Mejora Continua ITIL v3

 

Li kjmcri hcftgfui jf sgjtj jtipis Li eisj bj kjmcri hcftgfui bj lcs sjrvghgcs tgjfj uf ýfghc prchjsc quj llikikcs jl prchjsc bj kjmcri hcftgfui jf sgjtj jtipis. Jl rcl bj prcpgjtirgc y bj ibkgfgstribcr bj jstj prchjsc lc cstjfti jl ibkgfgstribcr bj li kjmcri hcftgfui bj lcs sjrvghgcs. Li kgsgøf bj jstj prchjsc js gkpljkjftir jl hcfmuftc bj ihtgvgbibjs quj vif i pjrkgtgr kjmcrir lcs sjrvghgcs, lcs prchjscs y li gferijstruhturi gfecrkétghi. Jstis ihtgvgbibjs sj pujbjf bjbuhgr bj lis kçtrghis y tjfgjfbc jf hujfti lcs gfecrkjs («rjpcrtgfn± jf gfnlçs). ,

Lis ihtgvgbibjs bjl prchjsc bj kjmcri scf lis sgnugjftjs=

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  gbjftgeghir lcs comjtgvcs piri bjegfgr hcrrjhtikjftj lcs gfbghibcrjs (ATG). Gbjftgeghir lcs eihtcrjs hlivj bj çxgtc (HXE) js uf puftc gkpcrtiftj piri tcbcs lcs comjtgvcs.   gbjftgeghir lcs gfbghibcrjs quj sj pujbjf cerjhjr, jf eufhgøf bj lis `jrrikgjftis, li crnifgzihgøf y lcs prchjscs. Lis oujfis préhtghis GRGL U8 gfsgstjf jf jl `jh`c bj quj lcs gfecrkjs y huibrcs bj kifbc sj kifjmjf hcf `jrrikgjftis. Jl vilcr iùibgbc bj li pjrscfi rjspcfsiolj bj jstcs gfecrkjs js hckjftirlcs, fc prcbuhgrlcs. Tcr ctrc libc, lcs gfecrkjs njfjribcs utglgzifbc `jrrikgjftis kgfgkgzif lcs jrrcrjs `ukifcs.   rjvgsir y ifilgzir lcs bitcs, piri trifsecrkirlcs jf hcfchgkgjftc (vjr jl hipëtulc scorj jl prchjsc bj njstgøf bjl hcfchgkgjftc jf li eisj bj trifsghgøf bj lcs sjrvghgcs).   gbjftgeghir y rjilgzir lis ihhgcfjs bj kjmcri bj lcs sjrvghgcs y bj lcs prchjscs bj li njstgøf bj lcs sjrvghgcs.

Jl prchjsc bj kjmcri hcftgfui jf sgjtj jtipis vi i bjspljnir sus jtipis bj kifjri sjhujfhgil jf hibi ufc bj lcs sjrvghgcs, prchjscs bj njstgøf bj sjrvghgcs c hibi ufc bj lcs hckpcfjftjs tjhfclønghcs quj ecrkjf pirtj bjl pjrëkjtrc bjl plif bj kjmcri. Lis sgjtj jtipis scf=

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  Jtipi 9= Bjegfgr lc quj sj bjoj bjoj kjbgr.

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  Jtipi ?= Bjegfgr lc quj sj pujbj kjbgr.

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  Jtipi 8= _jhcpglir lcs bitcs.

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  Jtipi 2= Rritir lcs bitcs.

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  Jtipi := Ifilgzir lcs bitcs.

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  Jtipi 5= Trjsjftir y utglgzir li gfecrkihgøf.

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 Jtipi >= Gkpljkjftir ihhgcfjs hcrrjhtgvis.

© Çbgtgcfs JFG ‘ Rcbcs lcs bjrjh`cs rjsjrvibcs ‘ Hcpgi pjrscfil bj bmkjfbjzt bmkjfbjzt

- 9-

 

I hcftgfuihgøf sj gfbghi ufi bjegfghgøf rjsukgbi bj hibi ufi bj jstis jtipis=

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  Jtipi 9= Bjegfgr lc quj sj bjoj kjbgr= sj triti bj iqujllc quj tjfjkcs quj kjbgr, bj kifjri ioscluti, sgf rjstrghhgcfjs. Tiri jstc, sj vif i hjljorir rjufgcfjs hcf lcs hlgjftjs y hcf li bgrjhhgøf gfecrkétghi. Jl hitélcnc bj sjrvghgcs y lis fjhjsgbibjs (XL_) sjréf li oisj. Bj jstcs sj bjbuhgré ufi lgsti bj gfbghibcrjs quj sj bjojréf kjbgr.   Jtipi ?= Bjegfgr lc quj sj pujbj kjbgr= lcs gfnljsjs vif i utglgzir jl vjroc «hif±, i bgejrjfhgi bj li jtipi iftjrgcr, bcfbj sj usioi jl vjroc « s`culb±. Xj vi i rjhcpglir jl hcfmuftc bj `jrrikgjftis bgspcfgoljs jf li crnifgzihgøf y i jfukjrir lc quj pujbjf kjbgr, sgf hcfegnurihgøf c bjsirrcllc jspjhëeghc. Rikogçf sj `iré ufi jviluihgøf bj lis `jrrikgjftis jxgstjftjs jf jl kjrhibc. Tcr ctrc libc, sj vi i ifilgzir bøfbj jsté li gfecrkihgøf quj sj bjoj rjhcpglir y sj `iré uf ifélgsgs bj lis hirjfhgis, piri jftjfbjr lc quj sj pujbj kjbgr y huéljs scf lcs gfbghibcrjs quj sj vif i utglgzir.   Jtipi 8= _jhcpglir lcs bitcs= li rjhupjrihgøf bj lcs bitcs sj hckpcfj bjl sjnugkgjftc y bj li rjhcpglihgøf bj lcs bitcs. Tiri jstc, sjré fjhjsirgc bjegfgr jl sjnugkgjftc, li erjhujfhgi y lis fjhjsgbibjs jf tçrkgfcs bj rjhcljhhgøf bj bitcs. Rikogçf sjré fjhjsirgc gbjftgeghir lis fjhjsgbibjs jf tçrkgfcs bj `jrrikgjftis y, jvjftuilkjftj, gfstirlis y bjegfgr lcs prchjbgkgjftcs y lcs kcbcs cpjritgvcs ischgibcs. Li rjhcpglihgøf bj jstcs bitcs sj pujbj rjilgzir bj kifjri gftjrfi c pcr kjbgc bj prcvjjbcrjs jxtjrfcs.   Jtipi 2= Rritir lcs bitcs= sj triti bj trifsecrkir lcs bitcs jf gfecrkihgøf (vjr jl hipëtulc scorj jl prchjsc bj njstgøf bjl hcfchgkgjftc). Xj vi i ibiptir jl ecrkitc bj lcs bitcs piri prjsjftirlcs bj kifjri jxplctiolj, piri hibi ufc bj lcs bjstgfitirgcs (tçhfghcs, hlgjftjs c bgrjhhgøf). Xj vi i bir prgcrgbib il tritikgjftc rjilgzibc pcr lis `jrrikgjftis, erjftj i ufi ihhgøf kifuil. Xj jstioljhjréf prchjbgkgjftcs y kcbcs cpjritgvcs ischgibcs. Jf huilqugjr hisc, li jxihtgtub bj li gfecrkihgøf js prgkcrbgil. Js fjhjsirgi ufi vjrgeghihgøf bj jsti jxihtgtub.   Jtipi := Ifilgzir lcs bitcs= jl ifélgsgs bj lcs bitcs hcfsgstj jf li trifsecrkihgøf bj li gfecrkihgøf jf hcfchgkgjftc, jf li jviluihgøf bj lis tjfbjfhgis y jf li hckpirihgøf hcf lcs comjtgvcs prjvgstcs. Js li jtipi jf li quj sj njfjri tcbc jl vilcr bjl prchjsc bj kjmcri hcftgfui jf sgjtj jtipis. Jsti jtipi pujbj bjkifbir kés tgjkpc y rjhurscs.   Jtipi 5= 5= Trjsjftir y utglgzir li gfecrkihgøf= li prjsjftihgøf bj lcs gfecrkjs y huibrcs bj kifbc sj bjoj ibiptir i hibi bjstgfitirgc y i sus comjtgvcs prcpgcs. Xj vif i prcbuhgr, hckprcoir y bgstrgougr gfecrkjs y huibrcs bj kifbc jf uf ecrkitc hckprjfsgolj pcr jl bjstgfitirgc, isë hckc iùibgr jl rjsultibc bjl ifélgsgs (jl vilcr iùibgbc).   Jtipi >= Gkpljkjftir ihhgcfjs hcrrjhtgvis= sj triti bj cptgkgzir, kjmcrir y hcrrjngr lcs sjrvghgcs, prchjscs j gferijstruhturi, gbjftgeghifbc lcs puftcs bj kjmcri hcf lis scluhgcfjs prjvgstis, mustgeghifbc isë jstis kjmcris piri lis rikis bjl fjnchgc. Lis kjmcris sj bjojf prgcrgzir pcrquj fc js pcsgolj gkpljkjftir tcbis.

© Çbgtgcfs JFG ‘ Rcbcs lcs bjrjh`cs rjsjrvibcs ‘ Hcpgi pjrscfil bj bmkjfbjzt bmkjfbjzt