{"id":11488,"date":"2023-11-20T10:29:16","date_gmt":"2023-11-20T16:29:16","guid":{"rendered":"https:\/\/gsb.lat\/cursos\/certificado-profissional-de-chefe-de-servico-sdlpc\/"},"modified":"2023-09-04T14:16:50","modified_gmt":"2023-09-04T19:16:50","slug":"certificado-profissional-de-chefe-de-servico-sdlpc","status":"publish","type":"dt_course","link":"https:\/\/gsb.lat\/pt\/cursos\/certificado-profissional-de-chefe-de-servico-sdlpc\/","title":{"rendered":"Certificado Profissional de Chefe de Servi\u00e7o (SDLPC)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11488\" class=\"elementor elementor-11488 elementor-8691\" data-elementor-post-type=\"dt_course\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-16b5b57e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"16b5b57e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-744f3c63\" data-id=\"744f3c63\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5a636c96 elementor-widget elementor-widget-text-editor\" data-id=\"5a636c96\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"w-60-desk padding-10\">\n<p>Este programa visa fornecer um ponto de contato \u00fanico para satisfazer as necessidades de comunica\u00e7\u00e3o dos utilizadores e do pessoal inform\u00e1tico. &#8220;Utilizador&#8221; refere-se ao utilizador real do servi\u00e7o, este curso fornece uma compreens\u00e3o dos conceitos-chave para a aplica\u00e7\u00e3o do papel do Service Desk.<\/p>\n<\/div>\n<div class=\"w-40-desk padding-10 dp-flex-res\">\n<div class=\"mr-30\"> <\/div>\n<\/div>\n<h2>Destinado a<\/h2>\n<ul>\n<li>O curso foi concebido para novos e experientes L\u00edderes de Mesa de Servi\u00e7o, gestores de equipa ou supervisores.<\/li>\n<\/ul>\n<h2 style=\"margin-bottom: var(--the7-h2-spacing); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; text-transform: none; letter-spacing: normal; word-spacing: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\">Dura\u00e7\u00e3o<\/h2>\n<div>\n<h2 style=\"margin-bottom: var(--the7-h2-spacing); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; text-transform: none; letter-spacing: normal; word-spacing: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"color: #343434; font-family: 'Work Sans', sans-serif; font-size: 16px; font-weight: 400;\">15 horas<\/span><\/h2>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-16113f8f\" data-id=\"16113f8f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-68fe93b4 elementor-widget elementor-widget-image\" data-id=\"68fe93b4\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"533\" src=\"https:\/\/gsb.lat\/wp-content\/uploads\/2023\/01\/imagen-service-desk-manager.png\" class=\"attachment-large size-large wp-image-11071\" alt=\"\" srcset=\"https:\/\/gsb.lat\/wp-content\/uploads\/2023\/01\/imagen-service-desk-manager.png 800w, https:\/\/gsb.lat\/wp-content\/uploads\/2023\/01\/imagen-service-desk-manager-300x200.png 300w, https:\/\/gsb.lat\/wp-content\/uploads\/2023\/01\/imagen-service-desk-manager-768x512.png 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3f484b32 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3f484b32\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-1a41e59e\" data-id=\"1a41e59e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-54f6ee2f elementor-widget elementor-widget-heading\" data-id=\"54f6ee2f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Modalidades<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f689865 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"2f689865\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">No local<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Virtual live atrav\u00e9s de plataformas digitais<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"> No local<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-715c8630\" data-id=\"715c8630\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-76282389 elementor-widget elementor-widget-heading\" data-id=\"76282389\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Inclui<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-69be8987 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"69be8987\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">16 horas de forma\u00e7\u00e3o<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Instrutores formados<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Manual do participante em formato