1 UNIVERSIDADE PAULISTA CURSO SUPERIOR DE TECNOLOGIA GESTÃO EM TECNOLOGIA DA INFORMAÇÃO INFORMAÇÃO
GILSON GABRIEL DA SILVA SILVA E SILVA SILVA
PIM VII
PROJETO INTEGRADO MULTIDISCIPLINAR MULTIDISCIPLINAR IMPLANTAÇÃO DE UM SISTEMA AUTOMATIZADO PARA O CLIENTE DA SOFTWARE DEVELOPER
Belém – Par !"#$
GILSON GABRIEL DA SILVA SILVA E SILVA SILVA
2 the After implementatio n of the incident
PIM VII
PROJETO INTEGRADO MULTIDISCIPLINAR MULTIDISCIPLINAR IMPLANTAÇÃO DE UM SISTEMA AUTOMATIZADO PARA O CLIENTE DA SOFTWARE DEVELOPER
Tra%al&' (' Pr')e*' I+*e,ra(' M-l*.(./0.1l.+ar – PIM VII e VIII2 a1re/e+*a(' 0'm' e3.,4+0.a 1ara 0'+0l-/5' (' 67 Seme/*re (' C-r/' S-1er.'r (e Te0+'l',.a Ge/*5' em Te0+'l',.a (a I+8'rma95'2 (a U+.:er/.(a(e Pa-l./*a – UNIP2 0am1-/ NAZAR;<
M'+.*'ra= RAMON PANTOJA PANTOJA
Belém > Par !"#$
GILSON GABRIEL DA SILVA SILVA E SILVA SILVA
2 the After implementatio n of the incident
PIM VII
PROJETO INTEGRADO MULTIDISCIPLINAR MULTIDISCIPLINAR IMPLANTAÇÃO DE UM SISTEMA AUTOMATIZADO PARA O CLIENTE DA SOFTWARE DEVELOPER
Tra%al&' (' Pr')e*' I+*e,ra(' M-l*.(./0.1l.+ar – PIM VII e VIII2 a1re/e+*a(' 0'm' e3.,4+0.a 1ara 0'+0l-/5' (' 67 Seme/*re (' C-r/' S-1er.'r (e Te0+'l',.a Ge/*5' em Te0+'l',.a (a I+8'rma95'2 (a U+.:er/.(a(e Pa-l./*a – UNIP2 0am1-/ NAZAR;<
M'+.*'ra= RAMON PANTOJA PANTOJA
Belém > Par !"#$
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5
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6 1-Introdução
A C'+/-l*.+, a1@/ -m 1er'(' (e a+l./e +a em1re/a S'8*?are De:el'1er2 .(e+*.8.0'- (.:er/a/ .rre,-lar.(a(e/ -e 0'm1r'me*em (.re*ame+*e ' (e/em1e+&' e a -al.(a(e ('/ /er:.9'/ 1re/*a('/ 1ara '/ 0l.e+*e/ (a em1re/a S'8*?are De:el'1er2 /5' ele/= N5' 0a(a/*rame+*' em /./*ema ('/ a*e+(.me+*'/ real.a('/ 1el' Ser:.0e De/ C'la%'ra('re/ (' /-1'r*e Ser:.0e De/ /em 1re1ar' 1ara ' a*e+(.me+*' a(e-a(' 1ara 0a(a *.1' (e 1r'%lema a1re/e+*a(' C'+*r'le (e 0r.a95'2 e(.95' e :er/5' ('/ ('0-me+*'/ 0r.a('/ 1ela me/ma Im1leme+*a95' (e +':'/ /./*ema/ /em 1ré:.' *e/*e D.a+*e (a/ (.8.0-l(a(e/ .(e+*.8.0a(a/2 (em'/ .+0.' a' +'//' *ra%al&' '%)e*.:a+(' ' +'//' re/-l*a(' +' 0l.e+*e 8.+al (a S'8*?are De:el'1er2 1r.'r.a+(' a -al.(a(e +' a*e+(.me+*' ('/ me/m'/< 0a1a0.*a95' 1r'8.//.'+al< Or.e+*am'/ 0'm' 1r.'r.(a(e -e ' R (a em1re/a %-/-e 0-r/'/ (e 0a1a0.*a95' 1ara '/ 1r'8.//.'+a./ em TI Ge/*'re/ l.(ere/ (e e-.1e/2 a+al./*a/ (e /-1'r*e2 (e/e+:'l:e('re/2 e*0<2 -ma :e -e2 a/ .rre,-lar.(a(e/ .(e+*.8.0a(a/ a1re/e+*am -m ,ra+(e +mer' (e 8al&a/ '1era0.'+a./2 e e/*ra*é,.a/ mal ela%'ra(a/2 :ale lem%rar -e e/*e/ 0-r/'/ 1'(em /er a1l.0a('/ 1el' 1r@1r.' R2 0a/' ' me/m' *e+&a 1r'8.//.'+a./ 1ara a e3e0-95' ('/ me/m'/< ; .m1'r*a+*e /al.e+*ar -e 1'(e /er -*.l.a(' a .+*ra+e* 0'm' 8errame+*a (e *re.+ame+*' 0'+*.+-'2 /e+(' -ma 8errame+*a -e 1'//.%.l.*a 1a//ar .+8'rma9e/ 1ara *'('/ '/ 0'la%'ra('re/ (a em1re/a /.m-l*a+eame+*e2 :./a+(' a re(-.r '/ 0-/*'/ 0'm *ele8'+e/ 0'r1'ra*.:'/2 0'rre.'/ e e*0< Vale lem%rar -e 0a(a 0'la%'ra('r 1ara a0e//ar ' 1'r*al (e:e /er 0a(a/*ra(' em /./*ema 0'm l',.+ (e a0e//' e /e+&a .+(.:.(-al2 ma+*e+(' a /e,-ra+9a e a .+(.:.(-al.(a(e (' a0e//'< A I+*ra+e* *em 1erm.*.(' a 0r.a95' (e Pr',rama/ (e C'm-+.0a95' I+*er+a2 -e :./am mel&'r.a +a -al.(a(e (a C'm-+.0a95' (' R 0'm /e-/ 0l.e+*e/ .+*er+'/2 0'm' *am%ém2 a 0r.a95' (e Ce+*r'/ (e Tre.+ame+*'/ V.r*-a./2 Sala/ (e E/*-('/ D.r.,.('/ e '-*r'/< Na I+*ra+e* '/ 0'la%'ra('re/ 1'(em a0e//ar .+8'rma9e/ (.:er/a/2 .+0l-/.:e (e *'(a/ a/ rea/ (a em1re/a2 real.a+('2 a*é me/m'2 /-a/ .+/0r.9e/ em 0-r/'/ .+*er+'/2 .+*era,.+(' ma./ (.re*ame+*e 0'm ' R2 ' -e 0er*ame+*e .r :.a%.l.ar -m mel&'r ,ere+0.ame+*' (e /-a/ 0arre.ra/< Se,-e e3em1l'/ (e 0-r/'/ -e 1'(em /er a('*a('/ e e3e0-*a('/ 1el' 1r@1r.' R '- 0'+*ra*a('/ 1el' me/m'= A*e+(.me+*' a' 0l.e+*e /er:.0e (e/ Ge/*5' (e 1r')e*'/ Gere+0.ame+*' (e 1r')e*'/ ITIL Tre.+ame+*' ('/ 0l.e+*e/ 8.+a./ O0'm'+
7
2-Atendimento
A1@/ -ma a+l./e m.+-0.'/a +a r'*.+a (e *ra%al&' ('/ a*e+(e+*e/ -e a*-am +a rea (e /-1'r*e /er:.0e (e02 .(e+*.8.0am'/ a +e0e//.(a(e (e .m1la+*a95' (e -m /./*ema a-*'ma*.a('2 a 8.m (e mel&'rar a -al.(a(e (' a*e+(.me+*'< I(e+*.8.0am'/ -e -a+(' -m 0l.e+*e a%re -m *.0e* re1'r*a+(' -m 1r'%lema2 ' a*e+(e+*e a+'*a em -m 0a(er+' ' 0&ama(' (' 0l.e+*e e 8a -ma a:al.a95' 1e//'al (' +:el (e 0la//.8.0a95' (' 1r'%lema a1re/e+*a('2 (e1e+(e+(' (' a+al./*a -e re,./*rar a .+0.(4+0.a2 1'(e *er -ma .+*er1re*a95' (.8ere+0.a(a em rela95' a' 1r'%lema me+0.'+a(' 1el' -/-r.'2 (.8.0-l*a+(' e m'/*ra+(' 1ara ' 0l.e+*e (a S'8*?are De:el'1er -ma ,ra+(e (e/'r,a+.a95' e 8al*a (e a0'm1a+&ame+*' ('/ 1r'%lema/ a1re/e+*a('/ 1el'/ -/-r.'/< Para a re,-lar.a95' (e/*e 1r'%lema2 /-,er.m'/ -e /e)a -*.l.a(' ' /'8*?are (e ,e/*5' (e .+0.(e+*e/ O0'm'+2 -e é -m ,e/*'r (e .+0.(e+*e/ e .+:e+*r.' 1ara ' /e*'r (e /-1'r*e /er:.0e (e/2 .m1'r*a+*e /al.e+*ar -e ' /./*ema é O1e+ S'-r0e2 *em l.0e+9a GPL e /e- 0@(.,' 8'+*e é PP2 e//e /'8*?are 8'. (e/e+:'l:.(' .+.0.alme+*e 1'r Fra+-e C-/*@(.' e é ma+*.(' a*-alme+*e 1'r Fl:.' R.%e.r'< A ,ra+(e :a+*a,em -e *erem'/ é -e ' me/m' +5' ,era 0-/*'/ e 1'(e /er 0-/*'m.a(' além (e *er a 1'//.%.l.(a(e (e /e *ra(-.r 1ara -al-er .(.'ma< O /'8*?are 1'//-. -m /-1'r*e SLA -e 1erm.*e :er.8.0ar ' :'l-me (e 0&ama('/ 1'r 1er'('2 *em1' mé(.' 1ara a re/'l-95' e re/1'/*a 1ara '/ 0&ama('/2 1er0e+*-al (e 0&ama('/ a*e+(.('/ e re/'l:.('/ (e+*r' (' SLA2 /*a*-/ (' 0&ama('2 -/-r.'/ -e a%rem ma./ '0'rr4+0.a/2 :e+0.me+*'/ (e 1ra' (e 0&ama('2 (.:./5' (e 0&ama('/ a*e+(.('/ 1'r *é0+.0' '- /e*'r2 além (e m-.*a/ '-*ra/ 8a0.l.(a(e/ a*ra:é/ ('/ rela*@r.'/ (./1'+:e./ -e 1erm.*e a ,e/*5' e8.0a 1ara ' (e1ar*ame+*' (e /er:.0e (e/ (a em1re/a a//.m2 1'(em'/ +'/ a(e-ar a/ +'rma/ e 1r*.0a/ %a/ea(a/ em ITIL< A /e,-.r -m ('/ LaH'-*/ (e *ela (' /./*ema (e Ge/*5' (e I+0.(e+*e/ O0'm'+< F.,-ra #= M'+.*'r (e O0'rr4+0.a/
8 Na 8.,-ra # 1'(em>/e '%/er:ar '/ re,./*r'/ ('/ a*e+(.me+*'/ e '/ 1r'%lema/ .+8'rma('/ 1el'/ -/-r.'/2 +a 8.,-ra ! 1'(em'/ :./-al.ar -m 8e0&ame+*' (e '-*r' 0&ama(' .(e+*.8.0a+(' ' 1r'%lema e -al a /'l-95' a('*a(a 1ara ' 1r'%lema< Ser5' ,ere+0.a('/ *'('/ '/ 0&ama('/ 0'm a 8.+al.(a(e (e a0'm1a+&a+(' '/ SLA/ e/*a%ele0.('/ em 0'+*ra*'< F.,-ra != E+0errame+*' (e -m 0&ama(' +' O0'm'+
Im1'r*a+*e /al.e+*ar -e (e:em'/ 0a1a0.*ar '/ 1r'8.//.'+a./ (' a*e+(.me+*' 0'm 8'0' +5' /@ +' +':' /./*ema .m1la+*a('2 ma/ *am%ém 0a1a0.*ar e 'r.e+*ar /'%re a .m1'r*+0.a (e /e a*e+(er %em ' 0l.e+*e2 e:.*a+(' a//.m '/ 1r'%lema/ (e e31l.0a9e/ (e/e+0'+*ra(a/ '- mal .+*er1re*a(a< O ,e/*'r (' a*e+(.me+*' (e:e real.ar re-+.e/ .+8'rma+(' 0'+/*a+*e/ .+8'rma+(' /'%re '/ +mer'/ (e a*e+(.me+*'/ em ,eral e 1a//ar 8ee(%a0/ 1ara 0a(a 0'la%'ra('r (e 0'm' e/*a ' +:el (e /ea*e+(.me+*'2 a//.m /e,-.+(' a *e'r.a (a -al.(a(e *'*al 0'm 8'0' +' 0l.e+*e e mel&'ra+(' 0a(a :e ma./< >Ser:.0e (e/ A1@/ a .m1la+*a95' (' /./*ema (e ,e/*5' (e .+0.(e+*e/ 1'(em'/ mel&'rar ' a*e+(.me+*' (' /er:.0e (e/2 -e *em 0'm' '%)e*.:' 1r.+0.1al 1r':er a'/ 0l.e+*e/ (a S'8*?are De:el'1er -m 1'+*' +.0' (e 0'+*a*' PUC '- /.+,le 1'.+* '8 0'+*a0* SPOC2 1r.m'r(.al 1ara -ma 0'm-+.0a95' e8e*.:a e+*re '/ -/-r.'/ e a/ e-.1e/ (a em1re/a< O /er:.0e (e/ *em 0'm' 1rem.//a ' re/*a%ele0.me+*' +'rmal ('/ /er:.9'/ ('/ -/-r.'/ ' ma./ r1.(' 1'//:el2 m.+.m.a+(' ' .m1a0*' +'/ +e,@0.'/ 0a-/a('/ 1'r 8al&a/ (e TI< Para -e /e)am al0a+9a(a/ *'(a/ a/ e31e0*a*.:a/ ('/ 0l.e+*e/ (e:em>/e e/*a%ele0er a0'r('/ (e +:el (e /er:.9' SLA2 /e+(' e/*e -e (e8.+.r em -a+*' *em1' e (e -e 8'rma ' /er:.9' /er 1re/*a('< -a+(' ' a*e+(.me+*' 8'r real.a(' 1'r *ele8'+e2 e a1@/ *re.+ame+*' a(e-a(' e m'+.*'rame+*' 0'+*.+-' ('/ a*e+(e+*e/2 0'+/e,-.rem'/ 0la//.8.0ar '/ +:e./ (e a*e+(.me+*' 1ara mel&'r a*e+(er '/ 0l.e+*e/ e 1'(er 8'r+e0er a mel&'r /'l-95' ('/ /e-/ 1r'%lema/< <#>0la//.8.0a95' ('/ +:e./ (e a*e+(.me+*' A e-.1e (e:e /er 0'm1'/*a 1'r 1r'8.//.'+a./ 0'm -al.8.0a95' +a/ mel&'re/ 1r*.0a/ (e /-1'r*e *ele8X+.0'2 1'//-.+(' 0'+&e0.me+*'/ e *é0+.0a/ -e l&e/ 1erm.*em (.a,+'/*.0ar e re/'l:er 1r'%lema/ (e 8'rma 1ra*.0a e r1.(a<
