{"id":31785,"date":"2020-03-16T07:43:48","date_gmt":"2020-03-16T04:43:48","guid":{"rendered":"https:\/\/realitsm.ru\/?p=31785"},"modified":"2020-03-23T17:32:43","modified_gmt":"2020-03-23T14:32:43","slug":"service-level-manager-vs-service-owner","status":"publish","type":"post","link":"https:\/\/cleverics.ru\/digital\/2020\/03\/service-level-manager-vs-service-owner\/","title":{"rendered":"\u041e \u0431\u0435\u0434\u043d\u043e\u043c SLM’\u0435 \u0437\u0430\u043c\u043e\u043b\u0432\u0438\u0442\u0435 \u0441\u043b\u043e\u0432\u043e"},"content":{"rendered":"\n

\u0427\u0438\u0442\u0430\u044f \u043d\u0435\u0434\u0430\u0432\u043d\u044e\u044e \u0437\u0430\u043c\u0435\u0442\u043a\u0443<\/a> \u0410\u0440\u0442\u0451\u043c\u0430 \u041c\u0443\u043a\u043e\u0441\u0435\u0435\u0432\u0430<\/a> \u043e \u043f\u0435\u0440\u0438\u043f\u0435\u0442\u0438\u044f\u0445 \u0440\u043e\u043b\u0438 \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430 \u0438\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u0439 (change manager), \u0432\u0441\u043f\u043e\u043c\u043d\u0438\u043b \u043f\u0440\u043e \u043d\u0435 \u043c\u0435\u043d\u0435\u0435 \u0434\u0440\u0430\u043c\u0430\u0442\u0438\u0447\u043d\u0443\u044e \u0438\u0441\u0442\u043e\u0440\u0438\u044e \u0440\u043e\u043b\u0435\u0439 \u00ab\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 * \u0443\u0441\u043b\u0443\u0433[\u0438]\u00bb. \u0412 \u0447\u0430\u0441\u0442\u043d\u043e\u0441\u0442\u0438, \u043e \u0440\u043e\u043b\u0438 \u00ab\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u0443\u0440\u043e\u0432\u043d\u044f \u0443\u0441\u043b\u0443\u0433\u00bb (service level manager<\/strong>).<\/p>\n

\u042d\u0442\u0443 \u0440\u043e\u043b\u044c \u0438\u043d\u043e\u0433\u0434\u0430 \u043e\u043f\u0438\u0441\u044b\u0432\u0430\u044e\u0442 \u043a\u0430\u043a \u0440\u043e\u043b\u044c \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u00ab\u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0443\u0440\u043e\u0432\u043d\u0435\u043c \u0443\u0441\u043b\u0443\u0433\u00bb (service level management<\/strong>, SLM). \u0425\u043e\u0442\u044f, \u0441\u0442\u0440\u043e\u0433\u043e \u0433\u043e\u0432\u043e\u0440\u044f, \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u00ab\u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0443\u0440\u043e\u0432\u043d\u0435\u043c \u0443\u0441\u043b\u0443\u0433\u00bb \u0434\u043e\u043b\u0436\u0435\u043d \u043d\u0430\u0437\u044b\u0432\u0430\u0442\u044c\u0441\u044f \u00abservice level management manager\u00bb \ud83d\ude42 \u041d\u043e, \u0432\u0438\u0434\u0438\u043c\u043e, \u043f\u043e\u0441\u043a\u043e\u043b\u044c\u043a\u0443 \u044d\u0442\u043e \u043d\u0435 \u0442\u043e\u043b\u044c\u043a\u043e \u0441\u043b\u043e\u0436\u043d\u043e \u043f\u0440\u043e\u0438\u0437\u043d\u0435\u0441\u0442\u0438, \u043d\u043e \u0434\u0430\u0436\u0435 \u043d\u0430\u043f\u0438\u0441\u0430\u0442\u044c, \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 SLM \u043e\u0431\u044b\u0447\u043d\u043e \u043d\u0430\u0437\u044b\u0432\u0430\u044e\u0442 service level manager<\/strong> (\u0438\u043b\u0438 \u043a\u043e\u0440\u043e\u0442\u043a\u043e — SLM).<\/p>\n

