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Управление ИС. Методологические основы управления ИТ-инфраструктурой предприятия, базирующиеся на библиотеке передового опыта ITIL и модели ITSM.

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Управление ИС

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5181242


Itil itsm

- , ITIL ITSM

- , .


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-


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ITIL

  • ITIL/ITSM - - , 20 .

  • ITIL (IT Infrastructure Library - )

  • ITIL , ,


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ITIL

  • ITIL( ) , , .

  • , , - .

  • ISO 9000 ( 9000). , (KPI), , .


Itil it infrastructure library

ITIL (IT Infrastructure Library) -


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ITIL

ITIL :

  • 1. (. Service Support)

  • 2. (. Service Delivery)

  • 3. (. Planning to Implement Service Management)

  • 4. (. Application Management)

  • 5. - (. ICT Infrastructure Management)

  • 6. (. Security Management)

  • 7.- (. The Business Perspective)

  • 8. (. Software Asset Management).

    ITIL (ITIL v.3) 2007. - , " ". ITIL v.3 :

  • 1. (. Service Strategy)

  • 2. (. Service Design)

  • 3. (. Service Transition)

  • 4. (. Service Operation)

  • 5. (. Continual Service Improvement)


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ITSM

ITIL , IT ServiceManagement ITSM:

  • 1.

  • 2.

  • 3.

  • 4.

  • 5.

  • 6.

  • 7. ()

  • 8.

  • 9.

  • 10.

    , ITSM ServiceDesk.


Iso 20000

ISO 20000

  • ITIL BSI 15 000, ISO 20000.

  • ITIL .


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ITSM

  • ITSM, ITIL, -

  • -, ITSM , -, , .

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  • ITIL, .

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ITIL


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  • ITSM - ( ) ITIL.

  • 10 .


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-


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  • .

  • ITIL , .


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  • 1. (Service Level Management)

  • , - - , (Service Level Agreement SLA).

  • -, , -.


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(SLA) - :

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  • / , -;

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  • 2. , -, . - , .


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  • 3. -- - .

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  • - , , , .


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  • 4. .


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  • 5. , , , , .

  • - - ( , ). , , , , , ITIL . ( ) .


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  • . ITIL , . .


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  • (Incident Management).

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:

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3. (onfiguration Management).

  • - ( , ) -, -.

  • , , (CI Configuration Item) .

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4. (Change Management).

  • - , , .

  • , , , .

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  • 5. (Release Management).

  • , - .

  • , .

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  • (Definitive Software Library DSL - , , .

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  • ITSM .

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ITSM

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ITSM

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ITSM

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  • - -, -.


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ITIL/ITSM

  • EXIN ( )

  • ISEB (The Information Systems Examination Board British Computer Society).

    ITIL/ITSM -

  • Hewlett-Packard Consulting,

  • "-",

  • IT-Expert.


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ITIL/ITSM .

- :

  • Hewlett-Packard,

  • Computer Associated,

  • IBM,

  • BMC Software

  • Microsoft.

    - - .


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  • ITIL/ITSM ITSM-, , , , .

  • , , (, ITSM .RU), , .

  • " -" ITSMF .

  • ITSMF International -. 1991 ITSM, .

  • ITSMF 41 .

  • ITSMF Russia 2005 200 45 .


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