9
311-!rimeiro n"#el de atendimento
De/*.+' (a/ l.,a9e/ ('/ -/-r.'/ -a+(' em %-/0a (e a)-(a 1ara a *e0+'l',.a em -/'< E//e 1r.me.r' +:el 1'(e /er 0ara0*er.a(' em ('./ m'(el'/= 3111-$olucionador
Gr-1' (e a*e+(e+*e/ -e re/'l:e ' 1r'%lema (-ra+*e a [email protected] l.,a95' (' -/-r.'< A*ra:é/ (' -/' (e 8errame+*a/ 0'm1leme+*are/ %a/e (e 0'+&e0.me+*'2 /'8*?are (e 0'+*r'le rem'*' e *re.+ame+*' a(e-a('2 ' a*e+(e+*e '%)e*.:a ' e+0errame+*' (' 1r'%lema /em a +e0e//.(a(e (e *ra+/8er.r '- e/0alar ' a//-+*' 1ara '-*r' 0'le,a< Em al,-+/ 0e+*r'/ (e /-1'r*e2 ' 1r.me.r' +:el /'l-0.'+a('r 1'(e /er 1ar*.0.'+a(' 1'r e/1e0.al.(a(e/2 8a0.l.*a+(' 0'm -e *é0+.0'/ 0'm a &a%.l.(a(e a(e-a(a re/'l:am ma./ ra1.(ame+*e ' 1r'%lema e3em1l'= 0él-la/ (e a*e+(e+*e/ 1er.*'/ em M.0r'/'8* O88.0e2 '-*r'/ em re(e/ e /e,-ra+9a e*0<< 3112-%irecionador
A.+(a (e+*r' (' 1r.me.r' +:el2 0'+8'rme ' *.1' (e a*e+(.me+*' real.a('2 a e-.1e -e re0e10.'+a ' 1r'%lema a1e+a/ re,./*ra ' a//-+*'2 a+'*a '/ (e*al&e/ e (.re0.'+a ' a*e+(.me+*' 1ara -m 0'le,a 0'm ma.'r 0'+&e0.me+*' +' *ema< I//' 8a 0'm -e ' re,./*r' /e)a 8e.*' (e ma+e.ra r1.(a2 ,ara+*.(a e ' (.re0.'+ame+*' 0'+(- 1ara -ma e-.1e ma./ a1r'1r.a(a< 312- $egundo n"#el de atendimento
E3./*em 0'+*r':ér/.a/ +' mer0a('2 ma/ em ,eral a//-me>/e -e é -m *.me 0'm ma.'re/ 0'+&e0.me+*'/ /'%re ' 1r'%lema em -e/*5'< S.,+.8.0a -e /e ' a*e+(e+*e (e 1r.me.r' +:el +5' 0'+/e,-.- re/'l:er -m 1r'%lema (' -/-r.' 1ara /e 0'+e0*ar +a re(e2 ele .r *ra+/8er.r a re/1'+/a%.l.(a(e (e//e a*e+(.me+*' 1ara a e-.1e (e a(m.+./*ra95' (e re(e/< O /e,-+(' +:el 1'(e *am%ém /e 0ara0*er.ar 1'r -ma e-.1e (e 0am1' '- (e//.(e -e :a. a*é ' l'0al (' -/-r.' 1ara /'l-0.'+ar -m 1r'%lema -e 1'r *ele8'+e /er.a .m1'//:el -ma .m1re//'ra -e%ra(a2 0a%'/ /'l*'/ e*0<< 313-&erceiro n"#el de atendimento
S5' '/ *er0e.r'/ e/1e0.al./*a/ '- a.+(a2 '-*r' +:el .+*er+' ma./ e/1e0.al.a(' +' a//-+*' -e 1'(em /er '/ 8a%r.0a+*e/ (e (e*erm.+a('/ &ar(?are/ '- /'8*?are/2 0'+/-l*'re/ 0'+*ra*a('/ e a//.m 1'r (.a+*e< E//e/ /5' 1e//'a/ -e *em a 0a1a0.(a(e (e re/'l:er '/ 1r'%lema/ +5' /'l-0.'+a('/ +'/ +:e./ a+*er.'re/< Vale lem%rar -e ' /er:.0e (e/ e/*ar (.me+/.'+a(' 1ara re/'l:er a ma.'r.a (a/ '0'rr4+0.a/ +' #Y +:el< 6>S./*ema/ (./*r.%-('/ De+*re a/ :r.a/ 8al&a/ '0'rr.(a/ e err'/ +a/ a*-al.a9e/ ' .m1'r*a+*e e m'(.8.0ar a 8'rma 0'm' e *ra*a(' '/ (a('/ e /5' ma+*.(a/ a/ .+8'rma9e/< Mel&'rar ' *r8e,' e 0r.ar -m am%.e+*e a(e-a(' (e (e/e+:'l:.me+*' e *e/*e/< C'm .//'2 ' 1r'0e//ame+*' (./*r.%-('2 a//.m 0'm' 8'. 0ara0*er.a('2 é ma./ (' -e -ma *e0+'l',.a é2 *am%ém2 -ma me*'('l',.a 1ara a 0'+0e195' e .m1leme+*a95' (e /./*ema/ (e .+8'rma95'< S-a 1r.+0.1al 0ara0*er/*.0a é 1'//.%.l.*ar ' 1ar*.0.'+ame+*' (a/ a*.:.(a(e/ e ('/ (a('/ a//'0.a('/ (e a0'r(' 0'm a l'0al.a95' ,e',r8.0a (a/ a1l.0a9e/2 ma+*e+('2 a' me/m' *em1'2 a .+*e,ra95' / +e0e//.(a(e/ l'0a./<
1' A/ 0ara0*er/*.0a/ ma./ .m1'r*a+*e/ ('/ /./*ema/ (./*r.%-('/ 1'(em /er re/-m.(a/ em= #< D.m.+-.r *r8e,' (e me+/a,e+/ !< Pr'0e//ar l'0alme+*e < Ma+*er a .+*e,ra95' (' /./*ema (e .+8'rma95' 6< A*e+(er a/ +e0e//.(a(e/ l'0a./< S5' 1'//:e./2 a//.m2 a1er8e.9'ar ' (e/em1e+&' e ' 0-/*' ,l'%al e a-me+*ar a 0'+8.a%.l.(a(e (a/ a1l.0a9e/< Um /./*ema (./*r.%-(' 1'//-.2 e+*re*a+*'2 -ma ma.'r 0'm1le3.(a(e -e -m /./*ema 0e+*ral.a(' e a1re/e+*a 0ara0*er/*.0a/ 8-+0.'+a./ -e 1'(em .+8l-.r +'/ 1r'0e(.me+*'/ '1era0.'+a./ e (e (e0./5' (a/ em1re/a/< Um ('/ /./*ema/ (./*r.%-('/ %a/*a+*e -*.l.a(' e -e '8ere0e 0'+8.a+9a e ' 0l.e+*e/er:.('r< 41- (antagen) de uma Ar*uitetura +liente,$er#idor
Para (.:er/'/ *.1'/ (e a1l.0a*.:'/ 0'm %a+0'/ (e (a('/2 a ar-.*e*-ra 0l.e+*e/er:.('r '8ere0e :r.a/ :a+*a,e+/2 .+0l-.+(' a/ /e,-.+*e/= O1era9e/ ma./ 0'+8.:e./ e r'%-/*a/2 1'r-e -m +.0' /er:.('r (e %a+0' (e (a('/ .+*era,e 0'm '/ (a('/ a' .+:é/ (e :r.a/ [email protected]/ (e -m %a+0' (e (a('/2 +a ar-.*e*-ra /er:.('r (e ar-.:'/ Mel&'r 8le3.%.l.(a(e2 (e:.(' a'/ /er:.('re/ (e %a+0' (e (a('/ a' .+:é/ (e %a+0'/ (e (a('/ (e 0'm1ar*.l&ame+*' (e ar-.:'/< Se ma./ -/-r.'/ /5' a0re/0e+*a('/ a' /./*ema2 é ma./ /.m1le/ e/0alar a/ 0a1a0.(a(e/ (' /./*ema 1ara a*.+,.r a'/ re-er.me+*'/ a(.0.'+a./< •
•
Se+/:el mel&'ra (e (e/em1e+&' em al,-ma/ '1era9e/2 e/1e0.alme+*e -a+(' a e/*a95' (e *ra%al&' (' -/-r.' é -m 0'm1-*a('r ma./ a+*.,'2 0'm 1r'0e//a('r ma./ le+*' e [email protected] RAM l.m.*a(a< P'r e3em1l'2 e3e0-*ar -ma re-./.95' +' %a+0' (e (a('/ m-.*' ,ra+(e 1'(e /er m-.*a/ :ee/ ma./ :el' em -m /er:.('r 1'(er'/' (' -e em -ma e/*a95' (e *ra%al&' *1.0a< •
Tr8e,' (e re(e re(-.('2 (e:.(' *ra+/m.//5' (e (a('/ ma./ e8.0.e+*e< A1e+a/ '/ (a('/ -e ' a1l.0a*.:' 1re0./a /5' *ra+/8er.('/< •
Ca1a0.(a(e/ (e m.//5' 0r*.0a2 0'm' l',/ (e *ra+/a9e/2 0a1a0.(a(e/ (e %a0-1 /'8./*.0a(a/2 :e*'re/ re(-+(a+*e/ (e (./0'2 e 8errame+*a/ (e re0-1era95' (e 8al&a/< •
C'm' (.m.+-.r '/ ,a/*'/ e 1r.+0.1alme+*e 0'rr.,.r al,-ma/ 8al&a/ (e /er:.('r a C'+/-l*.+, 0.*a al,-+/ 1'+*'/ /'%re S'8*?are L.:re -e (e+*r' (' -e 8'. :./*' +a em1re/a /e a(e-ar.a (e mel&'r 8'rma< Se *ra*a+(' (e /./*ema/ -e e3.,em r'%-/*e e /e,-ra+9a /'8*?are/ l.:re/ +5' e/*5' (e.3a+(' a (e/e)ar< 5-(antagen)
A/ :a+*a,e+/ (' /'8*?are l.:re /5' .+mera/ a .m1leme+*a95' (e -m /./*ema 1'(e /a.r m-.*' ma./ %ara*a (' -e a .m1leme+*a95' (e /./*ema/ 1r'1r.e*r.'/< Pe+/a+(' (e -m m'(' ma./ am1l'2 .ma,.+e a/ :a+*a,e+/ -e 1a/e/ 0'm 1r'%lema/ 8.+a+0e.r'/ 1'(em *er 0'm a a('95' ( e /'8*?are/ l.:re/< Além (e *er -m /./*ema '1era0.'+al m-.*' 0'+8.:el2 ' 0-/*' é %a.3'2 ' -e 1erm.*.r a*é me/m' a .+0l-/5' (.,.*al 1ara m-.*'/ -e +em *em a0e//' a *e0+'l',.a< Ter.am -m /./*ema '1era0.'+al e 1r',rama/ (e e3*rema -al.(a(e< C'm .//'2 ,erar.a a:a+9'/ +a e(-0a95'2 8'rma95' (e 1r'8.//.'+a./ e 0'+*ar.am 0'm *'(' ' a1'.' e /-1'r*e (a 0'm-+.(a(e e+:'l:.(a2 -e /er.am '/ -e -*.l.am /'8*?are/ 0'm' a (' L.+-3<
11 O-*ra :a+*a,em é a a,.l.(a(e em -e '/ 8am'/'/ %-,/ 8al&a/ +' 0@(.,'>8'+*e /5' 0'rr.,.('/< -al-er 1r',rama('r e31er.e+*e /a%e2 -e *'(' 1r',rama e/* :-l+er:el a %-,/< I//' a0'+*e0e 0'm -al-er /'8*?are em -al-er 1la*a8'rma< N' 0a/' (' L.+-32 -a+(' -m %-, é (e/0'%er*'2 ' me/m' é ra1.(ame+*e 0'rr.,.('2 /.m1le/me+*e 1'r-e & -ma 0'm-+.(a(e e+:'l:.(a +' 1r'0e//' (e 0'rre95' (e//e err' e /'me+*e e+0errar5' e//e 1r'0e//' -a+(' 0'm1r':arem -e a 8al&a ) 8'. (e:.(ame+*e 0'rr.,.(a< A' 0'+*rr.' (' -e a0'+*e0e 0'm ' /er:.('r I+*er+e* I+8'rma*.'+ Ser:er2 (a M.0r'/'8*= -m %-, (em'ra a*é me/e/ 1ara /er /'l-0.'+a('2 0a-/a+(' *ra+/*'r+'/ 1'r 1ar*e ('/ -/-r.'/< 6-$egurança
