{"id":15682,"date":"2020-12-15T12:15:32","date_gmt":"2020-12-15T15:15:32","guid":{"rendered":"https:\/\/bridgeconsulting.com.br\/insights\/?p=15682"},"modified":"2026-05-05T09:14:10","modified_gmt":"2026-05-05T12:14:10","slug":"como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti","status":"publish","type":"post","link":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/","title":{"rendered":"Como a Intelig\u00eancia Artificial est\u00e1 aprimorando a Gest\u00e3o de Servi\u00e7os de TI"},"content":{"rendered":"[vc_row type=”in_container” full_screen_row_position=”middle” scene_position=”center” text_color=”dark” text_align=”left” overlay_strength=”0.3″ shape_divider_position=”bottom”][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][vc_column_text]Para muitas empresas, a jornada de transforma\u00e7\u00e3o digital se torna estrat\u00e9gia vital para maximiza\u00e7\u00e3o dos resultados, al\u00e9m de tornar o neg\u00f3cio mais \u00e1gil para as constantes mudan\u00e7as da era da digitaliza\u00e7\u00e3o. Dentro desse contexto, a disciplina de Gest\u00e3o de Servi\u00e7os de TI (sigla em ingl\u00eas ITSM)<\/a>, tema fundamental para gerar estabilidade quanto ao uso de tecnologias dentro das organiza\u00e7\u00f5es, tamb\u00e9m passa por um momento de mudan\u00e7as com a incorpora\u00e7\u00e3o de tecnologias como a Intelig\u00eancia Artificial (IA).<\/p>\n

As limita\u00e7\u00f5es vivenciadas no dia a dia das pr\u00e1ticas de ITSM est\u00e3o sendo cada vez mais questionadas diante de um cen\u00e1rio repleto de solu\u00e7\u00f5es de IA, robotiza\u00e7\u00e3o (RPA), internet das coisas (IoT), entre outras. Processos que antes eram costumeiramente ineficientes e morosos podem se tornar r\u00e1pidos, eficientes, controlados e menos custosos atrav\u00e9s da utiliza\u00e7\u00e3o das tecnologias citadas.<\/p>\n

Como um exemplo dessa nova realidade, podemos apontar a transforma\u00e7\u00e3o dos t\u00edpicos pap\u00e9is respons\u00e1veis pelo atendimento do n\u00edvel 0, 1, e at\u00e9 mesmo o n\u00edvel 2, dentro de uma estrutura de Service Desk com o uso de assistentes virtuais inteligentes (chatbots).<\/p>\n

De acordo com a Pulse Report, pesquisa realizada em 2019 com mais de cem l\u00edderes de neg\u00f3cio espalhados pelo mundo, 62% dos entrevistados consideram ou j\u00e1 est\u00e3o implementando solu\u00e7\u00f5es de intelig\u00eancia artificial dentro de sua estrat\u00e9gia de ITSM.<\/p>\n

Como consultoria, tamb\u00e9m entendemos a utiliza\u00e7\u00e3o de ferramentas e pr\u00e1ticas voltadas \u00e0 ci\u00eancia de dados como uma importante aliada para o fortalecimento, ou reposicionamento, da \u00e1rea de TI como uma fun\u00e7\u00e3o proativa e preditiva.<\/p>\n

Com as ferramentas de analytics e IoT dispon\u00edveis e atrav\u00e9s da utiliza\u00e7\u00e3o de modelos mais avan\u00e7ados de an\u00e1lise de padr\u00f5es e monitoramento expandido, hoje \u00e9 poss\u00edvel obter informa\u00e7\u00f5es que antes eram fornecidas somente pelo pr\u00f3prio usu\u00e1rio.<\/p>\n

