Fundação Instituto de Administração

Gerenciamento de Serviços de TI

This course is part of Introdução aos Sistemas de Informação para Negócios Specialization

Taught in Portuguese (Brazil)

Manoel Veras

Instructor: Manoel Veras

Included with Coursera Plus

Course

Gain insight into a topic and learn the fundamentals

4.6

(19 reviews)

Beginner level

Recommended experience

30 hours (approximately)
Flexible schedule
Learn at your own pace

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

27 quizzes

Course

Gain insight into a topic and learn the fundamentals

4.6

(19 reviews)

Beginner level

Recommended experience

30 hours (approximately)
Flexible schedule
Learn at your own pace

See how employees at top companies are mastering in-demand skills

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Build your subject-matter expertise

This course is part of the Introdução aos Sistemas de Informação para Negócios Specialization
When you enroll in this course, you'll also be enrolled in this Specialization.
  • Learn new concepts from industry experts
  • Gain a foundational understanding of a subject or tool
  • Develop job-relevant skills with hands-on projects
  • Earn a shareable career certificate
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There are 4 modules in this course

Descreveremos a evolução da biblioteca ITIL. Veremos que a biblioteca ITIL passou a ser uma referência global para serviços de TI mas que ainda existem muitas dificuldades com a implantação das muitas práticas sugeridas. Discutiremos novas formas de pensar o serviço entregue pela TI. Discutiremos aspectos da governança dos serviços e diretrizes associadas.

What's included

6 videos12 readings7 quizzes

Trataremos dos princípios norteadores para a biblioteca ITIL4 e faremos os vínculos com o movimento Agile e novas atribuições na TI como o DevOps. Entenderemos como as dimensões Organizações e Pessoas, Informação e Tecnologia, Parceiros e Fornecedores, Fluxos de Valor e Processos norteiam a construção dos serviços de TI.

What's included

6 videos11 readings7 quizzes

Descreveremos o sistema de valor do serviço e definiremos quais os seus componentes e o vincularemos ao sistema de valor, as oportunidades e a demanda.

What's included

6 videos12 readings7 quizzes

Discutiremos as principais práticas de gerenciamento de serviços e como escolhemos as práticas que apoiam a Central de Serviço. Veremos os tipos de central de serviço e como projetá-las com a orientação para novos serviços de inovação. Discutiremos o que mudou na central de serviços tradicional e como projetar a nova central de serviços.

What's included

5 videos10 readings6 quizzes

Instructor

Manoel Veras
Fundação Instituto de Administração
1 Course493 learners

Offered by

Recommended if you're interested in Support and Operations

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4.6

19 reviews

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GS
5

Reviewed on Oct 19, 2022

EM
5

Reviewed on Sep 8, 2023

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