Gislaine,
Eu focaria a implanta��o em fases, para o Help Desk/Service Desk o seu foco seria muito mais no Service Support, com pequenas incurs�es no Service Delivery. O primeiro passo na vis�o para uma implanta��o de sucesso e ter clareza de prop�sitos - O Deming enfatisou muito esta caracteristica no Livro Qualidade Total. Procure incialmente definir servi�os e Slas, veja as necessidades da sua empresa e caminhe em um modelo de melhoria cont�nua seguindo esta dire��o. Caso deseje mais detalhes, estou � disposi��o Ricardo Mansur Gestor Tecnologia Carreira desenvolvida na gest�o das �reas de TI / Telecom. MBA em TI / Telecom e Neg�cios, mestrado em Finan�as e Administra��o e Engenheiro Eletr�nico. Ingl�s, Franc�s e Espanhol. [EMAIL PROTECTED] ----- Original Message ----- From: Eduardo L. Pavan To: [email protected] Sent: Tuesday, March 01, 2005 11:44 PM Subject: RES: [itsm_br] Conceito / Defini��o Ol�, Gislaine. Estamos implementando ITIL em nosso novo service desk, no entanto, estamos focando mais na �rea operacional do framework, ou seja, Service Support. Vale lembrar que as duas faces do ITIL, service support e service delivery possuem rela��es, fazendo com que um processo dependa do outro. obs: Acesse o site HYPERLINK "http://www.itil.org"http://www.itil.org Sugiro que fa�a a implanta��o por etapas. Abs, Eduardo Pavan -----Mensagem original----- De: gislaine_figueiredo [mailto:[EMAIL PROTECTED] Enviada em: segunda-feira, 14 de fevereiro de 2005 16:31 Para: [email protected] Assunto: [itsm_br] Conceito / Defini��o Ol� pessoal!!! Algu�m poderia me ajudar com o conceito / defini��o dos processos ITIL: Relationship Management, Aplication Management, Security Magment e Infrastructure Management? Outra pergunta: Estou num projeto de reestrutura��o do Help-Desk na minha companhia e queremos reestrutur�-lo baseando-se no ITIL. Neste caso devo aplicar o processo Service Support e Service Delivery? Ou somente Service Support? Ou ainda tb�m tenho que trabalhar com todos os processo do ITIL ciatados acima (Relationship Management, Aplication Management, Security Magment e Infrastructure Management)? Grata, Gislaine. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++ Lista ITSM_BR - Gest�o de TI - Mantida por Gilberto Biasoto - IT Designers - HYPERLINK "http://www.ITdesigners.com.br"http://www.ITdesigners.com.br - ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++++++++++++ Para de descadastrar envie email para: [EMAIL PROTECTED] --- Yahoo! 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