{"id":21310,"date":"2016-07-02T01:28:56","date_gmt":"2016-07-01T22:28:56","guid":{"rendered":"http:\/\/www.realitsm.ru\/?p=21310"},"modified":"2016-07-02T01:33:38","modified_gmt":"2016-07-01T22:33:38","slug":"service-desk-2016-itsm-tools","status":"publish","type":"post","link":"https:\/\/cleverics.ru\/digital\/2016\/07\/service-desk-2016-itsm-tools\/","title":{"rendered":"\u0416\u0438\u0437\u043d\u044c Service Desk 2016. \u0412\u0437\u0433\u043b\u044f\u0434 \u0441 \u043f\u0435\u0440\u0435\u0434\u043e\u0432\u043e\u0439."},"content":{"rendered":"

\n\t\u041e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f «Service Desk Institute<\/a>» (SDI) \u043d\u0435\u0434\u0430\u0432\u043d\u043e \u043e\u043f\u0443\u0431\u043b\u0438\u043a\u043e\u0432\u0430\u043b\u0430 \u043e\u0442\u0447\u0451\u0442 «\u0416\u0438\u0437\u043d\u044c Service Desk 2016: \u0432\u0437\u0433\u044f\u0434 \u0441 \u043f\u0435\u0440\u0435\u0434\u043e\u0432\u043e\u0439» («Life on the Service Desk in 2016: A View From The Frontline»).
\n\t\u0418\u0441\u0441\u043b\u0435\u0434\u043e\u0432\u0430\u0442\u0435\u043b\u0438 \u0437\u0430\u0434\u0430\u0432\u0430\u043b\u0438 \u0432\u043e\u043f\u0440\u043e\u0441\u044b \u043e \u0440\u0430\u0437\u043e\u0447\u0430\u0440\u043e\u0432\u0430\u043d\u0438\u044f\u0445 \u0438 \u043e\u0436\u0438\u0434\u0430\u043d\u0438\u044f\u0445 \u043e\u0442 ITSM-\u0438\u043d\u0441\u0442\u0440\u0443\u043c\u0435\u043d\u0442\u0430\u0440\u0438\u044f, \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u0443\u0435\u043c\u043e\u0433\u043e \u0434\u043b\u044f \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u0438 \u0440\u0430\u0431\u043e\u0442\u044b Service Desk. \u0410 \u043f\u043e\u0442\u043e\u043c \u0441\u0440\u0430\u0432\u043d\u0438\u043b\u0438 \u0441 \u043e\u0442\u0432\u0435\u0442\u0430\u043c\u0438 \u043d\u0430 \u0430\u043d\u0430\u043b\u043e\u0433\u0438\u0447\u043d\u044b\u0435 \u0432\u043e\u043f\u0440\u043e\u0441\u044b, \u0437\u0430\u0434\u0430\u043d\u043d\u044b\u0435 \u0432 2012 \u0433\u043e\u0434\u0443.
\n\t\u041a\u0430\u0440\u0442\u0438\u043d\u0430 \u0438\u0437\u043c\u0435\u043d\u0438\u043b\u0430\u0441\u044c \u043d\u0435 \u0441\u0438\u043b\u044c\u043d\u043e.\n<\/p>\n

\n\t\u0412 \u0442\u043e\u043f-10 \u043e\u0431\u043b\u0430\u0441\u0442\u0435\u0439,\"ITSM_Tools_Frustrations\"<\/a> \u0432\u044b\u0437\u044b\u0432\u0430\u044e\u0449\u0438\u0445 \u043d\u0430\u0438\u0431\u043e\u043b\u044c\u0448\u0435\u0435 \u043d\u0435\u0434\u043e\u0432\u043e\u043b\u044c\u0441\u0442\u0432\u043e, \u043f\u0435\u0440\u0432\u043e\u0435 \u043c\u0435\u0441\u0442\u043e \u043f\u043e-\u043f\u0440\u0435\u0436\u043d\u0435\u043c\u0443 \u0437\u0430\u043d\u0438\u043c\u0430\u0435\u0442 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u044c. \u0421\u0440\u0435\u0434\u0438 \u043e\u0441\u043d\u043e\u0432\u043d\u044b\u0445 \u043f\u0440\u0435\u0442\u0435\u043d\u0437\u0438\u0439 \u0432 \u043e\u0431\u043b\u0430\u0441\u0442\u0438 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u0438 \u043f\u0435\u0440\u0435\u0447\u0438\u0441\u043b\u0435\u043d\u044b: \u043d\u0435\u0434\u043e\u0441\u0442\u0430\u0442\u043e\u0447\u043d\u043e\u0441\u0442\u044c \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u0438 \u0431\u0430\u0437\u043e\u0432\u044b\u0445 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u043e\u0432 (?!?), \u043d\u0435\u0434\u043e\u0441\u0442\u0430\u0442\u043a\u0438 \u0432 \u043c\u043e\u0431\u0438\u043b\u044c\u043d\u044b\u0445 \u0438\u043d\u0442\u0435\u0440\u0444\u0435\u0439\u0441\u0430\u0445, \u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0435\u043d\u043d\u0430\u044f \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430 \u0431\u0440\u0430\u0443\u0437\u0435\u0440\u043e\u0432, \u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0435\u043d\u043d\u0430\u044f \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u044c \u0441\u0430\u043c\u043e\u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u044f, \u043e\u0442\u0441\u0443\u0442\u0441\u0442\u0432\u0438\u0435  \u0438\u043d\u0442\u0435\u0433\u0440\u0430\u0446\u0438\u0438 \u0441 cmdb, \u0438… \u043e\u0442\u0441\u0443\u0442\u0441\u0442\u0432\u0438\u0435 \u0440\u0430\u0437\u0434\u0435\u043b\u0435\u043d\u0438\u044f \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u043e\u0432 \u0438 \u0437\u0430\u043f\u0440\u043e\u0441\u043e\u0432 \u043d\u0430 \u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u0435.\n<\/p>\n

\n\t\u041d\u0430 \u0432\u0442\u043e\u0440\u043e\u043c \u043c\u0435\u0441\u0442\u0435 \u0430\u043d\u0442\u0438-\u0440\u0435\u0439\u0442\u0438\u043d\u0433\u0430, \u0447\u0442\u043e, \u043d\u0430\u0432\u0435\u0440\u043d\u043e\u0435, \u043d\u0435 \u0443\u0434\u0438\u0432\u0438\u0442\u0435\u043b\u044c\u043d\u043e, \u043d\u0430\u0445\u043e\u0434\u0438\u0442\u0441\u044f «\u041e\u0442\u0447\u0451\u0442\u043d\u043e\u0441\u0442\u044c» (\u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0435\u043d\u043d\u0430\u044f \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u044c; \u0442\u0440\u0443\u0434\u043d\u043e\u0441\u0442\u0438 \u0432 \u043e\u0442\u0441\u043b\u0435\u0436\u0438\u0432\u0430\u043d\u0438\u0438 \u043f\u0440\u043e\u0438\u0437\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044c\u043d\u043e\u0441\u0442\u0438 \u043a\u043e\u043c\u0430\u043d\u0434\u044b; \u043d\u0435\u043e\u0431\u0445\u043e\u0434\u0438\u043c\u043e\u0441\u0442\u044c \u0444\u043e\u0440\u043c\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u044f \u043e\u0442\u0447\u0451\u0442\u043e\u0432 \u0432\u0440\u0443\u0447\u043d\u0443\u044e; \u0441\u043b\u0438\u0448\u043a\u043e\u043c \u0441\u043b\u043e\u0436\u043d\u0430\u044f \u043f\u043e\u0441\u043b\u0435\u0434\u043e\u0432\u0430\u0442\u0435\u043b\u044c\u043d\u043e\u0441\u0442\u044c \u0448\u0430\u0433\u043e\u0432 \u043f\u0440\u0438 \u0441\u043e\u0437\u0434\u0430\u043d\u0438\u0438 \u0430\u043d\u0430\u043b\u0438\u0442\u0438\u0447\u0435\u0441\u043a\u0438\u0445 \u043e\u0442\u0447\u0451\u0442\u043e\u0432;  \u0441\u043b\u043e\u0436\u043d\u043e\u0441\u0442\u044c \u0432 \u043e\u043f\u0435\u0440\u0430\u0442\u0438\u0432\u043d\u043e\u043c \u043f\u043e\u043b\u0443\u0447\u0435\u043d\u0438\u0438 \u0434\u0430\u043d\u043d\u044b\u0445; \u0430 \u0432 \u043d\u0435\u043a\u043e\u0442\u043e\u0440\u044b\u0445 \u0441\u043b\u0443\u0447\u0430\u044f\u0445 \u0444\u0430\u043a\u0442\u0438\u0447\u0435\u0441\u043a\u0438 \u043e\u0442\u0441\u0443\u0442\u0441\u0442\u0432\u0443\u044e\u0449\u0438\u0439 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b \u043e\u0442\u0447\u0451\u0442\u043d\u043e\u0441\u0442\u0438).\n<\/p>\n

\n\t\u0410 \u0432\u043e\u0442 \u0447\u0442\u043e \u043c\u043e\u0436\u0435\u0442 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u044c\u0441\u044f \u0441\u0442\u0440\u0430\u043d\u043d\u044b\u043c, \u0442\u0430\u043a \u044d\u0442\u043e \u0442\u043e, \u0447\u0442\u043e \u043f\u0440\u0435\u0442\u0435\u043d\u0437\u0438\u0438 \u043a \u0431\u044b\u0441\u0442\u0440\u043e\u0434\u0435\u0439\u0441\u0442\u0432\u0438\u044e, \u043a\u0430\u043a \u0438 \u0440\u0430\u043d\u0435\u0435, \u043d\u0430\u0445\u043e\u0434\u044f\u0442\u0441\u044f \u0432 \u0442\u043e\u043f-5.
