Simulado Tribunal Regional do Trabalho - 1ª Região (RJ) | Analista Judiciário - Tecnologia da Informação | 2019 pre-edital | Questão 686

Tecnologia da Informação / Planejamento Estratégico de TI / Gerenciamento de serviços / ITIL v3 atualizada em 2011; ISO/IEC 20000 / Conceitos básicos e objetivos

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.

Fonte: ASSISTENTE TECNOLóGICO - PROGRAMADOR / Pref. Teresina/PI / 2016 / FCC