{"id":854,"date":"2016-04-05T19:21:33","date_gmt":"2016-04-05T19:21:33","guid":{"rendered":"http:\/\/asrconsultoria.com.br\/?page_id=854"},"modified":"2025-03-06T20:42:53","modified_gmt":"2025-03-06T20:42:53","slug":"iso-20000","status":"publish","type":"page","link":"https:\/\/prototipo.asrdoq.com.br\/site\/?page_id=854","title":{"rendered":"ISO 20000"},"content":{"rendered":"<div class=\"row \"><div class=\"col-lg-2 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-5321 size-thumbnail\" src=\"https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2023\/08\/ISO-20000-1-t-150x150.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/p>\n<p><\/div>\n<div class=\"col-lg-8 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><div class=\"panel panel-default \"><div class=\"panel-body\"><\/p>\n<h4 class=\"indice_pagina\"><span style=\"color: #003366;\"><strong>O que \u00e9?<\/strong><\/span><\/h4>\n<p><span style=\"font-size: 16px;\">A <b>ISO\/IEC 20\u202f000<\/b> \u00e9 a primeira norma editada pela <a href=\"https:\/\/www.iso.org\/home.html\" target=\"_blank\" rel=\"noopener\">ISO<\/a> (International Organization for Standardization) que tem como foco\u00a0espec\u00edfico o gerenciamento de servi\u00e7os de TI,\u00a0estando alinhada com os processos e boas pr\u00e1ticas definidos \u00a0no <a href=\"http:\/\/prototipo.asrdoq.com.br\/site\/index.php\/itil\/\">ITIL<\/a>\u00a0(Information Technology Infrastructure Library). <\/span><\/p>\n<p><\/div><\/div><\/p>\n<p><\/div><\/p>\n<p><div class=\"col-lg-2 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-4825 size-large\" src=\"https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2019\/08\/SGS-logo-1024x536.png\" alt=\"\" width=\"750\" height=\"393\" srcset=\"https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2019\/08\/SGS-logo-1024x536.png 1024w, https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2019\/08\/SGS-logo-300x157.png 300w, https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2019\/08\/SGS-logo-768x402.png 768w, https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2019\/08\/SGS-logo-732x383.png 732w, https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2019\/08\/SGS-logo-1140x597.png 1140w, https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2019\/08\/SGS-logo.png 1646w\" sizes=\"(max-width: 750px) 100vw, 750px\" \/><\/p>\n<p><\/div><\/div>\n<div class=\"row \"><\/p>\n<p><div class=\"col-lg-6 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><span style=\"color: #003366;\"><strong>Normas da fam\u00edlia ISO 20000:<\/strong><\/span><\/p>\n<ul>\n<li style=\"font-size: 16px;\">NBR ISO\/IEC 20000-1 &#8211;\u00a0Requisitos do sistema de gest\u00e3o de servi\u00e7os<\/li>\n<li style=\"font-size: 16px;\">NBR ISO\/IEC 20000-2 &#8211;\u00a0Guia de aplica\u00e7\u00e3o do sistema de gest\u00e3o de servi\u00e7os<\/li>\n<li style=\"font-size: 16px;\">NBR ISO\/IEC 20000-5 &#8211;\u00a0Exemplo de um plano de implementa\u00e7\u00e3o da ABNT NBR ISO\/IEC 20000-1<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><\/div><\/p>\n<p><div class=\"col-lg-6 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><span style=\"color: #003366;\"><strong>Estrutura da ISO 20000-1:2011<\/strong><\/span><\/p>\n<p><span style=\"font-size: 16px;\"><span style=\"font-size: 16px;\"><\/span><\/span><\/p>\n<ul>\n<li style=\"font-size: 16px;\">Escopo<\/li>\n<li style=\"font-size: 16px;\">Refer\u00eancia Normativa<\/li>\n<li style=\"font-size: 16px;\">Termos e defini\u00e7\u00f5es<\/li>\n<li style=\"font-size: 16px;\">Requisitos para\u00a0o Sistema de Gest\u00e3o de Servi\u00e7os<\/li>\n<li style=\"font-size: 16px;\">Desenho e transi\u00e7\u00e3o de servi\u00e7os<\/li>\n<li style=\"font-size: 16px;\">Processos de fornecimento de servi\u00e7os<\/li>\n<li style=\"font-size: 16px;\">Processos de relacionamento<\/li>\n<li style=\"font-size: 16px;\">Processos de resolu\u00e7\u00e3o<\/li>\n<li style=\"font-size: 16px;\">Processos de controle<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><\/div><\/div>\n<div class=\"row \"><\/p>\n<p><div class=\"panel panel-default \"><div