Fundamentos de Gestión de Servicios ITIL

CONTENIDO
Introducción
Asignaciones
Diapositivas y Notas
Resumen
Exámenes de Ejemplo
Respuesta a los exámenes de ejemplo
Acrónimos y Glosario

Introducción curso Introduccion

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© ORCI 2012

Introducción curso Introduccion Page 2 of 4 © ORCI 2012 . su estructura y conceptos básicos. actividades.Fundamentos de Gestión de Servicios ITIL Introducción Esta sección ofrece una descripción breve del curso y sus objetivos.  Contribuir a un Programa de Mejora Continua de Servicios.  Comprender los principios base de las prácticas de ITIL para la Gestión de Servicios. ITIL es un conjunto de libros que proveen códigos de práctica entendibles e interrelacionados.  Prepararse para el examen de certificación de Fundamentos de Gestión de Servicios de TI (ITIL Foundation Certificate in IT Service Management).  Entender como el marco de referencia de ITIL puede ser utilizado para mejorar la calidad de la Gestión de Servicios de TI en una organización. Objetivos del Curso Después de completar el curso. formato. El examen de Fundamentos de ITIL. audiencia a la que está dirigido y los prerrequisitos Descripción del Curso Este curso está diseñado para introducir a los estudiantes en los conceptos esenciales asociados con la Librería de Infraestructura de TI (ITIL®) y prepararlos para presentar el examen de certificación de Fundamentos de Gestión de Servicios de TI (Foundation Certificate in IT Service Management). para lograr la entrega y soporte de servicios de alta calidad y costo efectivos. objetivos de aprendizaje. los estudiantes deberán ser capaces de:  Demostrar entendimiento de la terminología utilizada en ITIL. comprueba un entendimiento esencial en los estudiantes acerca de los conceptos de ITIL.

Fundamentos de Gestión de Servicios ITIL Contenido del Curso  Gestión del curso y presentaciones  Introducción a la Gestión de Servicios de TI e ITIL  La Gestión de Servicios como una práctica  Ciclo de vida del servicio  Estrategia del Servicio  Diseño del Servicio  Transición del Servicio  Operación del Servicio  Mejora Continua del Servicio  Funciones de la Gestión de Servicios  Arquitectura y tecnología  Roles de la Gestión de Servicios  Examen de Ejemplo  Examen de Certificación Introducción curso Introduccion Page 3 of 4 © ORCI 2012 .

el cual es administrado por un agente autorizado del Organismo Certificador. Introducción curso Introduccion Page 4 of 4 © ORCI 2012 . El curso termina con un examen formal de una hora de duración. pero se asume que el estudiante cuenta con un entendimiento básico de TI y sus conceptos. se les conceden 15 minutos adicionales y pueden consultar un diccionario impreso. El examen es a libro cerrado con 40 preguntas de opción múltiple. Prerrequisitos Este curso no tiene prerrequisitos específicos. ejercicios en equipo y exámenes ejemplo para proveer a los estudiantes el entendimiento de los aspectos esenciales de la Gestión de los Servicios de TI. discusiones grupales. así como prepararlos para el examen de certificación. A los estudiantes que no tengan el idioma inglés como su lengua nativa y realicen el examen en este idioma. Audiencia Este curso está dirigido a los profesionales de TI que tengan un rol en la entrega y soporte eficiente de servicios de calidad y costo efectivos.Fundamentos de Gestión de Servicios ITIL Formato del curso Este curso es dirigido por un instructor que usa una combinación de exposiciones.

                                   .

                                                                                    .

                                                                                                                                                                                                                                           .

                                                                                                                                                                                                     .

                                                                                                                                                   .

                                                                                         .

                                                                                                            .

                                                               .

                                                                                                                        .

                                                                          .