{"id":33279,"date":"2020-09-21T09:06:59","date_gmt":"2020-09-21T06:06:59","guid":{"rendered":"https:\/\/cleverics.ru\/digital\/?p=33279"},"modified":"2020-09-21T10:28:13","modified_gmt":"2020-09-21T07:28:13","slug":"opredelyaem-polyus-potrebitelya","status":"publish","type":"post","link":"https:\/\/cleverics.ru\/digital\/2020\/09\/opredelyaem-polyus-potrebitelya\/","title":{"rendered":"\u041e\u043f\u0440\u0435\u0434\u0435\u043b\u044f\u0435\u043c \u043f\u043e\u043b\u044e\u0441 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f"},"content":{"rendered":"\n<p><a href=\"https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2020\/09\/ITIL_DSV_Figure-2.1-The-Disney-Institute-compass-model.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-full wp-image-33280\" src=\"https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2020\/09\/ITIL_DSV_Figure-2.1-The-Disney-Institute-compass-model.jpg\" alt=\"\" width=\"2020\" height=\"1530\" srcset=\"https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2020\/09\/ITIL_DSV_Figure-2.1-The-Disney-Institute-compass-model.jpg 2020w, https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2020\/09\/ITIL_DSV_Figure-2.1-The-Disney-Institute-compass-model-300x227.jpg 300w, https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2020\/09\/ITIL_DSV_Figure-2.1-The-Disney-Institute-compass-model-1024x776.jpg 1024w, https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2020\/09\/ITIL_DSV_Figure-2.1-The-Disney-Institute-compass-model-768x582.jpg 768w, https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2020\/09\/ITIL_DSV_Figure-2.1-The-Disney-Institute-compass-model-1536x1163.jpg 1536w\" sizes=\"auto, (max-width: 2020px) 100vw, 2020px\" \/><\/a><\/p>\n<p>\u041f\u0440\u0438 \u0430\u043d\u0430\u043b\u0438\u0437\u0435 \u0438 \u043f\u043e\u0441\u0442\u0440\u043e\u0435\u043d\u0438\u0438 &#171;\u043f\u0443\u0442\u0435\u0448\u0435\u0441\u0442\u0432\u0438\u044f \u0437\u0430\u043a\u0430\u0437\u0447\u0438\u043a\u0430&#187; (customer journey) \u043e\u0434\u043d\u043e\u0439 \u0438\u0437 \u0432\u0430\u0436\u043d\u0435\u0439\u0448\u0438\u0445 \u0437\u0430\u0434\u0430\u0447 \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u043f\u043e\u043b\u0443\u0447\u0435\u043d\u0438\u0435 \u043e\u0442\u0432\u0435\u0442\u043e\u0432 \u043d\u0430 \u0440\u044f\u0434 \u0432\u043e\u043f\u0440\u043e\u0441\u043e\u0432, \u0430 \u0438\u043c\u0435\u043d\u043d\u043e: \u043a\u0442\u043e \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u043e \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u043d\u0430\u0448\u0438\u043c \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u0435\u043c? \u0447\u0442\u043e \u0438\u0445 \u043c\u043e\u0442\u0438\u0432\u0438\u0440\u0443\u0435\u0442? \u0447\u0435\u0433\u043e \u043e\u043d\u0438 \u0445\u043e\u0442\u044f\u0442 \u0434\u043e\u0441\u0442\u0438\u0447\u044c? \u043a\u0430\u043a\u043e\u0432\u044b \u0444\u0443\u043d\u0434\u0430\u043c\u0435\u043d\u0442\u0430\u043b\u044c\u043d\u044b\u0435 \u0444\u0430\u043a\u0442\u043e\u0440\u044b \u0438\u0445 \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u0438?