{"id":5860,"date":"2017-07-02T19:26:52","date_gmt":"2017-07-02T19:26:52","guid":{"rendered":"https:\/\/xelere.com\/?p=5860"},"modified":"2017-09-29T15:49:18","modified_gmt":"2017-09-29T15:49:18","slug":"claves-publicar-catalogo-servicios","status":"publish","type":"post","link":"https:\/\/xelere.com\/en\/claves-publicar-catalogo-servicios\/","title":{"rendered":"Claves para publicar un Cat\u00e1logo de Servicios"},"content":{"rendered":"<h5><strong>Autor:<\/strong> Juan Cruz del Col, <em>Consultor L\u00edder<\/em><\/h5>\n<p>Comencemos con lo b\u00e1sico: \u00bfQu\u00e9 es el Cat\u00e1logo de Servicios de TI? El Cat\u00e1logo se utiliza para publicar informaci\u00f3n acerca de los servicios que el \u00e1rea de TI brinda a la organizaci\u00f3n. Este cat\u00e1logo puede ser consultado por los usuarios finales, quienes podr\u00e1n ver all\u00ed informaci\u00f3n b\u00e1sica sobre los servicios que pueden solicitarle a TI. Tambi\u00e9n lo pueden consultar los integrantes de los grupos de TI que consumir\u00e1n informaci\u00f3n m\u00e1s detallada y t\u00e9cnica sobre las caracter\u00edsticas de los servicios, as\u00ed como de sus condiciones de prestaci\u00f3n.<\/p>\n<p>El enfoque de un Cat\u00e1logo debe estar fuertemente orientado a los usuarios\/clientes actuales y potenciales, desde la perspectiva de lo que necesitan los clientes para realizar su trabajo o resolver sus necesidades dentro de la organizaci\u00f3n<a href=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/Screen-Shot-2016-10-07-at-5.15.31-PM.png\"><br \/>\n<\/a><\/p>\n<p><a href=\"https:\/\/xelere.com\/wp-content\/uploads\/2016\/10\/Screen-Shot-2016-10-07-at-5.15.31-PM.png\"><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4393 aligncenter\" src=\"https:\/\/xelere.com\/wp-content\/uploads\/2016\/10\/Screen-Shot-2016-10-07-at-5.15.31-PM-300x189.png\" alt=\"Image01\" width=\"300\" height=\"189\" srcset=\"https:\/\/xelere.com\/wp-content\/uploads\/2016\/10\/Screen-Shot-2016-10-07-at-5.15.31-PM-300x189.png 300w, https:\/\/xelere.com\/wp-content\/uploads\/2016\/10\/Screen-Shot-2016-10-07-at-5.15.31-PM-400x250.png 400w, https:\/\/xelere.com\/wp-content\/uploads\/2016\/10\/Screen-Shot-2016-10-07-at-5.15.31-PM.png 505w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<p><strong>\u00bfEn qu\u00e9 aspectos tener un cat\u00e1logo de servicios agregar\u00eda valor a nuestra empresa?<\/strong><\/p>\n<ul>\n<li>Facilitar\u00e1 la comprensi\u00f3n y el uso de los servicios ofrecidos, debido a lo que los mismos estar\u00e1n detallados de manera simple y concisa.<\/li>\n<li>Servir\u00e1 de gu\u00eda para orientar y dirigir a nuestros clientes.<\/li>\n<li>Uso de la misma terminolog\u00eda. Tanto dentro de TI como en el resto de la organizaci\u00f3n llamar\u00e1n a los servicios con el mismo nombre.<\/li>\n<li>Proveer\u00e1 informaci\u00f3n adicional de los servicios, tales como Acuerdos de Niveles de Servicio o hasta los costos de los mismos. Tambi\u00e9n proveer\u00e1 informaci\u00f3n acerca de otras pol\u00edticas y condiciones de prestaci\u00f3n de los servicios, as\u00ed como las responsabilidades asociadas a cada una de \u00e9stas.<\/li>\n<li>Nos permitir\u00e1 identificar y registrar los clientes actuales de cada servicio.<\/li>\n<li>Se encontrar\u00e1 a disposici\u00f3n del Centro de Servicios y de todo el personal que se halle en contacto directo con los clientes para poder as\u00ed brindar la mejor atenci\u00f3n.<\/li>\n<\/ul>\n<p><b>\u00bfQu\u00e9 debemos tener en cuenta?<\/b><\/p>\n<p>Hay que decir que el Cat\u00e1logo de servicios aportar\u00e1 visibilidad a una serie de procesos y funciones que en el d\u00eda a d\u00eda se encargan de asegurar la operaci\u00f3n de los servicios que brindamos; por ejemplo, cuando algo falla el cat\u00e1logo puede ayudar a identificar qu\u00e9 puede verse impactado por esa falla, sea un proceso del negocio, clientes, componentes cr\u00edticos de infraestructura u otros servicios.<\/p>\n<p>De esta manera el Cat\u00e1logo tambi\u00e9n ayuda a contar con el panorama completo de c\u00f3mo se est\u00e1 soportando al negocio.<\/p>\n<p>Tambi\u00e9n es clave tener en cuenta c\u00f3mo acceder\u00e1 el cliente a la informaci\u00f3n. El acceso debe ser claro y \u00e1gil, de f\u00e1cil entendimiento, intuitivo. Hay que recordar siempre que el cat\u00e1logo es la carta de presentaci\u00f3n ante los clientes.<\/p>\n<p><a href=\"https:\/\/i2.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/onlineshop-07.png\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4394 aligncenter\" src=\"https:\/\/i2.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/onlineshop-07.png?zoom=2&amp;resize=229%2C220\" srcset=\"https:\/\/i2.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/onlineshop-07.png?zoom=2&amp;resize=229%2C220\" alt=\"onlineshop-07\" width=\"229\" height=\"220\" data-attachment-id=\"4394\" data-permalink=\"https:\/\/xelere.com\/2016\/10\/11\/claves-para-publicar-un-catalogo-de-servicios\/onlineshop-07\/\" data-orig-file=\"https:\/\/i2.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/onlineshop-07.png?fit=229%2C220\" data-orig-size=\"229,220\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"onlineshop-07\" data-image-description=\"\" data-medium-file=\"https:\/\/i2.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/onlineshop-07.png?fit=229%2C220\" data-large-file=\"https:\/\/i2.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/onlineshop-07.png?fit=229%2C220\" \/><\/a><\/p>\n<p><b>\u00bfC\u00f3mo comenzar con un cat\u00e1logo de servicios?<\/b><\/p>\n<p>Primero se debe conocer el alcance del cat\u00e1logo de servicios, el nivel de detalle y qu\u00e9 rol cumplir\u00e1 en nuestro negocio. En base a lo que se defina en el alcance se har\u00e1 un inventario de todos los servicios que se ofrecen (tales como los servicios generales de TI, correo electr\u00f3nico, mensajer\u00eda, almacenamiento, hosting, etc.). Cada servicio debe aparecer de forma individual y dentro de una jerarqu\u00eda.<\/p>\n<p>La elecci\u00f3n de una herramienta de ITSM para la gesti\u00f3n del cat\u00e1logo de servicios resulta crucial a la hora de tomar en cuenta los aspectos mencionados.<\/p>\n<p>Existen muchas herramientas en el mercado que permite una gesti\u00f3n confiable y amigable, es solo es cuesti\u00f3n de analizar sus prestaciones y seleccionar la que m\u00e1s se adapte a sus necesidades.<\/p>\n<p><a href=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/shoppingcart-03.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4398 aligncenter\" src=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/shoppingcart-03.png?zoom=2&amp;resize=230%2C227\" srcset=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/shoppingcart-03.png?zoom=2&amp;resize=230%2C227\" alt=\"shoppingcart-03\" width=\"230\" height=\"227\" data-attachment-id=\"4398\" data-permalink=\"https:\/\/xelere.com\/2016\/10\/11\/claves-para-publicar-un-catalogo-de-servicios\/shoppingcart-03\/\" data-orig-file=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/shoppingcart-03.png?fit=230%2C227\" data-orig-size=\"230,227\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"shoppingcart-03\" data-image-description=\"\" data-medium-file=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/shoppingcart-03.png?fit=230%2C227\" data-large-file=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/shoppingcart-03.png?fit=230%2C227\" \/><\/a><\/p>\n<p><b>\u00bfCon qu\u00e9 frecuencia conviene actualizar el cat\u00e1logo de servicios?<\/b><\/p>\n<p>Con la misma frecuencia que se introducen nuevos servicios o se actualizan los existentes. Por eso es importante contar con un responsable dedicado que monitoree continuamente la oferta de servicios una vez al mes o m\u00e1s a menudo, si es necesario. O en otros casos, a medida que aparezca la necesidad de ofrecer nuevos servicios habr\u00e1 que actualizar la documentaci\u00f3n y los elementos incluidos en nuestro cat\u00e1logo para que no pase a ser obsoleto.<\/p>\n<p>`\u00a0<a href=\"https:\/\/i1.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/arrows-08.png\"><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-4402 aligncenter\" src=\"https:\/\/i1.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/arrows-08.png?zoom=2&amp;resize=230%2C227\" srcset=\"https:\/\/i1.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/arrows-08.png?zoom=2&amp;resize=230%2C227\" alt=\"arrows-08\" width=\"230\" height=\"227\" data-attachment-id=\"4402\" data-permalink=\"https:\/\/xelere.com\/2016\/10\/11\/claves-para-publicar-un-catalogo-de-servicios\/arrows-08\/\" data-orig-file=\"https:\/\/i1.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/arrows-08.png?fit=230%2C227\" data-orig-size=\"230,227\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"arrows-08\" data-image-description=\"\" data-medium-file=\"https:\/\/i1.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/arrows-08.png?fit=230%2C227\" data-large-file=\"https:\/\/i1.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/arrows-08.png?fit=230%2C227\" \/><\/a><\/p>\n<p><b>\u00bfC\u00f3mo ayuda el cat\u00e1logo de servicios al Service Desk?<\/b><\/p>\n<p>Un cat\u00e1logo de servicios de TI puede reducir las llamadas innecesarias al Service Desk, tal en el caso de llamadas de usuarios preguntando por sus pedidos, ya que los usuarios pueden seguir sus solicitudes electr\u00f3nicamente. Esto le permite a TI centrarse en tareas de mayor valor agregado. Al simplificarse el proceso de solicitud de servicios, al haber una \u00fanica manera de recibir una solicitud de servicio y al entender los costos involucrados, TI podr\u00e1 planificar mejor a futuro.<\/p>\n<p>Cada Cat\u00e1logo de Servicios es distinto, dependiendo de los servicios de negocio, aplicaciones y servicios t\u00e9cnicos que utilice cada organizaci\u00f3n. Asimismo los acuerdos de nivel de servicio que se establezcan depender\u00e1n de las necesidades del cliente y de las capacidades de TI (tanto internas como externas). Por ejemplo, si una organizaci\u00f3n cuenta con proveedores externos para proveer el servicio en una p\u00e1gina web orientada a clientes finales con cierto nivel de servicio, entonces en su Cat\u00e1logo deber\u00e1 describir este servicio considerando en el SLA (acuerdo de nivel de servicio) de manera realista las capacidades del tercero.<\/p>\n<p><a href=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/helpdesk-05.png\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4399 aligncenter\" src=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/helpdesk-05.png?resize=227%2C227\" sizes=\"(max-width: 227px) 100vw, 227px\" srcset=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/helpdesk-05.png?w=227 227w, https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/helpdesk-05.png?resize=150%2C150 150w\" alt=\"helpdesk-05\" width=\"227\" height=\"227\" data-attachment-id=\"4399\" data-permalink=\"https:\/\/xelere.com\/2016\/10\/11\/claves-para-publicar-un-catalogo-de-servicios\/helpdesk-05\/\" data-orig-file=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/helpdesk-05.png?fit=227%2C227\" data-orig-size=\"227,227\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"helpdesk-05\" data-image-description=\"\" data-medium-file=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/helpdesk-05.png?fit=227%2C227\" data-large-file=\"https:\/\/i0.wp.com\/xelere.com\/wp-content\/uploads\/2016\/10\/helpdesk-05.png?fit=227%2C227\" \/><\/a><\/p>\n<p>En<strong> Xelere<\/strong> hemos trabajado con diversas organizaciones para ayudarlos a definir su cat\u00e1logo de servicios de TI. No dude en comunicarse con nosotros para asesorarlo en la creaci\u00f3n de esta herramienta central para la evoluciones de la calidad de sus servicios.<\/p>","protected":false},"excerpt":{"rendered":"<p>Autor: Juan Cruz del Col, Consultor L\u00edder Comencemos con lo b\u00e1sico: \u00bfQu\u00e9 es el Cat\u00e1logo de Servicios de TI? El Cat\u00e1logo se utiliza para publicar informaci\u00f3n acerca de los servicios que el \u00e1rea de TI brinda a la organizaci\u00f3n. Este cat\u00e1logo puede ser consultado por los usuarios finales, quienes podr\u00e1n ver all\u00ed informaci\u00f3n b\u00e1sica sobre [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":5861,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[79,16],"tags":[],"class_list":["post-5860","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gestion-sevicios","category-novedades"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Claves para publicar un Cat\u00e1logo de Servicios - Xelere<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/xelere.com\/en\/claves-publicar-catalogo-servicios\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Claves para publicar un Cat\u00e1logo de Servicios - Xelere\" \/>\n<meta property=\"og:description\" content=\"Autor: Juan Cruz del Col, Consultor L\u00edder Comencemos con lo b\u00e1sico: \u00bfQu\u00e9 es el Cat\u00e1logo de Servicios de TI? 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