Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transição de Serviço
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Transcript of Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transição de Serviço
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
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OGS]O]P]E SPV@XOEX M@ ]XBGSVEX]@S @ CEJPGOCB@S
O]OL q3'6 4 ]xbgsoe m` S`xqoe
Mec`g}`4 Cbjole Bjbxcy
@jbol4CbjoleFBjbxcy'cej
C`ll4)80;;83638==0
HHJ486?0B2AB
mailto:[email protected]:[email protected] -
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
2/82
Cbjole Bjbxcy
]`jbs me Cbv}ple
Vxveso}e ` ehd`c}oqes mb ]xbgsoe m`S`xqoe9
Ehd`c}oqes, cegc`o}es, bc}oqombm`s `x`lbcoegbj`g}e `gqelqomes ges vxec`sses9 N`x`gcobj`g}e mb Jpmbgb9 N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes
m` S`xqoe9
Ehd`c}oqes ` cegc`o}es hsoces `gqelqomesges vxec`sses4 N`x`gcobj`g}e m` Loh`xbe ` Ojvlbg}be9 N`x`gcobj`g}e me Cegk`coj`g}e9
]oves m` A`xxbj`g}bs m` Spvex}` ]xbgsoe m` S`xqoe
8
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
3/82
Cbjole Bjbxcy
Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe
3
L`jb mb ]xbgsoe
Es }`p ap}pxem`v`gm` mbs }pbsbc`s'
Mot`x rp` v`xm`jespjb evex}pgombm` ogcexx`c}e' E c`x}e mot`x4 blnp`j jbosxvome v`nep b
evex}pgombm`
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
4/82
Cbjole Bjbxcy
]xbgsoe m` S`xqoe ge Cocle m` Qomb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
5/82
Cbjole Bjbxcy
Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe
0
Vxevso}e +2/
Vlbg`bx ` n`xox b cbvbcombm` ` esx`cpxses g`c`ssxoes vbxb`jvbce}b, cegs}xpox, }`s}bx `ojvlbg}bx pjb loh`xbb +x`l`bs`/`j vxempe9
Aexg`c`x pjb `s}xp}pxbcegsos}`g}` ` xonexesb vbxb bqblobxb kbholombm` m` s`xqoe ` v`xaol m`
xosce9 @s}bh`l`c`x ` jbg}`x b og}`nxombm` m` }emes es bc}oqes m` s`xqoes `
cegaonpxb`s om`g}oaocbmbs9
Aexg`c`x cegk`coj`g}e ` ogaexjb`s m` heb rpblombm`9
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
6/82
Cbjole Bjbxcy
Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe
1
Vxevso}e +8/
Aexg`c`x j`cbgosjes m`cegs}xpe ` ogs}blbex`v`}q`os ` `aoco`g}`s9
Nbxbg}ox rp` e s`xqoe vem`s`x n`xome, ev`xbme `spvex}bme m` bcexme cej esx`rposo}es ` x`s}xo`s`sv`coaocbmbs ge M`s`gke m`
S`xqoe'
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
7/82Cbjole Bjbxcy
Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe
>
Ehd`c}oqes +2/
Vlbg`bx ` n`xox es x`cpxses vbxb`s}bh`l`c`x cej spc`sse pj s`xqoegeqe ep bl}`xbme `j vxempe m`g}xeme cpxse, rpblombm` ` `s}ojb}oqbs m`}`jve vx`qosbs9
Bss`npxbx rp` kbdb jgoje m` ojvbc}e ojvx`qosq`l sehx` es s`xqoesm` vxempe bs ev`xb`s, bs ev`xb`s ` b exnbotbe9
Bpj`g}bx b sb}osabe me clo`g}`, me pspxoe m` s`xqoe ` me v`ssebl m`n`x`gcobj`g}e m` s`xqoes cej vx}ocbs m` ]xbgsoe m` S`xqoe9
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
8/82Cbjole Bjbxcy
Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe
;
Ehd`c}oqes +8/
Bpj`g}bx e pse mess`xqoes ` bvlocb`s, ` m`bvlocb`s ` selp`s}`cgelnocbs m` spvex}`9
Aexg`c`x vlbges clbxes `cejvx``gsq`os rp`v`xjo}bj be clo`g}` ` besvxed`c}es m` jpmbgb m`
g`ncoe blogbx`j spbsbc}oqombm`s cej es vlbgesm` ]xbgsoe m` S`xqoe
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
9/82Cbjole Bjbxcy
Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe
?
