{"id":9858,"date":"2012-12-07T16:00:39","date_gmt":"2012-12-07T12:00:39","guid":{"rendered":"http:\/\/www.realitsm.ru\/?p=9858"},"modified":"2012-12-27T13:04:04","modified_gmt":"2012-12-27T09:04:04","slug":"doklady-tft12","status":"publish","type":"post","link":"https:\/\/cleverics.ru\/digital\/2012\/12\/doklady-tft12\/","title":{"rendered":"\u0414\u043e\u043a\u043b\u0430\u0434\u044b TFT12"},"content":{"rendered":"

\u041c\u0430\u0440\u0430\u0444\u043e\u043d TFT12 — Tomorrow's IT Service Future Today \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a> \u0443\u0441\u043f\u0435\u0448\u043d\u043e \u0437\u0430\u0432\u0435\u0440\u0448\u0438\u043b\u0441\u044f. \u0414\u043e\u043a\u043b\u0430\u0434\u044b \u044d\u043a\u0441\u043f\u0435\u0440\u0442\u043e\u0432 \u0438 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u043e\u0432 \u0441\u043e \u0432\u0441\u0435\u0433\u043e \u0441\u0432\u0435\u0442\u0430 \u0441\u043e\u0431\u0440\u0430\u043b\u0438 \u043e\u0433\u0440\u043e\u043c\u043d\u0443\u044e \u0430\u0443\u0434\u0438\u0442\u043e\u0440\u0438\u044e (\u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043f\u0440\u043e\u0441\u043c\u043e\u0442\u0440\u043e\u0432 \u043f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e \u0440\u0430\u0441\u0442\u0451\u0442), \u0430 \u0441\u0430\u043c\u043e \u0441\u043e\u0431\u044b\u0442\u0438\u0435 \u0431\u044b\u043b\u043e \u0443\u043f\u043e\u043c\u044f\u043d\u0443\u0442\u043e \u0432 \u0441\u043e\u0446\u0438\u0430\u043b\u044c\u043d\u044b\u0445 \u043c\u0435\u0434\u0438\u0430 \u0431\u043e\u043b\u0435\u0435 1,2 \u043c\u0438\u043b\u043b\u0438\u043e\u043d\u043e\u0432 \u0440\u0430\u0437.<\/p>\n

\u0412\u0441\u0435 \u0434\u043e\u043a\u043b\u0430\u0434\u044b \u043d\u0430\u0445\u043e\u0434\u044f\u0442\u0441\u044f \u0432 \u043e\u0442\u043a\u0440\u044b\u0442\u043e\u043c \u0434\u043e\u0441\u0442\u0443\u043f\u0435, \u043f\u043e\u043a\u0430 \u0442\u043e\u043b\u044c\u043a\u043e \u0432 \u0432\u0438\u0434\u0435 \u0437\u0430\u043f\u0438\u0441\u0435\u0439 \u043f\u0440\u044f\u043c\u043e\u0433\u043e \u044d\u0444\u0438\u0440\u0430. \u0420\u0435\u0433\u043b\u0430\u043c\u0435\u043d\u0442 \u0432\u044b\u0441\u0442\u0443\u043f\u043b\u0435\u043d\u0438\u044f \u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0438\u0432\u0430\u043b \u0434\u043e\u043a\u043b\u0430\u0434\u0447\u0438\u043a\u043e\u0432 45 \u043c\u0438\u043d\u0443\u0442\u0430\u043c\u0438. \u0411\u043e\u043b\u044c\u0448\u0438\u043d\u0441\u0442\u0432\u043e \u0432\u044b\u0441\u0442\u0443\u043f\u043b\u0435\u043d\u0438\u0439 \u043f\u0440\u043e\u0432\u0435\u0434\u0435\u043d\u043e \u043d\u0430 \u0430\u043d\u0433\u043b\u0438\u0439\u0441\u043a\u043e\u043c \u044f\u0437\u044b\u043a\u0435, \u0430 \u043d\u0435\u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0443\u0436\u0435 \u0441\u043d\u0430\u0431\u0436\u0435\u043d\u044b \u0441\u0443\u0431\u0442\u0438\u0442\u0440\u0430\u043c\u0438:<\/p>\n