A a0e.*a95' 0re/0e+*e (e 1a/e/ 0'm' ' Bra/.l a' /'8*?are l.:re (e/e+0a(e.a (-a/ (./0-//e/ 1r.+0.1a./= -ma /'%re a /e,-ra+9a (e//e/ /'8*?are/ a '-*ra /'%re '/ a*a-e/ (e :r-/< N' 0a/' (e 1r',rama/ 1ara ' ,':er+' -e *ra*am .+8'rma9e/ e3*remame+*e /.,.l'/a/2 a//.m 0'm' %a+0'/ e em1re/a/ -e +e0e//.*am (e /e,-ra+9a +'/ (a('/< Ma/ -a+(' /e -/a -m /'8*?are 0'm ' 0@(.,'>8'+*e .+(./1'+:el '- 1r'1r.e*r.'2 ' -/-r.' +5' *em .+8'rma9e/ /'%re ' 1r',rama2 -e 0'+/e-e+*eme+*e +5' /er.a 1'//:el :./-al.ar e m'(.8.0ar< Ser.a ma./ /e,-r' -/ar -ma *e0+'l',.a -e +5' e/*.:e//e +a/ m5'/ (e 1'-0'/< O -/' (' /'8*?are a%er*' é ma./ /e,-r'2 1'./ a *e0+'l',.a +5' (e1e+(e (e *er0e.r'/< C'm' a0'+*e0e 0'm al,-+/ %a+0'/2 a 0&a:e (a /e,-ra+9a +5' 8.0a +a m5' (' 8a%r.0a+*e (' /'8*?are e /.m (' 1r@1r.' %a+0'< A.+(a *em'/ -ma %arre.ra 1ara :e+0er +e//e/ ('./ 0a/'/2 '/ ma./ 1'l4m.0'/ a*-alme+*e< N' 0a/' ('/ %a+0'/ *em'/ al,-+/ 0'm' +' R.' Gra+(e (' S-l2 -e -*.l.am L.+-3 +a 1ar*e a(m.+./*ra*.:a e e3./*em :r.'/ %a+0'/ (e .+:e/*.me+*'/2 -e -*.l.am /'8*?are l.:re em /-a e/*r-*-ra (e /e,-ra+9a (e I+*er+e*< O-*r' a//-+*' -e mere0e a*e+95' -a+(' /e 8ala em /'8*?are/ e2 e/* (.re*ame+*e rela0.'+a(' 0'm a /e,-ra+9a2 /5' '/ a*a-e/ (e :r-/ em /'8*?are l.:re< O /er:.('r (e 1,.+a/ ?e% 0'm ,ra+(e -*.l.a95' +' m-+(' é -m /'8*?are l.:re2 ' A1a0&e< E+*re '/ -e 8-+0.'+am 0'm' 0l.e+*e/ +'/ (e/*'1/2 '/ /'8*?are/ 1r'1r.e*r.'/ /5' ma./ 0'm-+/2 ma/ e+*re '/ /'8*?are/ -e 8-+0.'+am 0'm' /er:.('r (a .+*er+e* '0'rre ' 0'+*rr.'< O A1a0&e é re/1'+/:el 1'r $![ (a/ .+/*ala9e/ +' m-+('< O/ /'8*?are/ l.:re/ *4m /-a ar-.*e*-ra :'l*a(a2 +5' a1e+a/ 1ara 8a0.l.*ar a (./*r.%-.95' e e:'l-95' m'(-lar2 ma/ 1ara e:.*ar a/ arma(.l&a/ (e '-*r'/ /'8*?are/ -e 0'm1r'me*am ' /e8-+0.'+ame+*'< O/ :r-/ -e a*a0am a I+*er+e* +5' .+8e0*am a/ m-.+a/ 0'm GNU L.+-32 1'./2 ' *.1' (e armae+ame+*' +' L.+-3 <" (e.3a 0'm -e '/ :r-/ +5' 0'+/.,am a*a0ar ' 0'm1-*a('r 0'm' +' /./*ema W.+('?/ -e é :-l+er:el< Para a*a0>l'/ (e:er -e /er 8e.*' a*ra:é/ (e 8al&a &-ma+a< I+8e095' a-*'m*.0a (' GNUL.+-32 (a 8'rma 0'm' a0'+*e0e +' W.+('?/2 a.+(a é le+(a -r%a+a< A/ 8al&a/ (e /e,-ra+9a em am%.e+*e L.+-32 U+.3 e '-*r'/ /emel&a+*e/2 em [ ('/ 0a/'/ /5' 8al*a (e a*e+95'2 'me/m' .+0'm1e*4+0.a ('/ a(m.+./*ra('re/ (e re(e< N' 0a/' (' L.+-32 ' /e- %a.3' -/' em (e/*'1/ re/-l*a em %a.3a a*ra*.:.(a(e 1ara ' (e/e+:'l:.me+*' (e :r-/< C'm ' *em1' 0'me9aram /-r,.r :r-/ 1ara ' L.+-3< \O/ :r-/ 1ara L.+-3 /er5' -ma -e/*5' (e *em1'2 ele/ /er5' ma./ ela%'ra('/ e ma./ .+*el.,e+*e/2 0'm re0-r/'/ (e 1'l.m'r8./m' e -e /e %a/e.em em 8al&a/ ma./ 0'm1le3a/ (' /./*ema '1era0.'+al]< P'r e+-a+*'2 ' /'8*?are l.:re2 além (e ma./ /e,-r'2 a1re/e+*a -ma ma.'r .m-+.(a(e a'/ a*a-e/ (e :r-/2 1'./ '/ .+*ere//e/ -e m':em a-ele/ -e 1r',ramam +5' a:a+9am -a+(' /e '1em a'/ .+*ere//e/ ('/ -/-r.'/< C'm a 0ara0*er/*.0a (e -m m':.me+*' /'0.al 'r,a+.a('r2 '/ 1r',rama('re/ (e /'8*?are l.:re 8'rmam re(e/ em -e a /e,-ra+9a ('/ -/-r.'/ /em1re é ' 8'0'<
7- Implantaçe) do) )oft.are) li#re) e )ua) #antagen) no) go#erno) do /ra)il
12 O/ ,':er+'/ 8e(eral2 e/*a(-a./ e m-+.0.1a./ e/*5' .m1leme+*a+(' a -*.l.a95' (e 1la*a8'rma/ em L.+-3 1ara /e-/ 0'm1-*a('re/ e re(e/< ; -ma 8'rma (e +5' *er -e 1a,ar l.0e+9a/ (e /'8*?are/< E/*a é -ma *e+(4+0.a %ra/.le.ra2 /e+(' (./0-*.(a a*é 1'r C'm.//5' I+*erm.+./*er.al 1ara a .m1la+*a95' ( e /'8*?are/ l.:re/ +' Bra/.l< N' /-l (' Bra/.l e3./*e -ma 8.l'/'8.a (e (e/e+:'l:.me+*' (e /'8*?are/ l.:re/2 1r.+0.1alme+*e +' E/*a(' (' R.' Gra+(e (' S-l< E/*e/ /5' (e/e+:'l:.('/ em 8'rma (e 1ar0er.a/2 0'+8'rme a 8.l'/'8.a (e/*e2 e (./*r.%-('/ a' m-+(' *'('< Tem'/ a%a.3' a a1re/e+*a95' (e -m 0a/e /*-(.e/ /'%re a -*.l.a95' (e /'8*?are l.:re< C'm' 0a/'2 *em'/ -e (-ra+*e ' a+' (e !""#2 8'. la+9a(' em :r.a/ 1re8e.*-ra/ (' E/*a(' (' R.' Gra+(e (' S-l ' Ser:.9' (e Ge/*5' M-+.0.1al2 -e -*.l.ar ' L.+-3 +'/ /er:.9'/ 0'*.(.a+'/ (e a(m.+./*ra95' 1%l.0a< Tra*a>/e (e -ma /'l-95' -e /er .m1la+*a(a 0'm a-3l.' (a em1re/a ,a0&a CAA C'+/-l*'r.a e A(m.+./*ra95' em1re,a+(' ' L.+-3 1ara a (.m.+-.95' (e 0-/*'/ e a-me+*' (a e/*a%.l.(a(e ('/ /./*ema/ (e a(m.+./*ra95' ,eral2 8.+a+0e.ra2 1a*r.m'+.al2 *r.%-*r.a e (e re0-r/'/ &-ma+'/< E/*e/ /./*ema/ e/*ar5' .+*e,ra('/ em *em1' real e *'('/ 1'//-.r5' -m %a+0' (e (a('/ 0'+*e+(' em1re/a/ e 1e//'a/ l.,a(a/ a'/ /er:.9'/ (a/ 1re8e.*-ra/2 ' -e a0a%ar 0'm a le+*.(5' %-r'0r*.0a (a/ .+/*.*-.9e/ 1%l.0a/< N' a+' 1a//a('2 a Pre8e.*-ra (e Arr'.' (' Sal2 0.(a(e l.*'r+ea (' R.' Gra+(e (' S-l 0'm '.*' m.l &a%.*a+*e/2 re/'l:e- a('*ar ' L.+-3 em *'(a/ a/ m-.+a/ (' 1ré(.' (a a(m.+./*ra95' m-+.0.1al< -a+*' a' *re.+ame+*' ('/ 1r'8.//.'+a./2 *r4/ 8-+0.'+r.'/ (a Pre8e.*-ra 8'ram e+:.a('/ a P'r*' Ale,re RS 1ara 0-r/ar m@(-l'/ (e *re.+ame+*' em L.+-3< A*-alme+*e2 *'('/ +' 1ré(.' (a a(m.+./*ra95' 1%l.0a -/am L.+-3= (a re0e10.'+./*a a' 1re8e.*'< O/ /'8*?are/ ma./ -/a('/2 além (' S*ar O88.0e2 /5' 8errame+*a/ 1ara 0'+*r'le (e arre0a(a95' (e .m1'/*'/ e 1r',rama/ 1ara 0'+*r'le 'r9ame+*r.'< Além (a 1re8e.*-ra (e Arr'.' (' Sal2 '-*ra/ 0.(a(e/ *am%ém e+*raram +' me/m' 1r')e*'2 0'm' C&ar-ea(a/2 R.' Gra+(e2 V.am5' e I*a-. MANÃES2 !""6< C'm ' a:a+9' (a *e0+'l',.a e a 0r.a95' (e +':'/ .+:e/*.me+*'/ -ma /'l-95' (e (e/em1e+&' e (e -ma ('/ -e/.*'/ ma./ .m1'r*a+*e/ em -ma em1re/a -e /5' '/ 0-/*'/2 '/ /'8*?are/ l.:re/ a%ra+,em *'(a/ a/ +e0e//.(a(e/< C'm' a em1re/a :em *e+(' ,a/*'/ (e/+e0e//r.'/ 0'm a 0'm1ra (e Smar*1&'+e/ 1ara 8-+0.'+r.'/ a/ 8errame+*a/ l.:re/ /5' a /a(a 0'm 0-/*' m-.*' %a.3' e ' me/m' /e+5' mel&'r (e/em1e+&'<
8- +onclu)ão
13 C'm' :.m'/2 e/*e *ra%al&' é re/-l*a(' (e -m e/*-(' m.+-0.'/' -e e3.,.- +' (e0'rrer (' me/ma m-.*a a+l./e2 /+*e/e e re8le35'< Uma (a/ :a+*a,e+/ '8ere0.(a/ e -e 0'+/.(er' a ma./ .m1'r*a+*e 8'. ' 0'+&e0.me+*' -e *.:em'/ a re/1e.*' (a ,e/*5' (e 1r')e*'/ +a rea (e TI %em 0'm' ' *ra*ame+*'2 a)-/*e/ +' /./*ema e a rea(e-a95' (e 1r')e*'/ ) e3./*e+*e/< F'. -m e/*-(' realme+*e2 m-.*' .+*ere//a+*e e .+/*r-*.:' -e a,re,'- -ma ,ama (e 0'+&e0.me+*'/ a'/ .+*e,ra+*e/ (' 1r')e*'< A a+l./e (a r'*.+a (e *ra%al&' ('/ a*e+(e+*e/ -e a*-am +a rea (e /-1'r*e .(e+*.8.0a a +e0e//.(a(e (e -m /./*ema a-*'ma*.a(' 1ara mel&'rar a -al.(a(e (' a*e+(.me+*'< A re,-lar.a95' (' 1r'%lema /er -*.l.a(a -m /'8*?are 1ara ,e/*5' (e 1r'%lema/ 0&ama(' O0'm'+< A/ :r.a/ 8al&a/ '0'rr.(a/ e err'/ +a/ a*-al.a9e/ ' .m1'r*a+*e e m'(.8.0ar a 8'rma 0'm' e *ra*a(' '/ (a('/ e /5' ma+*.(a/ a/ .+8'rma9e/< Mel&'rar ' *r8e,' e 0r.ar -m am%.e+*e a(e-a(' (e (e/e+:'l:.me+*' e *e/*e/< A/ :a+*a,e+/ (' /'8*?are l.:re /5' .+mera/ a .m1leme+*a95' (e -m /./*ema 1'(e /a.r m-.*' ma./ %ara*a (' -e a .m1leme+*a95' (e /./*ema/ 1r'1r.e*r.'/< Pe+/a+(' (e -m m'(' ma./ am1l'2 .ma,.+e a/ :a+*a,e+/ -e 1a/e/ 0'm 1r'%lema/ 8.+a+0e.r'/ 1'(em *er 0'm a a('95' ( e /'8*?are/ l.:re/<
8- 0eferncia) iliogrca)
14
COEN2 R'%er*'< Ge/*5' (e &el1 (e/ e /er:.0e (e/< # e(< S5' Pa-l'= N':a*e02 !"##< !$ 1< ISBN K> Q>KQ!!>!K$> COEN2 R'%er*'< Im1la+*a95' (e &el1 (e/ e /er:.0e (e/< # e(< S5' Pa-l'= N':a*e02 !""< !" 1Q>KQ!!>#$6>D./1'+:el em=^ &**1=???(e/_ &**1=???
