{"id":50473,"date":"2025-05-07T12:09:34","date_gmt":"2025-05-07T10:09:34","guid":{"rendered":"https:\/\/partners.sngular.com\/atlassian\/?p=50473"},"modified":"2025-05-12T12:10:12","modified_gmt":"2025-05-12T10:10:12","slug":"el-desafio-del-ping-pong-en-la-gestion-de-incidencias-itsm","status":"publish","type":"post","link":"https:\/\/partners.sngular.com\/atlassian\/el-desafio-del-ping-pong-en-la-gestion-de-incidencias-itsm\/","title":{"rendered":"El desaf\u00edo del \u00abPing Pong\u00bb en la gesti\u00f3n de incidencias ITSM"},"content":{"rendered":"\n<div class=\"bloque-blog-head\">\n    <div class=\"bloque-blog-head-background\" style=\"background-image: url(https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/05\/bola-de-alto-angulo-en-paleta-de-ping-pong.jpg);\">\n        <div class=\"bloque-blog-titulo\">\n            <h1 class=\"\" style=\"text-align: center\">El desaf\u00edo del \u00abPing Pong\u00bb en la gesti\u00f3n de incidencias ITSM<\/h1>\n        <\/div>\n    <\/div>\n    <div class=\"bloque-blog-info\">\n    <\/div>\n<\/div>\n\n<p><span style=\"font-weight: 400;\">En la<strong><a href=\"https:\/\/partners.sngular.com\/atlassian\/soluciones\/itsm\/\"> Gesti\u00f3n de Servicios de TI (ITSM)<\/a><\/strong>, la <\/span><b>resoluci\u00f3n eficiente <\/b><span style=\"font-weight: 400;\">de incidencias es <\/span><b>vital <\/b><span style=\"font-weight: 400;\">para la continuidad del negocio y la satisfacci\u00f3n del usuario. Un problema com\u00fan que mina esta eficiencia es el <\/span><b>\u00abping pong\u00bb de tickets<\/b><span style=\"font-weight: 400;\">: el escalado repetido de un ticket entre equipos o niveles de soporte sin una soluci\u00f3n efectiva.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Esto genera <\/span><b>demoras<\/b><span style=\"font-weight: 400;\">, <\/span><b>frustraci\u00f3n <\/b><span style=\"font-weight: 400;\">tanto en usuarios como en agentes, y un <\/span><b>uso ineficiente de los recursos<\/b><span style=\"font-weight: 400;\">. El \u00abping pong\u00bb surge cuando el <\/span><b>proceso de escalado no funciona correctamente<\/b><span style=\"font-weight: 400;\">, llevando a asignaciones innecesarias o incorrectas entre equipos.<\/span><\/p>\n<h2><b>Comprendiendo el \u00abPing Pong\u00bb: tipos y causas<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Aunque no hay una clasificaci\u00f3n estandarizada, podemos identificar varios patrones de \u00abping pong\u00bb basados en la experiencia:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Ping Pong Horizontal:<\/b><span style=\"font-weight: 400;\"> Entre equipos del mismo nivel de soporte.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Ping Pong Vertical:<\/b><span style=\"font-weight: 400;\"> Entre diferentes niveles de soporte.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Ping Pong Circular:<\/b><span style=\"font-weight: 400;\"> El ticket regresa repetidamente al equipo que lo origin\u00f3 o circula sin un patr\u00f3n claro. A menudo causado por <\/span><b>informaci\u00f3n incorrecta o incompleta.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Ping Pong Lineal\/Responsabilidad poco clara:<\/b><span style=\"font-weight: 400;\"> Escalaciones recurrentes, usualmente entre dos equipos, por falta de comunicaci\u00f3n, coordinaci\u00f3n o una definici\u00f3n imprecisa de responsabilidades.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Es importante distinguir el \u00abping pong\u00bb de las escalaciones necesarias (funcional, jer\u00e1rquica, externa) que s\u00ed buscan una resoluci\u00f3n eficiente. El problema radica en los escalados que no aportan valor.<\/span><\/p>\n<h2><b>Impacto y consecuencias del \u00abPing Pong\u00bb<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Las repercusiones del \u00abping pong\u00bb son significativas:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Aumento del tiempo de resoluci\u00f3n:<\/b><span style=\"font-weight: 400;\"> Cada escalado a\u00f1ade esperas y reasignaciones, incrementando el tiempo total. Cuantos m\u00e1s escalados, mayor tiempo de resoluci\u00f3n.