{"id":11803,"date":"2026-08-25T11:17:02","date_gmt":"2026-08-25T09:17:02","guid":{"rendered":"https:\/\/www.ozonaconsulting.com\/?page_id=11803"},"modified":"2026-08-25T11:22:30","modified_gmt":"2026-08-25T09:22:30","slug":"iso20000-pt","status":"publish","type":"page","link":"https:\/\/www.ozonaconsulting.com\/pt\/iso20000-pt\/","title":{"rendered":"ISO\/IEC 20000 \u00b7 APMG"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><style>@media(min-width:768px){body.page-id-11803 .empty_space_image{background-position:center top !important;background-size:100% auto !important;background-repeat:no-repeat !important;}}<\/style>\n<style>.empty_space_image{background-position:center top !important;background-size:100% auto !important;background-repeat:no-repeat !important;}<\/style>\n<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;center&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; z_index=&#8221;&#8221;][vc_column offset=&#8221;vc_hidden-xs&#8221;][vc_empty_space height=&#8221;260px&#8221; background_image=&#8221;11436&#8243; image_repeat=&#8221;no-repeat&#8221; el_class=&#8221;dora-banner&#8221;][\/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;center&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; z_index=&#8221;&#8221;][vc_column offset=&#8221;vc_hidden-lg vc_hidden-md vc_hidden-sm&#8221;][vc_empty_space height=&#8221;200px&#8221; background_image=&#8221;11436&#8243; image_repeat=&#8221;no-repeat&#8221; el_class=&#8221;dora-banner-mobile&#8221;][\/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_empty_space height=&#8221;45 px&#8221;][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;full_width&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #e1175a;\"><b>APMG ISO\/IEC 20000<\/b><\/span><\/h2>\n<h3 style=\"text-align: center;\">Foundation \u00b7 Practitioner \u00b7 Auditor \u00b7 Certifica\u00e7\u00f5es oficiais APMG<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_empty_space height=&#8221;30 px&#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 css=&#8221;&#8221;]A ISO\/IEC 20000 \u00e9 a norma internacional de refer\u00eancia para a gest\u00e3o de servi\u00e7os de TI. Oferecemos os tr\u00eas n\u00edveis oficiais de certifica\u00e7\u00e3o APMG (Foundation, Practitioner e Auditor), ministrados por Diego Berea, editor da ISO\/IEC 20000 em ISO\/IEC JTC1 SC40.[\/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;grid&#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; z_index=&#8221;&#8221;][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><span style=\"color: #e1175a;\"><b>A norma ISO\/IEC 20000<\/b><\/span><\/h3>\n<p>A ISO\/IEC 20000-1 estabelece os requisitos para um sistema de gest\u00e3o do servi\u00e7o (SMS) que permite a entrega efetiva de servi\u00e7os de TI a clientes internos e externos. Publicada pela ISO\/IEC (revis\u00e3o vigente 2018), \u00e9 a refer\u00eancia internacional para certificar organiza\u00e7\u00f5es e profissionais em gest\u00e3o de servi\u00e7os de TI. Em resumo: o ITIL diz como, a ISO\/IEC 20000 diz o qu\u00ea.[\/vc_column_text][vc_empty_space height=&#8221;15 px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><span style=\"color: #e1175a;\"><b>Os tr\u00eas n\u00edveis APMG<\/b><\/span><\/h3>\n<p>A APMG-International \u00e9 o organismo acreditador da certifica\u00e7\u00e3o de pessoas em ISO\/IEC 20000 e oferece tr\u00eas n\u00edveis independentes, cada um com o seu exame e credencial digital:<br \/>\n[\/vc_column_text][vc_empty_space height=&#8221;15 px&#8221;][vc_accordion collapsible=&#8221;yes&#8221; style=&#8221;accordion&#8221; disable_keyboard=&#8221;&#8221;][vc_accordion_tab title=&#8221;ISO\/IEC 20000 FOUNDATION&#8221; title_tag=&#8221;h4&#8243;][vc_column_text]<\/p>\n<p>Compreender a norma ISO\/IEC 20000 e o seu funcionamento num prestador de servi\u00e7os de TI t\u00edpico. N\u00edvel de entrada: n\u00e3o requer experi\u00eancia pr\u00e9via.<\/p>\n<ul>\n<li><strong>Dura\u00e7\u00e3o:<\/strong> 24 horas \u00b7 3 dias<\/li>\n<li><strong>Exame:<\/strong> 40 perguntas \u00b7 aprovado 26\/40 (65%) \u00b7 60 minutos \u00b7 idiomas ES\/EN\/PT<\/li>\n<li><strong>A quem se dirige:<\/strong> Pessoal de prestadores de servi\u00e7os de TI que necessita de compreens\u00e3o b\u00e1sica da norma, equipas que trabalham em organiza\u00e7\u00f5es j\u00e1 certificadas e profissionais que avaliam implementar a ISO\/IEC 20000.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab title=&#8221;ISO\/IEC 20000 PRACTITIONER&#8221; title_tag=&#8221;h4&#8243;][vc_column_text]<\/p>\n<p>Aplicar o conte\u00fado da norma dentro de uma organiza\u00e7\u00e3o: desenhar, implementar e melhorar um sistema de gest\u00e3o do servi\u00e7o (SMS) alinhado com a ISO\/IEC 20000. Recomend\u00e1vel ter feito Foundation.