ITIL V3 Fundation 02 - Marcus Vinícius Braga Alcântara

Identity and rights are two important concepts involved in access management. Access management refers to the process of controlling and regulating access to a system or network. It involves verifying the identity of users and granting them appropriate rights and permissions based on their roles and responsibilities. This ensures that only authorized individuals can access sensitive information or resources, thereby enhancing security and protecting against unauthorized access or misuse. Therefore, the correct answer is Gerenciamento de Acesso.

Any individual who detects a disruption or reduction in the quality of a service, including IT technical staff, can report incidents. This statement emphasizes that incidents can be reported by anyone, regardless of their role or position, as long as they notice a problem with the service. It highlights the importance of inclusivity in incident reporting and recognizes that technical personnel also have the responsibility to report incidents they come across.

The correct answer is the first option: Qual é a visão?; Onde nós estamos agora?; Onde queremos estar? ; Como chegaremos lá?; Chegamos lá?; Como mantemos o impulso? This sequence represents the correct order of the 6 steps of the Continuous Service Improvement Approach (MCS). It starts with defining the vision, followed by assessing the current situation and determining the desired future state. Then, it focuses on developing a plan to achieve the desired state, checking if the goals have been achieved, and finally, maintaining the momentum of improvement.

Um serviço sempre entrega valor para os clientes, pois é o que eles buscam ao adquirir um serviço. Valor pode ser entendido como os benefícios e vantagens que o serviço proporciona, atendendo às necessidades e expectativas dos clientes.

A grave incident is one that has a high priority or a significant impact on the business. This means that it requires immediate attention and resolution due to its potential to cause significant disruptions or losses to the business operations.

This answer suggests that the role indicated by "I" in the RPCI matrix should be informed about decisions made and the progress of a process activity.

The correct answer is "Holística". In the ITIL Service Operation book, there is no mention of a "Holistic" type of Service Desk. The recognized types of Service Desks mentioned in the ITIL framework are Virtual, Centralized, and Local.

This answer accurately describes Technical Management as referring to groups, departments, or teams that provide technical expertise and management of the overall infrastructure.

Incidentes graves requerem procedimentos separados para tratar esses incidentes graves, com limites de tempo menores e com alta prioridade. Isso ocorre porque incidentes graves exigem uma resposta rápida e eficiente para minimizar danos e garantir a segurança. A separação dos procedimentos permite que recursos e atenção sejam direcionados especificamente para esses incidentes, enquanto limites de tempo menores e alta prioridade garantem que as ações corretivas sejam tomadas o mais rápido possível. A documentação no registro do incidente também é importante para fins de análise e aprendizado posterior.

An incident, according to the ITIL Service Operation book, is defined as an unplanned interruption or reduction in the quality of an IT service. This means that when there is an unexpected disruption or decrease in the level of service provided by IT, it is considered an incident. This definition helps to distinguish incidents from other types of events or planned outages that may occur in IT service management.

The correct answer is "Todos acima" because a model of a change process should include all of the mentioned elements: the steps that need to be taken to deal with the change, the responsibilities of those involved, definitions of time, and procedures for escalation.

The process of Financial Management for IT services is used as a strategic tool to evaluate the value of IT services. It applies to all three types of service providers mentioned in the options: internal service providers allocated within a business unit, internal service providers that provide shared IT services, and external service providers. Therefore, the correct answer is "Todos acima" which means "All of the above".

The correct answer is "Os intervalos de relatório de serviço devem ser definidos e acordados com os clientes." ITIL advises that the frequency of service reporting should be determined and agreed upon with the clients. This means that the provider of the service should discuss and come to an agreement with the clients regarding how often reports should be produced. This ensures that the reporting frequency meets the specific needs and expectations of the clients.

