ITIL Intermediate Course: OSA Student Participan Handbook ( Spanish)

ITpreneurs Gestin de Servicio

MATERIAL DE REFERENCIA

Soporte y Anlisis Operacional release 3.2.0 ITIL Intermedio Sa

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www.ITpreneurs.com

Copyright 2013 ITpreneurs. All rights reserved

Copyright

Copyright and Trademark Information for Partners/Stakeholders.ITIL is a registered trademark of the Cabinet Office.

IT Infrastructure Library is a registered trade mark of the Cabinet Office.

The Swirl logo is a trade mark of the Cabinet Office.

All contents in italics and quotes is from the ITIL Service Lifecycle Suite Crown copyright 2011 Reproduced under licence from the Cabinet Office.

All other text is based on Cabinet Office ITIL material. Reproduced under licence from the Cabinet Office.

Copyright 2013 ITpreneurs. All rights reserved.Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V.

The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL Operational Support and Analysis, Classroom course, release 3.2.0

More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx

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Contenido

i

LISTA DE CONOS III

LISTA DE ACTIVIDADES NA

TIPS GENERALES DE ENTRENAMIENTO NA

RECONOCIMIENTOS IV

SGUENOS V

INTRODUCCIN AL CURSO 1

UNIDAD 1: INTRODUCCIN 9

UNIDAD 2: GESTIN DE EVENTOS 15

UNIDAD 3: GESTIN DE INCIDENTES 41

UNIDAD 4: CUMPLIMIENTO DE SOLICITUDES 71

UNIDAD 5: GESTIN DE PROBLEMAS 85

UNIDAD 6: GESTIN DE ACCESOS 113

UNIDAD 7: ESCRITORIO DE SERVICIOS 131

UNIDAD 8: FUNCIONES Y ROLES COMUNES EN OSA 149

UNIDAD 9: CONSIDERACIONES TECNOLGICAS Y DE IMPLEMENTACIN 169

APNDICE A: CASO DE ESTUDIO (REFIERASE AL LIBRO DE TRABAJO) NA

APNDICE B: EJERCICIO DE MAPA MENTAL 201

APNDICE C: GLOSARIO 203

APNDICE D: PROGRAMA DE ESTUDIO 337

APNDICE E: RESPUESTAS (REFIERASE AL LIBRO DE TRABAJO) NA

APNDICE F: DIAGRAMAS (VISTA MACRO) 359

APNDICE G: NOTAS DE LIBERACION 369

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APNDICE H: CONOCIMIENTO ADICIONAL 371

FORMULARIO DE RETROALIMENTACIN DEL ESTUDIANTE (REFIERASE AL LIBRO DE TRABAJO) NA

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Copyright 2013, ITpreneurs Nederland B.V. Todos los derechos reservados. iii

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Copyright 2013, ITpreneurs Nederland B.V. Todos los derechos reservados.iv

We would like to sincerely thank the experts who have contributed to and shaped ITpreneurs ITIL Intermediate product suite.

ITpreneurs Course Reviewers Anessi, Ray - Pangloss Group

Costigan, Michael D - CSC

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Auslyn Group

Wigmore, Michael - Independent

Pondman, Dick - Independent

Burgers, Jurian - Independent

Rijken, Adriaan - Independent

ITpreneurs Course Exercise WritersFoederer, Marcel - ITpreneurs

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Independent

Wigmore, Michael - Independent

ACKNOWLEDGEMENTS

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www.ITpreneurs.com

Copyright 201 ITpreneurs. All rights reserved

Follow us

Before you start the course, please take a moment to:

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Introduccin al Curso

Copyright 2013, ITpreneurs Nederland B.V. Todos los derechos reservados. 1

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Documents

ITIL Intermediate Course: OSA Student Participan Handbook ( Spanish)