Вы находитесь на странице: 1из 50

I; Best Practice

Office of Government Commerce


ITIL
e
The key to
Managing IT
services
!
-
n ITIL, H Yn. Bn vn x. E n
n a n .
80-x 20- B n n , v ,
k H-k, k vn , H-
q vn . n x n n, v -
n u H n u-
. Hnv x a , v a u, x n ,
n n nv n H - IT Infrastructure Library. H
nx ITIL, n H-n n
n vx x n.
nk ITIL nk . O nx
- n, v P q nqux n H-
n, n n . 3n ITIL
nk x n u n H.
Yv a , - n u ITIL .
x ITIL, un - n nkk uq: n P,
q n n, n
n, v nu k x u,
x ITIL. a un n
n v.
H, v a n nk u , n n -
u n H-n x nvx n
n q n n H n.
:
3O - n 0GCnTS03a k u qn x n
n n .
S n nk, k nn

TSO, S (Janine Eves) Xn H (Julie Pointer). M n


x .
k n a vn nk v ,
nn n n n n v .
On xn n n a , a
n u n H, n P.
H - Ln L
- - n qux xn, nk
n q u n. - n a P
k u n H, nx ITIL (IT Infrastructure Library). n n
k -u, nk (ERP), 1P-nk, k
H-q-. , k , u u, n x,
qu . Bn k quk
!!!"#-$%&'"()
London: TSO

Pubished by TSO !The Stationery Office" and avaiabe from:
Online www.tso.co.uk/bookshop
Mail,Telephone, Fax & !"ail
TSO
PO #o$ %&' (or)ich' (*+ IG(
Tee,hone orders-Genera en.uiries: /01/ 2// 33%%
4a$ orders: /01/ 2// 33++
56mai: book.orders7tso.co.uk
Te$t,hone /01/ %8/ +1/9
T#O #hops
9%+ :ings)ay' London' ;C%# 2P< /%/ 1%8% 2+&+ 4a$ /%/ 1%8% 2+&8 2062& #u Street' #irmingham #8 2=> /9%9 %+2 &2&2 4a$
/9%9 %+2 &2&& &6%9 Princess Street' Manchester M2/ 0=3 /929 0+8 1%/9 4a$ /929 0++ /2+8
92 =rthur Street' #efast #TI 8G>
%0 &/%+ 0839 4a$ /%0 &/%+ 38/9 9069& ?igh Street' Cardiff C4IO IPT
%& %/+& 3380 4a$ /%& %/+0 8+81 19 Lothian *oad' 5dinburgh 5?+ &=@ /01/ 2/2 3S22 4a$ /01/ 2/2 3300
For further information on OGC products, contact:
OGC Service Desk
Roseber Court
St !ndre"s #usiness $ark
%or"ich %R& '(S
Tee,hone A88 !/" 083 /// 8&&&
)his document has been produced usin*
procedures conformin* +
#S,&,' $arr -: -./&0 1SO .''-: -./&
T#O $ccre%ite% $&ents
!see Beo) Pages"
and through good bookseers
$ub2ished "ith the permission of the Office of Government Commerce on beha2f of the Contro22er of (er 3a4est5s Stationer
6 Cro"n Copri*ht 7'',
)his is a 8a2ue !dded product "hich is outside the scope of the (3SO Core 2icence9
!pp2ications to reuse, reproduce or repub2ish e:tracts of materia2 in this pub2ication shou2d be sent to (3SO, 2icensin* Division, St
C2ements (ouse, 7;-< Co2e*ate, %or"ich, %R= -#>?
)e2 %o @'-<'=A <7-''' Fa: %o @'-<'=A &7=''', B;mai2: hmso2icensin*Ccabinet;ofBce9:9*si9*ov9uk , or comp2ete the app2ication
form on the (3SO "ebsite: """9hmso9*ov9ukDcopri*htD2icencesDva2ueaddedDappform9htm
(3SO, in consu2tation "ith Office of Government Commerce @OGGA, ma then prepare a 8a2ue !dded 2icence based on standard
terms tai2ored to our particu2ar reEuirements inc2udin* pament terms
First pub2ished 7'',
1S#% ' -- =='.F/ -
)it2es "ithin the 1)1G series inc2ude:
Service Support @$ub2ished 7'''A Service Desk and the $rocess
of 1ncident 3ana*ement, $rob2em 3ana*ement, Confi*uration
3ana*ement, Chan*e 3ana*ement and Re2ease 3ana*ement
Service De2iver @$ub2ished 7''-A
Capacit 3ana*ement, !vai2abi2it 3ana*ement, Service Geve2 3ana*ement, 1) Service Continuit,
Financia2 3ana*ement for 1) Services and Customer Re2ationship 3ana*ement
1C) 1nfrastructure 3ana*ement
!pp2ication 3ana*ement
$2annin* to 1mp2ement Service 3ana*ement
Securit 3ana*ement
#usiness $erspective: )he 1S 8ie" on De2iverin* Services to the #usiness
1)1G back cata2o*ue ; an historica2 repositor avai2ab2e as $DF do"n2oads from """9tso9co9ukD))1G
)he 3ana*ers5 set
)he comp2ementar *uidance set
Bnvironmenta2 mana*ement, strate* and computer operations set
1S#% ' -- ==''-, /
1S#% ' -- ==''-& F
1S#% ' -- =='/<, ,
1S#% ' -- =='/<< =
1S#% ' -- =='/&& .
1S#% ' -- ==''-F H
1S#% ' -- =='/.F .
'()*+),-.,
I+JKLMJNOP +NQ :iii
RSTM+NQM :v
UQJSV :v
1: -
-9- WMXNMJYZ 1)1G -
-9-9- De2eted -
-9-97 RSTQ[ LVJ -
-9-9= \JZPTZSJ T;]ZYJ 7
-9-9F RT^T, SMPJMSQZPPV[ PZ YZ_+JQ 7
-9-9, `SK itS3F F
-97 a+JSKYJKSMbZcMd WMXNMJYM 1)1G F
-9= eNQZd ZKTMJSMd ,
-9F fZQMgZcMd L WMXNMJY 1)1G ,
-9, R_K QVXSZPZ YPcLcMd ++JZQP[ TMZgSZVh &
-9< iPMgZ jRTTSkYZ K+NKgl /
-9& mLSZQNPM K+NKgZM /
-9/ nZYZb_MYM M RNObQZJNM .
-9. \QT LSZYJM_+YM^ SYPTZcM[ TNd SgZPMbZcMM mLSZQNPMd op;
K+NKgZM ; $D''', -'
-9-' mLSZQNPM K+NKgZM: LSc++PV[ LT^T -'
-9-- aYPTKZd NMJSZJKSZ --
2: ! "#$ -=
79- mLSZQNPM YP]MgKSZcMdM -=
797 mLSZQNPM MbPPMdM -F
79= mLSZQNPM SNMbZM -,
79F mLSZQNPM MPcMTPJZM -,
79, mLSZQNPM LSXNZM -,
79< \NKkXZ Service Desk -,
79& mLSZQNPM KSQP X+NKkMQZPMd -<
79/ mLSZQNPM qP+JdM -<
79. mLSZQNPM ]MPZP+ZM TNd op;K+NKg -&
79-' mLSZQNPM T+JKLP+JOr -&
79-- mLSZQNPM PLSSVQP+JOr LST+JZQNPMd op;K+NKg -&
79-7 mLSZQNPM QbZMJPsPMdM + nZYZb_MYZM -/
79-= mLSZQNPM MP]SZcMPPVM M YKPMYZcMPPVM J^PNgMdM @1C)A
-/
79-F mLSZQNPM LSMNkPMdM -/
79-, mLSZQNPM MP]SZcMPP[ XbLZ+P+JOr -.
79-< RSc++V X+L_MQZrq[ MP]SZ+JSKYJKSV -.
