{"id":1135,"date":"2015-10-09T09:07:47","date_gmt":"2015-10-09T07:07:47","guid":{"rendered":"https:\/\/www.ozonaconsulting.com\/kpis-2\/"},"modified":"2024-05-13T22:25:26","modified_gmt":"2024-05-13T20:25:26","slug":"kpis","status":"publish","type":"page","link":"https:\/\/www.ozonaconsulting.com\/pt\/kpis\/","title":{"rendered":"Forma\u00e7\u00e3o avan\u00e7ada em KPIs, modelos de indicadores e t\u00e9cnicas de visualiza\u00e7\u00e3o"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243; css=&#8221;.vc_custom_1443952192133{background-color: #ffffff !important;}&#8221;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner][vc_column_text]<\/p>\n<p><a href=\"https:\/\/ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/clase600.png\"><img alt=\"\" loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-1095 size-medium\" src=\"https:\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/clase600-300x143.png\" alt=\"\" width=\"300\" height=\"143\" srcset=\"https:\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/clase600-300x143.png 300w, https:\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/clase600.png 600w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a> Com mais de 40 edi\u00e7\u00f5es organizadas nos \u00faltimos cinco anos em seis pa\u00edses, as forma\u00e7\u00f5es sobre KPIs, modelos de indicadores e t\u00e9cnicas de visualiza\u00e7\u00e3o, converteram-se nas mais requisitadas e melhor valorizadas do portf\u00f3lio de forma\u00e7\u00e3o da Ozona Consulting.<\/p>\n<p>Trata-se de uma forma\u00e7\u00e3o inovadora e original, alinhada com as boas pr\u00e1ticas de ITIL e com os requisitos da ISO 20000, que permite aos formandos:<\/p>\n<ul>\n<li>Desenvolver modelos de indicadores adequados para diferentes perfis da organiza\u00e7\u00e3o (a n\u00edvel operativo, t\u00e1tico e estrat\u00e9gico);<\/li>\n<li>Conseguir um maior controlo dos servi\u00e7os de TI prestados a clientes internos e\/ou externos. &nbsp; As suas principais caracter\u00edsticas s\u00e3o as seguintes:<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; padding_top=&#8221;10&#8243; padding_bottom=&#8221;10&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-book qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">TEORIA E PR\u00c1TICA<\/h5><p style=''>A exposi\u00e7\u00e3o te\u00f3rica complementa-se com in\u00fameros exerc\u00edcios pr\u00e1ticos.<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-building qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">EXEMPLOS REAIS<\/h5><p style=''>Durante toda a forma\u00e7\u00e3o s\u00e3o mostrados exemplos reais de dashboards e relat\u00f3rios ITSM.<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-briefcase qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">APLIC\u00c1VEL A OUTROS \u00c2MBITOS<\/h5><p style=''>Embora os exemplos apresentados sejam de gest\u00e3o de servi\u00e7os de TI, a teoria de modelos de indicadores apresentada \u00e9 aplic\u00e1vel a qualquer outro \u00e2mbito.<\/p><\/div><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_empty_space][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-cogs qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">N\u00c3O REQUER FERRAMENTAS<\/h5><p style=''>A aplica\u00e7\u00e3o das t\u00e9cnicas apresentadas n\u00e3o requer necessariamente ferramentas espec\u00edficas.<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-road qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">FORMA\u00c7\u00c3O EM V\u00c1RIOS N\u00cdVEIS<\/h5><p style=''>A forma\u00e7\u00e3o est\u00e1 organizada em v\u00e1rios n\u00edveis. Desde a forma\u00e7\u00e3o b\u00e1sica para interpretar modelos de indicadores \u00e0s t\u00e9cnicas para construir e otimizar dashboards, scorecards e relat\u00f3rios.