Questão 1094158

Tecnologia da Informação · 2016

Questão

ID 1094158

Disciplina: Tecnologia da Informação

Assunto: Conceitos Gerais do ITIL v3

Ano: 2016 Banca: FCC - Fundação Carlos Chagas Órgão: Prefeitura Municipal de Teresina

According to ITIL version 3,

Alternativa A:
single point of contact is a methodology for using service desks and support groups around the world to provide seamless 24/7 service.
Alternativa B:
incident is an unplanned interruption to an IT service or reduction in the quality of an IT service.
Alternativa C:
change is a problem that has a documented root cause and a workaround.
Alternativa D:
Service Level Agreement − SLA is an agreement between an IT service provider and another part of the same organization.
Alternativa E:
Operational Level Agreement − OLA is an agreement between an IT service provider and a customer.