aula 09 - capitulo 03 - pdsi - aula 04 - itil v3 - transição de serviço

7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio

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OGS]O]P]E SPV@XOEX M@ ]XBGSVEX]@S @ CEJPGOCB@S

O]OL q3'6 4 ]xbgsoe m` S`xqoe

Mec`g}`4 Cbjole Bjbxcy

@jbol4CbjoleFBjbxcy'cej

C`ll4)80;;83638==0

HHJ486?0B2AB
mailto:[email protected]:[email protected]


2/82

Cbjole Bjbxcy

]`jbs me Cbv}ple

Vxveso}e ` ehd`c}oqes mb ]xbgsoe m`S`xqoe9

Ehd`c}oqes, cegc`o}es, bc}oqombm`s `x`lbcoegbj`g}e `gqelqomes ges vxec`sses9 N`x`gcobj`g}e mb Jpmbgb9 N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes

m` S`xqoe9

Ehd`c}oqes ` cegc`o}es hsoces `gqelqomesges vxec`sses4 N`x`gcobj`g}e m` Loh`xbe ` Ojvlbg}be9 N`x`gcobj`g}e me Cegk`coj`g}e9

]oves m` A`xxbj`g}bs m` Spvex}` ]xbgsoe m` S`xqoe

8


3/82

Cbjole Bjbxcy

Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe

3

L`jb mb ]xbgsoe

Es }`p ap}pxem`v`gm` mbs }pbsbc`s'

Mot`x rp` v`xm`jespjb evex}pgombm` ogcexx`c}e' E c`x}e mot`x4 blnp`j jbosxvome v`nep b

evex}pgombm`


4/82

Cbjole Bjbxcy

]xbgsoe m` S`xqoe ge Cocle m` Qomb

=


5/82

Cbjole Bjbxcy


0

Vxevso}e +2/

Vlbg`bx ` n`xox b cbvbcombm` ` esx`cpxses g`c`ssxoes vbxb`jvbce}b, cegs}xpox, }`s}bx `ojvlbg}bx pjb loh`xbb +x`l`bs`/`j vxempe9

Aexg`c`x pjb `s}xp}pxbcegsos}`g}` ` xonexesb vbxb bqblobxb kbholombm` m` s`xqoe ` v`xaol m`

xosce9 @s}bh`l`c`x ` jbg}`x b og}`nxombm` m` }emes es bc}oqes m` s`xqoes `

cegaonpxb`s om`g}oaocbmbs9

Aexg`c`x cegk`coj`g}e ` ogaexjb`s m` heb rpblombm`9


6/82

Cbjole Bjbxcy


1

Vxevso}e +8/

Aexg`c`x j`cbgosjes m`cegs}xpe ` ogs}blbex`v`}q`os ` `aoco`g}`s9

Nbxbg}ox rp` e s`xqoe vem`s`x n`xome, ev`xbme `spvex}bme m` bcexme cej esx`rposo}es ` x`s}xo`s`sv`coaocbmbs ge M`s`gke m`

S`xqoe'


7/82Cbjole Bjbxcy


>

Ehd`c}oqes +2/

Vlbg`bx ` n`xox es x`cpxses vbxb`s}bh`l`c`x cej spc`sse pj s`xqoegeqe ep bl}`xbme `j vxempe m`g}xeme cpxse, rpblombm` ` `s}ojb}oqbs m`}`jve vx`qosbs9

Bss`npxbx rp` kbdb jgoje m` ojvbc}e ojvx`qosq`l sehx` es s`xqoesm` vxempe bs ev`xb`s, bs ev`xb`s ` b exnbotbe9

Bpj`g}bx b sb}osabe me clo`g}`, me pspxoe m` s`xqoe ` me v`ssebl m`n`x`gcobj`g}e m` s`xqoes cej vx}ocbs m` ]xbgsoe m` S`xqoe9


8/82Cbjole Bjbxcy


;

Ehd`c}oqes +8/

Bpj`g}bx e pse mess`xqoes ` bvlocb`s, ` m`bvlocb`s ` selp`s}`cgelnocbs m` spvex}`9

Aexg`c`x vlbges clbxes `cejvx``gsq`os rp`v`xjo}bj be clo`g}` ` besvxed`c}es m` jpmbgb m`

g`ncoe blogbx`j spbsbc}oqombm`s cej es vlbgesm` ]xbgsoe m` S`xqoe


9/82Cbjole Bjbxcy


?

Qblex vbxb e G`ncoe +2/

B }xbgsoe m` s`xqoe qbo bdpmbx bj`lkexbx4

B kbholombm` m` s` bmbv}bx xbvombj`g}`bes geqes x`rposo}es ` m`s`gqelqoj`g}eme j`xmbme +Qbg}bn`j cejv`}o}oqb/9

E n`x`gcobj`g}e mb }xbgsoe m` aps`s, brposo`s ` }xbgsa`xgcob m`s`xqoes9

B }b{b m` spc`sse m` jpmbgbs ` loq`xb`s vbxb e g`ncoe9

Bs vx`qos`s m` gq`os m` s`xqoe ` bs nbxbg}obs vbxb es s`xqoes geqes` bl}`xbmes9


10/82Cbjole Bjbxcy


26


Cegaexjombm` cej esx`rposo}es m` g`ncoe ` m`neq`xgbgcb mpxbg}` bjpmbgb9

B qbxobe `g}x` vlbges m`x`cpxses ` exbj`g}esx`bos ` `s}ojbmes9

B vxemp}oqombm` me g`ncoe ` mes apgcoegxoes me clo`g}`, m`qome b

j`lkex vlbg`bj`g}e ` pse mes s`xqoes geqes ` bl}`xbmes9


11/82Cbjole Bjbxcy


22


Cbgc`lbj`g}e xvome epbl}`xb`s ges ceg}xb}es m`jbgp}`ge m` kbxm~bx` `sea}~bx`, rpbgme escejveg`g}`s se `lojogbmesep m`sbc}oqbmes9

