Aebr - ITIL Foundation V3 - 08

El valor es lo que siempre entrega un servicio al cliente. Cuando un cliente utiliza un servicio, espera recibir un beneficio o un valor agregado. Esto puede incluir la satisfacción de sus necesidades, la solución de un problema, la mejora de su situación actual, entre otros. El valor es fundamental en la relación entre el proveedor del servicio y el cliente, ya que determina la satisfacción y fidelidad del cliente hacia la empresa. Por lo tanto, el valor es un elemento esencial en la entrega de un servicio al cliente.

The correct answer is "Comité de Cambios de Emergencia (ECAB)". This group is responsible for reviewing and approving changes that need to be installed faster than the normal change process. They handle emergency changes that require immediate attention and action to address critical situations.

Esta respuesta describe cómo los Elementos de Configuración (CI) trabajan juntos para proporcionar servicios. La gestión de configuraciones implica identificar, controlar y mantener la información sobre los elementos de configuración de un sistema o servicio. Un activo de servicio es un componente o recurso que se utiliza para entregar un servicio. Por lo tanto, la relación entre un activo de servicio y la gestión de configuraciones es que la gestión de configuraciones describe cómo los elementos de configuración trabajan juntos para proporcionar los servicios.

The correct answer is "Gestión de Acceso". This process is responsible for providing the right to use an IT service. It involves granting and revoking access rights to users based on their roles and responsibilities within the organization. The goal is to ensure that only authorized individuals have access to the necessary resources and information, while also maintaining security and compliance with policies and regulations.

The correct answer is "Requerimientos, recursos y capacidades que se necesitan y se acuerdan". This means that the design of service solutions includes the requirements, resources, and capabilities that are needed and agreed upon. This implies that the design process takes into consideration the specific needs and agreements made in order to create effective and efficient service solutions.

The correct answer states that "Gestión del Servicio" refers to a set of specialized capabilities within an organization that provide value to customers in the form of services. This definition highlights the idea that the management of services involves specific skills and expertise within the organization to deliver valuable services to customers.

The implementation of Service Management with ITIL requires effective and efficient use of people, processes, products, and partners. ITIL emphasizes the importance of having skilled and knowledgeable personnel, well-defined and standardized processes, suitable technology and tools, and strong relationships with external partners. All these elements are necessary for successful implementation and management of IT services according to ITIL best practices.

El modelo de configuración da visibilidad a los servicios, activos e infraestructura. Este modelo permite mantener un registro detallado de la configuración de los elementos de TI, lo que facilita la gestión y el control de los cambios, la resolución de problemas y la planificación de los servicios. Al tener un modelo de configuración adecuado, se puede garantizar que los servicios se entreguen de manera eficiente y se minimicen los riesgos y los impactos negativos en caso de incidentes o cambios.

The best processes to automate are those that are simple and well understood. This means that they are not overly complex or confusing, making them easier to automate and less prone to errors. Additionally, when a process is well understood, it means that there is clear documentation and knowledge about how it should be executed, making it easier to translate into an automated system. By automating simple and well-understood processes, organizations can improve efficiency, reduce human error, and free up resources for more complex tasks.

The correct answer is "Un Paquete de Entregas". This means that a Unit of Delivery or a structured set of Units of Delivery can be defined within a Package of Deliveries.

The two main elements that create value for customers are utility and guarantee. Utility refers to the usefulness or benefit that a product or service provides to the customer. It is about meeting their needs and solving their problems. Guarantee, on the other hand, refers to the assurance or promise of quality, reliability, and satisfaction that a company offers to its customers. It gives customers confidence in the product or service and reduces the risk of making a purchase. By combining utility and guarantee, companies can create value for their customers and build long-term relationships based on trust and satisfaction.

The given list consists of terms related to roles, persons, or groups involved in the context of changes. "Autoridad de Cambios" refers to the authority responsible for making changes, "Gestor de Cambios" refers to the change manager, and "Comité de Cambios (CAB)" refers to the change advisory board. Therefore, the correct answer is "A roles, personas o grupos" as it accurately describes the content of the list.

Los Incidentes Graves requieren procedimientos separados debido a su naturaleza crítica y urgente. Al requerir una atención especial, se necesita un enfoque diferente y específico para manejarlos de manera adecuada. Al tener procedimientos separados, se pueden seguir pasos específicos y establecidos para abordar estos incidentes, lo que permite una respuesta más rápida y eficiente. Además, los procedimientos separados también pueden ayudar a garantizar que se tomen las medidas necesarias para resolver el incidente de manera adecuada y minimizar cualquier impacto negativo.

