ITIL Intermediate Course: PPO Student Handbook (Reference material_r3.2.0) (Spanish) by ITpreneurs

at er

ia l

–

N ot

fo r

ri n t

ITpreneurs™ Gestión de Servicio

Sa m

ITIL® Intermedio Planificación, Protección y Optimización MATERIAL DE REFERENCIA

release 3.2.0

Sa m ia l

at er

M â&#x20AC;&#x201C; N ot

fo r

ri n t

ZZZ ,7SUHQHXUV FRP

ri n t

&RS\ULJKW

,7,/ 3ODQQLQJ 3URWHFWLRQ DQG 2SWLPL]DWLRQ &ODVVURRP FRXUVH UHOHDVH &RS\ULJKW ,7SUHQHXUV DQG $;(/26 /LPLWHG $OO ULJKWV UHVHUYHG

3OHDVH QRWH WKDW WKH LQIRUPDWLRQ FRQWDLQHG LQ WKLV PDWHULDO LV VXEMHFW WR FKDQJH ZLWKRXW QRWLFH )XUWKHUPRUH WKLV PDWHULDO FRQWDLQV SURSULHWDU\ LQIRUPDWLRQ WKDW LV SURWHFWHG E\ FRS\ULJKW 1R SDUW RI WKLV PDWHULDO PD\ EH SKRWRFRSLHG UHSURGXFHG RU WUDQVODWHG WR DQRWKHU ODQJXDJH ZLWKRXW WKH SULRU FRQVHQW RI ,7SUHQHXUV 1HGHUODQG % 9

&RS\ULJKW DQG 7UDGHPDUN ,QIRUPDWLRQ IRU 3DUWQHUV 6WDNHKROGHUV

fo r

,7,/ LV D UHJLVWHUHG WUDGH PDUN RI $;(/26 /LPLWHG 7KH 6ZLUO ORJR LV D WUDGH PDUN RI $;(/26 /LPLWHG 7KH ,7,/ $FFUHGLWHG 7UDLQLQJ 2UJDQL]DWLRQ ORJR LV D WUDGH PDUN RI $;(/26 /LPLWHG ,7 ,QIUDVWUXFWXUH /LEUDU\ LV D UHJLVWHUHG WUDGH PDUN RI $;(/26 /LPLWHG 1R SDUW RI WKLV GRFXPHQW PD\ EH UHSURGXFHG LQ DQ\ IRUP ZLWKRXW WKH ZULWWHQ SHUPLVVLRQ RI ERWK ,7SUHQHXUV DQG $;(/26 /LPLWHG 3HUPLVVLRQ FDQ EH UHTXHVWHG DW ZZZ ,7SUHQHXUV FRP DQG OLFHQVLQJ#$;(/26 FRP

N ot

7KH ODQJXDJH XVHG LQ WKLV FRXUVH LV 86 (QJOLVK 2XU VRXUFHV RI UHIHUHQFH IRU JUDPPDU V\QWD[ DQG PHFKDQLFV DUH IURP 7KH &KLFDJR 0DQXDO RI 6W\OH 7KH $PHULFDQ +HULWDJH 'LFWLRQDU\ DQG WKH 0LFURVRIW 0DQXDO RI 6W\OH IRU 7HFKQLFDO 3XEOLFDWLRQV

–

0DWHULDO LQ WKLV GRFXPHQW KDV EHHQ VRXUFHG IURP ,7,/ 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ

Sa m

at er

ia l

0RUH RQ KWWS ZZZ LWLO RIILFLDOVLWH FRP ,QWHOOHFWXDO3URSHUW\5LJKWV 7UDGHPDUN/LFHQVLQJ DVS[

&RS\ULJKW ,7SUHQHXUV DQG $;(/26 /LPLWHG ,7SUHQHXUV $OO ULJKWV UHVHUYHG

ri n t

Contenido

III

LISTA DE ACTIVIDADES (REFIERASE AL LIBRO DE TRABAJO)

CONSEJOS GENERALES DE ENTRENAMIENTO

LISTA DE ÍCONOS

fo r

RECONOCIMIENTOS SÍGUENOS

UNIDAD 1: INTRODUCCIÓN A PPO UNIDAD 2: GESTIÓN DE LA CAPACIDAD

N ot

INTRODUCCIÓN DEL CURSO

–

UNIDAD 3: GESTIÓN DE DISPONIBILIDAD

ia l

UNIDAD 4: GESTIÓN DE LA CONTINUIDAD DEL SERVICIO DE TI

IV V 1 9 25 59 99 127

UNIDAD 6: GESTIÓN DE LA DEMANDA

151

UNIDAD 7: ROLES Y RESPONSABILIDADES

171

UNIDAD 8: CONSIDERACIONES DE TECNOLOGIA E IMPLEMENTACIÓN

181

at er

UNIDAD 5: GESTIÓN DE SEGURIDAD DE LA INFORMACIÓN

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

UNIDAD 9: GUÍA DE PREPARACIÓN PARA EL EXAMEN

APÉNDICE B: EJERCICIO DE MAPA MENTAL

Sa m

215

APÉNDICE C: GLOSARIO

217

APÉNDICE D: PROGRAMA

351

APÉNDICE E: RESPUESTAS (REFIERASE AL LIBRO DE TRABAJO)

APÉNDICE F: DIAGRAMAS (VISTA AMPLIADA)

375

APÉNDICE G: NOTAS DE LIBERACIÓN

379

FORMULARIO DE RETROALIMENTACIÓN DEL ESTUDIANTE (REFIERASE AL LIBRO DE TRABAJO)

sta

Mh aa ts eidor d iaejad l â&#x20AC;&#x201C;a e n N blan ot co i nt fo enc r R iona lm ep ente ri n t ina

pĂĄ

Sa m E

/LVWD GH tFRQRV

ri n t

6H UHILHUH DO FRQWHQLGR TXH VREUH HO FXDO HO LQVWUXFWRU KDEODUi OD FODVH

6H UHILHUH DO FRQWHQLGR TXH HO HVWXGLDQWH GHEH OHHU HQ FODVH R HQ FDVD

6H UHILHUH D ORV HOHPHQWRV GH LQIRUPDFLyQ TXH QR VHUiQ FXELHUWRV SRU HO SURIHVRU HQ FODVH SHUR TXH D\XGDQ DO HVWXGLDQWH D HQWHQGHU XQ WHPD HQ SDUWLFXODU

fo r

6H UHILHUH D $FWLYLGDGHV %DVDGDV HQ (VFHQDULRV TXH HO HVWXGLDQWH GHEH KDFHU HQ FODVH R HQ FDVD OXHJR GH FRPSOHWDU XQ WySLFR R GHQWUR GH XQ WySLFR

N ot

6H UHILHUH D HOHPHQWRV R FRQWHQLGR TXH VRQ GDGRV PHGLDQWH LQVWUXFFLRQHV SDVR D SDVR R HQ IRUPDWR GH OLVWD GH YHULILFDFLyQ

6H UHILHUH D XQ IUDJPHQWR GH LQIRUPDFLyQ LPSRUWDQWH TXH ORV LQVWUXFWRUHV GHEHQ UHFRUGDU FXEULU GXUDQWH OD UHDOL]DFLyQ GH XQD DFWLYLGDG R XQD FODVH

â&#x20AC;&#x201C;

ia l

6H UHILHUH D OD VLPSOLILFDFLyQ GHO FRQWHQLGR TXH DQWHV HUD FRQIXVR R GLItFLO GH HQWHQGHU

at er

6H UHILHUH D LQIRUPDFLyQ DGLFLRQDO TXH QR HV PX\ LPSRUWDQWH SHUR EXHQR VDEHU

6H UHILHUH IUDJPHQWRV GH LQIRUPDFLyQ FRQYHUVDFLRQDO OLYLDQD TXH HO LQVWUXFWRU SXHGH XVDU HQ FODVH SDUD URPSHU OD PRQRWRQtD GH XQ GLVFXUVR VHULR \ DEXUULGR

6H UHILHUH D LQIRUPDFLyQ JHQHUDO EDVDGD FRQRFLPLHQWRV TXH HO SURIHVRU SXHGH XWLOL]DU SDUD SURSRUFLRQDU GHVFDQVR D ORV HVWXGLDQWHV GXUDQWH XQD FODVH VHULD R DEXUULGD

6H UHILHUH D HVSDFLR SDUD TXH HO HVWXGLDQWH WRPH QRWDV

Sa m

iii

ri n t ep R

fo r

ACKNOWLEDGEMENTS

N ot

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

ia l

Costigan, Michael D - CSC Mohr, Julie - Blue Print Audits

Sa m

at er

Vikdal, Mike - Auslyn Group

Wigmore, Michael - Independent Pondman, Dick - Independent Burgers, Jurian - Independent Rijken, Adriaan - Independent Kaushik, Jitendra - ITpreneurs Townsend, Madeleine - Foster-Melliar, Morvest Professional Services

ITpreneurs’ Course Exercise Writers Foederer, Marcel - ITpreneurs Mohr, Julie - Blue Print Audits Vikdal, Mike - Independent Wigmore, Michael - Independent

www.ITpreneurs.com

ri n t

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

“Like us” on Facebook

http://www.facebook.com/ITpreneurs

“Follow us” on Twitter

"Add us in your circle" on Google Plus http://gplus.to/ITpreneurs

N ot

"Link with us" on Linkedin

fo r

http://twitter.com/ITpreneurs

http://www.linkedin.com/company/ITpreneurs "Watch us" on YouTube

Sa m

at er

ia l

–

http://www.youtube.com/user/ITpreneurs

&RS\ULJKW ,7SUHQHXUV DQG $;(/26 /LPLWHG 7RGRV ORV GHUHFKRV UHVHUYDGRV

sta

Mh aa ts eidor d iaejad l â&#x20AC;&#x201C;a e n N blan ot co i nt fo enc r R iona lm ep ente ri n t ina

pĂĄ

Sa m E

Sa m

at er

ia l

–

N ot

fo r

ri n t

Partícipe | ITIL Nivel Intermedio de Certificación | Introducción del Curso

Introducción del Curso

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

,QWURGXFFLyQ GHO &XUVR 2EMHWLYRV GH $SUHQGL]DMH GHO &XUVR

,QWURGXFFLyQ GHO &XUVR

1DWXUDOH]D ร QLFD GHO &XUVR

ri n t

3UHVHQWDFLRQHV

ยฃ%LHQYHQLGRV 3RU IDYRU FRPSDUWDQ FRQ OD FODVH

ย 6X QRPEUH ย 6X SURIHVLyQ ย 6X URO

ย 6X H[SHULHQFLD HQ 7,

ย 6X IDPLOLDULGDG FRQ OD %LEOLRWHFD GH ,QIUDHVWUXFWXUD GH 7HFQRORJtDV GH ,QIRUPDFLyQ ,7,/ย

fo r

ย ยข4Xp HV OR TXH HVSHUD DSUHQGHU HQ ORV VLJXLHQWHV GtDV"

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR

3UHVHQWDFLRQHV

ia l

ITIL ยฎ

,QWHUPHGLR

โ

N ot

,QWURGXFFLyQ GHO &XUVR

1DWXUDOH]D ร QLFD GHO &XUVR

at er

,QWURGXFFLyQ

2EMHWLYRV GH $SUHQGL]DMH GHO &XUVR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 332 HV SDUWH GH OD UXWD ,QWHUPHGLD GH &DSDFLGDG GH ,7,/

(O FXUVR GH 332 OH D\XGD D HQWHQGHU H LPSOHPHQWDU ODV PHMRUHV SUiFWLFDV GH ,7,/ UHODFLRQDGDV D 3URFHVRV

*HVWLyQ GH 'LVSRQLELOLGDG

*HVWLyQ GH &DSDFLGDG

5ROHV *HVWRU GHO 3URFHVR GH *HVWLyQ GH 'LVSRQLELOLGDG *HVWRU GHO 3URFHVR GH *HVWLyQ GH &DSDFLGDG *HVWRU GHO 3URFHVR GH ,76&0

Sa m

*HVWLyQ GH &RQWLQXLGDG GHO 6HUYLFLR GH 7, ,76&0

*HVWLyQ GH 6HJXULGDG GH OD ,QIRUPDWLRQ ,60 *HVWLyQ GH 'HPDQGD

*HVWRU GHO 3URFHVR GH ,60 'XHxR GHO 3URFHVR GH *HVWLyQ GH 'HPDQGD *HVWRU GHO 3URFHVR GH *HVWLyQ GH 'HPDQGD

Partícipe | ITIL Nivel Intermedio de Certificación | Introducción del Curso

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR

3UHVHQWDFLRQHV

,QWURGXFFLyQ GHO &XUVR

2EMHWLYRV GH $SUHQGL]DMH GHO &XUVR

1DWXUDOH]D ÒQLFD GHO &XUVR

ri n t

ITIL ®

,QWHUPHGLR

2EMHWLYRV GH $SUHQGL]DMH GHO &XUVR

$O ILQDOL]DU HVWD FDSDFLWDFLyQ KDEUi REWHQLGR HO FRQRFLPLHQWR \ ODV KDELOLGDGHV SDUD

N ot

fo r

&RPSUHQGHU OD LPSRUWDQFLD GH OD *HVWLyQ GHO 6HUYLFLR FRPR XQD SUiFWLFD &RPSUHQGHU OD LPSRUWDQFLD GH ORV SULQFLSLRV SURSyVLWRV \ REMHWLYRV GH OD 2SHUDFLyQ GHO 6HUYLFLR HQ UHODFLyQ FRQ 332 (QWHQGHU OD LPSRUWDQFLD GH 332 PLHQWUDV VH SURYHHQ VHUYLFLRV 5HFRQRFHU FyPR WRGRV ORV SURFHVRV HQ 332 LQWHUDFW~DQ FRQ RWURV SURFHVRV HQ HO FLFOR GH YLGD GHO 6HUYLFLR $SUHQGHU ORV SURFHVRV DFWLYLGDGHV PpWRGRV \ IXQFLRQHV XVDGRV HQ FDGD XQR GH ORV SURFHVRV GH 332 $SUHQGHU FyPR XVDU ORV SURFHVRV DFWLYLGDGHV \ IXQFLRQHV GH 332 SDUD DOFDQ]DU XQD H[FHOHQFLD RSHUDFLRQDO &RPSUHQGHU FyPR PHGLU 332 ([SOLFDU OD LPSRUWDQFLD GH OD 6HJXULGDG GH 7, \ VXV FRQWULEXFLRQHV D 332 5HFRQRFHU ODV FRQVLGHUDFLRQHV GH WHFQRORJtD H H LPSOHPHQWDFLyQ DOUHGHGRU GH 332 ,GHQWLILFDU ORV UHWRV IDFWRUHV FUtWLFRV GH p[LWR )&( \ ULHVJRV DVRFLDGRV FRQ 332

–

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR

3UHVHQWDFLRQHV

ia l

ITIL ®

,QWHUPHGLR

,QWURGXFFLyQ GHO &XUVR

2EMHWLYRV GH $SUHQGL]DMH GHO &XUVR

1DWXUDOH]D ÒQLFD GHO &XUVR

at er

0pWRGR GH (QWUHJD GHO &XUVR

Sa m

(VWH FXUVR QR VHUi HQWUHJDGR HQ HO PRGR WUDGLFLRQDO GH ³HQWUHQDPLHQWR WpFQLFR´

8VWHG VH EHQHILFLDUi FXDQGR

3DUWLFLSH HQ VX H[SHULHQFLD GH DSUHQGL]DMH (VWXGLH SDUD SUHVHQWDU VX H[DPHQ ILQDO $SOLTXH OR DSUHQGLGR GH PDQHUD SUiFWLFD

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

,QWURGXFFLyQ GHO &XUVR 2EMHWLYRV GH $SUHQGL]DMH GHO &XUVR

,QWURGXFFLyQ GHO &XUVR

1DWXUDOH]D ร QLFD GHO &XUVR

ri n t

3UHVHQWDFLRQHV

ITIL ยฎ

โ

N ot

fo r

(MHPSOR GHO PDWHULDO GH 5HIHUHQFLD GHO (VWXGLDQWH \ HO &XDGHUQR GH 7UDEDMR MHPSOR GHO PDWHULDO GH 5HIHUHQFLD GHO (VWXGLDQWH \ HO &XDGHUQR GH 7UD

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

ia l

,QWURGXFFLyQ GHO &XUVR

(VTXHPD GH &DOLILFDFLyQ GHO &XUVR

$JHQGD GHO &XUVR \ 'HWDOOHV GHO ([DPHQ

at er

(VTXHPD GH &DOLILFDFLyQ GH ,7,/ \ $VLJQDFLyQ GH &UpGLWRV

/H\HQGD

(VWUDWHJLD GHO 6HUYLFLR

'LVHxR GHO 6HUYLFLR

7UDQVLFLyQ GHO 6HUYLFLR

2SHUDFLyQ GHO 6HUYLFLR

Sa m

&6,

0HMRUD &RQWtQXD GHO 6HUYLFLR

26$

6RSRUWH \ $QiOLVLV 2SHUDFLRQDO

332

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

5&9

/LEHUDFLyQ &RQWURO \ 9DOLGDFLyQ

62$

2IHUWD GHO 6HUYLFLR \ $FXHUGRV

%DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Introducciรณn del Curso

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR $JHQGD GHO &XUVR \ 'HWDOOHV GHO ([DPHQ

