{"id":32713,"date":"2020-06-29T05:23:45","date_gmt":"2020-06-29T02:23:45","guid":{"rendered":"https:\/\/realitsm.ru\/?p=32713"},"modified":"2020-06-29T05:28:55","modified_gmt":"2020-06-29T02:28:55","slug":"incident-management-and-user-satisfaction","status":"publish","type":"post","link":"https:\/\/cleverics.ru\/digital\/2020\/06\/incident-management-and-user-satisfaction\/","title":{"rendered":"\u0423\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u044c \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438"},"content":{"rendered":"\n<p>\u041e\u0434\u043d\u0438\u043c \u0438\u0437 \u0432\u0430\u0436\u043d\u044b\u0445 \u0431\u043b\u043e\u043a\u043e\u0432 \u043a\u043d\u0438\u0433\u0438 \u0438 \u043a\u0443\u0440\u0441\u0430 <a href=\"https:\/\/cleverics.ru\/education\/itil-4\/itil4-dpi\">ITIL\u00ae 4 Direct, Plan and Improve (DPI)<\/a> \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u043f\u043e\u0434\u0445\u043e\u0434 \u043a 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\u043d\u0438\u0437\u043a\u0438\u043c. \u041d\u043e \u0432\u0435\u0440\u043d\u043e \u0438 \u043e\u0431\u0440\u0430\u0442\u043d\u043e\u0435 \u0443\u0442\u0432\u0435\u0440\u0436\u0434\u0435\u043d\u0438\u0435. \u0415\u0441\u043b\u0438 \u0441\u0435\u0440\u0432\u0438\u0441-\u043f\u0440\u043e\u0432\u0430\u0439\u0434\u0435\u0440 \u043d\u0435 \u0443\u043f\u0440\u0430\u0432\u043b\u044f\u0435\u0442 \u044d\u0442\u043e\u0439 \u0441\u0442\u043e\u0440\u043e\u043d\u043e\u0439 Incident Management, \u0442\u043e \u0441\u0435\u0440\u044c\u0451\u0437\u043d\u044b\u0435 \u0432\u043b\u043e\u0436\u0435\u043d\u0438\u044f \u0432 \u043f\u0440\u043e\u0435\u043a\u0442\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u0435, \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u043a\u0443 \u0438 \u0432\u043d\u0435\u0434\u0440\u0435\u043d\u0438\u0435 \u0443\u0441\u043b\u0443\u0433 \u043c\u043e\u0433\u0443\u0442 \u043d\u0435 \u0434\u0430\u0442\u044c \u0436\u0435\u043b\u0430\u0435\u043c\u043e\u0433\u043e \u0443\u0440\u043e\u0432\u043d\u044f \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u0438.<\/p>\n<p>\u041f\u043e\u0447\u0435\u043c\u0443 \u0436\u0435 \u043e\u0431 \u044d\u0442\u043e\u043c \u0447\u0430\u0441\u0442\u043e \u0437\u0430\u0431\u044b\u0432\u0430\u044e\u0442?<\/p>\n<p>\u041e\u0442\u0447\u0430\u0441\u0442\u0438 \u0432 \u044d\u0442\u043e\u043c, \u0432\u0438\u0434\u0438\u043c\u043e, \u00ab\u0432\u0438\u043d\u043e\u0432\u0430\u0442\u0430\u00bb \u0444\u043e\u0440\u043c\u0443\u043b\u0438\u0440\u043e\u0432\u043a\u0430 \u043d\u0430\u0437\u043d\u0430\u0447\u0435\u043d\u0438\u044f \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438: \u00ab\u041c\u0438\u043d\u0438\u043c\u0438\u0437\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u043d\u0435\u0433\u0430\u0442\u0438\u0432\u043d\u043e\u0435 \u0432\u043b\u0438\u044f\u043d\u0438\u0435 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u043e\u0432, \u0432\u043e\u0441\u0441\u0442\u0430\u043d\u0430\u0432\u043b\u0438\u0432\u0430\u044f \u043d\u043e\u0440\u043c\u0430\u043b\u044c\u043d\u0443\u044e \u0440\u0430\u0431\u043e\u0442\u0443 \u0443\u0441\u043b\u0443\u0433 \u043a\u0430\u043a \u043c\u043e\u0436\u043d\u043e \u0431\u044b\u0441\u0442\u0440\u0435\u0435\u00bb (\u00abThe purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible\u00bb [2.1 Purpose and Description, Incident Management ITIL4 Practice Guide]). \u042f\u0432\u043d\u044b\u043c \u043e\u0431\u0440\u0430\u0437\u043e\u043c \u0438\u0437 \u044d\u0442\u043e\u0439 \u0444\u043e\u0440\u043c\u0443\u043b\u0438\u0440\u043e\u0432\u043a\u0438 \u0441\u043b\u0435\u0434\u0443\u0435\u0442 \u043b\u0438\u0448\u044c \u0442\u0440\u0435\u0431\u043e\u0432\u0430\u043d\u0438\u0435 \u043a \u0441\u043a\u043e\u0440\u043e\u0441\u0442\u0438 \u0440\u0435\u0448\u0435\u043d\u0438\u044f \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u043e\u0432, \u0441 \u043a\u043e\u0442\u043e\u0440\u043e\u0439 \u043c\u044b \u043d\u0430\u0447\u0430\u043b\u0438. \u0420\u0430\u0437\u0443\u043c\u0435\u0435\u0442\u0441\u044f, \u0432 \u0434\u0430\u043b\u044c\u043d\u0435\u0439\u0448\u0435\u043c \u0442\u0435\u043a\u0441\u0442\u0435 \u043f\u0443\u0431\u043b\u0438\u043a\u0430\u0446\u0438\u0438 \u0433\u043e\u0432\u043e\u0440\u0438\u0442\u0441\u044f \u0438 \u043f\u0440\u043e \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u044c.<\/p>\n<p>\u041a\u0441\u0442\u0430\u0442\u0438, \u0430\u043d\u0430\u043b\u043e\u0433\u0438\u0447\u043d\u0430\u044f \u0441\u0438\u0442\u0443\u0430\u0446\u0438\u044f \u0431\u044b\u043b\u0430 \u0438 \u0432 ITIL \u043f\u0440\u0435\u0434\u044b\u0434\u0443\u0449\u0435\u0439 \u0432\u0435\u0440\u0441\u0438\u0438. \u041d\u0430\u0437\u043d\u0430\u0447\u0435\u043d\u0438\u0435 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438 \u0437\u0432\u0443\u0447\u0438\u0442 \u0442\u0430\u043a: \u00ab\u0412\u043e\u0441\u0441\u0442\u0430\u043d\u043e\u0432\u043b\u0435\u043d\u0438\u0435 \u043d\u043e\u0440\u043c\u0430\u043b\u044c\u043d\u043e\u0439 \u0440\u0430\u0431\u043e\u0442\u044b \u0443\u0441\u043b\u0443\u0433\u0438 \u0432 \u043a\u0440\u0430\u0442\u0447\u0430\u0439\u0448\u0438\u0435 \u0441\u0440\u043e\u043a\u0438 \u0438 \u043c\u0438\u043d\u0438\u043c\u0438\u0437\u0430\u0446\u0438\u044f \u043d\u0435\u0433\u0430\u0442\u0438\u0432\u043d\u043e\u0433\u043e \u0432\u043b\u0438\u044f\u043d\u0438\u044f \u043d\u0430 \u0440\u0430\u0431\u043e\u0442\u0443 \u0431\u0438\u0437\u043d\u0435\u0441\u0430\u00bb [\u0440\u0430\u0437\u0434\u0435\u043b 4.2.1.1 Purpose, \u043a\u043d\u0438\u0433\u0438 Service Operation, ITIL v3]. \u041d\u043e \u0441\u0440\u0435\u0434\u0438 \u043a\u043b\u044e\u0447\u0435\u0432\u044b\u0445 \u0437\u0430\u0434\u0430\u0447 \u0435\u0441\u0442\u044c \u0438 \u00ab\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u0430\u043d\u0438\u0435 \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u043e\u043c \u0418\u0422-\u0443\u0441\u043b\u0443\u0433\u00bb [\u0440\u0430\u0437\u0434\u0435\u043b 4.2.1.2 