{"id":29380,"date":"2019-05-12T11:50:28","date_gmt":"2019-05-12T08:50:28","guid":{"rendered":"https:\/\/realitsm.ru\/?p=29380"},"modified":"2020-02-17T17:25:09","modified_gmt":"2020-02-17T14:25:09","slug":"kak-sootnosyatsya-roli-service-owner-i-service-level-manager","status":"publish","type":"post","link":"https:\/\/cleverics.ru\/digital\/2019\/05\/kak-sootnosyatsya-roli-service-owner-i-service-level-manager\/","title":{"rendered":"\u041a\u0430\u043a \u0441\u043e\u043e\u0442\u043d\u043e\u0441\u044f\u0442\u0441\u044f \u0440\u043e\u043b\u0438 Service Owner \u0438 Service Level Manager"},"content":{"rendered":"\n<div class=\"wp-block-image\"><figure class=\"alignright\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/realitsm.ru\/wp-content\/uploads\/2019\/05\/contracting_1-300x200.jpg\" alt=\"\" class=\"wp-image-29392\" srcset=\"https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2019\/05\/contracting_1-300x200.jpg 300w, https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2019\/05\/contracting_1-768x512.jpg 768w, https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2019\/05\/contracting_1-660x440.jpg 660w, https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2019\/05\/contracting_1.jpg 1000w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/figure><\/div>\n\n\n\n<p>\u0414\u0443\u043c\u0430\u044e, \u0441\u043b\u0435\u0434\u0443\u0435\u0442 \u0441\u0440\u0430\u0437\u0443 \u0443\u0442\u043e\u0447\u043d\u0438\u0442\u044c, \u0447\u0442\u043e \u0440\u0430\u0441\u0441\u043c\u0430\u0442\u0440\u0438\u0432\u0430\u0442\u044c \u0441\u043e\u043e\u0442\u043d\u0435\u0441\u0435\u043d\u0438\u0435 \u0440\u043e\u043b\u0435\u0439 \u0431\u0443\u0434\u0435\u043c \u0432 \u043a\u043e\u043d\u0442\u0435\u043a\u0441\u0442\u0435 ITIL V3. \u0412 ITIL4 Foundation \u0434\u0435\u0442\u0430\u043b\u044c\u043d\u043e\u0433\u043e \u043e\u043f\u0438\u0441\u0430\u043d\u0438\u044f \u0440\u043e\u043b\u0435\u0439, \u0443\u0447\u0430\u0441\u0442\u0432\u0443\u044e\u0449\u0438\u0445 \u0432 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0430\u0445, \u043d\u0435\u0442, \u0442\u0430\u043a \u0447\u0442\u043e \u0436\u0434\u0451\u043c.<\/p>\n<p>\u041c\u044b\u0441\u043b\u044c \u0440\u0430\u0441\u0441\u043c\u043e\u0442\u0440\u0435\u0442\u044c \u044d\u0442\u0438 \u0434\u0432\u0435 \u0440\u043e\u043b\u0438, \u0447\u0442\u043e \u043d\u0430\u0437\u044b\u0432\u0430\u0435\u0442\u0441\u044f, \u0432 \u0441\u0432\u044f\u0437\u043a\u0435, \u0432\u043e\u0437\u043d\u0438\u043a\u043b\u0430 \u043d\u0435 \u043f\u0440\u043e\u0441\u0442\u043e \u0442\u0430\u043a. \u041d\u0430 \u043d\u0435\u0451 \u043d\u0430\u0432\u0435\u043b\u0438 \u0432\u043e\u043f\u0440\u043e\u0441\u044b \u0441\u043b\u0443\u0448\u0430\u0442\u0435\u043b\u0435\u0439 \u043a\u0443\u0440\u0441\u043e\u0432 \u043b\u0438\u043d\u0435\u0439\u043a\u0438 ITIL Intermediate. \u041c\u043d\u043e\u0433\u0438\u0445 \u043f\u043e-\u043f\u0440\u0435\u0436\u043d\u0435\u043c\u0443 \u043d\u0435\u0441\u043a\u043e\u043b\u044c\u043a\u043e \u0441\u0431\u0438\u0432\u0430\u0435\u0442 \u0441 \u0442\u043e\u043b\u043a\u0443 \u043e\u0431\u0438\u043b\u0438\u0435 \u0432\u0430\u0440\u0438\u0430\u0446\u0438\u0439 \u043d\u0430\u0437\u0432\u0430\u043d\u0438\u0439 \u0440\u043e\u043b\u0435\u0439, \u043d\u0430\u0447\u0438\u043d\u0430\u044e\u0449\u0438\u0445\u0441\u044f \u0441\u043e \u0441\u043b\u043e\u0432\u0430 &#171;service&#187;. \u0410 \u0442\u0430\u043a\u0436\u0435 \u0434\u043e \u0441\u0438\u0445 \u043f\u043e\u0440 \u0432 \u043d\u0435\u043a\u043e\u0442\u043e\u0440\u044b\u0445 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u044f\u0445 \u0446\u0438\u0440\u043a\u0443\u043b\u0438\u0440\u0443\u0435\u0442 \u0441\u043b\u043e\u0432\u043e\u0441\u043e\u0447\u0435\u0442\u0430\u043d\u0438\u0435 &#171;Service Manager&#187;, \u043a\u043e\u0442\u043e\u0440\u043e\u0433\u043e \u0432 ITIL \u0443\u0436\u0435 \u0434\u0430\u0432\u043d\u043e \u043d\u0435\u0442.\u00a0 \u0410\u043f\u043e\u0444\u0435\u043e\u0437\u0430 \u044d\u0442\u0430 \u043f\u0443\u0442\u0430\u043d\u0438\u0446\u0430 \u0434\u043e\u0441\u0442\u0438\u0433\u0430\u0435\u0442 \u0432 \u043a\u043e\u043d\u0442\u0435\u043a\u0441\u0442\u0435 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0443\u0440\u043e\u0432\u043d\u0435\u043c \u0443\u0441\u043b\u0443\u0433 (Service Level Management). \u041f\u043e\u043f\u0440\u043e\u0431\u0443\u044e \u0441\u0442\u0440\u0443\u043a\u0442\u0443\u0440\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0438\u044e \u0438\u0437 \u043f\u0435\u0440\u0432\u043e\u0438\u0441\u0442\u043e\u0447\u043d\u0438\u043a\u0430.<\/p>\n<p>\u0418\u0442\u0430\u043a, \u0441\u043e\u0433\u043b\u0430\u0441\u043d\u043e ITIL V3 \u0432 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0435 SLM \u0443\u0447\u0430\u0441\u0442\u0432\u0443\u044e\u0442 \u0441\u043b\u0435\u0434\u0443\u044e\u0449\u0438\u0435 \u043a\u043b\u044e\u0447\u0435\u0432\u044b\u0435 \u0440\u043e\u043b\u0438:<\/p>\n<ul>\n<li data-tadv-p=\"keep\">\u0412\u043b\u0430\u0434\u0435\u043b\u0435\u0446 <strong>\u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430<\/strong> (Service level management <strong>process owner<\/strong>)<\/li>\n<li>\u041c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 <strong>\u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430<\/strong> (Service level management <strong>process manager<\/strong>)<\/li>\n<li>\u0412\u043b\u0430\u0434\u0435\u043b\u0435\u0446 <strong>\u0443\u0441\u043b\u0443\u0433\u0438 <\/strong>(<strong>Service owner<\/strong>)<\/li>\n<li>\u041c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u043f\u043e \u0432\u0437\u0430\u0438\u043c\u043e\u043e\u0442\u043d\u043e\u0448\u0435\u043d\u0438\u044f\u043c \u0441 \u0431\u0438\u0437\u043d\u0435\u0441\u043e\u043c (<strong>Business relationship manager<\/strong>)<\/li>\n<\/ul>\n<p>BRM-\u0430 \u0432 \u0440\u0430\u043c\u043a\u0430\u0445 \u0434\u0430\u043d\u043d\u043e\u0439 \u0441\u0442\u0430\u0442\u044c\u0438 \u0440\u0430\u0441\u0441\u043c\u0430\u0442\u0440\u0438\u0432\u0430\u0442\u044c \u043d\u0435 \u0431\u0443\u0434\u0435\u043c, \u0445\u043e\u0442\u044f \u0440\u043e\u043b\u044c, \u0431\u0435\u0437\u0443\u0441\u043b\u043e\u0432\u043d\u043e, \u043a\u0440\u0430\u0439\u043d\u0435 \u0432\u0430\u0436\u043d\u0430\u044f. \u041d\u043e \u0443 \u043d\u0430\u0441 \u0441\u0435\u0439\u0447\u0430\u0441 \u0434\u0440\u0443\u0433\u0430\u044f \u0437\u0430\u0434\u0430\u0447\u0430.<\/p>\n<p>\u0412\u043b\u0430\u0434\u0435\u043b\u0435\u0446 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430, \u043d\u0430\u043f\u043e\u043c\u043d\u044e, \u043e\u0442\u0432\u0435\u0447\u0430\u0435\u0442 (accountable) \u0437\u0430 \u0442\u043e, \u0447\u0442\u043e\u0431\u044b \u043f\u0440\u043e\u0446\u0435\u0441\u0441 \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u043e\u0432\u0430\u043b \u043d\u0430\u0437\u043d\u0430\u0447\u0435\u043d\u0438\u044e (fit for purpose). \u0415\u0433\u043e \u043e\u0431\u044f\u0437\u0430\u043d\u043d\u043e\u0441\u0442\u0438 \u043e\u0445\u0432\u0430\u0442\u044b\u0432\u0430\u044e\u0442 \u043f\u043e\u0441\u0442\u0430\u043d\u043e\u0432\u043a\u0443 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430, \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u043a\u0443 \u043f\u043e\u043b\u0438\u0442\u0438\u043a \u0438 \u0441\u0442\u0430\u043d\u0434\u0430\u0440\u0442\u043e\u0432, \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0435\u043d\u0438\u0435 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u0440\u0435\u0441\u0443\u0440\u0441\u0430\u043c\u0438, \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u0435\u043d\u0438\u0435 \u0446\u0435\u043b\u0435\u0432\u044b\u0445 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0435\u0439 \u0434\u043b\u044f \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 (\u043d\u0435 \u0434\u043b\u044f SLA), \u043d\u0430\u0441\u0442\u0440\u043e\u0439\u043a\u0443 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0433\u043e \u0432\u0437\u0430\u0438\u043c\u043e\u0434\u0435\u0439\u0441\u0442\u0432\u0438\u044f \u0441 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u043e\u043c BRM, \u043f\u0435\u0440\u0438\u043e\u0434\u0438\u0447\u0435\u0441\u043a\u0438\u0439 \u0430\u0443\u0434\u0438\u0442 \u0438 \u0441\u043e\u0432\u0435\u0440\u0448\u0435\u043d\u0441\u0442\u0432\u043e\u0432\u0430\u043d\u0438\u0435. \u0422\u043e \u0435\u0441\u0442\u044c \u0432\u043b\u0430\u0434\u0435\u043b\u0435\u0446 &#171;\u0433\u043e\u0432\u043e\u0440\u0438\u0442, \u043a\u0443\u0434\u0430 \u0438\u0434\u0451\u043c&#187;, \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0438\u0432\u0430\u0435\u0442 \u0438 \u043a\u043e\u043d\u0442\u0440\u043e\u043b\u0438\u0440\u0443\u0435\u0442.