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¿Qué es la gestión de servicios de TI (ITSM)? Guía para la gestión de servicios de TI
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stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </button> <button class="mobile-nav-link nav-link-button" data-tabid="tab-7d0e41e0-832f-4327-9102-52887f676ce2" data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64"> Equipos de liderazgo <svg class="mobile" width="6" height="10" viewBox="0 0 6 10" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M1.36377 1L5.00013 5L1.36377 9" stroke="#101214" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </button> <div class="dropdown-content" id="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64"> <div class="dropdown-content-inner"> <div class="tab-buttons-area"> <button class="tab-button active" data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-d3062495-a1fa-455d-af4a-1deb514d7223" data-event="clicked" data-uuid="d3062495-a1-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Contenido destacado </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-e0500fdf-b128-45d6-93b4-b062a202b657" data-event="clicked" data-uuid="e0500fdf-b1-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Desarrolladores </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-c014fb24-377d-4a31-89c4-6071c19f8a95" data-event="clicked" data-uuid="c014fb24-37-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Gestores de productos </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-3d19a5a4-952c-4fb1-9f13-7892fa162cec" data-event="clicked" data-uuid="3d19a5a4-95-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Profesionales de TI </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-e3ef4fba-ad10-4f84-af12-2f6f6d1efd67" data-event="clicked" data-uuid="e3ef4fba-ad-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Equipos empresariales </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-7d0e41e0-832f-4327-9102-52887f676ce2" data-event="clicked" data-uuid="7d0e41e0-83-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Equipos de liderazgo </button> <div class="link-in-dropdown"> <a class="easy-link-arrow" href="/es/software" data-event="clicked" data-uuid="7d0e41e0-83" data-event-component="linkButton" data-event-container="globalNav-tab-link-in-dropdown" data-schema-version="1" > Ver todos los productos </a> </div> </div> <div class="tab-content-area globalNav cols-6"> <div id="tab-d3062495-a1fa-455d-af4a-1deb514d7223" class="singular-tab-content active"> <h5 class="mobile-title eyebrows"> Contenido destacado </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/jira" class="component--block__link" data-event="clicked" data-uuid="866c24d9-b0" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="a15115f1" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestión de proyectos flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/confluence" class="component--block__link" data-event="clicked" data-uuid="561b5cff-b0" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="c58719b2" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Los conocimientos, todos en un mismo sitio</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/jira/service-management" class="component--block__link" data-event="clicked" data-uuid="94838acb-4e" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="402ab225" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Service-Management.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Service Management </h3> <p>Prestación de servicios de alta velocidad</p> </div> </div> </a> </div> <div class="component s0 between hide-all component--block" style="margin:4px 0;padding:0;" > <a href="https://trello.com/home" class="component--block__link" data-event="clicked" data-uuid="1cf0174b-9a" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="6069d7e9" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Trello.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Trello </h3> <p>Trabajo visualizado y organizado</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/rovo" class="component--block__link" data-event="clicked" data-uuid="154e84e5-f5" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="1a28c744" alt="Icono de Rovo" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn-bfldr.atlassian.com/K3MHR9G8/at/k5xhw8hpqxghzb55nfktt4/logo-light_Rovo_mark_brand_RGB.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Rovo <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Desata el conocimiento empresarial</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/jira/product-discovery" class="component--block__link" data-event="clicked" data-uuid="44176d6a-9a" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="61053761" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Product-Discovery.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Product Discovery <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Registra y da prioridad a las ideas</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/compass" class="component--block__link" data-event="clicked" data-uuid="a182ac56-4e" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="659f8f31" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Compass.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Compass <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Optimiza el estado del software</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/guard" class="component--block__link" data-event="clicked" data-uuid="50063449-6b" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="58aaa51d" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Guard.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Guard <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Seguridad en la nube mejorada</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/loom" class="component--block__link" data-event="clicked" data-uuid="6ee54a1e-1e" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="e12ac81c" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Loom.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Loom <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Actualizaciones de vídeo rápidas y asíncronas</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-e0500fdf-b128-45d6-93b4-b062a202b657" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Desarrolladores </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/jira" class="component--block__link" data-event="clicked" data-uuid="676acbb3-62" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="29306f11" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestión de proyectos flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/bitbucket" class="component--block__link" data-event="clicked" data-uuid="c33432cf-d2" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="04091352" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Bitbucket.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Bitbucket </h3> <p>Repositorios de código colaborativos</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/compass" class="component--block__link" data-event="clicked" data-uuid="b189cc6c-90" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="461b52ba" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Compass.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Compass <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Optimiza el estado del software</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-c014fb24-377d-4a31-89c4-6071c19f8a95" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Gestores de productos </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/jira" class="component--block__link" data-event="clicked" data-uuid="290c4dc3-76" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="a76bb88f" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestión de proyectos flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/confluence" class="component--block__link" data-event="clicked" data-uuid="6ce391a6-10" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="50f44221" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Los conocimientos, todos en un mismo sitio</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/es/software/jira/product-discovery" class="component--block__link" data-event="clicked" data-uuid="b6e816c2-90" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="38733354" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Product-Discovery.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Product Discovery <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Registra y da prioridad a las ideas</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-3d19a5a4-952c-4fb1-9f13-7892fa162cec" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Profesionales de TI </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/jira/service-management" class="component--block__link" data-event="clicked" data-uuid="1c45f049-49" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="74cb2c5b" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Service-Management.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Service Management </h3> <p>Prestación de servicios de alta velocidad</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/guard" class="component--block__link" data-event="clicked" data-uuid="923a9b01-40" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="cd74c518" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Guard.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Guard <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Seguridad en la nube mejorada</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-e3ef4fba-ad10-4f84-af12-2f6f6d1efd67" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Equipos empresariales </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/jira" class="component--block__link" data-event="clicked" data-uuid="13474f83-26" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="1ef222e7" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestión de proyectos flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/confluence" class="component--block__link" data-event="clicked" data-uuid="4b6d0074-94" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="5dc02e14" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Los conocimientos, todos en un mismo sitio</p> </div> </div> </a> </div> <div class="component alignContentStretch alignItemsStretch justifyStart noWrap no s0 between component--block" style="margin:4px 0;padding:0;:;" > <a href="https://trello.com/home" class="component--block__link" data-event="clicked" data-uuid="05036e06-dd" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="f5faeacd" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Trello.