La nueva actualización adquirida a través de una formación ITIL 4 amplía las versiones anteriores al proporcionar un modelo operativo digital de TI de extremo a extremo para la entrega y operación de productos y servicios habilitados por tecnología y permite a los equipos de TI continuar desempeñando un papel crucial en una estrategia de negocios más amplia.
Dicho modelo se fundamenta en 4 dimensiones de gestión de servicios.
Propuesta de formación ITIL 4 en la gestión de servicios
Para la facilitación efectiva y eficiente de valor para los clientes y otras partes interesadas en forma de productos y servicios, la formación ITIL 4 define cuatro dimensiones críticas que, colectivamente, respaldan un enfoque holístico de la gestión de servicios:
- Organizaciones y personas
- Información y tecnología
- Socios y proveedores
- Flujos de valores y procesos.
1.Organización y personas
Una organización necesita una cultura saludable que respalde sus objetivos y el nivel adecuado de capacidad y competencia entre su fuerza laboral. Para ello, es importante:
- La adopción de los Principios Guías impartidos en la formación ITIL 4
- Las personas son la parte importante en una organización,Asegurar que las personas de la organización que prestan nuestro servicio se alineen con la cultura de la empresa y conozcan sus roles y responsabilidades, la estructura formal de la organización y las competencias del equipo.
De esta manera, el éxito del servicio estará garantizado.
2. Información y tecnología
En el contexto de la SVS, se incluye la información y el conocimiento (Bases del Conocimiento, Sistema de Inventario y Sistema de Comunicación) junto con las tecnologías necesarias para la gestión de los servicios.
Todo ello para inculcar la necesidad de ser conscientes de la importancia de la información en nuestra organización, tener presente que solo mediante un correcto procesamiento de los datos que recolectamos alcanzaremos una correcta toma de decisiones, asegurando la entrega de valor alineada a las necesidades de nuestros clientes.
3. Socios y proveedores
Cada organización y cada servicio dependen en cierta medida de los servicios proporcionados por otras organizaciones, por todas aquellas empresas que están involucradas en el diseño, implementación, entrega, soporte y mejora continua de los servicios que ofrecemos y prestamos desde nuestro negocio.
Por lo tanto, además de velar por el mantenimiento de una correcta gestión contractual, debemos asegurar que nuestros Proveedores y Socios se encuentren alineadas a con la visión, Cultura y Objetivos de nuestra organización.
4. Flujos de valores y procesos
La cuarta dimensión de la gestión del servicio impartida en la formación ITIL 4 se refiere a la forma en que las distintas partes de la organización funcionan de manera integrada y coordinada es importante para permitir la creación de valor a través de productos y servicios.
En concreto, define los flujos de valor y los procesos, esto es, las actividades, flujos de trabajo, controles y procedimientos necesarios para lograr los objetivos acordados.
Esta dimensión, aplicada a productos y servicios (modelo de entrega, funcionamiento, flujos de valor involucrados en la entrega, responsables de las acciones de servicio requeridas), ayuda a maximizar el valor del servicio prestado.
Si quieres conocer el verdadero valor, la verdadera y completa dimensión que la formación ITIL 4 puede aportar a la gestión de servicios TI de tu empresa, contacta con ADEK, consultora de formación.
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