Em outros casos, essa nova realidade oferece acesso a importantes informa\u00e7\u00f5es at\u00e9 ent\u00e3o n\u00e3o exploradas, como a previs\u00e3o assertiva do volume de incidentes dos pr\u00f3ximos meses levando em considera\u00e7\u00e3o m\u00faltiplas vari\u00e1veis, dentre elas a sazonalidade do neg\u00f3cio.[\/vc_column_text][divider line_type=”No Line” custom_height=”34″][vc_column_text]Veja tamb\u00e9m:
\n[Solu\u00e7\u00e3o] Consulting- Gest\u00e3o de Servi\u00e7os de TI<\/a>
\n[Solu\u00e7\u00e3o] Technology- Data Science<\/a>
\n[Podcast] O papel da Governan\u00e7a de TI na era da Transforma\u00e7\u00e3o Digital<\/a>
\n[Webinar] Governan\u00e7a de Dados: como alinhar dados aos resultados de neg\u00f3cio<\/a>[\/vc_column_text][divider line_type=”No Line” custom_height=”20″][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” scene_position=”center” text_color=”dark” text_align=”left” top_padding=”10″ overlay_strength=”0.3″ shape_divider_position=”bottom” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][vc_row_inner column_margin=”default” text_align=”left”][vc_column_inner column_padding=”padding-2-percent” column_padding_position=”all” background_color=”#f7f7f7″ background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”5px” column_link_target=”_self” width=”1\/1″ tablet_width_inherit=”default” column_border_width=”none” column_border_style=”solid”][image_with_animation image_url=”15690″ alignment=”” animation=”Fade In” border_radius=”none” box_shadow=”none” max_width=”100%”][nectar_gradient_text heading_tag=”h2″ color=”extra-color-gradient-1″ gradient_direction=”horizontal” text=”Por onde come\u00e7ar?”][vc_column_text]\u00c9 importante ressaltar que n\u00e3o h\u00e1 pr\u00e1ticas espec\u00edficas dentro da disciplina de ITSM que podem e outras que n\u00e3o podem ser aperfei\u00e7oadas com o uso de intelig\u00eancia artificial ou analytics. Cada contexto merece aten\u00e7\u00e3o e os problemas a serem solucionados atrav\u00e9s de trabalhos voltados \u00e0 ci\u00eancia de dados s\u00e3o, em sua maioria, particulares ao cen\u00e1rio vivenciado por cada organiza\u00e7\u00e3o.<\/p>\n

Entretanto, com base em nossa experi\u00eancia e nos referenciais te\u00f3ricos mais atuais, dentre eles o ITIL\u00ae<\/sup> 4, sugerimos que os primeiros trabalhos com analytics avan\u00e7ado considerem, em primeiro lugar, um conjunto de pr\u00e1ticas que mais possuem conex\u00e3o com o dia a dia da TI. Nesse sentido, destacamos a gest\u00e3o de incidentes, gest\u00e3o de requisi\u00e7\u00f5es de servi\u00e7o, gest\u00e3o de eventos e gest\u00e3o de mudan\u00e7as.[\/vc_column_text][divider line_type=”No Line” custom_height=”20″][image_with_animation image_url=”15689″ alignment=”” animation=”Fade In” border_radius=”none” box_shadow=”none” max_width=”100%”][nectar_gradient_text heading_tag=”h2″ color=”extra-color-gradient-1″ gradient_direction=”horizontal” text=”Aplica\u00e7\u00e3o pr\u00e1tica:”][vc_column_text]Trazemos como exemplo um projeto realizado em um cliente do mercado financeiro para melhorar sua gest\u00e3o de eventos utilizando algoritmos de IA.<\/p>\n

A partir da utiliza\u00e7\u00e3o de modelos de text minning e clusteriza\u00e7\u00e3o em uma base mensal de centenas de milhares de chamados de incidentes abertos automaticamente pelo processo de gest\u00e3o de eventos, foi poss\u00edvel reduzir a amostra para trinta e dois grupos de registros com caracter\u00edsticas similares.<\/p>\n

Assim, um contexto que era considerado complexo, dado o volume e variedade de registros, tornou-se mais simples e claro. Como resultado, novas regras de neg\u00f3cio foram criadas, outras foram revisadas e algumas, inclusive, eliminadas, fazendo com o que o volume de chamados de incidentes abertos no m\u00eas reduzisse em cinco vezes o seu tamanho. <\/strong><\/p>\n