79-& mLSZQNPM LSYJZM -.
i
%: &' & 7-
=9- RSMKq+JQZ mLSZQNPMd K+NKgZM 7-
=97 RSc++PV[ LT^T 7-
=9= RSMQSkPP+JO SKYQT+JQZ 7F
=9=9- U+LYJV LSMQSkPP+JM SKYQT+JQZ 7F
=9=97 RSMQSkPP+JO SKYQT+JQZ PZ tJZL LNZPMSQZPMd 7F
=9F iKNOJKSPV Z+LYJV 7,
=9F9- uJ +X[ LST+JZQNdJ YKNOJKSZ SgZPMbZcMMh 7<
=9F97 vJQJ+JQPP+JO 7&
=9F9= uJ LPMZJ+d LT jYKNOJKS[ X+NKkMQZPMdlh 7&
=9F9F iZY tJ JP+MJ+d Y LST+JZQNPMr op;K+NKgh 7&
=9F9, ug ^JdJ nZYZb_MYMh 7/
=9F9< aZ+LS+JSZPPPV LSZQTZPMd Q+JM TN wYZY XV_Pw =-
=9F9& \YNOY Q+ tJ XKTJ +JMJOh =-
=9F9/ iZYQV LJPcMZNOPV LSMKq+JQZ bZXJV nZYZb_MYZ^h =7
=9F9. vXK_PM L mLSZQNPMr K+NKgZM ==
(: )!* +,-./0, 1,23 =,
F9- vXbS =,
F9-9- nZ_ PKkPZ \NKkXZ Service Deskh =,
F9-97 RSXNZ LTTSkYM =<
F9-9= oP]SZcMPP;+LSZQ_PV[ cPJS =&
F9-9F (e2p Desk =&
F9-9, \NKkXZ Service Desk =&
F9-9- iZY \NKkXZ Service Desk kJ L_O QZs[ SgZPMbZcMMh =/
F9-9< IV+JZQNPM +_JQ bZ K+NKgM LTTSkYM =.
F9-9& vLSZcMPPV M XMbP+ LSMKq+JQZ F'
F9-9/ aNO M PZLSZQNPM TdJNOP+JM \NKkXV Service Desk F'
F9-9. IbZMT[+JQM + nZYZb_MY F-
F9-9-' oP]SMSQZPM nZYZb_MYQ M RNObQZJN[ F7
F9-9-- R+qPM FF
F9-9-7 fZXNrTZV +XVJMd MP]SZ+JSKYJKSV F,
F9-97 UQJZJM_+YM QVbVQZV MPcMTPJV MP]SZ+JSKYJKSV F,
F9-9-= xTNO MPcMTPJQ MP]SZ+JSKYJKSV F<
F9-9-F RSMKq+JQZ F<
F9-9-, o+LNObQZPM MPJSPJ;J^PNgM[ F&
F97 IPTSPM MP]SZ+JSKYJKSV \NKkXV Service Desk F&
F979- RTXS LS+PZNZ F/
F9797 RNZPQV JSMYM t]]YJMQP+JM F/
F979= fZ _J +NTKJ XSZJMJO QPMZPM F.
F979F IVXS LT^Tdq[ +JSKYJKSV \NKkXV Service Desk
F.
F979, pMLV +JSKYJKSV \NKkXV Service Desk F.
F979< yYZNOPZd \NKkXZ Service Desk ,'
F979& ePJSZNOPZd \NKkXZ Service Desk ,-
F979/ IMSJKZNOPZd \NKkXZ Service Desk ,-
F979. iP]MgKSMSQZPM \NKkXV Service Desk ,=
F979-' zNXZNOPZd YSKgN+KJ_PZd LTTSkYZ ,F
F979-- iNZ++M]MYZcMd oPcMTPJQ ,,
F979-7 vXbS LSc++Z YNZ++M]MYZcMM ,<
F9= p^PNgMM \NKkXV Service Desk ,<
F9=9- iLOrJSMbMSQZPPZd \NKkXZ Service Desk ,&
F9=97 RSMKq+JQZ YLOrJSMbMSQZPP[ \NKkXV
Service Desk ,&
F9=9= aZbSZXJZJO +Z+JdJNOP MNM YKLMJOh ,/
F9=9F aZXJZ Q PgLNZJ]SPP[ +ST ,/
F9=9, aZXJZ Q {!%;MP]SZ+JSKYJKS ,.
F9=9< oPJNNYJKZNOPV JN]PPV +M+JV, M+LNObQZPM
gN+Q[ L_JV M emai2 ,.
F9=9& aZbQSJVQZPM +JSZJgMM +ZX+NKkMQZPMd ,.
F9=9/ iSMJM_+YM ]ZYJSV K+L^Z <'
F9=9. fZ _J PZT XSZJMJO QPMZPM LSM QPTSPMM <-
F9=9-' UKJ+S+MPg \NKkXV Service Desk <7
F9F vXdbZPP+JM \NKkXV Service Desk, ]KPYcMM, KSQPM
YZTSQg X+L_PMd M LS_ <=
F9F9- `KPYcMM \NKkXV Service Desk <F
F9F97 iZYM nZLS+V +NTKJ SgM+JSMSQZJO <F
F9F9= RNP_Md \NKkXV Service Desk <,
F9F9F mLSZQNPM t+YZNZcM[ <,
F9F9, mSQPM YZTSQg X+L_PMd \NKkXV Service Desk <&
F9F9< pYK_+JO LS+PZNZ </
F9F9& xPMJSMPg KSQPd bZgSKbYM LS+PZNZ <.
F9F9/ UPZNMb M LS+V +JLPM KTQNJQSPP+JM nZYZb_MYQ <.
F9F9. iLNYJQZPM LS+PZNZ \NKkXV Service Desk
TNd PXNOsM^ LTSZbTNPM[ &'
F9F9-' v+QTNPP+JO LS+PZNZ QJS[ NMPMM LTTSkYM &'
F9F9-- vLSTNPM LJSXP+J[ nZYZb_MYQ Q XK_PMM &-
F9F9-7 mPOsPM LJYZ XSZqPM[ &-
F9F9-= \L+XV LSTNPMd bZgSKbYM LS+PZNZ &-
F9, fZQVYM LS+PZNZ \NKkXV Service Desk &7
F9,9- v+PQPV JSXQZPMd nZYZb_MYQ &=
F9,97 it]]McMPJV SZbSsPMd bZLS+Q &=
F9< m+JZPQYZ SZX_[ +STV \NKkXV Service Desk &=
F9<9- aZX_Zd +STZ \NKkXV Service Desk &F
F9<97 vLSTNPM QZsM^ K+NKg &F
F9<9= pSXQZPMd Y \NKkX Service Desk LST bZLK+Y SNMbZ &,
F9<9F aYNZZ M LSTZkZ \NKkXV Service Desk &<
F9<9, jWV+JSV LXTVl &&
F9& vXK_PM M JSPMPgM TNd LS+PZNZ \NKkXV Service Desk &/
F9&9- fZQVYM SZXJV + NrTOM &/
F9&97 RSMSMJJV TNd SKYQT+JQZ &.
F9&9= RS]++MPZNOPV[ LS]MNO +JSKTPMYZ \NKkXV Service Desk /'
F9&9F vXdbZPP+JM LS+PZNZ +NKkXV LTTSkYM M JPsPM Y
nZYZb_MYK /'
F9&9, aZXJZ + nZYZb_MYZM /-
F9&9< mPM ZYJMQP +NKsZJO /7
F9&9& vXK_PM LS+PZNZ \NKkXV Service Desk /=
F9/ RSc++V M LScTKSV, QVLNPdV \NKkX[ Service Desk /=
F9/9- fZ _J +NTKJ XSZJMJO QPMZPM /=
F9/97 vXqZd +JSKYJKSZ QLS+Q /F
F9/9= \QTPMd nZYZb_MY M g MTPJM]MYZcMd /F
F9/9F RTTSkYZ XZbV TZPPV^ nZYZb_MYQ /,
F9/9, xZSYJMPg \NKkXV Service Desk +STM nZYZb_MYQ /,
F9. vJ_JP+JO M ZPZNMb oPcMTPJQ /<
F9.9- |]]YJMQPV[ ZPZNMb bZgSKbYM LS+PZNZ /&
F9.97 uZ+JJZ LST+JZQNPMd J_JQ M ZPZNMbZ //
F9.9= US^MQZcMd K_JPV^ bZLM+[ \NKkXV Service Desk /.
F9-' IVQTV /.
F9-'9- iSMJM_+YM ]ZYJSV K+L^Z .'
F9-'97 aKYQT+JQ L QPTSPMr \NKkXV Service Desk .' RSMNkPM
FU: RSMS TYKPJZ aNMb .'
4: "#) $ .=
,9- eNO LSc++Z mLSZQNPMd MPcMTPJZM .=
,97 aZYM LSc++Z mLSZQNPMd MPcMTPJZM .=
,9= v+PQPV LPdJMd .,
,9=9- vXSZXJYZ oPcMTPJZ .,
,9=97 RSQZd, QJSZd M JSJOd NMPMM LTTSkYM .&
,9=9= \SZQPPM ]KPYcMPZNOP[ M MSZS^M_+Y[ t+YZNZcMM ./
,9=9F RSMSMJJ ..
