{"id":76314,"date":"2021-03-17T18:32:45","date_gmt":"2021-03-17T18:32:45","guid":{"rendered":"https:\/\/onedesk.com\/helpdesk-for-itsm-itil-onedesk\/"},"modified":"2021-03-17T18:32:45","modified_gmt":"2021-03-17T18:32:45","slug":"helpdesk-for-itsm-itil-onedesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/pt-pt\/helpdesk-for-itsm-itil-onedesk\/","title":{"rendered":"Uma experi\u00eancia mais simples : Helpdesk for ITSM \/ ITIL"},"content":{"rendered":"<h2 style=\"text-align: justify;\"><strong>Uma experi\u00eancia mais simples : Helpdesk for ITSM \/ ITIL<\/strong><\/h2>\n<p style=\"text-align: justify;\">ITIL, ou Biblioteca de Infraestruturas de TI, \u00e9 uma s\u00e9rie de documentos (um quadro) utilizados para ajudar na implementa\u00e7\u00e3o de um helpdesk idealmente configurado para a Gest\u00e3o de Servi\u00e7os de TI (ITSM). Estes documentos endere\u00e7o:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Estrat\u00e9gia de Servi\u00e7o.<\/li>\n<li>Design de Servi\u00e7o.<\/li>\n<li>Opera\u00e7\u00e3o de Servi\u00e7o.<\/li>\n<li>Transi\u00e7\u00e3o de Servi\u00e7o.<\/li>\n<li>Melhoria cont\u00ednua do servi\u00e7o.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">Ser\u00e1 criado o helpdesk ideal para implementar as recomenda\u00e7\u00f5es da documenta\u00e7\u00e3o sempre que apropriado.<br \/>\nImplementado corretamente, um helpdesk para ITSM ir\u00e1:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Sirva como \u00fanico ponto de contacto para os utilizadores.<\/li>\n<li>Fornecer comunica\u00e7\u00f5es centralizadas.<\/li>\n<li>Monitorize e agrave os problemas.<\/li>\n<li>Resolver e resolver quest\u00f5es pr\u00f3ximas.<\/li>\n<\/ul>\n<h3><span data-story-id=\"story_7674dd37c9100f56e87060a4cd929217\" data-room-id=\"room_d3c1e182c20485489472dff419c0923f\" data-timestamp=\"1481833618301\" data-text=\"How is ITIL &amp; ITSM used\" data-userid=\"800745871890653184\" data-orgid=\"425220639864197120\">Como \u00e9 usado o ITIL &amp; ITSM<\/span><img><\/h3>\n<p style=\"text-align: justify;\">Com o ITSM baseado num quadro ITIL, o helpdesk \u00e9 propositadamente concebido para satisfazer uma estrat\u00e9gia espec\u00edfica. Esta estrat\u00e9gia proporciona \u00e0 equipa que implementa um quadro ITIL um conjunto claro de metodologias, caracter\u00edsticas e capacidades de helpdesk.<\/p>\n<p style=\"text-align: justify;\">A ITIL diz que o helpdesk deve servir como um \u00fanico ponto de contacto. Assim, o ITSM deve incluir a capacidade de permitir que cada t\u00e9cnico de helpdesk sirva como um \u00fanico ponto de contacto cada vez que um cliente liga com um novo problema. Transferir-se para outro t\u00e9cnico deve ser um evento raro. O cliente deve sentir-se central no funcionamento do helpdesk.<\/p>\n<p style=\"text-align: justify;\">A gest\u00e3o dos servi\u00e7os deve tamb\u00e9m permitir comunica\u00e7\u00f5es centralizadas. O t\u00e9cnico de helpdesk deve estar em condi\u00e7\u00f5es de falar com o cliente (quer esse cliente seja um cliente externo ou um cliente interno) e de manuten\u00e7\u00e3o, e ser capaz de fornecer atualiza\u00e7\u00f5es e solicitar a\u00e7\u00f5es expeditas dos t\u00e9cnicos do sistema.<\/p>\n<p style=\"text-align: justify;\">Se um problema for mais complicado do que o estimado anteriormente, o t\u00e9cnico deve, sem o envolvimento do utilizador, ser capaz de agravar o problema, mantendo o cliente informado sobre o estado do problema.