aula 11 - capitulo 03 - pdsi - aula 06 - itil v3 - melhoria contínua de serviço
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JLTVJVXVG TXSHRJGR FH VROLTSGRVHT H DGMXLJDOHT
JVJA u4,3 > Mha`grjo Dglvjlxo fh Thrujg
Fgdhlvh> Domjag Omordz
Hmoja>DomjagCOmordz,dgm
Dhaa>+280024342668
BBM>23:8O?EO
mailto:[email protected]:[email protected] -
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Domjag Omordz
Vhmot fg Dosvxag
Srgstjvg h Gbnhdvjugt fo Mha`grjo Dglvjlxofh Thrujg (MDT*;
Mgfhag fh MDT;
Srjldsjgt;
Mhfjg fh Srgdhttgt
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Domjag Omordz
Srsgtjvg h Gbnhdvjugt fo Htvrovijo fh Thrujg
Orqxjvhdvg fo Mxfolo
4
Soshrt! orh Tjilovxrh
Aguhrt Domjag Omordz
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Domjag Omordz
Jlvrgfxg
Srgstjvg
G srgstjvg srjmrjg fo MDT dglvjlxomhlvg oajl`or h rh-oajl`or gtthrujgt fh VJ t mxfolot fhlhdhttjfofht fg lhidjg! jfhlvjejdolfg hjmsaolvolfg mha`grjot lgt thrujgt qxh
txsgrvom gt srgdhttgt fh lhidjg;
Htvot odvjujfofht fh mha`grjo txsgrvomgt gxvrgt htvijgt fg djdag fh ujfo;
O MDT srgdxro egrmot soro mha`gror ohejddjo h o hejdjldjo fgt srgdhttgt hthrujgt! bhm dgmg o txo rhaog dxtvg-bhlhedjg,
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Domjag Omordz
Jlvrgfxg
Mhfjg h Mha`grjo (?*
Dgltjfhro gt thixjlvht fj~hrht tgbrhmhfjg h ihrhldjomhlvg>
Ugd lg sgfh ihrjr g qxh ugd lgsgfh dglvrgaor/
Ugd lg sgfh dglvrgaor g qxh ugdlg sgfh mhfjr/
Ugd lg sgfh mhfjr g qxh ugd lg
sgfh fhejljr/
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Domjag Omordz
Jlvrgfxg
Mhfjg h Mha`grjo (2*
Dgldaxtht fo Mha`grjo>
Thrujgt h srgdhttgt srhdjtom thrjmsaolvofgt dgm>
Mhvot h gbnhdvjugt daorgt; Mhfjg fhejljfo fh egrmo
daoro;
Fhtvo egrmo sgttuha mgljvgror!
mhfjr h mha`gror srgdhttgt hthrujgt,
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7/39Domjag Omordz
Jlvrgfxg
Gbnhdvjugt (?*
Rhuhr! oloajtor h eo~hrrhdgmhlfoht tgbrhgsgrvxljfofht fh mha`grjo hmdofo htvijg fg djdag fh ujfo;
Rhuhr h oloajtor gt rhtxavofgt foRhoaj~og fg Luha fh Thrujg;
Jfhlvjejdor h jmsaolvor odvjujfofht
jlfjujfxojt soro mha`gor oqxoajfofh fg thrujg h mha`gror ohejdjldjo h hejddjo fgt srgdhttgtqxh `objajvom g ITVJ;
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Jlvrgfxg
Gbnhdvjugt (2*
Mha`gror g dxtvg-bhlejdjg fo hlvrhio fhthrujgt fh VJ thmtodrjejdor o tovjteog fg
dajhlvh; Otthixror qxh mvgfgt
fh ihrhldjomhlvg foqxoajfofh osajduhjt
thnom xtofgt sorotxsgrvor ot odvjujfofhtfh mha`grjo dglvlxo,
0
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Jlvrgfxg
MDT ovrout fg Djdag fh Ujfo
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Jlvrgfxg
Htvrxvxro Rhdgmhlfofo shag MDT
?3
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Jlvrgfxg
Srjldsjgt
Mxfolo griolj~odjgloa; Srgsrjhfofh; Sosjt fo MDT; Mgvjuofgrht soro Mha`grjo
Dglvlxo; Rhaodjglomhlvgt dgm
srgdhttg Ihrhldjomhlvg fhLuha fh Thrujg;
Obgrfoihm fg SFDO;
Mhfjg h bhld`morkjli; Rhaodjglomhlvg dgm
srgdhttg Ihrhldjomhlvg fgDgl`hdjmhlvg;
Iguhrlolo fh VJ;??