,9=9, \QdbM kTK oPcMTPJZM, RSXNZM, obQ+JPVM sMXYZM
M nZLS+ZM PZ obPPM @RFCA -''
,9F RSMKq+JQZ mLSZQNPMd MPcMTPJZM -'7
,9, RNZPMSQZPM M QPTSPM -'=
,9,9- \SYM M LNZPMSQZPM -'=
,9,97 iSMJM_+YM ]ZYJSV K+L^Z -'F
iv
,9,9= IbkPV JSKTP+JM QPTSPMd -'F
,9< }[+JQMd Q ^T LSc++Z mLSZQNPMd MPcMTPJZM -',
,9<9- vXPZSKkPM M bZLM+O oPcMTPJZ -',
,9<97 iNZ++M]MYZcMd M LSQM_PZd LTTSkYZ -'<
,9<9= aZ++NTQZPM M TMZgP+JMYZ -'.
,9<9F aZbSsPM M Q++JZPQNPM ---
,9<9, nZYSVJM oPcMTPJZ --7
,9<9< INZTPM, PMJSMPg, J+NkMQZPM M YKPMYZcMM --=
,9& vXSZXJYZ YSKLPV^ oPcMTPJQ --F
,9/ aNM Q LSc++ mLSZQNPMd MPcMTPJZM --,
,9/9- xPTkS MPcMTPJQ --,
,9/97 RS+PZN +NKkXV LTTSkYM, K_Z+JQKrqM[ Q XSZXJY
oPcMTPJQ --,
,9. iNr_QV LYZbZJNM t]]YJMQP+JM --<
,9-' \ST+JQZ --& RSMNkPM ,U: RSMS +M+JV YTMSQZPMd TNd
YNZ++M]MYZcMM oPcMTPJQDbZLS+Q --/
RSMNkPM ,W: RSMS +M+JV YTMSQZPMd LSMSMJJQ --.
RSMNkPM ,I: pSXQZPMd Y TZPPV bZLM+[ X oPcMTPJ -7'
RSMNkPM ,z: RSc++ SZ++NTQZPMd oPcMTPJZ -7-
RSMNkPM ,}: vXSZXJYZ oPcMTPJZ \NKkX[ Service Desk
@tJZLVA -77
5: "#) "#*) -7=
<9- eNO LSc++Z mLSZQNPMd LSXNZM -7=
<97 aZYM LSc++Z mLSZQNPMd LSXNZM -7=
<9= v+PQPV LPdJMd -7F
<9=9- I _ SZbPMcZ kTK mLSZQNPM MPcMTPJZM M mLSZQNPM
LSXNZMh -7,
<9=97 iPJSNO RSXN -7,
<9=9= iPJSNO sMXY -7<
<9=9F mLSkTZrq mLSZQNPM LSXNZM -7&
<9=9, UPZNMb YSKLPV^ RSXN -7&
<9F RSMKq+JQZ LSc++Z mLSZQNPMd LSXNZM -7&
<9, RNZPMSQZPM M QPTSPM -7/
<9,9- iSTMPZcMd M LNZPMSQZPM -7/
<9,97 iNr_QV ]ZYJSV K+L^Z -7/
<9,9= aM+YM -7.
<9< }[+JQMd L YPJSNr RSXN -7.
<9<9- oTPJM]MYZcMd M bZLM+O RSXNV -='
<9<97 iNZ++M]MYZcMd RSXNV -=7
<9<9= aZ++NTQZPM M TMZgP+JMYZ RSXNV -=,
<9<9F \QJV L YPJSNr RSXN -=<
<9& }[+JQMd L YPJSNr sMXY -=&

<9&9- oTPJM]MYZcMd M bZLM+O sMXY -=/


<9&97 vcPYZ sMXY -=/
<9&9= nZLM+O X K+JSZPPMM sMXY -F'
<9&9F nZYSVJM sMXYM -F'
<9&9, xPMJSMPg RSXN M LSgS++Z SZbSsPMd sMXY -F'
<9&9< \QJV L YPJSNr sMXY -F-
<9/ mLSkTZrq mLSZQNPM LSXNZM -F7
<9/9- UPZNMb JPTPcM[ -F7
<9/97 fZLSZQNPM LSTKLSTMJNOPV^ T[+JQM[ -F=
<9/9= \QJV L KLSkTZrqK mLSZQNPMr LSXNZM -FF
<9/9F UPZNMb YSKLPV^ RSXN -FF
<9. oP]SZcMPP X+L_PM +NKkXV LTTSkYM -F,
<9.9- RST+JZQNPM KLSZQNP_+Y[ MP]SZcMM -F,
<9.97 aZ+LSTNPM MP]SZcMM -F,
<9-' xJSMYM -F<
<9-'9- vJ_JV L YPJSNr RSXNDsMXY -F<
<9-'97 RSMTM_+YM[ ZKTMJ -F&
<9-'9= \QJV L ++JZQNPMr JSMY -F&
<9-- aNM LSc++Z mLSZQNPMd LSXNZM -F/
<9--9- xPTkS LSXN -F.
<9--97 RTTSkYZ SsPMd RSXN -F. RSMNkPM <U: RSMS
+JSKYJKSV YTQ TNd LSTNPMd
YZJgSM[ RSXNDsMXY -,-
RSMNkPM <W: UPZNMb iLPSZ M pSg -,=
RSMNkPM <I: }MZgSZV osMYZQV -,,
6: "#) 78'!#$ -,&
&9- eNO LSc++Z mLSZQNPMd YP]MgKSZcMdM -,&
&97 aZYM LSc++Z mLSZQNPMd YP]MgKSZcMdM -,&
&9= v+PQPV LPdJMd -,/
&9=9- RNZPMSQZPM mLSZQNPMd YP]MgKSZcMdM -,/
&9=97 oTPJM]MYZcMd YP]MgKSZcMM M m_JPV^ tNPJQ -,.
&9=9= iPJSNO YP]MgKSZcM[ -<'
&9=9F m_J +JZJK+Z YP]MgKSZcMM -<'
&9=9, ISM]MYZcMd M ZKTMJ YP]MgKSZcM[ -<'
&9=9< iP]MgKSZcMPPV[ XZbM+ -<'
&9=9& iP]MgKSZcMPPZd XZbZ TZPPV^ K_JPV^ tNPJQ @C3D#A -<-
&9=9/ WMXNMJYM LSgSZPg X+L_PMd M TYKPJQ -<7
&9=9. WMXNMJYZ tJZNPPg LSgSZPg X+L_PMd
@DSGA -<7
&9=9-' mLSZQNPM NMcPbMdM -<7
&9F RSMKq+JQZ M QbkPV LSXNV -<=
&9F9- RSMKq+JQZ -<=
9 ./
&9F97 IbkPV LSXNV -<F
&9, RNZPMSQZPM M QPTSPM -<<
&9,9- fZ_ZNOP LNZPMSQZPM -<<
&9,9- \gNZ+QZPM cNM, bZTZ_, Z+sJZXZ, LSMSMJJQ M LT^TZ Y
QPTSPMr Q +JQJ+JQMM + JSXQZPMdM XMbP+Z -<&
&9,97 fZbPZ_PM xPTkSZ YP]MgKSZcM[ M LNZPMSQZPM gSKLLV
mLSZQNPMd YP]MgKSZcMdM -</
&9,97 UPZNMb +Kq+JQKrqM^ +M+J -<.
&9,9= aZbSZXJYZ LNZPQ mLSZQNPMd YP]MgKSZcMdM M
LSYJMSQZPM +M+J -<.
&9,9= RTSXP LNZPMSQZPM QPTSPMd -&'
&9,9F fZLNPPM C3D# M DSG -&=
&9,9, RSYNr_PM PZ PQV LSc++V -&F
&9,9< }SKgM QLS+V, +QdbZPPV + QPTSPM -&,
&9,9& nZJSZJV -&<
&9< }[+JQMd -&&
&9<9- RNZPMSQZPM mLSZQNPMd YP]MgKSZcMdM -&&
&9<97 oTPJM]MYZcMd YP]MgKSZcMM -&/
&9<9= iPJSNO m| -/<
&9<9F m_J +JZJK+Z YP]MgKSZcMM -.-
&9<9, ISM]MYZcMd M ZKTMJ YP]MgKSZcM[ -.7
&9<9< abSQMSQZPM C3D#, ZS^MQV M +NKkXPV
T[+JQMd -.=
&9<9& RST+JZQNPM K+NKg L mLSZQNPMr YP]MgK
SZcMdM -.F
&9& iPJSNO LSc++Z -.F
&9&9- mLSZQNP_+YZd J_JP+JO -.F
&9&97 iNr_QV LYZbZJNM t]]YJMQP+JM -.,
&9/ IbZMT[+JQM + TSKgMM LSc++ZM -.<
&9. RSgSZPV +ST+JQZ, +QdbZPPV + LSc++ mLSZQNPMd
YP]MgKSZcMdM -..
&9.9- \M+JZ mLSZQNPMd YP]MgKSZcMdM -..