Cejvx``gse me gq`l m` xoscempxbg}` b bvs b jpmbgb +@{4og}`xxpve m` s`xqoe ` x`}exge be

}xbhblke/


12/82Cbjole Bjbxcy


28

Vxec`sses mb ]xbgsoe m`S`xqoe


13/82Cbjole Bjbxcy

N`x`gcobj`g}e m` Jpmbgb

23

J`}bs +2/

X`svegm`x s jpmbgbs m`x`rposo}es m` g`ncoe meclo`g}` `grpbg}e s` jb{ojotbe qblex ` s` x`mpt`jogcom`g}`s, og}`xxpv`s ` x`*

}xbhblkes9

X`svegm`x be g`ncoe `x`rposo`s m` ]O vbxbjpmbgbs rp` oxe blogkbx ess`xqoes cej bs g`c`ssombm`sme g`ncoe9


14/82Cbjole Bjbxcy


2=

J`}bs +8/

Bs jpmbgbs vem`j s`x l`qbg}bmbsvex qxobs xbt`s, `g}x` `lbs }`jes bsjpmbgbs l`qbg}bmbs4

Vxebc}oqombm`4

Vbxb n`xbx h`g`acoes be g`ncoe,ceje x`mptox cps}es ` j`lkexbxes s`xqoes'

X`bc}oqombm`4

Vbxb x`selq`x `xxes ep bmbv}bx*s` coxcpgs}gcobs m` jpmbgb'


15/82Cbjole Bjbxcy


20

Je}oqbe

Jo}onbx es xosces mbs jpmbgbs9

Jogojotbx og}`xxpv`s9

Bpj`g}bx e spc`sse mbs

jpmbgbs gb vxoj`oxb }`g}b}oqb9

@qo}bx jpmbgbs gebp}exotbmbs9

Hblbgc`x g`c`ssombm` ` ojvbc}e9


16/82Cbjole Bjbxcy


21

Ehd`c}oqe

E N`x`gcobj`g}e mb Jpmbgb }`jceje ehd`c}oqe bss`npxbx rp` bsjpmbgbs s`dbj4

X`nos}xbmbs9 Bqblobmbs9 Bp}exotbmbs9 Vxoexotbmbs9 Vlbg`bmbs9 ]`s}bmbs9 Ojvlbg}bmbs9 Mecpj`g}bmbs9 X`qosbmbs9

N o m m


17/82Cbjole Bjbxcy


2>

Cegc`o}es Hsoces +2/

Jpmbgb m` S`xqoe4

pjb jpmbgb `j pj s`xqoe`{os}`g}` ep b og}xempe m` pjgeqe s`xqoe9

b bmoe, jemoaocbe epx`jee m` s`xqoe bp}exotbme,vlbg`bme ep spvex}bme epcejveg`g}` m` s`xqoe ` spbmecpj`g}be bssecobmb'

N o m J m


18/82Cbjole Bjbxcy


2;

Cegc`o}es Hsoces +8/

X`rposoe m` Jpmbgb +XMJ/4

Pjb X`rposoe m` Jpmbgb pjb cejpgocbe aexjbl rp`hpscb pjb bl}`xbe `j pj ep

jbos o}`gs m` cegaonpxbe' Vem`bsspjox qxobs aexjbs, ceje vex`{`jvle4 X`rposoe m` S`xqoe,cblbjmb gb C`g}xbl m` S`xqoe,mecpj`g}e m` ogcoe m` vxed`c}e'

Moa`x`g}`s }oves m` jpmbgbsvem`j x`rp`x`x moa`x`g}`s}oves m` X`rposoe m`Jpmbgb

N o m J m


19/82

Cbjole Bjbxcy


2?

@sceve

Abt vbx}` me `sceve4

Jpmbgbs ges bc}oqes m`s`xqoe ` o}`gs m`cegaonpxbe `j }eme e

cocle m` qomb

N o m J m


20/82

Cbjole Bjbxcy


86

]oves m` X`rposo`s m` Jpmbgb

Moa`x`g}`s }oves m` jpmbgb vem`j g`c`sso}bx m` moa`x`g}`s }oves m`X`rposo`s m` Jpmbgb4

N o m J m


21/82

Cbjole Bjbxcy


82

Jem`les m` Jpmbgb

B exnbgotbe vem` vx`m`aogoxjem`les m` vxec`sse m` jpmbgb dcej vbsses bcexmbmes rp` vem`j s`x`{`cp}bmes vbxb lombx cej c`x}es}oves m` jpmbgbs9

@s}`s jem`les ogclp`j4

Vbsses rp` m`q`j s`x }ejbmesvbxb lombx cej bs jpmbgbs9

Exm`j cxegelnocb vbxb `s}`svbsses9

X`svegsbholombm`s9 M`aogo`s m` }`jve9 Vxec`moj`g}e m` `scblbe9

N o } m J m


22/82

Cbjole Bjbxcy


88

Cb}`nexobs m` Jpmbgb +2/

Vbmxe

Pjb jpmbgb m` s`xqoe rp` vx*bvxeqbmb v`leN`x`gcobj`g}e m` Jpmbgb ` d

}`j vxec`moj`g}es bc`o}es ``s}bh`l`comes'

