Professional Documents
Culture Documents
Módulo 2 - Introdução Ao Gerenciamento de Serviços - Parte 2
Módulo 2 - Introdução Ao Gerenciamento de Serviços - Parte 2
Módulo 2 - Introdução Ao Gerenciamento de Serviços - Parte 2
36
445
9439
97<
646!"#"$%& '( )*++,-./01! (23458
67856
8
9:
445;31456
84
=('(>
#('?(@>A
(@?1BCD '>A
#D'?(@>4E63F49;
GF
8458
13984
F9:
941;8;
1
;
46H
ID(B(DD1'>JKLMNO
ID(?1BCB(>6K66H66NO
#0DDB0D(((>JM135135
#0D?1BC>
MPQMM
&'RBSTQ
-BCDB('0U
VW'D(Q
X62423Y
;
5Z3583;[
4
;\4
[
496:
4;
4843583;[
4
;\;46
H]3[
49
24
5E14
8[
496:
F
F^356_4H
P 6 ` a b J L c A
d(e0 ('BVW'D(
0994
356491;9f49
1
633g895496;
49:
Q
709F4
569[
4;
56\13
93533;[
4
;\;46
[
496:
H
709F4
569[
4;
56\13
93533;[
4
;\4
[
496:
h944;3
558
1
139
F9f4984
49F
9635;
469H
709
F9f498449F
96;
469
11;8941;
48449
F9f4935;
469944;3
589F
;\
1
1;8941;
5ZH
0
19[
496f49F
841F49456i(TB(1F
F9:
;
46
23Y
Hj4F594Z
9633;63358
G
48E38h456:
633g4
5
184839;
99:
F4539
8E38F
6
6
HX
5
149F4;33[
4
4Y614564
[
4
;\5:
4564584
8[
496:
4612_1[
_
;583
8444\5;38[
496:
F[
4
6
6
012235163578393
2
1
167617367199673303961735309
32
9
6156
2
!"#$%$#&'() $'*!(+%!,**'&-.!&%/!&01275311975216096723
93112
7578
13319391
1
93
194
715139120393
938792
3073092271141
1797
11
1226153161
6
357
9387903931019
27
89:353227
2101;25<=363936
9>2
7632267350916221?@37199673A
BCDCEF
GH09295
IHJ
939925
312206>7612
3HK20193
12206>7612
LH09=
112
9
939319378311
MN0OPQP3GOPRGA
N09162215<==
112
9
939319378311
G21937831;2212
9
93323039
791;21039
3
1220916221219092
3
039
3
120673578312017252698312039
3
122019393
7732121091622121
93578332039
3
1272
7
12
S9:353227
2012977120916221?
BT30=72
CG
7732
EQ1;2
UT9167
12
V4W
712
XQ93Y19Z[19313@37199673ABCDCUF
GHB2C2EV3032
IHB2C2VX3032
3HB2C2UV3032
LHO13232101;23673
MN0OPQP3GOPRGA
J0916221177121;227712TGT\P0121571242972
11151=9761
09162213092
313
9719
J
3
321;2219012022132]1039
3
12H01039
767039366113
7732
97120916221223221327712
31312705
390916221G123911
091622131937831121277912030=7203932
110916221J32022132
1322792
2
030=722
1
911;2]90121039
3
12H
J93Y19Z[193131=5
11151=97610916221
^9:3723227
2653931;221491;22
13KKJOG0?
