{"id":1584,"date":"2016-06-07T17:04:47","date_gmt":"2016-06-07T15:04:47","guid":{"rendered":"https:\/\/www.ozonaconsulting.com\/?page_id=1584"},"modified":"2026-07-10T13:20:44","modified_gmt":"2026-07-10T11:20:44","slug":"modelacao-servicos","status":"publish","type":"page","link":"https:\/\/www.ozonaconsulting.com\/pt\/modelacao-servicos\/","title":{"rendered":"Workshop de modela\u00e7\u00e3o de servi\u00e7os"},"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 modela\u00e7\u00e3o de servi\u00e7os de TI \u00e9 uma das atividades essenciais para a implementa\u00e7\u00e3o com \u00eaxito de processos de gest\u00e3o de servi\u00e7os ITIL\/ISO 20000. &nbsp; Esta a\u00e7\u00e3o formativa apresenta uma metodologia clara de modela\u00e7\u00e3o de servi\u00e7os, e mediante numerosos&nbsp;exemplos pr\u00e1ticos, explica a sua aplica\u00e7\u00e3o a diferentes cen\u00e1rios de gest\u00e3o de servi\u00e7os: gest\u00e3o da configura\u00e7\u00e3o, gest\u00e3o de riscos, gest\u00e3o de fornecedores, monitoriza\u00e7\u00e3o de servi\u00e7os, etc. &nbsp;Trata-se de uma&nbsp;forma\u00e7\u00e3o nova&nbsp;e original, alinhada com as boas pr\u00e1ticas de ITIL e os requisitos da ISO 20000, que permite&nbsp;aos participantes:<\/p>\n<ul>\n<li>Aplicar de forma imediata a metodologia proposta \u00e0 modela\u00e7\u00e3o de servi\u00e7os de TI da sua organiza\u00e7\u00e3o.<\/li>\n<\/ul>\n<ul>\n<li>Alcan\u00e7ar&nbsp;os benef\u00edcios associados \u00e0 correta modela\u00e7\u00e3o de servi\u00e7os dentro de um sistema de gest\u00e3o ITIL\/ISO 20000.<\/li>\n<\/ul>\n<p>As suas principais caracter\u00edsticas s\u00e3o as seguintes:<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner][\/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 numerosos 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 mostram-se numerosos exemplos reais da aplica\u00e7\u00e3o<\/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-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_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; 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: #e1175a;\">P\u00daBLICO OBJETIVO<\/span><\/h3>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]A forma\u00e7\u00e3o da modela\u00e7\u00e3o de servi\u00e7os orienta-se fundamentalmente a dois tipos de perfis:<\/p>\n<ul>\n<li>Service managers, gestores de processo, respons\u00e1veis de Service Desk ou respons\u00e1veis de servi\u00e7os que&nbsp;participam num sistema de gest\u00e3o de servi\u00e7os ITIL\/ISO 200000.<\/li>\n<li>Diretores de inform\u00e1tica, CIOs, CTOs, respons\u00e1veis do controlo&nbsp;TI e outros perfis de dire\u00e7\u00e3o que requerem informa\u00e7\u00e3o da modela\u00e7\u00e3o de servi\u00e7os.<\/li>\n<\/ul>\n<p>N\u00e3o se requer conhecimentos pr\u00e9vios de gest\u00e3o de servi\u00e7os, embora seja recomendado conhecimentos ao n\u00edvel de fundamentos ITIL ou ISO 20000.[\/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 de modela\u00e7\u00e3o de servi\u00e7os&nbsp;tem um \u00fanico n\u00edvel, embora se possa complementar com sess\u00f5es espec\u00edficas de modela\u00e7\u00e3o para os servi\u00e7os de um determinado cliente.<\/p>\n<p>[\/vc_column_text][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;grid&#8221; text_align=&#8221;center&#8221; padding_top=&#8221;30&#8243; css_animation=&#8221;&#8221;][vc_column_inner width=&#8221;1\/3&#8243;] [\/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-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=\"\">Workshop modela\u00e7\u00e3o de servi\u00e7os<\/h5><p style=''>1 dia. 495\u20ac + IVA \/ por participante<\/p><\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;] [\/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;5\/12&#8243;][vc_single_image image=&#8221;2869&#8243; img_size=&#8221;large&#8221; qode_css_animation=&#8221;&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;7\/12&#8243;][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><span style=\"color: #e1175a;\">MODELA\u00c7\u00c3O DE SERVI\u00c7OS<\/span><\/h2>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;15px&#8221;][vc_column_text]Metodologia geral de modela\u00e7\u00e3o de servi\u00e7os de servi\u00e7os de TI e decomposi\u00e7\u00e3o de depend\u00eancias.