SD. Service Desk: п╬я─пЁп╟п╫п╦п╥п╟я├п╦я▐ я│п╩я┐п╤п╠я▀ п©п╬п╢п╢п╣я─п╤п╨п╦ п©п╬п╩я▄п╥п╬п╡п╟я┌п╣п╩п╣п╧ п╡ я│п╬п╬я┌п╡п╣я┌я│я┌п╡п╦п╦ я│ ITILv3

п я┐я─я│ я│п╬я│я┌п╬п╦я┌ п╦п╥ 3-я┘ п╪п╬п╢я┐п╩п╣п╧, п©я─п╬я┘п╬п╤п╢п╣п╫п╦п╣ п╨п╬я┌п╬я─я▀я┘ п╫п╣п╬п╠я┘п╬п╢п╦п╪п╬ п╢п╩я▐ я─я┐п╨п╬п╡п╬п╢п╦я┌п╣п╩п╣п╧ я│п╩я┐п╤п╠я▀ Service Desk:

"п·я│п╫п╬п╡я▀ ITIL v3 (ITIL v3 Foundation) (ITILF v3)"

"ServiceDesk п╦ п©я─п╬я├п╣я│я│я▀ п╬п©п╣я─п╟я┌п╦п╡п╫п╬пЁп╬ я┐п©я─п╟п╡п╩п╣п╫п╦я▐ п≤п╒-я┐я│п╩я┐пЁп╟п╪п╦ п╡ я│п╬п╬я┌п╡п╣я┌я│я┌п╡п╦п╦ я│ ITIL v3 (ITILv3 OperationalSupportandAnalysis) (OSA)"

п÷я─п╟п╨я┌п╦я┤п╣я│п╨п╦п╣ п╟я│п©п╣п╨я┌я▀ п╬я─пЁп╟п╫п╦п╥п╟я├п╦п╦ я│п╩я┐п╤п╠я▀ Service Desk п╦ п©п╬п╢п╢п╣я─п╤п╨п╦ я┐я│п╩я┐пЁ

п▓ п©п╣я─п╡п╬п╧ я┤п╟я│я┌п╦ п©я─п╬пЁя─п╟п╪п╪я▀ - п·я│п╫п╬п╡я▀ ITIL - п╦п╥я┐я┤п╟я▌я┌я│я▐ п╬я│п╫п╬п╡я▀ п╠п╦п╠п╩п╦п╬я┌п╣п╨п╦ ITIL п╦ п©п╬п╢я┘п╬п╢п╟ п≤п╒ я│п╣я─п╡п╦я│-п╪п╣п╫п╣п╢п╤п╪п╣п╫я┌п╟. п╜я┌п╦ п╥п╫п╟п╫п╦я▐ п╫п╣п╬п╠я┘п╬п╢п╦п╪я▀ п╢п╩я▐ я├п╣п╩п╬я│я┌п╫п╬пЁп╬ п©п╬п╫п╦п╪п╟п╫п╦я▐ я│п╣я─п╡п╦я│п╫п╬пЁп╬ п╦ п©я─п╬я├п╣я│я│п╫п╬пЁп╬ п©п╬п╢я┘п╬п╢п╟, я│п╩я┐п╤п╟я┴п╦я┘ п╪п╣я┌п╬п╢п╬п╩п╬пЁп╦я┤п╣я│п╨п╬п╧ п╬я│п╫п╬п╡п╬п╧ п╢п╣я▐я┌п╣п╩я▄п╫п╬я│я┌п╦ я│п╩я┐п╤п╠я▀ Service Desk.

п▓я┌п╬я─п╟я▐ я┤п╟я│я┌я▄ п©я─п╬пЁя─п╟п╪п╪я▀ п©п╬я│п╡я▐я┴п╣п╫п╟ п╡я│п╣я│я┌п╬я─п╬п╫п╫п╣п╪я┐ п╦ я├п╣п╩п╬я│я┌п╫п╬п╪я┐ п╬п╠я│я┐п╤п╢п╣п╫п╦я▌ п©я─п╬я├п╣я│я│п╬п╡ я┐п©я─п╟п╡п╩п╣п╫п╦я▐ п╦п╫я├п╦п╢п╣п╫я┌п╟п╪п╦ п╦ п©я─п╬п╠п╩п╣п╪п╟п╪п╦, я▐п╡п╩я▐я▌я┴п╦я┘я│я▐ п╬я│п╫п╬п╡п╬п╧ п©п╬п╢п╢п╣я─п╤п╨п╦ п≤п╒ п©п╬п╩я▄п╥п╬п╡п╟я┌п╣п╩п╣п╧.