<\/p>\n<p>\u041c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 (\u0440\u043e\u043b\u044c, \u043a\u043e\u0442\u043e\u0440\u0430\u044f \u043c\u043e\u0436\u0435\u0442 \u0431\u044b\u0442\u044c \u0441\u043e\u0432\u043c\u0435\u0449\u0435\u043d\u0430 \u0441 \u0412\u043b\u0430\u0434\u0435\u043b\u044c\u0446\u0435\u043c) \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0438\u0432\u0430\u0435\u0442 \u043e\u043f\u0435\u0440\u0430\u0446\u0438\u043e\u043d\u043d\u043e\u0435 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u043e\u043c. \u0421\u044e\u0434\u0430 \u0432\u0445\u043e\u0434\u0438\u0442 \u043f\u043b\u0430\u043d\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u0435 (\u0441\u043e\u0432\u043c\u0435\u0441\u0442\u043d\u043e \u0441 \u0412\u043b\u0430\u0434\u0435\u043b\u044c\u0446\u0435\u043c) \u0438 \u043a\u043e\u043e\u0440\u0434\u0438\u043d\u0430\u0446\u0438\u044f \u0432\u0441\u0435\u0445 \u0430\u043a\u0442\u0438\u0432\u043d\u043e\u0441\u0442\u0435\u0439 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u0432 \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0438\u0438 \u0441 \u043f\u043e\u043b\u0438\u0442\u0438\u043a\u0430\u043c\u0438 \u0438 \u0440\u0435\u0433\u043b\u0430\u043c\u0435\u043d\u0442\u0430\u043c\u0438, \u043d\u0430\u0437\u043d\u0430\u0447\u0435\u043d\u0438\u0435 \u0438\u0441\u043f\u043e\u043b\u043d\u0438\u0442\u0435\u043b\u0435\u0439 \u043d\u0430 \u0440\u043e\u043b\u0438, \u043d\u0435\u043f\u043e\u0441\u0440\u0435\u0434\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0435 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u044d\u0442\u0438\u043c\u0438 \u0438\u0441\u043f\u043e\u043b\u043d\u0438\u0442\u0435\u043b\u044f\u043c\u0438, \u043c\u043e\u043d\u0438\u0442\u043e\u0440\u0438\u043d\u0433 \u0438 \u043e\u0442\u0447\u0451\u0442\u043d\u043e\u0441\u0442\u044c \u043f\u043e \u0440\u0430\u0431\u043e\u0442\u0435 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430, \u0438, \u0432 \u0442\u043e\u043c \u0447\u0438\u0441\u043b\u0435 (\u0432\u043d\u0438\u043c\u0430\u043d\u0438\u0435!), \u0432\u0437\u0430\u0438\u043c\u043e\u0434\u0435\u0439\u0441\u0442\u0432\u0438\u0435 \u0441 \u0412\u043b\u0430\u0434\u0435\u043b\u044c\u0446\u0430\u043c\u0438 \u0443\u0441\u043b\u0443\u0433 (Service owners) \u0438 \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430\u043c\u0438 \u0434\u0440\u0443\u0433\u0438\u0445 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u043e\u0432 (\u0432 \u043f\u0435\u0440\u0432\u0443\u044e \u043e\u0447\u0435\u0440\u0435\u0434\u044c \u0437\u0434\u0435\u0441\u044c \u0440\u0435\u0447\u044c \u043e Service catalogue management, Service portfolio management, Business relationship management, Supplier management)\u00a0 \u0441 \u0446\u0435\u043b\u044c\u044e \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0435\u043d\u0438\u044f \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0433\u043e \u043f\u0440\u0435\u0434\u043e\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0443\u0441\u043b\u0443\u0433 (smooth running of