A matriz RPCI (ou RACI em inglês) serve para ajudar a definir os papéis e responsabilidades envolvidos em um processo. Ela é uma ferramenta de gestão que ajuda a identificar quem é responsável (R), quem é responsável em conjunto (A), quem precisa ser consultado (C) e quem precisa ser informado (I) em cada etapa do processo. Ao utilizar essa matriz, é possível garantir que todas as partes envolvidas tenham clareza sobre suas responsabilidades, evitando duplicação de esforços e garantindo uma melhor coordenação e colaboração entre as equipes.

O processo responsável pelo atendimento de requisições de serviços de usuários é o cumprimento de requisição. Esse processo é responsável por receber as solicitações dos usuários, registrá-las, priorizá-las e encaminhá-las para a área responsável pela execução do serviço solicitado. O cumprimento de requisição garante que as solicitações dos usuários sejam atendidas de forma eficiente e dentro dos prazos estabelecidos.

The correct answer describes Technical Management as referring to groups, departments, or teams that provide technical expertise and management of the overall infrastructure. This means that Technical Management is responsible for managing and maintaining the technical aspects of an organization's infrastructure, ensuring its smooth operation and functionality. They are the experts in their field and are responsible for ensuring that the infrastructure meets the organization's needs and goals.

The Desenho de Soluções de Serviço includes all the functional requirements, resources, and skills necessary and agreed upon for the delivery of the service. This aspect of Service Design ensures that all the necessary components are identified and included in the design of the service solution. It takes into consideration not only the functional requirements but also the resources and skills needed to successfully deliver the service.

The correct answer is "O Dono do Serviço" (The Service Owner). The Service Owner is responsible for the overall management and accountability of a specific service within an organization. They ensure that the service meets the agreed-upon service levels, coordinates with other stakeholders, and addresses any issues or improvements needed for the service.

The correct answer is "Operação de Serviço" (Service Operation). This phase of the service lifecycle is responsible for coordinating and executing the activities and processes necessary on a day-to-day basis to deliver and manage services at agreed service levels with business users and customers. It focuses on ensuring that services are delivered effectively and efficiently, resolving incidents and fulfilling service requests, and managing the performance and availability of services.

The metric of service measures the end-to-end service provided. This means that it evaluates the performance of the processes and functions involved in delivering the service from start to finish. It focuses on ensuring that the service meets the desired goals and objectives, taking into account all the steps and components involved in its delivery. This metric helps to assess the overall effectiveness and efficiency of the service and identify areas for improvement.

The correct answer is "Todos acima" (All of the above). This means that all of the listed options (1, 2, 3, and 4) are types of communication that one could expect the functions within the Service Operation to perform. This includes communication between shifts in Data Centers, communication related to changes, reporting of service performance, and routine operational communication.

Both Banco de Dados do Gerenciamento da Configuração (BDGCs) and Sistema de Gerenciamento da Configuração (SGC) are elements of the larger entity called Sistema de Gerenciamento de Conhecimento do Serviço (SGCS).

Durante o estágio de desenho, o pacote de desenho de serviço precisa ser produzido para cada serviço novo, mudança maior ou remoção de serviço. Esse pacote contém todas as informações necessárias para o desenho do serviço, incluindo requisitos, especificações técnicas, documentação e planos de implementação. Essas informações são então repassadas para o estágio de transição de serviço, onde o serviço é desenvolvido e implementado.

The correct answer states that both service owners and process owners are important for managing the service. This implies that both roles play a crucial role in the service management process and contribute to its success.

The given items in the list, "Gerente de Incidente", "Gerente de Mudança" and "Grupo de primeiro nível de suporte", can be better described as "Papéis, pessoas ou grupos" because they represent specific roles or positions (Gerente de Incidente and Gerente de Mudança) and a group (Grupo de primeiro nível de suporte) within an IT organization. These terms refer to the responsibilities and functions that individuals or teams fulfill in the ITIL framework.

The correct answer is "Guias complementares da ITIL". The ITIL complementary guides provide specific guidance for different industry sectors and types of organizations. These guides offer additional information and best practices that can be applied to enhance IT service management in specific contexts. They complement the core ITIL publications and provide more tailored guidance for different industries and organizations.