0HMRUD &RQWLQXD GHO 6HUYLFLR

0DUFR GH ,7,/

'LVHxR GHO 6HUYLFLR

3URFHVR GH 0HMRUD &6,

26$

332

*HVWLyQ GH 'LVSRQLELOLGDG

(VWUDWHJLD GHO 6HUYLFLR

6' 5&9

62$

*HVWLyQ GH OD 0HGLFLyQ 66

26$

332

5&9

332

62$

62 62$

*HVWLyQ GH ,QIRUPHV 66

26$

332

5&9

332

*HUHQWH GH &DSDFLGDG

*HUHQWH GH 'LVSRQLELOLGDG

62$

fo r

&6,

332

*HVWLyQ GH OD 6HJXULGDG GH OD ,QIRUPDFLyQ

332

&RQWLQXLGDG GHO 6HUYLFLR GH 7,

*HVWLyQ GH 'HPDQGD

&6,

ri n t

(VTXHPD GH &DOLILFDFLyQ GHO &XUVR

ITIL ยฎ

,QWHUPHGLR

*HUHQWH GH &RQWLQXLGDG GHO 6HUYLFLR GH 7, *HUHQWH GH 6HJXULGDG GH OD ,QIRUPDFLyQ

N ot

*HUHQWH GH 'HPDQGD

/H\HQGD

3URFHVRV

5ROHV

%DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR

ia l

,QWHUPHGLR

(VTXHPD GH &DOLILFDFLyQ GHO &XUVR

$JHQGD GHO &XUVR \ 'HWDOOHV GHO ([DPHQ

'XUDFLyQ KRUDV

at er

3UHJXQWDV 3UHJXQWDV GH 2SFLyQ 0~OWLSOH &DGD SUHJXQWD WLHQH RSFLRQHV GH UHVSXHVWD

(VTXHPD GH 3XQWXDFLyQ 5HVSXHVWD 0iV &RUUHFWD YDOH SXQWRV

6HJXQGD 0HMRU 5HVSXHVWD YDOH SXQWRV

Sa m

'HWDOOHV GHO ([DPHQ

7HUFHU 0HMRU 5HVSXHVWD YDOH SXQWR 'LVWUDFWRU YDOH SXQWRV

)RUPDWR /LEUR FHUUDGR HQ OtQHD R H[DPHQ EDVDGR HQ SDSHO 3XQWXDFLyQ SDUD DSUREDU R

3XQWXDFLyQ GH GLVWLQFLyQ 1R HVWiQ GHILQLGR D~Q +RUDV GH &RQWDFWR KRUDV GH HQWUHQDPLHQWR IRUPDO FRQ XQD 2UJDQL]DFLyQ $FUHGLWDGD GH (QWUHQDPLHQWR $72 SRU VXV VLJODV HQ LQJOpV

+RUDV 3HUVRQDOHV GH (VWXGLR SRU $30* KRUDV 'LVSRVLFLRQHV SDUD WLHPSR DGLFLRQDO UHVSHFWR DO OHQJXDMH &DQGLGDWRV TXH SUHVHQWHQ XQ H[DPHQ ย ย

(Q XQ OHQJXDMH TXH QR HV VX OHQJXD PDWHUQD \ 'RQGH HO OHQJXDMH GHO H[DPHQ QR HV VX SULQFLSDO OHQJXDMH GH QHJRFLRV WLHQHQ XQ Pi[LPR GH PLQXWRV SDUD FRPSOHWDU HO H[DPHQ \ WLHQHQ SHUPLWLGR HO XVR GH XQ GLFFLRQDULR

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR

(VTXHPD GH &DOLILFDFLyQ GHO &XUVR

$JHQGD GHO &XUVR \ 'HWDOOHV GHO ([DPHQ

ri n t

ITIL ยฎ

,QWHUPHGLR

$JHQGD GHO &XUVR 'tD 7HPD

,QLFLR

)LQ

7LHPSR 7RWDO HQ KRUDV

8QLGDG

,QWURGXFFLyQ DO &XUVR

,QWURGXFFLyQ D 3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 332

*HVWLyQ GH &DSDFLGDG

$/08(5=2

*HVWLyQ GH &DSDFLGDG

*HVWLyQ GH 'LVSRQLELOLGDG

7DUHD HQ FDVD UHYLVDU HO PDWHULDO GHO GtD

727$/

7RWDO 'HVFRQWDQGR HO DOPXHU]R \ OD WDUHD HQ FDVD

fo r

N ot

โ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR

(VTXHPD GH &DOLILFDFLyQ GHO &XUVR

ia l

ITIL ยฎ

,QWHUPHGLR

$JHQGD GHO &XUVR \ 'HWDOOHV GHO ([DPHQ

at er

$JHQGD GHO &XUVR &RQW 'tD

8QLGDG

7HPD

,QLFLR

)LQ

7LHPSR 7RWDO HQ KRUDV

*HVWLyQ GH 'LVSRQLELOLGDG

$/08(5=2

*HVWLyQ GH OD &RQWLQXLGDG GH 6HUYLFLRV GH 7,

7DUHD HQ FDVD UHYLVDU HO PDWHULDO GHO GtD

727$/

7RWDO 'HVFRQWDQGR HO DOPXHU]R \ OD WDUHD HQ FDVD

Sa m

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Introducciรณn del Curso

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR

(VTXHPD GH &DOLILFDFLyQ GHO &XUVR

$JHQGD GHO &XUVR \ 'HWDOOHV GHO ([DPHQ

ri n t

ITIL ยฎ

,QWHUPHGLR

$JHQGD GHO &XUVR &RQW 'tD 7HPD

,QLFLR

)LQ

*HVWLyQ GH &RQWLQXLGDG GH 6HUYLFLRV GH 7, ,760

*HVWLyQ GH 6HJXULGDG GH OD ,QIRUPDFLyQ

$/08(5=2

*HVWLyQ GH 6HJXULGDG GH OD ,QIRUPDFLyQ

*HVWLyQ GH 'HPDQGD

7DUHD HQ FDVD UHYLVDU HO PDWHULDO GHO GtD

727$/

7RWDO 'HVFRQWDQGR HO DOPXHU]R \ OD WDUHD HQ FDVD

7LHPSR 7RWDO HQ KRUDV

8QLGDG

N ot

fo r

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR

ia l

,QWHUPHGLR

(VTXHPD GH &DOLILFDFLyQ GHO &XUVR

$JHQGD GHO &XUVR \ 'HWDOOHV GHO ([DPHQ

at er

$JHQGD GHO &XUVR &RQW 'tD

8QLGDG

,QLFLR

)LQ

7LHPSR 7RWDO HQ KRUDV

*HVWLyQ GH 'HPDQGD

5ROHV \ 5HVSRQVDELOLGDGHV

M e pl

Sa m

7HPD

$/08(5=2

&RQVLGHUDFLRQHV GH 7HFQRORJtD H ,PSOHPHQWDFLyQ

7DUHD HQ FDVD UHYLVDU HO PDWHULDO GHO GtD

727$/

7RWDO 'HVFRQWDQGR HO DOPXHU]R \ OD WDUHD HQ FDVD

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ ,QWURGXFFLyQ GHO &XUVR

(VTXHPD GH &DOLILFDFLyQ GHO &XUVR

$JHQGD GHO &XUVR \ 'HWDOOHV GHO ([DPHQ

ri n t

ITIL ยฎ

,QWHUPHGLR

$JHQGD GHO &XUVR &RQW 'D\

7HPD

)LQ

7LHPSR 7RWDO HQ KRUDV

$/08(5=2

([DPHQ

727$/

7RWDO 'HVFRQWDQGR HO DOPXHU]R \ OD WDUHD HQ FDVD

727$/ '( +25$6 '( &217$&72

fo r

โ ia l at er M e pl

Sa m 8

N ot

3UHSDUDFLyQ GHO ([DPHQ 6LPXODFUR GH ([DPHQ

,QLFLR

8QLGDG

KRUDV

at er

ia l

–

N ot

fo r

ri n t

Partícipe | ITIL Nivel Intermedio de Certificación | Introducción a PPO

Sa m

Unidad 1 Introducción a PPO

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

ri n t

8QLGDG ,QWURGXFFLyQ D 332

(O *UDQ ยณ3RU TXpยด

ย ยข4Xp KDFH 332 SRU XVWHG" ย ยข4Xp KDFH 332 SDUD VX RUJDQL]DFLyQ"

ITIL ยฎ

โ

N ot

fo r

ย ยข3RU TXp 332"

ย ยข4Xp HV 3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 332 "

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

at er

,QWURGXFFLyQ

ia l

8QLGDG ,QWURGXFFLyQ D 332

332

ย 6H HQIRFD HQ OD KDELOLGDG GH XQD RUJDQL]DFLyQ GH 7, SDUD SODQLILFDU HQWUHJDU JHVWLRQDU \ VRSRUWDU 6HUYLFLRV GH 7, GLDULDPHQWH

ย $\XGD D ODV RUJDQL]DFLRQHV D LPSOHPHQWDU ODV PHMRUHV SUiFWLFDV GH 332 HQ VX 2UJDQL]DFLyQ GH 7, SDUD VHJXUDU TXH ORV 6HUYLFLRV FXPSODQ FRQ ODV H[SHFWDWLYDV GH ORV FOLHQWHV HQ FXDQWR D 8WLOLGDG \ *DUDQWtD

ย $\XGD D ODV 2UJDQL]DFLRQHV GH 7, D HQWHQGHU FyPR EDODQFHDU ODV GHPDQGDV GH ORV FOLHQWHV \ VXV QHFHVLGDGHV FRQ ORV FRVWRV \ OD FDSDFLGDG GH 7,

Sa m

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Introducciรณn a PPO

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

2EMHWLYRV GH $SUHQGL]DMH GH OD 8QLGDG $O ILQDOL]DU HVWD XQLGDG XVWHG VHUi FDSi] GH

ย (QWHQGHU HO SURSyVLWR ORV REMHWLYRV \ HO YDORU GHO 'LVHxR GHO 6HUYLFLR HQ UHODFLyQ FRQ 332

ri n t

ITIL ยฎ

,QWHUPHGLR

ย (QWHQGHU HO URO GH ORV SURFHVRV GH 332 HQ HO &LFOR GH 9LGD GHO 6HUYLFLR

ย (QWHQGHU ORV IXQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

,QWHUPHGLR

โ

N ot

fo r

ย 'HVFULELU FyPR ORV SURFHVRV GHQWUR GH ODV SUiFWLFDV GH 332 VRSRUWDQ HO &LFOR GH 9LGD GHO 6HUYLFLR LQFOX\HQGR VXV UROHV \ UHVSRQVDELOLGDGHV

at er

7HPDV &XELHUWRV HQ (VWD 8QLGDG

Sa m

3URSyVLWR 2EMHWLYRV \ 9DORU GHO 'LVHxR GHO 6HUYLFLR (O &LFOR GH 9LGD HQ &RQWH[WR )XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR 5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332 (MHUFLFLR *UXSDO ,QGLYLGXDO

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

8QLGDG ,QWURGXFFLyQ D 332

ri n t ep

ยณ(O REMHWLYR GHO GLVHxR GH VHUYLFLRV HV GLVHxDU VHUYLFLRV GH 7, GH PDQHUD WDQ HIHFWLYD TXH VROR VHUiQ UHTXHULGDV PtQLPDV PHMRUDV GXUDQWH VX FLFOR GH YLGD ยด

ย

fo r

ยณ( ยณ(O SURSyVLWR GH OD IDVH GH GLVHxR GHO VHUYLFLR GHQWUR GHO FLFOR GH YLGD HV HO GLVHxDU VHUYLFLRV GH 7, MXQWR FRQ ODV SUiFWLFDV GH JRELHUQR GH 7, SURFHVRV \ SROtWLFDV SDUD HQWHQGHU OD HVWUDWHJLD GHO SURYHHGRU GH VHUYLFLRV \ IDFLOLWDU OD LQWURGXFFLyQ GH HVWRV VHUYLFLRV HQ ORV DPELHQWHV VRSRUWDGRV DVHJXUDQGR FDOLGDG HQ OD HQWUHJD GH VHUYLFLRV VDWLVIDFFLyQ GHO FOLHQWH \ OD SURYLVLyQ HIHFWLYD HQ FRVWRV GH ORV VHUYLFLRV ยด

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

N ot

ย

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

2EMHWLYRV

3URSyVLWR R

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

4XRWHG WH[W VRXUFH LV IURP ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW ย $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

โ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

ITIL ยฎ

,QWHUPHGLR

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

$OFDQFH

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

'LVHxR GHO 6HUYLFLR

ย 3URYHH JXtD SDUD HO GLVHxR GH 6HUYLFLRV GH 7, DSURSLDGRV H LQQRYDGRUHV TXH FXPSODQ FRQ ORV UHTXHULPLHQWRV GH QHJRFLR DFRUGDGRV WDQWR DFWXDOHV FRPR IXWXURV

ย 'HVFULEH ORV SULQFLSLRV GHO 'LVHxR GH 6HUYLFLR

ย 6H RFXSD GH OD LGHQWLILFDFLyQ GHILQLFLyQ \ DOLQHDFLyQ GH OD VROXFLyQ GH 7, FRQ ORV UHTXHULPLHQWRV GHO QHJRFLR

ย ,QWURGXFH HO FRQFHSWR GH 3DTXHWH GH 'LVHxR GH 6HUYLFLR \ FXLGD HQ VHOHFFLRQDU HO PRGHOR DSURSLDGR GH 'LVHxR GH 6HUYLFLR

Sa m

ย 5HIXHU]D HO SULQFLSLR GH TXH HO 'LVHxR GH 6HUYLFLR LQLFLDO GHEHUtD VHU GLULJLGR SRU XQ Q~PHUR GH IDFWRUHV LQFOX\HQGR

o /RV UHTXHULPLHQWRV IXQFLRQDOHV o /RV UHTXHULPLHQWRV GHQWUR GHO $FXHUGR GH 1LYHOHV GH 6HUYLFLR 6/$V SRU VXV VLJODV HQ LQJOpV o /RV EHQHILFLRV GHO QHJRFLR o /DV UHVWULFFLRQHV JOREDOHV GH GLVHxR

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Introducciรณn a PPO

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

9DORU GHO 'LVHxR GH 6HUYLFLR

ย 5HGXFH HO &RVWR 7RWDO GH 3URSLHGDG 7&2 SRU VXV VLJODV HQ LQJOpV ย )DFLOLWD OD LPSOHPHQWDFLyQ GH VHUYLFLRV QXHYRV R FDPELDGRV

ย 0HMRUD o /D &DOLGDG GHO 6HUYLFLR o /D &RQVLVWHQFLD GHO 6HUYLFLR

fo r

o /D $OLQHDFLyQ GHO 6HUYLFLR \ VX GHVHPSHxR o (O *RELHUQR GH 7,

ย $GRSWDU H LPSOHPHQWDU HQIRTXHV FRQVLVWHQWHV \ HVWiQGDUHV SDUD HO 'LVHxR GH 6HUYLFLRV

ri n t

ITIL ยฎ

,QWHUPHGLR

o /D HIHFWLYLGDG GH ORV SURFHVRV GH *HVWLyQ GHO 6HUYLFLR \ 7, o /D LQIRUPDFLyQ \ OD WRPD GH GHFLVLRQHV

N ot

o /D DOLQHDFLyQ FRQ ODV HVWUDWHJLDV \ YDORUHV GHO FOLHQWH

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

,QWHUPHGLR

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

$XGLHQFLD 2EMHWLYR 2UJDQL]DFLRQHV

Sa m

ย 3URYHHGRUHV GH 6HUYLFLRV WDQWR LQWHUQRV FRPR H[WHUQRV ย 2UJDQL]DFLRQHV TXH EXVTXHQ PHMRUDU VHUYLFLRV D WUDYpV GH OD DSOLFDFLyQ HIHFWLYD GH SULQFLSLRV GH *HVWLyQ GH 6HUYLFLRV \ XQ HQIRTXH DO FLFOR GH YLGD GHO VHUYLFLR

3URIHVLRQDOHV ย $UTXLWHFWRV GH 7, ย *HUHQWHV \ (VSHFLDOLVWDV GH 7, ย 3URSLHWDULRV GH 6HUYLFLRV GH 7, ย *HUHQWHV GH 5HODFLRQHV GH 1HJRFLRV

ย 2UJDQL]DFLRQHV TXH UHTXLHUDQ XQ HQIRTXH GH JHVWLyQ FRQVLVWHQWH D WUDYpV GH WRGRV ORV SURYHHGRUHV GH VHUYLFLRV HQ XQD FDGHQD GH VXPLQLVWURV R FDGHQD GH YDORU ย 2UJDQL]DFLRQHV TXH HVWiQ VDOLHQGR D RIHUWDU VXV VHUYLFLRV