<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-university qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">SEM CONHECIMENTOS PR\u00c9VIOS<\/h5><p style=''>Esta forma\u00e7\u00e3o n\u00e3o requer conhecimentos pr\u00e9vios, embora seja recomend\u00e1vel ter forma\u00e7\u00e3o em fundamentos de ITIL ou de ISO 20000<\/p><\/div><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\"><span style=\"color: #ce2558;\">P\u00daBLICO&nbsp;ALVO<\/span><\/h3>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]A forma\u00e7\u00e3o em modelos de indicadores ITSM est\u00e1 orientada fundamentalmente a dois tipos de perfis:<\/p>\n<ul>\n<li>Diretores de inform\u00e1tica, CIOs, CTOs, respons\u00e1veis de governo TI e outros perfis de dire\u00e7\u00e3o que requerem informa\u00e7\u00e3o de gest\u00e3o dos servi\u00e7os de TI em forma de dashboards, relat\u00f3rios, scorecards, etc.<\/li>\n<\/ul>\n<ul>\n<li>Service Managers, gestores de processo, respons\u00e1veis de Service Desk ou respons\u00e1veis por servi\u00e7o que devem proporcionar \u00e0 dire\u00e7\u00e3o e aos clientes informa\u00e7\u00e3o sobre a gest\u00e3o dos servi\u00e7os de TI.<\/li>\n<\/ul>\n<p>N\u00e3o se requerem conhecimentos pr\u00e9vios de gest\u00e3o de servi\u00e7os, embora seja recomend\u00e1vel ter conhecimentos em fundamentos de ITIL ou de ISO 20000. Pode ser de utilidade para outros tipos de perfis na organiza\u00e7\u00e3o. Apenas se deve ter em conta que os exemplos de aplica\u00e7\u00e3o da teoria de indicadores correspondem \u00e0 gest\u00e3o de servi\u00e7os.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_column_text]<\/p>\n<p style=\"text-align: center;\">A forma\u00e7\u00e3o em modelos de indicadores de gest\u00e3o de servi\u00e7os da Ozona organiza-se em workshops de v\u00e1rios n\u00edveis:<\/p>\n<p>[\/vc_column_text][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; padding_top=&#8221;30&#8243; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/4&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-map-marker qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">ITSM KPI FOUNDATION<\/h5><p style=''>1 dia. 495\u20ac + IVA \/ participante<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-compass qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">ITSM KPI PRACTITIONER<\/h5><p style=''>1 dia. 495\u20ac + IVA \/ participante<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-bullseye qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">ITSM KPI EXPERT<\/h5><p style=''>3 dias. Apenas edi\u00e7\u00f5es in-house<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243;]<div class='q_icon_with_title medium circle center '><div class=\"icon_holder \" style=\" \"><span data-icon-type=\"circle\"   class=\"qode_iwt_icon_holder fa-stack fa-3x  \" style=\"\"><i class=\"qode_icon_font_awesome fa fa-eye qode_iwt_icon_element\" style=\"color: #000000;\" ><\/i><\/span><\/div><div class=\"icon_text_holder\" style=\"\"><div class=\"icon_text_inner\" style=\"\"><h5 class=\"icon_title\" style=\"\">VISUALIZA\u00c7\u00c3O<\/h5><p style=''>1 dia. 495\u20ac + IVA \/ participante<\/p><\/div><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_empty_space][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text] [\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;2851&#8243; img_size=&#8221;large&#8221; qode_css_animation=&#8221;&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span id=\"nivel1\" style=\"color: #ce2558;\">NIVEL I: ITSM KPI FOUNDATION<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]Apresenta\u00e7\u00e3o de conceitos b\u00e1sicos sobre m\u00e9tricas e indicadores. Exemplos pr\u00e1ticos de aplica\u00e7\u00e3o tanto a n\u00edvel geral como espec\u00edficos para a gest\u00e3o de servi\u00e7os de TI.