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8 xO/J,e ttepeeone ITlL, cneunennctu «AI1- Texo» BblflBl1nl1 cne/J,YIOLLlYIO cneu,I1C/JI1KY: HOBl13Ha reuu an« POCCI1I1, orcyrcrene CC/JOpMl1pOBaBWeI1CfI TepMI1HOnor1111 B /J,aHHOI1 npe/J,MeTHOI1 06naCTI1, CnO)l(HOCTb 11 TpY/J,oeMKocTb /J,OCTI1)1(eHI1f1 comaCOBaHI1I1, He/J,oCTaTOLfHbll1 onur peenneeun« npoexroe no BHe/J,peHI1IO ecex npoueccoe, Onl1CaHHblX B ITiL. 83al1Mo/J,el1CTBl1e C 3an8,lJ,HblMI1 3KCnepTaMl1 11 cneunenncreun POCCl1l1CKOrO pblHKa nouotno vcneiuno CnpaBI1TbCfI C nOCTaBneHHOI1 38,lJ,aLfel1.

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First published 2005

ISBN 0 11 330948 1

Titles within the ITIL series include:

Service Support (Published 2000)

Service Desk and the Process of Incident

Management, Problem Management, Configuration Management, Change Management and Release Management

ISBN 0 11 330015 8

Service Delivery (Published 2001)

Capacity Management, Availability Management, Service Level Management, IT Service Continuity, Financial Management for IT Services and Customer Relationship Management

I CT Infrastructure Management

Application Management

Planning to Implement Service Management Security Management

Business Perspective: The IS View on Delivering Services to the Business

ITIL back catalogue - an historical repository available as PDF downloads from wwwtso.co.uk/ITl l. The Managers' set

The complementary guidance set

Environmental management, strategy and computer operations set

ISBN 0 11 330017 4 ISBN 0 11 330865 5 ISBN 0 11 330866 3 ISBN 0 11 330877 9 ISBN 0 11 330014 X ISBN 0 11 330894 9

xiii

Or118B11eHMe

BCTym1TeJIbHOe CJIOBO IIpep;HcJIoBHe ABTOPbI

qacTb 1: BBe)1;eHHe

1.1

xv

xv

BH6JIHOTeKa lTlL

1.1.1 Deleted

1.1.2 Ilepenoaon orrsrr

1.1.3 Crannapr zte-rpaxro

1 1 1 1 2 2 4

1.1.4 1.1.5

Ilonxozr, opHeHTHpoBaHHbIH na Ka"'IeCTBO <POpyM itSMF

1.2 Pecrpyxrypaaarora BH6JIHOTeKH lTlL 4

1.3 I{eJIeBaH aymrropxa 5

1.4 Haanramra rro BH6JIHOTeKe rrn, 5

1.5 IIo"'IeMY BbI6paHa xoanernma cocraanon p;HarpaMMbI? 7

1. 6 Knnra «IIoMep)KKa ycnyr» 8

1. 7 Ynpannemre YCJIyraMH 8

1.8 3aKa3"'IHKH H IIoJIb30BaTeJIH 9

1.9 CBOP; rrpaKTH"'IeCKHX peKoMeH,D;arrHH P;JIH opraaaaamcr YrrpaBJIeHHH

MT-ycJIyraMH - PD0005 10

1.10 Yrrpaanemre YCJIYraMH: rrponeccasrn nonxozr 10

1.11 Pexoraennyeraaa .nrrreparypa 11

qaCTb 2: B3aHMocBH3H Me1K,ll;y rrponeccasra

2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 2.12 2.13

2.14 2.15 2.16 2.17

Yrrpaanenne KOHcpHryparrHHMH Yrrpaanemre H3MeHeHHHMH Yrrpaanemte peJIH3aMH Yrrpaanemre HHrrHp;eHTaMH Yrrpaarrenne rrp06JIeMaMH CJIY:lK6a Service Desk

Yrrpaanerrae yposnexr 06CJIY:lKHBaHHH Yrrpaanemre MOIIIHOCTHMH

Ynpaanemte cpHIIaHCaMH P;JIH MT-ycJIyr Yrrpannemre rtoc'ryrraocrr.ro

Yrrpaanemre aenpepsraaocrsro rrpenocraaneana MT-ycJIyr Ynpaanemte B3aHMOOTHOIIIeHHHMH C 3aKa3"'IHKaMH Yrrpanrrenrre HHcpopMarrHOHHbIMH H KOMMYHHKarrHOHHbIMH TeXHOJIOrHHMH (lCT)

Y npaanenne rrpHJIO:lKeHHHMH

Yrrpaarrenne HIicpopMarrHoHHoH fieaorracaocrr.ro flponeccsr o6ecrre"'IHBaIOIIIeH HHcppacTpYKTYPbI Yrrpaaneane rrpoexrascr

13 13 14 15 15 15 15 16 16 17 17 17 18

18 18 19 19 19

•••••••• 11111

qacTL 3: C xero Ha'IaTL

3.1 3.2 3.3

IIpeMM)'m;eCTBa YrrpaBJIeHIUI ycnyraem IIpOU;eCCHhrn rrOAXOA

IIpHBep1KeHHOCTh PYKOBoAcTBa

3.3.1 3.3.2

Acnexrsr rrpHBep1KeHHOCTH PYKoBoAcTBa IIpHBep1KeHHOCTh PYKOBOACTBa aa arane nnaaaposaaaa

3.4

KYJIhTypHhle acnexrsr

3.4.1 3.4.2 3.4.3 3.4.4 3.4.5

"llTO co6oi1: rrpeACTaBJIReT KYJIhTYPa opraaasamor? OTBeTcTBeHHocTh

"llTO rrOHHMaeTCR nozt «KyJIhTYPOi1: o6cJIY1KHBaHHR»? KaK :3TO OTHOCHTCR K rrpeAoCTaBJIeHJ1lO l1T-ycJIyr? Hero XOTRT 3aKa3qHKH?

21 21 21 24 24 24 25 26 27 27 27 28

3.4.6 Pacrrpocrpaneaasre orrpannanrra BeCTH AeJIO "KaK 06hfqHO" 31

3.4.7 CKOJIhKO ace ::lTO 6YAeT CTOHTh? 31

3.4.8 KaKoBhI norenmra.nr-rrsre npeasrynrecraa 3a6oThI 0

3aKa3qHKax?

3.4.9 Ofiy=remre rro YrrpaBJIeHJ1IO yc.rryraMJ1

qacTL 4: CJIY1K6a Service Desk

4.1 0630P

4.1.1 3aqeM HpKHa CJIpK6a Service Desk?

4.1.2 4.1.3 4.1.4 4.1.5

II p06JIeMa rroMep1KKH J1HCpoPMaU;HOHHO-CrrpaBOqfihrn nearp Help Desk

CJIY1K6a Service Desk

4.1.6 KaK CJIpK6a Service Desk M01KeT rrOMOQh BaIIIei1: opraHH3aU;HH?

4.1.7 4.1.8

BhICTaBJIeHHe CQeTOB sa ycrryrn rrOMep2KKH Onepamroaasre H 6H3Hec rrpeasrymecraa

32 33

35 35 35 36 37 37 37

38 39 40

4.1.9 POJIh H aarrpaanenae AeRTeJIhHOCTH CJIpK6bI Service Desk 40

4.1.10 4.1.11 4.1.12 4.1.13 4.1.14

4.1.15 4.1.16

B3aHMoAei1:cTBHe C 3aKa3qJ1:KOM J1HcpopMJ1pOBaHHe 3aKa3QHKOB H IIOJIh30BaTeJIei1:

Ilocemenae

Hafimonaexrsre C06hITHR HHcppacTpYKTyphI ABToMaTJ1:qeCKH BhI3hIBaeMhle JI!HI.J;J1AeHThI HHcppacTpYKTyphI

MOAeJIh HHu;11AeHTOB HHcppaCTpYKTYPhI Tlpensrymecrna

4.2

4.1.17 J1crrOJIh30BaHHe HHTepHeT-TeXHOJIOrHi1

BHeApeHHe HHcppaCTpyKTyphI CJIY1K6hI Service Desk

41 42 44 45

45 46 46 47 47

4.2.1 IIOA6op nepcoaana 48

4.2.2 IIJIaHOBhle MeTpHKH ::lcpcpeKTHBHocTH 48

4.2.3 Ha QTO CJIeAYeT o6paTHTh BHHMaHHe 49

4.2.4 BhI60p rroztxoztarrresi CTPYKTyphI CJIpK6hI Service Desk 49

•••••••• 11111

4.2.5 Tl1IIbI CTPYKTypbI CJIY2K6bI Service Desk 49
4.2.6 JIoKaJIbHaH CJIyJK6a Service Desk 50
4.2.7 II;eHTpaJIbHaH CJIYJK6a Service Desk 51
4.2.8 Bnpryam.aaa CJIY2K6a Service Desk 51
4.2.9 KOHCPJITYP11poBaHJ1e CJIY2K6bI Service Desk 53
4.2.10 rJI06aJIbHaH KpyrJIOcYTOqHaH noztztepzsxa 54
4.2.11 KJIaCCJ1(pJ1KaIJ;J1H J1HIJ;J1.n;eHToB 55
4.2.12 0630P nponecca KJIaCCJ1(pJ1KaIJ;J1J1 56
4.3 TeXHOJIOrJ1J1 CJIY2K6bI Service Desk 56
4.3.1 KOMIIbIOTepJ1311pOBaHHaH CJIY2K6a Service Desk 57
4.3.2 IIpeJ1MYIIJ;ecTBa KOMrrbIOTepJ13J1pOBaHHoi1: CJIY2K6bI
Service Desk 57
4.3.3 Paapafiorars caMOCTOHTeJIbHO J1JIJ1 KYrrJ1Tb? 58
4.3.4 Pa60Ta B MHOrOrrJIaTcpopMeHHoi1: cpezte 58
4.3.5 Pa60Ta B WAN-J1HcppaCTPYKTYPe 59
4.3.6 J1HTeJIJIeKryaJIbHbIe TeJIecpoHHbIe CJ1CTeMbI,
J1CrrOJlb30BaHJ1e rOJIOCoBoi1: no=rrsr J1 email 59
4.3.7 Pa3BepTbIBaHJ1e cTpaTerJ1J1 caMoo6cJIYJKJ1BaHJ1H 59
4.3.8 KpJ1TJ1qeCKJ1e rpaxropsr ycrrexa 60
4.3.9 Ha qTO aazto 06paTJ1Tb BHJ1MaHJ1e rrpn BHe.n;peHJ1J1 61
4.3.10 AyTCOpCJ1Hr CJIY2K6bI Service Desk 62
4.4 06H3aHHOCTJ1 CJIY2K6bI Service Desk, ee CPYHKIJ;J1J1, YPOBHJ1
xazrpoaoro ofiecne-reana J1 npo-ree 63
4.4.1 cI>YHKIJ;J1J1 CJIYJK6bI Service Desk 64
4.4.2 KaKJ1e 3arrpocbI cnezryer peracrpnpoaarr, 64
4.4.3 IIoJIHOMoqJ1H CJIY2K6bI Service Desk 65
4.4.4 YrrpaBJIeHJ1e3CKaJIaIJ;J1ei1: 65
4.4.5 YpOBHJ1 xazrpoaoro ofiecne-remra CJIY2K6bI Service Desk 67
4.4.6 Texy=recrt, rrepconarra 68
4.4.7 MOHJ1TOpmIT YPOBHH 3arpY3KJ1 nepconana 69
4.4.8 AHaJIJ13 J1 orrpocsr 0 CTerreHJ1 y.n;oBJIeTBOpeHHOCTJ1
3aKa3QJ1KOB 69
4.4.9 KOMrrJIeKTOBaHJ1e nepconana CJIYJK6bI Service Desk
.n;JIH He6oJlbIIIJ1X rrozrpaaztenennti 70
4.4.10 OCBe.n;oMJIeHHOCTb nepconana BTOPOi1: JIJ1HJ1J1 rrOMepJKKJ1 70
4.4.11 Orrpeztenemre norpefiaocrett 3aKa3qJ1KOB B o6yqeHJ1J1 71
4.4.12 YMeHbIIIeHJ1e rrOTOKa 06paIIJ;eHJ1i1: 71
4.4.13 Cnocofisr orrpezteneaxa 3arpY3KJ1 nepcoaana 71
4.5 HaBbIKJ1 nepconana CJIY2K6bI Service Desk 72
4.5.1 OCHoBHbIe Tpe6oBaHJ1H 3aKa3QJ1KOB 73
4.5.2 K03cpcpJ1IJ;J1eHTbI pa3peIIIeHJ1H sanpocoa 73
4.6 Y CTaHOBKa pa6oQei1: cpezter CJIY2K6bI Service Desk 73
4.6.1 Pa60QaH cpezta CJIY2K6bI Service Desk 74
4.6.2 Orrpeztenemre BaIIIJ1X ycrryr 74
iii • ••••••••

4.7

4.8

4.9

4.10

4.6.3 Tpefioaamia K CJI)'1K6e Service Desk nepen sarrycxosr peJIJ13a

PeKJIaMa M rrpozraxca CJI)'1K6bI Service Desk

4.6.4

4.6.5 «Bsrcrpsre nofiezrsr»

Ofiy=remre M TpeHMHrM ,n;JIH nepconana CJIY1K6bI Service Desk

4.7.1 HaBbIKM pa60TbI C JIIO,n;bMM

IIpMopMTeTbI ,n;JIH PYKOBo,n;cTBa

Ilpocpeccnonamarsrn npodnon, co-rpyznraxa CJI)'1K6bI Service Desk

4.7.4 06H3aHHocTM nepconana CJIY1K6bI no,n;,n;eplKKM M

4.7.2 4.7.3

4.7.5 4.7.6 4.7.7

o'rnonreane K 3aKa3'IMKY Pa60Ta C 3aKa3'IMKaMM YMeHHe aKTMBHO cnyrrrart,

Ofiy=remre nepconana CJI)'1K6bI Service Desk

Ilpoueccsr M nponezrypsr, BbIITOJIHHeMble CJIy1K60H Service Desk

4.8.1 4.8.2 4.8.3 4.8.4 4.8.5

Ha 'ITO cneziyer 06paTMTb BHMMaHMe Ofimaa crpyxrypa BOnpOCOB

CBe,n;eHMH 0 3aKa3'IMKe M ero M,n;eHTMcpMKaU;MH Ilonnepacxa 6a3bI ,n;aHHbIX 3aKa3'IMKOB

MapKeTMHT CJI)'1K6bI Service Desk cpeznr 3aKa3'IMKOB

OT'leTHOCTb M aHaJIM3 MHu;M,n;eIIToB

4.9.1 3cpcpeKTMBIIbIH aIIaJIM3 3arpY3KM nepconana

4.9.2 Hacro'ra npenocraaneaxa OT'IeTOB M aHaJIJ13a

4.9.3 ApXJ1BaU;MH y-rernsrx aarnrceti CJI)'1K6bI Service Desk

BbIBO,n;bI

4.10.1 4.10.2

KpMTJ1'leCKMe rpaxropt.r ycrrexa

PYKOBO,n;CTBO no BHe,n;peHMIO CJIy1K6bI Service Desk

IIpMJIo1KeHHe 4A: IIpMMep ztoxyxrenra 0 PeJIM3e qacTL 5: YnpaBJleHHe HHD;H,n;eHTaMH

5.1 5.2 5.3

5.4 5.5

UeJIb npouecca YnpaBJIeHMH MHU;M,n;eHTaMM PaMKM npouecca YnpaBJIeHMH MHU;M,n;eHTaMM OCHoBHble nOHHTMH

5.3.1 06pa6oTKa MHu;M,n;eHTa

5.3.2

Ilepnaa, aropaa M rpersa JIMIIMM nOMeplKKM

5.3.3 CpaBHeHHe CPYHKU;MOHaJIbHOH M MepapXJ1'IeCKOH 3CKaJIaU;MM

75 76 77 78 78 79

80

80 81 82 83 83 83 84 84 85 85 86 87 88 89 89 90 90 90

93 93 93 95 95 97

98

5.3.4 IIpMopMTeT 99

5.3.5 CBH3M Me1K,n;y MHu;M,n;eIITaMM, IIpo6JIeMaMM, M3BecTHbIMM

ornM6KaMM M 3anpocaMM aa M3MeHeHMe (RFC) 100

Ilperorymecraa YnpaBJIeHMH MHU;M,n;eHTaMM IIJIaHMpoBaHMe M saerrpeane

5.5.1 CpOKM M rrJIaHMpOBaHMe

5.5.2 Kpnrrorecxae rpaxropsr ycrrexa

102 103 103 104

•••••••• 1111

5.6

5.7 5.8

5.9 5.10

5.5.3

B03MO)KHhle Tpy,a;HOCTM BHe,a;peHMH

.IJ:ei1:cTBMH B xone nponecca YrrpaBJIeHMH MH:O;M,a;eHTaMM

5.6.1 06HappKeHMe M sanrrcr, Y1H:O;M,a;eHTa

5.6.2 5.6.3 5.6.4 5.6.5

Knaccadnrxanaa M nepaa-raaa rrozmepacxa PaCCJIe,a;oBaHMe M )J;J1arHOCTMKa Pa3peIIIeHMe M BOCCTaHOBJIeHMe

3aKphITMe Y1H:O;M,a;eHTa

104 105 105 106 109 111 112

5.6.6 BJIa,a;eHMe, MOHMTopMHr, OTCJIe~MBaHMe M KOMMYHMKa:O;MM 113

06pa60TKa xpynm.rx Y1H:O;M,a;eHToB 114

POJIM B rrponecce YrrpaBJIeHMH MH:o;J1,a;eHTaMM 115

Meaezracep J1H:O;M,a;eHTOB

Ilepcoaan CJIj']K6hI noztzrepxcxn, y-racrayrontaa B 06pa60TKe Y1H:O;J1)J;eHTOB

Kmoxeasre rrOKa3aTeJIM 3<p<peKTMBHoCTM

Cpezrcraa

5.8.1

5.8.2

115

115 116 117

IIpMJIo~eHMe 5A: IIpMMep CMCTeMhI Ko,a;MpoBaHMH ,a;JIH

KJIaCcM<pMKa:O;MM Y1H:O;M,a;eHToBl3arrpocoB 118

IIpMJIo~eHMe 5B: IIpMMep CMCTeMhI KO)J;J1poBaHMH rrprroprrreroa 119

IIpMJIo~eHJ1e 5B: Tpe60BaHJ1H K ,a;aHHhIM samrceii 06 Y1H:O;M,a;eHTe 120

IIpMJIo~eHJ1e 5r: IIpo:o;ecc paCCJIe,a;oBaHMH Y1H:O;M,a;eHTa 121

IIpMJIo~eHMe 5.IJ:: 06pa60TKa Y1H:O;M,a;eHTa CJIY~60i1: Service Desk

(aransr) 122

qacTb 6: YnpaBJIeHlle np06JIeMaMH 123

6.1 UeJIh rrpouecca YrrpaBJIeHMH rrp06JIeMaMM 123

6.2 6.3

6.4 6.5

6.6

6.7

PaMKM rrponecca YrrpaBJIeHMH rrp06JIeMaMM OCHoBHhle rrOHHTMH

6.3.1 B 'IeM paamma Me~ YrrpaBJIeHMeM MH:O;J1)J;eHTaMM M Y rrpaarrearreer rrp06JIeMaMM?

KOHTPOJIh IIp06JIeM

6.3.2

6.3.3 6.3.4 6.3.5

KOHTPOJIh OIIIM60K

Y rrpezsztaroutee Y rrpaarrenne rrp06JIeMaMM AHaJIM3 xpymrsrx IIp06JIeM

Ilperorynrecraa nponecca YrrpaBJIeHMH rrp06JIeMaMM IIJIaHMpoBaHMe M aaertpemre

6.5.1 Koop,a;MHa:O;MH M nnanaposanae

6.5.2 6.5.3

KJIlO'IeBhle <paKToPhI ycrrexa PMCKM

.IJ:ei1:cTBMH rro KOHTPOJIlO IIp06JIeM

6.6.1 6.6.2 6.6.3 6.6.4

Y1,a;eHTM<pMKa:O;MH M 3aIIJ1Ch IIp06JIeMhI KnaccM<pMKa:O;MH IIp06JIeMhI PaCCJIe,a;oBaHMe M ,a;MarHOCTMKa IIp06JIeMhI COBeThI rro KOHTPOJIlO IIp06JIeM

.IJ:ei1:cTBMH rro KOHTPOJIlO OIIIM60K

123 124

125 125 126 127 127 127 128 128 128 129 129 130 132 135 136 137

••••••••••

6.8

6.9

6.10

6.7.1 6.7.2 6.7.3

li1~eHTJ1(tnn;;:aU;11H 11 sarmcs OrrIJ160K Oneaxa orrmfiox

3aIIJ1Cb 06 YCTPaHeHJ1J1 OrrIJ160K

138 138 140

6.7.4 3aKpbIT11e OIIHf6KJ1 140

6.7.5 MOH11TOpJ1Hr IIp06JIeM 11 rrporpecca pa3peIIIeH11H oIIHf60K 140

6.7.6 COBeTbI rro KOHTPOJIlO OIII1160K 141

Yrrpe)K,D;alOID;ee YrrpaBJIeH11e rrp06JIeMaM11 142

6.8.1 6.8.2 6.8.3 6.8.4

AHaJI113 TeH~eHD;IDi:

Harrpaanerrae rrpezryrrpeznrrensmsrx ~eHcTBIDi:

COBeTbI rro yrrpeacnaroniexry YrrpaBJIeHJ1lO rrp06JIeMaMJ1 AHaJI113 xpyrrasrx IIp06JIeM

li1H¢opMaD;J10HHoe ofiecne-renae cJIylK6bI rroMeplKK11

6.9.1 IIpe~ocTaBJIeH11e yrrpaanerrxecxori 11H¢opMaD;J111

6.9. 2 Pacrrpezreareane J1H¢OpMaD;J1J1

MeTp11K11

6.10.1 6.10.2

OTQeTbI no KOHTPOJIlO IIp06JIeM/oIII1160K IIep11o~ecK11H ayznrr

6.10.3 COBeTbI rro COCTaBJIeH11lO MeTpJ1K

POJIJ1 nponecca YrrpaBJIeH11H rrp06JIeMaMJ1

6.11.1 Meaezrscep rrp06JIeM

6.11.2 Ilonnepaoca peIIIeH11H IIp06JIeM

IIp11JIolKeHJ1e 6A: IIpJ1Mep CTPYKTYPbI KO~OB ~JIH orrpenenenaa xareropaa IIp06JIeM/oIII1160K

IIp11JIolKeHJ1e 6B: AHaJI113 Kerraepa 11 Tpero

IIp11JIolKeH11e 6B: )];11arpaMMbI li1IIIJ1KaBbI

qacTb 7: YnpaBJIemt:e KOHclnlrypa~JlJIMJI

7.1 II;eJIb nponecca YrrpaBJIeH11H KOH¢mypaD;J1HM11

7.2 PaMK11 nponecca YrrpaBJIeH11H KOH¢11rypaD;J1HMJ1

6.11

7.3

7.4

OCHOBHble rrOHHT11H

7.3.1 7.3.2 7.3.3 7.3.4 7.3.5 7.3.6 7.3.7

7.3.8 7.3.9

7.3.10

142 143 144 144 145 145 145 146 146 147 147 148 149 149

151 153 155

157 157 157 158

IIJIaH11poBaHJ1e YrrpaBJIeHJ1H KOH¢11rypaU;11HM11 158

J1~eHT11¢J1KaU;11H KOH¢11rypaU;J1J1 11 YQeTHbIX ;meMeHTOB 159

KOHTPOJIb KOH¢11rypau;IDi: 160

YQeT craryca KOH¢11rypaU;J1J1 160

Bep11¢J1KaU;11H 11 ay~J1T KOH¢11rypau;IDi: 160

KOH¢mypaU;11oHHhIH 6a311c 160

KOH¢11rypaU;11oHHaH fiasa ~aHHhIX yxerrrsrx 3JIeMeHTOB

(CMDB) 161

B116JI110TeK11 rrporpasnraoro 06eCrreQeH11H 11 ~oKyMeHToB 162

B116JI110TeKa 3TaJIOHHOrO nporpasoraoro 06eCrreQeH11H

(DSL) 162

YrrpaBJIeHJ1e JI11u;eH311HMJ1 162

IIpeJ1MyID;eCTBa 11 B03MOlKHble rrp06JIeMbI

7.4.1 IIpe11MYID;eCTBa

163 163

••••••••••

7.4.2 B03M02KHhle rrp06JIeMhI 164
7.5 lIJIaID1poBaHMe M nnezrpemre 166
7.5.1 Ha'IaJIhHOe nnanapoeamre 166
7.5.2 COrJIaCOBaHMe u;eJIJ1, sana=r, sracurraoa, nprropsrreroa M
rrozrxona K nneztpenmo B COOTBeTCTBMM C Tpe6oBaHMJIMl1
6M3Heca 167
7.5.3 Ha3Ha'IeHMe Menezoxepa KOHCIlJ1rypau;IDl: M nnaanpoaaaae
rpyrmsr YrrpaBJIeHMR KOHcpmypaD;J1RMM 168
7.5.4 AHaJIJ13 cymecreyronmx CMCTeM 169
7.5.5 Paspafiorxa rrJIaHOB YrrpaBJIeHMR KOHcpmypaD;J1RMM M
rrpoexraposaaae CMCTeM 169
7.5.6 Tlonpofinoe IIJIaID1poBaHMe BHe,rweHMR 170
7.5.7 HarrOJIHeHMe CMDB M DSL 173
7.5.8 lIepeKJIIO'IeHMe aa aonsre nponeccsr 174
7.5.9 ,I(pyrMe BOrrpOChI, CBR3aHHhle C aaerrpenaesr 175
7.5.10 3aTpaThI 176
7.6 ,I(eMcTBMR 177
7.6.1 lIJIaID1poBaHMe Y rrpaBJIeHMR KOHcpnrypaD;J1RMM 177
7.6.2 J1,n;eHTMcpMKaD;J1R KOHcpnrypaD;J1M 178
7.6.3 KOHTPOJIh Y8 186
7.6.4 Y'IeT craryca KOHcpmypaD;MJ1 191
7.6.5 BepMcpMKaD;J1R M ay;n;MT KOHcpnrypau;IDl: 192
7.6.6 Pe3epBMpOBaHMe CMDB, apXMBhI M C.rrpKe6Hhle
;n;eMcTBMR 193
7.6.7 Ilpenocraanenae ycJIyr rro YrrpaBJIeHMIO KOHcpMry
paD;J1RMM 194
7.7 KOHTpoJIh rrpou;ecca 194
7.7.1 Y rrpaBJIeH'IeCKaR OT'IeTHOCTh 194
7.7.2 Kmo-rensre rrOKa3aTeJIM :3cpcpeKTMBHOCTM 195
7.8 B3aMMO;n;eMcTBMe C ,rwyrMMM rrponeccascr 196
7.9 Ilporpasoaasre cpeztcrna, CBR3aHHhle C rrponeccosr YrrpaBJIeHMR
KOHcpnrypaU;MRMM 199
7.9.1 CMcTeMa YrrpaBJIeHMR KOHcpMrypaU;MJIMl1 199
7.9.2 YrrpaBJIeHMe KOHcpMrypaU;MJIMl1 lIO 201
7.9.3 Ilozmepscxa YrrpaBJIeHMR M3MeHeHMJIMl1 M YrrpaBJIeHMR
peJIM3aMM 201
7.9.4 AY;!l;J1T KOHcpMrypau;IDl: 201
7.9.5 Kopnoparnnasre CMCTeMhI M cpencrna 201
7.9.6 ,I(pyrMe cpezicraa 202
7.10 B03;n;eMcTBMe HOBhIX TeXHOJIOrMM 203
7.11 PeKOMeH;n;aD;MJ1 rro YrrpaBJIeHMIO KOHcpMrypaU;MRMM 203
7.11.1 YpoBeHh KOHTPOJIR 203
7.11.2 BepcJ1J1 MJIJ1 BapMaHThI? 204
7.11.3 BhI60p cpencrn YrrpaBJIeHMR KOHcpMrypaD;J1RMM 205 vii.

• •••••••••

IIpMJIo)KeHMe 7 A: UeHTpaJIbHOe rroztpaaztenenae ITO YrrpaBJIeHMIO
M3MeHeHMflMM, KOH(pJfl'ypa~flMM M peJIM3aMM 206
IIpMJIo)KeHMe 7B: TMITWlHble ofiaaasraocra rpynnsr Yrrpaanenna
KOHcpMrypaIJ;MflMM 212
IIpMJIo)KeHMe 7B: PeKOMeHm'eMble aTpM6YTbI Y3 215
qacTL 8: YnpaBJIeHJle Jl3MeHeHJlHMJI 217
8.1 UeJIb rrponecca Yrrpaanemra M3MeHeHMflMM 217
8.1.1 Hasaaxenae 217
8.1.2 Ilepenoaon OITbIT 217
8.1.3 Yrrpaanenne rrpoexrascr/rrporpaeoaasor M YITpaBJIeHMe
M3MeHeHMflMM 217
8.2 PaMKM rrponecca YrrpaBJIeHMfl M3MeHeHMflMM 218
8,2,1 IIo'leMY M3MeHeHMfl Ba)KHbI 220
8.2.2 I'paHMIJ;bI Me~ pa3peIIIeHMeM M~~eHTOB M
YrrpaBJIeHMeM M3MeHeHMflMM 221
8.2.3 Paapafiorxa ITpMJIo)KeHMH M YrrpaBJIeHMe M3MeHeHMflMM 222
8.2.4 M3MeHeHJ1fl B 6M3Hece M YrrpaBJIeHMe M3MeHeHMflMM 223
8.3 OCHoBHble ITOHflTMfl 223
8.3.1 3arrpocbI na M3MeHeHMe 227
8.3.2 KOHcYJIbTaTMBHbIH KOMMTeT ITO M3MeHeHMflM 229
8.3.3 MeTpMKM M3MeHeHMH 231
8.3.4 CorJIaCOBaHHbIH rparpnx M3MeHeHMH M MO~eJIM
M3MeHeHMH 231
8.3.5 AYTcOpcMHr M YrrpaBJIeHMe M3MeHeHMflMM 233
8.3.6 IIJIaH KpMTM'lHbIX npocroen 235
8.4 IIpeMMYIIJ;ecTBa, sarpa'rsr M B03MO)KHble rrpofinesrsr 235
8.4.1 IIpeMMYIIJ;ecTBa 235
8.4.2 3aTpaTbI 236
8.4,3 B03MO)KHble ITp06JIeMbI 236
8.5 ,UeHcTBMfl 238
8.5.1 IIJIaHMpoBaHMe snerrpenna rrpouezryp OITepaIJ;MOHHOrO
YPOBHfl 239
8.5.2 PerMCTpaIJ;Mfl M cpMJIbTpaIJ;Mfl M3MeHeHMH 239
8.5.3 Haaaa-renne rrpaopnreros 240
8.5.4 Kareropnsarma M3MeHeHMH 241
8.5.5 Cofipaaaa CAB 242
8.5.6 OIJ;eHKa BJIMflHMfl M pecypcon 243
8,5.7 YTBep~eHMe M3MeHeHMH 244
8,5.8 COCTaBJIeHMe rpadnnca M3MeHeHMH 245
8.5.9 Cfiopxa, recraponanae M BHe~peHMe M3MeHeHMH 247
8.5.10 Cpo-nrsre M3MeHeHMfl 248
8.5.11 Cfiopxa, recraposaaxe M saenpeaae CPO'lHbIX
M3MeHeHMH 250
8.5.12 AHaJIM3 M3MeHeHMH 251
• viii ••••••••••

8.5.13

8.5.14

AHaJIYl3 rrpO,DyKTYlBHOCTYI YI 3<p<peKTYlBHOCTYI rrponecca YrrpaBJIeHYlH Yl3MeHeHYlHMYI

POJIYI YI 06H3aHHOCTYI

8.6

IIJIaHHpOBaHYIe YI BHe;weHYIe

8.6.1 Ra3HaQeHYIe POJIYI Meneztzcepa Yl3MeHemrn:

8.6.2 8.6.3

BhI60p CYlCTeMhI YrrpaBJIeHYIH Yl3MeHeHYlHMYI IIJIaHYIpOBaHYIe CYlCTeMHOro aHaJIYl3a

8.6.4 IIJIaHYIpOBaHYIe BHe;weHYlH

8.6.5 PyKOBO,llCTBO

MeTpYlKYI YI yrrpanneanecxaa OT'IeTHOCTh

8.7.1 AY.rIYIT ,lIJIH npoaepxn na COOTBeTCTBYle

Ilporpasorasre cpeztcrna

3HaQeHYIe YlCrrOJIh30BaHYlH HOBhIX TeXHOJIOrJ1H

8.9.1 BJIYlHHYle aa 6Y13HeC

8.9.2 TeXHOJIOrYlYI

8.7

8.8 8.9

qacTh 9: YnpaBJIeHHe peJIH3aMH

9.1 UeJIh rrpouecca YrrpaBJIeHYlH peJIYl3aMYI

9.2 PaMKYI npouecca YrrpaBJIeHYIH peJIYl3aMYI

9.3

OCHOBHhle rrOHHTYlH

9.3.1 PeJIYl3

9.3.2 9.3.3 9.3.4 9.3.5 9.3.6 9.3.7 9.3.8

9.3.9 9.3.10

IIOJIYlTYlKa YI rrJIaHHpoBaHYIe PeJIYl30B E,lIYIHJ1u;a PeJIYl3a

Yf,lleHTYI<pYlKaU;YlH PeJIYl3a

TYlIIhI PeJIYl30B

BYl6JIYlOTeKa 3TaJIOHHOrO IIO

CKJIa,ll 3TaJIOHHOrO annaparnoro o6eCrreQeHYIH (DRS) KOH<pYlrypaU;YlOHHaH fiaaa ,lIaHHhIX yxerrrsrx 3JIeMeHTOB (CMDB)

YrrpaBJIeHYIe C60PKOH TecTHpoBaHYIe

9.3.11 IIJIaH OTKaTa

IIpeYiMYID;eCTBa YI B03MO)KHhle rrporinexrsr

9.4.1 IIpeYiMYID;eCTBa

9.4.2 B03MO)KHhle rrpofinestsr

IIJIaHHpoBaHYIe YI BHe;weHYIe

9.5.1 IIJIaHHpoBaHYIe

9.5.2 BHe;weHYIe

9.4

9.5

9.5.3

9.6

,n;eHCTBYlH

9.6.1 ilJIaHHpoBaHYIe peJIYl30B

9.6.2 9.6.3 9.6.4

IIpOeKTYlpOBaHYIe, cfiopxa YI KOH<pYlrypaD;YIH PeJIYl3a IIpYleMKa PeJIYl30B

IIJIaHHpoBaHYIe passeprsraaaaa

252 253 255 255 256 256 256 257 259 261 262 263 263 264

267 267 268 269 269 270 271 272 272 274 275

275 276 276 276 278 278 279 281 281 289 291 292 292 292 294 295

••••••••••

9.6.5 KOMMYHJ1Ka~, rrO;n;rOTOBKa J1 o6yqeHJ1e 298
9.6.6 Pacrrpocrpaaenae J1 J1HCTaJIJIHU;J1H 299
9.7 KOHTpoJIb rrponecca 300
9.7.1 KJIIO'IeBhle rrOKa3aTeJIJ1 ocp<peKTHBHOCTJ1 300
9.7.2 YrrpaBJIeWIeCKaH OT'IeTHOCTh 301
9.8 CBH3J1 C ;n;pyrl1Ml1 rrponeccasra 301
9.8.1 YrrpaBJIeHJ1e KOH<pmypaU;J1HMJ1 301
9.8.2 YrrpaBJIeHJ1eJ13MeHeHJ1HMJ1 302
9.8.3 Tlporpasrstaoe otiecrre-reaxe pa3pa6oT"'IJ1KOB J1
rrOCTaBlll;J1KOB 302
9.8.4 YrrpaBJIeHJ1e rrpo6JIeMaMH J1 c.npK6a Service Desk 302
9.8.5 YrrpaBJIeHJ1e rrpoexraraa J1 PRINCE2 303
9.9 Crrell;J1aJIJ13HpOBaHHhle cpencraa ;n;JIH rrpouecca YrrpaBJIeHJ1H
peJIJ13aMJ1 303
9.9.1 Cpencrsa YrrpaBJIeHJ1H J13MeHeHIDIMJiI 303
9.9.2 Cpencrna YrrpaBJIeHJ1H KOH<pmypaU;J1HMJ1 303
9.9.3 Cpeztcrsa YrrpaBJIeHJ1H KOHcpmypall;J1HMH ITO
(SCM-cpe;n;CTBa) 303
9.9.4 Cpeztcrna yrrpaBJIeHJ1H C60PKOH 304
9.9.5 8JIeKTPOHHOe pacnpocrpaneaae ITO 305
9.9.6 Cpencrna rrpoaeneaxa ayznrra nporpasnaaoro J1
anrraparnoro ofiecrre=renrrn 307
9.9.7 Cpencrsa yrrpaBJIeHJ1H pa60"'lJ1MJ1 CTaHll;J1HMJ1 307
9.9.8 Cpezrcrna yrrpaBJIeHJ1H cepnepasra 307
9.10 B03;n;eMCTBJ1e HOBhIX TeXHOJIOrJ1:i1: 308
9.10.1 Byzryutee cpeztcra rrOMep2KKJ1 308
9.10.2 «TOHKJ1M KJIJ1eHT» 308
9.10.3 Maoroyposaeasre CJ1CTeMhI 308
9.10.4 J1HTepHeT- rrpJ1JI02KeHJ1H 309
9.10.5 06HOBJIeHJ1H ITO =repea J1HTepHeT 310
9.11 PeKoMeHlJ;a~ rro ycnemaoery YrrpaBJIeHJ1IO peJIJ13aMH 311
9.11.1 Y rrpannenae KOH<pmypall;J1HMJ1 311
9.11.2 Y rrpannenae J13MeHeHJ1HMJ1 312
9.11.3 YrrpaBJIeHJ1e peJIJ13aMJ1 312
9.11.4 BOrrpOChI rrpoeKTJ1pOBaHJ1H rrpJ1JIo2KeHJ1:i1: 312
9.11.5 PacrrOJI02KeHJ1e rrporpasrsraoro ofiecne-remra: "'ITO J1 rzte
cneztyer YCTaHaBJIJ1BaTh 313 ITpJ1JI02KeHJ1e 9A: KOHTPOJIhHaH Ta6JIJ1ll;a, J1CrrOJIh3yeMaH rrpn aHaJIJ13e

IIJIaHOB pa3BepThIBaHJ1H

ITpJ1JIo2KeHJ1e 9B: ITpHMep u;eJIeM YrrpaBJIeHJ1H peJIJ13aMH AJIH pacrrpezrenemrsrx CJ1CTeM

315

317

••••••••••

qacTb 10: Ilporpaerenrsre cpencrna YrrpaBJIeHHH yc.rryraMH

10.1 10.2

10.3

Bsenenae

319 320 320 321 322

323 323 323 324 324 324 325 325

TmThI rrporpaMMHbIX cpencrn

0606w;eHHbIe KpMTepMM Ou;eHKM rrporpaMMHbIX cpeztcrn

10.2.1 Tlporpasrsrasre cpezicraa YrrpaBJIeIrnH ycnyrasra

Ofiy-remre pafiore C rrpozryxrosr

qacTb 11: IIJIaHHpoBaHHe BHe~peHHH YrrpaBJIeHHH yc.rryraMH

11.4

11.5

IIpoeKT rro YrrpaBJIeIrnIO ycnyrasra

Paspaficrxa TeXHMKO-3KOHOMWIeCKoro 060CHOBaIrnH Oneaxa TeKyw;eM cMTyaU;MM

11.3.1

11.3.2 «Ilponepxa 3,n;OPOBbH»

06W;Me peKOMeH)l;aU;J1J1 rro rrJIaHMpoBaHJ1IO rrpoexra

11.4.1 11.4.2 11.4.3 11.4.4 11.4.5 11.4.6 11.4.7 11.4.8

XapaKTepMCTMKM rrpoexra

KOMMep"tJeCKoe 06ocHoBaHMe npoexra 326 KpMTJ1"t{eCKMe <paKToPbI ycrrexa M B03MO:lKHble rrp06JIeMbI 327

3aTpaTbI aa rrpoexr Opraaasanaa 0pMeHTaU;MH aa rrpoztyxr IIJIaHMpoBaHMe

IIJIaH K0MMYIrnKau;J1i1

328 328 329 329 330 331 331 332 332

AHaJIM3 rrpoexra M yrrpaanerrsecxaa OT"tJeTHOCTb

11.5.1 Or=rersr o xozte rrpoexra

11.5.2 Oneaxa rrpoexra

Ilocnerrpcexrrrsra aHaJlJ13

Ay,n;MT aa COOTBeTCTBMe C MCrrOJIb30BaHMeM rrapasrerpon Ka"tJeCTBa

333

11.1 11.2 11.3

11.5.3 11.5.4

11.5.5

11.5.6

Ay,n;MT aa rrpemter YJlY'lIIIeIrnM C MCrrOJIb30BaIrneM KJIIO"tJeBbIX

noxaaarerreji 3<p<peKTMBHOCTM 333

Y rrpaanemrecxaa OT"tJeTHOCTb

334

12.1 12.2

337 337 340

343 343 345

353 353

CCbIJIKM

,[(pyrMe MCTO"tJIrnKM

IIpHJIolKeHHe A: TepMHHOJIOrHH

A.1 A.2

CIIJ1COK coxpameaaz I'noccapan TepMMHOB

B.1

IIpHJIolKeHHe B: TeOPHH H npaarmca nponeccoa

B.2

Teopna rrponeccon

B.1.1 OpraIrn3aIJ;J1H, opMeHTMpoBaHHaH aa rrpozryxr 353

B.1.2 Ha rryrM K rrponeccno-oprrenrrrponaaaoji OpraIrn3aIJ;J1J1 354

B.1.3 Tlponeccasra nozrxon 354

IIpMMep ,n;JIH M3y<IeIrnH Mo,n;eJIMpoBaIrnH rrpouecca: IIoMepLKKa

ycnyr,

356

• ••••• 1111111111

B.2.1 Baeztemre 356

B.2.2 Tloztxon 357

B.2.3 AHaJIM3 nponecca 357

B.2A Bsrsonsr 360

IIpHJIOlKeHHe B: BHeApeHHe rrponeccoa YnpaBJIeHHH YCJIYraMH - aa 'ITO

CJIeAYeT 06paTHTL BHHMaHHe 361

B.1 B.2

B.3

BA

B.5 B.6

B.7

"9:eJIOBeqeCKMe pecypcsr Bpesra

361 361 362 362 363 363 363 364 364 364

Bnezrpemre npouecca

I1pMMeHHMocTb / MaCITITa611pyeMocTb

B.2.1 Kpymrsre M He60JIbITIMe VfT-no;n;pa3;n;eJIeHM.fI

I1poeKTbI aneztpenaa rrponecca: KOHTpOJIbHa.fl Ta6JIMu;a

B.3.1 Tlponeztypsr

B.3.2 3aBMcMMocTM

B03;n;ei1cTBMe aa opraaaaauaro

BA.1 VfepapXMqeCKa.fl crpyxrypa

r1.3 r1.4

BA.2 Marpasnaa opranaaatraa 364

BA.3 CaMoo6yqalOIIJ;MeC.fI rpynnsr (ynpaanenae aa OCHOBe

TPeHMHTa) 364

r2.1 r2.2 r2.3

3Tan 4 3Tan 5 3Tan 6

365 366 366 366 366 367 367 367 367

369 369 369 370 371 372 373 373 373 375

B.3.3 B.3A

BeHqMapKMHr

I1pMMep crparerna aaezrpeaaa

B.6.1 3Tan 1

B.6.2 3Tan 2

B.6.3 3Tan 3

B.6A B.6.5 B.6.6

Y JIyqITIeHMe npouecca

IIpHJIolKeHHe T: Ka'leCTBO

r2

YnpaBJIeHMe KaqeCTBOM

r1.1 ,I(eMMHr

r.I.2 ,[QKypaH

Kpocfia Six Sigma

HOBOBBe;n;eHM.fI no yrrpaanemno KaqeCTBOM

Craazraprsr xasecrsa

TOTaJIbHa.fl CMCTeMa ofiecne-reaaa xauecraa: EFQM Harpazrsr aa KaqeCTBO

IIpHJIolKeHHe ,n:: IIpHMep aHaJIH3a sarpar H npeasrymeera AJIH nponeccon YnpaBJIeHHH YCJIyraMH

IIpHJIolKeHHe E: MOAeJiL nponeccon IIoMeplKKH YCJIYr Index

379 383 385

• xii

•••••• 11\111111111

B aacroamee BpeMfl OpraHM3aU;J1J1 BCe xame CTaJIKJ1BaIDTCfl C TeM, 'ITO ,lI;JIfl Y,lI;OBJIeTBOpeHMfl rroTpe6HOCTeM 3aKa3qJ1KOB J1M rrpJ1XO,ll;J1TCfl rrOJIb30BaTbCfl YCJIYraMJ1 B crpepe li1T. 3TJ1M 06'bflCHfleTCfl nospacrarornaa rrOTPe6HOCTb B BbICOKOKaqeCTBeHHbIX li1T-ycJIyrax, COOTBeTCTByrom;JfX Tpe60BaHMflM 6J13HeCa J1 rrOJIb30BaTeJIeM.

CaMbrn paCrrpOCTPaHeHHbIM B MJ1pe nozrxozr K YrrpaBJIeHMID li1T-YCJIYraMJ1 rrpeztnaraer BJ16JIJ10TeKa ITIL (IT Infrastructure Library) OT OGC. BJ16JIJ10TeKa ITIL cozrepaorr e)J;J1Hbrn Ha60p JIY'iIIIJ1X rrpaKTJ1'l:eCKJ1X MeTO,ll;OB, onpofioaamrsrx rOCY,ll;apCTBeHHbIMJ1 J1 qaCTHbIMJ1 OpraHM3aU;J1flMJ1 acero M11pa. BJ16JIJ10TeKa zrorro.naaerca rrpouenypaxa CepTJ1cpJ1KaU;J1J1, aKKpe,ll;J1TOBaHHhIMJ1 yqe6HbIMJ1 u;eHTPaMJ1 J1 OpraHM3aU;J1flMJ1, a TaIOKe Cpe,ll;CTBaMJ1 ,lI;JIfl BHe,!J;peHJ1fl J1 aHaJIJ13a.

Bo6 ACc11paTJ1 (Bob Assirati) ~J1peKTopli1T-rro,!J;pa3,l1;eJIeHMfl Office of Government Commerce

MaM 2000 r,

xiii •

• •••••••••

• xiv

•••••••• 1111 II

M,Ll;eR, CTOR~aR aa pa3pa6oTKOM BM6JrnOTeKM ITIL, OCHOBbIBaeTCR aa OC03HaBaHMM TOrO, 'ITO ,Ll;JIR ,Ll;OCTJ12KeHMR KOprrOpaTMBHbIX n;eJIeM M Y,Ll;OBJIeTBOpeHMR rroTpe6HOCTeM 6M3HeCa OpraHM3an;MM CTaHOBRTCR BCe 60JIee 3aBMCMMbIMJ1 OT MT. 3Ta 3aBMCMMOCTb rrpMBO,Ll;MT K noasnrreaaro crrpoca na Ka'IeCTBeHHble MT-YCJIYrM, rrprrsesr yposem, Ka'IeCTBa ,Ll;OJDKeH COOTBeTCTBOBaTb Tpe60BaHMRM 6M3HeCa M rrOJIb30BaTeJIeM rro Mepe IDe pa3BMTMR.

3TO CrrpaBe,Ll;JIMBO ,Ll;JIR OpraHM3aIJ;MM BCeX TMIIOB M paassepoa, 6Y,Ll;b TO Han;MOHaJIbHOe rrpaBMTeJIbCTBO, Me:tKHaD;MOHaJIbHbIM KOHCOpn;MYM, KOMrraHMR C MHO:lKeCTBOM rrpe,Ll;CTaBMTeJIbCTB, rzre YCJIYrM MT OKa3bIBaIDTCR KaK n;eHTpaJrn30BaHHO, TaK M aa MeCTHOM ypoaae, rrOCTaB~MK YCJIYr aa YCJIOBMRX aYTCOpCMHra MJrn KOMIIaHMR C O)l;HMM o<lmcoM M e,Ll;MHCTBeHHbIM COTPY,Ll;HMKOM, 3aHMMaID~MMCR MT. B JIID60M cJIY'Iae Heo6xo,Ll;MMO rrpe,Ll;OCTaBJIRTb MaKCMMaJIbHO Ka'IeCTBeHHble M aaneacasre YCJIYrM, y,Ll;OBJIeTBOpRID~Me Tpe60BaHMRM 3aKa3'IMKOB.

YrrpaBJIeHMe MT-ycJIYraMM BKJIID'IaeT B Ce6R rrpe,Ll;OCTaBJIeHMe M nonaepacsy YCJIYr MT, OTBe'IaID~IDe rroTpe6HOCTRM OpraHM3aD;MM. BM6JrnOTeKa ITIL rrpeztnaraer rrOJIHbrM, rrOCJIe,Ll;OBaTeJIbHbrM M COrJIaCOBaHHbrM Ha60p JIY'IIIIIDe rrpaKTWieCKIDe MeTO,Ll;OB ,Ll;JIR nponeccoa YrrpaBJIeHMR MT-ycJIyraMJ1. TeM CaMbIM BM6JIMOTeKa ITIL CO,Ll;eMcTByeT rrOBbIIIIelUflO 3<p<peKTMBHOCTM M rrpO.LIYKTMBHOCTM MCrrOJIb30BaHMR MH<pOpMan;MOHHbIX CMCTeM. IIpOn;eCCbI ITIL rrOMep:lKMBaIDT 6M3HeC-rrpOn;eCCbI OpraHM3aD;MM, HO He ,Ll;MKTyroT IDe. IIocTaB~MKM MT-ycJIYr CMorYT rrOBbICMTb Ka'IeCTBO CBoeM pa60TbI, O,Ll;HOBpeMeHHO rrpemrpamoaaa ,Ll;eMCTBMR rro YMeHbIIIeHMID sarpar MJIM, KaK MMHMMYM, Y,Ll;ep:lKaHMID IDe aa TOM xce yponae.

