{"id":149555,"date":"2024-05-10T18:40:45","date_gmt":"2024-05-10T21:40:45","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/?p=149555"},"modified":"2025-12-19T14:00:17","modified_gmt":"2025-12-19T17:00:17","slug":"navegando-por-los-errores-conocidos-en-la-iso-20000","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/es\/navegando-por-los-errores-conocidos-en-la-iso-20000\/","title":{"rendered":"Navegando por los Errores Conocidos en la ISO 20000"},"content":{"rendered":"<p data-start=\"61\" data-end=\"336\">\u00a1Buenas, gente de TI! \u00bfAlguna vez te has topado con un problema de TI que parec\u00eda extra\u00f1amente familiar? Probablemente era un <strong data-start=\"187\" data-end=\"207\">\u201cerror conocido\u201d<\/strong> diciendo: <em data-start=\"218\" data-end=\"243\">\u201c\u00a1Eh, acu\u00e9rdate de m\u00ed!\u201d<\/em>. Pero no te preocupes: <strong data-start=\"267\" data-end=\"283\">la<a href=\"https:\/\/sandbox2.institutopmg.com\/es\/articulos\/iso-iec-20000-es\/aplicacion-y-etapas-de-la-gestion-de-la-continuidad-del-servicio-en-la-iso-20000\/\"> ISO 20000<\/a><\/strong> est\u00e1 aqu\u00ed para guiarnos por estas aguas turbulentas.<\/p>\n<hr data-start=\"338\" data-end=\"341\" \/>\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\/navegando-por-los-errores-conocidos-en-la-iso-20000\/#Errores_conocidos_%C2%BFcual_es_el_gran_asunto\" >Errores conocidos: \u00bfcu\u00e1l es el gran asunto?<\/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\/navegando-por-los-errores-conocidos-en-la-iso-20000\/#El_baile_de_la_Gestion_de_Incidentes\" >El baile de la Gesti\u00f3n de Incidentes<\/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\/navegando-por-los-errores-conocidos-en-la-iso-20000\/#Documentando_errores_conocidos_entrando_en_detalle\" >Documentando errores conocidos: entrando en detalle<\/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\/navegando-por-los-errores-conocidos-en-la-iso-20000\/#Conclusion\" >Conclusi\u00f3n<\/a><\/li><\/ul><\/nav><\/div>\n<h2 data-start=\"343\" data-end=\"393\"><span class=\"ez-toc-section\" id=\"Errores_conocidos_%C2%BFcual_es_el_gran_asunto\"><\/span><strong data-start=\"346\" data-end=\"393\">Errores conocidos: \u00bfcu\u00e1l es el gran asunto?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p data-start=\"395\" data-end=\"641\">Los errores conocidos son aquellos problemas de servicios de TI que ya han mostrado su cara molesta, pero cuya <strong data-start=\"506\" data-end=\"548\">causa ra\u00edz a\u00fan no ha sido identificada<\/strong>. Es como saber que tienes una rueda pinchada, pero no entender por qu\u00e9 sigue perdiendo aire.<\/p>\n<hr data-start=\"643\" data-end=\"646\" \/>\n<h2 data-start=\"648\" data-end=\"691\"><span class=\"ez-toc-section\" id=\"El_baile_de_la_Gestion_de_Incidentes\"><\/span><strong data-start=\"651\" data-end=\"691\">El baile de la Gesti\u00f3n de Incidentes<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p data-start=\"693\" data-end=\"981\">Cuando la causa ra\u00edz todav\u00eda no est\u00e1 clara, una <strong data-start=\"741\" data-end=\"778\">soluci\u00f3n alternativa (workaround)<\/strong> se convierte en nuestro mejor movimiento. Como parte del proceso de gesti\u00f3n de incidentes, es un paso r\u00e1pido para mantener los servicios funcionando mientras seguimos investigando el problema principal.<\/p>\n<hr data-start=\"983\" data-end=\"986\" \/>\n<h2 data-start=\"988\" data-end=\"1046\"><span class=\"ez-toc-section\" id=\"Documentando_errores_conocidos_entrando_en_detalle\"><\/span><strong data-start=\"991\" data-end=\"1046\">Documentando errores conocidos: entrando en detalle<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p data-start=\"1048\" data-end=\"1170\">Tanto si eres fan de las hojas de c\u00e1lculo como de herramientas avanzadas de documentaci\u00f3n, esto es lo que debes registrar:<\/p>\n<ul data-start=\"1172\" data-end=\"1837\">\n<li data-start=\"1172\" data-end=\"1229\">\n<p data-start=\"1174\" data-end=\"1229\"><strong data-start=\"1174\" data-end=\"1202\">Fecha de identificaci\u00f3n:<\/strong> \u00bfcu\u00e1ndo apareci\u00f3 el error?