<\/p>\n<ul>\n<li><strong>Dura\u00e7\u00e3o:<\/strong> 24 horas \u00b7 3 dias<\/li>\n<li><strong>Exame:<\/strong> 80 perguntas \u00b7 aprovado 40\/80 (50%) \u00b7 150 minutos \u00b7 idiomas EN, DE, JA, PT-BR, ZH<\/li>\n<li><strong>A quem se dirige:<\/strong> Profissionais, managers e consultores envolvidos na implementa\u00e7\u00e3o de um SMS ISO\/IEC 20000 ou nas atividades cont\u00ednuas baseadas na norma.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_accordion_tab][vc_accordion_tab title=&#8221;ISO\/IEC 20000 AUDITOR&#8221; title_tag=&#8221;h4&#8243;][vc_column_text]<\/p>\n<p>Auditar os requisitos da ISO\/IEC 20000-1 num prestador de servi\u00e7os de TI. Forma\u00e7\u00e3o orientada tanto a auditores externos (RCB) como a auditores internos.<\/p>\n<ul>\n<li><strong>Dura\u00e7\u00e3o:<\/strong> 16 horas \u00b7 2 dias<\/li>\n<li><strong>Exame:<\/strong> 40 perguntas \u00b7 aprovado 26\/40 (65%) \u00b7 60 minutos \u00b7 idiomas ES, EN, PT, DE, JA, ZH<\/li>\n<li><strong>A quem se dirige:<\/strong> Auditores externos de Registered Certification Bodies (RCB) que auditam prestadores de servi\u00e7os de acordo com a ISO\/IEC 20000-1, e auditores internos de organiza\u00e7\u00f5es que aplicam ou implementam a norma.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_accordion_tab][\/vc_accordion][vc_empty_space height=&#8221;15 px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><span style=\"color: #e1175a;\"><b>P\u00fablico-alvo<\/b><\/span><\/h3>\n<p>A forma\u00e7\u00e3o ISO\/IEC 20000 \u00e9 dirigida a profissionais que gerem, desenham, entregam, auditam ou melhoram servi\u00e7os de TI:<\/p>\n<ul>\n<li>Respons\u00e1veis e profissionais de IT Service Management (ITSM).<\/li>\n<li>Service Managers, IT Managers e respons\u00e1veis de opera\u00e7\u00f5es.<\/li>\n<li>Consultores e respons\u00e1veis de implementa\u00e7\u00e3o de sistemas de gest\u00e3o do servi\u00e7o.<\/li>\n<li>Auditores internos e externos que avaliam cumprimento da ISO\/IEC 20000.<\/li>\n<li>Profissionais de qualidade, governo e compliance que trabalham com normas ISO.<\/li>\n<li>Equipas que preparam a organiza\u00e7\u00e3o para uma certifica\u00e7\u00e3o oficial ISO\/IEC 20000.<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15 px&#8221;][\/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;grid&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#F0F0F0&#8243; padding_top=&#8221;10&#8243; padding_bottom=&#8221;10&#8243; z_index=&#8221;&#8221;][vc_column][vc_empty_space height=&#8221;5 px&#8221;][\/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;grid&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#F0F0F0&#8243; padding_top=&#8221;10&#8243; padding_bottom=&#8221;10&#8243; z_index=&#8221;&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>O curso inclui materiais oficiais APMG em ingl\u00eas e um caderno de exerc\u00edcios que \u00e9 preenchido ao longo do curso.<\/li>\n<li>O conte\u00fado baseia-se na norma ISO\/IEC 20000-1 vigente e reflete as boas pr\u00e1ticas e requisitos oficiais da APMG.<\/li>\n<li>O curso \u00e9 ministrado em espanhol, inclui material eletr\u00f3nico em ingl\u00eas e um certificado de participa\u00e7\u00e3o.<\/li>\n<li>O curso \u00e9 ministrado na modalidade curso online interativo. Durante as sess\u00f5es s\u00e3o oferecidas pausas programadas.<\/li>\n<li>A forma\u00e7\u00e3o \u00e9 ministrada atrav\u00e9s de GoToTraining (ou similar).<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<ul>\n<li>Os participantes poder\u00e3o utilizar os seus microfones para intervir durante as sess\u00f5es e colocar quest\u00f5es ao tutor (existe tamb\u00e9m a op\u00e7\u00e3o de utilizar a webcam).<\/li>\n<li>As fun\u00e7\u00f5es interativas do curso podem incluir grupos de trabalho em salas virtuais (breakout sessions), inqu\u00e9ritos e question\u00e1rios.<\/li>\n<li>O exame oficial APMG \u00e9 de contrata\u00e7\u00e3o opcional e realiza-se atrav\u00e9s do Public Examination Portal da APMG.<\/li>\n<li>O curso \u00e9 ministrado por Diego Berea, editor da ISO\/IEC 20000 em ISO\/IEC JTC1 SC40 e formador acreditado pela APMG.<\/li>\n<\/ul>\n<p>[\/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;grid&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221; background_color=&#8221;#F0F0F0&#8243; padding_top=&#8221;10&#8243; padding_bottom=&#8221;10&#8243; z_index=&#8221;&#8221;][vc_column][vc_empty_space height=&#8221;5 px&#8221;][\/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 css=&#8221;&#8221;]<\/p>\n<h2 id=\"contacto\" style=\"text-align: center; color: #e1175a;\">SOLICITA\u00c7\u00c3O DE INSCRI\u00c7\u00c3O<\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;35px&#8221;][vc_row_inner row_type=&#8221;row&#8221; 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