,UJIR Ka:lK,Ll;OrO M3 rrponeccos, OIIMCaHHbIX B ,Ll;aHHOM KHMre, YKa3bIBaIDTCR ozraa MJIM HeCKOJIbKO pOJIeM, xoropsre MrpaIDT pa60THMKM KOMrraHMM npa BbmOJIHeHMM CBOIDe <PYHKn;Mi1. Heo6xo,Ll;MMO OTMeTMTb, 'ITO B opraHM3aD;MM O,Ll;MH 'IeJIOBeK MO:lKeT OTBe'IaTb cpasy sa HeCKOJIbKO pOJIeM (XOTR B KHMre YKa3bIBaIDTCR CJIY'IaM, xorzra aexoropsre porta 06'be,Ll;MHRTb He:lKeJIaTeJIbHO) MJIM HeCKOJIbKO COTPY)l;HMKOB MOryT MrpaTb O,Ll;HY M TY :lKe POJIb. CMbICJI TaKoro pacnpezreneaaa pOJIeM 3aKJIID'IaeTCR B pacrrpezreneaaa OTBeTCTBeHHOCTM, a He B C03,Ll;aHMM OpraHM3an;MOHHOM CTPYKTypbI. •

IIpOn;eCCbI, OIIMCaHHble B ,Ll;aHHOM KHMre, rrOMep:lKMBaIDTCR M B3aMMOCBR3aHbI CO CBO,Ll;OM rrpaKTWiecKMX peKOMeH,Ll;an;MM ,Ll;JIR opraHM3an;MM yrrpaBJIeHMR MT-ycJIYraMM (PD0005) BpMTaHCKoro MHCTMTYTa CTaH,Ll;apTOB (British Standards Institution, BSI), KOTOPbIM, B CBOID oxepezrs, rrO,Ll;KpeIIJIReTCR CTaH,Ll;apTOM Ka'IeCTBa IS09000.

Ilpaaezreansre B ,Ll;aHHOM KHMre peKOMeH,Ll;an;MM Bo6paJIM B ce6R OIIhIT uenoro pazra asropos, pafiorarourax B 'IaCTHOM cexrope yrrpaanenaa MT-ycJIYraMM. ABTopaMM TeKCTa RBJIRIDTCR:

MMXMJI BepKXaYT (Michiel Berkhout) POM Xappoy (Roy Harrow)

Pink Elephant

Friends Provident, a raxace PYKoBO,Ll;MTeJIb rpynnsr cnennanacroa rro YrrpaBJIeHMID KOH<pMrypaD;MRMM B BCS

• ••••••••• 111\1

Bpaaaa ,IVKOHCOH (Brian Johnson) Pink Elephant

Illi1pJrn JIei1:cH (Shirley Lacy) Change IT Ltd

Bepaoa JIJIO~ (Vernon Lloyd) Ultracomp

,1l0H IIei1:,wK (Don Page) Marval Software

Mapx BaH-IYTeM (Marc van Goethem) Pink Elephant

XaHC BaH-,ZI;eH-BeHT (Hans van den Bent) PinkRoccade IT Management

Iyyc BeJITep (Guus Welter) Pink Elephant

3Haq}{TeJIbHbm: BKJIa,Zl; B MO,Zl;eJIHPoBaHHe nponeccos BHeCJrn:

reM <poc6pYK (Gail Fosbrook)

EDS

,1l3BH,ZJ; XHHJrn (David Hinley)

DS Hinley Assoc.

YrrpaBJIeHHe H KOOp,ZI;HHa:u;mo npoexra ocyurecranan Bpaaan ,1l}KOHCOH H3 Pink Elephant.

BOJIbIIlOe KOJIWleCTBO BHYTPHrocY,Zl;apCTBeHHbIX H Me}K,ZJ;yHapO,ZJ;HbIX MeporrpIDITHH no ofiecnexeamo xaxecraa (QA) 6bIJIO nposeneao cnenaanacraraa aGC H itSMF. aGC H Pink Elephant XOTeJIH 6bI oc060 n06JIarO,Zl;apHTb CJIe,u;yroI.I.J;HX JIH:u;, nOTpaTHBIIlHX HeMaJIO BpeMeHH H YCHJIHH (3Ha"'lHTeJIbHO 60JIbIIle, "'IeM Tpe60BaJI OT HHX ,ZI;OJlI'!) aa rrposepxy xaxecraa MaTepHaJIOB:

,1leifB BmII'XeM (Dave Bingham)

DMR Consulting Group

TOHH Bpy (Tony Brough) MapTHH Kapp (Martin Carr) KeBHH E. 3JIJrnc (Kevin E. Ellis)

Exel Logistics

aGC

AHaJrnTHK no HH<popMa:u;HOHHbIM TeXHOJIorHRM perHOHaJIbHOrO OT,ZI;eJIeHIDI / Union Gas Ltd., r. Canfiepn, Oarapno, Kaaazta

Kapea M. <peppHc (Karen M Ferris)

ProActive Services Pty Ltd

M3PH <PHIIlJrn (Mary Fishleigh)

HeBHJIb rpHHXaJIb (Neville Greenhalgh) ,IVKOH I'pysr (John Groom)

F.I.Group H itSMF

Documentation Services

aGC

JIeKc XeH,ZI;pHKc (Lex Hendriks)

EXIN

Mapx XOY,Zl;c (Marc Hodes) XHJIapH XOJIMaH (Hilary Holman) CTHB I1HrOJIJI (Steve Ingall)

Fidus

F.I.Group

Ultracomp

Moapa I1HrxeM (Moira Ingham)

F. I. Group

TOM AHBHCOH (Tom Ivison)

Siemens Business Services

,1l3BH,ZJ; ,1l}KOHCTOH (David Johnston)

Fox IT

• xvi

••••••••••••

KpMC KMJIIDIT (Chris Keeling) BJIa.n;mmp Kyrpaep (Vladimir Kufner)

KPMC JIMTJIBY.n; (Chris Littlewood) AMBOP Mazrpep.netra (Ivor Macfarlane) Bepnapzt MeJIcoH (Bernard Melson) cpJ1JI MOHTeHepo (Phil Montanaro)

,lJ;1KOH IIaJIMep (John Palmer)

JIYK Ilerepc (Louk Peters)

Peae IIocTYMYc (RenO Posthumus)

,lJ;oBM.n; IIyJITopaK (David Pultorak)

Mapcern, PMcneHC (Marcel Rispens)

KOJIMH PYM (Colin Rudd)

cppaHcMc Cxaprp (Frances Scarff)

Maarppen TOJIJI (Manfred Talle)

BpJ1,ll;1KJ1T BeWi (Bridget Veitch)

,lJ;oBJ1,II; YMJI,II;OH (David Wheeldon) KOHTaKTHaA liIHcpOpMaUliIA

Insight Consulting.

Logica

F.I.Group

Axios Systems Ltd

ImagoQA

EDS

Merant

PinkRoccade IT Management

Mainland Sequoia

Visalign, CIIIA

Rabobank Nederland Securities Services

IT Enterprise Management Ltd. (itEMS)

OGC

IT Service Manager, Kivision bv

F.I.Group

Ultracomp

IIo.n;p06H)11O MH<p0pMaU;J1l0 060 scex MaTepMaJIaX, rry6JIJ1KYeMbIX B ceprra ITIL, M01KHO HaMTM aa cairre www.itiLco.uk

,lJ;onOJIHJ1TeJIbH)11O MH<p0pMau;J1lO 06 oTJ'IX M ztpyrnx npozryxrax OGC M01KHO HaMTM aa web-cajrre OGC no azrpecy: www.ogc.gov.Uki . .lJ;pyrMeKOOp.ll;J1HaTbI .n;JIJI CBJ:l3M:

OGC Service Desk Rosebery Court

St Andrews Business Park Norwich

NR70HS

BeJIMK06pMTaHMJ:I

TeJI.: +44 (0)845 000 4999

Email: ServiceDesk@ogc.gsLgov.uk

xvii.

• ••••••••• 1111

• xviii

••••••••••••

D BBe.o.eHlI1e

,I1;aHHaR KHMra OTHOCMTCR K CepMM KHMr, M3,n;aBaeMOM B COCTaBe 06HOBJIeHHOM BM6JIMOTeKM ITIL, B KOTOPOM o606rn;eH nepenoson OIIhIT B 06JIaCTM rrOMep2KKM M rrpe,n;OCTaBJIeHMR MT-ycJIYI'. M XOTR 3Ty KHMry MOJKHO qMTaTh KaK caMOCTORTeJIhHOe M3,n;aHMe, ~IIIe MCrrOJIh30BaTh ee COBMeCTHO C ,n;pyrMMM KHMraMM BM6JIMOTeKM ITIL. 'YrrpaBJIeHMe yCJIYI'aMM rrpeztcraanaer C060M o6rn;yro KOHu;eIrn;IDO, M pexosreanamor B 06HOBJIeHHOM BM6JIMOTeKe ITIL HOCRT o606rn;eHHhIM, YHMBepCaJIhHhIM xapaxrep. KpOMe Toro, 3TM peKOMeH,n;aU;MM MaCIIITa6MpyeMhI, TO ecrs OHM nozrxozrar KaK ,n;JIR He6oJIhIIIMX, TaK M ,n;JIR xpynasrx opraHM3aU;MM. Merozrsr, onxcaaasre B 3TOM KHMre, rrozrxonar M ,n;JIR pacrrpene.nemrsrx, M ,n;JIR u;eHTpaJIM30BaHHhIX CMCTeM, KaK co6CTBeHHOM paapafiorxn, TaK M rrOCTaBJIReMhIX BHeIIIHMMM KOMrraHMRMM. 3TM MeTo,n;hI He RBJIRroTCR rpOM03,n;KMMM M He rrpMBo,n;RT K ,n;orrOJIHMTeJIhHOM 6ropoKpaTMM rrpM pa3YMHOM noztxozre K sneztpeaaro HOBhIX MeTo,n;OB pa60ThI M rrOJIHOM OC03HaHMM 6M3Hec-rrOTpe6HOCTeM BaIIIeM opranasamor.

6V16m1lOT9Ka ITI L

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IIPJ1qMHhI TaKoro ycrrexa 06'hRCHRroTCR HYDKe.

1.1.1 Deleted

1.1.2 nepe,Q,OBOM onsrr

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BM6JIMOTeKa ITIL OIIMChIBaeT cxexry OpraHM3aU;MM 'YrrpaBJIeHMR yCJIYI'aMM. TMrrOBhIe Mo,n;eJIM onxcsrsaror u;eJIM, OCHOBHhIe ,n;eMCTBMR, a TaK)Ke BXO,ll;HhIe M BhIXO,ll;HhIe napasserpsr pa3JIJ1qHhIX rrponeccon, xoropsre MoryT 6hITh nnezrpeasr B MTnozrpaazrenenaax. B BM6JIMOTeKe ITIL He pacrracsraarorca nozrpofino nee ,n;eMCTBMR, xoropsre cneztyer BhmOJIHRTh B rrOBCe,ll;HeBHOM pafiore, TaK KaK B 3TOM Y Ka)K,ll;OM OpraHM3aU;MM ecrs CBOM oco6eHHoCTM. Bsrecro aroro OCHOBHoe BHMMaHMe y,n;eJIReTCR

•••••••••••

IIOMEPLKKA YCJIYI'

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1.1.3 CTaHAapT ,Qe-cpaKTO

K cepeznrae 1990-x ronoa BM6JIJ10TeKa ITIL 6hIJIa rrpnaaana BO BceM MHpe KaK craaztapr ne-cpaxro B 06JIaCTM YrrpaBJIeHHR ycrryraxa. CYID;ecTBeHHhIM rrpeMMYID;ecTBoM sceofirnero rrpM3HaHHR RBJIReTCR yHHBePCaJIhHhrn R3hIK. B KHMrax OIlJ1ChmaeTCR fio.nsnroe KOJIWieCTBO TepMHHOB, rrpamorsaoe MCIIOJIh30BaHHe KOTOPhIX I10MOraeT pa60THMKaM YfT-I1o,n;pa3,n;eJIeHJ1i1: I10HHMaTh ztpyr zrpyra.

Ba2KHaR sana-ra rrpoexros BM6JIMOTeKM ITIL - HayqMTh JIlO,n;eif o6ID;aThcR na TaKOM yHHBepCaJIhHOM R3hIKe. YfMeHHo I103TOMY o6yqeHMe RBJIReTCR OCHOBOIlOJIaraIOID;HM KOMIIOHeHTOM rrporpason,r BHe,n;peHHR HOBhIX MeTo,n;OB MJIJ1 J1X COBepIlIeHCTBOBaHHR. IIpoeKT M02KeT 6hITh YCIIeIlIHhIM JIJ1I1Ih Tor,n;a, xorzta ace yqacTHHKM MCIIOJIh3)'lOT 3TOT yicrsepcansnsra R3hIK.

1.1.4 nOAXOA, OpMeHTMpOBaHHblM Ha Ka~eCTBO

B rrpOIlIJIOM MHOrMe YfT-I1o,n;pa3,n;eJIeHHR opMeHTHpOBaJIMCh na coficraeansre Hy)K)l;hI M KOHn;eHTPHpOBaJIJ1Ch B OCHOBHOM aa rexaaxecaax aorrpocax. Cerozma opraHH3aD;J1J1 rrpe,n;~RBJI.HIOT 3HaQMTeJIhHO 60JIee BhlCOKMe Tpe60BaHHR K KaqeCTBY yc.rryr, M 3TM TPe60BaHJ1.H MeH.HIOTCR co apesreaesr. 3TO 03HaQaeT, QTO ,n;JIR y,n;OBJIeTBOpeHMR TaKMX TPe60BaHMif YfT-I1o,n;pa3,n;eJIeHH,fIM Heo6xo,!l;J1MO cocpenoro-urrsca aa KaQeCTBe yCJIyr M MCIIOJIh30BaTh B cBoeif pa60Te I10,n;xo,n;, B 60JIhIlIeif CTeIleHM OPMeHTHpOBaHHhrn Ha 3aKa3QJ1Ka. BOIlPOChI 0 sarparax CTaHOBRTCR nee 60JIee rrpMopMTeTHhIMM, TaK2Ke KaK M <i>opMHpoBaHHe 60JIee ,n;eJIOBOrO nozrxona K rrpeztocraanemno yc.rryr YfT.

Oco6oe BHHMaHHe BM6JIJ10TeKa ITIL yztezraer B3aHMOOTHOIlIeHJ1IO rrOCTaBID;MKa yc.rryr C 3aKa3QMKOM. 3TO 3HaQMT, QTO YfT-rro,n;pa3,n;eJIeHMe o6R3aHo rrpe,n;OCTaBJIRTh ace COrJIaCOBaHHhle C 3aKa3QJ1KaMH ycnyrn, QTO rrozrpasyaeaaer TeCHhle CBR3M Me2K,!l;y YfTrrozrpaaneneanesr, ero 3aKa3QMKaMH M naprrrepamz.

IIpOn;eCChI raxrnxecxoro YPOBHR OTHOCRTCR K B3aHMOOTHOIlIeHH,fIM Me2K,!l;y YfTnozrpasneneaaea M ero 3aKa3QJ1KaMM. Tlpenocraaneaae yc.rryr QaCTJfLIHO BKJIlOQaeT paapafiorxy CorJIaIlIeHJ1i1: M MOHHTOPMHT noxasarenen B COOTBeTCTBMM C 3TMMM COrJIaIlIeHHRMH. B TO 2Ke BpeMR aa OIlepaD;J10HHOM yponae rrponeccsr IIOMep2KKJ1 yc.rryr M02KHO paccsrarprraarr, KaK BhIIIOJIHeHHe pafior, OIlMcaHHhIX B 3TMX

•••••••••• 1111

COrJIaIIIeHHRX. Ha KruK,ZI;OM H3 ypOBHeH MOJKHO 06Hap)'1KJ1Tb T~CHbIe B3aHMOCBH3H C CHCTeMaMH ooecnexeaaa xaxecrsa, TaKHMH KaK IS09000, H C KOMIIJIeKCHbIMH CTpYKTYPaMH 06eCrreqeHHH KaqeCTBa, TaKHMH KaK MO~eJIb ynpaBJIeHHH KaqeCTBOM EBpOrreHCKOrO ¢o~a ynpaBJIeHHH KaqeCTBOM (EFQM). BH6JIHOTeKa ITIL ofiecnexaaaer rrOMepJKKY 3TJ1X CHCTeM ooecnexeaaa xa=recraa, rrpe~OCTaBJIHH OIIJ1CaHHH rrponeccos aa OCHOBe rrepeztoaoro OIIbITa B 06JIaCTH ynpaBJIeHHH YfTYCJIYraMH, 'ITO rr03BOJIHeT 6bICTPO rrpOHTH CepTH¢HKau;mo B ISO.

,norrOJIHHTeJIbH)'lO HH¢opMau;mo rro yrrpaaneamo KaqeCTBOM MOJKHO HaHTH B IIpHJIo)KeHHH I'. B qHCJIe OCHOBHbIX rrpeHMYIIJ;ecTB MOJKHO OTMeTHTb:

• rrpezrocranaeane ycnyr 60JIee BbICOKoro xa=recraa:

• KaqeCTBO ycnyr, 060cHoBaHHoe C TOqKH 3peHHH sarpar;

• COOTBeTCTBHe ycnyr TPe60BaHHHM 6H3Heca, 3aKa3qHKa H IIoJIb30BaTeJIH;

• HHTerpHpoBaHHbIe u;eHTpaJIH30BaHHbIe nponeccsr;

• 3HaHHe BCeMH pa60THHKaMH CBOJ1X pOJIeH H 06H3aHHocTeH B xone rrpe~oCTaBJIeHHH ycrryr;

• H3BJIeqeHHe YPOKOB H3 rrpoIIIJIOrO OIIbITa;

• HarJI~Ie rrOKa3aTeJIH 3¢¢eKTHBHocTH.

•••••••• lIi\I

IIOMEP2KKA YCJIyr

1.1.5 <l>0PYM itSMF

<POPYM ITSM (IT Service Management Forum, itSMF) 6bIJI yapeacztea ,n;JIJI rrOMep2KKM YUi)zyCTpMM YrrpaBJIeHMJI MT-yc.rryraMM M OKa3aHMR BJIMRHMR na aee. Bnarozrapa 60JIbliiOMY KOJIW:IeCTBY y-racraaxos 3TOT <poPYM crrocoficrsyer pacrrpocrpaaeaaro JIyqIIIMX rrpaKTJ1qeCKMX MeTo,n;OB B OTpaCJIM M RBJIReTCR MHMQMaTopoM 06HOBJIeHMM BM6JIMOTe:rrn: ITIL.

PeCTpYKTYp~3aU~R 6~6n~OTeK~ ITIL

KOHQeIIQMR ynpaaneana MT-yc.rryraMM B QeJIJIX cOBepIIIeHcTBOBaHYlR 6M3Hec<PYHKQYlM KOMrraHMYl He HOBa: OHa B03HMKJIa paasme, 'ieM ITIL. O,ll;HaKO M,lI;eR 06'be,n;MHeHYlR B oznry CMCTeMY scero nepenosoro onsrra YrrpaBJIeHMR yczryrasm 6bIJIa pa,n;MKaJIbHO HOBOM. B nepsoa cepna KHMr BYl6JIMOTeKM ITIL 6bIJI o606IQeH onsrr YrrpaBJIeHMR ycnyrasor C TO'iKM 3peHYlR MT-rro,n;pa3,n;eJIeHMR, HO He,n;OCTaTO'iHO BID1MaHMR y,n;eJIRJIOCb TOMY, 'iTo6bI npnanexs BHMMaHMe 6Yl3Heca. LI:JIR YCTpaHeHYlR paapsrsa Me)l{)zy 6Yl3HeCOM M yrrpaaneaaesr MT-yc.rryraMYl 6bIJIa asmyruena cepna «Bnaaec-rrepcnexrnaa», KOTopaR, XOTR M MMeJIa ycrrex, rrpYlIIIJIaCb aa nepnozr, Kor,n;a rrepnsre KHMrM BYl6JIMOTeKYl ITIL B HeKOTopbIX 06JIaCTJIX Y2Ke yCTapeJIM. B CBR3Yl C 3TMM HOBaR cepna ae OKa3aJIa CYIQeCTBeHHoro BJIMRHMR aa PbIHOK, HO nocnyacma KaTaJIM3aTOpOM ,n;JIJI YlH)zyCTpMM YrrpaBJIeHYlR yc.nyrasra.

••••••••••

BM6JIMOTeKa ITIL nOHBMJIaCh B KOHu;e 1980-x rOp;OB M CHa'IaJIa BKJIID'IaJIa B cefia ztecars OCHOBHhIX KHJ1T no HaM60JIee BaJKHhIM aonpocasr Ilozrzrepacxa ycrryr M IIpep;ocTaBJIeHMH YCJIYr. BnOCJIep;CTBMM K 3TMM OCHOBHhIM KHMraM 6hIJIO p;06aBJIeHO erne 30 TOMOB, nOCBHru;eHHhIX BceB03MOJKHhIM aorrpocan OT MOHTaJKa cern zto YnpaBJIeHMH nerrpepsraaocrero 6M3Heca. B paxrxax TeKyru;eM pep;aKU;ID1 BM6JIMOTeKa ITIL 6hIJIa pecTpYKTYPMpoBaHa B u;eJIHX yrrporueaaa zrocryrra K MHcpopMaU;MM, He06xop;MMOM P;JIH ynpaBJIeHMH YCJIYraMM. LJ:T06hI M36eJKaTh p;y6JIMpOBaHMH MHcpopMaIJ;J1M M ynpOCTMTh nOMCK, OCHOBHhle KHMrM 6hIJIM 06'hep;MHeHhI B zrsa TOMa, B KOTOPhIX paccraarprraarorca aonpocsr IIoMep:arn::M yczryr M IIpep;ocTaBJIeHMH YCJIYr. Kpoxre roro, MaTepMaJIhI 6hIJIM MCnpaBJIeHhI M ztopafioransr, 'IT06hI 06eCne'IMTh CBH3HOCTh M3JIOJKeHMH M 60JIee BHMMaTeJIhHO paccsrorperr, cooTBeTcTBYIDru;Me 06JIaCTM. Haxonen, MaTepMaJIhI 6hIJIM nepepafioransr, 'IT06hI B HMX yp;eJIHJIOCh 60JIhIlle BHMMaHMH ynpaBJIeHMID MHcppacTpYKTypOM C TO'IKM 3peHMH 6M3Heca, a TaKJKe P;JIH p;OCTMJReHMH 60JIhIllerO 3cpcpeKTa rrpn MCnOJIh30BaHID1 BM6JIMOTeKM COBMeCTHO C HOBhIMH PYKOBop;cTBaMM no l1C, ony6JIMKOBaHHhIMM CCTA.

Ileneaas aY.QHTOpHA

,[(aHHaH KHMra aztpecoaana ncex, KTO y=racrayer B npep;OCTaBJIeHMM MJIM nOMepJKKe ycnyr, IIpMrop;J1TcH OHa M PYKOBop;MTeJIHM, OTBe'IaIDru;MM sa rroacezraeanoe YnpaBJIeHMe YCJIYraMH l1T BHyTpM opraHM3aU;ID1 MJIM aa YCJIOBMHX aYTCOpCMHra, a TaKJKe TeM, KTO 3aHMMaeTCH orrperte.nemrexr HOBhIX rrponeccon MJIM M3MeHeHMeM YJRe cyru;eCTBYIDru;MX. 3Ta KHMra 6yp;eT nOJIe3Ha PYKOBop;MTeJIHM npeznrpxarrrti P;JIH nOHMMaHMH roro, KaK opranasyerca npep;OCTaBJIeHMe M nozmepacxa l1T-ycJIYr, M P;JIH 03HaKOMJIeHMH C nepenonsra onhITOM B 3TOM 06JIaCTM. PYKoBOp;MTeJIHM opraanaarraa-nocraanraxos mrrepecno 6yp;eT 03HaKOMMThCH C KHMrOM rrpn 3aKJIID'IeHMM COrJIaIlleHMM 0 npep;oCTaBJIeHMM M nonnepacxe YCJIYr.

Haaarauua no 5H6nHoTeKe ITIL

IIocJIe KOHcYJIhTaU;MM C opraHM3aU;MHMM, 3aHMMaIDru;MMMCH YnpaBJIeHMeM YCJIyraMM, M rpyrmaxnr IIoJIh30BaTeJIeM CCTA pa3pa60TaJIO p;MarpaMMY, nOKa3aHHYID na PMcYHKe 1.1. 3Ta znrarpaeeaa MJIJIlOCTpMpyeT p;eJIeHMe HOBOM 6M6JIMOTeKM aa nHTh OCHOBHhIX B3aMMOCBH3aHHhIX pa3p;eJIOB, KaJKp;hIM M3 KOTOPhIX 'IaCTM'IHO nepexpr-raaer 'IeThrpe zrpyrnx. B 'IMCJIe 3TMX pa3p;eJIOB:

• «BM3Hec- nepcnexrrraa»;

• YnpaBJIeHMe npMJIOJKeHMHMM;

• Ilpeztocraanearre l1T-ycJIYr;

• Ilozurepacxa l1T-ycJIYr;

• YnpaBJIeHMe MHcppaCTpYKTypOM.

•••••••• 1111

IIO~~EP)KKA YC.JIYI'

PHCYHOK 1.1 - Cocteenen IIHarpaMMa

B KHJ1I'e «Baanec-nepcrrexrrraa» paccMaTPID3aeTCR PR,n; nonpocoa, KaCaIOIIJ;J1XCR rrOHHMaHHR H cOBeplIIeHcTBoBaHHR MT-ycJIYT KaK HeOT'heMJIeMOH ':IaCTH o6IIJ;J1X norpeoaocrea 6H3Heca B BbICOKOKa':IeCTBeHHOM yrrpaBJIeHJ1J1 MC. 3TH BOrrpOCbI BKJIIO':IaIOT cnezryronree:

• YrrpaBJIeHHe HerrpepbIBHOCTbIO 6H3HeCa;

• napraepcrso H ayrcopcanr;

• BbDKJ1BaHMe B YCJIOBHRX H3MeHeHMft;

• rrpeoopaaonaaae 6H3HeCa rrOCpe,n;CTBOM pa,n;J1KaJIbHbIX H3MeHeHMH.

B KHHre «Ilpenocraaneaae YCJIYT» paCCMaTpHBaIOTCR YCJIYTH, xoropsre OpraHH3aW1R ,n;OJDKHa Tpe60BaTb OT rrOCTaBIIJ;J1Ka ,n;JIR 06eCrre':IeHHR a,n;eKBaTHOH rrOMep)KKH CBOJ1X IIoJIb30BaTeJIeH. KHJua OXBaTbIBaeT CJIe,n;yIDIIJ;Jfe pasnensr:

• YrrpaBJIeHHe MOIIJ;HOCTRMH;

• Yrrpaarremre <pMHaHCaMH ,n;JIR MT-ycJIYT;

• Yrrpaanemte nocrynaocrsso;

• YrrpaBJIeHMe ypOBHeM 06CJIy1KHBaHHR;

• Ynpaaneaae HerrpepbIBHOCTbIO rrpe,n;OCTaBJIeHHR MT-ycJIYT;

• YrrpaBJIeHHe B3aHMOOTHOIIIeHH.fIMH C 3aKa3':IHKaMH.

B KHMre «IIoMep)KKa yCJIyr» paCCMaTpID3aIOTCR BOrrpOCbI OOeCrre':IeHHR ,n;OcTyrra 3aKa3':IHKa K ycnyraxr, Heo6xo,n;HMbIM ,n;.rrR rrOMepJKKH 6J13HeC-<pyHK~MH. B ':IJ1CJIe paCCMaTpID3aeMbIX B STOH KHHre BOrrpOCOB:

• CJIY2K6a Service Desk;

• YrrpaBJIeHMe HHD;J1,!I;eHTaMJ1;

• Yrrpaanemre rrpo6JIeMaMH;

• Yrrpaaneaae KOH<pHrypa~HRMH;

••••••••••

• YrrpaBJIeHHe H3MeHeHHHMH;

• YrrpaBJIeHHe peJIH3aMH.

B KHHre «Ynpaanenae HHcpOpMaIzylOHHhIMH H KOMMYHHKaU;HOHHhIMH TeXHOJIOrHHMH» (lCT lnfrastracture Management) paccsrarpaaarorca CJIe.zzylOID;He TeMhI:

• YrrpaBJIeHHe ceTeBhIMH cepaacasm;

• Orreparraonnoe yrrpaanenne;

• YrrpaBJIeHHe JIOKaJIhHhIMH YCTpoi1:cTBaMH;

• I1HcTaJIJIHIzylH H rrprrexrxa xoxrrrsrorepoa;

• YrrpaBJIeHHe CHCTeMaMH (paccscarpasaerca snepnsre).

HaKOHeu;, KHHra «Yrrpaanerrae rrpMJI01KeHHHMH» OXBaThIBaeT BOrrpOChI yrrpaanemra 1KH3HeHHhIM U;HKJIOM rrporpasnaaoro o6eCrreLJeHHH. HaH60JIee rrozrpofiao paccsrarprraarorca rrp06JIeMhI, aa-rponyrsre B KHHrax «IIoMep1KKa 1KH3HeHHOro U;HKJIa nporpasnraoro o6eCrreLJeHHH» H «TeCTHpoBaHHe I1T-ycJIYT». B «YrrpaBJIeHHH rrpHJI01KeHHHMH» 6y.n;yT rroztpofiao H3JI01KeHhI BOrrpOChI H3MeHeHHM B 6H3Hece. OCHOBHOM axuerrr 3.n;eCh CTaBHTCH aa LJeTKOM orrpezierrerrmr Tpe60BaHHM H peaJIH3aU;HH peIIIeHHH, OTBeLJalOID;erO rrorpefiaocrara 6H3Heca.

OCHOBHhle paaaensr KHHr BH6JIHOTeKH lTlL MOLKHO npeztcraaarr, B BH.n;e rrepexpsraarouraxca 3JIeMeHTOB cocranaoa M03aHKH (HJIH JIYLIIIIe B BH.n;e TeKTOHHLJeCKHX rrJIHT), nexoropsre H3 KOTOPhIX H.n;eaJIhHO nozrxoztar ztpyr K zrpyry, rorna KaK ztpyrne MoryT rrepexpsraa-rsca HJIH He CThIKYlOTCH TOLJHO. Ha caMOM BhICOKOM yposne HeB03MOLKHO rrpOBeCTH LJeTKHX pa3rpaHHLJHTeJIhHhIX JIHHHM. ,I(ei1cTBHTeJIhHO, eCJIH rrpOBeCTH .n;aJIhHeMIIIYID aHaJIOrHlO C TeKTOHHLJeCKHMH rrJIHTaMH, xoropsre c.n;BHralOTCH OTHOCHTeJIhHO zrpyr rrpyra na pa3JIHLJHhIX YPOBHHX, Cu;errJIHHCh H pa3.n;eJIHHCh, TO .n;JIH reOJIOrHLJeCKHX HBJIeHHM, CBH3aHHhIX C TOLJKaMH HeCTa6HJIhHOCTH HJIH TpeHHH, B03HHKalOID;HMH H3-3a oco6eHHOCTeM CTpoeHHH IIJIHT, B BH6JIHOTeKe lTlL MOLKHO HaMTH 3KBHBaJIeHT B BH,lI;e HHcppaCTpYKTYPhI l1T. Mnorne rrpofinexrsr ynpaanemra B03HHKalOT HMeHHO B Tex CJIYLIaHX, xorzta rrpofirresnrsre o6JIacTH rrpoueccoa nepecexarorca MJIH xorzta Me1K,lzy HHMH HeB03MOLKHO rrpOBeCTH LJeTKHX pa3.n;eJIHTeJIhHhIX JIHHHM. 1136e1KaTh scex rrpofinesr HeB03MOLKHO (KaK HeB03MOLKHO socrrpenarcraosart, 3eMJIeTpHCeHHHM), HO MhI M01KeM rrOMOLJh rro.n;rOTOBHThCH K 3THM rrp06JIeMaM H cnpannrsca C HHMH.

Flo-rersy Bbl6paHa KOHLtenLtIt1F1 cocrasaoa Alt1arpaMMbl?

"liTo6hI rrOHCHHTh KOMrrJIeKCHOe rrpHMeHeHHe rrOHHTHH BH6JIHOTeKH lTlL, CCTA rro.n;rOTOBJIeH pan Mo.n;eJIeM rrpoueccon, orrHChIBalOID;HX crpyxrypy BH6JIHOTeKH lTlL. 0606ID;eHHyro Mo.n;eJIh rrpou;ecca .n;JIH IIOMep1KKH YCJIYT MOLKHO HaMTH B IIpHJIo1KeHHH E.. C MOMeHTa C03.n;aHHH 3TH Mo.n;eJIH rrpHMeHHJIHCh aa rrpaxrnxe H .n;orrOJIHHJIHCh, H Terreph OHH CPOPMHpYIDT OCHOBY KJIlOLJeBhIX KHHr BH6JIHOTeKH lTlL. 3JIeMeHThI npouecca yrrpaanemia YCJIYTaMH MoryT 6hITh onpeztenensr .n;OBOJIhHO TOLJHO. O.n;HaKO na rrpaxrnxe, rrpn 60JIee .n;eTaJIhHOM aHaJIH3e nponeccos, 3TH 3JIeMeHThI nepexpsraarorca. 3TO CBH.n;eTeJIhCTBYeT 0 Heo6xo,ll;HMOCTH KaK CBH3Horo H3JI01KeHHH MaTepHaJIa B PyKOBo.n;CTBax, TaK H rrpe.n;OCTaBJIeHHH peKOMeH.n;au;HH rro peIIIeHHlO B03MOLKHhIX rrpofinesr yrrpaaneana. IIpHLJHHa 3THX rrpofinesr ynpaanenna M01KeT 6hITh B rpananax,

••••••••••

IIO.n;.n;EPLKKA "YCJIYI'

xoropsre 60JIbIIIe KaCaIOTCH 06'beMa OTBeTCTBeHHOCTl1, qeM JIOrJ1qeCKOH rpYIIIIl1pOBKl1 CBH3aHHbIX rrpOQeCCOB.

KHlIIra «nOAAep)f(Ka ycnyr»

Ha Pl1cYHKe 1.2 pacxpsrrsr KOMIIOHeHTbI cocranaoa ro-rarpaMMbI, xoropsre OTHOCHTCH K IIoMep2KKe YCJIYr. Hscraorpa aa OqeBl1,L1HyIO KOHQeHTpaQl1IO aa IIOMepR{Ke YCJIYr, ::JJIeMeHTbI nponecca "YrrpaBJIeHl1H 113MeHeHl1HMl1, CBH3aHHble C 6113HeCOM 11 C nponeccasnr IIpe,LIocTaBJIeHl1H ycrryr; TaKR{e BaR{HbI ,LIJIH Y,LIoBJIeTBOpeHl1H IIoTpe6HocTeH 3aKa3q}1Ka (06bIQHO TaKl1e 113MeHeHlm - Cl1rHaJI K pa,D;l1KaJIbHoMY

Jif3MeHeHl1IO, a He K Jif3MeHeHl1IO 113-3a corrpoaoaoreaaa). Kpoxre roro, IIOKa3aHbI paCCMOTpeHHbJe B ,LIaHHOH KHl1re.

Hel1crrpaBHOCTl1 l1JIl1 B paMKax COCTaBJIHIOIQl1e rrpOQeCCOB ITIL,

PHCYHOK 1.2 - nOl(l(ep)I(Ka ycnyr: OXBaT

Heofixoznoao OTMeTl1Tb, QTO see rJIaBbI .n;aHHoH KHl1rl1 IIOCBRIQeHbI nponeccass, sa l'lCKJIIOQeHl'leM rJIaBbI «CJIY)I{6a Service Desk». I'JIaBa «CJIy)l{6a Service Desk», OIll1CbIBaeT <PYHKQ110HaJIbHOe rrozrpasnenenae, y-racrayromee BO scex OCTaJIbHbIX nponeccax.

Ynpasneaae ycnyraMlII

Bee rrpoueccsr, OIIl1CaHHble B B116JIl10TeKe ITIL, CBH3aHbI zrpyr C zrpyrow, IIoJIoBl1Ha 113 Hl1X OIIl1CaHa B .n;aHHoH xmrre, zrpyraa IIOJIOBl1Ha - B KH:m'e «Ilpezrocraarrercre yc.nyr». l:lT06bI JIyqIIIe IIOHHTb B3alfMOCBH3b nponeccoa, paccsrorpasr npnsrep )I{l13HeHHOro Ql1KJIa JifHQl1.n;eHTa:

1 IIoJIb30BaTeJIb oopamaerca B C./l,YJIC6y Service Desk, QTo6bI C006IQl1Tb 0 rrpofineraax rrpn l1CIIOJlb30BaHl111 OHJIaHHOBOH C~6br.

2 o6pa6oTKoH JifHQl1,[IeHTa 3aHl1MaeTCH rrponecc YnpaB./I,enuJ/, uscuuoewmascu:

••••••••••

3 BbIflCHeHHe OCHOBHOi1: rrpWIHHbI lifHIJ;H)J;eHTa rrpOH3BO)J;HTCfl B paxrxax rrpou;ecca YnpaB.ae1f,UR npo6.ae.Ma.Mu, KOTOPbli1: ofipamaerca aa rrOMOI.D;blO K rrpou;eccy YnpaB.ae1f,UR .MoU{1f,OCmR.MU. 0 HapYIIIeHHH SLA coofirnaerca rrpou;eccy YnpaB.ae1f,UR ypOB1f,e.M o6c.aYJICuBa1f,UR.

4 aKTHBH3HpyeTcfl rrpou;ecc Ynpaenescus: U3.Me1f,e1f,UR.MU, B pasrxax xoroporo orpopsanaerca 3arrpoc aa lif3MeHeIDie (RFC).

5 rrpou;ecc YnpaB.ae1f,UR ¢u1f,a1f,ca.Mu O.aR MT-yc.ayz orae-raer aa 060cHoBaHHe sarpar rro 6H3HeC-rrJIaHY MO)J;epHH3aU;HH armaparnoro ooecrre-reaaa.

6 rrpou;ecc YnpaB.ae1f,UR nenpepnienocmsao npeoocmaenenusi MT-yc.ayz BOBJIeKaeTCfl B rrpou;ecc YnpaB.ae1f,UR U3.Me1f,e1f,UR.MU )J;JIfl ofiecnexeaaa B03M02KHOCTH BOCCTaHOBJIeIDifl )J;O YPOBHfl TeKyr.u;ei1: pesepaaori KOH<pHrypaU;HH.

7 rrpou;ecc YnpaB.ae1f,UR peausascu KOHTpOJIHpyeT BBe)J;eHHe lif3MeHeHHfl nyresr paaseprr.raanaa aosoro annaparaoro H rrporpasoaaoro otiecne-reaaa. IIpou;ecc YrrpaBJIeHHfl peJIH3aMH narrpaanaer CBe)J;eHHfl 0 HOBbIX peJIH3aX H aepcnax rrpou;eccy YrrpaBJIeHHfl KOH<pHrypaU;HflMH.

8 K aHaJIH3Y B03M02KH0i1: MO)J;epIDi3aU;HH armaparaoro oriecnexeaaa rrpnanexaerca rrpou;ecc YnpaB.ae1f,UR oocnumnocmsao, KOTOPbrJ1: ofiecne-oraaer COOTBeTCTBHe aroro armaparnoro ofiecne-renna Tpe60BaHHflM )J;OcTyrrHocTHHHa)J;e2KHOCTH.

9 rrpou;ecc YrrpaBJIeIDifl KOH<pJ1TypaI~YIflMH 06eCrreQHBaeT 06HOBJIeIDie KOH<pJ1TypaU;HoHHoi1: 6a3bI )J;aHHbIX yxerasrx 3JIeMeHTOB (CMDB) aa scex aranax rrpou;ecca.

10 IIpou;ecc yrrpaanenna B3aJ1M00THOIIIeIDiflMH C 3aKa3QJ1KaMH rrOMep2KJ1BaeT caaas C 3aKa3QHKOM aa scex aranax rrpou;ecca, QT06bI )J;epJKaTb ero B xypce C06bITJ1J1:.

Bo H36eJKaIDie nyraaarrsr B POJIflX H TepMHHOJIOrHH B HOBbIX KIDirax Be3)J;e HCrrOJIb3yIOTCfl TepMHHbI «3aKa3QHK» H «IIoJIb30BaTeJIb». C J1X rrossorrrsro rrpOBO)J;HTCfl pa3JIWIHe Me~ JIHu;aMH (06bJqHO 3TO BblCIIIee PYKOBO)J;CTBO), xoropsre 3aKa3bIBalOT, orrJIaQJ1BalOT lifT-ycJIyrH H aanasorca BJIa)J;eJIbn;aMH lifT-ycJIyr (3aKa3QHKH), H JIHu;aMH, xoropsre rro.nsayrorca YCJIyraMH B noacezraeaaoa paficre (IIoJIb30BaTeJIH). OCHoBaHHfl )J;JIfl paarpamraenaa ropaszro 60JIee Ba2KHbI, QeM ceMaHTHKa 3TJ1X CJIOB. OCHoBHafl TOQKa KOHTaKTa )J;JIfl 3aKa3QHKa - Meneztacep rro B3aJ1M00THOIIIeHHflM C 3aKa3QHKaMH; )J;JIfl IIoJIb30BaTeJIfl - CJIYJK6a Service Desk. IIJIOXO <PYHKU;HOHHpyIOru;Hi1: rrpou;ecc YrrpaBJIeHHfl HHU;J1)J;eHTaMH cpasy JKe orpasnrca na pafiore IIoJIb30BaTeJIei1:. YCJIYra, xoropaa He ztaer )J;OCTaTOQHble asrrozrsr sa ztensra, xoropsre OHa CTOHT, B 60JIbIIIei1: crenean 3aTpOHeT HHTepeCbI 3aKa3QJ1Ka.

TaKJ1M 06pa30M, secswa Ba2KHO paarpaarr-raaa-rs pa3JIWIHble, XOTfl H B3aHMOCBfl3aHHble, rroTpe6HOCTH IIoJIb30BaTeJIei1: H 3aKa3QHKOB B ycrryrax, ECTeCTBeHHO, u;eJIH IIoJIb30BaTeJIei1: H 3aKa3QHKOB MoryT He cosnaziarr., H B 3TOM crryxae He06xo)J;HM KOMIIpOMHCC. Hanproaep, IIoJIb30BaTeJIH MoryT TPe60BaTb MaKCHMaJIbHoi1: )J;OCTyrrHOCTH, rorna KaK 3aKa3QHKJ1 ooparnaior BHHMaHHe aa re BbITO)J;bI, xoropsre OHH ncnyxar sa CBOH )J;eHbrH rrpn pa3JIWIHbIX YPOBHflX )J;OCTyrrHOCTH. )J;JIfl paarpaasrseaaa no-rpefiaocreri 3TJ1X rpyrrrr He06xo)J;HMO orrpeztemrrs

••••••••••

IIO.lI..lI.EPLKKA YCJIyr

~H<popMaU;~OHHble rrOTOK~ ~ KJIlO"<IeBble 3JIeMeHTbI nponeccon ,n;JIfl ofimero ~CrrOJIb30BaH~fl.

CBO,lJ, npaKn1'-1eCK~X peKOMeH,lJ,all~1f1 ,lJ,nA opraaasauaa Ynpaaneaan VlT-ycnyraM~ - PD0005

Bp~TaHCK~M ~HCT~TyTOM crannapros (British Standards Institute, BSI) orryfinxxoaaa «CBO,n; npaxrrraecxrrx peKoMeH,n;au;~i1 ,n;JIfl opraansanaa ynpaanenaa 11T-ycJIyraM~» (PD0005), xoropsni fiasrrpyerca na rrpamranax B~6JI~OTeK~ ITIL. KOHTeKcTHafl ro-rarpaMMa ~3 PYKOBo,n;cTBa IIOKa3aHa HIDKe. .lI.~arpaMMa He aanserca Mo,n;eJIbIO rrponeccoa, a rrpencraarraer co6oi1 JIHIIIb HarJIR,n;HOe onncaxae. Ee MO)KHO paccsra-rpasarr, TO"<IHO TaK :IKe, KaK ~ P~CYHOK 1.1, TO ecrs OCHOBHble rrp~~IIbI (B ,n;aHHOM cJIY"<Iae YrrpaBJIeH~fl ycnyrasra) o6pa3yIOT aarrrazraoe rrpencraaneane, 6JIaro,n;apfl "<IeMY "<I~TaTeJIb MO:IKeT coe,n;~~Tb B3a~MOCBfl3aHHble 3JIeMeHTbI rrponecca.

PHCYHOK 1.3 - Ilpoueccu YnpasneHHR ycnyraMH PD0005

ECJI~ MbI paccncrpasr PD0005 B KOHTeKCTe P~CYHKa 1.3, TO CTaHeT O"<IeBL1,lJ;HO, "<ITO HOBbIe Mo,n;eJI~ B~6JI~OTeK~ ITIL MO)KHO paccraarprraa'rs KaK pacurapeane Mo,n;eJI~ BSI, xoropoe BbIBO,n;~T Yrrpaaneane 11T-ycJIyraM~ na HOBbm yposeas. 3JIeMeHTbI rrporreccon rrpaKTWIeCK~ o,n;~HaKOBbI, npmrnarrsr Ynpaaneaxa ~3MeHelnm~ ~ YrrpaBJIeH~fl KOHq:lJ1rypaU;~flMM TO"<IHO TaKMe :IKe. Pa3JIM"<I~fl JIlfIllb B crenean nerannaarraa. 11 BSI, ~ CCTA rrpeanararor cxoznrsre, eCJI~ He ~,n;eHTM"<IHble, rrpannansr cosperaenaoro YrrpaBJIeH~fl 11T-ycJIYraMM.

Ynpaaneuae ycnyraM~: npoueccaua nO,lJ,XO,lJ,

rJIaBbI ,n;aHHoi1 K~~ nocaamensr IIoMep:IKKe ycnyr KaK nafiopy B3a~MOCBfl3aHHbIX nponeccon. Oco6oe BHJ1MaHJ1e B IIoMep:IKKe YCJIYr cocpenoroseno na nponeccax, HarrpaBJIeHHbIX aa ztocraacenae nerreii. .lI.JIfl aaezrpeaaa rrponeccos aeofixoznocsr nexoropr.re yrrpaanerrrecxae <PYHKU;~, HO rJIaBHbIM~ BCe-TaKJ1 flBJIflIOTCfl nponeccsr ~ MX rrparozraocrs ,n;JIfl ,n;ocT~eH~fl u;eJIM.

•••••••• 1111

BOJIee nozrpofinsre caezteana rro TeOpIDf J1 rrpaxrnxe rrponeccos M02KHO HaMTJ1 B IIpJ1JIo2KeHIDf B K ,!l;aHHOH KID1re.

PeKoMeHAyeMaR nureparypa

IIepeqJ1CJIeHHble HJ12Ke PYKOBO,!l;CTBa rro yrrpaaneaxro MC OT CCTA TaK2Ke J1MelOT OTHOIIIerrne K YrrpaBJIeHJ1lO ycrryrasra J1 peKOMeH,!l;yIOTCH B KaQeCTBe ,!l;OrrOJIHJ1TeJIbHOH JIJ1TepaTypbI. IIo~J1Tb aTJ1 PYKOBO,!l;CTBa M02KHO xepea npoztaana KHJ1T BJ16JIJ10TeKJ1 ITIL J1JIJ1 =repea The Stationery Office (TSO):

Strategic Management of IS (CTpaTerH'IeCKOe ynpaaneaae

HC)

M3,!l;aTeJIbCTBO Format 1 90309 1 02 0

OKOJIO 70 CTpaID1II OKTH6pb 1999 r. £25.00

Managing Change (OpraHH3aQHH H3MeHemm) M3,!l;aTeJIbCTBO Format

1 90309 1 01 2

OKOJIO 80 CTpaHJ1rr CeHTH6pb 1999 r.

£25.00

Acquisition (3aKa3bl) M3,!l;aTeJIbCTBO Format 1 90309 1 03 9

OKOJIO 70 crpamm CeHTH6pb 1999 r. £25.00

B aTOM PYKOBO,!l;CTBe OIIJ1CbmaIOTCH YCJIOBJ1H, B pasrxax KOTOPbIX OpraHJ13arrJ1HM rocyztapcrnenaoro cexropa Heo6xo,!l;J1MO paapafia'rsrnarr, CTpaTerJ110 axcnnyaramor MC J1 MT. B KHJ1Te TaK2Ke OrrJ1CbIBaeTCH BJIJ1HHJ1e COBpeMeHHbIX J1ID1IIJ1aTJ1B J1 rrpJ1HIlJ1IIOB, xoropsre rrpeofinazraror B rocyzrapcraenaosr cexrope. KIuITa naneneaa aa BbICIIIee PYKOBO,!l;CTBO OpraHJ13aIlJ1H. OHa orrpenenaer MeTO,!l;bI, KOTOPbIX cneztyer rrpJ1,!l;ep2KJ1BaTbCH B yrrpaaneana J1H<popMaIlJ10HHbIMJ1 CJ1CTeMaMJ1 J1 B paapafiorxe crpareraa B 06JIaCTJ1 MC. TaK2Ke B KHJ1Te rrpe,!l;OCTaBJIHIOTCH peKOMeH,!l;aIlIDf rro yrrpaaneaxro J13MeHeHJ1HMJ1, Heo6xo,!l;J1MbIMJ1 ,!l;JIH BHe,lq)eHJ1H aTOH crparenor.

,n:aHHoe nocofiae rrpenaaaaaxeao ,!l;JIH rrpe,!l;CTaBJ1TeJIeH nsrcnrero PYKOBO,!l;CTBa, OTBeQaIOIIIJ1X sa ynpaaneane KOMIIJIeKCHbIMJ1 J13MeHeHJ1HMJ1, CBH3aHHbIMJ1 C MC. B HeM paCCMaTpJ1BaIOTCH rrpofinesrsr, CBH3aHHble C rrpeo6pa30BaHJ1eM6J13HeCa, OpraHJ13arrJ10HHbIMJ1 J13MeHeHJ1HMJ1 J1 J13MeHeHJ1HMJ1 B KoprrOpaTJ1BHOH KyJIbType. KIrnra CO,!l;ep2KJ1T rrpaKTJ1QeCKJ1e peKOMeH,!l;aIIIDf rro rrpeO,!l;OJIeID1lO OpraHJ13arrJ10HHbIX fiapsepoa J1 CJ1TYaII11H TJ1IIa «see CTapaIOTCH, a ,!l;eJIO He noay-raerca». KpOMe Toro, B peKOMeH,!l;arrJ1HX rrpoCJIe2KJ1BaeTCH QeTKaH B3aJ1MOCBH3b C YrrpaBJIerrneM rrporpaeorasra J1 peaJIJ13arrJ1eH rrpeHMyIIIecTB .

B nerrrpe BHJ1MaHJ1H ,!l;aHHOrO PYKOBO,!l;CTBa - rreJIJ1 6J13HeCa J1 pe3YJIbTaTbI rrpaBJ1JIbHOH opranasanaa 3aKa30B MT. B HeM 06'bHCHHIOTCH OCHOBHble CJI02KHOCTJ1, CBH3aHHble C BbI6opOM rrOCTaBIIIJ1KOB J1 napraepoa, a TaK2Ke paCCMaTpJ1BaIOTCH CTpaTerJ1J1 aaxynox ,!l;JIH HOBbIX cxesr pa60TbI J1 HOBbIX BJ1,!l;OB ,!l;OrOBopOB.

••••••••••

Managing Performance

(Y npaanenae a(j>(j>eKTlfBHOCTbIO) J13,n;aTeJIbCTBO Format

1 90309 1 05 5

OKOJIO 110 crpanan

CeHTR6pb 1999 r.

£25.00

Managing Services (YnpaBJIeHlte yc.rryraMJf) J13,n;aTeJIbCTBO Format

1 90309 1 04 7

OKOJIO 100 crpanan <peBpaJIb 2000 r.

