View
215
Download
0
Category
Preview:
Citation preview
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
1/93
AEWVAV[VN W[\KRANR FK VRIEW\NRVKW K GND[EAGIKW
AVAJ s7%< ? N|krin fk Wkrsan
Fngkevk? Gidajn Idirgq
Kdiaj?GidajnLIdirgq%gnd
Gkjj?-2;8827
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
2/93
Gidajn Idirgq
Vkdiw fn Gi|v{jn
\rn|wavn k Nbokgvasnw fi N|krin fk Wkrsan=
\i|kj fi Gnd{eagin ei N|krin fk Wkrsan=
Nbokgvasnw* Gnegkavnw* Igvasafifkw kRkjiganeidkevnw kesnjsafnw enw |rngkwwnw @krkegaidkevn fk Aegafkevk=
@krkegaidkevn fk \rnbjkdi=
Nbokgvasnw k Gnegkavnw bwagnw kesnjsafnw enw|rngkwwnw? @krkegaidkevn fk Kskevn= G{d|radkevn fk Rky{awan= @krkegaidkevn fk Igkwwn=
\i|kj k Nbokgvasnw fiw C{ekw Gkevriaw fk Wkrsan* @krkegaidkevn Vgeagn*@krkegaidkevn fk I|jagivasn k @krkegaidkevn fk VA=
Va|nw fk Ckrridkeviw fk W{|nrvk N|krin fk Wkrsan2
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
3/93
Gidajn Idirgq
Dndkevn fk Dnvasin i N|krin fk Wkrsan
\ijisriw fn Dkwvrk
7
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
4/93
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
5/93
Gidajn Idirgq
N|krin fk Wkrsan $ C{efidkevnw
Bijien ei N|krin fk Wkrsan (9!
Sawn Aevkrei sw Sawn Kxvkrei
N |kwwnij fk VA s i VA gndn{d gneo{evn fk wawvkdiw kvkgenjn`aiw* key{iefn nw
{w{ranw fn ek`gan sd i VAgndn {d gneo{evn fk wkrsanw
Kwvibajafifk sw I`ajafifk
I VA |rkgawi dievkr ikwvibajafifk fi aecrikwvr{v{ri fk
VA* diw in dkwdn vkd|nrkw|nefkr iw ekgkwwafifkw fnek`gan
;
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
6/93
Gidajn Idirgq
N|krin fk Wkrsan $ C{efidkevnw
Bijien ei N|krin fk Wkrsan (2!
Y{ijafifk fn Wkrsan sw G{wvn fnWkrsan
N ek`gan y{kr wkrsan gndy{ijafifk* diw in dkwdn vkd|n y{kr
g{wvnw biaxnw% Enrdijdkevk* dkjhnraiei y{ijafifk i{dkevi nw g{wvnw fkwkrsan
Rkigvasn sw \r$Igvasn
Y{ievn diaw rkigvasi* dkenw kcagakevk i VA |iri w{|nrvir i kwvriv`ai fnek`gan% Y{iefn i VA d{avn|rnigvasi |nfk vnreir$wk d{avn giri%
3
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
7/93Gidajn Idirgq
N|krin fk Wkrsan $ C{efidkevnw
Sijnr |iri n Ek`gan
I n|krin fk wkrsan nefk|jienw* fkwkehnw kn|vadazikw wn kxkg{vifnw kdkfafnw=
Nbokgvasnw kwvriv`agnw wn*kd jvadi iejawk* rkijazifnwivrisw fiw N|krikw fkWkrsan* vnreiefn$wk |nrvievn{di hibajafifk grvagi=
0
Fn |nevn fk sawvi fn gjakevk* i N|krin fk Wkrsan nefk fk cigvn nsijnr sawvn? Wkrsanw |rkgawid wkr kxkg{vifnw fkevrn fn nridkevn= W{|nrvk k kevrk`i fk wkrsanw fk VA kw|krifnw |kjiw {eafifkw fk
ek`gan=
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
8/93Gidajn Idirgq
N|krin fk Wkrsan $ C{efidkevnw
\rngkwwnw fi N|krin fk Wkrsan
8
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
9/93Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Dkvi k Nbokgvasn
Rkwvi{rir i n|krin fkwkrsan enrdij n diaw r|afn|nwwskj k daeadazir nad|igvn ek`ivasn* `irievaefniwwad y{k nw dkjhnrkw eskaw
fk y{ijafifk fk wkrsan kfaw|neabajafifk wn dievafnw%
1
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
10/93Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
N|krin fk Wkrsan Enrdij
fkcaeafi iy{a gndn i n|krin fkwkrsan fkevrn fnw jadavkw fn IEW%
Kwvk |rngkwwn sia jafir gnd vnfnw nwaegafkevkw% Kwvkw |nfkd aegj{ar
cijhiw* y{kwvkw n{ gnew{jviwrkijazifiw |kjnw {w{ranw n{ |kjiky{a|k vgeagi%
Kwvi fkvkgn |nfk vidbd wkr
i{vndvagi* rk|nrvifi |nrckrridkeviw fk dneavnridkevn fkkskevnw%
9
{di aevkrr{|n en|jiekifi fk {d wkrsanfk VA n{ {di rkf{nfi y{ijafifk fk {dwkrsan fk VA=
Cijhi fk {d Avkd fkGneca`{rin y{k iaefien vkehi ad|igvifn{d wkrsan fk VA
vidbkd {d aegafkevk?\nr kxkd|jn? cijhi fk {dfawgn r`afn fk {d gneo{evn
fk fawgnw kw|kjhifnw%
99
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
12/93Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Giwnw fk aegafkevkw
Wawvkdi i|rkwkevi jkevafn=
Dkewi`kd fk krrn kd {dii|jagin=
Aecnrdikw krrifiw ei vkji fnwawvkdi=
Ad|rkwwni en ad|radk=
Wkd gnekxn gnd i Aevkrekv= N gnd|{vifnr en ja`i=
Bigm{| Cijhn{=92
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
13/93Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Gnegkavnw Bwagnw (9!