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

8QLGDG ,QWURGXFFLyQ D 332 )XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

ri n t

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

0HMRUD FRQWLQX D GHO VHUYLFLR

(O &LFOR GH 9LGD GHO 6HUYLFLR GH ,7,/

7UDVLFLyQ GHO VHUYLFLR

2SHUDFLyQ GHO 6HUYLFLR

N ot

'LVHxR GHO VHUYLFLR

fo r

(VWUDWHJLD GHO 6HUYLFLR

(O &LFOR GH 9LGD GHO 6HUYLFLR GH ,7,/ %DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

ia l

8QLGDG ,QWURGXFFLyQ D 332

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR 8Q 6HUYLFLR (ILFLHQWH HQ &RVWR QR HV SRVLEOH VLQ HO 'LVHxR GHO 6HUYLFLR

Sa m

ยณ$GRSWDQGR H LPSOHPHQWDQGR HQIRTXHV FRQVLVWHQWHV \ HVWDQGDUL]DGRV SDUD HO 'LVHxR GHO 6HUYLFLR ย +DELOLWDUi D ORV SUR\HFWRV D HVWLPDU HO FRVWR GXUDFLyQ UHTXHULPLHQWR GH UHFXUVRV \ ULHVJRV DVRFLDGRV FRQ OD IDVH GH 'LVHxR GHO 6HUYLFLR GH PDQHUD PiV SUHFLVD ย 5HVXOWDUi HQ XQ PD\RU YROXPHQ GH FDPELRV H[LWRVRV ย +DUi ORV PpWRGRV GH GLVHxR PiV IiFLOHV GH DGRSWDU \ VHJXLU SRU OD JHQWH ย +DELOLWDUi ORV DFWLYRV GHO 'LVHxR GH 6HUYLFLR SDUD VHU FRPSDUWLGRV \ UHXWLOL]DGRV D WUDYpV GH SUR\HFWRV \ VHUYLFLRV ย 5HGXFLUi UHWUDVRV GHULYDGRV GH OD QHFHVLGDG GH UHGLVHxDU SUHYLR D OD WHUPLQDFLyQ GH OD 7UDQVLFLyQ GHO 6HUYLFLR ย 0HMRUDUi HO PDQHMR GH ODV HVSHFWDWLYDV GH WRGDV ODV SDUWHV LQWHUHVDGDV H LQYROXFUDGDV HQ HO 'LVHxR GHO 6HUYLFLR LQFOX\HQGR FOLHQWHV XVXDULRV SURYHHGRUHV VRFLRV \ SUR\HFWRV FLRV \ SUR\HFWRV ย ,QFUHPHQWDUi OD FRQILDQ]D HQ TXH HO VHUYLFLR QXHYR R FDPELDGR SXHGH VHU HU HQWUHJDGR GH DFXHUGR D ODV HVSHFLILFDFLRQHV VLQ DIHFWDFLRQHV LQHVSHUDGDV GDV HQ RWURV VHUYLFLRV R LQWHUHVDGRV ย $VHJXUDUi TXH ORV VHUYLFLRV QXHYRV R FDPELDGRV SRGUiQ VHU PDQWHQLGRV V \ HIHFWLYRV HQ FRVWR ยด

4XRWHG WH[W VRXUFH LV IURP ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW ย $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Introducciรณn a PPO

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332 )XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

(O QHJRFLR FOLHQWHV

6LVWHPD GH JHVWLyQ GH FRQRFLPLHQWR

(VWUDWHJLD GHO 6HUYLFLR 3ROtWLFDV

(VWUDWHJLDV

'LVHxR GHO 6HUYLFLR

7UDQVLFyQ GHO 6HUYLFLR

6ROXFLRQHV SUREDGDV

$FWXDOL]DFLRQHV 6.06

,PSOHPHQWDFLyQ GH SODQHV GH WUDQVLFLyQ

fo r

6HUYLFLRV QXHYRV FDPELDGRV UHWLUDGRV

3DTXHWHV GH GLVHxR GH VHUYLFLRV

(VWiQGDUHV

$UTXLWHFWXUDV

'LVHxRV GH VROXFLyQ

3URSXHVWD GH FDPELR HVWDWXWR GHO VHUYLFLR

5HFXUVRV \ OLPLWDFLRQHV

5HTXHULPLHQWRV

3RUWDIRLOLR GH 6HUYLFLRV

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

ri n t

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

ITIL ยฎ

,QWHUPHGLR

/RJURV FRQWUD REMHWLYRV

2SHUDFLyQ GHO 6HUYLFLR

N ot

&DWiORJR GH 6HUYLFLRV

9DORU SDUD HO QHJRFLR

6HUYLFLRV 2SHUDWLYRV YLYRV

0HMRUD &RQWLQXD GHO 6HUYLFLR

5HJLVWUR &6, DFFLRQHV GH PHMRUD \ SODQHV

,QWHJUDFLyQ D WUDYpV GHO &LFOR GH 9LGD GHO 6HUYLFLR %DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

,QWHUPHGLR

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

'LVHxR GHO 6HUYLFLR \ &DPELR *HQHUDO GHO 1HJRFLR

5HTXHULPLHQWRV GHO QHJRFLR \ IDFWLELOLGDG

'HVDUUROOR GHO SURFHVR GH QHJRFLR

,PSOHPHQWDFLyQ GHO SURFHVR GH QHJRFLR

5HTXHULPLHQWR GH VHUYLFLR GH 7,

(QWHQGHU ORV EHQHILFLRV GHO QHJRFLR

6HUYLFLR GH 7, &LFOR GH YLGD GHO 6HUYLFLR GH 7,

Sa m

&DPELR HQ HO SURFHVR GH QHJRFLR

(O 3URFHVR GH &DPELR GHO 1HJRFLR

%DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

ri n t

,QWHUPHGLR

$OFDQFH \ )OXMR GHO 'LVHxR GHO 6HUYLFLR (O QHJRFLR # V T J O 3URFHVR GH # V T J O F T T F T T P D 1 S P D1 S F T T F T T QHJRFLR

6HUYLFLR $

J O F T T 3URFHVR GH # V T # V T J OS F T T 1 1 S P D F P T D T F T T QHJRFLR

)

(

3URYHHGRU GH 6HUYLFLRV GH 7,

2SHUDFLyQ GHO VHUYLFLR 0HMRUD FRQWLQXD GHO VHUYLFLR (TXLSRV GH 6RSRUWH

'LVHxR GH SURFHVRV 3URFHVR GH JHVWLyQ GHO VHUYLFLR 3URFHVR GH JHVWLyQ GHO VHUYLFLR 3URFHVR GH JHVWLyQ GHO VHUYLFLR 3URFHVR GH JHVWLyQ GHO VHUYLFLR 3URFHVR GH JHVWLyQ GHO VHUYLFLR

'LVHxR GH VLVWHPDV GH JHVWLyQ GH LQIRUPDFLyQ \ KHUUDPLHQWDV

fo r

7UDQVLFLyQ GHO VHUYLFLR

6LVWHPD GH *HVWLyQ GHO &RQRFLPLHQWR GHO 6HUYLFLR

'LVHxR GHO 6HUYLFLR

'LVHxR GH VROXFLRQHV GH VHUYLFLR

'LVHxR GH DUTXLWHFWXUDV WHFQROyJLFDV \ DUTXLWHFWXUDV GH JHVWLyQ

3RUWDIROLR GH VHUYLFLRV

&DWiORJR GH 6HUYLFLRV

'LVHxR GH PpWRGRV GH PHGLFLyQ \ PpWULFDV

N ot

(VWUDWHJLD GHO VHUYLFLR

T J O # V T # V J O F T F T T 3URFHVR GH DT F T T 1 S P D1 S F PT T QHJRFLR

6/$V

6HUYLFLR GH 1HJRFLR &

6HUYLFLR GH 1HJRFLR %

6HUYLFLR GH 1HJRFLR $

3URYHHGRUHV

$OFDQFH \ )OXMR GHO 'LVHxR GHO 6HUYLFLR %DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

,QWHUPHGLR

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

$VSHFWRV GHO 'LVHxR GHO 6HUYLFLR 6ROXFLyQ GH 6HUYLFLR

6LVWHPDV GH *HVWLyQ GHO 6HUYLFLR \ +HUUDPLHQWDV

$UTXLWHFWXUDV 7HFQROyJLFDV \ 6LVWHPDV GH *HVWLyQ

Sa m

3URFHVRV

0pWRGRV GH 0HGLFLyQ \ 0pWULFDV

ย $VHJXUD TXH HVWH VHUYLFLR QXHYR R FDPELDGR HVWp DOLQHDGR FRQ WRGRV ORV GHPiV VHUYLFLRV ย 5HYLVD ORV VLVWHPDV GH *HVWLyQ GHO 6HUYLFLR \ ODV KHUUDPLHQWDV SDUD DVHJXUDU TXH HOODV VHDQ FDSDFHV GH VRSRUWDU ORV VHUYLFLRV QXHYRV R FDPELDGRV ย $VHJXUD TXH WRGDV ODV DUTXLWHFWXUDV WHFQROyJLFDV \ VLVWHPDV GH JHVWLyQ VRQ FRQVLVWHQWHV FRQ \ FDSDFHV GH RSHUDU \ PDQWHQHU HO QXHYR VHUYLFLR

ย $VHJXUD TXH ORV SURFHVRV UROHV UHVSRQVDELOLGDGHV \ KDELOLGDGHV WLHQHQ OD FDSDFLGDG SDUD RSHUDU VRSRUWDU \ PDQWHQHU HO VHUYLFLR QXHYR R FDPELDGR ย $VHJXUD TXH ORV PpWRGRV GH PHGLFLyQ H[LVWHQWHV SXHGHQ SURYHHU ODV PpWULFDV UHTXHULGDV SRU HO VHUYLFLR QXHYR R FDPELDGR

Partícipe | ITIL Nivel Intermedio de Certificación | Introducción a PPO

ITIL ®

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

ri n t

,QWHUPHGLR

9DORU SDUD HO 1HJRFLR

(O IRFR GHO QHJRFLR HQ OD *HVWLyQ GH 6HUYLFLRV GH 7, ,760 KDELOLWD D XQD RUJDQL]DFLyQ 3URYHHGRUD GH 6HUYLFLRV GH 7, D

N ot

fo r

³$OLQHDU OD SURYLVLyQ GH VHUYLFLRV GH 7, FRQ ODV PHWDV \ ORV REMHWLYRV GHO QHJRFLR 3ULRUL]DU WRGDV ODV DFWLYLGDGHV GH 7, EDVDGRV HQ HO LPSDFWR DO QHJRFLR \ OD XUJHQFLD DVHJXUDQGR TXH ORV SURFHVRV FUtWLFRV GHO QHJRFLR \ ORV VHUYLFLRV UHFLEHQ OD PD\RU DWHQFLyQ ,QFUHPHQWDU OD SURGXFWLYLGDG \ UHQWDELOLGDG GHO QHJRFLR PHGLDQWH HO LQFUHPHQWR GH OD HILFLHQFLD \ OD HIHFWLYLGDG GH ORV SURFHVRV GH 7, 6RSRUWDU ORV UHTXHULPLHQWRV GH JRELHUQR FRUSRUDWLYR FRQ HO DSURSLDGR JRELHUQR \ FRQWUROHV GH 7, &UHDU YHQWDMDV FRPSHWLWLYDV D WUDYpV GHO DSURYHFKDPLHQWR H LQQRYDFLyQ GH OD LQIUDHVWUXFWXUD GH 7, FRPR XQ WRGR 0HMRUDU OD FDOLGDG GHO VHUYLFLR OD VDWLVIDFFLyQ GHO FOLHQWH \ OD SHUFHSFLyQ GHO XVXDULR $VHJXUDU HO FXPSOLPLHQWR UHJXODWRULR \ OHJDO $VHJXUDU ORV QLYHOHV DSURSLDGRV GH SURWHFFLyQ HQ WRGRV ORV DFWLYRV GH LQIRUPDFLyQ \ 7, yQ \ 7, $VHJXUDU TXH ORV VHUYLFLRV GH 7, FRQWLQ~DQ DOLQHDGRV FRQ ODV FDPELDQWHV QHFHVLGDGHV GHO QHJRFLR D OR ODUJR GHO WLHPSR ´

4XRWHG WH[W VRXUFH LV IURP ,7,/ 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

–

ITIL ®

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

,QWHUPHGLR

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

'HPRVWUDQGR 9DORU GH 1HJRFLR

3DUD DVHJXUDU TXH OD SURYLVLyQ GH 6HUYLFLR HVWi OLJDGD DO YDORU GH QHJRFLR HO 3URYHHGRU GH 6HUYLFLR SXHGH

Sa m

$FRUGDU QLYHOHV GH 6HUYLFLR 6/$V \ REMHWLYRV D WUDYpV GH WRGD OD RUJDQL]DFLyQ \ DVHJXUDU TXH ORV SURFHVRV FUtWLFRV GH QHJRFLR UHFLEDQ WRGD OD DWHQFLyQ 0HGLU OD FDOLGDG GH 7, HQ WpUPLQRV GHO QHJRFLR XVXDULR \ UHSRUWDU OR TXH HV UHOHYDQWH D ORV XVXDULRV SRU HMHPSOR VDWLVIDFFLyQ GHO FOLHQWH \ YDORU GH QHJRFLR 0DSHDU SURFHVRV GH QHJRFLR FRQ LQIUDHVWUXFWXUD GH 7, \D TXH QXHYRV FRPSRQHQWHV VRQ FRQWLQXDPHQWH DGLFLRQDGRV OR FXDO LQFUHPHQWD OD SRVLELOLGDG GH LQWHUUXSFLRQHV FDXVDGDV SRU 7, \ SpUGLGD GH IRFR HQ ORV VHUYLFLRV GHO QHJRFLR \ ORV SURFHVRV 0DSHDU SURFHVRV GH QHJRFLR DO QHJRFLR \ PHGLFLRQHV GHO 6HUYLFLR \ KDFHU TXH ORV 6HUYLFLRV VH HQIRTXHQ HQ PHGLFLRQHV OLJDGDV D ORV DVSHFWRV FODYHV GH GHVHPSHxR GHO QHJRFLR 0DSHDU UHFXUVRV GH LQIUDHVWUXFWXUD D 6HUYLFLRV \ WRPDU WRWDO YHQWDMD GH FRPSRQHQWHV FUtWLFRV GH 7, GHQWUR GHO 6LVWHPD GH *HVWLyQ GH OD &RQILJXUDFLyQ &06 ORV FXDOHV HVWiQ GH *HVWLyQ UHODFLRQDGRV D SURFHVRV FUtWLFRV GH QHJRFLR 8VDU LQIRUPDFLyQ GHQWUR GHO 6LVWHPD GH *HVWLyQ GH &RQRFLPLHQWR 6.06 3URYHHU PHGLFLRQHV \ PRQLWRUHR SXQWD D SXQWD GHO GHVHPSHxR HQ OtQHD GH ORV SURFHVRV GHO QHJRFLR TXH VRQ SHULyGLPDQHWH UHSRUWDGRV FRQWUD ORV REMHWLYRV GH 6/$V

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

8QLGDG ,QWURGXFFLyQ D 332 )XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

ri n t

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

'LVHxR GHO 6HUYLFLR ([KDXVWLYR H ,QWHJUDGR

ย 6HDQ UHQWDEOHV

ย &XPSODQ FRQ ORV UHTXHULPLHQWRV GH VHJXULGDG GH ORV FOLHQWHV ย 6HDQ IOH[LEOHV \ DGDSWDEOHV

ย (VWpQ RULHQWDGRV DO QHJRFLR \ DO FOLHQWH HQIRFDGRV \ RULHQWDGRV

(V HVHQFLDO TXH ORV 6LVWHPDV \ 6HUYLFLRV GH 7, VHDQ GLVHxDGRV SODQHDGRV LPSOHPHQWDGRV \ JHVWLRQDGRV DSURSLDGDPHQWH SDUD HO QHJRFLR HQ VX FRQMXQWR (O UHTXHULPLHQWR HV HQWRQFHV SURYHHU 6HUYLFLRV TXH

fo r

ย 3XHGDQ DEVRUEHU XQD GHPDQGD VLHPSUH FUHFLHQWH HQ YROXPHQ \ HQ YHORFLGDG GH FDPELR

ย &XPSODQ FRQ ODV FUHFLHQWHV QHFHVLGDGHV GHO QHJRFLR SDUD VX RSUHUDFLyQ FRQWtQXD ย (VWpQ JHVWLRQDGRV \ RSHUDGRV HQ XQ QLYHO DFHSWDEOH GH ULHVJR

N ot

ย 4XH VHDQ DSWRV

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

ITIL ยฎ

,QWHUPHGLR

โ

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

/DV &XDWUR 3ยถV

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

3URGXFWRV 7HFQRORJtD

3URFHVRV 6RFLRV 3URYHHGRUHV

Sa m

3HUVRQDV

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Introducciรณn a PPO

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

8QLGDG ,QWURGXFFLyQ D 332 )XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

ri n t

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

'LVHxR GHO 6HUYLFLR ([KDXVWLYR H ,QWHJUDGR &RQW

/DV VLJXLHQWHV VRQ DFFLRQHV TXH QHFHVLWDQ VHU UHDOL]DGDV GHVGH HO LQLFLR GHO 'LVHxR GHO 6HUYLFLR SDUD DVHJXUDU TXH OD VROXFLyQ FXPSOD FRQ ORV UHTXHULPLHQWRV GHO QHJRFLR