class=\"panel-body\"><\/p>\n<h4 class=\"indice_pagina\"><strong><span style=\"color: #800000;\">Sistema de Gest\u00e3o de Servi\u00e7os<\/span><\/strong><\/h4>\n<ul>\n<li style=\"font-size: 16px;\"><span style=\"color: #333333;\">Lideran\u00e7a<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #333333;\">Planejamento<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #333333;\">Apoio para o sistema de gest\u00e3o de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Opera\u00e7\u00e3o do sistema de gest\u00e3o de servi\u00e7o<\/span><\/li>\n<\/ul>\n<p><div class=\"col-lg-6 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Planejamento e controle operacional<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Portf\u00f3lio de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Entrega de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Planejando os servi\u00e7os<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Controlando as partes envolvidas no ciclo de vida do servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de cat\u00e1logo de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gest\u00e3o de ativo<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de configura\u00e7\u00e3o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Relacionamento e acordo<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de relacionamento com o neg\u00f3cio<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de n\u00edvel de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de fornecedor<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Oferta e procura<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Or\u00e7amenta\u00e7\u00e3o e contabiliza\u00e7\u00e3o de servi\u00e7os<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><\/div>\n<div class=\"col-lg-6 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de demanda<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de capacidade<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Desenho, constru\u00e7\u00e3o e transi\u00e7\u00e3o de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de mudan\u00e7a<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Desenho e transi\u00e7\u00e3o de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de libera\u00e7\u00e3o e implanta\u00e7\u00e3o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Resolu\u00e7\u00e3o e cumprimento<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de incidente<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de requisi\u00e7\u00e3o de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de problema<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Garantia do servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de disponibilidade de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento de continuidade de servi\u00e7o<\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #000080;\">Gerenciamento da seguran\u00e7a da informa\u00e7\u00e3o<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><\/div><\/p>\n<ul>\n<li style=\"font-size: 16px;\"><span style=\"color: #333333;\">Avalia\u00e7\u00e3o de desempenho<img decoding=\"async\" class=\"wp-image-5227 alignright\" src=\"http:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2020\/04\/nuvem-1-1-300x226.png\" alt=\"\" width=\"150\" height=\"113\" srcset=\"https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2020\/04\/nuvem-1-1-300x226.png 300w, https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2020\/04\/nuvem-1-1.png 443w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/span><\/li>\n<li style=\"font-size: 16px;\"><span style=\"color: #333333;\">Melhoria<\/span><\/li>\n<\/ul>\n<p><\/div><\/div><\/div>\n<hr \/>\n<div class=\"row \"><\/p>\n<p><div class=\"col-lg-2 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<h3><span style=\"color: #800000;\"><strong><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3258 aligncenter\" src=\"http:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2016\/03\/pro-1.png\" alt=\"\" width=\"99\" height=\"99\" srcset=\"https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2016\/03\/pro-1.png 