&9.97 mLSZQNPM YP]MgKSZcMdM Rv 7'-
&9.9- RTTSkYZ mLSZQNPMd MbPPMdM M mLSZQNPMd SNMbZM 7'-
&9.9= UKTMJ YP]MgKSZcM[ 7'-
&9.9F iSLSZJMQPV +M+JV M +ST+JQZ 7'-
&9.9, }SKgM +ST+JQZ 7'7
&9-' IbT[+JQM PQV^ J^PNgM[ 7'=
&9-- aYPTZcMM L mLSZQNPMr YP]MgKSZcMdM 7'=
&9--9- mSQPO YPJSNd 7'=
&9--97 IS+MM MNM QZSMZPJVh 7'F
&9--9= IVXS +ST+JQ mLSZQNPMd YP]MgKSZcMdM 7',
RSMNkPM &U: ePJSZNOP LTSZbTNPM L mLSZQNPMr
MbPPMdM, YP]MgKSZcMdM M SNMbZM 7'<
RSMNkPM &W: pMLM_PV XdbZPP+JM gSKLLV mLSZQNPMd
YP]MgKSZcMdM 7-7
RSMNkPM &I: aYPTKV ZJSMXKJV m| 7-,
:: "#) 7-&
/9- eNO LSc++Z mLSZQNPMd MbPPMdM 7-&
/9-9- fZbPZ_PM 7-&
/9-97 RSTQ[ LVJ 7-&
/9-9- mLSZQNPM LSYJZMDLSgSZZM M mLSZQNPM MbPPMdM
7-&
/97 aZYM LSc++Z mLSZQNPMd MbPPMdM 7-/
/979- R_K obPPMd QZkPV 77'
/9797 zSZPMcV kTK SZbSsPM MPcMTPJQ M mLSZQNPM
MbPPMdM 77-
/979= aZbSZXJYZ LSMNkPM[ M mLSZQNPM MbPPMdM 777
/979F obPPMd Q XMbP+ M mLSZQNPM MbPPMdM 77=
/9= v+PQPV LPdJMd 77=
/9=9- nZLS+V PZ obPPM 77&
/9=97 iP+KNOJZJMQPV[ YMJJ L MbPPMd 77.
/9=9= xJSMYM MbPPM[ 7=-
/9=9- \gNZ+QZPPV[ gSZ]MY MbPPM[ M TNM MbPPM[ 7=-
/9=9F UKJ+S+MPg M mLSZQNPM MbPPMdM 7==
/9=9, RNZP YSMJM_PV^ LS+JQ 7=,
/9F RSMKq+JQZ, bZJSZJV M QbkPV LSXNV 7=,
/9F9- RSMKq+JQZ 7=,
/9F97 nZJSZJV 7=<
/9F9= IbkPV LSXNV 7=<
/9, }[+JQMd 7=/
/9,9- RNZPMSQZPM QPTSPMd LScTKS LSZcMPPg KSQPd 7=.
/9,9- agM+JSZcMd M ]MNOJSZcMd MbPPM[ 7=.
/9,97 fZbPZ_PM LSMSMJJQ 7F'
/9,9= iZJgSMbZcMd MbPPM[ 7F-
/9,9F \XSZPMd C!# 7F7
/9,9, vcPYZ QNMdPMd M S+KS+Q 7F=
/9,9< mJQSkTPM MbPPM[ 7FF
/9,9& \+JZQNPM gSZ]MYZ MbPPM[ 7F,
/9,9/ \XSYZ, J+JMSQZPM M QPTSPM MbPPM[ 7F&
/9,9. \S_PV MbPPMd 7F/
/9,97 \XSYZ, J+JMSQZPM M QPTSPM +S_PV^ obPPM[ 7,'
/9,9-' UPZNMb obPPM[ 7,-
/9,9= UPZNMb LSTKYJMQP+JM M t]]YJMQP+JM LSc++Z mLSZQNPMd
MbPPMdM 7,7
/9,9F aNM M XdbZPP+JM 7,=
/9< RNZPMSQZPM M QPTSPM 7,,
/9<9- fZbPZ_PM SNM xPTkSZ MbPPM[ 7,,
/9<97 IVXS +M+JV mLSZQNPMd MbPPMdM 7,<
/9<9= RNZPMSQZPM +M+JPg ZPZNMbZ 7,<
/9<9F RNZPMSQZPM QPTSPMd 7,<
/9<9, aKYQT+JQ 7,&
/9& xJSMYM M KLSZQNP_+YZd J_JP+JO7,. /9&9- UKTMJ TNd LSQSYM PZ
+JQJ+JQM 7<-
/9/ RSgSZPV +ST+JQZ 7<7
/9. nPZ_PM M+LNObQZPMd PQV^ J^PNgM[ 7<=
/9.9- INMdPM PZ XMbP+ 7<=
/9.97 p^PNgMM 7<F
;: "#) #) 7<&
.9- eNO LSc++Z mLSZQNPMd SNMbZM 7<&
.97 aZYM LSc++Z mLSZQNPMd SNMbZM 7</
.9= v+PQPV LPdJMd 7<.
.9=9- aNMb 7<.
.9=97 RNMJMYZ M LNZPMSQZPM aNMbQ 7&'
.9=9= ~TMPMcZ aNMbZ 7&-
.9=9F oTPJM]MYZcMd aNMbZ 7&7
.9=9, pMLV aNMbQ 7&7
.9=9< WMXNMJYZ tJZNPPg Rv 7&F
.9=9& \YNZT tJZNPPg ZLLZSZJPg X+L_PMd @D(SA 7&,
.9=9- iP]MgKSZcMPPZd XZbZ TZPPV^ K_JPV^ tNPJQ @C3D#A 7&,
.9=9/ mLSZQNPM +XSY[ 7&<
.9=9. p+JMSQZPM 7&<
.9=9-' RNZP JYZJZ 7&<
.9F RSMKq+JQZ M QbkPV LSXNV 7&/
.9F9- RSMKq+JQZ 7&/
.9F97 IbkPV LSXNV 7&.
.9, RNZPMSQZPM M QPTSPM 7/-
.9,9- RNZPMSQZPM 7/-
.9,97 IPTSPM 7/.
.9,9= nZJSZJV 7.-
.9< }[+JQMd 7.7
.9<9- RNZPMSQZPM SNMbQ 7.7
.9<97 RSYJMSQZPM, +XSYZ M YP]MgKSZcMd aNMbZ 7.7
.9<9= RSMYZ aNMbQ 7.F
.9<9F RNZPMSQZPM SZbQSJVQZPMd 7.,
.9<9, iKPMYZcMM, LTgJQYZ M XK_PM 7./
.9<9< aZ+LS+JSZPPM M MP+JZNNdcMd 7..
.9& iPJSNO LSc++Z =''
.9&9- iNr_QV LYZbZJNM t]]YJMQP+JM =''
.9&97 mLSZQNP_+YZd J_JP+JO ='-
.9/ \QdbM + TSKgMM LSc++ZM ='-
.9/9- mLSZQNPM YP]MgKSZcMdM ='-
.9/97 mLSZQNPM MbPPMdM ='7
.9/9= RSgSZP X+L_PM SZbSZXJ_MYQ M L+JZQqMYQ ='7
.9/9F mLSZQNPM LSXNZM M +NKkXZ Service Desk ='7
.9/9, mLSZQNPM LSYJZM M $B1%CB7 ='=
.9. \LcMZNMbMSQZPPV +ST+JQZ TNd LSc++Z mLSZQNPMd
SNMbZM ='=
.9.9- \ST+JQZ mLSZQNPMd MbPPMdM ='=
.9.97 \ST+JQZ mLSZQNPMd YP]MgKSZcMdM ='=
.9.9- \ST+JQZ mLSZQNPMd YP]MgKSZcMdM Rv @SC3;+ST+JQZA ='=
.9.9= \ST+JQZ KLSZQNPMd +XSY[ ='F
.9.9F |NYJSPP SZ+LS+JSZPPM Rv =',
.9.97 \ST+JQZ LSQTPMd ZKTMJZ LSgSZPg M ZLLZSZJPg
X+L_PMd ='&
.9.9, \ST+JQZ KLSZQNPMd SZX_MM +JZPcMdM ='&
.9.9< \ST+JQZ KLSZQNPMd +SQSZM ='&
.9-' IbT[+JQM PQV^ J^PNgM[ ='/
.9-'9- WKTKq +ST+JQ LTTSkYM ='/
.9-'97 jpPYM[ YNMPJl ='/
.9-'9= xPgKSQPQV +M+JV ='/
.9-'9F oPJSPJ;LSMNkPMd ='.