<\/p>\n<ul>\n<li>Crit\u00e9rios de modela\u00e7\u00e3o.<\/li>\n<li>T\u00e9cnicas de decomposi\u00e7\u00e3o de depend\u00eancias.<\/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; 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: #e1175a;\">AGENDA&nbsp;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;MODELA\u00c7\u00c3O DE SERVI\u00c7OS&#8221; title_tag=&#8221;h4&#8243;][vc_column_text]<strong><span class=\"s2\">Introdu\u00e7\u00e3o \u00e0 orienta\u00e7\u00e3o aos servi\u00e7os<\/span><\/strong><\/p>\n<ul>\n<li><span class=\"s2\">Orienta\u00e7\u00e3o aos servi\u00e7os<\/span><\/li>\n<li><span class=\"s2\">Tipos de servi\u00e7os<\/span><\/li>\n<li><span class=\"s2\">Mapa de servi\u00e7os<\/span><\/li>\n<li><span class=\"s2\">Depend\u00eancias entre servi\u00e7os&nbsp;<\/span><\/li>\n<\/ul>\n<p><strong>Modela\u00e7\u00e3o&nbsp;de servi\u00e7os<\/strong><\/p>\n<ul>\n<li><span class=\"s2\">Crit\u00e9rios de modela\u00e7\u00e3o de servi\u00e7os<\/span><\/li>\n<li><span class=\"s2\">Metodologia de modela\u00e7\u00e3o de servi\u00e7os<\/span><\/li>\n<li><span class=\"s2\">Decomposi\u00e7\u00e3o de servi\u00e7os em depend\u00eancias<\/span><\/li>\n<li><span class=\"s2\">Modela\u00e7\u00e3o da arquitetura de um servi\u00e7o vs modela\u00e7\u00e3o de impacto (tipo BMC)<\/span><\/li>\n<\/ul>\n<p><strong><span class=\"s2\">Utilidade da modela\u00e7\u00e3o de servi\u00e7os<\/span><\/strong><\/p>\n<ul class=\"ul1\">\n<li class=\"li1\"><span class=\"s2\">Aplica\u00e7\u00e3o \u00e0 gest\u00e3o da configura\u00e7\u00e3o e \u00e0 gest\u00e3o de ativos<\/span>\n<ul class=\"ul2\">\n<li class=\"li1\"><span class=\"s2\">Gest\u00e3o da configura\u00e7\u00e3o vs gest\u00e3o de ativos<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\">Transfer\u00eancia da modela\u00e7\u00e3o de servi\u00e7os \u00e0 CMDB<\/span><\/li>\n<\/ul>\n<\/li>\n<li class=\"li1\"><span class=\"s2\">Aplica\u00e7\u00e3o \u00e0 gest\u00e3o de fornecedores, seus requisitos e n\u00edveis de servi\u00e7o<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\">Aplica\u00e7\u00e3o \u00e0 presta\u00e7\u00e3o&nbsp;de servi\u00e7os<\/span>\n<ul class=\"ul2\">\n<li class=\"li1\">Limita\u00e7\u00e3o do \u00e2mbito dos planos de capacidade, disponibilidade, continuidade\u2026<\/li>\n<li class=\"li1\">Transferir a modela\u00e7\u00e3o de servi\u00e7os para ferramentas de monitoriza\u00e7\u00e3o<\/li>\n<\/ul>\n<\/li>\n<li class=\"li1\"><span class=\"s2\">Aplica\u00e7\u00e3o aos processos de service desk<\/span><\/li>\n<li class=\"li1\"><span class=\"s2\">Aplica\u00e7\u00e3o \u00e0 gest\u00e3o financeira de servi\u00e7os<\/span><\/li>\n<\/ul>\n<p>[\/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;][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: #e1175a;\">Solicite mais informa\u00e7\u00e3o<\/span><\/h2>\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;][vc_column][vc_empty_space][\/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] A modela\u00e7\u00e3o de servi\u00e7os de TI \u00e9 uma das atividades essenciais para a implementa\u00e7\u00e3o com \u00eaxito de processos de gest\u00e3o de servi\u00e7os ITIL\/ISO 20000. &nbsp; Esta a\u00e7\u00e3o&#8230;<\/p>\n","protected":false},"author":10,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"full_width.php","meta":{"ngg_post_thumbnail":0,"footnotes":""},"class_list":["post-1584","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/pages\/1584","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\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/comments?post=1584"}],"version-history":[{"count":3,"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/pages\/1584\/revisions"}],"predecessor-version":[{"id":11714,"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/pages\/1584\/revisions\/11714"}],"wp:attachment":[{"href":"https:\/\/www.ozonaconsulting.com\/pt\/wp-json\/wp\/v2\/media?parent=1584"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}