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Fhthlugaujmhlvg
Mxfolo Griolj~odjgloa
O mha`grjo lg ihrhldjomhlvgfh thrujg fhuh eo~hr sorvh fhxm srgihmo fh mxfologriolj~odjgloa;
Xmo mxfolo griolj~odjgloahlugauh ot shttgot h o egrmodgmg haot vroboa`ot;
Ot shttgot lg igtvom fhmxfolot mot srhdjtomgt fgtxsgrvh fh vgfgt soro qxhsgttomgt jmsaolvor mha`grjot
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Fhthlugaujmhlvg
Srgsrjhfofh
O MDT xmo bgo srvjdo hsoro qxh hao sgtto thrjmsaolvofo dgm txdhttg lhdhttrjg fhtjilor xmihrhlvh rhtsgltuha! xmihrhlvh fh MDT;
Doto mha`grjo sgfh thrvrovofo dgmg xm srgnhdvg h g
Ihrhlvh fh MDT fhuhotthixror qxh `ono rhdxrtgtshttgot h vhdlgagijo* sorotxsgrvor h `objajvor o MDT,
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Fhthlugaujmhlvg
Sosjt lo MDT
@ fgjt irxsgt fjtvjlvgt fh shttgothlugaujfot lot odvjujfofht fh MDT> srgfxgh srgnhdvgt;
Gt irxsgt rhaodjglofgt dgm o srgfxg ug
fhtshlfhr mojt vhmsg! mojt hlhrijo lomha`grjo fh thrujgt h srgdhttgt, Sosjtvsjdgt hluguajfgt oqxj tg> Ihrhlvh fh MDT!Srgsrjhvrjgt fh Thrujg h Srgsrjhvrjgt fhSrgdhttgt! shttgoa fo rho fh qxoajfofh;
Sgfhmgt vhr vombm srgnhdvgt htshdejdgtfh MDT lgt qxojt uomgt vhr urjot shttgothlugaujfot! dgmg g ihrhlvh fh srgnhdvg!sovrgdjlofgt! dgltxavgrht! irxsgt fh fhthl`gfh srgdhttgt, ?6
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15/39Domjag Omordz
Fhthlugaujmhlvg
Mgvjuofgrht soro Mha`grjo (?*
Mgvjuofgrht Hpvhrlgt
Rhixaomhlvgt htvofxojt hehfhrojt;
Ahijtvog htvofxoa h ehrhao; Dgldgrrhlvht; Dajhlvht; Mhrdofg; Hdglgmjo
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16/39Domjag Omordz
Fhthlugaujmhlvg
Mgvjuofgrht soro Mha`grjo (2*
Mgvjuofgrht Jlvhrlgt
Htvrxvxrot Griolj~odjglojt; Dxavxro; Shttgoa; Orqxjvhdvxro
?5
F a j
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17/39Domjag Omordz
Fhthlugaujmhlvg
Olajth TYGV
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F a j
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Domjag Omordz
Fhthlugaujmhlvg
Ihrhldjomhlvg fh Luha fh Thrujg
G ILT xm srgdhttg fg Fhthl`g fh
Thrujg h xm srgdhttg drvjdg soro oMDT, Htvh srgdhttg th hlugauh hm urjgtsottgt>
Vroltgemror o VJ hm xm Srguhfgr fh
Thrujgt; Ahuolvor gt rhqxjtjvgt fh luha fh
thrujg fg lhidjg oajl`omhlvg VJ utLhidjg*;
Fhejljr xm Sgrveajg fh Thrujgt
Jlvhrlg; Fhejljr g Dovagigfh Thrujgt; Jfhlvjejdor rhaodjglomhlvgt jlvhrlgt h
htvobhahdhr gt OLGt; Drjor saolgt fh Mha`grjo fh Thrujg
SMT* ?0
F a j
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Domjag Omordz
Fhthlugaujmhlvg
Djdag fh Fhmjli (SFDO*
G djdag fh Fhmjli SFDO*thruh dgmg exlfomhlvg soro omha`grjo dglvljo,
Htvh djdag dglvm gt sottgt
soro mha`gror o qxoajfofh, Hahsgfh thr xtofg ov goshrehjgomhlvg fhthnofg,
?:
F a j
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Domjag Omordz
Fhthlugaujmhlvg
Mhfjg fh Thrujg
Ajl`o fh both;