£25.00

rrO,I1;,I1;EP)KKA YCJlYI'

B nerrrpe BHYlMaHHR zranaoro PYKOBo,n;cTBa, paapafioraaaoro npa nonnepaoce NAO, TpH YPOBHR ynpaanearra 3cpcpeKTHBHocTblO: yrrpaaneaae 6H3HecoM, BKJIa,n; J1CMT B pafiory 6H3Heca H 3cpcpeKTHBHoCTb pa60TbI J1C/J1T. B HeM 06CyJK,ZJ;aeTCR pOJIb ofipaanoaoii Mo,n;eJIH EFQM Excellence Model ® Esporreacxoro cpoH,n;a ynpaanenaa Ka'ieCTBOM (EFQM), C6aJIaHcHpOBaHHbIX xapr rroxaaarerreri, 6eH'iMapKHHra H zrpyrnx IIIHpOKO pacnpocrpanenasrx MeTo,n;HK.

B 3TOM PYKOBo,n;cTBe paccxrarpxaarorca OCHOBbI 3cpcpeKTHBHoro ynpaanearra YCJIyraMH, cooTBeTcTByJOIn;HX noroaopos H XOpOIIIHX pa60'iHX B3aYIMOOTHOIIIeHHH. C ero noxonrsro 3aKa3'iHK ycnyr J1CMT CMO:>KeT JIY'iIIIe rrOHRTb TO'iKY 3peHHR rrOCTaBIn;HKOB na npeztocraaneaae YCJIyr. Knnra conepaorr npaxrrraecxae peKOMeH,ZJ;an;HH B OTHOIIIeHHH roro, KaK ,n;o6HBaTbcR OT rrOCTaBIn;HKOB 60JIbIIIeH 3cpcpeKTHBHocTH ycJIyr H rrorry=rarrrrOCTORHHble BbITO,n;bI aa CBOH neasrn.

••••••••

II 83aVlMOCBR3V1 Me)l(AY npO~eCCaMVI

B 3TOM KHMre paCCKa3hIBaeTCR 0 He06xo,ll;MMOCTM BHe.r:q>eHMR MHTerpMp0BaHHhIX nponeccon YrrpaBJIeHMR KOHqmrypaU;MRMM, YrrpaBJIeHMR M3MeHeHMRMM, YrrpaBJIeHMR MHu;M,n;eHTaMM, YrrpaBJIeHMR rrp06JIeMaMM M YrrpaBJIeHMR peJIM3aMM. Hanproaep, nponecc BKJllO"'IeHMR HOBhIX peJIJ130B KOMrrOHeHTOB B cpezty 3KCIIJIyaTaU;HM (npeznaer nponecca YrrpaBJIeHMR peJIJ13aMM) aarparrraaer TaIUKe nponeccr.r YrrpaBJIeHMR KOHqlJ1rypau;MRMM M YrrpaBJIeHMR M3MeHeHM.f[MJ1, rorzra KaK aa CBR3h Me1K,ll;y rrOCTaBIIJ;MKaMM yc.nyr J1T M IIoJIh30BaTeJIRMM yc.nyr OTBe"'IaeT rJIaBHhIM 06pa30M CJIYLK6a Service Desk. Hecraorpa na TO, "'ITO Ka1K,ll;hIM KOMrrOHeHT IIo,n;,n;ep:2KKM ycrryr paCCMaTpMBaeTCR B ,n;aHHOM KHMre OT,n;eJIhHO, B 3TOM pasnene rroxaaansr CBR3M M OCHOBHhle B3aMMOOTHOIIIeHMR Me1K,n;y BceMM npoueccaxra YrrpaBJIeHMR YCJIyraMM M .r:q>yrMMM nponeccascr yrrpaaneaaa MHcppaCTpYKTYPOM.

Ynpaaneuae KOHq)VIrypallVlAMVI

Yrrpaanearre KOHcpMrypau;MRMM TeCHO CBR3aHO C OCTaJIhHhIMM rrponeccascr YrrpaBJIeHMR YCJIYraMM. IIpM HaJIJ1"'IMM CBe1KeM, TO"'IHOM M rrOJIHOM MHcpopMau;MM 060 scex KOMrrOHeHTax MHcppacTPYKTyphI rrponecc YrrpaBJIeHMR M3MeHeHMRMM M zrpyrae rrpoueccr-r CTaHOBRTCR 60JIee 3cpcpeKTMBHhIMM M pe3YJIhTaTMBHhIMM. Ilponecc YrrpaBJIeHMR M3MeHeHMRMM M01KeT 6hITh MHTerpMpoBaH C nponeccora YrrpaBJIeHMR KOHcpMrypaU;MRMM. Pexosienztyerca, "'IT06hI KaK MMHMMyM perncrparraa M nnerrpenrre M3MeHeHMi1: ,n;eJIaJIOCh non KOHTpOJIeM KOMrrJIeKCHOM CMCTeMhI YrrpaBJIeHMR KOHcpMrypau;MRMM. TaIUKe rrpn rrOMOIIJ;M 3TOM CMCTeMhI He06xo,n;MMO rrpoaaaoznrrr, onenxy B03,n;e:i1:cTBMR J13MeHeHMH. B CBR3M C 3TMM ace sarrpocsr na J13MeHeHMe ,n;OJI1KHhI BBO,n;MThCR B Konrparyparraonayro fiasy ,n;aHHhIX YLIeTHhIX 3JIeMeHTOB (CMDB), C 06HOBJIeHMeM YLIeTHhIX 3aIIMCeM rro Mepe BhIIIOJIHeHMR 3arrpOCOB na J13MeHeHMe.

CMCTeMa yrrpaanemra KOHcpMrypaU;M.f[MJ1 onpeztenaer B3aMMOCBR3M Me1K,n;y 3JIeMeHTOM, KOTOPhIM rrpezmo.aaraerca M3MeHMTh, M OCTaJIhHhIMM KOMrrOHeHTaMM MHcppaCTPYKTYPhI, "'ITO rr03BOJIReT nprrane=rs BJIa,n;eJIhu;eB 3TMX KOMrrOHeHTOB K onenxe B03,n;eMCTBMR. IIocJIe Ka1K,ll;OrO J13MeHeHMR B MHcppaCTpYKType ,n;OJI1KHhI 06HOBJIRThCR COOTBeTCTByroIIJ;Me YLIeTHhle 3aIIMCM YrrpaBJIeHMR KOHcpMrypaU;MRMM B fiase ,n;aHHhIX CMDB (CM. PMCYHOK 2.1). ,1J;JIR aroro JIy-qIIIe ncero MCrrOJIh30BaTh MHTerpMpoBaHHhle cpeztcraa, xoropsre ofiecne-nraaror aBTOMaTM"'IeCKOe 06HOBJIeHMe YLIeTHhIX sarmceri rrpn BHeceHMM J13MeHeHMM.

,1J;OCTyII K fiaae ,n;aHHhIX CMDB ,n;OJI1KeH 6hITh rrpeztocrannea BceMY nepconarry, cBR3aHHoMY C IIo,n;,n;ep:2KKoM YCJIyr, "'IT06hI 06JIer"'IMTh YCTpaHeHMe J1Hu;M,n;eHToB M IIp06JIeM aa C"'IeT 6hlcTporo BhIRCHeHMR B03M01KHhIX rrpM"'IMH OTKa3a KOMrrOHeHTa. Ba3y,n;aHHhIX CMDB He06xo,n;MMO MCrrOJIh30BaTh TaIUKe ,n;JIR CBR3hIBaHMR sarracea 06 J1Hu;M,n;eHTaX M IIp06JIeMax C 3arrMCRMM 0 ztpyrax 06'heKTaX, xoropsre MMeroT K HMM OTHOIIIeHMe, TaKMX KaK OTKa3aBIIIMM Y"'IeTHhIM 3JIeMeHT (Y3) M IIoJIh30BaTeJIh. Ynpaarreane peJIM3aMM fiyzter aarpyznreao M M01KeT rrpanecrn K oIIIM6KaM, eCJIM 3TOT nponecc He 6y,n;eT MHTerpMpOBaH C rrponeccosr YrrpaBJIeHMR KOHcpMrypaU;MRMM.

Ilponeccsr IIpe,n;ocTaBJIeHMR ycnyr TaIUKe MCrrOJIh3yroT zramrsre M3 6a3hI ,n;aHHhIX CMDB. Hanpieaep:

••••••••

IIOAAEP)KKA "YCJIyr

• Flponecc "YrrpaBJIeHMH ypOBHeM 06CJIYlKJ1BaHMH ,n;OJDKeH M,n;eHTMqmn;MpoBaTh KOMIIOHeHThI, 06'he,n;MHHeMhIe B n;eJIHX rrpe,n;OCTaBJIeHMH YCJIYrM, 'IT06hI COCTaBMTh COrJIaIIleHMH C BHeIIlHMMM rrOCTamn;HKaMM.

• Ilponeccy Yrrpaaneaxa cpHHaHCaMM B cdiepe Y1T Heo6xo,n;HMO 3HaTh KOMrrOHeHThI, KOTOphIe MCrrOJIh3YlOTCH Ka)K,Zl;hIM 6M3HeC-rrO.n;pa3,n;eJIeHMeM, OC06eHHO eCJIH MCrrOJIh3yeTcH CMCTeMa BhICTaBJIeHHH C'IeTOB aa MCrrOJIh30BaHMe pecypcoa,

• Ilponeccasr "YrrpaBJIeHHH nenpepsranocrt.so rrpe,n;OCTaBJIeHMH Y1T-ycJIyr H "YrrpaBJIeHMH ,n;OCTyrrHOCThlO ycnyr He06xo,n;MMO M,n;eHTHcpHn;MpOBaTh KOMrrOHeHThI B n;eJIHX aHaJIH3a pMCKa M aHaJIM3a B03,n;eHCTBMH OTKa3a KOMrrOHeHTOB J1T-MHcppaCTpYKT)'PhI (Component Failure Impact Analysis, CFIA).

IIpMMep B3aHMo,n;eHcTBMH Me)K,Zl;y nponeccosr "YrrpaBJIeHMH KOHcpMrypan;MHMM H ,n;pyrMMM rrponeccasra S'rrpaaneaaa YCJIyraMM rrpMBO,n;MTCH na PMcYHKe 2.1.

PI1CYHOK 2.1 - B3a11Mo,aeuCTBl1e Me)l(,ay noouecceun YnpaBneHI1R MO~HOCTRMI1, YnpaBneHI1R 113MeHeHI1RMI1, YnpaBneHI1R KOHcj:mrypal..lI1RMI1 11 YnpaBneHI1R penl13aMl1

Ynpasneaae ~3MeHeH~RM~

-rIT06hI rrOJIHOCThlO On;eHMTh B03,n;eHcTBMe J13MeHeHMH, nponeccy "YrrpaBJIeHHH H3MeHeHMHMM RJ')KHhI TO'IHbIe KOHcpJ1Typan;HOHHbIe ztannsre. IIo:noMY rrponeccsr "YrrpaBJIeHMH KOHcpJ1Typan;MHMM, "YrrpaBJIeHMH peJIM3aMM M"YrrpaBJIeHMH M3MeHeHMHMM BeCbMa TeCHO B3aMMOCBH3aHbI.

AeTaJIM npouecca BHeceHMH J13MeHeHMH CPHKCMpyroTCH B COrJIaIIleHMHx 06 yponae 06CJIpKHBaHMH (SLA), 'IT06b1 IIoJIb30BaTeJIM 3HaJIM rrpon;e.n;ypy ocpopMJIeHMH 3arrpOCOB na Y13MeHeHMe 11 YCTaHOBKM CPOKOB BHeceH11H J13MeHeHMH, a raroae J1l\!leJIM rrpencraanenne 0 TOM, xaxoe B03,n;eHCTBMe OKa1KYT 3TH J13MeHeHMH.

060 scex ,n;eTaJIHX J13MeHeHMH He06xo,n;MMO CTaBHTb B M3BeCTHOCTb CJIY1K6y Service Desk. Aa1Ke B cJIY'Iae acecropoaaero TecTMpoBaHMH rrOCJIe BBe,n;eHMJI J13MeHeHMH BeJIMKa BepOJITHOCTb B03HMKHOBeHMH rrp06JIeM, xoropsre MoryT 6bITb CBJI3aHbI JlM60 C TeM, 'ITO M3MeHeHHbIH KOMrrOHeHT He pafioraer HY1KlibIM MJI11 OlKJ1,n;aeMbIM 06pa30M,

•••••••••

B3a11MOCBR311 Me:lK,n;y nponeccare a

n1160 C TeM, qTO y rrOnb30BaTeneW B03H11Kn11 BOrrpOCbI OTHOC11TenbHO 113MeHeH11R CPYHKU;110HanbHbIX B03MO:lKHOCTeW.

I'pyrmy n11U;, xoropsre MoryT npezrocraaren, KOMaH,n;e YrrpaBneH11R 113MeHeH11RM11 axcneprm-re MHeH11R rro pean113aU;1111 M3MeHeH11W, Ha3bIBalOT KOHcynbTaT11BHbIM KOM11TeTOM rro 113MeHeH11RM (CAB). B COCTaB 3TOrO KOM11TeTa 06bJqHO BXO,n;RT npezrcranarena BCeX CeKTOpOB MT-rro,n;pa3,n;eneH11R, a raroae 6113Hec-rro,n;pa3,n;eneH11W npeztnpaarna.

Ynpasneaae pellVl3aMVI

B pe3ynbTaTe M3MeHeHwW 3aqaCTYlO B03H11KaeT rroTpe6HOCTb B HOB OM arrrrapaTHOM ooecne-remcr, HOBbIX BepC11RX nporpavnraoro 06eCrreQeH11R W11n11 HOBOW ,n;OKYMeHTaU;1111, C03,n;aBaeMbIX c06CTBeHHbIM11 cwnaM11 11n11 rrpnofiperaesn.rx, xoropsre He06xo,n;11MO KOHTpon11pOBaTb 11 pacrrpocrpanarr, B B11,n;e HOB oro «naxernoro Pen113a». Ilponezrypsr 06eCrreQeH11R fieaonacaoro, yrrpaanaexroro pa3BepTblBaH11R ,n;OJDKHbI 6bITb TeCHO 11HTerp11pOBaHbI C nponeztypascr YrrpaBneH11R 113MeHeH11RM11 11 YrrpaBneH11R KOHcp11rypaU;11RM11. KpOMe Toro, nponeztypsr yrrpaanemra Pen113aM11 MoryT COCTaBnRTb HeOT'beMneMYlO QaCTb YrrpaBneH11R 11HU;11,n;eHTaM11 11 YrrpaBneH11R rrpofinesrasra, a raxace 11MeTb TeCHyID B3a11MOCBR3b C 6a30W ,n;aHHbIX CMDB ,n;nR caoeapescennoro 06HOBneH11R y-rerasrx sarrrrceji.

Ynpasneaae VlHlIVlAeHTaMVI

Ilponecc YrrpaBneH11R 11HU;11,n;eHTaM11 ,n;On:lKeH 6bITb TeCHO CBR3aH C npoueccasrn YrrpaBneHMR rrpofiaesrasra 11YrrpaBneH11R 113MeHeH11RM11, a raxace co CnY:lK60w Service Desk. IIp11 OTCYTCTB1111 aartneacamero KOHTPonR M3MeHeH11R MoryT CTaTb rrp11Q11HOW HOBbIX MHU;11,n;eHToB. He06xo,n;11Ma B03MO:lKHOCTb orrpezte.nearra cBR3ew. II03ToMY pexoerenzryerca xpamrrs 3arr11C11 06 MHU;11,n;eHTax B TOW xce fiaae ,n;aHHbIX CMDB, QTO 11 3arr11C11 0 Tlpofinexrax, M3BecTHblx 0II1116KaX 11 3arr11cRx 06 M3MeHeH11RX, 11n11 rro KpaWliew Mepe 06eCrreQ11Tb CBR3b C 3T11M11 3arr11CRM11 6e3 He06xo,n;11MOCT11 noaropnoro asona, QT06bI ynyqII111Tb 11HTepcpewcbI 11 ynpocrtrrs nponenypsr nony-renxa MHcpopMaU;1111 M COCTaBneHMR OTQeTOB.

IIp110p11TeTbI MHU;11,n;eHToB 11 rrpouenypsr 3CKanaU;1111 ,n;On:lKHbI 6bITb coraacosansr B paxrxax nponecca YrrpaBneH11R ypOBHeM 06cnY:lK11BaH11R 11 3acp11Kc11poBaHbI B COrnaII1eH11RX SLA.

Ynpasneaae np0611eMaMVI

Tlponeccy YrrpaBneH11R rrp06neMaM11 Hy:lKHbI TOQHble 11 rro.nnsre y=rerrrsre 3arr11C11 rro MHu;MeHTaM ,n;JIR 3cpcpeKT11BHoro M pesym.rarnaaoro BbIRBneH11R rrpWI11H MHU;11,n;eHToB 11 rrpOCne:lK11BaH11R TeH,n;eHU;11H. YrrpaBneH11e rrpofinesraraa rpefiyer raxxce TeCHOW B3a:11MOCBR311 C nponeccosr YrrpaBneH11R zrocrynaocrr.ro ,n;nR BbIRBneH11R 3T11X TeH,n;eHI~11w 11 rrp11HRT11R KoppeKT11pylOlI.(11X Mep.

CllY>K6a Service Desk

Cny:lK6a Service Desk npezrcraanaer c060w e,n;11HylO TOQKY KOHTaKTa Me:lK,ll;y rrOCTaBlI.(11KaM11 ycrryr 11 IIonb30BaTenRM11 B rrponecce rroacezmeaaoro 11CrrOnh30BaH11R

••••••••

IIO,n,nEP.lKKA YCJIyr

yc.rryr. KpOMe TOrO, OHa HBJIHeTCH :o;eHTpOM npneraa c006w;eHJ1:i1: 06 ~.n;eHTax J1 sanpocoa na 06CJIY)KJ1BaHJ1e. B CBH3J1 C 3TJ1M aa CJIY)K6y Service Desk B03JIaraIOTCH 06H3aHHOCTJ1 YlHcpOpMJ1pOBaHJ1H IIOJIb30BaTeJIe:i1: 0 C06bITJ1HX, .n;e:i1:cTBJ1HX J1 B03MO)KHOCTHX, xoropsre MoryT B03.n;e:i1:cTBoBaTb na ocymecranenae IIoJIb30BaTeJIHMH cBoe:i1: noacezraeaaojt .n;eHTeJIbHOCTJ1. Harrprorep, CJIJ)K6a Service Desk MO)KeT 6bITb uenrposs rrpneraa sanpocoa na 113MeHeHJ1e OT IIoJIb30BaTeJIe:i1:, rry6JIJ1KaU;J1J1 I'padnrxoa J13MeHeHJ1:i1: OT J1MeHJ1 rrponecca YrrpaBJIeHJ1H J13MeHeHJ1HMJ1, a TaK1Ke YBe.n;oMJIeHJ1H IIoJIb30BaTeJIe:i1: 0 xozte BHeCeHJ1H 113MeHeHJ1:i1:. il03TOMY nponecc YrrpaBJIeHJ1H J13MeHeHJ1HMJ1 .n;OJI)KeH 06eCrre'IJ1Tb rrOCTOHHHoe J1HCPOpMJ1pOBaHJ1e CJlY1K6bl Service Desk 060 ncex MepOrrpHHTJ1HX, CBH3aHHblX C 113MeHeHJ1HMH.

CJIJ)K6a Service Desk paasure acex ornymaer aa ce6e ace rrOCJIe.n;CTBJ1H HapYIlleHJ1H COrJIalIIeHJ1:i1: 06 ypOBHHX 06c.rry)KJ1BaHJ1H J1 rr03TOMY HY)K,lI;aeTCH B B03MO)KHOCTHX 06pa60TKJ1 6blcTporo nOTOKa J1HcpopMaU;ID1.

CJIY)K6e Service Desk MO)KHO nenerapoaars npaso BBe.n;eHJ1H 113MeHeHJ1:i1:; xoropsre noraoryr J136e)KaTb I1HU;J1.n;eHToB. IIpJ1 3TOM CJIJ)K6a Service Desk .n;OJI)KHa zrejrcraoaarr, B pasrxax CBOJ1X nOJIHOMO'IJ1if. Macrrrraf TaKJ1X 113MeHeHJ1:i1: .n;OJI)KeH 6bITb orrpezte.nea sapanee, a CBe.n;eHJ1H 060 acex TaKHX 113MeHeHJ1HX .n;OJI)KHbI nocrynarr, B YrrpaBv'leHJ1e J13MeHeHJ1HMJ1. Tlepezt 113MeHeHJ1eM cne:O;J1cpJ1Ka:o;H:i1: JII060ro Y'IeTHOrO 3JIeMeHTa O'IeHb Ba)KHO rrOJIY'IJ1Tb 0.n;06peHJ1e rro.n;pa3.n;eJIeHJ1H YrrpaBJIeHJ1H J13MeHeHJ1HMJ1.

Ynpaaneane ypOBHeM o6CnY)f(lI1BaHlI1R

IIpo:o;ecc YrrpaBJIeHJ1H yposnen 06CJI~BaHJ1H (SLM) ofiecne-nrsaer C06JIIO.n;eHJ1e COrJIaIlleHJ1:i1: 06 yponne 06c.rry)KJ1BaHJ1H (SLA), Orrepa:O;J10HHblX COrJIaIlleHJ1:i1: 06 yposne B3aJ1Mo.n;e:i1:cTBJ1H (Operational Level Agreements, OLA) J1 BHeIllHHx ztoroaopon (Underpinning Contracts, UC). Hponecc SLM TaK1Ke aecer OTBeTCTBeHHOCTb sa CBe.n;eHJ1e K MJ1HJ1MYMY JII060ro He6JIarorrpJ1HTHOrO B03.n;e:i1:cTBJ1H na Ka'IeCTBO YCJIYr. Tlponecc rrpenrronaraer ouenxy crerrenn BJIHHHJ1H 113MeHeHJ1:i1: na Ka'IeCTBO ycrryr J1 SLA KaK na arane nocrynaeaaa rrpe.n;JIO)KeHJ1:i1: na BHeCeHJ1e 113MeHeHJ1:i1:, TaK J1 rrOCJIe BHe.n;peHJ1H 3TJ1X 113MeHeHJ1:i1:. Hexoropsre J13 HaJ160JIee Ba)KHblX noxaaarenea, YCTaHOBJIeHHblX B COrJIaIlleHJ1HX SLA, CBH3aHbI C .n;OCTYIIHOCTbIO ycnyr H rr03ToMY Tpe6yIOT paapeuremra J1HIJ;J1.n;eHToB B YCTaHOBJIeHHble CPOKM.

YrrpaBJIeHJ1e ypOBHHMH 06CJI~BaHJ1H HBJIHeTCH coe.n;J1HJ1TeJIbHbIM 3BeHOM Me)K.D;y IIOMep1KKo:i1: yc.nyr H IIpe.n;ocTaBJIeHJ1eM ycnyr, 3TOT nponecc He M02KeT CPYHKD;HOHJ1pOBaTb OT.n;eJIbRO, TaK KaK OH nozrpaaysreaaer HaJIJ1'IHe, a TaK1Ke 3cpcpeKTJ1BHYIO J1 pe3YJIbTaTJ1BHyIO pa60TY .n;pyrJ1X nponeccoa. Be3 BcnOMOraTeJIbHblX nponeccon CorJIalIIeHJ1H 06 ypoaae 06CJIY)KHBaHJ1H 6eCnOJIe3HbI, TaK KaK OTCYTcTByeT 6a3J1C .n;JIH COrJIaCOBaHJ1H nOJIO)KeHJ1:i1: 3TJ1X COrJIaIlleHJ1:i1:.

Ynpaaneaae MOlJ...lHOCTRMlI1

YnpaBJIeHHe MOW;HOCTHMJ1 npasro CBH3aHO C Tpe60BaHJ1HMH 6J13HeCa, a He TOJIbKO C 3cpcpeKTJ1BHOCTbIO KOMnOHeHTOB CJ1CTeMbI, BMeCTe J1JIJ1 no OT.n;eJIbHOCTH. YrrpaBJIeHJ1e lVroW;HOCTHMH rrpJ1BJIeKaeTCH B xozte paapenreana J1H:o;H.n;eHTOB J1 J1.n;eHTHcpJ1Ka:O;J1J1 IIp06JIeM B Tex cnyxaax, xorzta Tpy.n;HOCTJ1 CBH3aHbI C rrp06JIeMaMJ1 MOW;HocTe:i1:.

•••••• 1111

B3aYlMOCBH3Y1 MeJR,n;y nporrecca era

B pasocax rrpouecca YrrpaBJIeID1H MO~HOCTHMYI O<pOPMJIHIOTCH 3arrpOCbI na M3MeHeHYIe (RFC), 06eCrre'IYlBaIO~Yle ,n;OCTYIIHOCTb TPe6yeMbIX MO~HOCTeM. 06pa60TKa RFC rrpOYl3BO,n;YlTCH B COOTBeTCTBYIYI C nponeccosr YrrpaBJIeHYlH Yl3MeHeHYlHMYI, rrpYI'IeM peaJIYl3aU;YlH M3MeHeHYlH MOJReT 3aTpOHYTb HeCKOJIbKO Y'IeTHbIX 3JIeMeHTOB, BKJIIO'IaH anrraparnoe ofiecnesrenae, rrporpasreraoe 06eCrre'IeHJ1e YI ,n;OKYMeHTau;YlIO. Bee 3TO Tpe6yeT HaJIYl'IYlH 3<p<peKTYlBHOrO nponecca YrrpaBJIeHYlH peJIYl3aMYI.

YrrpaBJIeHYIe MO~HOCTHMYI He06xo,n;YlMO npnanexarr, K oueaxe BCeX M3MeHeHYlM, 'IT06bI onpeztensrrs BJIYlHHYle 3TJ1X M3MeHeHYlM na MO~HOCTYI YI rrpOYl3BO,n;YlTeJIbHOCTh. 3TO He06xo,n;YlMO KaK na arane nocrynneana 3arrpOCOB na M3MeHeHYIe (Request for change, RFC), TaK YI rrOCJIe YlX saezrpenaa. B pasrxax YrrpaBJIeHYlH MO~HOCTHMYI He06xo,n;YlMO oripamars ocofioe BHYlMaHYIe na COBOKYIIHbIM 3<p<peKT 113MeHeHYlM C Te'IeHYIeM BpeMeHYI. He3Ha'IYlTeJIbHbIJ1: 3<p<peKT HeCKOJIbKYlX OT,n;eJIbHbIX M3MeHeHMM B coaoxymrocrn 3a'IaCTYIO rrprraornrr K YBeJIYl'IeHYlIO BpeMeHYI peaKU;J1Y!, rrp06JIeMaM C xpaHYlJIYI~aMJ1 <paMJIOB, a TaKJKe K Yl36bITO'IHbIM rrorpefiaocrasr B nponeccopaon MO~HOCTYI.

Ynpaanenue cpll'1HaHCaMII'1 ,lJ,nA V1T-ycnyr

YrrpaBJIeHJ1e <pYlHaHCaMJ1 OTBe'IaeT sa y=rer sarpar aa rrpezrocraarrearre MT-yc.nyr, a TaKJRe aa ace acrrexrsr B03Me~eHYlH 3TJ1X 3aTPaT 3aKa3'IYlKaMJ1 (BbICTaBJIeHYle C'IeTOB YlJIYI "charging"). II03ToMY He06xo,n;YlMbI XOPOIIIO HaJIaJReHHhle nnreprpejicsr C rrponeccasra YrrpaBJIeHYlH MO~HOCTHMJ1, YrrpaBJIeHYlH KOH<pYlrypaU;YlHMYI (nanasre rro aKTYlBaM) YI YrrpaBJIeHYlH yponnesr 06CJIYJKY!BaHYlH ,n;JIH BbIHBJIeHYlH CKphITbIX sarpar; CBH3aHHbIX C rrpenocraanenaexr YCJIYr. B nponecce neperonopoa rro norrpocan orrpezreneana 6IO,n;JReTOB MT-rro.n;pa3,n;eJIeHMM YI sarpar OT,n;eJIbHbIX 3aKa3'IYlKOB na I1T, <PYlHaHcoBoMY MeHe,n;JRepy 06bI'IHO rrpJ1Xo,n;YlTCH TeCHO corpynmraarr, C MeHe,n;:2KepOM rro B3aYlMOOTHOIIIeHYlHM C 3aKa3'IYlKaMJ1 YI PYKOBO,n;CTBOM MT.

Ynpaaneuue nocrynaocruo

Ilon S'rrpaaneaaen ztocryrmocrsro rrOHYlMaeTCH npoexrnponaaae, anezrpeane, onenxa YI ynpaaneane MT-ycJIYTaMYI B u;eJIHX YCTOM'IYlBOrO C06JIIO,n;eHJ1H YCTaHOBJIeHHhIX Tpe60BaHJ1M 6Y13HeCa K ,n;OCTyrrHOCTYI ycnyr, YrrpaBJIeHYIe ztocryrmocrsro Tpe6yeT 3HaHYlH rrpYI'IYlH, rro KOTOPbIM MoryT rrpOYl30MTYI OTKa3hI B pafiore MT-ycJIYT, a TaK:2Ke BpeMeHJ1, He06xo,n;YlMOrO ,n;JIH B0306HOBJIeHYlH 06CJIYJRYlBaHYIH. He06xo,n;YlMYIO BXO,n;HYIO YlH<popMaIJ;J1IO, rr03BOJIHIO~yro npnaarr, xoppexrapyroume MepbI, rrpeztocraanaror rrponeccsr YrrpaBJIeHYlH YlHIJ;YI,n;eHTaMYI YI YrrpaBJIeHYlH rrp06JIeMaMY!.

Orrpe,n;eJIYlTb COOTBeTCTBYle ,n;oCTYlrHYTbIX ypoBHeM ,n;ocTyrrHocTYI Tpe60BaHYlHM COrJIaIIIeHMM SLA rr03BOJIHIOT nponenypsr Ou;eHKYI YI COCTaBJIeHJ1H OT'IeTOB rro ,n;OCTyIIHOCTYI YCJIYT 11T. IIpou;ecc YrrpaBJIeHYlH ,n;OCTYIIHOCTbIO nozmepaorsaer nponecc YrrpaBJIeHJ1H ypoaaera 06CJIYJKY!BaHYlH, rrpenocraanaa Ou;eHKYI YI OT'IeTbI, He06xo,ll;Y!Mble ,n;JIR aHaJIYl3a rrOMep:2KKYI ycnyr,

Ynpaaneuue HenpepblSHOCTblO npe,lJ,OCTaSneHII'1A V1T-ycnyr

Tlponecc YrrpaBJIeHYlH aerrpepsraaocrr.ro npenocraaneana MT-ycJIYr xacaerca crroc06HOCTJ1 opraHJ13aIJ;J1Y1 o6eClJe'IYlTb sapaaee onpeztenemrsre YI COrJIaCOBaHHble

•••••• 111111

IIO,ll:.IJ:EPLKKA YCJIyr

ypOBHJ1 06CJIY:lKJ1BaHJ1R, Heo6xo~J1Mble ~JIR y~OBJIeTBOpeHJ1R MJ1HJ1MaJIbHbIX nOTpe6HOCTeM 6J13HeCa, B CJIy'Iae HapYIIIem1R pa60TbI OpraHJ13arrJ1J1. 3cPcPeKTJ1BHbrn npouecc YrrpaBJIeHJ1R aerrpepsraaocrr.ro npe~OCTaBJIeHJ1R YCJIYr J1T TPe6yeT KOMrrpOMJ1CCa Me2K)zy MepaMJ1 no CHIDKeHJ1lO pJ1CKa, TaKJ1MJ1 KaK C03~aHJ1e OTKa30YCTOM'IJ1BbIX CJ1CTeM, J1 OnrrJ1RMJ1 BOCCTaHOBJIeHJ1R, BKJIlO'IaR cpeztcraa peaepnnoro KOIIJ1pOBaHJ1R. ,IJ;JIR nOMep2KKJ1 3TJ1X npOcPJ1JIaKTJ1'IeCKJ1X MeporrpJ1RTJ1M J1 nJIaHJ1pOBaHJ1R Heo6xo~J1MbI zramrsre nponecca YrrpaBJIeHJ1R KOHcPJ1ryparrJ1RMJ1. Kporae aroro, Heo6xo~J1MO OrreHJ1Tb rrOTeHrrJ1aJIbHYlO crenens BJIJ1RHJ1R J13MeHeHJ1M B J1HcPpaCTpYKrype J1 6J13HeCe na nnansr rro 06eCrre'IeHJ11O nenpepsraaoc'ra rrpe~OCTaBJIeHJ1R ycnyr, Bee nnaasr B OTHOIIIeHJ1J1 J1T J1 6J13HeCa ~OJI2KHbI perYJIJ1pOBaTbCR rrponenypascr YrrpaBJIeHJ1R J13MeHeHJ1RMJ1. CJIY2K6e Service Desk TaK2Ke OTBO~J1TCR Ba2KHaR pOJIb rrpn aKTJ1BJ1pOBaHJ1J1 nponecca o6eCrre'IeHJ1R HerrpepbIBHOCTJ1 6J13Heca.

Ynpaaneaae B3alilMOOTHOWeHIiIRMIiI C 3aKa341i1KaMIiI

YrrpaBJIeHJ1e B3aJ1MOOTHOIIIeHJ1RMJ1 C 3aKa3'IJ1KaMJ1 CBR3aHO C pa3BJ1TJ1eM HOpMaJIbHbIX, rrpocPeCCJ10HaJIbHbIX pafio=mx B3aJ1MOOTHOIIIeHJ1M Me2K)zy 3aKa3'IJ1KaMJ1 J1 rrOCTaBIIIJ1KaMJ1 J1T-ycJIyr. Meneznxepasr rro B3aJ1MOOTHOIIIeHJ1RM C 3aKa3'IJ1KaMJ1 (CRM) rpefiyerca J1HTepcPeMc co BCeMJ1 OCTaJIbHbIMJ1 rrponeccaxrn lT1L. Harrpmrep, CRM ofiecrrexneaer B3aJ1MO~eMCTBJ1e Me2K)zy 3aKa3'IJ1KOM J1 J1T-rro~pa3~eJIeHJ1eM BO BpeMR e2KerO~HhIX neperoaopoa rro COrJIaIIIeHJ1RM SLAlcPJ1HaHCOBbIM sorrpocara, a TaK2Ke yqacTByeT B yperYJIJ1pOBaHJ1J1 rrpeTeH3J1M 3aKa3'IJ1Ka rro rrpe~OCTaBJIeHHhIM YCJIyraM.

Ynpasneuae IiIHcpOpMalllilOHHblMIiI iii KOMMYHIiIKalllilOHHblMIiI TeXHOJlOrlilRMIiI ucn

IIo~pa3~eJIeHJ1e YrrpaBJIeHJ1R J1HcPopMarrJ10HHbIMJ1 J1 KOMMYHJ1KarrJ10HHhIMJ1 TeXHOJIOrJ1RMJ1 (lCT) rrpJ1BJIeKaeTCR K 60JIbIIIJ1HCTBY rrponeccon IIOMep2KKJ1 ycJIYr J1 IIpe~ocTaBJIeHJ1R yc.nyr; xorzra ~eJIO xacaerca rJIaBHbIM o6pa30M TeXHJ1'IeCKJ1X BorrpOCOB.

Ynpasneuae npliIJlO)l(eHIiIRMIiI

UeHTpaJIbHOe KOMIIblOTepHoe J1 TeJIeKOMMYHJ1KarrJ10HHOe areHTCTBO (CCTA) IIJIaHJ1pyeT rro~rOTOBJ1Tb PYKOBO~CTBO, B KOTOPOM 6y~T paCCMOTPeHbI OCHOBHhle rrpoueccsr yrrpaBJIeHJ1R rrpJ1JI02KeHJ1RMJ1 B Te'IeHJ1e ncero J1X :lKJ13HeHHOro rrJ1KJIa. YrrpaBJIeHJ1e YCJIYraMJ1, KaK rrpaBJ1JIO, J1MeeT ~eJIO C rrpO~TOM (nporpascorsra/armaparnsta ofiecne=remtexr) B KOHKpeTHbIM MOMeHT BpeMeHJ1 C ne.nsro o6eCrre'IeHJ1R norpefinocreji 6J13HeCa B ycnyrax. Ho aroro He~OCTaTO'IHO. ,IJ;aHHbIM nponecc ofiecrre-rnaaer YCTOM'IJ1Bble yCJIyrJ1 ~JIR 6J13HeCa, a 3TO nozrpaaysreaaer rrpe~OCTaBJIeHJ1e He TOJIbKO rrpJ1JI02KeHJ1R, HO J1 KBaJIJ1cPJ1IlJ1pOBaHHbIX Ka~pOB, o6yqeHJ1R J1 KaHaJIOB B3aJ1MO~eMCTBJ1R. Ilponecc YnpaBJIeHJ1R rrpJ1JI02KeHJ1RMJ1 OXBaTbIBaeT neci, cnexrp BOnpOCOB - or OrreHKJ1 B03M02KHOCTeM peaJIJ13arrJ1J1 ~O npO~YKTJ1BHOrO J1CrrOJIb30BaHJ1R J1 OKOH'IaTeJIbHOrO 3aBepIIIeHJ1R 3KCIIJIYaTarrJ1J1 npJ1JI02KeID1R.

•••••••••

B3aMMOCBR3M MeJK,n;y npoueccaxra

Ynpaanesae Lo1HcpOpMaULo10HHOVI 6e30naCHOCTblO

Tloztpaane.nearre YrrpaBJIeHMR MHcpOpMaU;MOHHOM 6e30rraCHOCTbID B crpepe YfT ofiecne-nraaer MHTepcpeMC C rrponeccasor YrrpaBJIeHMR YfT-yC.rryraMM B TeX cnyxaax, xorzta ,n;eJIO KaCaeTCR BOrrpOCOB 6e30rraCHOCTM. 3TM BOrrpOCbI MMeIDT OTHOIIIeHMe K KOHcpM,ll;eHD;MaJIbHOCTM, UeJIOCTHOCTM M ,[(OcTyrrHocTM ,n;aHHbIX, a TaKJKe K 6e30rraCHOCTM armaparnsrx M rrporpaMMHbIX KOMrrOHeHTOB, ,n;OKYMeHTaU;MM M rrpou;e.n;yp. Hanpasrep, MHTepcpeMC MeJK.n;y npoueccosr YrrpaBJIeHMR MHcpopMaD;MOHHOM 6e30rraCHOCTbID M rrpoueccosr YrrpaBJIeHMR ycnyrasor rr03BOJIReT onearrrs crenens BJIMRHMR rrpe,n;JIOJKeHHbIX Yf3MeHeHMM na 6e30rraCHOCTb, OCPOPMMTb 3arrpOCbI aa Yf3MeHeHMe (RFC) ,n;JIR peIIIeHMR rrp06JIeM 6e30rraCHOCTM, ofiecne-rrrrs KOHcpM,ll;eHU;MaJIbHOCTb M u;eJIOCTHOCTb ,n;aHHbIX CMCTeMbI 6e30rraCHOCTM, a TaKJKe 06eCrreQMTb 6e30rraCHOCTb rrpn BKJIIDQeHMM peJIM3a rrporpasomoro 06eCrreQeHMR B cpezry axcnayaramor.

Yf3MeHeHMR B cpezre 3KCrrJIyaTaU;MM MOryT CKa3aTbCR na KaQeCTBe yc.rryr, a Yf3MeHeHMR

B MHcppaCTpYKTYPe MoryT MMeTb rrOCJIe,n;CTBMR ,n;JIR 06eCrreQMBaIDID;eM

MHcppaCTpYKTYPbI. KOHTPOJIb nazt BceMM acrrexraxm 06eCrreQMBaIDID;eM

MHcppaCTpYKTYPbI peKOMeH.n;yeTCR nepeztarr, rrpou;eccy YrrpaBJIeHMR KOHcpMrypaU;MRMM M rrpMMeHRTb K HMM rrpouenypsr YrrpaBJIeHMR M3MeHeHMRMM, OIIMCaHHble B 3TOM KHMre.

Ynpasneuae npOeKTaMLo1

IIpM BHe,n;peHMM HOBbIX rrponeccon B opraHM3aU;MM JIyqIIIe BbIIIOJIHRTb 3TY pa60TY KaK rrpoexr. B CBR3M C 3TMM B ,n;aHHOM KHMre paCCMaTpMBaIDTCR IIpoeKTbI yrrpaanemra YCJIyraMM, u;eJIbID KOTOPbIX RBJIReTCR aaenpenne HOBbIX rrponeccos MJIM COBepIlleHCTBOBaHMe TeKYID;MX rrpoueccoa rrpe,n;OCTaBJIeHMR MJIM rrOMepJKKM YfT-ycJIyr.

B xozte peaJIM3aU;MM MOJKeT rrpMMeHRTbCR MHOJKeCTBO cyru;eCTByIDID;MX CTPYKTYpMpOBaHHbIX MeTo,n;OB ynpaaneana rrpoexraran. IIpM 06CYJK,Zl;eHMM yrrpaanemra npoexrasor B panxax BM6JIMOTeKM ITIL, xorzta rpeoyerca YKa3aTb KOHKpeTHbrM MeTO,n;, MbI onapaeraca aa MeTO,n; PRINCE2, KOTOPbIM paspaficran CCTA M IIIMpOKO rrpMMeHReTCR rrpaBMTeJIbCTBOM BeJIMK06pMTaHMM, a TaKJKe opraHM3aD;MRMM M3 rocynapcrsennoro M QaCTHOro cexropa BO aceer MMpe.

••••••••

IIO,I1:.IJ:EPLKKA YCJIyr

•••••••••

ITOPH~OK rr~aHMpOBaHMH M pea~M3aQMM rrpOeKTa, CBH3aHHOrO C BHe~eHMeM YrrpaB~eHMH ycnyrascr, paCCMaTpMBaeTCH B r~aBe 11. B ~aHHoM roraae MbI paccaorpror crrocofisr, rr03BO~HIOIQMe ~06MTbCH rrOMepJKKM ~eM y PYKOBo~cTBa, qT06bI C ero CTOPOHbI 6bmo BbI~e~eHO neofixoznoaoe <pMHaHCMpOBaHMe M nocryrrano pacrropaaceane 06 OKa3aHMM BCHqeCKOM rrOMepJKKM npoexry,

Tlpezane acero BaM He06xo~MMO 03HaKOMMTbCH C rrpeMMYlQeCTBaMM MeTo~a, a TalOKe rrOHHTb, KaK ~IIIe ncero rrpenoztaecrn OCHOBHbIe M~eM 3TMX rrpeMMYlQeCTB B BaIIIeM opraHM3aQMM. PaCCMaTPMBaeMbIe HJUKe nonpocsr MoryT CTaTb qaCTbIO 060CHOBaHMH rro BHe~peHMIO M~M COBepIIIeHCTBOBaHMIO nponecca. Ba)KHblMM 3~eMeHTaMM aroro 060CHOBaHMH, BepOHTHee ncero, 6y~ paCCMOTpeHMe npofinesr, CBH3aHHbIX C TeKYIQMM rrO~O)KeHMeM, M ~eMOHCTpaQMH rrpeMMYlQeCTB HOB oro noztxozta. B 060CHOBaHMM He06xo~MMO paCCMOTpeTb ace rrperoaymecrsa, He~OCTaTKM, sarparr.r M PMCKM TeKYlQeM cMTyaQMM M rtnaarrpyeraoro nozrxozta, qT06bI PYKOBO~CTBO Mor~o B3BeCMTb ace 3TM <paKTOPbI rrpn rrpMHHTMM peIIIeHMH 0 rrpo~o~eHMM pa60TbI nazt npoexroxr. B ITpM~O)KeHMM n MO)KHO HaMTM HeCKO~KO npasrepoa pa3pa60TKM 060CHOBaHMH McrrO~b30BaHMH ITIL B opraHM3aQMM, BK~IOqaH CBe~eHMH 0 sarparax.

npeVlMy~ecTsa Ynpaaneaaa ycnyraMVI

Ba)KHO OQeHMTb rrperreryniec'raa, xoropsre rrO.JIY'U1T OpraHM3aQMH B pesy.m.rare qeTKOrO orrpezte.nearra <PYHKQMM YrrpaB~eHMH ycrryrascr. B =nrcne rrpeMMYlQeCTB, aa xoropsre MO)KHO cocnarsca:

• rrOBbIIIIeHMe xa-recrsa ycnyr - fio.nee Ha~e)KHaH nonnepaoca 6M3Heca;

• rrponezrypsr YrrpaB~eHMH aenpepsranocrsro rrpe~OCTaB~eHMH I1T-yc.rryr CTaHOBHTCH fio.nee nenenarrpaanennsreor; pacrer YBepeHHOCTb B B03MO)KHOCTM MX BbmO~HeHMH B cary-rae He06xo~MMOCTM;

• fio.nee xerxoe rrpezrcraaaeane 0 TeKYIQMX B03MO)KHOCTHX I1Trrorrpaaneneaxa;

• fio.nee norraaa MH<popMaQMH 0 TeKYlQMX yc.rryrax (M, B03MO)KH0, 0 Tex acnexrax, rzte 113MeHeHMH rr03BO~HT ~06MTbCH HaM60~bIIIMX rrpeMMYlQeCTB);

• fio.nee BbICOKaH crerrerrs rM6KOCTM 6M3Heca finaroztapa ~yqIIIeMY rrOHMMaHMIO rrOMepJKKM I1T;

• pacrer MOTMBaQMH nepconana; 60~IIIee y~oB~eTBOpeHJ1e OT pa60TbI 6~aro~apH ~eMY rrOHMMaHMIO B03MO)KHOCTeM M fio.nee COBepIIIeHHOMY yrrpaanemrro O)KJ1~aHMHMM;

• pacrer y~oB~eTBopeHHOCTb 3aKa3qMKOB, rrOCKO~bKY rrOCTaBIQJ1KM yc.rryr 3HaIOT, qTO MMeHHO OT HMX rpefiyerca, M rrpe~OCTaB~HIOT ycrryrn B COOTBeTCTBMJ1 C O)KJ1~aHMHMM;

• fio.nee BbICOKaH crenens rM6KOCTJ1 M ananrapyesrocrn rrpe~OCTaB~HeMbIX yc.rryr;

• CMCTeMHbIe rrperoeyniecraa, narrproaep, y~IIIeHMe xapaKTepMCTMK 6e30rraCHOCTM, TOqHOCTM, CKOPOCTM, ~OCTYrrHOCTM, xoropsre He06xo~MMbI ~~H 06eCrreqeHJ1H TPe6yeMoro YPOBHH yc.rryr;

• ••••• 1111

IIO.n:,n:EP)KKA YCJIYT

• coxparneane BpeMeHI1 E113HeHHOrO IJ;I1KJIa na M3MeHeHI1.f1 11 60JIbmYlli rrpOIJ;eHT ycrrexa.

3Ha'IeHI1e 11 creneas BaEHOCTI1 3TJ1X rrperrsrymecra B pa3JIJ1'IHbIX OpraHl13aIJ;I1.fIX MoryT OTJIJ1'IaTbC.fI. CJIO)KHOCTb 3aKJIIO'IaeTC.fI B Orrpe,l(eJIeHI1I1 3TJ1X rrpe11MYm;eCTB ,l(JI.fI JII060H opraansarraa TaKI1M 06pa30M, KOTOPbIH nonycxan 6bI rrOCJIep,yIOIIJ;YIO OIJ;eHKy. CJIe,l(OBaHl1e peKOMeH,l(aIJ;I1.f1M ITIL rrOMOEeT KOJII1'IeCTBeHHO OIJ;eHI1Tb aexoropsre 113 3T11X 3JIeMeHTOB.

npOL..teCCHblM nO,D,XO,D,

,n:eTaJIbHyro I1H<popMaIl;J1IO 06 I1CrrOJIb30BaHJ1J1 MO,l(eJIeH rrpOIJ;eCCoB 11 orrpene.nearrri, ,l(OrrOJIH.fIIOm;I1X rrpOIJ;eCCHbIH nozrxon K peaJIl13aIJ;1111 peKOMeH,l(aIJ;I1H B116JI110TeK11 ITIL B pasrxax rrporpasoasr nerrpepsraaoro cOBepmeHcTBOBaHI1.f1, MO)KHO HaHTI1 B IIpI1JIQEeHJ1J1 B. Ha Pl1cyHKe 3.1 noxasaaa MO,l(eJIb, KOTOPyro opraHI13aIJ;J1J1 MoryT I1CrrOJIb30BaTb B Ka'IeCTBe OCHOBbI ,l(JI.fI cOBepmeHCTBOBaHI1.f1 rrporreccos.

P"'CYHOK 3.1 - Mo,aenb coeeoiuencreoeennn npoL4eCCOB

OCHOBHYIO l1,l(eIO xparxo MO)KHO 113JI0)KJ1Tb TaK: eCJII1 BbI MOEeTe COCTaBI1Tb MO,l(eJIb rrpouecca na OCHOBe nepezroaoro OIIbITa (I1JII1 ,l(aEe na OCHOBe oIIbITa, 60JIee 3<p<peKTI1BHoro rro cpaBHeHI1IO C TeKYIIJ;eH OpraHI13aIJ;l1eH ,l(eJI), TO 3Ty MO,l(eJIb MO)KHO CpaBHI1Tb C OIIJ1CaHl1eM ,l(eHCTBYIOm;erO IIOp~a 11 I1CIIOJIb30BaTb ,l(JI.fI OIIpe,l(eJIeHI1.f1 B03MO)KHOCTeH COBepmeHCTBOBaHI1.f1. ECJIJ1 IIO,l(OHTI1 K 3TOH aazra-re C TO'IKI1 3peHI1.f1 pa3BI1TI1.f1 6113HeCa I1JII1 KpI1TJ1'IeCKI1X <paKTOPOB YCIIeXa, TO BbI CMOEeTe orrpezremrrr, IIOKa3aTeJIJ1 AJI.fI ,l(eMOHCTpaIJ;1111 YJIY'ImeHI1H 11 ,l(OCTI1EeHI1H, xoropr.rs ,l(eHCTBI1TeJIbHO IIOJIe3HbI.

•••••••• 1111

IIOCKOJIbKY BH6JIHOTeKa ITIL OpHeHTHpOBaHa na nponecc, TaKOe HCrrOJIb30BaHHe ITIL HaH60JIee rrpHeMJIeMO. ,n:OrrOJIHHTeJIbHYID HH<p0pMaU;HlO H aHaJIH3 KOHKpeTHbIX nproaepoa M02KHO HaHTH B IIpHJIo:iKeHHH B.

Cyrrrecrnyer MHO:iKeCTBO pa3JIWIHbIX MeTO~OB H o603HaqeHHH ~JIH orrpezreneaxa H ~oKyMeHTHpOBaHHH rrponeccon. 3TH MeTO~bI qaCTO CBH3aHbI C orrpene.nemrsna Cpe~CTBOMrrpOeKTHpOBaHHH/MO~eJIHpOBaHHH.

ECJIH nozrxozners K 3TOMY BOrrpOCY C HaH60JIee 06ru;HX rr03HIJ;HH, TO THrrH'IHble KOMIIOHeHTbI orrpezre.nemra nponecca MO:iKHO rrpencrarurrs B B~e, OTpa:iKeHHOM na PHcYHKe 3.2.