>Gl'//r.'
15 F.,-ra #= M'+.*'r (e O0'rr4+0.a/<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
UNIVERSIDADE PAULISTA
16 CURSO SUPERIOR DE TECNOLOGIA GESTÃO EM TECNOLOGIA DA INFORMAÇÃO
After the implementatio n of the incident
GILSON GABRIEL DA SILVA E SILVA
PIM VIII
PROJETO INTEGRADO MULTIDISCIPLINAR IMPLANTAÇÃO DE UM SISTEMA AUTOMATIZADO PARA O CLIENTE DA SOFTWARE DEVELOPER
Belém – Par !"#6
After the implementatio n of the incident
17 GILSON GABRIEL DA SILVA E SILVA
PIM VIII
PROJETO INTEGRADO MULTIDISCIPLINAR IMPLANTAÇÃO DE UM SISTEMA AUTOMATIZADO PARA O CLIENTE DA SOFTWARE DEVELOPER
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E3./*em :r.a/ 0la//.8.0a9e/ 1ara 8al&a/ +a l.*era*-ra< N'rmalme+*e2 e//a/ 0la//.8.0a9e/ a,r-1am a/ 8al&a/ em 8/.0a/ e &-ma+a/< Fal&a/ 8/.0a/ re8erem a 8al&a/ (e 0'm1'+e+*e/ (e &ar(?are e 8al&a/ &-ma+a/ 0'm1ree+(em 8al&a/ (e 1r')e*'2 (e0'rre+*e/ (a/ 8a/e/ (e (e/e+:'l:.me+*' (' /'8*?are2 8al&a/ (e .+*era95' 1'(em /er a0.(e+*a./ '- .+*e+0.'+a./< Ca/' ' e/*a(' errX+e' (' /./*ema +5' /e)a *ra*a(' em -m *em1' (e*erm.+a('2 '0'rrer -m (e8e.*'2 -e /e ma+.8e/*ar 1ela +5' e3e0-95' '- m-(a+9a .+(e/e)a(a +' /er:.9' e/1e0.8.0a('< C'm' 1'(e /er :./*' +a F.,-ra !2 além (e .+(.0ar -m e/*a(' errX+e'2 a '0'rr4+0.a (e -m (e8e.*' real.me+*a ' 0.0l' e 1'(e ,erar +':a/ 8al&a/< E//e 8e+Xme+' é 0'+&e0.(' 0'm' 1r'1a,a95' (a 8al&a e (e:e /er 0'+*.(' a*ra:é/ (' /e- 0'+8.+ame+*'< A/ 8al&a/ *am%ém 1'(em /er 0la//.8.0a(a/ /e,-+(' a /-a (-ra95'< Ne//a 1er/1e0*.:a2 a/ 8al&a/ /5' (./*r.%-(a/ em *r4/ ,r-1'/= #< Tra+/.e+*e/2 -a+(' e3./*e a 0&a+0e (a/ 8al&a/ '0'rrerem ma./ (e -ma :e ma/ +5' '%r.,a*'r.ame+*e2 1'r e3em1l'2 a .+:a/5' (' /./*ema 1'r -m &a0er !< I+*erm.*e+*e2 -a+(' a '0'rr4+0.a (a 8al&a /e re1e*e2 ma/ +5' +e0e//ar.ame+*e em 1er'('/ (e8.+.('/2 1'r e3em1l'2 a ma+.8e/*a95' (e -m :r-/ 1re/e+*e +' /./*ema < Perma+e+*e/2 -e /5' 0ara0*er.a(a/ 1ela /-a 1re/e+9a 0'+/*a+*e +' /./*ema2 1'r e3em1l'2 8al&a/ (e e/1e0.8.0a95' e .m1leme+*a95' dBr.*' !""Q< 22 A) falha) a))ociada) oca)ionam tr) categoria) de erro)
#< Err'/ (e .+8rae/*r-*-ra > 8al&a/ (e 0'm-+.0a95' '- &ar(?are
24
!< Err'/ (e /./*ema > 8al&a +' 1r@1r.' /'8*?are (' /./*ema (e ?'r8l'? < Err'/ (e a1l.0a9e/ e -/-r.'/ > (e0'rre+*e (a e3e0-95' (e (e*erm.+a(a *are8a 1'r 1ar*e ('/ me/m'/< Se ' err' é (e /./*ema e '0'rre +' Ba+0' (e Da('/ '+(e e/*5' 0'+*.(a/ a/ .+8'rma9e/ ('/ ?'r8l'?/2 ' me0a+./m' (e re1l.0a95'2 /e 1re/e+*e2 1'(e re/'l:er ' 1r'%lema< Ne/*e 0a/'2 -a+(' '/ (a('/ +e0e//r.'/ 1ara a e3e0-95' (a *are8a e/*.:erem l'0a./ a' (./1'/.*.:' em -e ela e/* /e+(' e3e0-*a(a2 a e3e0-95' +5' é .+*err'm1.(a< N' 0'+*e3*' (e re0-1era95' em 0a/' (e 8al&a/2 al,-ma/ al*er+a*.:a/ 1'(em /er -*.l.a(a/ 0'm ' .+*-.*' (e e:.*ar -e a e3e0-95' /e)a .+*err'm1.(a< P'r e3em1l'2 -a+(' -ma *are8a +5' 1-(er /er e3e0-*a(a2 (.:er/a/ *e+*a*.:a/ 1'(em /er 8e.*a/ a*é -e /e 0'+/.,a e3e0-*>la 0'm' +' 0a/' (a 8al*a (e re0-r/'/ '- *are8a/ al*er+a*.:a/ 1'(em /er e3e0-*a(a/ -a+(' 0er*' +mer' (e *e+*a*.:a/ 8al&'- 1ara e:.*ar -e a *are8a 8al&e< Se -ma *are8a al*er+a*.:a 8'r e3e0-*a(a +' l-,ar (a -e *.+&a 8al&a('2 0'+/.(era> /e -e a 8al&a 8'. re/'l:.(a< N' e+*a+*'2 e/*a a%'r(a,em (e -*.l.a95' (e *are8a/ al*er+a*.:a/ '- +':a/ *e+*a*.:a/ +5' '0'rre em ,ra+(e 1ar*e ('/ /./*ema/ (e ?'r8l'?< Para -e a re0-1era95' /e)a 1'//:el +' +:el (e *are8a/ e +5' a1e+a/ +' +:el (e ?'r8l'?/2 é +e0e//r.' -e *'(a a .+8'rma95' (e e3e0-95' (' ?'r8l'?2 .+0l-/.:e a-ela/ rela*.:a/ a 0a(a *are8a .+(.:.(-al2 /e)am armae+a(a/ (e m'(' 1er/./*e+*e< Me0a+./m'/ (e 1'+*'/ (e 0&e0a,em 1'(em /er *e./ *'r+a+(' ' 1r'0e//' (e re0-1era95' e8.0.e+*e2 /al:a+(' (a('/ (e *em1'/ em *em1'/< Me0a+./m'/ (e re0-1era95' /5' /em1re .+*.mame+*e l.,a('/ .+8rae/*r-*-ra (' /./*ema2 /-a ar-.*e*-ra2 +a*-rea ('/ e3e0-*'re/2 a'/ *.1'/ (e *are8a/ e (a +a*-rea (a [email protected] a1l.0a95' (e ?'r8l'?< A//.m -m +.0' me0a+./m' (e re0-1era95' (e 8al&a/ 1'(er +5' /er 0a1a (e re/'l:er 1r'%lema/ (e :r.'/ /./*ema/ /ema+*.0ame+*e (./*.+*'/< 3 erenciamento de +onguraçe)
A .m1la+*a95' (' ,ere+0.ame+*' (e 0'+8.,-ra95' ('/ re0-r/'/ -e 8aem 1ar*e (a .+8rae/*r-*-ra (e TI= &ar(?are2 /'8*?are2 ('0-me+*a9e/2 /er:.9'/ *er0e.r.a('/ '- -al-er .*em rela0.'+a(' .+8rae/*r-*-ra (e TI< O%)e*.:' 1r.mr.'= Pr':er -m m'(el' l@,.0' (e .+8rae/*r-*-ra '/er:.9'< O Gere+0.ame+*' (e L.%era9e/ (e:era 0'+*r'lar a/ l.0e+9a/ ('/ re0-r/'/ (e TI2 1ara -m 0'+*r'le e8e*.:' +a (./*r.%-.95' (e /'8*?are ' ITIL re0'me+(a -e a [email protected] (e *'('/ '/ /'8*?are/ /e)a ,-ar(a(a2 e/*e 1r'0e(.me+*' é a('*a(' 1ara m.+.m.ar 1r'%lema/ 0a-/a('/ 1'r -ma l.%era95' .+a(e-a(a (' /'8*?are< O%)e*.:' 1r.mr.'= Gara+*.r -e *'('/ '/ a/1e0*'/ (a l.%era95'2 *é0+.0'/ e +5' *é0+.0'/ /e)am 0'+/.(era('/ em 0'+)-+*'< O Gere+0.ame+*' (e C'+*.+-.(a(e (e Ser:.9'/ (e TI (e:er ,ara+*.r a e8.00.a ('/ 1la+'/ (e 0'+*.+,4+0.a e a re0-1era95' ('/ /er:.9'/ (e TI a1@/ a '0'rr4+0.a (e -m (e/a/*re2 ' '%)e*.:' :a. além (e (./1'+.%.l.ar e re0-1erar '/ /er:.9'/ (e TI= é 8aer 0'm -e a 'r,a+.a95' :'l*e em me+'r *em1' 1'//:el a '1erar2 (ar 0'+*.+-.(a(e a' +e,@0.' e a' a*e+(.me+*' a' 0l.e+*e< O%)e*.:' 1r.mr.'= Gara+*.r -e -ma .+8rae/*r-*-ra m+.ma (e TI 1'//a /er re0-1era(a em -m 1ra' 1ré>(e*erm.+a(' e a0'r(a(' a1@/ -m (e/a/*re '- -ma 0r./e< A 1re'0-1a95' é re/*a%ele0er -m /er:.9' em me+'r *em1' 1'//:el2 m.+.m.a+(' '/ .m1a0*'/ +' +e,@0.' e/*a%ele0.('/ +' a0'r(' (e +:el (e /er:.9' SLA< O ITIL 0'+/.(era 0'm' .+0.(e+*e -al-er a0'+*e0.me+*' -e +5' 8a 1ar*e (a '1era95' 1a(r5' (e -m /./*ema '- /er:.9' e -e 1'(e (e/e/*a%.l.ar -m /er:.9' '- /-a -al.(a(e< O Ser:.0e De/ é ' re/1'+/:el 1'r re,./*rar *'('/ '/ .+0.(e+*e/ (a rea (e TI< O%)e*.:' 1r.mr.'= Re/*a-rar a '1era95' +'rmal (e -m /er:.9' ' ma./ r1.(' 1'//:el2 m.+.m.a+(' '/ .m1a0*'/ +e,a*.:'/ (e +e,@0.'< 4 erenciamento de !rolema)
O Gere+0.ame+*' (e Pr'%lema/ (e:er5' /e 0'+0e+*rar em e+0'+*rar '/ err'/ 0'+&e0.('/ (a .+8rae/*r-*-ra (e TI<