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Frustraci\u00f3n del usuario:<\/b><span style=\"font-weight: 400;\"> La demora y falta de soluci\u00f3n afectan el trabajo del usuario y su percepci\u00f3n de la calidad del servicio.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Frustraci\u00f3n de los agentes:<\/b><span style=\"font-weight: 400;\"> Los equipos ven afectadas sus m\u00e9tricas por ineficiencias externas a su rendimiento.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Uso ineficiente de recursos:<\/b><span style=\"font-weight: 400;\"> Se dedica tiempo a escalados repetitivos en lugar de a la resoluci\u00f3n.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Incremento de costes:<\/b><span style=\"font-weight: 400;\"> Los saltos y la inactividad\u00a0implican mayores costes operativos.\u00a0<\/span><\/li>\n<\/ul>\n<h3><b>Conclusi\u00f3n<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">El \u00abping pong\u00bb de tickets es un <\/span><b>problema <\/b><span style=\"font-weight: 400;\">complejo pero <\/span><b>abordable<\/b><span style=\"font-weight: 400;\">. Combinando el descubrimiento (por ejemplo, mediante algoritmos y<\/span><a href=\"https:\/\/partners.sngular.com\/atlassian\/process-mining\/\"><span style=\"font-weight: 400;\"> Process Mining<\/span><\/a><span style=\"font-weight: 400;\">) con <\/span><b><a href=\"https:\/\/partners.sngular.com\/atlassian\/caso-exito-process-mining\/\">mejoras en procesos,<\/a> capacitaci\u00f3n, colaboraci\u00f3n y tecnolog\u00eda<\/b><span style=\"font-weight: 400;\">, las organizaciones pueden reducir significativamente su impacto,<\/span><b> mejorando la eficiencia del servicio y la satisfacci\u00f3n del cliente.<\/b><\/p>\n<p>En el pr\u00f3ximo art\u00edculo profundizaremos en <span style=\"font-weight: 400;\">el an\u00e1lisis del comportamiento real de los procesos ITSM y las ineficiencias en el escalado de tickets a trav\u00e9s de Jira Service Management y herramientas de Process Mining (ITSM Accelerator &amp; Process Analytics For Jira).\u00a0<\/span><\/p>\n<p>Si quieres mejorar tus procesos, estaremos encantados\/as de ayudarte.<a href=\"https:\/\/partners.sngular.com\/atlassian\/contacto\/?origen=Soluciones&amp;tema=ProcessMining#formulario\"> \u00bfHablamos?<\/a><\/p>\n<div class=\"p\">\n            <strong>Anibal<\/strong> - 7 de mayo de 2025\n            \/ Comparte:<style>\r\n.tnf_share#tnfShare40620 {\r\n    display: inline-block;\r\n    padding: 0 0.5rem;\r\n    font-size: 18px;\r\n}\r\n#tnfShare40620 .tnf_share_net {\r\n    display: inline-block;\r\n    padding: 0 0.5rem;\r\n    position: relative;\r\n}\r\n#tnfShare40620 img {\r\n    width: 18px;\r\n    height: 18px;\r\n}\r\n#tnfShare40620 .tnf_share_net i {\r\n    vertical-align: middle;\r\n}\r\n#tnfShare40620 .special-copy-icon {\r\n    font-size: 16px;\r\n}\r\n#tnfShare40620 .tnf_share_net a, .as-linkable {\r\n    color: #6f6f6f !important;\r\n    cursor: pointer;\r\n}\r\n.tnf_share_net a:hover, .as-linkable:hover {\r\n    color: #465ea2 !important;\r\n}\r\n#tnfShare40620 .tnf_share_copy_info {\r\n    font-size: 12px !important;\r\n    background-color: #202a4488;\r\n    color: #fff;\r\n    padding: 0.5rem 1rem;\r\n    position: absolute;\r\n    width: max-content;\r\n    left: 0;\r\n    bottom: 42px;\r\n    border-radius: 2px;\r\n}\r\n<\/style>\r\n<div class=\"tnf_share\" id=\"tnfShare40620\"><div class=\"tnf_share_net linkedin-in\" id=\"linkedinin_tnfShare40620\" title=\"Compartir en LinkedIn\">\r\n    <a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fpartners.sngular.com%2Fatlassian%2Fwp-json%2Fwp%2Fv2%2Fposts%2F50473\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"fab fa-linkedin-in\"><\/i><\/a>\r\n<\/div><div class=\"tnf_share_net twitter\" id=\"twitter_tnfShare40620\" title=\"Compartir en Twitter\">\r\n    <a href=\"https:\/\/twitter.com\/intent\/tweet?text=El%20desaf%C3%ADo%20del%20%C2%ABPing%20Pong%C2%BB%20en%20la%20gesti%C3%B3n%20de%20incidencias%20ITSM&amp;url=https%3A%2F%2Fpartners.sngular.com%2Fatlassian%2Fwp-json%2Fwp%2Fv2%2Fposts%2F50473&amp;related=Tecnofor%3ATecnofor\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"fab