п▓ я┌я─п╣я┌я▄п╣п╧ я┤п╟я│я┌п╦ п©я─п╬пЁя─п╟п╪п╪я▀ я─п╟я│я│п╪п╟я┌я─п╦п╡п╟я▌я┌я│я▐ п╡п╬п©я─п╬я│я▀ п©я─п╦п╨п╩п╟п╢п╫п╬пЁп╬ я┘п╟я─п╟п╨я┌п╣я─п╟, п╡п╬п╩п╫я┐я▌я┴п╦п╣ п╪п╫п╬пЁп╦я┘ я─я┐п╨п╬п╡п╬п╢п╦я┌п╣п╩п╣п╧ п╦ я│п©п╣я├п╦п╟п╩п╦я│я┌п╬п╡ я│п╩я┐п╤п╠я▀ Service Desk п╦ п╡я│я┌я─п╣я┤п╟я▌я┴п╦п╣я│я▐ п╨п╟п╤п╢я▀п╧ п╢п╣п╫я▄. п╜я┌п╬я┌ п╪п╬п╢я┐п╩я▄ п╢п╟п╣я┌ п≤п╒ я│п©п╣я├п╦п╟п╩п╦я│я┌п╟п╪ п╫п╟п╡я▀п╨п╦ п╦ п©я─п╦п╣п╪я▀ п╬я─пЁп╟п╫п╦п╥п╟я├п╦п╦ п©я─п╬я├п╣я│я│п╬п╡ п©п╬п╢п╢п╣я─п╤п╨п╦ п©п╬п╩я▄п╥п╬п╡п╟я┌п╣п╩п╣п╧. п▓ я─п╟п╪п╨п╟я┘ я█я┌п╬пЁп╬ п╨я┐я─я│п╟ я─п╟я│я│п╪п╟я┌я─п╦п╡п╟я▌я┌я│я▐ п╫я▌п╟п╫я│я▀ я─п╣п╟п╩п╦п╥п╟я├п╦п╦ п©я─п╬я├п╣я│я│п╬п╡ я┐п©я─п╟п╡п╩п╣п╫п╦я▐ п╦п╫я├п╦п╢п╣п╫я┌п╟п╪п╦ п╦ я┐п©я─п╟п╡п╩п╣п╫п╦я▐ п©я─п╬п╠п╩п╣п╪п╟п╪п╦ п╡ я┌п╣я│п╫п╬п╧ я│п╡я▐п╥п╦ я│ п╬я│п╫п╬п╡п╟п╪п╦ п©я─п╣п╢п╬я│я┌п╟п╡п╩п╣п╫п╦я▐ я┐я│п╩я┐пЁ п╦ п╬п╠я│я┐п╤п╢п╟я▌я┌я│я▐ п©п╣я─п╡п╬п╬я┤п╣я─п╣п╢п╫я▀п╣ п╥п╟п╢п╟я┤п╦, п╫п╟п©я─п╟п╡п╩п╣п╫п╫я▀п╣ п╫п╟ я─п╣п╥я┐п╩я▄я┌п╟я┌п╦п╡п╫п╬я│я┌я▄ я─п╟п╠п╬я┌я▀ п©я─п╬я├п╣я│я│п╬п╡ п©п╬п╢п╢п╣я─п╤п╨п╦. п╒п╟п╨п╤п╣ п╡ я─п╟п╪п╨п╟я┘ п╬п╠я┐я┤п╣п╫п╦я▐ я┌я─п╣п╫п╣я─п╟п╪п╦-п©я─п╟п╨я┌п╦п╨п╟п╪п╦ п╢п╟я▌я┌я│я▐ я─п╣п╨п╬п╪п╣п╫п╢п╟я├п╦п╦ п©п╬ я└п╬я─п╪п╦я─п╬п╡п╟п╫п╦я▐ п╢п╦я│п©п╣я┌я┤п╣я─я│п╨п╬п╧ я│п╩я┐п╤п╠я▀, п©п╬п╢пЁп╬я┌п╬п╡п╨п╣ я│п©п╣я├п╦п╟п╩п╦я│я┌п╬п╡ п©п╬п╢п╢п╣я─п╤п╨п╦ п╡ п≤п╒, п╟ я┌п╟п╨п╤п╣ п╢п╟я▌я┌я│я▐ п╬я─п╦п╣п╫я┌п╦я─я▀ п©п╬ я│п╬п╥п╢п╟п╫п╦я▌ я│п╦я│я┌п╣п╪я▀ п╬я├п╣п╫п╨п╦ п╦ п╨п╬п╫я┌я─п╬п╩я▐ я─п╟п╠п╬я┌я▀ п©я─п╬я├п╣я│я│п╬п╡ п©п╬п╢п╢п╣я─п╤п╨п╦ п©п╬п╩я▄п╥п╬п╡п╟я┌п╣п╩п╣п╧.