\u0412 \u0431\u0438\u0431\u043b\u0438\u043e\u0442\u0435\u043a\u0435 ITILv3 (2011 \u0433.) \u0440\u043e\u043b\u044c service level manager<\/strong> \u0445\u043e\u0442\u044c \u0447\u0451\u0442\u043a\u043e \u0438 \u043d\u0435 \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u044f\u0435\u0442\u0441\u044f, \u043d\u043e \u0438\u0437 \u0435\u0451 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u044f, \u0432\u0441\u0442\u0440\u0435\u0447\u0430\u044e\u0449\u0435\u0433\u043e\u0441\u044f \u0432 \u0440\u0430\u0437\u043b\u0438\u0447\u043d\u044b\u0445 \u043c\u0435\u0441\u0442\u0430\u0445 \u0431\u0438\u0431\u043b\u0438\u043e\u0442\u0435\u043a\u0438, \u043f\u043e\u043d\u044f\u0442\u043d\u043e, \u0447\u0442\u043e \u0440\u0435\u0447\u044c \u0438\u0434\u0451\u0442 \u043e \u0440\u043e\u043b\u0438, \u043e\u0442\u0432\u0435\u0447\u0430\u044e\u0449\u0435\u0439 \u0432 \u043f\u0435\u0440\u0432\u0443\u044e \u043e\u0447\u0435\u0440\u0435\u0434\u044c \u0437\u0430 \u0443\u0441\u043b\u0443\u0433\u0443, \u0430 \u043d\u0435 \u0437\u0430 \u043f\u0440\u043e\u0446\u0435\u0441\u0441. \u042d\u0442\u0430\u043a\u0438\u0439 \u0438\u043d\u0442\u0435\u0440\u0444\u0435\u0439\u0441 \u043c\u0435\u0436\u0434\u0443 \u043f\u043e\u0441\u0442\u0430\u0432\u0449\u0438\u043a\u043e\u043c \u0438 \u0437\u0430\u043a\u0430\u0437\u0447\u0438\u043a\u043e\u043c, \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0438\u0432\u0430\u044e\u0449\u0438\u0439 \u0434\u043e\u0441\u0442\u0438\u0436\u0435\u043d\u0438\u0435 \u0434\u043e\u0433\u043e\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u0438 \u043e\u0431 \u0443\u0440\u043e\u0432\u043d\u0435 \u0443\u0441\u043b\u0443\u0433\u0438 \u0438 \u0441\u043e\u0431\u043b\u044e\u0434\u0435\u043d\u0438\u0435 \u044d\u0442\u043e\u0439 \u0434\u043e\u0433\u043e\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u0438. \u00ab\u0421\u0432\u043e\u0439 \u0441\u0440\u0435\u0434\u0438 \u0447\u0443\u0436\u0438\u0445, \u0447\u0443\u0436\u043e\u0439 \u0441\u0440\u0435\u0434\u0438 \u0441\u0432\u043e\u0438\u0445\u00bb.<\/p>\n

\n

\u2018A spy in both camps\u2019 \u2013 service level managers can be viewed with a certain amount of suspicion by both the IT service provider staff and the customer representatives. This is due to the dual nature of the job, where they are acting as an unofficial customer representative when talking to IT staff, and as an IT provider representative when talking to customers [ITIL, 2011, Service Design, 4.3.5.6]<\/p>\n<\/blockquote>\n

