{"id":38051,"date":"2022-10-07T14:24:25","date_gmt":"2022-10-07T11:24:25","guid":{"rendered":"https:\/\/cleverics.ru\/digital\/?p=38051"},"modified":"2022-12-12T16:47:07","modified_gmt":"2022-12-12T13:47:07","slug":"itsm-v-2023-godu-blizhe-chem-kazhetsya","status":"publish","type":"post","link":"https:\/\/cleverics.ru\/digital\/2022\/10\/itsm-v-2023-godu-blizhe-chem-kazhetsya\/","title":{"rendered":"ITSM \u0432 2023 \u0433\u043e\u0434\u0443 \u2014 \u0431\u043b\u0438\u0436\u0435, \u0447\u0435\u043c \u043a\u0430\u0436\u0435\u0442\u0441\u044f."},"content":{"rendered":"\n<p>\u0412\u043e\u0437\u043c\u043e\u0436\u043d\u043e, \u0432\u0430\u0448\u0430 \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f \u0443\u0436\u0435 \u043f\u0440\u043e\u0432\u0435\u043b\u0430 \u043f\u0435\u0440\u0432\u044b\u0439 \u0440\u0430\u0443\u043d\u0434 \u043f\u043b\u0430\u043d\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u044f \u0431\u044e\u0434\u0436\u0435\u0442\u0430 \u0434\u043b\u044f \u0418\u0422 \u043d\u0430 2023 \u0433\u043e\u0434. \u041f\u043e\u0434\u0443\u043c\u0430\u043b\u0438 \u043b\u0438 \u0432\u044b \u043e \u0442\u043e\u043c, \u043a\u0430\u043a \u043d\u0430\u0438\u0431\u043e\u043b\u0435\u0435 \u044d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\u043e \u0443\u043b\u0443\u0447\u0448\u0438\u0442\u044c \u0440\u0430\u0431\u043e\u0442\u0443 \u0438 \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u044b \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0418\u0422-\u0443\u0441\u043b\u0443\u0433\u0430\u043c\u0438 (ITSM) \u0432 \u0441\u043b\u0435\u0434\u0443\u044e\u0449\u0435\u043c \u0433\u043e\u0434\u0443? <\/p>\n\n\n\n<p>\u041a\u043e\u043d\u0435\u0447\u043d\u043e, \u0432 \u043f\u0435\u0440\u0432\u0443\u044e \u043e\u0447\u0435\u0440\u0435\u0434\u044c \u044d\u0442\u043e \u0434\u043e\u043b\u0436\u043d\u043e \u0431\u044b\u0442\u044c \u043e\u0431\u0443\u0441\u043b\u043e\u0432\u043b\u0435\u043d\u043e \u043f\u043e\u0442\u0440\u0435\u0431\u043d\u043e\u0441\u0442\u044f\u043c\u0438 \u0431\u0438\u0437\u043d\u0435\u0441\u0430, \u043d\u043e \u0438 \u043d\u0435\u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0442\u0435\u043d\u0434\u0435\u043d\u0446\u0438\u0438 ITSM \u0442\u043e\u0436\u0435 \u043c\u043e\u0433\u0443\u0442 \u0431\u044b\u0442\u044c \u0432 \u044d\u0442\u043e\u043c \u043f\u043e\u043b\u0435\u0437\u043d\u044b.<\/p>\n\n\n\n<p>\u0418\u0442\u0430\u043a, \u0447\u0442\u043e \u0432\u044b \u0445\u043e\u0442\u0438\u0442\u0435 \u0438\u0437\u043c\u0435\u043d\u0438\u0442\u044c \u0438\u043b\u0438 \u0443\u043b\u0443\u0447\u0448\u0438\u0442\u044c \u0432 \u0441\u043b\u0435\u0434\u0443\u044e\u0449\u0435\u043c \u0433\u043e\u0434\u0443 (\u0432 \u0442\u0435\u0440\u043c\u0438\u043d\u0430\u0445 ITSM)? \u042d\u0442\u043e \u043f\u043e\u0441\u0442\u0435\u043f\u0435\u043d\u043d\u044b\u0435 \u0438\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u044f \u0441 \u043e\u043f\u043e\u0440\u043e\u0439 \u043d\u0430 \u043f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e\u0433\u043e \u0441\u043e\u0432\u0435\u0440\u0448\u0435\u043d\u0441\u0442\u0432\u043e\u0432\u0430\u043d\u0438\u044f \u0438\u043b\u0438 \u0431\u043e\u043b\u0435\u0435 \u0440\u0430\u0434\u0438\u043a\u0430\u043b\u044c\u043d\u044b\u0435, \u043e\u0441\u0443\u0449\u0435\u0441\u0442\u0432\u043b\u044f\u0435\u043c\u044b\u0435 \u0447\u0435\u0440\u0435\u0437 \u043f\u0440\u043e\u0435\u043a\u0442\u044b? \u0412\u043d\u0435 \u0437\u0430\u0432\u0438\u0441\u0438\u043c\u043e\u0441\u0442\u0438 \u043e\u0442 \u2014 \u044d\u0442\u0430 \u0441\u0442\u0430\u0442\u044c\u044f \u043f\u0440\u0438\u0437\u0432\u0430\u043d\u0430 \u043f\u043e\u0434\u0442\u043e\u043b\u043a\u043d\u0443\u0442\u044c \u0432\u0430\u0441 \u043a \u0440\u0430\u0437\u043c\u044b\u0448\u043b\u0435\u043d\u0438\u044f\u043c \u043e \u043d\u043e\u0432\u044b\u0445 \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e\u0441\u0442\u044f\u0445 \u0438 \u043f\u043e\u0441\u043b\u0443\u0436\u0438\u0442\u044c \u043f\u0440\u043e\u0432\u0435\u0440\u043a\u043e\u0439 \u0442\u043e\u0433\u043e, \u0447\u0442\u043e \u0432\u044b \u0443\u0436\u0435 \u043f\u043b\u0430\u043d\u0438\u0440\u0443\u0435\u0442\u0435 \u0432 \u0441\u043b\u0435\u0434\u0443\u044e\u0449\u0438\u0445 \u043e\u0431\u043b\u0430\u0441\u0442\u044f\u0445:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u0424\u043e\u043a\u0443\u0441\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u0435 \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u0439 ITSM \u043d\u0430 \u043d\u0443\u0436\u043d\u044b\u0435 \u043e\u0431\u043b\u0430\u0441\u0442\u044f\u0445,<\/li>\n\n\n\n<li>\u041f\u0440\u0430\u0432\u0438\u043b\u044c\u043d\u043e\u0435 \u0438\u0437\u043c\u0435\u0440\u0435\u043d\u0438\u0435 \u0443\u0441\u043f\u0435\u0445\u0430 ITSM (\u0432\u043a\u043b\u044e\u0447\u0430\u044f \u0443\u0441\u043f\u0435\u0445 \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u0439),<\/li>\n\n\n\n<li>\u0418\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u0435 \u043d\u043e\u0432\u044b\u0445 \u0442\u0435\u0445\u043d\u043e\u043b\u043e\u0433\u0438\u0439 \u0434\u043b\u044f \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u044f \u043e\u043f\u0435\u0440\u0430\u0446\u0438\u0439, \u0443\u0441\u043b\u0443\u0433, \u043e\u043f\u044b\u0442\u0430 \u0438 \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u043e\u0432 ITSM.<\/li>\n<\/ul>\n\n\n\n<p>\u041a\u0430\u0436\u0434\u0430\u044f \u0438\u0437 \u044d\u0442\u0438\u0445 \u0442\u0440\u0435\u0445 \u043e\u0431\u043b\u0430\u0441\u0442\u0435\u0439 \u0440\u0430\u0441\u0441\u043c\u0430\u0442\u0440\u0438\u0432\u0430\u0435\u0442\u0441\u044f \u043d\u0438\u0436\u0435.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"> \u0421\u0442\u0430\u0442\u0443\u0441-\u043a\u0432\u043e ITSM<\/h2>\n\n\n\n<p>\u0412\u043e\u0437\u043c\u043e\u0436\u043d\u043e, \u0432 \u043f\u043e\u0441\u043b\u0435\u0434\u043d\u0438\u0435 \u0433\u043e\u0434\u044b \u0432\u0430\u0448\u0430 \u0418\u0422-\u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f \u043f\u0440\u043e\u0432\u043e\u0434\u0438\u043b\u0430 \u043e\u0446\u0435\u043d\u043a\u0443 \u0437\u0440\u0435\u043b\u043e\u0441\u0442\u0438 ITSM. \u041f\u043e\u0445\u043e\u0436\u0443\u044e \u0440\u0435\u0432\u0438\u0437\u0438\u044e \u043d\u0435\u0434\u0430\u0432\u043d\u043e \u043f\u0440\u043e\u0432\u0435\u043b\u0430 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u044f AXELOS. \u041e\u0442\u0447\u0451\u0442 AXELOS ITSM Benchmarking Report 2022 \u0432\u044b\u044f\u0432\u0438\u043b \u043c\u043d\u043e\u0433\u043e \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e\u0441\u0442\u0435\u0439 \u0434\u043b\u044f \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u044f \u0432\u0441\u0435\u0445 \u043f\u0440\u0430\u043a\u0442\u0438\u043a ITSM. \u041a\u0440\u0430\u0442\u043a\u0430\u044f \u0432\u044b\u0436\u0438\u043c\u043a\u0430 \u043f\u0440\u0438\u0432\u0435\u0434\u0435\u043d\u0430 \u0432 \u0442\u0430\u0431\u043b\u0438\u0446\u0435 \u043d\u0438\u0436\u0435: <\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Practice<\/strong><\/td><td><strong>Adoption level<\/strong><\/td><td><strong>Working well<\/strong><\/td><td><strong>Needs Improving<\/strong><\/td><\/tr><tr><td><strong>Service desk<\/strong><\/td><td>89%<\/td><td>52%<\/td><td>48%<\/td><\/tr><tr><td><strong>Incident management<\/strong><\/td><td>89%<\/td><td>49%<\/td><td>51%<\/td><\/tr><tr><td><strong>Service