acts as a communication point where users can report operational issues, queries,
and other requests. For the service desk to be successful, the service desk needs to
have great customer service skills like empathy and emotional intelligence. 

22. What are the responsibilities of a Service Desk?

 To ensure that it restores normal operations in the event of a disruption.

 To detail the steps to improve user awareness regarding IT issues and to

encourage them to use IT services, components, and resources.
  To assist other IT Service Management processes and functions by escalating
requests.

23. What is an IT asset?

An IT asset represents any component that’s financially valuable that eases the delivery
of an IT product or service.

24. What is Problem and Problem Management?

A problem is a cause of conflict or incident which is still unknown. Problem

Management is a process that manages the life-cycle of problems. Detecting and
providing solutions or workarounds are considered a success to ensure the
organization's impact is limited and doesn’t recur.

The phases of problem management are:

 Problem identification

 Problem control

 Error control 

25. What are the outcomes in ITIL?

Outcomes are results obtained after performing an activity, following an activity,
providing a service, and more. It is used to compare the intended and actual results.
Outcomes are both qualitative and quantitative. We measure outcomes based on the
perspectives of the people who are using the service. 

26. What is a Utility?

A utility refers to a product/service's functionality to meet a particular need in the

market. A utility focuses on what a particular service does and finds if the service is ‘fit
for its purpose.’ 

27. Explain how incidents, problems, and known errors are different from one
another.

 Incidents: These are parts of the process that were not expected during the
planning phase and not were supposed to be part of the standard operation.

 Problem: It is a cause of conflict or incidents which is still unknown.

 Known errors: A known error is a problem that’s already been diagnosed, and a
workaround or a permanent solution has already been found.

28. What is a Workaround?

A workaround is a temporary solution that resolves issues temporarily. In this case, the
issue’s reason has not been identified. The time frame for a workaround isn’t usually
defined and could range from a few seconds to many years.

29. What are some workaround or recovery options?

Recovery options are divided into three categories:

 Fast recovery: This recovery takes place within 24 hours (hot standby).
  Intermediate recovery: The recovery process is completed within 3 days
(warm standby).

 Gradual recovery: The recovery takes place in a matter of days/weeks, but

always after 24 hours.

30. Explain the 7R’s of Change Management?

Change Management in ITIL enables organizations to deploy changes without causing

any downtime or any other disruption.

The 7 R’s are:

 Who RAISED the change?

 What is the REASON for the change?

 What RETURN will the change deliver?

 What RISKS are there if the change isn’t carried out?

 What are the RESOURCES required to perform the change?

 Who is RESPONSIBLE for this change?

 What is the RELATIONSHIP between this and other changes?

Moving forward in this article on ITIL Interview Questions, we’ll cover topics like
emergency changes, change enablement, PDCA cycle, PIR, and so on. 

31. What is Emergency Changes?

Emergency changes are changes that need to be incorporated as soon as possible. The
changes, in this case, aren’t tested, and it makes certain decisions balancing risks and
rewards

32. What is Change Enablement?

It is the method that aims to maximize the number of IT changes that are successful by
ensuring risks are assessed properly; it allows changes to proceed, and to manage the
change schedule.

33. What’s the difference between a Change Request and a Service Request?

 A change request is a formal proposal to make alterations to a

product/system made by a service user/ stakeholder.

 A service request is a request for IT service access to change a standard,

information, or advice. These are things that are already approved by company
policy.

34. What does a Known Error mean in ITIL?

A known error refers to a problem that has been analyzed and has not been resolved. 

35. Explain the plan-do-check-act (PDCA) cycle.

Businesses use the PDCA cycle for the control and continuous improvement of
products and processes. The parts of the cycle are: 
  Plan: In this stage, the improvements are planned. Here the measure of
success is measured. After performing gap analysis, it makes a plan to reduce
the gap through improvements

 Do: This stage involves the implementation of improvements. It is in this stage

that we take steps to close the gaps determined in the previous phase

 Check: This stage involves monitoring, measuring, and reviewing. The results
obtained here are compared to the factors that make up success, discussed in
the planning stage

 Act: In this stage, the improvements identified are completely implemented

36. What is the Post Implementation Review?

The post-implementation review or PIL is an evaluation and analysis of the final working
solution. After a change request is made, the review takes place and checks if the
change and its implementation were successful. PIL helps answer questions like:

 Did the change solve the problem it aims to address?

 In the case of failure, did the back-out plan work?

 Did the change impact the customers?

 Were resources allocated effectively through the process?

 Was the change implemented based on a budget and in a timely manner?

37. What is the RACI model?

The RACI Model is a tool that helps identify different roles and responsibilities with ease
during a project. It stands for:

 Responsible: The people who perform the work to complete the task.
Depending on their tasks, responsibilities are assigned to them.
  Accountable: The person or people responsible for the thorough and correct
completion of the task.

