{"id":17564,"date":"2011-09-20T16:58:03","date_gmt":"2011-09-20T19:58:03","guid":{"rendered":"http:\/\/127.0.0.1\/wordpress45\/?p=102"},"modified":"2026-05-05T09:15:01","modified_gmt":"2026-05-05T12:15:01","slug":"bpm_ti_servicos-537","status":"publish","type":"post","link":"https:\/\/www.bridgeconsulting.com.br\/artigos\/bpm_ti_servicos-537\/","title":{"rendered":"Gest\u00e3o do Portf\u00f3lio e do Cat\u00e1logo de Servi\u00e7os de TI &#8211; Diferen\u00e7as e rela\u00e7\u00f5es entre os dois processos"},"content":{"rendered":"<p style=\"text-align: justify;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt;\">Com a tend\u00eancia da migra\u00e7\u00e3o da TI de uma \u00e1rea reativa \u00e0s demandas do neg\u00f3cio para uma \u00e1rea prestadora de servi\u00e7os e proativa em rela\u00e7\u00e3o \u00e0s necessidades da empresa, alguns t\u00f3picos como <span style=\"color: #526a7a;\"><strong>Portf\u00f3lio de Servi\u00e7os de TI e Cat\u00e1logo de Servi\u00e7os de TI<\/strong><\/span> ficam em destaque. E, junto com eles, surge uma discuss\u00e3o: qual <strong><span style=\"color: #526a7a;\">a diferen\u00e7a e a rela\u00e7\u00e3o<\/span><\/strong> entre o Portf\u00f3lio de TI e o Cat\u00e1logo de Servi\u00e7os de TI?<\/span><\/p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; text-align: justify;\">Partindo desse questionamento, se faz necess\u00e1ria uma an\u00e1lise das duas esferas de gerenciamento citadas acima, seus inter-relacionamentos e como eles influenciam a vis\u00e3o do cliente frente aos servi\u00e7os oferecidos.<\/span><\/p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; text-align: justify;\">Um ponto-chave de uma iniciativa de defini\u00e7\u00e3o eficaz de servi\u00e7os de TI \u00e9 a elabora\u00e7\u00e3o e documenta\u00e7\u00e3o de um Portf\u00f3lio que trar\u00e1 a <\/span><strong style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; text-align: justify;\"><span style=\"color: #526a7a;\">vis\u00e3o estrat\u00e9gica do ciclo de vida dos servi\u00e7os<\/span><\/strong><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; text-align: justify;\">. Este processo vai desde o planejamento de novos servi\u00e7os (o Pipeline de Servi\u00e7os) &#8211; baseado no valor que ser\u00e1 agregado ao neg\u00f3cio e nos riscos envolvidos; passando pelo Cat\u00e1logo de Servi\u00e7os de TI &#8211; com os servi\u00e7os que est\u00e3o em opera\u00e7\u00e3o na empresa; at\u00e9 a decis\u00e3o sobre quando e quais servi\u00e7os dever\u00e3o ser descontinuados.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt;\">O <span style=\"color: #526a7a;\"><strong>Portf\u00f3lio de Servi\u00e7os de TI<\/strong><\/span> descreve os servi\u00e7os em termos de valor para o neg\u00f3cio, especificando como e porque o servi\u00e7o foi pensado e quais os benef\u00edcios que esse servi\u00e7o trar\u00e1 para a companhia caso seja implantado. Sendo assim, quando se discute portf\u00f3lio, se discute o valor que o cliente enxergar\u00e1 nos servi\u00e7os prestados pela TI.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt;\">Portanto, processos relacionados \u00e0 constru\u00e7\u00e3o e presta\u00e7\u00e3o de servi\u00e7os de TI tamb\u00e9m devem ser abordados de acordo com esta perspectiva. Por exemplo: os Acordos de N\u00edvel de Servi\u00e7o (SLA \u2013 Service Level Agreement) devem ser elaborados enquanto o servi\u00e7o ainda est\u00e1 sendo constru\u00eddo, na fase do Pipeline do Portf\u00f3lio de Servi\u00e7os e, quando este servi\u00e7o passa para o Cat\u00e1logo de Servi\u00e7os de TI, os SLAs devem ser monitorados e, principalmente, cumpridos pela equipe de opera\u00e7\u00e3o.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt;\">A discuss\u00e3o de <span style=\"color: #526a7a;\"><strong>Cat\u00e1logo de Servi\u00e7os de TI<\/strong><\/span> est\u00e1 relacionada diretamente aos servi\u00e7os que podem ser demandados pela organiza\u00e7\u00e3o, atrav\u00e9s de um canal de comunica\u00e7\u00e3o conhecido (um Ponto \u00danico de Contato) e n\u00edveis de servi\u00e7o claros.