\u0425\u043e\u0442\u044f \u043f\u0440\u043e \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e\u0441\u0442\u044c \u0441\u043e\u0432\u043c\u0435\u0449\u0435\u043d\u0438\u044f \u0443\u043a\u0430\u0437\u0430\u043d\u043d\u043e\u0433\u043e \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u0430 \u0441 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u043e\u043c \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u0442\u043e\u0436\u0435 \u0433\u043e\u0432\u043e\u0440\u0438\u0442\u0441\u044f. \u041e\u0441\u043e\u0431\u0435\u043d\u043d\u043e \u0432 \u043d\u0435\u0431\u043e\u043b\u044c\u0448\u0438\u0445 \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f\u0445.<\/p>\n

\n

There may be a full-time service level manager who is the process manager for service level management and who also fills the role of process manager for the business relationship management process [ITIL, 2011, Service Design, 6.2.3]<\/p>\n<\/blockquote>\n

\u0418 \u0435\u0441\u043b\u0438 \u0432\u043e\u0441\u043f\u0440\u0438\u043d\u0438\u043c\u0430\u0442\u044c \u0440\u043e\u043b\u044c SLM<\/strong>, \u043a\u0430\u043a \u0440\u043e\u043b\u044c, \u043e\u0442\u0432\u0435\u0447\u0430\u044e\u0449\u0443\u044e \u0437\u0430 \u0443\u0441\u043b\u0443\u0433\u0443, \u0442\u043e \u0432\u043e\u0437\u043d\u0438\u043a\u0430\u0435\u0442 \u0432\u043e\u043f\u0440\u043e\u0441 \u043e \u043f\u0440\u043e\u0432\u0435\u0434\u0435\u043d\u0438\u0438 \u0433\u0440\u0430\u043d\u0438\u0446\u044b \u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0441\u0442\u0438 \u043c\u0435\u0436\u0434\u0443 \u044d\u0442\u043e\u0439 \u0440\u043e\u043b\u044c\u044e \u0438 \u0440\u043e\u043b\u044c\u044e \u0432\u043b\u0430\u0434\u0435\u043b\u044c\u0446\u0430 \u0443\u0441\u043b\u0443\u0433\u0438 (service owner<\/strong>) — \u0441\u0430\u043c\u043e\u0439 \u0432\u0430\u0436\u043d\u043e\u0439 \u0432 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0435 «\u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0443\u0440\u043e\u0432\u043d\u0435\u043c \u0443\u0441\u043b\u0443\u0433» (\u0412\u043b\u0430\u0434\u0435\u043b\u0435\u0446 \u0443\u0441\u043b\u0443\u0433\u0438 \u043e\u0442\u0432\u0435\u0447\u0430\u0435\u0442 \u0437\u0430 \u0441\u043a\u0432\u043e\u0437\u043d\u043e\u0435 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u043e\u0439 \u0418\u0422-\u0443\u0441\u043b\u0443\u0433\u043e\u0439).<\/p>\n

\n

The service owner<\/strong> is accountable for the end-to-end management of a specific IT service [Service Level Management ITIL\u00ae4 Practice Guide, 4.1.1]<\/p>\n<\/blockquote>\n

\u0412 \u043d\u0435\u043a\u043e\u0442\u043e\u0440\u044b\u0445 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u044f\u0445 \u0442\u0430\u043a\u0430\u044f \u0440\u043e\u043b\u044c \u043d\u0430\u0437\u044b\u0432\u0430\u0435\u0442\u0441\u044f «\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u0443\u0441\u043b\u0443\u0433[\u0438]» (service manager<\/strong>), \u043e \u043a\u043e\u0442\u0440\u043e\u043c \u043d\u0435\u043c\u043d\u043e\u0433\u043e \u043f\u043e\u0437\u0436\u0435.<\/p>\n