\n\t\u0411\u043e\u043b\u0435\u0435 \u0442\u043e\u0433\u043e \u043d\u0430\u0434\u0451\u0436\u043d\u043e\u0441\u0442\u044c(!) \u0432\u044b\u0437\u044b\u0432\u0430\u0435\u0442 \u0434\u0430\u0436\u0435 \u0441\u0443\u0449\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u043e \u0431\u043e\u043b\u044c\u0448\u0443\u044e \u0434\u043e\u043b\u044e \u043d\u0430\u0440\u0435\u043a\u0430\u043d\u0438\u0439, \u0447\u0435\u043c \u0432 2012 \u0433\u043e\u0434\u0443, \u043d\u0430\u0441\u0442\u0443\u043f\u0430\u044f \u0432 2015 \u0433\u043e\u0434\u0443 \u043d\u0430 \u043f\u044f\u0442\u043a\u0438 «\u043b\u0438\u0434\u0435\u0440\u0430\u043c».
\n\t\u041c.\u0431. \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0438 \u0441\u0442\u0430\u043b\u0438 \u0431\u043e\u043b\u0435\u0435 \u0442\u0440\u0435\u0431\u043e\u0432\u0430\u0442\u0435\u043b\u044c\u043d\u044b\u043c\u0438? \"wink\" \u0418\u043b\u0438 \u044d\u0442\u043e \u043f\u043b\u0430\u0442\u0430 \u0437\u0430 \u043a\u0440\u043e\u0441\u0441-\u043f\u043b\u0430\u0442\u0444\u043e\u0440\u043c\u0435\u043d\u043d\u043e\u0441\u0442\u044c (\u043f\u0440\u0435\u0442\u0435\u043d\u0437\u0438\u0438 \u043a \u0438\u043d\u0442\u0435\u0433\u0440\u0430\u0446\u0438\u0438 \u0441\u0443\u0449\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u043e \u0441\u043d\u0438\u0437\u0438\u043b\u0438\u0441\u044c \u043f\u043e \u0441\u0440\u0430\u0432\u043d\u0435\u043d\u0438\u044e \u0441 2012\u0433.)?\n<\/p>\n

\n\t\u041a \u0441\u043e\u0436\u0430\u043b\u0435\u043d\u0438\u044e, \u0442\u0435\u0445\u043d\u043e\u043b\u043e\u0433\u0438\u044f \u043f\u0440\u043e\u0432\u0435\u0434\u0435\u043d\u0438\u044f \u0438\u0441\u0441\u043b\u0435\u0434\u043e\u0432\u0430\u043d\u0438\u044f, \u0430\u0443\u0434\u0438\u0442\u043e\u0440\u0438\u044f \u0438 \u0431\u0430\u0437\u0430 \u0440\u0435\u0441\u043f\u043e\u043d\u0434\u0435\u043d\u0442\u043e\u0432 \u043d\u0435 \u0443\u043a\u0430\u0437\u0430\u043d\u044b. \u0420\u0430\u0432\u043d\u043e, \u043a\u0430\u043a \u043d\u0435 \u043f\u0440\u0438\u0432\u0435\u0434\u0451\u043d \u0438 \u0441\u043f\u0438\u0441\u043e\u043a \u0441\u0438\u0441\u0442\u0435\u043c, \u043d\u0430 \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0436\u0430\u043b\u0443\u044e\u0442\u0441\u044f \u0440\u0435\u0441\u043f\u043e\u043d\u0434\u0435\u043d\u0442\u044b. \u041f\u043e\u044d\u0442\u043e\u043c\u0443 \u0431\u044b\u043b\u043e \u0431\u044b \u043a\u0440\u0430\u0439\u043d\u0435 \u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043d\u043e \u0443\u0437\u043d\u0430\u0442\u044c, \u043d\u0430\u0441\u043a\u043e\u043b\u044c\u043a\u043e \u043e\u043f\u0438\u0441\u044b\u0432\u0430\u0435\u043c\u0430\u044f \u043a\u0430\u0440\u0442\u0438\u043d\u0430 \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0443\u0435\u0442 \u0432\u0430\u0448\u0435\u0439.\n<\/p>\n