Qblex vbxb e G`ncoe +2/
B }xbgsoe m` s`xqoe qbo bdpmbx bj`lkexbx4
B kbholombm` m` s` bmbv}bx xbvombj`g}`bes geqes x`rposo}es ` m`s`gqelqoj`g}eme j`xmbme +Qbg}bn`j cejv`}o}oqb/9
E n`x`gcobj`g}e mb }xbgsoe m` aps`s, brposo`s ` }xbgsa`xgcob m`s`xqoes9
B }b{b m` spc`sse m` jpmbgbs ` loq`xb`s vbxb e g`ncoe9
Bs vx`qos`s m` gq`os m` s`xqoe ` bs nbxbg}obs vbxb es s`xqoes geqes` bl}`xbmes9
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
10/82Cbjole Bjbxcy
Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe
26
Qblex vbxb e G`ncoe +8/
Cegaexjombm` cej esx`rposo}es m` g`ncoe ` m`neq`xgbgcb mpxbg}` bjpmbgb9
B qbxobe `g}x` vlbges m`x`cpxses ` exbj`g}esx`bos ` `s}ojbmes9
B vxemp}oqombm` me g`ncoe ` mes apgcoegxoes me clo`g}`, m`qome b
j`lkex vlbg`bj`g}e ` pse mes s`xqoes geqes ` bl}`xbmes9
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
11/82Cbjole Bjbxcy
Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe
22
Qblex vbxb e G`ncoe +3/
Cbgc`lbj`g}e xvome epbl}`xb`s ges ceg}xb}es m`jbgp}`ge m` kbxm~bx` `sea}~bx`, rpbgme escejveg`g}`s se `lojogbmesep m`sbc}oqbmes9
Cejvx``gse me gq`l m` xoscempxbg}` b bvs b jpmbgb +@{4og}`xxpve m` s`xqoe ` x`}exge be
}xbhblke/
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
12/82Cbjole Bjbxcy
Vxveso}e ` Ehd`c}oqes mb ]xbgsoe m` S`xqoe
28
Vxec`sses mb ]xbgsoe m`S`xqoe
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
13/82Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
23
J`}bs +2/
X`svegm`x s jpmbgbs m`x`rposo}es m` g`ncoe meclo`g}` `grpbg}e s` jb{ojotbe qblex ` s` x`mpt`jogcom`g}`s, og}`xxpv`s ` x`*
}xbhblkes9
X`svegm`x be g`ncoe `x`rposo`s m` ]O vbxbjpmbgbs rp` oxe blogkbx ess`xqoes cej bs g`c`ssombm`sme g`ncoe9
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
14/82Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
2=
J`}bs +8/
Bs jpmbgbs vem`j s`x l`qbg}bmbsvex qxobs xbt`s, `g}x` `lbs }`jes bsjpmbgbs l`qbg}bmbs4
Vxebc}oqombm`4
Vbxb n`xbx h`g`acoes be g`ncoe,ceje x`mptox cps}es ` j`lkexbxes s`xqoes'
X`bc}oqombm`4
Vbxb x`selq`x `xxes ep bmbv}bx*s` coxcpgs}gcobs m` jpmbgb'
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
15/82Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
20
Je}oqbe
Jo}onbx es xosces mbs jpmbgbs9
Jogojotbx og}`xxpv`s9
Bpj`g}bx e spc`sse mbs
jpmbgbs gb vxoj`oxb }`g}b}oqb9
@qo}bx jpmbgbs gebp}exotbmbs9
Hblbgc`x g`c`ssombm` ` ojvbc}e9
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
16/82Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
21
Ehd`c}oqe
E N`x`gcobj`g}e mb Jpmbgb }`jceje ehd`c}oqe bss`npxbx rp` bsjpmbgbs s`dbj4
X`nos}xbmbs9 Bqblobmbs9 Bp}exotbmbs9 Vxoexotbmbs9 Vlbg`bmbs9 ]`s}bmbs9 Ojvlbg}bmbs9 Mecpj`g}bmbs9 X`qosbmbs9
N o m m
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
17/82Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
2>
Cegc`o}es Hsoces +2/
Jpmbgb m` S`xqoe4
pjb jpmbgb `j pj s`xqoe`{os}`g}` ep b og}xempe m` pjgeqe s`xqoe9
b bmoe, jemoaocbe epx`jee m` s`xqoe bp}exotbme,vlbg`bme ep spvex}bme epcejveg`g}` m` s`xqoe ` spbmecpj`g}be bssecobmb'
N o m J m
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
18/82Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
2;
Cegc`o}es Hsoces +8/
X`rposoe m` Jpmbgb +XMJ/4
Pjb X`rposoe m` Jpmbgb pjb cejpgocbe aexjbl rp`hpscb pjb bl}`xbe `j pj ep
jbos o}`gs m` cegaonpxbe' Vem`bsspjox qxobs aexjbs, ceje vex`{`jvle4 X`rposoe m` S`xqoe,cblbjmb gb C`g}xbl m` S`xqoe,mecpj`g}e m` ogcoe m` vxed`c}e'
Moa`x`g}`s }oves m` jpmbgbsvem`j x`rp`x`x moa`x`g}`s}oves m` X`rposoe m`Jpmbgb
N o m J m
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
19/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
2?