\u041f\u043e\u0445\u043e\u0436\u0435, \u0447\u0442\u043e \u0432 \u0431\u043e\u043b\u044c\u0448\u0438\u043d\u0441\u0442\u0432\u0435 \u0441\u0446\u0435\u043d\u0430\u0440\u0438\u0435\u0432 \u0438\u0437 \u0440\u0435\u0430\u043b\u044c\u043d\u043e\u0439 \u0436\u0438\u0437\u043d\u0438 \u043e\u0442\u0432\u0435\u0442\u0430 \u043d\u0430 \u0432\u043e\u043f\u0440\u043e\u0441 \u043e \u043f\u0440\u043e\u0432\u0435\u0434\u0435\u043d\u0438\u0438 \u0433\u0440\u0430\u043d\u0438\u0446\u044b \u0434\u043e\u0441\u0442\u0430\u0442\u043e\u0447\u043d\u043e \u0443\u0431\u0435\u0434\u0438\u0442\u0435\u043b\u044c\u043d\u043e\u0433\u043e \u0434\u043b\u044f \u0442\u043e\u0433\u043e, \u0447\u0442\u043e\u0431\u044b \u0432\u044b\u0434\u0435\u043b\u0438\u0442\u044c \u043e\u0442\u0434\u0435\u043b\u044c\u043d\u0443\u044e \u0440\u043e\u043b\u044c SLM<\/strong>, \u043d\u0435 \u043d\u0430\u0445\u043e\u0434\u0438\u0442\u0441\u044f. \u0412\u0438\u0434\u0438\u043c\u043e, \u043f\u043e\u044d\u0442\u043e\u043c\u0443 \u0432 \u0431\u0438\u0431\u043b\u0438\u043e\u0442\u0435\u043a\u0435 ITIL 4, \u0432 \u0433\u043b\u0430\u0432\u043d\u043e\u0439 \u043a\u043d\u0438\u0433\u0435 \u043f\u0440\u043e \u0432\u0437\u0430\u0438\u043c\u043e\u0434\u0435\u0439\u0441\u0442\u0432\u0438\u0435 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044c-\u043f\u043e\u0441\u0442\u0430\u0432\u0449\u0438\u043a \u00ab\u041f\u043e\u0432\u044b\u0448\u0435\u043d\u0438\u0435 \u0446\u0435\u043d\u043d\u043e\u0441\u0442\u0438 \u0434\u043b\u044f \u0437\u0430\u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043e\u0432\u0430\u043d\u043d\u044b\u0445 \u0441\u0442\u043e\u0440\u043e\u043d\u00bb (Drive stakeholder value), \u00abservice level manager<\/strong>\u00bb (SLM) \u0443\u043f\u043e\u043c\u0438\u043d\u0430\u0435\u0442\u0441\u044f \u043b\u0438\u0448\u044c \u0435\u0434\u0438\u043d\u043e\u0436\u0434\u044b. \u0412 \u043f\u0435\u0440\u0432\u043e\u0439 \u0433\u043b\u0430\u0432\u0435 \u0433\u043e\u0432\u043e\u0440\u0438\u0442\u0441\u044f, \u0447\u0442\u043e \u043a\u043d\u0438\u0433\u0430 \u0431\u0443\u0434\u0435\u0442 \u043f\u043e\u043b\u0435\u0437\u043d\u0430 SLM-\u0430\u043c. \u041d\u043e, \u043a\u0442\u043e \u044d\u0442\u043e \u0442\u0430\u043a\u0438\u0435, \u043d\u0435 \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u044f\u0435\u0442\u0441\u044f.<\/p>\n

\u041d\u0435\u0442 \u0443\u043f\u043e\u043c\u0438\u043d\u0430\u043d\u0438\u044f \u0441\u0443\u0449\u043d\u043e\u0441\u0442\u0438 \u00abservice level manager<\/strong>\u00bb \u0438 \u0432 \u043f\u0443\u0431\u043b\u0438\u043a\u0430\u0446\u0438\u0438, \u043e\u043f\u0438\u0441\u044b\u0432\u0430\u044e\u0449\u0435\u0439 \u043e\u0434\u043d\u043e\u0438\u043c\u0451\u043d\u043d\u0443\u044e \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0443 — \u00abService Level Management ITIL4 Practice Guide\u00bb.<\/p>\n