@{`jvles4 ogs}blbe me Vbce}`Eaaoc` ge VC me pspxoe +os}e

vem`x d `s}bx vx*bvxeqbme vbxbbrp`l` pspxoe/' Ogs}blbe m` pjcejvp}bmex vbxb pj geqeapgcoegxoe mb `jvx`sb

N o } m J m


23/82

Cbjole Bjbxcy


83


Gexjbl

@s}b jpmbgb s`np` e alp{egexjbl mb bqblobe, bvxeqbe` bp}exotbe'

@{`jvle4 Bl}`xbe me sos}`jbev`xbcoegbl ` vlb}baexjb}`cgelnocb p}olotbmb v`le s`xqoem` `*jbol'

N x g o j g} m J m g


24/82

Cbjole Bjbxcy


8=


@j`xn`gcobl

Pjb jpmbgb m` s`xqoe rp` vx`}`gm`x`vbxbx pj `xxe `j pj s`xqoe m` ]O rp``s} cbpsbgme pj ojvbc}e g`nb}oqe vbxb b

`jvx`sb, vex osse vx`cosb s`x cexxonomexbvombj`g}`' @s}b jpmbgbb vx`somb s`xm`s`gkbmb ` }`s}bmb, cbse ceg}xbxoe e s`pojvbc}e vem` s`x jboex rp` e meogcom`g}` exonogbl

@{`jvle4 E ~`hso}` mb `jvx`sb `s} aexbme bx m`qome be KM `s}bx cexxejvome' EKM vx`cosb s`x }xecbme oj`mob}bj`g}` ` esmbmes x`cpv`xbmes b vbx}ox me l}oje hbcipv'



25/82

Cbjole Bjbxcy


80

Alp{e vbxb pjb Jpmbgb Vbmxe +2/

@l`j`g}es cxpcobos m` pjb JpmbgbVbmxe se4

Nb}olke vbxb ogocobx e XMJ9

Los}b m` }bx`abs mecpj`g}bmbs `}`s}bmbs9

Bp}exombm` cegc`momb bg}`covbmbj`g}`9

Bvxeqbe m` exbj`g}e }ovecbj`g}`vx*m`}`xjogbmb ep m`g}xe me ceg}xel`me ogocobmex mb jpmbgb9



26/82

Cbjole Bjbxcy


81

Alp{e vbxb pjb Jpmbgb Vbmxe +8/



27/82

Cbjole Bjbxcy


8>

Alp{e vbxb pjb Jpmbgb Gexjbl



28/82

Cbjole Bjbxcy


8;

Vlbg`bj`g}e mb X`j`mobe

G`gkpjb jpmbgb m`q`xob s`xbvxeqbmb s`j pj vlbge m`x`j`mobe9

Om`blj`g}`, m`q` kbq`x pj vlbge m`

x`j`mobe vbxb x`s}bpxbx bexnbgotbe vbxb b spb so}pbeogocobl, jpo}bs q`t`s b}xbqs mbx`cbxnb m` pj cegdpg}e m` logkb m`hbs` m` OCs, `sv`coblj`g}` sea}~bx`

` mbmes'



29/82

Cbjole Bjbxcy


8?

Bc}oqombm`s

Bs bc}oqombm`s bhbo{e s`xe p}olotbmbs vbxb n`xoxjpmbgbs ogmoqompbos4

Cxobx ` x`nos}xbx XMJ9

X`q`x b XMJ9

Bqblobx b jpmbgb9

Bp}exotbx b jpmbgb9

Ceexm`gbx b ojvlbg}be9

X`q`x ` a`ckbx'



30/82

Cbjole Bjbxcy


36

Cxobx ` X`nos}xbx b XMJ

Pj ogmoqmpe ep m`vbx}bj`g}e vem`sphj`}`x pjb XMJ9

]embs bs XMJs vx`cosbj s`x x`nos}xbmbsvbxb rp` vessbj s`x om`g}oaocbmbs9

E `sceve ` e ojvbc}e me `gq`g}e mbjpmbgb m`}`xjogb rpbg}e s`xg`c`ssxoe m` ogaexjbe gb vxeves}bm` jpmbgb9

Mpxbg}` e vxenx`sse m` jpmbgb g`c`ssxoe jbg}`x*s` e len mb jpmbgbbc}pblotbme ge Sos}`jb m`N`x`gcobj`g}e m` Cegaonpxbe'



31/82

Cbjole Bjbxcy


32

X`nos}xe mb XMJ +2/

Es o}`gs bhbo{e vem`j s`x ogclpmes geaexjplxoe mb XMJ4

Gj`xe mb XMJ9

Ogocobmex +ogmoqmpe ep exnbgotbe/9 M`scxoe ` om`g}ocbe mes o}`gs m`

cegaonpxbb rp` abt`j vbx}` mb jpmbgb9

@a`o}e m` ge ojvl`j`g}bx b jpmbgb9

Q`xse me o}`j rp` s`x jpmbme9

Gej`, lecblotbe ` }`l`aeg` mbs v`ssebs`gqelqombs gb jpmbgb9



32/82

Cbjole Bjbxcy


38

X`nos}xe mb XMJ +8/

Mb}b `j rp` b jpmbgb aeo vxeves}b9

Vxoexombm`9

Ojvbc}e ` bqblobe mes xosces9

Exm`gs m` }xbhbhlkecej b s`rpgcob merp` qbo s`x `{`cp}bme9

X`cej`gmb`s me CCJ9

Bssogb}pxb ` mb}b m` bp}exotbe9

Vlbge m` Hbci*Ep} +X`j`mobe/9

Mb}b m` ojvl`j`g}be9



33/82

Cbjole Bjbxcy


33

X`nos}xe mb XMJ +3/

Mb}b m` X`qose9

X`spl}bmes mb X`qose9

@s}bme mb XMJ

X`nos}xbmb9 Bqblobmb9 X`d`o}bmb9 Bc`o}b9 B `sv`xb



34/82

Cbjole Bjbxcy


3=

X`q`x b XMJ

Bvs e x`nos}xe, bs vbx}`s og}`x`ssbmbs q`xoaocbj s` b XMJ qoq`l,g`c`ssxoeb ` `s} cej bs ogaexjb`s cexx`c}bs9

