{"id":149525,"date":"2024-05-24T17:46:49","date_gmt":"2024-05-24T20:46:49","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/?p=149525"},"modified":"2025-12-19T13:01:52","modified_gmt":"2025-12-19T16:01:52","slug":"la-evolucion-de-la-gestion-de-servicios-de-ti-navegando-las-olas-del-cambio","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/es\/la-evolucion-de-la-gestion-de-servicios-de-ti-navegando-las-olas-del-cambio\/","title":{"rendered":"La Evoluci\u00f3n de la Gesti\u00f3n de Servicios de TI: Navegando las Olas del Cambio"},"content":{"rendered":"<p data-start=\"86\" data-end=\"356\">\u00a1Hola, entusiastas de la tecnolog\u00eda! \u00bfAlguna vez os hab\u00e9is parado a pensar que, en cierto modo, todas las organizaciones son proveedoras de servicios, incluso cuando solo venden productos? Acompa\u00f1adnos en este recorrido por la evoluci\u00f3n de la gesti\u00f3n de servicios de TI.<\/p>\n<p data-start=\"358\" data-end=\"401\"><strong><em data-start=\"358\" data-end=\"401\">Lee tambi\u00e9n: <a href=\"https:\/\/sandbox2.institutopmg.com\/es\/articulos\/itil\/que-es-itil-4-guia-definitiva-de-itil-4\/\">La Gu\u00eda Definitiva de ITIL 4<\/a><\/em><\/strong><\/p>\n<hr data-start=\"403\" data-end=\"406\" \/>\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-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/es\/la-evolucion-de-la-gestion-de-servicios-de-ti-navegando-las-olas-del-cambio\/#%C2%A1El_servicio_esta_en_todas_partes\" >\u00a1El servicio est\u00e1 en todas partes!<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/es\/la-evolucion-de-la-gestion-de-servicios-de-ti-navegando-las-olas-del-cambio\/#La_saga_del_ITSM\" >La saga del ITSM<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/es\/la-evolucion-de-la-gestion-de-servicios-de-ti-navegando-las-olas-del-cambio\/#Los_campeones_modernos_del_ITSM\" >Los campeones modernos del ITSM<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/es\/la-evolucion-de-la-gestion-de-servicios-de-ti-navegando-las-olas-del-cambio\/#Expectativas_tecnologicas_en_la_era_moderna\" >Expectativas tecnol\u00f3gicas en la era moderna<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/es\/la-evolucion-de-la-gestion-de-servicios-de-ti-navegando-las-olas-del-cambio\/#Entonces_%C2%BFcual_es_el_veredicto_del_ITSM\" >Entonces, \u00bfcu\u00e1l es el veredicto del ITSM?<\/a><\/li><\/ul><\/nav><\/div>\n<h2 data-start=\"408\" data-end=\"449\"><span class=\"ez-toc-section\" id=\"%C2%A1El_servicio_esta_en_todas_partes\"><\/span><strong data-start=\"411\" data-end=\"449\">\u00a1El servicio est\u00e1 en todas partes!<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p data-start=\"451\" data-end=\"710\">\u00bfBancos? S\u00ed, es un servicio.<br data-start=\"479\" data-end=\"482\" \/>\u00bfCompa\u00f1\u00edas de seguros? Absolutamente.<br data-start=\"519\" data-end=\"522\" \/>Y ni empecemos a hablar de las innumerables tiendas online donde el producto f\u00edsico es solo una mercanc\u00eda, y el servicio es la verdadera estrella que diferencia a una organizaci\u00f3n de otra.<\/p>\n<p data-start=\"712\" data-end=\"900\">Si todas las organizaciones ofrecen alg\u00fan tipo de servicio, entonces la pregunta del mill\u00f3n es:<br data-start=\"807\" data-end=\"810\" \/>\u00bfc\u00f3mo mejoramos nuestro juego en servicios y mantenemos a nuestros consumidores sonriendo?<\/p>\n<hr data-start=\"902\" data-end=\"905\" \/>\n<h2 data-start=\"907\" data-end=\"930\"><span class=\"ez-toc-section\" id=\"La_saga_del_ITSM\"><\/span><strong data-start=\"910\" data-end=\"930\">La saga del ITSM<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p data-start=\"932\" data-end=\"1127\">En los \u00faltimos a\u00f1os, hemos sido testigos de una ola de m\u00faltiples pr\u00e1cticas de Gesti\u00f3n de Servicios de TI (ITSM), que en ocasiones ha dejado a las organizaciones rasc\u00e1ndose la cabeza, confundidas.<\/p>\n<p data-start=\"1129\" data-end=\"1319\">Aqu\u00ed entran en escena <strong data-start=\"1151\" data-end=\"1162\">VeriSM\u2122<\/strong> e <strong data-start=\"1165\" data-end=\"1174\">ITIL\u00ae<\/strong>, los nombres m\u00e1s recientes del panorama ITSM. Aunque lo de \u201cnuevo\u201d puede ser enga\u00f1oso, ya que el ITSM es un tema bien consolidado en el mercado.<\/p>\n<p data-start=\"1321\" data-end=\"1638\"><strong data-start=\"1321\" data-end=\"1336\">Curiosidad:<\/strong> VeriSM surgi\u00f3 antes que ITIL\u00ae, la reina de las mejores pr\u00e1cticas en gesti\u00f3n de servicios de TI. La biblioteca ITIL\u00ae ha sido un salvavidas para organizaciones de todo el mundo y, con el lanzamiento de <strong data-start=\"1537\" data-end=\"1566\">ITIL 4 por Axelos en 2018<\/strong>, tras una pausa de siete a\u00f1os, el panorama del ITSM volvi\u00f3 a renovarse.