п▓п╣я│я▄ п╪п╟я┌п╣я─п╦п╟п╩ я├п╣п╩п╦п╨п╬п╪ п╦ п©п╬п╩п╫п╬я│я┌я▄я▌ п╬я│п╫п╬п╡п╟п╫ п╫п╟ п╠п╦п╠п╩п╦п╬я┌п╣п╨п╣ ITIL, я│я┌п╟п╡я┬п╣п╧ я│я┌п╟п╫п╢п╟я─я┌п╬п╪ п╢п╣-я└п╟п╨я┌п╬ п©п╬ я┐п©я─п╟п╡п╩п╣п╫п╦я▌ п╦п╫я└п╬я─п╪п╟я├п╦п╬п╫п╫я▀п╪п╦ я┌п╣я┘п╫п╬п╩п╬пЁп╦я▐п╪п╦.

п║п╣п╪п╦п╫п╟я─ п╫п╟я├п╣п╩п╣п╫ п╫п╟ п╬п╠п╣я│п©п╣я┤п╣п╫п╦п╣ п╫п╣п╬п╠я┘п╬п╢п╦п╪п╬пЁп╬ п╨п╬п╪п©п╩п╣п╨я│п╟ п╥п╫п╟п╫п╦п╧ п©п╬ я│п╬п╥п╢п╟п╫п╦я▌ я│п╩я┐п╤п╠я▀ Service Desk п╦ п╬я─пЁп╟п╫п╦п╥п╟я├п╦п╦ я─п╟п╠п╬я┌я▀ п≤п╒ я│п©п╣я├п╦п╟п╩п╦я│я┌п╬п╡ п©п╬ я─п╣я┬п╣п╫п╦я▌ п╬п╠я─п╟я┴п╣п╫п╦п╧ п©п╬п╩я▄п╥п╬п╡п╟я┌п╣п╩п╣п╧.

п я┐я─я│ п╡я│п╣пЁп╢п╟ п╠я┐п╢п╣я┌ п©п╬п╩п╣п╥п╣п╫ п╦ я─я┐п╨п╬п╡п╬п╢п╦я┌п╣п╩я▐п╪ Service Desk, п╦ пЁп╩п╟п╡п╫я▀п╪ п≤п╒ я│п©п╣я├п╦п╟п╩п╦я│я┌п╟п╪, п╦ п╪п╣п╫п╣п╢п╤п╣я─п╟п╪ п©я─п╬я├п╣я│я│п╬п╡, п╦ я─я┐п╨п╬п╡п╬п╢п╦я┌п╣п╩я▐п╪ п≤п╒ п©п╬п╢я─п╟п╥п╢п╣п╩п╣п╫п╦п╧ я─п╟п╥п╩п╦я┤п╫я▀я┘ я┐я─п╬п╡п╫п╣п╧, п╟ я┌п╟п╨п╤п╣ п╡я│п╣п╪ п≤п╒ я│п©п╣я├п╦п╟п╩п╦я│я┌п╟п╪, п╫п╟я├п╣п╩п╣п╫п╫я▀п╪ п╫п╟ п©п╬п╩я┐я┤п╣п╫п╦п╣ п©я─п╟п╨я┌п╦я┤п╣я│п╨п╦я┘ п╫п╟п╡я▀п╨п╬п╡ п╡ я│я└п╣я─п╣ я┐п©я─п╟п╡п╩п╣п╫п╦я▐ п≤п╒ п╦ п╤п╣п╩п╟я▌я┴п╦п╪ я─п╟я│я┬п╦я─п╦я┌я▄ я│п╡п╬п╧ п©я─п╬я└п╣я│я│п╦п╬п╫п╟п╩я▄п╫я▀п╧ п╨я─я┐пЁп╬п╥п╬я─.