request management<\/strong><\/td><td>85%<\/td><td>39%<\/td><td>61%<\/td><\/tr><tr><td><strong>Change enablement<\/strong><\/td><td>84%<\/td><td>36%<\/td><td>64%<\/td><\/tr><tr><td><strong>Problem management<\/strong><\/td><td>80%<\/td><td>31%<\/td><td>69%<\/td><\/tr><tr><td><strong>Knowledge management<\/strong><\/td><td>79%<\/td><td>20%<\/td><td>80%<\/td><\/tr><tr><td><strong>Asset management<\/strong><\/td><td>78%<\/td><td>27%<\/td><td>73%<\/td><\/tr><tr><td><strong>Relationship management<\/strong><\/td><td>77%<\/td><td>23%<\/td><td>77%<\/td><\/tr><tr><td><strong>Continual improvement<\/strong><\/td><td>73%<\/td><td>27%<\/td><td>73%<\/td><\/tr><tr><td><strong>Financial management<\/strong><\/td><td>72%<\/td><td>38%<\/td><td>63%<\/td><\/tr><tr><td><strong>Service catalog\/self-service<\/strong><\/td><td>69%<\/td><td>29%<\/td><td>71%<\/td><\/tr><tr><td><strong>Supplier management<\/strong><\/td><td>69%<\/td><td>29%<\/td><td>71%<\/td><\/tr><tr><td><strong>Service design<\/strong><\/td><td>64%<\/td><td>30%<\/td><td>70%<\/td><\/tr><tr><td><strong>Service configuration management<\/strong><\/td><td>64%<\/td><td>27%<\/td><td>73%<\/td><\/tr><\/tbody><\/table><figcaption class=\"wp-element-caption\"><em>AXELOS, ITSM Benchmarking Report 2022<\/em><\/figcaption><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>\u041a\u043e\u043d\u0435\u0447\u043d\u043e, \u0446\u0438\u0444\u0440\u044b, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u043c\u044b \u0432\u0438\u0434\u0438\u043c, \u043c\u043e\u0433\u0443\u0442 \u043e\u0442\u0440\u0430\u0436\u0430\u0442\u044c \u043e\u0442\u043d\u043e\u0441\u0438\u0442\u0435\u043b\u044c\u043d\u0443\u044e \u0441\u043b\u043e\u0436\u043d\u043e\u0441\u0442\u044c \u043a\u0430\u0436\u0434\u043e\u0439 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438 ITSM, \u043d\u043e \u043d\u0430 \u043d\u0438\u0445 \u0442\u0430\u043a\u0436\u0435 \u043c\u043e\u0436\u0435\u0442 \u0432\u043b\u0438\u044f\u0442\u044c &#171;\u043f\u043e\u0432\u0435\u0434\u0435\u043d\u0438\u0435&#187;. <\/p>\n\n\n\n<p>\u0418\u0422-\u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u0438 \u0447\u0430\u0441\u0442\u043e \u0441\u0442\u0440\u0435\u043c\u044f\u0442\u0441\u044f \u0443\u043b\u0443\u0447\u0448\u0438\u0442\u044c \u0442\u043e, \u0441 \u0447\u0435\u043c \u0438\u043c \u0443\u0434\u043e\u0431\u043d\u043e \u0440\u0430\u0431\u043e\u0442\u0430\u0442\u044c \u0438 \u0447\u0442\u043e \u043e\u043d\u0438, \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e, \u0443\u0436\u0435 \u0434\u0435\u043b\u0430\u044e\u0442 \u0445\u043e\u0440\u043e\u0448\u043e \u2014 \u043d\u0430\u043f\u0440\u0438\u043c\u0435\u0440, \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438 \u0438\u043b\u0438 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0437\u0430\u043f\u0440\u043e\u0441\u0430\u043c\u0438 \u043d\u0430 \u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u0435. \u0423\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u044f \u043c\u043e\u0433\u0443\u0442 \u043f\u043e\u0432\u044b\u0441\u0438\u0442\u044c \u0446\u0435\u043d\u043d\u043e\u0441\u0442\u044c \u0434\u043b\u044f \u0431\u0438\u0437\u043d\u0435\u0441\u0430, \u043d\u043e \u044d\u0442\u0430 \u0446\u0435\u043d\u043d\u043e\u0441\u0442\u044c, \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e, \u0431\u0443\u0434\u0435\u0442 \u0433\u043e\u0440\u0430\u0437\u0434\u043e \u043d\u0438\u0436\u0435, \u0447\u0435\u043c \u0435\u0441\u043b\u0438 \u0431\u044b \u043e\u043d\u0438 \u0443\u0434\u0435\u043b\u0438\u043b\u0438 \u0432\u043d\u0438\u043c\u0430\u043d\u0438\u0435 \u0431\u043e\u043b\u0435\u0435 \u0448\u0438\u0440\u043e\u043a\u043e\u043c\u0443 \u043a\u0440\u0443\u0433\u0443 \u0432\u043e\u043f\u0440\u043e\u0441\u043e\u0432.