25 T-(' -e é real.a(' +e/*e 1r'0e//' e/* :'l*a(' a= f E+0'+*rar '/ err'/ 0'+&e0.('/< f I(e+*.8.0ar /'l-9e/ al*er+a*.:a/ 1ara el.m.+ar '/ err'/ 0'+&e0.('/< f Le:a+*ar a/ /'l.0.*a9e/ (e al*era95' +' 0a/' (e /er +e0e//r.a -ma al*era95' 1ara a /'l-95' ('/ 1r'%lema/ .(e+*.8.0a('/< f Ver.8.0ar /e a1@/ e3e0-*ar a /'l-95' (e -m 1r'%lema ' err' (e/a1are0e< O ,ere+0.ame+*' (e 1r'%lema/ *am%ém é -m 1r'0e//' 1r'a*.:'2 '- /e)a2 '/ 1r'%lema/ /5' .(e+*.8.0a('/ 1ara /erem /'l-0.'+a('/ a+*e/ (e '0'rrer ' err'< A 8.,-ra a /e,-.r m'/*ra '+(e e/* ' 1r'0e//' (e Gere+0.ame+*' (e Pr'%lema/ e a rela95' 0'm '-*r'/ 1r'0e//'/< O Gere+0.ame+*' (e Pr'%lema/ *em 0'm' '%)e*.:' m.+.m.ar ' .m1a0*' a(:er/' (e .+0.(e+*e/ e 1r'%lema/ +' +e,@0.'2 0a-/a('/ 1'r err'/ +a .+8rae/*r-*-ra (e TI2 %em 0'm' a 1re:e+95' (e .+0.(e+*e/ re0'rre+*e/ rela0.'+a('/ a e//e/ err'/< O Gere+0.ame+*' (e Pr'%lema/ 1'(er %e+e8.0.ar (a /e,-.+*e 8'rma= f A-me+*a a 1r'(-*.:.(a(e (' -/-r.' (e:.(' re(-95' ('/ *em1'/ (e -e(a (' /er:.9'< f Ma.'r 1r'(-*.:.(a(e (' 1e//'al (e /-1'r*e2 1'./ 0'+/-l*ar '/ %a+0'/ (e (a('/ (e 0'+&e0.me+*' '+(e e/*5' / /'l-9e/ (e8.+.*.:a/ e *em1'rr.a/ re(- '/ *em1'/ (e /-1'r*e< f F'0' 1r'a*.:' a' .+:é/ (e rea*.:'< f Mel&'ra a/ rela9e/ e+*re 0l.e+*e/ e ' 1r':e('r (' /er:.9' (e TI2 ,ra9a/ a -ma ma.'r -al.(a(e (a /-a e+*re,a e /-1'r*e< 41 )taelecendo a linguagem no erenciamento de !rolema) 411-+onceito)
Ne/*a /e95' e/*a%ele0erem'/ -ma l.+,-a,em 0'm-m (e *erm'/ -*.l.a('/ +' Gere+0.ame+*' (e Pr'%lema/< f Pr'%lema= Uma 0'+(.95' .(e+*.8.0a(a 'r.,.+a(a 1'r ml*.1l'/ .+0.(e+*e/ -e m'/*ram /.+*'ma/ 0'm-+/ '- 1'r -m .+0.(e+*e /.,+.8.0a*.:' (' -al +5' /e 0'+&e0e a 0a-/a< Um 1r'%lema 1'(e /er (e8.+.(' 1'r= A re1e*.95' (e .+0.(e+*e/ 0'm /.+*'ma/ 0'm-+/2 +'/ -a./ a 0a-/a é (e/0'+&e0.(a Um .+0.(e+*e 1r.+0.1al2 (' -al /e (e/0'+&e0e a /-a 0a-/a ra.< f +'?+ Err'r '- Err' 0'+&e0.('= Uma 0'+(.95' .(e+*.8.0a(a 1'r -m (.a,+@/*.0' 0'rre*' (a 0a-/a 'r.,em (e -m 1r'%lema a' 0'+8.rmar a 8al&a (e -m eleme+*' (e 0'+8.,-ra95'< f W'rar'-+( '- S'l-95' Tem1'rr.a= Mé*'(' -e e:.*a ' .+0.(e+*e '- 1r'%lema a*ra:é/ (e -ma re1ara95' *em1'rr.a< 42 Ati#idade) do proce))o de erenciamento de !rolema)
O 0'+*r'le (e 1r'%lema/2 0'+*r'le (e err'/ e ,ere+0.ame+*' 1r'a*.:' (e 1r'%lema/ (e:er 8aer 1ar*e (' e/0'1' (' 1r'0e//' (e ,ere+0.ame+*' (e 1r'%lema/2 -e em *erm'/ (e (e8.+.95'2 (. -e
26 -m 1r'%lema é a 0'+(.95' .(e+*.8.0a(a (e -m '- ma./ .+0.(e+*e/ e -m err' 0'+&e0.(' é -m 1r'%lema (.a,+'/*.0a(' 0'm /-0e//' e 1el' -al 8'. .(e+*.8.0a(a -ma /'l-95' *em1'rr.a< A/ a*.:.(a(e/ 1r.+0.1a./ e a/ /-%a*.:.(a(e/ (' 1r'0e//' (e Gere+0.ame+*' (e Pr'%lema/ /5'= f C'+*r'le (e 1r'%lema/ – I(e+*.8.0ar e re,./*rar – Cla//.8.0ar – Pe/-./ar e (.a,+'/*.0ar f C'+*r'le (e err'/ – I(e+*.8.0ar e re,./*rar – A:al.ar – Re,./*rar a /'l-95' e ' 8e0&ame+*' – M'+.*'rar ' 1r'%lema f Pre:e+95' 1r'a*.:a (e 1r'%lema/ – A+al./ar *e+(4+0.a/ – Me(.(a (e /-1'r*e 0'm '%)e*.:'/ (e8.+.('/ – Pr'1'r0.'+ar .+8'rma95' em1re/a f I(e+*.8.0a95' (e *e+(4+0.a/ f C'm1le*ar re:./5' (e 1r'%lema/ 1r.+0.1a./< A/ /a(a/ (' 1r'0e//' (e Gere+0.ame+*' (e Pr'%lema/ /5'= f Err'/ 0'+&e0.('/ f S'l.0.*a9e/ (e al*era95' f A*-al.a95' ('/ re,./*r'/ (e 1r'%lema/ f C'm1ara95' e+*re 1r'%lema/ e err'/ 0'+&e0.('/ f C'+*r'le (e 1r'%lema/ f C'+*r'le (e err'/ f Pre:e+95' 1r'a*.:a (e 1r'%lema/ f I(e+*.8.0a95' (e *e+(4+0.a/ f Re:./5' (e 1r'%lema/ 1r.+0.1a./ 43 +ontrole de prolema)
De+*r' (e/*a a*.:.(a(e /er5' real.a(a/ a/ /e,-.+*e/ *are8a/= f I(e+*.8.0a95' e re,./*r' (e 1r'%lema/ f Cla//.8.0a95' (' 1r'%lema f Pe/-./a e (.a,+@/*.0' (' 1r'%lema< O/ 1r'%lema/ me+0.'+a('/ /5' +a .+8rae/*r-*-ra (e TI e 1ara ' re,./*r' ('/ 1r'%lema/ /er5' .+0l-(a/ 0a*e,'r.a2 .m1a0*'2 -r,4+0.a e 1r.'r.(a(e (' 1r'%lema<
O/ :al're/ (e .m1a0*'2 -r,4+0.a e 1r.'r.(a(e /5' '/ me/m'/ -*.l.a('/ +'/ 1r'0e//'/ (e Gere+0.ame+*' (e I+0.(e+*e/ e Gere+0.ame+*' (e Al*era9e/ 1ara 0'+*.+-ar 0'm -m 1a(r5'2 1ara -e 0a(a 1r'0e//' +5' a1re/e+*e :al're/ (.8ere+*e/< E/*a a*.:.(a(e é re/1'+/:el 1'r ma+.1-lar ' 1r'%lema (e -ma 8'rma e8.0.e+*e e e8e*.:a e ' /e 1r.+0.1al '%)e*.:' é .(e+*.8.0ar a 0a-/a ra. (e -m eleme+*' 0'm 8al&a e 1r'1'r0.'+ar a' el1 De/ .+8'rma9e/ -e 1'//am a-3.l.ar +a re0'me+(a95' (e -ma /'l-95' *em1'rr.a2 /e e/*.:er (./1'+:el< 44 +ontrole de erro)
27 O '%)e*.:' (e/*a a*.:.(a(e (e 0'+*r'le é 0'%r.r ' 1r'0e//' (e e:'l-95' (e -m err' 0'+&e0.(' a*é a /-a el.m.+a95'2 a*ra:é/ (a .m1la+*a95' (e -ma al*era95' -e 0'me9a 0'm -ma RFC< A/ *are8a/ e/1e08.0a/ real.a(a/ 1el' 0'+*r'le (e err'/ /5'= f I(e+*.8.0a95' e re,./*r' (' err'< f A:al.a95' (' err'< f Re,./*r' (a /'l-95' (' err' a 1ar*.r (a 1e/-./a (a /'l-95' e (a ,era95' (e -ma RFC< f F.+al.a95' (' err'< f M'+.*'rame+*' (a e:'l-95' (a /'l-95' (' err'< 45 !re#enção proati#a de prolema
E/*a a*.:.(a(e (e:er /er real.a(a 0'm' 1re:e+95' 1r'a*.:a (e 1r'%lema/ 1ara *e+*ar el.m.+ar .+0.(e+*e/2 1r'%lema/ e al*era9e/ (e:.(' / 8al&a/ +a .+8rae/*r-*-ra (e TI< Uma %'a 1re:e+95' 1r'a*.:a é 0'+/e,-.(a a*ra:é/ (a .(e+*.8.0a95' (e *e+(4+0.a/ +'/ 1r'%lema/ '0'rr.('/ +a em1re/a e a//.m2 1'(er *'mar me(.(a/ -e (.m.+-am '- el.m.+em a 1re/e+9a (e .+0.(e+*e/ re.+0.(e+*e/ +a em1re/a< 46 0elação do proce))o de erenciamento de !rolema) com outro) proce))o)
Ca(a -m ('/ 1r'0e//'/ (e Gere+0.ame+*' (e E+*re,a e S-1'r*e (e Ser:.9'/ e Gere+0.ame+*' (e Pr'%lema/ a1re/e+*a rela95' 0'm '-*r'/ 1r'0e//'/< A 8.,-ra a /e,-.r m'/*ra e/*a rela95'< f el1 De/= Um 1r'%lema é 'r.,.+a(' 1'r :r.'/ .+0.(e+*e/ (' me/m' *.1' '- 1'r -m .+0.(e+*e 0'm -m .m1a0*' m-.*' ,ra+(e +' /er:.9'2 -e é .+8'rma(' a' el1 De/ em -m 1r.me.r' m'me+*'< f Gere+0.ame+*' (e Al*era9e/= N'rmalme+*e -m 1r'%lema é re/'l:.(' a 1ar*.r (a ra. 0'm -ma al*era95'2 -e 1'(e /er (e 0'+8.,-ra95' '- (e /'8*?are '- &ar(?are (e1'./ (e 1a//ar 1el' 1r'0e//' (e ,ere+0.ame+*' (e al*era9e/< f Ba+0' (e (a('/ (e ,ere+0.ame+*' (e 0'+8.,-ra95' CMDB= T'(a a .+8'rma95' (a 0'+8.,-ra95' ('/ eleme+*'/ (a .+8rae/*r-*-ra e+0'+*ra>/e a-.2 1'r*a+*'2 -al-er al*era95' (e:e /er 1r.me.rame+*e 0'+/-l*a(a e (e1'./2 a*-al.a(a< 5 Admini)trador de !rolema)