Para o neg\u00f3cio, o tempo despendido analisando um volume grande de trabalho e de forma granular foi reduzido<\/strong>, a qualidade da prioriza\u00e7\u00e3o de atendimento foi melhorada<\/strong> e o uso das tecnologias otimizado<\/strong>.[\/vc_column_text][divider line_type=”No Line” custom_height=”20″][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” scene_position=”center” text_color=”dark” text_align=”left” top_padding=”10″ overlay_strength=”0.3″ shape_divider_position=”bottom” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][divider line_type=”No Line” custom_height=”20″][nectar_gradient_text heading_tag=”h2″ color=”extra-color-gradient-1″ gradient_direction=”horizontal” text=”Conclus\u00e3o”][vc_column_text]Com o uso cada vez mais relevante de intelig\u00eancia artificial e analytics avan\u00e7ado, dentre outras tend\u00eancias tecnol\u00f3gicas, \u00e9 poss\u00edvel prever uma era de servi\u00e7os automatizados e inteligentes em breve.<\/p>\n

Tecnologias inovadoras n\u00e3o ser\u00e3o apenas o foco do desenho de novos servi\u00e7os para o neg\u00f3cio, mas tamb\u00e9m um meio para gera\u00e7\u00e3o de valor na presta\u00e7\u00e3o de servi\u00e7os atrav\u00e9s de opera\u00e7\u00f5es inteligentes.<\/p>\n

Est\u00e1 com d\u00favida sobre como implantar analytics\u00a0em\u00a0sua\u00a0organiza\u00e7\u00e3o e obter resultados? A Bridge & Co. pode auxiliar sua organiza\u00e7\u00e3o a conduzir essa jornada. Entre em contato e agende uma conversa com nossos especialistas:\u00a0contato@bridgeconsulting.com.br<\/a>.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” scene_position=”center” text_color=”dark” text_align=”left” overlay_strength=”0.3″ shape_divider_position=”bottom”][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][divider line_type=”Full Width Line” line_thickness=”1″ divider_color=”default”][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” equal_height=”yes” content_placement=”middle” scene_position=”center” text_color=”dark” text_align=”left” overlay_strength=”0.3″ shape_divider_position=”bottom” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”1\/6″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][image_with_animation image_url=”14908″ alignment=”” animation=”None” border_radius=”none” box_shadow=”none” max_width=”100%”][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”5\/6″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][vc_column_text]Luiz Eduardo Telles <\/strong>\u00e9 S\u00f3cio e L\u00edder de Analytics Avan\u00e7ado na Bridge & Co.<\/a> Possui forma\u00e7\u00e3o em Engenharia de Produ\u00e7\u00e3o pelo CEFET\/RJ e certifica\u00e7\u00f5es COBIT\u00ae, ITIL\u00ae, Scrum e CBPP, al\u00e9m de cursar MBA BI Master pela PUC\/RJ. Atualmente \u00e9 respons\u00e1vel por gerenciar grandes contas de empresas p\u00fablicas e privadas com foco em Gest\u00e3o de Processos de Neg\u00f3cio, Governan\u00e7a e Gest\u00e3o de TI e Intelig\u00eancia de Neg\u00f3cios & Analytics.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” equal_height=”yes” content_placement=”middle” scene_position=”center” text_color=”dark” text_align=”left” overlay_strength=”0.3″ shape_divider_position=”bottom” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”1\/6″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][image_with_animation image_url=”15683″ alignment=”” animation=”None” border_radius=”none” box_shadow=”none” max_width=”100%”][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”5\/6″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][vc_column_text]Miguel P\u00f3voa<\/strong> \u00e9 Gerente de Projetos da Bridge & Co<\/a>. Possui forma\u00e7\u00e3o em Matem\u00e1tica e certifica\u00e7\u00f5es PMP, ITIL Managing Professional 4, ITIL Expert V3, COBIT 5 Foundation, DevOps Profissional, dentre outras. Atua em projetos com foco em governan\u00e7a de TI, implanta\u00e7\u00e3o de solu\u00e7\u00f5es ITSM e analytics avan\u00e7ado.[\/vc_column_text][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"

