{"id":1079,"date":"2011-11-10T20:16:33","date_gmt":"2011-11-10T22:16:33","guid":{"rendered":"http:\/\/127.0.0.1\/wordpress45\/?p=109"},"modified":"2026-05-05T09:14:59","modified_gmt":"2026-05-05T12:14:59","slug":"tendencias_ti_2012_estrategia-831","status":"publish","type":"post","link":"https:\/\/www.bridgeconsulting.com.br\/artigos\/tendencias_ti_2012_estrategia-831\/","title":{"rendered":"ITIL na Pr\u00e1tica \u2013 Mecanismos de registro de incidentes, um trade-off."},"content":{"rendered":"<p style=\"text-align: justify;\"><span style=\"font-size: 10pt;\">O conceito trazido pelo ITIL da fun\u00e7\u00e3o <strong><span style=\"color: #526a7a;\">Service Desk<\/span><\/strong> como <span style=\"color: #526a7a;\"><strong>Ponto \u00danico de Contato<\/strong><\/span> (do ingl\u00eas <i>SPOC<\/i>) entre a TI e os usu\u00e1rios \u00e9 algo bastante difundido entre a maioria das empresas. Tendo como refer\u00eancia nossas empresas clientes e os principais ve\u00edculos de informa\u00e7\u00e3o nesta \u00e1rea, percebemos que os benef\u00edcios do estabelecimento do <i>SPOC<\/i> est\u00e3o bem claros, entretanto, operacionalizar com efici\u00eancia essa estrutura no fluxo de <span style=\"color: #526a7a;\"><strong>Gest\u00e3o de Incidentes<\/strong><\/span> \u00e9 uma tarefa dif\u00edcil. As melhores pr\u00e1ticas chegam a sugerir atividades-chave, entretanto a maneira de implant\u00e1-las com maior n\u00edvel de detalhe \u00e9 de responsabilidade de cada empresa.<\/span><\/p>\n<p style=\"text-align: justify;\">Um dos pontos a ser decidido \u00e9 como inserir, no processo de Gest\u00e3o de Incidentes, a possibilidade de diferentes canais de abertura de chamados. O registro pode ser feito pelo atendente de 1\u00ba n\u00edvel, no caso de contato por telefone, diretamente pelo usu\u00e1rio a partir de um portal (ou intranet), mecanismos <i>mobile<\/i> ou at\u00e9 mesmo de maneira h\u00edbrida deixando a escolha para o usu\u00e1rio.<\/p>\n<p style=\"text-align: justify;\">N\u00e3o existe um gabarito sobre qual forma adotar. O cen\u00e1rio de chamados abertos diretamente pelos usu\u00e1rios exige um esfor\u00e7o inicial da TI em criar um <b>Cat\u00e1logo de Servi\u00e7os <\/b>assertivo que reflita uma linguagem orientada ao neg\u00f3cio, para que o usu\u00e1rio se sinta familiarizado. Caso contrario, essa alternativa ir\u00e1 gerar diversos problemas de erro de categoriza\u00e7\u00e3o que resulta em retrabalho na recategoriza\u00e7\u00e3o ou perda de informa\u00e7\u00f5es \u00fateis a serem geridas pela TI.<\/p>\n<p style=\"text-align: justify;\">Por outro lado um sistema de abertura de chamados que exige dos usu\u00e1rios o preenchimento de muitas informa\u00e7\u00f5es pode gerar uma sobrecarga de tempo para o usu\u00e1rio e tornar esta tarefa extensa e pouco amig\u00e1vel, abrindo brechas para desvios (t\u00edpicos) no reporte de incidentes.<\/p>\n<p style=\"text-align: justify;\">Chamados abertos apenas via telefone demandam a necessidade de recursos do 1\u00ba n\u00edvel de atendimento alocados especialmente para as atividades de entendimento, classifica\u00e7\u00e3o e prioriza\u00e7\u00e3o. Este cen\u00e1rio exige um esfor\u00e7o da TI de <b>dimensionamento da sua capacidade<\/b> de maneira que os usu\u00e1rios n\u00e3o precisem esperar muito tempo na linha para abertura do chamado, o que tamb\u00e9m pode gerar desvios.<\/p>\n<p>\u00a0Para a decis\u00e3o correta de como implantar o <i>Spoc<\/i> na sua empresa, alguns questionamentos s\u00e3o importantes:<\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"list-style-type: none;\">\n<ul style=\"text-align: justify;\">\n<li><span style=\"font-size: 10pt;\">O Cat\u00e1logo de Servi\u00e7os \u00e9 realmente adequado \u00e0 linguagem dos usu\u00e1rios?<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul style=\"text-align: justify;\">\n<li style=\"list-style-type: none;\">\n<ul style=\"text-align: justify;\">\n<li><span style=\"font-size: 10pt;\">A ferramenta de Service Desk \u00e9 amig\u00e1vel e permite a coleta de informa\u00e7\u00f5es necess\u00e1rias para a categoriza\u00e7\u00e3o sem exigir um esfor\u00e7o excessivo do usu\u00e1rio?<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-size: 10pt;\">Esta escolha depende muito da cultura de cada organiza\u00e7\u00e3o e da maneira que a TI vai se organizar para garantir que a quebra de paradigma traga valor para a empresa, e n\u00e3o novos problemas!<\/span><\/p>\n<p><!--more--><\/p>\n","protected":false},"excerpt":{"rendered":"<p>O conceito trazido pelo ITIL da fun\u00e7\u00e3o Service Desk como Ponto \u00danico de Contato (do ingl\u00eas SPOC) entre a TI e os usu\u00e1rios \u00e9 algo bastante difundido entre a maioria&#8230;<\/p>\n","protected":false},"author":6,"featured_media":10529,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-1079","post","type-post","status-publish","format-standard","has-post-thumbnail","category-artigo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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