<\/p>\n<p>\u0418\u043d\u0441\u0442\u0438\u0442\u0443\u0442 Disney \u043f\u0440\u0435\u0434\u043b\u0430\u0433\u0430\u0435\u0442 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u044c \u0434\u043b\u044f \u0440\u0435\u0448\u0435\u043d\u0438\u044f \u0434\u0430\u043d\u043d\u043e\u0439 \u0437\u0430\u0434\u0430\u0447\u0438 \u043c\u043e\u0434\u0435\u043b\u044c Compass Model, \u043a\u043e\u0442\u043e\u0440\u0430\u044f \u043a\u043e\u043d\u0441\u043f\u0435\u043a\u0442\u0438\u0432\u043d\u043e \u0437\u0430\u0442\u0440\u0430\u0433\u0438\u0432\u0430\u0435\u0442\u0441\u044f \u0432 \u043a\u0443\u0440\u0441\u0435 ITIL 4 Drive stakeholder value. \u0421\u0443\u0442\u044c \u043c\u043e\u0434\u0435\u043b\u0438 \u0437\u0430\u043a\u043b\u044e\u0447\u0430\u0435\u0442\u0441\u044f \u0432 \u0442\u043e\u043c, \u0447\u0442\u043e\u0431\u044b \u0441\u0442\u0440\u0443\u043a\u0442\u0443\u0440\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u043f\u043e\u0440\u0442\u0440\u0435\u0442 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f \u043f\u043e \u0447\u0435\u0442\u044b\u0440\u0451\u043c &#171;\u0441\u0442\u043e\u0440\u043e\u043d\u0430\u043c \u0441\u0432\u0435\u0442\u0430&#187;: \u0421\u0435\u0432\u0435\u0440 &#8212; \u044d\u0442\u043e \u043f\u043e\u0442\u0440\u0435\u0431\u043d\u043e\u0441\u0442\u0438, \u0442\u043e \u0435\u0441\u0442\u044c \u043e\u0441\u043d\u043e\u0432\u043d\u044b\u0435 \u043f\u0440\u0438\u0447\u0438\u043d\u044b, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u043f\u043e\u0434\u0442\u0430\u043b\u043a\u0438\u0432\u0430\u044e\u0442 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f \u043a \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u0451\u043d\u043d\u043e\u043c\u0443 \u0432\u044b\u0431\u043e\u0440\u0443; \u0417\u0430\u043f\u0430\u0434 &#8212; \u0436\u0435\u043b\u0430\u043d\u0438\u044f, \u043f\u0440\u0435\u0434\u0441\u0442\u0430\u0432\u043b\u044f\u044e\u0449\u0438\u0435 \u0438\u0437 \u0441\u0435\u0431\u044f \u043c\u0435\u043d\u0435\u0435 \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u044b\u0435, \u0441\u043a\u0440\u044b\u0442\u044b\u0435, \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e, \u0438 \u043e\u0442 \u0441\u0430\u043c\u043e\u0433\u043e \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f, \u0446\u0435\u043b\u0438 (\u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043d\u043e, \u0447\u0442\u043e \u0436\u0435\u043b\u0430\u043d\u0438\u044f \u0441\u0432\u044f\u0437\u0430\u043d\u044b \u0441 \u0417\u0430\u043f\u0430\u0434\u043e\u043c &#8212; \u0437\u0434\u0435\u0441\u044c \u0441\u043c\u0430\u0439\u043b\u0438\u043a); \u042e\u0433 &#8212; \u0441\u0442\u0435\u0440\u0435\u043e\u0442\u0438\u043f\u044b, \u043e\u0442\u0440\u0430\u0436\u0430\u044e\u0449\u0438\u0435 \u043f\u0440\u0435\u0434\u0432\u0437\u044f\u0442\u043e\u0441\u0442\u044c \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f \u0432 \u043e\u0442\u043d\u043e\u0448\u0435\u043d\u0438\u0438 \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u043e\u0439 \u0441\u0438\u0442\u0443\u0430\u0446\u0438\u0438 \u0432 \u0440\u0430\u043c\u043a\u0430\u0445 \u0435\u0433\u043e \u043e\u043f\u044b\u0442\u0430; \u0412\u043e\u0441\u0442\u043e\u043a &#8212; \u044d\u043c\u043e\u0446\u0438\u0438, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u043f\u0440\u043e\u044f\u0432\u043b\u044f\u0435\u0442 \u0438\u043b\u0438 \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e \u043f\u0440\u043e\u044f\u0432\u0438\u0442 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044c. \u041f\u0440\u0430\u043a\u0442\u0438\u0447\u0435\u0441\u043a\u043e\u0435 \u043f\u0440\u0438\u043c\u0435\u043d\u0435\u043d\u0438\u0435 \u043e\u043f\u0438\u0441\u0430\u043d\u043d\u043e\u0439 \u043c\u043e\u0434\u0435\u043b\u0438 \u044f\u0432\u043d\u043e \u0442\u0440\u0435\u0431\u0443\u0435\u0442 \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u0451\u043d\u043d\u043e\u0439 \u0442\u0440\u0435\u043d\u0438\u0440\u043e\u0432\u043a\u0438. \u0412\u043e\u0437\u043d\u0438\u043a\u043b\u0430 \u043c\u044b\u0441\u043b\u044c, \u043f\u043e\u0447\u0435\u043c\u0443 \u0431\u044b \u0441\u043e\u0432\u043c\u0435\u0441\u0442\u043d\u043e \u0441 \u0432\u0430\u043c\u0438, \u0443\u0432\u0430\u0436\u0430\u0435\u043c\u044b\u0435 \u0447\u0438\u0442\u0430\u0442\u0435\u043b\u0438 \u043f\u043e\u0440\u0442\u0430\u043b\u0430, \u043d\u0435 \u043f\u043e\u0443\u043f\u0440\u0430\u0436\u043d\u044f\u0442\u044c\u0441\u044f \u0432 \u043e\u043f\u0438\u0441\u0430\u043d\u0438\u0438 \u0442\u0430\u043a\u0438\u0445 &#171;\u043a\u043e\u043c\u043f\u0430\u0441\u043e\u0432&#187; \u0434\u043b\u044f \u0440\u0430\u0437\u043d\u044b\u0445 \u0441\u0438\u0442\u0443\u0430\u0446\u0438\u0439.<\/p>\n<p>\u0412 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0435 \u043f\u0440\u043e\u0441\u0442\u043e\u0433\u043e \u043f\u0440\u0438\u043c\u0435\u0440\u0430 \u0440\u0430\u0437\u043b\u043e\u0436\u0438\u043c \u0443\u0441\u043b\u0443\u0433\u0443 \u0442\u0430\u043a\u0441\u0438 \u0441 \u0442\u043e\u0447\u043a\u0438 \u0437\u0440\u0435\u043d\u0438\u044f \u0447\u0435\u043b\u043e\u0432\u0435\u043a\u0430, \u043e\u0442\u043f\u0440\u0430\u0432\u043b\u044f\u044e\u0449\u0435\u0433\u043e\u0441\u044f \u0432 \u043a\u043e\u043c\u0430\u043d\u0434\u0438\u0440\u043e\u0432\u043a\u0443.