    \n
  1. Amber Case<\/strong>: Location and the future of the interface \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  2. Breed Lewis<\/strong>: Planting the seeds \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  3. Karen Ferris<\/strong>: Balanced Diversity — A Portfolio Approach to Organisational Change \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a> (\u043f\u043e \u043c\u043d\u0435\u043d\u0438\u044e \u043c\u043d\u043e\u0433\u0438\u0445, \u043b\u0443\u0447\u0448\u0438\u0439 \u0434\u043e\u043a\u043b\u0430\u0434 \u043c\u0430\u0440\u0430\u0444\u043e\u043d\u0430)<\/em><\/li>\n
  4. Charles Araujo<\/strong>: The Quantum Age of IT \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  5. Simone Jo Moore<\/strong>: Murders & Aquisitions — Leading Through Transition \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  6. Tristan Boot<\/strong>: If you don't like people perhaps you shouldn't work in customer service! \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  7. Kirstie Magowan<\/strong>: Sensible Service Management — Mistakes are just learning opportunities \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  8. Vladimirs Ivanovs<\/strong>: No time to work on improvements? Find it with Kanban! \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a> (\u0412\u043b\u0430\u0434\u0438\u043c\u0438\u0440 \u043f\u043e\u0434\u0435\u043b\u0438\u043b\u0441\u044f \u043e\u043f\u044b\u0442\u043e\u043c \u043f\u0440\u043e\u0435\u043a\u0442\u0430, \u0432\u044b\u043f\u043e\u043b\u043d\u0435\u043d\u043d\u043e\u0433\u043e \u0432 \u0420\u043e\u0441\u0441\u0438\u0438)<\/em><\/li>\n
  9. Aale Roos<\/strong>: Service Desk 2.0 is a vision of the future IT support \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a> (\u0410\u0430\u043b\u0435 \u0443\u0436\u0435 \u0441\u043e\u043e\u0431\u0449\u0430\u043b<\/a> \u043d\u0430\u043c \u043e\u0431 \u044d\u0442\u043e\u0439 \u0441\u0432\u043e\u0435\u0439 \u0438\u0434\u0435\u0435)<\/em><\/li>\n
  10. Robert Falkowitz<\/strong>: Beyond Firefighting: Advanced Techniques in Incident Management \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a> (\u043e\u0431\u0440\u0430\u0442\u0438\u0442\u0435 \u0432\u043d\u0438\u043c\u0430\u043d\u0438\u0435: \u043f\u0440\u043e\u0434\u0432\u0438\u043d\u0443\u0442\u044b\u0435 \u0442\u0435\u0445\u043d\u0438\u043a\u0438<\/strike> \u043c\u0430\u0441\u0442\u0435\u0440\u0441\u043a\u0438\u0435 \u043f\u0440\u0438\u0451\u043c\u044b \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438 \u0438\u0437 \u0428\u0432\u0435\u0439\u0446\u0430\u0440\u0438\u0438)<\/em><\/li>\n
  11. Mark Smalley<\/strong>: Reinvent IT service management and embrace 'occupy IT' \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  12. Barclay Rae<\/strong>: ITSM Goodness \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  13. Alex Hocking<\/strong>: To improve is to change; to be perfect is to change often \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  14. Ian Aitchison<\/strong>: Secrets to Spectacular Self-Service Success \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  15. Patrick Bolger<\/strong>: CREATE, INNOVATE, GET OUT OF THE CAVE! \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  16. Peter Lijnse<\/strong>: Just Enough To improve IT services \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  17. Antonio Valle<\/strong>: Risk Based Service Management \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a> (\u043d\u0430 \u0438\u0441\u043f\u0430\u043d\u0441\u043a\u043e\u043c)<\/li>\n
  18. Oscar Corbelli<\/strong>: ¿Cuál es el mapa de navegación de los profesionales TI en la búsqueda de la integración con el negocio? \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a> (\u043d\u0430 \u0438\u0441\u043f\u0430\u043d\u0441\u043a\u043e\u043c)<\/li>\n
  19. Matthew Hooper<\/strong>: Bye IT, we'll miss you! \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  20. Mark Kawasaki\/ Farah Remtulla<\/strong>: ITSM in the Service of Humanity: Creating, Delivering, Socializing, and Sustaining Value \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  21. Rob England<\/strong>: Standard+Case \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a> (\u0418\u0422-\u0441\u043a\u0435\u043f\u0442\u0438\u043a \u0440\u0430\u0441\u0441\u043a\u0430\u0437\u044b\u0432\u0430\u0435\u0442 \u043e \u043d\u043e\u0432\u044b\u0445 \u043f\u043e\u043b\u043e\u0447\u043a\u0430\u0445, \u043f\u043e \u043a\u043e\u0442\u043e\u0440\u044b\u043c \u043c\u043e\u0436\u043d\u043e \u0440\u0430\u0437\u043b\u043e\u0436\u0438\u0442\u044c \u0432\u0435\u0441\u044c \u0418\u0422-\u0445\u0430\u043e\u0441)<\/em><\/li>\n
  22. Richard White<\/strong>: The Customer Service Revolution & Why You Should Care \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n
  23. Ian Clayton<\/strong>: Next Generation Service Management for the Age of the Customer \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a><\/li>\n<\/ol>\n