\u0422\u043e \u0435\u0441\u0442\u044c \u043a\u0430\u0440\u0442\u0438\u043d\u0430 \u0441 \u0440\u043e\u043b\u044f\u043c\u0438 \u0432 ITIL 4 \u0443\u043f\u0440\u043e\u0441\u0442\u0438\u043b\u0430\u0441\u044c. \u0418 \u044d\u0442\u043e, \u043a\u0430\u043a \u043c\u043d\u0435 \u043a\u0430\u0436\u0435\u0442\u0441\u044f, \u0445\u043e\u0440\u043e\u0448\u043e.<\/p>\n

\u0412 ITILv3 \u0435\u0441\u0442\u044c \u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043d\u043e\u0435 \u0441\u0440\u0430\u0432\u043d\u0435\u043d\u0438\u0435 \u0440\u043e\u043b\u0435\u0439 \u00ab\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u0443\u0440\u043e\u0432\u043d\u044f \u0443\u0441\u043b\u0443\u0433\u00bb (service level manager<\/strong>) \u0438 \u00ab\u0432\u043b\u0430\u0434\u0435\u043b\u0435\u0446 \u0443\u0441\u043b\u0443\u0433\u0438\u00bb (service owner<\/strong>). \u042d\u0442\u043e \u0442\u0430\u0431\u043b\u0438\u0446\u0430 (Table 6.8 Comparison of CSI manager, service level manager, service owner and business relationship manager roles) \u0432 \u043a\u043d\u0438\u0433\u0435 \u00ab\u041f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e\u0435 \u0441\u043e\u0432\u0435\u0440\u0448\u0435\u043d\u0441\u0442\u0432\u043e\u0432\u0430\u043d\u0438\u0435 \u0443\u0441\u043b\u0443\u0433\u00bb (CSI, ITIL, 2011). \u041d\u043e \u043e\u043d\u0430 \u043f\u043e\u0440\u043e\u0436\u0434\u0430\u0435\u0442 \u0432\u043e\u043f\u0440\u043e\u0441\u043e\u0432 \u043d\u0435 \u043c\u0435\u043d\u044c\u0448\u0435, \u0447\u0435\u043c \u0434\u0430\u0451\u0442 \u043e\u0442\u0432\u0435\u0442\u043e\u0432. \u0418, \u043d\u0430\u043f\u0440\u0438\u043c\u0435\u0440, \u043d\u0430 \u043a\u0443\u0440\u0441\u0435 \u0434\u043b\u044f \u0431\u0435\u0437 \u043f\u044f\u0442\u0438 \u043c\u0438\u043d\u0443\u0442 ITIL Expert\u2019\u043e\u0432<\/a> \u044f \u043e\u0431\u044b\u0447\u043d\u043e \u043f\u0440\u0435\u0434\u043b\u0430\u0433\u0430\u044e \u043f\u0440\u043e\u0430\u043d\u0430\u043b\u0438\u0437\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u0438 \u043e\u0431\u0441\u0443\u0434\u0438\u0442\u044c \u044d\u0442\u0443 \u0442\u0430\u0431\u043b\u0438\u0447\u043a\u0443 \u0432 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0435 \u0443\u043f\u0440\u0430\u0436\u043d\u0435\u043d\u0438\u044f.<\/p>\n

\u041a\u0441\u0442\u0430\u0442\u0438, \u0443\u043f\u043e\u043c\u0438\u043d\u0430\u043d\u0438\u0435 \u0441\u0443\u0449\u043d\u043e\u0441\u0442\u0438 \u00ab\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u0441\u043b\u0443\u0433\u0438\u00bb (service manager<\/strong>) \u0438\u0441\u0447\u0435\u0437\u043b\u043e \u0438\u0437 ITIL4. \u041f\u043e\u043d\u044f\u0442\u0438\u0435 \u00ab\u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0443\u0441\u043b\u0443\u0433\u0430\u043c\u0438\u00bb (service management — a set of specialized organizational capabilities for enabling value for customers in the form of services) \u0435\u0441\u0442\u044c, \u0430 \u00ab\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u0443\u0441\u043b\u0443\u0433\u0438\u00bb — \u043d\u0435\u0442.<\/p>\n

\u041d\u0430\u043f\u043e\u043c\u043d\u044e, \u043f\u0440\u0438 \u043f\u0435\u0440\u0435\u0445\u043e\u0434\u0435 \u043d\u0430 ITILv3 \u044d\u0442\u043e \u043f\u043e\u043d\u044f\u0442\u0438\u0435 \u0435\u0449\u0451 \u0441\u043e\u0445\u0440\u0430\u043d\u044f\u043b\u043e\u0441\u044c, \u043d\u043e, \u0444\u0430\u043a\u0442\u0438\u0447\u0435\u0441\u043a\u0438 \u043d\u0435 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043b\u043e\u0441\u044c. \u0415\u0433\u043e \u0441\u043c\u044b\u0441\u043b\u043e\u0432\u043e\u0435 \u043d\u0430\u043f\u043e\u043b\u043d\u0435\u043d\u0438\u0435 \u0431\u044b\u043b\u043e \u0441\u043b\u0438\u0448\u043a\u043e\u043c \u043e\u0431\u0448\u0438\u0440\u043d\u044b\u043c: \u00ab\u041c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u0443\u0441\u043b\u0443\u0433 (\u0441\u0435\u0440\u0432\u0438\u0441-\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440<\/strong>) — \u043e\u0431\u0449\u0438\u0439 \u0442\u0435\u0440\u043c\u0438\u043d \u0434\u043b\u044f \u043e\u0431\u043e\u0437\u043d\u0430\u0447\u0435\u043d\u0438\u044f \u043b\u044e\u0431\u043e\u0433\u043e \u0440\u0443\u043a\u043e\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044f \u0432 \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u0438 \u043f\u043e\u0441\u0442\u0430\u0432\u0449\u0438\u043a\u0430 \u0443\u0441\u043b\u0443\u0433. \u041d\u0430\u0438\u0431\u043e\u043b\u0435\u0435 \u0447\u0430\u0441\u0442\u043e \u043e\u0442\u043d\u043e\u0441\u0438\u0442\u0441\u044f \u043a \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430\u043c \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, \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430\u043c \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u043e\u0432 \u0438\u043b\u0438 \u043a \u0432\u044b\u0441\u0448\u0435\u043c\u0443 \u0440\u0443\u043a\u043e\u0432\u043e\u0434\u0441\u0442\u0432\u0443, \u043e\u0442\u0432\u0435\u0447\u0430\u044e\u0449\u0435\u043c\u0443 \u0437\u0430 \u0418\u0422-\u0443\u0441\u043b\u0443\u0433\u0438 \u0432 \u0446\u0435\u043b\u043e\u043c\u00bb.<\/p>\n

\n

Service manger<\/strong> — a generic term for any manager within the service provider. Most commonly used to refer to a business relationship manager, a process manager or a senior manager with responsibility for IT services overall\u00a0 [\u0441\u043b\u043e\u0432\u0430\u0440\u044c ITIL, 2011]<\/p>\n<\/blockquote>\n

\u041f\u043e\u043f\u0440\u043e\u0431\u0443\u0439\u0442\u0435 \u043d\u0430\u0439\u0442\u0438 (\u0438 \u043f\u043e\u043d\u044f\u0442\u044c \u0440\u043e\u043b\u044c!) \u0441\u0435\u0440\u0432\u0438\u0441-\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430<\/strong> \u043d\u0430 \u043a\u0430\u0440\u0442\u0438\u043d\u043a\u0435 (Figure 6.2 Service management roles and customer engagement) \u0438\u0437 \u043a\u043d\u0438\u0433\u0438 \u00ab\u041f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e\u0435 \u0441\u043e\u0432\u0435\u0440\u0448\u0435\u043d\u0441\u0442\u0432\u043e\u0432\u0430\u043d\u0438\u0435 \u0443\u0441\u043b\u0443\u0433\u00bb (CSI, ITIL, 2011).<\/p>\n\n\n\n

