Questão 928657

• Banca: CESPE / CEBRASPE
• Órgão: SERPRO
• Ano: 2008
• Provas: CESPE - 2008 - SERPRO - Analista - Suporte Técnico
• Disciplina: Governança de TI
• Assuntos: ITIL

Acerca do ITIL, julgue os itens subseqüentes.

O gerenciamento de incidentes é um processo que visa reduzir os impactos adversos decorrentes de incidentes. Classificar, investigar, diagnosticar, resolver e recuperar incidentes são atividades nesse processo; custo médio por incidente é uma possível métrica para julgar o desempenho desse processo; ao longo do seu ciclo de vida, um incidente pode passar por diversos estados.

• C. Certo
• E. Errado

Gabarito: C

Comentários

• Questão correta.
  
  Ainda, de acordo com [1], algumas métricas são:
  
  • Total numbers of Incidents (as a controlmeasure)
  • Breakdown of incidents at each stage (e.g. logged, work in progress, closedetc)
  • Size of current incident backlog
  • Number and percentage of major incidents
  • Mean elapsed time to achieve incident resolution or circumvention, broken down by impact code
  • Percentage of incidents handled within agreed response time(incident response-time targets may be specified in SLAs, for example, by impact and urgencycodes)
  • Average costper incident
  • Number of incidents reopened and as a percentage of the total
  • Number and percentage of incidents incorrectly assigned
  • Number and percentage of incidents incorrectly categorized
  • Percentage of Incidents closed by the Service Deskwithout reference to other levels of support (often referred to as ‘first point of contact’)
  • Number and percentage the of incidents processed per Service Desk agent
  • Number and percentage of incidents resolved remotely, without the need for a visit
  • Number of incidents handled by each Incident Model • Breakdown of incidents by time of day, to help pinpoint peaks and ensure matching of resources.
  
  [1] Itil v3, Service Operation, página 102