<\/p>\n\n\n\n<p>\u041a\u043e\u043d\u0435\u0447\u043d\u043e, \u0437\u0430\u043f\u043b\u0430\u043d\u0438\u0440\u043e\u0432\u0430\u043d\u043d\u044b\u0435 \u0432\u0430\u043c\u0438 \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u044f \u043c\u043e\u0433\u0443\u0442 \u043f\u043e\u043f\u0430\u0441\u0442\u044c \u0442\u043e\u0447\u043d\u043e \u0432 \u043f\u043e\u0442\u0440\u0435\u0431\u043d\u043e\u0441\u0442\u044c \u0431\u0438\u0437\u043d\u0435\u0441\u0430, \u043d\u043e \u043e\u0442\u043a\u0443\u0434\u0430 \u0432\u044b \u0437\u043d\u0430\u0435\u0442\u0435? \u041d\u0430\u043f\u0440\u0430\u0432\u043b\u044f\u0435\u0442\u0435 \u043b\u0438 \u0432\u044b \u0441\u0432\u043e\u0438 \u0438\u043d\u0432\u0435\u0441\u0442\u0438\u0446\u0438\u0438 \u0432 \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u0435 ITSM \u0432 2023 \u0433\u043e\u0434\u0443 \u043d\u0430 \u0442\u043e, \u0447\u0442\u043e \u0432\u0430\u0436\u043d\u043e \u0431\u0438\u0437\u043d\u0435\u0441\u0443, \u0438\u043b\u0438 \u043d\u0430 \u0442\u043e, \u0447\u0442\u043e, \u043f\u043e \u043c\u043d\u0435\u043d\u0438\u044e \u0418\u0422-\u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u0438, \u043d\u0443\u0436\u0434\u0430\u0435\u0442\u0441\u044f \u0432 \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u0438? <\/p>\n\n\n\n<p>\u0415\u0441\u043b\u0438 \u0434\u0435\u043b\u043e \u043e\u0431\u0441\u0442\u043e\u0438\u0442 \u0438\u043c\u0435\u043d\u043d\u043e \u0442\u0430\u043a, \u0442\u043e \u043c\u043e\u0436\u0435\u0442 \u043e\u043a\u0430\u0437\u0430\u0442\u044c\u0441\u044f, \u0447\u0442\u043e \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u044f, \u043f\u043e \u043a\u0440\u0430\u0439\u043d\u0435\u0439 \u043c\u0435\u0440\u0435, \u0441 \u0442\u043e\u0447\u043a\u0438 \u0437\u0440\u0435\u043d\u0438\u044f \u0418\u0422-\u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u0438, \u043f\u0440\u0430\u043a\u0442\u0438\u0447\u0435\u0441\u043a\u0438 \u043d\u0435 \u0434\u043e\u0431\u0430\u0432\u043b\u044f\u044e\u0442 \u0446\u0435\u043d\u043d\u043e\u0441\u0442\u0438 \u0434\u043b\u044f \u0431\u0438\u0437\u043d\u0435\u0441\u0430. \u041e\u043d\u0438 \u043c\u043e\u0433\u0443\u0442 \u0434\u0430\u0436\u0435 \u0443\u043d\u0438\u0447\u0442\u043e\u0436\u0438\u0442\u044c \u0431\u0438\u0437\u043d\u0435\u0441-\u0446\u0435\u043d\u043d\u043e\u0441\u0442\u044c.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u0418\u0437\u043c\u0435\u0440\u0435\u043d\u0438\u0435 \u043e\u043f\u044b\u0442\u0430 \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432<\/h2>\n\n\n\n<p>\u0412 \u043f\u0440\u043e\u0434\u043e\u043b\u0436\u0435\u043d\u0438\u0435 \u043f\u0440\u0435\u0434\u044b\u0434\u0443\u0449\u0435\u0433\u043e \u0430\u0431\u0437\u0430\u0446\u0430, \u0435\u0434\u0438\u043d\u0441\u0442\u0432\u0435\u043d\u043d\u044b\u0439 \u0441\u043f\u043e\u0441\u043e\u0431 \u0443\u0437\u043d\u0430\u0442\u044c, \u043d\u0430\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u044b \u043b\u0438 \u0432\u0430\u0448\u0438 \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u044f \u043d\u0430 \u043f\u0440\u0430\u0432\u0438\u043b\u044c\u043d\u044b\u0435 \u043e\u0431\u043b\u0430\u0441\u0442\u0438 \u0438 \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0438\u0432\u0430\u044e\u0442 \u043b\u0438 \u043e\u043d\u0438 \u0436\u0435\u043b\u0430\u0435\u043c\u043e\u0435 \u0443\u0432\u0435\u043b\u0438\u0447\u0435\u043d\u0438\u0435 \u0446\u0435\u043d\u043d\u043e\u0441\u0442\u0438, \u2014 \u044d\u0442\u043e \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u044c \u0431\u0438\u0437\u043d\u0435\u0441-\u043c\u0435\u0442\u0440\u0438\u043a\u0438, \u0430 \u043d\u0435 \u043e\u043f\u0435\u0440\u0430\u0446\u0438\u043e\u043d\u043d\u044b\u0435 (\u0432 \u043e\u0446\u0435\u043d\u043a\u0435 \u043f\u0440\u0435\u0434\u043e\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0418\u0422-\u0443\u0441\u043b\u0443\u0433 \u0438 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438). \u041f\u043e\u0441\u043b\u0435\u0434\u043d\u0435\u0435 \u2014 \u044d\u0442\u043e \u0442\u043e, \u0447\u0442\u043e \u043c\u044b \u0434\u0435\u043b\u0430\u043b\u0438 \u0432 \u0418\u0422 \u043d\u0430 \u043f\u0440\u043e\u0442\u044f\u0436\u0435\u043d\u0438\u0438 \u043f\u043e\u0441\u043b\u0435\u0434\u043d\u0438\u0445 \u0442\u0440\u0435\u0445 \u0434\u0435\u0441\u044f\u0442\u0438\u043b\u0435\u0442\u0438\u0439 \u2014 \u0438\u0437\u043c\u0435\u0440\u044f\u043b\u0438 \u0443\u0441\u043f\u0435\u0445 \u043d\u0430\u0448\u0438\u0445 \u043e\u043f\u0435\u0440\u0430\u0446\u0438\u0439, \u043d\u043e, \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e, \u043d\u0435 \u043e\u0446\u0435\u043d\u0438\u0432\u0430\u043b\u0438 \u0438\u0445 \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u044b.<\/p>\n\n\n\n<p>\u041d\u0435\u0434\u0430\u0432\u043d\u044f\u044f \u0441\u0442\u0430\u0442\u0438\u0441\u0442\u0438\u043a\u0430 Forrester Research \u0442\u0430\u043a\u0436\u0435 \u043d\u0430\u043f\u043e\u043c\u0438\u043d\u0430\u0435\u0442, \u0447\u0442\u043e \u043c\u044b \u043d\u0435 \u0442\u043e\u043b\u044c\u043a\u043e \u0438\u0437\u043c\u0435\u0440\u044f\u0435\u043c \u043d\u0435\u043f\u0440\u0430\u0432\u0438\u043b\u044c\u043d\u044b\u0435 \u0432\u0435\u0449\u0438 \u0432 \u0418\u0422, \u043d\u043e \u0438 \u0443\u043f\u0443\u0441\u043a\u0430\u0435\u043c \u0437\u043d\u0430\u0447\u0438\u0442\u0435\u043b\u044c\u043d\u0443\u044e \u0447\u0430\u0441\u0442\u044c &#171;\u0433\u043e\u043b\u043e\u0441\u0430&#187; \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u0438. \u042d\u0442\u0438 \u0434\u0430\u043d\u043d\u044b\u0435 \u0432\u0437\u044f\u0442\u044b \u0438\u0437 \u043e\u0442\u0447\u0435\u0442\u0430 Forrester &#171;The State Of The Service Desk, 2022&#187;, \u0432 \u043a\u043e\u0442\u043e\u0440\u043e\u043c \u0433\u043e\u0432\u043e\u0440\u0438\u0442\u0441\u044f, \u0447\u0442\u043e 62% \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432 \u0438\u0437\u0431\u0435\u0433\u0430\u044e\u0442 \u0441\u043b\u0443\u0436\u0431\u044b \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438, \u0430 58% \u0436\u0438\u0432\u0443\u0442 \u0441 \u0442\u0435\u043a\u0443\u0449\u0438\u043c\u0438 \u0418\u0422-\u043f\u0440\u043e\u0431\u043b\u0435\u043c\u0430\u043c\u0438, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0441\u043b\u0443\u0436\u0431\u0430 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043d\u0435 \u043c\u043e\u0436\u0435\u0442 \u0440\u0435\u0448\u0438\u0442\u044c. \u0413\u0434\u0435 \u044d\u0442\u0430 \u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0438\u044f \u043e\u0442\u0440\u0430\u0436\u0435\u043d\u0430 \u0432 \u043f\u043e\u0440\u0442\u0444\u0435\u043b\u0435 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0435\u0439 \u044d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\u043e\u0441\u0442\u0438 \u0432\u0430\u0448\u0435\u0439 \u0418\u0422-\u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u0438? \u042d\u0442\u043e \u043a\u043b\u044e\u0447\u0435\u0432\u0430\u044f \u043f\u0440\u0438\u0447\u0438\u043d\u0430, \u043f\u043e \u043a\u043e\u0442\u043e\u0440\u043e\u0439 \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u043e\u043f\u044b\u0442\u043e\u043c \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432 \u0442\u0430\u043a \u0432\u0430\u0436\u043d\u043e.