Visão Geral

Este curso aborda a aplicação do ciclo PDCA (Plan, Do, Check, Act) nas operações de Service Desk, com foco em melhoria contínua, qualidade no atendimento, eficiência operacional e gestão de serviços de TI. O participante aprenderá a otimizar processos de suporte técnico, monitorar indicadores e implementar ações corretivas para aumentar a satisfação dos usuários e a performance do Service Desk.

Objetivo

Após realizar este curso, você será capaz de:

• Compreender os fundamentos do PDCA aplicado ao Service Desk
• Aplicar o ciclo PDCA em processos de suporte técnico
• Monitorar indicadores de desempenho e atendimento
• Implementar ações corretivas e preventivas em serviços de suporte
• Melhorar a eficiência operacional do Service Desk
• Promover melhoria contínua e qualidade no atendimento ao usuário

Publico Alvo

• Analistas de Service Desk
• Técnicos de suporte de TI
• Coordenadores e supervisores de suporte
• Gestores de serviços de TI
• Profissionais de infraestrutura e operações
• Interessados em melhoria contínua em suporte técnico

Pre-Requisitos

• Noções básicas de suporte técnico e TI
• Interesse em gestão de serviços de TI
• Conhecimentos introdutórios em processos e atendimento ao usuário

Conteúdo Programatico

Module 1: Fundamentals of PDCA in Service Desk Operations

1. Introduction to Service Desk concepts
2. Overview of the PDCA methodology
3. Continuous improvement in support environments
4. IT service management fundamentals
5. Customer service and user experience concepts
6. Operational efficiency in technical support

Module 2: Planning Support Processes and Services (Plan)

1. Mapping Service Desk workflows
2. Defining service goals and KPIs
3. Incident and request management planning
4. Root cause analysis methods
5. Risk identification in support operations
6. Building operational improvement plans

Module 3: Executing Service Desk Improvements (Do)

1. Implementing support process improvements
2. Standard operating procedures (SOPs)
3. Ticket handling and escalation processes
4. Team collaboration and communication
5. Knowledge base management
6. Change implementation practices

Module 4: Monitoring Service Desk Performance (Check)

1. Service Desk KPIs and metrics
2. SLA monitoring techniques
3. Data collection and analysis
4. Monitoring user satisfaction
5. Identifying operational deviations and recurring incidents
6. Dashboards and reporting practices

Module 5: Corrective Actions and Continuous Improvement (Act)

1. Corrective and preventive action methods
2. Standardization of successful improvements
3. Continuous improvement cycles in support operations
4. Organizational learning and documentation
5. Process review and optimization
6. Sustaining service quality improvements

Module 6: IT Service Management and Support Quality

1. ITIL fundamentals for Service Desk
2. Incident, problem and request management
3. Service quality management
4. User-focused support strategies
5. Operational excellence in technical support
6. Service continuity concepts

Module 7: Automation and Innovation in Service Desk

1. Automation tools for support operations
2. Self-service and chatbot concepts
3. Monitoring and ticketing systems
4. Data-driven support decisions
5. Digital transformation in support services
6. Future trends in Service Desk operations

Module 8: Practical Applications and Service Desk Case Studies

1. Real-world support improvement examples
2. Practical simulations and exercises
3. Common implementation challenges
4. Building Service Desk improvement roadmaps
5. Best practices in technical support operations
6. Measuring service quality and operational outcomes