 Consulted: The person or people who provide information about the task and
are consulted as it progresses. This usually involves back-and-forth
communication.

 Informed: These people are kept informed regarding how the task is
progressing. Communication, in this case, is usually one-way.

38. What is Incident Management, and what are its objectives?

Incident management is part of the IT Service Management that ensures normal service
is restored as soon as possible. The objectives of incident management are: 

 Reporting and resolving the incident with the IT service as soon as it happens.

 Focusing on the satisfaction of customers and users.

 Ensuring that approved and regulated methods are applied to all processes.

39. What is Service Request Management?

This practice focuses on the service's agreed quality by managing service requests in
an effective and user-friendly manner. These depend on processes and procedures to
maximize the efficiency of the practice with the help of tracking and automation tools

40. What is the purpose of Supplier Management?

This form of management makes sure that the organization’s suppliers and their
performance are properly supported to ensure continuous quality products and
services. The objectives of supplier management are: 

 To maintain the supplier contracts database

 Maintaining the supplier relationship

  Negotiating and establishing contracts with suppliers

41. What is the Continual Improvement Model?

This model defines a series of steps for implementing improvements. The Continual

Improvement model is known for using techniques like a SWOT analysis. It also uses
balanced scorecard reviews, and maturity assessments. It provides a high-level guide to
support improvement initiatives. With this, the chances of the ITSM initiative to be
successful are improved. It places a stronger focus on customer value and making sure
improvements match the organization’s vision.

42. Name some knowledge management systems related to ITIL.

 CMIS (Capacity Management Information System): A Capacity Management

Information System, or CMIS, collects information regarding IT infrastructure
usage, capacity, and performance. The data is gathered in a consistent
manner then stored in either a single or series of databases.

 AMIS (Availability Management Information System); The AMIS is a virtual

repository of all Availability Management data and is usually stored in multiple
physical locations.

 KEDB (Known Error Database): Known Errors are managed by the Problem
Management process, with the details of each known error recorded in a
Known Error Record, which is in turn stored in the Known Error Database
(KEDB).

43. Why do we need Relationship Management?

Relationship management ensures that the organization's suppliers and their

performance are managed appropriately to support seamless, quality products, and
services. Its major objective is to establish and nurture the links between the
organization and its stakeholders 
44. Why do we need Information Security Management Systems?

Information Security Management Systems help align business and IT security while
also ensuring information is handled effectively across services and service
management activities. These ensure that:

 Information is available and can be used when required. It also plays a role in
ensuring that these systems can resist, recover, or prevent failures.

 Access to information is only for individuals who have the right to know it.

 The information is complete, accurate, and safe from unauthorized access.

 We can trust information exchange or business transactions.

45. What is the purpose of the deployment management practice?

The deployment management practice is used to move new or changed hardware,

software, documentation, processes, or any other component to a live environment.
They can also involve it in deploying components to other environments for the process
of testing and staging.

1. What is ITIL?

Information Technology Infrastructure Library (ITIL) is a collection of

comprehensive practices for IT Service Management (ITSM), which focuses on IT
services alignment with the requirements of business needs.

It helps businesses to achieve their mission with the best way to plan, manage, and
deliver.

For more information: Introduction to ITIL

2. ITIL V3 framework consists of which processes?

ITIL V3 organizes ITIL processes into five service lifecycle stages:

  Service strategy
 Service design
 Service transition
 Service operation 
 Continual service improvement

3. Explain the benefits of ITIL?

The major benefits of ITIL are listed below:

 Powerful alignment between the business and IT

 Improves customer satisfaction and service delivery
 Improved utilization of resources by lowering costs
 Comprehensive visibility of IT costs and assets
 Better administration of business risk and service disruption
 Supports constant business change for a stable service environment

4. What are the benefits of implementing an ITIL service desk?

The main benefits of Service Desk implementation are:

 Increased first call resolution

 Improved tracking of service quality
 Improved recognition of trends and incidents
 Improved employee satisfaction
 Skill-based support
 Rapid restoration of service
 Improved incident response time
 Quick service restoration

5. What processes are utilized by the Service Desk?

Workflow and procedures diagrams

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6. What are the objectives of Incident Management?

The main objectives of the incident management process are listed below:

 Assure that regulated methods and procedures are used for the prompt and
efficient response, reporting of incidents, documentation, analysis, and ongoing
management 
 Progress visibility and communication of incidents to IT support staff and
business
 Improve the business perception of IT by resolving and reporting incidents when
they occur 
 Align Incident Management activities and priorities accordingly
 Manage user satisfaction with the quality of IT services 
7. How an Incident Management System Works?

