Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operação de Serviço

7/23/2019 Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operao de Servio

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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


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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


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Gidajn Idirgq

Dndkevn fk Dnvasin i N|krin fk Wkrsan

\ijisriw fn Dkwvrk

7


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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

;


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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%

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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=


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\rngkwwnw fi N|krin fk Wkrsan

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@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%

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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%

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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


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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%

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Biwkifnw kd dkviw fk vkd|n fk

rkw|nwvi fkevn fn IEW k {wifnwgndn dkviw enw IENw k enwgnevrivnw gnd cnrekgkfnrkw%


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Dnfkjnw fk Aegafkevkw

Fkvkrdaeid nw |iwwnw y{k wnekgkwwranw |iri vrivir {daegafkevk gnd{d%

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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=


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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=

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@ a f af


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Igvasafifkw

N |rngkwwn fk @krkegaidkevn fkAegafkevk gnewawvk fiw wk`{aevkwigvasafifkw?

9% Afkevacagin=

2% Rkàwvrn=7% Gjiwwacagin=6% \ranrazin=;% Faièwvagn Aeagaij=3% Kwgijin=0% Aeskwvaìn k Faièwvagn=8% Rkwnj{n k Rkg{|krin=1% Ckghidkevn=

90

@ a f A af


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Cj{xn fk Igvasafifkw fk {d Aegafkevk \ifrn

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@ a f A af


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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


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Rkàwvrn (9!

Vnfnw nw aegafkevkw |rkgawid wkrrkàwvrifnw |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 rkàwvrifiw%

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Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operação de Serviço

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Transcript of Aula 10 - Capitulo 03 - PDSI - Aula 05 - ITIL V3 - Operação de Serviço