S` x`vxeqbmb, pjb xbte vx`cosb s`x `sv`coaocbmb



35/82

Cbjole Bjbxcy


30

Bqblobx b Jpmbgb +2/

Es > Xs me N`x`gcobj`g}e mbJpmbgb4

ojvex}bg}` cegsom`xbx e ejvbc}e mbablkb mb ojvlbg}be' Bs s`npog}`srp`s}`s oxe bdpmbx g`s}b bglos`4

2' Rp`j l`qbg}ep b jpmbgb5 +Xbos`/9

8' Rpbl b xbte mb jpmbgb5 +X`bseg/9

3' Rpbl e x`}exge x`rp`xome b vbx}ox mbjpmbgb5 +X`}pxg/9

=' Rpbos se es xosces `gqelqomes gbjpmbgb5 +Xosces/9



36/82

Cbjole Bjbxcy


31

Bqblobx b Jpmbgb +8/

Es > Xs me N`x`gcobj`g}e mbJpmbgb4

0' Rpbos se es x`cpxses g`c`ssxoe vbxb`g}x`nbx b jpmbgb5 +X`sepxc`s/9

1' Rp`j x`svegsq`l vex cegs}xpox,}`s}bx ` ojvlbg}bx b jpmbgb5+X`svegsohl`/9

>' Rpbl b x`lbe `g}x` `s}b jpmbgb `

ep}xbs jpmbgbs5 +X`lb}oegskov/



37/82

Cbjole Bjbxcy


3>

Cejo} Cegspl}oqe m` Jpmbgb+CCJ/

S`xq` ceje pj cexve m`cegs`lke bp{olobgme eN`x`gcobj`g}e m` Jpmbgb gbbqblobe ` vxoexotbe m`

jpmbgbs, cej qose }bg}e}cgocb ceje m` g`ncoe'

Vex osse vx`cosb ogclpox v`ssebscej pjb clbxb cejvx``gse mbs

g`c`ssombm`s me g`ncoe meclo`g}` ` mes pspxoes, h`j cejembs apg`s me m`s`gqelqoj`g}e}cgoce ` m` spvex}`'



38/82

Cbjole Bjbxcy

N` ` c ` e m` pm

3;

J`jhxes me CCJ +2/

N`x`g}` m` Jpmbgb +s`jvx`vx`som` bs x`pgo`s/9

Clo`g}`s +s/9

N`x`g}` +s/ m` Nxpve m`Pspxoes9

V`ssebl m` m`s`gqelqoj`g}e epjbgp}`ge m` bvlocb`s +rpbgme

bvxevxobme/9

@rpov` m` S`xqoes +s`g`c`ssxoe/9



39/82

Cbjole Bjbxcy

3?

J`jhxes me CCJ +8/

@rpov` m` S`xqoesbmjogos}xb}oqes +rpbgme bsjpmbgbs ba`c}bs bs ogs}blb`s/9

Cegspl}ex`s `sv`coblos}bs `

`sv`coblos}bs9

X`vx`s`g}bg}`s m` }`xc`oxes9



40/82

Cbjole Bjbxcy

=6

Cejo} Cegspl}oqe m` Jpmbgb@j`xn`gcobl +CCJ@/

Rpbgme spxn` b g`c`ssomb` m`pjb jpmbgb `j`xn`gcobl, vem`ge kbq`x }`jve vbxb s` cxobxpj CCJ cejvl`}e'

vex}bg}e g`c`ssxoe om`g}oaocbxpjb cegaonpxbe j`gex cejbp}exombm`vbxb }ejbx m`cos`s`j`xn`gcobos'

@s}` cexve cegk`come cejeCejo} Cegspl}oqe m` Jpmbgb@j`xn`gcobl +CCJ@/9



41/82

Cbjole Bjbxcy

=2

J`jhxes mb Jpmbgb @j`xn`gcobl+CCJ@/

N`x`g}` m` Jpmbgb9

V`ssebl m` M`s`gqelqoj`g}e `jbgp}`ge m` bvlocb`s9

X`vx`s`g}bg}`s me clo`g}`9



42/82

Cbjole Bjbxcy

=8

Bp}exotbx b Jpmbgb

Pjb bp}exotbe aexjbl b vbx}ox mb bp}exombm` m` jpmbgb g`c`ssxob vbxb

cbmb jpmbgb9 E gq`l vbxb e rpbl b bvxeqbe g`c`ssxob m`v`gm` me }ove, }bjbgke ep

xosce mb jpmbgb9



43/82

Cbjole Bjbxcy

=3

Ceexm`gbx b Jpmbgb

Bs XJMs bp}exotbmbs m`q`j s`xvbssbmbs vbxb es nxpves }cgocsecegs}xpx`j b jpmbgb9

@s}` vxec`sse m`q` bss`npxbx

rp` bs jpmbgbs s`dbjojvlbg}bmbs cegaexj` b bn`gmb9

Vxec`moj`g}es m` x`j`mobevx`cosbj `s}bx vx`vbxbmes `

mecpj`g}bmes9

@s}` vxec`sse bss`npxb rp` bsjpmbgbs aexjb }`s}bmbs9



44/82

Cbjole Bjbxcy

==

X`q`x ` A`ckbx b Jpmbgb

Bs jpmbgbs ojvlbg}bmbs, cej`{c`vb mb jpmbge vbmxe,vx`cosbj s`x bqblobmbs bvs pjc`x}e }`jve9