<\/p>\n<p style=\"text-align: justify;\">Com as capacidades do helpdesk, o t\u00e9cnico deve ser capaz de fechar um problema, capturar uma descri\u00e7\u00e3o do problema e capturar as a\u00e7\u00f5es tomadas para resolver o problema. Al\u00e9m disso, o sistema helpdesk deve permitir que a solu\u00e7\u00e3o seja depositada numa base de conhecimento, disponibilizando-a para o futuro<\/p>\n<h3 style=\"text-align: justify;\"><span data-story-id=\"story_7674dd37c9100f56e87060a4cd929217\" data-room-id=\"room_d3c1e182c20485489472dff419c0923f\" data-timestamp=\"1481833618301\" data-text=\"what can you do with it\" data-userid=\"800745871890653184\" data-orgid=\"425220639864197120\">O que um helpdesk para o ITSM pode fazer por si<\/span><\/h3>\n<p style=\"text-align: justify;\">O ITIL permite-lhe desenvolver uma estrat\u00e9gia de manuten\u00e7\u00e3o da sua infraestrutura de TI. Com essa estrat\u00e9gia, poder\u00e1 conceber uma opera\u00e7\u00e3o de helpdesk que forne\u00e7a as capacidades necess\u00e1rias para responder \u00e0s necessidades e preocupa\u00e7\u00f5es do seu cliente. Com o design, poder\u00e1 desenvolver e apoiar uma opera\u00e7\u00e3o capaz de gerir eficazmente os incidentes gerados pela sua infraestrutura.<\/p>\n<p style=\"text-align: justify;\">E, claro, com um conjunto objetivo de opera\u00e7\u00f5es, poder\u00e1 fornecer dados (quantas vezes o cliente teve de falar com o t\u00e9cnico, quanto tempo o cliente teve de esperar por uma pick-up, quantas vezes o cliente foi transferido entre t\u00e9cnicos, quanto tempo o problema que o cliente chamou persistir) para desenvolver uma estrat\u00e9gia de melhoria dos servi\u00e7os.<\/p>\n<p style=\"text-align: justify;\">O OneDesk \u00e9 um helpdesk para o ITSM e fornece as capacidades necess\u00e1rias para implementar um quadro ITIL. O sistema fornece:<\/p>\n<ul>\n<li style=\"text-align: justify;\">Comunica\u00e7\u00e3o centralizada usando v\u00e1rios canais de comunica\u00e7\u00f5es.<\/li>\n<li style=\"text-align: justify;\">O t\u00e9cnico como \u00fanico ponto de contacto com o cliente.<\/li>\n<li style=\"text-align: justify;\">A capacidade de monitorizar e escalar problemas.<\/li>\n<li style=\"text-align: justify;\">A capacidade de resolver problemas, fechar os casos e capturar a solu\u00e7\u00e3o para uma base de conhecimento.<\/li>\n<\/ul>\n<p><em><span style=\"font-size: 10pt;\">Cr\u00e9dito fotogr\u00e1fico: &#8220;Livros&#8221; \/ Rodrigo Galindez \/ <a href=\"https:\/\/creativecommons.org\/licenses\/by\/2.0\/legalcode\">CC BY<\/a><\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Uma experi\u00eancia mais simples : Helpdesk for ITSM \/ ITIL ITIL, ou Biblioteca de Infraestruturas de TI, \u00e9 uma s\u00e9rie de documentos (um quadro) utilizados para ajudar na implementa\u00e7\u00e3o de um helpdesk idealmente configurado para a Gest\u00e3o de Servi\u00e7os de TI (ITSM). Estes documentos endere\u00e7o: Estrat\u00e9gia de Servi\u00e7o. Design de Servi\u00e7o. Opera\u00e7\u00e3o de Servi\u00e7o. Transi\u00e7\u00e3o [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":76315,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":"","jetpack_post_was_ever_published":false},"categories":[9453],"tags":[],"class_list":["post-76314","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-6-helpdesk-lab-pt-pt"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.8 (Yoast SEO v27.9) - 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