digital<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Exame de certifica\u00e7\u00e3o<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Comprovativo de participa\u00e7\u00e3o<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-23429c74 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"23429c74\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7e865482\" data-id=\"7e865482\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4315a9c8 elementor-widget elementor-widget-heading\" data-id=\"4315a9c8\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Agenda<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b33c43e elementor-widget elementor-widget-toggle\" data-id=\"1b33c43e\" data-element_type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-4561\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-4561\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Li\u00e7\u00e3o 1: Conceitos chave<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-4561\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-4561\"><ul>\n<li>Service Desk &#8211; Defini\u00e7\u00e3o<\/li>\n<li>Help Desk &#8211; Diferen\u00e7as<\/li>\n<li>Service Desk &#8211; Transforma\u00e7\u00e3o Digital<\/li>\n<li>Servi\u00e7o de Balc\u00e3o de Governa\u00e7\u00e3o<\/li>\n<li>Miss\u00e3o e Vis\u00e3o dentro do Service Desk<\/li>\n<li>Alinhamento Estrat\u00e9gico de Neg\u00f3cios<\/li>\n<li>Factores de sucesso do Service Desk<\/li>\n<li>Objectivos do Service Desk<\/li>\n<li>Compreender a Globaliza\u00e7\u00e3o<\/li>\n<li>Service Desk -Responsabilidade Social<\/li>\n<li>\u00c9tica e Moral<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-4562\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-4562\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Li\u00e7\u00e3o 2: Lideran\u00e7a<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-4562\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-4562\"><ul>\n<li>Estilo de Gest\u00e3o<\/li>\n<li>Planeamento do Service Desk<\/li>\n<li>Comunica\u00e7\u00e3o<\/li>\n<li>Lideran\u00e7a pelo exemplo<\/li>\n<li>Capacidades e aptid\u00f5es<\/li>\n<li>Coaching e Mentoring dentro do Service Desk<\/li>\n<li>Gest\u00e3o<\/li>\n<li>Reuni\u00f5es<\/li>\n<li>Recrutamento, Desenvolvimento e Reten\u00e7\u00e3o<\/li>\n<li>Desenvolvimento de Equipas<\/li>\n<li>Trabalho de equipa<\/li>\n<li>Conflitos<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-4563\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-4563\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Li\u00e7\u00e3o 3: Gest\u00e3o Financeira e Comercial do Balc\u00e3o de Servi\u00e7os<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-4563\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-4563\"><ul>\n<li>Ponto de vista do Service Desk<\/li>\n<li>Marketing de balc\u00e3o de servi\u00e7o<\/li>\n<li>Marketing &#8211; Service Desk Marketing<\/li>\n<li>Gest\u00e3o financeira<\/li>\n<li>C\u00e1lculos Financeiros<\/li>\n<li>Or\u00e7amento Financeiro<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-4564\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-4564\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Li\u00e7\u00e3o 4: Gest\u00e3o de Projectos a partir do Service Desk<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-4564\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-4564\"><ul>\n<li>Gest\u00e3o de Projectos<\/li>\n<li>Ferramentas de Gest\u00e3o de Projectos<\/li>\n<li>Service Desk Implementado como Projecto<\/li>\n<li>RACI como uma ferramenta de servi\u00e7o de balc\u00e3o<\/li>\n<li>Normas e Pr\u00e1ticas Globais<\/li>\n<li>ITIL 4<\/li>\n<li>ISO 20000<\/li>\n<li>DevOps<\/li>\n<li>DevOps e o Service Desk<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-4565\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-4565\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Li\u00e7\u00e3o 5: Tend\u00eancias dentro de um Service Desk<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-4565\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-4565\"><ul>\n<li>ChatBots<\/li>\n<li>Intelig\u00eancia Artificial (IA) no Service Desk<\/li>\n<li>Aprendizagem mec\u00e2nica<\/li>\n<li>Protec\u00e7\u00e3o de dados pessoais &#8211; GDPR<\/li>\n<li>Grandes Dados<\/li>\n<li>Teletrabalho<\/li>\n<li>Ciber-seguran\u00e7a<\/li>\n<li>Conjunto de ferramentas ITSM<\/li>\n<li>Apoio