O A(m.+./*ra('r (e Pr'%lema/ *er a m.//5' (e ,ara+*.r ' 0-m1r.me+*' (' 1r'0e//'2 1'l*.0a/ e 1r'0e(.me+*'/ (' Gere+0.ame+*' (e Pr'%lema/ 1ara real.ar '/ /er:.9'/ (e TI e /-1r.r a/ +e0e//.(a(e/ (e +e,@0.'/ ('/ -/-r.'/ e (e:er /er re/1'+/:el2 1era+*e a Em1re/a 1el' 1r'0e//' (e Gere+0.ame+*' (e Pr'%lema/< De:er 1la+e)ar a/ e/*ra*é,.a/2 ,ara+*.+(' /'l-95' 1ara '/ 1r'%lema/ +' me+'r *em1' 1'//:el2 e 0'm '/ re0-r/'/ +e0e//r.'/2 a1l.0a+(' a-(.*'r.a/ +' 1r'0e//' (e 1r'%lema/2 ma+*e+(' rela95' 0'm a/ (ema./ rea/ e 1r'0e//'/ ,ara+*.(' -e /e)a real.a(a a mel&'r.a 0'+*+-a (' Gere+0.ame+*' (e Pr'%lema/< O A(m.+./*ra('r (e Pr'%lema/ (e:er *er a%.l.(a(e/ a(m.+./*ra*.:a/2 +a E+,e+&ar.a (e /./*ema/ '- 0arre.ra 0'rrela*a2 e31er.4+0.a +a '1era95' (e TI2 0'+&e0.me+*' e e31er.4+0.a em *e0+'l',.a/ (a .+8'rma95'2 0'+&e0.me+*' (a/ 8errame+*a/ 1ara ' Gere+0.ame+*' (e Pr'%lema/2 0'+&e0.me+*' (a 'r,a+.a95'2 e31er.4+0.a +a A(m.+./*ra95' P%l.0a2 8a0.l.(a(e (e 0'm-+.0a95'2 8-+(ame+*'/ (e ITIL 'MOF2 '- Pra0*.*.'+er em ITIL2 0a1a0.(a(e (e *ra%al&' em e-.1e2 0'+&e0.me+*' e e31er.4+0.a em I+8rae/*r-*-ra (a 'r,a+.a95' e I+,l4/ 8l-e+*e< $< C''r(e+a('r (e Pr'%lema/ O C''r(e+a('r (e Pr'%lema/ *er a m.//5' (e ,ara+*.r -e /e)am 0-m1r.(a/ *'(a/ a/ 1'l*.0a/ e 1r'0e(.me+*'/ (' Gere+0.ame+*' (e Pr'%lema/< Ter a re/1'+/a%.l.(a(e (e real.ar a 0a1a0.*a95' e 0'+/0.e+*.a95' (' 0l.e+*e em rela95' a' ,ere+0.ame+*' (e 1r'%lema/2 (e:er 0la//.8.0ar e a0'm1a+&ar '/ 1r'%lema/ a1re/e+*a('/ 1el'/ 0l.e+*e/ (e:er ,erar e re:./ar rela*@r.'/ ,ere+0.a./ (' 0'm1'r*ame+*' (' 1r'0e//' (e ,ere+0.ame+*' (e 1r'%lema/ -e /er:.r5' 1ara a mel&'r.a 0'+*+-a<
28 K< E/1e0.al./*a (e Pr'%lema/ •
M.//5'
O E/1e0.al./*a (e Pr'%lema/ *er a m.//5' a1'.ar ' C''r(e+a('r (e Pr'%lema/ 0'm a 0la//.8.0a95' e a %-/0a (a 0a-/a ra. ('/ 1r'%lema/2 0'm a re/1'+/a%.l.(a(e (e .(e+*.8.0ar2 0la//.8.0ar e /'l-0.'+ar 1r'%lema/2 a+al./ar '/ rela*@r.'/ e .+8'rma95' ('/ 1r'%lema/ e err'/2 a0'm1a+&arem ' 1r'0e(.me+*' e/*a%ele0.(' +' m'me+*' (e real.ar -ma S'l.0.*a95' (e A*e+(.me+*' a Pr'%lema/ '- Err'/ C'+&e0.('/ e 1ar*.0.1ar (' 1r'0e(.me+*' (e mel&'r.a 0'+*+-a< O/ 8a*'re/ .m1'r*a+*e/ -e (e:er *er 1ara a*.+,.r ' /-0e//' +' 1r'0e//' (e Gere+0.ame+*' (e Pr'%lema/ /5'= f Um re,./*r' e8e*.:' e a-*'ma*.a(' (e .+0.(e+*e/ 0'm -ma 0la//.8.0a95' a(e-a(a /er 8-+(ame+*al 1ara ' /-0e//' (' Gere+0.ame+*' (e Pr'%lema/< f E/*a%ele0er '%)e*.:'/ a*.+,:e./ -*.l.a+(' 1e//'al 0'm *ale+*' 1ara re/'l:er '/ 1r'%lema/< f Te+(' em :./*a ' 1'*e+0.al 0'+8l.*' (e .+*ere//e/ e+*re ' Gere+0.ame+*' (e I+0.(e+*e/ e ' Gere+0.ame+*' (e Pr'%lema/2 (e:er e3./*.r -ma ,ra+(e 0''1era95' e+*re am%'/ '/ 1r'0e//'/< a:er al,-+/ 0-/*'/ a//'0.a('/ 0'm ' 1r'0e//' (e Gere+0.ame+*' (e Pr'%lema/2 *a./ 0'm'= f C-/*'/ (e 0'm1ra (e 8errame+*a/ 1ara .m1leme+*a95' (' 1r'0e//' (a Pr'1'/*a (' M'(el' (e A0'r(' (e N:el (e Ser:.9'2 ' '%)e*.:' (' a0'r(' (e +:el (e /er:.9' /er /er:.r 0'm' ,-.a2 1ara a*.:.(a(e/ 0r.*.0a/ -e +e0e//.*ar (e m'+.*'rame+*' e 0'+*r'le2 ' m'(el' a-. 1r'1'/*' é 1r'(-*' (a a+l./e (e (.:er/a/ .+.0.a*.:a/ (e/*a +a*-rea e (a 1r*.0a (' e3er00.' (e a*.:.(a(e/ 1r'8.//.'+a./< A (e8.+.95' (' a0'r(' (e +:el (e /er:.9' 1r'1r.ame+*e (.*' *er 1'r '%)e*.:' e/0lare0er ' e/0'1'2 '/ +:e./ (e /er:.9' 0'+*ra*a('/ e '/ :al're/ e+:'l:.('/ 1ara '/ +:e./ (e /er:.9' 0'+*ra*a('/< Além (./*'2 /er m-.*' .m1'r*a+*e re,./*rar a/ 1ar*e/ e+:'l:.(a/ %em 0'm' /e-/ 1a1é./ e re/1'+/a%.l.(a(e/< A (e8.+.95' (a ,e/*5' (' a0'r(' (e +:el (e /er:.9' *ra*ar (a (e8.+.95' (e mé*r.0a/2 .+(.0a('re/ e rela*@r.'/ +e0e//r.'/ 1ara ,ara+*.r ' -e 8'. a0'r(a(' +'/ /er:.9'/ e +:e./ (e /er:.9'/< K<#< Cla//.8.0a95' (e I+0.(e+*e/ Para /'l-0.'+arm'/ '/ 1r'%lema/ (a 0la//.8.0a95' (a/ .+8'rma9e/ ('/ .+0.(e+*e/2 /er 0r.a(' -m Ser:.0e De/ -e é -ma 8-+95' (' ITIL -e *em 1'r '%)e*.:' /er -m 1'+*' +.0' (e 0'+*a*' (.r.' e+*re ' 0l.e+*e2 -/-r.'2 8'r+e0e('re/ e a rea (e TI 1ara re,./*r' (e .+0.(e+*e/ '- re-./.9e/ (e /er:.9'/< Ser re/1'+/:el 1'r *'(' 0.0l' (e :.(a (' .+0.(e+*e (e/(e ' m'me+*' em -e ele é re1'r*a(' e 0la//.8.0a(' a*é a /-a /'l-95'< N' e/0'1' (e /-a/ 8-+9e/ e/* 1r':er (.re*r.e/2 0'+/el&'/ a'/ 0l.e+*e/ e *ra*ar (e a//-+*'/ 0'm /'l-9e/ r1.(a/ a 8.m (e m.+.m.ar a/ .+*err-19e/ 0a-/a(a/ 1'r -ma 1'//:el 8al&a +' /./*ema '/er:.9'2 8ar a 0la//.8.0a95' e 0'+*r'le ('/ .+0.(e+*e/2 .r m'+.*'rar e re1'r*ar ' 1r',re//' ('/ .+0.(e+*e/ '- 1r'%lema/ a'/ 0l.e+*e/ e /er re/1'+/:el 1el' m'+.*'rame+*' (a re/'l-95' ('/ .+0.(e+*e/ re1'r*a('/< O '%)e*.:' 1r.mr.' /er 8'r+e0er -m 1'+*' +.0' (e 0'+*a*' 1ara '/ -/-r.'/ ('/ /er:.9'/ (e TI2 /e+(' re/1'+/:el 1'r re/*a-rar a '1era95' +'rmal (e -m /er:.9' (e TI 0'm ' m+.m' (e .m1a0*' +'/ +e,@0.'/2 a//.m 0'm' re,./*rar *'(a/ a/ al*era9e/2 .+0.(e+*e/ e /'l.0.*a9e/ 0'm' me.' (e am1l.ar ' 0'+&e0.me+*' ,eral (' +e,@0.'<
29
8 $er#ice $upport
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3' a1re+(.a(' (e//e/ aler*a/ re0e%.('/ e a+*e0.1ar /'l-9e/ 0'm1a*:e./ 0'm a/ +e0e//.(a(e/ e e3.,4+0.a/ ('/ 0l.e+*e/< Para ,ere+0.ar e ,ara+*.r ' 8l-3' (e .+8'rma9e/ (-ra+*e ' 1r'0e//'2 a O-:.('r.a -*.l.ar (e -m /./*ema 0'r1'ra*.:' (e *ra*ame+*' e ,e/*5' (a/ ma+.8e/*a9e/ ('/ 0l.e+*e/2 ' -al 8.0ar armae+a(' '/ (a('/ +e0e//r.'/ 1ara ' a*e+(.me+*'< O 0l.e+*e 1'(er re,./*rar /-a/ ma+.8e/*a9e/ a*ra:é/ (e Ca+a./ (e A*e+(.me+*' 1r@1r.' 'al,-m me.' (e Im1re+/a2 Car*a2 +' BACEN2 +' PROCON< A O-:.('r.a re0e%er a ma+.8e/*a95'2 a -al /er a+al./a(a2 re,./*ra(a e e+0am.+&a(a a' ,e/*'r 1el' /./*ema (e m'+.*'rame+*'2 ' Ge/*'r re0e%er a ma+.8e/*a95'2 /'l-0.'+a e e+0am.+&a a re/1'/*a O-:.('r.a2 :.a /./*ema2 a O-:.('r.a re0e%er e a:al.ar a re/1'/*a2 0a/' e/*e)a '2 e+0erra a ma+.8e/*a95'< Ca/' 0'+*rr.'2 a me/ma /er re*'r+a(a a' ,e/*'r< A O-:.('r.a e3er0er 1erma+e+*e 8'll'?>-1 0'm '/ ,e/*'re/ ('/ 1r'0e//'/2 1r'(-*'/ e /er:.9'/2 ('/ a1'+*ame+*'/ a*é a 0'+0re*.a95' (a/ a9e/ (e 0'rre95'2 8ar5' a0'm1a+&ame+*' (e 1ra'/ (a/ re/1'/*a/2 a+al./ar 1'r am'/*ra,em (e !Q[ (a -al.(a(e (a/ re/1'/*a/ '8ere0.(a/ / re0lama9e/ re,./*ra(a/2 8ar a:al.a95' (' +:el (e /a*./8a95' ('/ ma+.8e/*a+*e/ 1el' A*e+(.me+*' e ela%'ra95' (e rela*@r.' /eme/*ral2 /'%re /-a a*-a95'< Ter 0'm' '%)e*.:'2 0'+-./*ar2 ma+*er e am1l.ar 1erma+e+*eme+*e ' +mer' (e 0l.e+*e/ e mel&'rar 0'+*.+-ame+*e a -al.(a(e +' a*e+(.me+*' ('/ /e-/ 1r'0e//'/2 1r'(-*'/ e /er:.9'/2 real.ar 0'+/*a+*e/ .+:e/*.me+*'/ em *e0+'l',.a (a .+8'rma95'2 em a-*'ma95' %a+0r.a e *am%ém em 1r',rama/ (e *re.+ame+*'/ .+*e+/'/ e e/1e08.0'/ 1ara ' (e/e+:'l:.me+*' (' 1'*e+0.al ('/ /e-/ 8-+0.'+r.'/2 a 8.m (e 0r.ar -m am%.e+*e 8a:'r:el a' *ra%al&' em e-.1e2 a' 0re/0.me+*' 1e//'al e e8.00.a 'r,a+.a0.'+al< Ne//e 0'+*e3*'2 ' 8'0' 1r.+0.1al (a Em1re/a (e:er /er a /a*./8a95' ('/ 0l.e+*e/ e ' (e/em1e+&' ('/ /e-/ 1r'(-*'/ e /er:.9'/2 0-)'/ re/-l*a('/ /er5' :er.8.0a('/ 1'r me.' (e .+(.0a('re/ e/1e08.0'/< Além (.//'2 (e:er 1'//-.r 0er*.8.0a95' (e S./*ema (e Ge/*5' Am%.e+*al – NBR ISO #6""# S./*ema/ (e Ge/*5' (e Se,-ra+9a e Sa(e O0-1a0.'+al – OSAS #""# e Re/1'+/a%.l.(a(e S'0.al SA """< 1' mpreendedori)mo