<\/p>\n<ul>\n<li>Introdu\u00e7\u00e3o aos modelos de indicadores.<\/li>\n<li>Aplica\u00e7\u00e3o \u00e0 gest\u00e3o de servi\u00e7os de TI.<\/li>\n<li>C\u00e1lculo de indicadores.<\/li>\n<li>Interpreta\u00e7\u00e3o de dashboards e relat\u00f3rios.<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text] [\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text] [\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#ffffff&#8221; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">NIVEL II: ITSM KPI PRACTITIONER<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]Objetivos vs. indicadores. Constru\u00e7\u00e3o de modelos de indicadores espec\u00edficos, com v\u00e1rios n\u00edveis e varias dimens\u00f5es. Aplica\u00e7\u00e3o pr\u00e1tica em ferramentas de reporting e scorecards.<\/p>\n<ul>\n<li>Desenho de modelos de indicadores.<\/li>\n<li>Identifica\u00e7\u00e3o de objetivos e CSFs.<\/li>\n<li>C\u00e1lculo de indicadores t\u00e1ticos e estrat\u00e9gicos.<\/li>\n<li>Dashboards e relat\u00f3rios personalizados.<\/li>\n<li>Scorecards de TI.<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;2855&#8243; img_size=&#8221;large&#8221; qode_css_animation=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;2853&#8243; img_size=&#8221;large&#8221; qode_css_animation=&#8221;&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">NIVEL III:&nbsp;ITSM KPI EXPERT<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]Metodologia completa de identifica\u00e7\u00e3o de objetivos e constru\u00e7\u00e3o de modelos de indicadores multin\u00edvel espec\u00edficos para uma organiza\u00e7\u00e3o. Implementa\u00e7\u00e3o de relat\u00f3rios e dashboards. Integra\u00e7\u00e3o com fontes de dados.<\/p>\n<ul>\n<li>Defini\u00e7\u00e3o e implementa\u00e7\u00e3o de modelos de indicadores ITSM multidimensionais.<\/li>\n<li>Defini\u00e7\u00e3o de objetivos.<\/li>\n<li>Desenho e implementa\u00e7\u00e3o de dashboards e relat\u00f3rios.<\/li>\n<li>Interpreta\u00e7\u00e3o de dashboards e relat\u00f3rios.<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#ffffff&#8221; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">T\u00c9CNICAS DE VISUALIZA\u00c7\u00c3O DE INDICADORES<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]T\u00e9cnicas de visualiza\u00e7\u00e3o de indicadores para dashboards e relat\u00f3rios:<\/p>\n<ul>\n<li>Principais t\u00e9cnicas de visualiza\u00e7\u00e3o de indicadores<\/li>\n<li>An\u00e1lise do contexto e do prop\u00f3sito<\/li>\n<li>An\u00e1lise do fundo<\/li>\n<li>An\u00e1lise da forma<\/li>\n<\/ul>\n<p>Ejerc\u00edcios pr\u00e1ticos de visualiza\u00e7\u00e3o de indicadores Requer computador&nbsp;(em pares)[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;2855&#8243; img_size=&#8221;large&#8221; qode_css_animation=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column width=&#8221;1\/6&#8243;][vc_empty_space][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">TEMAS DOS WORKSHOPS<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_accordion collapsible=&#8221;yes&#8221; style=&#8221;accordion&#8221; disable_keyboard=&#8221;&#8221;][vc_accordion_tab title=&#8221;ITSM KPI FOUNDATION&#8221; title_tag=&#8221;h4&#8243;][vc_column_text]<strong>I. Introdu\u00e7\u00e3o<\/strong><\/p>\n<ul>\n<li>P\u00fablico alvo, requisitos e \u00e2mbito de forma\u00e7\u00e3o<\/li>\n<li>Antecedentes e abordagem<\/li>\n<li>Objetivos Precis\u00e3o e exatid\u00e3o das m\u00e9tricas Modelo DIKW<\/li>\n<\/ul>\n<p><strong>II. Registos, m\u00e9tricas e indicadores<\/strong><\/p>\n<ul>\n<li>Elementos quantitativos vs elementos qualitativos<\/li>\n<li>Defini\u00e7\u00e3o de registo, m\u00e9trica e indicador<\/li>\n<\/ul>\n<p><strong>III. Tipos de indicadores<\/strong><\/p>\n<ul>\n<li>Indicadores de resultados vs indicadores de desempenho.