\"Copyright<\/figure>\n\n\n\n

\u0412 \u043e\u0431\u0449\u0435\u043c, \u0445\u043e\u0440\u043e\u0448\u043e, \u0447\u0442\u043e \u0440\u043e\u043b\u0435\u0432\u0430\u044f \u043c\u043e\u0434\u0435\u043b\u044c \u0432 \u043d\u043e\u0432\u043e\u0439 \u0432\u0435\u0440\u0441\u0438\u0438 ITIL \u0443\u043f\u0440\u043e\u0441\u0442\u0438\u043b\u0430\u0441\u044c. \u042d\u0442\u043e \u043c\u0438\u043d\u0438\u043c\u0438\u0437\u0438\u0440\u0443\u0435\u0442 \u0432\u0435\u0440\u043e\u044f\u0442\u043d\u043e\u0441\u0442\u044c \u0438\u0437\u0431\u044b\u0442\u043e\u0447\u043d\u043e\u0433\u043e \u0443\u0441\u043b\u043e\u0436\u043d\u0435\u043d\u0438\u044f \u0441\u0438\u0441\u0442\u0435\u043c\u044b \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f, \u0430 \u0442\u0430\u043a\u0436\u0435 \u0431\u0435\u0441\u043f\u043b\u043e\u0434\u043d\u044b\u0445 \u0441\u043f\u043e\u0440\u043e\u0432 \u043e \u0440\u0430\u0441\u043f\u0440\u0435\u0434\u0435\u043b\u0435\u043d\u0438\u0438 \u0437\u0430\u0434\u0430\u0447 \u043c\u0435\u0436\u0434\u0443 \u0440\u043e\u043b\u044f\u043c\u0438. \u0412 \u0442\u043e\u0447\u043d\u043e\u0441\u0442\u0438 \u0432 \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0438\u0438 \u0441 \u043f\u0440\u0438\u043d\u0446\u0438\u043f\u043e\u043c \u00abKeep it simple and practical\u00bb <\/p>\n","protected":false},"excerpt":{"rendered":"