\n\t\u041a\u0430\u043a\u0438\u0435 \u043e\u0441\u043d\u043e\u0432\u043d\u044b\u0435 \u043f\u0440\u0435\u0442\u0435\u043d\u0437\u0438\u0438\/\u043f\u043e\u0436\u0435\u043b\u0430\u043d\u0438\u044f \u0438 \u043a \u043a\u0430\u043a\u0438\u043c ITSM-\u0441\u0438\u0441\u0442\u0435\u043c\u0430\u043c (\u0432 \u0442.\u0447. \u0432 \u0447\u0430\u0441\u0442\u0438 \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u0438 Service Desk)\u043d\u0430\u043a\u043e\u043f\u0438\u043b\u0438\u0441\u044c \u0443 \u0432\u0430\u0441?<\/p>\n","protected":false},"excerpt":{"rendered":"

\u041e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f «Service Desk Institute» (SDI) \u043d\u0435\u0434\u0430\u0432\u043d\u043e \u043e\u043f\u0443\u0431\u043b\u0438\u043a\u043e\u0432\u0430\u043b\u0430 \u043e\u0442\u0447\u0451\u0442 «\u0416\u0438\u0437\u043d\u044c Service Desk 2016: \u0432\u0437\u0433\u044f\u0434 \u0441 \u043f\u0435\u0440\u0435\u0434\u043e\u0432\u043e\u0439» («Life on the Service Desk in 2016: A View From The Frontline»). \u0418\u0441\u0441\u043b\u0435\u0434\u043e\u0432\u0430\u0442\u0435\u043b\u0438 \u0437\u0430\u0434\u0430\u0432\u0430\u043b\u0438 \u0432\u043e\u043f\u0440\u043e\u0441\u044b \u043e \u0440\u0430\u0437\u043e\u0447\u0430\u0440\u043e\u0432\u0430\u043d\u0438\u044f\u0445 \u0438 \u043e\u0436\u0438\u0434\u0430\u043d\u0438\u044f\u0445 \u043e\u0442 ITSM-\u0438\u043d\u0441\u0442\u0440\u0443\u043c\u0435\u043d\u0442\u0430\u0440\u0438\u044f, \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u0443\u0435\u043c\u043e\u0433\u043e \u0434\u043b\u044f \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u0438 \u0440\u0430\u0431\u043e\u0442\u044b Service Desk. \u0410 \u043f\u043e\u0442\u043e\u043c \u0441\u0440\u0430\u0432\u043d\u0438\u043b\u0438 \u0441 \u043e\u0442\u0432\u0435\u0442\u0430\u043c\u0438 \u043d\u0430 \u0430\u043d\u0430\u043b\u043e\u0433\u0438\u0447\u043d\u044b\u0435 \u0432\u043e\u043f\u0440\u043e\u0441\u044b, \u0437\u0430\u0434\u0430\u043d\u043d\u044b\u0435 \u0432 2012 \u0433\u043e\u0434\u0443. \u041a\u0430\u0440\u0442\u0438\u043d\u0430 \u0438\u0437\u043c\u0435\u043d\u0438\u043b\u0430\u0441\u044c \u043d\u0435 \u0441\u0438\u043b\u044c\u043d\u043e. \u0412 \u0442\u043e\u043f-10 \u043e\u0431\u043b\u0430\u0441\u0442\u0435\u0439, \u0432\u044b\u0437\u044b\u0432\u0430\u044e\u0449\u0438\u0445 \u043d\u0430\u0438\u0431\u043e\u043b\u044c\u0448\u0435\u0435 \u043d\u0435\u0434\u043e\u0432\u043e\u043b\u044c\u0441\u0442\u0432\u043e, \u043f\u0435\u0440\u0432\u043e\u0435 \u043c\u0435\u0441\u0442\u043e \u043f\u043e-\u043f\u0440\u0435\u0436\u043d\u0435\u043c\u0443 \u0437\u0430\u043d\u0438\u043c\u0430\u0435\u0442 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u044c. \u0421\u0440\u0435\u0434\u0438 \u043e\u0441\u043d\u043e\u0432\u043d\u044b\u0445 \u043f\u0440\u0435\u0442\u0435\u043d\u0437\u0438\u0439 \u0432 \u043e\u0431\u043b\u0430\u0441\u0442\u0438 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u0438 \u043f\u0435\u0440\u0435\u0447\u0438\u0441\u043b\u0435\u043d\u044b: \u043d\u0435\u0434\u043e\u0441\u0442\u0430\u0442\u043e\u0447\u043d\u043e\u0441\u0442\u044c \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u0438 \u0431\u0430\u0437\u043e\u0432\u044b\u0445 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u043e\u0432 (?!?), \u043d\u0435\u0434\u043e\u0441\u0442\u0430\u0442\u043a\u0438 \u0432 \u043c\u043e\u0431\u0438\u043b\u044c\u043d\u044b\u0445 \u0438\u043d\u0442\u0435\u0440\u0444\u0435\u0439\u0441\u0430\u0445, \u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0435\u043d\u043d\u0430\u044f \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430 \u0431\u0440\u0430\u0443\u0437\u0435\u0440\u043e\u0432, \u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0435\u043d\u043d\u0430\u044f \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u044c \u0441\u0430\u043c\u043e\u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u044f, \u043e\u0442\u0441\u0443\u0442\u0441\u0442\u0432\u0438\u0435  \u0438\u043d\u0442\u0435\u0433\u0440\u0430\u0446\u0438\u0438 \u0441 cmdb, \u0438… \u043e\u0442\u0441\u0443\u0442\u0441\u0442\u0432\u0438\u0435 \u0440\u0430\u0437\u0434\u0435\u043b\u0435\u043d\u0438\u044f \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u043e\u0432 \u0438…<\/p>\n","protected":false},"author":2,"featured_media":21317,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9,37,96,10,62],"tags":[],"class_list":["post-21310","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-service-management","category-service-desk","category-everything","category-software","category-it-operations"],"yoast_head":"\n\u0416\u0438\u0437\u043d\u044c Service Desk 2016. \u0412\u0437\u0433\u043b\u044f\u0434 \u0441 \u043f\u0435\u0440\u0435\u0434\u043e\u0432\u043e\u0439. – Digital Enterprise<\/title>\n<meta name=\"description\" content=\"\u041e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f «Service Desk Institute» (SDI) \u043d\u0435\u0434\u0430\u0432\u043d\u043e \u043e\u043f\u0443\u0431\u043b\u0438\u043a\u043e\u0432\u0430\u043b\u0430 \u043e\u0442\u0447\u0451\u0442 «\u0416\u0438\u0437\u043d\u044c Service Desk 2016: \u0432\u0437\u0433\u044f\u0434 \u0441 \u043f\u0435\u0440\u0435\u0434\u043e\u0432\u043e\u0439» («Life on\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cleverics.ru\/digital\/2016\/07\/service-desk-2016-itsm-tools\/\" \/>\n<meta property=\"og:locale\" content=\"ru_RU\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u0416\u0438\u0437\u043d\u044c Service Desk 2016. \u0412\u0437\u0433\u043b\u044f\u0434 \u0441 \u043f\u0435\u0440\u0435\u0434\u043e\u0432\u043e\u0439. – Digital Enterprise\" \/>\n<meta property=\"og:description\" content=\"\u041e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f «Service Desk Institute» (SDI) \u043d\u0435\u0434\u0430\u0432\u043d\u043e \u043e\u043f\u0443\u0431\u043b\u0438\u043a\u043e\u0432\u0430\u043b\u0430 \u043e\u0442\u0447\u0451\u0442 «\u0416\u0438\u0437\u043d\u044c Service Desk 2016: 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