En las Métricas de Servicios se mide el servicio de punta a punta. Esto significa que se evalúa y se toman en cuenta todos los aspectos relacionados con el servicio desde su inicio hasta su finalización, incluyendo todos los procesos, funciones, madurez, costos y disponibilidad de la infraestructura. Es importante medir el servicio de punta a punta para tener una visión completa y precisa de su desempeño y poder identificar posibles áreas de mejora.

The purpose of Service Transition is to ensure that a service can be managed, operated, and supported effectively. It involves providing high-quality knowledge about Change Management, Release and Deployment Management, and Capacity Management. However, providing training and certification in project management is not a specific purpose of Service Transition.

A Unit of Delivery refers to the portion of a service or IT infrastructure that is typically delivered as a set. This means that it is a specific component or part of a service or IT infrastructure that is delivered as a whole, rather than being broken down into smaller parts. It could be a specific module, feature, or functionality that is provided as a complete unit.

The responsibility of the Catalog Manager is to ensure that the information in the Service Catalog is correct and consistent with the information in the Service Portfolio. They are not responsible for ensuring the accuracy of the information in the Service Portfolio under development.

The purpose of the Operation of Service is to provide and manage IT services according to the agreed levels with the users. This means ensuring that the IT services are delivered efficiently and effectively, meeting the needs and expectations of the users. It involves activities such as incident management, problem management, and service request fulfillment, which aim to maintain the availability and performance of the IT services. By providing and managing services in accordance with the agreed levels, the Operation of Service helps to ensure the satisfaction of the users and the overall success of the IT service management.

The main objective of Service Level Management is to ensure that all existing IT services are provided according to the agreed service level. This involves managing and monitoring the performance of the services, ensuring that they meet the agreed-upon service level targets, and making any necessary improvements to maintain or enhance service quality. Service Level Management also involves establishing and maintaining a Service Catalog, which provides detailed information about the services offered by the IT organization.

The person assigned with an "I" in a RACI matrix is expected to "Maintain updated about the progress of an activity." This means that they are responsible for staying informed and keeping track of the progress made in a particular activity. They are not directly involved in executing the activity or managing it, but they play a crucial role in monitoring and staying up-to-date with its advancements.

A solicitud de servicio es una solicitud de información, asesoramiento o cambio estándar hecha por los usuarios. Esto implica que los usuarios están buscando obtener información, consejos o solicitar un cambio estándar en el servicio que están utilizando. Esta descripción se enfoca en las necesidades y expectativas de los usuarios, lo que indica que están buscando una mejora o solución específica.

En el paso "¿Dónde queremos estar?" del modelo de Mejoramiento Continuo del Servicio, se lleva a cabo la definición de metas medibles. Esto implica establecer objetivos claros y específicos que se puedan cuantificar y evaluar para medir el progreso y el éxito de las mejoras implementadas en los servicios y procesos.

Gestión del Nivel del Servicio es el proceso responsable de discutir con los clientes los informes de desempeño y si los servicios han cumplido con sus objetivos. Este proceso se encarga de establecer acuerdos de nivel de servicio (SLA) con los clientes y monitorear el cumplimiento de estos acuerdos. También se encarga de analizar y discutir los informes de desempeño con los clientes, identificando cualquier desviación o problema y tomando las medidas necesarias para mejorar el nivel de servicio.

The correct answer is "Prevenir que ocurran Problemas y los Incidentes resultantes." This statement is not an objective of Problem Management. Problem Management focuses on identifying and resolving the underlying causes of incidents and preventing them from occurring in the future. Restoring normal service operations quickly and minimizing negative impacts on the business is an objective of Problem Management.

The correct answer is "Estrategia del Servicio". In this phase of the Service Lifecycle, the focus is on defining the policies and objectives of the service. It involves developing a strategy to ensure that the service meets the needs of the business and aligns with its overall goals and objectives. This includes determining the service's value proposition, defining its target market, and establishing the necessary policies and guidelines to govern its delivery and operation.

The activities that are the responsibility of Supplier Management include developing, negotiating, and agreeing on contracts. This involves establishing the terms and conditions of the contract, such as pricing, delivery schedules, and service levels. The goal is to ensure that both parties are in agreement and have a clear understanding of their obligations and expectations. This helps to establish a mutually beneficial relationship with suppliers and ensures that the organization receives the goods and services it requires.