RWO

RWO

PUCYHOK 3.2 - Tunw·IHble KOMnOHeHTbl onpeuenenn« npouecce

Ka~bIH H3 rrponeccoa M02KHO npezrcraanrr, B BH~e rrOCJIe~OBaTeJIbHOCTH sana-r. "y Ka:iK~oH 3a~aqH 6Y~T CBOH Bxoznrsre H Br.rxoznrsre napaxrerpsr (rroxaaarmsre na znrarpaeoae KaK 06'beKTbI pea.nsnoro MHpa - RWO HJIH Real World Objects). J1MelOT JIH 3TH 06'beKTbI RWO KOHKpeTHYlO <pH3HqeCKYW <POPMY, aarrpnraep, JIHCT 6YMarH, HJIH rrpe~CTaBJIHlOT co6oH JIHIIIb HH<popMaU;HlO B 3JIeKTpOHHOM BH~e, 3HaqeHHH He HMeeT.

Kaaoraa aazraxa BbIIIOJIHHeTCH orrpezreneanoti POJIblO. Bortnomennesr pOJIH MO:iKeT 6bITb qeJIOBeK HJIH KOMrrOHeHT rrporpasoaaoro 06eCrreqeHHH. B CJIyqaJIX, xorrra pOJIb BblrrOJIHHeTCH qeJIOBeKOM, YKa3bIBaeTCH Ha60p rrOJIHOMoqHH, KOTOPbIMH 3TOT qeJIOBeK ~OJI:iKeH 06JIa~aTb ~JIH HCrrOJIHeHHH POJIH.

J1crrOJIHeHHe POJIH pery.nxpyerca Ha6opOM rrpaaa,n, IIpaBHJIa MoryT 6bITb KaK o=rem, rrpOCTbIMH ("Bce rrOJIH <pOPMbI ~OJI2KHbI 6bITb 3arrOJIHeHbI"), TaK H BeCbMa CJI02KHbIMH ("IIpe~ocTaBJIeHHe xpeznrra paapenreno JIHIIIb B cnyxae y~OBJIeTBOpeHHH pana KpHTepHeB B COOTBeTCTBHH C orrpezrenemrsoa aJIrOpHTMOM").

Hacro nponecc MO:iKeT OXBaTbIBaTb HeCKOJIbKO opraHH3aIJ;HOHHbIX rrozrpaazreneana. IIo3ToMY oxeas Ba2KHO orrpezte.nrrrr, BJIa~eJILna ~JIH xaxczroro nponecca. BJIa~eJIeu; rrpou;ecca - 3TO eru;e o~a POJIL.

BJIa~eJIeu; npouecca o'raexaer sa onpeztenenae npouecca, xoropoe Heo6xo~o paccrearpaaarr, KaK "yqeTHbIH 3JIeMeHT ("Y3), na KOTOPbIH pacrrpocrpaamorca nee

IIOMEPLKKA YCJIyr

TPe60BaHYlH KOHTPO.nH Yl3MeHeHJri:i:. Bnazrenen rrponecca 06H3aH YlHCPOpMYlpOBaTb 0 m06bIX rrpOYlCXO,n;Hru;YIX J13MeHeHYlJIX BCeX, KTO 3a,n;eMCTBOBaH B YlCrrO.nHeHYIYI nponecca.

nplttBep>KeHHOCTb PYKOBOp,CTBa

IIpYlBepJKeHHOCTb PYKOBO,n;CTBa rrpOHB.nHeTCH B MOTYlBau;YIYI nepconana YI ,n;eMOHCTpau;YIYI JKe.naeMOrO noaenenna na C06CTBeHHOM rrpastepe. Ecnn BbI (YI.nYl nama sreaezrscepsr) He 6y,n;eTe OTKPbITO YI ,n;eMOHCTpaTYlBHO rrOMepJKYIBaTb ncnonr.aoaaaae rrepeztoaoro OIIbITa YI.nYl ec.nn BbI He B ncrraosi Mepe rrpoanrrre rrpYlBepJKeHHOCTb K J13MeHeHYlHM YI HOBOBBe,n;eHYIHM, TO OT nepconana nerrsaa 6y,n;eT OJKYI,n;aTb caMOCOBepIlleHCTBOBaHYIH, y.ny-mrenaa rrponeccos Ynpaanenrra ycnyraern YI.nYl rrpezrocraanaesrsrx 3aKa3'lYlKaM yc.nyr. Be3 rro,n;JIJ1HHOM rrpYlBepJKeHHOCTYI PYKOBo,n;CTBa aaezrpearre YrrpaB.neHYIH ycrryrasnr B OpraHYl3au;YIYI ,n;OBeCTYI zro KOHu;a a6co.nIOTHO HeB03MOJKHO.

3.3.1

AcneKTbl npMBep>KeHHOCTM PYKOBOACTBa

B COBpeMeHHbIX OpraHYl3aU;YlHX Heo6xo,n;YlMO corrracoaamre B03MOJKHOCTeH J1T YI TPe60BaHYlM 6Y13HeCa, B CBH3Y1 C 'leM OT MeHe,n;JKepOB TPe6yeTcH noztxozt K ynpaanenmo, OpYleHTYlpOBaHHhIH na TOTa.nhHOe Ka'leCTBO. OIIYICaHYle pa3.nY1'lHbIX acrrexros rrpYlBepJKeHHOCTYI PYKOBo,n;CTBa MOJKHO HaMTYI B IllHpOKO Ylcrro.nb3yeMbIX ~o,n;e.nJIX TOTa.nhHOrO xa=recraa, TaKYIX KaK Mo,n;e.nYI OT Eaporrericxoro cponna yrrpaanenna Ka'leCTBOM EFQ~ (B Enpone) YlJIJ1 Ilporparasn,r HaU;YlOHa.nbHoM narpazrsr aa Ka'leCTBO YlMeHYI Manxo.mra Boarztpxzraca ~BNQA (B CeBepHOH AMepYIKe).

3.3.2

npMBep>KeHHOCTb PYKOBOACTBa aa srane nnaHMpOBaHMR

nOlle My BHelJ.peHMR 38K8HIlMB81OTCR HeYlJ.8lleiif?

B rrpomnora 3TOT BOrrpOC aazraaanca HeO,n;HOKpaTHO. Ecnn Yl3Y'lYlTb rrprornasr neyzta=r aa caMOM BbICOKOM yponae, MOJKHO 3aMeTYlTb orrpezte.neaayto CYlCTeM)'. Ilpocroe rrpoexrnpoaaarte YI aaezrpeane HOB oro YI.nYl 06HOB.neHHoro rrponecca He rapanrrrpyer ycrrexa. Llenn npouecca MoryT OCTaTbCH HepeaJIJ130BaHHbIMYI B pesynsrare ,n;eMCTBYlH MHOrYlX cpaKTOpOB. B 60.nhIllYIHCTBe czry=raen rrpYl'lYIHOH aeyzta-m HB.nHeTCH He,n;OCTaTOK BHYlMaHJ1H K «ofiecne-renrno nponecca». Co CTOPOHbI PYKOBo,n;CTBa He,n;OCTaTO'lHO TO.nbKO BbI,n;e.nYlTb cpYlHaHCHpOBaHYle aa aaezrpemre rrponecca, rroc.ne =rero pacc.na6Y1TbCH YI Ha,n;eHTbCH Ha TO, 'ITO Bce 3apa6oTaeT KaK Ha,n;o. OT PYKOBo,n;CTBa Tpe6yeTcH rrpYlBepJKeHHOCTb na ncex aranax IJ;YIK.na ensuucupoeawue-ucnonnenuenpOBep1W-UCnO.lI/b30Ba1iUe», a TaKJKe BHJ1MaHYle KO BceM acrrexraxr YlHcppaCTPYKTYPbI Ynpaanenna ycnyrasra. B 'lYlc.ne rrpo-rrrx pacrrpocrpanernrsrx rrpa=ora aeyzra-r MOJKHO OTMeTYITb cnezryroume:

• He,n;OCTaTO'lHaH rrpYIBepJKeHHOCTb YI.nYl He,n;OCTaTO'lHOe rrOHYIMaHYIe CO CTOPOHbI rrepconana;

• He,n;OCTaTOK 06Y'leHYlH;

• OTCYTCTBYle y nepconana, OTBeTCTBeHHoro aa nnezrperrae, ,n;OCTaTO'lHbIX IIO.nHOMO'lYlM .n;.nH rrpYIHHTYlH Tpe6yeMbIX penremrri;

• OTCYTCTBYle «rmztepa» Yrrpaaneana yc.nyraMYI (rmna, HB.nHIOru;erOCH ,n;BHJKYIu;eH CYI.nOH nponecca BHe.n;peHYIH);

•••••••••

• norepa CTHMYJIa rrOCJIe rrepBOHa'IaJIbHOM aKTJ1BHOM rrOAAepJKlm;

• HeXBaTKa rrepBOHa'IaJIbHOrO cpJ1HaHCJ1pOBaHJ1JI J1 OTCYTCTBJ1e nozmaronmxca KOJIJ1qeCTBeHHOM O~eHKe ,n;OJIrOCpO'IHbIX nsrrozt C TO'IKJ1 3peHMJI aarpar;

• CJIJ1IIIKOM BbICOKaJI KOH~eHTpa~J1JI na TaKTJ1'IeCKJ1X, JIOKaJIbHhIX «pellIeHJ1JIX» BMeCTO CTpaTerJ1qeCKOrO penremra, TO ecrr, paoora aazi OT,n;eJIbHhIMM 3JIeMeHTaMJ1 YrrpaBJIeIDfJI YCJIyraMJ1 BMeCTO 06ru;eM KapTJ1HbI;

• =repec=ryp OrrTJ1MJ1CTJ1qHbIe OJKJ1,ll;aHMJI HeMe,ll;JIeHHhIX BbITO,n; J1JIJ1 rrOIIbITKa

,n;06J1TbCJI BCerO Cpa3Y;

• HepeaJIJ1CTJ1qHbIM rpacpmc BHe,n;peHJ1JI;

• OTCYTCTBJ1e OTBeTCTBeHHOrO JI~a;

• CJIOJKHOCTJ1 J13MeHeHJ1JI KOprrOpaTJ1BHOM KYJIbTYpbI;

• HeB03MOJKHOCTb nozutepxoor nponecca J1Meroru;J1MMCJI Cpe,n;CTBaMJ1, 'ITO rpefiyer anarrranmr rrpouecca J1JIJ1 Cpe,n;CTB;

• HerrpaBJ1JIbHbIM nozrxon K BHe,n;peIDfID, T.e. He OTBe'Iaroru;J1M rrpJ1H~J1IIaM YrrpaBJIeHJ1JI npoexrascr;

• HerrpaBJ1JIbHOe onpenenemre paMOK nponecca;

• aezrooneaxa crenean YCJ1JIJ1M J1 ,n;J1C~J1IIJIJ1HhI, He06xo,n;J1MbIX ,n;JIJI BHe,n;peHJ1JI YrrpaBJIeHJ1JI YCJIYraMJ1.

KynbTYPHbie acnexru

IIpe,n;cTaBJIJIeTCJI O'IeBJ1,n;HhIM, 'ITO ,n;JIJI rrpO~BeTaHMJI KOMMep'IeCKaJI OpraHM3a~J1JI ,n;OJIJKHa CTaBJ1Tb CBoeM rJIaBHOM ne.nsro y,n;OBJIeTBOpeHHOCTb 3aKa3'IJ1Ka. K coacaneamo, zto aeztaaaero BpeMeHJ1 MHOrJ1e I1T-rro,n;pa3,n;eJIeHJ1JI 6bIJIJ1 CJIJ1llIKOM YBJIeqeHbI TeXHOJIOrJ1JIMM J1 J1HCTpYMeHTaJIbHhIMJ1 pellIeHMJIMM J1 ztaace He OC03HaBaJIJ1, 'ITO y HJ1X sootime HMeroTCJI 3aKa3'IJ1KJ1.

B rrOCJIe,n;HJ1e rozrsr aa rrOCTaBrn;J1KOB I1T-ycJIYr OKa3bIBaeTCJI ,n;aBJIeHMe C TeM, 'IT06bI OHJ1 6bIJIJ1 60JIbllIe OCBe,n;OMJIeHbI 0 CBoeM pOJIJ1 B nozmepaoce 6J13HeCa J1 pa60TaJIJ1 B Ka'IeCTBe rro,n;OT'IeTHhIX 6J13Hec-rro,n;pa3,n;eJIeHJ1M. Taxoe ,n;aBJIeHJ1e OKa3bmaeTCJI C pa3HbIX CTOPOU:

• ayTcOpCJ1Ur;

• J1CrrbITaHJ1JI B YCJIOBJ1JIX psraxa;

• 06JI3aTeJIbHbIe rrponezrypsr KOHKYPCHhIX roproa;

• casor 3aKa3'IJ1KJ1 (KOTOPbIM ace =rante rrpe,n;OCTaBJIJIroTCJI c06CTBeHHhIe 6ro,n;:m:eTbI J1 cB060,n;a paCrrOpJIJKaTbCJI J1MJ1 rro CBoeMY YCMOTpeHJ1ro).

Te apesreaa, xorzta nepconan I1T-rro,n;pa3,n;eJIeHJ1M OTHOCJ1JICJI K CBOJ1M «3aKa3'IJ1KaM» KaK K HeJ136eJKHoMy 3JIy J1JIJ1 rrpOCTO KaK K KarrpJ13HbIM COCJIYJKl1B~aM, yace (KaK MI.I nazteeraca) rrpOIIIJIJ1. Cej;fqac cpezm OpraHJ13a~J1M pacrer OC03HaHJ1e Toro, 'ITO ,n;JIJI COXpaHeHJ1JI c06CTBeHHoro I1T-rro,n;pa3,n;eJIeHJ1JI eMY He06xo,n;J1MO 6bITb KaK MOJKHO 6JIJ1JKe K 3aKa3'IJ1KaM, rrOHJ1MaTb J1 rrpornoarrpoaarr, rroTpe6HOCTJ1 3aKa3'IJ1KOB J1 y,n;OBJIeTBOpJITb 3TJ1 rrOTpe6HOCTJ1. IIpJ1opJ1TeTHOCTb y,n;OBJIeTBOpeHMJI 3aKa3'IJ1KOB B HT-rro,n;pa3,n;eJIeHMJIX normanacs OT ypOBHJI «HerrJIOXO 6bI» zto ypOBHJI «BaJKHee ncero».

IIO,lJ):J:EPLKKA YCJIyr

flpeztocrannerrae KaqeCTBeHHhIX I1T-ycJIyr C BhICOKHM ypOBHeM ztocrynaocrn H 3<p<peKTHBHOCTH B03MO:lKHO rrpn HCrrOJIh30BaHHH rrpaBHJIhHOrO annaparnoro ofiecne=remra, rrporpasoraoro ofiecrre=reana H COOTBeTcTBym~eH .n;HCU;HrrJIHHhI rrOMep)KKJ1. TaKOH ypoaens yc.nyr M02KeT OKa3aThCa y.n;OBJIeTBOpHTeJIhHhIM .n;JIa 3aKa3qHKa, HO He rrpHBeCTH ero B BOCTopr! LIT06hI 3aKa3qHKY rrOHpaBHJIOCh C BaMH pafiorarr, H OH 3aXOTeJI otiparnrr.ca K BaM CHOBa, rrorpefiytorca ztononaarensnsre YCHJIHa. To, KaK npenocraanaerca YCJIyra, 3aBHCHT OT JIIo.n;eH, npenocraanarourax ycnyry. 3aKa3qHK 6y.n;eT .n;OBOJIeH JIHIIIh B TOM cnyxae, eCJIH ace y-racreyronme B rrpe.n;OCTaBJIeHHH YCJIyrH pa60THHKH pearHpymT Ha nOTpe6HOCTH 3aKa3qHKa, BHHMaTeJIhHbI, Be2KJIHBhI H 3aCJIY2KHBaroT ztosepna, rrpenocraanaa ycnyry TaK, KaK OHH XOTeJIH 6hI nOJIyqHTh ee casta.

HaM acesr H3BecTHo, qTO 3aKa3"9:HK - 3TO HeKTo, HMero~HH zreno C rrponasnora H npHBhIQHO cOBepIIIaro~HH y Hero noxyrrxa. AHaJIOrHQHhIM 06pa30M MhI ace 3HaeM, QTO TaKoe ycnyra - .n;eHCTBHe, COBepIIIeHHoe na rrOJIh3Y HJIH .n;JIa nsrrozrsr KaKOrO-JIH60 JIHu;a, y-rpeacnenaa HJIH ztena. CJIe.n;OBaTeJIhHO, rrpe.n;OCTaBJIeHJ1e 3aKa3qHKY ycnyr CBa3aHO C MCrrOJIHeHHeM .n;eHCTBHH na nOJIh3Y 3aKa3QHKa TaKHM 06pa30M, QTo6hI eMY XOTeJIOCh npaooperars yCJIyrH CHOBa H CHOBa.

3.4.1

4TO C060M npeACTaBl1ReT Kyl1bTypa opraHM3aLlMM?

OQeHh Ba2KHO, QTo6hI ace COTpy.n;HJ1KH, 3a.n;eHCTBOBaHHhle B rrpe.n;OCTaBJIeHHH ycnyrn, 6hIJIH rrpnaepzaeasr KOHu;enU;MH y.n;OBJIeTBOpeHHa Hy2K.n; 3aKa3QHKa . .uo6HThca aroro MO:lKHO JIHIIIh B TOM cnyxae, eCJIH roro rpeoyer BHYTpeHHHH xopnoparnsnaa xym.rypa. Ilpeoforanarornaa KyJIhTypa B JII060H OpraHJ13aIJ;HH HBJIHeTCH pe3YJIhTaTOM .n;eHcTBHH MH02KeCTBa <paKToPOB: aospacra H HCTOpHH opraHH3aIJ;HH, ee paasrepa, HCnOJIh3yeMhIX TeXHOJIOrHH, u;eJIeH opraHH3aIJ;HH, psraxa, aa KOTOPOM OHa paficraer, Hero reorparprrsecaoro pacrrOJI02KeHHH, JIHQHOCTeH H nepCOHaJIhHhIX KaQeCTB COTPY,ll;HHKOB.

113-3a MH02KeCTBa BJIHHro~HX <paKTOPOB HeB03M02KHO 02KH,ll;aTh Toro, QTO ace opraHH3aU;HH 6y.n;yT HMeTh oznry H Ty 2Ke KYJIhTYPY, opranrraanaonnyro CTPYKTYPY HJIH CHCTeMY. HeCMOTpH na ace 60JIhIIIee KOJIWIeCTBO .mrreparypsr, rrOCBa~eHHOH BHYTpeHHew KyJIhType opraHH3aU;HH, rOTOBoro peu;errTa <pOpMHpOBaHHH KopnopaTHBHOH 3THKH rro npeacaesry He cymecrsyen

TepMHH «KYJIhTYpa» HCrrOJIh3yeTcH snecs .n;JIH 0603HaQeHHH u;eHHOCTew H y6e2K,ll;eHHH OpraHJ13aU;MH, T.e. 06hIQHOrO cnoco6a Be.n;eHHH zte.n, B QHCJIe COCTaBJIHro~HX KyJIhTYPhI M02KHO OTMeTHTh:

• rrOPMOK HCnOJIh30BaHHH rrOJIHOMOQHH H B03Harpa2K,ll;eHHH COTpy.n;HJ1KOB;

• MeTo.n;hI KOMMYHHKaU;HH;

• CTporOCTh B OTHOIIIeHHH pafioxero BpeMeHH H o.n;e2K,ll;hI, a TaK2Ke MephI npHHy.n;HTeJIhHOrO HCrrOJIHeHHH nponenyp H npaBHJI.

IIoCTopoHHHH QeJIOBeK M02KeT cpasy nOQYBCTBOBaTh xyzrsrypy opraHH3aU;HH rro MOpaJIhHOMY .n;yxy nepcona.na H OTHOIIIeHHID K paoore, rro JIeKCHKOHY COTPY,ll;HJ1KOB (no <ppa3aM H MO.n;HhIM CJIOBe~aM, xoropsre HMH HCrrOJIh3yroTCH), a TaK2Ke no HCTOPHHM H .nerennasr 0 repoax opraHH3aU;HH, xoropsre HMH paccxaasmarorca.

••••••••••

3.4.2

OTBeTCTBeH HOCTb

OTBeTCTBeHHOCTh aa C03,n;aHYIe YI rronzrepxcaaae KOprrOpaTYlBHOH KyJIhTyphI xatne BCerO ,n;OJI)KHa B03JIaraThCR aa ee PYKOBO,n;YlTeJIeH. Ilpeoforanarorrtaa xy.m.rypa 6y,n;eT ,n;YlKTOBaTh CPOPMY OpraHYl3aU;YlOHHOH crpyxrypsr YI xapaxrep ncrronsayesnax CYlCTeM YI rrponezryp.

B CBOeH craameit 6eCTCeJIJIepOM KHYlre «B noucx:ax npeeocxoocmea» (In Search of Excellence), nocasurenaon YlCCJIe,n;OBaHYlIO JIyqIIIYIX aMepYlKaHCKYIX KOMIIaHYIH, TOM Ilerepc (Tom Peters) YI Pofiepr YOTepMaH (Robert Waterman) OTMeTYlJIYI:

«".HeOT'heMJIeMhIM KaqeCTBOM ncex 6e3 YlCKJIIOqeHYlR ofipaanoasrx KOMrraHYlH RBJIReTCR rJIaBeHCTBO YI e,n;HHoo6pa3Y1e KyJIhTYPhI. BOJIee roro, qeM nsnne KYJIhTYPa YI qeM fio.m.nre OHa OpYleHTHpOBaHa na PhIHOK, TeM MeHhilie rperiyerca pa3JIYlqHhIX PYKOBO,n;CTB rro rrOJIYlTYlKe, OpraHYl3aU;YlOHHhIX ,n;YlarpaMM, ,n;eTaJIhHhIX rrpou;e,n;yp YI rrpaaan ... JIIO,n;JfM ... Yl3BeCTHO, KaKYIX ,n;eHCTBHH OT HYIX OJRYI,n;aIOT B 60JIhIIIYlHCTBe CYiTyaU;YlH, TaK KaK ,n;JIR HYIX a6COJIIOTHO OqeBYI,n;HhI OCHOBHhle PYKOBO,n;Rm;Yle u;eHHOCTYI».

CJIe,n;OBaTeJIhHO, rrpononypsr ,n;OJI)KHhI rro,n;,n;ep)KYIBaTh KYJIhTYPY, a He pery.mrpoaa-n, ee YlJIYI BJIYlRTh na aee,

3.4.3

4TO nOHMMaeTCR nOA «KynbTYPOM 06cnY>KMBaHMR»?

.IJ:JIR ,n;OCTYl)KeHYlR ycrrexa B 6Y13HeCe xym.rypa JII060H OpraHYl3au;YIYI ,n;oJI)KHa BKJIIOqaTh B cefia rrOHRTYlR o6c.lIpKYIBaHYlR 3aKa3qYlKOB YI 3a6oThI 0 3aKa3qYIKax.

Y,n;OBJIeTBOpeHYIe norpetiaocrea 3aKa3qYlKa ,n;OJI)KHO CTaTh rJIaBHhIM rrpaopnrerora ,n;JIR ncex pa60THYlKOB, He3aBYlCYIMO OT YIX POJIYI B OpraHYl3au;YIYI. IIoHRTYIe ycnyrrr ,n;OJI)KHO rrpOHYlKHYTh na nee YPOBHYI OpraHYl3au;Y1Y1 - OT nepconana, aerrocpezrcraenao B3aYlMo,n;eHcTBYIOm;ero C 3aKa3qYlKaMYI YI orae-raiomero aa rrpezrocraaaenae yc.nyr; ,n;o COTpy,n;HYlKOB, BhIIIOJIHJfIOm;YIX scnoraorarensnsre POJIYI, - 6y,n;h TO MeHe,n;JRephI YlJIYI pa60THYlKYI BHYTpeHHYlX OT,n;eJIOB.

B paMKax rrpe,n;OCTaBJIeHYlR yCJIyr Heo6xo,n;YlMO y,n;OBJIeTBOpRTh Tpe60BaHYlR 3aKa3qYlKOB TaKYIM 06pa30M, qTo6hI y HYIX OCTaBaJIOCh ouryruenae 3HaqYlMOCTYI YI YBaJReHYlR - OHYI ,n;OJI)KHhI 6hITh ,n;OBOJIhHhI pe3YJIhTaTOM Ka)K,Zl;OH TpaH3aKU;YIYI. Heooxozraao CTaBYITh U;eJIhIO rrpeB30HTYI O)KYl,Zl;aHYIR 3aKa3qYIKOB (He B TOM, 'ITO BhI rrpeztocraanaere, a B TOM, KaK BhI ::lTO npenocraanaere), a TaKJKe yBepYiTh YIX B BaIIIYIX crroco6HOCTRX y,n;OBJIeTBOpYiTh nee YlX fiyzrynnre rroTpe6HOCTYI.

IIoTpaTYlB BpeMR YI YCYlJIYlR na TO, qTo6hI BhICJIYIIIaTh 3aKa3qYlKOB, MO)KHO rrOHRTh YIX TOqKY 3peHYlR aa rrpenocraanaexrsre YCJIYrYi. K.rrIOqeBhIM MOMeHTOM B rrpe,n;OCTaBJIeHYIYI ycrryr RBJIReTCR BHYlMaHYIe K ,n;eTaJIRM. Heofixoznrero czrerrarr, qyTh 60JIhIIIe, qTo6hI y,n;OBJIeTBOpYiTh Tpe60BaHYlR 3aKa3qYlKa.

3.4.4

KaK 3TO OTHOCMTCR K npeAOCTaBneHMIO ~T-ycnyr?

Tlocrpoenae KyJIhTYPhI YCJIYr B J1T-rro,n;pa3,n;eJIeHYIYl rro CyTYI He ,n;OJI)KHO OTJIYl'IaThCR OT rrOCTpOeHYlR KyJIhTYPhI yCJIyr B 6YJIOqHOH YlJIYI B Mara3Y1He orrTOBOH TOprOBJIYI KOBpal\1YI. Hcno.nsayescsre TeXHOJIOrYlYI YI rrperrocraanaexrsre nponyrcrsr MoryT OTJIYlqaThCR, HO KOHeqHhIH pe3YJIhTaT OCTaeTCR TeM JRe caMhIM - 3aKa3qYlKYI rrOJIyqaIOT YCJIYrYi. Terreps 3aKa3qYIKYI J1T-ycJIyr O)KYl,Zl;aIOT na pafiore raxoro JRe ypOBHR 06CJIY)KYIBaHYlR, KaKOH

••••••••••

IIOMEP2KKA YCJIyr

OIll1 no.nyaaror B MeCTHOM TOprOBOM nerrrpe, M MCrrOJIb3YlOT rrpn BbI60pe Te )Ke casrsre KpMTepMM.

ECJIJ1 MbI rrpnanaesr BaJKHOCTb Ka'IeCTBa rrpe,n;OCTaBJIHeMbIX HaMM lifT-yCJIyr, TO MbI ,n;OJI)KHbI COrJIaCMTbCH M C TeM, 'ITO BaJKHOM COCTaBJIHlOru;eM npenocraaneaaa YCJIyr HBJIHeTCH OTHOIIIeIll1e K HaIIIVIM 3aKa3'IMKaM.

3.4.5

4ero XOTRT JaKa3YMKM?

OC03HaB Heo6xo,!l;J1MOCTb 3aIll1MaTbCH 6M3HeCOM, CBH3aHHbIM C rrpe,n;OCTaBJIeHMeM YCJIyr, lifT-rro,n;pa3,n;eJIeHMH ,n;OJI)KHbI nprrasrrs a6COJIlOTHO HOBbIM crroco6 MbIIIlJIeIll1H M CJIe,n;OBaTb TeM )Ke rrpJ1HI.J;J1IIaM 6M3HeCa, KOTOPbIMM PYKOBO,n;CTBYlOTCH BCe rrOCTaBru;MKM yc.nyr, IIpM,n;eTcH MHOrOe yaecrr, M B3HTb aa BOOPY1KeIll1e.

Jl106aH OpraIll13aU;MH, rrpexczte 'IeM nsrrrycxa-n, KaKOM-JIJ160 HOBbIM npozryxr MJIM yc.nyry, ,n;OJI)KHa rrpOBeCTM MCCJIe,n;OBaHMe psnrxa, 'IT06bI BbIHCHMTb, 'ITO VlMeHHO 3aKa3'IJ1KM XOTHT M rOTOBbI npaofiperars.

• CneIl,Jlq,JlKaIl,JIJI - OIll1 )KeJIalOT sapanee 3HaTb, 'ITO VlMeHHO CMorYT norry=nrrs. IIpo6JIeMa C rrpenocraanenaera lifT-ycJIyr 3aKJIlO'IaeTCH B TOM, 'ITO aaxacryro 3aKa3'IJ1KM He 3HalOT, 'ITO MMeHHO MM HYJKHO - rrpeofipasoaarr, rroTpe6HOCTM 6M3Heca B roroasre peIIIeIll1H ,n;OJI)KHbI «axcneprr.r rro lifT». 3aKa3'IJ1KM He noxynaror nponyxrr,r J1JlJ1 yCJIyrM - OHM rrpnofiperaror peIIIeIll1H.

• COOTBeTCTBJle CrreI.J;J1qlJ1KaI.J;J1HM - xorna nozrxozrarnee lifT-peIIIeIll1e Hai1:,n;eHo, <ITO peurerme ,n;OJI)KHO COOTBeTCTBOBaTb crreu;mpMKaI.J;J1HM. 3aKa3'IJ1KJ1 )KeJIalOT 3HaTb, xorzra OHM CMorYT ero norry-nrrs, M ,n;OJI)KHbI 6bITb y,n;OBJIeTBOpeHbI TeM, HaCKOJIbKO <ITO peIIIeHMe OTBe'IaeT rroTpe6HOCTHM 6M3Heca.

• ITOCTOHHCTBO - 3aKa3'IMKM )KeJIalOT norrynarr, HeM3MeHHbIM pe3YJIbTaT Ka)K,!l;bIM paa, xorna OHM ofiparnarorca rrOBTopHO.

• Bsrrona aa ,!I.eHbrJl - nena, KOTOPYlO IIJIaTHT 3aKa3'IJ1KJ1, ,n;OJI)KHa COOTBeTCTBOBaTb U;eHHOCTM rrorry-raeraoro rrpozryxra MJIM YCJIyrVl.

• B3aHMO,!l.eHCTBJle - 3aKa3'IJ1KJ1 )KeJIalOT, 'ITo6bI VIM coofimana 0 TOM, 'ITO OHM norry-raror, xorna, KaK M 'ITO J1M ztenart, B cay-rae, eCJIM B03HMKalOT rrpofinerasr.

••••••••••

IIO,[(,[(EPLKKA YCJIJ7T

•••••• 1111 ••

C -rer o aa -ra Th

3.4.6

Paenpocrpaaeaaere OnpaBAaHMR BeCTM Aell0 "KaK 06bl"lHO"

YqeHMH MHOrJ'IX rypy MeHe,rpKMeHTa MaJIO qeM OTJIJ1qaIOTCH OT TOrO, qTO .n;MKTyeT 3.n;paBhIM CMhICJI, - ofipamart.ca C 3aKa3qJ1KaMM KaK C .JIJ1qHOCTHMM, cnpaurasarr, 3aKa3qMKOB 0 TOM, qTO MM HY)KHO, BhICJIYIIIMBaTh 3aKa3qMKOB M rrpe.n;OCTaBJIHTh MM TO, qTO OHM XOTHT, rrOCTOHHHO 06llIaThCH C 3aKa3qJ1KaMM M rrepCOHaJIOM, 3aBOeBhIBaH MX ztoaepne. Bee aTO KaJReTCH rrpOCThIM. TaK noxesry JRe MHOrMe OpraHM3aU;MM rrorrpezsnesry He MoryT ofiecrrearrrs rrOCTOHHHYIO y.n;OBJIeTBOpeHHOCTh 3aKa3qJ1KOB? B qMCJIe pacrrpocrpanennsrx orrpasnamra MO)KHO OTMeTMTh cnezryroume:

• «MhI YBeJIMqMBaeM aaury .n;OJIIO psnnca M paCIIIMpHeM CBOM accoprrorear rrponyxroa»;

• «Hamn 3aKa3qMKJ1 .n;OBOJIhHhI - KOJIJ1qeCTBO JRaJIo6 3aKa3qJ1KOB aa rrpOIIIe.n;IIIMM rozt CHM3J1JIOCh, a pe3YJIhTaThI nanrero M3yqeHMH crenena y.n;OBJIeTBOpeHHOCTM 3aKa3qMKOB rrOKa3aJIM, qTO HaM yzranocs rrOBhICMTh yponeas YCJIYr»;

• «MhI HBJIHeMCH JIJ1.n;epaMM psraxa - MhI JIyqIIIMe»;

• «06CJIY)KJ1BaHMe 3aKa3qJ1KOB HBJIHeTCH Ba)KHhIM BOrrpOCOM, MMeHHO noarosry y Hac MMeeTCH nonpasneneaae rro 06CJIYJRMBaHMIO 3aKa3qMKOB - aTO OHM OTBeqalOT aa y.n;OBJIeTBOpeHHOCTh 3aKa3qJ1KOB»;

• «Hanm pa60THMKM - li1T-crreU;MaJIMCThI BhICOKOM KBaJIJ1qmKaU;MM, MX He yqMJIM pafiore C 3aKa3qJ1KaMM»;

• «MhI paasure rrhITaJIMCh BHe.n;pMTh CMCTeMY 3a6oThI 0 3aKa3QMKaX - OHa CTOJ1JIa HaM xyxy .n;eHer M B pe3YJIbTaTe rrpaKTJ1qeCKM HJ1qero He ziana»:

• «MhI ncerna 06pallIaJIMCh C HaIIIMMM 3aKa3QMKaMM KaK C 3aKa3QJ1KaMM M o6eCrreQMBaJIM npeaocxozmoe 06cJIY)KJ1BaHMe»;

• «MhI He orracaexrca KOHKypeHU;MM - aarna 3aKa3QMKM rrpMBH3aHhI K BHYTpeHHMM YCJIYraM. MhI He HBJIHeMCH 6M3Hec-rro.n;pa3.n;eJIeHMeM - MhI yrrpaanaera li1T-oT.n;eJIoM».

3.4.7

CKOllbKO ece 3TO 6YAeT CTOMTb?

IIocTaBJIeHHaH nerrs «rrpeaocxoznrrs O)KJ1)l;aHMH 3aKa3QMKoB» npencraanaerca aecsraa zioporocroamea. ,n:eMcTBMTeJIhHO, eCJIM MhI 06ellIaJIM npafisrn, K 3aKa3QMKY B TeQeHMe =rersrpex QaCOB .n;JIH rrOQMHKM rrprrarepa, a BMeCTO aroro 06epHYJIMCh aa .n;eCHTh MMHyT C a6COJIIOTHO HOBhIM rrpaareposr na 3aMeHY, TO MhI, HeCOMHeHHO, nonecess .n;orrOJIHMTeJIhHhle aarparr.r (aaxnaznrsre pacxonsr na nepconan, rrpOCJ1JKJ1BalOllIMM B OJKJ1.n;aHJ1J1 3BOHKOB, sarparr,r na sanacasre rrpaarepr,r, xpaHHIIIMeCH B oqmce, M T . zt.). 3aKa3QMK, B03MO)KHO, 6y.n;eT aecssra 06pa.n;OBaH TaKMM ypOBHeM 06CJIY)KJ1BaHMH, 6y.n;eT OJKJ1.n;aTh raxoro JRe 06CJIYJKMBaHMH KaJK.n;hIM pas M, HeCOMHeHHO, 6y.n;eT pa30QapOBaH, eCJD1 B CJIe.n;ylOllIMM paa HaM norpeoyerca =rerrsrpe =raca.

Ilpeaocxonars OJKJ1.n;aHMH 3aKa3QMKa, TaKMM 06pa30M, He 03HaQaeT «rrpe.n;OCTaBJIHTh YCJIYrM aanapoxr». B yrrOMHHYTOM nsnne npnsrepe 3aKa3QMK MOJReT 6hITh BrrOJIHe .n;OBOJIeH CPOKOM pearnpoaanaa B =rersrpe =raca, rroarosry rrpafisrrae =repea zreca'rs MMHYT B aTOM cay-rae MOJReT .n;aJRe OKa3aThCH .n;JIH Hero Hey.n;o6HhIM - eCJIJ1 OH 3arrJIaHMpOBaJI 3aHHThCH B 6JIJ1JKaMillMe =rerrsrpe =raca QeM-JIM60 erne. 3aKa3QMK MOJReT 6hITh BrrOJIHe .n;OBOJIeH CTaphIM rrpnareposr M He JReJIaTh 3aMeHMTh ero aa HOBhIM -

••••••••••

IIOMEPLKKA YCJIyr

oco6eHHO eCJIJ1 3TO 6y.n;eT zrpyraa MO.n;eJIh YLlTI1 eCJIM rro-rpefiyerca HeKOTOpOe BpeMH aa ero KOHqmrYPMpOBaHMe.

IIOCTaBI~MK ycrryr MT MO:iKeT y.n;OBJIeTBOpMTh 3aKa3'IMKa 6e3 JIMIIIHJ1X aarpar nocpencraosr:

• perMCTpaU;MM M YHCHeHMR TeXHJ1'IeCKOrO xapaxrepa rrpofinesn,r rrpn nepaosr KOHTaKTe;

• pearnponaaxa B COOTBeTCTBMM co CPO'IHOCThIO, YCTaHOBJIeHHOM 3aKa3'IMKOM;

• MH<popMMpOBaHMR 3aKa3'IMKa 0 TOM, 'ITO M xorna .n;0JI:iKHO rrpOM30MTM, M BhmOJIHeHMH o6e~aHMi1;

• BhIIIOJIHeHMH pa60T C MJ1HJ1MaJIhHhIMM noxexasra, 3HeprM'IHhIM M rrpO<peCCMOHaJIhHhIM 06pa30M;

• aHaJIM3a rrpemrpxaa'rsrx Mep, rr03BOJIRIO~erO y6e,n;MThCR B YCTpaHeHJ1M rrpofinesrsr M y.n;oBJIeTBOpeHMM 3aKa3'IMKa.

BhIIIOJIHeHMe pa60T B COOTBeTCTBMM C rrO:iKeJIaHJ1RMM 3aKa3'IMKa, rrpaBMJIhHO M C nepaoro paaa, <paKTJ1'IeCKM 3KOHOMMT aarpa-rsr aa B03MO:iKHhrn rrOBTOPHhrn BM3MT.

Bnezrpeane rrporpaMMhI 3a6oThI 0 3aKa3'IMKaX nompe6yem .n;eHe:iKHhIX 3aTPaT - na orinary BpeMeHJ1 nepconana, o6y-qeHJ1e, M3MeHeHJ1e MeTo.n;oB pa60ThI, pexrrasrasre MaTepMaJIhI M T . zt., oztaaxo 3TM sarpart,r Heo6xo)l;J1Mo B3BeCMTh OTHOCMTeJIbHO aarpar, xoropste rroaecer OpraHJ13aU;MR B TOM cnyxae, eCJIJ1 3Ty rrporpasrsry He aaezrprrrs - a TaK:iKe OTROCMTeJIhHO pMCKa yxozta Hey.n;OBJIeTBOpeHHoro 3aKa3'IMKa K KOHKypeHTy. 3aTpaThI aa rrOMCK HOBhIX 3aKa3'IMKOB 6y.n;yT 60JIhIIIe, 'IeM aa yztepscaaae MMeIO~J1XCR, rr03TOMy JII06hle zteasrn, norpa-renasre aa y.n;OBJIeTBOpeHJ1e J1MeIO~J1XCH 3aKa3'IMKOB, 6y.n;yT rrorpa=rerrsr He 3pH.

3.4.8

KaKOBbl nOTeHI..I.Mal1bHble npeMMy~ecTBa 3a6oTbi 0 3aKa3 ... MKax?

He3aBMCMMO OT MOTMBaIJ;J1M, croanren aa rrocrpoeanea KyJIhTYPhI o6cJIy:iKJ1BaHJ1H, KOHe'IHhIM pe3YJIhTaTOM HBJIReTCH noasnrremre rrpM6hIJIhHOCTM:

• orrepannonnsre sarparr.r 6y.n;yT CHJ1:iKaThCR, TaK KaK na rrpenocraanenae 3aKa3'IMKaM HY:iKHhIX rrponyxroa M ycrryr fiyzrer 3aTPa'IMBaThCR MeHhIIIe YCMJIMM;

• paasrep rrpM6hIJIM fiyzter paCTM rro Mepe YBeJIM'IeHJ1R 'IMCJIa rrOBTopHhIX c.n;eJIOK - ropaazto .n;eIIIeBJIe rrponars 'ITo-JIJ160 cyntecrayromesry 3aKa3'IMKY, 'IeM MCKaTh ROBhIX;

• rrpO.n;YKTMBHOCTh 6y.n;eT yJIy-qIIIaThcR sa C'IeT 60JIee 3<p<peKTMBHOM pa60ThI nepconana B KOMaH,n;aX;

• MOpaJIhHhrn .n;yx 6y.n;eT rroar.nnarsca, a rexysecrr, xanpon - CHJ1:iKaThCR rro Mepe pOCTa y.n;OBJIeTBOpeHHOCTM nepconana CBoeM pa60TOM M ero YBepeHHOCTM B HeM;

• Ka'IeCTBO ycrryr 6y.n;eT rrOCTOHHHO rrOBhIII1aThCH, 'ITO XOPOlliO OTpa3MTCH aa perryramra MT-rro.n;pa3.n;eJIeHJ1R, rrpMBJIeKaR HOBhIX 3aKa3'IMKOB I1 rrofiyacztaa cyutecrnyroutax 3aKa3'IMKOB rrpaofiperarr, 60JIhIIIe;

• MT-rro.n;pa3.n;eJIeHMe CMO:iKeT 60JIee 3<p<peKTMBHO rronnepaoraarr, rroTpe6HOCTM 6I13HeCa M CMO:iKeT JIy-qIIIe pearnpoaa'rs aa J13MeHeHMH B xozte 6M3Heca.

••••••••••

3.4.9

06~eHMe no YnpaBl1eHMIO YCl1yraMM

O'IeHb Ba2KHO, 'ITo6bI rrOHJITYlJI BYl6Jll10TeKYI ITIL 6bIJIYI XOpOIIIO 3HaKOMbI YI rrOHJITHbI nonpaanenemno YrrpaBJIeHYlJI YCJIYI'aMYI. Y'Ie6Hble xypcsr rro OCHOBaM ITIL YI yrrpaanearoo YCJIYI'aMYI B HaCTOJIIIJ;ee BpeMJI IIIHpOKO ,!I;OCTyrrHbI, B CBJI3Y1 C 'IeM 3K3aMeHaU;YlOHHbIMYI COBeTaMYI EXIN YI ISEB paapafioransr KBaJll1<pYlKaU;YlOHHble rrponezrypsr, rrpnsnaaaesrsre BO ncexr MYlpe. Ha pyfiezse TbICJI"'IeJIeTYlJI CBOIO KBaJIYI<pYlKau;YlIO B 06JIaCTYI YrrpaBJIeRYIJI MT-ycJIYI'aMYI nozrraepztamr 60JIee 10000 qeJIOBeK BO acexr MYlpe, a KOJIYl"'IeCTBO OKOH"'IYlBIIIYIX yqe6Hble KypCbI 3Ha'IYlTeJIbHO 60JIbIIIe. IIoMYlMo aroro, ,!I;JIJI OpraHYl3aD;YIYl rrOJIe3HO 6Y,!l;eT saxasarr, OpYleHTHpOBaHHbrn na 6Y13HeC rpenanr; oXBaTbIBalOIIJ;YlM 60JIee IIIHpOKYIM xpyr BOrrpOCOB yrrpaanenaa YIH<ppaCTpYKTYPOM. O'IeHb qaCTO MT-rro,!l;pa3,!1;eJIeHYlJI 06BYlHJIIOT B TOM, 'ITO ORYI He,!l;OCTaTO'IHO 3HaKOMbI C 6Y13HeCOM YI ero rroTpe6HOCTHMYI; ,!I;OrrOJIRYlTeJIbHYlO YlH<popMau;J1lO M01KHO HaMTYI B cepmr KHYIr ITIL «Bnaaec-rrepcnexrrraa».

••••••••••

IIO,U,UEPlKKA YCJIYT

••••• 1111111111

II CnY)f{6a SERVICE DESK

3Ta HeTMIU1"'IHaH nnaaa rrOCBHI~eHa C.rry2K6e Service Desk MT, 0630py ee CPYHK~MM M rrOJI02KeHMH BHYTpM opranasamor. COBeTbI, nponenypr.r, nponeccsr M PYKOBo,n;CTBa, omrcamrsre B 3TOM nnaae, HM B KoeM cJIYLIae He HBJIHIOTCH OKOH"'IaTeJIbHbIMM M MorYT 6bITb HerrpMMeHMMbI K HeKOTopbIM TMrraM opraHM3aU;MOHHbIX crpyxryp.

3Ta nnana COCTOMT M3 CJIe,n;yIO~MX pa3,n;eJIOB:

• 0630P;

• Bnenpemre MHcppaCTPYKTypbI CJIY2K6bI Service Desk;

• TeXHOJIOrMM C.rry2K6bI Service Desk;

• 06H3aHHocTM CJIY2K6bI Service Desk, ee CPYHKU;MM, YPOBHM xaztpoaoro

ooecne-reaxa M rrp.;

• HaBbIKM nepconana CJIY2K6bI Service Desk;

• Y CTaHOBKa pa60"'IeM cpeztsr CJIY2K6bI Service Desk;

• Ofiy=renne M TpeHMHrM nepconana CJIY2K6bI Service Desk;

• Ilponeccsr M rrpouerrypsr, asmo.mraerasre CJIY2K60M Service Desk;

• OT"'IeTHOCTb M aHaJIM3 MHU;M,n;eHToB;

• BbIBO,n;bI.

BbI YBM,n;MTe, "'ITO CTpYKTypa 3TOM rJIaBbI OTJIM"'IaeTCH OT zrpyrrtx rJIaB 3TOM KHMrM. B OTJIM"'IMe OT zrpyrnx pa3,n;eJIOB, rrOCBH~eHHbIX onacamrro nponeccoa, 3a,n;a"'IeM C.rry2K6bI Service Desk HBJIHeTCH BbllOJIHeHMe orrpeztenemron CPYHKU;MM: CPYHKU;MM, KOTopaH nrpaer HaMBa2KHeMIIIYIO pOJIb BO BceM KOHu;errU;MM YrrpaBJIeHMH YCJIyraMM. BOT rrO"'IeMY Cnyzsfia Service Desk paccsrarpasaerca nepaori B 3TOM KHMre. CJIY2K6a Service Desk - 3TO TO"'IKa KOHTaKTa Me2Kp;y 3aKa3"'IMKOM M YCJIYrOM. 3Ta CJIY2K6a necer OTBeTCTBeHHOCTb sa KOHTPOJIb MHU;M,n;eHToB, KOTOPbIM o6eCrre"'IMBaeTCH nponeccosr YrrpaBJIeHMH MHU;M,n;eHTaMM. B rorase «Yrrpannenne MHU;M,n;eHTaMM» uaaaa 5) rrpMBo,n;MTCH nozrpofiaoe onacamre TeXHM"'IeCKMX acnexroa, paCCMaTpMBaeMbIX B 3TOM r.nane.

0630P

4.1.1 3aLleM Hy>KHa Cny>t<6a Service Desk?

C POCTOM Tpe60BaHMM 3aKa3"'IMKOB M rJI06aJIM3aU;MeM KOMrraHMM, rrpe,n;OCTaBJIeHHe yc.nyr na MHpOBOM yponne CTaHOBMTCH TeM, "'ITO OTJIM"'IaeT ycrrex OT npoaana, M, 6e3 COMHeHMM, HBJIHeTCH 60JIbIIIHM KOHKypeHTHbIM rrpeMMY~eCTBOM (CM. «Mozrens u;erro"'IKMYcJIYra-IIpM6bIJIb», PMCYHOK 4.1.). TOJIbKO "'IeTKO rrOHMMaH CBOMX 3aKa3"'IMKOB M CBOM 6M3HeC-HY2K,Zl;bI, OpraHM3aU;HH M02KeT npeztocraanrr, TaKoM yponens YCJIYr.

3cpcpeKTMBHaH M BbICOKOKa"'IeCTBeHHaH nozmepacxa xoxmssorepaoa HHcppacTPYKTYPbI M 3aKa3"'IHKOB KpMTM"'IHa ,n;JIH ,n;OCTM2KeHMH KoprrOpaTMBHbIX 6M3HeC-u;eJIeM. ECJIH apxMTeKTYPa opraHH3aU;MM KpaMHe pa3HOpO,n;Ha H paccpe,n;oTO"'IeHa, yrrpaBJIeHMe H nozmepaoca TaKoM cpezrsr CTaHOBMTCH O"'IeHb rtoporori, rpeoyer 60JIbIIIMX sarpar BpeMeHM, H "'IaCTO 6e3pe3YJIbTaTHa.

IIO.n;.n;EP:lKKA YCJlYI'

IIo 60JIhIIIOMY C"'IeTY TaKa.H He06XOn;l1MOCTb 06'bRCHReTCR ropasno rrpome: "'ITO zte.nana 6bI OpraHl13aU;l1R 6e3 CJIY:>K6bI Service Desk?