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Trello </h3> <p>Trabajo visualizado y organizado</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/es/software/loom" class="component--block__link" data-event="clicked" data-uuid="c3dcae40-95" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="4d83dea7" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Loom.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Loom <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Actualizaciones de vídeo rápidas y asíncronas</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-7d0e41e0-832f-4327-9102-52887f676ce2" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Equipos de liderazgo </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/es/software/jira" class="component--block__link" data-event="clicked" data-uuid="3c258fc0-fc" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="a891fdc9" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestión de proyectos flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="https://loom.com" class="component--block__link" data-event="clicked" data-uuid="21331073-0f" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="3bbb9fed" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Los conocimientos, todos en un mismo sitio</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/es/software/loom" class="component--block__link" data-event="clicked" data-uuid="b30cd095-78" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="c3942edb" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Loom.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Loom <span class="lozenge blue200 text-adg4secondarynavy">NUEVO</span> </h3> <p>Actualizaciones de vídeo rápidas y asíncronas</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/es/software/jira/align" class="component--block__link" data-event="clicked" data-uuid="e177e36d-f2" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="c3d49c45" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Align.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Align </h3> <p>Valor y planificación del trabajo en toda la empresa</p> </div> </div> </a> </div> </div> </div> </div> </div></div> <button class="mobile-back-button"> <svg width="16" height="15" viewBox="0 0 16 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M7.77087 14.5334C7.87109 14.4335 7.9506 14.3148 8.00485 14.1841C8.0591 14.0535 8.08702 13.9134 8.08702 13.772C8.08702 13.6306 8.0591 13.4905 8.00485 13.3599C7.9506 13.2292 7.87109 13.1105 7.77087 13.0106L3.68091 8.92576L14.0174 8.92576C14.3034 8.92576 14.5777 8.8123 14.7799 8.61033C14.9821 8.40837 15.0957 8.13444 15.0957 7.84882C15.0957 7.5632 14.9821 7.28927 14.7799 7.08731C14.5777 6.88534 14.3034 6.77188 14.0174 6.77188L3.68091 6.77188L7.77087 2.68705C7.87109 2.58712 7.9506 2.46843 8.00485 2.33778C8.0591 2.20714 8.08702 2.06709 8.08702 1.92565C8.08702 1.78421 8.0591 1.64416 8.00485 1.51351C7.9506 1.38286 7.87109 1.26418 7.77087 1.16425C7.35033 0.744243 6.6667 0.744243 6.24508 1.16425L0.315557 7.08742C0.120278 7.28171 0.00717735 7.54348 -0.00038147 7.81867V7.88005C0.00734234 8.15489 0.120439 8.41626 0.315557 8.61022L6.24508 14.5334C6.34523 14.6335 6.46415 14.713 6.59505 14.7672C6.72596 14.8213 6.86627 14.8492 7.00798 14.8492C7.14968 14.8492 7.28999 14.8213 7.4209 14.7672C7.5518 14.713 7.67072 14.6335 7.77087 14.5334Z" fill="#1868DB"/> </svg> Back </button> </div> </li> <li id="adg4-nav-link-teams" class="nav-link globalNav has-dropdown single adg4-nav-link-teams"> <button class="nav-link-button main current-page-false" data-navlinkid="nav-link-c7337bad-f071-4c96-b5a3-99d33e6c73bd" data-event="clicked" data-uuid="c7337bad-f0-link" data-event-component="linkButton" data-event-container="globalNav-navigation-link" data-schema-version="1" > Equipos <svg class="desktop" width="11" height="6" viewBox="0 0 11 6" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M9.19995 1.18182L5.19995 4.81818L1.19995 1.18182" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"></path></svg> </button> <div class="dropdown-content" id="nav-link-c7337bad-f071-4c96-b5a3-99d33e6c73bd"> <div class="dropdown-content-inner"> <div class="tab-buttons-area"> </div> <div class="tab-content-area globalNav cols-1"> <div id="tab-8212b0b7-5103-48a7-8a92-ac9fbd91d1b4" class="singular-tab-content active"> <h5 class="mobile-title eyebrows"> Equipos </h5> <div class="component component--block nav-three-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStretch justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block team-card" style="margin:0;" > <a href="/es/teams/software-development" class="component--block__link" data-event="clicked" data-uuid="f708e77a-a5" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock"> <div class="component__image"> <img id="90d05cb9" alt="" class="component__image xs-compact-bottom xs-none-top" style="width:28px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-software.svg" loading="lazy" /> </div> <div class="component__heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > software </h3> <p>Envía software innovador y de alta calidad más rápido</p> </div> </div> <div class="component component--image hoverable"> <img id="38496121" alt="" class="component__image" style="width:28px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-software-hover.svg" loading="lazy" /> </div> </a> </div> <div class="component s0 between component--block team-card" style="margin:0;" > <a href="/es/teams/marketing" class="component--block__link" data-event="clicked" data-uuid="6fe6061e-15" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock"> <div class="component__image"> <img id="1126eb5b" alt="" class="component__image xs-none-top xs-compact-bottom" style="width:44px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-marketing.svg" loading="lazy" /> </div> <div class="component__heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Marketing </h3> <p>Estrategias colaborativas para que el marketing tenga éxito</p> </div> </div> <div class="component component--image hoverable"> <img id="663b0d9c" alt="" class="component__image" style="width:44px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-marketing-hover.svg" loading="lazy" /> </div> </a> </div> <div class="component s0 between component--block team-card" style="margin:0;" > <a href="/es/teams/it" class="component--block__link" data-event="clicked" data-uuid="bd6097b7-ae" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock"> <div class="component__image"> <img id="c99a84f3" alt="" class="component__image xs-none-top xs-compact-bottom" style="width:32px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-it.svg" loading="lazy" /> </div> <div class="component__heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > TI </h3> <p>Ofrece operaciones y servicios de asistencia excepcionales.</p> </div> </div> <div class="component component--image hoverable"> <img id="b459ac25" alt="" class="component__image" style="width:32px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-it-hover.svg" loading="lazy" /> </div> </a> </div> </div> </div> <div class="component component--block bottom-three-col" style="margin-top:0;" > <div class="intra-div flexRow alignContentStart alignItemsStretch justifyStart wrap no s0 between flexColSm component--block__background neutral100 has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block col-1" style="margin:0;" > <div class="component component--heading"> <h5 class="fnt-wt font-wt-600 fnt-mg font-mgn-16 fnt-ln font-lnh- heading" > Solución </h5> </div> <div class="component component--link-button "> <a href="/es/solutions/work-management" data-event="clicked" data-uuid="b179f79d-e5" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Gestión del trabajo" data-label-english="Work Management" class="component__link default " > Gestión del trabajo </a> </div> <div class="component component--link-button "> <a href="/es/solutions/itsm" data-event="clicked" data-uuid="5ad93cb6-9a" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Gestión de servicios de TI" data-label-english="IT Service Management" class="component__link default " > Gestión de servicios de TI </a> </div> <div class="component component--link-button "> <a href="/es/solutions/devops" data-event="clicked" data-uuid="d013113f-55" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Metodología ágil y DevOps" data-label-english="Agile & DevOps" class="component__link default " > Metodología ágil y DevOps </a> </div> </div> <div class="component s0 between component--block col-1" > <div class="component component--heading"> <h5 class="fnt-wt font-wt-600 fnt-mg font-mgn-16 fnt-ln font-lnh- heading" > Por tamaño del equipo </h5> </div> <div class="component component--link-button "> <a href="/es/enterprise" data-event="clicked" data-uuid="f56440e6-51" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Enterprise" data-label-english="Enterprise" class="component__link default " > Enterprise </a> </div> <div class="component component--link-button "> <a href="/es/software/small-business" data-event="clicked" data-uuid="7515a7d2-b8" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Negocios pequeños" data-label-english="Small business" class="component__link default " > Negocios pequeños </a> </div> <div class="component component--link-button "> <a href="/es/software/startups" data-event="clicked" data-uuid="7dd4032c-05" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Startup" data-label-english="Startup" class="component__link default " > Startup </a> </div> <div class="component component--link-button "> <a href="/es/teams/nonprofits" data-event="clicked" data-uuid="ecd56900-50" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Organizaciones sin fines de lucro" data-label-english="Non-profit" class="component__link default " > Organizaciones sin fines de lucro </a> </div> </div> <div class="component s0 between component--block col-1" > <div class="component component--heading"> <h5 class="fnt-wt font-wt-600 fnt-mg font-mgn-16 fnt-ln