<\/p>\n<p>\u0421\u0435\u0432\u0435\u0440 (\u043f\u043e\u0442\u0440\u0435\u0431\u043d\u043e\u0441\u0442\u0438) &#8212; \u043c\u043d\u0435 \u043d\u0435\u043e\u0431\u0445\u043e\u0434\u0438\u043c\u043e \u0434\u043e\u0431\u0440\u0430\u0442\u044c\u0441\u044f \u0438\u0437 \u0430\u044d\u0440\u043e\u043f\u043e\u0440\u0442\u0430 \u0432 \u043f\u0443\u043d\u043a\u0442 \u043d\u0430\u0437\u043d\u0430\u0447\u0435\u043d\u0438\u044f.<\/p>\n<p>\u0417\u0430\u043f\u0430\u0434 (\u0436\u0435\u043b\u0430\u043d\u0438\u044f) &#8212; \u044f \u0431\u044b \u0445\u043e\u0442\u0435\u043b, \u0447\u0442\u043e\u0431\u044b \u0442\u0430\u043a\u0441\u0438 \u043f\u0440\u0438\u0431\u044b\u043b\u043e \u0431\u0435\u0437 \u043e\u043f\u043e\u0437\u0434\u0430\u043d\u0438\u0439, \u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044c \u0431\u044b\u043b \u0432\u0435\u0436\u043b\u0438\u0432, \u043a\u043e\u043c\u0444\u043e\u0440\u0442\u043d\u043e \u0432\u0451\u043b \u043c\u0430\u0448\u0438\u043d\u0443, \u0432\u043a\u043b\u044e\u0447\u0438\u043b \u043f\u0440\u0438\u044f\u0442\u043d\u0443\u044e \u043c\u0443\u0437\u044b\u043a\u0443 \u0438 \u043d\u0435 \u0434\u043e\u043a\u0443\u0447\u0430\u043b \u0440\u0430\u0437\u0433\u043e\u0432\u043e\u0440\u0430\u043c\u0438.<\/p>\n<p>\u042e\u0433 (\u0441\u0442\u0435\u0440\u0435\u043e\u0442\u0438\u043f\u044b) &#8212; \u0442\u0430\u043a\u0441\u0438\u0441\u0442\u044b \u043d\u0430 \u0442\u0430\u0440\u0438\u0444\u0435 &#171;\u042d\u043a\u043e\u043d\u043e\u043c&#187; \u0447\u0430\u0441\u0442\u043e \u043f\u043e\u0434\u0430\u044e\u0442 \u043c\u0430\u0448\u0438\u043d\u0443 \u0432 \u043d\u0435\u043f\u0440\u0430\u0432\u0438\u043b\u044c\u043d\u0443\u044e \u0442\u043e\u0447\u043a\u0443, \u0432\u0441\u0451 \u0432\u0440\u0435\u043c\u044f \u0440\u0435\u0437\u043a\u043e \u0443\u0441\u043a\u043e\u0440\u044f\u044e\u0442\u0441\u044f \u0438 \u0442\u043e\u0440\u043c\u043e\u0437\u044f\u0442, \u0430 \u0442\u0430\u043a\u0436\u0435 \u0431\u044b\u0432\u0430\u044e\u0442 \u043d\u0430\u0432\u044f\u0437\u0447\u0438\u0432\u044b \u0438\u043b\u0438 \u0432\u043a\u043b\u044e\u0447\u0430\u044e\u0442 \u0440\u0430\u0437\u0434\u0440\u0430\u0436\u0430\u044e\u0449\u0443\u044e \u043c\u0443\u0437\u044b\u043a\u0443.<\/p>\n<p>\u0412\u043e\u0441\u0442\u043e\u043a (\u044d\u043c\u043e\u0446\u0438\u0438) &#8212; \u044f \u0447\u0443\u0432\u0441\u0442\u0432\u0443\u044e \u0441\u0435\u0431\u044f \u043d\u0435\u043a\u043e\u043c\u0444\u043e\u0440\u0442\u043d\u043e, \u0433\u043e\u0442\u043e\u0432\u044f\u0441\u044c \u043a \u043f\u043e\u0435\u0437\u0434\u043a\u0435, \u0442\u0430\u043a \u043a\u0430\u043a \u0437\u0430\u0440\u0430\u043d\u0435\u0435 \u043f\u0440\u0435\u0434\u043f\u043e\u043b\u0430\u0433\u0430\u044e \u043d\u0435\u0433\u0430\u0442\u0438\u0432 (\u043d\u0430\u043f\u0440\u0438\u043c\u0435\u0440, \u0442\u0430\u043a\u0441\u0438\u0441\u0442 \u043e\u043a\u0430\u0436\u0435\u0442\u0441\u044f \u043f\u043e\u0434\u0445\u043e\u0434\u044f\u0449\u0438\u043c \u043f\u043e\u0434 \u043c\u043e\u0438 \u0441\u0442\u0435\u0440\u0435\u043e\u0442\u0438\u043f\u044b), \u0430 \u043c\u043d\u0435 \u043d\u0430 \u0441\u043b\u0435\u0434\u0443\u044e\u0449\u0438\u0439 \u0434\u0435\u043d\u044c \u0441 \u0443\u0442\u0440\u0430 \u043f\u0440\u043e\u0432\u043e\u0434\u0438\u0442\u044c \u0432\u0430\u0436\u043d\u0443\u044e \u0432\u0441\u0442\u0440\u0435\u0447\u0443.