S` b x`qose x`q`lbx rp` kepq`vxehl`jbs cej b jpmbgb, `s}`svx`cosbj s`x x`vex}bmes vbxb eCCJ, bqblobmex`s m` ojvbc}e,bp}exombm`s m` vxemp}e `

bp}exombm`s m` loh`xbe9

S` b jpmbgb aeo cejvl`}bmb cejspc`sse, b XMJ vx`cosb s`x a`ckbmbeaocoblj`g}` ge len m` jpmbgb



45/82

Cbjole Bjbxcy

=0

Bqblobx e A`cke mb Jpmbgb

Es s`npog}`s o}`gs vem`j s`x bqblobmes4

B jpmbgb cpjvxop cej s`pvxevso}e5

Es pspxoes aocbxbj sb}osaò}es ceje x`spl}bme5

Ecexx`p blnpj àò}e lb}`xbl5

Es cps}es ` `saexes `s}ojbmes`{c`m`xbj5



46/82

Cbjole Bjbxcy

=1

X`lbcoegbj`g}es

E N`x`gcobj`g}e m` Jpmbgb }`jog}`xabc`s cej es vxec`sses m`jpmbgb me g`ncoe, cejvxenxbjbs m` n`x`gcobj`g}e m`vxed`c}es ` cej vbxc`oxes9

Bs og}`xabc`s cej ep}xes vxec`ssesogclp`j4 N`x`gcobj`g}e mbCegaonpxbe ` Bc}oqe m` S`xqoe,N`x`gcobj`g}e m` Vxehl`jb,

N`x`gcobj`g}e mb Ceg}ogpombm` m`S`xqoe m` ]O, N`x`gcobj`g}e mbS`npxbgb mb Ogaexjbe,N`x`gcobj`g}e mb M`jbgmb mbCbvbcombm`

N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe


47/82

Cbjole Bjbxcy

n

=>

J`}bs

Spvex}bx e g`ncoe ` es ehd`c}oqesm` ceg}xel` ` x`rposo}es me clo`g}`9

Spvex}bx m` aexjb `aoco`g}` ` `aocbtes vxec`sses m` N`x`gcobj`g}e m`S`xqoes aexg`c`gme ogaexjb`sm` cegaonpxbe vx`cosbs9

Jogojotbx e gj`xe m` rp`s}`s m`rpblombm` ` cegaexjombm` cbpsbmbsvex cegaonpxb`s m` s`xqoes `

bc}oqes ogcexx`c}b9

Ev}ojotbx es bc}oqes m` s`xqoe,cegaonpxb`s m` ]O, kbholombm`s `x`cpxses9



48/82

Cbjole Bjbxcy

n

=;

Ehd`c}oqe

M`aogox ` ceg}xelbx es cejveg`g}`s m` s`xqoes ` ogaxb`s}xp}pxb, ` jbg}`xogaexjb`s vx`cosbs ge kos}xoce sehx` cegaonpxb`s, `s}bme mes s`xqoes `mb ogaxb`s}xp}pxb bc}pbl ` vlbg`bmb'



49/82

Cbjole Bjbxcy

=?

Jem`le m` Cegaonpxbe

E N`x`gcobj`g}e mb Cegaonpxbeea`x`c` pj jem`le m` s`xqoes,bc}oqes ` ogaxb`s}xp}pxb b}xbqs mex`nos}xe mes x`lbcoegbj`g}es `g}x`es o}`gs m` cegaonpxbe

P}olombm`

Bqblobx ojvbc}e ` cbpsb m`ogcom`g}`s ` vxehl`jbs9 Bqblobx ojvbc}e m` jpmbgbs

vxeves}bs9 Vlbg`bx ` m`s`gkbx s`xqoes geqes

ep bl}`xbmes9 Vlbg`bx bc}pblotb`s m`

}`cgelenob ` pvnxbm` m` sea}~bx`9 Vlbg`bx vbce}`s m` loh`xbe,

ojvlbg}be ` jonxbe m` bc}oqes

m` s`xqoe vbxb moa`x`g}`s lecbos `c`g}xes m` s`xqoe9 Ev}ojotb b p}olotbe m` bc}oqes `

cps}es'



50/82

Cbjole Bjbxcy

06

O}`j m` Cegaonpxbe +OC/

pj bc}oqe, cejveg`g}` m`s`xqoe ep ep}xe o}`j rp` `s} ep`s}bx, seh e ceg}xel` meN`x`gcobj`g}e m` Cegaonpxbe'

@{`jvles

Pj s`xqoe og}`xge ep pjsos}`jb9

Kbxm~bx` ep Sea}~bx`9 Ogs}blb`s +vxmoe, sblb,'''/ Mecpj`g}be9 V`ssebl m` bveoe9



51/82

Cbjole Bjbxcy

02

X`lbcoegbj`g}es `g}x` OCs

Ogaexjb`s cejpgs vbxb pj o}`j m` Cegaonpxbe m`g}xe me SNC



52/82

Cbjole Bjbxcy

08

Sos}`jb m` N`x`gcobj`g}e mbCegaonpxbe +SNC/

Bxjbt`gb ogaexjbe m` }emes es Ocsm`g}xe me `sceve m`songbme9

E SNC bxjbt`gb es x`nos}es mes OCsceg}`gme es s`ps m`}blk`s, bssoj cejex`lbcoegbj`g}es cej ep}xes OCs'