Gnawiw bwagiw y{k fkskd wkrgnewafkrifiw in ad|jievir n@krkegaidkevn fk Aegafkevk%
Jadavkw fk Vkd|n
Jadavkw fk vkd|n |rkgawid wkrignrfifnw |iri vnfiw iw ciwkw fn|rngkwwn%
97
Biwkifnw kd dkviw fk vkd|n fk
rkw|nwvi fkevn fn IEW k {wifnwgndn dkviw enw IENw k enwgnevrivnw gnd cnrekgkfnrkw%
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
14/93Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Gnegkavnw Bwagnw (2!
Dnfkjnw fk Aegafkevkw
Fkvkrdaeid nw |iwwnw y{k wnekgkwwranw |iri vrivir {daegafkevk gnd{d%
96
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
15/93Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Gnegkavnw Bwagnw (7!
Aegafkevkw @riskw
Aegafkevkw `riskw wn iy{kjkw y{kvkd {d ijvn ad|igvn eiw rkiw fkek`gan=
9;
\rngkfadkevnw wk|irifnw wnekgkwwranw |iri vrivir aegafkevkw`riskw* gnd jadavkw fk vkd|ndkenrkw k gnd ijvi |ranrafifk=
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
16/93Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Dnfkjn fk Aegafkevk
[d dnfkjn fk Aegafkevk |nfkgnevkr?
\iwwnw |iri rkwnjskr n aegafkevk=
Vkd|n ekgkwwran |iri kxkg{virgifi |iwwn=
Jawvi fk rkw|newskaw y{k|nfkrn wkr kesnjsafnw=
Fkvijhkw fk kwgijin |iri y{k igkevrij fk wkrsan wiabi y{iefnrk|iwwir n aegafkevk |iri n{vrirki=
93
@ a f af
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
17/93Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Igvasafifkw
N |rngkwwn fk @krkegaidkevn fkAegafkevk gnewawvk fiw wk`{aevkwigvasafifkw?
9% Afkevacagin=
2% Rk`awvrn=7% Gjiwwacagin=6% \ranrazin=;% Fai`ewvagn Aeagaij=3% Kwgijin=0% Aeskwva`in k Fai`ewvagn=8% Rkwnj{n k Rkg{|krin=1% Ckghidkevn=
90
@ a f A af
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
18/93Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Cj{xn fk Igvasafifkw fk {d Aegafkevk \ifrn
98
@ a f A af
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
19/93
Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Afkevacagin
[d aegafkevk en |nfk wkr vrivifnkey{ievn kjk en kxawvk=
I |irvar fi |krw|kgvasi fk ek`gan`krijdkevk aeigkavskj kw|krir iv y{k n
w{aran kx|krakdkevk n ad|igvn fnaegafkevk k gnevigvk i gkevrij fk wkrsan=
Vnfnw nw gnd|nekevkw fn wkrsanfkskraid wkr dneavnrifnw |iri y{k cijhiwn{ |nvkegaiaw cijhiw wkoid fkvkgvifiwievkga|ifidkevk=
N afkij y{k nw aegafkevkw wkoidrkwnjsafnw ievkw fk ad|igvirkd nw{w{ranw) 91
@ a f A af
7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio
20/93
Gidajn Idirgq
@krkegaidkevn fk Aegafkevk
Rk`awvrn (9!
Vnfnw nw aegafkevkw |rkgawid wkrrk`awvrifnw |nr gnd|jkvn*aegj{aefn fivi k hnrranw* wkoidkjkw rkgkbafnw |kji gkevrij fkwkrsan n{ fkvkgvifnwi{vndivagidkevk sai ckrridkeviwfk dneavnridkevn=
Aecnrdikw rkjksievkw wnbrk ieiv{rkzi fn aegafkevk |rkgawidwkr rk`awvrifiw%
2
Recommended