<\/p>\n<hr data-start=\"1640\" data-end=\"1643\" \/>\n<h2 data-start=\"1645\" data-end=\"1683\"><span class=\"ez-toc-section\" id=\"Los_campeones_modernos_del_ITSM\"><\/span><strong data-start=\"1648\" data-end=\"1683\">Los campeones modernos del ITSM<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul data-start=\"1685\" data-end=\"2114\">\n<li data-start=\"1685\" data-end=\"1765\">\n<p data-start=\"1687\" data-end=\"1765\"><strong data-start=\"1687\" data-end=\"1696\">COBIT<\/strong> \u2013 el framework de confianza para la gobernanza y la gesti\u00f3n de TI.<\/p>\n<\/li>\n<li data-start=\"1766\" data-end=\"1836\">\n<p data-start=\"1768\" data-end=\"1836\"><strong data-start=\"1768\" data-end=\"1785\">ISO\/IEC 20000<\/strong> \u2013 estableciendo el est\u00e1ndar global para el ITSM.<\/p>\n<\/li>\n<li data-start=\"1837\" data-end=\"1944\">\n<p data-start=\"1839\" data-end=\"1944\"><strong data-start=\"1839\" data-end=\"1879\">Microsoft Operations Framework (MOF)<\/strong> \u2013 el modelo elegido por Microsoft para operaciones impecables.<\/p>\n<\/li>\n<li data-start=\"1945\" data-end=\"2047\">\n<p data-start=\"1947\" data-end=\"2047\"><strong data-start=\"1947\" data-end=\"1956\">IT4IT<\/strong> \u2013 ofreciendo orientaci\u00f3n prescriptiva para dar forma a las capacidades de gesti\u00f3n de TI.<\/p>\n<\/li>\n<li data-start=\"2048\" data-end=\"2114\">\n<p data-start=\"2050\" data-end=\"2114\"><strong data-start=\"2050\" data-end=\"2058\">ITIL<\/strong> \u2013 mejores pr\u00e1cticas para la gesti\u00f3n de servicios de TI.<\/p>\n<\/li>\n<\/ul>\n<hr data-start=\"2116\" data-end=\"2119\" \/>\n<h2 data-start=\"2121\" data-end=\"2171\"><span class=\"ez-toc-section\" id=\"Expectativas_tecnologicas_en_la_era_moderna\"><\/span><strong data-start=\"2124\" data-end=\"2171\">Expectativas tecnol\u00f3gicas en la era moderna<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p data-start=\"2173\" data-end=\"2402\">Avancemos dos a\u00f1os y vemos c\u00f3mo el n\u00famero de dispositivos conectados a internet se ha triplicado. Desde el entretenimiento personal hasta funcionalidades cr\u00edticas para el negocio, todo est\u00e1 pasando por una transformaci\u00f3n digital.<\/p>\n<p data-start=\"2404\" data-end=\"2558\">Este auge de dispositivos va de la mano con una demanda creciente de servicios superiores: soluciones que ofrezcan asistencia, ayuda y soporte de calidad.<\/p>\n<hr data-start=\"2560\" data-end=\"2563\" \/>\n<h2 data-start=\"2565\" data-end=\"2613\"><span class=\"ez-toc-section\" id=\"Entonces_%C2%BFcual_es_el_veredicto_del_ITSM\"><\/span><strong data-start=\"2568\" data-end=\"2613\">Entonces, \u00bfcu\u00e1l es el veredicto del ITSM?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p data-start=\"2615\" data-end=\"2847\">El tsunami de dispositivos y las elevadas expectativas de servicio se traducen en una sola cosa para quienes trabajamos en Gesti\u00f3n de Servicios de TI:<br data-start=\"2765\" data-end=\"2768\" \/><strong data-start=\"2768\" data-end=\"2847\">prep\u00e1rate para una explosi\u00f3n exponencial en la demanda de los consumidores.<\/strong><\/p>\n<p data-start=\"2849\" data-end=\"3008\" data-is-last-node=\"\" data-is-only-node=\"\">Y recuerda: ya sea ofreciendo servicios bancarios o vendiendo zapatos online, el <strong data-start=\"2930\" data-end=\"2942\">SERVICIO<\/strong> es el verdadero MVP.<br data-start=\"2963\" data-end=\"2966\" \/>\u00a1Adapt\u00e9monos, evolucionemos y prosperemos!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00a1Hola, entusiastas de la tecnolog\u00eda! \u00bfAlguna vez os hab\u00e9is parado a pensar que, en cierto modo, todas las organizaciones son proveedoras de servicios, incluso cuando solo venden productos? Acompa\u00f1adnos en este recorrido por la evoluci\u00f3n de la gesti\u00f3n de servicios de TI. Lee tambi\u00e9n: La Gu\u00eda Definitiva de ITIL 4 \u00a1El servicio est\u00e1 en todas [&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":[9417],"tags":[],"class_list":["post-149525","post","type-post","status-publish","format-standard","hentry","category-itsm-es"],"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>La Evoluci\u00f3n de la Gesti\u00f3n de Servicios de TI: Navegando las Olas del Cambio - 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\/la-evolucion-de-la-gestion-de-servicios-de-ti-navegando-las-olas-del-cambio\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La Evoluci\u00f3n de la Gesti\u00f3n de Servicios de TI: Navegando las Olas del Cambio\" \/>\n<meta property=\"og:description\" content=\"\u00a1Hola, entusiastas de la tecnolog\u00eda! \u00bfAlguna vez os hab\u00e9is parado a pensar que, en cierto modo, todas las organizaciones son proveedoras de servicios, incluso cuando solo venden productos? 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