La Gestión de la Capacidad hace el mayor uso de los datos suministrados por la Gestión de la Demanda para determinar los recursos necesarios para satisfacer los requisitos de los servicios de TI. Esta gestión se encarga de analizar, predecir y planificar la capacidad de los recursos de TI, como servidores, almacenamiento y redes, para garantizar que estén disponibles cuando se necesiten. Utiliza los datos de la Gestión de la Demanda para comprender la demanda actual y futura de los servicios y así poder dimensionar adecuadamente los recursos.

The correct answer is "Solamente 1, 2 y 4." This means that the organizational structures of a User Service Center include a local center, a virtual center, and a follow-the-sun approach. These structures allow for both physical and remote support, as well as 24/7 coverage across different time zones.

El Sistema de Gestión de la Configuración (CMS) puede ayudar a determinar el nivel de impacto de un problema porque permite realizar un seguimiento de la configuración de los elementos de un sistema o proyecto. Esto incluye la identificación de los componentes afectados por el problema y su relación con otros elementos. Al tener esta información, se puede evaluar el impacto que tendrá el problema en el funcionamiento general del sistema y tomar las medidas necesarias para solucionarlo.

Gestión de Instalaciones es responsable de gestionar el hardware en un Centro de Datos o salas de ordenadores, el equipo de energía y de enfriamiento, y los sitios para la recuperación de servicios. Esto significa que se encarga de administrar y mantener el funcionamiento adecuado de estos elementos para garantizar el correcto funcionamiento de las instalaciones y servicios.

The correct answer is "Gestión de Eventos". This process is responsible for monitoring a IT Service and detecting when its performance falls below acceptable limits. It involves the detection, categorization, and initial diagnosis of incidents, as well as the escalation and notification of appropriate parties. This process is crucial in ensuring that any issues or disruptions in the IT service are promptly identified and addressed to minimize impact on the organization.

La Gestión de Disponibilidad se encarga de garantizar la disponibilidad de los servicios y componentes en un sistema o infraestructura. Esto implica asegurar que los servicios estén disponibles para su uso y que los componentes necesarios para su funcionamiento estén también disponibles y en buen estado. La Gestión de Disponibilidad se enfoca en minimizar los tiempos de interrupción o fallas, y en asegurar que los servicios y componentes estén disponibles cuando los usuarios los necesiten.

The responsibility of designing and maintaining all necessary packages in the Service Transition is not a responsibility of the Service Design Manager. This responsibility falls under the domain of the Service Transition Manager, who is responsible for ensuring that all necessary packages are designed and maintained during the transition phase of the service. The Service Design Manager is responsible for producing quality, secure, and resilient designs for new or improved services, as well as for the technological architecture and measurement processes or systems, in line with the organization's present and future requirements. They also ensure that the global Service Strategy is reflected in the Service Design process and the service designs produced, and measure the effectiveness and efficiency of the Service Design and support processes.

The correct answer is "Un Paquete de Diseño del Servicio". This is because the question is asking for the name of the information that the Service Transition sends in order to implement a new service. The term "Un Paquete de Diseño del Servicio" translates to "A Service Design Package" in English, which refers to the collection of documents and information that describes the design and specifications of a new service.

Una Biblioteca Definitiva de Medios (DML) es un lugar seguro donde se almacenan y protegen los medios de las versiones autorizadas definitivas de todos los Elementos de Configuración (ECs). Esto significa que la DML es responsable de guardar y proteger los medios físicos o digitales que contienen las versiones finales y autorizadas de los ECs. La DML garantiza que estos medios estén seguros y disponibles cuando sea necesario para su uso o referencia.

The main objective of the Service Strategy is to transform Service Management into a strategic asset. This means that the goal is to align the management of services with the overall business strategy and objectives, in order to maximize the value that services can provide to the organization. By transforming service management into a strategic asset, organizations can ensure that their services are designed, delivered, and managed in a way that supports and enhances the overall business goals and objectives.

The correct answer is "Estrategia, Diseño, Transición, Operación, Mejoramiento Continuo". This answer aligns with the widely recognized IT service management framework known as ITIL (Information Technology Infrastructure Library). ITIL defines the lifecycle of IT service management, and the phases listed in the answer correspond to the stages in this lifecycle. The phases include strategy, design, transition, operation, and continual improvement, which are essential for effectively managing the continuity of IT services.