Vem` ogclpox bogmb x`lbcoegbj`g}es cejogcom`g}`s, vxehl`jbs, `xxes cegk`comes,jpmbgbs, loh`xb`s, apgcoegxoes,

aexg`c`mex`s, lecobs, pgombm`s m`g`ncoe ` pspxoes9

Vem` s`x cejves}e vex pjb cel`cem` hbgce m` mbmes9



53/82

Cbjole Bjbxcy

03

Hohloe}`cb m` JmobM`aogo}oqb +HJM/

Ceg}j cvobs*j`s}xbs m`}emes es bc}oqes m`sea}~bx`9

Es sea}~bx`s m`q`j s`xq`xoaocbmes' M`q`gme `s}bxgb s`npog}` cegmoe4 Cejvl`}es9 Cexx`c}es9 S`j qxps9

S`xq` ceje aeg}` gocbvbxb mos}xohpoe9



54/82

Cbjole Bjbxcy

0=

Logkb m` Hbs` m`Cegaonpxbe

pjb cegaonpxbe m`pj s`xqoe, vxemp}e epogaxb`s}xp}pxb rp` aeobcexmbmb ` m`}`xjogbmbaexjblj`g}`, ` s`xqoxceje hbs` vbxbbc}oqombm`s ap}pxbs9

@s}bs cegaonpxbe vem`s`x bl}`xbmb bv`gbs m`

bcexme cejvxec`moj`g}es m`jpmbgb aexjbos9



55/82

Cbjole Bjbxcy

00

P}olombm`s mb Logkb m` Hbs` mbCegaonpxbe

S`xqox ceje pj jbxce gem`s`gqelqoj`g}e m` pj s`xqoe9

S`xqox ceje veg}e m` vbx}omb vbxb`{vbgse ap}pxb m` geqbscegaonpxb`s9

S`xqox m` vbxj`}xe vbxb jpmbgbsep x`cegs}xp`s m` q`xs`s`sv`caocbs `j pj `s}noe ves}`xoex9

Bdpmbx b x`}exgbx vbxb b cegaonpxbebg}`xoex `j cbses m` vxehl`jbs cejb geqb cegaonpxbe bvs pjbjpmbgb



56/82

Cbjole Bjbxcy

01

Bc}oqombm`s +2/

Bs vxogcovbos bc}oqombm`s m`s}` vxec`ssese4

2' N`x`gcobj`g}e Vlbg`bj`g}e

M`aog` e `sceve me rp` s`xceg}xelbme +s`xqoes, bvlocb`s,ogaxb`s}xp}pxbs, lecbos/, vel}ocbs,vbvos ` x`svegsbholombm`s, og}`xabc`scej ep}xes vxec`sses, a`xxbj`g}bs bs`x`j psbmbs, `}c'



57/82

Cbjole Bjbxcy

0>

Bc}oqombm`s +8/

8' Om`g}oaocbe mb Cegaonpxbe

M`aog` e cxo}xoe vbxb s`l`ce m` OCs` s`ps cejveg`g}`s'

S`l`coegb es OCs ` cejveg`g}`s9

Bssecob pj OM vbxb cbmb OC ``sv`coaocb b}xohp}es x`l`qbg}`s9



58/82

Cbjole Bjbxcy

0;

Bc}oqombm`s +3/

3' Ceg}xel` mb Om`g}oaocbe

Nbxbg}` rp` es OCs s`xen`x`gcobmes bm`rpbmbj`g}`'

G`gkpj OC vem` s`x bmocoegbme,jemoaocbme, sphs}o}pme ep x`jeqomes`j pj vxec`moj`g}e bcexmbme



59/82

Cbjole Bjbxcy

0?

Bc}oqombm`s +=/

=' Ceg}xel` m` @s}bme `X`lb}xoe

Ceg}xelb e `s}bme me OC belegne me s`p cocle m` qomb+`j }`s}`s, `j vxempe, `jjbgp}`ge, bves`g}bme/



60/82

Cbjole Bjbxcy

16

Bc}oqombm`s +0/

0' Q`xoaocbe ` bpmo}exob

Cegmpt bpmo}exobs vbxbbss`npxbx rp` bsogaexjb`s x`nos}xbmbscega`x`j cej b so}pbebc}pbl'



61/82

Cbjole Bjbxcy

12

X`lb`s cej ep}xes N`x`gcobj`g}es


Vbxb bqblobe me ojvbc}e

N`x`gcobj`g}e Aogbgc`oxe Vbxb `g}`gm`x es cps}es m` pj s`xqoe,

m`vx`cobe, jbgp}`ge ` x`vbxes9

N``gcobj`g}e mb Ceg}ogpombm` me S`xqoe m` ]O Vbxb om`g}oaocbx rpbos bc}oqes vx`cosbxobj s`x

cegsom`xbmes ge vlbge m` ceg}ogpombm` mm` pjs`xqoe9

N`x`gcobj`g}e m` Ogcom`g}` ` Vxehl`jb Vbxb mobnges}oce m` ogcom`g}`s ` vxehl`jbs

N`x`gcobj`g}e m` Mosvegoholombm` Vbxb ogq`s}onbx es veg}es m` ablkb

N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be


62/82

Cbjole Bjbxcy

18

J`}b

Mos}xohpox loh`xb`s m`g}xe m`vxempe ` `s}bh`l`c`x e pse `a`c}oqem` s`xqoes9

S`gme bssoj, e qblex vem` s`x`g}x`np` be clo`g}` ` e s`xqoe vem`s`x n`x`gcobme v`le v`ssebl m`ev`xb`s'