/D QXHYD VROXFLyQ GH 6HUYLFLR GHEH VHU DJUHJDGD DO 3RUWDIROLR GH 6HUYLFLRV JHQHUDO GHVGH OD IDVH GH FRQFHSWR ย (O 3RUWDIROLR GH 6HUYLFLRV GHEH VHU DFWXDOL]DGR SDUD UHIOHMDU HO HVWDWXV GH FXDOTXLHU GHVDUUROOR LQFUHPHQWDO R LWHUDWLYR ย &RPR SDUWH GHO DQiOLVLV LQLFLDO GHO VLVWHPD 6HUYLFLR H[LVWLUi OD QHFHVLGDG GH HQWHQGHU ORV 5HTXHULPLHQWRV GH 1LYHO GH 6HUYLFLR 6/5V SRU VXV VLJODV HQ LQJOpV GHO 6HUYLFLR SDUD FXDQGR pVWH HVWp RSHUDWLYR ย $ SDUWLU GH ORV 6/5V ORV GLIHUHQWHV SURFHVRV \ IXQFLRQHV GHEHQ DVHJXUDU VL ORV UHTXHULPLHQWRV GHO FOLHQWH SXHGHQ VHU DOFDQ]DGRV FRQ ORV UHFXUVRV \ FDSDFLGDGHV DFWXDOHV ย 6L QXHYD LQIUDHVWUXFWXUD HV UHTXHULGD SDUD HO QXHYR 6HUYLFLR R SDUD GDU VRSRUWH H[WHQGLGR *HVWLyQ )LQDQFLHUD SDUD 6HUYLFLRV GH 7, GHEHUi VHU LQYROXFUDGD SDUD HVWDEOHFHU HO SUHVXSXHVWR ย 8Q $QiOLVLV GH ,PSDFWR GH 1HJRFLR %,$ SRU VXV VLJODV HQ LQJOpV LQLFLDO \ XQD (YDOXDFLyQ GHO 5LHVJR GHEHQ VHU UHDOL]DGRV D ORV 6HUYLFLRV DQWHV GH VX LPSOHPHQWDFLyQ ย /D 0HVD GH 6HUYLFLR QHFHVLWDUi VHU DYLVDGD GH ORV QXHYRV 6HUYLFLRV FRQ VXILFLHQWH DQWLFLSDFLyQ D VX RSHUDFLyQ HQ YLYR SDUD SUHSDUDU \ HQWUHQDU D VX SHUVRQDO ย /DV IXQFLRQHV GH *HVWLyQ 7pFQLFD *HVWLyQ GH $SOLFDFLyQ \ *HVWLyQ GH 2SHUDFLyQ GH 7, WDPELpQ QHFHVLWDQ VHU V PLVPRV DYLVDGRV GH ORV QXHYRV VHUYLFLRV SDUD SHUPLWLUOHV SODQLILFDU XQ VRSRUWH RSHUDFLRQDO HIHFWLYR GH ORV PLVPRV ย 7UDQVLFLyQ GHO 6HUYLFLR SXHGH LQLFLDU OD 3ODQLILFDFLyQ GH OD LPSOHPHQWDFLyQ \ WUDEDMDU HQ HO SURJUDPD GH &DPELRV ย *HVWLyQ GH 3URYHHGRUHV QHFHVLWDUi VHU LQYROXFUDGR VL VH UHTXLUHQ FRQWUDWDFLRQHV SDUD HO QXHYR VHUYLFLR

N ot

fo r

ย

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

,QWHUPHGLR

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

'LDJUDPD GH &RPSRVLFLyQ GHO 6HUYLFLR *HVWLyQ GH 6HUYLFLRV GH 1HJRFLR

6HUYLFLR GH 1HJRFLR $ HQWUHJDGR D FOLHQWHV GH QHJRFLR

5HTXHULPLHQWRV VROLFLWXG

*HVWLyQ GH 6HUYLFLRV GH 7,

Sa m

8WLOLGDG 1RPEUH GHVFULSFLyQ SURSyVLWR LPSDFWR FRQWDFWRV *DUDQWtD 1LYHOHV GH VHUYLFLR REMHWLYRV +RUDULR GH VHUYLFLR JDUDQWtD UHVSRQVDELOLGDGHV

3URFHVR GH 1HJRFLR

$FWLYRV &DSDFLGDGHV 5HFXUVRV SHUVRQDO KDELOLGDGHV

3URFHVR GH 1HJRFLR

3ROtWLFD JRELHUQR FXPSOLPLHQWR HVWUDWHJLD

6HUYLFLR 7,

6HUYLFLR

6/$V 6/5V ,QFOX\HQGR &RVWR SUHFLR

$FWLYRV UHFXUVRV 6LVWHPDV DFWLYRV FRPSRQHQWHV $FWLYRV &DSDFLGDGHV 3URFHVRV REMHWLYRV GH VRSRUWH UHFXUVRV

3URFHVR GH 1HJRFLR

,QIUDHVWUXFWXUD

2/$V FRQWUDWRV

(QWRUQR

$SR\R D 6HUYLFLRV

'DWRV

$SOLFDFLRQHV

3URFHVRV GH *HVWLyQ GH 6HUYLFLRV

(TXLSRV GH 3URYHHGRUHV 6RSRUWH

&RPSRVLFLyQ GHO 6HUYLFLR %DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

*UiILFD DPSOLDGD SURYLVWD HQ HO $SpQGLFH )

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

8QLGDG ,QWURGXFFLyQ D 332 )XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

fo r

(VWH FRPLWp WLHQH OD UHVSRQVDELOLGDG JHQHUDO GH HVWDEOHFHU HO JRELHUQR GLUHFFLyQ SROtWLFD \ HVWUDWHJLD SDUD ORV 6HUYLFLRV GH 7, /D IXQFLyQ GH XQ *UXSR GH (VWUDWHJLD R 'LUHFFLyQ GH 7, ,6* SRU VXV VLJODV HQ LQJOpV HV DFWXDU FRPR XQD DVRFLDFLyQ HQWUH 7, \ HO QHJRFLR

0XFKDV FRPSDxtDV WLHQHQ XQ FRPLWp FRQIRUPDGR SRU UROHV GH DOWD GLUHFFLyQ WDQWR GHO ODGR GHO QHJRFLR FRPR GHO ODGR GH 7, SDUD DVHJXUDU TXH HO QHJRFLR \ ORV 6HUYLFLRV GH 7, SHUPDQH]FDQ VLQFURQL]DGRV

(VWDEOHFLHQGR OD 'LUHFFLyQ 3ROtWLFD \ (VWUDWHJLD SDUD 6HUYLFLRV GH 7,

ITIL ยฎ

โ

N ot

(O JUXSR GHEHUi SURSRUFLRQDU OD YLVLyQ HVWDEOHFHU OD GLUHFFLyQ \ GHWHUPLQDU ODV SULRULGDGHV GH SURJUDPDV \ SUR\HFWRV LQGLYLGXDOHV SDUD DVHJXUDU TXH 7, HVWi DOLQHDGR \ HQIRFDGR HQ ORV REMHWLYRV \ FRQGXFWRUHV GH QHJRFLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

ia l

8QLGDG ,QWURGXFFLyQ D 332

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

(VWDEOHFLHQGR OD 'LUHFFLyQ 3ROtWLFD \ (VWUDWHJLD SDUD 6HUYLFLRV GH 7, &RQW (O ,6* LQFOXLUi GLVFXVLRQHV HQ WRGRV ORV DVSHFWRV GHO QHJRFLR TXH LQYROXFUHQ VHUYLFLRV GH 7, DVt FRPR WDPELpQ FXDOTXLHU SRVLEOH R SURSXHVWR &DPELR D QLYHO HVWUDWpJLFR 7HPDV D GLVFXWLU SRU HO ,6* SXHGHQ LQFOXLU ยณ5HYLVLyQ GH SODQHV GH 1HJRFLR \ GH 7, ,GHQWLILFDU FXDOTXLHU FDPELR HQ FXDOTXLHU iUHD TXH SXGLHUD GLVSDUDU OD QHFHVLGDG SDUD FUHDU DPSOLDU R PHMRUDU VHUYLFLRV ย 3ODQLILFDFLyQ GH OD GHPDQGD ,GHQWLILFDU FXDOTXLHU FDPELR HQ OD GHPDQGD WDQWR HQ HO FRUWR FRPR HQ HO PHGLDQR SOD]R ORV FXDOHV SXHGHQ VHU LQFUHPHQWRV R GHFUHPHQWRV HQ OD GHPDQGD WDQWR SDUD SUR\HFWRV DVt FRPR SDUD OD RSHUDFLyQ GLDULD ย $XWRUL]DFLyQ GH SUR\HFWRV \ SULRUL]DFLyQ $VHJXUDU TXH ORV SUR\HFWRV VRQ DXWRUL]DGRV \ SULRUL]DGRV SDUD OD PXWXD VDWLVIDFFLyQ GHO QHJRFLR \ GH 7, ย 5HYLVLyQ GH 3UR\HFWRV $VHJXUDU TXH ORV EHQHILFLRV HVSHUDGRV SRU HO QHJRFLR HVWiQ VLHQGR DOFDQ]DGRV GH DFXHUGR FRQ ORV FDVRV GH QHJRFLR GHO SUR\HFWR H LGHQWLILFDU FXDQGR pVWRV HVWiQ R QR GH DFXHUGR D ORV WLHPSRV HVWDEOHFLGRV ย 2SUWXQLGDGHV GH ([WHUQDOL]DFLyQ ,GHQWLILFDU OD QHFHVLGDG \ HO FRQWHQLGR GH HVWUDWHJLDV GH FRQWUDWDFLyQ SDUD OD SURYLVLyQ GH 6HUYLFLRV GH 7, ย 5HYLVLyQ GH OD HVWUDWHJLD 1HJRFLR 7, 'LVFXWLU ORV SULQFLSDOHV FDPELRV D OD HVWUDWHJLD GHO QHJRFLR \ ORV SULQFLSDOHV FDPELRV SURSXHVWRV D OD HVWUDWHJLD GH 7, \ WHFQRORJtD SDUD DVHJXUDU OD DOLQHDFLyQ FRQWLQXD ย &RQWLQXLGDG GHO 1HJRFLR \ FRQWLQXLGDG GH ORV 6HUYLFLRV GH 7, (O JUXSR R XQD SDUWH GHO JUXSR HV 6H F RV GH UHVSRQVDEOH GH OD DOLQHDFLyQ GH ODV HVWUDWHJLDV GH FRQWLQLXGDG GHO QHJRFLR \ FRQWLQXLGDG GH ORV 6HUYLFLRV GH 7, ย 3ROtWLFDV \ (VWiQGDUHV (O ,6* HV UHVSRQVDEOH GH DVHJXUDU TXH ODV SROtWLFDV \ HVWiQGDUHV SDUWLFXODUPHQWH DTXHOODV UHODFLRQDGDV D OD (VWUDWHJLD )LQDQFLHUD \ *HVWLyQ GHO 'HVHPSHxR HVWiQ HVWDEOHFLGDV \ DOLQHDGDV FRQ OD YLVLyQ FRUSRUDWLYD JOREDO \ VXV REMHWLYRV ยด

Sa m

ย

4XRWHG WH[W VRXUFH LV IURP ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW ย $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

ri n t

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Introducciรณn a PPO

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

(O *UXSR GH (VWUDWHJLD 'LUHFFLyQ GH 7,

(O JUXSR GH GLUHFFLyQ GH 7, HVWDEOHFH OD GLUHFFLyQ SDUD ODV SROtWLFDV \ SODQHV GHVGH HO QLYHO FRUSRUDWLYR KDVWD HO QLYHO RSHUDWLYR GH XQD RUJDQL]DFLyQ

N ot

*HVWLRQDU ORV SUR\HFWRV UHTXHULGRV SRU HO QHJRFLR

$VHJXUDU OD UHDOL]DFLyQ GH ORV SUR\HFWRV

fo r

(O 3RUWDIROLR GH 6HUYLFLRV OH SHUPLWH DO ,6*

'LULJLU \ RULHQWDU OD VHOHFFLyQ GH ODV LQYHUVLRQHV

6HOHFFLRQDU SULRUL]DU \ SODQLILFDU

ri n t

ITIL ยฎ

,QWHUPHGLR

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

,QWHUPHGLR

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

2SWLPL]DQGR HO 'HVHPSHxR GHO 'LVHxR

/DV DFWLYLGDGHV GH RSWLPL]DFLyQ GHO GLVHxR UHTXLHUHQ OD LPSOHPHQWDFLyQ GH SURFHVRV GRFXPHQWDGRV MXQWR FRQ XQ LPSHULRVR 6LVWHPD GH *HVWLyQ GH OD &DOLGDG 406 SRU VXV VLJODV HQ LQJOpV

Sa m

(O LPSDFWR GH ODV DFWLYLGDGHV HQ WRGDV ODV HWDSDV GHO FLFOR GH YLGD GHEHQ VHU PHGLGDV FXDQGR VH HVWiQ FRQVLGHUDQGR ODV DFWLYLGDGHV GH PHMRUD \ RSWLPL]DFLyQ GHO 'LVHxR GHO 6HUYLFLR /DV PHGLFLRQHV \ PpWULFDV GHO 'LVHxR GHO 6HUYLFLR GHEHQ FRQVLGHUDU OD FDQWLGDG GH DFWLYLGDG QHFHVDULD SDUD HO UHWUDEDMR \ OD PHMRUD

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

ri n t

ITIL ยฎ

,QWHUPHGLR

&RRUGLQDFLyQ GHO 'LVHxR ย 3URYHH \ PDQWLHQH XQ SXQWR ~QLFR GH FRRUGLQDFLyQ \ FRQWURO SDUD WRGDV ODV DFWLYLGDGHV \ SURFHVRV GHQWUR GH OD (WDSD GH 'LVHxR

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ia l

,QWHUPHGLR

โ

N ot

fo r

ย +DELOLWD DO 3URYHHGRU GH 6HUYLFLRV D FUHDU GLVHxRV LQWHJUDOHV \ DSURSLDGRV D WUDYpV GH OD DFFLyQ ELHQ FRRUGLQDGD

(O SURFHVR GH &RRUGLQDFLyQ GHO 'LVHxR

3URSyVLWR 2EMHWLYRV \ 9DORU GHO (O &LFOR GH 9LGD HQ &RQWH[WR 'LVHxR GHO 6HUYLFLR

)XQGDPHQWRV GHO 'LVHxR GHO 6HUYLFLR

5RO GH &RRUGLQDFLyQ GHO 'LVHxR GHQWUR GH 332

at er

,QWHUIDFHV GH OD &RRUGLQDFLyQ GHO 'LVHxR *HVWLyQ GHO 3RUWDIROLR GH 6HUYLFLRV *HVWLyQ GH &DPELRV

*HVWLyQ )LQDQFLHUD SDUD 6HUYLFLRV GH 7, 3ODQLILFDFLyQ \ 6RSRUWH GH OD 7UDQVLFLyQ

*HVWLyQ (VWUDWpJLFD SDUD 6HUYLFLRV GH 7,

*HVWLyQ GH /LEHUDFLyQ H ,PSOHPHQWDFLyQ

9DOLGDFLyQ \ 3UXHEDV GHO 6HUYLFLR (YDOXDFLyQ GHO &DPELR

Sa m

*HVWLyQ GH 1LYHOHV GH 6HUYLFLR

*HVWLyQ GH OD 'LVSRQLELOLGDG *HVWLyQ GH OD &DSDFLGDG *HVWLyQ GH OD &RQWLQXLGDG GH ORV 6HUYLFLRV GH 7, *HVWLyQ GH OD 6HJXULGDG GH OD ,QIRUPDFLyQ ,60 SRU VXV VLJODV HQ LQJOpV

*HVWLyQ GH 3URYHHGRUHV

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Introducciรณn a PPO

ITIL ยฎ

,QWHUPHGLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG ,QWURGXFFLyQ D 332

ri n t

(MHUFLFLR *UXSDO ,QGLYLGXDO

$FWLYLGDG

,QWHUIDFHV &ODYH GHO 3URFHVR

'HVFULSFLyQ

(O SURFHVR GH FRRUGLQDFLyQ GHO GLVHxR HQOD]D FRQ WRGRV ORV SURFHVRV TXH LQFOX\H OD DFWLYLGDG GH 'LVHxR GHO 6HUYLFLR (VFULEH WRGDV ODV LQWHUIDFHV FODYHV GHO SURFHVR \ VX GHVFULSFLyQ

fo r

N ot

1RWD

(VFULEH WX UHVSXHVWD HQ HO HVSDFLR SURYLVWR HQ WX FXDGHUQR GH WUDEDMR ยฃ$FWLYLGDG

Sa m

at er

ia l

โ

sta

Mh aa ts eidor d iaejad l â&#x20AC;&#x201C;a e n N blan ot co i nt fo enc r R iona lm ep ente ri n t ina

pĂĄ

Sa m E

at er

ia l

–

N ot

fo r

ri n t

Partícipe | ITIL Nivel Intermedio de Certificación | Gestión de Capacidad

Sa m

Unidad 2 Gestión de Capacidad

ITIL Nivel Intermedio de CertificaciĂłn | PlanificaciĂłn, ProtecciĂłn y OptimizaciĂłn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

ri n t

8QLGDG *HVWLyQ GH &DSDFLGDG

8QD SDUD *HVWLyQ )LQDQFLHUD XQD SDUD *HVWLyQ GH OD &DOLGDG XQD SDUD *HVWLyQ GH OD 'LVSRQLELOLGDG XQD SDUD *HVWLyQ GH &DSDFLGDGÂŤ

