Sr (a)s
Eu sou novo nessa lista e gostaria de apresentar-me.
Eu fui respons�vel, em duas empresas, por oferecer servi�os em TI,
7x24, com SLA de at� 100%, utilizando v�rios fun��es (Best Practices), para
opera��es e gerenciamento de servi�os de TI para clientes internos e
externos. Na primeira, o volume de dados processados, por dia, podia chegar
at� meio Terabyte.
Na segunda empresa, utilizamos fun��es definidas e implementadas
junto com uma consultoria norte-americana.
Sendo numa primeira etapa, implementamos as seguintes fun��es:
Customer Management
- Customer Care, Customer Portal
Service Provisioning
- Service Delivery Planning, Service Assignment, Service Activation
Network & System Provisioning
- Planning & Design, Change Management, Network & System Installation,
Inventory & Configuration
Service Assurance
- Problem Resolution, Service Level Management, Performance
Management, Accounting, Event Monitoring, Maintenance, Backup Management,
Security Management, Web Content Distribution
Para uma segunda etapa estavam previstas as fun��es de:
Network Management
Fault, Performance, Configuration / Inventory,
Security Management, Accounting, Capacity Planning;
Systems Management
Fault, Performance, Configuration / Inventory,
Remote Control, Backup, Anti-virus, Security Management, Accounting, Content
Management, Capacity Planning, Software Distribution, Job Scheduling, Output
Management;
Service Management
Service Level Management, Customer Care, Problem
Mgmt, Change Mgmt, Service Provisioning, Internal Help Desk, Order Entry.
Mesmo j� tendo uma boa experi�ncia, acredito que a continua busca de
informa��o � salutar no ambiente de TI, da� o meu interesse em continuar
aprendendo as Best Practices de Governan�a em TI e, portanto, participar
desta lista de discuss�o.
Espero continuar aprendendo e poder contribuir quando surgir
oportunidade.
S�rgio
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Lista ITSM_BR - Gest�o de TI - Mantida por Gilberto Biasoto - Network Designers -
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