fa-twitter\"><\/i><\/a>\r\n<\/div><div class=\"tnf_share_net whatsapp\" id=\"whatsapp_tnfShare40620\" title=\"Compartir en WhatsApp\">\r\n    <a href=\" https:\/\/wa.me\/?text=El+desaf%C3%ADo+del+%C2%ABPing+Pong%C2%BB+en+la+gesti%C3%B3n+de+incidencias+ITSM%0A%0Ahttps%3A%2F%2Fpartners.sngular.com%2Fatlassian%2Fwp-json%2Fwp%2Fv2%2Fposts%2F50473\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"fab fa-whatsapp\"><\/i><\/a>\r\n<\/div><div class=\"tnf_share_net copy\" id=\"copy_tnfShare40620\" title=\"Copiar al portapapeles\">\r\n    <i class=\"fa fa-copy as-linkable special-copy-icon\"><\/i>\r\n    <div class=\"tnf_share_copy_info hide\" id=\"infocopy_tnfShare40620\"><\/div>\r\n<\/div>\r\n<script type=\"text\/javascript\">\r\n    jQuery(function() {\r\n        jQuery(\"#copy_tnfShare40620\").on('click', function(e) {\r\n            e.preventDefault();\r\n            navigator.clipboard.writeText( \"https:\\\/\\\/partners.sngular.com\\\/atlassian\\\/wp-json\\\/wp\\\/v2\\\/posts\\\/50473\" ).then(() => {\r\n                jQuery(\"#infocopy_tnfShare40620\").html('<i class=\"fas fa-check\"><\/i> Se ha copiado al portapapeles').removeClass('hide');\r\n                window.setTimeout(() => { jQuery(\"#infocopy_tnfShare40620\").addClass('hide'); }, 3000);\r\n            }, () => {\r\n                jQuery(\"#infocopy_tnfShare40620\").html('<i class=\"fas fa-times\"><\/i> Algo ha fallado y no se pudo copiar').removeClass('hide');\r\n                window.setTimeout(() => { jQuery(\"#infocopy_tnfShare40620\").addClass('hide'); }, 3000)\r\n            });\r\n        })\r\n    });\r\n<\/script><\/div>\n        <\/div>\n","protected":false},"excerpt":{"rendered":"<p>En la Gesti\u00f3n de Servicios de TI (ITSM), la resoluci\u00f3n eficiente de incidencias es vital para la continuidad del negocio y la satisfacci\u00f3n del usuario. Un problema com\u00fan que mina esta eficiencia es el \u00abping pong\u00bb de tickets: el escalado repetido de un ticket entre equipos o niveles de soporte sin una soluci\u00f3n efectiva. Esto genera demoras, frustraci\u00f3n tanto en usuarios como en agentes, y un uso ineficiente de los recursos. El \u00abping pong\u00bb surge cuando el proceso de escalado no funciona correctamente, llevando a asignaciones innecesarias o incorrectas entre equipos. Comprendiendo el \u00abPing Pong\u00bb: tipos y causas Aunque no hay una clasificaci\u00f3n estandarizada, podemos identificar varios patrones de \u00abping pong\u00bb basados en la experiencia: Ping Pong Horizontal: Entre equipos del mismo nivel de soporte. Ping Pong Vertical: Entre diferentes niveles de soporte. Ping Pong Circular: El ticket regresa repetidamente al equipo que lo origin\u00f3 o circula sin un patr\u00f3n claro. A menudo causado por informaci\u00f3n incorrecta o incompleta. Ping Pong Lineal\/Responsabilidad poco clara: Escalaciones recurrentes, usualmente entre dos equipos, por falta de comunicaci\u00f3n, coordinaci\u00f3n o una definici\u00f3n imprecisa de responsabilidades. Es importante distinguir el \u00abping pong\u00bb de las escalaciones necesarias (funcional, jer\u00e1rquica, externa) que s\u00ed buscan una resoluci\u00f3n eficiente&#8230;.<\/p>\n","protected":false},"author":22,"featured_media":50520,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[223,229],"tags":[],"class_list":["post-50473","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-jsm-y-service-collection","category-blog-process-mining"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>El desaf\u00edo del &quot;Ping Pong&quot; en la gesti\u00f3n de incidencias ITSM - Atlassian Sngular<\/title>\n<meta name=\"description\" content=\"Un problema com\u00fan en la eficiencia ITSM es el &quot;ping pong&quot; de tickets: el escalado repetido de un ticket entre equipos o niveles de soporte...\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/partners.sngular.com\/atlassian\/el-desafio-del-ping-pong-en-la-gestion-de-incidencias-itsm\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"El desaf\u00edo del &quot;Ping Pong&quot; 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