ITIL ÂŽ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

at er

ia l

,QWHUPHGLR

â&#x20AC;&#x201C;

N ot

fo r

Â˘3RU TXp QHFHVLWD WDQWDV FRPSXWDGRUDV"

ITIL ÂŽ

,QWHUPHGLR

(O *UDQ Âł3RU 4XpÂ´ Â&#x2021; Â˘4Xp HV *HVWLyQ GH &DSDFLGDG" Â&#x2021; Â˘4Xp WDQ LPSRUWDQWH HV SDUD ODV RUJDQL]DFLRQHV HQWHQGHU OD LPSRUWDQFLD GH OD *HVWLyQ GH &DSDFLGDG"

Sa m

Â&#x2021; Â˘4Xp HQWLHQGH SRU Âł&DSDFLGDGÂ´

Partícipe | ITIL Nivel Intermedio de Certificación | Gestión de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

,7,/ GHILQH FDSDFLGDG FRPR

,7,/ GHILQH *HVWLyQ GH &DSDFLGDG FRPR

³(O Pi[LPR 5HQGLPLHQWR TXH XQ (OHPHQWR GH &RQILJXUDFLyQ &, SRU VXV VLJODV HQ LQJOpV R XQ 6HUYLFLR GH 7, SXHGH HQWUHJDU DO PLVPR WLHPSR TXH FXPSOH ORV 2EMHWLYRV GH 1LYHO GH 6HUYLFLR DFRUGDGRV 3DUD DOJXQRV WLSRV GH &, OD FDSDFLGDG SXHGH VHU HO WDPDxR R HO YROXPHQ SRU HMHPSOR XQD XQLGDG GH GLVFR ´

ri n t

ITIL ®

,QWHUPHGLR

N ot

fo r

³(O 3URFHVR UHVSRQVDEOH GH DVHJXUDU TXH OD FDSDFLGDG GH ORV 6HUYLFLRV GH 7, \ OD ,QIUDHVWUXFWXUD GH 7, SXHGHQ HQWUHJDU ORV 2EMHWLYRV GH 1LYHO GH 6HUYLFLR DFRUGDGRV HQ XQD IRUPD (IHFWLYD HQ &RVWR \ GH PDQHUD RSRUWXQD /D *HVWLyQ GH &DSDFLGDG FRQVLGHUD WRGRV ORV 5HFXUVRV UHTXHULGRV SDUD HQWUHJDU HO 6HUYLFLR GH 7, \ VH SUHRFXSD HQ FXPSOLU FRQ ODV QHFHVLGDGHV GH FDSDFLGDG \ GHVHPSHxR GHO QHJRFLR WDQWR SUHVHQWHV FRPR IXWXUDV ´

4XRWHG WH[W VRXUFH LV IURP ,7,/ 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

–

ITIL ®

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

at er

,QWURGXFFLyQ

*HVWLyQ GH &DSDFLGDG

(V XQ SURFHVR TXH HV XVDGR D WUDYpV GH WRGR HO &LFOR GH 9LGD GHO 6HUYLFLR

$\XGD D JHVWLRQDU WRGRV ORV SUREOHPDV GH FDSDFLGDG \ GHVHPSHxR UHODFLRQDGRV D ORV 6HUYLFLRV \ UHFXUVRV

Sa m

$\XGD D DVHJXUDU TXH OD FDSDFLGDG \ GHVHPSHxR GH ORV 6HUYLFLRV VH DMXVWDQ D ODV FDPELDQWHV GHPDQGDV GHO QHJRFLR HQ OD IRUPD PiV HIHFWLYD HQ FRVWR \ GH PDQHUD RSRUWXQD

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ri n t

ITIL ยฎ

,QWHUPHGLR

2EMHWLYRV GH $SUHQGL]DMH GH OD 8QLGDG ย (QWHQGHU HO SURSyVLWR \ ORV REMHWLYRV GH OD *HVWLyQ GH &DSDFLGDG ย ,GHQWLILFDU HO DOFDQFH GH OD *HVWLyQ GH &DSDFLGDG

ย 'HPRVWUDU OD LPSRUWDQFLD GH OD *HVWLyQ GH &DSDFLGDG FRPR XQ SURFHVR SDUD JHQHUDU YDORU DO QHJRFLR

$O ILQDO GH HVWD XQLGDG XVWHG VHUi FDSD] GH

ย $SOLFDU ODV SROtWLFDV SULQFLSLRV \ FRQFHSWRV EiVLFRV GH OD *HVWLyQ GH &DSDFLGDG

fo r

ย &DWHJRUL]DU ODV SULQFLSDOHV DFWLYLGDGHV PpWRGRV \ WpFQLFDV SDUD KDELOLWDU OD *HVWLyQ GH &DSDFLGDG \ HQWHQGHU FyPR pVWDV VH UHODFLRQDQ FRQ 332

ย ,GHQWLILFDU ORV GLVSDUDGRUHV HQWUDGDV \ VDOLGDV GH OD *HVWLyQ GH &DSDFLGDG \ VXV LQWHUIDFHV FRQ RWURV SURFHVRV

N ot

ย (QWHQGHU FyPR ODV PpWULFDV FODYH SXHGHQ VHU XVDGDV SDUD GHPRVWUDU OD HILFLHQFLD \ HIHFWLYLGDG GH XQD H[LWRVD *HVWLyQ GH &DSDFLGDG ย (QWHQGHU ORV UHWRV \ 5LHVJRV GH OD *HVWLyQ GH &DSDFLGDG

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

at er

7HPDV &XELHUWRV HQ HVWD 8QLGDG 3URSyVLWR \ 2EMHWLYRV

$OFDQFH GH OD *HVWLyQ GH &DSDFLGDG 9DORU GHO 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV $FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 5HODFLyQ FRQ 2WURV 3URFHVRV

'LVSDUDGRUHV (QWUDGDV 6DOLGDV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

*HVWLyQ GH OD ,QIRUPDFLyQ

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD H[LWRVD *HVWLyQ GH &DSDFLGDG

5HWRV \ 5LHVJRV

Sa m

(MHUFLFLR *UXSDO ,QGLYLGXDO

(MHPSOR GH 3UHJXQWD GH ([DPHQ

Partícipe | ITIL Nivel Intermedio de Certificación | Gestión de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

³(O SURSyVLWR GHO SURFHVR GH *HVWLyQ GH &DSDFLGDG HV DVHJXUDU TXH OD FDSDFLGDG GH ORV 6HUYLFLRV GH 7, \ OD ,QIUDHVWUXFWXUD GH 7, FXPSOHQ ORV UHTXHULPLHQWRV DFRUGDGRV HQ XQD IRUPD (IHFWLYD HQ &RVWR \ GH PDQHUD RSRUWXQD /D *HVWLyQ GH &DSDFLGDG VH SUHRFXSD HQ FXPSOLU FRQ ODV QHFHVLGDGHV GH FDSDFLGDG \ GHVHPSHxR GHO QHJRFLR WDQWR SUHVHQWHV FRPR IXWXUDV ´

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

³/RV REMHWLYRV GH OD *HVWLyQ GH &DSDFLGDG VRQ SDUD 3URGXFLU \ PDQWHQHU XQ SODQ GH FDSDFLGDG DSURSLDGR \ DFWXDOL]DGR HO FXDO UHIOHMH ODV QHFHVLGDGHV SUHVHQWHV \ IXWXUDV GHO QHJRFLR

ri n t

&DSDFLGDG

$OFDQFH GH OD *HVWLyQ GH

$VHVRUDU \ JXLDU D WRGDV ODV GHPiV iUHDV GH QHJRFLR \ GH 7, HQ WRGRV ODV FXHVWLRQHV UHODFLRQDGDV D OD &DSDFLGDG \ GHVHPSHxR $VHJXUDU TXH ORV ORJURV GH GHVHPSHxR FXPSOHQ WRGRV ORV REMHWLYRV DFRUGDGRV JHVWLRQDQGR HO GHVHPSHxR \ OD &DSDFLGDG WDQWR GH ORV VHUYLFLRV FRPR GH ORV UHFXUVRV

3URSyVLWR

3URSyVLWR \ 2EMHWLYRV

2EMHWLYRV

ITIL ®

,QWHUPHGLR

fo r

$\XGDU FRQ HO GLDJQyVWLFR \ UHVROXFLyQ GH LQFLGHQWHV \ SUREOHPDV UHODFLRQDGRV D GHVHPSHxR \ FDSDFLGDG (YDOXDU HO LPSDFWR GH WRGRV ORV FDPELRV HQ HO SODQ GH FDSDFLGDG \ HO GHVHPSHxR \ FDSDFLGDG GH WRGRV ORV VHUYLFLRV \ UHFXUVRV

N ot

$VHJXUDU TXH VHDQ LPSOHPHQWDGDV PHGLGDV SURDFWLYDV SDUD PHMRUDU HO GHVHPSHxR GH ORV 6HUYLFLRV VLHPSUH TXH HVWDV VHDQ MXVWLILFDEOHV UHVSHFWR D VX FRVWR´

4XRWHG WH[W VRXUFH LV IURP ,7,/ 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

–

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

3URSyVLWR \ 2EMHWLYRV

ia l

ITIL ®

,QWHUPHGLR

$OFDQFH GH OD *HVWLyQ GH &DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

at er

$OFDQFH GH OD *HVWLyQ GH &DSDFLGDG

/D *HVWLyQ GH &DSDFLGDG GHEH VHU HO SXQWR IRFDO SDUD WRGRV ORV WHPDV GH FDSDFLGDG \ GHVHPSHxR GH 7,

Sa m

/D SODQLILFDFLyQ GH ORV UHFXUVRV KXPDQRV ORV QLYHOHV GH GLVSRQLELOLGDG GH SHUVRQDO ORV QLYHOHV GH KDELOLGDGHV \ QLYHOHV GH FDSDFLGDG GHEHQ HVWDU LQFOXLGRV HQ HO DOFDQFH GH *HVWLyQ GH &DSDFLGDG

(O SURFHVR GH UHFROHFFLyQ GH GDWRV GHEH DEDUFDU ODV iUHDV GH WHFQRORJtD GH GH KDUGZDUH \ VRIWZDUH \ FRQVLGHUDU OD 3ODQLILFDFLyQ GHO HVSDFLR \ OD FDSDFLGDG GH ORV VLVWHPDV PHGLR DPELHQWDOHV

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

3URSyVLWR \ 2EMHWLYRV

$OFDQFH GH OD *HVWLyQ GH &DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

ri n t

ITIL ยฎ

,QWHUPHGLR

(QWHQGLHQGR OD *HVWLyQ GH &DSDFLGDG

ย 3RWHQFLDO GH OD QXHYD SUHVWDFLyQ GH VHUYLFLRV PHGLDQWH HO HQWHQGLPLHQWR GH OD QXHYD WHFQRORJtD H LQQRYDQGR SDUD HQWUHJDU ORV 6HUYLFLRV UHTXHULGRV SRU HO FOLHQWH *HVWLyQ GH &DSDFLGDG GHEH DSURYHFKDU OD QXHYD WHFQRORJtD SDUD DVHJXUDU TXH ORV 6HUYLFLRV GH 7, FRQWLQ~DQ VDWLVIDFLHQGR ODV H[SHFWDWLYDV FDPELDQWHV GHO QHJRFLR

/D *HVWLyQ GH &DSDFLGDG GHEH HQWHQGHU ORV VLJXLHQWHV DPELHQWHV GH QHJRFLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$OFDQFH GH OD *HVWLyQ GH &DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

at er

3URSyVLWR \ 2EMHWLYRV

ia l

ITIL ยฎ

,QWHUPHGLR

โ

N ot

fo r

ย (QODFH GLUHFWR D OD (VWUDWHJLD GHO 6HUYLFLR \ HO 3RUWDIROLR GH 6HUYLFLRV SDUD DVHJXUDU TXH ODV WHFQRORJtDV HPHUJHQWHV VHDQ FRQVLGHUDGDV HQ OD SODQLILFDFLyQ GH QXHYRV VHUYLFLRV

&RQFHSWR HQ $FFLyQ &RFHSW -RJ

Sa m

'LVFXWDPRV OR VLJXLHQWH

ย ยข&XiO HV OD LPSRUWDQFLD \ YDORU GH OD *HVWLyQ GH &DSDFLGDG HQ WX RUJDQL]DFLyQ"

1RWD 3XHGHV RSWDU SRU WRPDU QRWDV FRQIRUPH OD GLVFXVLyQ SURJUHVD ,QWHQWDU FRQHFWDU HO FRQFHSWR FRQ GHWDOOHV SUiFWLFRV GH VX RUJDQL]DFLyQ OH D\XGDUi D HQWHQGHU HO FRQFHSWR GH PHMRU IRUPD \ HYHQWXDOPHQWH VRSRUWDU VX KDELOLGDG SDUD WHQHU p[LWR HQ HO H[DPHQ R DSOLFDU HO FRQFHSWR GH PDQHUD FRUUHFWD GHQWUR GH VX RUJDQL]DFLyQ

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG $OFDQFH GH OD *HVWLyQ GH

3URSyVLWR \ 2EMHWLYRV

&DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

ri n t

ITIL ยฎ

,QWHUPHGLR

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

8Q SURFHVR GH *HVWLyQ GH &DSDFLGDG ELHQ HMHFXWDGR EHQHILFLDUi DO QHJRFLR FRQ ย (O PHMRUDPLHQWR GHO GHVHPSHxR \ GLVSRQLELOLGDG GH ORV 6HUYLFLRV GH 7, TXH HO QHJRFLR QHFHVLWD

ย (O DVHJXUDPLHQWR GH TXH OD FDSDFLGDG UHTXHULGD \ HO GHVHPSHxR VRQ SURYLVWRV GH OD PDQHUD PiV HIHFWLYD HQ FRVWR ย /D FRQWULEXFLyQ SDUD PHMRUDU OD VDWLVIDFFLyQ GHO FOLHQWH \ OD SURGXFWLYLGDG GH ORV XVXDULRV

fo r

ย 6RSRUWDQGR HO HILFLHQWH \ HIHFWLYR GLVHxR \ WUDQVLFLyQ GH 6HUYLFLRV QXHYRV R PRGLILFDGRV ย 0HMRUDQGR OD FRQILDELOLGDG GH OD SUHVXSXHVWDFLyQ UHODFLRQDGD D OD FDSDFLGDG XVDQGR XQ SODQ GH FDSDFLGDG FRQ YLVLyQ GH IXWXUR

N ot

ย 0HMRUDQGR OD KDELOLGDG GHO QHJRFLR SDUD HO VHJXLPLHQWR GH XQD HVWUDWHJLD GH UHVSRQVDELOLGDG PHGLRDPELHQWDO

โ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

3URSyVLWR \ 2EMHWLYRV

ia l

ITIL ยฎ

,QWHUPHGLR

$OFDQFH GH OD *HVWLyQ GH &DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

Sa m

at er

(TXLOLEULR

&2672

&$3$&,'$'

2)(57$

'(0$1'$

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG &DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

ri n t

$OFDQFH GH OD *HVWLyQ GH

3URSyVLWR \ 2EMHWLYRV

$FWLYLGDG %DVDGD HQ HO (VFHQDULR $QDOL]D \ H[SOLFD FyPR %&0 6&0 &&0 SXHGHQ D\XGDU D -DPHV D JHVWLRQDU HO VHUYLFLR GH .LRVNR

ITIL ยฎ

,QWHUPHGLR

1RWD

fo r

/HH HO HVFHQDULR SURYLVWR EDMR HVWH WHPD HQ HO &XDGHUQR GH 7UDEDMR

(VFULEH WXV UHVSXHVWDV HQ HO HVSDFLR SURYLVWR HQ WX &XDGHUQR GH 7UDEDMR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

ITIL ยฎ

,QWHUPHGLR

โ

N ot

'LVFXWH WXV UHVSXHVWDV FRQ RWURV SDUWLFLSDQWHV

$OFDQFH GH OD *HVWLyQ GH

3URSyVLWR \ 2EMHWLYRV

&DSDFLGDG

GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

at er

3ROtWLFDV

9DORU GH 1HJRFLR GH OD *HVWLyQ

/DV 3ROtWLFDV GHEHQ VHU HVWDEOHFLGDV SDUD

ย $VHJXUDU TXH WRGRV ORV DVSHFWRV GH &DSDFLGDG \ GHVHPSHxR SUHVHQWHV \ IXWXURV VHDQ SURYLVWRV GH PDQHUD HIHFWLYD HQ FRVWR

