Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutória
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Transcript of Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutória
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
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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
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
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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
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
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Olnfbj Lnlsov
N`solgj g` _fw`nl g` Fdhjsnlj
Qsjopsl qjs Olnfbj Lnlsov dj bfdk`gfd
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Olnfbj Lnlsov
Fdwsjgpj
J |p` FWFB
FWFB pn losdfnj g` FdhjsnlwfjdW`oidjbjev Fdhslwspowps` Bfcslsv;
Osflgl `n
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Hjsd`o` 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 qs`osfwfxj )djg`wlbil ojnj hl}`s&;
Olnfbj Lnlsov
Fdwsjgpj
Fdg`q`dg`dw` g` qblwlhjsnl w`odjbefol ` 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 `owjs;
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`b`o`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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Olnfbj Lnlsov
Fdwsjgpj
@xjbpj dj npdgj gj d`eofj
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 w`odjbjefl `n `pd`eofj$
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
7/86Olnfbj Lnlsov
Fdwsjgpj
G`q`dgdofl gj _`sxfj g` WF
G` lojsgj ojn ldlbfwl g` n`solgj"91% gj qsjo`j g` d`eofj sjglnjcs` l WF$ Fj njwsl |p` l WFs`lbn`dw` ilcfbfwl j hpdofjdln`dwj gjd`eofj$
M fnlefdjp `` wfqj g` d`eofj `n j pj g` WF:
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
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$
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
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 w`odjbjefl$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 `dws`els j `sxfj g` WF
Qlso`fsjQs`oflnj g` hjsd`o`gjs` `yw`sdj qlsl `dws`el g` `sxfj
QsjgpwjPj g` w`odjbjefl lbfdilgl ojn j s`|pffwj gj d`eofj
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
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
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
11/86Olnfbj Lnlsov
Fdwsjgpj
Lbepd olj g` po`j
L FWFB lgjwlgl qjs nlf g`
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
12/86Olnfbj Lnlsov
Fdwsjgpj
@xjbpj gl FWFB
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
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 D`eofj.WF; \plbfglg` ` `hfofdofl gj qsjo`j g` WF;
FWFB X? Ojdw`gj s`jseldf}lgj `n 0 bfxsj; Fdw`eslj D`eofj._`sxfj g` WF ` osflj g` xlbjs; E`s`dofln`dwj g` `sxfj qlsl d`eofj ` w`odjbjefl;
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
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
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
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 fdw`eslj `dws` j d`eofj ` 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$&;
Lmpgl l lw`dg`s s`|pffwj s`epblwsfj )pnl djxl qs`jopqlj&
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
16/86Olnfbj Lnlsov
Fdwsjgpj
Qsfdofqlf bfxsj gl FWFB X?
Jdg` ojnqsls qpcbfol` jhfoflf=
uuu$c`w.nldle`n`dw.qslowfo`$ojnuuu$lnl}jd$ojn
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
17/86Olnfbj Lnlsov
Fdwsjgpj
@ojqj
Clfoln`dw` wjgj j bfxsj wn l n`nl `wspwpsl g`ojdw`gj=
Fdwsjgpj" xfj e`slb" ojdw`ywj; E`s`ofln`dwj g` _`sxfj ojnj pnl qswfol; Qswfol hpdgln`dwlf; Qsfdoqfj; Qsjo`j gj ofobj g` xfgl ` lowfxfglg`; @wspwpsl jseldf}lofjdlf g` pqjsw` ` qlq`f; Ojdfg`sl` jcs` j pj g` w`odjbjefl; Fnqbldwlj gl qswfol; G`lhfj" sfoj ` hlowjs` oswfoj g` po`j; Gfs`owsf}` ojnqb`n`dwls`; @y`nqbj ` njg`bj;
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7/23/2019 Aula 06 - Capitulo 03 - PDSI - Aula 01 - ITIL V3 - Aula Introdutria
18/86Olnfbj Lnlsov
Fdwsjgpj
Jseldf}l` `dxjbxfgl dl FWFB X?
Ojdi`l lclfyj l qsfdofqlf jseldf}l``dxjbxfgl dj g``dxjbxfn`dwj gl FWFB `o`swfhfol` qlsl qsjhffjdlf=
JEO )Jhhfo` Jh Ejx`sdn`dw Ojnn`so`&;
W_J )Wi` _wlwfjdlsv Jhhfo`&;
fw_NH )fw _`sxfo` Nldle`n`dw Hjspn&
LQNE )@YFD" BO_" F_@C&
Qsjqsf`wsfj gl FWFB$ 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
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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
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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` s`ojn`dglgj" dj d`o`sfj qlls qjs pn ws`fdln`dwj hjsnlb;
ojnqjwj qjs 71 |p`w` g` nbwfqbl `ojbil" `dgjd`o`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= '
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Olnfbj Lnlsov
Fdwsjgpj
Dx`b FWFB X? Fdw`sn`gfsfj
@yfw`n gpl olw`ejsfl g` opsjfdw`sngflsfj=
3