According to ITIL version 3,

Com base no mesmo assunto

Q1209705

Ano: 2016 Banca: FCC Órgão: Prefeitura de Teresina - PI

Q1209705 Governança de TI

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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