Korna Y 3aKa3ql1KOB l1JIl1 IIOJIb30BaTeJIeH B03Hl1KaeT rrpofinesra, :>KaJI06a l1JIl1 sonpoc, OHl1 XOTRT rro.ny=rrrrs OTBeT HeMen;JIeHHO. Ho ente naacaee 1!;JIR Hl1X rroJIY"'ll1Tb pe3YJIbTaT - penreaae }IX rrp06JIeMbI. ReT nn=rero 60JIee paszrpaacaromero, qeM rrOCTORHHble 3BOHKl1 B opraaaaanmo l1JIl1 COOTBeTCTByrom;l1H OTn;eJI, xorzia BaIII sarrpoc nepeztaror OT oznroro COTPyn;Hl1Ka K zrpyroxry zro Tex rrop, noxa BbI He HaHn;eTe Hy:>KHoro qeJIOBeKa, rrpn 3TOM aaneacs, "'ITO CeHqaC y Hero He 06en;eHHbrH nepepsm, OH He B orrrycxe l1JIl1 rrpOCTO He YIIIeJI C pa60TbI paasrrre.

lIenolfKa ycnyra-npM6blnb

PUCYHOK 4.1. - MOl1enb LjenOLfKU Ycnyra-npu6blflb

4.1.2

npo6neMa nOMep>KKH

Ha MHorl1e CJIY:>K6bI TeXHH"'leCKOH rrOMep:>KKl1 OKa3bIBaeTCR ztaanemte n;JIR YJIY"'lIIIeHl1R 06cJIY:>Kl1BaHl1R l1 yMeHbIIIeHl1R 3aTPaT. OHl1 06bI"'lHO pa60TaIOT, pearnpya aa J)Ke cJIY"'ll1BIIIl1eCR C06bITl1R, KaK MaJIOCBR3aHHble pasnensnsre rpyrrrrsr, TPaTR sraccy npexreaa na 3aBepIIIeHl1e pa60TbI B cnenrxe l1 rrpocro lIbITaRCb YCTORTb aa norax. Bo MHorl1X KOMlIaHl1RX MO:>KHO Ha6JIIOn;aTb cnezryronryro caryamno:

• OTCYTcTBl1e CTpyKTYPHpoBaHHoro MeXaHl13Ma rrOMep:>KKl1 3aKa3"'1l1KOB;

• cJIa60e zrosepae/socnpnarae 3aKa3"'1l1KOB;

• -rpeasrepno paspocnraaca Cl1CTeMa rrOMep:>KKl1 3aKa3"'1l1KOB;

• Hl13Kl1H ypoaens ynpaanenaa pecypcasra TeXHl1"'IeCKOH rrOMep:>KKl1;

• rrOCTORHHaR pafiora B pe)KJ1Me «TYIIIeHl1R noacapon» (axrecro }IX rrpenyrrpezsnenaa):

• perrreane On;H}IX l1 Tex :>Ke rrp06JIeM rro HeCKOJIhKO paa, BMeCTO Toro, qT06bI

YCTpaHl1Tb }IX rrpa-nray;

• yrrpaaneane na OCHOBe pearaponaaaa aa c60l1 B pafiore;

• =rpeaxrepaaa 3aBl1Cl1MOCTb OT KJIIOqeBOrO nepcoaana;

• OTCYTCTBl1e u;eJIeHarrpaBJIeHHOCTl1;

• l1MeIOT MeCTO He xoopzmaapyesn.re l1 He <pl1KCHpyeMble l13MeHeHl1R;

• necrrocofiaocrr, pearrrpoaarr, na l13MeHeHl1R B 6l13HeCe;

••••••••• 11

CJIyJK6a SERVICE DESK

• HeqeTKO orrpene.nem.r TPe60BaHJ1H K KOJIWlecTBY rrepC~HaJIa M aarparasr na OrrJIaTY rpyna;

• HerrOCTOHHHoe KaqeCTBO OTBeTOB na ofipauteana M BpeMH peaKU;MM;

• HeXBaTKa yrrpanneaxecxoti MH<popMaD;MM - peIIIeHJ1H rrpMHMMalOTcH aa OCHOBe rrpe.n;rrOJIOJKeHMM, a He na OCHOBe <paKTOB.

,Il;JIH McrrpaBJIeHJ1H onacaaaon cMTyaU;MM, rpeoyerca COBMeCTHaH KOMaH,!l;HaH pafiora. BOJIbIIIe BpeMeHM rpefiyerca .n;JIH IIJIaHMpOBaHMH, aHaJIM3a, M3yqeHMH 6M3Heca, o6yqeHJ1H rrepcoaarra M 60JIee TeCHOM pa60ThI C 3aKa3qMKaMM M ITOJIb30BaTeJIHMM - .n;pyrMMM CJIOBaMM, .n;JIH Bhrpa60TKM aKTMBHOrO M CTPYKTypHoro nozrxona K pafiore,

,Il;JIH roro, qTo6hI y.n;OBJIeTBOpMTh Tpe6oBaHJ1H 3aKa3'iMKOB M 6M3Heca, MHOrMe OpraHJ13aD;MM C03.n;aJIM u;eHTpaJIbHYlO TOqKY KOHTaKTa, C nossorrrsro KOTOPOM peIIIalOTCH BOrrpOChI, xacarouraeca B3aMMo.n;eMCTBMH C 3aKa3qMKaMM M ITOJIb30BaTeJIHMM. 3TO nozrpaanerrearre M3BeCTHO non pa3HhIMM Ha3BaHMHMM, BKJIlOqaH:

• Help Desk;

• JiIH<popMaD;MOHHo-crrpaBOqHhrM nerrrp (MJIM «Call Centre»);

• CJIYJK6a Service Desk;

• Topa=raa JIMHMH MJIM JIMHJ1H 3KCTPeHHOM CBH3M .n;JIH 3aKa3qMKOB.

Cyurecrsyer MHoro· BapMaHTOB TaKJ1X Ha3BaHMM, HO HaM60JIee pacrrpocrpaneaasrsra HBJIHlOTCH li1H<popMaD;MOHHo-crrpaBOqHhrM nerrrp, «Help Desk», ,Il;McrreTQepCKaH cJIYJK6a M CJIYJK6a Service Desk .

4.1.3

. HH<lJopMaI.4MOHHO-CnpaaO'4HbIM l.4eHTp

OCHOBHOM 3a.n;aQeM JiIH<p0pMaU;MoHHo-crrpaBOQHOrO uearpa HBJIHeTCH rrporpeccaonarrsaaa ofipafiorxa 60JIhIIIOrO KOJIWleCTBa TeJIe<poHHhIX 3BOHKOB, nocpezrcraosr KOTOPhIX ocyrn;ecTBJIHlOTCH TpaH3aKU;MM rro nonnepaoce ycnyr, 06CJIYJKMBaeMhIX y.n;aJIeHHO (narrpmrep, 6aHKOBCKMe YCJIYrM, cTpaXOBaHJ1e).

4.1.4

Help Desk

OCHOBHhIM Ha3HaQeHMeM CJIYJK6hI Help Desk HBJIHeTCH MaKCMMaJIhHO 6hICTPOe ynpaanenne, KOOp,!I;MHaU;MH M paapenreane JiIHU;M,!I;eHTOB, a TaKJKe ofiecnexemre Toro, QTo6hI HJ1 O.n;MH sarrpoc He 6hIJI norepan, 3a6hIT MJIM rrpoaraopnpoaaa. B KaQeCTBe rrOMepJKMBalOrn;MX TeXHOJIOrMM 06hPiHO MCrrOJIh3YlQTCH CBH3M C rrpou;eCCOM YrrpaBJIeHJ1H KOH<pMrypaU;MHMM M cpencraasrn HaKOrrJIeHJ1H 3HaHMM.

4.1.5

CnY>K6a Service Desk

CJIYJK6a Service Desk pacIII:I1pHeT Ha60p ycnyr M rrpeztnaraer 60JIee rJI06aJIhHhrM nozrxozt, rr03BOJIHH MHTerpMpOBaTh 6M3Hec-rrpou;ecchI B MH<ppacTpYKTYPY YrrpaBJIeHJ1H YCJIYraMM. OHa He TOJIhKO ofipafia'rsraaer JiIImM,!l;eHThI, ITp06JIeMhI M BOrrpOChI, HO TaKJKe ofiecnexrraaer MHTep<peMC C .n;pyrMMM .n;eMCTBMHMM" aanpnxep sarrpocasra 3aKa3QMKa aa JiI3MeHeHMe, noronopascr rro corrpoaozanemno, yrrpaanenaesr JIMD;eH3MHMM aa ITO, YrrpaBJIeHJ1eM ypoaaesr o6cJIYJKMBaHMH, YrrpaBJIeHJ1eM KOH<pMrypaD;MHMM, YrrpaBJIeHMeM .n;OCTyrrHOCThlO, YrrpaBJIeHJ1eM <pMHaHcaMM ,!I;JIH JiITYCJIYr M YrrpaBJIeHMeM nerrpepsranocrsro rrpe.n;oCTaBJIeHJ1H JiIT-ycJIYr.

••••••••

IIO,II)I;EPlKKA YCJIYI'

Maorrre HHCpOpMaU;HOHHO-CrrpaBOqHble nearpsr H C.rryJK6bI Help Desk eCTeCTBeHHbIM o6pa30M nepepacraror B C.rryJK6y Service Desk p;JI.H roro, qTo6bI nossrcrrrr, ypoaens H pacIIIHpHTb 06IIJ;HM Ha60p ycrryr, rrpep;OCTaBJIReMbIX 3aKa3qY1KaM H 6H3Hecrrponeccasr. Bee TpH THIIa rrOp;pa3p;eJIeHHM 06JIap;aIOT CJIep;yIOIIJ;HMH o6IIJ;HMJf xa paKTepHcTHKaMH:

• OHH rrpep;cTaBJIRIOT rrOCTaBIIJ;Y1Ka yc.rryr nepen 3aKa3qHKaMH H IIoJIb30BaTeJIRMH (KaK BHeIIIHHMH, TaK H BHYTpeHHHMH);

• OHH PYKOBOP;CTBYIOTCR rrpHHU;HIIoM KPHTJfqHOCTH yp;OBJIeTBOpeHHocTH H BocrrpHRTHR 3aKa3qY1KOB;

• OHH 3aBHCRT OT roro, HaCKOJIbKO CJIaJKeHHO pa6oTaIOT JIIOP;H, TeXHOJIOrHH H rrponeccsr P;JIR rrpep;OCTaBJIeHHR 6H3Hec-yc.rryr:w.

B aTOM roraae paCCMaTPHBaeTCR CJIpK6a Service Desk KaK noztpaaneneaae, BbIIIOJIHRIOIIJ;ee rrepnrr=nryto CPYHKU;HIO B rrpou;ecce rrpep;OCTaBJIeHHR YCJIyr.

4.1.6

KaK CnY>K6a Service Desk MO>KeT nOMO'"lb saweM opraHM3aLun,?

CJIyJK6a Service Desk ofiecnexrraaer JKJf3HeHHO BaJKHYIO TOQKY eJKep;HeBHoro KOHTaKTa MeJK)J;y 3aKa3QHKaMH, IIoJIb30BaTeJIRMH, opraHH3aU;HRMH, rrpep;oCTaBJIRIOIIJ;HMH J1T-YCJIyrH, H BHeIIIHHMH rrOCTaBIIJ;HKaMH yc.rryr. YrrpaBJIeHHe yponaesr 06c.rryJKJfBaHHR RBJIReTCR OCHOBHbIM HHHu;HHPyIOIIJ;HM aJIeMeHTOM P;JIR aroro nozrpasnenemra C TOQKH 3peHHR 6H3Heca. CJIyJK6a Service Desk npencraanaer u;eHHOCTb P;JIR opraHH3aU;HH finaroztapa TOM)', QTO:

• BhIIIOJIHReT crparerrorecxyro CPYHKu;HIO onpenenerraa H CHHJKeHHR 3aTPaT na BJIap;eHHe P;JIR rrOMepJKKH KOMIIbIOTepHOM HHcppaCTpYKTypbI H HHcppaCTpYKTypbI rrOMepJKKH;

• rronztepaoraaer HHTerpau;HIO H ynpaanenne J13MeHeHHRMH B pa3JIJfqHbIX 6H3Hec-rrOp;pa3p;eJIeHHRX, TeXHOJIorHRX H nponeccax;

• CHHJKaeT sarparr.r aa CQeT 60JIee rrpoztyxrrraaoro HCrrOJIb30BaHHR pecypcon H TeXHOJIOrHi1;

• nosroraer OrrTHMH3HpOBaTb HHBeCTHU;HH H yrrpaanarr, YCJIyraMH no nozmepaoce 6H3Heca;

• nosroraer ofiecne=nrrt, coxpaneane KJIHeHTCKOM 6a3bI H yp;OBJIeTBOpeHHocTb 3aKa3QHKOB B TeQeHHe p;JIHTeJIbHOro BpeMeHH;

• cozreacrayer B onpene.neana HOBbIX B03MOJKHOCTeM P;JIR 6H3Heca.

CTpaTerHQeCKH, P;JIR 3aKa3QY1KOB C.rryJK6a Service Desk - nepoarno, caxroe BaJKHOe rrozrpaaneneaae B opranaaauaa . .II;JIR MHorJfX CJIpK6a Service Desk - ep;HHCTBeHHoe 3BeHo, o6eCneQHBaIOIIJ;ee ztocryn K YPOBHIO 06C.rryJKJfBaHHR H rrpocpeccaoaam.nsra ycnyrasr, npezuraraeersra nceii opraaaaauaea HJIH noztpasnenenaen. 3TO nozrpasneneaae cpopMHpyeT OCHOBHOM KOMIIOHeHT o6c.rryJKJfBaHHR - «Bocnpnarae H yp;OBJIeTBOpeHHocTh 3aKa3'IHKoB». C TOQKH 3peHHR J1T-rrop;pa3P;eJIeHHR, CJIpK6a Service Desk npep;CTaBJIReT HHTepecbI 3aKa3QY1KOB B rpyrme o6c.rryJKJfBaHHR.

Op;HO KJIIOQeBOe rrpeHMYIIJ;eCTBO C.rryJK6bI Service Desk yrrpaaneaxecxoa HHcpopMau;HH, KOTopaR BKJIIOQaeT:

npenocraanenae

• ypoaens HCrrOJIb30BaHHR xazrponsrx pecypcon;

•••••••• l1li.

CJIYlK6a SERVICE DESK

• 06JIaCTM, rzte aafonozraerca HeXBaTKa 06CJIY1KMBaHMR;

• crenens 3<p<peKTMBHOCTM ycrryr M ,n;OCTMlKeHMe HaMeqeHHbIX u;eJIeM;

• rrOTPe6HOCTM 3aKa3qMKOB B o6yqeHMM;

• zrorro.naarem.asre sa rpa TbI.

CnY.>K6a Service Desk Hy.>KHa TOnbKO KpynHblM OpraH/I13a~/I1RM?

Opraansarraa CJIY1K6bI Service Desk ,n;JIR 3aKa3qMKOB nacr aaa-nrrensasre rrpemrytnec'raa JIl060M KOMrraHMM, He3aBMCMMO OT KOJIM'IeCTBa nepcoaana CJIY1K6bI nonnepaoor - 6y,n;b TO ztsa COTpy,n;HMKa MJIM rrarsnecar; M KOJIMqeCTBa I10JIb30BaTeJIeM, KOTOPbIM rrpe,n;OCTaBJIRIOTCR YCJIYrM - 6y,ll;b MX ,n;eCRTb MJIM ztecrrrs TbICR'I. OCHOBHoe YCJIOBMe rrpe,n;OCTaBJIeHMR 3<p<peKTMBHOM rro sarparaxr rro.n;.n;ep1KKM 3aKa3qMKaM OCTaeTCR HeM3MeHHbIM. ,1l;JIR He60JIbIIIMX opraaaaanan, rzte xanponsre pecypcsr M KBaJIM<pMKaU;MR nepconana MMeIOT 60JIbIIIOe aaa=reaae, TaKMe BOrrpOCbI, KaK yrrpaanenae pecypcasm, 3aBMCMMOCTb OT nepcoaa.na, rrpMHRTMe ,n;OKYMeHTMpOBaHHbIX peIIIeHMM M rrpou;e.n;yp, CTaHOBRTCR Ba1KHbIMM.

4.1.7

BblCT8BneHMe C'"IeTOB 38 ycnyrM nO,QAep>KKM

C03,n;aBaR HOBYIO CJIY1K6y Service Desk, BalKHO paccsrorpers CBR3aHHble C HeM 3aTPaTbI M orrpeztemrrs, KaK 6y.n;yT BbICTaBJIRTbCR cxera aa YCJIYrM rroztztepaoca, eCJIM 3TO norpefiyerca. HeCMOTPR aa TO, 'ITO MeTO,ll;bI BbICTaBJIeHMR CqeTOB He paCCMaTpMBaIOTCR B 3TOM KHMre, TaKOM MeTO,n; ,n;OJI1KeH 6bITb orrpeztenea ,n;JIR roro, qTo6bI CMCTeMa CJIY1K6bI Service Desk MOrJIa C06MpaTb M rrepenasarr, Heo6xo,n;MMYIO MH<p0pMaU;MIO M pac=rersr sarpan C rrpaKTJ1qeCKOM TOqKM 3peHMR MOlKeT 6bITb JIyqIIIe rrpOCTO pacnpenemrn, sarparsr MeJK.n;y BceMM 3aKa3qMKaMM, MCXO,n;R M3 nprranarroa crrpaBe,n;JIMBOCTM M fiecrrprrcrpactnocrrr, a He MCrrOJIb30BaTb CJIOlKHble MeTO,ll;bI BbICTaBJIeHMR CqeTOB ,n;JIR Ka1K,ll;OrO 3aKa3qMKa.

J1MeIOTcR HeCKOJIbKO MeTo,n;OB, xoropsre MOlKHO MCrrOJIb30BaTb rro OT,n;eJIbHOCTM ,n;JIR BbI'IMCJIeHMR OT,n;eJIbHbIX CTaTeM sarpar MJIM 06"be,n;MHMTb ,n;JIR rrOJIyqeHMR o6Ill;eM CTOMMOCTM. 3TM MeTO,ll;bI BKJIIOqaIOT:

• 3aTPaTbI na otipameaxe, xoropsre ,n;OJI1KHbI pa3JIJ1qaTbCR B 3aBMCMMOCTM OT

rnna J1Hll;M,n;eHTa MJIM YCJIYrM; BOT nexoropsre rrpMMepbI:

YCJIYrM rro rro.n;.n;ep1KKe pa60qMX CTaHU;MM (aarrpasrep, oopaoonca TeKCTOB)

pafiora C rrpMJIOlKeHMRMM

sarrpoc aa MHCTaJIJIRll;MIO/Mo,n;epHM3au;MIO

6M3HeC-YCJIYrM (aanpasrep, HaqMCJIeHMe 3apa6oTHOM IIJIaTbI);

• sarparr.r BpeMeHM M MaTepMaJIOB, MCrrOJIb30BaHHbIX rrepCOHaJIOM CJIY1K6bI

rro.n;.n;ep1KKM, aarrpmrep:

sarparr.r na e,n;MHMD;y B e,n;MHMu;y BpeMeHM (narrpasrep B MMHYTY) <pMKCMpOBaHHaR rtnara

KYrrJIeHHOe KOJIM'IeCTBO qaCOB TeXHJ1qeCKOM rroztztepxocr;

• nepe=rens OKa3bIBaeMbIX ycrryr B 3aBMCMMOCTM OT KYIIJIeHHOrO zroroaopa rro CorrpOB01K,ll;eHMIO .

ypoaens 06CJIY1KMBaHMR (30JIOTOM, cepefipaasra MJIM 6POH30Bbrn);

••••••••••

llOMEPLKKA YCJIYf

• sarpa'rst, pacrrpenerrerrasre KaK "9:aCTh HaKJIa,ll;HhIX paCXO,n;OB, rrOHeCeHHhIX B xone rrpe,n;OCTaBJIeHJ1R J1T-yc.rryr;

• yCJIyTH, rrpenocraanaesrsre 6eCrrJIaTHO.

BMeCTO HCrrOJIh30BaHJ1.H ,n;eHCTBHTeJIhHhIX ,n;eHeJRHhIX 3Ha"9:eHJ1H, 06hI"9:HO HCrrOJIh3yroTCR «YCJIOBHhle e,n;J1HHrrhI» (HJIJ1 «onna=raaaesrsre eznrnansr»), HMelOIIIHe orrperterreansni ,n;eHeJRHhrH ;)KBHBaJIeHT (narrpxsrep, 1 YCJIOBHaR e,n;J1HHrra = 1 espo).

BhICTaBJIeHHe C"9:eTa aa ofipantenne MO:iKeT y,n;ep:iKaTh 3aKa3"9:HKOB OT HCrrOJIh30BaHJ1R CJIy:iK6hI Service Desk H npaaecrn K norrsrrxasr caMOCTORTeJIhHOrO YCTpaHeHJ1R J1HIIH,n;eHToB zto ofipameaaa B CJIy:iK6y Service Desk. B pe3YJIhTaTe CJIy:iK6e Service Desk MO:iKeT norpetioaarsca 60JIhIIIe BpeMeHJ1 na ,ll;J1arHOCTHKY H paapenrenae JiHIIH,n;eHTa, rrOCKOJIhKY B03HJ1KHeT Heo6xo,ll;J1MOCTh orrpenemrrs Y:iKe rrpennpaaarr.re ,n;eHcTBHR, xoropsre MOrJIH YBeJIJ1"9:HTh CJI02KHOCTh J1HIIJ1,ll;eHTa.

4.1.8

Onepa~MOHHble M 6M3Hec npeMMy~ecTBa

Baezrenae CJIy:iK6hI Service Desk MO:iKeT ,n;aTh rrperosynrecraa KaK ,n;JIR 6H3Heca, TaK H ,ll;JlR Tex, KTO rrpezrocraanaer yCJIyTH, aarrprorep:

• rrOBhIlIIeHHe Ka"9:eCTBa o6CJIY:iKJ1BaHJ1R H y,n;oBJIeTBOpeHHocTH 3aKa3"9:HKOB, YJIY"'IIIIeHJ1e BocrrpHRTHR yc.nyr 3aKa3"9:HKaMH;

• rrOBhlIIIeHHe ,n;OCTYllHOCTH o6c.rry:iKJ1BaHJ1R finaronapa e,ll;J1HOH TO"9:Ke KOHTaKTa, 06IlleHJ1R H rrOJIY"'IeHJ1R J1H<p0PMallJ1J1;

• YJIY"'IIIIeHJ1e Ka"9:eCTBa H YMeHhIIIeHJ1e BpeMeHJ1 o6pa6oTKH sarrpocoa 3aKa3"9:HKOB;

• YJIY"'IIIIeHJ1e pa60ThI B KOMaH,n;e H BHYTpeHHeH KOMMYHHKarrJ1J1;

• JIY"'IIIIaR HarreJIeHHOCTh H HCrrOJIh30BaHJ1e yrrpeacztaromero noztxozra K

rrpeztocraaneamo ycnyr;

• YMeHhIIIeHHe OTpJ1llaTeJIhHOrO BJIHRHHR na 6H3Hec;

• YJIY"'IIIIeHJ1e yrrpaBJIeHJ1R H KOHTPOJIR Ha,n; J1H<ppacTPYKTypoH;

• YJIY"'IIIIeHJ1e HCrrOJIh30BaHHR pecypcon J1T-rroMeplKKH H YBeJIH"'IeHJ1e rrpOH3Bo,n;HTeJIhHOCTH nepcoaana 6H3Hec-rro,n;pa3,n;eJIeHHH;

• 60JIee 3Ha"9:HMaR yrrpaaneaxecxaa J1H<popMaIIHR ,n;JIR rroMep2KKJ1 rrpHHRTHR peIIIeHHH.

4.1.9 Pons M HanpaBneHMe AeRTenbHOCTM CnY>K6bl Service Desk

COBpeMeHHaR CJIy:iK6a Service Desk ofiparrrena K 3aKa3"9:HKY H cocpezioro-reaa na CBOYiX OCHOBHhIX rreJIRX - CTHMYJIHPoBaTh H YJIY"'IIIIaTh YPOBHH 06cJIY:iKl1BaHHR ,n;JIR 6H3Heca H B nnrepecax 6H3Heca. UeJIh <lTOrO rrozrpaaneneana aa onepanaonaoss ypoane - o6eCrre"9:l1Th e,ll;J1HYlO TO"9:KY KOHTaKTa ,ll;JlR OKa3aHHR rrOMOIIIH B BH,n;e COBeTOB H peKOMeH,n;arrHH, a TaK:iKe ,n;JIR 6hlcTporo BOCCTaHOBJIeHJ1R HOpMaJIhHOrO 06CJIY:iKl1BaHHR 3aKa3"9:HKOB H llOJIh30BaTeJIeH.

Tpaznrnaoamae J1T-rro,n;pa3,n;eJIeHHR, 6a3HpYlOIIIHe CBOlO crparermo TOJIhKO na TeXHJ1"9:eCKYiX B03MO:iKHOCTRX H "9:aCTO HCrrOJIh3yroIIIHe CJIy:iK6y Service Desk He ,n;JIR rrOMOIIIH, a B Ka"9:eCTBe 6aphepa, 6hICTPO HC"9:e3alOT. BMeCTO HYiX rrpaxonar «I'pynnsr

••••••••••

CJIY2K6a SERVICE DESK

06C.rry2KJ1BaHMH», oprrearsrpoaaaasre aa 3aKa3'B1Ka, ofinaztaromae TeXHWIecKoM 3KcrrepTM30M M OCBe,n;OMJIeHHOCTblO 0 6M3Hece, HaBbIKaMM Me2KJIWIHOCTHbIX oTHoIIIeHMM M 60JIbIIIMM nafioposr TeXHOJIOrWIeCKID{ cpeztcrn.

8TO HOBoe rrOKOJIeHMe rrporpeccnoaanoa rro rrpeztocraanemoo YCJIYr cnocofiao pacrrpocrpaarrrr, npenocraaneane ycrryr na ace acnexrsr 6M3Heca, ofiecne-oraaa KOHCOJIJ1,D;J1pOBaHHylO M rrpM6bIJIbHYlO ,n;eHTeJIbHOCTb OpraHM3aU;J1J1 M oxsareraaa ace acnex'rsr 06CJIY2KJ1BaHMR, He TOJIbKO B YIT-rro,n;pa3,n;eJIeHJ1J1. C XOpOIIIMMM xaztpascr, rrponeccascr M cpencraasor u;eHHOCTb rrOMep2KJ1BaeMOrO rrponyxra J1JIJ1 YCJIyrM B03paCTaeT.

4.1.10 B38.MMOAeMcTBMe C 3aKa3~MKoM

B3aMMo,n;eMCTBMe C 3aKa3'IJ1KOM fio.nsnre He OrpaHWIMBaeTCR KOHTaKTaMM rro renecpoay M JIWIHbIM ofimemresr. 06cJIY2KJ1BaHMe M02KeT 6bITb 3Ha'IMTeJIbHO YJIY'IIIIeHO M paCIII11peHO ,n;JIR 3aKa3'IJ1KOB, IIoJIb30BaTeJIeM M nepconana CJIY2K6bI rrOMep2KKJ1, eCJIM rrpezrocranarr, ztorro.naarensnsre MeTO,D;bI perMCTpaD;J1M, 06HOBJIeHMH 3arrpOCOB M rrOJIY'IeHMH crrpanox rro HJ1M (CM. PMCYHOK 4.2). B OCHOBHOM, 3TO ,n;OCTMraeTCH C rrOMOID;b1O 3JIeKTpOHHoM rrO'ITbI M MHTepHeTa/MHTpaHeTa ,n;JIH y,n;aJIeHHbIX OCPMCOB, XOTR cpaKc T02Ke M02KeT 6bITb rrOJIe3eH. 8TM MeTO,D;bI JIY'IIIIe ncero nozrxoztar ,n;JIR ,n;emeJIbHOCTM, He KPMTWIHOM ,n;JIH 6M3Heca, aarrprorep, ,n;JIR perMCTPaD;J1J1 HeCpO'IHbIX YIHD;M,n;eHTOB J1JIJ1 3arrpOCOB:

• saxynxa, CBH3aHHble C J1HD;J1,D;eHTaMM;

• sarrpocsr rro pafiore rrpMJI02KeHMM;

• sarrpocsr aa nepesrerneaae, MHCTaJIJIRD;J1IO, Mo,n;epHM3aD;J1lO MJIJ1 pacnnrpenne ofiopyztonanaa;

• sarrpocsr .aa pacxozmsre MaTepMaJIbI.

IIpM 3TOM KOMaH,D;a TeXHWIeCKOM rrOMep2KKJ1 rrOJIY'IaeT P.H,D; rrpeJ1M)'ID;eCTB. Harrprorep:

• rrepCOHaJIY CJIY2K6bI rrOMep2KKJ1 He rrpID{O,D;J1TCR OTBe'IaTb aa JIJ1IIIHMe TeJIecpOHHble 3B0HKJ1;

• YJIY'IIIIaeTCR yrrpaanenae 3arpY3KOM nepconana.

••••••••

IIO,1J;,1J;EP)KKA YCJIYr

PUCYHOK 4.2 - PemcrpauuR iI1Huu,qeHTOB

J1crrOJIb30BaHHe perHcTpaIZYlOHHbIX ¢OPM rroasnnaer ~eJIOCTHOCTb rrpe~oCTaBJIHeMbIX ~aHHbIX H rrosroraer Ha3HaqHTb HaH60JIee nonxoztamero Crre~HaJIHCTa TeXH~ecKoH rrOMep2KKH, xosraazty HJIH OT~eJI ~JIH BbmOJIHeHHH sanpoca. Cpencrsa CJIyJK6bI Service Desk ~OJDKHbI aBTOMaT~eCKH npeztocraarrrs 3aKa3qHIcy HJIH IIoJIb30BaTemo YHHKaJIbHbrn peracrpamroaasra HOMep sarrpoca, KOTOPbrn ~aCT B03M02KHOCTb CJIe~Tb aa XO~OM BbIlIOJIHeHHH sarrpoca B pe2KHMe oHJIaHH.

4.1.11 l1H<I>oPMMpoB8HMe 38K83"1MKOB M nonb30B8TeneM

IIo~TBep}K)J;eHHe rrpaesra 3arrpOCOB 3aKa3QHKOB H IIoJIb30BaTeJIeH (CM. PHCYHOK 4.3) H HH¢OpMHpoBaHHe 0 xone BbIlIOJIHeHHH 3aHBOK - ;)TO O~Ha H3 casrsrx Ba2KHbIX pOJIeH CJIyJK6bI Service Desk. O~HaKo JIHIIIb OQeHb HeMHorHe opraaasarraa Ha~eJIHBaIOT csoa nepcoaa,n aa ;)TOT B~ ~eHTeJIbHOCTH. KaK ysce 6bIJIO CKa3aHO, rrOMOQb B ;)TOM Mo~eT HCrrOJIb30BaHHe TaKHX TeXHoJIorHH, KaK ;)JIeKTpOHHaH no-era. Ozraaxo TpY~Hee scero C03~aTb nepcoaanaaapoaanasre CBH3H C 3aKa3QHKaMH - ztaace C rrOMOIIJ;bIO ;)JIeKTPoHHbIX cpencrs CBH3H.

•••••• 11\11111\111

CJIY)K6a SERVICE DESK

PMCYHOK 4.3 - nOIiTBep)l(IIeHMe perncroeunn MHLlMlleHTa

TOT )Ke rroAXo~ MO~O MCrrOJIb30BaTb ~JIH oCTaJIbHoM rreperrMcKM C 3aKa3QMKoM. Harrproaep:

• xorrra rpeoyerca nsresn TeXHWieCKoro crreIJ;MaJIMCTa;

• xorzra rrpMHMMaeTCH sanpoc aa pacnnrpeaae rrporpasoaaoro 06eCrreQeHMH;

• xorna aarrpoc BblliOJIHeH;

• xorna orrpezreneasr CpOKM MHCTaJIJIHIJ;MM ITO;

• xorrra rpetiyerca ~OrrOJIHMTeJIbHaH MH<p0pMaIJ;MH.

••••••••••

IIO,IUlEP2KKA YCJIYI'

PMCYHOK 4.4 - nOIiTBep>KlleHMe CpOKOB

4.1.12 nOce~eHMe

IIpH rrocerrrenror oq:mca 3aKa3'lHKa M02KHO npenocraanarr, raxoe 2Ke rrepCOHaJIJ13HpoBaHHoe 06C.JIy2KJ1BaHHe ,n;JIH Toro, 'l:To6bI nozrraepznrrs BH3HT CrreW1aJIHCTa, ocofienao B cny-raax, eCJIH 3aKa3'l:HKa B 3TO BpeMH HeT na MeCTe. J1crrOJIb3yi'i:Te He6oJIbwyIO perHCTpaU;HOHHYIO c:poPMY l1JIJ1 BH3HTKY, narrpnsrep TaKj'IO, KaK rrOKa3aHO aa PHCYHKe 4.5.

••••••••

CJIY2K6a SERVICE DESK

PI1CYHOK 4.5 - nO,:{TBep)l(':{eHI1e npoaenennux ':{eifcTBI1if

4.1.13 Ha6nlOAaeMbie C06blTMR MHcIlpacTPYKTYPbl

Tpa~OHHO <PYHKIJ;JUi rrOMep2KKM ocyw;eCTBJIReTCR rro rrpmnmrry pearnpoaanaa, xorna OTBeT na C06bITMR, CMrHaJIbI M J1Hu;M.n;eHTbI rrpOMCXO.n;MT rro Mepe JiX B03HMKHOBeHMR. O,ll;HaKO BO MHOrJiX CJIY'laRX J1HIJ;J1,lI;eHTbI, B03HMKalOW;Me B MH<ppacTpYKType, MoryT 6bITb 06HapY2KeHbI no roro, KaK OHM HarrpRMYIO rrOBJIJ1RIOT na 3aKa3'1MKa, J1JIJ1, rro KpaHHeM Mepe, cJlY2K6a rrOMep2KKM M02KeT 6bITb HeMe.n;JIeHHO YBe.n;OMJIeHa 0 CJIyqMBllIeMcR J1HIJ;J1,lI;eHTe.

,n;JIR 3TOM <PYHKIJ;MM MCrrOJIb3YIDTCR cpezrcrsa aBTOMaTJ1'IeCKOrO MOHMTOpMHra CeTM M cpeztsr 3KCrrJIyaTalJ;J1J1. B npocrejarresr napnaare OHM rrpOBO.n;RT perynapnsra MOHMTOpJ1Hr J1H<ppaCTpYKTYPbI M B cay-rae OTXO.n;a OT craanaprasrx YCJIOBMM aBTOMaTJ1'IeCKM reHepMpYIOT J1Hu;l1.n;eHT (TaK2Ke Ha3blBaeMbIM C06bITMeM). TaKOM J1HIJ;J1,lI;eHT M02KeT 6bITb aBTOMaTJ1'IeCKM nepezran =repes CJIY2K6y Service Desk cooTBeTcTBYIOw;eM KOMaH.n;e TeXHJ1'IeCKOH rrOMep2KKM .n;JIR BbllIOJIHeHMR .n;aJIbHeMllIJiX .n;eHcTBMM.

4.1.14 ABTOMaTMl.leCKM Bbl3blBaeMbie MHL4MAeHTbl MHcIlpacTPYKTYPbl

B zrorrormenae K Ha6JI1O.n;aeMbIM J1HIJ;M.n;eHTaM J1HIJ;J1.n;eHTbI MoryT 6bITb BbI3BaHbI C rrOMOW;blO CKpMrrTOB, rrpMJI02KeHJ1:i1: MJIM rraxerasrx 3a.n;aHMM. Hanproaep, xorzra rrpOMCXO,ll;J1T C60M rrpn peaepsnponaaxa, J1HIJ;M.n;eHT M02KeT 6bITb aBTOMaTJ1'IeCKM aaperncrpxpoaaa M KJIaCcM<pMIJ;MpOBaH CMCTeMOM rrOMep2KKM. 3TOMY J1HIJ;M.n;eHTY M02KeT 6bITb rrprrcnoea orrpe.n;eJIeHHbr.H rrpnoparer, rrOCJIe =rero OH M02KeT 6bITb aBTOMaTJ1'IeCKM aarrpaanen =repes CJIY2K6y Service Desk cooTBeTcTBYIDw;eMY CrreIJ;MaJIJ1CTY MJIM rpyrrrre CrreIJ;MaJIJ1CTOB.

••••• 111111111

IIO,I(,I(EPlKKA YCJIYI'

4.1.15 MOAellb MHLlMAeHTOB MHCI>pacTPYKTypbl

,I(MarpaMMa «J1~M,n;eHTbI MH<ppacTpYKTYPbI C.rry:m:6bI Service Desk» aa PMcYHKe 4.6 noxaasraaer o6nzyro crparermo. Korna J1HW1,n;eHT perncrpapyerca B MH<ppacTpYKType, OH aBTOMaTWleCKM HarrpaBJIHeTCH coo'rsercrayromesry CrreU;MaJIMcTy MJIM rpyrrrre CrreU;MaJIMCTOB. Ozmaxo eCJIM sarrpoc aa o6pa6oTKY J1HU;M,n;eHTa He 6bIJI rrozrreepacztea, BbI3bIBaeTCH nponecc yrrpaarrenna aCKaJIaU;MeJ1: J1HU;M,n;eHTa, KOTOPbrn YBe,n;OMMT CJIy:m:6y Service Desk 0 TOM, 'ITO TPe6yeTcH rrpaaars MepbI.

Hacro CKpMrrTbI MoryT He TOJIbKO 3aHeCTM Co6bITMe B :>KypHaJI, HO M BOCCTaHOBMTb cMTyaU;MlO, aarrpxaep C noraouisro rrepesarrycxa nponezrypsr peaepanoro KOIIMpOBaHMH aa BCrrOMOraTeJIbHbrn HOCMTeJIb MJIM YCTPOJ1:CTBO. 3TM Co6bITMH ,n;OJI:>KHbI 6bITb sarracam,r, rrOCKOJIbKY OHM HBJIHlOTCH KJIlO'IeBbIMM rrOKa3aTeJIHMM a<p<pe~TMBHOCTM ,n;JIH M3MepeHMH Ka'IeCTBa aBTOMaTM3MpOBaHHOJ1: pa60TbI J1T.

PUCYHOK 4.6 - t1H/.Jup,eHTbl uHcjJpacTPYKTYPbl CnY)K6bl Service Desk

4.1.16 npeMMy~ecTBa

Tlpoaona MOHMTopMHr MH<ppaCTpYKTypbI, a TaK:>Ke BbIIIOJIHHH COOTBeTCTBYlOrn;Me ,n;eJ1:CTBMH, MO:>KHO paCC'IMTbIBaTb aa cnenyrourae rrpeaeryurecraa:

• MMHMMM3aU;MH BJIMHHMH aa 3aKa3'IMKa M rrpocroen;

• aBTOMaTM'IeCKOe BbIIIOJIHeHMe PYTMHHOJ1: pYQHOJ1: pafiorsr;

• aBTOMaTM'IeCKMJ1: cfiop yrrpaBJIeH'IeCKOJ1: MH<popMaIJ;MM ,n;JIH ,n;aJIbHeJ1:IIIerO aHaJIM3a;

• J1~M,n;eHTbI rrOCJIe perrrcrparraa rrorraztaror rrozt KOHTPOJIb nponecca

yrrpaaneaaa aCKaJIaU;MeJ1:;

• CJIy:m:6a Service Desk CTaHOBMTCH ynpeacztaronten;

• pacrer ,n;OCTyIIHOCTb ycrryr M pacIIIMpHeTcH IDe MCrrOJIb30BaHMe;

• YMeHbIIIalOTcH orrepamroaasre aa'rpa-rsr M sarparr.r aa pecypcsr.

••••••••••

CJIYLK6a SERVICE DESK

Pa3BMTble CMCTeMbI ynpaBJIeHMH C06bITMHMM 6y,nyr IIbITaTbCH YCTpaHMTb OTKa3bI M 06HOBJIHTb MH<popMan;J1IO 0 xozte pa60TbI B CMCTeMe TexHWlecKoM nozutepaocr ,Il;0 Tex rrop, noxa ,Il;eMCTBMe He fiyzter BbIIIOJIHeHO MJIJ1 noxa He B03HMKHeT He06xo,ll;J1l.vIOCTb qeJIOBeqeCKOrO BMeIIIaTeJIbCTBa.

4.1.17 &i1cnonb30B8HMe MHTepHeT-TexHonorMM

1i1HTepHeT-TeXHOJIOrMM rrpe,ll;OCTaBJIHIOT n;eJIbIM pan rrOJIe3HbIX B03MOLKHOCTeM ,Il;JIH rrOMepLKKM YrrpaBJIeHMH YCJIYraMM B rJI06aJIbHOM, JIOKaJIbHOM M pacnpene.neaaojr cpezte. 3TM B03MOLKHOCTM BKJIIOqaIOT:

• 06ru;MM MapKeTMHr;

• ofiuteaae C noxronrsro 3JIeKTpOHHOM no=rrsr ,Il;JIH MeHee CPOqHbIX 3arrpOCOB;

• ooecne-renae MO,ll;epHM3an;MM M YCTpaHeHMe OIIIM60K nporpasoaaoro ofiecne-reana rrOCTaBru;MKOB;

• rry6JIMKan;MH cBe,ll;eHMM 06 1i13BecTHbIX oIIIM6Kax;

• «MrHOBeHHoe» orroaernerrae =repea ,Il;OCKM 06'bHBJIeHMM 3aKa3qMKOB;

• B03MOLKHOCTb cOBepIIIaTb rrOMCK rro fiase 3HaHMM;

• yrrpaanenxecxaa OTqeTHOCTb;

• (BaLKHo) e,ll;J1HbIi1: MeLKIIJIaT<popMeHHbIM rrOJIb30BaTeJIbCKMM MHTep<peMc.

Pa3peIIIeHMe MHTepHeT-,Il;OcTyrra ,Il;OJILKHO 6bITb Tru;aTeJIbHO rrponysraao, a cara ,Il;OCTyn ,Il;OJILKeH 6bITb 6e30rraCHbIM, qT06bI 06eCrreQMTb TOJIbKO aBTopH30BaHHbIH ,Il;OCTyn, a TaKLKe TaM, rrte 3TO aKTyaJIbHO, MCrrOJIb30BaHMe TOJIbKO JIJ1D;eH3MpOBaHHbIX, rrponepemrsrx na OTCyTCTBMe BMpyCOB ITO M zrpyrxx MaTepMaJIOB (nanpmaep, rpa<pJ1KJ1). Hazro rrpOHBJIHTb OCTOPOLKHOCTb rrpn rry6JIMKan;MM MJIM rrOJIyqeHMM MaTepMaJIOB, rrponepaa MX conepzsamre na JIeraJIbHOCTb M TOQHOe COOTBeTCTBMe ,Il;eMCTBMTeJIbHOCTM. He06xo,ll;MMO TaKLKe rrOMHMTb, QTO IOpM,Il;MQeCKMe BOrrpOCbI M 3aKOHbI 06 aBTopcKOM rrpane B pa3HbIX crpaaax pa3JIWlHbI.

ITPM peIIIeHMM norrpoca 06 MCrrOJIb30BaHMM MHTepHeTa ,Il;OJILKHa 6bITb asrpafioraaa COOTBeTcTByroru;aH opraHM3an;MOHHaH rrOJIMTMKa, a TaKLKe Tru;aTeJIbHO nponysransr nsrrozrsr ,Il;JIH 6M3Heca, sa-rpa-rsr M Tpe60BaHMH K ,Il;OCTynHOCTM npn MCrrOJIb30BaHMM MHTepHeT-TeXHOJIOrMM.

BHe,lJ,peHVle VI HcppaCTpYKTYPbl CllY>K6bl Service Desk

ITpaBMJIbHOe rrpoexrapoaamre MH<ppaCTpYKTypbI CJIyLK6bI Service Desk - BaLKHoe YCJIOBMe ycrrexa. OHO ,Il;OJILKHO 6bITb odiopsoreno o<pJ1D;MaJIbHO KaK rrpoexr rro yJIyqIIIeHMIO 6M3Heca C QeTKO oroBOpeHHbIMM BJIa,ll;eJIbn;aMM, onpeneneansrsra 6M3Hecn;eJIHMM, 06H3aHHocTHMM, IIJIaHMpyeMbIMM pe3YJIbTaTaMM M rroMepLKKoM co CTOPOHbI PYKOBO,ll;CTBa.

TeM He MeHee, nepezt TeM KaK onpenenarr, lfYLK,Il;bI opranasanaa, He06xo,ll;J1MO paCCMOTpeTb OCHOBHble rryaxrr-r roro, =rero XOQeTCH ,Il;OCTWlb. 3TOT rrpoerer rrpeztocraanaer B03MOLKHOCTb rrpOBeCTM rrepeoueaxy scero CJIOLKMBIIIerOCH aa cerO,ll;HHIIIHMM ,Il;eHb nponecca rrpe,ll;OCTaBJIeHMH YCJIYr. ITPM 3TOM He06xo,ll;MMO paCCMaTpMBaTb 3TOT rrpoerer IIIMpe, QeM rrpOCTO aBTOMaTM3an;MIO cyurecrayiounrx rrponeccoa, MCrrOJIHHeMbIX npy-rayro, 6e3 M3MeHeHMH 06H3aHHOCTeM nepcona.na.

••••••••• 11

IIOMEP)KKA YCJIYI'

He06xo,n;V1M0 nepecxrorperr, J1 nepenpoexrrrponara rrponeccsr J1 ,n;ei1:cTBJ1H ,n;JIH TOrO, qT06hI YBeJIJ1qJ1Th rrpO,n;yKTJ1BHOCTh, rrOBhICJ1Th u;eHHOCTh, y~eHhIIIJ1Th 3aTPaThI J1 y~IIIJ1Th BOCrrpJ1HTJ1e 3aKa3qJ1KOB. IIo,n;yMai1:Te Ha,n; BOrrpOCaMJ1: «EcJIJ1 6hI ;)TO 6hIJI BaIII 6J13HeC, OpraHJ130BaJIJ1 6hI BhI ero TaKMM 06pa30M? TaKoi1: JIJ1 IIITaT COTpy,n;HJ1KOB BhI 6hI orrpe,n;eJIJ1JIJ1? TaK JIJ1 BhI 6hI MM yrrpaBJIHJIJ1?»

4.2.1

nOA6op nepcoaana

YCJIYI'J1 orrepaD;J10HHOrO YPOBHH ,n;OJDKHhI rrOMeplKJ1BaThCH elKe,n;HeBHO. B CBH3J1 C 3TMM He scerna rrpaKTJ1qHO Ha,n;eHThCH, qTO 6J13HeC OCTaHeTCH 6e3 J13MeHeHJ1i1: rrpn ycrreumon BHe,n;peHJ1J1 npoexra rro y~IIIeHJ1lO ycnyr, ,1l;onOJIHJ1TeJIhHhle pecypcsr 06hI'lHO Tpe6YlOTCH ,n;JIH nOMOID;J1 aa HaqaJIhHhIX aranax rrpoexra.

OCHOBHoe YCJIOBJ1e rrpJ1BJIeqeHJ1H ;)TJ1X pecypcos - 3TO HaJIJ1qHe COOTBeTCTBYIDID;J1X HaBhIKOB COTPy,n;HJ1KOB OpraHJ13aU;J1J1, He06xo,n;V1MhIX ,n;JIH ycnenraoro 3aBepIIIeHJ1H npoexra. Taxace BalKHO, QT06hI yqaCTHJ1KJ1 3a,n;ei1:cTBoBaHHoi1: rrpoercraori rpynrrsr 06JIa,n;aJIJ1 rrpOBepeHHhIMJ1 HaBhIKal\m YrrpaBJIeHJ1H YCJIYI'aMJ1 J1 onhITOM BHe,n;peHJ1i1:.

TaM, rne crapsre MeTo,n;hI Be,n;eHJ1H 6J13HeCa He MoryT 6hITh coxpaaensr J13-3a BHe,n;peHJ1H rrpoexra rro y~IIIeHJ1lO yc.nyr, BalKHO He TOJIhKO npJ1BJIeQh neofixoznoasre pecypcr.r, HO raxsce C006ID;J1Th 06 aTOM 3aKa3QJ1KY.

B CJ1TyaU;J1.HX, xorna TPy,n;HO Hai1:TJ1 COTpy,n;HJ1KOB C He06xo,n;J1MhIMJ1 HaBhIKaMH, He06xo,ll;J1M0 paccxrorperr, B03MOlKHOCTh HCrrOJIh30BaHJ1H ycnyr no zroroaopy J1 aYTcOpCHHrOBhIX cxexr, Taxace cneztyer paccsrorpers BapHaHT J1CrrOJIh30BaHJ1H H 06yqeHHH BHYTPeHHJ1X pecypcoa, aanproxep aa CQeT nepeaozta nepconarra H3 zrpyrax norrpasnenearoi HJIJ1 OCB0601K,ll;eHHH COTpy,n;HJ1KOB J13 HeKpHTJ1qHbIX rrpoexros.

4.2.2

nnaHOBble MeTpMKM 3cjlcjleKTMBHOCTM

IIpJ1MJ1Te peIIIeHJ1e H YCTaHOBJ1Te IIJIaHOBhle 3Ha-qeHJ1H ,ll;JIH OrpaHJ1"t£eHHOrO QHCJIa 06'heKTHBHhIX noxaaarerren, xoropsre onpeztenasor a<p<peKTJ1BHOCTh CJIylK6hI Service Desk. 3Ta aaaaxa rpeoyer TID;aTeJIhHOrO paccMOTpeHJ1H, rrOCKOJIhKY npn aHaJIJ13e BHe,n;peHHhIX J13MeHeHHi1: J1 nOCJIe,ll;YlOID;J1X nposepxax IIJIaHOBhle 3Ha-qeHJ1H 6y,n;yT CpaBHJ1BaThCH C peaJIhHoi1: CHTyaU;Hei1:. YQJ1ThIBai1:Te 3TH MeTpJ1KH BO BpeMJI nonfiopa TeXHOJIOrJ1"t£eCKJ1X cpezrcrs H rrpoercnrpoaaaaa.

IIpH YCTaHoBKe TaKJ1X MeTpHK czreztyer PYKOBO,n;cTBOBaThCH CJIe,n;yIOID;J1MJ1

rrpJ1HD;J1naMJ1:

• He YCTaHaBJIJ1Bai1:Te IIJIaHOBhle 3HaQeHJ1H, xoropsre HeJIh3H J13MepJ1Th;

• COrJIaCOBhIBai1:Te MeTpJ1KJ1 C ,n;ei1:cTBHHMJ1, CBH3aHHhIMH C rrpoeKTHpOBaHJ1eM, <JT06hI 6hITh yaepenasra B J1X He06xo,n;V1MOCTH J1 COOTBeTCTBJ1J1 ,n;ei1:cTBJ1TeJIhHOCTJ1;

• YCTaHOBJ1Te 6a30Bhli1: BapHaHT zio Toro, KaK HaQHeTe 06CYlK,ll;aTh o<pJ1U;HaJIhHOe COrJIaIIIeHJ1e 06 yposae 06CJIY1KHBaHJ1.H (SLA) C 3aKa3QHKaMJ1;

• MOlKHO HCnOJIh30BaTh 06ID;J1e SLA ,n;JIH <pOpMHpOBaHJ1H CTPYKTyphI cfiopa noxaaa'rerreii J1 J1X J1crrOJIh30BaHJ1H rrpn J13MepeHJ1J1 3<p<peKTJ1BHOCTJ1 BhIIIOJIHeHJ1H YCJIOBJ1i1: SLA;

• yfieznrrecr, B TOM, QTO 3aKa3QJ1KaM J13BeCTHO, QTO BhI ztenaere J1 no-resry.

••••••••••

CJIY2K6a SERVICE DESK

ITo OTHOIIIeHIDO K YCJIOB11RM, YKa3aHHbIM B SLA, 11 B 3aB11C11MOCT11 OT KOJIWIeCTBa sarrpocoa, naaasre rro 6a30BOMY Bap11aHTY ,n;OJDKHbI HaKarrJIJ1BaTbCR rrprorepao zrsa MeCRIIa ,n;JIR roro, 'IT06bI 06eCrre'I11Tb rrpencraarrrensnyro BbI60PKY ,n;aHHbIX ,n;JIR ,n;aJIbHeMIIIero aHaJIJ13a. Re06xo,n;11MO rrOH11MaTb, KaK11e YPOBH11 06cJIY2Kl1BaH11R cYIIIecTByroT aa TeKYIIIl1M MOMeHT, 11 KaK11e pecypcsr J1X 06eCrre'I11BaroT, nepen TeM KaK aaxarr, rrpOBO,!l;J1Tb 113MeHeH11R.