[vc_row type=”in_container” full_screen_row_position=”middle” scene_position=”center” text_color=”dark” text_align=”left” overlay_strength=”0.3″ shape_divider_position=”bottom”][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”][vc_column_text]Para muitas empresas, a jornada de transforma\u00e7\u00e3o digital se torna…<\/p>\n","protected":false},"author":6,"featured_media":17435,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-15682","post","type-post","status-publish","format-standard","has-post-thumbnail","category-artigo"],"yoast_head":"\nUso de Intelig\u00eancia Artificial em Gest\u00e3o de Servi\u00e7os de TI - ITSM<\/title>\n<meta name=\"description\" content=\"Um estudo de caso para ilustrar como \u00e9 poss\u00edvel aperfei\u00e7oar processos de ITSM com o uso de Intelig\u00eancia Artificial e Analytics.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Como a Intelig\u00eancia Artificial est\u00e1 aprimorando a Gest\u00e3o de Servi\u00e7os de TI\" \/>\n<meta property=\"og:description\" content=\"Um estudo de caso para ilustrar como \u00e9 poss\u00edvel aperfei\u00e7oar processos de ITSM com o uso de Intelig\u00eancia Artificial e Analytics.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/\" \/>\n<meta property=\"og:site_name\" content=\"Bridge Insights\" \/>\n<meta property=\"article:published_time\" content=\"2020-12-15T15:15:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-05T12:14:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2020\/12\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Bridge\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Bridge\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. tempo de leitura\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/\"},\"author\":{\"name\":\"Bridge\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#\\\/schema\\\/person\\\/9e90c74b6767435a4a38d99fe4ea2f31\"},\"headline\":\"Como a Intelig\u00eancia Artificial est\u00e1 aprimorando a Gest\u00e3o de Servi\u00e7os de TI\",\"datePublished\":\"2020-12-15T15:15:32+00:00\",\"dateModified\":\"2026-05-05T12:14:10+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/\"},\"wordCount\":1839,\"publisher\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/wp-content\\\/uploads\\\/2020\\\/12\\\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg\",\"articleSection\":[\"Artigo\"],\"inLanguage\":\"pt-BR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/\",\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/\",\"name\":\"Uso de Intelig\u00eancia Artificial em Gest\u00e3o de Servi\u00e7os de TI - ITSM\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/wp-content\\\/uploads\\\/2020\\\/12\\\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg\",\"datePublished\":\"2020-12-15T15:15:32+00:00\",\"dateModified\":\"2026-05-05T12:14:10+00:00\",\"description\":\"Um estudo de caso para ilustrar como \u00e9 poss\u00edvel aperfei\u00e7oar processos de ITSM com o uso de Intelig\u00eancia Artificial e Analytics.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/#breadcrumb\"},\"inLanguage\":\"pt-BR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-BR\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/wp-content\\\/uploads\\\/2020\\\/12\\\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg\",\"contentUrl\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/wp-content\\\/uploads\\\/2020\\\/12\\\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg\",\"width\":800,\"height\":800,\"caption\":\"Como a Intelig\u00eancia Artificial est\u00e1 aprimorando a Gest\u00e3o de Servi\u00e7os de TI\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"In\u00edcio\",\"item\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Como a Intelig\u00eancia Artificial est\u00e1 aprimorando a Gest\u00e3o de Servi\u00e7os de TI\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#website\",\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/\",\"name\":\"Bridge Insights\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"pt-BR\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#organization\",\"name\":\"Bridge Insights\",\"alternateName\":\"Bridge & Co.\",\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-BR\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/Bridge-logotipo-1.png\",\"contentUrl\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/Bridge-logotipo-1.png\",\"width\":82,\"height\":77,\"caption\":\"Bridge Insights\"},\"image\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"email\":\"chris-eller@outlook.com\",\"telephone\":\"21965647810\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#\\\/schema\\\/person\\\/9e90c74b6767435a4a38d99fe4ea2f31\",\"name\":\"Bridge\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-BR\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g\",\"caption\":\"Bridge\"},\"url\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/author\\\/bridge\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Uso de Intelig\u00eancia Artificial em Gest\u00e3o de Servi\u00e7os de TI - ITSM","description":"Um estudo de caso para ilustrar como \u00e9 poss\u00edvel aperfei\u00e7oar processos de ITSM com o uso de Intelig\u00eancia Artificial e Analytics.