www.pwc.

com

CEO CIO:

PwC

2013

 :
1993
2000
2001 (Unilever, GroupM)
2007 PwC
2008 CIO (29 ) PwC

IT-

CEO CIO:
PwC Russia

2013
2

 (added value) ?

1.
2.
3.
4.
(
)
5.

CEO CIO:
PwC Russia

2013
3

 : iPh0ne / iPad

CEO CIO:
PwC Russia

2013
4

 : .

CEO CIO:
PwC Russia

2013
5

 : Rocksmith

CEO CIO:
PwC Russia

2013
6

 CEO
?

KPI, SLA

CEO CIO:
PwC Russia

2013
7







S.M.A.R.T. :
Specific
Measurable
Actionable (Achievable)
Realistic (Relevant)
Timebound
CEO CIO:
PwC Russia

2013
8

 KPI :

SLA -

-


(, , )
KPI

(Balanced Scorecards)
CEO CIO:
PwC Russia

2013
9

 KPI :

1.

5%
2. ROI TCO -
3. ( )
4.

5. -

KPI 3-5

CEO CIO:
PwC Russia

2013
10

 KPI :
-


(
)


HelpDesk ( 1:150
1:200)

10%

CEO CIO:
PwC Russia

2013
11

 KPI:

CEO CIO:
PwC Russia

2013
12

 KPI HelpDesk:
( )

2%

2%

1%

13%

82%

:
CEO CIO:
PwC Russia

2013
13

 KPI HelpDesk:

100
95
90
85
80
75
70
65
60
55
50
45
40
35
30
25
20
15
10
5
0

CEO CIO:
PwC Russia

2013
14

 KPI HelpDesk:

- e-mail

CEO CIO:
PwC Russia

100
95
90
85
80
75
70
65
60
55
50
45
40
35
30
25
20
15
10
5
0

2013
15

 KPI HelpDesk:
,
100
90
80
70
60

50
40
30
20
10
0
CEO CIO:
PwC Russia

2013
16

 KPI HelpDesk: -
, 3
70
60
50
40
30
20
10
0
CEO CIO:
PwC Russia

2013
17

 KPI HelpDesk ?!

19-22 2013

CEO CIO:
PwC Russia

2013
18

 (dashboard)

CEO CIO:
PwC Russia

2013
19

 KPI

KPI

KPI

CEO CIO:
PwC Russia

2013
20


KPI

KPI

KPI

CEO CIO:
PwC Russia

2013
21

 !
19-22 2013

+7 (903) 613 2797
+7 (495) 967 6000
dmitry.inshakov@gmail.com
dmitry.inshakov@ru.pwc.com

. ,
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2013 PwC. .

CEO CIO:
PwC Russia

2013
23

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CEO CIO:
PwC Russia

2013
24

 ServiceDesk:

CEO CIO:
PwC Russia

2013
25

 ServiceDesk:
,

CEO CIO:
PwC Russia

2013
26

 ServiceDesk:
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CEO CIO:
PwC Russia

2013
27

 (dashboard)

CEO CIO:
PwC Russia

2013
28

 KPI

,



/

CEO CIO:
PwC Russia

2013
29

 KPI

,
,

,
(
,
)

CEO CIO:
PwC Russia

2013
30