4.2.3

Ha LITO cne,qyeT o6panlTb BHHMaHHe

RJ12Ke rrpnaeztema OCHOBHble MOMeHTbI, aa xoropsre aazto 06paT11Tb BHJ1MaH11e rrpn C03,n;aHJ1J1 CJIJ)K6bI Service Desk:

• rrepasrsr ,n;eJIOM He06xo,n;J1M0 y6e,n;11TbcR B TOM, 'ITO HpK,n;bI 6113Heca 'IeTKO orrpeztenensr 11 rrOHRTbI;

• y6e,n;11TbCR B rroztzrepzsxe PYKOBo,n;CTBa 11 B TOM, 'ITO Tpe6yeMble 6ro,n;2KeT 11 pecypcsr zrocrynasr zro Ha'IaJIa pa60T;

• y6e,!l;J1TbCR B TOM, 'ITO rrpenrraraexroe peIIIeHJ1e COOTBeTcTByeT BaIIIeM CTpaTer1111 rro rrOMep2KKe YCJIYT 11 KOHIIerrII1111 pa3B11T11R;

• onpenemrrs, ,n;OCTWIb 11 C006III11Tb 0 «6bICTPbIX nofienax» (aarrpnsrep, ofiecne-remre J1H<popM11poBaHHOCT11 3aKa3'IJ1KOB, cOKpaIIIeH11e BpeMeHJ1 11HCTaJIJI~);

• 'IeTKO orrpezremrrs IIeJIJ1 11 pe3YJIbTaTbI;

• aaxarr, C MaJIOrO; He nano rrsrrarr.ca cnenars nee cpaay; 11CrrOJIb30BaTb rr03TaIIHbIM nozrxon;

• rrpJ1BJIe'Ib ,n;JIR KOHCYJIbTaIIl1M 3aKa3'IJ1KOB, B oc06eHHOCT11 11MeroIIIJ1X

KJIro'IeBOe 3Ha'IeHJ1e ,n;JIR 6113Heca; CTapaTbCR He 11CnOJIb30BaTb J1T-2KapTOH;

• rrp11BJIe'Ib ,n;JIR KOHCYJIbTaII11M KOHe'IHbIX ITOJIb30BaTeJIeM;

• «rrpozrarr,» rrpe11MYIIIeCTBa rrepCOHaJIY CJIY2K6bI rrOMep2KK11;

• 06yq11Tb J1T-rrepCOHaJI HaBbIKaM rrpe,n;OCTaBJIeHJ1R YCJIYT;

• ofiyxa'rs/rrponorurrs TpeHJ1Hr11 ,n;JIR 3aKa3'I11KOB 11 ITOJIb30BaTeJIeM rro 11CrrOJIb30BaHIDO HOB OM YCJIYT11 11 noxaasrsarr, ee rrpe11MYIIIecTBa;

• peKJIaM11poBaTb 11 «rrponanarr,» CB011 yCJIyr11.

4.2.4 Bbl60p no,qxo,qAL1-'eH CTPYKTYPbl CnY>K6bl Service Desk

BbI60p rnna CJIY2K6bI Service Desk, YPOBHR HaBbIKOB axonarnero B nee nepconana 11 OpraHJ13aII110HHoM CTPYKTypbI 3aB11C11T OT MH02KeCTBa Ba2KHbIX <paKTopOB. ReT «yH11BepCaJIbHOM» KOH<pYITypaIIJ1J1, KOTopaR 6bI nonouma BO ncex cnysaax. ITo srepe Toro, KaK MeHReTCR BaIII 6113Hec, TaK2Ke 6y,n;eT MeHRTbCR 11 pafiora no nOMep2KKe; n03TOMY r116KOCTb CTaHOB11TCR Ha11Ba2KHeMIII11M YCJIOB11eM ,n;JIR 06eCne'IeHJ1R 6y,n;yIIIeTO pOCTa.

4.2.5

THnbl CTPYKTYpbl CnY>K6bl Service Desk

QT06bI orrpezterners OrrT11MaJIbHbIM Bap11aHT, He06xo,n;11MO paCCMOTpeTb TP11 T11rra CTPYKTypbI CJIY2K6bI Service Desk:

1. JIOKaJIbHaR CJIY2K6a Service Desk;

•••••••

IIO,n;,n;EPLKKA YCJIYI'

2. ~eHTpaJIhHa.H Crryzsfia Service Desk;

3. BJ1pTyaJIhHaH CJIYLK6a Service Desk.

,n;aJIee CJIefO'eT 60JIee rroztpofiaoe OnJ1CaHJ1e KaLK,n;OrO J13 3TJ1X TJ1nOB.

4.2.6

flOK8nbH8R Cny>t<68 Service Desk

Tpa,n;~J10HHO OpraHJ13a~J1J1 C03,n;aBaJlJ1 JIOKaJIhHhle CJIyLK6hI nOMepLKKJ1 (CM. PJ1CYHOK 4.7) ,n;JIH ofiecrre-renaa JIOKaJIhHhIX HyLK,n; 6J13Heca. TaKoi1: rroztxozt orrpaazrsraaerca zto rex rrop, noxa He rpefiyerca OKa3hIBaTh YCJIYrJ1 no nOMepLKKe B HeCKOJIl,KJ1X odnrcax. ,.1l;y6JIMpOBaHJ1e Heo6xo,n;J1MhIX HaBhIKOB J1 pecypcon o6oi1:,n;eTCH OqeHh ztoporo. ECJIJ1 Barna OpraHJ13a~J1H coxpanaer HeCKOJIhKO JIOKaJIhHhIX CJIyLK6 no,n;,n;epLKKJ1, TO BaLKHO J1CnOJIh30BaHJ1e 06~J1X onepa~J10HHhIX craanapron pa60ThI.

PMCYHOK 4.7 - Iloxensne» CnY)f(6a Service Desk

IIpJ1 C03,n;aHJ1J1 CTPYKTyphI JIOKaJIhHhIX CJIYLK6 Service Desk Heo6xo,n;J1MO y-rec'rs:

• orrpeztenemre o6~J1X nponeccon no BceM oqmcaM J1, TaM, rzte 3TO B03MOLKHO, 06~J1X nponeztyp:

• J1H<pOpMJ1pOBaHJ1e J1 ofiecrre-remre zrocryrra K JIOKaJIhHhIM aaasrxaxs ,n;JIH ztpyrnx CJIYLK6 Service Desk;

• ofiecrre=reaae COBMeCTJ1MOCTJ1 arrrraparnoro J1 nporpaxeraoro o6eCneQeHJ1H J1 cereaoir J1HcppacTpYKTyphI;

• J1CnOJIh30BaHJ1e e,!l;J1HhIX nponeccos 3CKaJIa~J1J1, a TaKLKe e,n;J1HhIX KO,n;OB MH onpezrenenaa BJIJ1JIHJ1H, CTeneHJ1 BaLKHOCTJ1, npJ10pJ1TeTOB J1 craryca BO acex odnrcax;

• HOpMaJlJ13a~J1H KJIaCCJ1cpJ1Ka~J1 sarrpocos rrepnoro YPOBHH ,n;JIH roro, QTo6hI o6eCneQJ1Th e,n;J1HyrD CJ1CTeMY OT'IeTHOCTJ1 no OCHOBHhIM KOMIIOHeHTaM 06CJIYLKJ1BaHJ1H (CM. naparpacp 4.2.11);

• J1CnOJIh30BaHJ1e o6~J1x IIoKa3aTeJIeH ,n;JIH yrrpaBJIeHQeCKOH OTQeTHOCTJ1;

• COBMeCTHoe J1cnOJIh30BaHJ1e (JIOrJ1QeCKJ1) e,n;J1HOH 6a3hI ,n;aHHhIX;

•••••••••

CJIY1K6a SERVICE DESK

• eCJIJ1 3TO B03M01KHO, C03.n;aHJ1e B03M01KHOCTJ1 nepeztaaarr, J1JIJ1 rrpOBO.n;J1Tb 3CKaJIa~ sarrpocoa Me1K,ll;y CJIY1K6aMJ1 Service Desk; rrpe.n;rrO'ITJ1TeJIbHO aBTOMaTM'IeCKJ1.

4.2.7

UeHTpamt30SaHHaR CnY>K6a Service Desk

IIpJ1 TaKOM OpraHJ13aU;J1J1 ace sanpocsr aa 06CJIY1KJ1BaHJ1e perJ1CTpJ1pyroTCH B 1KypHaJIe B u;eHTpa.TIbHOM odnrce, KaK rrOKa3aHO aa PJ1cyHKe 4.8. ECJIJ1 Barna OpraHJ13aU;J1H pacnorrozsena B HeCKOJIbKJ1X oqmcax, u;eHTpaJIJ130BaHHaH cJIY1K6a rro.n;.n;ep1KKJ1 M01KeT rrpenocrasarr, 3Ha'IJ1TeJIbHble rrpeMMYID;eCTBa .n;JIH 6J13HeCa, BKJIIO'IaH:

• ysreasnreaae orrepaU;J10HHbIX sarpar;

• YJIY'IrneHJ1e 06ID;ero 0630pa 6J13Hec-.n;eHTeJIbHOCTJ1 .n;JIH PYKOBo.n;CTBa;

• 60JIee paD;J10HaJIbHOe J1CrrOJIb30BaHJ1e J1MeIOID;J1XCH pecypcon.

PI1CYHOK 4.8 - LleHTpanl130BaHHaR CnY>K6a Service Desk

4.2.8

BMpTyanbHaR Cny>K6a Service Desk

B 60JIbrnOM CTerreHJ1 <pJ13J1'IeCKOe pacrrOJI01KeHJ1e CJIY1K6bI Service Desk J1 YCJIyr, CBH3aHHbIX C HeM, necymecraeaao. 3TO 06YCJIaBJIJ1BaeTCH pa3BJ1TJ1eM cerensrx J1 TeJIeKoMMYBJ1KaU;J10HHbIX TeXHOJIOrJ1M. «BHpTyaJIbHaH CJIY1K6 a Service Desk» (PJ1CYHOK 4.9) M01KeT 6bITb pacnonoaceaa J1 .n;ocTYIIHa B JII060M TO'IKe MHpa.

ECJIJ1 Barna OpraHJ13aU;J1H pacrro.noaceaa B HeCKOJIbKJ1X o<pJ1cax, e.n;J1HaH rJI06aJIbHaH cJIY1K6a rrOMep1KKJ1 M01KeT npeztocraarrrs 3Ha'IJ1TeJIbHble rrpeJ1MYID;eCTBa .n;JIH 6J13HeCa, BKJIIO'IaH:

• ysreasnrenae orrepaU;J10HHbIX 3aTPaT;

• B03M01KHOCTJ1 .n;JIH YJIY'IrneHJ1H 06ID;ero 0630pa 6J13Hec-.n;eHTeJIbHOCTJ1 .n;JIH PyK°Bo.n;CTBa;

••••••••••

IIO,ll;,I1;EP2KKA YCJIYT

• 60JIee pa~MOHaJIbHOe MCnOJIb30BaHMe MMeIOW;MXCR pecypcon.

TeM He MeHee, OCHOBHoe OI'paHWIeHMe B pafiore BMpryaJIbHOM C.rry2K6bI - Heo6xo,L{MMOCTb <pM3M'IeCKOI'O rrpMCYTCTBMR TeXHM'IeCKOI'O Cne~MaJIMCTa MJIM MH2KeHepa no aasreae 060pY~OBaHMR.

CnYJK6a Service Desk B napMlKe

Jloxanause nonssoearena

nOKaJ1bHble noneaoaarena

y AaJ1eHHble noneaoaarena

CnYlK6a Service Desk BHf!WHero lIOCTaBIIIKKa

PMCYHOK 4.9 - BMpTyanbHaR CnY>K6a Service Desk

IIpM BHe~eHMM BMpTyaJIbHOM C.rry2K6bI Service Desk CJIe~yeT MMeTb B B~:

• Bees nepCOHaJI, MMeIOW;MM ztocryn K BMpryaJIbHOM CJIy2K6e Service Desk, ,n;OJI)KeH J1CrrOJIb30BaTb e,n;J1Hble nponeccsr, nponenypr-r M TepMMHOJIOI'MIO.

• BBO~ ~aHHbIX ~OJI)KeH ocyw;eCTBJIRTbCR na e,L{MHOM, npMeMJIeMOM ~JIR ncex R3bIKe.

• 3aKa3'IMKJ1 M IIoJIb30BaTeJIM ~OJI)KHbI BeCTJ1 nee ofinreaae =repea e~MHyIO TO'IKY KOHTaKTa. CJIe~eT paccxrorpere B03MO)KHOCTb MCnOJIb30BaHJ1R I'JI06aJIbHbIX TeJIe<poHHbIX HOMepoB M JIOKaJIbHbIX HOMepoB, xoropsre rrepeHanpaBJIRIOTCR aa BMpryaJIbHyIO cJIy2K6y C MCnOJIb30BaHMeM TeXHOJIOI'J1J1 ABToMaTWIeCKOI'O pacnpeztenenaa 3BOHKOB (Automatic Call Distribution, ACD).

• IIepJ1o~J1'IecKJ1 B03HMKaeT Heo6xo~MMOCTb <pM3WIeCKOI'O rrpMCyTCTBMR cne~J1aJIMCTa MJIM J1H2KeHepa CJIy2K6bI conpOBO~eHJ1R aa MeCTe OKa3aHJ1R YCJIYI'.

••••••••••

CJIyJK6a SERVICE DESK

• IIpol13Bo,lV1TeJIbHocTb CeTl1 ,n;OJIJKHa COOTBeTCTBOBaTb ~e aasna-renmo. OHa ,n;OJIJKHa onpenenarr.ca na OCHOBe rrpornoaapyesrsrx yponaen 3arpY3Kl1. Harrprrsrep, eCJIl1 JIOKaJIbHaR CJIy1K6a Service Desk B rOJIJIaH,Zl;l1l1 06pa6aTbIBaeT TOJIbKO ztecars aarrpocos B ztens, TO rrponycxaaa cnocofiaocrr, CeTl1 He l1MeeT 60JIbillOrO 3HaqeHl1R. TeM He MeHee, Hl13KaR rrponycxaaa crrocooaocrs MOJKeT OKa3aTbCR 60JIbIII0i1 rrpofinexroji, eCJIl1 He06xo,Zl;l1M0 06pa6aTbIBaTb HeCKOJIbKO COTeH 3arrpOCOB B ,n;eHb.

• ,n;JIR BMpTyaJIbHoi1 CJIy1K6bI Service Desk TeXHJ1qeCKl1e cpencrna ,n;OJIJKHbI npenocraanarr, B03M01KHOCTb pacrrpezreneaxa 3arpY3Kl1 l1 pasrpamr-renaa yponaea ztocryna K l1HcpopMarrl1l1. (Hanproaep, eCJIl1 KTO-JIl160 3aXOQeT BOCrrOJIb30BaTbCR JIOKaJIbHoi1 TeXHJ1qeCKoi1 rrOMep1KKoi1, zrorrycrroa, B odnrce B Asrcrepztawe, TO STOT rrOJIb30BaTeJIb CMOJKeT YBl1,Zl;eTb TOJIbKO sarrpocsr, CBR3aHHbIe C STl1M 0CPl1COM.) 3Tl1 paarpamrreana TaKJKe ,n;OJIJKHbI axmo-rarr, ,n;pyrl1e COrryTCTBYIDrrrl1e npoueccsr l1 zraansre, raxne KaK rtnaarrpyesrsre J13MeHeHl1R, zraaasre 06 aKTl1BaX l1 KOHcpl1ryparrl1RX.

• B paficre BMpTYaJIbHoi1 CJIy1K6bI Service Desk ,n;OJIJKHbI rrpl1MeHRTbCR COrJIaCOBaHHble npoueccsr BJIa,n;eHl1R l1 ynpaaneana J1HIl;l1,Zl;eHTaMl1. ,n;oJI1KHa cyrnecrsoaarr, B03M01KHOCTb aBTOMaTJ1qeCKoi1 nepeztaxa J1HIIl1,Zl;eHTOB l1 rexytnero npeztcraanenxa CID1CKa J1HIll1,n;eHToB MeJK,n;y JIOKaJIbHbIMl1 cJIy1K6aMl1.

4.2.9

KOH4JlllryPlllpos8Hllle CnY>K6bl Service Desk

QT06bI onpeztemrn, OrrTl1MaJIbHyro KOHcpl1rypaIll1IO CJIy1K6bI Service Desk ,n;JIR BaIIIei1 OpraHl13aIIl1l1, B Ka1K,Zl;OM KOHKpeTHoM cary-rae He06xo,Zl;l1MO peIIIl1Tb paamrsnsre BOrrpOCbI yrrpaanenna, cpezra KOTOPbIX:

• 6l13HeC-rreJIl1l1 pe3YJIbTaTbI;

• yponeas 3peJIOCTl1 l1 HaBbIKOB cyutecrayronrea CJIy1K6bI rrOMep1KKl1;

• 6IO,Zl;1KeT, MeXaHl13MbI yxera l1 B03MerrreHl1R sarpar;

• YPOBHl1 l1 KaQeCTBO TPe6yeMoi1 yrrpaaaerrsecxoa l1HcpopMarrl1l1;

• paasrepsr opranaaamra l1 Bl1,n; ee 6l13HeCa;

• rrOJIl1TJ1qeCKl1e co06paJKeHl1R;

• OpraHl13aIll10HHaR cTpYKTYPa:

OT,n;eJIbHbrJ1 OCPl1C, HeCKOJIbKO OCPl1COB l1JIl1 rreHTpaJIbHbU1: OCPl1C KOJIJ1qeCTBO nozmepxoraaevrsrx 3aKa3Ql1KOB

QaCbI, B xoropsre ,n;oJIJKHa 06eCrreQl1BaTbCR rroMep1KKa

R3bIKl1 ofirnenaa nepcoaa.na CJIy1K6bI rrOMepJKKl1 l1 3aKa3Ql1KOB;

• OXBaT, KOJIJ1qeCTBO l1 Tl1IIbI rrpl1JIOJKeHl1i1, xoropsre He06xo,n;l1M0 nonnepaorsars,

craaztaprm.re;

cnenaaaxaapoaanasre;

• ofiurae Tpe60BaHl1R 6l13HeCa (aanpasrep, ocpl1CHble rrporpasoaasre cpencrsa);

• ceresaa l1HcppaCTPYKTYPa (LAN, WAN);

•••••••••

llOMEP.IKKA YCJIyr

• OXBaT, KOJIM'feCTBO J1 TJ1IIhI anrraparaoro 06eCrre'leHJ1HiTeXHOJIOrJ1H, xoropsre

He06xo,n;J1MO nozmepacraarr.;

• :QJ1KJI 06HOBJIeHJ1H TeXHOJIOrJ1H;

• YPOBHJ1 HaBhIKOB 3aKa3'lJ1KOB;

• YPOBHJ1 HaBhIKOB OCHOBHOH MaCChI llOJIh30BaTeJIeH;

• YPOBHJ1 HaBhIKOB rrepcoaana CJIY2K6hI rrOMep2KKJ1;

• KOJIM'feCTBO COTpy,n;HJ1KOB CJIY2K6hI rrOMep2KKJ1 (rrepnaa J1 aropaa JIJ1HJ1J1);

• 3aBJ1CJ1MOCTh OT BHeIIIHJ1X rrOCTaBI:QJ1KOB;

• TeKYr:qee KOJIM'feCTBO 06par:qeHJ1H.

4.2.10 rno6anbHaR KpyrnocyrOLtHaR nOAAep>KKa

Korna OpraHJ13a:QJ1H rrpe,n;OCTaBJIHeT KpyrJIOCyTO'lHYID rrOMep2KKY J1JIJ1 rrOMep2KKY rro scesry MMpy, He06xo,ll;J1MO 06paTJ1Th BHJ1MaHJ1e na cnenyronrae MOMeHThI:

• B03M02KHOCTh B3aJ1M0,n;eHCTBJ1H TeJIeKOMMYHJ1Ka:QJ10HHhIX CJ1CTeWKoMMYTaTopoB;

• BKJIlO'leHhI JIJ1 zraansre 0 rrOMep2KJ1BaeMhIX BpeMeHHhIX noacax B Coraanremra 06 yponae 06CJIY2KJ1BaHJ1.ff;

• ,n;OCTYIIHa JIJ1 yrrpaaneaaecxaa OT'leTHOCTh B MeCTHhIX J1 y,n;aJIeHHhIX

BpeMeHHhIX noacax;

• ,n;OCTYIIHa JIJ1 rronnepaora na MeCTHhIX H3hIKax;

• He06xo,n;J1MOCTh B MHOrOH3hI'lHOM rrepcoxane CJIY2K6hI rrOMep2KKJ1;

• JIOKaJIhHhIe oc06eHHOCTJ1 J1 Hy2K,lI;hI, CBH3aHHhIe C KYJIhTYPHhIMJ1 pa3JIM'fJ1HMJ1 (aarrprorep, B MCrraHJ1J1 -racsr pa60ThI 'laCTO pa3,n;eJIHIOTCH aa YTpeHHJ1e J1 ae=tepmre):

• ,n;OJI2KHhI 6hITh orrpeneneasr JIOKaJIJ130BaHHhIe SLA J1 Orrepa:QJ10HHhIe COrJIarrreHJ1H 06 yponae B3aJ1Mo,n;eHCTBJ1H (OLA);

• 'leTKJ1e nponezypsr 3CKaJIa:QJ1J1 J1 nerroxxa yrrpaaaea-recxoa OT'leTHOCTJ1;

• ace JIOKaJIhHhle CJIY2K6hI ,n;OJI2KHhI J1CrrOJIh30BaTh COrJIaCOBaHHhIe nporreccst BJIa,n;eHJ1H J1 yrrpaBJIeHJ1H MH:QJ1,lI;eHTaMJ1. ,I1;oJI2KHa 6hITh B03M02KHOCTh aBTOMaTJ1'leCKOrO nepeaaaaa-renaa MH:QJ1,lI;eHTOB ztpyrosry cnenaanncry/rpynrre rrOMep2KKJ1 J1 rrepeKJIIO'leHJ1H TeKyr:qero rrpe,n;CTaBJIeHJ1H CrrJ1CKOB l1H:QJ1,n;eHToB, CBH3aHHhIX C JIOKaJIhHhIMJ1 cJIY2K6aMJ1.

Flpoexraposaaae

llOMJ1MO nsnnecxasanaoro, eCJIJ1 BhI nnamrpyere nepenasarr, sarrpocsr Me2K,ll;y CJIJ)K6aMJ1 Service Desk J1JIJ12Ke B 6y,n;yr:qeM nnaazpyere J1X 06'he,ll;J1HJ1Th, paccsrorprrre B03M02KHOCTh J1CrrOJIh30BaHJ1H YHJ1KaJIhHhIX J1,n;eHTJ1cpJ1Ka:QJ10HHhIX HOMepoB, rrpednrxcoa J1 ,lI;J1arra30HOB KO,n;OB ,n;JIH aanreii rJI06aJIhHOH ceTJ1, 'lT06hI J136e2KaTh rrp06JIeM, xoropsre MoryT B03HJ1KHYTh rrpn C03,n;aHJ1J1 ,n;Byx pa3JIJ1'lHhIX sanpocon C O,ll;J1HaKOBhIM KO,n;OM.

•••••••• 1111

CJIyJK6a SERVICE DESK

4.2.11 KnaccMti>MKaLlMR ~HLlMAeHToB

KJIaCCYI<pYlKaU;YlR - O,n;YlH Yl3 BaJKHeHlllYIX aTpYl6YTOB J1HD;YI,ll;eHTa, KOTOPbIH aeofixoruoao KoppeKTHO onpezte.mrrs. KJIaCCYI<pYlKaD;YIR YlCrrOJIb3yeTcR ,n;JIR roro, qT06bI:

• onpezremrrs YCJIYTY YlJIYI ooopynoaaaxe, C KOTOPbIMYI CBR3aH J1HD;Y1,n;eHT;

• CBR3aTb cyurecrayroume Cor.aanreane 06 ypoane 06CJIY2KMBaHYIR YI Onepannonaoe cornanreane 06 ypoBHe B3aYlMo,n;eHCTBYlR;

• BbI6paTb/orrpe,n;eJIYlTb rex crreU;YlaJIYlCTOB YlJIYI rpynrrsr crreU;YlaJIYlCTOB,

xoropsre HaYlJIY'IlllYlM 06pa30M cnpanarca C YCTPaHeHYIeM J1HD;Y1,ll;eHTa;

• onpene.mrn, npnoprrrer YI BJIYlRHYle na 6Y13HeC;

• onenn'rs ypoaens 3arpy3KYI;

• onpenerrars, KaKYIe BOrrpOCbI ,n;OJIJKHbI 6bITb sazransr, YI KaKaR J1H<p0pMaU;YlR ,n;OJIJKHa 6bITb rrponepeaa;

• orrpezte.mrrs xpnrepror rrpYlBR3KYI rrpn BbI60pe roro YlJIYI YlHoro penreana, J13BecTHbIX 0lllYl60K YlJIYI 06XO,ll;HbIX penrennri;

• 0606rn;YlTb YI onpezte.mrrs , xaxne OKOH'IaTeJIbHble ,n;eHCTBYlR He06xo,ll;YlMO BbIIIOJIHYlTb (nanpnsrep, TPe6yeTcR ,n;orrOJIHYlTeJIbHOe 06yqeHYIe YlJIYI aexcnpaaaocrr, He HaH,n;eHa);

• orrpeztemrrs MaTpYlD;Y OT'IeTHOCTYI ,n;JIR ynpaaneaxecxoa YIH<popMaD;YIYl.

OKOH'IaTeJIbHaR KJIaCCYI<pYlKaU;YlR MOJKeT OTJIYlqaTbCR OT 3aRBJIeHHOH B na-rane. 3aKa3'IY1K Mor 3aRBYlTb 0 «CYlMrrTOMe» J1HU;YI,ll;eHTa, a He 0 ,n;eHCTBYlTeJIbHOH rrpYI'IYlHe IIp06JIeMbI. YpOBHYI KJIaCCYI<pYlKau;YIYI MoryT 6bITb pa3JIYl'IHbI B 3aBYlCYlMOCTYI OT Tpe6yeMoro YPOBHR ,n;eTaJIYl3au;YIYI. Hanpxsrep, KJIaCCYI<pYlKaU;YlR nepsoro YPOBHR - «06pa60TKa TeKCTOB» YlJIYI «HaqYlCJIeHYle 3apa60THOH nna'rsr» - MOJKeT 6bITb rrpYleMJIeMa ,n;JIR ofnnero aHaJIYl3a; TeM He MeHee, MOJKeT ncrpefioaarr.ca 60JIee zreram.naa KJIaCCYI<pYlKaU;YlR B CJIe.n;ylOrn;YIX HarrpaBJIeHYIRX:

• HOMep BepCYlYI;

• nocraaunrx;

• MO.n;yJIb rrporpasoraoro ofiecnesremra (narrpnsrep, ne-rars, xnnra saxyrrox);

• rpyrmapoaxa (aanpasrep, 6Y13HeC-rrpYlJIOJKeHYlR).

IIocJIe saaepnreaaa pa60T rro J1Hu;YI,n;eHTY ,n;JIR HeKOTopbIX TYlIIOB 3arrpOCOB rrOJIe3HO BBO,ll;YlTb «KJIaCCYI<pYlKau;YllO 3aKpbITYlR» YlJIYI «KO,n; 3aKpbITYlR». :3TOT KO,n; ,n;OJIJKeH YKa3bIBaTb na rrpnxaay J1HD;YI,n;eHTa, ztaaart- ofiofinrenasre BbIBO,ll;bI YlJIYI orrpeztenerrasrti nopazrox ,n;eHCTBYlH. Hexoropsre nprorepsr:

• J1HU;YI,n;eHT ycnenrao paspenrea;

• rpeoyerca 06yqeHYIe 3aKa3QYIKa;

• rpeoyerca 0630p ,n;OKYMeHTau;YlYI;

• HeYlCrrpaBHOCTb He HaH.n;eHa;

• rpeoyerca MOHYITopYlHr;

• rrpenocraanensr pexoweaztauan;

• He06xo,n;YlMO O<pOPMYlTb 3arrpoc na J13MeHeHYle.

••••••••••

TIOMEP)KKA. YCJIYI'

,ll;eTaJIhHaH KJIaCCmpJ1KaU;HH 06eCrre'IHT 60JIee <l<p<peKTHBHOe HCrrOJIh30BaHHe yrrpaBJIeHLJeCKOM HH<p0pMau;HH.

4.2.12 0630P npOL&eCC8 KIl8CCHCI>HK8L&HH

YrrpaBJIeHLJeCKaH HH<popMaIJ;HH, rrpe;n;OCTaBJIHeMaH OTLJeTaMH na OCHOBaHHH ;n;aHHhIX KJIaCcH<pHKaU;HH, ;n;OJDKHa rrepHO;n;HLJeCKH aHaJIH3HpOBaThCH. 8TO aeofixormsro ;n;JIH otiecne-reaaa TOrO, 'ITO HCrrOJIh3yroTCH TOJIhKO aoaejmrrre ;n;aHHhle, nozmaromaeca mrreprrperanaa. TeM He MeHee, He cnezryer =repec-ryp YCJImKHHTh <lTOT nponecc, COCTaBJIHH CJIHIIIKOM norrpofiayio KJIaCCH<pHKau;HIO, rrOCKOJIhKY <lTO M01KeT rrpHBeCTH K rryranane npn perHCTPau;HH I1HU;H;n;eHTOB rrepCOHaJIOM C.rry1K6hI rro;n;;n;ep~. TaK1Ke pexosrenzryerca BKJIIO'IaTh craazraprasre KJIaCCH<pHKaU;HH, TaKHe KaK «HeH3BeCTHO» HJIH «HeB03M01KHO KJIaCCH<pHu;HpOBaTh», rrOCKOJIhKY <lTO rrOM01KeT npezro-raparrrn, neneprroe YKa3aHHe KJIaCCH<pHKau;HH rrepCOHaJIOM C~6hI rrO;n;;n;ep1KKH. ECJIH neofixoznrero, aHaJIH3 <lTHX I1HU;H;n;eHTOB M01KeT 6hITh BhIIIOJIHeH rr031Ke, H HX KJIaCCH<pJ1Kau;HH M01KeT 6hITh H3MeHeHa. B 06ru;eM, JIyLJIIIe Ha'IaTh C yrrpomeaaojt MO;n;eJIH KJIaCCH<pHKau;HH H rrOTOM paCIIIHpHTh ee HCXO;n;H H3 Tpe6oBamffi: 6H3Heca.

Ha'IHHTe C MaJIOrO H YBeJIWIYIBaMTe CJI01KHOCTh MO;n;eJIH HCXO.n;H H3 Tpe6oBamffi: 6H3Heca.

TeXHOnOrL-1L-1 CnY)f(6bl Service Desk

Cytnecrnyer MH01KeCTBO TeXHOJIOrHM ;n;JIH aBTOMaTH3aU;HH C~6hI Service Desk, H xasoraa HMeeT CBOH rrpeHMYIIJ;ecTBa H He;n;OCTaTKH. Ba1KHo, <fTo6hI TeXHOJIOrHH, nponeccsr H rrepconan C~6hI Service Desk COOTBeTCTBOBaJIH ~aM KaK 6H3Heca, TaK H TIOJIh30BaTeJIeM. He cnenyer BhI6HpaTh HOBeMIIIJ1e H <faCTO nerrpoaepemrsre TeXHOJIOrHH, B KOTOPhIX HCrrOJIh3yroTCH narepecasre, HO MeHee neamae <PYHKu;HOHaJIhHhle peIIIeHHH.

I1HBecTIDl;HH B TeXHOJIOrHH - <lTO peIIIeHHH, rrpJ1HHMaeMhle na ;n;JIHTeJIhHhIM CPOK, H xopomee rrOHHMaHHe ~ 6H3Heca rrOMOEeT B ycneuraosr BhI60pe H BHe;n;peHHH. TeXHOJIOrHH ;n;O~I HCrrOJIh30BaThCH ;n;JIH paCIIIHpeHHH yc.rryr H yJIyLJIIIeHHH 06C.rryEYIBaHHH, HO He ;n;JIH ero 3aMeHhI. TeXHOJIOrJ1H ~aeTCH B nonnepxoce 6H3Hecnponeccasra, a;n;aIITHpYHCh K ~aM 6H3Heca KaK B aacroamee BpeMH, TaK H B 6y;n;yru;eM. TaK1Ke Ba1KHO rrOHHMaTh, 'ITO C aBTOMaTJ13aU;HeM B03paCTaeT yposem, OTBeTCTBeHHOCTJ1 J1 TPe60BaHHH K ;n;J1CU;J1IIJIHHe.

TeXHOJIOrHH C~6hI Service Desk BKJIIO<faIOT:

• J1HTerpHpoBaHHhle CHCTeMhI YrrpaBJIeHHH ycrryrasra H orrepanaomroro yrrpanaeaxa;

• paaaarsre reaerpormsre CHCTeMhI (narrprrsrep, aBTOMaTJ1'ieCKM nepeaztpecanaa, KOMIIhIOTepHaH TeJIe<poHHH (Computer Telephony Integration, CTI), rOJIOCOBhle zramrsre =repea IP (Voice Over Internet Protocol, VOIP);

• CJ1CTeMhI HHTepaKTYIBHOrO pe=reaoro B3aHMO;n;encTBHH (Interactive Voice Response, IVR);

• 3JIeKTpOHHaH noxra (rrarrpxsrep, rOJIOCOBaH, BH;n;eo, rrocpezrcrsosr Mo6HJIhHOn CBH3H, HHTepHeTa, email-cacresr);

••••••••••

CJIY2K6a SERVICE DESK

• rpaxc-cepaepsr (nonnepaoca rrepeanpecanan na email);

• rre~2KJ1IITOBble CJ1CTeMbI;

• cpezrcraa ,ll;JIH HaKOrrJIeIU1H 3HaHHi1, rrOJ1CKa J1 .n;J1arHOCTJ1KJ1;

• cpezrcraa aBTOMaTJ1qeCKOrO MOHJ1TOpJ1HI'a J1 yrrpaBJIeIU1H CeTHMJ1.

Ba2KHo rrOIU1MaTb, 'ITO .n;JIH o6pa6oTKJ1 HeKOTopbIX 3arrpOCOB 3aKa3qJ1KOB He rpefiyerca aenocpencrneaaoe 06ru;eIU1e CO crreU;J1aJIJ1CTOM CJIy2K6bI Service Desk, rorna KaK .n;JIH }:q>yrJ1X - OHO neofixonasro.

4.3.1

KOMnbIOTepM3MpOB8HH8R CnY>K68 Service Desk

MHOrJ1e norrpaazrenearra CJIY2K6bI rrOMep2KKJ1 HaqJ1HaIOTCH C CJ1CTeM, J1CrrOJIb3yroru;J1X 6yMa2KHbU1 .n;oKyMeHTOo6opOT, C rrOMOIu;bIO KOTOPbIX nepcoaan aanacsrsaer J1 06HOBJIHeT zranaste J1 peIIIeHJ1H. HaCKOJIbKO XOPOIIIO 6bI IU1 6bIJIJ1 orrpeneaensr rrponeccsr, nponeztypsr J1 .n;OKyMeHTaD;J1H - HeB03M02KHO .n;eJIaTb 60JIbIIIe, qeM 3aIIJ1CbmaTb MHu;J1,ll;eHTbI J1 OTCJIe2KJ1BaTb J1X BbIITOJIHeHJ1e. MCrrOJIb30BaIU1e KOMrrbIOTepJ13HpoBaHHoi1: CJIy2K6bI Service Desk Ba2KHO .n;JIH conpesrenaon CJIy2K6bI rrOMep2KKJ1. ABToMaTJ13aD;J1H yrrpaBJIeHJ1H rr03BOJIHeT rrOBbICJ1Tb rrpO.n;yKTJ1BHOCTb J1 TOqHOCTb, YBeJIJ1'iJ1Tb CKOPOCTb zrocryna K paaee Hai1:.n;eHHbIM peIIIeIU1HM, M3BeCTHbIM oIIIJ16KaM, otipamarr.ca K J1CTOpH'leCKoi1: J1 ynpannen-recxosi HH<p0pMaD;ID1. TeM He MeHee, .n;JIH Toro qTo6bI ofiecnexrers .n;OCTYII K HH<popMaU;J1J1, KOTopaH paaee 6bIJla He.n;OCTYIIHa, rpeoyrorca 3HaqJ1TeJIbHble YCJ1JIJ1H.

Cerozraa, pasnarsre CJ1CTeMbI YrrpaBJIeHJ1H YCJIYraMJ1 cnocofiasr ynpaanarr., OTCJIe2KJ1BaTb J1 Ha6JIIO.n;aTb sa sarrpocasra aa 06CJIY2KMBaIU1e, 06H3aTeJIbCTBaMJ1, Ka}:q>OBbIMJ1 pecypcasra J1 rrOCJIe.n;OBaTeJIbHOCTbIO BbIITOJIHHeMbIX .n;ei1:cTBHif. 3TJ1 CJ1CTeMbI TaK2Ke J1HTerpHpyroTCH C }:q>yrJ1MJ1 Ba2KHbIMJ1 KOMrrOHeHTaMJ1 06CJIY2KMBaIU1H (narrprrsrep, C ynpannenrresr KOHTPOJIH J13MeHeIU1i1:, AKTJ1BaMJ1 J1 KOH<pHrypaD;J1HMJ1, 3aTpaTaMJ1, Henpepsrsaocrsro 6J13HeCa, IlrraHJ1pOBaIU1eM Moru;HocTei1:, a TaK2Ke pa3JIJ1'iHbIMJ1 cpe.n;CTBaMJ1 aBTOMaTH'leCKOrO MOIU1TopHHra J1 yrrpaBJIeIU1H CeTHMJ1).

4.3.2

npeMMYLUecTB8 KOMnbIOTepM3MpOB8HHOM CnY>K6bl Service Desk.

KOMIIbIOTepJ13aU;J1H rrperosymecraa:

Service

Desk

rrpe.n;OCTaBJIHeT

cnezryro ID;J1e

• Ka2K,ll;bU1 crreD;J1aJIJ1CT CJIy2K6bI rrOMep2KKJ1 3HaeT, 'ITO rrpOJ1CXO.n;HT, TaK KaK sarrpocsr zrocryrmsr BceMY rrepCOHaJIY aToi1: CJIy2K6bI;

• YCKopHeTCH ofipafiorxa sarrpocoa 3aKa3qJ1KOB, TeM CaMbIM rrOBblIIIaeTCH rrp0.n;yKTJ1BHOCTb;

• yJ!Y'iIIIeIU1e OTCJIe2KJ1BaHHH sanpocoa, J1X aCKaJIaD;ID1 .J1 OrrTI1MJ13aD;J1H rrOCJIe.n;OBaTeJIbHOCTJ1 BbIITOJIHHeMbIX .n;ei1:cTBJ1i1:;

• .n;ocTYII K 60JIee conepzaa'rerrsnojr J1H<popMaU;ID1 xepes J1HTepHeT:

M3BeCTHble OIIIJ16KJ1, peIIIeIU1H J1 J1CTOPID1 sanpocoa

BHeIIIHJ1e J1CTOqHJ1KJ1 3HaHHif;

• ynpaanea-recxaa J1H<popMaU;J1H CTaHOBJ1TCH 60JIee .n;OCTYIIHOi1: J1 TOqHOi1:;

• J1CKJIIOqaIOTCH .n;y6JIHPOBaHHble, norepamrsre J1JIJ1 safisrrsre sarrpocsr;

• yJ!Y'iIIIaeTcH J1CrrOJIb30BaHJ1e KBaJIJ1<pJ1D;J1pOBaHHoro nepconana;

•••••••• 111111

IlO,lJ;,lJ;EPLKKA "YCJIYT

• 06JIer':laIOTCH CJIO:>KHble 3a,n;a':lJ1 TeXHJ1':IeCKOM rrOMepJKKJ1 J1 paC':IeTOB.

4.3.3 Pa3pa6oTaTb caMOCTORTellbHO MllM KynMTb?

IlpJ1 rrpJ1HHTJ1J1 pelIIeHJ1H 0 TOM, C06J1paTb JIJ1 C06CTBeHHOe nporpasoaaoe Cpe,n;CTBO rrOMepJKKJ1 J1JIJ1 )Ke KYIIJ1Tb KOMMep':leCKJ1M nporpasorasra rrpozryxr, casroe Ba:>KHOe - onpenemrrs, KTO 6y,n;eT rrOJIb30BaTbCH 3TJ1M IlO J1 C KaKOM nensro. ,lJ;OBOJIbHO rrpOCTO paapafiorarr, nporpasoraoe cpencrno ,n;JIH perJ1CTpaIJ;J1J1 06paIIJ;eHJ1M. Ho peaJIJ13aU;J1H pelIIeH11M ,n;JIH cfiopa J1 06HOBJIeHJ1H ,n;aHHbIX MO)KeT BbI3BaTb CJIO:>KHOCTJ1. OTBeTbI na cnenyionnre BOrrpOCbI noxroryr BaM B rrpJ1HHTJ1J1 pelIIeHJ1H 0 co6CTBeHHOM paspafiorxe J1JIJ1 0 rrOKyIIKe KOMMep':leCKOM BepCJ1J1 IlO:

• ECTb JIJ1 Y sac KBaJIJ1<pJ1IJ;11pOBaHHble crreU;J1aJIJ1CTbI B 06JIaCTJ1 "YrrpaBJIeHJ1H

YCJIYTaMl1 J1 B 06JIaCTJ1 6J13HeCa ,n;JIH pa3pa6oTKJ1 cnenytornero:

l1HTerpaU;J1J1 C email- J1 ,n;pyrJ1MJ1 KOMMYHJ1KaIJ;J10HHbIMJ1 CJ1CTeMaMJ1? aBTOMaTJ13aIJ;J1J1 orrepaumi?

rrOMepJKKJ1 Me:>KIIJIaT<popMeHHOCTJ1 J1 HeCKOJIbKJ1X H3bIKOB? J1HTerpaU;J1J1 C ,n;pyrJ1MJ1 cpencraasra TeXHJ1':1eCKOM rrOMep)l{KJ1, TaKJ1MJ1 KaK "YrrpaBJIeHJ1e aKTJ1BaMl1, "YrrpaBJIeHJ1e KOH<pJ1rYPaIJ;J1HMl1, KOHTpOJIb J13MeHeHl1M J1 aBTOMaTJ1311pOBaHHble orreparran?

• ECTb JIJ1 Y Bac B HaJIJ1':IJ1J1 pecypcsr, KaK ceM'iac, TaK J1 B 6y,n;yIIJ;eM, ,n;JIH rrJIaHJ1pOBaHJ1H BHe,n;peHJ1H, Mo,n;epHJ13aU;J1J1 J1 06CJIy:>KJ1BaHJ1H CJ1CTeMbI?

• KTO 6y,n;eT OCYIIJ;eCTBJIHTb rrOMep)KKJ, J1 KaK ,n;OMO fiyzter paspaoarsraarsca CJ1CTeMa, KTO fiyzter OrrJIa':lJ1BaTb paspafiorxy, xorzta OHa 6y,n;eT rOTOBa K 3KCrrJIya TaU;J1J1?

• -q TO rrp0J130M,n;eT, eCJIJ1 BalIIJ1 «axcnep'rsr- YBOJIHTCH?

3a J1CKJIIO':IeHJ1eM CJIY':laeB, xorna BalIIJ1 6J13HeC-HY:>K,n;bI O':leHb cneU;J1<pJ1':1HbI J1 YHJ1KaJIbHbI, co6CTBeHHaH pa3pa6oTKa 06XO~TCH O':leHb ,n;oporo J1 He ,n;aeT rrpel1MYIIJ;eCTB B KpaTKOCpO':lHOM J1 cpezraecpoxnoa nepcnexrrraax.

4.3.4

Pa60Ta B MHoronllaTct>opMeHHOM cpeAe

IlpJ1 BbI60pe rrporpasoraoro cpeztcrna B MHOrOnJIaT<popMeHHoM cpezte Heo6xo,n;J1MO Y':!:J1TbIBaTb U;eJIbrn PH,n; KJIIO':IeBbIX MOMeHTOB:

• Ilpenocraanaer JIJ1 rrporpaxnraoe ofiecne-rerrae Tpe6yeMYlO <PYHKU;J10HaJIbHOCTb rrpn J1CrrOJIb30BaHJ1J1 JII06oro armaparnoro otiecnexeaaa, cerensrx rrpOTOKOJIOB J1 TeXHOJIOrJ1M?

• Ilpenocraanaer JIJ1 rrporpaseaaoe cpezrcrno rroJIHYIO <PYHKIJ;J10HaJIbHOCTb BO acex cpeztax?

• B03MO:>KHO JIJ1 J1CnOJIb30BaHJ1e cyIIJ;ecTByIDIIJ;ero ofiopynosaaxa (aarrprorep, ilK J1 pafio-rax CTaHIJ;J1M)?

• ,lJ;OCTyrrHbI JIJ1 Heo6xo~Mble <PYHKU;J1J1 aa ncex Tpe6yeMbIX nnarrpopsrax (aarrpreaep, eCJIJ1 nporpasrsraoe cpencrso pafioraer B OCHOBHOM aa ilK, ,n;OCTYIIHbI JIJ1 3TJ1 <PYHKU;ID1 na pafio-nrx CTaHIJ;J1HX UNIX)?

• MOryT .m1 sarrpocsr nepenasarsca Me2K,lzy CJIY)K6aMl1 Service Desk, pa60TalOIIJ;J1MJ1 na pa3HbIX naarcpopsrax?

••••••••••

CJIY)K6a SERVICE DESK

• TIpe.n;ocTaBJIReT JIJ1 nporpasoaaoe cpencrso rpefiyesayro CPYHKWfOHaJIbHOCTb rrpn J1CnOJIb30BaHJ1J1 JII06bIX cerensrx rrpOTOKOJIOB J1 TeXHOJIOrJ1i1:?

4.3.5

Pa60Ta B WAN-MH~pacTpyKType

MHOrJ1e J13 .n;OCTYTIHbIX nporpasorasrx cpeztcrn 6y.n;yT 3cpcpeKTJ1BHO pafiorarr, B LANJ1HcppacTpYKType. Korzra rpefiyerca, 'IT06bI nporpasornoe cpeztcrso pa60TaJIo B WAN, He06xo.n;J1MO y-qJ1TbIBaTb cnenyrourae OCHOBHbIe MOMeHTbI:

• CrrpoeKTJ1pOBaHO JIJ1 rrporpasonroe cpeztcrao .n;JIR pa60TbI aa KaHaJIaX C

60JIee HJ13KOi1: rrporrycxnoti cnoc06HoCTbID?

• TIoMep)KJ1BaeT JIJ1 OHO OnTJ1MJ13a~ nepena-m .n;aHHbIX?

• COOTBeTcTByeT JIJ1 nponycxaaa CnOC06HOCTb CeTJ1 ee Ha3Ha'IeHJ1ID?

• TIpe.n;OCTaBJIReT JIJ1 nporpasornoe 06eCne'IeHJ1e nOJIHyID CPYHKIJ;J10HaJIbHOCTb npn J1CnOJIb30BaHJ1J1 JII06bIX CeTeBbIX npOTOKOJIOB J1 TeXHOJIOrJ1i1:?

Y6e,!l;J1TeCb, 'ITO B KpJ1TepJ1RX npJ1eMKJ1 BaIIlei1: CJ1CTeMbI YKa3aHa rrponepxa pa60TbI TIO B nanrea CeTJ1.

4.3.6

~HTenneKTYanbHble Tene~OHHble CMCTeMbl, MCnOnb30BaHMe rOnOCOBOM nOL!Tbl M email.

J1cnOJIb30BaHJ1e J1HTeJIJIeKTyaJIbHbIX TeJIecpOHHbIX CJ1CTeM, rOJIOCoBoi1: nO'ITbI J1 email MO)KeT npJ1HeCTJ1 3Ha'IJ1TeJIbHyro nOJIb3Y CJIY)K6e Service Desk. TeM He MeHee, 3TJ1 TeXHOJIOrJ1J1 He .n;OJI)KHbI 6bITb J1CnOJIb30BaHbI .n;JIR C03.n;aHJ1R «3JIeKTpOHHoro fiapsepa». YCTaHOBKa CJ1CTeM J1HTepaKTJ1BHOrO pe=reaoro B3aJ1M0.n;ei1:cTBJ1R (IVR) rpefiyerca .n;JIR roro, 'IT06bI sarrpoc 3aKa3'IJ1Ka He rrepezraaanca OT oztaoro 'IeJIOBeKa K ztpyroxy ECJIJ1 J1CnOJIb3yIDTCR rOJIOCOBaR nO'ITa J1 emailr ro aeofixozuoro 06eCne'IJ1Tb J1X peryJIRPHYJO nposepxy J1 caoenpextemrsre OTBeTbI 06paTJ1BIIlJ1MCR.

QT06bI MaKCJ1MaJIbHO 3cpcpeKTJ1BHO J1CnOJIb30BaTb 3TJ1 TeXHOJIOrJ1J1 J1 06eCneQJ1Tb nonnepacxy BbICOKoro Ka'IeCTBa 06CJIJ)KJ1BaHJ1R, COCTaBbTe CorJIaIIleHJ1R 06 ypoaae 06CJIY)KJ1BaHJ1R.

4.3.7

Pa3BepTblBaHMe CTpaTerMM caMoo6cnY>KMBaHMR

CaMo06cJI~BaHJ1e npe.n;OCTaBJIReT 3aKa3'IJ1KaM B03MO)KHOCTb nOJIy-qeHJ1R yczryr no nonnepaoce 6e3 npasroro y-qaCTJ1R rrepcona.na CJIY)K6bI TeXHJ1LJeCKoi1: no.n;.n;ep)KKJ1. TaKaR CTpaTerJ1R MO)KeT 6bITb J1CnOJIb30BaHa .n;JIR YMeHbIIleHJ1R onepanaonasrx sarpar J1 nOBbIIIleHJ1R y.n;OBJIeTBOpeHHOCTJ1 3aKa3'IJ1KOB aa C'IeT npe.n;OCTaBJIeHJ1R J1M 60JIbIIlerO KOHTPOJIR nan TpaH3aKIzyIRMJ1, ocofienao BHe 06bILJHbIX 'IaCOB pa60TbI CJIY)K6bI no.n;.n;ep)KKH J1 .n;JIR HeKpJ1TJ1LJHbIX .n;ei1:cTBJ1i1:. TeXHOJIOrJ1J1, TaKJ1e KaK J1HTepHeT, CJ1CTeMbI J1HTepaKTJ1BHOrO pesesoro B3aJ1Mo.n;ei1:cTBJ1R (IVR), a TaK)Ke M06J1JIbHbIe J1 6eCnpOBO,!l;HbIe KOMMYHJ1KaU;J1J1, rrpe.n;OCTaBJIRIDT B03MO)KHOCTb .n;JIR pa60TbI B pe)KJ1Me caMo06cJI~BaHJ1R.

OCHOBHbIe xapaKTepJ1CTJ1KJ1 3TOi1: Mo.n;eJIJ1:

• 3aKa3'IJ1KJ1 orrpeztenaror TO'IKY axozta;

• 3aKa3'IJ1KJ1 06JIa.n;aIDT rrpRMbIM ztocrynora K J1HcpopMaU;J1J1 J1 3HaHJ1RM no TeXHJ1LJeCKoi1: nozutepzaxe;

••••••••••

IIOMEP:tKKA YCJIYI'

• 3aKa3qJ1KH CaMH MoryT yrrpaanrrrs TpaH3aKLlHHMH rro rrpe,ll;OCTaBJIeHIDO rrOMep1KKH;

• yrrpouiaerca nocryn H CKOPOCTb pa3peIIIeHHH;

• YMeHbIIIaeTCH cnpoc aa pecypcsr CJIY2K6bI rrOMep1KKH.