services). \u041f\u0440\u0438\u043c\u0435\u043d\u0438\u0442\u0435\u043b\u044c\u043d\u043e \u043a \u0441\u043e\u0433\u043b\u0430\u0448\u0435\u043d\u0438\u044f\u043c \u043e\u0431 \u0443\u0440\u043e\u0432\u043d\u0435 \u0443\u0441\u043b\u0443\u0433 (SLA) \u043e\u0431\u044f\u0437\u0430\u043d\u043d\u043e\u0441\u0442\u0438 \u041c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u0441\u043b\u0435\u0434\u0443\u044e\u0449\u0438\u0435 &#8212; \u043e\u043d \u043d\u0435 \u0442\u043e\u043b\u044c\u043a\u043e \u0434\u043e\u043b\u0436\u0435\u043d \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0438\u0442\u044c \u0438\u0445 \u043d\u0430\u043b\u0438\u0447\u0438\u0435, \u043d\u043e \u043d\u0435\u043f\u043e\u0441\u0440\u0435\u0434\u0441\u0442\u0432\u0435\u043d\u043d\u043e \u0443\u0447\u0430\u0441\u0442\u0432\u0443\u0435\u0442 \u0432 <strong>\u043e\u0431\u0441\u0443\u0436\u0434\u0435\u043d\u0438\u0438<\/strong> \u0438 <strong>\u0441\u043e\u0433\u043b\u0430\u0441\u043e\u0432\u0430\u043d\u0438\u0438<\/strong> \u0442\u0440\u0435\u0431\u043e\u0432\u0430\u043d\u0438\u0439 \u043a \u0443\u0440\u043e\u0432\u043d\u044e \u0443\u0441\u043b\u0443\u0433 \u0441 \u0437\u0430\u043a\u0430\u0437\u0447\u0438\u043a\u043e\u043c \u0438 <strong>\u043f\u043e\u0434\u0433\u043e\u0442\u043e\u0432\u043a\u0435<\/strong> \u0441\u0430\u043c\u0438\u0445 \u0441\u043e\u0433\u043b\u0430\u0448\u0435\u043d\u0438\u0439. \u0423 \u043d\u0435\u0433\u043e \u0435\u0441\u0442\u044c \u0435\u0449\u0451 \u0440\u044f\u0434 \u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043d\u044b\u0445 \u043e\u0431\u044f\u0437\u0430\u043d\u043d\u043e\u0441\u0442\u0435\u0439, \u043d\u043e \u043c\u044b \u0432 \u043d\u0438\u0445 \u0441\u0435\u0439\u0447\u0430\u0441 \u043f\u043e\u0433\u0440\u0443\u0436\u0430\u0442\u044c\u0441\u044f \u043d\u0435 \u0431\u0443\u0434\u0435\u043c, \u0430 \u043f\u043e\u0441\u043c\u043e\u0442\u0440\u0438\u043c \u043d\u0430 \u0440\u043e\u043b\u044c \u0412\u043b\u0430\u0434\u0435\u043b\u044c\u0446\u0430 \u0443\u0441\u043b\u0443\u0433\u0438.<\/p>\n<p>\u0412\u043b\u0430\u0434\u0435\u043b\u0435\u0446 \u0443\u0441\u043b\u0443\u0433\u0438 \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u0435\u0434\u0438\u043d\u043e\u0439 \u0442\u043e\u0447\u043a\u043e\u0439 \u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0441\u0442\u0438 \u0437\u0430 \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u0443\u044e \u0443\u0441\u043b\u0443\u0433\u0443 \u043d\u0430 \u043f\u0440\u043e\u0442\u044f\u0436\u0435\u043d\u0438\u0438 \u0432\u0441\u0435\u0433\u043e \u0435\u0451 \u0436\u0438\u0437\u043d\u0435\u043d\u043d\u043e\u0433\u043e \u0446\u0438\u043a\u043b\u0430, \u0432\u043d\u0435 \u0437\u0430\u0432\u0438\u0441\u0438\u043c\u043e\u0441\u0442\u0438 \u043e\u0442 \u0433\u0435\u043e\u0433\u0440\u0430\u0444\u0438\u0447\u0435\u0441\u043a\u043e\u0433\u043e \u0440\u0430\u0441\u043f\u043e\u043b\u043e\u0436\u0435\u043d\u0438\u044f \u0435\u0451 \u043a\u043e\u043c\u043f\u043e\u043d\u0435\u043d\u0442\u043e\u0432 \u0438 \u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u044e\u0449\u0435\u0433\u043e \u043f\u0435\u0440\u0441\u043e\u043d\u0430\u043b\u0430. \u0412 \u0435\u0433\u043e \u043e\u0431\u044f\u0437\u0430\u043d\u043d\u043e\u0441\u0442\u0438 (responsibilities) \u0432\u0445\u043e\u0434\u0438\u0442 \u043a\u043e\u043d\u0442\u0440\u043e\u043b\u044c \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0438\u044f \u0443\u0440\u043e\u0432\u043d\u044f \u043f\u0440\u0435\u0434\u043e\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0438 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u043e\u0439 \u0443\u0441\u043b\u0443\u0433\u0438 \u0441\u043e\u0433\u043b\u0430\u0441\u043e\u0432\u0430\u043d\u043d\u044b\u043c \u043f\u0430\u0440\u0430\u043c\u0435\u0442\u0440\u0430\u043c \u0442\u0440\u0430\u043d\u0441\u043b\u044f\u0446\u0438\u044f \u0442\u0440\u0435\u0431\u043e\u0432\u0430\u043d\u0438\u0439 \u0431\u0438\u0437\u043d\u0435\u0441\u0430 (\u043f\u043e\u043b\u0443\u0447\u0435\u043d\u043d\u044b\u0445 \u0447\u0435\u0440\u0435\u0437 BRM-\u0430) \u0432 \u043f\u043e\u043d\u044f\u0442\u043d\u044b\u0435 \u0418\u0422-\u0437\u0430\u0434\u0430\u0447\u0438, \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0435\u043d\u0438\u0435 \u043f\u0440\u043e\u0437\u0440\u0430\u0447\u043d\u044b\u0445 \u043a\u043e\u043c\u043c\u0443\u043d\u0438\u043a\u0430\u0446\u0438\u0439 \u0441 \u0437\u0430\u043a\u0430\u0437\u0447\u0438\u043a\u043e\u043c \u043f\u043e \u0437\u0430\u043f\u0440\u043e\u0441\u0430\u043c\u0438 \u0438 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c \u0432 \u043a\u043e\u043d\u0442\u0435\u043a\u0441\u0442\u0435 \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u043e\u0439 \u0443\u0441\u043b\u0443\u0433\u0438, \u043f\u043e\u043c\u043e\u0449\u044c \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0443 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u043f\u043e\u0440\u0442\u0444\u0435\u043b\u0435\u043c \u0432 \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u043a\u0435 \u043c\u043e\u0434\u0435\u043b\u0438 \u0443\u0441\u043b\u0443\u0433\u0438, \u043f\u043e\u043c\u043e\u0449\u044c \u043f\u0440\u0438 \u043e\u0446\u0435\u043d\u043a\u0435 \u0432\u043b\u0438\u044f\u043d\u0438\u044f \u0438\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u0439 \u043d\u0430 \u0443\u0441\u043b\u0443\u0433\u0443, \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0435\u043d\u0438\u0435 \u0430\u043a\u0442\u0443\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u0438 \u0441\u0432\u0435\u0434\u0435\u043d\u0438\u0439 \u043e\u0431 \u0443\u0441\u043b\u0443\u0433\u0435 \u0432 \u043a\u0430\u0442\u0430\u043b\u043e\u0433\u0435 \u0443\u0441\u043b\u0443\u0433, \u043f\u0440\u0435\u0434\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0443\u0441\u043b\u0443\u0433\u0438 \u0432 \u0440\u0430\u043c\u043a\u0430\u0445 \u0432\u0441\u0435\u0439 \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u0438 \u0432 \u043f\u0440\u0438\u043d\u0446\u0438\u043f\u0435 \u0438 \u043d\u0430 CAB-\u0430\u0445 \u0432 \u0447\u0430\u0441\u0442\u043d\u043e\u0441\u0442\u0438, \u043c\u043e\u043d\u0438\u0442\u043e\u0440\u0438\u043d\u0433 \u0438 \u043e\u0442\u0447\u0451\u0442\u043d\u043e\u0441\u0442\u044c \u043f\u043e \u0443\u0441\u043b\u0443\u0433\u0435. \u0412 \u043e\u0442\u043d\u043e\u0448\u0435\u043d\u0438\u0438 SLA \u0435\u0433\u043e \u043e\u0431\u044f\u0437\u0430\u043d\u043d\u043e\u0441\u0442\u0438 \u043e\u0431\u043e\u0437\u043d\u0430\u0447\u0435\u043d\u044b \u0441\u043b\u0435\u0434\u0443\u044e\u0449\u0438\u043c \u043e\u0431\u0440\u0430\u0437\u043e\u043c:\u00a0 <strong>\u0443\u0447\u0430\u0441\u0442\u0438\u0435 \u0432 \u043e\u0431\u0441\u0443\u0436\u0434\u0435\u043d\u0438\u0438<\/strong> SLA\/OLA \u043f\u0440\u0438\u043c\u0435\u043d\u0438\u0442\u0435\u043b\u044c\u043d\u043e \u043a \u0443\u0441\u043b\u0443\u0433\u0435 \u043a \u0435\u0433\u043e \u0437\u043e\u043d\u0435 \u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0441\u0442\u0438.<\/p>\n<p>\u0418\u0442\u0430\u043a, \u0434\u0432\u0435 \u0440\u043e\u043b\u0438, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0443\u043f\u043e\u043c\u044f\u043d\u0443\u0442\u044b \u0432 \u0437\u0430\u0433\u043e\u043b\u043e\u0432\u043a\u0435 &#8212; Service level manager \u0438 Service owner, &#8212; \u0442\u0435\u0441\u043d\u043e \u0441\u0432\u044f\u0437\u0430\u043d\u044b \u043c\u0435\u0436\u0434\u0443 \u0441\u043e\u0431\u043e\u0439. \u041e\u043d\u0438 \u0434\u043e\u043b\u0436\u043d\u044b \u043f\u043b\u043e\u0442\u043d\u043e \u0432\u0437\u0430\u0438\u043c\u043e\u0434\u0435\u0439\u0441\u0442\u0432\u043e\u0432\u0430\u0442\u044c. \u041d\u043e \u0435\u0441\u0442\u044c \u0434\u043e\u0432\u043e\u043b\u044c\u043d\u043e \u0447\u0451\u0442\u043a\u0430\u044f \u0433\u0440\u0430\u043d\u0438\u0446\u0430 \u0432 \u0438\u0445 \u0437\u043e\u043d\u0430\u0445 \u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0441\u0442\u0438: \u041c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 SLM \u043e\u0442\u0432\u0435\u0447\u0430\u0435\u0442 \u0437\u0430 \u043f\u0440\u043e\u0446\u0435\u0441\u0441 \u0432 \u0446\u0435\u043b\u043e\u043c, \u0437\u0430 \u043d\u0430\u043b\u0438\u0447\u0438\u0435 \u0438 \u0432\u044b\u043f\u043e\u043b\u043d\u0435\u043d\u0438\u0435 \u0432\u0441\u0435\u0445 SLA \u0432 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438. \u0410 \u0412\u043b\u0430\u0434\u0435\u043b\u0435\u0446 \u0443\u0441\u043b\u0443\u0433\u0438 \u043e\u0442\u0432\u0435\u0447\u0430\u0435\u0442 \u0437\u0430 \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u044b\u0435 \u0443\u0441\u043b\u0443\u0433\u0438, \u043d\u043e \u043d\u0435 \u0442\u043e\u043b\u044c\u043a\u043e \u0437\u0430 \u0438\u0445 \u0443\u0440\u043e\u0432\u0435\u043d\u044c, \u0430 \u0442\u0430\u043a\u0436\u0435 \u043d\u0435\u0441\u0451\u0442 \u0440\u044f\u0434 \u043e\u0431\u044f\u0437\u0430\u043d\u043d\u043e\u0441\u0442\u0435\u0439 \u0432 \u043a\u043e\u043d\u0442\u0435\u043a\u0441\u0442\u0435 \u0434\u0440\u0443\u0433\u0438\u0445 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u043e\u0432 &#8212; \u0442\u0430\u043a\u0438\u0445, \u043a\u0430\u043a \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0438\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u044f\u043c\u0438, \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438, \u0437\u0430\u043f\u0440\u043e\u0441\u0430\u043c\u0438 \u0438 \u043f\u0440\u043e\u0447\u0438\u0445.\u00a0<\/p>\n<p>\u041a\u043e\u043b\u043b\u0435\u0433\u0438, \u0435\u0441\u043b\u0438 \u043d\u0443\u0436\u043d\u044b \u0434\u043e\u043f\u043e\u043b\u043d\u0438\u0442\u0435\u043b\u044c\u043d\u044b\u0435 \u043f\u043e\u044f\u0441\u043d\u0435\u043d\u0438\u044f &#8212; \u043f\u0438\u0448\u0438\u0442\u0435, \u043f\u043e\u0441\u0442\u0430\u0440\u0430\u044e\u0441\u044c \u043e\u0442\u0432\u0435\u0442\u0438\u0442\u044c \u0432 \u043a\u043e\u043c\u043c\u0435\u043d\u0442\u0430\u0440\u0438\u044f\u0445.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0414\u0443\u043c\u0430\u044e, \u0441\u043b\u0435\u0434\u0443\u0435\u0442 \u0441\u0440\u0430\u0437\u0443 \u0443\u0442\u043e\u0447\u043d\u0438\u0442\u044c, \u0447\u0442\u043e \u0440\u0430\u0441\u0441\u043c\u0430\u0442\u0440\u0438\u0432\u0430\u0442\u044c \u0441\u043e\u043e\u0442\u043d\u0435\u0441\u0435\u043d\u0438\u0435 \u0440\u043e\u043b\u0435\u0439 \u0431\u0443\u0434\u0435\u043c \u0432 \u043a\u043e\u043d\u0442\u0435\u043a\u0441\u0442\u0435 ITIL V3. \u0412 ITIL4 Foundation \u0434\u0435\u0442\u0430\u043b\u044c\u043d\u043e\u0433\u043e \u043e\u043f\u0438\u0441\u0430\u043d\u0438\u044f \u0440\u043e\u043b\u0435\u0439, \u0443\u0447\u0430\u0441\u0442\u0432\u0443\u044e\u0449\u0438\u0445 \u0432 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0430\u0445, \u043d\u0435\u0442, \u0442\u0430\u043a \u0447\u0442\u043e \u0436\u0434\u0451\u043c. \u041c\u044b\u0441\u043b\u044c \u0440\u0430\u0441\u0441\u043c\u043e\u0442\u0440\u0435\u0442\u044c \u044d\u0442\u0438 \u0434\u0432\u0435 \u0440\u043e\u043b\u0438, \u0447\u0442\u043e \u043d\u0430\u0437\u044b\u0432\u0430\u0435\u0442\u0441\u044f, \u0432 \u0441\u0432\u044f\u0437\u043a\u0435, \u0432\u043e\u0437\u043d\u0438\u043a\u043b\u0430 \u043d\u0435 \u043f\u0440\u043e\u0441\u0442\u043e \u0442\u0430\u043a. \u041d\u0430 \u043d\u0435\u0451 \u043d\u0430\u0432\u0435\u043b\u0438 \u0432\u043e\u043f\u0440\u043e\u0441\u044b \u0441\u043b\u0443\u0448\u0430\u0442\u0435\u043b\u0435\u0439 \u043a\u0443\u0440\u0441\u043e\u0432 \u043b\u0438\u043d\u0435\u0439\u043a\u0438 ITIL Intermediate. \u041c\u043d\u043e\u0433\u0438\u0445 \u043f\u043e-\u043f\u0440\u0435\u0436\u043d\u0435\u043c\u0443 \u043d\u0435\u0441\u043a\u043e\u043b\u044c\u043a\u043e \u0441\u0431\u0438\u0432\u0430\u0435\u0442 \u0441 \u0442\u043e\u043b\u043a\u0443 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