font-lnh- heading" > Por sector </h5> </div> <div class="component component--link-button "> <a href="/es/industries/retail" data-event="clicked" data-uuid="d1ccbcfe-58" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Comercio minorista" data-label-english="Retail" class="component__link default " > Comercio minorista </a> </div> <div class="component component--link-button "> <a href="/es/industries/telecom" data-event="clicked" data-uuid="3c615ef5-97" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Telecomunicaciones" data-label-english="Telecommunications" class="component__link default " > Telecomunicaciones </a> </div> <div class="component component--link-button "> <a href="/es/industries/professional-services" data-event="clicked" data-uuid="4926e993-46" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Servicios profesionales" data-label-english="Professional services" class="component__link default " > Servicios profesionales </a> </div> <div class="component component--link-button "> <a href="/es/government" data-event="clicked" data-uuid="89d1956c-e2" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Gobierno" data-label-english="Government" class="component__link default " > Gobierno </a> </div> </div> </div> </div> </div> </div></div> <button class="mobile-back-button"> <svg width="16" height="15" viewBox="0 0 16 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M7.77087 14.5334C7.87109 14.4335 7.9506 14.3148 8.00485 14.1841C8.0591 14.0535 8.08702 13.9134 8.08702 13.772C8.08702 13.6306 8.0591 13.4905 8.00485 13.3599C7.9506 13.2292 7.87109 13.1105 7.77087 13.0106L3.68091 8.92576L14.0174 8.92576C14.3034 8.92576 14.5777 8.8123 14.7799 8.61033C14.9821 8.40837 15.0957 8.13444 15.0957 7.84882C15.0957 7.5632 14.9821 7.28927 14.7799 7.08731C14.5777 6.88534 14.3034 6.77188 14.0174 6.77188L3.68091 6.77188L7.77087 2.68705C7.87109 2.58712 7.9506 2.46843 8.00485 2.33778C8.0591 2.20714 8.08702 2.06709 8.08702 1.92565C8.08702 1.78421 8.0591 1.64416 8.00485 1.51351C7.9506 1.38286 7.87109 1.26418 7.77087 1.16425C7.35033 0.744243 6.6667 0.744243 6.24508 1.16425L0.315557 7.08742C0.120278 7.28171 0.00717735 7.54348 -0.00038147 7.81867V7.88005C0.00734234 8.15489 0.120439 8.41626 0.315557 8.61022L6.24508 14.5334C6.34523 14.6335 6.46415 14.713 6.59505 14.7672C6.72596 14.8213 6.86627 14.8492 7.00798 14.8492C7.14968 14.8492 7.28999 14.8213 7.4209 14.7672C7.5518 14.713 7.67072 14.6335 7.77087 14.5334Z" fill="#1868DB"/> </svg> Back </button> </div> </li> <li id="adg4-nav-link-why-atlassian" class="nav-link globalNav has-dropdown single adg4-nav-link-why-atlassian"> <button class="nav-link-button main current-page-false" data-navlinkid="nav-link-fa47bfda-a17c-48bb-b238-3fb7545b1e42" data-event="clicked" data-uuid="fa47bfda-a1-link" data-event-component="linkButton" data-event-container="globalNav-navigation-link" data-schema-version="1" > ¿Por qué Atlassian? <svg class="desktop" width="11" height="6" viewBox="0 0 11 6" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M9.19995 1.18182L5.19995 4.81818L1.19995 1.18182" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"></path></svg> </button> <div class="dropdown-content" id="nav-link-fa47bfda-a17c-48bb-b238-3fb7545b1e42"> <div class="dropdown-content-inner"> <div class="tab-buttons-area"> </div> <div class="tab-content-area globalNav cols-1"> <div id="tab-94bac309-9300-4042-bafe-297e6188d84f" class="singular-tab-content active"> <h5 class="mobile-title eyebrows"> ¿Por qué Atlassian? </h5> <div class="component component--block nav-three-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStretch justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:0;" > <a href="https://marketplace.atlassian.com/" class="component--block__link" data-event="clicked" data-uuid="c9dc5872-ad" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Integraciones </h3> <p>Conecta miles de aplicaciones con tus productos de Atlassian</p> </div> </a> </div> <div class="component s0 between component--block" style="margin:0;" > <a href="/es/customers" class="component--block__link" data-event="clicked" data-uuid="d7af88e4-e4" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Clientes </h3> <p>Casos prácticos e historias impulsadas por el trabajo en equipo</p> </div> </a> </div> <div class="component s0 between component--block" style="margin:0;" > <a href="/es/trust/compliance/resources/fedramp" class="component--block__link" data-event="clicked" data-uuid="214ef2f0-e9" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > FedRAMP </h3> <p>Soluciones compatibles con el sector público</p> </div> </a> </div> <div class="component s0 between component--block" style="margin:0;" > <a href="/es/trust/resilience" class="component--block__link" data-event="clicked" data-uuid="12386179-63" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Resistencia </h3> <p>Infraestructura de alto rendimiento y nivel empresarial</p> </div> </a> </div> <div class="component s0 between component--block" style="margin:0;" > <a href="/es/platform" class="component--block__link" data-event="clicked" data-uuid="b6627015-48" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Plataforma </h3> <p>Nuestra plataforma profundamente integrada, segura y fiable</p> </div> </a> </div> <div class="component s0 between component--block" style="margin:0;" > <a href="/es/trust" class="component--block__link" data-event="clicked" data-uuid="7a444656-29" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Trust Center </h3> <p>Garantiza la seguridad, el cumplimiento y disponibilidad de tus datos</p> </div> </a> </div> </div> </div> </div> </div></div> <button class="mobile-back-button"> <svg width="16" height="15" viewBox="0 0 16 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" 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data-label="Gestión de incidentes" data-label-english="Incident management" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Gestión de incidentes</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="desktop-Guía-del-producto"> <a href="/es/software/jira/service-management/product-guide" tabindex="0" data-event="clicked" data-uuid="3e94a1c8-6c" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Guía del producto" data-label-english="Product guide" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Guía del producto</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="desktop-Biblioteca-de-recursos"> <a href="/es/software/jira/service-management/resources" tabindex="0" data-event="clicked" data-uuid="a9098f28-8f" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Biblioteca de recursos" data-label-english="Resource library" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Biblioteca de recursos</h3> </div> </div> </a> </li> </ul> </div> <div class="column nav-hover-details"> <div class="navbar-hover-content" id="desktop-Jira-Service-Management"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestión de servicios para equipos de operaciones de TI, desarrollo y empresariales </h3> <p>Ofrece una gestión de servicios de alta velocidad y a gran escala.</p> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > <div class="component component--link-button "> <a href="/es/software/jira/service-management/free" data-event="clicked" data-uuid="94bdb51a-33" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Conseguirlo gratis" data-label-english="Get it free" class="component__link button button--one button--regular button--primary " > Conseguirlo gratis </a> </div> <div class="component component--link-button "> <a href="/es/software/jira/service-management" data-event="clicked" data-uuid="3ade5024-4e" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Más información" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > Más información </a> </div> 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component--block display-none" > </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="desktop-Guía-del-producto"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Todo lo que necesitas saber para empezar a usar JSM </h3> <p>Estas guías lo cubren todo, desde lo básico hasta prácticas recomendadas avanzadas.</p> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > <div class="component component--link-button "> <a href="/es/software/jira/service-management/product-guide?bundle=compass" data-event="clicked" data-uuid="70e11420-82" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Ver la guía" data-label-english="View guide" class="component__link button button--one 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data-event-container="navbarDropdown" data-schema-version="1" data-label="Recursos" data-label-english="Resources" >Recursos</a> <div class="imkt-navbar__collapsed-dropdown-links dropdown-container show-nav-hover-detail" > <div class="column"> <ul> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="mobile-Jira-Service-Management"> <a href="/es/software/jira/service-management" tabindex="0" data-event="clicked" data-uuid="548cc201-b7" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Jira Service Management" data-label-english="Jira Service Management" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Jira Service Management</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link" data-hover-content-id="mobile-Gestión-de-incidentes"> <a href="/es/incident-management" tabindex="0" data-event="clicked" data-uuid="4dcd6b31-7a" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Gestión de incidentes" data-label-english="Incident management" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Gestión de incidentes</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="mobile-Guía-del-producto"> <a href="/es/software/jira/service-management/product-guide" tabindex="0" data-event="clicked" data-uuid="3e94a1c8-6c" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Guía del producto" data-label-english="Product guide" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Guía del producto</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="mobile-Biblioteca-de-recursos"> <a href="/es/software/jira/service-management/resources" tabindex="0" data-event="clicked" data-uuid="a9098f28-8f" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Biblioteca de recursos" data-label-english="Resource library" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Biblioteca de recursos</h3> </div> </div> </a> </li> </ul> </div> <div class="column nav-hover-details"> <div class="navbar-hover-content" id="mobile-Jira-Service-Management"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component 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data-event-container="linkButton" data-schema-version="1" data-label="Más información" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > Más información </a> </div> </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="mobile-Gestión-de-incidentes"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Cómo responder a las incidentes, resolverlos y aprender de ellos </h3> <p>Consulta los consejos de Atlassian para devolver los servicios a su estado operativo.