ITIL - Gestion de Servicos - Soporte y Analisis Operacional

ITpreneurs™ Gestión de Servicio

MATERIAL DE REFERENCIA

Soporte y Análisis Operacional release 3.2.0 ITIL® Intermedio Sam

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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

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LISTA DE ÍCONOS III

LISTA DE ACTIVIDADES NA

TIPS GENERALES DE ENTRENAMIENTO NA

RECONOCIMIENTOS IV

SÍGUENOS V

INTRODUCCIÓN AL CURSO 1

UNIDAD 1: INTRODUCCIÓN 9

UNIDAD 2: GESTIÓN DE EVENTOS 15

UNIDAD 3: GESTIÓN DE INCIDENTES 41

UNIDAD 4: CUMPLIMIENTO DE SOLICITUDES 71

UNIDAD 5: GESTIÓN DE PROBLEMAS 85

UNIDAD 6: GESTIÓN DE ACCESOS 113

UNIDAD 7: ESCRITORIO DE SERVICIOS 131

UNIDAD 8: FUNCIONES Y ROLES COMUNES EN OSA 149

UNIDAD 9: CONSIDERACIONES TECNOLÓGICAS Y DE IMPLEMENTACIÓN 169

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

APÉNDICE B: EJERCICIO DE MAPA MENTAL 201

APÉNDICE C: GLOSARIO 203

APÉNDICE D: PROGRAMA DE ESTUDIO 337

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

APÉNDICE F: DIAGRAMAS (VISTA MACRO) 359

APÉNDICE G: NOTAS DE LIBERACION 369

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APÉNDICE H: CONOCIMIENTO ADICIONAL 371

FORMULARIO DE RETROALIMENTACIÓN 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

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Introducción al Curso

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

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ITIL Intermedio Nivel De Certifi cación | Soporte y Análisis Operacional

ITIL ®

ITIL ®

Copyright © 2013, ITpreneurs Nederland B.V. Todos los derechos reservados.2

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Technology

ITIL - Gestion de Servicos - Soporte y Analisis Operacional