ย $VHJXUDU TXH WRGRV ORV SURFHVRV GH *HVWLyQ GH &DSDFLGDG \ 3ODQLILFDFLyQ HVWpQ LQYROXFUDGRV HQ WRGDV ODV HWDSDV GHO &LFOR GH 9LGD GHO 6HUYLFLR

Sa m

ย 'HILQLU ORV SXQWRV GH LQWHUID] UHTXHULGRV HQWUH OD *HVWLyQ GH &DSDFLGDG \ ORV SURFHVRV GH 6/0

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

8QLGDG *HVWLyQ GH &DSDFLGDG $OFDQFH GH OD *HVWLyQ GH &DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

ri n t

3URSyVLWR \ 2EMHWLYRV

3ODQHDQGR \ *HVWLRQDQGR OD &RPSOHMLGDG

/D *HVWLyQ GH &DSDFLGDG SURYHH OD LQIRUPDFLyQ QHFHVDULD DFHUFD GH OD XWLOL]DFLyQ GH ORV UHFXUVRV DFWXDOHV \ SODQHDGRV GH FRPSRQHQWHV LQGLYLGXDOHV SDUD SHUPLWLU D ODV RUJDQL]DFLRQHV GHFLGLU GH PDQHUD FRQILDGD ย &XiOHV FRPSRQHQWHV FUHFHU

ย &XiQGR FUHFHUORV ยฑ LGHDOPHQWH QL WDQ WHPSUDQR QL WDQ WDUGH

ย &XiQWR FRVWDUi HO FUHFLPLHQWR

N ot

fo r

2WURV SURFHVRV SXHGHQ OOHJDU D VHU PHQRV HIHFWLYRV VL QR KD\ HQWUDGD GH SDUWH GHO SURFHVR GH *HVWLyQ GH &DSDFLGDG

โ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

3URSyVLWR \ 2EMHWLYRV

ia l

ITIL ยฎ

,QWHUPHGLR

$OFDQFH GH OD *HVWLyQ GH &DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

at er

3ODQHDQGR \ *HVWLRQDQGR OD &RPSOHMLGDG &RQW

6L OD *HVWLyQ GH &DSDFLGDG HV OOHYDGD D FDER GH PDQHUD FRUUHFWD JHQHUDOPHQWH SXHGH SURQRVWLFDU HYHQWRV H LPSDFWRV DO QHJRFLR DQWHV GH TXH HOORV RFXUUDQ

Sa m

(O SURFHVR JHQHUDO GH OD *HVWLyQ GH OD &DSDFLGDG DMXVWD FRQWLQXDPHQWH \ GH XQD IRUPD UHQWDEOH ORV UHFXUVRV \ VX FDSDFLGDG D ODV VLHPSUH FDPELDQWHV QHFHVLGDGHV \ UHTXHULPLHQWRV GHO QHJRFLR /D *HVWLyQ GH &DSDFLGDG SXHGH SURGXFLU XQ SODQ TXH GRFXPHQWH ORV QLYHOHV DFWXDOHV GH XWLOL]DFLyQ GH ORV UHFXUVRV \ HO GHVHPSHxR GH ORV 6HUYLFLRV 'DGR TXH HO 3ODQ GH &DSDFLGDG HV WDPELpQ XQ SODQ GH LQYHUVLyQ ODV RUJDQL]DFLRQHV GHEHQ SXEOLFDU HO SODQ WULPHVWUDO \ DQXDOPHQWH FRQ HO FLFOR GH YLGD GHO SUHVXSXHVWR

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG $OFDQFH GH OD *HVWLyQ GH

3URSyVLWR \ 2EMHWLYRV

&DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

ri n t

ITIL ยฎ

,QWHUPHGLR

8Q SODQ GH FDSDFLGDG ย 'RFXPHQWD ORV QLYHOHV DFWXDOHV GH XWLOL]DFLyQ GH ORV UHFXUVRV \ HO GHVHPSHxR GH ORV VHUYLFLRV

ย ,QFOX\H FXDOTXLHU UHFRPHQGDFLyQ FXDQWLILFDGD HQ WpUPLQRV GH

3ODQ GH &DSDFLGDG

o 5HFXUVRV UHTXHULGRV o &RVWR

fo r

o %HQHILFLRV o ,PSDFWR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

3URSyVLWR \ 2EMHWLYRV

ia l

ITIL ยฎ

,QWHUPHGLR

โ

N ot

ย 'HEH LQGLFDU FODUDPHQWH FXDOTXLHU VXSXHVWR TXH KD\D FRQVLGHUDGR

$OFDQFH GH OD *HVWLyQ GH &DSDFLGDG

9DORU GH 1HJRFLR GH OD *HVWLyQ GH &DSDFLGDG

3ROtWLFDV 3ULQFLSLRV \ &RQFHSWRV %iVLFRV

(ODERUDFLyQ GHO SODQ GH FDSDFLGDG

Sa m

6XE SURFHVRV GH OD *HVWLyQ GH &DSDFLGDG

2SHUDFLRQDO

$OPDFHQDPLHQWR GH GDWRV GH OD *HVWLyQ GH &DSDFLGDG

*HVWLyQ GH OD FDSDFLGDG GH &RPSRQHQWHV

'LPHQVLRQDPLHQWR GH OD $SOLFDFLyQ

7iFWLFR

0RGHODGR

*HVWyQ GH OD FDSDFLGDG GHO 6HUYLFLR

*HVWLyQ GH OD 'HPDQGD

(VWUDWpJLFR

*HVWLyQ GH OD FDSDFLGDG GHO 1HJRFLR

$FWLYLGDGHV ,WHUDWLYDV

at er

6XESURFHVRV GH OD *HVWLyQ GH &DSDFLGDG

,QIRUPHV GH WRGRV ORV DVSHFWRV GH OD *HVWLyQ GH OD &DSDFLGDG

&0,6

6XE SURFHVRV GH *HVWLyQ GH &DSDFLGDG %DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

ITIL ยฎ

,QWHUPHGLR

$FWLYLGDGHV GH OD *HVWLyQ GH &DSDFLGDG

3URDFWLYDV

fo r

(O SURFHVR GH *HVWLyQ GH &DSDFLGDG LQYROXFUD GRV WLSRV GH DFWLYLGDGHV

N ot

5HDFWLYDV

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

$FWLYLGDGHV 3URDFWLYDV

/DV DFWLYLGDGHV 3URDFWLYDV LQFOX\HQ ย 7RPDU ODV DFFLRQHV QHFHVDULDV DQWHV GH OD RFXUUHQFLD GH FXDOTXLHU SUREOHPD GH GHVHPSHxR

ย (VWLPDU ORV UHTXHULPLHQWRV IXWXURV PHGLDQWH OD SURGXFFLyQ GH WHQGHQFLDV GH XWLOL]DFLyQ GH ORV FRPSRQHQWHV DFWXDOHV

Sa m

ย 0RGHODU \ SHUILODU FDPELRV SURQRVWLFDGRV HQ ORV 6HUYLFLRV GH 7, ย ,GHQWLILFDU ORV FDPELRV TXH QHFHVLWDQ KDFHUVH D ORV VHUYLFLRV \ FRPSRQHQWHV GH OD LQIUDHVWXFWXUD GH 7, \ DSOLFDFLRQHV SDUD DVHJXUDU TXH ORV UHFXUVRV DSURSLDGRV HVWiQ GLVSRQLEOHV ย $VHJXUDU TXH ORV FUHFLPLHQWRV HVWpQ SODQHDGRV GHQWUR GHO SUHVXSXHVWR H LPSOHPHQWDGRV DQWHV GH TXH ORV 6/$V \ ORV REMHWLYRV GH 6HUYLFR VHDQ LQFXPSOLGRV X RFXUUDQ SUREOHPDV GH GHVHPSHxR ย 0HMRUDU HO GHVHPSHxR GHO VHUYLFLR FXDQGR HO FRVWR GH KDFHUOR VHD MXVWLILFDEOH ย $MXVWDU \ RSWLPL]DU HO GHVHPSHxR GH ORV VHUYLFLRV \ FRPSRQHQWHV

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

8QLGDG *HVWLyQ GH &DSDFLGDG

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

$FWLYLGDGHV 5HDFWLYDV /DV $FWLYLGDGHV 5HDFWLYDV LQFOX\HQ

ย 0RQLWRUHDU PHGLU UHSRUWDU \ UHYLVDU HO GHVHPSHxR DFWXDO WDQWR GH ORV VHUYLFLRV FRPR GH ORV FRPSRQHQWHV

ย 5HVSRQGHU D WRGRV ORV (YHQWRV UHODFLRQDGRV FRQ OD FDSDFLGDG \ WRPDU DFFLRQHV FRUUHFWLYDV

fo r

ย 5HDFFLRQDU \ D\XGDU FRQ ORV SUREOHPDV GH GHVHPSHxR HQ XQD VLWXDFLyQ HVSHFtILFD 3RU HMHPSOR OD 0HVD GH 6HUYLFLR SXHGH UHIHULU FDVRV GH GHVHPSHxR SREUH D *HVWLyQ GH OD 7HFQRORJtD /D 0HVD GH $\XGD HPSOHD WpFQLFDV GH *HVWLyQ GH &DSDFLGDG SDUD UHVROYHU ORV LQFLGHQWHV

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

ITIL ยฎ

,QWHUPHGLR

โ

N ot

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

at er

3RUWDIROLR GH 6HUYLFLRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

5HTXHULPLHQWRV GHO 1HJRFLR

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

6/$ 6/5

'LVHxR GHO VHUYLFLR GH 7,

Sa m

*HVWLyQ GH OD FDSDFLGDG GHO VHUYLFLR

5HYLVD FDSDFLGDG DFWXDO \ GHVHPSHxR

6LVWHPD GH LQIRUPDFLyQ GH *HVWLyQ GH &DSDFLGDG &0,6

0HMRUD OD FDSDFLGDG DFWXDO GH VHUYLFLRV \ FRPSRQHQWHV

(YDO~D DFXHUGD \ GRFXPHQWD QXHYRV UHTXHULPLHQWRV \ FDSDFLGDG

*HVWLyQ GH OD FDSDFLGDG GHO FRPSRQHQWH

,QIRUPHV GH FDSDFLGDG \ GHVHPSHxR

3URQyVWLFRV

3ODQ GH &DSDFLGDG 3ODQHD FDSDFLGDG QXHYD

+HUUDPLHQWDV GH JHVWLyQ GH OD FDSDFLGDG

5HVXPHQ GH *HVWLyQ GH &DSDFLGDG FRQ VXE SURFHVRV %DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR 6RSRUWH D ORV 5HTXHULPLHQWRV GHO 1HJRFLR $FWLYRV GHO &OLHQWH

'HVHR GHO &OLHQWH

3DWURQHV GH DFWLYLGDG GHO 1HJRFLR

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

ITIL ยฎ

,QWHUPHGLR

3DWUyQ GH GHPDQGD GH VHUYLFLRV

fo r

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

3DTXHWH GH 1LYHO GH 6HUYLFLRV

N ot

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

/D &DSDFLGDG GHEH 6RSRUWDU ORV 5HTXHULPLHQWRV GHO 1HJRFLR %DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

at er

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

3DWUyQ GH DFWLYLGDG GHO QHJRFLR

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

3DWUyQ GH 'HPDQGD

3URFHVR GH QHJRFLR

3URFHVR GH VHUYLFLR

3ODQ GH JHVWLyQ GH &DSDFLGDG

%DQGD GH VHUYLFLR

3URJUDPD GH HQWUHJD

Sa m

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

,QFHQWLYRV \ SHQDOL]DFLRQHV SDUD LQIOXHQFLDU HO FRQVXPR

*HVWLyQ GH OD 'HPDQGD

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

/D &DSDFLGDG GH OD 'HPDQGD WRPD QRWD SDUWLFXODU GHO SDWUyQ GH OD GHPDQGD

%DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

7DUHDV GH %&0 %&0 WLHQH TXH UHDOL]DU ODV VLJXLHQWHV WDUHDV ย $\XGDU D 6/0 FRQ HO HQWHQGLPLHQWR GH ORV 6/5V

ย 'LVHxDU DGTXLULU R PRGLILFDU FRQILJXUDFLRQHV GH 6HUYLFLR

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

ย 9HULILFDU 6/$V

ย 6RSRUWDU OD QHJRFLDFLyQ GH 6/$V

ITIL ยฎ

,QWHUPHGLR

ย &RQWURODU H ,PSOHPHQWDU FDPELRV HQ OD FDSDFLGDG GH 6HUYLFLRV \ UHFXUVRV

fo r

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

N ot

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

3UHVHQWDFLyQ 7HDFK %DFN

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

5HIHULUVH DO WHPD HQ VX 0DWHULDO GH 5HIHUHQFLD /HD OD VHFFLyQ DVLJQDGD D VX JUXSR 'LVFXWD HO FRQWHQLGR GHQWUR GH VX JUXSR (OLMD D XQ UHSUHVHQWDQWH GHO JUXSR SDUD SUHVHQWDU HO FRQWHQLGR DO UHVWR GH OD FODVH 'LVFXWD WRGR HO FRQWHQLGR XQD YH] TXH WRGRV ORV JUXSRV KD\DQ FRPSOHWDGR VX WDUHD

Sa m

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

2EMHWLYRV GH 6&0 /RV REMHWLYRV GH 6&0 VRQ

ย ,GHQWLILFDU \ HQWHQGHU ORV 6HUYLFLRV GH 7, \ VX XVR GH UHFXUVRV SDWURQHV GH WUDEDMR SLFRV \ YDOOHV

ย *HVWLRQDU HO GHVHPSHxR GHO 6HUYLFLR FRPR HVWi GHWHUPLQDGR SRU ORV REMHWLYRV FRQWHQLGRV HQ ORV 6/$V R 6/5V

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

ย $VHJXUDU TXH ORV 6HUYLFLRV FXPSOHQ FRQ ORV REMHWLYRV GH 6/$

ri n t

ITIL ยฎ

,QWHUPHGLR

fo r

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

N ot

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

at er

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

Sa m

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

$FWLYLGDG ยข3XHGH FRQWDU XQ HMHPSOR GH XQD VLWXDFLyQ GH VX RUJDQL]DFLyQ HQ GRQGH KD\D DQDOL]DGR XQD IDOOD HQ HO 6HUYLFLR \ KD\D HQFRQWUDGR TXH QR KDEtD IDOWD GH FDSDFLGDG QL VREUH XWLOL]DFLyQ GH FRPSRQHQWHV"

1RWD (VFULED VX UHVSXHVWD HQ HO HVSDFLR SURYLVWR HQ VX &XDGHUQR GH 7UDEDMR 'LVFXWD VX UHVSXHVWD FRQ OD FODVH ยฃ$FWLYLGDG

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

ITIL ยฎ

,QWHUPHGLR

3UHVHQWDFLyQ 7HDFK %DFN

/HD OD VHFFLyQ DVLJQDGD D VX JUXSR

5HILpUDVH DO WHPD HQ VX 0DWHULDO GH 5HIHUHQFLD

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

'LVFXWD HO FRQWHQLGR GHQWUR GH VX JUXSR

(OLMD D XQ UHSUHVHQWDQWH GHO JUXSR SDUD SUHVHQWDU HO FRQWHQLGR DO UHVWR GH OD FODVH

fo r

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

'LVFXWD WRGR HO FRQWHQLGR XQD YH] TXH WRGRV ORV JUXSRV KD\DQ FRPSOHWDGR VX WDUHD

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

ia l

8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

/RV REMHWLYRV GH OD &&0 VRQ

at er

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

โ

ITIL ยฎ

,QWHUPHGLR

N ot

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

ย ,GHQWLILFDU \ HQWHQGHU HO GHVHPSHxR FDSDFLGDG \ XWLOL]DFLyQ GH FDGD FRPSRQHQWH LQGLYLGXDO GHQWUR GH OD WHFQRORJtD XVDGD SDUD VRSRUWDU ORV VHUYLFLRV GH 7, LQFOX\HQGR OD LQIUDHVWUXFWXUD DPELHQWH GDWRV \ DSOLFDFLRQHV 7RGRV ORV FRPSRQHQWHV GH KDUGZDUH \ PXFKRV FRPSRQHQWHV GH VRIWZDUH HQ OD LQIUDHVWUXFWXUD GH 7, WLHQHQ XQD FDSDFLGDG ILQLWD OD FXDO SURYRFD 3UREOHPDV GH GHVHPSHxR FXDQGR HV H[FHGLGD ย $VHJXUDU HO XVR ySWLPR GH ORV UHFXUVRV GH KDUGZDUH \ VRIWZDUH SDUD DOFDQ]DU \ PDQWHQHU ORV QLYHOHV GH 6HUYLFLR DFRUGDGRV

