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Questão de Governança de TI — ITIL v. 3 — FCC 2016

Governança de TIITIL v. 3
Código
fc035099
Banca
FCC
Órgão
Prefeitura de Teresina - PI
Ano
2016
Nível
Médio
According to ITIL version 3,
  1. Asingle point of contact is a methodology for using service desks and support groups around the world to provide seamless 24/7 service
  2. Bincident is an unplanned interruption to an IT service or reduction in the quality of an IT service
  3. Cchange is a problem that has a documented root cause and a workaround
  4. DService Level Agreement − SLA is an agreement between an IT service provider and another part of the same organization
  5. EOperational Level Agreement − OLA is an agreement between an IT service provider and a customer.
Revelar gabarito e comentário

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

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