Em1ree+(e('r./m' (e/.,+a '/ e/*-('/ rela*.:'/ a' em1ree+(e('r2 /e- 1er8.l2 /-a/ 'r.,e+/2 /e/./*ema (e a*.:.(a(e/2 /e- -+.:er/' (e a*-a95'< Em1ree+(e('r é ' *erm' -*.l.a(' 1ara -al.8.0ar2 'e/1e0.8.0ar2 1r.+0.1alme+*e2 a-ele .+(.:(-' -e (e*ém -ma 8'rma e/1e0.al2 .+':a('ra2 (e /e (e(.0ar / a*.:.(a(e/ (e 'r,a+.a95'2 a(m.+./*ra95'2 e3e0-95' 1r.+0.1alme+*e +a ,era95' (e r.-ea/2 +a *ra+/8'rma95' (e 0'+&e0.me+*'/ e %e+/ em +':'/ 1r'(-*'/ – mer0a('r.a/ '- /er:.9'/ ,era+(' -m +':' mé*'(' 0'm ' /e- 1r@1r.' 0'+&e0.me+*'< ; ' 1r'8.//.'+al .+':a('r -e m'(.8.0a2 0'm /-a 8'rma (e a,.r2 -al-er rea (' 0'+&e0.me+*' &-ma+'< Tam%ém é -*.l.a(' – +' 0e+r.' e0'+Xm.0' – 1ara (e/.,+ar ' 8-+(a('r (e -ma em1re/a '- e+*.(a(e2 a-ele -e 0'+/*r-.- *-(' a (-ra/ 0-/*a/2 0r.a+(' ' -e a.+(a +5' e3./*.a<
1'1 Anli)e hi)trica
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31 h0r.a*.:'>(e/*r-*.:' (' 0a1.*al./m'2 1'r me.' (' (e/e+:'l:.me+*' (e +':a *e0+'l',.a '- (' a1r.m'rame+*' (e -ma a+*.,a – ' real 1a1el (a .+':a95'< E//e/ .+(.:(-'/ /5' '/ a,e+*e/ (e m-(a+9a +a e0'+'m.a< P'/*er.'rme+*e2 Pe*er Fer(.+a+( Dr-0er2 0'+/.(era(' h' 1a. (a a(m.+./*ra95' m'(er+a 2 é -e am1l.a a (e8.+.95' 1r'1'/*a 1'r Jea+>Ba1*./*e SaH2 (e/0re:e+(' '/ em1ree+(e('re/ 0'm' a-ele/ -e a1r':e.*am a/ '1'r*-+.(a(e/ 1ara 0r.ar a/ m-(a+9a/< O/ em1ree+(e('re/ +5' (e:em /e l.m.*ar a'/ /e-/ 1r@1r.'/ *ale+*'/ 1e//'a./ e .+*ele0*-a./ 1ara le:ar ' 0a%' ' a*' (e em1ree+(er2 ma/ m'%.l.ar re0-r/'/ e3*er+'/2 :al'r.a+(' a .+*er(./0.1l.+ar.(a(e (' 0'+&e0.me+*' e (a e31er.4+0.a2 1ara al0a+9ar /e-/ '%)e*.:'/< O 0'+0e.*' (e em1ree+(e('r./m' e/* *am%ém m-.*' rela0.'+a(' a'/ 1.'+e.r'/ (a al*a *e0+'l',.a (' Vale (' S.l0.'2 +a Cal.8@r+.a< A.+(a +'/ EUA2 ' Ba%/'+ C'lle,e *'r+'->/e -m ('/ ma./ .m1'r*a+*e/ 1@l'/ (e (.+am.a95' (' e/1r.*' em1ree+(e('r 0'm e+8'-e +' e+/.+' (e em1ree+(e('r./m' +a ,ra(-a95' e 1@/>,ra(-a95'2 0'm %a/e +a :al'r.a95' (a '1'r*-+.(a(e e (a /-1era95' (e '%/*0-l'/2 0'+e0*a+(' *e'r.a 0'm a 1r*.0a2 .+*r'(-.+(' a e(-0a95' 1ara ' em1ree+(e('r./m' a*ra:é/ (' 0-rr0-l' e (a/ a*.:.(a(e/ e3*ra0-rr.0-lare/< ; +'*@r.a a a*-al 4+8a/e (a(a a' em1ree+(e('r./m' e a .+':a95' 0'm' *ema/ 0e+*ra./ +a/ mel&'re/ U+.:er/.(a(e/ N'r*e>Amer.0a+a/< 1'2 : perl do empreendedor
O/ e/*-('/ +a rea (' em1ree+(e('r./m' m'/*ram -e a/ 0ara0*er/*.0a/ (' em1reee+(e('r '(' e/1r.*' em1ree+(e('r2 (a .+(/*r.a '- (a .+/*.*-.95'2 +5' é -m *ra9' (e 1er/'+al.(a(e< Para Mere(.*&2 Nel/'+ e Ne0& a1-( UFSCLED !""" 1< Q# hEm1ree+(e('re/ /5' 1e//'a/ -e *4m a &a%.l.(a(e (e :er e a:al.ar '1'r*-+.(a(e/ (e +e,@0.'/ 1r':er re0-r/'/ +e0e//r.'/ 1ara 1X>l'/ em :a+*a,e+/ e .+.0.ar a95' a1r'1r.a(a 1ara a//e,-rar ' /-0e//'< S5' 'r.e+*a(a/ 1ara a a95'2 al*ame+*e m'*.:a('/ a//-mem r./0'/ 1ara a*.+,.rem /e-/ '%)e*.:'/< O em1ree+(e('r *em -m +':' 'l&ar /'%re ' m-+(' me(.(a -e 1re/e+0.a a e:'l-95'< Val'r.a /-a/ e31er.4+0.a/2 :al'r.a /e- :al'r2 *'ma+(' (e0./e/ e (e0./e/ a0er*a(a/< A%re +':a/ *r.l&a/2 e31l'ra +':'/ 0'+&e0.me+*'/2 (e8.+e '%)e*.:'/ e ( ' 1r.me.r' 1a//'< De a0'r(' 0'm Ger%er #$2 ' /é0-l' gVIII 8'. mar0a(' 1'r ,ra+(e/ m'(.8.0a9e/ +'/ 1r'0e//'/ .+(-/*r.a./< A re:'l-95' .+(-/*r.al *e:e .+0.' +' /é0-l' gVII2 /e 0ara0*er.a+(' 1ela m-(a+9a ('/ 1r'0e//'/ 1r'(-*.:'/ -e eram 8e.*'/ ma+-alme+*e e 1a//aram a /er 8e.*'/ 1'r m-.+a/< E//a é1'0a m'(.8.0'- '- *ra+/8'rm'- '/ me.'/ (e 1r'(-95'2 a/ rela9e/ e0'+Xm.0a/2 a/ rela9e/ /'0.a./ e a/ rela9e/ 0-l*-ra./< C'm' 0'+/e-4+0.a a0'+*e0e- a (.:./5' (' *ra%al&'2 a 1r'(-95' em /ér.e e a -r%a+.a95'< O &'mem 1a//'- a /er :./*' 0'm' -ma m-.+a 1r'(-*.:a e +5' 0'm' ,e+*e Le.*e2 !"""< Pr'0-ra+(' 0a(a :e ma./ a e8.00.a2 /-r,.ram '/ ,ra+(e/ 1e+/a('re/ al.a('/ a'/ .+*ere//e/ ('/ em1re/r.'/< Ce+r.'/ 0'm +':a/ e/*ra*é,.a/< Fala//e em mare*.+, e rela9e/ &-ma+a/< A/ .(e.a/ (e TaHl'r .m1eram2 1'rém ' 0'+/-m.('r /e 8a '-:.r2 /-r,.+(' a /e,me+*a95' (' mer0a(' (e Sl'a+= a (.:er/.(a(e2 m'(el'/ e/1e08.0'/ 1ara -/-r.'/ (.8ere+*e/< Ela 8'. 0'l'0a(a em 0&e-e 0'm ' m-+(' (a .+8'rm*.0a2 0'm a +':a :./5' (e m-+('< O-:.->/e2 e+*5'2 Pe*er Dr-0er2 0'+/.(era(' ' 1a. (a ,e/*5'< C'l'0'->/e (e la(' ' me0a+.0./m' e /-r,.- a 1re'0-1a95' 0'm ' .+(.:(-'< De/0'%r.->/e -e2 1ara ' %'m (e/em1e+&'2 a-*'e/*.ma é :.*al< C'm a/ *e0+'l',.a/ (e .+8'rma95'2 ' &'mem 1a//a a /er ' 0e+*r' (a/ a*e+9e/< ')e2 8ala>/e (' hCa1.*al I+*ele0*-al -e +a(a ma./ é (' -e= 0'+&e0.me+*'2 e31er.4+0.a2 e/1e0.al.a95'< Ferrame+*a/ '- e/*ra*é,.a/ -*.l.a(a/ 1ara /e *er /-0e//' e /er 0'm1e*.*.:'< A m5'>(e>'%ra 1a//a a /er 0a%e9a>(e>'%ra< ; ' 0'+&e0.me+*' e a 0a1a0.(a(e ,era+(' +':a/ .(e.a/< O 8'0' e/* +a/ 1e//'a/< A//.m2 ' 1er8.l (' 1r'8.//.'+al (e /-0e//' -e l.(era /-a/ 0'+0e19e/ e /-a/ a*.*-(e/ e/* em 1e//'a/ -e 0'+/e,-em &arm'+.ar e/8'r9'/ .+(.:.(-a./ '- 0'le*.:'/ e -e 0r.am al,' +':' e 0r.a*.:'< Se,-+(' Le.*e!"""2 +a/ -al.(a(e/ 1e//'a./ (e -m em1ree+(e('r2 e+*re m-.*a/2 (e/*a0am>/e= a .+.0.a*.:a % :./5' 0 0'ra,em ( 8.rmea e (e0./5'
32 8 a*.*-(e (e re/1e.*' &-ma+' , 0a1a0.(a(e (e 'r,a+.a95' e (.re95'< Tra9ar me*a/2 a*-al.ar 0'+&e0.me+*'/ /er .+*el.,e+*e2 (' 1'+*' (e :./*a em'0.'+al2 0'+&e0er *e'r.a/ (e a(m.+./*ra95'2 (e -al.(a(e e ,e/*5'2 /5' m-(a+9a/ (e0'rre+*e/ (a ,l'%al.a95' e (a re:'l-95' (a .+8'rma95'< O em1ree+(e('r (e:e 8'0al.ar ' a1re+(.a(' +'/ -a*r' 1.lare/ (a e(-0a95'= a1re+(er a 0'+&e0er2 a1re+(er a 8aer2 a1re+(er a 0'+:.:er e a1re+(er a /er2 e 0'm .//'2 /er 0a1a (e *'mar a (e0./5' 0er*a 8re+*e 0'+0'rr4+0.a e3./*e+*e< N':a/ &a%.l.(a(e/ :4m /e+(' e3.,.(a/ ('/ 1r'8.//.'+a./ 1ara 1'(erem e+8re+*ar a ,l'%al.a95' 0'm re/1'+/a%.l.(a(e2 0'm1e*4+0.a e a-*'+'m.a< B-/0am>/e 1r'8.//.'+a./ -e (e/e+:'l:eram +':a/ &a%.l.(a(e/ e 0'm1e*4+0.a/2 0'm 0'ra,em (e arr./0ar>/e e (e a0e.*ar +':'/ :al're/2 (e/0'%r.+(' e *ra+/1'+(' /e-/ l.m.*e/< O 8-*-r' é 0&e.' (e .+0er*ea/2 1'r .//'2 é 1re0./' re8le*.r /'%re= &a%.l.(a(e/ 1e//'a./ e 1r'8.//.'+a./ 0r.a*.:.(a(e [email protected] 0'm-+.0a95' 0'm' e+8re+*ar e/*e /é0-l'< D.8ere+0.ar>/e ('/ (ema./2 re:al.(ar /e- (.1l'ma 1e//'al e 1r'8.//.'+al2 re:er 0'+:.09e/2 .+0'r1'rar '-*r'/ 1r.+01.'/2 m-(ar 1ara(.,ma/2 /'%re1'r .(e.a/ a+*.,a/ / +':a/ :er(a(e/2 e/*e é ' 1er8.l (' 1r'8.//.'+al -e2 *r'0a+(' .+8'rma9e/2 (a('/ e 0'+&e0.me+*'/2 1'(er 8aer 1ar*e (' 0e+r.' (a/ 'r,a+.a9e/ -e a1re+(em2 (a/ 'r,a+.a9e/ (' 8-*-r'< S5' m-(a+9a/ /'0.'0-l*-ra./ e *e0+'l@,.0a/ -e 8aem re1e+/ar &%.*'/ e a*.*-(e/ 8re+*e / +':a/ e3.,4+0.a/ (' mer0a('< C'+-./*a>/e a a-*'+'m.a 1r'8.