225w, https:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2016\/03\/pro-1-150x150.png 150w\" sizes=\"(max-width: 99px) 100vw, 99px\" \/><\/strong><\/span><\/h3>\n<h3><\/h3>\n<p><\/div><div class=\"col-lg-10 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<h4><span style=\"color: #800000;\"><strong>Benef\u00edcios<\/strong><\/span><\/h4>\n<p style=\"font-size: 16px; text-align: justify;\">A ISO 20000\u00a0\u00e9 uma das principais refer\u00eancias para implementa\u00e7\u00e3o de melhorias de processos de\u00a0gest\u00e3o de servi\u00e7os de TI, utilizado em empresas de diversos portes e segmentos de atua\u00e7\u00e3o, em dezenas de pa\u00edses ao redor do mundo.<\/p>\n<ul>\n<li style=\"font-size: 16px; text-align: justify;\">\u00c9 frequentemente utilizada como crit\u00e9rio de sele\u00e7\u00e3o e qualifica\u00e7\u00e3o de fornecedores por grandes empresas p\u00fablicas e privadas<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">A implementa\u00e7\u00e3o possibilita maior visibilidade dos processos, pap\u00e9is e responsabilidades de cada \u00e1rea da empresa<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Certifica\u00e7\u00e3o \u00e9 considerada um importante diferencial competitivo no mercado<\/li>\n<\/ul>\n<p><\/div><\/div>\n<hr \/>\n<h3><\/h3>\n<h4 style=\"text-align: left;\"><span style=\"color: #ff0000;\"><strong>ISO 20000\u00a0com a\u00a0ASR<\/strong><\/span><\/h4>\n<p style=\"font-size: 16px; text-align: justify;\">A <strong>ASR<\/strong> atua na implementa\u00e7\u00e3o de Sistemas de Gest\u00e3o de Servi\u00e7os, aderente \u00e0s norma ISO 20000 em organiza\u00e7\u00f5es de todos os tipos e tamanhos.<\/p>\n<p style=\"font-size: 16px; text-align: justify;\">Contamos com profissionais qualificados e com vasta experi\u00eancia pr\u00e1tica em empresas de diversos setores da economia como: software, eletroeletr\u00f4nica, telecomunica\u00e7\u00f5es, qu\u00edmica, mec\u00e2nica e presta\u00e7\u00e3o de servi\u00e7os.<\/p>\n<p style=\"font-size: 16px; text-align: justify;\">Alguns servi\u00e7os prestados pela ASR para implementa\u00e7\u00e3o e certifica\u00e7\u00e3o do SGS ISO 20000.<\/p>\n<p style=\"font-size: 16px; text-align: justify;\"><div class=\"row \"><div class=\"col-lg-1 col-md-12 col-xs-12 col-sm-12\">\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3830 size-full\" title=\"ISO\/IEC 20000 Consultoria\" src=\"http:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2018\/07\/consultoria.png\" alt=\"\" width=\"128\" height=\"120\" \/><\/div>\n<div class=\"col-lg-5 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><span style=\"color: #800000;\"><strong><a style=\"color: #800000;\" href=\"http:\/\/prototipo.asrdoq.com.br\/site\/index.php\/consultoria\/\">Consultoria<\/a><\/strong><\/span><\/p>\n<ul>\n<li style=\"font-size: 16px; text-align: justify;\">Diagn\u00f3sticos organizacionais<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Consultoria para Adequa\u00e7\u00e3o aos Requisitos da Norma\u00a0<b>ISO\/IEC 20000<\/b><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><\/div>\n<div class=\"col-lg-1 col-md-12 col-xs-12 col-sm-12\">\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3812 size-full\" title=\"ISO\/IEC 20000 Certifica\u00e7\u00e3o\" src=\"http:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2018\/07\/chat.png\" alt=\"\" width=\"128\" height=\"128\" \/><\/div>\n<div class=\"col-lg-5 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><span style=\"color: #800000;\"><strong><a style=\"color: #800000;\" href=\"http:\/\/prototipo.asrdoq.com.br\/site\/index.php\/certifica\u00e7\u00e3o\/\">Certifica\u00e7\u00e3o<\/a><\/strong><\/span><\/p>\n<ul>\n<li style=\"font-size: 16px; text-align: left;\">Contatos com Organismos Certificadores Credenciados<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Suporte na auditoria de Certifica\u00e7\u00e3o<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><\/div>\n<\/div><\/p>\n<p style=\"text-align: justify;\"><div class=\"row \"><div class=\"col-lg-1 col-md-12 col-xs-12 col-sm-12\">\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3807 