<\/p>\n\n\n\n<p>\u0421\u043e\u0431\u0440\u0430\u043d\u043d\u044b\u0435 \u0434\u0430\u043d\u043d\u044b\u0435 \u043e\u0431 \u043e\u043f\u044b\u0442\u0435 \u043d\u0435 \u0442\u043e\u043b\u044c\u043a\u043e \u0434\u0430\u044e\u0442 \u043f\u0440\u0435\u0434\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u043e\u0431 \u0418\u0422-\u043e\u043f\u0435\u0440\u0430\u0446\u0438\u044f\u0445 \u0438 \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u0430\u0445 \u043d\u0430 \u0441\u0442\u043e\u0440\u043e\u043d\u0435 \u043f\u043e\u0442\u0440\u0435\u0431\u0438\u0442\u0435\u043b\u044f, \u043d\u043e \u0438 \u043f\u043e\u043c\u043e\u0433\u0430\u044e\u0442 \u043f\u043e\u043d\u044f\u0442\u044c \u044d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\u043e\u0441\u0442\u044c \u043b\u044e\u0431\u044b\u0445 \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u0439 \u043f\u043e \u043c\u0435\u0440\u0435 \u0438\u0445 \u043e\u0441\u0443\u0449\u0435\u0441\u0442\u0432\u043b\u0435\u043d\u0438\u044f (\u0435\u0441\u043b\u0438 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u0443\u0435\u0442\u0441\u044f \u0446\u0438\u043a\u043b \u043e\u0431\u0440\u0430\u0442\u043d\u043e\u0439 \u0441\u0432\u044f\u0437\u0438 \u0432 \u0440\u0435\u0436\u0438\u043c\u0435 \u0440\u0435\u0430\u043b\u044c\u043d\u043e\u0433\u043e \u0432\u0440\u0435\u043c\u0435\u043d\u0438). \u041f\u0440\u0438 \u043f\u0440\u0430\u0432\u0438\u043b\u044c\u043d\u043e\u043c \u043f\u043e\u0434\u0445\u043e\u0434\u0435 \u0441\u0431\u043e\u0440 \u0434\u0430\u043d\u043d\u044b\u0445 \u043e\u0431 \u043e\u043f\u044b\u0442\u0435 \u043f\u043e\u0437\u0432\u043e\u043b\u044f\u0435\u0442 \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u0438\u0442\u044c, \u0433\u0434\u0435 \u0432\u043e\u0437\u043d\u0438\u043a\u0430\u044e\u0442 \u043f\u0440\u043e\u0431\u043b\u0435\u043c\u044b \u0443 \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432, \u043a\u0430\u043a\u0438\u0435 \u0438\u0437 \u043d\u0438\u0445 \u043d\u0430\u0438\u0431\u043e\u043b\u0435\u0435 \u0432\u0430\u0436\u043d\u044b, \u0430 \u0442\u0430\u043a\u0436\u0435 \u2014 \u0432\u044b\u044f\u0432\u0438\u0442\u044c \u043f\u043e\u0442\u0435\u043d\u0446\u0438\u0430\u043b\u044c\u043d\u044b\u0435 \u043f\u0435\u0440\u0432\u043e\u043f\u0440\u0438\u0447\u0438\u043d\u044b.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u0418\u043d\u0442\u0435\u043b\u043b\u0435\u043a\u0442\u0443\u0430\u043b\u044c\u043d\u0430\u044f \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u044f \u2014 \u044d\u0442\u043e \u043d\u0430\u0441\u0442\u043e\u044f\u0449\u0435\u0435, \u0430 \u043d\u0435 \u0444\u0430\u043d\u0442\u0430\u0441\u0442\u0438\u0447\u0435\u0441\u043a\u043e\u0435 \u0431\u0443\u0434\u0443\u0449\u0435\u0435<\/h2>\n\n\n\n<p>\u0415\u0441\u043b\u0438 \u043c\u044b \u043e\u0441\u0442\u0430\u043d\u043e\u0432\u0438\u043c\u0441\u044f \u043d\u0430 \u043f\u0440\u0438\u0447\u0438\u043d\u0430\u0445 \u0443\u0441\u043f\u0435\u0445\u0430 ITSM \u0437\u0430 \u043f\u043e\u0441\u043b\u0435\u0434\u043d\u0438\u0435 \u0442\u0440\u0438 \u0434\u0435\u0441\u044f\u0442\u0438\u043b\u0435\u0442\u0438\u044f, \u0442\u043e \u043b\u0443\u0447\u0448\u0438\u0435 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438 \u043f\u0440\u0438\u0432\u0435\u043b\u0438 \u043a \u043e\u043f\u0442\u0438\u043c\u0438\u0437\u0430\u0446\u0438\u0438 \u0438 \u043f\u043e\u0441\u043b\u0435\u0434\u043e\u0432\u0430\u0442\u0435\u043b\u044c\u043d\u043e\u0441\u0442\u0438, \u043d\u043e \u043e\u0431\u0430 \u044d\u0442\u0438 \u0444\u0430\u043a\u0442\u043e\u0440\u0430 \u0431\u044b\u043b\u0438 \u0443\u0441\u0438\u043b\u0435\u043d\u044b \u0431\u043b\u0430\u0433\u043e\u0434\u0430\u0440\u044f \u0448\u0438\u0440\u043e\u043a\u043e\u043c\u0443 