    \u0421\u0440\u0430\u0437\u0443 \u043f\u043e \u043e\u043a\u043e\u043d\u0447\u0430\u043d\u0438\u0438 \u043c\u0435\u0440\u043e\u043f\u0440\u0438\u044f\u0442\u0438\u044f, \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0442\u043e\u0440\u044b \u043f\u043e\u043e\u0431\u0435\u0449\u0430\u043b\u0438 \u043f\u0440\u043e\u0432\u043e\u0434\u0438\u0442\u044c \u043f\u043e\u0434\u043e\u0431\u043d\u044b\u0435 \u0433\u043b\u043e\u0431\u0430\u043b\u044c\u043d\u044b\u0435 \u043a\u043e\u043d\u0444\u0435\u0440\u0435\u043d\u0446\u0438\u0438 \u0440\u0430\u0437 \u0432 \u0448\u0435\u0441\u0442\u044c \u043c\u0435\u0441\u044f\u0446\u0435\u0432. \u0421\u043b\u0435\u0434\u0443\u044e\u0449\u0430\u044f \u0441\u043e\u0441\u0442\u043e\u0438\u0442\u0441\u044f 18 \u0438\u044e\u043d\u044f 2013 \u0433\u043e\u0434\u0430. \u041e\u0441\u0442\u0430\u0432\u0438\u0442\u044c \u0437\u0430\u044f\u0432\u043a\u0443 \u043d\u0430 \u0432\u044b\u0441\u0442\u0443\u043f\u043b\u0435\u043d\u0438\u0435 \u043c\u043e\u0436\u043d\u043e \u0443\u0436\u0435 \u0441\u0435\u0439\u0447\u0430\u0441 \u0432\u0438\u0434\u0435\u043e<\/a>, \u0441\u043b\u0430\u0439\u0434\u044b<\/a> .<\/p>\n

    \u0417\u0434\u0435\u0441\u044c \u0436\u0435 \u043c\u044b \u043e\u043f\u0443\u0431\u043b\u0438\u043a\u0443\u0435\u043c \u0441\u0441\u044b\u043b\u043a\u0438 \u043d\u0430 \u043f\u0440\u0435\u0437\u0435\u043d\u0442\u0430\u0446\u0438\u0438 \u0434\u043e\u043a\u043b\u0430\u0434\u0447\u0438\u043a\u043e\u0432 \u043d\u0430 SlideShare. \u0421\u043b\u0435\u0434\u0438\u0442\u0435 \u0437\u0430 \u043e\u0431\u043d\u043e\u0432\u043b\u0435\u043d\u0438\u044f\u043c\u0438.<\/strike><\/p>\n

    \u0421\u0441\u044b\u043b\u043a\u0438 \u043d\u0430 SlideShare \u0440\u0430\u0437\u043c\u0435\u0449\u0435\u043d\u044b.<\/p>\n

    \u0410 \u043a\u0430\u043a\u043e\u0439 \u0434\u043e\u043a\u043b\u0430\u0434 \u0431\u043e\u043b\u044c\u0448\u0435 \u0432\u0441\u0435\u0433\u043e \u043f\u043e\u043d\u0440\u0430\u0432\u0438\u043b\u0441\u044f \u0432\u0430\u043c?<\/p>\n","protected":false},"excerpt":{"rendered":"