63/82

Cbjole Bjbxcy

13

Ehd`c}oqes +2/

Bss`npxbx rp`4

@{os}bj vlbge m` loh`xbe òjvlbg}be clbxes ` cejvx``gsqòs,rp` vxessoholo}`j blogkbj`g}e cej bsbc}oqombm`s me clo`g}`9

Pj vbce}` m` loh`xbe vessb s`xcegs}xpme, ogs}blbme, }`s}bme òjvlbg}bme m` aexjb àoco`g}`9

Pj s`xqoe geqe ep bl}`xbme ` s`pssos}`jbs, }`cgelenob ` exnbgotbes`dbj cbvbt`s m` `g}x`nbx esx`rposo}es m` s`xqoe bcexmbme9



64/82

Cbjole Bjbxcy

1=

Ehd`c}oqes +8/

Bss`npxbx rp`4

@{os}b e jgoje mòjvbc}e vx`qos}e gess`xqoes `j vxempe,ev`xb`s ` exnbgotbem` spvex}`9

Clo`g}`s, pspxoes ``rpov`s m` n`x`gcobj`g}em` s`xqoe `s}`dbj

sb}osaò}es cej bs vx}ocbsm` s`xqoe ` bs sbmbs +@{4]xògbj`g}e9 mecpj`g}be/9



65/82

Cbjole Bjbxcy

10

M`cos`s me Vxec`sse

E gq`l m` pgombm` m`loh`xbe jbosbvxevxobme vbxb cbmbs`xqoe epcejveg`g}`9

Eve m` ojvlbg}bejbos bvxevxobmb9

Jem`le b s`x psbmevbxb cegs}xpox `

ojvlbg}bx pjbloh`xbe m` aexjb`aoco`g}`9



66/82

Cbjole Bjbxcy

11

Pgombm` m` Loh`xbe

M`scx`q` bs vex`s m` pj s`xqoeep ogaxb`s}xp}pxb m` ]O, bs rpbos seloh`xbmbs gexjblj`g}` m` bcexmecej b vel}ocb m` loh`xb`s mbexnbgotbe9

B pgombm` vem` qbxobs, m`v`gm`g}`me }ove ep o}`j m` bc}oqe m` s`xqoeep cejveg`g}` m` s`xqoe9

B exnbgotbe vem` m`comox rp` pjb

pgombm` m` loh`xbe vem` s`x pjbbvlocbe og}`oxb ep sej`g}` pjjmple mb bvlocbe' Pj sos}`jb~`h vem` }`x ceje pgombm` m`loh`xbe pjb vnogb'



67/82

Cbjole Bjbxcy

1>

Vel}ocb m` Loh`xbe +2/

Pjb vel}ocb m` loh`xbe m`q` s`x cxobmbvbxb pj ep jbos s`xqoes, ceg}`gme4

Om`g}oaocbe gocb, gpj`xbe ` bscegq`g`s m` gej`gclb}pxb vbxbmoa`x`g}`s }oves m` loh`xbe,dpg}bj`g}` cej pjb m`scxoe9

Vbvos ` x`svegsholombm`s `j cbmbabs` me vxec`sse9

B ax`rpgcob `sv`xbmb vbxb cbmb }ovem` loh`xbe9

B bhexmbn`j vbxb bc`o}bx ` bnxpvbxjpmbgbs `j pjb loh`xbe9



68/82

Cbjole Bjbxcy

1;

Vel}ocb m` Loh`xbe +8/

J`cbgosje vbxb bp}ejb}otbx bcegs}xpe, ogs}blbe ` mos}xohpoemb loh`xbe9

Ceje b logkb m` hbs` m`cegaonpxbe vbxb b loh`xbe m`q`xs`x cbv}pxbmb ` q`xoaocbmb9

Cxo}xoes m` `g}xbmb ` m` sbmb ` vbxbbcò}be mb loh`xbe `j cbmb}xbgsoe m` s`xqoe9

Cxo}xoes ` bp}oxotbe vbxb b sbmb meSpvex}` me Vème mÀpgcoegbj`g}e @{v`xoj`g}bl `vbssbn`j vbxb bs Ev`xb`s'



69/82

Cbjole Bjbxcy

1?

Ev`s m` Ojvlbg}be +2/

Hon Hbgn qs Vex Abs`

Gb hon hbgn ojvlbg}b*s` e s`xqoevbxb }emes es pspxoes mbexnbgotbe sojpl}bg`bj`g}`'@{`jvle4 bc}pblotbe mbbvlocbe @XV gbs jrpogbs m`}emes es pspxoes9

Gb vex abs`s ojvlbg}b*s` pjs`xqoe vex s`ce ep vex hbs` m`

pspxoes cegaexj` pj og}`xqblebn`gmbme' @{`jvle4 vxoj`oxebc}pblotbjes e m`vbx}bj`g}e m`XK, m`veos e m`vbx}bj`g}e m`Q`gmbs ` bssoj vex mobg} '



70/82

Cbjole Bjbxcy

>6


@jvpxxbmb qs Vp{bmb

B `jvpxxbmb ojvlbg}b es s`xqoesb vbx}ox m` lecbl c`g}xbl' @{`jvle4bc}pblotbe m` bg}oqxps9

