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ITpreneurs™ Gestión de Servicio
Planificación, Protección y Optimización release 3.2.0 ITIL® Intermedio
MATERIAL DE REFERENCIA
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Contenido
i
LISTA DE ÍCONOS III
LISTA DE ACTIVIDADES (REFIERASE AL LIBRO DE TRABAJO) NA
CONSEJOS GENERALES DE ENTRENAMIENTO NA
RECONOCIMIENTOS IV
SÍGUENOS V
INTRODUCCIÓN DEL CURSO 1
UNIDAD 1: INTRODUCCIÓN A PPO 9
UNIDAD 2: GESTIÓN DE LA CAPACIDAD 25
UNIDAD 3: GESTIÓN DE DISPONIBILIDAD 59
UNIDAD 4: GESTIÓN DE LA CONTINUIDAD DEL SERVICIO DE TI 99
UNIDAD 5: GESTIÓN DE SEGURIDAD DE LA INFORMACIÓN 127
UNIDAD 6: GESTIÓN DE LA DEMANDA 151
UNIDAD 7: ROLES Y RESPONSABILIDADES 171
UNIDAD 8: CONSIDERACIONES DE TECNOLOGIA E IMPLEMENTACIÓN 181
UNIDAD 9: GUÍA DE PREPARACIÓN PARA EL EXAMEN NA
APÉNDICE A: CASO DE ESTUDIO (REFIERASE AL LIBRO DE TRABAJO) NA
APÉNDICE B: EJERCICIO DE MAPA MENTAL 215
APÉNDICE C: GLOSARIO 217
APÉNDICE D: PROGRAMA 351
APÉNDICE E: RESPUESTAS (REFIERASE AL LIBRO DE TRABAJO) NA
APÉNDICE F: DIAGRAMAS (VISTA AMPLIADA) 375
APÉNDICE G: NOTAS DE LIBERACIÓN 379
FORMULARIO DE RETROALIMENTACIÓN DEL ESTUDIANTE (REFIERASE AL LIBRO DE TRABAJO) NA
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Copyright © ITpreneurs and AXELOS Limited © 2014. Todos los derechos reservados. iii
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ACKNOWLEDGEMENTS
We would like to sincerely thank the experts who have contributed to and shaped ITpreneurs’ ITIL Intermediate product suite.
ITpreneurs’ Course Reviewers Anessi, Ray - Pangloss Group
Costigan, Michael D - CSC
Mohr, Julie - Blue Print Audits
Vikdal, Mike - Auslyn Group
Wigmore, Michael - Independent
Pondman, Dick - Independent
Burgers, Jurian - Independent
Rijken, Adriaan - Independent
Kaushik, Jitendra - ITpreneurs
Townsend, Madeleine - Foster-Melliar, Morvest Professional Services
ITpreneurs’ Course Exercise WritersFoederer, Marcel - ITpreneurs
Mohr, Julie - Blue Print Audits
Vikdal, Mike - Independent
Wigmore, Michael - IndependentSam
ple M
ateria
l – N
ot for
Rep
rint
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Partícipe | ITIL Nivel Intermedio de Certifi cación | Introducción del Curso
Introducción del Curso
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Unidad 1 Introducción a PPO
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ITIL ®
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