 Records incidents
 Lists them depending on their impact and urgency
 Authorizes the incident to the relevant responding personnel
 Resolution and recovery

8. What are the stages of incident management in ITIL?

Incident Management is the process of managing the lifecycle of incidents that are
reported. It consists of several steps that must be carried out to resolve and document
the incidents. 

The following are the steps of the incident management process:

Step1: Incident identification

Step2: Incident logging

Step3: Incident categorization

Step4: Incident prioritization

Step5: Incident response

Step6: Initial diagnosis

Step7: Incident escalation

Step8: Resolution and recovery

Step9: Incident closure

9. What is an SLA?

An SLA (Service Level Agreement) is a commitment between a service provider

(internal or external) and the end-user. It represents the level of service assumed by
the service provider.

10. Explain different types of SLA.

Service Level Agreements are defined into three types:

  A customer service level agreement exists between you and an external
customer. 
 An internal service level agreement exists between you and an internal
customer (such as another organization, site, or department).
 A vendor service level agreement exists between you and the vendor.

=> For more ITIL resources visit here: ITIL Detail Guide

11. What is the purpose of Problem Management in ITIL?

 Identify and troubleshoot potentially recurring incidents

 Determine the root cause
 Take steps to prevent the incident from reoccurring

12. What are the stages in the overall Problem Management

Process? 

 Detect and log the problem

 Categorize and prioritize the problem
 Investigate and diagnose 
 Identify a workaround for the problem
 Raise a known error record
 Resolve the problem
 Close the problem
 Review the problem

13.What is a Known Error?

A Known Error is a problem that has a recorded root cause and a workaround. 

A Known Error record contains the following:

 Status
 Error description
 Root cause
 Workaround

Problem + RootCause + Workaround = Known Error

14. How does a known error close?

Known Error closes depending on the following conditions:

 When all the Request for Change (RFC) records are closed.
 The Known Error Details section must have information about a Root Cause,
Solution, and Workaround before you can close the known error record.
 When a record is in the Error Closure phase.

15. What are the objectives of IT Service Continuity Management?

 Analyzing the risks.

 Testing back-out arrangements.
 Drawing up back-out scenarios.

16. What is the purpose of Configuration Management in ITIL?

The primary purpose of Configuration Management is to collect, store, manage,

update, and verify data on IT assets and configurations in the enterprise.

17. What is a plan–do–check–act (PDSA) cycle and define its phases?

The PDSA cycle is a 4-step management method used for control and continuous
improvement of a product/process in a business. It is also known as the Deming cycle/
circle/wheel.

The phases are categorized into:

 Plan: Recognizing and analyzing the problem

 Do: Developing and testing a solution to the problem
 Check: Checking how effective the test solution handles the problem, and
analyzing whether it could be improved in any way
 Act: Implementing the improved solution effectively 

18. Explain the difference between a project and a process?

 A project has a finite lifespan.

 A process is continuous and has no end date.

19. Explain the responsibilities of an ITIL Service Desk?

 Log, categorize and prioritize incidents

 Investigate and diagnose 
  Incident resolution
 Handling of major incidents
 Incident management reporting

20. What’s the difference between proactive and reactive problem

management?

The major difference between reactive and proactive problem management is reactive
problem management identifies and eliminates the root cause of known incidents,
whereas proactive problem management prevents incidents by finding potential
problems and errors in the IT infrastructure.

21. What’s the difference between an Incident and a Problem?  

 Incident: an incident is an event that leads to an unplanned interruption to an IT

service.
 The problem: a problem is an underlying cause of one or more incidents.

22. What is the objective of ITIL Change Management?

The primary objective of change management is to minimize the risk and disruption in
business operations by establishing standardized procedures in managing change
requests in an agile and effective manner.

23. What is Post Implementation Review (PIR)?

Post Implementation Review (PIR) is an evaluation and analysis of the complete

working solution. It will be performed after the change request is implemented to
determine whether the change and its implementation request were successful.

24. What is the main objective of Capacity Management and what are
its subprocesses?

The main objective of Capacity Management is to ensure the IT services and resources
are right-sized to meet the service level targets for current and future business
requirements in a cost-effective and timely manner.

Capacity Management comprises 3 sub-processes:

 Business Capacity Management

 Service Capacity Management
  Component Capacity Management

25. What is an Operational-level agreement (OLA)?

An operational-level agreement (OLA) is a contract that describes how the various IT

groups within a company design their processes and services to support service-level
agreement (SLA).

26. List the various knowledge management systems?

 Capacity Management Information System(CMIS): It is a collection of data

regarding IT infrastructure usage, capacity, and performance that gathered in a
consistent manner and stored in either single or series databases. 
 Availability Management Information System (AMIS):  It is a collection of the
Availability Management data and stored in various physical locations.
 Known Error Database (KEDB): It is a database that defines all the known issues
within a system.
 Configuration Management Database (CMDB): It is a database used to store
relevant information about software and hardware assets used in an
organization and their relationships.
 Definitive Media Library (DML):  It is a secure logical library in which the
definitive, authorized versions of all software media Configuration Items are
stored and protected.
 Service Knowledge Management System (SKMS): It is the primary repository of
the data, knowledge, and information that the IT organization required to
administer the lifecycle of its services.