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt;\"><span style=\"color: #526a7a;\"><strong>Entender as diferen\u00e7as<\/strong><\/span> entre Portf\u00f3lio de Servi\u00e7os de TI e Cat\u00e1logo de Servi\u00e7os de TI \u00e9 fundamental para que o gerenciamento de servi\u00e7os de TI seja realmente efetivo, atendendo as necessidades atuais e futuras da organiza\u00e7\u00e3o. Muitas organiza\u00e7\u00f5es de TI ainda n\u00e3o compreendem essas diferen\u00e7as e confundem as atividades do n\u00edvel de portf\u00f3lio com as do n\u00edvel de cat\u00e1logo. Um exemplo disso \u00e9 a defini\u00e7\u00e3o dos servi\u00e7os do cat\u00e1logo ser realizada antes da defini\u00e7\u00e3o do portf\u00f3lio. Ao inv\u00e9s de economizar tempo, como muitas organiza\u00e7\u00f5es imaginam, essa atitude gera retrabalho e perda de receita. De acordo com um artigo publicado pelo Gartner, at\u00e9 2013, <strong><span style=\"color: #526a7a;\">80% das organiza\u00e7\u00f5es de TI<\/span><\/strong> que desenvolveram seus Cat\u00e1logos de Servi\u00e7os de forma priorit\u00e1ria ao Portf\u00f3lio de Servi\u00e7os <strong><span style=\"color: #526a7a;\">sofrer\u00e3o custos adicionais de revis\u00e3o do cat\u00e1logo<\/span><\/strong>.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt;\">Para evitar esses problemas, deve-se possuir um projeto bem estruturado de implanta\u00e7\u00e3o do Portf\u00f3lio de Servi\u00e7os de TI, um projeto que n\u00e3o queime etapas e n\u00e3o deixe de focar no valor do neg\u00f3cio e que evolua para um processo de gerenciamento deste Portf\u00f3lio. Tamb\u00e9m \u00e9 fundamental possuir um Cat\u00e1logo de Servi\u00e7os claro, objetivo e atualizado.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt;\"><strong><span style=\"color: #526a7a;\">Reflita se sua empresa possui esta abordagem estrat\u00e9gica atrav\u00e9s do portf\u00f3lio de servi\u00e7os de TI.<\/span><\/strong> Talvez uma das raz\u00f5es para a desestrutura\u00e7\u00e3o do Cat\u00e1logo existente ou para a falta de valor percebida pelos usu\u00e1rios a respeito do atendimento prestado pela TI pode estar relacionada \u00e0 falta de base que um processo bem definido de Gest\u00e3o do Portf\u00f3lio de TI pode trazer.<\/span><\/p>\n<p><!--more--><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Com a tend\u00eancia da migra\u00e7\u00e3o da TI de uma \u00e1rea reativa \u00e0s demandas do neg\u00f3cio para uma \u00e1rea prestadora de servi\u00e7os e proativa em rela\u00e7\u00e3o \u00e0s necessidades da empresa, alguns&#8230;<\/p>\n","protected":false},"author":6,"featured_media":10575,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-17564","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) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Gest\u00e3o do Portf\u00f3lio e do Cat\u00e1logo de Servi\u00e7os de TI - Diferen\u00e7as e rela\u00e7\u00f5es entre os dois processos - Bridge Insights<\/title>\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\/bpm_ti_servicos-537\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gest\u00e3o do Portf\u00f3lio e do Cat\u00e1logo de Servi\u00e7os de TI - Diferen\u00e7as e rela\u00e7\u00f5es entre os dois processos\" \/>\n<meta property=\"og:description\" content=\"Com a tend\u00eancia da migra\u00e7\u00e3o da TI de uma \u00e1rea reativa \u00e0s demandas do neg\u00f3cio para uma \u00e1rea prestadora de servi\u00e7os e proativa em rela\u00e7\u00e3o \u00e0s necessidades da empresa, alguns...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.bridgeconsulting.com.br\/artigos\/bpm_ti_servicos-537\/\" \/>\n<meta property=\"og:site_name\" content=\"Bridge Insights\" \/>\n<meta property=\"article:published_time\" content=\"2011-09-20T19:58:03+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-05T12:15:01+00:00\" \/>\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=\"4 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\\\/bpm_ti_servicos-537\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/bpm_ti_servicos-537\\\/\"},\"author\":{\"name\":\"Bridge\",\"@id\":\"https:\\\/\\\/www.bridgeconsulting.com.br\\\/artigos\\\/#\\\/schema\\\/person\\\/9e90c74b6767435a4a38d99fe4ea2f31\"},\"headline\":\"Gest\u00e3o do Portf\u00f3lio e do Cat\u00e1logo de Servi\u00e7os de TI &#8211; 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