BapHaHTbI aaezrpeaaa CHCTeMbI caMoo6cJIY2Kl1BaHHH MoryT 6bITb pa3JIH'iHbIMH, B 3aBHCHMOCTH OT TOrO, -rero OpraHH3aLlHH XOqeT ,ll;OCTH"Ib, H nepe=raa YCJIyr, xoropsre OHa nnaazpyer rrpenocraanars. IIpHMepbI caMoo6cJIY:HU1BaHHH BKJIlOqalOT cnezryronree:

• 3aKa3"IHKH persrcrpnpysor CBOH sanpocsr H rrpOBepHIOT HX CTaTYC;

• 3aKa3qHKH MoryT rrpOH3BO,ll;HTb rrOHCK B03MOJKHOrO peIIIeHHH B fiase 3HaIDti1:;

• 3aKa3qHKH MoryT caMOCTOHTeJIbHO sarpyscarr, 06HOBJIeHHH no HJIH rraxersr YCTpaHeHHH 6arOB;

• 3aKa3qJ1KH caMOCTOHTeJIbHO MoryT 3aKa3bIBaTb TOBapbI HJIH yCJIyrH.

4.3.8 KpI.1TI.1L1eCKMe cIlaKTopbl ycnexa

YcrrelliHaH CTPaTerHH caMoo6cJIY:HU1BaHHH orrpeztenaerca PMOM BaJKHbIX rpaxropoa:

• npIIBep1KeHHOCTL PYKOBO,!l;Cma - JII06aH HHHLlHaTJ1Ba, KOTopaH CBH3aHa C H3MeHeHHHMH BHyTpH opraarraanaa, Tpe6yeT rrOMep1KKH H rrpJ1Bep1KeHHOCTH co CTOPOHbI PYKOBO,ll;CTBa ,ll;JIH HCrrOJIHeHHH :;!TOH HHHI:IHaTJ1BbI;

• 1KeJIaHlle YCTYnllTL KOHTPOJIL - BaJKHO anezrpirn, rrpaaansnsre rrponeccsr H HHCTpYMeHTbI,ll;JIH ofiecne-reaaa roro, qTo6bI, HeCMOTPH aa KOHTPOJIb 3aKa3qHKOB nan rrpOLleCCOM, OH see 1Ke ocym;eCTBJIHJICH rro cxexre peIIIeHHH, qeTKO orrpezteneaaoa KOMrraHHeH;

• efiop II IICnOJIL30BaHlle ,!l;aHHLIX 6113Hec-nOKa3aTeJIeH - ,ll;JIH Ha6JI1O,ll;eHHH aa :3cpcpeKTHBHoCTblO rrpe,ll;OCTaBJIeHHH YCJIYr BaJKHO 3HaTb, KaKHe YCJIyrH 3arrpaIIIHBalOTCH xepea CHCTeMY caMoo6cJIYJKHBaHHH, KaK qaCTO H C KaKOH LleJIbIO;

• ofiecnexenae nponeccoa nO,!l;,!l;ep1KKJI - BaJKHO, qTo6bI HH O,ll;HH H3 cymecraysonrax rrpOLleCCOB J13MeHeHHH H PeJIH30B He 6bIJI nporrymen HJIH rrpnanaa He,ll;eHCTBHTeJIbHbIM;

• JIerKOCTL B IICnOJIL30BaBJIII II xaxecmerraoe conepacarme - JII06aH CHCTeMa, KOTopaH aeynofiaa B HCrrOJIb30BaHHH HJIH B KOTOPOH OTCYTCTByeT xa-recrseaaoe conepacaane, nepecraner :3KcrrJIYaTHpOBaTbCH. 3TO nporraonner rrOTOMY, "ITO, eCJIH 3aKa3qHKH He CMorYT rrOJIY'iHTb HYJKHYIO HHcpopMaLlIDO nprr Heo6xo,ll;HMOCTH, B CJIe,ZJ;ylOm;HH paa, xorna y HJ1X rrOHBHTCH npofinesra, OHH 6y.z:IYT ofipama'rsca aarrpasryro; B XY,ll;IIIeM cary-rae rpyrrrra TeXHH"leCKOH rrOMep1KKH OKa1KeTCH B cHTyaLlHH, xorna eH aeofixoztasro rrOMep1KJ1BaTb erne O,ll;HO rrpHJI01KeHHe - CHCTeMY caMoo6cJIY2Kl1BaHHH;

• KOMMyBJIKaD;JIJI- 3aKa3"1J1KaM Heo6xo,ll;HMO 3HaTb, KaKHe KaHaJIbI ,ll;JIH caMoo6cJIY1KJ1BaHHH ,ll;OcryrrHbI, a TaK1Ke HX LleHHOCTb H OTBeTCTBeHHOCTb, B03HJ1KalOm;yIO rrpn HX HCrrOJIb30BaHHH.

•••••••• 11.

CJIY2K6a SERVICE DESK

Bcerna HaMp;yTcH 3aKa3'B1KJ1 J1JIJ1 IIoJIh30BaTeJIJ1, xoropsre ~aroTcH B JIWlHOM KOHcYJIhTa:O;J1J1 J1JIJ1 npocro npezmo-rararor rrOrOBOpJ1Th co crre:o;uaJIJ1CTOM CJIy2K6hI rro,zr.n;ep2KKJ1 HarrpHMYID. Ba2KHo rrpenocraarrrs nsrfiop, KaK ofimarr.ca co cJIY2K6oM nonnepaoor. BBOP;H MeTOp;J1KJ1 caMoo6cJIY2KJ1BaHJ1H B Tpap;J1IJ;J1oHHYIO MOp;eJIh rrpep;OCTaBJIeHJ1H ycnyr; KOMrraHJ1J1 p;06aBJIHroT :o;eHHOCTh, noasnnaror rrpOP;YKTJ1BHOCTh J1 YMeHhIlIaroT rpynosarparr,r, rrapaJIJIeJIhHO noasnnaa ypoaeas o6cJIY2KJ1BaHJ1H 3aKa3qJ1KOB.

4.3.9

Ha LITO H8AO 06pantTb BHMMaHMe npM BHeApeHMM

Bnezrpemre HOBhIX TeXHOJIOrJ1M J1 nozmepacraarourax nponeccos M02KeT rrpJ1BeCTJ1 K xpymrsna J13MeHeHJ1HM. IIpJ1 3TOM JIerKO Hep;OO:o;eHJ1Th Tpe6yeMhrM 06'heM pa60T. Ilepcoaa,n CJIy2K6hI nonnepacxa, IIoJIh30BaTeJIJ1 J1 3aKa3'IJ1KJ1 P;OJI2KHhI 6yp;yT rrpJ1HHTh HOBhrM nopaztox pa60ThI. Ba2KHo OC03HaBaTh, 'ITO PYKOBOp;CTBO urpaeT KJIIOqeByro POJIh B J136e2KaHJ1J1 OIlIJ16KJ1 «6hICTpOrO peIlIeHJ1H», KOTOpaH B03HJ1KaeT, xorna BHep;pHIOTCH aoasre 6J13HeC-Cpep;CTBa J1 nponeccsr, rrOBhIIIIaeTCH OTBeTCTBeHHOCTh, a rrOTOM OT scero aroro OTKa3hIBaroTcH npa nepnsrx 2Ke TPYP;HOCTHX.

Korna BBOP;J1TCH HOBaH TeXHOJIOrJ1H J1JIJ1 nponecc, eCJIJ1 ofiecnexexsr 06'hHCHeHJ1H J1 OCBep;OMJIeHHOCTh 0 npencrcanresr J13MeHeHJ1J1, Torp;a HOBhrM nozrxozt rrOJIY'IaeT rro,zr.n;ep2KKY na rrepBOM arane. TeM He MeHee, rrOCJIe BBep;eHJ1H B03HJ1KaeT :o;eJIhIM pan CJI02KHOCTeM - p;JIJ1TeJIhHOe BpeMH o6yqeHJ1H, He3HaKOMhrM nopazrox pa60ThI, B03M02KHO, napaanensnoe BhIIIOJIHeHJ1e O,ll;J1HaKOBhIX p;eMCTBJ1M J1JIJ1 ztpyrrre rrp06JIeMhI, CBH3aHHhle C BBep;eHJ1eM HOBIlIeCTB. Ilepsona-ransnsm 3cpcpeKT OT aroro - OC03HaHJ1e Toro, 'ITO nperoaynrecraa He MoryT 6hITh peaJIJ130BaHhI 6hICTPO; 06hI'IHO rrpOJ1CXOP;J1T HeraTJ1BHaH peaxnna aa TO, 'ITO pacrynnre sarparr,r J1 p;OrrOJIHJ1TeJIhHaH sarpysxa nepcoaana npeasnnaer norryaaesrsre nperoryutecraa. YMeHhIlIeHJ1e 3HaqJ1MOCTJ1 rrpeJ1MYm;eCTB ncxope BJIeqeT norepro 3HTY3J1a3Ma.

Korna OCBep;OMJIeHHOCTh 0 TeXHOJIOrJ1J1 J1 rrponecce HaqJ1HaeT rrpJ1HOCJ1Th BJ1,lI;J1Mhle rrperoayrnecraa, Torp;a 3HTY3J1a3M B03paCTaeT. Ba2KHo, qTo6hI PYKOBOP;CTBO OCTaBaJIOCh JIOHJIhHhIM K HaqaTOMY J1 rrOOm;pHJIO nepcoaan npozro.nacarr, pa60TY, HeCMOTpH aa CHJ12KeHJ1e 3HTY3J1a3Ma. 3TO p;BJ12KeHJ1e nnepen J1306pa2KeHO na PJ1c)'HKe 4.10 .

.. 3H1)'3Ha3M

..

.. ..

...

PMCYHOK 4.10 - )/(M3HeHHbIMI..lMKfl «6blcrporo peweHMR»

VlCm01tnU1C CBOO npmCmU1teC1CUX pe1CoMenoau,uu Bpumancxozo uncmumuma cmanotipmoe (BS!)

1111 ••••

IIO,n:,n:EP)KKA YCJTyr

4.3.10 AYTcopcMHr CnY>K6bl Service Desk

PeIIleHJ1e 06 ayTcOpCJ1HI'e C.rry2K6bI Service Desk .n;OJI2KHO 6bITb TIIJ;aTeJIbHO rrponysrano; HeJIb3H paCCMaTpJ1BaTb CJIY2K6y Service Desk rrpocro KaK aax.namrsre pacxozrsr OpraHJ13a~J1J1. C.rry2K6a Service Desk - e.n;J1HCTBeHHoe 3BeHo, 06eCrreqJ1BalOIIJ;ee rrocryn K ypOBHlO 06CJIY2KJ1BaHJ1H J1 rrpo¢eCCJ10HaJIbHbIM ycrryrara, npeztnaraevrsna BceH OpraHJ13a~J1eH J1 rro.n;pa3.n;eJIeHJ1eM. 3HaHJ1H oc06eHHocTeH rro.n;.n;ep2KKJ1 BaIIlJ1X 3aKa3qJ1KOB - nerrasre 6J13HeC-aKTJ1BbI, xoropt-re He c.nenyer J1CKJIlOqaTb, eCJIJ1 aa TO HeT onpene.nenasrx yxa3aHJ1H CO CTOPOHbI 6J13Heca.

BOT aa qTO nazto 06paTJ1Tb BHJ1MaHJ1e npn aYTcOpCJ1Hre CJIY2K6bI Service Desk:

• HaCTaJ1BaHTe aa TOM, qT06bI rrOCTaBIIJ;J1K aYTCOpCJ1HrOBbIX ycrryr J1CrrOJIb30BaJI eauiu cpezrcraa CJIY1K6bI Service Desk, He Ha060pOT; qaCTO BHYTpeHHJ1H rrepcoaa.n CJIY2K6bI rro.n;.n;ep2KKJ1 BOBJIeqeH B rrpouecc nonnepanor, J1 BbI He 3aXOTJ1Te rrOBTopHO rrpoaomerr, ero 06yqeHJ1e Ka2K,!l;bIH paa, xorzta BbI MeHHeTe rrOCTaBIIJ;J1Ka;

• HaCTaJ1BaHTe aa rrOJIyqeHJ1J1 BaMJ1 rrOJIHOrO noeryna/ananenaa J1CTOQHJ1KOM yrrpaBJIeHQeCKOH J1H¢OpMa~J1J1;

• yfieznrrecs B TOM, QTO rrOCTaBIIJ;J1K cnocofiea 06eCrreQJ1Tb .n;ocTaTOQHO KOMrreTeHTHYlO J1 KBaJIJ1¢J1~pOBaHHYlO 3aMeHY nepcoaa.na B ccpepe YrrpaBJIeHJ1H YCJIyraMJ1 na BpeMH rrpa3.n;HJ1KOB J1JIJ1 rrpn 60JIe3HJ1 OCHOBHbIX COTpy.n;HJ1KOB;

• 06H3aTeJIbHO 3arrpOCJ1Te rro.n;p06HOCTJ1 J1 J1H¢OpMa~J1lO 0 npezrsrnyrnera onsrre pa60TbI acero rrpennaraevroro ayrcopceposr rrepconana;

• rrOCTOHHHO CJIe.n;J1Te sa Bblro.n;oH, KOTOPYlO BbI rrOJIYQaeTe BMeCTO 3aTpaQeHHbIX .n;eHer J1 aa .n;oCTJ12KeHJ1eM pe3YJIbTaTOB J1 rrpeJ1MYIIJ;eCTB .n;JIH 6J13HeCa;

• pery.napno nponepafrre creneas aanrez 3aBJ1CJ1MOCTJ1 OT rrOCTaBIIJ;J1Ka - .n;06J1BaHTeCb roro, QT06bI ace npouenypsr, ¢YHK~J1J1 J1 npoueccsr 6bIJIJ1 QeTKO .n;OKYMeHTJ1pOBaHbI, rrocryrrasr J1 rrOCTOHHHO 06HOBJIHJIJ1Cb;

• yfieznrrecr, B TOM, QTO YCJIOBJ1H ztoronopa, pe3YJIbTaTbI J1 .n;eHTeJIbHOCTb, KOTOPYlO BbI OrrJIaQJ1BaeTe, QeTKO rrOHHTbI J1 QTO .n;OCTJ1rHYTO B3aJ1MHOe CorJIaCJ1e CTOPOH;

• J1IIJ;J1Te rrOMOIIJ;J1 rrpo¢eCCJ10HaJIOB J1JIJ1 crre~J1aJIJ1CTOB rrpn 06CY2K,!l;eHJ1J1 YCJIOBMH rrorcaopa C rrOCTaBIIJ;J1KoM.

napTHepCTBO C nOCTaBLUVIKOM

BbI noxyrraere KOMrrJIeKCHOe peureune J1 XOTJ1Te, QT06bI Balli rrOCTaBIIJ;J1K TaK1Ke 6bIJI J1 6J13HeC-rrapTHepOM. Hcrrorn.aynre onsrr rrOCTaBIIJ;J1Ka .n;JIH rrOMOIIJ;J1 BaM BO BHe.n;peHJ1J1 KaKOrO-JIJ160 npoexra rro YJIyqrueHJ1lO yc.nyr, IIpJ13HaK XOPOlliJ1X 6J13HeCB3aJ1MOOTHOIIleHJ1H Me1K.n;y BaMJ1 J1 OpraHJ13a~J1eH-rrOCTaBIIJ;J1KOM - 3TO xorzta CJI02KHO OTJIJ1QJ1Tb nepcoaa,n, HaHHTbIH rro ztoroaopy, OT c06CTBeHHbIX COTpy.n;HJ1KOB, 3aHHTbIX rrOJIHbrn pa60QJ1H ztens, B n.nane J1X JIOHJIbHOCTJ1 J1 rrOHJ1MaHJ1H Hy2K,!l; 3aKa3QJ1Ka.

IIpo¢eCCJ10HaJIbHbIH rrOCTaBIIJ;J1K 6y.n;eT CTpeMJ1TbCH K .n;OJIrOCpOQHbIM OTHOIIleHJ1HM J1 npozmenmo KOHTpaKTOB, rrpeztnaraa .n;orrOJIHJ1TeJIbHYlO Mo.n;epHJ13a~J11O npoztyxra, 06YQeHJ1e J1 KOHcyJIbTa~J1J1. 3aQaCTYlO rroxyrrxa cpeztcra - He casraa CJI02KHaH QaCTb nponecca; CTOJ1MOCTb nporpasoaaoro 06eCrreQeHJ1H J1 zrpyrnx cpeztcrn 06bflHO

••••

CJIY1K6a SERVICE DESK

COCTaBJIHeT MeHhllIYIO =racrr, OT 06r.u;HX aarpar na npoexr rro BHe,ll,peHHIO. He CTOHT aeztooneanaart. sarparr.r aa ofiyaeane nanrero nepcona.na H H3MeHeHHe npoueztyp ,ll,JIH rrOJIY"'leHHH MaKCHMaJIhHhIX nperoeyurecra OT HOBhIX cpezrcrn; TaK1Ke HeJIh3H nenooneansarr, paaxrepsr CTOHMOCTH pacnnrpeana H ,ll,OrrOJIHHTeJIhHhIX JIHu;eH3Hi1: ITO na 3aKa3"'lHKOB HJIH opraHH3aU;HH, nprranexaerasre ,ll,"T[H OKa3aHHH yc.nyr nozutepaocn.

06R3aHHOCH1 Cny>t<6bl Service Desk, ee CPYHKl...Il-1l-1, YPOBHl-1 Ka.apoBoro o6eCne4eHl-1R l-1 npo-r,

ijenb CnY>K6bl Service Desk:

• ITpe,ll,OCTaBJIHTh eznrayro TO"'lKY KOHTaKTa ,ll,JIH 3aKa.3"'lHKOB;

• CIloco6cTBOBa.Th BOCCTaHOBJIeHHIO HOpMaJIhHOrO CPYIiKIJ;J10HHpOBaHHJI yCJIyr C MHHHMaJIhHhIM BJIHHHHeM na 3aKa3"'lHKOB B pasrxax orOBOpeH.HhIX ypoBHei1: 06CJIY2KJ1BaHHHH npxoprereroa. 6H3Heca.

POJIh H 06H3aHHOCTH CJIY1K6hI Service Desk 3aBHCHT OT CyTH 6H3Heca opraHH3aU;HH H OT HMeIOr.u;ei1:cH HHcppacTpYKTYPhI nozmepacxn. ,n:JIH 60JIhllIHHCTBa oprannaarnor OCHOBHaH POJIh CJIY1K6hI Service Desk - aeneane aanrrceii H ynpaaneane 1KH3HeHHhIM U;HKJIOM ncex J1HU;H,ll,eHTOB, BJIHHIOr.u;HX aa yCJIyrH, rrpenocrannaexn.re 3aKa3"'lHKaIVI H ocyntecranaerasre B paxrxax 6H3Hec-rrpou;ecca.

J1HU;H,ll,eHThI, xoropt.re He MoryT 6hITh 6hICTPO paspeurensr CJIY1K6oi1: Service Desk, ,ll,OJI1KHhI 6hITh nepezransr rpyrmasr nonnepacxn BTOPOi1: JIHHHH HJIY! rpyrmasr nozutepacxn BHellIHHX rrOCTaBr.u;HKOB ,ll,JIH ,ll,aJIhHei1:11Iei1: ,ll,HarHOCTHKH H paapeureana. ECJIH OHH OCTaIOTCH aepaepenreanstsra rrOCJIe CPOKOB, YKa3aHHhIX B COrJIallIeHHH SLA, OHH MoryT 6hITh OTHeceHhI K nponeccy YrrpaBJIeHHH rrp06JIeMaMH. POJIh CJIY1K6hI Service Desk B 3TOM npouecce - nozmepxcaaarr, KOHTaKT C 3aKa3"'lHKaMH H pexoreeazroaa'rs KaKOe-JIH60 06XO,ll,HOe peurenxe, xo ropoe M01KeT noxrotrs HM rrpO,ll,OJI1KHTh pafiory.

By,ll,y"'lH e,ll,HHoi1: TO"'lKOi1: KOHTaKTa, Ba1KHO, "'lTo6hI CJIY1K6a Service Desk rrpe,ll,OCTaBJIHJIa 3aKa3"'lHKY, KaK MHHHMyM, HHcpopMaU;HIO 0 craryce zrocrynaocrn YCJIYr H craryce BhIIIOJIHHeMhlX aanpocoa, BKJIIO"'laH H,ll,eHTHcpHKaU;HoHHhli1: HOMep J1HU;H,ll,eHTa ,ll,JIH HCrrOJIh30BaHHH rrprr ,ll,aJIhHei1:11Iei1: KOMMYHHKaU;HH. J1HcpopMaU;HH 0 craryce M01KeT BKJIIO"'laTh:

• nnaanpyerasre CpOKH BhIIIOJIHeHHH sanpoca;

• ira xaxoe BpeMH orrpene.neno nepereenieaxe o6opY,ll,OBaHHH HJIH HHCTaJIJIHU;HH;

• xorzta n.namrpyerca BhIXO,ll, aosoro PeJIJ13a;

• rrpHHHT JIH sanpoc na YJIY"'lllIeHHe yCJIyrH;

• xorzta M01KHO no.ny-nrrs ,ll,OrrOJIHHTeJIhHYIO HHcpopMaU;HIO rro aanpocy;

• 6Y,ll,YT JIH xorarrsrorepnsre CHCTeMhI ztocrynnsr BO BpeMH BhIXO,ll,HhIX.

••••••••••

IIO,lJ;,lJ;EPLKKA YCJIYr

4.4.1

Cl>YHKLlMM CnY>K6bl Service Desk

<pymru;~m: C.JIY]K6hI Service Desk BKJlIQ'IaroT:

• o6pa6oTKY o6paru;eHJ1M, lIepBWiHJlO CBR3h C 3aKa3'1HKaMJ1:;

• 3a:IDICh M OTCJIe~aHMe J1HU;M,IJ;eHTOB M }I<:aJIo6;

• MHcpopMMpoBaHMe 3aKa3'1HKOB 0 craryce sarrpocoa M 0 xone MX BhIDOJIHeHMR;

• lIepBOHa'laJIhHJlO oneaxy sarrpocos, lIOIIhITKY MX paspenreaaa MJIM 1Ke rrepeaarrpaanenne MX lIO,!l;XO,!l;Rru;eMY ClIeU;MaJIMCTY, aa OCHOBaHMM COrJIaCOBaHHhIX ypoaaea 06CJIY1KMBaHMR;

• rrponenypsr MOHMTOpMHra M <lCKaJIaU;MM, COrJIaCHO OIIMCaHHhIM B COrJIallIeHMRX SLA;

• ynpaaneaae }KM3HeHHhIM u;HKJIOM sarrpoca, BKJIIQ'IaR 3aKphITMe M BepMcpHKaD;Mro;

• OlIOBeru;eHJ1e 3aKa3'IHKOB 0 lIJIa:HMpyeMhIX M KpaTKOCpO'lHhIX M3MeHeHJ1RX B YPOBHRX o6cJIY}KMBaHJ1R;

• KoOpwmaU;MIQ rpyIIII BTOPOM JIMHJ1M lIOMep}KKM M rpyIIII lIoMep1KKM BHellIHMX lIOCTaBru;MKOB;

• npeztocraanearre yrrpaanerr-recxoa MHcpopMaD;MM M peKOMeH,ll;an;MM lIO

YJIY'lllIeHJ1ro 06C~aHJ1R;

• M,!l;eHTMcpMKan;llQ IIpo6JIeM;

• BhIRBJIeHMe HJ1K,!l; 3aKa3'1MKa B TPeHMHraX M o6yqeHMM;

• 3aKphITMe J1HU;M,!l;eHTOB M nozrrsepacneaae 3aKphITMR y 3aKa3'1HKa;

• yxacrae B M,!l;eHTMcpHKan;MM IIpo6JIeM.

4.4.2 KaKMe 3anpocbl cneAyeT peracrpapceare

Ka:>K,!l;hrM J1HD;M,!l;eHT MJIM BOlIPOC (a TaK1Ke M 3alIpochI aa J13MeHeHMe), 3aRBJIeHHhrM 3aKa3'1MKOM, ero MCTOPMR M npe,!l;OCTaBJIeHHOe penreane ,!l;OJDKHhI perMCTpMpOBaThCR BHe 3aBMCMMOCTM OT roro, CKOJIhKO BpeMeHM 3aHRJIO ero penreane - O,!l;HY MMHJTY MJIM O,!l;MH MeCRU;. <paKTWieCKM aarpaxenaoe BpeMR He RBJIReTCR MepOM Ba:~KHOCTM M He OTPa}KaeT crenens BJIMRHJ1R na 6M3Hec. Hanpxxep:

• COTPY,!l;HMK C 60JIhIDMM OIIhITOM pa60ThI B CBoeM 06JIaCTM csror paspaoorars «O,!l;HOMHHYTHoe penrenne». Be3 MHcpopMaU;MM 0 TOM, KaKMe marx 6hIJIM C,!l;eJIaHhI MM ,!l;JIR aHaJIM3a IIpo6JIeMhI M HaXO:>K,!l;eHMR penreaaa, ,!l;pyroM COTpy,!l;HJ1K MO}KeT lIOTpaTMTh HeCKOJIhKO ,!l;HeM ,!l;JIR paapenreana roro }Ke casroro sonpoca.

• ECJIM 3aKa3'1HK He y,!l;OBJIeTBOpeH npe,!l;OCTaBJIReMOM YCJIYrOM M }KaJIYeTCR aa «CJIMllIKOM 60JIhllIOe KOJIWieCTBO lIpo6JIeM B Te'leHMe <lTOM He,!l;eJIM», TO <lTO YTBep}K,!l;eHJ1e ,!l;OJI}KHO 6hITh npoaepeao B yserasrx sanacax C.JIY]K6hI Service Desk. ECJIM <lTOrO He czrenarr., TO ztonepae K CJIY1K6e Service Desk MO}KeT 6hITh 3Ha'lMTeJIhHO nozropsaao.

• TaK1Ke 6Y,!l;eT TPY,!l;HO npe,!l;OCTaBMTI, 06'hRCHeHMR, eCJIM 3aKa3'1HK ofipaniaerca sa MHcpopMan;MeM 0 craryce aanpoca, KOTopaR He 6hIJIa

••••••••••

CJIY2K6a SERVICE DESK

sanacana; TeM caMhIM rrozrpsraaerca ztoaepne K CJIY2K~e Service Desk J1 YMeHbrnaeTC.H aaaxeaae CPYHKU;J1J1 aroro nozrpaane.neaaa.

Ka2K,ll;brn KOHTaKT C 3aKa3qJ1KOM rrpeztocraanaer u;eHHYID J1HcpopMau;mo ,n;JI.H Tom, qTo6bI rrOH.HTb Tpe6oBaHJ1.H 3aKa3qJ1Ka.

4.4.3

nOI1HOMO'-tMR CI1Y>K6bl Service Desk

Ba2KHo, qTo6bI CJIY2K6a Service Desk 6bIJIa aazieneaa ,n;OCTaTOqHbIMJ1 rrOJIHOMOqJ1.HMJ1 rrepe,n; BTOPOM JIJ1HJ1eM nonnepaoca J1 nepezt BHernHJ1MJ1 rrOCTaBm;J1KaMJ1. 3TO aeofixoznrsro ,n;JI.H rrpJ1Be,n;eHJ1.H B J1CrrOJIHeHJ1e yponnen o6cJIY2KHBaHJ1.H, COrJIaCOBaHHbIX C 3aKa3qJ1KOM. TaK2Ke Heo6xo,n;J1MO, qTo6bI BTOpa.H JIJ1lill.H nonnepaocr qeTKO rrOHJ1MaJIa, KaKJ1e COrJIaCOBaHHble YPOBHJ1 o6cJIY2KJ1BaHJ1.H (SLAlOLA) eM Tpe6YeTc.H rro,n;,n;ep2KJ1BaTb.

PyKoBO,ll;J1TeJI.HM BTOPOM JIJ1HJ1J1 rro,n;,n;ep2KKJ1 HY2KHo J1MeTb B BJ1,lI;y, 'ITO eCJIJ1 J1X COTPY,n;HJ1KJ1 6y,n;yT BbIIlOJIH.HTb TOJIbKO pafiory, naanaxaesryro CJIY2K60M Service Desk, 3TO He ncerzta 6y,n;eT rrpaKTJ1'IHO, rrOCKOJIbKY KpOMe 3TJ1X saztas OHJ1 erne MorYT BbIIlOJIH.HTb pa60TY J1 rro ,zu>yrJ1M rrpoexrara. B 3TJ1X cxryannax peKOMeH,n;yeTC.H, qTo6bI nepcoaan BTOpOM JIJ1HJ1J1 nonaepaoca, B 3aBJ1CJ1MOCTJ1 OT roro, KaKJ1e YCJIYrJ1 rpefiyrorca, BbIIlOJIH.HJI 3a,n;aqJ1 CJIY2K6bI Service Desk rrOCMeHHO. ,ZJ;a2Ke eCJIJ1 rpyrma COCTOJ1T J13 zrsyx qeJIOBeK, 3TO 3HaqJ1T, 'ITO, noxa O,n;J1H J13 HJ1X nonnepaoraaer pafiory CJIY2K6bI Service Desk, BTOPOM M02KeT, He OTBJIeKa.HCb, cocpenoro-nrrsca na pafiore rro ,n;pyrJ1M npoexrasr.

li1crrOJIb3Y.H TaKOM MeTo,n; pa60TbI, CJIY2K6a Service Desk M02KeT rrpenocraanars PYKoBO,ll;J1TeJI.HM BTOpOM JIJ1HJ1J1 rro,n;,n;ep2KKJ1 J1HcpopMau;mo 0 sarpysxe nepcoaana, 'ITO rrOM02KeT B cpopMHpOBalillJ1 06lD;J1X Tpe60BaHHH K nepconany J1 qeTKO orrpezienm-s, KaKa.H pafiora npozrensraaerca,

4.4.4

YnpaBl1eHMe 3CKal1a~MeM

CKOPOCTb OTBeTa Ha TellecpoHHble 3BOHK~

Bo MHOrJ1X cJIY'la.HX, opranxaanaa cTapaIOTC.H orae=rarr, na renecponasre 3BOHKJ1 3aKa3qJ1KOB B rrpeztenax orrpeneneaaoro KOJIJ1'IeCTBa ryzncoa (aarrpasrep, 3-10). 3TO penreane BaM neooxozneao rrpJ1H.HTb B 3aBJ1CJ1MOCTJ1 OT J1MeIOlD;J1XC.H y aac pecypcon. B JII060M crryxae 02KJ1,n;aeMa.H CKOPOCTb OTBeTa ,n;OJI2KHa 6bITb C006m;eHa 3aKa3qJ1KaM J1 IIoJIb30BaTeJI.HM. li1crrOJIb30Balille TeXHOJIOrHH casrooficnyacraaaaa J1 aBTOMaTJ1'IeCKOM perJ1CTpaD;J1J1 3aKa3qJ1KOB OKa2KeT 3HaqJ1TeJIbHYID nosroun, B OCBo602K,n;eHJ1J1 TeJIecpOHHbIX JIJ1HJ1H J1 Ka,zu>OBbIX pecypcon ,n;JI.H roro, qTo6bI narrpaan'rs J1X na o6pa6oTKY KPJ1TJ1'IHbIX li1HD;J1,ll;eHTOB.

TeM He MeHee, y,n;o6cTBO CBH3H ,n;JIH 3aKa3'1J1KOB HrpaeT KJIIO'IeBYIO pom, B «i>opMHpoBaHHH BOCnpHHTHH BaIIIHX ycnyr, IIo3ToMY O'leHL Ba1KHO onpenemrn, npaBHJILHLIH 6aJIaHC ,n;JIH ynpaBJIeHHH MHeHHeM 3aKa3'IHKOB.

8peMA paarosopa no renediosy

BpeM.H, ncrpaxeaaoe na paapenreane li1HD;J1,ll;eHTa 3aKa3qJ1Ka rro TeJIecpOHY, 3aBJ1CJ1T OT J1MeIOlD;J1XC.H Ka,zu>OBbIX pecypcos J1 YPOBH.H J1X HaBbIKOB. Heofixozneaa Tm;aTeJIbHa.H oueaxa, qTo6bI orrpenemrrs, xorzia nepeztars li1HD;J1,n;eHT na BTOPyro JIJ1HJ1IO rro,n;,n;ep2KKJ1 J1JIJ1 B ,zu>yrOM OT,n;eJI. Heooxozrasro, qTo6bI OCHOBHOM TeJIeCPOHHbrn HOMep (J1JIJ1

111111111111

IIO.n:.n:EPLKKA YCJIyr

HeCKOJIhKO HOMepOB) 6hIJI MaKCl1MaJIhHO pasrpyasea, OC06eHHO B c.ny-tae xpynnsrx OTKa30B, xorna B03paCTaeT KOJIl1qeCTBO 06paru;eHI1M 3aKa3ql1KOB.

ECJlYf Y BaC HeT pa3Bl1TOM TeJIeq,OHHOM Cl1CTeMhI, KOTOpaH YIHq,0pMl1pyeT 0 3BOHKaX B pe2Kl1Me 02Kl1,n;aHl1H, pexoraenzryerca YCTaHOBl1Th MaKCl1MaJIhHOe BpeMH pasroaopa ,n;JIH CrreIIl1aJIl1CToB C.JIY2K6hI Service Desk (nanpnraep, 1-2 Ml1HYThI). 3TO rrOM02KeT caoenperaemro 06pa6aThIBaTh Ji1HIIl1):\eHThI 3aKa3T{l1KOB, TeM caMhIM coxpanax l1X ynepennoc'rr, B q,yHKl~l10Hl1pOBaHl1l1 CJIY2K6hI Service Desk.

Ynpaaneuae CP04HblMI!1 3anpOCaMI!1 3aKa341!1KOS

B l1,n;eaJIe SLA onpene.naior Hy)K):lhI 6H3Heca. Ho xorna 3aKa3ql1Kl1 ofipamarorca C cepr.eanojr rrp06JIeMOM, OHl1 ofiecnoxoensr TOoTlhKO MaKCl1MaJIhHO 6hICTPhIM paaperuennere Cl1TyaIIl1l1. B03M02KHO, 3aKa3'l:l1KY rpefiyerca CPOqHO ornpasrrrs Ba2KHhIM ,n;oKyMeHT, l1JIl1 ero M02KeT )K):IaTh ero c06cTBeHHhIM 3aKa3T{l1K. B TaKoM MOMeHT rpefiyerca paccyzrarezrsnoc'rs l1 rrOHl1MaHl1e. Ba2KHO, qT06hI Ka2K,n;aH KOHKpeTHaH Cl1TyaIIl1H 3aKa3T{l1Ka 6hIJIa paccMoTpeHa l1 HarrpaBJIeHa cooTBeTcTBYIOru;eMY CrreIIl1aJIl1CTY, rrOCKOJIhKY l1MeHHO 3TO 6y,n;eT onpezre.narr, BOCrrpl1HTl1e 3aKa3Ql1KOM BaIUl1X yc.nyn

ECJIl1 3aKa3Ql1K rpefiyer ):\eMCTBl1M, xoropsre BhIXO):\HT aa cdiepy KOHTPOJIH CJIY2K6hI Service Desk, nepcoaa,n CJIY2K6hI Service Desk ,n;OJl)KeH Be2KJIl1BO nanpamrn, ero K Menezrxcepy yc.nyr,

Ynpasneaae C60AMI!1 S o6cnY>KI!1SaHI!1I!1

.n:a2Ke npn HaMJIYQrneM orrepamronaori nozmepacxe 6Y.r:IYT B03HMKaTh C60M: KaKOM-JIM60 Ji1HIIl1,n;eHT rpefiyer CPOQHhIX ,n;eMCTBl1M, a ncpconan He na MeCTe, l1JIl1 HeT B HaJIl1Ql1l1 aanacnsrx QaCTeM, l1JIl1 BhI He cnocofinst nposecrn ):\l1arHOCTl1KY rrp06JIeMhI. B 3TOM crry-rae Ba2KHO ycrrenrao cnpasrrrsca co c60eM B 06CJIY2Kl1BaHl1M, nponezta 3CKaJIaIIMIO Ji1HIIl1,n;eHTa KOMaH,n;e YrrpaBJIeHl1R rrp06JIeMaMl1, eCJIl1 3TO He06xo,n;l1MO.

TaK2Ke ziorrycxaerca onpezrenrrrs TaK Ha3bIBaeMhIM «cOrJIaCOBaHHbIM C60M B 06CJIY2Kl1BaHl1l1», xorrra 3aKa3Ql1K l1Hq,opMl1pyeTcH 0 TOM, QTO cyurecrayer BepOHTHOCTh C60H, l1 OH COrJIaCeH, QTO TaKaH cMTyaIIMH rrpMeMJIeMa. TIPl1 ynpaanenror corJIaCOBaHHbIM c60eM B 06CJIY2Kl1BaHl1l1 narro 06paTl1Th ocofioe BHl1MaHl1e na:

• MHq,OpMl1pOBaHl1e 3aKa3T{MKa aapanee, l1 06'bHCHeHMe rrprr=rrrm.r B03M02KHOrO aapynzenna;

• MHq,OpMl1pOBaHl1e Menenxcepa yc.nyr (rry-nne 060 BceM C006ru;l1Tb aaparree);

• COrJIaCOBaHl1e n.nana ,n;eMcTBMM l1 C06JIIO,n;eHMe aroro n.nana;

• ,n;OKYMeHTMpOBaHl1e C06hITl1R C YKa3aHl1eM npn-nrasr napynrenna ypOBHH 06CJIY2Kl1BaHl1H, eCJIM Ji1HIIl1,n;eHT ero napynncn, He06xo,n;l1MO ):\oKYMeHTl1pOBaTh 3TO C06hITMe M YKa3aTh rrpl1QMHY raxoro napymenna.

Ynpaaneaae C60AMI!1 S o6cnY>KI!1SaHI!1I!1, Sbl3saHHblMI!1 3aKa341!1KOM

Hacro CJIYQaeTCR, QTO C60M B 06C.JIY2Kl1BaHl1M rrpOl1CXO):\l1T l13-3a roro, QTO caM 3aKa3Ql1K nenocrynea l!;JIH BhIHCHeHMR ,n;orrOJIHl1TeJIhHOM l1Hq,opMaIIMM 06 l13BeCTHOM Ji1HIIl1,n;eHTe, l1JIM rro nprr-nrae OTCYTCTBl1H CBH3l1 C Oq,MCOM, rzre OH Haxo,n;MTCH.

••••••••

CJIY2K6a SERVICE DESK

B 3TOM crry=rae B 3arrHCH nano "'IeTKO YKa3aTh, "'ITO pafiora He M02KeT 6hITh rrpono.nacena H3-3a CJI02KHBIllei1:cH crrryarraa H xaxoe KOJIH"'IeCTBO q>eiKTH"'IeCKOrO BpeMeHH, zronyrneaaoro COrJIaIlleHHeM SLA, 6hIJIO rrOTepHHO.

3am1Cb CBeAeHItIVI 0 cooe B o6cnY>KItIBaHItIItI

3arrHCh CBe,n;eHHi1: 0 cfioe B 06CJIY2KHBaHHH ocofienno Ba2KHa ,n;JIH rrOHHMaHHH, HaCKOJIhKO rrpaKTH"'IHhI CYIIIeCTBYlOIIIHe SLA. ECJIH B xozte CPYHKD;HOHHpOBaHHH J1TopraHH3aD;HH rrOCTOHHHO HX napymaer HJIH, aaofiopor, rrOCTOHHHO npeasrmaer rrOCTaBJIeHHhIe D;eJIH, O"'IeBH,n;HO, "'ITO ,n;OJI2KHhI 6hITh nepecsrorpensr SLA H onpezte.neasr paazte.m.r, xo'ropsre rrpaaoztar K OTKJIOHeHHHM.

TaK2Ke He MeHee Ba2KHO OT"'IHThIBaThCH 0 COrJIaCOBaHHhIX C60HX B 06CJIY2KHBaHHH H C60HX B 06CJIY2KHBaHHH, BhI3BaHHhIX 3aKa3"'IHKOM. C TO"'IKH 3peHHH 6H3Heca, SLA JIH60 BhIrrOJIHeHhI, JIH60 HeT.

4.4.5

YpOBHM KaAPOBOrO o6ecne~eHMR CnY>K6bl Service Desk

Onpezremm, KOJIH"'IeCTBO COTPy,n;HHKOB, xo'ropsre ,n;OJI2KHhI patiorarr, rrOJIHhIi1: pa60"'IHi1: zrem., O"'IeHh CJI02KHO 6e3 "'IeTKOrO nporaoaa crrpoca na YCJIyrH. KOJIH"'IecTBO 3a,n;ei1:cTBoBaHHoro nepconana B CJIY2K6e Service Desk 3aBHCHT OT HY2K,!l; 6H3Heca H OCHOBaHO na parte Ba2KHhIX naparaerpoa, BKJIlO"'IaH:

• HMelOIIIHi1:cHlTpe6yeMhIi1: 61O,!l;2KeT;

• 02KH,n;aHHH 3aKa3"'IHKOB rro 06CJIY2KHBaHHlO;

• paavrep, OTHOCHTeJIhHhIi1: B03pacT, n.nan H CJI02KHOCTh J1T-HHcppacTpYKTYPhI H KaTaJIOra yc.nyr - nanpnraep, KOJIH"'IeCTBO OT,n;eJIhHhIX J1HD;H,n;eHToB anrraparrroro H nporpasoraoro ofiecne-renna, COOTHOIlleHHe ncnonsayeworo saxaanoro H crannap'raoro ITO, H r.zt.):

• KOJIH"'IeCTBO rrOMep2KHBaeMhIX 3aKa3"'IHKOB H corrYTcTByIOIIIHe cpaKTophI, TaKHe KaK:

KOJIH"'IeCTBO 3aKa3"'IHKOB, paaroaapaaaronmx aa nnocrpanasrx H3hIKax

yponem, HX HaBhIKOB THrrhI J1HD;H,n;eHToB

BpeMH, 'rpefiyeraoe ,n;JIH pa3JIH"'IHhIX THrrOB o6paIIIeHHi1: (aanprrvrep, npocron sanpoc, sanpocr.r rro CrreD;HaJIhHhIM rrpHJI02KeHHHM, armapa-mosry ofiecneneamo, H T.,n;.)

Tpe60BaHHH K axcneprrrae caoero HJIH anenraero nepconana;

• KOJIH"'IeCTBO J1HD;H,n;eHToB;

• Tpe60BaHHH K nepnony OKa3aHHR ycrryr norutepaocn, BKJIlO"'IaH: "'IaChI pa60ThI

nozmepaoca BHe pa60"'IHX "'IaCOB

=racoaojr rrOHC

MeCTOrrOJI02KeHHe

BpeMH rrepesaentenna Me2K,!l;y ocpHcaMH

,n;OCTyrrHOCTh nepcona.na;

••••••••••

IIOMEPLKKA YCJIYI'

• BpeMeHHOM rpadiax sarpyaxn nepcoaana rro 06pa60TKe 3arrpOCOB (aarrpasrep, e)KeAHeBHO, e)KeMeCWlHO, M T.~.);

• orrpeneneana, yxaaaansre B COrJIaIIIemffiX 06 yponae 06cJIY)fOmaHMH (narrpmrep, YPOBHM pearnpoaaaaa, M T.~.);

• Tpe6yeMhIM TJ1II peaKU;MM: rro TeJIe<poHy

rro email/rpaxcy/ro.nocoaoa no-rre/aaneo

nocememre

C rrOMOID;hIO oHJIaMH-~ocTyIIa/KoHTpOJIH;

• Tpe6yeMhIM ypcaeas 06y-qeHMH:

• zrocryrrasre TeXHOJIOrMM ~JIH rrOMepJKKM (aarrpmaep, renecpoaasre CMCTeMhI, cpeztcrsa CJIY)K6hI Service Desk);

• cyID;ecTBYIOID;MM ypoaens HaBhIKOB nepcoaana;

• MCrrOJIh3yeMhIe nponeccsr M nponenypsr.

Bee 3TM rryHKThI ~OJI)KHhI 6hITh TID;aTeJIhHO paccxrorpeasr nepen TeM, KaK rrpMHHTh peIIIeHMe 06 ypoane xaztponoro ofiecneseaaa. 3TM rryHKThI TaKJKe ~OJI)KHhI HaMTM caoe oTPa)KeHMe B rpefiyesrsrx YPOBHRX ~oKyMeHTaD;MM. IIoMHMTe 0 TOM, 'ITO 'leM BhIIIIe Ka'leCTBO YCJIYrM, TeM 60JIhIIIe OHa 6y~eT MCrrOJIh30BaHa B 6M3Hece.

4.4.6

TeKYLfeCTb nepcoaana

Tpa~MD;MOHHO, aa nepsoti JIMHMM rrOMeplKKM 3aKa3'lMKOB CyID;eCTByeT BhICOKaH TeKy-qeCTh nepconana. 3TO He06xo~MO rrpMHHTh BO BHMMaHMe rrpn aHaJIM3e He06xo~IX pecypcos M TPe60BaHMM K 06y-qeHMIO aoaoro nepcoaana, 'lT06hI ofiecrre=nrrr, MX rrpO~TMBHYIO pafiory,

«Cynepnonsaoaarene»

"llT06hI crrpaairrsca C HeKOTOphIMM OrpaHM'leHMHMM rro 06eCrre'leHMIO rrepCOHaJIOM, aexoropsre opraHM3aU;MM MCrrOJIh3YIOT 3aKa3'lMKOB-«3KcrrepTOB» ~JIH Toro, 'lT06hI paapeura-rs IIp06JIeMhI M aarrpocsr, ofipafia-rsraaerasre nepaoji JIMHMeM rrOMepJKKM ('laCTO MX Ha3hIBaIOT CyrreprrOJIh30BaTeJIM, MJIM KBaJIM<pMD;MpOBaHHhIe IIoJIh30BaTeJIM). TaKOM nozrxon TMIIM'leH ~JIH OT~eJIhHhIX rrpMJIO)KeHMM MJIM reorpaqnrxecxa y~aJIeHHhIX O<pMCOB, rzte HeBhIrO}J;HO conepzsa'rs nepconan CJIY)K6hI rrOMepJKKM na rrOJIHhrM pa60'lMM zteas. B 3TOM cny=rae IIoJIh30BaTeJIh MO)KeT CTaTh u;eHHhIM pecypcosz, eCJIM 3TOT pecypc xoopznrarrpyerca CJIe~ID;MM 06pa30M:

• 'leTKO orrpeztenensr MX pOJIM M 06H3aHHOCTM;

• 'leTKO onpezteneasr rrponezrypsr 3CKaJIaD;MM;

• orrpeztezreasr M MCrrOJIh3YIOTCH CTaH~apTHhIe nporteccsr rrpe~OCTaBJIeHMH rrOMepJKKM;

• ace sarrpocsr <pMKCnpYIOTCH M rrOMep)KJ1BaIOTCH, B M~eaJIe, B rJIaBHOM CMCTeMe rrOMepJKKM.

Bce sarrpocsr BBO~HTCH B rJIaBHYIO CMCTeMY CJIY)K6b1 Service Desk, M PYKOBO~CTBO rrO~a3~eJIeHMH MO)KeT rroJIY'lMTh neaasre naaasre 06 MCrrOJIh30BaHMM pecypcoa, 3TO

••••••••••• 11

CJIY2K6a SERVICE DESK

aeooxomoro ,n;JI.H Toro, 'ITo6hI cocpenoro-rarr, pafiory nepcoaa.na aa axryarrsnsrx sana-tax J1 rrpezto'rspa'rare Hepa~OHaJIhHOe J1CnOJIh30BaHJ1e pecypcos.

4.4.7

MOHMTopMHr YPOBHR aarPY3KM nepeoaana

li1CXO,n;.H J13 BhIIIIecKa3aHHoro, O'IeBJ1,ll;HO, 'ITO Heo6xo,D;J1MO ,n;eTaJIhHOe J13Y'leHJ1e YPOBH.H 3arpy3KJ1 nepCOHaJIa ,n;JI.H TOrO, 'IT06hI onpe,n;eJIJ1Th Tpe6yeMhrH ypOBeHh Ka,n;pOBOrO 06eCne'IeHJ1.H, Heo6xo~hIe HaBhIKJ1 J1 On;eHJ1Th ,n;OnOJIHJ1TeJIhHhIe sarpa'rsr. TaKOH aHaJIJ13 ,n;OJI2KeH BKJIID'IaTh:

• orrpenenenae KOJIJ1'ieCTBa 3anpOCOB, KOTOpOe o6pa6aThIBaeTC.H CJIY2K6hI Service Desk, BKJIID'Ia.H sanpocsr, xoropsre nepenarorca Hanp.HMYIO rpYIIIIaM no,n;,n;ep2KKJ1 BTOPOH JIJ1HJ1J1;

• onpenenenae TJ1nOB aarrpocos, aa xoropsre nepCOHaJI TpaTl1T 3Ha'IJ1TeJIhHYID 'IaCTh BpeMeHJ1, aarrproaep:

oTKa3hIo6opy,n;oBaHJ1.H

rrpofinesrsr C 6J13Hec-npJ1JIo2KeHJ1.HMJ1

TeJIeKOMMYHJ1Kan;J1J1

sanpocsr 3aKa3'IJ1KOB J1HCTaJIJI.HD;J1J1/Mo,n;epHJ13an;J1.H;

• orrpezteneane TJ1ll0B aanpocon, xoropsre BhInOJIH.HIDTC.H ,n;OJIhIIIe scero J13-3a KOHTaKTa J1 ofiparaoa CB.H3J1 C 3aKa3'IJ1KaMJ1 CJIe,n;yroID;J1MJ1 rpYIIIIaMJ1:

nepaaa JIJ1HJ1.H no,n;,n;ep2KKJ1

BHYTPeHHJ1e rpyrmsr BTOPOH JIJ1HJ1J1 nonnepaoor

rpynrrsr nonaepsoor BHeIIIHJ1X nOCTaBID;J1KOB

• orrpenenenae 3aKa3'IJ1KOB, xoropsre Tpe6yroT 60JIhIIIe no,n;,n;ep2KKJ1, J1 B KaKJ1X 06JIaCT.HX - 3Ta J1H<l>opMa~.H M02KeT 6hITh J1cnOJIh30BaHa ,n;JI.H no,n;rOTOBKJ1 nporpaMM o6Y'leHJ1.H nepcoaana 3aKa3'IJ1Ka, CJIY2K6hI Service Desk J1 rrepcoaana CJIY2K6hI nozurepaocr.

