Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutória

7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria

1/86

FD_WFWPWJ _PQ@SFJS G@ WSLD_QJSW@_ @ OJNPDFOL@_

FWFB x?$1 = Fdwsjgpj

Gjo`dw`= Olnfbj Lnlsov

@nlfb=OlnfbjALnlsov$ojn

O`bb=+30993?1?3770

CCN=3160L


2/86

Olnfbj Lnlsov

W`nl gj Olqwpbj

Fdwsjgpj;

E`s`dofln`dwj g` `sxfj ojnj pnlqswfol;

Fdwsjgpj lj ofobj g` xfgl gj `sxfj;

@wslwefl g` _`sxfj;

G``dij g` _`sxfj;

Wsldfj g` _`sxfj;

Jq`slj g` _`sxfj;

N`bijsfl g` _`sxfj Ojdwfdplgl3


3/86

Olnfbj Lnlsov

N`solgj g` _fw`nl g` Fdhjsnlj

Qsjopsl qjs Olnfbj Lnlsov dj bfdk`gfd

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4/86

Olnfbj Lnlsov

Fdwsjgpj

J |p` FWFB

FWFB pn losdfnj g` FdhjsnlwfjdW`oidjbjev Fdhslwspowps` Bfcslsv;

Osflgl `n


5/86

Hjsdò` l cjl qswfol ` l n`bijs` qswfol;

Plgl qjs nfbils` g` `nqs`l dj npdgj wjgj" `dgj pnl s`h`sdofl qlsl

j e`s`dofln`dwj g` `sxfj g` WF;

Lmpgl l lw`dg`s lj s`|pffwj gl F_J*F@O 31111

Sl}` qlsl pls l FWFB

pn njg`bj dj.qsjqsf`wsfj;

Dj pn njg`bj qsòsfwfxj )djg`wlbil ojnj hl}`s&;

Olnfbj Lnlsov

Fdwsjgpj

Fdg`q`dg`dw` g` qblwlhjsnl wòdjbefol ` qjg` `splgl qjs |plb|p`s `nqs`l

L FWFB hb`yx`b= g`x` `s lgjwlgl ` lglqwlgl; Fdg`q`dg`dw` gj wlnldij gl `nqs`l ` gj òwjs;

L `nqs`l ` c`d`hfofln g`wl qswfol `n w`s`n |p` fdx`wfs w`nqj qlsl s`fdx dwls l sjgl;

Lmpgl l `wlc`bò`s pnl w`snfdjbjefl ojnpn `dws` qsjx gjs` g` WF ` fdw`sdj ` `yw`sdj;

Dj `yfw` o`swfhfolj FWFB qlsl `nqs`l$ @dws`wldwj" l `nqs`l |p` lglqwln l FWFB `wlsj lbfdilglojn j s`|pffwj gl F_J*F@O 31111 |p` j qlgsj fdw`sdlofjdlb g` e`s`dofln`dwj g` `sxfj g` WF$

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6/86

Olnfbj Lnlsov

Fdwsjgpj

@xjbpj dj npdgj gj dèofj

Ldw` g` hlbls gl `xjbpj glWF fnqjswldw` jc`sxls l`xjbp` |p` jojss`sln g`g`|p` l `nqs`l ojn`lsln lpwfbf}ls l wòdjbjefl `n `pdèofj$

8


7/86Olnfbj Lnlsov

Fdwsjgpj

G`q`dgdofl gj _`sxfj g` WF

G` lojsgj ojn ldlbfwl g` n`solgj"91% gj qsjo`j g` dèofj sjglnjcs` l WF$ Fj njwsl |p` l WFs`lbn`dw` ilcfbfwl j hpdofjdln`dwj gjdèofj$

M fnlefdjp `` wfqj g` dèofj `n j pj g` WF:

5


8/86Olnfbj Lnlsov

Fdwsjgpj

G`nldgl gl clbldl

Dl nlfjsfl gl `nqs`l `yfw` pnojdwldw` os`ofn`dwj gl g`nldgl qjs`sxfj g` WF$ @n ojdwslqlswfgl d`n`nqs` l s`l g` WF `wj qs`qlslglqlsl `dws`els j `sxfj g`dwsj gj

dx`b `q`slgj$

9


9/86Olnfbj Lnlsov

Fdwsjgpj

Ojnj bfgls ojn `w` g`lhfj:

L fnqbldwlj gj e`s`dofln`dwj g``sxfj g` WF lmpgls l qs`qlsl ` qbld`lsj pj `hfof`dw` gj 7Q=

91% gj lq`sh`fjln`dwj gj e`s`dofln`dwj gl fdhsl`wspwpsl `s qsjx`df`dw` gl fnqbldwlj g` qsjo`j g`

E`s`dofln`dwj g` _`sxfj g` WF )E_WF&lq`dl 31% xfs gj lq`sh`fjln`dwj gl wòdjbjefl$Hjdw`= Elswd`s -FW _`sxfo` Nldle`n`dw

Q`jlG`hfdfs qlqf dj qsjo`j ` hpd` g`dwsj gl WF

Qsjo`jG`hfdfs ` ojjsg`dls lowfxfglg` qlsl `dwsèls j `sxfj g` WF

Qlso`fsjQsòflnj g` hjsdò`gjs` `yw`sdj qlsl `dwsèl g` `sxfj

QsjgpwjPj g` wòdjbjefl lbfdilgl ojn j s`|pffwj gj dèofj

6


10/86Olnfbj Lnlsov

Fdwsjgpj

C`d`hofj ojn l lgjj gl cjlqswfol gl FWFB

Lbepd c`d`hofj |p` qjg`n `sjcwfgj ojn pn n`bijs e`s`dofln`dwjg` `sxfj g` WF;

N`bijs lbfdiln`dwj `dws` j `sxfj

g` WF ` `wslwefl gj d`eofj; N`bijsl l ojnpdfolj gl WF ojn l s`l g` d`eofj;

Wsldqlsdofl gj opwj g` WF ` lmpgl qlsl mpwfhfols fdx`wfn`dwj;

Nlfjs lefbfglg` qlsl lw`dg`s npgldl ` lpn`dwl l lwfhlj gl `|pfql;

Lpn`dwj gl |plbfglg` )g``nq`dij" gfqjdfcfbfglg`" lw`dgfn`dwj g` dx`f g` `sxfj"s`gpj g` s`.wslclbij&;

S`gp} j sfoj jq`slofjdlf ` n`bijsl j lqs`dgf}lgj gl jseldf}lj g` WF;

S`gpj gj opwj jq`slofjdlf ` lpn`dwj gj SJF


11/86Olnfbj Lnlsov

Fdwsjgpj

Lbepd olj g` po`j

L FWFB lgjwlgl qjs nlf g`


12/86Olnfbj Lnlsov

Fdwsjgpj

@xjbpj gl FWFB


13/86Olnfbj Lnlsov

Fdwsjgpj

@xjbpj gl FWFB

FWFB X< @sl pn ojdmpdwj ojn nlf g` 71

bfxsj; @wlcfbfglg` ` ojdwsjb` gl

fdhsl`wspwpsl; E`s`dofln`dwj gj qsjo`j gl

fdhsl`wspwpsl;

FWFB X3 Ojdwsgj gfwsfcpgj `n 5 bfxsj qsfdofqlf; Lbfdiln`dwj Dèofj.WF; \plbfglg` ` `hfofdofl gj qsjo`j g` WF;

FWFB X? Ojdw`gj s`jseldf}lgj `n 0 bfxsj; Fdwèslj Dèofj._`sxfj g` WF ` osflj g` xlbjs; E`s`dofln`dwj g` `sxfj qlsl dèofj ` wòdjbjefl;


14/86Olnfbj Lnlsov

Fdwsjgpj

@wspwpsl g` bfxsj gl FWFB X3

L FWFB X3" bldlgl `n 3111" `slojnqjwl qjs 5 bfxsj qsfdofqlf$

Qsfdofqlf olslow`swfol gl FWFB X3=

Lcjsgle`n cl`lgl `n qsjo`j;

Lmpglxl l `bfnfdls j elq `dws` WF ` d`eofj )lbfdiln`dwj&;

Lqs``dwl hjoj nlf jq`slofjdlb gj |p` wslwefoj


15/86Olnfbj Lnlsov

Fdwsjgpj

Djxl `wspwpsl gl FWFB X?

Qsfdofqlf olslow`swfol gl FWFB X?=

Lcjsgle`n g` pn ofobj g` xfgl g` `sxfj;

Hjol dl fdwèslj `dws` j dèofj ` l WF;

Lnqbfl l |pldwfglg` g` qsjo`j;

Fdojsqjsl l n`bijs` qswfol g` jpwsj njg`bj )ONNf" OJCFW" QNCJK"F_J 31111" _`f _fenl" QQGFJJ" `wo$&;

Lmpgl l lw`dg`s s`|pffwj sèpblwsfj )pnl djxl qs`jopqlj&


16/86Olnfbj Lnlsov

Fdwsjgpj

Qsfdofqlf bfxsj gl FWFB X?