.9-'9, vXPQNPMd Rv _Sb MPJSPJ =-'
.9-- aYPTZcMM L K+LsPK mLSZQNPMr SNMbZM =--
.9--9- mLSZQNPM YP]MgKSZcMdM =--
.9--97 mLSZQNPM MbPPMdM =-7
.9--9= mLSZQNPM SNMbZM =-7
.9--9F ILS+V LSYJMSQZPMd LSMNkPM[ =-7
.9--9- aZ+LNkPM LSgSZPg X+L_PMd: _J M gT +NTKJ
K+JZPZQNMQZJO =-=
RSMNkPM .U: iPJSNOPZd JZXNMcZ, M+LNObKZd LSM ZPZNMb
LNZPQ SZbQSJVQZPMd =-,
RSMNkPM .W: RSMS cN[ mLSZQNPMd SNMbZM TNd
SZ+LSTNPPV^ +M+J =-&
1<: #'#= # "#) !)!' =-.
-'9- pMLV LSgSZPV^ +ST+JQ =7'
-'97 vXXqPPV YSMJSMM cPYM LSgSZPV^ +ST+JQ =7'
-'979- RSgSZPV +ST+JQZ mLSZQNPMd K+NKgZM =7-
-'9= vXK_PM SZXJ + LSTKYJ =77
11: )# # "#) !)!' =7=
--9- RSYJ L mLSZQNPMr K+NKgZM =7=
--97 aZbSZXJYZ J^PMY;tYPM_+Yg X+PQZPMd =7=
--9= vcPYZ JYKq[ +MJKZcMM =7F
--9=9- IQTPM =7F
--9=97 jRSQSYZ bTSQOdl =7F
--9F vXqM SYPTZcMM L LNZPMSQZPMr LSYJZ =7,
--9F9- ZSZYJSM+JMYM LSYJZ =7,
--9F97 iS_+Y X+PQZPM LSYJZ =7<
--9F9= iSMJM_+YM ]ZYJSV K+L^Z M QbkPV LSXNV =7&
--9F9F nZJSZJV PZ LSYJ =7/
--9F9, vSgZPMbZcMd =7/
--9F9< vSMPJZcMd PZ LSTKYJ =7.
--9F9& RNZPMSQZPM =7.
--9F9/ RNZP YKPMYZcM[ =='
--9, UPZNMb LSYJZ M KLSZQNP_+YZd J_JP+JO ==-
--9,9- vJ_JV ^T LSYJZ ==-
--9,97 vcPYZ LSYJZ ==7
--9,9= R+NLSYJPV[ ZPZNMb ==7
--9,9F UKTMJ PZ +JQJ+JQM + M+LNObQZPM LZSZJSQ YZ_+JQZ
===
--9,9, UKTMJ PZ LSTJ KNK_sPM[ + M+LNObQZPM YNr_QV^
LYZbZJN[ t]]YJMQP+JM ===
--9,9< mLSZQNP_+YZd J_JP+JO ==F
12: #!# ==&
-79- \+VNYM ==&
-797 }SKgM M+J_PMYM =F'
#) : >#)' =F=
U9- \LM+Y +YSZqPM[ =F=
U97 zN++ZSM[ JSMPQ =F,
#) ?: ># "#77 "#$ =,=
W9- pSMd LSc++Q =,=
W9-9- vSgZPMbZcMd, SMPJMSQZPPZd PZ LSTKYJ =,=
W9 -97 fZ LKJM Y LSc++P;SMPJMSQZPP[ SgZPMbZcMM =,F
W9-9= RSc++PV[ LT^T =,F
W97 RSMS TNd MbK_PMd TNMSQZPMd LSc++Z: RTTSkYZ
K+NKg9 =,<
W979- IQTPM =,<
W9797 RT^T =,&
W979= UPZNMb LSc++Z =,&
W979F IVQTV =<'
#) : # "#$ "#) !)!' @ &
)! *# =<-
/9- IPTSPM LSc++Z =<-
/97 RSMPM+JO D Z+sJZXMSK+JO =<-
I979- iSKLPV M PXNOsM op;LTSZbTNPMd =<7
/9= RSYJV QPTSPMd LSc++Z: YPJSNOPZd JZXNMcZ =<7
/9=9- RScTKSV =<=
/9=97 nZQM+M+JM =<=
/9=9= uNQ_+YM S+KS+V =<=
/9=9F ISd =<F
/9F IbT[+JQM PZ SgZPMbZcMr =<F
/9F9- oSZS^M_+YZd +JSKYJKSZ =<F
/9F97 xZJSM_PZd SgZPMbZcMd =<F
/9F9= \ZXK_ZrqM+d gSKLLV @KLSZQNPM PZ +PQ JSPMPgZA =<F
I9 , WP_ZSYMPg =<,
I9 < RSMS +JSZJgMM QPTSPMd =<<
/9<9- |JZL - =<<
/9<97 |JZL 7 =<<
/9<9= |JZL = =<<
/9<9F |JZL F =<&
/9<9, |JZL , =<&
/9<9< |JZL < =<&
I9& mNK_sPM LSc++Z =<&
#) : & =<.
z9- mLSZQNPM YZ_+JQ =<.
z9 -9- }MPg =<.
z9-97 }kKSZP =&'
z9-9= iS+XM =&-
z9 -9F Si: Si*ma =&7
z97 fQQQTPMd L KLSZQNPMr YZ_+JQ =&=
z979- \JZPTZSJV YZ_+JQZ =&=
z9797 pJZNOPZd +M+JZ X+L_PMd YZ_+JQZ: BF>3 =&=
z979= fZgSZTV bZ YZ_+JQ =&,
#) : ## ) # "#!A ) "#$
"#) !)!' =&.
#) : B) "#$ #7 !)!' =/=
CDE,F =/,
CDEFGHEIJKLMI DJMNM
I PZ+Jdq QSd SgZPMbZcMM Q+ _Zq +JZNYMQZrJ+d + J, _J TNd KTQNJQSPMd
LJSXP+J[ bZYZb_MYQ M LSM^TMJ+d LNObQZJO+d K+NKgZM Q +]S op9 |JM
Xd+PdJ+d QbSZ+JZrqZd LJSXP+JO Q QV+YYZ_+JQPPV^ op;K+NKgZ^,
+JQJ+JQKrqM^ JSXQZPMd XMbP+Z M LNObQZJN[9
\ZV[ SZ+LS+JSZPPPV[ Q MS LT^T Y mLSZQNPMr op;K+NKgZM LSTNZgZJ
WMXNMJYZ 1)1G @1) 1nfrastructure GibrarA J OGC9 WMXNMJYZ 1)1G +TSkMJ TMPV[
PZXS NK_sM^ LSZYJM_+YM^ JTQ, LSXQZPPV^ g+KTZS+JQPPVM M _Z+JPVM
SgZPMbZcMdM Q+g MSZ9 WMXNMJYZ TLNPdJ+d LScTKSZM +SJM]MYZcMM,
ZYYSTMJQZPPVM K_XPVM cPJSZM M SgZPMbZcMdM, Z JZYk +ST+JQZM TNd
QPTSPMd M ZPZNMbZ9
WX U++MSZJM @#ob !ssiratiA
}MSYJS op;LTSZbTNPMd
Office of Government Commerce
xZ[ 7''' g9
$iv
OPIQHDJMNHI
oTd, +JdqZd bZ SZbSZXJY[ WMXNMJYM 1)1G, +PQVQZJ+d PZ +bPZQZPMM Jg, _J
TNd T+JMkPMd YSLSZJMQPV^ cN[ M KTQNJQSPMd LJSXP+J[ XMbP+Z
SgZPMbZcMM +JZPQdJ+d Q+ XN bZQM+MVM J op9 |JZ bZQM+M+JO LSMQTMJ Y
LQVsPMr +LS+Z PZ YZ_+JQPPV op;K+NKgM, LSM_ KSQPO YZ_+JQZ TNkP
+JQJ+JQQZJO JSXQZPMd XMbP+Z M LNObQZJN[ L S M^ SZbQMJMd9
|J +LSZQTNMQ TNd SgZPMbZcM[ Q+^ JMLQ M SZbSQ, XKTO J PZcMPZNOP
LSZQMJNO+JQ, kPZcMPZNOPV[ YP+ScMK, YLZPMd + Pk+JQ
LST+JZQMJNO+JQ, gT K+NKgM op YZbVQZrJ+d YZY cPJSZNMbQZPP, JZY M PZ +JP
KSQP, L+JZQqMY K+NKg PZ K+NQMd^ ZKJ+S+MPgZ MNM YLZPMd + TPM ]M+ M
TMP+JQPPV +JSKTPMY, bZPMZrqM+d op9 I NrX +NK_Z PX^TM