<\/p>\n<p>\u041e\u0441\u043d\u043e\u0432\u043d\u043e\u0439 \u0432\u043e\u043f\u0440\u043e\u0441, \u043a\u043e\u0442\u043e\u0440\u044b\u0439, \u043d\u0430\u0432\u0435\u0440\u043d\u043e\u0435, \u0432\u043e\u0437\u043d\u0438\u043a\u0430\u0435\u0442 \u043f\u0440\u0438 \u0432\u0437\u0433\u043b\u044f\u0434\u0435 \u043d\u0430 \u0434\u0430\u043d\u043d\u044b\u0439 \u0441\u043f\u0438\u0441\u043e\u043a &#8212; &#171;\u0418 \u0447\u0442\u043e \u0441 \u044d\u0442\u0438\u043c \u0434\u0430\u043b\u044c\u0448\u0435 \u0434\u0435\u043b\u0430\u0442\u044c?&#187;. \u042f \u0442\u0430\u043a \u043f\u043e\u043d\u0438\u043c\u0430\u044e, \u0447\u0442\u043e \u0430\u0441\u043f\u0435\u043a\u0442\u044b &#171;\u0421\u0435\u0432\u0435\u0440&#187; \u0438 &#171;\u0417\u0430\u043f\u0430\u0434&#187; \u043f\u043e\u043c\u043e\u0433\u0430\u044e\u0442 \u0441\u0444\u043e\u0440\u043c\u0443\u043b\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u044b \u0434\u043b\u044f \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f, \u0430 \u0430\u0441\u043f\u0435\u043a\u0442\u044b &#171;\u042e\u0433&#187; \u0438 &#171;\u0412\u043e\u0441\u0442\u043e\u043a&#187; \u043f\u043e\u043c\u043e\u0433\u0430\u044e\u0442 \u043f\u043e\u043d\u044f\u0442\u044c, \u0447\u0442\u043e \u043d\u0443\u0436\u043d\u043e \u0434\u0435\u043b\u0430\u0442\u044c, \u0447\u0442\u043e\u0431\u044b \u043f\u0440\u0435\u0432\u043e\u0441\u0445\u043e\u0434\u0438\u0442\u044c \u043e\u0436\u0438\u0434\u0430\u043d\u0438\u044f. \u041d\u0430\u043c \u0442\u0430\u043a\u0430\u044f \u0433\u0440\u0430\u0434\u0430\u0446\u0438\u044f \u0432\u0435\u0441\u044c\u043c\u0430 \u043f\u043e\u043b\u0435\u0437\u043d\u0430 \u043f\u0440\u0438 &#171;\u0440\u0430\u0441\u043a\u043b\u0430\u0434\u044b\u0432\u0430\u043d\u0438\u0438&#187; \u0443\u0441\u043b\u0443\u0433\u0438 \u0432 \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0438\u0438 \u0441 \u043a\u043e\u043d\u0446\u0435\u043f\u0446\u0438\u0435\u0439, \u043e\u043f\u0438\u0441\u0430\u043d\u043d\u043e\u0439 \u0432 ITIL(R)4, \u043d\u0430 \u0432\u044b\u0445\u043e\u0434\u044b (output), \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u044b (outcome) \u0438 \u0446\u0435\u043d\u043d\u043e\u0441\u0442\u044c (value).