Questões Prefeitura de Ananindeua-PA de Matérias Diversas | 140089

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According to ITIL version 3,

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