</p> </div> <div class="component component--link-button "> <a href="/es/incident-management" data-event="clicked" data-uuid="e0a848b0-f8" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Más información" 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class="guide-sidebar-child-link level2 "> Personalizar Jira Service Management </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/service-request-management/transitioning-from-email-support" data-event="clicked" data-uuid="3f2221f8-80" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Transición del soporte por correo electrónico a centros de asistencia </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/service-request-management/service-catalog" data-event="clicked" data-uuid="02ae1fd0-14" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Catálogo de servicios </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/service-request-management/virtual-agent" 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href="/es/itsm/service-request-management/it-ticketing-system" data-event="clicked" data-uuid="03141fad-91" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> IT ticketing system </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/itsm/it-asset-management" data-event="clicked" data-uuid="71b2e9ef-6c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestión de activos de TI </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/it-asset-management" data-event="clicked" data-uuid="2ba5bae0-37" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> <div 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data-uuid="3fb9a620-fc" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Ciclo de vida de la gestión de activos </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management" data-event="clicked" data-uuid="7b1ed876-3e" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestión de incidentes </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/incident-management" data-event="clicked" data-uuid="5282f9a8-c7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/incident-management/itscm" data-event="clicked" data-uuid="c6a86907-5f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Gestión de la continuidad del servicio de TI </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/incident-communication" data-event="clicked" data-uuid="3b02d8ec-c9" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Comunicación de incidencias </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/incident-communication/templates" data-event="clicked" data-uuid="46f749aa-74" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Plantillas </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/incident-communication/workshop" data-event="clicked" data-uuid="6cc74278-e7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Seminario </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/incident-response" data-event="clicked" data-uuid="fd9ecf06-8a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Respuesta ante incidencias </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/incident-response/best-practices" data-event="clicked" data-uuid="f4b489bf-ef" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Prácticas recomendadas </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/incident-response/incident-commander" data-event="clicked" data-uuid="af4a9614-5c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Responsable de la gestión de incidentes </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/incident-response/aviation" data-event="clicked" data-uuid="56d1086a-81" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Aviación </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/incident-response/roles-responsibilities" 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guide-sidebar-link foldup" > <a href="/es/incident-management/incident-response/support-levels" data-event="clicked" data-uuid="33b60e19-9a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Niveles de soporte de TI </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/on-call" data-event="clicked" data-uuid="a22c635d-2d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Guardias </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/on-call/on-call-schedules" data-event="clicked" data-uuid="0d8bd29f-f4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Planificaciones de guardias </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/on-call/on-call-pay" data-event="clicked" data-uuid="c7666a80-a3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Suplemento por guardias </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/on-call/alert-fatigue" data-event="clicked" data-uuid="8c3e14e9-12" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Agotamiento por exceso de alertas </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/on-call/improving-on-call" data-event="clicked" data-uuid="b6f45e62-72" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Mejora de las guardias </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/on-call/it-alerting" data-event="clicked" data-uuid="7f5a2073-f4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Alertas de TI </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/on-call/escalation-policies" data-event="clicked" data-uuid="05612363-f7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Políticas de derivación </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/incident-management/tools" data-event="clicked" data-uuid="89347a3d-36" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Herramientas </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/template" data-event="clicked" data-uuid="b21045b2-11" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Plantilla </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/on-call/escalation-path-template" data-event="clicked" data-uuid="0cc2892d-35" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Plantilla de ruta de escalación </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/kpis" data-event="clicked" data-uuid="00f2f82c-ae" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> KPI </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/kpis/common-metrics" data-event="clicked" data-uuid="0a0bc9ed-84" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Métricas habituales </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/kpis/severity-levels" data-event="clicked" data-uuid="735d8f73-10" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Niveles de gravedad </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/kpis/cost-of-downtime" data-event="clicked" data-uuid="8081fff3-39" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Coste del tiempo de inactividad </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/kpis/sla-vs-slo-vs-sli" data-event="clicked" data-uuid="3274f87e-41" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> SLA, SLO y SLI </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/kpis/error-budget" data-event="clicked" data-uuid="694db808-03" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Presupuesto de errores </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/kpis/reliability-vs-availability" data-event="clicked" data-uuid="8c2378f3-ee" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Diferencias entre fiabilidad y disponibilidad </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/kpis/mttf" data-event="clicked" data-uuid="f0f0635c-17" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> MTTF (tiempo medio sin averías) </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/devops" data-event="clicked" data-uuid="e33eac1d-09" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> DevOps </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/devops/sre" data-event="clicked" data-uuid="b26f844e-88" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> SRE </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/devops/you-built-it-you-run-it" data-event="clicked" data-uuid="f90fae53-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> You built it, you run it </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/devops/incident-vs-problem-management" data-event="clicked" data-uuid="fa49b580-b5" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> ¿Gestión de problemas o gestión de incidentes? </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/devops/chatops" data-event="clicked" data-uuid="5c3acf71-be" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> ChatOps </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/itsm" data-event="clicked" data-uuid="010866b8-f9" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Gestión de servicios de TI (ITSM) </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/itsm/major-incident-management" data-event="clicked" data-uuid="5a89a565-66" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Gestión de incidentes graves </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/itsm/it-incident-management" data-event="clicked" data-uuid="28764642-84" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Gestión de incidentes de TI </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/itsm/modern-incident-management-for-it-ops" data-event="clicked" data-uuid="5f0e5f08-2b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Gestión moderna de incidentes para operaciones de TI </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/itsm/disaster-recovery" data-event="clicked" data-uuid="145da528-77" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Cómo desarrollar un plan de recuperación ante desastres de TI </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/itsm/disaster-recovery-plan-examples" data-event="clicked" data-uuid="9dec9b4b-9d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Ejemplos de planes de recuperación ante desastres </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/itsm/bug-tracking-best-practices" data-event="clicked" data-uuid="b7a33993-99" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Prácticas recomendadas para el seguimiento de errores </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/postmortem" data-event="clicked" data-uuid="b8818958-4f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Análisis retrospectivos </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/postmortem/templates" data-event="clicked" data-uuid="4936a77a-4b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Plantilla </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/postmortem/blameless" data-event="clicked" data-uuid="6810fc46-35" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Sin reproches </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/postmortem/reports" data-event="clicked" data-uuid="81378d2d-c3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Informes </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/postmortem/meeting" data-event="clicked" data-uuid="24e117ff-d6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Reunión </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/postmortem/timelines" data-event="clicked" data-uuid="650ee13c-c1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Cronogramas </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/postmortem/5-whys" data-event="clicked" data-uuid="a1c2a0ea-a4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Los 5 porqués </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/postmortem/public-vs-private" data-event="clicked" data-uuid="7754747c-a2" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> ¿Público o privado? </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/tutorials" data-event="clicked" data-uuid="d318c8f1-a5" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Tutoriales </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/tutorials/incident-communication" data-event="clicked" data-uuid="a0185940-d6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Comunicación de incidentes </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/tutorials/on-call-schedule" data-event="clicked" data-uuid="9b7c223c-32" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Planificación de la guardia </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/tutorials/automate-customer-notifications" data-event="clicked" data-uuid="7e4ab095-57" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Automatizar notificaciones a clientes </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/es/incident-management/handbook" data-event="clicked" data-uuid="98b5d842-8b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Manual </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/handbook/incident-response" data-event="clicked" data-uuid="83f38ac2-fa" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Respuesta ante incidentes </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/es/incident-management/handbook/postmortems" data-event="clicked" data-uuid="dd23786c-f8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Análisis retrospectivos </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/incident-management/template-generator" data-event="clicked" data-uuid="f54ec1f8-3b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Generador de plantillas </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/incident-management/glossary" data-event="clicked" data-uuid="5261ce7a-0c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Glosario </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/incident-management/get-the-handbook" data-event="clicked" data-uuid="4b495066-77" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Obtén el manual </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/incident-management/2020-state-of-incident-management" data-event="clicked" data-uuid="ebd57b9c-9e" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Estado de la gestión de incidentes de 2020 </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/incident-management/2021-state-of-incident-management" data-event="clicked" data-uuid="c428ec2c-34" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Estado de la gestión de incidentes de 2021 </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/itsm/it-management" data-event="clicked" data-uuid="a35c134c-a3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestión de TI </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/it-management" data-event="clicked" data-uuid="7e49a1c7-2d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/itsm/problem-management" data-event="clicked" data-uuid="3d8b5666-22" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestión de problemas </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/problem-management" data-event="clicked" data-uuid="9c319fe8-79" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/problem-management/template" data-event="clicked" data-uuid="6d58a094-76" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Plantilla </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/problem-management/roles-and-responsibilities" data-event="clicked" data-uuid="87aeecde-62" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Roles y responsabilidades </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/problem-management/process" data-event="clicked" data-uuid="ea4886bf-ec" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Procesos </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/itsm/change-management" data-event="clicked" data-uuid="53dcd698-26" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestión de cambios </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/change-management" data-event="clicked" data-uuid="55e43ec8-a0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/change-management/best-practices" data-event="clicked" data-uuid="7580db99-10" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Prácticas recomendadas </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/change-management/roles-and-responsibilities" data-event="clicked" data-uuid="ea8d6d6f-8f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Roles y responsabilidades </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/change-management/change-advisory-board" data-event="clicked" data-uuid="ac85d1d7-8b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Comité de evaluación de cambios </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/change-management/types" data-event="clicked" data-uuid="6a3adc11-74" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Tipos de gestión de cambios </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/itsm/knowledge-management" data-event="clicked" data-uuid="541517b2-8b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestión del conocimiento </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/knowledge-management" data-event="clicked" data-uuid="6f8e03be-31" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/knowledge-management/what-is-a-knowledge-base" data-event="clicked" data-uuid="fcfb62ba-f7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Qué es una base de conocimientos </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/knowledge-management/kcs" data-event="clicked" data-uuid="5f39bd6e-c1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Qué es el servicio centrado en los conocimientos (KCS) </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/knowledge-management/self-service-success" data-event="clicked" data-uuid="f7737e55-a7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Bases de conocimientos de autoservicio </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/itsm/esm" data-event="clicked" data-uuid="bd0749e6-bf" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestión de servicios empresariales </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm" data-event="clicked" data-uuid="bf67641a-0f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/hr-service-management-and-delivery" data-event="clicked" data-uuid="1cadf0b4-cc" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Gestión y prestación de servicios de RR. HH. </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/hr-automation-best-practices" data-event="clicked" data-uuid="6f53d519-9b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Prácticas recomendadas para la automatización de RR. HH. </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/implementation-tips-for-esm" data-event="clicked" data-uuid="cc5c48de-c6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Tres consejos de implementación para la ESM </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/offboarding" data-event="clicked" data-uuid="a20e8e61-03" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Conocer el proceso de gestión de salida de los empleados </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/employee-experience-management" data-event="clicked" data-uuid="210c2b0c-c8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Estrategias de gestión de la experiencia de los empleados </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/onboarding-software" data-event="clicked" data-uuid="253aa3b5-21" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Las nueve mejores soluciones de software de incorporación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/employee-experience-platforms" data-event="clicked" data-uuid="31baf7fb-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Plataformas de experiencia del empleado </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/onboarding-workflow" data-event="clicked" data-uuid="449083fa-69" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Flujo de trabajo de incorporación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/employee-onboarding-checklist" data-event="clicked" data-uuid="eaacc805-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Checklist de incorporación de empleados </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/esm/services-delivery" data-event="clicked" data-uuid="629031ea-b3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Prestación de servicios de TI </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/itsm/itil" data-event="clicked" data-uuid="e6e56263-0f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> ITIL </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/itil" data-event="clicked" data-uuid="cbb7110b-fa" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/itil/devops-vs-itil" data-event="clicked" data-uuid="fe748f6e-d8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> ¿DevOps o ITIL? </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/itil/service-strategy" data-event="clicked" data-uuid="07a6dce8-a7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Guía de estrategia de servicios de ITIL </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/itil/service-transition" data-event="clicked" data-uuid="d4a83967-09" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Transición de servicios de ITIL </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/itil/continual-service-improvement" data-event="clicked" data-uuid="bc8c398e-d3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Mejora continua del servicio </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/itsm/it-operations" data-event="clicked" data-uuid="3116c9ae-e0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Operaciones de TI </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/it-operations" data-event="clicked" data-uuid="f88c4f9b-93" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/it-operations/it-infrastructure-management" data-event="clicked" data-uuid="412f3251-6a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Gestión de infraestructuras de TI </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/es/itsm/it-operations-management" data-event="clicked" data-uuid="247ae908-b0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestión de operaciones de TI </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/it-operations-management" data-event="clicked" data-uuid="bd79cef8-b1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Presentación </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/it-operations-management/system-upgrade" data-event="clicked" data-uuid="56e8c980-81" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Actualización del sistema </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/it-operations-management/service-mapping" data-event="clicked" data-uuid="dca5d7e9-68" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Mapas de servicios </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/it-operations-management/application-dependency-mapping" data-event="clicked" data-uuid="3fcfbdd6-a6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Asignación de dependencias de las aplicaciones </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/es/itsm/it-operations-management/it-infrastructure" data-event="clicked" data-uuid="5218f0c4-4b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Infraestructura de TI </a> </div> </div> </div> </div> <script type="text/x-component"> { "type":"imkt.components.GuidedSidebar", "params": { "stickyPosition":"100", "isAgile":false } } </script></div> </div> <div class="column column-lg-6 column-md-8 s0 between" > <div class="component component--heading-textblock text-longform"> <h1 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- h2 heading" > ¿Qué es la gestión de servicios de TI (ITSM)? </h1> <p>La gestión de servicios de TI, también llamada ITSM por sus siglas en inglés (IT Service Management), es simplemente la forma en la que los equipos de TI gestionan la prestación integral de servicios de TI a los clientes. Esto incluye todos los procesos y actividades necesarios para diseñar, crear, entregar y respaldar los servicios de TI. </p> <p>El concepto básico de la ITSM es la idea de que la TI debe funcionar como un servicio. Un típico escenario de ITSM podría implicar solicitar hardware nuevo, como un portátil. Se enviaría la solicitud a través de un portal, se abriría un ticket con toda la información relevante y se iniciaría un flujo de trabajo repetible. Luego, el ticket llegaría a la cola del equipo de TI, donde las solicitudes entrantes se ordenarían y tratarían según su importancia.</p> </div> <div class="container-fluid"> <div class="row flex-container"> <div class="column column-sm-4 s0 between" > <div class="component component--image"> <img id="f7bee9f6" alt="Vista previa del PDF" class="component__image" src="https://wac-cdn.atlassian.com/dam/jcr:5c40dd1f-454e-4c68-9696-e24440bea8a8/Complete-guide-pdf-preview.png?cdnVersion=2574" loading="lazy" /> </div> </div> <div class="column column-sm-8 vertical-middle s0 between" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Atlassian para ITSM </h3> <p>Conceptos básicos que necesitas saber acerca de ITSM con Atlassian: entrega, operaciones y soporte de TI, además de prácticas recomendadas y consejos.</p> </div> <div class="component component--link-button "> <a href="/es/whitepapers/complete-guide-itsm" data-event="clicked" data-uuid="e8baebc7-ba" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Obtener la guía" data-label-english="Get the guide" class="component__link link-arrow " > Obtener la guía<svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> </div> </div> </div> <div class="component component--textblock text-longform"> <p>Debido a las interacciones diarias con la TI, se suele confundir la ITSM con el soporte básico de TI, pero no son lo mismo. Los equipos de ITSM supervisan todo tipo de tecnología del lugar de trabajo, desde portátiles hasta servidores y aplicaciones de software esenciales para la empresa. Si bien los equipos de TI se centran en gestionar y mantener la infraestructura tecnológica, los equipos de ITSM se dedican específicamente a optimizar y ofrecer servicios de TI eficientes para cumplir con las necesidades de la organización y las expectativas de los usuarios.</p> <p>Existe una línea de pensamiento común en el sector de TI que plantea que un enfoque adecuado de ITSM debe seguir estos tres pasos: 1) Crear e implementar tecnología de TI. 2) Incorporar y hacer cumplir el proceso correcto. 3) Las personas pueden aprender la tecnología y cumplir con el proceso. </p> <p>Atlassian cambia ese paradigma.</p> </div> <div class="component component--image" style="text-align:center;"> <img id="656c9746" alt="Diagrama que muestra a los equipos de TI en el centro de la tecnología y las prácticas de ITSM" class="component__image xs-none-bottom xs-cozy-top" src="https://wac-cdn.atlassian.com/dam/jcr:f313f3ad-dcae-43cd-83a3-feb8db0abaa0/IT%20teams.png?cdnVersion=2574" loading="lazy" /> </div> <div class="component s0 between component--block md-cozy-top" data-title="After the incident" > <div class="component component--textblock text-longform"> <p>En Atlassian, el <strong>equipo es lo primero</strong>. Incluso hemos creado un <a data-event="clicked" data-uuid="6c417eff-5c0" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="manual de estrategias del equipo" data-label-english="team playbook" href="/es/team-playbook">manual de estrategias del equipo</a> para proporcionar herramientas que ayuden a los equipos a mejorar su forma de trabajar. Los equipos de TI deben aprender y mejorar constantemente. Deben sentirse valorados y capacitados para marcar la diferencia en la organización. </p> <p>En lugar de ceñirse a las reglas impuestas por una estructura de informes por niveles o procesos rígidos, los equipos de TI pueden tomar decisiones fundamentadas sobre aspectos como la adopción de SLA y qué software implementar. Contar con equipos de TI competentes es crucial para fomentar la productividad e impulsar la transformación digital, por lo que estos equipos son indispensables para tener un buen rendimiento empresarial. Los equipos de TI son el núcleo de los procesos y tecnologías de la gestión de servicios de TI (ITSM).</p> <p>Después de centrarse en la competencia del equipo de TI, es posible desarrollar prácticas y capacidades únicas para aportar valor a la organización. Independientemente de lo respetable que sea la fuente, no basta con "copiar y pegar" el conjunto de estándares de otra empresa y esperar a que funcionen en tu entorno exclusivo. </p> <p>Los equipos de TI exitosos diseñan su enfoque basándose en marcos como <a data-event="clicked" data-uuid="6c417eff-5c1" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="ITIL (la Biblioteca de infraestructuras de tecnologías de la información)" data-label-english="ITIL (the Information Technology Infrastructure Library)" href="/es/itsm/itil">ITIL (la Biblioteca de infraestructuras de tecnologías de la información)</a> y adaptando cuidadosamente los procesos para que se ajusten a las necesidades y preferencias de sus clientes.</p> <p>Por último, el software y la tecnología deben concordar con las prácticas de un equipo y amplificar su impacto. El <a data-event="clicked" data-uuid="6c417eff-5c2" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="software de ITSM" data-label-english="ITSM software" href="/es/software/jira/service-management/itsm-software">software de ITSM</a> idóneo fomenta la colaboración entre equipos, capacita a los usuarios finales y automatiza las tareas cotidianas o rutinarias para que todos puedan dedicar más tiempo a lo que más importa. Son frecuentes los casos en los que la tecnología se convierte en un obstáculo, generando complejidades y frustraciones innecesarias. </p> <p>Cuando la tecnología funciona a la perfección, puede parecer algo mágico, pero en realidad es un reflejo del duro trabajo de los equipos que la utilizan. </p> </div> <div class="component component--heading-textblock text-longform"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > ¿Qué es un servicio de TI? </h2> <p>En el contexto de la ITSM, un servicio de TI consiste en ofrecer soporte y soluciones tecnológicos a los usuarios finales o clientes. Esto abarca una amplia variedad de tecnologías del lugar de trabajo, incluidos ordenadores portátiles, servidores y aplicaciones de software esenciales para la empresa. Los equipos de ITSM gestionan las solicitudes y los incidentes relacionados con estos servicios mediante procesos estructurados que garantizan la eficacia del servicio, la fiabilidad y la satisfacción de los usuarios.