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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.
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Analisando as opções apresentadas: (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. De acordo com a ITIL versão 3, a opção correta é: (B) incident is an unplanned interruption to an IT service or reduction in the quality of an IT service.

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