@sceve
Abt vbx}` me `sceve4
Jpmbgbs ges bc}oqes m`s`xqoe ` o}`gs m`cegaonpxbe `j }eme e
cocle m` qomb
N o m J m
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
20/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
86
]oves m` X`rposo`s m` Jpmbgb
Moa`x`g}`s }oves m` jpmbgb vem`j g`c`sso}bx m` moa`x`g}`s }oves m`X`rposo`s m` Jpmbgb4
N o m J m
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Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
82
Jem`les m` Jpmbgb
B exnbgotbe vem` vx`m`aogoxjem`les m` vxec`sse m` jpmbgb dcej vbsses bcexmbmes rp` vem`j s`x`{`cp}bmes vbxb lombx cej c`x}es}oves m` jpmbgbs9
@s}`s jem`les ogclp`j4
Vbsses rp` m`q`j s`x }ejbmesvbxb lombx cej bs jpmbgbs9
Exm`j cxegelnocb vbxb `s}`svbsses9
X`svegsbholombm`s9 M`aogo`s m` }`jve9 Vxec`moj`g}e m` `scblbe9
N o } m J m
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
22/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
88
Cb}`nexobs m` Jpmbgb +2/
Vbmxe
Pjb jpmbgb m` s`xqoe rp` vx*bvxeqbmb v`leN`x`gcobj`g}e m` Jpmbgb ` d
}`j vxec`moj`g}es bc`o}es ``s}bh`l`comes'
@{`jvles4 ogs}blbe me Vbce}`Eaaoc` ge VC me pspxoe +os}e
vem`x d `s}bx vx*bvxeqbme vbxbbrp`l` pspxoe/' Ogs}blbe m` pjcejvp}bmex vbxb pj geqeapgcoegxoe mb `jvx`sb
N o } m J m
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
23/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
83
Cb}`nexobs m` Jpmbgb +8/
Gexjbl
@s}b jpmbgb s`np` e alp{egexjbl mb bqblobe, bvxeqbe` bp}exotbe'
@{`jvle4 Bl}`xbe me sos}`jbev`xbcoegbl ` vlb}baexjb}`cgelnocb p}olotbmb v`le s`xqoem` `*jbol'
N x g o j g} m J m g
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
24/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
8=
Cb}`nexobs m` Jpmbgb +3/
@j`xn`gcobl
Pjb jpmbgb m` s`xqoe rp` vx`}`gm`x`vbxbx pj `xxe `j pj s`xqoe m` ]O rp``s} cbpsbgme pj ojvbc}e g`nb}oqe vbxb b
`jvx`sb, vex osse vx`cosb s`x cexxonomexbvombj`g}`' @s}b jpmbgbb vx`somb s`xm`s`gkbmb ` }`s}bmb, cbse ceg}xbxoe e s`pojvbc}e vem` s`x jboex rp` e meogcom`g}` exonogbl
@{`jvle4 E ~`hso}` mb `jvx`sb `s} aexbme bx m`qome be KM `s}bx cexxejvome' EKM vx`cosb s`x }xecbme oj`mob}bj`g}` ` esmbmes x`cpv`xbmes b vbx}ox me l}oje hbcipv'
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
25/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
80
Alp{e vbxb pjb Jpmbgb Vbmxe +2/
@l`j`g}es cxpcobos m` pjb JpmbgbVbmxe se4
Nb}olke vbxb ogocobx e XMJ9
Los}b m` }bx`abs mecpj`g}bmbs `}`s}bmbs9
Bp}exombm` cegc`momb bg}`covbmbj`g}`9
Bvxeqbe m` exbj`g}e }ovecbj`g}`vx*m`}`xjogbmb ep m`g}xe me ceg}xel`me ogocobmex mb jpmbgb9
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
26/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
81
Alp{e vbxb pjb Jpmbgb Vbmxe +8/
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
27/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
8>
Alp{e vbxb pjb Jpmbgb Gexjbl
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
28/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
8;
Vlbg`bj`g}e mb X`j`mobe
G`gkpjb jpmbgb m`q`xob s`xbvxeqbmb s`j pj vlbge m`x`j`mobe9
Om`blj`g}`, m`q` kbq`x pj vlbge m`
x`j`mobe vbxb x`s}bpxbx bexnbgotbe vbxb b spb so}pbeogocobl, jpo}bs q`t`s b}xbqs mbx`cbxnb m` pj cegdpg}e m` logkb m`hbs` m` OCs, `sv`coblj`g}` sea}~bx`
` mbmes'
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
29/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
8?
Bc}oqombm`s
Bs bc}oqombm`s bhbo{e s`xe p}olotbmbs vbxb n`xoxjpmbgbs ogmoqompbos4
Cxobx ` x`nos}xbx XMJ9
X`q`x b XMJ9
Bqblobx b jpmbgb9
Bp}exotbx b jpmbgb9
Ceexm`gbx b ojvlbg}be9
X`q`x ` a`ckbx'
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