</p> </div> <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > ¿Qué es un marco de ITSM? </h2> </div> <div class="component component--textblock text-longform"> <p>Los marcos son herramientas que proporcionan a la ITSM prácticas y procedimientos estandarizados. Los marcos pueden proporcionar una plataforma que supervise la <a data-event="clicked" data-uuid="f47140cc-cc0" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="mejora continua" data-label-english="continuous improvement" href="/es/agile/project-management">mejora continua</a> de la prestación de servicios y el soporte. </p> <p>ITSM es un marco de gestión de servicios de TI que proporciona servicios para varias funciones de TI. Define los procedimientos operativos, las técnicas y los servicios de soporte que ofrecen eficiencia y valor al funcionamiento de un sistema subyacente. Los marcos ayudan a las empresas a definir su estrategia de ITSM.</p> </div> <div class="component component--heading-textblock text-longform"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Marcos populares de ITSM </h2> <p>Los equipos de TI emplean una amplia variedad de marcos como guía para su trabajo. Las dos más comunes son ITSM y DevOps. Otros conceptos incluyen COBIT, SIAM, IT4IT y lean, entre otros muchos. </p> <p>Aquí veremos dos de los marcos más influyentes para los equipos de TI modernos: ITSM y DevOps, junto con un enfoque común de ITSM. Empecemos definiendo algunos términos clave.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestión de servicios de TI (ITSM) </h3> <p>Como hemos mencionado antes, la gestión de servicios de TI es la forma en que los equipos de TI administran la prestación de servicios de TI a los clientes. El enfoque de ITSM de un equipo puede adaptarse a las prácticas de ITIL y guiarse por los conceptos de DevOps.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > ITIL </h3> <p><a data-event="clicked" data-uuid="044d6b93-450" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="ITIL" data-label-english="ITIL" href="/es/itsm/itil">ITIL</a> es el enfoque más aceptado para la ITSM. Se centra en las prácticas para coordinar los servicios de TI con las necesidades empresariales. ITIL puede ayudar a las organizaciones a adaptarse a la transformación y escala continuas. </p> <p>ITIL 4, la reciente actualización de los estándares ITIL, supone un cambio de paradigma para los equipos de TI Asimismo, guía a los equipos hacia un marco de referencia holístico, empresarial y de valor para el cliente, además de fomentar un enfoque más flexible basado en el funcionamiento de tu equipo. Los principios de guía de ITIL 4 promueven la colaboración, la simplicidad y la retroalimentación. </p> <p>Se suele (mal)interpretar la ITIL como reglas, en lugar de como orientación: es algo que depende de la interpretación de cada uno. Sin embargo, solo porque debamos utilizar el trabajo de procesos y documentos no significa que tengamos que generar engorrosas cantidades de registros y gastos burocráticos. No hay excusa para esconderse detrás de los procesos o las "reglas" de ITIL.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > DevOps </h3> <p><a data-event="clicked" data-uuid="35cdeac5-ee0" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="DevOps" data-label-english="DevOps" href="/es/devops">DevOps</a> hace hincapié en la prestación acelerada de servicios de TI que ofrecen las prácticas de <a data-event="clicked" data-uuid="35cdeac5-ee1" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="metodología ágil" data-label-english="agile" href="/es/agile">metodología ágil</a> y lean. DevOps mejora la colaboración entre los equipos de <a data-event="clicked" data-uuid="35cdeac5-ee2" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="desarrollo de software" data-label-english="software development" href="/es/software-development">desarrollo de software</a> y <a data-event="clicked" data-uuid="35cdeac5-ee3" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="operaciones de TI" data-label-english="IT operations" href="/es/software/jira/service-management/it-operations">operaciones de TI</a> para que las empresas puedan compilar, evaluar y publicar software de forma más rápida y fiable. Entre las ventajas se incluyen el aumento de la confianza y de la velocidad de <a data-event="clicked" data-uuid="35cdeac5-ee4" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="publicación de software" data-label-english="software releases" href="/es/agile/software-development/release">publicación de software</a>, la capacidad de solucionar incidencias críticas rápidamente y una mejor gestión del trabajo imprevisto.</p> <p>Si bien DevOps incluye <a data-event="clicked" data-uuid="35cdeac5-ee5" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="desarrollo continuo" data-label-english="continuous development" href="/es/continuous-delivery/principles/continuous-integration-vs-delivery-vs-deployment">desarrollo continuo</a>, integración y entrega automatizada, el concepto se basa en establecer una política corporativa de colaboración entre equipos que, tradicionalmente, trabajaban en grupos aislados. El contexto y las motivaciones de DevOps consisten, sobre todo, en alejarse de las antiguas divisiones y trabajar juntos en colaboración. Lamentablemente, se suele considerar que esto solo tiene que ver con el desarrollo ("Dev") y no con las operaciones ("Ops"). </p> <p>Se suelen enfrentar los marcos de ITSM y DevOps como si hubiera que elegir entre uno y otro: «somos de ITSM o de DevOps». Existe confusión acerca de lo que ofrecen ITSM y DevOps, y de cómo podrían combinarse. Los equipos modernos y de alto rendimiento son conscientes de que deben trabajar de forma más inteligente y rápida pero, aun así, requieren procesos y controles. </p> <p>Es hora de ir más allá del ultimátum de elegir ITSM o DevOps y utilizar elementos de ambos, independientemente de si se siguen explícitamente los marcos de trabajo o no. DevOps es mucho más que un desarrollo automatizado y promueve la importancia de la colaboración y de una política corporativa en la que no se busquen culpables. Además, la ITSM y el enfoque ITIL no deben considerarse una carga administrativa, sino que se deben utilizar de forma ágil para adaptarse a las necesidades únicas de cada organización. </p> </div> <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > ¿Por qué es importante la ITSM? </h2> </div> <div class="component component--textblock text-longform"> <p>La ITSM beneficia a tu equipo de TI y los principios de gestión de servicios pueden mejorar toda la empresa. Además, aumenta la eficiencia y la productividad. Un enfoque estructurado de la gestión de servicios también coordina la TI con los objetivos empresariales, lo que estandariza la prestación de servicios en función de los presupuestos, recursos y resultados. Asimismo, reduce los costes y los riesgos y, en última instancia, mejora la experiencia de cliente. </p> <p>Entre las ventajas más comunes de la ITSM se encuentran:</p> <ul> <li>Coordinación de los equipos de TI con las prioridades empresariales, supervisadas mediante métricas de éxito</li> <li>Colaboración entre departamentos </li> <li>Cooperación de los equipos de TI y desarrollo mediante enfoques optimizados de <a data-event="clicked" data-uuid="5097e173-b90" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="gestión de proyectos" data-label-english="project management" href="/es/work-management/project-management">gestión de proyectos</a></li> <li>Capacitación de los equipos de TI para compartir conocimientos y mejorar de forma continua</li> <li>Mejora de la coordinación de las solicitudes para conseguir un servicio más eficaz</li> <li>Enfoque centrado en los clientes con autoservicios y procesos mejorados</li> <li> <p>Mayor rapidez de respuesta ante incidentes graves y prevención de los futuros</p> </li> </ul> <p>Todo esto reduce los costes, permite ofrecer un mejor servicio y aumenta la satisfacción de los empleados y clientes.</p> </div> <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Procesos y servicios de ITSM </h2> </div> <div class="component component--textblock text-longform"> <p>La ITIL 4 pasó recientemente de recomendar "procesos" de ITSM a introducir 34 "prácticas" de ITSM. Su argumento para esta terminología actualizada es que "se pueden tener en cuenta elementos como la política corporativa, la tecnología, la información y la gestión de datos para obtener una visión holística de las formas de trabajar". Este enfoque, más amplio, refleja mejor las realidades de las empresas modernas. </p> <p>En este caso, no nos preocuparemos por las diferencias terminológicas. Lo importante, independientemente del marco que siga tu equipo, es que los equipos de servicios de TI modernos utilizan recursos y siguen procedimientos repetibles para ofrecer un servicio coherente y eficiente. De hecho, aprovechar la práctica o el proceso es lo que distingue a la ITSM de la TI. </p> <p>A continuación, se describen algunos de los procesos principales de la ITSM:</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestión de solicitudes de asistencia </h3> <p>La <a data-event="clicked" data-uuid="1cd0724c-750" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="gestión de solicitudes de asistencia" data-label-english="Service request management" href="/es/itsm/service-request-management">gestión de solicitudes de asistencia</a> es un procedimiento repetible para gestionar la amplia variedad de solicitudes de asistencia al cliente, como solicitudes de acceso a aplicaciones, mejoras de software y actualizaciones de hardware. El flujo de trabajo de las solicitudes de asistencia a menudo implica solicitudes recurrentes y se beneficia, en gran medida, de ofrecer conocimientos a los clientes y automatizar determinadas tareas. </p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestión del conocimiento </h3> <p><a data-event="clicked" data-uuid="b30a8e24-4c0" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="La gestión del conocimiento" data-label-english="Knowledge management" href="/es/itsm/knowledge-management">La gestión del conocimiento</a> es el proceso de crear, compartir, utilizar y administrar el conocimiento y la información de una empresa. Se trata de un enfoque multidisciplinario para alcanzar los objetivos organizativos haciendo el mejor uso del conocimiento.