Objectives, \u043a\u043d\u0438\u0433\u0438 Service Operation, ITIL v3] <br>\u041f\u043e\u0445\u043e\u0436\u0443\u044e \u043a\u0430\u0440\u0442\u0438\u043d\u0443 \u043c\u043e\u0436\u043d\u043e \u0443\u0432\u0438\u0434\u0435\u0442\u044c \u0432 COBIT, ISO 20000, \u0432 \u043a\u043d\u0438\u0433\u0435 \u00ab<a href=\"https:\/\/cleverics.ru\/education\/timetable\/metrics-based-service-management\">\u0423\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0443\u0441\u043b\u0443\u0433\u0430\u043c\u0438 \u043d\u0430 \u043e\u0441\u043d\u043e\u0432\u0435 \u0438\u0437\u043c\u0435\u0440\u0435\u043d\u0438\u0439<\/a>\u00bb.<\/p>\n<p>\u0423\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438 \u0434\u0435\u0439\u0441\u0442\u0432\u0438\u0442\u0435\u043b\u044c\u043d\u043e \u0441\u0443\u0449\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u043e \u0432\u043b\u0438\u044f\u0435\u0442 \u043d\u0430 \u0443\u0440\u043e\u0432\u0435\u043d\u044c \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u0438 \u0443\u0441\u043b\u0443\u0433\u0430\u043c\u0438. \u041f\u043e\u044d\u0442\u043e\u043c\u0443 \u043e\u0431 \u044d\u0442\u043e\u043c \u0430\u0441\u043f\u0435\u043a\u0442\u0435 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438 \u0441\u0442\u043e\u0438\u0442 \u043f\u043e\u043c\u043d\u0438\u0442\u044c. \u0418 \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0443\u044e\u0449\u0438\u043c \u043e\u0431\u0440\u0430\u0437\u043e\u043c \u0430\u0434\u0430\u043f\u0442\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u0441\u0438\u0441\u0442\u0435\u043c\u0443 \u0438\u0437\u043c\u0435\u0440\u0435\u043d\u0438\u044f \u0438 \u043e\u0446\u0435\u043d\u043a\u0438. \u0412\u043e\u0437\u043c\u043e\u0436\u043d\u043e, \u0438\u043c\u0435\u0435\u0442 \u0441\u043c\u044b\u0441\u043b \u0441\u043a\u043e\u0440\u0440\u0435\u043a\u0442\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u043d\u0430\u0437\u043d\u0430\u0447\u0435\u043d\u0438\u0435 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438\/\u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u0442\u0430\u043a, \u0447\u0442\u043e\u0431\u044b \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u044c \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u043f\u0440\u0438\u0441\u0443\u0442\u0441\u0442\u0432\u043e\u0432\u0430\u043b\u0430 \u0432 \u043d\u0451\u043c \u044f\u0432\u043d\u043e.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u041e\u0434\u043d\u0438\u043c \u0438\u0437 \u0432\u0430\u0436\u043d\u044b\u0445 \u0431\u043b\u043e\u043a\u043e\u0432 \u043a\u043d\u0438\u0433\u0438 \u0438 \u043a\u0443\u0440\u0441\u0430 ITIL\u00ae 4 Direct, Plan and Improve (DPI) \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u043f\u043e\u0434\u0445\u043e\u0434 \u043a \u0444\u043e\u0440\u043c\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u044e \u0441\u0438\u0441\u0442\u0435\u043c\u044b \u0438\u0437\u043c\u0435\u0440\u0435\u043d\u0438\u044f \u0438 \u043e\u0446\u0435\u043d\u043a\u0438. \u0421\u043e\u0432\u0441\u0435\u043c \u043d\u0435\u0434\u0430\u0432\u043d\u043e \u043c\u043d\u0435 \u043f\u043e\u0432\u0435\u0437\u043b\u043e \u043f\u043e\u0431\u044b\u0432\u0430\u0442\u044c \u0443 \u043d\u0430\u0441 \u043d\u0430 \u044d\u0442\u043e\u043c \u043a\u0443\u0440\u0441\u0435 \u0432 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0435 \u0441\u043b\u0443\u0448\u0430\u0442\u0435\u043b\u044f. \u041f\u0440\u0438 \u0440\u0430\u0437\u0431\u043e\u0440\u0435 \u043c\u043e\u0434\u0435\u043b\u0438 \u043f\u043b\u0430\u043d\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u044f \u0438 \u043e\u0446\u0435\u043d\u043a\u0438 (Planning and evaluation model) \u043e\u0434\u043d\u0438\u043c \u0438\u0437 \u043f\u0440\u0438\u043c\u0435\u0440\u043e\u0432 \u0434\u043b\u044f \u043e\u0442\u0440\u0430\u0431\u043e\u0442\u043a\u0438 \u043f\u0440\u0438\u043c\u0435\u043d\u0435\u043d\u0438\u044f \u043c\u043e\u0434\u0435\u043b\u0438 \u0431\u044b\u043b\u0430 \u0432\u044b\u0431\u0440\u0430\u043d\u0430 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0430 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438 (Incident Management). \u0418 \u043a\u043e\u0433\u0434\u0430 \u043f\u043e\u0441\u043b\u0435 \u0432\u044b\u043f\u043e\u043b\u043d\u0435\u043d\u0438\u044f \u0443\u043f\u0440\u0430\u0436\u043d\u0435\u043d\u0438\u044f \u043c\u044b \u0440\u0430\u0441\u0441\u043c\u043e\u0442\u0440\u0435\u043b\u0438 \u043f\u0440\u0438\u043c\u0435\u0440\u044b KPI \u0438 PSF (Practice Success Factors, \u0444\u0430\u043a\u0442\u043e\u0440\u044b \u0443\u0441\u043f\u0435\u0445\u0430 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438 &#8212; \u00ab\u043a\u043e\u043c\u043f\u043b\u0435\u043a\u0441\u043d\u044b\u0435 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u044b\u0435 \u043a\u043e\u043c\u043f\u043e\u043d\u0435\u043d\u0442\u044b \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438, \u043d\u0435\u043e\u0431\u0445\u043e\u0434\u0438\u043c\u044b\u0435 \u0434\u043b\u044f \u0442\u043e\u0433\u043e, \u0447\u0442\u043e\u0431\u044b \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0430 \u0440\u0435\u0430\u043b\u0438\u0437\u043e\u0432\u044b\u0432\u0430\u043b\u0430 \u0441\u0432\u043e\u0451 \u043d\u0430\u0437\u043d\u0430\u0447\u0435\u043d\u0438\u0435\u00bb) \u0438\u0437 \u043f\u0443\u0431\u043b\u0438\u043a\u0430\u0446\u0438\u0438 \u00abIncident Management ITIL4 Practice Guide\u00bb, \u0432\u043e\u0437\u043d\u0438\u043a\u043b\u0430 \u0434\u0438\u0441\u043a\u0443\u0441\u0441\u0438\u044f, \u043a\u043e\u0442\u043e\u0440\u0443\u044e \u044f&#8230;<\/p>\n","protected":false},"author":28,"featured_media":32718,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[121,96,359,77,130],"tags":[],"class_list":["post-32713","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-governance","category-everything","category-insights","category-processes","category-incident-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ 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