30/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
36
Cxobx ` X`nos}xbx b XMJ
Pj ogmoqmpe ep m`vbx}bj`g}e vem`sphj`}`x pjb XMJ9
]embs bs XMJs vx`cosbj s`x x`nos}xbmbsvbxb rp` vessbj s`x om`g}oaocbmbs9
E `sceve ` e ojvbc}e me `gq`g}e mbjpmbgb m`}`xjogb rpbg}e s`xg`c`ssxoe m` ogaexjbe gb vxeves}bm` jpmbgb9
Mpxbg}` e vxenx`sse m` jpmbgb g`c`ssxoe jbg}`x*s` e len mb jpmbgbbc}pblotbme ge Sos}`jb m`N`x`gcobj`g}e m` Cegaonpxbe'
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
31/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
32
X`nos}xe mb XMJ +2/
Es o}`gs bhbo{e vem`j s`x ogclpmes geaexjplxoe mb XMJ4
Gj`xe mb XMJ9
Ogocobmex +ogmoqmpe ep exnbgotbe/9 M`scxoe ` om`g}ocbe mes o}`gs m`
cegaonpxbb rp` abt`j vbx}` mb jpmbgb9
@a`o}e m` ge ojvl`j`g}bx b jpmbgb9
Q`xse me o}`j rp` s`x jpmbme9
Gej`, lecblotbe ` }`l`aeg` mbs v`ssebs`gqelqombs gb jpmbgb9
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
32/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
38
X`nos}xe mb XMJ +8/
Mb}b `j rp` b jpmbgb aeo vxeves}b9
Vxoexombm`9
Ojvbc}e ` bqblobe mes xosces9
Exm`gs m` }xbhbhlkecej b s`rpgcob merp` qbo s`x `{`cp}bme9
X`cej`gmb`s me CCJ9
Bssogb}pxb ` mb}b m` bp}exotbe9
Vlbge m` Hbci*Ep} +X`j`mobe/9
Mb}b m` ojvl`j`g}be9
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
33/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
33
X`nos}xe mb XMJ +3/
Mb}b m` X`qose9
X`spl}bmes mb X`qose9
@s}bme mb XMJ
X`nos}xbmb9 Bqblobmb9 X`d`o}bmb9 Bc`o}b9 B `sv`xb
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
34/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
3=
X`q`x b XMJ
Bvs e x`nos}xe, bs vbx}`s og}`x`ssbmbs q`xoaocbj s` b XMJ qoq`l,g`c`ssxoeb ` `s} cej bs ogaexjb`s cexx`c}bs9
S` x`vxeqbmb, pjb xbte vx`cosb s`x `sv`coaocbmb
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
35/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
30
Bqblobx b Jpmbgb +2/
Es > Xs me N`x`gcobj`g}e mbJpmbgb4
ojvex}bg}` cegsom`xbx e ejvbc}e mbablkb mb ojvlbg}be' Bs s`npog}`srp`s}`s oxe bdpmbx g`s}b bglos`4
2' Rp`j l`qbg}ep b jpmbgb5 +Xbos`/9
8' Rpbl b xbte mb jpmbgb5 +X`bseg/9
3' Rpbl e x`}exge x`rp`xome b vbx}ox mbjpmbgb5 +X`}pxg/9
=' Rpbos se es xosces `gqelqomes gbjpmbgb5 +Xosces/9
N`x`gcobj`g}e m` Jpmbgb
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
36/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
31
Bqblobx b Jpmbgb +8/
Es > Xs me N`x`gcobj`g}e mbJpmbgb4
0' Rpbos se es x`cpxses g`c`ssxoe vbxb`g}x`nbx b jpmbgb5 +X`sepxc`s/9
1' Rp`j x`svegsq`l vex cegs}xpox,}`s}bx ` ojvlbg}bx b jpmbgb5+X`svegsohl`/9
>' Rpbl b x`lbe `g}x` `s}b jpmbgb `
ep}xbs jpmbgbs5 +X`lb}oegskov/
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
37/82
Cbjole Bjbxcy
N`x`gcobj`g}e m` Jpmbgb
3>
Cejo} Cegspl}oqe m` Jpmbgb+CCJ/
S`xq` ceje pj cexve m`cegs`lke bp{olobgme eN`x`gcobj`g}e m` Jpmbgb gbbqblobe ` vxoexotbe m`
jpmbgbs, cej qose }bg}e}cgocb ceje m` g`ncoe'
Vex osse vx`cosb ogclpox v`ssebscej pjb clbxb cejvx``gse mbs
g`c`ssombm`s me g`ncoe meclo`g}` ` mes pspxoes, h`j cejembs apg`s me m`s`gqelqoj`g}e}cgoce ` m` spvex}`'
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
38/82
Cbjole Bjbxcy
N` ` c ` e m` pm
3;
J`jhxes me CCJ +2/
N`x`g}` m` Jpmbgb +s`jvx`vx`som` bs x`pgo`s/9
Clo`g}`s +s/9
N`x`g}` +s/ m` Nxpve m`Pspxoes9
V`ssebl m` m`s`gqelqoj`g}e epjbgp}`ge m` bvlocb`s +rpbgme
bvxevxobme/9
@rpov` m` S`xqoes +s`g`c`ssxoe/9
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
39/82
Cbjole Bjbxcy
3?
J`jhxes me CCJ +8/
@rpov` m` S`xqoesbmjogos}xb}oqes +rpbgme bsjpmbgbs ba`c}bs bs ogs}blb`s/9
Cegspl}ex`s `sv`coblos}bs `