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestión de activos de TI </h3> <p>La <a data-event="clicked" data-uuid="032f33d7-fb0" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="gestión de activos de TI" data-label-english="IT asset management" href="/es/itsm/it-asset-management">gestión de activos de TI</a> (también llamada "ITAM") sirve para garantizar que los activos de una empresa se contabilizan, implementan, mantienen, actualizan y eliminan en el momento oportuno. En resumen, es el proceso de garantizar que los elementos valiosos, ya sean tangibles o intangibles, se rastrean y utilizan correctamente.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > gestión de incidentes </h3> <p>La <a data-event="clicked" data-uuid="8bced454-8b0" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="gestión de incidentes" data-label-english="Incident management" href="/es/incident-management">gestión de incidentes</a> es la práctica mediante la cual se responde a un evento no planificado o a una interrupción del servicio a fin de recuperar el estado operativo. Teniendo en cuenta todos los servicios de software en los que confían hoy en día las empresas, hay más puntos de fallo potenciales que nunca, por lo que este proceso debe estar preparado para responder rápidamente y resolver problemas.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestión de problemas </h3> <p>La <a data-event="clicked" data-uuid="46d1f6f6-c10" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="gestión de problemas" data-label-english="Problem management" href="/es/itsm/problem-management">gestión de problemas</a> consiste en identificar y gestionar las causas de los incidentes en un servicio de TI. La gestión de problemas no consiste únicamente en identificar y resolver incidentes, sino también en detectar y comprender las causas subyacentes de un incidente, y en determinar el mejor método para eliminar el origen del problema.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestión de cambios </h3> <p>La <a data-event="clicked" data-uuid="21f0c810-060" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="gestión de cambios" data-label-english="Change management" href="/es/itsm/change-management">gestión de cambios</a> garantiza el uso de los procedimientos estándar para gestionar de forma eficiente y rápida todos los cambios en la infraestructura de TI, ya sea para implementar nuevos servicios, administrar los existentes o resolver problemas en el código. La gestión eficaz del cambio proporciona el contexto y la visibilidad necesarios para evitar los cuellos de botella y minimizar los riesgos.</p> </div> <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Software y herramientas de ITSM </h2> </div> <div class="component component--textblock text-longform"> <p>El <a data-event="clicked" data-uuid="d86d9928-e10" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="software de ITSM" data-label-english="ITSM software" href="/es/software/jira/service-management/itsm-software">software de ITSM</a> permite a los equipos de TI coordinarse con las necesidades empresariales y adoptar un planteamiento estratégico para el cambio, la transformación y el crecimiento. Existe una amplia variedad de herramientas de software de ITSM disponibles en el mercado, desde aplicaciones independientes hasta servicios de plataforma. </p> <p>A menudo escuchamos que los equipos de TI se quejan de que las herramientas de ITSM tradicionales que utilizan son poco flexibles y, por tanto, difíciles de personalizar y adaptar a los requisitos cambiantes. Asimismo, suelen existir diferentes herramientas para los distintos procesos de ITSM. </p> <p>Las herramientas modulares crean barreras, división entre los usuarios finales y provocan la falta de visibilidad entre los equipos. Las herramientas de ITSM tradicionales suelen ser difíciles de implementar y gestionar, lo que obliga a los usuarios finales a adoptar herramientas que no son intuitivas, lo que también genera deficiencia o falta de capacidades de ITSM de autoservicio.</p> <p>Elegir el <a data-event="clicked" data-uuid="d86d9928-e11" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="software de centro de asistencia" data-label-english="service desk software" href="/es/software/jira/service-management/features/service-desk">software de centro de asistencia</a> adecuado para tu empresa resulta fundamental, ya que la base de la ITSM es el servicio de asistencia, que será la interfaz entre los clientes y el equipo de TI. </p> <p>ITIL define el centro de asistencia como "el único punto de contacto entre el proveedor de servicios y los usuarios; el típico centro de asistencia gestiona incidentes y solicitudes de asistencia, además de gestionar la comunicación con los usuarios". </p> <p>El centro de asistencia también debe desempeñar un papel importante en la gestión de otras prácticas de ITSM. Considera si tu centro de asistencia y otras herramientas de ITSM cumplen los siguientes requisitos:</p> <ul> <li><strong>Facilidad de uso y configuración</strong>: vienen con un portal de autoservicio limpio e intuitivo que facilita la solicitud de ayuda, la búsqueda de conocimientos y el seguimiento del progreso de las incidencias.</li> <li><strong>Colaboración</strong>: proporcionan una plataforma para que los desarrolladores y los equipos multifuncionales trabajen juntos a fin de resolver las incidencias más rápidamente.</li> <li> <p><strong>Adaptación a tus necesidades</strong>: son lo suficientemente flexibles como para admitir cualquier proceso de resolución, escalación o cambio con el que tus equipos de TI puedan soñar.</p> </li> </ul> <p>La elección del software de centro de asistencia es fundamental, ya que constituye la base de una solución de ITSM sólida y sirve de interfaz entre los clientes y el equipo de TI. <a data-event="clicked" data-uuid="d86d9928-e12" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="Jira Service Management" data-label-english="Jira Service Management" href="/es/software/jira/service-management">Jira Service Management</a> se distingue por ser una solución que responde a estos retos, ya que ofrece un portal de autoservicio fácil de usar, facilita la colaboración entre equipos y proporciona la flexibilidad necesaria para dar soporte a diversos procesos de resolución, escalado y cambio de TI.</p> </div> <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Aceleración del valor con estrategias colaborativas de ITSM </h2> </div> <div class="component component--textblock text-longform"> <p>La ISTM es un factor clave para las empresas que quieren modernizarse. A medida que acelera el auge de los servicios basados en software, los equipos de TI permiten a los empleados y equipos de las empresas aportar valor con mayor rapidez. El papel del equipo de TI ha pasado de apoyar al negocio a diferenciarlo de forma activa. Es hora de avanzar hacia enfoques de ITSM que hagan hincapié en la colaboración, la facilidad de uso y la entrega de valor más rápida.</p> <p><a data-event="clicked" data-uuid="778ad609-910" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="Jira Service Management" data-label-english="Jira Service Management" href="/es/software/jira/service-management">Jira Service Management</a> es una valiosa plataforma para las iniciativas de ITSM. No solo es compatible con siete prácticas esenciales de ITSM, sino que también proporciona una <a data-event="clicked" data-uuid="778ad609-911" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="plantilla de ITSM" data-label-english="ITSM template" href="/es/software/jira/templates/it-service-management">plantilla de ITSM</a> completa. Esta plantilla facilita la implementación de los principales flujos de trabajo de gestión de servicios y garantiza un inicio rápido y eficiente de los procesos de ITSM. Al integrarse perfectamente con las prácticas colaborativas y hacer hincapié en la facilidad de uso, Jira Service Management es una herramienta estratégica para los equipos de TI que buscan mejorar sus estrategias de ITSM e impulsar el valor a un ritmo acelerado.</p> </div> </div> <div class="component no-flex component--block text-center" > <div class="component component--link-button "> <a href="/es/software/jira/service-management/free" data-event="clicked" data-uuid="39282316-26" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Prueba Jira Service Management de forma gratuita" data-label-english="Try Jira Service Management for free" class="component__link button button--one button--regular button--primary " > Prueba Jira Service Management de forma gratuita </a> </div> </div> </div> </div> </div> <div class="container-fluid imkt-content-hub-microsite--section--cta"> <div class="row flex-container reduced-row"> <div class="component--agile-card-link half"> <div class="inner-card box-shadow default default"> <div class="card-header transparent" style="background-image: url('https://wac-cdn.atlassian.com/dam/jcr:cb6b689b-a4c8-4061-a4d8-ba09d3726b53/agile-pattern-agile-at-scale.svg?cdnVersion=2574');"></div> <div class="card-content"> <span class="eyebrows heading">Artículo técnico </span> <h4 class="heading">Atlassian para ITSM</h4> <p>Conceptos básicos que necesitas saber acerca de ITSM con Atlassian: entrega, operaciones y soporte de TI, además de prácticas recomendadas y consejos.</p> <a href="/es/whitepapers/complete-guide-itsm" data-event="clicked" data-uuid="96ee1d89-6b-link-text" data-event-component="linkButton" data-event-container="agileCardLink" data-schema-version="1" data-label="Obtener la guía" class="link-arrow">Obtener la guía <svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> <a href="/es/whitepapers/complete-guide-itsm" data-event="clicked" data-uuid="96ee1d89-6b-overlay-link" data-event-component="linkButton" data-event-container="agileCardLink" data-schema-version="1" data-label="Obtener la guía" class="overlay-link" aria-label="Atlassian para ITSM"></a> </div> </div> <div class="component--agile-card-link half"> <div class="inner-card box-shadow default default"> <div class="card-header transparent" style="background-image: url('https://wac-cdn.atlassian.com/dam/jcr:ce641d58-fdb8-4ee9-8dc4-9cf30e764649/service-request-thumb.svg?cdnVersion=2574');"></div> <div class="card-content"> <span class="eyebrows heading">A continuación </span> <h4 class="heading">What is service request management? A guide (Guía: ¿En qué consiste la gestión de solicitudes de asistencia?)</h4> <p>Con la gestión de solicitudes de asistencia, los equipos de TI pueden resolver las solicitudes de los clientes de forma rápida y sencilla. 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