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u044e \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u0438 (\u0441 \u043f\u043e\u043c\u043e\u0449\u044c\u044e \u0438\u043d\u0441\u0442\u0440\u0443\u043c\u0435\u043d\u0442\u043e\u0432 ITSM). <\/p>\n\n\n\n<p>\u0422\u0435\u043f\u0435\u0440\u044c \u0438\u0441\u043a\u0443\u0441\u0441\u0442\u0432\u0435\u043d\u043d\u044b\u0439 \u0438\u043d\u0442\u0435\u043b\u043b\u0435\u043a\u0442 (\u0418\u0418) \u0432 \u0438\u043d\u0441\u0442\u0440\u0443\u043c\u0435\u043d\u0442\u0430\u0445 ITSM \u043e\u0442\u043a\u0440\u044b\u0432\u0430\u0435\u0442 \u043d\u043e\u0432\u044b\u0435 \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e\u0441\u0442\u0438 \u0434\u043b\u044f \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u044f \u0432\u0441\u0435\u0445 \u0442\u0440\u0435\u0445 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0435\u0439 \u2014 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0430, \u0441\u043a\u043e\u0440\u043e\u0441\u0442\u0438 \u0438 \u0441\u0442\u043e\u0438\u043c\u043e\u0441\u0442\u0438. <\/p>\n\n\n\n<p>\u0412\u043e \u043c\u043d\u043e\u0433\u043e\u043c \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u0435 \u043f\u0440\u043e\u0438\u0441\u0445\u043e\u0434\u0438\u0442 \u0437\u0430 \u0441\u0447\u0435\u0442 \u0442\u043e\u0433\u043e, \u0447\u0442\u043e \u0438\u043d\u0442\u0435\u043b\u043b\u0435\u043a\u0442\u0443\u0430\u043b\u044c\u043d\u0430\u044f \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u044f \u043b\u0443\u0447\u0448\u0435 \u0441\u043f\u0440\u0430\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u0441 \u043f\u0440\u0435\u0434\u043e\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u0435\u043c \u0443\u0441\u043b\u0443\u0433 \u0438 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u043e\u0439, \u043d\u0435\u043e\u0431\u0445\u043e\u0434\u0438\u043c\u043e\u0439 \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0430\u043c, \u0431\u044b\u0441\u0442\u0440\u043e \u0438 \u0432 \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0438\u0438 \u0441 \u0438\u0445 \u043e\u0436\u0438\u0434\u0430\u043d\u0438\u044f\u043c\u0438 \u0438 \u043c\u0435\u0442\u043e\u0434\u0430\u043c\u0438 \u0440\u0430\u0431\u043e\u0442\u044b. \u042d\u0442\u043e \u0442\u043e \u0436\u0435 \u0441\u0430\u043c\u043e\u0435, \u0447\u0442\u043e \u0438 \u0438\u0437\u0432\u043b\u0435\u0447\u0435\u043d\u0438\u0435 \u0432\u044b\u0433\u043e\u0434\u044b \u0438\u0437 \u0432\u0441\u0435\u0445 \u0442\u0435\u0445\u043d\u043e\u043b\u043e\u0433\u0438\u0439; \u0446\u0435\u043d\u043d\u043e\u0441\u0442\u044c \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0438\u0432\u0430\u0435\u0442 \u043d\u0435 \u0442\u0435\u0445\u043d\u043e\u043b\u043e\u0433\u0438\u044f, \u0430 \u0441\u0446\u0435\u043d\u0430\u0440\u0438\u0438 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u044f (\u0438 \u0442\u043e, \u043d\u0430\u0441\u043a\u043e\u043b\u044c\u043a\u043e \u0445\u043e\u0440\u043e\u0448\u043e \u043e\u043d\u0438 \u0440\u0435\u0430\u043b\u0438\u0437\u043e\u0432\u0430\u043d\u044b).<\/p>\n\n\n\n<p>\u041d\u0430\u043f\u0440\u0438\u043c\u0435\u0440, \u0442\u0435\u0445\u043d\u043e\u043b\u043e\u0433\u0438\u044f \u0447\u0430\u0442\u0431\u043e\u0442\u043e\u0432 \u0441\u0430\u043c\u0430 \u043f\u043e \u0441\u0435\u0431\u0435 \u043d\u0435 \u0441\u043e\u0437\u0434\u0430\u0435\u0442 \u0434\u043e\u043f\u043e\u043b\u043d\u0438\u0442\u0435\u043b\u044c\u043d\u043e\u0439 \u0446\u0435\u043d\u043d\u043e\u0441\u0442\u0438 \u0434\u043b\u044f \u0431\u0438\u0437\u043d\u0435\u0441\u0430. \u0411\u043e\u043b\u0435\u0435 \u0442\u043e\u0433\u043e, \u043f\u0440\u0438 \u043f\u043b\u043e\u0445\u043e\u0439 \u0440\u0435\u0430\u043b\u0438\u0437\u0430\u0446\u0438\u0438 \u043e\u043d\u0430 \u043c\u043e\u0436\u0435\u0442 \u0440\u0430\u0437\u0440\u0443\u0448\u0438\u0442\u044c \u0446\u0435\u043d\u043d\u043e\u0441\u0442\u044c \u0431\u0438\u0437\u043d\u0435\u0441\u0430. <\/p>\n\n\n\n<p>\u041a\u043e\u043d\u0435\u0447\u043d\u043e, \u0435\u0441\u0442\u044c \u0438 \u0434\u0440\u0443\u0433\u0438\u0435 \u043e\u0431\u043b\u0430\u0441\u0442\u0438, \u043d\u0430 \u043a\u043e\u0442\u043e\u0440\u044b\u0445 \u0432\u0430\u0448\u0430 \u0418\u0422-\u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f \u043c\u043e\u0436\u0435\u0442 \u0441\u043e\u0441\u0440\u0435\u0434\u043e\u0442\u043e\u0447\u0438\u0442\u044c\u0441\u044f \u0432 2023 \u0433\u043e\u0434\u0443. \u041d\u043e \u0447\u0442\u043e \u043e\u043a\u0430\u0436\u0435\u0442 \u043d\u0430\u0438\u0431\u043e\u043b\u0435\u0435 \u0437\u043d\u0430\u0447\u0438\u0442\u0435\u043b\u044c\u043d\u043e\u0435 \u0432\u043b\u0438\u044f\u043d\u0438\u0435 \u043d\u0430 \u0431\u0438\u0437\u043d\u0435\u0441-\u043e\u043f\u0435\u0440\u0430\u0446\u0438\u0438 \u0438 \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u044b?<\/p>\n\n\n\n<p><a href=\"https:\/\/www.joetheitguy.com\/itsm-in-2023\/\">\u041e\u0440\u0438\u0433\u0438\u043d\u0430\u043b \u0442\u0435\u043a\u0441\u0442\u0430<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0412\u043e\u0437\u043c\u043e\u0436\u043d\u043e, \u0432\u0430\u0448\u0430 \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f \u0443\u0436\u0435 \u043f\u0440\u043e\u0432\u0435\u043b\u0430 \u043f\u0435\u0440\u0432\u044b\u0439 \u0440\u0430\u0443\u043d\u0434 \u043f\u043b\u0430\u043d\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u044f \u0431\u044e\u0434\u0436\u0435\u0442\u0430 \u0434\u043b\u044f \u0418\u0422 \u043d\u0430 2023 \u0433\u043e\u0434. \u041f\u043e\u0434\u0443\u043c\u0430\u043b\u0438 \u043b\u0438 \u0432\u044b \u043e \u0442\u043e\u043c, \u043a\u0430\u043a \u0440\u0430\u0441\u043f\u043e\u0440\u044f\u0434\u0438\u0442\u044c\u0441\u044f \u0438\u043c \u043d\u0430\u0438\u0431\u043e\u043b\u0435\u0435 \u044d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\u043e?<\/p>\n","protected":false},"author":2,"featured_media":38052,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[385,320,377],"class_list":["post-38051","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-service-management","tag-axelos","tag-itil","tag-itsm"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>ITSM \u0432 2023 \u0433\u043e\u0434\u0443 \u2014 \u0431\u043b\u0438\u0436\u0435, \u0447\u0435\u043c \u043a\u0430\u0436\u0435\u0442\u0441\u044f. &#8211; Digital Enterprise<\/title>\n<meta name=\"description\" content=\"\u0412\u043e\u0437\u043c\u043e\u0436\u043d\u043e, \u0432\u0430\u0448\u0430 \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f \u0443\u0436\u0435 \u043f\u0440\u043e\u0432\u0435\u043b\u0430 \u043f\u0435\u0440\u0432\u044b\u0439 \u0440\u0430\u0443\u043d\u0434 \u043f\u043b\u0430\u043d\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u044f \u0431\u044e\u0434\u0436\u0435\u0442\u0430 \u0434\u043b\u044f \u0418\u0422 \u043d\u0430 2023 \u0433\u043e\u0434. \u041f\u043e\u0434\u0443\u043c\u0430\u043b\u0438 \u043b\u0438 \u0432\u044b \u043e \u0442\u043e\u043c, \u043a\u0430\u043a \u0440\u0430\u0441\u043f\u043e\u0440\u044f\u0434\u0438\u0442\u044c\u0441\u044f \u0438\u043c \u043d\u0430\u0438\u0431\u043e\u043b\u0435\u0435 \u044d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\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\/2022\/10\/itsm-v-2023-godu-blizhe-chem-kazhetsya\/\" \/>\n<meta property=\"og:locale\" content=\"ru_RU\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" 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