<\/p>\n<p>\u0427\u0442\u043e \u0441\u043a\u0430\u0436\u0435\u0442\u0435, \u043a\u043e\u043b\u043b\u0435\u0433\u0438, \u043d\u0430 \u043f\u0440\u0435\u0434\u043b\u043e\u0436\u0435\u043d\u0438\u0435 \u0440\u0430\u0437\u043b\u043e\u0436\u0438\u0442\u044c &#171;\u043f\u043e \u0441\u0442\u043e\u0440\u043e\u043d\u0430\u043c \u0441\u0432\u0435\u0442\u0430&#187; \u043a\u0430\u043a\u0438\u0435-\u043d\u0438\u0431\u0443\u0434\u044c \u0418\u0422-\u0443\u0441\u043b\u0443\u0433\u0438, \u043c\u043e\u0436\u043d\u043e \u0431\u043b\u0438\u0436\u0435 \u043a \u0432\u0430\u0448\u0435\u043c\u0443 \u043a\u043e\u043d\u0442\u0435\u043a\u0441\u0442\u0443? \u041d\u0430\u043f\u0440\u0438\u043c\u0435\u0440, \u043e\u0431\u0449\u0435\u043a\u043e\u0440\u043f\u043e\u0440\u0430\u0442\u0438\u0432\u043d\u044b\u0435, \u043a\u0430\u043a \u044d\u043b\u0435\u043a\u0442\u0440\u043e\u043d\u043d\u0430\u044f \u043f\u043e\u0447\u0442\u0430, \u0438\u043b\u0438 \u0431\u0438\u0437\u043d\u0435\u0441-\u0443\u0441\u043b\u0443\u0433\u0438, \u043a\u0430\u043a &#171;\u0418\u0422-\u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0435\u043d\u0438\u0435 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0430 \u0432\u044b\u0434\u0430\u0447\u0438 \u043a\u0440\u0435\u0434\u0438\u0442\u043e\u0432 \u0444\u0438\u0437\u043b\u0438\u0446\u0430\u043c&#187;?<\/p>\n<p>\u041e\u0431\u0441\u0443\u0434\u0438\u043c?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u041f\u0440\u0438 \u0430\u043d\u0430\u043b\u0438\u0437\u0435 \u0438 \u043f\u043e\u0441\u0442\u0440\u043e\u0435\u043d\u0438\u0438 &#171;\u043f\u0443\u0442\u0435\u0448\u0435\u0441\u0442\u0432\u0438\u044f \u0437\u0430\u043a\u0430\u0437\u0447\u0438\u043a\u0430&#187; (customer journey) \u043e\u0434\u043d\u043e\u0439 \u0438\u0437 \u0432\u0430\u0436\u043d\u0435\u0439\u0448\u0438\u0445 \u0437\u0430\u0434\u0430\u0447 \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u043f\u043e\u043b\u0443\u0447\u0435\u043d\u0438\u0435 \u043e\u0442\u0432\u0435\u0442\u043e\u0432 \u043d\u0430 \u0440\u044f\u0434 \u0432\u043e\u043f\u0440\u043e\u0441\u043e\u0432, \u0430 \u0438\u043c\u0435\u043d\u043d\u043e: \u043a\u0442\u043e \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u043e \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u043d\u0430\u0448\u0438\u043c \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u0435\u043c? \u0447\u0442\u043e \u0438\u0445 \u043c\u043e\u0442\u0438\u0432\u0438\u0440\u0443\u0435\u0442? \u0447\u0435\u0433\u043e \u043e\u043d\u0438 \u0445\u043e\u0442\u044f\u0442 \u0434\u043e\u0441\u0442\u0438\u0447\u044c? \u043a\u0430\u043a\u043e\u0432\u044b \u0444\u0443\u043d\u0434\u0430\u043c\u0435\u043d\u0442\u0430\u043b\u044c\u043d\u044b\u0435 \u0444\u0430\u043a\u0442\u043e\u0440\u044b \u0438\u0445 \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u0438? \u0418\u043d\u0441\u0442\u0438\u0442\u0443\u0442 Disney \u043f\u0440\u0435\u0434\u043b\u0430\u0433\u0430\u0435\u0442 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u044c \u0434\u043b\u044f \u0440\u0435\u0448\u0435\u043d\u0438\u044f \u0434\u0430\u043d\u043d\u043e\u0439 \u0437\u0430\u0434\u0430\u0447\u0438 \u043c\u043e\u0434\u0435\u043b\u044c Compass Model, \u043a\u043e\u0442\u043e\u0440\u0430\u044f \u043a\u043e\u043d\u0441\u043f\u0435\u043a\u0442\u0438\u0432\u043d\u043e \u0437\u0430\u0442\u0440\u0430\u0433\u0438\u0432\u0430\u0435\u0442\u0441\u044f \u0432 \u043a\u0443\u0440\u0441\u0435 ITIL 4 Drive stakeholder value. \u0421\u0443\u0442\u044c \u043c\u043e\u0434\u0435\u043b\u0438 \u0437\u0430\u043a\u043b\u044e\u0447\u0430\u0435\u0442\u0441\u044f \u0432 \u0442\u043e\u043c, \u0447\u0442\u043e\u0431\u044b \u0441\u0442\u0440\u0443\u043a\u0442\u0443\u0440\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u043f\u043e\u0440\u0442\u0440\u0435\u0442 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f \u043f\u043e \u0447\u0435\u0442\u044b\u0440\u0451\u043c &#171;\u0441\u0442\u043e\u0440\u043e\u043d\u0430\u043c \u0441\u0432\u0435\u0442\u0430&#187;: \u0421\u0435\u0432\u0435\u0440 &#8212; \u044d\u0442\u043e \u043f\u043e\u0442\u0440\u0435\u0431\u043d\u043e\u0441\u0442\u0438, \u0442\u043e \u0435\u0441\u0442\u044c \u043e\u0441\u043d\u043e\u0432\u043d\u044b\u0435 \u043f\u0440\u0438\u0447\u0438\u043d\u044b, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u043f\u043e\u0434\u0442\u0430\u043b\u043a\u0438\u0432\u0430\u044e\u0442 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f \u043a \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u0451\u043d\u043d\u043e\u043c\u0443 \u0432\u044b\u0431\u043e\u0440\u0443; \u0417\u0430\u043f\u0430\u0434 &#8212; \u0436\u0435\u043b\u0430\u043d\u0438\u044f, \u043f\u0440\u0435\u0434\u0441\u0442\u0430\u0432\u043b\u044f\u044e\u0449\u0438\u0435 \u0438\u0437 \u0441\u0435\u0431\u044f \u043c\u0435\u043d\u0435\u0435 \u043a\u043e\u043d\u043a\u0440\u0435\u0442\u043d\u044b\u0435, \u0441\u043a\u0440\u044b\u0442\u044b\u0435, \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e, \u0438 \u043e\u0442 \u0441\u0430\u043c\u043e\u0433\u043e \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f, \u0446\u0435\u043b\u0438&#8230;<\/p>\n","protected":false},"author":23,"featured_media":33280,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,300],"tags":[],"class_list":["post-33279","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil","category-stand-up-for-itil"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u041e\u043f\u0440\u0435\u0434\u0435\u043b\u044f\u0435\u043c \u043f\u043e\u043b\u044e\u0441 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f &#8211; Digital Enterprise<\/title>\n<meta name=\"description\" content=\"\u041f\u0440\u0438 \u0430\u043d\u0430\u043b\u0438\u0437\u0435 \u0438 \u043f\u043e\u0441\u0442\u0440\u043e\u0435\u043d\u0438\u0438 &quot;\u043f\u0443\u0442\u0435\u0448\u0435\u0441\u0442\u0432\u0438\u044f \u0437\u0430\u043a\u0430\u0437\u0447\u0438\u043a\u0430&quot; (customer