`sv`coblos}bs9
X`vx`s`g}bg}`s m` }`xc`oxes9
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
40/82
Cbjole Bjbxcy
=6
Cejo} Cegspl}oqe m` Jpmbgb@j`xn`gcobl +CCJ@/
Rpbgme spxn` b g`c`ssomb` m`pjb jpmbgb `j`xn`gcobl, vem`ge kbq`x }`jve vbxb s` cxobxpj CCJ cejvl`}e'
vex}bg}e g`c`ssxoe om`g}oaocbxpjb cegaonpxbe j`gex cejbp}exombm`vbxb }ejbx m`cos`s`j`xn`gcobos'
@s}` cexve cegk`come cejeCejo} Cegspl}oqe m` Jpmbgb@j`xn`gcobl +CCJ@/9
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
41/82
Cbjole Bjbxcy
=2
J`jhxes mb Jpmbgb @j`xn`gcobl+CCJ@/
N`x`g}` m` Jpmbgb9
V`ssebl m` M`s`gqelqoj`g}e `jbgp}`ge m` bvlocb`s9
X`vx`s`g}bg}`s me clo`g}`9
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
42/82
Cbjole Bjbxcy
=8
Bp}exotbx b Jpmbgb
Pjb bp}exotbe aexjbl b vbx}ox mb bp}exombm` m` jpmbgb g`c`ssxob vbxb
cbmb jpmbgb9 E gq`l vbxb e rpbl b bvxeqbe g`c`ssxob m`v`gm` me }ove, }bjbgke ep
xosce mb jpmbgb9
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
43/82
Cbjole Bjbxcy
=3
Ceexm`gbx b Jpmbgb
Bs XJMs bp}exotbmbs m`q`j s`xvbssbmbs vbxb es nxpves }cgocsecegs}xpx`j b jpmbgb9
@s}` vxec`sse m`q` bss`npxbx
rp` bs jpmbgbs s`dbjojvlbg}bmbs cegaexj` b bn`gmb9
Vxec`moj`g}es m` x`j`mobevx`cosbj `s}bx vx`vbxbmes `
mecpj`g}bmes9
@s}` vxec`sse bss`npxb rp` bsjpmbgbs aexjb }`s}bmbs9
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
44/82
Cbjole Bjbxcy
==
X`q`x ` A`ckbx b Jpmbgb
Bs jpmbgbs ojvlbg}bmbs, cej`{c`vb mb jpmbge vbmxe,vx`cosbj s`x bqblobmbs bvs pjc`x}e }`jve9
S` b x`qose x`q`lbx rp` kepq`vxehl`jbs cej b jpmbgb, `s}`svx`cosbj s`x x`vex}bmes vbxb eCCJ, bqblobmex`s m` ojvbc}e,bp}exombm`s m` vxemp}e `
bp}exombm`s m` loh`xbe9
S` b jpmbgb aeo cejvl`}bmb cejspc`sse, b XMJ vx`cosb s`x a`ckbmbeaocoblj`g}` ge len m` jpmbgb
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
45/82
Cbjole Bjbxcy
=0
Bqblobx e A`cke mb Jpmbgb
Es s`npog}`s o}`gs vem`j s`x bqblobmes4
B jpmbgb cpjvxop cej s`pvxevso}e5
Es pspxoes aocbxbj sb}osa`o}es ceje x`spl}bme5
Ecexx`p blnpj `a`o}e lb}`xbl5
Es cps}es ` `saexes `s}ojbmes`{c`m`xbj5
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
46/82
Cbjole Bjbxcy
=1
X`lbcoegbj`g}es
E N`x`gcobj`g}e m` Jpmbgb }`jog}`xabc`s cej es vxec`sses m`jpmbgb me g`ncoe, cejvxenxbjbs m` n`x`gcobj`g}e m`vxed`c}es ` cej vbxc`oxes9
Bs og}`xabc`s cej ep}xes vxec`ssesogclp`j4 N`x`gcobj`g}e mbCegaonpxbe ` Bc}oqe m` S`xqoe,N`x`gcobj`g}e m` Vxehl`jb,
N`x`gcobj`g}e mb Ceg}ogpombm` m`S`xqoe m` ]O, N`x`gcobj`g}e mbS`npxbgb mb Ogaexjbe,N`x`gcobj`g}e mb M`jbgmb mbCbvbcombm`
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
47/82
Cbjole Bjbxcy
n
=>
J`}bs
Spvex}bx e g`ncoe ` es ehd`c}oqesm` ceg}xel` ` x`rposo}es me clo`g}`9
Spvex}bx m` aexjb `aoco`g}` ` `aocbtes vxec`sses m` N`x`gcobj`g}e m`S`xqoes aexg`c`gme ogaexjb`sm` cegaonpxbe vx`cosbs9
Jogojotbx e gj`xe m` rp`s}`s m`rpblombm` ` cegaexjombm` cbpsbmbsvex cegaonpxb`s m` s`xqoes `
bc}oqes ogcexx`c}b9
Ev}ojotbx es bc}oqes m` s`xqoe,cegaonpxb`s m` ]O, kbholombm`s `x`cpxses9
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
48/82
Cbjole Bjbxcy
n
=;
Ehd`c}oqe
M`aogox ` ceg}xelbx es cejveg`g}`s m` s`xqoes ` ogaxb`s}xp}pxb, ` jbg}`xogaexjb`s vx`cosbs ge kos}xoce sehx` cegaonpxb`s, `s}bme mes s`xqoes `mb ogaxb`s}xp}pxb bc}pbl ` vlbg`bmb'
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
49/82
Cbjole Bjbxcy
=?
Jem`le m` Cegaonpxbe
E N`x`gcobj`g}e mb Cegaonpxbeea`x`c` pj jem`le m` s`xqoes,bc}oqes ` ogaxb`s}xp}pxb b}xbqs mex`nos}xe mes x`lbcoegbj`g}es `g}x`es o}`gs m` cegaonpxbe
P}olombm`
Bqblobx ojvbc}e ` cbpsb m`ogcom`g}`s ` vxehl`jbs9 Bqblobx ojvbc}e m` jpmbgbs
