Aula 11 - Capitulo 03 - PDSI - Aula 06 - ITIL V3 - Melhoria Contínua de Serviço

7/23/2019 Aula 11 - Capitulo 03 - PDSI - Aula 06 - ITIL V3 - Melhoria Contnua de Servio

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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]


2/39

Domjag Omordz

Vhmot fg Dosvxag

Srgstjvg h Gbnhdvjugt fo Mha`grjo Dglvjlxofh Thrujg (MDT*;

Mgfhag fh MDT;

Srjldsjgt;

Mhfjg fh Srgdhttgt

2


3/39

Domjag Omordz

Srsgtjvg h Gbnhdvjugt fo Htvrovijo fh Thrujg

Orqxjvhdvg fo Mxfolo

4

Soshrt! orh Tjilovxrh

Aguhrt Domjag Omordz


4/39

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,

6


5/39

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/

8


6/39

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,

5


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;

9


8/39Domjag Omordz

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


9/39Domjag Omordz

Jlvrgfxg

MDT ovrout fg Djdag fh Ujfo

:


10/39Domjag Omordz

Jlvrgfxg

Htvrxvxro Rhdgmhlfofo shag MDT

?3


11/39Domjag Omordz

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;??


12/39Domjag Omordz

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

?2


13/39Domjag Omordz

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,

?4


14/39Domjag Omordz

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


15/39Domjag Omordz

Fhthlugaujmhlvg

Mgvjuofgrht soro Mha`grjo (?*

Mgvjuofgrht Hpvhrlgt

Rhixaomhlvgt htvofxojt hehfhrojt;

Ahijtvog htvofxoa h ehrhao; Dgldgrrhlvht; Dajhlvht; Mhrdofg; Hdglgmjo

?8


16/39Domjag Omordz

Fhthlugaujmhlvg

Mgvjuofgrht soro Mha`grjo (2*

Mgvjuofgrht Jlvhrlgt

Htvrxvxrot Griolj~odjglojt; Dxavxro; Shttgoa; Orqxjvhdvxro

?5

F a j


17/39Domjag Omordz

Fhthlugaujmhlvg

Olajth TYGV

?9

F a j


18/39

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


19/39

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


20/39

Domjag Omordz

Fhthlugaujmhlvg

Mhfjg fh Thrujg

Ajl`o fh both;

Sgr qxh mhfjr7

9 sottgt fg srgdhttg fhmha`grjo;

Vjsgt fh mvrjdot;

23

F a j


21/39

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


22/39

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*

22

F a j v


23/39

Domjag Omordz

Fhthlugaujmhlvg

Ro~ht soro Mhfjr (?*

Soro uoajfor Fhdjtht

Mgljvgror h mhfjr thrujgt uoajfom fhdjtht qxh egrmo vgmofotolvhrjgrmhlvh

24


24/39

Fhthlugaujmhlvg


25/39

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,

28

Fhthlugaujmhlvg


26/39

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,

25

Fhthlugaujmhlvg


27/39

Domjag Omordz

Fhthlugaujmhlvg

9 Sottgt fg Srgdhttg fh Mha`grjo

29


28/39


29/39

Fhthlugaujmhlvg


30/39

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,

43

Fhthlugaujmhlvg


31/39

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


32/39

Domjag Omordz

Fhthlugaujmhlvg

Sosha fot Mvrjdot h SJFt

42

Fhthlugaujmhlvg


33/39

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


34/39

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,

46

Fhthlugaujmhlvg


35/39

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


36/39

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


37/39

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


38/39

Domjag Omordz

htd td gt > 4

40`vvs>''sv,yjkjshfjo,gri'yjkj'JVJAu4

Jlegrmovjgl Vhd`lgagizJlerotvrxdvxrh Ajbrorz

Fujfot
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 11 - Capitulo 03 - PDSI - Aula 06 - ITIL V3 - Melhoria Contínua de Serviço