LST+JZQNdJO ZY+MZNOP YZ_+JQPPV M PZTkPV K+NKgM, KTQNJQSdrqM
JSXQZPMd bZYZb_MYQ9
mLSZQNPM op;K+NKgZM QYNr_ZJ Q +Xd LST+JZQNPM M LTTSkYK K+NKg op,
JQ_ZrqM^ LJSXP+Jd SgZPMbZcMM9 WMXNMJYZ 1)1G LSTNZgZJ LNPV[,
L+NTQZJNOPV[ M +gNZ+QZPPV[ PZXS NK_sM^ LSZYJM_+YM^ JTQ TNd LSc++Q
mLSZQNPMd op;K+NKgZM9 p +ZV WMXNMJYZ 1)1G +T[+JQKJ LQVsPMr
t]]YJMQP+JM M LSTKYJMQP+JM M+LNObQZPMd MP]SZcMPPV^ +M+J9 RSc++V
1)1G LTTSkMQZrJ XMbP+;LSc++V SgZPMbZcMM, P P TMYJKrJ M^9 R+JZQqMYM op;
K+NKg +gKJ LQV+MJO YZ_+JQ +Q[ SZXJV, TPQSPP LSTLSMPMZd T[+JQMd L
KPOsPMr bZJSZJ MNM, YZY MPMK, KTSkZPMr M^ PZ J k KSQP9
}Nd YZkTg Mb LSc++Q, LM+ZPPV^ Q TZPP[ YPMg, KYZbVQZrJ+d TPZ MNM P+YNOY
SN[, YJSV MgSZrJ SZXJPMYM YLZPMM LSM QVLNPPMM +QM^ ]KPYcM[9
fX^TM JJMJO, _J Q SgZPMbZcMM TMP _NQY kJ JQ_ZJO +SZbK bZ
P+YNOY SN[ @^Jd Q YPMg KYZbVQZrJ+d +NK_ZM, YgTZ PYJSV SNM XTMPdJO
PkNZJNOPA MNM P+YNOY +JSKTPMYQ gKJ MgSZJO TPK M JK k SNO9 \V+N JZYg
SZ+LSTNPMd SN[ bZYNr_ZJ+d Q SZ+LSTNPMM JQJ+JQPP+JM, Z P Q +bTZPMM
SgZPMbZcMPP[ +JSKYJKSV9
RSc++V, LM+ZPPV Q TZPP[ YPMg, LTTSkMQZrJ+d M QbZM+QdbZPV + \QT
LSZYJM_+YM^ SYPTZcM[ TNd SgZPMbZcMM KLSZQNPMd op;K+NKgZM @$D''',A
WSMJZP+Yg MP+JMJKJZ +JZPTZSJQ @#ritish Standards 1nstitution, #S1A, YJSV[, Q +Qr
_STO, LTYSLNdJ+d +JZPTZSJ YZ_+JQZ 1SO.'''9
RNEMPS
RSMQTPPV Q TZPP[ YPMg SYPTZcMM QXSZNM Q +Xd LVJ cNg SdTZ ZQJSQ,
SZXJZrqM^ Q _Z+JP +YJS KLSZQNPMd op;K+NKgZM9 UQJSZM JY+JZ dQNdrJ+d:
xM^MN WSY^ZKJ @3ichie2 #erkhoutA $ink B2ephant
a[ ZSSK @Ro (arro"A Friends $rovident, Z JZYk
SKYQTMJNO gSKLLV +LcMZNM+JQ L
mLSZQNPMr YP]MgKSZcMdM Q #CS
WSZ[ZP }kP+P @#rian ohnsonA
MSNM y[+M @Shir2e GacA
ISP[ yN[T @8ernon G2odA
}P R[Tk @Don $a*eA
xZSY IZP;zKJ @3arc van GoethemA
ZP+ IZP;TP;WPJ @(ans van den #entA $inkRoccade 1) 3ana*ement
$c INJS @Guus {e2terA $ink B2ephant
nPZ_MJNOPV[ QYNZT Q TNMSQZPM LSc++Q QP+NM:
z[N `+XSKY @Gai2 FosbrookA BDS
}tQMT MPNM @David (in2eA DS (in2e !ssoc9
mLSZQNPM M YSTMPZcMr LSYJZ +Kq+JQNdN WSZ[ZP }kP+P Mb $ink B2ephant9
WNOs YNM_+JQ QPKJSMg+KTZS+JQPPV^ M kTKPZSTPV^ SLSMdJM[ L
X+L_PMr YZ_+JQZ @>!A XVN LSQTP +LcMZNM+JZM OGC M itS3B OGC M $ink
B2ephant ^JNM XV +X LXNZgTZSMJO +NTKrqM^ NMc, LJSZJMQsM^ PZN QSPM M
K+MNM[ @bPZ_MJNOP XNOs, _ JSXQZN J PM^ TNgA PZ LSQSYK YZ_+JQZ
ZJSMZNQ:
}[Q WMPg^ @Dave #in*hamA pPM
WSK @)on #rou*hA xZSJMP iZSS
@3artin CarrA iQMP ~9 |NNM+ @evin
B9 B22isA
iZSP x9 `SSM+ @aren 3 FerrisA
xtSM `MsNM @3ar Fish2ei*hA
fQMNO zSMP^ZNO @%evi22e Greenha2*hA
}kP zSK @ohn GroomA
yY PTSMY+ @Ge: (endriksA
xZSY KT+ @3arc (odesA
MNZSM NZP @(i2ar (o2manA
\JMQ oPgNN @Steve 1n*a22A
x[SZ oPg^ @3oira 1n*hamA
p U[QM+P @)om 1visonA
}tQMT }kP+JP @David ohnstonA
$ink B2ephant
Chan*e 1) Gtd
2tracomp 3arva2
Soft"are $ink
B2ephant
D3R Consu2tin* Group
B:e2 Go*istics
OGC
UPZNMJMY L MP]SZcMPPV
J^PNgMd SgMPZNOPg JTNPMd D
nion Gas Gtd9, g9 \ZTXSM, vPJZSM,
iZPZTZ
$ro!ctive Services $t Gtd
F19Group M itS3F
Documentation Services
OGC
BH1%
Fidus
F19Group
2tracomp
F19Group
Siemens #usiness Services
Fo: 1)
iSM+ iMNMPg @Chris ee2in*A INZTMMS
iK]PS @82adimir ufnerA iSM+ yMJNQKT
@Chris Gitt2e"oodA U[QS xZY]SN[P
@1vor 3acfar2aneA WSPZST xN+P
@#ernard 3e2sonA `MN xPJPS @$hi2
3ontanaroA }kP RZNS @ohn $a2merA
yKY RJS @Gouk $etersA aP R+JKK+
@RenO $osthumusA }tQMT RKNJSZY
@David $u2torakA xZS+NO aM+LP+
@3arce2 RispensA iNMP aKTT @Co2in
RuddA `SZP+M+ \YZS] @Frances ScarffA
xZP]ST pNN @3anfred )a22eA WSMTkMJ
I[_ @#rid*et 8eitchA }tQMT mMNTP
@David {hee2donA
TMLEUVELUW HLXMPYUZHW
1nsi*ht Consu2tin*
Go*ica
F919Group
!:ios Sstems Gtd
1ma*o>!
BDS
3erant
$inkRoccade 1) 3ana*ement
3ain2and SeEuoia
8isa2i*n, \U
Rabobank %eder2and Securities Services
1) Bnterprise 3ana*ement Gtd9 @itB3SA
OGC
1) Service 3ana*er, ivision bv
F919Group
2tracomp
RTSXPKr MP]SZcMr X Q+^ ZJSMZNZ^, LKXNMYKV^ Q +SMM 1)1G, kP PZ[JM
PZ +Z[J """9iti29co9uk
}LNPMJNOPKr MP]SZcMr X tJM^ M TSKgM^ LSTKYJZ^ OGC kP PZ[JM PZ "eb;
+Z[J OGC L ZTS+K: """9o*c9*ov9ukD9 }SKgM YSTMPZJV TNd +QdbM:
OGC Service Desk
Roseber Court
St !ndre"s #usiness $ark
%or"ich
%R& O(S
INMYXSMJZPMd
pN9: FF @'A/F, ''' F...