    \u041c\u0430\u0440\u0430\u0444\u043e\u043d TFT12 — Tomorrow's IT Service Future Today \u0432\u0438\u0434\u0435\u043e, \u0441\u043b\u0430\u0439\u0434\u044b \u0443\u0441\u043f\u0435\u0448\u043d\u043e \u0437\u0430\u0432\u0435\u0440\u0448\u0438\u043b\u0441\u044f. \u0414\u043e\u043a\u043b\u0430\u0434\u044b \u044d\u043a\u0441\u043f\u0435\u0440\u0442\u043e\u0432 \u0438 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u043e\u0432 \u0441\u043e \u0432\u0441\u0435\u0433\u043e \u0441\u0432\u0435\u0442\u0430 \u0441\u043e\u0431\u0440\u0430\u043b\u0438 \u043e\u0433\u0440\u043e\u043c\u043d\u0443\u044e \u0430\u0443\u0434\u0438\u0442\u043e\u0440\u0438\u044e (\u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u043f\u0440\u043e\u0441\u043c\u043e\u0442\u0440\u043e\u0432 \u043f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e \u0440\u0430\u0441\u0442\u0451\u0442), \u0430 \u0441\u0430\u043c\u043e \u0441\u043e\u0431\u044b\u0442\u0438\u0435 \u0431\u044b\u043b\u043e \u0443\u043f\u043e\u043c\u044f\u043d\u0443\u0442\u043e \u0432 \u0441\u043e\u0446\u0438\u0430\u043b\u044c\u043d\u044b\u0445 \u043c\u0435\u0434\u0438\u0430 \u0431\u043e\u043b\u0435\u0435 1,2 \u043c\u0438\u043b\u043b\u0438\u043e\u043d\u043e\u0432 \u0440\u0430\u0437. \u0412\u0441\u0435 \u0434\u043e\u043a\u043b\u0430\u0434\u044b \u043d\u0430\u0445\u043e\u0434\u044f\u0442\u0441\u044f \u0432 \u043e\u0442\u043a\u0440\u044b\u0442\u043e\u043c \u0434\u043e\u0441\u0442\u0443\u043f\u0435, \u043f\u043e\u043a\u0430 \u0442\u043e\u043b\u044c\u043a\u043e \u0432 \u0432\u0438\u0434\u0435 \u0437\u0430\u043f\u0438\u0441\u0435\u0439 \u043f\u0440\u044f\u043c\u043e\u0433\u043e \u044d\u0444\u0438\u0440\u0430. \u0420\u0435\u0433\u043b\u0430\u043c\u0435\u043d\u0442 \u0432\u044b\u0441\u0442\u0443\u043f\u043b\u0435\u043d\u0438\u044f \u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0438\u0432\u0430\u043b \u0434\u043e\u043a\u043b\u0430\u0434\u0447\u0438\u043a\u043e\u0432 45 \u043c\u0438\u043d\u0443\u0442\u0430\u043c\u0438. \u0411\u043e\u043b\u044c\u0448\u0438\u043d\u0441\u0442\u0432\u043e \u0432\u044b\u0441\u0442\u0443\u043f\u043b\u0435\u043d\u0438\u0439 \u043f\u0440\u043e\u0432\u0435\u0434\u0435\u043d\u043e \u043d\u0430 \u0430\u043d\u0433\u043b\u0438\u0439\u0441\u043a\u043e\u043c \u044f\u0437\u044b\u043a\u0435, \u0430 \u043d\u0435\u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0443\u0436\u0435 \u0441\u043d\u0430\u0431\u0436\u0435\u043d\u044b \u0441\u0443\u0431\u0442\u0438\u0442\u0440\u0430\u043c\u0438: Amber Case: Location and the future of the interface \u0432\u0438\u0434\u0435\u043e, \u0441\u043b\u0430\u0439\u0434\u044b Breed Lewis: Planting the seeds \u0432\u0438\u0434\u0435\u043e, \u0441\u043b\u0430\u0439\u0434\u044b Karen Ferris: Balanced Diversity — A Portfolio Approach to Organisational Change \u0432\u0438\u0434\u0435\u043e, \u0441\u043b\u0430\u0439\u0434\u044b 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