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Adivina el concepto ITIL e ITSM

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Adivina el concepto ITIL e ITSM

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About this activity

Alumnos:
Lizbeth Diaz Navarrete
Jonathan Montes Martinez

Created by

John M
John M
Mexico

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Adivina el concepto ITIL e ITSM
 

Adivina el concepto ITIL e ITSMOnline version

Alumnos: Lizbeth Diaz Navarrete Jonathan Montes Martinez

by John M
1

Soy lo que recibe el cliente y le genera valor, sin que tenga que preocuparse por cómo funciono internamente.

Pistas

En ITIL/ITSM, se refiere a la capacidad de entregar resultados y beneficios al cliente.

No necesita conocer los detalles técnicos de su interior.

Es algo que entrega valor al usuario.

2

Soy la disciplina que se encarga de gestionar servicios de tecnología alineados al negocio.

Pistas

Mis siglas tienen 4 letras

Incluyo la palabra “management”

3

Soy una guía de mejores prácticas, no una norma obligatoria, y ayudo a mejorar los servicios de TI

Pistas

Soy muy usado en empresas de tecnología

4

Soy un acuerdo formal entre cliente y proveedor donde se definen niveles de servicio.

Pistas

Tengo 3 letras

5

Soy el beneficio percibido por el cliente en relación con costos y riesgos.

Pistas

Es lo que realmente importa al cliente

6

Soy la práctica que gestiona la relación con proveedores externos

Pistas

Trabajo con terceros

7

Soy una interrupción no planeada en un servicio que debe resolverse rápido

Pistas

Soy algo urgente

8

No soy el error visible, sino la causa raíz que provoca múltiples fallas

Pistas

Estoy detrás de los incidentes

Empiezo con “P”

9

Soy un conjunto estructurado de actividades que transforma entradas en salidas

Pistas

Tengo pasos definidos

10

Soy un modelo que considera personas, tecnología, procesos y proveedores

Pistas

Somos 4 en total

 
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