Questions

Question N °1: Do you think it's useful to record the incidents that occur in the use of the computer system? Why?

Answer: Yes, because it can help upgrade the service, errors and problems that users present

Question N °2: What can a methodology contribute to this field of computing?

Answer: A methodology can help upgrade the service, through using best practices

Question N °3: What's the point of having support technicians organized by levels?

Answer: Technicians are organized to solve problems with the specialized or deep knowledge that each one has

Question N °4: What are the drawbacks for a technician to attend user notices directly without using the established incident communication means?

Answer: If the technician not using the database, he may take longer or may not be able to fix a user's problem

Question N °5: Information and origins of ITIL and its relationship with ISO/IEC 20000

Answer: Information Technology Infrastructure Library, or ITIL, is a set of concepts and good practices used for the management of ICT services, the development of information technologies and operations related. This was developed in 1980s.

ITIL had origin in a government initiative, since the rapid growth of technology companies and technological resources motivated the structuring of good practices to guide the management of technology services.

Relationship between ITIL and ISO / IEC 20000: They have similarities and share various practices between them, which is why organizations commonly implement ITIL first and then certify in ISO/IEC20000.

The difference is that ITIL is not measurable and can be implemented in many ways, whereas with ISO / IEC 20000, organizations must be audited and measured against an established set of requirements.