Tecnol\u00f3gico<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-4566\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-4566\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Li\u00e7\u00e3o 6: Modelos de opera\u00e7\u00e3o de servi\u00e7os<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-4566\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-4566\"><ul>\n<li>Modelos de Despedida<\/li>\n<li>Terceiriza\u00e7\u00e3o de direitos adquiridos<\/li>\n<li>Escalonamento<\/li>\n<li>Estruturas<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-4567\" class=\"elementor-tab-title\" data-tab=\"7\" role=\"button\" aria-controls=\"elementor-tab-content-4567\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Li\u00e7\u00e3o 7: Gest\u00e3o de Servi\u00e7os de TI<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-4567\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"7\" role=\"region\" aria-labelledby=\"elementor-tab-title-4567\"><ul>\n<li>ITSM<\/li>\n<li>Vis\u00e3o geral<\/li>\n<li>Conceitos chave de ITSM<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-4568\" class=\"elementor-tab-title\" data-tab=\"8\" role=\"button\" aria-controls=\"elementor-tab-content-4568\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Li\u00e7\u00e3o 8: Qualidade de Servi\u00e7o<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-4568\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"8\" role=\"region\" aria-labelledby=\"elementor-tab-title-4568\"><ul>\n<li>Certifica\u00e7\u00e3o de Servi\u00e7os<\/li>\n<li>Certifica\u00e7\u00e3o do pessoal<\/li>\n<li>Inqu\u00e9rito de Satisfa\u00e7\u00e3o<\/li>\n<li>Aten\u00e7\u00e3o ao balc\u00e3o de servi\u00e7o<\/li>\n<li>M\u00e9tricas<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-4569\" class=\"elementor-tab-title\" data-tab=\"9\" role=\"button\" aria-controls=\"elementor-tab-content-4569\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><i class=\"fas fa-caret-right\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><i class=\"elementor-toggle-icon-opened fas fa-caret-up\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Li\u00e7\u00e3o 9: Apresenta\u00e7\u00e3o de relat\u00f3rios e relat\u00f3rios<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-4569\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"9\" role=\"region\" aria-labelledby=\"elementor-tab-title-4569\"><ul>\n<li>Relat\u00f3rio<\/li>\n<li>Melhoramento Cont\u00ednuo<\/li>\n<\/ul>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Este programa visa fornecer um ponto de contato \u00fanico para satisfazer as necessidades de comunica\u00e7\u00e3o dos utilizadores e do pessoal inform\u00e1tico. &#8220;Utilizador&#8221; refere-se ao utilizador real do servi\u00e7o, este curso fornece uma compreens\u00e3o dos conceitos-chave para a aplica\u00e7\u00e3o do papel do Service Desk. Destinado a O curso foi concebido para novos e experientes L\u00edderes de&hellip;<\/p>\n","protected":false},"author":3,"featured_media":13225,"template":"","meta":[],"dt_course_category":[513],"area_negocio":[484,237,477,478],"class_list":["post-11488","dt_course","type-dt_course","status-publish","has-post-thumbnail","hentry","dt_course_category-gestao-de-servicos","area_negocio-ciber-seguranca","area_negocio-ciberseguridad","area_negocio-solucoes-tecnologicas","area_negocio-solucoes-tic"],"_links":{"self":[{"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/dt_course\/11488","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/dt_course"}],"about":[{"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/types\/dt_course"}],"author":[{"embeddable":true,"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/users\/3"}],"version-history":[{"count":4,"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/dt_course\/11488\/revisions"}],"predecessor-version":[{"id":13973,"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/dt_course\/11488\/revisions\/13973"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/media\/13225"}],"wp:attachment":[{"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/media?parent=11488"}],"wp:term":[{"taxonomy":"dt_course_category","embeddable":true,"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/dt_course_category?post=11488"},{"taxonomy":"area_negocio","embeddable":true,"href":"https:\/\/gsb.lat\/pt\/wp-json\/wp\/v2\/area_negocio?post=11488"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}