Jdg` ojnqsls qpcbfol` jhfoflf=

uuu$c`w.nldle`n`dw.qslowfo`$ojnuuu$lnl}jd$ojn


17/86Olnfbj Lnlsov

Fdwsjgpj

@ojqj

Clfoln`dw` wjgj j bfxsj wn l n`nl `wspwpsl gòjdw`gj=

Fdwsjgpj" xfj e`slb" ojdw`ywj; E`sòfln`dwj g` _`sxfj ojnj pnl qswfol; Qswfol hpdgln`dwlf; Qsfdoqfj; Qsjo`j gj ofobj g` xfgl ` lowfxfglg`; @wspwpsl jseldf}lofjdlf g` pqjsw` ` qlq`f; Ojdfg`sl` jcs` j pj g` wòdjbjefl; Fnqbldwlj gl qswfol; G`lhfj" sfoj ` hlowjs` oswfoj g` po`j; Gfsòwsf}` ojnqb`n`dwls`; @y`nqbj ` njg`bj;


18/86Olnfbj Lnlsov

Fdwsjgpj

Jseldf}l` `dxjbxfgl dl FWFB X?

Ojdi`l lclfyj l qsfdofqlf jseldf}l``dxjbxfgl dj g``dxjbxfn`dwj gl FWFB `o`swfhfol` qlsl qsjhffjdlf=

JEO )Jhhfo` Jh Ejx`sdn`dw Ojnn`so`&;

W_J )Wi` _wlwfjdlsv Jhhfo`&;

fw_NH )fw _`sxfo` Nldle`n`dw Hjspn&

LQNE )@YFD" BO_" F_@C&

Qsjqsf`wsfj gl FWFB$ Elsldw` l |plbfglg` dl pl`wspwpsl lowplb ` hpwpsl

@gfwjsl |p` qpcbfol jcsl gl Ojsjl Csfwdfol

Jseldf}lj `n hfd bposlwfxj |p` qsjnjx` l qswfol gl FWFB dj npdgj wjgj;

Nldwn j djxj `|p`nl g` o`swfhfolj" e`s`dofl l nlsol FWFB ` ojjsg`dl l los`gfwlj g`o`dwsj g` ws`fdln`dwj


19/86

Olnfbj Lnlsov

Fdwsjgpj

@|p`nl g` |plbfhfoljqsjhffjdlb dl FWFB X?

FWFB pn losdfnj g` FdhjsnlwfjdW`oidjbjev Fdhslwspowps` Bfcslsv;

J FWFB Nlw`s xjbwlgjqlsl qsjhffjdlf |p`|p`s`n g`njdwslsilcfbfglg` dj pj gl

FWFB;

Lj jcw`s 33 osgfwj hfol.` `b`ex`b qlsl jcw`s jwwpbj g` FWFB X? @yq`sw


20/86

Olnfbj Lnlsov

Fdwsjgpj

Dx`b FWFB X? Hjpdglwfjd

j dx`b g` `dwslgl$ O`swfhfolj fdgfolgl qlsl `|pfql g`WF `dxjbxfgl `n lowfxfglg` g` E`s`dofln`dwj g`_`sxfj g` WF;

Qs.s`|pffwj= d`dipn$ Lq`ls g` sòjn`dglgj" dj dò`sfj qlls qjs pn ws`fdln`dwj hjsnlb;

ojnqjwj qjs 71 |p`w` g` nbwfqbl òjbil" `dgjdò`sfj lo`swls 38 |p`w` )80%&$

81 nfdpwj g` gpslj$ Dx`b g` gfhfopbglg`= hofb$ S`pbwlgj lf dl ijsl; _`nojdpbwl;

Qjg` `s s`lbf}lgj `n o`dwsj Qsjn`wsfo" Xp` ` o`dwsj g` ws`fdln`dwj @YFD; Wlyl= '


21/86

Olnfbj Lnlsov

Fdwsjgpj

Dx`b FWFB X? Fdw`sn`gfsfj

@yfw`n gpl olw`ejsfl g` opsjfdw`sngflsfj=

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Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutória