{"id":149201,"date":"2023-10-19T13:54:50","date_gmt":"2023-10-19T16:54:50","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/?p=149201"},"modified":"2025-12-10T16:12:48","modified_gmt":"2025-12-10T19:12:48","slug":"creacion-de-valor-con-servicios-de-ti-cumplir-superar-y-gestionar-las-expectativas-del-cliente","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/es\/creacion-de-valor-con-servicios-de-ti-cumplir-superar-y-gestionar-las-expectativas-del-cliente\/","title":{"rendered":"Creaci\u00f3n de Valor con Servicios de TI: Cumplir, Superar y Gestionar las Expectativas del Cliente"},"content":{"rendered":"<p data-start=\"2488\" data-end=\"2709\">En el din\u00e1mico mundo de las TI, crear valor no consiste \u00fanicamente en entregar un servicio: implica comprender realmente y satisfacer las expectativas del cliente. Pero \u00bfqu\u00e9 significa exactamente \u201cvalor\u201d en este contexto?<\/p>\n<hr data-start=\"2711\" data-end=\"2714\" \/>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Alternar tabla de contenidos\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/es\/creacion-de-valor-con-servicios-de-ti-cumplir-superar-y-gestionar-las-expectativas-del-cliente\/#Comprendiendo_el_Valor_del_Servicio\" >Comprendiendo el Valor del Servicio<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/es\/creacion-de-valor-con-servicios-de-ti-cumplir-superar-y-gestionar-las-expectativas-del-cliente\/#Creacion_de_Valor_a_traves_de_los_Servicios\" >Creaci\u00f3n de Valor a trav\u00e9s de los Servicios<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/es\/creacion-de-valor-con-servicios-de-ti-cumplir-superar-y-gestionar-las-expectativas-del-cliente\/#Conclusion\" >Conclusi\u00f3n<\/a><\/li><\/ul><\/nav><\/div>\n<h3 data-start=\"2716\" data-end=\"2759\"><span class=\"ez-toc-section\" id=\"Comprendiendo_el_Valor_del_Servicio\"><\/span><strong data-start=\"2720\" data-end=\"2759\">Comprendiendo el Valor del Servicio<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p data-start=\"2761\" data-end=\"2894\">El valor no lo determina el proveedor del servicio. En realidad, la esencia del valor puede observarse desde diferentes perspectivas:<\/p>\n<ul data-start=\"2896\" data-end=\"3282\">\n<li data-start=\"2896\" data-end=\"3026\">\n<p data-start=\"2898\" data-end=\"3026\"><strong data-start=\"2898\" data-end=\"2925\">Niveles de rendimiento:<\/strong> se refiere a c\u00f3mo el servicio cumple \u2014o supera\u2014 las expectativas del cliente en cuanto a resultados.<\/p>\n<\/li>\n<li data-start=\"3027\" data-end=\"3130\">\n<p data-start=\"3029\" data-end=\"3130\"><strong data-start=\"3029\" data-end=\"3057\">Consideraci\u00f3n econ\u00f3mica:<\/strong> lo que el cliente est\u00e1 dispuesto a pagar revela su percepci\u00f3n del valor.<\/p>\n<\/li>\n<li data-start=\"3131\" data-end=\"3282\">\n<p data-start=\"3133\" data-end=\"3282\"><strong data-start=\"3133\" data-end=\"3158\">Tolerancia al riesgo:<\/strong> no todo son beneficios; tambi\u00e9n se eval\u00faa cu\u00e1nto inconveniente, vulnerabilidad o riesgo est\u00e1 dispuesto a asumir el cliente.<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"3284\" data-end=\"3401\">En definitiva, el valor est\u00e1 determinado por los resultados del negocio, la percepci\u00f3n y las preferencias personales.<\/p>\n<hr data-start=\"3403\" data-end=\"3406\" \/>\n<h3 data-start=\"3408\" data-end=\"3459\"><span class=\"ez-toc-section\" id=\"Creacion_de_Valor_a_traves_de_los_Servicios\"><\/span><strong data-start=\"3412\" data-end=\"3459\">Creaci\u00f3n de Valor a trav\u00e9s de los Servicios<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p data-start=\"3461\" data-end=\"3723\">Alcanzar los resultados deseados no es una tarea sencilla. Requiere recursos, que inevitablemente conllevan costes y riesgos inherentes. Es una danza compleja, donde los efectos experimentados por el cliente pueden influir y ser influidos por m\u00faltiples factores.<\/p>\n<p data-start=\"3725\" data-end=\"3841\">La regla de oro:<br data-start=\"3741\" data-end=\"3744\" \/><strong data-start=\"3744\" data-end=\"3841\">Siempre esforzarse por entregar valor sin trasladar riesgos o costes innecesarios al cliente.<\/strong><\/p>\n<p data-start=\"3843\" data-end=\"3952\">Toda relaci\u00f3n de servicio debe buscar un equilibrio en el que los resultados positivos superen los negativos.<\/p>\n<p data-start=\"3954\" data-end=\"4012\">Al analizar la prestaci\u00f3n del servicio, es imprescindible:<\/p>\n<ul data-start=\"4014\" data-end=\"4195\">\n<li data-start=\"4014\" data-end=\"4097\">\n<p data-start=\"4016\" data-end=\"4097\">Evaluar los requisitos afectados, los costes introducidos y los riesgos a\u00f1adidos.<\/p>\n<\/li>\n<li data-start=\"4098\" data-end=\"4195\">\n<p data-start=\"4100\" data-end=\"4195\">Contrarrestarlos con los resultados habilitados, los costes eliminados y los riesgos mitigados.<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"4197\" data-end=\"4238\"><strong data-start=\"4200\" data-end=\"4238\">El objetivo final: \u00a1generar valor!<\/strong><\/p>\n<hr data-start=\"4240\" data-end=\"4243\" \/>\n<h3 data-start=\"4245\" data-end=\"4263\"><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span><strong data-start=\"4249\" data-end=\"4263\">Conclusi\u00f3n<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p data-start=\"4265\" data-end=\"4641\">En el complejo entramado de la prestaci\u00f3n de servicios de TI, las expectativas del cliente, la gesti\u00f3n de costes y la evaluaci\u00f3n de riesgos se combinan para definir el concepto de valor. Como proveedores, nuestra misi\u00f3n es encontrar el equilibrio perfecto, asegur\u00e1ndonos de que cada servicio no solo cumpla, sino que supere las m\u00e9tricas de valor establecidas por los clientes.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>En el din\u00e1mico mundo de las TI, crear valor no consiste \u00fanicamente en entregar un servicio: implica comprender realmente y satisfacer las expectativas del cliente. Pero \u00bfqu\u00e9 significa exactamente \u201cvalor\u201d en este contexto? Comprendiendo el Valor del Servicio El valor no lo determina el proveedor del servicio. En realidad, la esencia del valor puede observarse [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3074],"tags":[],"class_list":["post-149201","post","type-post","status-publish","format-standard","hentry","category-articulos"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Creaci\u00f3n de Valor con Servicios de TI: Cumplir, Superar y Gestionar las Expectativas del Cliente - PMG Academy<\/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:\/\/sandbox2.institutopmg.com\/es\/creacion-de-valor-con-servicios-de-ti-cumplir-superar-y-gestionar-las-expectativas-del-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Creaci\u00f3n de Valor con Servicios de TI: Cumplir, Superar y Gestionar las Expectativas del Cliente\" \/>\n<meta property=\"og:description\" content=\"En el din\u00e1mico mundo de las TI, crear valor no consiste \u00fanicamente en entregar un servicio: implica comprender realmente y satisfacer las expectativas del cliente. 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