BJ5320176579993
32039336757393233
311
CJ532219012
2396921203932039313723
7732
013456788959
6969
75
5744658
781
15889458
89858655467475
5
994655
5859869788981
9
7775!"!#$
%&'!70567581
(&'!7567581
&)9
5858579781
*&+7,
45
58579781
-3.)/0/%)/1%
2878'!7056758789979869
7
345575559565,9
79
7
45
9'69777469'575
787898'754758
78
6978987
7788958'949754758
7578897499'75475655789
7
778'779
581
!32749
9:8;49
7
69
9512
69
75
485
978
77
7:
45
9'697774691
03495557847978'
4567889569
75
574458
7
45
9<
69&149777469'
45678895
69
7557657
575
7878986785
98
69759
8
995949546:4557657
9
69
7
787898479
789=571
2
58967878975
5869
7
30
78989
7858675/)/>94987
9458
89858
769788987899
767
7
5
99
697889
778987
998
75
91
?@A
58
9887
77889557B858
79
98986978898C
1.9478
9878
!1754
478
5
97867B9
017549887
878
5
9866585
4779
65777885
5
9
7775!"!D$
%&70567581
(&7!567581
&!70567581
*&)9
9858579781
-3.)/0/%)/1%
)9
98987889557B858
769788981
E@A
5656756579678595869
487897867B9
79
7
4595559
7)/C
9
7
775!"!"$
%&2F777
7+B87
7.789
(&2F777
7G759547994+79
&2*99
9.789
*&2F777
79
5
7
7.789
-3.)/0/%)/1%
2
99
78789:97869898767559'589'45
7978
697
7
48789
7745
917:
74678595869
487897867B91
287778
7697889'949F777
7+87
7.789'9
5
77G7595479'89945477
998
769788976785495867986978898'96798878981
H@2
99
9697889:7869898769
5
58967856579C
9
7775!"!I$
1234567879
7785
8
6878
647874674
4
21
787
5
8
6
988
41474
74
48
8
32
8788
98
4674
4
21
787
4674
4
8449475
45
84
!"#$%$31#$&1'
1()*+,464
7
64
8 '+444674
4 7
64
-
6478
787
4674
4
84
49475
45
84$
464
78
78488478+.
7
4
/0
-
74
58
87.4444
674
48876
7485
4674
4
44
674
4 5686
-8
94
4474
4674
44 878
18
8.
7
84
9
984
-
49
4$
4
264
7497584458478
1
58
463
4
7788
647
'
12+44
674
44 7
64
-
6
8687
8
3
4
8
.
877
7
4
84785844
4
74785
46878
74674
4458
47
8587845678
984145678
7-9
86475
4567847458-7
8
456
686878
47
7
85
4
947
47
2+44
674
464
7748 64
48789
7785
8458
84
8845678
21
787
5
8
6
988
41474
74
48
8
8458
7
48468786878
4
7
74"544
674
4
7
85
48497844647
564448
67
4687
64
5
8
544674
4
-848585
8
6
9881
32
878
88
98
4674
44.85
4
87
64
8.8
464
444
674
4
8 54
7
858
84448
4
7458
88
488888
4477
54674
4
9:;8
8
88
4444
74
985
7<
/,
67
875
74
6
946878488478584
=185874
58
7
85
4
497847>32
64
58588
?1@878
9875
1478
74
A,
67
875
74
6
94
57
3
44564
4
588733(2B324
7
9
768'
/=C=DE
12=4?
A86
8
2/4=
?86
8
32/4?
A86
8
2#48
8
8
747
!"#$%$31#$&1'
/4?
A86
8
47
64
8.8
4686
44
74+64= 7
64
8.8
485
7847
49784
87
54
4524F
G:H878
7
585875,H3$<B324
7
9
768'/=C?IE
12H878
97686
7
64
8.8
55674
44
74
2H8785447874
74
32H878985
788-
56
14
2H8787
787
49784
!"#$%$31#$&1'
15875,H3$
7
6878
97686
7
64
8.8
55674
44
74
34567897
0
7
70
97897
06779
7
8779
87 !"#
$%567897
8
&7
0770'97779
7
(
)%$087
67*
8689
0
(
%+67
*
8
0
87 0
(
+%$087
67*7,699
0
(
-./01$02$
$087
67*
8689
0
39707977
77,68986
8'8
8
6
01
7
4
5897
7
67'76717(8899
8
6
87
0
9664
,67',6760,67',6(/897'68
7898
98
6
0
&76
8
797
(/
897,67'6:
9&6
78
8
789899
8
6
56
9668
*'7'895077
*
8
79789797:
*7'8979;9<7
((6(
=>?@A@AB?C>DE@AF>AGHIAF>AGHIAFIHADIHHIHACIDJ>KFIH
/8)3LM/
+089
7'68
)'
56
6897
,689
17'8
85.381333N8/
6
*'788
6
7
871O
6<7
$3//8$P.L8
P87689
8
8
0
6
'497
07
7
01234567289
2854239