Bmai2: ServiceDeskCo*c9*si9*ov9uk
:viii
[ CNIQILHI
}ZPPZd YPMgZ JP+MJ+d Y +SMM YPMg, MbTZQZ[ Q ++JZQ XPQNPP[ WMXNMJYM
1)1G, Q YJS[ XXqP LSTQ[ LVJ Q XNZ+JM LTTSkYM M LST+JZQNPMd op;
K+NKg9 o ^Jd tJK YPMgK kP _MJZJO YZY +Z+JdJNOP MbTZPM, NK_s M+LNObQZJO
+Q+JP + TSKgMM YPMgZM WMXNMJYM 1)1G9 mLSZQNPM K+NKgZM LST+JZQNdJ
+X[ XqKr YPcLcMr, M SYPTZcMM Q XPQNPP[ WMXNMJY 1)1G P+dJ
XXqPPV[, KPMQS+ZNOPV[ ^ZSZYJS9 iS Jg, tJM SYPTZcMM Z+sJZXMSKV,
J +JO PM LT^TdJ YZY TNd PXNOsM^, JZY M TNd YSKLPV^ SgZPMbZcM[9 xJTV,
LM+ZPPV Q tJ[ YPMg, LT^TdJ M TNd SZ+LSTNPPV^, M TNd cPJSZNMbQZPPV^
+M+J, YZY +X+JQPP[ SZbSZXJYM, JZY M L+JZQNdV^ QPsPMM YLZPMdM9 |JM
JTV P dQNdrJ+d gSbTYMM M P LSMQTdJ Y TLNPMJNOP[ XrSYSZJMM LSM
SZbKP LT^T Y QPTSPMr PQV^ JTQ SZXJV M LNP +bPZPMM XMbP+;
LJSXP+J[ QZs[ SgZPMbZcMM9
9.9 \H]JHMEIVU ITIL
aZbSZXJZPPZd Q YPc -./';^ gTQ, WMXNMJYZ 1)1G +JZNZ MSQV +JZPTZSJ T;
]ZYJ Q XNZ+JM mLSZQNPMd K+NKgZM9 RSQPZ_ZNOP +bTZPPZd Q YZ_+JQ SKYQT+JQZ
TNd LSZQMJNO+JQZ INMYXSMJZPMM, tJZ +M+JZ TYZbZNZ +Qr LNbP+JO TNd
SgZPMbZcM[ Q NrXV^ JSZ+Nd^9 xPgM YLZPMM, SZXJZrqM Q XNZ+JM mLSZQNPMd
K+NKgZM, LSMPdNM bZ +PQK Q YZbZPMM YP+KNOJZcMPPV^, XSZbQZJNOPV^ K+NKg M
LTTSkYM LSgSZPV^ +ST+JQ9 I PZ+Jdq QSd WMXNMJYZ 1)1G sMSY MbQ+JPZ M
M+LNObKJ+d Q Q+ MS9
RSM_MPV JZYg K+L^Z Xd+PdrJ+d PMk9
/././ 0elete%
/./.1 2,3,45+56 5789
WMXNMJYZ 1)1G +TSkMJ SKYQT+JQZ L LSTQK LVJK, QVSZXJZPPK Q JSZ+NM9
ePP+JO WMXNMJYM +JZNZ _QMTP[ Kk + PJZ LdQNPMd9 fZ LSQ tJZL
\\pU XVNZ +XSZPZ MP]SZcMd LKJd^ SsPMd bZTZ_ mLSZQNPMd K+NKgZM Q
SZbNM_PV^ SgZPMbZcMd^9 nZJ tJZ MP]SZcMd XVNZ LSZPZNMbMSQZPZ, M XVNM
QVTNPV SsPMd, YZbZQsM+d PZMXN LNbPVM TNd \\pU M g nZYZb_MYQ Q
LSZQMJNO+JQ INMYXSMJZPMM9 }SKgM SgZPMbZcMM LSMsNM Y QVQTK, _J tJ
SKYQT+JQ KPMQS+ZNOP9 I +QdbM + tJM MPJS+ Y PK LSdQMNM PgM
YS_+YM YLZPMM Mb MPTK+JSMM K+NKg, P MrqM JPsPMd Y LSZQMJNO+JQK9
WMXNMJYZ 1)1G LM+VQZJ +^K SgZPMbZcMM mLSZQNPMd K+NKgZM9 pMLQV TNM
LM+VQZrJ cNM, +PQPV T[+JQMd, Z JZYk Q^TPV M QV^TPV LZSZJSV SZbNM_PV^
LSc++Q, YJSV gKJ XVJO QPTSPV Q op;LTSZbTNPMd^9 I WMXNMJY 1)1G P
SZ+LM+VQZrJ+d LTSXP Q+ T[+JQMd, YJSV +NTKJ QVLNPdJO Q LQ+TPQP[
SZXJ, JZY YZY Q tJ K YZkT[ SgZPMbZcMM +JO +QM +XPP+JM9 I+J tJg
+PQP QPMZPM KTNdJ+d
^_
Rv}}~aiU m\ymz
NK_sM LSZYJM_+YM JTZ, YJSV gKJ LSMPdJO+d Q SZbNM_PV^ XNZ+Jd^ Q
bZQM+M+JM J LJSXP+J[ SgZPMbZcMM9
WNZgTZSd JZY[ +JSKYJKS LM+ZPMd LSTQg LVJZ, WMXNMJYZ 1)1G kJ
M+LNObQZJO+d Q SgZPMbZcMd^, Q YJSV^ Kk +NkMNM+O LSTNPPV JTV
mLSZQNPMd K+NKgZM9 o+LNObQZPM 1)1G P JSXKJ ZX+NrJP PQg VsNPMd MNM
LSdTYZ T[+JQM[9 |JZ XMXNMJYZ LST+JZQNdJ +PQK TNd KLSdT_PMd JTQ, Kk
M+LNObKV^ Q YLZPMM9 vgSP QPMZPM KTNdJ+d QbZM+Qdbd kTK
LSc++ZM, _J LbQNdJ K+JSZPMJO MNM +Q+JM Y MPMKK NrXV PT+JZJYM
QbZMT[+JQMd M +JSKTPM_+JQZ kTK SZbNM_PVM LTSZbTNPMdM op9
WMXNMJYZ 1)1G LSTNZgZJ LSQSPPV[ PZ LSZYJMY JT LNZPMSQZPMd XqM^
LSc++Q, SN[ M L+NTQZJNOP+J[ T[+JQM[, +TSkMJ +JQJ+JQKrqM ++VNYM M
LM+VQZJ J, YZY kTK PMM LSM+^TMJ YKPMYZcMd9
/./.: ;9*-4*39 -*
i +STMP -..';^ gTQ WMXNMJYZ 1)1G XVNZ LSMbPZPZ Q Q+ MS YZY +JZPTZSJ T;
]ZYJ Q XNZ+JM mLSZQNPMd K+NKgZM9 \Kq+JQPPV LSMKq+JQ Q+Xqg
LSMbPZPMd dQNdJ+d KPMQS+ZNOPV[ dbVY9 I YPMgZ^ LM+VQZJ+d XNOs YNM_+JQ
JSMPQ, LSZQMNOP M+LNObQZPM YJSV^ LgZJ SZXJPMYZ op;LTSZbTNPM[
LPMZJO TSKg TSKgZ9
IZkPZd bZTZ_Z LSYJQ WMXNMJYM 1)1G PZK_MJO NrT[ XqZJO+d PZ JZY
KPMQS+ZNOP dbVY9 oPP LtJK XK_PM dQNdJ+d +PQLNZgZrqM
YLPPJ LSgSZV QPTSPMd PQV^ JTQ MNM M^ +QSsP+JQQZPMd9 RSYJ
kJ XVJO K+LsPV NMsO JgTZ, YgTZ Q+ K_Z+JPMYM M+LNObKrJ tJJ KPMQS+ZNOPV[
dbVY9
/./.< 254=54, 53.,-9.35+*--86 -* >*?,@9+5
I LSsN PgM op;LTSZbTNPMd SMPJMSQZNM+O PZ +X+JQPPV PKkTV M
YPcPJSMSQZNM+O Q +PQP PZ J^PM_+YM^ QLS+Z^9 \gTPd SgZPMbZcMM
LSTdQNdrJ bPZ_MJNOP XN QV+YM JSXQZPMd Y YZ_+JQK K+NKg, M tJM JSXQZPMd
PdrJ+d + QSP9 |J bPZ_ZJ, _J TNd KTQNJQSPMd JZYM^ JSXQZPM[ op;
LTSZbTNPMd PX^TM ++STJ_MJO+d PZ YZ_+JQ K+NKg M M+LNObQZJO Q +Q[
SZXJ LT^T, Q XNOs[ +JLPM SMPJMSQZPPV[ PZ nZYZb_MYZ9 ILS+V bZJSZJZ^
+JZPQdJ+d Q+ XN LSMSMJJPVM, JZYk YZY M ]SMSQZPM XN TNQg LT^TZ
Y LST+JZQNPMr K+NKg op9
v+X QPMZPM WMXNMJYZ 1)1G KTNdJ QbZMJPsPMr L+JZQqMYZ K+NKg +
