ITIL terminologias e conceitos

Quais os conceitos básicos de gerenciamento de serviços de TI?

A seguir principais terminologias e conceitos chave utilizados na ITIL, a biblioteca de boas práticas.

Serviço: é um meio de entregar valor aos clientes sem exigir que o cliente seja proprietário de custos e riscos específicos.
Gestão de Serviço: é um conjunto de capacidades especializadas para fornecer valor aos clientes na forma de serviços.
Ativos de Serviço: são os recursos e capacidades que um Provedor de Serviços deve alocar para oferecer um serviço.
Valor, utilidade e garantia: O valor de um serviço consiste em dois componentes: utilidade e garantia. O serviçosdeve oferecer utilidade e garantia para ter valor. Utilidade, refere-se à capacidade do serviço para remover restrições ou aumentar o desempenho do cliente. Garantia, também chamado de “aptidão para o uso” é a capacidade do serviço para operar de forma confiável.
Processos: os processos é um conjunto estruturado de atividades destinadas a atingir um objetivo específico. As quatro características básicas do processo são:

  • Transforma entradas em saídas
  • Fornece resultados a um cliente específico ou a uma parte interessada
  • É mensurável
  • É acionado por eventos específicos

Funções: As funções são subconjuntos auto-suficientes de uma organização destinada a realizar atividades específicas. Geralmente na forma de uma equipe ou grupo de pessoas e ferramentas que usam.
Papéis: Papéis são conjuntos definidos de responsabilidades e privilégios específicos. Papéis podem ser realizadas por indivíduos ou equipes.
Recursos: Recursos são as matérias-primas que contribuem para um serviço, tais como dinheiro, equipamentos, tempo, pessoal etc
Capacidades: Capacidades são as habilidades especializadas ou habilidades de uma organização aplicadas aos recursos, a fim de criar valor.


Esses conceitos  são fundamentais para o entendimento dos processos e estratégias de criação, projeto, entrega e operação de serviços.


 

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