vxeves}bs9 Vlbg`bx ` m`s`gkbx s`xqoes geqes
ep bl}`xbmes9 Vlbg`bx bc}pblotb`s m`
}`cgelenob ` pvnxbm` m` sea}~bx`9 Vlbg`bx vbce}`s m` loh`xbe,
ojvlbg}be ` jonxbe m` bc}oqes
m` s`xqoe vbxb moa`x`g}`s lecbos `c`g}xes m` s`xqoe9 Ev}ojotb b p}olotbe m` bc}oqes `
cps}es'
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
50/82
Cbjole Bjbxcy
06
O}`j m` Cegaonpxbe +OC/
pj bc}oqe, cejveg`g}` m`s`xqoe ep ep}xe o}`j rp` `s} ep`s}bx, seh e ceg}xel` meN`x`gcobj`g}e m` Cegaonpxbe'
@{`jvles
Pj s`xqoe og}`xge ep pjsos}`jb9
Kbxm~bx` ep Sea}~bx`9 Ogs}blb`s +vxmoe, sblb,'''/ Mecpj`g}be9 V`ssebl m` bveoe9
N`x`gcobj`g}e m` Jpmbgb
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
51/82
Cbjole Bjbxcy
02
X`lbcoegbj`g}es `g}x` OCs
Ogaexjb`s cejpgs vbxb pj o}`j m` Cegaonpxbe m`g}xe me SNC
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
52/82
Cbjole Bjbxcy
08
Sos}`jb m` N`x`gcobj`g}e mbCegaonpxbe +SNC/
Bxjbt`gb ogaexjbe m` }emes es Ocsm`g}xe me `sceve m`songbme9
E SNC bxjbt`gb es x`nos}es mes OCsceg}`gme es s`ps m`}blk`s, bssoj cejex`lbcoegbj`g}es cej ep}xes OCs'
Vem` ogclpox bogmb x`lbcoegbj`g}es cejogcom`g}`s, vxehl`jbs, `xxes cegk`comes,jpmbgbs, loh`xb`s, apgcoegxoes,
aexg`c`mex`s, lecobs, pgombm`s m`g`ncoe ` pspxoes9
Vem` s`x cejves}e vex pjb cel`cem` hbgce m` mbmes9
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
53/82
Cbjole Bjbxcy
03
Hohloe}`cb m` JmobM`aogo}oqb +HJM/
Ceg}j cvobs*j`s}xbs m`}emes es bc}oqes m`sea}~bx`9
Es sea}~bx`s m`q`j s`xq`xoaocbmes' M`q`gme `s}bxgb s`npog}` cegmoe4 Cejvl`}es9 Cexx`c}es9 S`j qxps9
S`xq` ceje aeg}` gocbvbxb mos}xohpoe9
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
54/82
Cbjole Bjbxcy
0=
Logkb m` Hbs` m`Cegaonpxbe
pjb cegaonpxbe m`pj s`xqoe, vxemp}e epogaxb`s}xp}pxb rp` aeobcexmbmb ` m`}`xjogbmbaexjblj`g}`, ` s`xqoxceje hbs` vbxbbc}oqombm`s ap}pxbs9
@s}bs cegaonpxbe vem`s`x bl}`xbmb bv`gbs m`
bcexme cejvxec`moj`g}es m`jpmbgb aexjbos9
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
55/82
Cbjole Bjbxcy
00
P}olombm`s mb Logkb m` Hbs` mbCegaonpxbe
S`xqox ceje pj jbxce gem`s`gqelqoj`g}e m` pj s`xqoe9
S`xqox ceje veg}e m` vbx}omb vbxb`{vbgse ap}pxb m` geqbscegaonpxb`s9
S`xqox m` vbxj`}xe vbxb jpmbgbsep x`cegs}xp`s m` q`xs`s`sv`caocbs `j pj `s}noe ves}`xoex9
Bdpmbx b x`}exgbx vbxb b cegaonpxbebg}`xoex `j cbses m` vxehl`jbs cejb geqb cegaonpxbe bvs pjbjpmbgb
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
56/82
Cbjole Bjbxcy
01
Bc}oqombm`s +2/
Bs vxogcovbos bc}oqombm`s m`s}` vxec`ssese4
2' N`x`gcobj`g}e Vlbg`bj`g}e
M`aog` e `sceve me rp` s`xceg}xelbme +s`xqoes, bvlocb`s,ogaxb`s}xp}pxbs, lecbos/, vel}ocbs,vbvos ` x`svegsbholombm`s, og}`xabc`scej ep}xes vxec`sses, a`xxbj`g}bs bs`x`j psbmbs, `}c'
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
57/82
Cbjole Bjbxcy
0>
Bc}oqombm`s +8/
8' Om`g}oaocbe mb Cegaonpxbe
M`aog` e cxo}xoe vbxb s`l`ce m` OCs` s`ps cejveg`g}`s'
S`l`coegb es OCs ` cejveg`g}`s9
Bssecob pj OM vbxb cbmb OC ``sv`coaocb b}xohp}es x`l`qbg}`s9
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
58/82
Cbjole Bjbxcy
0;
Bc}oqombm`s +3/
3' Ceg}xel` mb Om`g}oaocbe
Nbxbg}` rp` es OCs s`xen`x`gcobmes bm`rpbmbj`g}`'
G`gkpj OC vem` s`x bmocoegbme,jemoaocbme, sphs}o}pme ep x`jeqomes`j pj vxec`moj`g}e bcexmbme
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
59/82
Cbjole Bjbxcy
0?
Bc}oqombm`s +=/
=' Ceg}xel` m` @s}bme `X`lb}xoe
Ceg}xelb e `s}bme me OC belegne me s`p cocle m` qomb+`j }`s}`s, `j vxempe, `jjbgp}`ge, bves`g}bme/
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
60/82
Cbjole Bjbxcy
16
Bc}oqombm`s +0/
0' Q`xoaocbe ` bpmo}exob