<\/li>\n<li>Indicadores chave Identifica\u00e7\u00e3o de KPIs<\/li>\n<\/ul>\n<p><strong>IV. Conceitos de gest\u00e3o de servi\u00e7os ITIL\/ISO 20000<\/strong><\/p>\n<ul>\n<li>Orienta\u00e7\u00e3o a servi\u00e7os Mapa de servi\u00e7os Modela\u00e7\u00e3o de servi\u00e7o Sistemas de gest\u00e3o de servi\u00e7os<\/li>\n<\/ul>\n<p><strong>V. Registos, m\u00e9tricas e indicadores ITSM<\/strong><\/p>\n<ul>\n<li>Aplica\u00e7\u00e3o dos conceitos gerais \u00e0 gest\u00e3o de servi\u00e7os<\/li>\n<\/ul>\n<p><strong>VI. Desenho de m\u00e9tricas <\/strong><\/p>\n<ul>\n<li>Modelos definidos na norma ISO\/IEC 15939<\/li>\n<li>Introdu\u00e7\u00e3o aos crit\u00e9rios para o desenho de m\u00e9tricas<\/li>\n<\/ul>\n<p><strong>VII. Formas de apresentar a informa\u00e7\u00e3o<\/strong><\/p>\n<ul>\n<li>Relat\u00f3rios, dashboards, scorecards, etc.<\/li>\n<\/ul>\n<p><strong>VIII. Modelo de indicadores de gest\u00e3o de servi\u00e7os<\/strong><\/p>\n<ul>\n<li>A ISO 20000 como guia Objetivos do modelo C\u00e1lculo de indicadores<\/li>\n<\/ul>\n<p><strong>IX. Interpreta\u00e7\u00e3o de relat\u00f3rios de service desk<\/strong><\/p>\n<ul>\n<li>Indicadores e relat\u00f3rios de gest\u00e3o de incidentes e pedidos de servi\u00e7o.<\/li>\n<li>An\u00e1lise de situa\u00e7\u00f5es reais a partir de relat\u00f3rios de&nbsp;service desk<\/li>\n<\/ul>\n<p><strong>X. Interpreta\u00e7\u00e3o de relat\u00f3rios de presta\u00e7\u00e3o de servi\u00e7os<\/strong><\/p>\n<ul>\n<li>Indicadores e relat\u00f3rios de gest\u00e3o de disponibilidade, capacidade, n\u00edveis de servi\u00e7o, etc.<\/li>\n<li>An\u00e1lise de situa\u00e7\u00f5es reais a partir de relat\u00f3rios de presta\u00e7\u00e3o de servi\u00e7os.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab title=&#8221;ITSM KPI PRACTITIONER&#8221; title_tag=&#8221;h4&#8243;][vc_column_text] N\u00e3o dispon\u00edvel[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab title=&#8221;ITSM KPI EXPERT&#8221; title_tag=&#8221;h4&#8243;][vc_column_text] N\u00e3o dispon\u00edvel[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab title=&#8221;T\u00c9CNICAS DE VISUALIZA\u00c7\u00c3O DE INDICADORES&#8221; title_tag=&#8221;h4&#8243;][vc_column_text] Introdu\u00e7\u00e3o P\u00fablico-alvo Apresenta\u00e7\u00e3o dos assistentes &nbsp; Introdu\u00e7\u00e3o \u00e0 visualiza\u00e7\u00e3o de indicadores &nbsp; Defini\u00e7\u00f5es extra\u00eddas da ISO 15939 Entidade, atributo, conceito mensur\u00e1vel, escala, tipo de m\u00e9todo de medi\u00e7\u00e3o &nbsp; Principais valores estat\u00edsticos &nbsp; Percep\u00e7\u00e3o visual e comunica\u00e7\u00e3o gr\u00e1fica Atributos pr\u00e9-atentivos Princ\u00edpios da percep\u00e7\u00e3o visual &nbsp; Formas de representar dados quantitativos e rela\u00e7\u00f5es entredados Tipos de representa\u00e7\u00e3o Tipos de rela\u00e7\u00f5es entredados &nbsp; Metodologia de desenho e otimiza\u00e7\u00e3o de dashboards e relat\u00f3rios An\u00e1lise do objetivo An\u00e1lise do fundo An\u00e1lise da forma &nbsp; Anexos Exemplos avan\u00e7ados de visualiza\u00e7\u00e3o Interpreta\u00e7\u00e3o autom\u00e1tica de indicadores Responsiveness Principais erros interpretando dados &nbsp;quantitativos &nbsp; Bibliografia &nbsp; [\/vc_column_text][\/vc_accordion_tab][\/vc_accordion][\/vc_column][vc_column width=&#8221;1\/6&#8243;][vc_empty_space][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/6&#8243;][vc_empty_space][\/vc_column_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #ce2558;\">TESTEMUNHOS DOS PARTICIPANTES<\/span><\/h2>\n<p>[\/vc_column_text][vc_separator type=&#8221;normal&#8221; transparency=&#8221;0&#8243; align=&#8221;align_center&#8221;]<div class='testimonials_holder clearfix dark'><div class=\"testimonials