journey) \u043e\u0434\u043d\u043e\u0439 \u0438\u0437 \u0432\u0430\u0436\u043d\u0435\u0439\u0448\u0438\u0445 \u0437\u0430\u0434\u0430\u0447 \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u043f\u043e\u043b\u0443\u0447\u0435\u043d\u0438\u0435 \u043e\u0442\u0432\u0435\u0442\u043e\u0432 \u043d\u0430 \u0440\u044f\u0434 \u0432\u043e\u043f\u0440\u043e\u0441\u043e\u0432, \u0430 \u0438\u043c\u0435\u043d\u043d\u043e: \u043a\u0442\u043e\" \/>\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\/09\/opredelyaem-polyus-potrebitelya\/\" \/>\n<meta property=\"og:locale\" content=\"ru_RU\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u041e\u043f\u0440\u0435\u0434\u0435\u043b\u044f\u0435\u043c \u043f\u043e\u043b\u044e\u0441 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f &#8211; Digital Enterprise\" \/>\n<meta property=\"og:description\" content=\"\u041f\u0440\u0438 \u0430\u043d\u0430\u043b\u0438\u0437\u0435 \u0438 \u043f\u043e\u0441\u0442\u0440\u043e\u0435\u043d\u0438\u0438 &quot;\u043f\u0443\u0442\u0435\u0448\u0435\u0441\u0442\u0432\u0438\u044f \u0437\u0430\u043a\u0430\u0437\u0447\u0438\u043a\u0430&quot; (customer journey) \u043e\u0434\u043d\u043e\u0439 \u0438\u0437 \u0432\u0430\u0436\u043d\u0435\u0439\u0448\u0438\u0445 \u0437\u0430\u0434\u0430\u0447 \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u043f\u043e\u043b\u0443\u0447\u0435\u043d\u0438\u0435 \u043e\u0442\u0432\u0435\u0442\u043e\u0432 \u043d\u0430 \u0440\u044f\u0434 \u0432\u043e\u043f\u0440\u043e\u0441\u043e\u0432, \u0430 \u0438\u043c\u0435\u043d\u043d\u043e: \u043a\u0442\u043e\" \/>\n<meta property=\"og:url\" content=\"https:\/\/cleverics.ru\/digital\/2020\/09\/opredelyaem-polyus-potrebitelya\/\" \/>\n<meta property=\"og:site_name\" content=\"Digital Enterprise\" \/>\n<meta property=\"article:published_time\" content=\"2020-09-21T06:06:59+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-09-21T07:28:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cleverics.ru\/digital\/wp-content\/uploads\/2020\/09\/ITIL_DSV_Figure-2.1-The-Disney-Institute-compass-model.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2020\" \/>\n\t<meta property=\"og:image:height\" content=\"1530\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"\u0410\u0440\u0442\u0451\u043c \u041c\u0443\u043a\u043e\u0441\u0435\u0435\u0432\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@realitsm_portal\" \/>\n<meta name=\"twitter:site\" content=\"@realitsm_portal\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/cleverics.ru\\\/digital\\\/2020\\\/09\\\/opredelyaem-polyus-potrebitelya\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/cleverics.ru\\\/digital\\\/2020\\\/09\\\/opredelyaem-polyus-potrebitelya\\\/\"},\"author\":{\"name\":\"\u0410\u0440\u0442\u0451\u043c 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