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/","og_locale":"pt_BR","og_type":"article","og_title":"Como a Intelig\u00eancia Artificial est\u00e1 aprimorando a Gest\u00e3o de Servi\u00e7os de TI","og_description":"Um estudo de caso para ilustrar como \u00e9 poss\u00edvel aperfei\u00e7oar processos de ITSM com o uso de Intelig\u00eancia Artificial e Analytics.","og_url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/","og_site_name":"Bridge Insights","article_published_time":"2020-12-15T15:15:32+00:00","article_modified_time":"2026-05-05T12:14:10+00:00","og_image":[{"width":800,"height":800,"url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2020\/12\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg","type":"image\/jpeg"}],"author":"Bridge","twitter_card":"summary_large_image","twitter_misc":{"Escrito por":"Bridge","Est. tempo de leitura":"9 minutos"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/#article","isPartOf":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/"},"author":{"name":"Bridge","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#\/schema\/person\/9e90c74b6767435a4a38d99fe4ea2f31"},"headline":"Como a Intelig\u00eancia Artificial est\u00e1 aprimorando a Gest\u00e3o de Servi\u00e7os de TI","datePublished":"2020-12-15T15:15:32+00:00","dateModified":"2026-05-05T12:14:10+00:00","mainEntityOfPage":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/"},"wordCount":1839,"publisher":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#organization"},"image":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/#primaryimage"},"thumbnailUrl":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2020\/12\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg","articleSection":["Artigo"],"inLanguage":"pt-BR"},{"@type":"WebPage","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/","url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/","name":"Uso de Intelig\u00eancia Artificial em Gest\u00e3o de Servi\u00e7os de TI - ITSM","isPartOf":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/#primaryimage"},"image":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/#primaryimage"},"thumbnailUrl":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2020\/12\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg","datePublished":"2020-12-15T15:15:32+00:00","dateModified":"2026-05-05T12:14:10+00:00","description":"Um estudo de caso para ilustrar como \u00e9 poss\u00edvel aperfei\u00e7oar processos de ITSM com o uso de Intelig\u00eancia Artificial e Analytics.","breadcrumb":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/#breadcrumb"},"inLanguage":"pt-BR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/"]}]},{"@type":"ImageObject","inLanguage":"pt-BR","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/#primaryimage","url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2020\/12\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg","contentUrl":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2020\/12\/6-Post-Inteligencia-artificial-com-aliada-a-gestao-de-servicosdestaque-1.jpg","width":800,"height":800,"caption":"Como a Intelig\u00eancia Artificial est\u00e1 aprimorando a Gest\u00e3o de Servi\u00e7os de TI"},{"@type":"BreadcrumbList","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-a-inteligencia-artificial-aprimora-a-gestao-de-servicos-de-ti\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"In\u00edcio","item":"https:\/\/www.bridgeconsulting.com.br\/artigos\/"},{"@type":"ListItem","position":2,"name":"Como a Intelig\u00eancia Artificial est\u00e1 aprimorando a Gest\u00e3o de Servi\u00e7os de TI"}]},{"@type":"WebSite","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#website","url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/","name":"Bridge Insights","description":"","publisher":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.bridgeconsulting.com.br\/artigos\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"pt-BR"},{"@type":"Organization","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#organization","name":"Bridge Insights","alternateName":"Bridge & Co.","url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/","logo":{"@type":"ImageObject","inLanguage":"pt-BR","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#\/schema\/logo\/image\/","url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2024\/10\/Bridge-logotipo-1.png","contentUrl":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2024\/10\/Bridge-logotipo-1.png","width":82,"height":77,"caption":"Bridge Insights"},"image":{"@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#\/schema\/logo\/image\/"},"email":"chris-eller@outlook.com","telephone":"21965647810"},{"@type":"Person","@id":"https:\/\/www.bridgeconsulting.com.br\/artigos\/#\/schema\/person\/9e90c74b6767435a4a38d99fe4ea2f31","name":"Bridge","image":{"@type":"ImageObject","inLanguage":"pt-BR","@id":"https:\/\/secure.gravatar.com\/avatar\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/fea98e448ffc7f447df3a315861f9dab78423f44eece0efa2b7680014bf70f23?s=96&d=mm&r=g","caption":"Bridge"},"url":"https:\/\/www.bridgeconsulting.com.br\/artigos\/author\/bridge\/"}]}},"_links":{"self":[{"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/posts\/15682","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/comments?post=15682"}],"version-history":[{"count":1,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/posts\/15682\/revisions"}],"predecessor-version":[{"id":24552,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/posts\/15682\/revisions\/24552"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/media\/17435"}],"wp:attachment":[{"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/media?parent=15682"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/categories?post=15682"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-json\/wp\/v2\/tags?post=15682"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}