Sgr qxh mhfjr7
9 sottgt fg srgdhttg fhmha`grjo;
Vjsgt fh mvrjdot;
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F a j
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Domjag Omordz
Fhthlugaujmhlvg
Ajl`o fh Both (?*
jmsgrvolvh htvobhahdhr xmoajl`o fh both qxolfg uomgtegdor lo mha`grjo fh xmthrujg;
Vhmg qxh vhr fofgt jljdjojt!qxh rhsrhthlvom o tjvxog fgsrgdhttg, Fhsgjt uomgtxvjaj~or htvo jlegrmog soro
dgmsoror dgm o tjvxogodvxoa! soro tobhr th g thrujggx srgdhttg srhdjto fhmha`grjo;
2?
F a j v
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Domjag Omordz
Fhthlugaujmhlvg
Ajl`o fh Both (2*
Htvot ajl`ot fh both srhdjotmthr fgdxmhlvofot!rhdgl`hdjfot h odhjvot sgrvgfo griolj~og;
Haot srhdjtom thr htvobhahdjfotdgm dofo luha fh xmogriolj~og! jldaxjlfg g luhafh mhvot h gbnhdvjugt
htvrovijdgt! movxrjfofh fgtsrgdhttgt! mvrjdotgshrodjglojt h SJFtSrjldjsojt Jlfjdofgrht fhFhthmshl`g*
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F a j v
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Domjag Omordz
Fhthlugaujmhlvg
Ro~ht soro Mhfjr (?*
Soro uoajfor Fhdjtht
Mgljvgror h mhfjr thrujgt uoajfom fhdjtht qxh egrmo vgmofotolvhrjgrmhlvh
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Fhthlugaujmhlvg
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Domjag Omordz
Fhthlugaujmhlvg
Ro~ht soro Mhfjr (4*
Soro nxtvjejdor Odht
Mgljvgror h mhfjrthrujgt egrlhdhnxtvjejdovjuot soro xmoodg qxh htv hm dxrtg!ovrout fo fgdxmhlvogfh xmo hujfldjo rhoa,
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Fhthlugaujmhlvg
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Domjag Omordz
Fhthlugaujmhlvg
Ro~ht soro Mhfjr (6*
Soro jlvhrujr qxolfgLhdhttrjg
Mgljvgror h mhfjr thrujgtjfhlvjejdom sglvgt sorojlvhruhlg! glfh thrujgt hsrgdhttgt lg htvg thlfghphdxvofgt ofhqxofomhlvh,
Mxfolot txbthqxhlvht hodht dgrrhhdvjuot tgfhvhrmjolfot vombm ovroutfh mgljvgromhlvg h mhfjg,
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Fhthlugaujmhlvg
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Domjag Omordz
Fhthlugaujmhlvg
9 Sottgt fg Srgdhttg fh Mha`grjo
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Fhthlugaujmhlvg
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Domjag Omordz
Fhthlugaujmhlvg
Vjsgt fh Mhvrjdot (4*
Mvrjdot fh Srgdhttg
Tg dosvxrofot hm egrmo fhEodvgrht Drvjdgt fh TxdhttgEDT*! Srjldjsojt Jlfjdofgrhtfh Fhthmshl`g SJF* hmvrjdot fh odvjujfofht sorogt srgdhttgt fhihrhldjomhlvg fh thrujg,
Htvot mvrjdot onxfom ofhvhrmjlor o tofh fh xmsrgdhttg,
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Fhthlugaujmhlvg
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Domjag Omordz
Fhthlugaujmhlvg
Vjsgt fh Mhvrjdot (4*
Mvrjdot fh Thrujg
Onxfom o mhfjrrhtxavofgt fh xmthrujg fh sglvo osglvo;
Sgr hphmsg! haotsgfhm mhfjr
hejdjldjo! htegrg!dxrtg! fhehjvgt!srgfxvjujfofh htovjteoo fg dajhlvh,
4?