4.4.8

AHanM3 M onpOCbl 0 CTeneHM YAoBneTBopeHHoCTM 3aKa3"1MKOB

BhIpaBHJ1BaHJ1e BOCnpJ1.HTJ1.H 3aKa3'IJ1Ka J1 ero y,n;oBJIeTBOpeHHOCTJ1 - KJIID'IeBOH <l>aKTop ycnexa JIID60H CJIY2K6hI no,n;,n;ep2KKJ1. B KOHe'IHOM C'IeTe, J1MeHHO BOCnpJ1.HTJ1e 3aKa3'IJ1KOB, a He CTaTJ1CTJ1Ka no ,n;OCTynHOCTJ1 J1JIJ1 CKOPOCTh TPaH3aKD;J1H, orrpeztenaer TO, HaCKOJIhKO CJIY2K6a Service Desk y,n;oBJIeTBOp.HeT J1X HY2K,D;aM. Onpoc 0 CTeneHJ1 y,n;oBJIeTBOpeHHOCTJ1 - OTJIJ1'IHhrH MeTO,n; MOHJ1TOpl1Hra BOCnpJ1.HTJ1.H J1 o2KJ1,D;aHJ1i1: 3aKa3'lJ1KOB, KOTOPhrH M02KeT J1CnOJIh30BaThC.H KaK MOID;HhrH MapKeTl1HrOBhrH J1HcTPYMeHT. QTo6hI ofiecne-nrrr, ycnex onpoca, Heo6xo,n;J1Mo yxec'rs CJIe,n;yroID;J1e KJIID'IeBhIe MOMeHThI:

• onpe,n;eJIJ1Th paMKJ1 onpoca;

• orrpenerrrers nenesyro ayznrroparo;

• 'IeTKO onpezterncrs BOnpOChI;

• cztenars aaxery y,n;06HOH ,n;JI.H 3anOJIHeHJ1.H;

• npOBO,D;J1Th OnpOChI peryaapao;

•••••• 1111

IIO,LI;,LI;EP)KKA YCJIYr

• y6e,lV1TbCH B TOM, 'ITO 3aKa3'IJ1KJ1 rrOHJ1Ma10T rrpeasrynrecraa;

• rry6JIJ1KOBaTb pe3YJIbTaTbI;

• rrpOBO,n;J1Tb Heo6xo,n;J1MbIe ,n;eMCTBJ1H rro pe3YJIbTaTaM orrpoca;

• COCTaBJ1Tb KOHKpeTHbIM nnaa ,n;eMCTBJ1J1: rro pe3YJIbTaTaM orrpoca.

Haerora npoaezteana OrrpOCOB CBH3aHa C OC06eHHOCTHMJ1 6J13HeCa J1 3aBJ1CJ1T OT CKOPOCTJ1 rrepexrerr B nanreji opraHJ13an;J1J1 J1 OT zrpyrnx cpaKTOpOB, BJIJ1HlO:W;J1X na 6J13HeC. ,LI;JIH e2Ke,n;HeBHOrO Ha6JIlO,n;eHJ1H aa y,n;OBJIeTBOpeHHOCTblO 3aKa3'IJ1Ka cnezryer J1CrrOJIb30BaTb nanr nponecc 3aKpbITJ1H 3arrpOCOB, C rrOMO:W;blO KOTOpOrO M02KHO Orrpe,n;eJIHTb y,n;OBJIeTBOpeHHOCTb 3aKa3'IJ1Ka pa60TOM orrpe,n;eJIeHHbIX rrpJ1JI02KeHJ1M J1JIJ1 ycnyr, ,LI;JIH YCKOpeHJ1H cfiopa Heo6xo,n;J1MbIX ,n;aHHbIX J1 ,n;JIH YMeHbIlleHJ1H pecypcoa, rpetiyem.rx ,n;JIH o6pa6oTKJ1 ,n;aHHbIX orrpoca, cnezryer paCCMOTpeTb rrponertenne OrrpOCOB C J1CrrOJIb30BaHJ1eM J1T-TeXHOJIOrJ1M.

Ba2KHo 'IeTKO onpenernrrr, n;eJIeBYlO ay,n;J1TOpJ1lO ,n;JIH .mofioro orrpoca J1 O'IepTJ1Tb xpyr BOrrpOCOB. Hanprorep, BOrrpOCbI, KOTOpbIe 3a,n;alOTCH 6aHKOBCKOMY CJIY2Ka:w;eMY rro nonony cTa6J1JIbHOCTJ1 rrpe,n;OCTaBJIHeMOM YCJIyrJ1, 6y,n;yT OTJIJ1"9'aTbCH OT BOrrpOCOB, a,n;peCOBaHHbIX ero Ha'IaJIbCTBY. C rr03J1IJ;J1J1 6aHKOBCKoro CJIY2Ka:w;ero, npmrrep 6bIJI He,n;ocTyrreH «HeCKOJIbKO paa» B Te'IeHJ1e MeCHn;a, rorna KaK ero Ha'IaJIbHJ1K ofiecrroxoen TOJIbKO TeM, 'ITO B KOHn;e MeCHn;a OH He Mor CBoeBpeMeHHO rro,n;rOTOBJ1Tb C'IeTa 3aKa3'IJ1KOB, 'ITO rrpJ1BeJIO K cpJ1HaHCOBbIM rrorepasr.

4.4.9

KOMnneKTOBaHMe nepcoaana CnY>K6bl Service Desk .QnR He60nbwMx nO.Qpa3,QeneHMM

,LI;JIH He6oJIbIllJ1X nozrpasnenernoi Heo6xo,n;J1MOCTb conepzcarr, COTpy,n;HJ1KOB CJIY2K6bI rrOMep2KKJ1, pa6oTalO:W;J1X na rrOJIHYlO CTaBKY, rrpe,n;CTaBJIHeTCH COMHJ1TeJIbHoM. TeM He MeHee, J1MeTb n;eHTpaJIbHYlO TO'IKY KOHTaKTa C 3aKa3'IJ1KaMJ1 Heo6xo,n;J1MO. Merozrsr oprarraaanarr n;eHTpaJIJ130BaHHoro nozrxozra BKJIlO'IalOT:

• e,n;J1HbIM TeJIecpOHHbIM HOMep, nocryrnrsrjr ,n;JIH .nrofioro COTpy,n;HJ1Ka - nanproaep, ACD-cJ1cTeMa (CJ1CTeMa aBTOMaTJ1'IeCKOrO pacrrpenenenna 3BOHKOB);

• rrOCMeHHaH pafiora, J1CXO,n;H J13 e2Ke,n;HeBHorO/He,n;eJIbHOrO paCrrJ1CaHJ1H;

• J1HBeCTJ1IJ;J1J1 B TeXHOJIOrJ1J1 caMoo6cJIy2KJ1BaHJ1H;

• ,n;OCKa 06'bHBJIeHJ1MiJ1HcpopMaIJ;J1H B pe2KJ1Me OHJIaMH.

4.4.10 OCBe.QOMneHHocTb nepcoaana BTOPOM nMHMM nO.Q.Qep>KKM

Hacro oneparraoaaaa rtormepacxa ,n;eHTeJIbHOCTJ1 CJIY2K6bI Service Desk BbIDOJIHHeTCH TOJIbKO rrepCOHaJIOM rrepBoM JIJ1HJ1J1 rro,n;,n;ep2KKJ1, 6e3 BOBJIe'IeHJ1H pa3pa6oT'IJ1KOB J1 ztpyrrrx rpyrm.

PeKOMeH,n;yeTcH BOBJIe'IeHJ1e nepcona.na BTOPOM JIJ1HJ1J1 rrOMep2KKJ1 B CJIy2K6y Service Desk na rrOJIHbrn pa60'IJ1M ,n;eHb J1JIJ1 rrOCMeHHO. 06bl"9'HO 3TO rpyrrrrsr, xoropsre rrpe,n;OCTaBJIHlOT onepanaonnyro ,n;oKYMeHTarzyflO, npoaozrar J13MeHeHJ1H J1 TpeHJ1HrJ1 rro HOBblM CJ1CTeMaM. Y'IaCTJ1e rrepcoaa.na BTOPOM JIJ1HJ1J1 rrOMep2KKJ1 B pafiore CJIY2K6bI Service Desk - XOPOIDJ1M crroco6 ,n;JIH Toro, 'ITo6bI:

CJIyJK6a SERVICE DESK

• y.nyxnnrrr, rronaraaarre BaJKHOCTl1 6113Hec-HYJKp; 3aKa3:'ll1KoB 11 11X Tpe60BaHl1M;

• ofiecne-nrrr, B3al1MorrOHl1MaHl1e co crreIJ;l1aJIl1CTaMl1 rrepnoii JIl1Hl1l1 nozmepxoor, CBep;H K Ml1Hl1MYMy npornaonocraanenae «aac 11 Hac»;

• 06MeHl1BaThcH 3HaHl1HMl1 B caoen 06JIaCTl1 C p;pyrl1Ml1 COTpyp;Hl1KaMl1 CJIyJKBhI Service Desk;

• onpezremrrs TeXHl1"'IeCKl1e l1JIl1 nponeziypnsre sonpocsr, OTHOCHru;l1eCH K l1X crpepe p;eHTeJIhHOCTl1, xoropsre B p;pyrl1x cJIY"'IaHx OCTaJIl1Ch 6hI He3aMe"'IeHHhIMl1 11 MOrJIl1 6hI BJIl1HTh na 3<p<peKTl1BHoCTh l1X p;eMcTBl1M.

Y"'IaCTl1e BTOpOM JIl1Hl1l1 B CJIyJK6e Service Desk - nepnsni nrar K <pOpMl1poBaHl1IO rpynrrsr 06CJIyJKl1BaHl1H, no-nacroanresey opaearnpoaaaaon na 6113Hec. B "'IaCTHOCTl1, 3TOT nonxozi ocofienno pexosreazryerca BO BpeMH BBep;eHl1H B 3KcrrJIyaTaIJ;l1IO HOBOM ycrryrn, rrOCKOJIhKY nepasre Hep;eJIl1 aaenpeana MoryT 6hITh Ha1160JIee CJIOJKHhIMl1.

TaKJKe pexoraeaztye'rca, "'IT06hI nepconarr CJIyJK6hI Service Desk l1MeJI B03MOJKHOCTh patiorarr, aanparayro C 3aKa3"'Il1KaMl1. KOHe"'IHhIM pe3YJIhTaT TaKoro norrxozia - yJIY"'IIlll1Th nonrrraanne Hy)K,!l; 3aKa3"'Il1Ka. BOJIee roro, B3al1MHhle COrJIaIIIeHl1H, rro KOTOPhIM nepconan CJIYJK6hI Service Desk (na BTOphIX POJIHX) pafioraer COBMeCTHO C pa3pa60T"'Il1KaMl1, KOMaHp;aMl1 noztztepxcxrr 11 npoercrar-rsor KOMaHp;aMl1, MoryT rrpmrecrn 3Ha"'Il1TeJIhHhle rrpenrayrnecraa.

4.4.11 OnpeAel1eHHe norpeeaocrea 3aKa3'-1HKOB B o6Y'-leHHH

Ha OCHOBe p;aHHhIX MOHl1Topl1Hra ypOBHH 3arpY3Kl1 nepconana (KaK onncano B rraparpa<l>e 4.4.7) MOJKHO orrpezre.mrrs norpefiaocrr, B 06Y"'IeHl1l1 3aKa3"'Il1KOB, IIoJIh30BaTeJIeM 11 nepconana nozutepzsxn. 3<p<peKTl1BHo BhIIIOJIHHH Tpe60BaHl1H 3aKa3"'Il1KOB 11 IIoJIh30BaTeJIeM B 06y-qeHl1l1 MOJKHO YMeHhIlll1Th rrOTOK 06paru;eHl1M 11 sanpocos 0 noxtoma, a TaKJKe YBeJIl1"'Il1Th rrpop;YKTl1BHOCTh pa60ThI rrepconarra CJIYJK6hI rronnepzsxrr 11 caxrax IIoJIh30BaTeJIeM.

4.4.12 YMeHbweHHe nOTOKa o6pa~eHHH

OpraH113aIJ;1111 MoryT l1CrrOJIh30BaTh apryxrerrr «YMeHhIlleHl1e rrOTOKa 06paru;eHl1M» KaK nparaoe 6113Hec-rrpel1Myru;ecTBo BBep;eHl1H CJIY1K6hI Service Desk. Ho, aecsrorpa aa TO, "'ITO rrOTOK ofipanreaaa MOJKeT rrepBOHa"'IaJIhHO YMeHhIIIl1ThCJI cpasy rrOCJIe BBep;eHl1H CJIYJK6hI Service Desk 113-3a YJIytIIlleHl1H 06cnYJKl1BaHl1H, rr03JKe rrOTOK 06paru;eHl1M Ha"'IHeT pacrn. 3TOT 3<p<peKT B03HJ1KaeT 6JIarOp;apH pocry yaepemrocrrr 3aKa3"'IJ1KOB 11 npnaener K TOMy, "'ITO 3aKa3"'Il1Kl1 Ha"'IHyT l1CrrOJIh30BaTh CJIJ)K6y Service Desk He TOJIhKO P;JIH co06ru;eHl1M 06 lifHIJ(11)J;eHTax, HO TaKJKe P;JIH rrOJIY"'IeHl1H COBeTOB, peKOMeHp;aIJ;l1M 11 npo-ren rrozmepzsxn. 3a 3TJ1M IJ;l1KJIOM He06xop;l1MO Tru;aTeJIhHO 11 rrOCTOHHHO Ha6JIIOp;aTh.

4.4.13 Cnoco6bl onpeAel1eHHA 3arpy3KH nepcoaana

Korna l1p;eT pe=n, 06 orrpezrerremcr 3arpY3Kl1 nepconarra rro nozurepacse 3aKa3"'Il1KOB, MHorl1e CJIYJK6hI rrOp;p;epJKKl1 onpezrenaro-r CBOIO 3<p<peKTJ1BHOCTh l1CXOP;H 113 rrpOCTOM 11 06'heKTl1BHOM CTaTl1CTl1Kl1, TaKOM KaK:

• KOJIl1"'IeCTBO 06pa60TaHHhIX lifHIJ;l1p;eHTOB;

• KOJIl1"'IeCTBO 3aKphIThIX lifHIJ;l1p;eHTOB;

••••••••••

IIO,IU1;EP)KKA YCJIYI'

• KOJDf'ieCTBO OTKphIThIX 11HIzyt:~eHTOB B KO~e nepxozta;

• KOJIWfeCTBO I1HI~M,ZI;eHTOB, paspeureansrx B rrpeztenax orrpezteaeaaoro nepnozta.

TeM He MeHee, nepeztosoa orrsrr B KOJIWIeCTBeHHOH onenxe 06'heMOB pa60ThI C.rrpK6hI Service Desk B KaKoH-JIH60 KOHKpeTHhrn nepaozt BKJIlOqaeT orrpeztenemre:

• KOJDf'ieCTBa H THrra 11HIzyt:~eHTOB, 3aHBJIeHHhIX 3aKa3qHKOM;

• KOJDf'ieCTBa 06HapYJKeHHhIX 6H3HeC-rrp06JIeM, Tpe6yroIqHX paspemeaaa, aa OCHOBaHHH COOTHOIlleHHH l1~eHThIl3arrpochI;

• KOJDf'ieCTBa sarrpouremrsrx H 3aIIJIaHHpoBaHHhIX 113MeHeHHH H 113MeHeHHH C Ha3HaqeHHhIMH cpoxasor.

B pasaxax rrponeccos YrrpaBJIeHHH ycnyrasor TaKMe cnocofisr H3MepeHHH 3arpY3KH onpeztenmorca OT~eJIhHO H ynpaBJIHlOTCH KaK OT~eJIhHhIe rrponeccsr.

HaBblKH nepcosana CflY)f(6bl Service Desk

IIOCKOJIhKY cymecrayror paamraasre TmIhI C.rrpK6 Service Desk, xaaoraa 113 KOTOPhIX 06JIa~aeT CBOHMH Tpe60BaHHHMH, ocofieaaoe BHHMaHHe CJIe~eT y~eJIHTh BhI60py rrpaBHJIhHOrO THrra H YPOBHH nepconana.

Ilepcoaa,n CJIYJK6hI Service Desk nepsoa JIHHHH 06hJqHO HcrrhIThIBaeT 60JIhIllee ~aBJIeHMe co CTOPOHhI 3aKa3QHKOB H QaCTO Bhmep2KHBaeT (nrrorna He060cHoBaHHhIe) aarrazaor co CTOPOHhI 3aKa3QHKoB. 3TO MOlKeT 6hITh ~OBOJIhHO nefinaroztapnoji pa60ToH, HO BMeCTe C TeM OHa, BepOHTHO, HaH60JIee CJIOlKHa H HrpaeT casryro Ba2KHyIO POJIh B crpepe I1T. ,!(.rrH MHorHX 3aKa3qJ1KOB HMeHHO CJI02KHBIIIHeCH OTHOIlleHMH co C.rrpK60H Service Desk orrpenezrmor MHeHHe 06 yposae 06CJI)lJKHBaHMH H y~OBJIeTBOpeHHocTh 3aKa3QHKOB pa60ToH I1T-rro~a3~eJIeHHH B qeJIOM. II03ToMy nonfiop rrpaBHJIhHhIX HaBhIKOB nepconana C.rrpK6hI Service Desk BalKeH ~JIH ycrrexa He TOJIhKO C.rrpK6hI Service Desk, HO H ncero I1T-rro~a3~eJIeHHH.

Ilporpam, corpyzraaxa, pafioraioniero B CJIY2K6e Service Desk, orrpeztenaerca B OCHOBHOM KaQeCTBaMH, OrrHCaHHhIMH B IJYHKTe 4.6.1, Pa60QaH cpezta CJIYJK6hI Service Desk. He3aBHCHMO OT roro, 6y~eT JIH B c.rrpK6e paoorars TeXHWIecKHH nepcoaan HJIH HeT, oCHoBHoH KOMIIOHeHT ycrreumoro BHe~eHMH - HaBhIKH Me2KJI~OCTHhIX OTHOIlleHHH. 3TH HaBhIKM He MOryT 6hITh nonyneasr rrpOCThIM QTeHHeM KHHr; OHM rpeoyror BhICOKoro YPOBHH 06yqeHHH 11 BOBJIeQeHHOCTH. HaBhIKH Me2KJIWfHOCTHhIX OTHOIlleHHH He06xo~HMhI ~H nepcoaana C.rrpK6hI Service Desk, rrOCKOJIhKY Ka~rn KOHTaKT C 3aKa3~oM - 3TO rrOTeHIzyt:aJIhHaH B03M02KHOCTh y~IIIHTh socrrpaarae 3aKa3QHKOM pa60ThI I1T-rro~a3~eJIeHHH.

••••••••••

CJIY1K6a SERVICE DESK

Ilposepsre, CKOJIbKO Te~ecKHX crreU;J1aJIJ1CTOB 06JIa~a1OT cooraercreysonnoaa HaBbIKaMJ1 J1 06pa30BaHJ1eM ~JI.H yrrpaBJIeHJ1.H B3aJ1MOOTHOIIIeHJ1.HMJ1 C 3aKa3"'iJ1KaMJ1 B aanrera rrO~a3~eJIeHJ1J1 J1JIJ1 OpraHJ13aU;J1J1.

IIo~a3~eJIeHJ1.H, oraexaronrae sa rrOMep1KKY "'iaCTO nyraror TaKJ1e rrOH.HTJ1.H, KaK «6blcTpoe peIIIeHJ1e» J1 xoponree 06cJIY1KHBaHJ1e. B aexcropsrx cJIY"'l:a.HX, :3TJ1 rrOH.HTJ1.H, KOHe"'iHO, COBrra~aIOT. 3aKa3"'iJ1K 1KeJIaeT rrOJIY"'l:J1Tb peIIIeHJ1e J1JIJ1 OTBeT, HO 3HaeT, "'iTO :3TO He scerna ocyrn;eCTBJ1MO. Ba1KHo BbI3BaTb y 3aKa3"'iJ1KOB J1 IIoJIb30BaTeJIeH YBepeHHOCTb B TOM, "'iTO cpasy rrOCJIe co06rn;eHJ1.H 06 I1Hu;~eHTe J1M rrpo<peCCJ10HaJIbHO 3aHMyTC.H. ECJIJ1 :3TOH YBepeHHOCTJ1 HeT, TO OHJ1, cxopee acero, 6Y~T 3BOHJ1Tb CBoeMY JIlO6J1MOMY crreU;J1aJIJ1cry CJIY1K6bI TeXHJ1"'l:eCKOH rrOMep1KKJ1 B 06xo~ CJIY1K6bI Service Desk. B nexoropsrx cJIY"'l:a.HX, 0HJ1 MoryT rrpOCTO rrOJIHOCTblO rrpexparars 06parn;eHJ1.H B cJIY1K6y YfT.

4.5.1 OCHOBHble Tpe60BaHMR 3aKa31.fMKOB

OCHOBHble Tpe60BaHJ1.H 3aKa3"'iJ1KOB, rrpezrr.aanaesrsre K CJIY1K6e Service Desk:

• rrpenocraanars e~J1HYlO TO"'iKY KOHTaKTa;

• C006rn;aTb 06 yposae 06CJIY1KHBaHJ1.H J1 BpeMeHJ1 ero rrpe~OCTaBJIeHJ1.H;

• J1H<popMHpOBaTb 3aKa3"'l:J1Ka 0 rrpJ1CBaJ1BaeMbIX rrpJ10pJ1TeTaX 3arrpOCOB;

• ztaaars onemcy xozta BbIIIOJIHeHJ1.H 3arrpOCOB 3aKa3"'iHKY;

• 06eCrre"'iJ1BaTb YBepeHHOCTb, "'iTO 3a.HBKJ1 He 6Y~T rrorepansr J1JIJ1 rrpOJ1THopHpOBaHbI.

4.5.2 K03~~M~MeHTbl pa3peweHMR 3anpOCOB

KaK yrrOMJ1HaJIOCb paaee, KOJIJ1"l{eCTBO 3arrpOCOB, xoropsre 06pa6aTbIBalOTC.H Harrp.HMYJO CJIY1K60H Service Desk, 3aBJ1CJ1T OT MH01KeCTBa <paKTopOB. Orrpenenenae o~aeMbIX KO:3<p<pJ1I.I;J1eHToB pa3peIIIeHJ1.H sanpocoa B03M01KH0 TOJIbKO B cnyxaax cTa6J1JIbHOH cpensr B orrpeneneaasrx crpepax pa60TbI CJIY1K6bI Service Desk. Harrpaxep, HeJIb3.H yraepaorars, "'iTO CJIY1K6a Service Desk rinaaapyer pa3peIIIJ1Tb 85% scex sanpocoa, HO M01KHO yraepzazta'rs, "'iTO CJIY1K6a Service Desk IIJIaHHpyeT pa3peIIIJ1Tb 85% ncex craanaprasrx aanpocos rro 06pa60TKe ~oKYMeHToB.

3TJ1 YTBep~eHJ1.H ~eMoHcTpHpyroT BaJKHOCTb "'ieTKOrO rrOHJ1MaHJ1.H YPOBH.H 3arpy3KJ1 CJIY1K6bI Service Desk J1 rex 06JIaCTeif:, xoropsre YfT M01KeT :3<p<peKTJ1BHO rrOMep1KJ1BaTb. QT06bI yraepzaztara, "'iTO M01KHO ~06J1TbC.H KO:3<p<pJ1I.I;J1eHTa pa3peIIIeHJ1.H 3arrpOCOB B 85%, He06xo~J1MO ofiecnexsm, cocraercrayronree 06y-qeHJ1e nepcoaana ~JI.H ~OCTJ11KeHJ1.H raxoro YPOBH.H. ECJIJ1 KJIlO"'ieBa.H pOJIb CJIY1K6bI Service Desk - rrOMep1KKa KpyrrHoro 6J13HeC-rrpJ1JI01KeHJ1.H, Tor~a u;eJIeC006pa3Ho rrpoBeCTJ1 60JIee rJIY60Koe 06y-qeHJ1e nepcoaana B :3TOH 06JIaCTJ1 J1 rrO~OTOBJ1Tb ~OrrOJIHJ1TeJIbHbrn MaTepJ1aJI, TaKoH KaK KOHTpOJIbHble Ta6J1J1I.1;bI J1 J1H<p0pMau;J1lO 06 Yf3BecTHbIX oIIIJ16Kax.

YCTaHOBKa pa6oLje~ CpeAbl CIlY)f(6bl Service Desk

IIocJIe roro, KaK BbI rrpJ1H.HJIJ1 peIIIeHJ1e 06 OpraHJ13aU;J1J1 CJIY1K6bI Service Desk, He06xo~J1M0 rro~aTb 0 cpene, B KOTOPOH 6y~eT patiorars nepcoaan CJIY1K6bI Service Desk. Ilpocro 06eCrre"'l:J1Tb CTOJIbI J1 renerpoasr He~OCTaTO"'iHO.

.111.111111111

IIO,lJ)l;EPLKKA YCJIYf

ECJU1 3aKa3qHKH nocernaror Barn uenrp rrO,Zl;,Zl;epJKKH, C03,Zl;aHHe HMH,Zl;JKa - BaJKHhIH ¢aKTOp B ¢OpMHpOBaHHH BocrrpHHTHH ypOBHH 06CJIYJKHBaHHH 3aKa3qHKOM, rrOKa3hIBaIOIll,HH, HaCKOJIhKO cepseaao BhI OTHOCHTeCh K rrpe,Zl;OCTaBJIeHHIO YCJIYr. Mnorne opraHH3a:O;HH HCrrOJIh3YIOT CBOIO CJIYJK6y Service Desk KaK ,Zl;eMOHcTpa:O;HoHHhIH 3aJI ,Zl;JIH noxasa 3aKa3qHKaM l1X rrpHBepJKeHHOCTH K npenocraaneamo KaqeCTBeHHhIX YCJIYr. Bo MHorHX c.nyxaax TaKHe opraHH3a:O;HH rrOKa3hIBaIOT 3aKa3qHKaM CBOIO pafiory, ,Zl;e:rvrOHCTpHPYH, 'ITO rrpOHCXO,Zl;HT, xorzta OHH 06paIll,aIOTCH B CJIyJK6y Service Desk.

4.6.1

Pa60l.faR cpena CnY>K6bl Service Desk

Korzta H,Zl;eT rrO,Zl;rOTOBKa K OTKphITHIO CJIYJK6hI Service Desk, ofiparare BHHMaHHe na CJIe,Zl;YIOIll,He peKOMeH,Zl;a:O;HH:

• eCJIH 3TO B03MO)KHO, rrO,Zl;rOTOBhTe noxrenreaae/orpnc B,Zl;aJIH OT OCHOBHoro rrosrememra, rzre pacrro.noaceaa cJIyJK6a TeXHHqeCKOH rrO,Zl;,Zl;epJKKH. B 3TOM noraememor ,Zl;OJIJKHhI 6hITh:

npnarnoe H KOM¢opTHoe MeCTO ,Zl;JIH 06Ill,eHHH 3aKa3qHKOB H nepcoaana CJIYJK6hI Service Desk

rrOHHJKeHHhIH yponerrs nryraa

ye,Zl;HHeHHOCTh;

• HHCTaJIJIHpYHTe 6H6JIHOTeKY co BceH aanreri ,Zl;OKYMeHTa:O;HeH 0 npozryxrax, arrrrapaTHOM H nporpavreraora ofiecne-renan, a TaKJKe CrrpaBOqHhIMH MaTepHaJIaMH, HCrrOJIh3yeMhIMH 3aKa3qHKaMH;

• ofiecne-n.re rrOCTOHHHoe 06HOBJIeHHe KaTaJIOra ycrtyr;

• npoaeznrre HHCTaJIJIH:O;HIO o6opY,Zl;OBaHHH ,Zl;JIH TeJIe¢OHHhIX KOH¢epeH:O;HH H o6opY,Zl;OBaHHH «hands-free»;

• ofiecrre=n.re MeCTO ,Zl;JIH rrpoaenearra rreperonopoa H ,Zl;HCKYCCHH sa KpyrJIhIM CTOJIOM - 3TO rrOMOJKeT H36eJKaTh cHTya:O;HH rrpOTHBorrOCTaBJIeHHH «OHH H

MhI»;

• ofiecne-n.re B03MO)KHOCTh opraHH3a:O;HH rrepepsrsoa aa qaH HJIH xodie;

• C006Ill,HTe 3aKa3qHKaM MeCTOrrOJIOJKeHHe aoaoro rrO,Zl;pa3,Zl;eJIeHHH H BpeMH ero pa60ThI.

IIpH paCCMOTpeHHH ypOBHH 06CJIY)K]l[BaHHH H ¢opMHpyeMoH pa60qeH cpezrsr CJIYJK6hI Service Desk crrpocrrre cefia: «Ec.nu. 6bl R 6'bl.!! 3aJW3'1{U1W.M, xomen 6'bl R, 'l{m06'bl.MeHR mate o6c'!!yJ/Cu8a.!!u?»

4.6.2

OnpeAeneH~e aaurax ycnyr

HeCMOTpH na TO, 'ITO KaTaJIOr ycnyr - -racrs rrpouecca YrrpaBJIeHHH ypOBHeM 06CJIYJKHBaHHH, rrOHHMaHHe ero POJIH JIeJKHT B OCHOBe 3¢¢eKTHBHOH pa60ThI CJIYJK6hI Service Desk. KaTaJIOr ycrryr onpene.naer yCJIyrH, ztocrynasre B aaureri opraHH3a:O;HYI ,Zl;JIH 3aKa3qHKa. OH onpeztertaer COrJIaCOBaHHhle OJKH,Zl;aHHH.

To, 'ITO BhI perrnrre onpezte.nrrrs KaK Y c.nyry B aarrrefi opraHH3a:O;HH - 6H3Hec-perneHHe. BOT aexoropsre rrproaepsr:

• yCJIyrH rro HaqHCJIeHHIO 3apa6oTHOH rurart.r

•••••• 11.11

CJIYJK6a SERVICE DESK

• YCJIYrl1 rro nexarn

• YCJIYrJ1 3JIeKTpOHHoM rrO'ITbI

• yCJIyrJ1 rro ,n;OCTaBKe J1 J1HCTaJIJIRIIJ1J1 ITK.

Tpa,n;J1IIJ10HHO, MT-rro,n;pa3,n;eJIeHJ1R craparorca onpezte.mrn, yCJIyrJ1 aa yponae KOMIIOHeHTOB (aanprorep, cepnep, cerr., J1 T.,n;.). ITp06JIeMa raxoro rrozrxona K orrpezte.nearoo YCJIYrJ1 COCTOJ1T B TOM, 'ITO OH rrpJ1BO,n;J1T K rrYTaHJ1IIe, rrOCKOJIbKY 3TJ1 KOMrrOHeHTbI He J1MeIOT HJ1KaKOrO 3Ha'IeHJ1R ,n;JIR 3aKa3'IJ1KOB. Ha yposne KOMIIOHeHTOB COrJIallIeHJ1e na 06CJIYJKJ1BaHJ1e nozmepacraaerca B3aJ1MHbIMJ1 OrrepaIIJ10HHbIMJ1 COrJIallIeHJ1RMJ1 06 yponae B3aJ1Mo.n;eMCTBJ1R (Operational Level Agreement, J1JIJ1 OLA), xoropsre 3aKJIIO'IaIOTCR C rpyrmasm BTOPOM JIJ1HJ1J1 rrOMepJKKJ1 J1 C BHellIHJ1MJ1 rrOCTaBIIJJ1KaMJ1.

OCHOBHoe rrpeJ1MYIIJeCTBO onpezieneaaa Y cnyr rro rrpJ1JIOJKeHJ1RM rrpn perJ1CTpaIIJ1J1 sanpoca COCTOJ1T B TOM, 'ITO TaKOM nozrxon rr03BOJIReT MrHOBeHHO KJIaCCJ1cpJ1IIJ1pOBaTb, KOMY J1 KaK cnezryer 06pa6aTbIBaTb 3TOT sanpoc. MCrrOJIb3YR ITIL KaK «e,n;J1HbIM R3bIK 06IIJeHJ1R», nepcoaa,a CJIYJK6bI rrOMepJKKJ1 He ,n;OJIJKeH JIOMaTb rOJIOBY aazr TeM, KaK onpeztemrrr, TOT J1JIJ1 J1HOM sanpoc, rrOCKOJIbKY 3TO YJKe 6bIJIO cne.naao sapaaee J1 COrJIaCOBaHO B npene.nax OpraHJ13aIIJ1J1.

4.6.3

Tpe60BaHMA K CnY>K6e Service Desk nepen 3anycKoM penasa

BaJKHo, 'IT06bI nepezt TeM, KaK ycnyra J1JIJ1 rrpoztyxr 6y.n;yT npertnozaeasr 3aKa3'IJ1KY (CM. npnsrep .n;OKYMeHTa 0 PeJIJ13e B ITpJ1JIoJKeHJ1J1 4A), B CJIyJK6e Service Desk 6bIJIJ1 B HaJIJ1'IJ1J1 J1 rrOJIHOCTbIO rrpOTeCTJ1pOBaHbI CJIe,n;YIOIIJJ1e nymcrsr:

• 06HOBJIeHHbIM Kara.nor ycnyr;

• 06HOBJIeHHble rrpOIIeCCbI, nponeztypsr J1 ,n;oKYMeHTaIIJ1R;

• cooTBeTcTBYIOIIJJ1M yposeas rro,n;rOTOBKJ1 nepcoaana CJIYJK6bI Service Desk, BKJIIO'IaR TpeHJ1HrJ1 rro J1CrrOJIb3yeMbIM TeXHOJIOrJ1'IeCKJ1M cpencrsaa rrOMepJKKJ1 (nanpasrep, rrporpasennae cpeztcrna CJIYJK6bI Service Desk, email, J1HCTpYMeHTbI ,n;JIR HaKOrrJIeHJ1R 3HaHJ1M);

• 3aKa3'IJ1KJ1 rrpOJ1HCPOpMJ1pOBaHbI sapanee 0 nponeziypax c006IIJeHJ1R 06 MHIJl1,n;eHTax, CBR3aHHblX C HOB OM YCJIYroM, a TaKJKe 0 rrpeJ1MYIIJeCTBaX, xoropsre .n;aIOT J1M TaKJ1e ,n;eMCTBJ1R;

• COrJIallIeHJ1R 06 ypoaae 06CJIYJKJ1BaHJ1R J1 Onepannoaasre COrJIallIeHJ1R 06 yposae B3aJ1Mo,n;eMCTBJ1R, COrJIaCOBaHHble C PYKOBO,n;CTBOM CJIYJK6bI Service Desk;

• orrpe,n;eJIeHblrrpoIIe.n;ypbI3CKaJIaIIJ1J1;

• TO'IKJ1 KOHTaKTa ,n;JIR 3aKa3'IJ1KOB (nanprocep, CyrreprrOJIb30BaTeJIJ1);

• Tpe6yeMble KOHTpOJIbHble Ta6JIJ1IJbI J1 Ta6JIJ1IJbI C M3BeCTHbIMJ1 ollIJ16KaMJ1;

• rparpnx ,n;ocTyrrHOCTJ1 ycrryr;

• Ta6JIJ1IIbI HaBhIKOB rrepconana CJIYJK6bI rrOMepJKKJ1;

• CBe,n;eHJ1R 0 BHellIHJ1X rrOCTaBIIJJ1KaX ycnyr rrOMepJKKJ1;

• CBe,n;eHJ1R 060 acex J13BeCTHbIX He,n;OCTaTKax ITO J1 M3BeCTHhIX ollIJ16KaX;

• cooTBeTcTBYIOIIJJ1e rroroaopsr C BHellIHJ1MJ1 rrOCTaBIIJJ1KaMJ1 J1 KOHTaKTHaR J1HcpopMaIIJ1R;

••••••••••••

IIO,rmEPLKKA YCJIYI'

• BOBJIeqeHHhle BHeIIIHHe OpraHH3aO;HH ,n;OJDKHbI 6bITb B KYPce BCeX HCnOJIb3yIOIll;HXCfl rrpouezryp H npOo;eCCOB;

• caezteana 0 ztorosopax no nOMepJKKe H ConpOBO:>K,ll;eHHlO C BHeIIIHHMH nOCTaBIll;HKaMH.

Maorrre opraHH3aO;HH HHBeCTHpyIOT 3HaqHTeJIbHble cpHHaHCOBble cpencrsa H pecypcsr B pa3pa60TKY, IIJIaHHpOBaHHe H 06yqeHHe KaKo:i1-JIH60 HOBO:i1 YCJIYre. TeM He MeHee, 0,ll;H0:i1 H3 HaH60JIee 3HaqHTeJIbHbIX COCTaBHbIX qaCTe:i1 YCJIYrH, a HMeHHO nOMepJKKo:i1, qaCTO rrpeaeoperaror H ,n;06aBJIfllOT B caMOM KOHo;e KaK ,n;OBeCOK. 3TO annaerca 0,ll;H0:i1 H3 OCHOBHbIX npH'iHH Hey,n;aq nprr BHe,n;peHHH PeJIH30B (a TaIOKe IIJIOXoro aocnpaaraa 3aKa3qHKaMH HOBbIX YCJIyr). C ,n;pyro:i1 CTOPOHbI, nOJIe3HO HCnOJIb30BaTb BBe,n;eHHe HOBO:i1 YCJIYrH KaK B03M02KHOCTb ,n;JIfl roro, qT06bI «npOH3BeCTH snexarneaae aa 6H3Hec». 3TO TO, 'ITO orrpezteaaer CcpopMHpOBaBIIIYlOCfl H npocpeCCHOHaJIbHyIO pa60TY C.rryJK6bI nOMepJKKH.

PYKOBOACTBononb30BaTenR

XopOIIIee ,n;onOJIHeHHe K sauresry apceaany cpezicra nOMepJKKH - «PYKOBO,n;CTBO nOJIb30BaTeJIfl». OHO ,n;OJDKHO conepacars noaeaasre peKOMeH,n;aO;HH H COBeTbI no peIIIeHHlO IIp06JIeM, CBfl3aHHbIX C OCHOBHbIMH npHJI01KeHHflMH H 060Py,n;OBaHHeM, a TaIOKe ace rrpezraaparensasre nposepxa HJIH HHcpopMall;HlO, KOTOPyIO He06xo,n;HMO coopars nepezr ofipameaaesr B cJIY1K6y (aarrpnaep, orrpenensrrs HMfl YCJIYrH, HOMep axpaaa, KO,n; OIIIH6KH, H T.,n;.). Ba2KHo, qT06bI PYKOBO,n;CTBO 06'bflCHflJIO 3aKa3'iHKY, 'ITO M02KHO O)KJf,ll;aTb OT ero ofipanienaa B C.rryJK6y Service Desk, H 'ITO CJIY<iHTCfl nOCJIe aroro. Ilpeztocrannenae KaqeCTBeHHhIX ycnyr B03M02KH0 TOJIbKO rrpa COBMecTHo:i1 paoore 3aKa3qHKOB H C.rryJK6bI Service Desk.

IIoJIe3Ho ony6JIHKOBaTb H pacnpocrpaaars «PYKOBO,n;CTBO nOJIb30BaTeJIfl» B pescoae OHJIa:HH C nOMOIll;blO HHTepHeT- HJIH HHTpaHeT-TeXHOJIOrHM.

4.6.4

PeKn8M8 M npOA8)1(8 CnY)l(6bl Service Desk

KpOMe 06paTHo:i1 CBfl3H C 3aKa3qHKOM H ynpaaneaxecxoa OTqeTHOCTH, Ba2KHO, qT06bI 3aKa3qHKH sapaaee 6bIJIH B xypce scex H3MeHeHH:i1, xoropsre BJIHfllOT aa J1x 06CJIY)KHBaHHe. ,I:(e:i1cTBHTeJIbHO, BBe,n;eHHe C.rryJK6bI Service Desk rrpezrocraanaer OTJIH'iHyIO B03M02KHOCTb no HCnOJIb30BaHHlO cBfl3e:i1 C ofimecrseaaocrsro ,n;JIfl nOBblIIIeHHlO OCBe,n;OMJIeHHOCTH 3aKa3qHKOB, a TaIOKe ,lI;JIfl roro, qT06bI «rrponara» npexaymecraa, xoropsre zraer 6H3Hecy 3Ta YCJIYra.

«Ilpoztaaca» pe3YJIbTaTOB BaIIIe:i1 pa60TbI HH,lI;HBH,n;yaJIbHbIM IIOJIb30BaTeJIflM H 6H3Hecy He06xo,n;HMa ,n;JIfl ycnexa. CJIHlIIKOM qaCTO 6H3Hec Y3HaeT 0 rrpoacxonamesr TOJIbKO rorna, xorna nocrynaer 1KaJI06a HJIH xorna 'ITO-TO BbIXO,ll;HT H3 crpoa. Ba2KHo rrpeoztonerr, 3TH aerarnansre ane-raroreaaa C nojaomsro n03HTHBHo:i1 HHcpopMaO;HH. BOT noxesry HaCTOJIbKO Ba2KHO nOCTOflHHO ofuna'rsca HJIH «rrponaaars» saura ,n;OCTJf)KeHHfl, ycnexa HJIH 06JIaCTH yJIY<iIIIeHHfl sainesry 3aKa3qHKY TaK 1Ke, KaK H J1T-PYKOBO,n;CTBY.

BOT aa 'ITO aazto 06paTHTb BHHMaHHe rrprr «rrponaxce»:

• ny6JIHKy:HTe HHcpopMall;HlO 06 ycnexax - nOKa)KJfTe 6H3Hecy TO, 'ITO BbI ,n;eJIaeTe npaBHJIbHO;

• xoanearpapyarecs aa 06Ill;HX YJIY<iIIIeHHflx:

H3,n;aBa:i1Te rasery

•••••• 1111

CJIY1K6a SERVICE DESK

rry6JIJ1KyJ:1Te YPOBHJ1 y,n;oBJIeTBOpeHHOCTJ1 3aKa3qJ1KOB;

• rrOKa1KJ1Te 3KOHOMJ1IO finaroztaprr YJIyqIIIeHJ1IO 06CJIY1KJ1BaHJ1.H C nosroursro:

peIIIeHJ1M 0 aaxynxax

YMeHbIIIeHJ1.H sarpar na COrrpoB01K,n;eHJ1e

u;eHHOCTJ1, npezrocraanaexron sa onna-remrsre ,n;eHbrJ1 YJIyqIIIeHJ1.H pearrrpoaanna na sanpocsr 3aKa3qJ1KOB;

• rrozrrepxmrre HarrpaBJIeHJ1.H, B KOTOPbIX IIJIaHJ1pyeTC.H yJIyqIIIeHJ1e, BaIIIJ1 rtnamrpyexrsre ,n;eMCTBJ1.H B 3TJ1X HarrpaBJIeHJ1.HX;

• asrpafiorarrre MapKeTJ1HrOBbIM IIJIaH J1 cnertytire eMY;

• c,n;eJIaMTe CB.H3J1 C ofinrecrnenaocrr.ro qaCTbIO pa60TbI CJIJ)K6bI Service Desk J1 aaana-n.re OTBeTCTBeHHoro cOTpy,n;HJ1Ka.

Kruo-reasie cpaKTopbl ycnexa

Kmo-rensre cpaxropsr ycrrexa ,n;JI.H ycneuraoro BHe,n;peHJ1.H CJIY1K6bI Service Desk BKJIIOqaIOT:

• ooecrre-rrrrr, «fisrcrpsre rrofiezrsr», qTo6bI rroxasarr, rrpereaynrecraa;

• rraxarr, C MaJIOrO, J1 J1CrrOJIb30BaTb noaramrsra noztxozt;

• BOBJIeqb 3aKa3qJ1KOB, ocofienno rex, xoropsre KpJ1TJ1'IeCKJ1 nacrpoensr K

BaIIIJ1M yc.nyraxr;

• 06'b.HCHJ1Tb OTJIJ1'IJ1.H B pafiore, xoropsre 6y,n;YT BJ1,n;HbI 3aKa3qJ1KaM;

• BOBJIeqb BHeIIIHJ1X rrOCTaBru;J1KOB yc.nyr;

• ofiecrre-nrrr, J1HCPOpMJ1pOBaHHocTb scex, KTO BOBJIeqeH B pa60TY CJIY1K6bI Service Desk, J1JIJ1 xoro OHa aarparaaaer; 0 TOM, 'ITO ,n;eJIaeTC.H J1 no=resry - BKJIIOqa.H zrpyrne 06JIaCTJ1 orrepaU;J10HHOM rrOMep1KKJ1 TaKJ1e, KaK TeJIeKoMMYHJ1KaU;J1J1, KOMMYHaJIbHble yCJIyrJ1 J1 zrp.;

• «nponarr» rrpemrynrecraa rrepCOHaJIY CJIY1K6bI nozmepaoor, qTo6bI J136e1KaTb COrrpOTJ1BJIeHJ1.H J13MeHeHJ1.HM - 3TO ocofienao Ba)KHO, rrOCKOJIbKY nepcoaan CJIY1K6bI noztztepxcxn 06bIqHO OCTOP01KHO rrpJ1HJ1MaeT ace HOBoBBe,n;eHJ1.H;

• 06yqJ1Tb rrepCOHaJI J1 PYKOBo,n;J1TeJIeM, qTo6bI OHJ1 rrOMep1KJ1BaJIJ1 «opJ1eHTaU;J1IO na 3aKa3qJ1Ka J1 na rrpeztocraaneane yc.nyr».

4.6.5

Onpezrenenne BaIIIJ1X «6bICTPbIX rro6e,n;» ,n;OJI)KHO 6bITb OCHOBaHO na TOM, 'ITO ,n;eMCTBJ1TeJIbHO Ba)KHO ,n;JI.H BaIIIJ1X 3aKa3qJ1KOB, J1 'ITO o6eCrreqJ1T KpaTKOCpOqHOe YJIyqIIIeHJ1e 06CJIY1KJ1BaHJ1.H J1 YJIyqIIIJ1T BOCrrpJ1.HTJ1e 3aKa3qJ1KoB. Bsrcrpsre rrofiensr Heo6xo,n;J1MbI ,n;JI.H ofiecrrexemra rrOMep1KKJ1 CO CTOPOHbI 3aKa3qJ1Ka J1 6J13HeCa BO BpeM.H HaqaJIbHbIX 3TarrOB JII06oro rrpoexra rro YJIyqIIIeHJ1IO ycnyr,

IIpJ1MepbI B03MO)KHbIX 6bICTPbIX rro6e,n;:

• YJIyqIIIeHJ1e BOCrrpJ1.HTJ1.H 3aKa3qJ1KOB J1 6J13HeCa;

• ofipafiorxa craazraprrrsrx aarrpocon rrpOXO,n;J1T 6bICTpee;

• YJIyqIIIeHJ1e rrpocpeCCJ10HaJIJ13Ma B npoueccax perJ1CTpaU;J1J1 l1HU;J1,n;eHTOB J1 J1X 3aKpbITJ1.H;

••••••

IIO,n)J;EPLKKA YCJIYf

• y.ny-nneaae MHCPOpMMpOBaHHOCTM 3aKa3qMKOB 0 xozte pa60ThI;

• npep;OCTaBJIeHMe 3aKa3qMKaM B03M02KHOCTM CaMOCTORTeJIhHO

perncrpnpoaa-rs M npOCMaTpMBaTh CBOM sarrpocsr;

• ny6JIMKarrMR KaTaJIOra yc.nyr M PyKOBOp;CTBa nOJIh30BaTeJIR;

• yny-nnenae CBR3en C 6M3HeCOM;

• y.ny-nnenae pa60qMX B3aMMOOTHoIlleHYrii: B rrpezte.nax OpraHM3aIIMM;

• YMeHhIlleHMe BpeMeHM na paspernemre MHIIMP;eHTOB;

• YJIyqIlleHMR B ynpaBJIeHqeCKOM OTqeTHOCTM.

06YLleH~e ~ TpeH~Hr~ ,anA nepcosana Cl1Y>K6bl Service Desk

LJ.emt:

• Y JIyqIllUTb 3HaHMH 3aKa3qUKOB M nepCOHaJIa CJIY2K6hI rrOMep2KKM 0 npep;OCTaBJIReMbIX ycnyrax M nopHp;Ke pa60ThI

• Onpep;eJIUTh 06JIaCTM, rp;e Ha6JIIOp;aeTCH HeXBaTKa o6yqeHMH 3aKa3QHKOB M IIoJIh30BaTeJIeM, KOTopaH JIU60 OTpJ1IlaTeJIhHO CKa3hIBaeTCR aa MCnOJIh30BaHID1 ycnyr IIOJIh30BaTeJIHMM, JIM60 C03,n;aeT M3JIUIllHIOIO 3arpY3KY nepCOHaJIa CJIY2K6hI rrOMep2KKM

• CCPOpMMpoBaTh o6pa30BaTeJIhHhIe nporpaMMbI B 06JIaCTHX, rp;e cyrrreCTByeT HeXBaTKa o6yqeHMH, npep;Ha3HaQeHHhIe ,n;JIR 3aKa3~KOB, IIoJIh30BaTeJIeM M nepCOHaJIa Cny2K6hI nOMep2KKM

4.7.1 HaBblKH pa60Tbi C I1IOAbMH

3TOT pasnen nocnantea HaBhIKaM Me2KJIMQHOCTHhIX oTHoIlleHMM, nporpeccaoaansnosry rrprxpamo M JIMQHhIM KaQeCTBaM COTpyp;HMKa, He06xop;MMhIM P;JIR 06rrreHMR C 3aKa3QMKaMM M IIoJIh30BaTeJIRMM P;JIR Toro, QT06hI ycneurao pafiorarr, B CJIY2K6e Service Desk.

Bee, KTO pafioraer B crpepe yc.nyr; rOBopRT 06 yp;OBJIeTBOpeHHocTM 3aKa3QMKOB, cOXpaHeHMM KJIMeHTCKoM 6a3hI M CPOpMMpoBaHMM p;oJIrOCpOQHhIX B3aMMooTHoIlleHMM. B3aMMoOTHOIlleHMR OCHOBhIBaIOTCR aa Ba2KHhIX MOMeHTax, TaKMX KaK KaQeCTBO, nOCTORHCTBO, Hap;e2KHOCTh M rreHHOCTh. Onaaxo, QaCTO 3TM B3aMMOOTHOIlleHMR MoryT pa3pYIllMThCR M3-3a MeJIOQeM. ECJIM 3aKa3QMK nepexoztrer K KOHKypeHTY MJIM 2KaJIyeTcR PYKOBOp;CTBY, TO 3TO 06hIQHO RBJIReTCR CJIep;CTBMeM Toro, QTO =ranra repneana 3aKa3QMKa nepeno.naanacs, B rrrore B3aMMOOTHOIlleHMR pa3phIBaIOTCR.

Korna CTOMT aonpoc 06 YJIyqIlleHMM B3aMMooTHoIlleHMM C 3aKa3QMKOM, rrozrysrajrre 0 TOM, KaKMM 06pa30M BhI B rreJIOM BJIMReTe na 3TM OTHOIlleHMR, a He TOJIhKO 0 TOM, QTO BhI zie.naere P;JIR MX noztztepzsros. CnpOCMTe ceoa, acerzra JIM BhI BhITIOJIHReTe ace, 0 QeM roaopnre. B03Mo2KHO, BhI He MCrrOJIh3yeTe B03M02KHOCTM 06paTMTb nOTeHrrMaJIbHbIX KJIMeHTOB B nOCTORHHbIX M yp;OBJIeTBOpeHHbIX 3aKa3QMKOB. HaQHMTe ofipaniars BHMMaHMe na MeJIOQM. OHM MoryT nOMOQh coxpaarrrs B3aMMOOTHOIlleHMR OT paapynrenrra npRMO na BaIllMX roraaax.