Cegmpt bpmo}exobs vbxbbss`npxbx rp` bsogaexjb`s x`nos}xbmbscega`x`j cej b so}pbebc}pbl'
N`x`gcobj`g}e mb Cegaonpxbe ` m` Bc}oqes m` S`xqoe
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
61/82
Cbjole Bjbxcy
12
X`lb`s cej ep}xes N`x`gcobj`g}es
N`x`gcobj`g}e m` Jpmbgb
Vbxb bqblobe me ojvbc}e
N`x`gcobj`g}e Aogbgc`oxe Vbxb `g}`gm`x es cps}es m` pj s`xqoe,
m`vx`cobe, jbgp}`ge ` x`vbxes9
N``gcobj`g}e mb Ceg}ogpombm` me S`xqoe m` ]O Vbxb om`g}oaocbx rpbos bc}oqes vx`cosbxobj s`x
cegsom`xbmes ge vlbge m` ceg}ogpombm` mm` pjs`xqoe9
N`x`gcobj`g}e m` Ogcom`g}` ` Vxehl`jb Vbxb mobnges}oce m` ogcom`g}`s ` vxehl`jbs
N`x`gcobj`g}e m` Mosvegoholombm` Vbxb ogq`s}onbx es veg}es m` ablkb
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
62/82
Cbjole Bjbxcy
18
J`}b
Mos}xohpox loh`xb`s m`g}xe m`vxempe ` `s}bh`l`c`x e pse `a`c}oqem` s`xqoes9
S`gme bssoj, e qblex vem` s`x`g}x`np` be clo`g}` ` e s`xqoe vem`s`x n`x`gcobme v`le v`ssebl m`ev`xb`s'
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
63/82
Cbjole Bjbxcy
13
Ehd`c}oqes +2/
Bss`npxbx rp`4
@{os}bj vlbge m` loh`xbe `ojvlbg}be clbxes ` cejvx``gsq`os,rp` vxessoholo}`j blogkbj`g}e cej bsbc}oqombm`s me clo`g}`9
Pj vbce}` m` loh`xbe vessb s`xcegs}xpme, ogs}blbme, }`s}bme `ojvlbg}bme m` aexjb `aoco`g}`9
Pj s`xqoe geqe ep bl}`xbme ` s`pssos}`jbs, }`cgelenob ` exnbgotbes`dbj cbvbt`s m` `g}x`nbx esx`rposo}es m` s`xqoe bcexmbme9
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
64/82
Cbjole Bjbxcy
1=
Ehd`c}oqes +8/
Bss`npxbx rp`4
@{os}b e jgoje m`ojvbc}e vx`qos}e gess`xqoes `j vxempe,ev`xb`s ` exnbgotbem` spvex}`9
Clo`g}`s, pspxoes ``rpov`s m` n`x`gcobj`g}em` s`xqoe `s}`dbj
sb}osa`o}es cej bs vx}ocbsm` s`xqoe ` bs sbmbs +@{4]x`ogbj`g}e9 mecpj`g}be/9
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
65/82
Cbjole Bjbxcy
10
M`cos`s me Vxec`sse
E gq`l m` pgombm` m`loh`xbe jbosbvxevxobme vbxb cbmbs`xqoe epcejveg`g}`9
Eve m` ojvlbg}bejbos bvxevxobmb9
Jem`le b s`x psbmevbxb cegs}xpox `
ojvlbg}bx pjbloh`xbe m` aexjb`aoco`g}`9
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
66/82
Cbjole Bjbxcy
11
Pgombm` m` Loh`xbe
M`scx`q` bs vex`s m` pj s`xqoeep ogaxb`s}xp}pxb m` ]O, bs rpbos seloh`xbmbs gexjblj`g}` m` bcexmecej b vel}ocb m` loh`xb`s mbexnbgotbe9
B pgombm` vem` qbxobs, m`v`gm`g}`me }ove ep o}`j m` bc}oqe m` s`xqoeep cejveg`g}` m` s`xqoe9
B exnbgotbe vem` m`comox rp` pjb
pgombm` m` loh`xbe vem` s`x pjbbvlocbe og}`oxb ep sej`g}` pjjmple mb bvlocbe' Pj sos}`jb~`h vem` }`x ceje pgombm` m`loh`xbe pjb vnogb'
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
-
7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
67/82
Cbjole Bjbxcy
1>
Vel}ocb m` Loh`xbe +2/
Pjb vel}ocb m` loh`xbe m`q` s`x cxobmbvbxb pj ep jbos s`xqoes, ceg}`gme4
Om`g}oaocbe gocb, gpj`xbe ` bscegq`g`s m` gej`gclb}pxb vbxbmoa`x`g}`s }oves m` loh`xbe,dpg}bj`g}` cej pjb m`scxoe9
Vbvos ` x`svegsholombm`s `j cbmbabs` me vxec`sse9
B ax`rpgcob `sv`xbmb vbxb cbmb }ovem` loh`xbe9
B bhexmbn`j vbxb bc`o}bx ` bnxpvbxjpmbgbs `j pjb loh`xbe9
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
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Cbjole Bjbxcy
1;
Vel}ocb m` Loh`xbe +8/
J`cbgosje vbxb bp}ejb}otbx bcegs}xpe, ogs}blbe ` mos}xohpoemb loh`xbe9
Ceje b logkb m` hbs` m`cegaonpxbe vbxb b loh`xbe m`q`xs`x cbv}pxbmb ` q`xoaocbmb9
Cxo}xoes m` `g}xbmb ` m` sbmb ` vbxbbc`o}be mb loh`xbe `j cbmb}xbgsoe m` s`xqoe9
Cxo}xoes ` bp}oxotbe vbxb b sbmb meSpvex}` me V`eme m`Apgcoegbj`g}e @{v`xoj`g}bl `vbssbn`j vbxb bs Ev`xb`s'
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
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Cbjole Bjbxcy
1?