Todas as opções mencionadas (usuários, clientes, fornecedores e funções) podem ser consideradas partes interessadas em um projeto de gerenciamento de serviço. Os usuários são aqueles que utilizarão o serviço, os clientes são aqueles que contratam o serviço, os fornecedores são responsáveis por fornecer os recursos necessários para o serviço e as funções são as áreas ou departamentos envolvidos no projeto. Portanto, todas essas partes têm interesse no projeto e podem ser consideradas partes interessadas.

The process responsible for presenting these reports to customers is the Gerenciamento de Nível de Serviço (Service Level Management) process. This process is responsible for monitoring and reporting on the achievement of service level targets and ensuring that the agreed level of service is maintained. By presenting these reports to customers periodically, the Gerenciamento de Nível de Serviço process keeps customers informed about the performance and quality of the services being provided.

PAN (Padrões de Atividades de Negócio) têm o propósito de se referir a um perfil de carga de trabalho de uma ou mais atividades de negócio e são usados pelo provedor de serviço para entender a demanda por serviços de TI. Esses padrões ajudam a definir e identificar as necessidades e expectativas dos clientes, permitindo que o provedor de serviço planeje e entregue os serviços de forma adequada.

A process represents a department of the service provider. This statement is incorrect because a process is not equivalent to a department. A process is a set of activities that take inputs, transform them, and produce outputs. It is a series of steps that are followed to achieve a specific goal or deliver a specific outcome. It may involve multiple departments or functions within an organization.

The correct answer is "Todos os outros processos da ITIL". This means that when negotiating service level agreements, the service level management should consider all other processes of ITIL. This implies that the service level management should take into account the requirements and capabilities of all other ITIL processes in order to ensure that the agreed service levels can be met effectively.

The correct answer is "Dados - Informação - Conhecimento - Sabedoria." This hierarchy represents the progression of understanding and utilization of information. It starts with raw data, which is then processed and organized into information. From there, individuals can gain knowledge by analyzing and interpreting the information. Finally, wisdom is achieved by applying that knowledge in a meaningful and insightful way.

The correct answer is "Todos acima" because the Revisão de Problemas Graves should examine all of the following: things that were done correctly, things that were done incorrectly, how to prevent recurrence, and what should be improved in the future.

O processo responsável por monitorar o desempenho de um serviço de TI contra os ANSs (Acordos de Nível de Serviço) é o Gerenciamento de Nível de Serviço. Este processo é responsável por estabelecer, monitorar e melhorar os níveis de serviço acordados entre o provedor de serviços de TI e o cliente. Ele garante que os serviços de TI atendam aos requisitos acordados e que o desempenho seja medido e monitorado regularmente para identificar e corrigir possíveis desvios.

"Produtos" refere-se a serviços, tecnologia e ferramentas.

The correct answer is "Um conjunto especializado de habilidades organizacionais para fornecer valor para o cliente em forma de serviços." This answer best defines the term Gerenciamento de Serviços as a specialized set of organizational skills that aims to provide value to the customer in the form of services. It implies that the management of services requires specific expertise and capabilities to meet the needs and expectations of customers effectively.

O registro de relacionamentos entre itens de configuração (ICs) beneficia todas as atividades mencionadas nas opções. Ao registrar os relacionamentos entre os ICs, é possível avaliar o impacto e a causa de incidentes e problemas (opção 1), avaliar o impacto de uma mudança proposta (opção 2), planejar e desenhar uma mudança para um serviço existente (opção 3) e planejar uma atualização de tecnologia ou upgrade de software (opção 4). Portanto, todas as opções estão corretas.

The correct answer is "Controle de Operações de TI e Gerenciamento das Instalações". This answer is correct because it includes two sub-functions that are part of IT Operations Management: Control of IT Operations and Facilities Management. These sub-functions are essential for ensuring the smooth operation of IT systems and managing the physical facilities where the IT operations take place.