size-full\" title=\"Assessoria ISO\/IEC 20000\" src=\"http:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2018\/07\/handshake-1.png\" alt=\"\" width=\"128\" height=\"128\" \/><\/div>\n<div class=\"col-lg-5 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><span style=\"color: #800000;\"><strong><a style=\"color: #800000;\" href=\"http:\/\/prototipo.asrdoq.com.br\/site\/index.php\/assessoria\/\">Assessoria<\/a><\/strong><\/span><\/p>\n<ul>\n<li style=\"font-size: 16px; text-align: justify;\">Auditorias internas<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Coleta e an\u00e1lise de indicadores<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Gest\u00e3o da \u00e1rea da qualidade<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><\/div>\n<div class=\"col-lg-1 col-md-12 col-xs-12 col-sm-12\">\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3808 size-full\" title=\"Treinamento ISO 20000\" src=\"http:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2018\/07\/2.png\" alt=\"\" width=\"128\" height=\"128\" \/><\/div>\n<div class=\"col-lg-5 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><span style=\"color: #800000;\"><strong><a style=\"color: #800000;\" href=\"http:\/\/prototipo.asrdoq.com.br\/site\/index.php\/treinamento\/\">Treinamento<\/a><\/strong><\/span><\/p>\n<ul>\n<li style=\"font-size: 16px; text-align: justify;\">Treinamentos abertos<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Treinamentos in-company<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><\/div>\n<\/div><\/p>\n<p style=\"text-align: justify;\"><div class=\"row \"><div class=\"col-lg-1 col-md-12 col-xs-12 col-sm-12\">\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3813 size-full\" title=\"Documenta\u00e7\u00e3o ISO\/IEC 20000\" src=\"http:\/\/prototipo.asrdoq.com.br\/site\/wp-content\/uploads\/2018\/07\/list.png\" alt=\"\" width=\"128\" height=\"128\" \/><\/div>\n<div class=\"col-lg-5 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><span style=\"color: #800000;\"><strong>\u00a0<a style=\"color: #800000;\" href=\"http:\/\/prototipo.asrdoq.com.br\/site\/index.php\/documentacao\/\">Documenta\u00e7\u00e3o<\/a><\/strong><\/span><\/p>\n<ul>\n<li style=\"font-size: 16px; text-align: justify;\">Portais corporativos e de processos<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Politicas e diretrizes<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Fluxos de processos e atividades<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Procedimentos<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Roteiros, guias e manuais<\/li>\n<li style=\"font-size: 16px; text-align: justify;\">Modelos de documentos, checklists<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><\/div>\n<div class=\"col-lg-1 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><\/div>\n<div class=\"col-lg-5 col-md-12 col-xs-12 col-sm-12\"><\/p>\n<p><\/div>\n<\/div><\/p>\n","protected":false},"excerpt":{"rendered":"<p>ISO 20000\u00a0com a\u00a0ASR A ASR atua na implementa\u00e7\u00e3o de Sistemas de Gest\u00e3o de Servi\u00e7os, aderente \u00e0s norma ISO 20000 em organiza\u00e7\u00f5es de todos os tipos e tamanhos. Contamos com profissionais qualificados e com vasta experi\u00eancia pr\u00e1tica em empresas de diversos setores da economia como: software, eletroeletr\u00f4nica, telecomunica\u00e7\u00f5es, qu\u00edmica, mec\u00e2nica e [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":2005,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/template-fullwidth.php","meta":{"_joinchat":[],"footnotes":""},"class_list":["post-854","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>ISO\/IEC 20000 - ASR Consultoria<\/title>\n<meta name=\"description\" content=\"ISO\/IEC 20000 \u00e9 a primeira norma editada pela ISO (International Organization for Standardization), tem foco espec\u00edfico o gerenciamento de servi\u00e7os de TI.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/prototipo.asrdoq.com.br\/site\/?page_id=854\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ISO\/IEC 20000 - 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