{"id":57,"date":"2021-08-24T15:09:39","date_gmt":"2021-08-24T18:09:39","guid":{"rendered":"https:\/\/bridgeconsulting.com.br\/wonder2018\/academy\/?p=57"},"modified":"2026-06-30T16:57:02","modified_gmt":"2026-06-30T19:57:02","slug":"o_que_e_itil4","status":"publish","type":"post","link":"https:\/\/www.bridgeconsulting.com.br\/artigos\/o_que_e_itil4\/","title":{"rendered":"ITIL\u00ae 4 na era da agilidade e dos neg\u00f3cios digitais"},"content":{"rendered":"[vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” bottom_padding=”1%” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]Considerado o modelo de refer\u00eancia mais reconhecido para iniciativas de gest\u00e3o de servi\u00e7os de TI<\/strong>, o ITIL\u00ae manteve por anos uma abordagem prescritiva e orientada a processos at\u00e9 incorporar uma nova vis\u00e3o mais aderente a contextos \u00e1geis<\/strong> e aos neg\u00f3cios digitais<\/strong>.<\/p>\n

Com a ascens\u00e3o da transforma\u00e7\u00e3o digital e a dissemina\u00e7\u00e3o da agilidade, que rapidamente colocaram em xeque modelos mais tradicionais, passamos a ver no mercado uma maior resist\u00eancia aos processos cl\u00e1ssicos do ITIL\u00ae que antes tinham grande aceita\u00e7\u00e3o.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bg_color=”#f5f5f5″ scene_position=”center” top_padding=”2%” bottom_padding=”2%” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” id=”O ITIL\u00ae em um cen\u00e1rio \u00e1gil e marcado por neg\u00f3cios digitais” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][nectar_gradient_text heading_tag=”h2″ color=”extra-color-gradient-2″ gradient_direction=”horizontal” text=”Resumo”][vc_column_text]\n

    \n
  1. \n
    O ITIL\u00ae em um cen\u00e1rio \u00e1gil e marcado por neg\u00f3cios digitais<\/strong><\/a><\/h5>\n<\/li>\n
  2. \n
    Uma nova realidade para os neg\u00f3cios e o ITIL\u00ae<\/strong><\/a><\/h5>\n<\/li>\n
  3. \n
    Novo esquema de certifica\u00e7\u00e3o e transi\u00e7\u00e3o para o ITIL\u00ae<\/strong><\/a><\/h5>\n<\/li>\n<\/ol>\n
    <\/h5>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” top_padding=”2%” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” id=”O-ITIL-em-um-cenario-agil-e-marcado-por-negocios-digitais” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][nectar_gradient_text heading_tag=”h2″ color=”extra-color-gradient-2″ gradient_direction=”horizontal” text=”O ITIL\u00ae em um cen\u00e1rio \u00e1gil e marcado por neg\u00f3cios digitais”][vc_column_text]Para exemplificar esse distanciamento, compartilhamos um dos nossos casos de aplica\u00e7\u00e3o das disciplinas do ITIL\u00ae v3 em uma empresa de grande porte do e-commerce.<\/p>\n

    Por ter uma mentalidade de startup, mas receita e market share de uma grande companhia, a empresa precisava estabelecer processos e controles para mitigar riscos operacionais e fazer reportes aos seus acionistas.<\/p>\n

    Uma das necessidades estabelecidas foi a constru\u00e7\u00e3o de um processo de gerenciamento de mudan\u00e7as<\/strong> com foco na melhoria da sinergia entre as diferentes \u00e1reas respons\u00e1veis e na mitiga\u00e7\u00e3o de riscos pretendida.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][nectar_gradient_text heading_tag=”h2″ color=”extra-color-gradient-2″ gradient_direction=”horizontal” text=”O principal desafio” margin_bottom=”10″][vc_column_text]Nesse contexto, o principal desafio foi adequar um processo ITIL\u00ae a um ambiente altamente din\u00e2mico, jovem e \u00e1gil. N\u00e3o seria poss\u00edvel estabelecer comit\u00eas complexos de mudan\u00e7a, registros muito detalhados e as tradicionais classifica\u00e7\u00f5es de mudan\u00e7a.<\/p>\n

    Com isso, foi necess\u00e1rio incorporarmos conceitos de Agile<\/strong>, Lean<\/strong>, DevOps<\/strong> e, praticamente, construir uma nova abordagem para que o processo fosse aderente ao modelo de trabalho da organiza\u00e7\u00e3o.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” id=”negocios-e-o-itil” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][nectar_gradient_text heading_tag=”h2″ color=”extra-color-gradient-2″ gradient_direction=”horizontal” text=”Uma nova realidade para os neg\u00f3cios e o ITIL\u00ae 4″ margin_bottom=”10″][vc_column_text]A realidade exemplificada no caso acima tem se tornado cada vez mais frequente. Empresas digitais buscam processos que abarquem os novos conceitos de mercado e permitam transforma\u00e7\u00f5es constantes no seu modus operandi<\/em>, fugindo dos conceitos cl\u00e1ssicos da engenharia de processos.<\/p>\n

    Antes da chegada da nova vers\u00e3o do ITIL\u00ae, foi comum encontrarmos em conversas com executivos e CIOs incertezas sobre trabalhos de processos e, inclusive, implementa\u00e7\u00e3o de pr\u00e1ticas ITIL\u00ae consideradas ultrapassadas e burocr\u00e1ticas.<\/p>\n

    Atualmente, j\u00e1 \u00e9 poss\u00edvel observar organiza\u00e7\u00f5es integrando pr\u00e1ticas do ITIL\u00ae 4 com DevOps<\/strong> de maneira consistente. Retomando o gerenciamento de mudan\u00e7as<\/strong> como exemplo, a aplica\u00e7\u00e3o conjunta com DevOps tem proporcionado a essa pr\u00e1tica:[\/vc_column_text][vc_row_inner equal_height=”yes” content_placement=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” top_padding=”40″ text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/12″ tablet_width_inherit=”default” animation_type=”default” enable_animation=”true” animation=”fade-in-from-bottom” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][image_with_animation image_url=”16718″ image_size=”full” animation_type=”entrance” animation=”Fade In” hover_animation=”none” alignment=”” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default”][\/vc_column_inner][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”11\/12″ tablet_width_inherit=”default” animation_type=”default” enable_animation=”true” animation=”fade-in-from-bottom” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\n