O dono deste processo é responsável por garantir que o processo de Cumprimento de Requisição esteja sendo executado de acordo com o processo acordado e documentado. Como o dono do processo, eles têm a responsabilidade de supervisionar e gerenciar todas as atividades relacionadas a esse processo, garantindo que sejam seguidas as diretrizes e procedimentos estabelecidos.

The correct answer is that the Configuration Management System is part of the Service Knowledge Management System (SKMS). This means that the Configuration Management System is a component of the overall Service Management System that is responsible for storing and managing information related to the configuration of IT services.

The correct answer is "Gerenciamento de Mudança, Gerenciamento de Configuração e de Ativo de Serviço, Gerenciamento de Liberação e Implantação." This answer is correct because it accurately identifies the groups of processes described in the ITIL Service Transition book. These processes are essential for effectively managing changes, configurations, assets, releases, and deployments within an IT service.

The correct answer is "Help Desk de TI" because it is not listed as a type of Service Desk structure described in the ITIL Service Operation book. The other options, Central de Serviços Local, Siga o Sol (Follow the sun), and Central de Serviços Virtual, are all mentioned as types of Service Desk structures in the ITIL Service Operation book.

The correct answer is 2, 3, and 4 only. This is because the Continuity of IT Service strategy should be based on the Business Continuity Strategy, the Analysis of Business Impact (AIN), and the Risk Assessment. The Design of the Service Technology is not directly related to the Continuity of IT Service strategy. Therefore, option 1 is incorrect.

The objective "Restaurar a operação de serviço normal o mais rápido possível após a ocorrência de uma falha" is not a valid objective for the Problem Management process because it is actually a goal of the Incident Management process. Problem Management focuses on identifying the root causes of incidents and implementing proactive measures to prevent them from recurring. Restoring service quickly after a failure is the responsibility of Incident Management, not Problem Management.

A melhor definição de um evento é uma mudança de estado que tenha significado para o gerenciamento de um serviço de TI. Isso significa que um evento é qualquer alteração ou ocorrência que possa afetar a operação ou a disponibilidade de um serviço de TI. Essas mudanças de estado são monitoradas e gerenciadas pelo departamento de TI para garantir que os serviços sejam entregues de acordo com os níveis acordados de desempenho e disponibilidade.

Contracts of support are used to define the supply of goods and services by suppliers. These contracts outline the terms and conditions under which the goods and services will be provided, including pricing, delivery schedules, and quality standards. They ensure that both parties understand their obligations and rights, and provide a legal framework for resolving any disputes that may arise during the course of the contract.

The correct answer is "O documento ANS cobre um serviço para todos os clientes daquele serviço." This means that the ANS document covers a specific service for all the customers using that service. It does not cover a group of individual customers or all services for all customers, nor does it apply to a service without any related customers.

The correct answer is "Gerenciamento da Segurança da Informação e Gerenciamento da Disponibilidade". The reason for this is that Access Management is closely related to both Information Security Management and Availability Management. Access Management ensures that authorized users have the right access to services and information, while Information Security Management focuses on protecting the confidentiality, integrity, and availability of information. Availability Management ensures that services are available when needed, which is also important for Access Management to provide timely access to authorized users.

The correct answer is "Desenho de Soluções, Portifólio, Arquitetura Tecnológica, Processos e Métricas." This answer includes aspects such as designing solutions, managing portfolios, defining technological architecture, establishing processes, and measuring performance. These aspects are all important components of Service Design, which focuses on designing and developing IT services that align with business objectives and meet customer needs.

The implementation of ITIL Service Management requires efficient utilization of people, processes, products, and partners. This means that in order to successfully implement ITIL, organizations need to have the right people with the necessary skills and knowledge, well-defined and streamlined processes, appropriate products and tools, and strong partnerships with external entities. All of these elements are essential for the effective implementation and management of ITIL practices within an organization.