testimonials_carousel\" data-show-navigation=\"yes\" data-animation-type=\"fade\" data-animation-speed=\"1000\" data-auto-rotate-slides=\"10\" data-number-per-slide=\"1\"><ul class=\"slides\"><li id=\"testimonials1942\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2016\/09\/xavivila.png\" align=left>Despu\u00e9s de asistir al Workshop de KPIs de Nivel II tuve ocasi\u00f3n de poner en pr\u00e1ctica lo que hab\u00eda aprendido all\u00ed, aplic\u00e1ndolo a nuestro SGSI ISO 27001. Actualic\u00e9 la definici\u00f3n de objetivos aplicando el modelo del curso: diferentes niveles, agrupaciones, normalizaci\u00f3n, triangulaci\u00f3n, etc. y c\u00f3mo estos se relacionaban f\u00e1cilmente con los objetivos corporativos. Realmente vale la pena.<\/p><p class=\"testimonial_author\" style=\"\"><h3>Xavier Vila (Caja de Ingenieros)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/es.linkedin.com\/in\/xaviervila\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1941\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2016\/09\/jesusgomezruedas.png\" align=right>Una valios\u00edsima formaci\u00f3n si quiere extraer el m\u00e1ximo valor de su Sistema de Gesti\u00f3n.\r\nLe permitir\u00e1 poner en pr\u00e1ctica t\u00e9cnicas y modelos que multiplicar\u00e1n el rendimiento de sus procesos de gesti\u00f3n de servicios de TI.<br>Conocimientos imprescindibles para alinear la multiplicidad de datos y registros con los objetivos corporativos.<\/p><p class=\"testimonial_author\" style=\"\"><h3>Jes\u00fas G\u00f3mez Ruedas (Ministerio de Defensa)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/es.linkedin.com\/pub\/jes\u00fas-g\u00f3mez-ruedas\/18\/560\/48b>LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1939\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2016\/09\/juandomingo.png\" align=left>Imprescindible para cualquier compa\u00f1\u00eda interesada en la profesionalizaci\u00f3n de Servicios TI \/ ISO 20000. Despu\u00e9s de la formaci\u00f3n impartida por Diego Berea, conseguimos enfocar correctamente la definici\u00f3n de los KPI y alinearlos a los objetivos corporativos adem\u00e1s de complementar nuestra apuesta con ISO 27001. Muy productivo.<\/p><p class=\"testimonial_author\" style=\"\"><h3>Juan Domingo Gavil\u00e1n (T\u00e9cnicas Reunidas)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/es.linkedin.com\/in\/juan-domingo-gavil\u00e1n-57269617\/es\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1913\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"https:\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2023\/08\/DIOGO-SOUSA-ps.png\"align=left>Na crescente evolu\u00e7\u00e3o do mercado das TI torna-se importante obter uma vis\u00e3o abrangente e focada permitindo as organiza\u00e7\u00f5es decidir e atuar o mais r\u00e1pida e corretamente poss\u00edvel.\r\nMais do que aproveitar as oportunidades apresentadas pelas novas tecnologias \u00e9 preciso saber acompanhar o mercado e ter os skills desenvolvidos e compet\u00eancias para poder participar ativamente no seu desenvolvimento.\r\nEsta forma\u00e7\u00e3o superou largamente a minhas expectativas visto permitir adquirir os conceitos para as melhores pr\u00e1ticas de indicadores orientados \u00e0s organiza\u00e7\u00f5es desde a conceptualiza\u00e7\u00e3o at\u00e9 a visualiza\u00e7\u00e3o, tornando muitas vezes o complicado em simples utilizando pr\u00e1ticas concretas e adequadas.