п·п╢п╦п╫ п╢п╣п╫я▄ я┐я┤п╟я│я┌п╦я▐ п╬п╠п╣я│п©п╣я┤п╦п╡п╟п╣я┌ п╪я┐п╢я─я▀п╪ я─я┐п╨п╬п╡п╬п╢п╦я┌п╣п╩я▐п╪ п╦ я├п╣п╩п╣я┐я│я┌я─п╣п╪п╩п╣п╫п╫я▀п╪ я│п©п╣я├п╦п╟п╩п╦я│я┌п╟п╪ я─п╣я┬п╣п╫п╦п╣ п╡п╬п©я─п╬я│п╬п╡, п╫п╟п╨п╬п©п╦п╡я┬п╦я┘я│я▐ п╥п╟ пЁп╬п╢я▀ я─п╟п╠п╬я┌я▀ п╦ п╢п╬ я│п╣пЁп╬п╢п╫я▐я┬п╫п╣пЁп╬ п╢п╫я▐ п╬я│я┌п╟п╡п╟п╡я┬п╦я┘я│я▐ п╬я┌п╨я─я▀я┌я▀п╪п╦.

п÷я─п╦п╬п╠я─п╣я┌п╟п╣п╪я▀п╣ п╫п╟п╡я▀п╨п╦

п÷п╬я│п╩п╣ п©я─п╬я┘п╬п╤п╢п╣п╫п╦я▐ п╨п╬п╪п©п╩п╣п╨я│п╫п╬пЁп╬ п╬п╠я┐я┤п╣п╫п╦я▐:

пё п▓п╟я│ п©п╬я▐п╡п╦я┌я│я▐ я─п╣п╟п╩я▄п╫п╟я▐ п╡п╬п╥п╪п╬п╤п╫п╬я│я┌я▄ п©я─п╦п╪п╣п╫п╦я┌я▄ я─п╟п╠п╬я┌п╟я▌я┴п╦п╣ я─п╣п╨п╬п╪п╣п╫п╢п╟я├п╦п╦ п©п╬ я─п╟п╥я─п╣я┬п╣п╫п╦я▌ п╨я─п╦я┌п╦я┤п╫я▀я┘ п╦ я│п╩п╬п╤п╫я▀я┘ я│п╦я┌я┐п╟я├п╦п╧ п╡ я│п╩я┐п╤п╠п╣ п©п╬п╢п╢п╣я─п╤п╨п╦

п▓я▀ я│п╪п╬п╤п╣я┌п╣ я│п╢п╟я┌я▄ п╪п╣п╤п╢я┐п╫п╟я─п╬п╢п╫я▀п╧ я█п╨п╥п╟п╪п╣п╫я▀ п©п╬ п╬я│п╫п╬п╡п╟п╪ ITILv3 п╦ п©я─п╬я├п╣я│я│п╟п╪ OSA

п▓я▀ я│я█п╨п╬п╫п╬п╪п╦я┌п╣ п╡я─п╣п╪я▐ п╦ п╢п╣п╫я▄пЁп╦, п╡я│п╣пЁп╬ п╥п╟ 8 п╢п╫п╣п╧ п©п╬п╩я┐я┤п╦п╡ я│п╟п╪я▀п╧ п©п╬п╩п╫я▀п╧ п╨п╬п╪п©п╩п╣п╨я│ п╥п╫п╟п╫п╦п╧ п©п╬ п╬я─пЁп╟п╫п╦п╥п╟я├п╦п╦ я│п╩я┐п╤п╠я▀ п©п╬п╢п╢п╣я─п╤п╨п╦ п╦ п©я─п╬я├п╣я│я│п╬п╡ я┐п©я─п╟п╡п╩п╣п╫п╦я▐ п╦п╫я├п╦п╢п╣п╫я┌п╟п╪п╦ п╦ п©я─п╬п╠п╩п╣п╪п╟п╪п╦, п╥п╟п╨я─п╣п©п╩п╣п╫п╫я▀п╧ п╦п╫я┌п╣п╫я│п╦п╡п╫п╬п╧ п©я─п╟п╨я┌п╦п╨п╬п╧

п÷я─п╬п╢п╬п╩п╤п╦я┌п╣п╩я▄п╫п╬я│я┌я▄ п╨я┐я─я│п╟: 8 п╢п╫п╣п╧.

п║я┌п╬п╦п╪п╬я│я┌я▄ п╨я┐я─я│п╟: 77000 я─..

 

 

п≈п╟п©п╦я│п╟я┌я▄я│я▐ п╫п╟ п╨я┐я─я│

 

 

п°п╬я│п╨п╡п╟

 

23.05.2012

 

 

 

			п≈п╟п╨п╟п╥п╟я┌я▄ п╨я┐я─я│

 

п╡п╣я─я│п╦я▐ п╢п╩я▐ п©п╣я┤п╟я┌п╦