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

Sa m

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

Partícipe | ITIL Nivel Intermedio de Certificación | Gestión de Capacidad

ITIL ®

,QWHUPHGLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

$FWLYLGDG

¢3XHGH FRQWDU XQ HMHPSOR GH VX RUJDQL]DFLyQ HQ GRQGH HO GLVHxR R HO FyGLJR GH XQD DSOLFDFLyQ HVWDED GHIHFWXRVR \ FRQVHFXHQWHPHQWH OD IDOOD QR SXGR VHU UHVXHOWD SRU &&0" ¢4Xp KL]R SDUD UHVROYHU HO 3UREOHPD"

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

1RWD

fo r

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

(VFULED VX UHVSXHVWD HQ HO HVSDFLR SURYLVWR HQ VX &XDGHUQR GH 7UDEDMR

'LVFXWD VX UHVSXHVWD FRQ OD FODVH £$FWLYLGDG

–

ITIL ®

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

N ot

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

$SURYHFKDQGR OD 1XHYD 7HFQRORJtD (O DSURYHFKDPLHQWR GH QXHYD WHFQRORJtD LPSOLFD

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

(QWHQGHU QXHYDV WpFQLFDV \ WHFQRORJtDV 8VDUODV SDUD VRSRUWDU HO QHJRFLR \ HQFRQWUDU IRUPDV GH PHMRUDU

Sa m

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

,QWHUPHGLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

*HVWLyQ GH &DSDFLGDG GHO 1HJRFLR

*HVWLyQ GH &DSDFLGDG

ย $\XGD D LGHQWLILFDU \ PHMRUDU OD UHVLOLHQFLD GHQWUR GH OD LQIUDHVWUXFWXUD GH 7, R FXDOTXLHU SDUWH GH HVWD

*HVWLyQ GH &DSDFLGDG GHO 6HUYLFLR

ย 8VD OD *HVWLyQ GH 'LVSRQLELOLGDG \ WpFQLFDV WDOHV FRPR $QiOLVLV GH ,PSDFWR GH )DOOD GH &RPSRQHQWHV &),$ SDUD LGHQWLILFDU OD VXVFHSWLELOLGDG GH OD FRQILJXUDFLyQ DFWXDO D OD IDOOD R OD VREUHFDUJD GH FRPSRQHQWHV LQGLYLGXDOHV

fo r

*HVWLyQ GH &DSDFLGDG GH &RPSRQHQWHV

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

ia l

8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD

at er

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

*HVWLyQ GH &DSDFLGDG 5HDOL]DU DFWLYLGDGHV GH *HVWLyQ GH &DSDFLGDG SURDFWLYD UHDFWLYD \ SUHYHQWLYDPHQWH

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

0RGHODU \ $ILQDU

Sa m

โ

ITIL ยฎ

,QWHUPHGLR

N ot

$FWLYLGDGHV UHODFLRQDGDV DO 'LVHxR

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

'LVHxDQGR 5HVLOLHQFLD

&&0 VH LQWHUHVD HQ HQ HO QLYHO GH XWLOL]DFLyQ GH FRPSRQHQWHV LQGLYLGXDOHV GHQWUR GH OD LQIUDHVWUXFWXUD 6&0 VH LQWHUHVD HQ HQ ODV WDVDV GH UHQGLPLHQWR GH OD WUDQVDFFLyQ \ WLHPSR GH UHVSXHVWD GH ORV FRPSRQHQWHV %&0 VH LQWHUHVD HQ FRQYHUWLU OD WDVD GH UHQGLPLHQWR GH ODV WUDQVDFFLRQHV GHO VHUYLFLR RQOLQH HQ YRO~PHQ GH QHJRFLR HQ WpUPLQRV GH IDFWXUDFLyQ UHDOL]DGD SRU YHQWDV X yUGHQHV WRPDQGDV

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

ITIL ยฎ

,QWHUPHGLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

3XHVWD D 3XQWR

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

,PSOHPHQWDFLyQ

$QiOLVLV

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

0RQLWRUHR

0RGHODU \ $ILQDU

8PEUDOHV GHO 6HUYLFLR

8PEUDOHV GH ORV 5HFXUVRV

6LVWHPD GH ,QIRUPDFLyQ GH *HVWLyQ GH OD &DSDFLGDG &0,6

,QIRUPHV GH H[FHSFLyQ GHO 6HUYLFLR

,QIRUPHV GH ([FHSFLyQ GH OD XWLOL]DFLyQ GH 5HFXUVRV

N ot

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

fo r

$FWLYLGDGHV ,WHUDWLYDV GXUDQWH OD *HVWLyQ GH &DSDFLGDG %DVDGR HQ $;(/26 ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ 5HSURGXFLGR EDMR OLFHQFLD GH $;(/26

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

(O PRQLWRUHR VH KDFH SDUD UHFROHFWDU WRGRV ORV GDWRV TXH OD *HVWLyQ GH &DSDFLGDG UHTXLHUH SDUD XQ FRPSRQHQWH HVSHFtILFR R 6HUYLFLR WDQ SDUWLFXODUHV FRPR ย 6LVWHPDV 2SHUDWLYRV ย &RQILJXUDFLRQHV GH +DUGZDUH

ย $SOLFDFLRQHV

Sa m

0RGHODU \ $ILQDU

0RQLWRUHR

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

,QWHUPHGLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

0DQHMR GH 8PEUDOHV \ &RQWURO /D DFWLYLGDG GH PRQLWRUHR FRQWLHQH

ย 0RQLWRUHR GH XPEUDOHV \ OtQHDV EDVH ย 3HUILOHV GH ORV QLYHOHV GH RSHUDFLyQ QRUPDOHV

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

fo r

0RGHODQGR \ 3HUILODQGR

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

N ot

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

&RQFHSWR HQ $FFLyQ &RQFHSW -RJ 'LVFXWDPRV OR VLJXLHQWH

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

ยข&yPR D\XGD OD *HVWLyQ GH 8PEUDOHV \ OD *HVWLyQ GH &DSDFLGDG HQ 332"

1RWD

3XHGH RSWDU SRU WRPDU QRWDV FRQIRUPH DYDQ]D OD GLVFXVLyQ

0RGHODU \ $ILQDU

,QWHQWDU FRQHFWDU HO FRQFHSWR FRQ XQD VLWXDFLyQ SUiFWLFD GHQWUR GH VX RUJDQL]DFLyQ OH D\XGDUi D HQWHQGHU ELHQ HO FRQFHSWR \ HYHQWXDOPHQWH DSRUWDU HQ VX KDELOLGDG SDUD WHQHU p[LWR HQ HO H[DPHQ R DSOLFDU HO FRQFHSWR FRUUHFWDPHQWH HQ VX RUJDQL]DFLyQ

Sa m

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

Partícipe | ITIL Nivel Intermedio de Certificación | Gestión de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

2EMHWLYRV GH OD *HVWLyQ GH 8PEUDOHV /D *HVWLyQ GH 8PEUDOHV DVHJXUD TXH o 0DQWHQLGRV D QLYHOHV DSURSLDGRV

o 0RQLWRUHDGRV FRQWLQXD \ DXWRPiWLFDPHQWH

/DV DOHUWDV \ DYLVRV VHDQ JHQHUDGRV FXDQGR KD\ XQ LQFXPSOLPLHQWR

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

fo r

0RGHODU \ $ILQDU

–

ITIL ®

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

N ot

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

7RGRV ORV XPEUDOHV GH 6HUYLFLRV \ FRPSRQHQWHV HVWpQ

ri n t

ITIL ®

,QWHUPHGLR

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

0RQLWRUHDU ORV WLHPSRV GH UHVSXHVWD GH XVXDULR GH ORV 6HUYLFRV GH UHG \ 7, ,QFRUSRUDQGR FyGLJR HVSHFtILFR GHQWUR GHO VRIWZDUH GH DSOLFDFLRQHV FOLHQWH VHUYLGRU 8VDQGR XQ ³VLVWHPD URERWL]DGR EDVDGR HQ VFULSWV´ FRQ VRIWZDUH GH HPXODFLyQ GH WHUPLQDO 8VDQGR VRIWZDUH GH PRQLWRUHR GH DJHQWH GLVWULEXLGR 8VDQGR VLVWHPDV HVSHFtILFRV GH PRQLWRUHR SDVLYR

Sa m

0RGHODU \ $ILQDU

0RQLWRUHR GHO 7LHPSR GH 5HVSXHVWD

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

$QiOLVLV $QDOL]DU ORV GDWRV UHFROHFWDGRV D WUDYpV GH OD DFWLYLGDG GH PRQLWRUHR SDUD LGHQWLILFDU ODV WHQGHQFLDV D SDUWLU GH ODV FXDOHV VH SXHGHQ HVWDEOHFHU OD XWLOL]DFLyQ QRUPDO \ QLYHOHV GH 6HUYLFLR R OtQHDV EDVH 'HVSXpV GH DQDOL]DU ORV GDWRV XVWHG SXHGH LGHQWLILFDU SUREOHPDV WDOHV FRPR

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

ย ยณ&XHOORV GH ERWHOODยด R ยณSXQWRV FDOLHQWHVยด GHQWUR GH OD LQIUDHVWUXFWXUD

ย 'LVWULEXFLyQ LQDSURSLDGD GH FDUJD GH WUDEDMR D WUDYpV GH ORV UHFXUVRV GLVSRQLEOHV

fo r

0RGHODU \ $ILQDU

ย ,QGH[DFLyQ LQDSURSLDGD GH OD EDVH GH GDWRV ย ,QHILFLHQFLDV HQ HO GLVHxR GH OD DSOLFDFLyQ

ย ,QFUHPHQWR LQHVSHUDGR HQ ODV FDUJDV GH WUDEDMR R WDVDV GH WUDQVDFFLyQ

N ot

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

ย ,QHILFLHQWH SURJUDPDFLyQ R XVR GH PHPRULD ยด

4XRWHG WH[W VRXUFH LV IURP ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW ย $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

$ILQDU

at er

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

/DV WpFQLFDV GH $ILQDU D\XGDQ ย %DODQFHDQGR FDUJDV GH WUDEDMR \ WUiILFR ย %DODQFHDQGR WUiILFR GH GLVFR

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

ย 'HILQLHQGR XQD HVWUDWHJLD DFHSWDGD GH EORTXHR

ย 8VDQGR OD PHPRULD HILFLHQWHPHQWH

0RGHODU \ $ILQDU

Sa m

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

ri n t

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

ITIL ยฎ

,QWHUPHGLR

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

ITIL ยฎ

,QWHUPHGLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

,PSOHPHQWDFLyQ

,PSOHPHQWDFLyQ LQWURGXFH ORV &DPELRV HQ ORV 6HUYLFLRV TXH RSHUDQ HQ YLYR

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

5HDOL]D ORV FDPELRV D WUDYpV GH XQ HVWULFWR SURFHVR IRUPDO GH *HVWLyQ GH &DPELRV

fo r

0RGHODU \ $ILQDU

(O LPSDFWR GH &DPELRV GH SXHVWD D SXQWR GH XQ VLVWHPD SXHGH WHQHU PXFKDV LPSOLFDFLRQHV VREUH ORV FOLHQWHV GHO VHUYLFLR

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

N ot

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

at er

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

$FWLYLGDG %DVDGD HQ HO (VFHQDULR ,GHQWLILFDU HO WLSR GH VLVWHPDV GH PHGLFLyQ \ PRQLWRUHR TXH '$, &RUS GHEH XVDU SDUD PRQLWRUHDU '$,QHW GH PDQHUD VDWLVIDFWRULD

1RWD

/HD HO HVFHQDULR SURYLVWR EDMR HVWH WHPD HQ HO &XDGHUQR GH 7UDEDMR

Sa m

0RGHODU \ $ILQDU

(VFULED VX UHVSXHVWD HQ HO HVSDFLR SURYLVWR HQ VX FXDGHUQR GH WUDEDMR 'LVFXWD VXV UHVSXHVWDV FRQ RWURV SDUWLFLSDQWHV

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

ITIL ยฎ

,QWHUPHGLR

&RQFHSWR HQ $FFLyQ &RQFHSW -RJ 'LVFXWDPRV

ย ยข4Xp HV *HVWLyQ GH OD 'HPDQGD"

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

1RWD

3XHGH RSWDU SRU WRPDU QRWDV FRQIRUPH DYDQ]D OD GLVFXVLyQ

fo r

0RGHODU \ $ILQDU

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

ia l

8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

at er

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

โ

ITIL ยฎ

N ot

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

,QWHUPHGLR

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

0RGHODU \ $ILQDU

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

2EMHWLYRV GH *HVWLyQ GH OD 'HPDQGD

$FWLYLGDGHV GH *HVWLyQ GH OD 'HPDQGD

/RV REMHWLYRV GH *HVWLyQ GH OD 'HPDQGD VRQ

/DV DFWLYLGDGHV GH *HVWLyQ GH OD 'HPDQGD SXHGHQ VHU UHDOL]DGDV SDUD FXPSOLU FRQ

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

ย ,QIOXHQFLDU OD GHPDQGD GH 6HUYLFLRV GH 7, GH SDUWH GHO XVXDULR \ HO FOLHQWH ย *HVWLRQDU HO LPSDFWR GH OD GHPDQGD VREUH ORV UHFXUVRV GH 7,

ย 5HTXHULPLHQWRV GH FRUWR SOD]R ย 5HTXHULPLHQWRV GH ODUJR SOD]R

Sa m

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

0RGHODGR (O 0RGHODGR HV XQD DFWLYLGDG TXH SXHGH VHU XVDGD SDUD SUHGHFLU HO FRPSRUWDPLHQWR HQ FXDOTXLHUD GH ORV VXE SURFHVRV GH *HVWLyQ GH &DSDFLGDG (O 0RGHODGR SXHGH VHU GH YDULRV WLSRV WDOHV FRPR

ย (VWLPDFLyQ EDVDGD HQ OD H[SHULHQFLD H LQIRUPDFLyQ VREUH OD XWLOL]DFLyQ DFWXDO GH ORV UHFXUVRV (VWH DFHUFDPLHQWR VLHQGR VHQFLOOR HV UD]RQDEOH SDUD SHTXHxDV GHFLVLRQHV GHO GtD D GtD

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

ย (VWXGLRV 3LORWR SURWRWLSRV \ FRPSDUDWLYRV D HVFDOD UHDO (VWR GHEH VHU KHFKR SDUD LPSOHPHQWDU JUDQGHV SUR\HFWRV R 6HUYLFLRV QXHYRV

fo r

0RGHODU \ $ILQDU

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

N ot

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

/tQHD %DVH

at er

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

ITIL ยฎ

,QWHUPHGLR

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

ย /D SULPHUD HWDSD HQ HO PRGHODGR HV FUHDU XQ PRGHOR GH OtQHD EDVH

ย 8Q PRGHOR GH OtQHD EDVH UHWUDWD HO GHVHPSHxR TXH HVWi VLHQGR DOFDQ]DGR DFWXDOPHQWH ย $ SDUWLU GH DTXt HO PRGHODGR SUHGLFWLYR SXHGH VHU KHFKR PHGLDQWH OD SUHJXQWD ยข4Xp SDVDUtD VL"

Sa m

0RGHODU \ $ILQDU

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

ri n t

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

7LSRV GH 0RGHODGR

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

0RGHODGR $QDOtWLFR

$QiOLVLV GH 7HQGHQFLDV

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

0RGHODGR

fo r

0RGHODU \ $ILQDU

0RGHODGR GH /tQHD %DVH

0RGHODGR GH 6LPXODFLyQ

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

N ot

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

ITIL ยฎ

,QWHUPHGLR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

(O DQiOLVLV GH WHQGHQFLD HV KHFKR HQ EDVH D OD LQIRUPDFLyQ GH XWLOL]DFLyQ GH UHFXUVRV \ GHVHPSHxR GHO 6HUYLFLR TXH FROHFWy HO SURFHVR GH *HVWLyQ GH &DSDFLGDG

0RGHODU \ $ILQDU

$QiOLVLV GH 7HQGHQFLD

Sa m

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

0RGHORV $QDOtWLFRV

(O PRGHODGR GH VLPXODFLyQ

ย 6RQ UHSUHVHQWDFLRQHV GHO FRPSRUWDPLHQWR GH XQ VLVWHPD GH FyPSXWR ย 8VD WpFQLFDV PDWHPiWLFDV ย 6RQ FRQVWUXLGRV XVDQGR SDTXHWHV GH VRIWZDUH PHGLDQWH OD HVSHFLILFDFLyQ GH FRPSRQHQWHV \ HVWUXFWXUDV GH OD FRQILJXUDFLyQ TXH QHFHVLWD VHU PRGHODGD

0RGHODU \ $ILQDU

ย (YDOXDFLyQ GH QXHYDV DSOLFDFLRQHV

ย 3UHGLFFLyQ GH ORV HIHFWRV GH DOJ~Q FDPELR HQ DSOLFDFLRQHV H[LVWHQWHV

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

HV XQD WpFQLFD GH PRGHODGR H[DFWD SDUD

N ot

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

0RGHODGR GH 6LPXODFLyQ

0RGHODGR $QDOtWLFR

fo r

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

ri n t

ITIL ยฎ

,QWHUPHGLR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

at er

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

Sa m

0RGHODU \ $ILQDU

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

$FWLYLGDG %DVDGD HQ HO (VFHQDULR 'HVFULED OD WpFQLFD GH PRGHODGR \ WHQGHQFLD D VHU XVDGD SDUD HO VHUYLFLR GHO .LRVFR

1RWD /HD HO HVFHQDULR SURYLVWR EDMR HVWH WHPD HQ HO &XDGHUQR GH 7UDEDMR (VFULED VX UHVSXHVWD HQ HO HVSDFLR SURYLVWR HQ VX FXDGHUQR GH WUDEDMR 'LVFXWD VXV UHVSXHVWDV FRQ RWURV SDUWLFLSDQWHV

