Questão 3075878

3075878 Ano: 2016
Disciplina: Inglês (Língua Inglesa)
Banca: FCC
Orgão: Pref. Teresina-PI

Provas:

According to ITIL version 3,

single point of contact is a methodology for using service desks and support groups around the world to provide seamless 24/7 service.

incident is an unplanned interruption to an IT service or reduction in the quality of an IT service.

change is a problem that has a documented root cause and a workaround.

Service Level Agreement − SLA is an agreement between an IT service provider and another part of the same organization.

Operational Level Agreement − OLA is an agreement between an IT service provider and a customer.

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