<\/p>\n<\/li>\n<li data-start=\"1230\" data-end=\"1285\">\n<p data-start=\"1232\" data-end=\"1285\"><strong data-start=\"1232\" data-end=\"1257\">N\u00famero de referencia:<\/strong> un ID para consulta r\u00e1pida.<\/p>\n<\/li>\n<li data-start=\"1286\" data-end=\"1351\">\n<p data-start=\"1288\" data-end=\"1351\"><strong data-start=\"1288\" data-end=\"1314\">Descripci\u00f3n del error:<\/strong> cu\u00e9ntalo todo, \u00bfcu\u00e1l es el problema?<\/p>\n<\/li>\n<li data-start=\"1352\" data-end=\"1413\">\n<p data-start=\"1354\" data-end=\"1413\"><strong data-start=\"1354\" data-end=\"1379\">\u00daltima actualizaci\u00f3n:<\/strong> \u00bfcu\u00e1ndo se revis\u00f3 por \u00faltima vez?<\/p>\n<\/li>\n<li data-start=\"1414\" data-end=\"1468\">\n<p data-start=\"1416\" data-end=\"1468\"><strong data-start=\"1416\" data-end=\"1442\">Propietario del error:<\/strong> \u00bfqui\u00e9n es el responsable?<\/p>\n<\/li>\n<li data-start=\"1469\" data-end=\"1536\">\n<p data-start=\"1471\" data-end=\"1536\"><strong data-start=\"1471\" data-end=\"1498\">Impacto en el servicio:<\/strong> \u00bfc\u00f3mo est\u00e1 afectando a los servicios?<\/p>\n<\/li>\n<li data-start=\"1537\" data-end=\"1645\">\n<p data-start=\"1539\" data-end=\"1645\"><strong data-start=\"1539\" data-end=\"1566\">Acciones de resoluci\u00f3n:<\/strong> \u00bfexiste una soluci\u00f3n alternativa? \u00bfhay avances para identificar la causa ra\u00edz?<\/p>\n<\/li>\n<li data-start=\"1646\" data-end=\"1734\">\n<p data-start=\"1648\" data-end=\"1734\"><strong data-start=\"1648\" data-end=\"1689\">Registros de incidentes relacionados:<\/strong> conecta este error con incidentes asociados.<\/p>\n<\/li>\n<li data-start=\"1735\" data-end=\"1789\">\n<p data-start=\"1737\" data-end=\"1789\"><strong data-start=\"1737\" data-end=\"1757\">Fecha de cierre:<\/strong> \u00bfcu\u00e1ndo se resolvi\u00f3 finalmente?<\/p>\n<\/li>\n<li data-start=\"1790\" data-end=\"1837\">\n<p data-start=\"1792\" data-end=\"1837\"><strong data-start=\"1792\" data-end=\"1803\">Estado:<\/strong> \u00bfsigue abierto o ya est\u00e1 cerrado?<\/p>\n<\/li>\n<\/ul>\n<hr data-start=\"1839\" data-end=\"1842\" \/>\n<h2 data-start=\"1844\" data-end=\"1861\"><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span><strong data-start=\"1847\" data-end=\"1861\">Conclusi\u00f3n<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p data-start=\"1863\" data-end=\"2175\" data-is-last-node=\"\" data-is-only-node=\"\">As\u00ed que, profesionales de TI, este ha sido nuestro recorrido por los <strong data-start=\"1932\" data-end=\"1953\">errores conocidos<\/strong> seg\u00fan la ISO 20000. Recuerda: aunque estos errores sean <em data-start=\"2010\" data-end=\"2021\">conocidos<\/em>, con el enfoque adecuado no tienen por qu\u00e9 ser <em data-start=\"2069\" data-end=\"2083\">persistentes<\/em>. \u00a1Sigue brillando en el mundo de TI y que tus servicios est\u00e9n siempre libres de errores!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00a1Buenas, gente de TI! \u00bfAlguna vez te has topado con un problema de TI que parec\u00eda extra\u00f1amente familiar? Probablemente era un \u201cerror conocido\u201d diciendo: \u201c\u00a1Eh, acu\u00e9rdate de m\u00ed!\u201d. Pero no te preocupes: la ISO 20000 est\u00e1 aqu\u00ed para guiarnos por estas aguas turbulentas. Errores conocidos: \u00bfcu\u00e1l es el gran asunto? Los errores conocidos son aquellos [&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":[9416],"tags":[],"class_list":["post-149555","post","type-post","status-publish","format-standard","hentry","category-iso-iec-20000-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>Navegando por los Errores Conocidos en la ISO 20000 - 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\/navegando-por-los-errores-conocidos-en-la-iso-20000\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Navegando por los Errores Conocidos en la ISO 20000\" \/>\n<meta property=\"og:description\" content=\"\u00a1Buenas, gente de TI! \u00bfAlguna vez te has topado con un problema de TI que parec\u00eda extra\u00f1amente familiar? 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