<\/p><p class=\"testimonial_author\" style=\"\"><h3>Diogo Sousa (NOS Comunica\u00e7\u00f5es)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/diogo-almeida-e-sousa-601b177\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1150\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2015\/10\/ramonpinyanac100.png\" align=left>Excepcional formaci\u00f3 i workshop de KPIs a Ozona Consulting, impartit per un referent en ITIL\/ISO20000 i ITSM en general : Diego Berea Cabaleiro. Molt recomanable i de gran profit per qualsevol tipus d'organitzaci\u00f3 i departament IT<\/p><p class=\"testimonial_author\" style=\"\"><h3>Ram\u00f3n Pinyana (BASE - Gesti\u00f3 d'Ingressos Dip. Tarragona)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/es.linkedin.com\/in\/rpinyana\/es\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><li id=\"testimonials1148\" class=\"testimonial_content\"><div class=\"testimonial_content_inner\"><div class=\"testimonial_text_holder\"><div class=\"testimonial_text_inner\" style=\"\"><p style='font-size:14px;'><img decoding=\"async\" src=\"\/\/www.ozonaconsulting.com\/wp-content\/uploads\/2017\/02\/finbarcallanc100.png\" align=right>Esta formaci\u00f3n proporciona una excelente oportunidad para que las personas y las organizaciones definan qu\u00e9, por qu\u00e9 y c\u00f3mo deber\u00edan estar midiendo el cumplimiento de objetivos y su desempe\u00f1o. Muchas personas miden \"lo que pueden\" o \"como siempre han medido\" sin realmente entender los objetivos de lo que se est\u00e1 midiendo. Los ejercicios pr\u00e1cticos lo hacen real: No es s\u00f3lo teor\u00eda.<\/p><p class=\"testimonial_author\" style=\"\"><h3>Finbarr Callan (Editor principal de la ISO\/IEC 20000-6)<\/h3><span class=\"author_company_divider\"> - <\/span><span class=\"author_company\"><a target=\"_blank\" href=\"https:\/\/uk.linkedin.com\/pub\/finbarr-callan\/0\/43\/9aa\/es\">LinkedIn<\/a><\/span><\/p><\/div><\/div><\/div><\/li><\/ul><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/6&#8243;][vc_empty_space][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text] [\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243;][vc_column][vc_column_text]<\/p>\n<h2 id=\"contacto\" style=\"text-align: center;\"><span style=\"color: #ce2558;\">Solicite mais informa\u00e7\u00e3o<\/span><\/h2>\n<p>[\/vc_column_text][vc_separator type=&#8221;normal&#8221; transparency=&#8221;0&#8243; align=&#8221;align_center&#8221;][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner][vc_column_text][\/vc_column_text][vc_column_text]Os dados pessoais recolhidos atrav\u00e9s do presente formul\u00e1rio, ser\u00e3o tratados para gerir a sua participa\u00e7\u00e3o no evento em que se inscreveu. Pode exercer os direitos de acesso, retifica\u00e7\u00e3o e cancelamento mediante carta dirigida a Servicio de Consultor\u00eda de Procesos Ozona S.L., Av. General Per\u00f3n 29, planta 16 \u00b7 28020 \u00b7 Madrid.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text] [\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#e8e8e8&#8243; padding_top=&#8221;70&#8243; padding_bottom=&#8221;50&#8243; css=&#8221;.vc_custom_1443952192133{background-color: #ffffff !important;}&#8221;][vc_column][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner][vc_column_text] Com mais de 40 edi\u00e7\u00f5es organizadas nos \u00faltimos cinco anos em seis pa\u00edses, as forma\u00e7\u00f5es sobre KPIs, modelos de indicadores e t\u00e9cnicas de visualiza\u00e7\u00e3o, converteram-se nas mais&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"full_width.php","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","content-type":"","ngg_post_thumbnail":0,"footnotes":""},"class_list":["post-1135","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/pages\/1135","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/comments?post=1135"}],"version-history":[{"count":36,"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/pages\/1135\/revisions"}],"predecessor-version":[{"id":9664,"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/pages\/1135\/revisions\/9664"}],"wp:attachment":[{"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/media?parent=1135"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}