Acuerdos de Nivel de Servicio: Un enfoque práctico (Spanish Edition)
B087M1QVBM
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Product Description
La gestión del nivel de servicio es fundamental para la prestación de servicios exitosa, dado que establece objetivos de servicio alineados con las necesidades del negocio, de forma que la entrega del servicio se gestione en función de esos objetivos.La finalidad de este libro es facilitar el trabajo de elaboración de Acuerdos de Nivel de Servicio (SLA en inglés) a través de un enfoque práctico, sin descuidar el fundamento teórico que respalda los aspectos acordados en un SLA.Considerando que el SLA es un documento donde se establecen los compromisos entre dos organizaciones, este libro puede servir de referencia tanto para el prestador como para el cliente del servicio.Algunos de los pilares sobre los que se sustenta el contenido del libro son: la generación de valor, la gestión de riesgos, la satisfacción del cliente, la mejora continua, y el enfoque de gestión por procesos.El material que encontrará aquí está orientado a la gestión de servicios de tecnología de la información, pero los conceptos presentados pueden ser aplicados a otro tipo de servicios.
About the Author
Paulo Delmonte (Montevideo, 1974), Ingeniero en Informática, Máster en Dirección Estratégica en Tecnologías de la Información, auditor, consultor y escritor. Cuenta con más de 25 años de experiencia en Gestión de Servicios de Tecnología y Seguridad de la Información.
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