B vp{bmb mosvegoholotb bbc}pblotbe `j pj lecbl c`g}xbl `e pspxoe ojvlbg}b e s`xqoesetogke' @{`jvle4 bc}opblotbem` sea}~bx` `j rp` es pspxoes

ge vx`cosbj x`c`h`x bs jpmbgmbsoj`mob}bj`g}`



71/82

Cbjole Bjbxcy

>2


Bp}ej}ocb qs Jbgpbl Gb bp}ej}ocb psbj*s`

j`cbgosjes m` ojvlbg}bebp}ejb}otbmb, rpbgme e vxec`sse x`v`}q`l9

Gb jbgpbl e v`ssebl m` ]O vx`cosbojvlbg}bx e s`xqoe

N`x`gcobj`g}e me Cegk`coj`g}e


72/82

Cbjole Bjbxcy

>8

J`}b

Vessoholo}bx bs exnbgotbe ` bj`lkexbx`j b rpblombm` mb}ejbmb m` m`cose, bss`npxbgmerp` ogaexjb`ss cegaoq`os `s`npxbs m` mbmes `s}`dbjmosvegq`os b}xbqs me cocle m`

qomb me s`xqoe



73/82

Cbjole Bjbxcy

>3

Ehd`c}oqes

Vessoholo}bx e vxeq`mex m` s`xqoe bs`x jbos àoco`g}` ` b j`lkebx brpblombm` me s`xqoe, bpj`g}bgme bsb}osabb ` x`mptogme e cps}e mes`xqoe9

Bss`npxbx rp` b `rpovb }`gkb pjbcejvx``gse clbxb ` cejpj me qblexrp` s`ps s`xqoes aexg`c`j besclo`g}`s, ` bs aexjbs gbs rpbos esh`gàcoes se x`blotbmes b vbx}ox me

pse m`ss`s s`xqoes9

Bss`npxbx rp`, gpj mbme jej`g}e `lecbl, e v`ssebl me vxeqèmx m`s`xqoes }`gkb ogaexjbe bm`rpbmb'



74/82

Cbjole Bjbxcy

>=

Ogaexjbe vbxb eVxeq`mex m` S`xqoes

Rp`j `s} psbgme ess`ps s`xqoes9

X`s}xo`s m` `g}x`nb

me s`xqoe9 Moaocplmbm`s

`gax`g}bmbs v`lesclo`g}`s `j x`blotbxvl`gbj`g}` es

h`g`acoes `sv`xbmesb vbx}ox me s`xqoe



75/82

Cbjole Bjbxcy

>0

Abs`s me Cegk`coj`g}e +2/

E N`x`gcobj`g}e me Cegk`coj`g}e `{ohome }ovecbj`g}` m`g}xe m` pjb`s}xp}pxb m` Mbmes Ogaexjbe Cegk`coj`g}e Sbh`mexob +MOCS/



76/82

Cbjole Bjbxcy

>1

Abs`s me Cegk`coj`g}e +8/



77/82

Cbjole Bjbxcy

>>

Aece me NC

E N`x`gcobj`g}e meCegk`coj`g}e `s} aecbme m`g}xeme Sos}`jb m` N`x`gcobj`g}e meCegk`coj`g}e me S`xqoe +SNCS/9

BE SNCS vx`ecpvb*s` cej ecegk`coj`g}e ` spvex}bme vexpj cegdpg}e m` mbmes' @s}`s mbmesse eh}omes b vbx}ox m` pj lecblc`g}xbl, ep SNC, ` m` pj MHNC9



78/82

Cbjole Bjbxcy

>;

Ceh`x}pxb me SNCS

B `{v`xogcob mes j`jhxes mb`rpov` m` ]O9

X`nos}xes m` bsspg}es v`xoaxoces,}bos ceje }`jve, gj`xe m`psoxoes ` s`ps cejvex}bj`g}es9

X`rposo}es, kbholombm`s, `{v`c}b}oqbsmes aexg`c`mex`s ` vbxc`oxes9

Gq`os m` cegk`coj`g}e }voces mes

pspxoes9

A`xxbj`g}bs m` ]xbgsoe m` S`xqoe


79/82

Cbjole Bjbxcy

>?

A`xxbj`g}bs

A`xxbj`g}bs m` ~exiale~ vbxb n`x`gcobj`g}emb jpmbgb9

Sos}`jbs m` N`x`gcobj`g}e m` Cegaonpxbe9

Sos}`jbs m` N`x`gcobj`g}e me Cegk`coj`g}eme S`xqoe9

A`xxbj`g}bs m` Celbhexbe9

A`xxbj`g}bs m` X`lb}xoes ` vbogos mbskhebxm9

A`xxbj`g}bs m` mos}xohpoe9

A`xxbj`g}bs m` cel`c}b bp}ejb}otbmbs m`ogq`g}xoe m` sea}~bx` ` kbxm~bx`

Vx{ojb Bplb M`scbscbgme4 Ev`xbe m` S`xqoe


80/82

Cbjole Bjbxcy

;6

@s}bjes b q`x4 O]OL Q3


81/82

Cbjole Bjbxcy

@s}xb}nob9

M`s`gke9

]xbgsoe9

Ev`xbe9

J`lkexob Ceg}ogpb9

k}}v4%%v}'~oiov`mob'exn%~oio%O]OLq3

Ogaexjb}oeg]`ckgeleny

Ogaxbs}xpc}px`Lohxbxy

;2
http://pt.wikipedia.org/wiki/ITILv3http://pt.wikipedia.org/wiki/ITILv3http://pt.wikipedia.org/wiki/ITILv3http://pt.wikipedia.org/wiki/ITILv3http://pt.wikipedia.org/wiki/ITILv3http://pt.wikipedia.org/wiki/ITILv3http://pt.wikipedia.org/wiki/ITILv3http://pt.wikipedia.org/wiki/ITILv3http://pt.wikipedia.org/wiki/ITILv3


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aula 09 - capitulo 03 - pdsi - aula 04 - itil v3 - transição de serviço

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