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Crossword Puzzle
Crossword Puzzle

Crucigrama: Claves de la Gestión de Incidentes (MINTIC)

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Crucigrama: Claves de la Gestión de Incidentes (MINTIC)

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About this activity

este crucigrama esta planteado desde el punto 5.5.7 hasta el punto 5.6

Created by

Sebastian Escobar
Sebastian Escobar
Colombia

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Crucigrama: Claves de la Gestión de Incidentes (MINTIC)
 

Crossword Puzzle

Crucigrama: Claves de la Gestión de Incidentes (MINTIC)Online version

este crucigrama esta planteado desde el punto 5.5.7 hasta el punto 5.6

by Sebastian Escobar
1

Última fase del ciclo de vida de un incidente en la que se verifica que fue resuelto, se documentan los detalles y se notifica al usuario para su aprobación.

2

Proceso realizado después de resolver un incidente para verificar que no vuelva a ocurrir, identificar causas raíz y mejorar el sistema.

3

Indicadores cuantitativos como porcentaje de resolución o tiempo promedio de atención, usados para evaluar la eficiencia del proceso de gestión de incidentes.

4

Resultado esperado tras aplicar las acciones necesarias para solucionar un incidente reportado por un usuario.

5

Registro completo de cada paso y decisión tomada durante el proceso de atención del incidente, usado como referencia futura o para auditorías.

6

Persona que reporta el incidente y que valida si la solución aplicada fue satisfactoria antes de cerrar el proceso.

7

Actividad que busca reflexionar sobre la gestión realizada en el incidente, con el fin de aprender y mejorar los procesos internos.

8

Resultado ideal del seguimiento y evaluación: se aplican cambios positivos para prevenir que incidentes similares vuelvan a ocurrir.

9

Unidad de medida fundamental en las métricas que permite conocer cuánto se demoró un incidente en ser atendido y resuelto.

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