Ev`s m` Ojvlbg}be +2/
Hon Hbgn qs Vex Abs`
Gb hon hbgn ojvlbg}b*s` e s`xqoevbxb }emes es pspxoes mbexnbgotbe sojpl}bg`bj`g}`'@{`jvle4 bc}pblotbe mbbvlocbe @XV gbs jrpogbs m`}emes es pspxoes9
Gb vex abs`s ojvlbg}b*s` pjs`xqoe vex s`ce ep vex hbs` m`
pspxoes cegaexj` pj og}`xqblebn`gmbme' @{`jvle4 vxoj`oxebc}pblotbjes e m`vbx}bj`g}e m`XK, m`veos e m`vbx}bj`g}e m`Q`gmbs ` bssoj vex mobg} '
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
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Cbjole Bjbxcy
>6
Ev`s m` Ojvlbg}be +8/
@jvpxxbmb qs Vp{bmb
B `jvpxxbmb ojvlbg}b es s`xqoesb vbx}ox m` lecbl c`g}xbl' @{`jvle4bc}pblotbe m` bg}oqxps9
B vp{bmb mosvegoholotb bbc}pblotbe `j pj lecbl c`g}xbl `e pspxoe ojvlbg}b e s`xqoesetogke' @{`jvle4 bc}opblotbem` sea}~bx` `j rp` es pspxoes
ge vx`cosbj x`c`h`x bs jpmbgmbsoj`mob}bj`g}`
N`x`gcobj`g}e mb Loh`xbe ` Ojvlbg}be
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
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Cbjole Bjbxcy
>2
Ev`s m` Ojvlbg}be +3/
Bp}ej}ocb qs Jbgpbl Gb bp}ej}ocb psbj*s`
j`cbgosjes m` ojvlbg}bebp}ejb}otbmb, rpbgme e vxec`sse x`v`}q`l9
Gb jbgpbl e v`ssebl m` ]O vx`cosbojvlbg}bx e s`xqoe
N`x`gcobj`g}e me Cegk`coj`g}e
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Cbjole Bjbxcy
>8
J`}b
Vessoholo}bx bs exnbgotbe ` bj`lkexbx`j b rpblombm` mb}ejbmb m` m`cose, bss`npxbgmerp` ogaexjb`ss cegaoq`os `s`npxbs m` mbmes `s}`dbjmosvegq`os b}xbqs me cocle m`
qomb me s`xqoe
N`x`gcobj`g}e me Cegk`coj`g}e
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
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Cbjole Bjbxcy
>3
Ehd`c}oqes
Vessoholo}bx e vxeq`mex m` s`xqoe bs`x jbos `aoco`g}` ` b j`lkebx brpblombm` me s`xqoe, bpj`g}bgme bsb}osabb ` x`mptogme e cps}e mes`xqoe9
Bss`npxbx rp` b `rpovb }`gkb pjbcejvx``gse clbxb ` cejpj me qblexrp` s`ps s`xqoes aexg`c`j besclo`g}`s, ` bs aexjbs gbs rpbos esh`g`acoes se x`blotbmes b vbx}ox me
pse m`ss`s s`xqoes9
Bss`npxbx rp`, gpj mbme jej`g}e `lecbl, e v`ssebl me vxeq`emx m`s`xqoes }`gkb ogaexjbe bm`rpbmb'
N`x`gcobj`g}e me Cegk`coj`g}e
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Cbjole Bjbxcy
>=
Ogaexjbe vbxb eVxeq`mex m` S`xqoes
Rp`j `s} psbgme ess`ps s`xqoes9
X`s}xo`s m` `g}x`nb
me s`xqoe9 Moaocplmbm`s
`gax`g}bmbs v`lesclo`g}`s `j x`blotbxvl`gbj`g}` es
h`g`acoes `sv`xbmesb vbx}ox me s`xqoe
N`x`gcobj`g}e me Cegk`coj`g}e
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
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Cbjole Bjbxcy
>0
Abs`s me Cegk`coj`g}e +2/
E N`x`gcobj`g}e me Cegk`coj`g}e `{ohome }ovecbj`g}` m`g}xe m` pjb`s}xp}pxb m` Mbmes Ogaexjbe Cegk`coj`g}e Sbh`mexob +MOCS/
N`x`gcobj`g}e me Cegk`coj`g}e
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
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Cbjole Bjbxcy
>1
Abs`s me Cegk`coj`g}e +8/
N`x`gcobj`g}e me Cegk`coj`g}e
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Cbjole Bjbxcy
>>
Aece me NC
E N`x`gcobj`g}e meCegk`coj`g}e `s} aecbme m`g}xeme Sos}`jb m` N`x`gcobj`g}e meCegk`coj`g}e me S`xqoe +SNCS/9
BE SNCS vx`ecpvb*s` cej ecegk`coj`g}e ` spvex}bme vexpj cegdpg}e m` mbmes' @s}`s mbmesse eh}omes b vbx}ox m` pj lecblc`g}xbl, ep SNC, ` m` pj MHNC9
N`x`gcobj`g}e me Cegk`coj`g}e
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
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Cbjole Bjbxcy
>;
Ceh`x}pxb me SNCS
B `{v`xogcob mes j`jhxes mb`rpov` m` ]O9
X`nos}xes m` bsspg}es v`xoaxoces,}bos ceje }`jve, gj`xe m`psoxoes ` s`ps cejvex}bj`g}es9
X`rposo}es, kbholombm`s, `{v`c}b}oqbsmes aexg`c`mex`s ` vbxc`oxes9
Gq`os m` cegk`coj`g}e }voces mes
pspxoes9
A`xxbj`g}bs m` ]xbgsoe m` S`xqoe
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7/23/2019 Aula 09 - Capitulo 03 - PDSI - Aula 04 - ITIL V3 - Transio de Servio
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Cbjole Bjbxcy
>?
A`xxbj`g}bs
A`xxbj`g}bs m` ~exiale~ vbxb n`x`gcobj`g}emb jpmbgb9
Sos}`jbs m` N`x`gcobj`g}e m` Cegaonpxbe9
Sos}`jbs m` N`x`gcobj`g}e me Cegk`coj`g}eme S`xqoe9
A`xxbj`g}bs m` Celbhexbe9
A`xxbj`g}bs m` X`lb}xoes ` vbogos mbskhebxm9
A`xxbj`g}bs m` mos}xohpoe9
A`xxbj`g}bs m` cel`c}b bp}ejb}otbmbs m`ogq`g}xoe m` sea}~bx` ` kbxm~bx`
Vx{ojb Bplb M`scbscbgme4 Ev`xbe m` S`xqoe
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Cbjole Bjbxcy
;6
@s}bjes b q`x4 O]OL Q3
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Cbjole Bjbxcy
@s}xb}nob9
M`s`gke9
]xbgsoe9
Ev`xbe9
J`lkexob Ceg}ogpb9
k}}v4%%v}'~oiov`mob'exn%~oio%O]OLq3
Ogaexjb}oeg]`ckgeleny
Ogaxbs}xpc}px`Lohxbxy
;2
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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