\u0427\u0438\u0442\u0430\u044f \u043d\u0435\u0434\u0430\u0432\u043d\u044e\u044e \u0437\u0430\u043c\u0435\u0442\u043a\u0443 \u0410\u0440\u0442\u0451\u043c\u0430 \u041c\u0443\u043a\u043e\u0441\u0435\u0435\u0432\u0430 \u043e \u043f\u0435\u0440\u0438\u043f\u0435\u0442\u0438\u044f\u0445 \u0440\u043e\u043b\u0438 \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430 \u0438\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u0439 (change manager), \u0432\u0441\u043f\u043e\u043c\u043d\u0438\u043b \u043f\u0440\u043e \u043d\u0435 \u043c\u0435\u043d\u0435\u0435 \u0434\u0440\u0430\u043c\u0430\u0442\u0438\u0447\u043d\u0443\u044e \u0438\u0441\u0442\u043e\u0440\u0438\u044e \u0440\u043e\u043b\u0435\u0439 \u00ab\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 * \u0443\u0441\u043b\u0443\u0433[\u0438]\u00bb. \u0412 \u0447\u0430\u0441\u0442\u043d\u043e\u0441\u0442\u0438, \u043e \u0440\u043e\u043b\u0438 \u00ab\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u0443\u0440\u043e\u0432\u043d\u044f \u0443\u0441\u043b\u0443\u0433\u00bb (service level manager). \u042d\u0442\u0443 \u0440\u043e\u043b\u044c \u0438\u043d\u043e\u0433\u0434\u0430 \u043e\u043f\u0438\u0441\u044b\u0432\u0430\u044e\u0442 \u043a\u0430\u043a \u0440\u043e\u043b\u044c \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u00ab\u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0443\u0440\u043e\u0432\u043d\u0435\u043c \u0443\u0441\u043b\u0443\u0433\u00bb (service level management, SLM). \u0425\u043e\u0442\u044f, \u0441\u0442\u0440\u043e\u0433\u043e \u0433\u043e\u0432\u043e\u0440\u044f, \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u00ab\u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0443\u0440\u043e\u0432\u043d\u0435\u043c \u0443\u0441\u043b\u0443\u0433\u00bb \u0434\u043e\u043b\u0436\u0435\u043d \u043d\u0430\u0437\u044b\u0432\u0430\u0442\u044c\u0441\u044f \u00abservice level management manager\u00bb \ud83d\ude42 \u041d\u043e, \u0432\u0438\u0434\u0438\u043c\u043e, \u043f\u043e\u0441\u043a\u043e\u043b\u044c\u043a\u0443 \u044d\u0442\u043e \u043d\u0435 \u0442\u043e\u043b\u044c\u043a\u043e \u0441\u043b\u043e\u0436\u043d\u043e \u043f\u0440\u043e\u0438\u0437\u043d\u0435\u0441\u0442\u0438, \u043d\u043e \u0434\u0430\u0436\u0435 \u043d\u0430\u043f\u0438\u0441\u0430\u0442\u044c, \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 SLM \u043e\u0431\u044b\u0447\u043d\u043e \u043d\u0430\u0437\u044b\u0432\u0430\u044e\u0442 service level manager (\u0438\u043b\u0438 \u043a\u043e\u0440\u043e\u0442\u043a\u043e — SLM). \u0412 \u0431\u0438\u0431\u043b\u0438\u043e\u0442\u0435\u043a\u0435 ITILv3 (2011 \u0433.) \u0440\u043e\u043b\u044c service level manager \u0445\u043e\u0442\u044c \u0447\u0451\u0442\u043a\u043e \u0438 \u043d\u0435 \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u044f\u0435\u0442\u0441\u044f, \u043d\u043e…<\/p>\n","protected":false},"author":28,"featured_media":31788,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[96],"tags":[],"class_list":["post-31785","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-everything"],"yoast_head":"\n\u041e \u0431\u0435\u0434\u043d\u043e\u043c SLM'\u0435 \u0437\u0430\u043c\u043e\u043b\u0432\u0438\u0442\u0435 \u0441\u043b\u043e\u0432\u043e – Digital Enterprise<\/title>\n<meta name=\"description\" content=\"\u0427\u0438\u0442\u0430\u044f \u043d\u0435\u0434\u0430\u0432\u043d\u044e\u044e \u0437\u0430\u043c\u0435\u0442\u043a\u0443 \u0410\u0440\u0442\u0451\u043c\u0430 \u041c\u0443\u043a\u043e\u0441\u0435\u0435\u0432\u0430 \u043e \u043f\u0435\u0440\u0438\u043f\u0435\u0442\u0438\u044f\u0445 \u0440\u043e\u043b\u0438 \u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u0430 \u0438\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u0439 (change manager), \u0432\u0441\u043f\u043e\u043c\u043d\u0438\u043b \u043f\u0440\u043e \u043d\u0435 \u043c\u0435\u043d\u0435\u0435 \u0434\u0440\u0430\u043c\u0430\u0442\u0438\u0447\u043d\u0443\u044e \u0438\u0441\u0442\u043e\u0440\u0438\u044e \u0440\u043e\u043b\u0435\u0439 \u00ab\u043c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\" \/>\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\/2020\/03\/service-level-manager-vs-service-owner\/\" \/>\n<meta property=\"og:locale\" content=\"ru_RU\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u041e \u0431\u0435\u0434\u043d\u043e\u043c SLM'\u0435 \u0437\u0430\u043c\u043e\u043b\u0432\u0438\u0442\u0435 \u0441\u043b\u043e\u0432\u043e – Digital Enterprise\" \/>\n<meta property=\"og:description\" content=\"\u0427\u0438\u0442\u0430\u044f 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