27. Explain the relation between Availability, Availability service

time, and downtime?

Availability % = (Available service time - downtime)/Available service time.

28. Explain ISO/IEC 27002?

ISO/IEC 27002 is a code of best practices that deliver guidelines for organizational
information security standards and information security management for
implementing information security controls.

29. List the 7R’s of change management?

 Who RAISED the change?

  What is the REASON for the change?
 What RETURN will the change deliver?
 What RISKS are there if we do or do not carry out the change?
 What RESOURCES will be required to perform this change?
 Who is RESPONSIBLE for this change being performed?
 What RELATIONSHIPS are there between this and other changes?

30. What is the difference between customers and end-users? 

 An end-user or end customer is the direct recipient of a product or service.

 A customer is an entity that may or may not have the ability to choose from
different products or suppliers.

31. What is the importance of an information security policy?

The importance of Information security policy is protecting the information and data of
the organization from security risks.

32. What is the objective of a Balanced Scorecard?

The objective of a Balanced Scorecard is to translate an organization’s mission and

vision into actual actions. It is a strategic planning and management system used to
find and improve various internal functions of an organization and their resulting
outcomes.

33. What is the difference between service requests and incidents?

 Service Requests are formal requests from a user for some type of service or
information.
 The incident is something that an unplanned interruption or reduction to an IT
service.

34. What are the Service portfolio, Service Catalog, and service
pipeline?

 The service portfolio is a complete listing of all the services provided by a

service provider across the market and customers.
 Service Catalogue is the subset of the Service portfolio. Services ready to be
offered to customers are listed in the service catalog.
 Service Pipeline refers to services under development.
35. What is the difference between Emergency Changes and
Expedite / Urgent Changes? 

 Emergency changes are defined as highest priority changes defined in an

organization that needs to be implemented quickly.
 Expedited change is defined as a change that meets a critical business or legal
requirement but is not related to restoring service.

36. Explain Change Advisory Board (CAB)?

Change Advisory Board (CAB) consists of an authoritative and representative group

of people who assist the change management process with the authorization,
assessment, prioritization, and scheduling of requested changes.

37. What is the Freeze period in ITIL?

It is a time period in the development process after which the rules for creating
changes to the source code become more severe.

38. Which is a formal proposal for an alteration to some product or

system?

Change Request.

39. Name two Service Management processes that use a risk analysis
and management methodology?

Availability Management and IT Service Continuity Management.

40. Name the ITIL models adopted by an organization?

 Microsoft MOF (Microsoft Operations Framework):  It is a structured approach

that supports customers how to plan, develop, and operate services in a cost-
effective and efficient manner.
 Hewlett-Packard (HP ITSM Reference Model): This model is used to present and
describe various IT Management processes, business linkages, and inter-process
relationships that IT requires to develop, deploy, and support services in the e-
world.
  IBM (IT Process Model): This model is used to define common business services
and processes across the enterprise. This software is a set of best practices to
support core system renewal and integration projects.

41. List the common/work-around recovery options?

Recovery options are classified as:

 Manual workaround
 Reciprocal arrangements
 Gradual recovery
 Intermediate recovery
 Fast recovery
 Immediate recovery

42. Who is primarily responsible for the categorization of a proposed

change within an ITIL compliant Change Management process?

Change Manager

43. When is a known error recognized?

When the cause of the problem is known

44. Name examples of proactive problem management?

Trend analysis and pain value analysis.

45. What will be the first step while registering an incident?

Providing incident number.

46. what are the 4 P’s that facilitate effective Service Management in
ITIL?

People, Processes, Products, and Partners.

47. Any item including service component or asset which is under the
control of Configuration Management is known as what?

Configuration Item.
48. Who is responsible to maintain and protect the Known Error
Database?

The Problem Manager is responsible to maintain and protect the Known Error

Database and initiates the formal closure of all Problem records.

49. Explain Work-around?

A Workaround provides a temporary means of resolving an issue for which an

underlying root cause has not yet been resolved.

50. What is the RACI model?

 Responsible: Person responsible to complete the assigned job.

 Accountable: Person accountable for the assigned task.
 Consulted: Defines who are consulted, persons, or group.
 Informed: People who are informed on the progress and ongoing task.

51. What is the Configuration baseline in ITIL?

A configuration baseline is a kind of a baseline that is particular to configuration

management. It is used for a configuration, which has been formally agreed and
managed by the change management process.