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

$FWLYLGDGHV ,WHUDWLYDV 3HUPDQHQWHV GH OD *HVWLyQ GH &DSDFLGDG

ยณ/D &DOLGDG GHEH HVWDU LQFRUSRUDGD ยด

*HVWLyQ GH OD 'HPDQGD GHQWUR GH *HVWLyQ GH &DSDFLGDG

fo r

0RGHODU \ $ILQDU

'LPHQVLRQDPLHQWR GH $SOLFDFLRQHV

N ot

(O SULQFLSDO REMHWLYR GHO GLPHQVLRQDPLHQWR GH XQD DSOLFDFLyQ HV HO HVWLPDU ORV UHTXHULPLHQWRV GH UHFXUVRV SDUD VRSRUWDU XQ FDPELR SURSXHVWR D XQ 6HUYLFLR H[LVWHQWH R OD LPSOHPHQWDFLyQ GH XQ QXHYR 6HUYLFLR SDUD DVHJXUDU TXH HVWH FXPSOD FRQ ORV QLYHOHV GH VHUYLFLR UHTXHULGRV

4XRWHG WH[W VRXUFH LV IURP ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW ย $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

'LVSDUDGRUHV

/RV GLVSDUDGRUHV GH ODV DFWLYLGDGHV GH *HVWLyQ GH &DSDFLGDG VRQ ย ยณ,QFXPSOLPLHQWRV GH 6HUYLFLRV HYHQWRV R DOHUWDV GH GHVHPSHxR R FDSDFLGDG LQFOX\HQGR HYHQWRV GH XPEUDOHV

ย ,QIRUPHV GH H[FHSFLyQ

ย 5HYLVLRQHV SHULyGLFDV GH FDSDFLGDG \ GHVHPSHxR DFWXDO \ OD UHYLVLyQ GH SURQyVWLFRV LQIRUPHV \ SODQHV

ย 6HUYLFLRV QXHYRV R FDPELDGRV TXH HVWpQ UHTXLULHQGR FDSDFLGDG DGLFLRQDO

ย 7HQGHQFLD SHULyGLFD \ PRGHODGR

ย (VWXGLR \ UHYLVLyQ GH ORV SODQHV \ HVWUDWHJLDV GHO 1HJRFLR \ GH 7,

Sa m

ย (VWXGLR \ UHYLVLyQ GH ORV GLVHxRV \ HVWUDWHJLDV

ย (VWXGLR \ UHYLVLyQ GH 6/$V 2/$V FRQWUDWRV R FXDOTXLHU RWUR DFXHUGR ยด ยด

4XRWHG WH[W VRXUFH LV IURP ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW ย $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

Partícipe | ITIL Nivel Intermedio de Certificación | Gestión de Capacidad

ITIL ®

,QWHUPHGLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

(QWUDGDV /DV HQWUDGDV D *HVWLyQ GH &DSDFLGDG VRQ

,QIRUPDFLyQ GHO 1HJRFLR ,QIRUPDFLyQ GHO 6HUYLFLR \ GH 7, ,QIRUPDFLyQ GH SUREOHPDV GH GHVHPSHxR GHO 6HUYLFLR ,QIRUPDFLyQ GHO 6HUYLFLR ,QIRUPDFLyQ GH FDPELRV ,QIRUPDFLyQ GH GHVHPSHxR &06

N ot

,QIRUPDFLyQ GH FDUJD GH WUDEDMR

fo r

,QIRUPDFLyQ ILQDQFLHUD

,QIRUPDFLyQ GH GHVHPSHxR \ FDSDFLGDG GH FRPSRQHQWHV

–

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

ITIL ®

,QWHUPHGLR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

6DOLGDV

/DV VDOLGDV GH *HVWLyQ GH &DSDFLGDG VRQ &0,6

3ODQ GH &DSDFLGDG

,QIRUPDFLyQ GH GHVHPSHxR GHO 6HUYLFLR H LQIRUPHV $QiOLVLV GH FDUJD GH WUDEDMR H LQIRUPHV &DSDFLGDG $G KRF H LQIRUPHV GH GHVHPSHxR

Sa m

3URQyVWLFR H LQIRUPHV SUHGLFWLYRV 8PEUDOHV $OHUWDV \ (YHQWRV $FFLRQHV GH 0HMRUD

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

,QWHUPHGLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

,QWHUIDFHV

*HVWLyQ GH ,QFLGHQWHV \ 3UREOHPDV

โ

N ot

fo r

/DV LQWHUIDFHV 'HPDQGD FODYH GH *HVWLyQ GH OD &DSDFLGDG VRQ

,76&0

ITIL ยฎ

*HVWLyQ GH OD

6/0

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

*HVWLyQ GH OD 'LVSRQLELOLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

7LSRV GH ,QIRUPHV

Sa m

,OXVWUD FyPR VH HVWiQ GHVHPSHxDQGR ORV FRPSRQHQWHV \ FXiQWD GH VX FDSDFLGDG HVWi VLHQGR XVDGD

,QFOX\H FyPR HO 6HUYLFLR \ ORV FRPSRQHQWHV TXH OR LQWHJUDQ VH HVWiQ GHVHPSHxDQGR FRQ UHVSHFWR D VXV OLPLWDFLRQHV \ REMHWLYRV JOREDOHV GH 6HUYLFLR

,QIRUPH EDVDGR HQ &RPSRQHQWHV

,QIRUPH EDVDGR HQ 6HUYLFLR

,QIRUPH SUHGLFWLYR \ SURQyVWLFR

,QIRUPH GH H[FHSFLyQ

'HEH LQFOXLU FRPSRQHQWHV IXWXURV \ SURQyVWLFR GH FDSDFLGDG \ GHVHPSHxR GHO 6HUYLFLR

,QFOX\H GHVGH FXDOTXLHU LQGLFDFLyQ GH GHVYLDFLyQ HQ OD FDSDFLGDG \ GHVHPSHxR GH XQ FRPSRQHQWH R 6HUYLFLR HQ SDUWLFXODU KDVWD HO SHUVRQDO WpFQLFR \ GH JHVWLyQ

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

'DWRV GH &0,6

/RV GDWRV GH &DSDFLGDG VRQ FRP~QPHQWH DOPDFHQDGRV HQ KHUUDPLHQWDV HVSHFtILFDV GH OD WHFQRORJtD GH WDO IRUPD TXH HO YHUGDGHUR YDORU GH ORV GDWRV QR VH SXHGH REWHQHU

ri n t

ITIL ยฎ

,QWHUPHGLR

(O YHUGDGHUR YDORU GH ORV GDWRV VRODPHPHQWH VH SXHGH REWHQHU FRPELQDQGR ORV GDWRV GHQWUR GH XQ FRQMXQWR ~QLFR GH UHSRVLWRULRV GH LQIRUPDFLyQ LQWHJUDGRV R XQ FRQMXQWR GH EDVHV GH GDWRV

(O &0,6 VH GHILQH FRPR

N ot

fo r

ยณ(O &0,6 HV XQ FRQMXQWR GH KHUUDPLHQWDV GDWRV H LQIRUPDFLyQ TXH HV XVDGR SDUD VRSRUWDU OD *HVWLyQ GH &DSDFLGDG \ HV OD SLHGUD DQJXODU GH XQ SURFHVR GH *HVWLyQ GH &DSDFLGDG H[LWRVR /D LQIRUPDFLyQ FRQWHQLGD GHQWUR GHO &0,6 HV DOPDFHQDGD \ DQDOL]DGD SRU WRGRV ORV VXE SURFHVRV GH *HVWLyQ GH &DSDFLGDG SRUTXH HV XQ UHSRVLWRULR TXH FRQWLHQH GLIHUHQWHV WLSRV GH GDWRV LQFOX\HQGR QHJRFLR VHUYLFLR UHFXUVRV R XWLOL]DFLyQ \ GDWRV ILQDQFLHURV GH WRGDV ODV iUHDV GH WHFQRORJtD ยด

4XRWHG WH[W VRXUFH LV IURP ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW ย $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

'DWRV )LQDQFLHURV

'DWRV GH 1HJRFLR

'DWRV GH &0,6

'DWRV GH 6HUYLFLR

Sa m

at er

7LSRV GH 'DWRV

'DWRV GH &RPSRQHQWH

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ

,QWHUPHGLR

8QLGDG *HVWLyQ GH &DSDFLGDG

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

ri n t

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

&6)V \ .3,V .3,V

&6) 3URQyVWLFR GH 1HJRFLR SUHFLVR

.3, 3URGXFFLyQ RSRUWXQD GHO SURQyVWLFR GH FDUJD GH WUDEDMR

.3, 3RUFHQWDMH GH H[DFWLWXG GHO SURQyVWLFR GH WHQGHQFLDV GHO QHJRFLR .3, ,QFRUSRUDFLyQ RSRUWXQD GH ORV SODQHV GH QHJRFLR GHQWUR GHO SODQ GH FDSDFLGDG

&6) &RQRFLPLHQWR GH WHFQRORJtDV DFWXDOHV \ IXWXUDV

.3, 5HGXFFLyQ HQ HO Q~PHUR GH GHVYLDFLRQHV GHO SODQ GH QHJRFLR \ HO SODQ GH FDSDFLGDG

ยณ&6)V

.3, +DELOLGDG LQFUHPHQWDGD SDUD PRQLWRUHDU HO GHVHPSHxR \ UHQGLPLHQWR GH WRGRV ORV 6HUYLFLRV \ FRPSRQHQWHV

fo r

.3, -XVWLILFDFLyQ H ,PSOHPHQWDFLyQ RSRUWXQD GH QXHYDV WHFQRORJtDV HQ OtQHD FRQ ORV UHTXHULPLHQWRV GHO QHJRFLR WLHPSR FRVWR \ IXQFLRQDOLGDG

N ot

.3, 5HGXFFLyQ HQ HO XVR GH WHFQRORJtD YLHMD FDXVDQWH GH LQFXPSOLPLHQWRV GH 6/$V GHELGR D SUREOHPDV GH VRSRUWH R GHVHPSHxR ยด

4XRWHG WH[W VRXUFH LV IURP ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW ย $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

โ

ITIL ยฎ

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ia l

,QWHUPHGLR

$FWLYLGDGHV 0pWRGRV 7pFQLFDV \ 'LVSDUDGRUHV (QWUDGDV 6DOLGDV *HVWLyQ GH OD ,QIRUPDFLyQ 5HODFLyQ FRQ RWURV 3URFHVRV H ,QWHUIDFHV FRQ 2WURV 3URFHVRV

)DFWRUHV &UtWLFRV GH e[LWR H ,QGLFDGRUHV &ODYH GH 'HVHPSHxR SDUD XQD *HVWLyQ GH &DSDFLGDG ([LWRVD

at er

&6)V \ .3,V &RQW ใตฐ&6)V

&6) +DELOLGDG SDUD GHPRVWUDU HIHFWLYLGDG HQ FRVWRV

.3,V

.3, 5HGXFFLyQ GH ODV FRPSUDV GH ~OWLPR PLQXWR SDUD DWHQGHU SUREOHPDV XUJHQWHV GH GHVHPSHxR

.3, 5HGXFFLyQ HQ HO H[FHVR GH FDSDFLGDG GH 7, .3, 3URQyVWLFR SUHFLVR GH JDVWRV SODQHDGRV .3, 5HGXFFLyQ HQ OD LQWHUUXSFLyQ GHO QHJRFLR FDXVDGD SRU IDOWD GH FDSDFLGDG DGHFXDGD GH 7, .3, 5HGXFFLyQ UHODWLYD HQ HO FRVWR GH SURGXFFLyQ GHO SODQ GH FDSDFLGDG

Sa m

&6) +DELOLGDG SDUD SODQHDU H .3, 5HGXFFLyQ GHO SRUFHQWDMH HQ HO Q~PHUR GH LQFLGHQWHV GHELGRV D XQ GHVHPSHxR LPSOHPHQWDU OD FDSDFLGDG SREUH DSURSLDGD GH 7, SDUD HPSDWDU FRQ .3, 5HGXFFLyQ GHO SRUFHQWDMH GH SpUGLGDV GHO QHJRFLR GHELGDV D FDSDFLGDG ODV QHFHVLGDGHV GHO QHJRFLR LQDGHFXDGD

.3, 7RGRV ORV QXHYRV VHUYLFLRV LPSOHPHQWDGRV HPSDWDQ FRQ ORV 6/5V .3, 3RUFHQWDMH LQFUHPHQWDGR GH UHFRPHQGDFLRQHV KHFKDV SRU *HVWLyQ GH &DSDFLGDG VREUH ODV TXH VH KD\D DFWXDGR .3, 5HGXFFLyQ HQ HO Q~PHUR GH LQFXPSOLPLHQWRV GH 6/$V GHELGR \D VHD D XQ GHVHPSHxR SREUH GHO 6HUYLFLR R XQ GHVHPSHxR SREUH GH FRPSRQHQWHV ยด

4XRWHG WH[W VRXUFH LV IURP ,7,/ย 6HUYLFH /LIHF\FOH 6XLWH QG (GLWLRQ &RS\ULJKW ย $;(/26 /LPLWHG (O PDWHULDO HV UHSURGXFLGR EDMR OLFHQFLD GH $[HORV

Partรญcipe | ITIL Nivel Intermedio de Certificaciรณn | Gestiรณn de Capacidad

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

ย &RQYHQFHU DO QHJRFLR GH GDU LQIRUPDFLyQ VREUH VXV SODQHV HVWUDWpJLFRV \ D\XGDU D OD RUJDQL]DFLyQ GH 7, D SURYHHU XQ %&0 HIHFWLYR

$OJXQRV GH ORV PD\RUHV ULHVJRV GH OD *HVWLyQ GH &DSDFLGDG LQFOX\HQ

/RV UHWRV GH OD *HVWLyQ GH &DSDFLGDG VRQ

ri n t

(MHPSOR GH 3UHJXQWD GH ([DPHQ

(MHUFLFLR *UXSDO ,QGLYLGXDO

ย 1R KD\ FRPSURPLVR GHO QHJRFLR SDUD FRQ OD *HVWLyQ GH &DSDFLGDG ย 1R KD\ LQIRUPDFLyQ DGHFXDGD GHO QHJRFLR UHVSHFWR GH SODQHV IXWXURV \ HVWUDWHJLDV

5HWRV

5HWRV \ 5LHVJRV

5LHVJRV

ITIL ยฎ

,QWHUPHGLR

fo r

ย &RPELQDU WRGRV ORV GDWRV GHO &&0 GHQWUR GH XQ FRQMXQWR LQWHJUDGR GH LQIRUPDFLyQ TXH SXHGD VHU DQDOL]DGD GH XQD PDQHUD FRQILDEOH SDUD GDU GHWDOOHV GHO XVR GH WRGRV ORV FRPSRQHQWHV GH ORV 6HUYLFLRV

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG

(MHUFLFLR *UXSDO ,QGLYLGXDO

(MHPSOR GH 3UHJXQWD GH ([DPHQ

at er

5HWRV \ 5LHVJRV

ia l

ITIL ยฎ

,QWHUPHGLR

โ

N ot

ย )DOWD GH FRPSURPLVR GH OD DOWD GLUHFFLyQ R IDOWD GH UHFXUVRV \ R SUHVXSXHVWR SDUD OD *HVWLyQ GH &DSDFLGDG

Sa m

$FWLYLGDG 8VDQGR HO GLDJUDPD GDGR HQ HO &XDGHUQR GH 7UDEDMR GHVFULED ODV HQWUDGDV VDOLGDV GLVSDUDGRUHV H LQWHUIDFHV GH OD *HVWLyQ GH &DSDFLGDG FRQ ORV RWURV SURFHVRV GH *HVWLyQ GH 6HUYLFLRV

1RWD (VFULED VX UHVSXHVWD HQ HO HVSDFLR SURYLVWR HQ VX FXDGHUQR GH WUDEDMR ยฃ$FWLYLGDG

ITIL Nivel Intermedio de Certificaciรณn | Planificaciรณn, Protecciรณn y Optimizaciรณn

ITIL ยฎ

,QWHUPHGLR

3ODQLILFDFLyQ 3URWHFFLyQ \ 2SWLPL]DFLyQ 8QLGDG *HVWLyQ GH &DSDFLGDG (MHUFLFLR *UXSDO ,QGLYLGXDO

(MHPSOR GH 3UHJXQWD GH ([DPHQ

Sa m

at er

ia l

โ

N ot

fo r

3UDFWLFD HO (MHPSOR GH 3UHJXQWD GH ([DPHQ FRPR WDUHD

ri n t

5HWRV \ 5LHVJRV