Fhthlugaujmhlvg
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Domjag Omordz
Fhthlugaujmhlvg
Sosha fot Mvrjdot h SJFt
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Fhthlugaujmhlvg
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Domjag Omordz
Fhthlugaujmhlvg
Jfhlvjejdog fh SJFt hMhfjfot (?*
EDT (Eodvgr Drvjdg fhTxdhttg*> Rhfx~ dxtvgt fhVJ;
SJF (Srjldjsoa Jlfjdofgrfh Fhthmshl`g*> Rhfx~fh ?3( lgt dxtvgtrhaodjglofgt dgm g
vrovomhlvg fh jldjfhlvh fhjmsrhttgrot;
44
Fhthlugaujmhlvg
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Domjag Omordz
Fhthlugaujmhlvg
Jfhlvjejdog fh SJFt hMhfjfot (2*
Mvrjdot Lhdhttrjot
Dxtvg grjijloa rhaodjglofgdgm g vrovomhlvg fhjldjfhlvh fh jmsrhttgrot;
Dxtvg ejloa rhaodjglofgdgm g vrovomhlvg fh
jldjfhlvht fh jmsrhttgrot;
Dxtvg fg htegrg fhmha`grjo,
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Fhthlugaujmhlvg
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Domjag Omordz
Fhthlugaujmhlvg
Jfhlvjejdog fh SJFt h Mhfjfot(4*
Mhfjfot
Vhmsg iotvg lg jldjfhlvh gsrjmhjrg luha fh txsgrvh h toarjg
mfjg;
Vhmsg iotvg lg thixlfg luha fhtxsgrvh h toarjg mfjg;
Vhmsg iotvg dgm odvjujfofht fhIhrhldjomhlvg fh srgbahmot fhtoarjg mfjg;
Dxtvg dgm d`omofot o vhrdhjrgt,48
Dgldaxtg
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Domjag Omordz
Dgldaxtg
Iguhrlolo
Iguhrlolo Hmsrhtorjoa Hliagbo o Iguhrlolo
Dgrsgrovjuo h Iguhrlolofh Lhidjg
Iguhrloo Dgrsgrovjuo Vroltsorldjo; Srhtvog fh Dglvot; Ihrhldjomhlvg fh Rjtdgt; Dglegrmjfofh Rhixaovrjo;
Iguhrlolo fh VJ Otthixro qxh o VJ htv
dxmsrjlfg ot txot mhvot,
45
Dgldaxtg
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Domjag Omordz
Dgldaxtg
Ehrromhlvot
Soro txsgrvor o MDT! ehrromhlvot fhmgljvgromhlvg h rhaovrjg soro gtthrujgt h srgdhttgt fh VJ sgfhm thrxvjaj~ofot, Htvot ehrromhlvot thrgxtofot soro>
Dgahdvor fofgt; Mgljvgror; Ihror rhaovrjgt soro gt thrujgt h
fhvhrmjlor o hejdjldjo h hejddjo
fgt srgdhttgt,
49
Fhtdotdomgt > JVJA U4
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Domjag Omordz
htd td gt > 4
40`vvs>''sv,yjkjshfjo,gri'yjkj'JVJAu4
Jlegrmovjgl Vhd`lgagizJlerotvrxdvxrh Ajbrorz
Fujfot
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