//.'+al -a+(' /e é 1er/e:era+*e2 (e*erm.+a('2 a1re+(.2 8le3:el e -a+(' /e *em= P'/.*.:.(a(e2 Or,a+.a95'2 Cr.a*.:.(a(e2 I+':a95'2 F'0'< E//a/ -al.(a(e/ a)-(am a :e+0er a 0'm1e*.*.:.(a(e ('/ *em1'/ m'(er+'/< Pela e31er.4+0.a 1'(e>/e a8.rmar -e a ma.'r.a (a/ 1e//'a/2 /e e/*.m-la(a/2 1'(em (e/e+:'l:er &a%.l.(a(e/ em1ree+(e('ra/< O-:e>/e e 8ala>/e -e ' em1ree+(e('r 1re0./a *er :./5'< V./5' 1e//'al< Uma :./5' -e :em (e (e+*r'< A ma.'r.a (a/ 1e//'a/ *em 1'-0a +'95' (a :er(a(e.ra :./5'2 ('/ +:e./ (e /.,+.8.0a('< Me*a/ e '%)e*.:'/ +5' /5' :./5'< Ser :./.'+r.' é .ma,.+ar 0e+r.'/ 8-*-r'/2 -*.l.a+('>/e (e .ma,e+/ me+*a./< Ter :./5' é 1er0e%er 1'//.%.l.(a(e/ (e+*r' (' -e 1are0e /er .m1'//:el< ; /er al,-ém -e a+(a2 0am.+&a '- :.a)a 1ara .+/1.rar 1e+/ame+*'/ .+':a('re/< E//e e+8'-e /e :'l*a (./1'/.95' (e a//-m.r r./0'/ e +em *'(a/ a/ 1e//'a/ *4m e/*a me/ma (./1'/.95'< N5' 8'. 8e.*' 1ara /er em1ree+(e('r -em 1re0./a (e -ma :.(a re,ra(a2 &'rr.'/ 0er*'/2 /alr.' ,ara+*.(' +' 8.m (' m4/< O em1ree+(e('r a//-me r./0'/ e /e- /-0e//' e/* +a h0a1a0.(a(e (e 0'+:.:er 0'm ele/ e /'%re:.:er a ele/ De,e+2 #2 1<##< Ger%er !""6 a1re/e+*a al,-ma/ (.8ere+9a/ ('/ *r4/ 1er/'+a,e+/ -e 0'rre/1'+(em a 1a1é./ 'r,a+.a0.'+a./2 -a./ /e)am= a ' Em1ree+(e('r2 -e *ra+/8'rma a /.*-a95' ma./ *r.:.al em -ma '1'r*-+.(a(e e30e10.'+al2 é :./.'+r.'2 /'+&a('r ' 8',' -e al.me+*a ' 8-*-r' :.:e +' 8-*-r'2 +-+0a +' 1a//a(' e rarame+*e +' 1re/e+*e +'/ +e,@0.'/ é ' .+':a('r2 ' ,ra+(e e/*ra*e,./*a2 ' 0r.a('r (e +':'/ mé*'('/ 1ara 1e+e*rar +'/ +':'/ mer0a('/ % ' A(m.+./*ra('r2 -e é 1ra,m*.0'2 :.:e +' 1a//a('2 alme)a 'r(em2 0r.a e/-ema/ e3*remame+*e 'r,a+.a('/ 1ara *-(' 0 ' Té0+.0'2 -e é ' e3e0-*'r2 a('ra 0'+/er*ar 0'./a/2 :.:e +' 1re/e+*e2 8.0a /a*./8e.*' +' 0'+*r'le (' 8l-3' (e *ra%al&' e é -m .+(.:.(-al./*a (e*erm.+a('< ; .m1'r*a+*e (e/*a0ar +' 1e+/ame+*' (e Ger%er !""6 ' 8a*' ('/ *r4/ 1er/'+a,e+/ e/*arem em e*er+' 0'+8l.*'2 /e+(' -e a' me+'r (e/0-.(' ' *é0+.0' *'ma 0'+*a2 ma*a+(' ' :./.'+r.'2 ' /'+&a('r2 ' 1er/'+a,em 0r.a*.:' -e e/* /em1re l.(a+(' 0'm ' (e/0'+&e0.('< O/ r./0'/ 8aem 1ar*e (e -al-er a*.:.(a(e2 /e+(' +e0e//r.' a1re+(er a a(m.+./*r>l'/2 1'./ ele/ /5' -m ('/ 8a*'re/ ma./ .m1'r*a+*e/ -e .+.%em ' /-r,.me+*' (e +':'/ em1ree+(e('re/< Um '-*r' 8a*'r .+.%.('r é ' 0a1.*al /'0.al -e /5' :al're/ e .(e.a/ -e /-%l.meme+*e +'/ 8'ram .+0-*.('/ 1'r +'//'/ 1a./2 1r'8e//'re/2 am.,'/ e '-*r'/ -e .+8l-e+0.aram +a +'//a 8'rma95' .+*ele0*-al e -e2 .+0'+/0.e+*eme+*e2 'r.e+*am +'//a/ :.(a/<
33 De//a 8'rma2 -m 1a. e+,e+&e.r' (e/1er*a +' 8.l&' ' .(eal (e /e,-.r a me/ma 0arre.ra2 m.l.*are/2 1.l'*'/2 e/1'r*./*a/2 a*é 1e//'a/ -e rarame+*e :5' :./l-m%rar '- *er .+*ere//e +-ma 0arre.ra (e em1ree+(e('r e3er0e /-a .+8l-4+0.a +a 8'rma95' (a/ 1e//'a/< ; (e /e 0'+/.(erar2 1'rém2 -e a a:al.a95' ma./ '%)e*.:a (' 1re1ar' 1ara em1ree+(er é a 1er0e195' -e a 1e//'a *em (e /. [email protected] re8le*.+(' +a /-a a-*'0'+8.a+9a< C'm ' 1'*e+0.al em1ree+(e('r *am%ém .//' a0'+*e0e< O -e /e a1re+(e +a e/0'la2 +a/ 1e/-./a/2 +a/ '%/er:a9e/2 :a. /e a0-m-la+('< O 1re1arar>/e 1ara /er em1ree+(e('r2 1'r*a+*'2 .+.0.am>/e 0'm ' ('m+.' -e /e *em /'%re *are8a/ -e /e 8aem +e0e//r.a/2 ' 1r@1r.' (e/e+:'l:.me+*' (a 0a1a0.(a(e (e ,ere+0.ame+*'< O -e 8al*a2 +a :er(a(e2 é m'*.:a95' 1ara -ma *'ma(a (e (e0./5' 1ara /e *'r+ar -m em1ree+(e('r< De0./e/ *'ma(a/ +' 0'*.(.a+' /5' .+mera/< O/ 1r'0e//'/ (e (e0./5' +em /em1re /5' /.m1le/2 '%)e*.:'/ e e8.0.e+*e/ 0'm' (e:er.am /er2 1'./2 /e a .+*-.95' e/* (e -m la(' a a+l./e ra0.'+al e/* (' '-*r'< De/0re:em>/e a-. '/ '.*' e/*.l'/ (e (e0./5'2 rela*a('/ 1'r C'&e+2 !""#= I+*-.*.:'= *e+*a 1r')e*ar ' 8-*-r'2 0'm 1er/1e0*.:a a' mé(.' e (' l'+,' 1ra'2 .ma,.+a+(' ' .m1a0*' (e//a a95'< O 1la+e)a('r= /.*-a>/e '+(e e/* e 1ara '+(e /e (e/e)a .r2 0'm 1la+e)ame+*' e *e+(' -m 1r'0e//' (e a0'm1a+&ame+*'2 a(e-a+(' real.(a(e /em1re -e 8'r +e0e//r.'< O 1er/1.0a= (. -e além (a 1er0e195' é +e0e//r.' 0'+&e0.me+*'< O '%)e*.:'= /a%e -al ' 1r'%lema a /er re/'l:.('< O 0'%ra('r= *em 0er*ea (a/ .+8'rma9e/2 :4 a .m1'r*+0.a (e me(.r e 0'rr.,.r -a+(' ' re/-l*a(' +5' 8'. ' (e0.(.('< A m5' –+a > ma//a= e+:'l:e>/e 1e//'al e (.re*ame+*e2 a0re(.*a em ,r-1'/ 1ara e/*-('/ m-l*.(./0.1l.+are/< O me*.0-l'/'= )-+*a '1.+.e/ (e am.,'/2 e/1e0.al./*a/2 8-+0.'+r.'/2 *e+*a+(' /e 0'+:e+0erem (a /'l-95' a e+0'+*rar< O e/*ra*e,./*a= (e0.(e 0-m1r.r /-a e/*ra*é,.a (e 0re/0.me+*'2 *e+(' 1er0e195' (' -e re/'l:er< D.a,+'/*.0a ' 1r'%lema 1ara e+0'+*rar a /'l-95' e /-a re/'l-95' 0'm e8.00.a< A (e0./5' é (e 0a(a -m< I+*era,.r2 re8le*.r2 (e.3ar a 0a(a -m ' m'me+*' (e -ma (e/0'%er*a e (e/e+:'l:e+(' &a%.l.(a(e/ e/1e08.0a/ 1ara ' /-0e//' (a /-a e/0'l&a é (e re/1'+/a%.l.(a(e +.0a e e30l-/.:a< A/ 0ara0*er/*.0a/ 0'm-+/ -e /e e+0'+*ram +' em1ree+(e('r -e 8e -ma e/0'l&a2 *a+*' +a/ -+.:er/.(a(e/ 0'm' +a /'0.e(a(e2 /5' (.80e./ 1ara l./*ar 0'm 1re0./5'2 1'rém (.8ere+*e/ a-*'re/ 0&e,aram a al,-ma/ 0'+0l-/e/< Ela/ (.em re/1e.*' / +e0e//.(a(e/2 0'+&e0.me+*'2 &a%.l.(a(e/ e :al're/< A/ +e0e//.(a(e/ -e /e re8erem '/ 0'+&e0.me+*'/2 Lea+a #Q2 1
N' Bra/.l2 ' em1ree+(e('r./m' 0'me9'- a ,a+&ar 8'r9a +a (é0a(a (e #"2 (-ra+*e a a%er*-ra (a e0'+'m.a< A e+*ra(a (e 1r'(-*'/ .m1'r*a('/ a)-('- a 0'+*r'lar '/ 1re9'/2 -ma 0'+(.95' .m1'r*a+*e 1ara ' 1a/ :'l*ar a 0re/0er2 ma/ *r'-3e 1r'%lema/ 1ara al,-+/ /e*'re/ -e +5' 0'+/e,-.am 0'm1e*.r 0'm '/ .m1'r*a('/2 0'm' 8'. ' 0a/' ('/ /e*'re/ (e %r.+-e('/ e (e 0'+8e09e/2 1'r e3em1l'< Para a)-/*ar ' 1a//' 0'm ' re/*' (' m-+('2 ' 1a/ 1re0./'- m-(ar< Em1re/a/ (e *'('/ '/ *ama+&'/ e /e*'re/ *.:eram -e /e m'(er+.ar 1ara 1'(er 0'm1e*.r e :'l*ar a 0re/0er< O ,':er+' (e- .+0.' a -ma /ér.e (e re8'rma/2 0'+*r'la+(' a .+8la95' e a)-/*a+(' a e0'+'m.a2 em 1'-0'/ a+'/ ' Pa/ ,a+&'- e/*a%.l.(a(e2 1la+e)ame+*' e re/1e.*'< A e0'+'m.a :'l*'- a 0re/0er< S@ +' a+' !"""2 /-r,.- -m m.l&5' (e +':'/ 1'/*'/ (e *ra%al&'< I+:e/*.('re/ (e '-*r'/ 1a/e/ :'l*aram a a1l.0ar /e- (.+&e.r' +' Bra/.l e a/ e31'r*a9e/ a-me+*aram< J-+*a/ e//a/ em1re/a/ em1re,am 0er0a (e 6" m.l&e/ (e *ra%al&a('re/< #"<6< A/ &a%.l.(a(e/ re-er.(a/ (e -m em1ree+(e('r 1'(em /er 0la//.8.0a(a/ em *r4/ rea/ Té0+.0a/= E+:'l:e /a%er e/0re:er2 '-:.r a/ 1e//'a/ e 0a1*ar .+8'rma9e/2 /er 'r,a+.a('2 /a%er l.(erar e *ra%al&ar em e-.1e<
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11 +onclu)ão
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