nZYZb_MY9 |J bPZ_MJ, _J op;LTSZbTNPM XdbZP LST+JZQNdJO Q+ +gNZ+QZPPV
+ nZYZb_MYZM K+NKgM, _J LTSZbKQZJ J+PV +QdbM kTK op;LTSZbTNPM, g
nZYZb_MYZM M LZSJPSZM9
RSc++V JZYJM_+Yg KSQPd JP+dJ+d Y QbZMJPsPMd kTK op;
LTSZbTNPM M g nZYZb_MYZM9 RST+JZQNPM K+NKg _Z+JM_P QYNr_ZJ SZbSZXJYK
+gNZsPM[ M PMJSMPg LYZbZJN[ Q +JQJ+JQMM + tJMM +gNZsPMdM9 I J k
QSd PZ LSZcMPP KSQP LSc++V RTTSkYM K+NKg kP SZ++ZJSMQZJO YZY
QVLNPPM SZXJ, LM+ZPPV^ Q tJM^
A 1
IQTPM
+gNZsPMd^9 fZ YZkT Mb KSQP[ kP XPZSKkMJO J+PV QbZM+QdbM + +M+JZM
X+L_PMd YZ_+JQZ, JZYMM YZY 1SO.''', M + YLNY+PVM +JSKYJKSZM X+L_PMd
YZ_+JQZ, JZYMM YZY TNO KLSZQNPMd YZ_+JQ ~QSL[+Yg ]PTZ KLSZQNPMd
YZ_+JQ @BF>3A9 WMXNMJYZ 1)1G X+L_MQZJ LTTSkYK tJM^ +M+J X+L_PMd
YZ_+JQZ, LST+JZQNdd LM+ZPMd LSc++Q PZ +PQ LSTQg LVJZ Q XNZ+JM
KLSZQNPMd op;K+NKgZM, _J LbQNdJ XV+JS LS[JM +SJM]MYZcMr Q 1SO9
}LNPMJNOPKr MP]SZcMr L KLSZQNPMr YZ_+JQ kP PZ[JM Q RSMNkPMM z9
I _M+N +PQPV^ LSMKq+JQ kP JJMJO:
LST+JZQNPM K+NKg XN QV+Yg YZ_+JQZ0
YZ_+JQ K+NKg, X+PQZPP + J_YM bSPMd bZJSZJ0
+JQJ+JQM K+NKg JSXQZPMd XMbP+Z, nZYZb_MYZ M RNObQZJNd0
MPJgSMSQZPPV cPJSZNMbQZPPV LSc++V0
bPZPM Q+M SZXJPMYZM +QM^ SN[ M XdbZPP+J[ Q ^T
LST+JZQNPMd K+NKg0
MbQN_PM KSYQ Mb LSsNg LVJZ0
PZgNdTPV LYZbZJNM t]]YJMQP+JM9
BC
Rv}}~aiU m\ymz
'D5@-5+*-.E .@75)FB5+*-.E @9*-4*395+ >*?,@9+* I#OGHHH
xPgM YLZPMM JSXKrJ J +QM^ L+JZQqMYQ +SJM]MYZcMM PZ
+JQJ+JQM +JZPTZSJZ 1SO.''-9 I SbKNOJZJ TNd +SJM]McMSQZPPV^
YLZPM[ JYSVQZrJ+d XN sMSYM QbkP+JM PZ SVPY9 WN Jg,
+JQJ+JQM YLZPMM JSXQZPMd 1SO.''- +QMTJNO+JQKJ PZNM_MM Q
P[ ZTYQZJP[ +M+JV vX+L_PMd YZ_+JQZ9
\SJM]McMSQZPPV YLZPMd KTZN+O bPZ_MJNOP +YSZJMJO _M+N
kZNX nZYZb_MYQ, Z JZYk +Kq+JQPP +PMbMJO LSZcMPPV bZJSZJV M
LQV+MJO +LS+ PZ +QM LSTKYJV M K+NKgM9
\SJM]MYZcMd PZ +JQJ+JQM JSXQZPMd 1SO.''' XV+JS
+JZPQMJ+d XdbZJNOPV JSXQZPM Y NrX[ YLZPMM,
+Kq+JQNdrq[ +Qr TdJNOP+JO Q ~QSL9 xPgM LSVsNPPV
LSTLSMdJMd JSXKrJ +SJM]MYZcMM J +QM^ L+JZQqMYQ9
fZXNrTZJ+d PZSZ+JZrqZd JPTPcMd Y LQ++JPK LSMPdJMr
1SO.''' Q YZ_+JQ kTKPZSTPg +JZPTZSJZ9
~+J+JQPP, tJ JP+MJ+d M Y TSKgM +JZPTZSJZ, PZLSMS Y WSMJZP+YM,
M PZ +Z TN PQV +JZPTZSJV 1SO.''';7''' XTMPdrJ XNOsMP+JQ
QSL[+YM^ M XqMSQV^ +JZPTZSJQ9
/./.I J53KL it#MF
`SK 1)S3 @1) Service 3ana*ement Forum, itS3FA XVN K_SkTP TNd LTTSkYM
MPTK+JSMM mLSZQNPMd op;K+NKgZM M YZbZPMd QNMdPMd PZ P9 WNZgTZSd XNOsK
YNM_+JQK K_Z+JPMYQ tJJ `SK +L+X+JQKJ SZ+LS+JSZPPMr NK_sM^ LSZYJM_+YM^
JTQ Q JSZ+NM M dQNdJ+d MPMcMZJS XPQNPM[ WMXNMJYM 1)1G9
9.% `IDEPFVEFPHaUZHW \H]JHMEIVH ITIL
iPcLcMd KLSZQNPMd op;K+NKgZM Q cNd^ +QSsP+JQQZPMd XMbP+;]KPYcM[
YLZPMM P PQZ: PZ QbPMYNZ SZPOs, _ 1)1G9 vTPZY MTd XTMPPMd Q TPK
+M+JK Q+g LSTQg LVJZ mLSZQNPMd K+NKgZM XVNZ SZTMYZNOP PQ[9 I LSQ[
+SMM YPMg WMXNMJYM 1)1G XVN XXqP LVJ mLSZQNPMd K+NKgZM + J_YM bSPMd op;
LTSZbTNPMd, P PT+JZJ_P QPMZPMd KTNdN+O JK, _JXV LSMQN_O QPMZPM
XMbP+Z9 }Nd K+JSZPPMd SZbSVQZ kTK XMbP+ M KLSZQNPM op;K+NKgZM XVNZ
QVLKqPZ +SMd jWMbP+;LS+LYJMQZl, YJSZd, ^Jd M MNZ K+L^, LSMsNZ+O PZ
LSMT, YgTZ LSQV YPMgM WMXNMJYM 1)1G Q PYJSV^ XNZ+Jd^ Kk K+JZSNM9 I
+QdbM + tJM PQZd +SMd P YZbZNZ +Kq+JQPPg QNMdPMd PZ SVPY, P L+NKkMNZ
YZJZNMbZJS TNd MPTK+JSMM mLSZQNPMd K+NKgZM9
A <
IQTPM
WMXNMJYZ 1)1G LdQMNZ+O Q YPc -./';^ gTQ M +PZ_ZNZ QYNr_ZNZ Q +Xd T+dJO
+PQPV^ YPMg L PZMXN QZkPV QLS+Z RTTSkYM K+NKg M RST+JZQNPMd K+NKg9
IL+NT+JQMM Y tJM +PQPV YPMgZ XVN TXZQNP q =' JQ, L+QdqPPV^
Q+QbkPV QLS+Z J xPJZkZ +JM T mLSZQNPMd PLSSVQP+JOr XMbP+Z9 I
SZYZ^ JYKq[ STZYcMM WMXNMJYZ 1)1G XVNZ S+JSKYJKSMSQZPZ Q cNd^ KLSqPMd
T+JKLZ Y MP]SZcMM, PX^TM[ TNd KLSZQNPMd K+NKgZM9 uJXV MbXkZJO
TKXNMSQZPMd MP]SZcMM M KLS+JMJO LM+Y, +PQPV YPMgM XVNM XTMPPV Q TQZ
JZ, Q YJSV^ SZ++ZJSMQZrJ+d QLS+V RTTSkYM K+NKg M RST+JZQNPMd K+NKg9
iS Jg, ZJSMZNV XVNM M+LSZQNPV M TSZXJZPV, _JXV X+L_MJO +QdbP+JO
MbNkPMd M XN QPMZJNOP SZ++JSJO +JQJ+JQKrqM XNZ+JM9 fZYPc,
ZJSMZNV XVNM LSSZXJZPV, _JXV Q PM^ KTNdN+O XNOs QPMZPMd KLSZQNPMr
MP]SZ+JSKYJKS[ + J_YM bSPMd XMbP+Z, Z JZYk TNd T+JMkPMd XNOsg t]]YJZ LSM
M+LNObQZPMM WMXNMJYM +Q+JP + PQVM SKYQT+JQZM L o\,
LKXNMYQZPPVM \\pU9
9.+ [IJINUW UFQHEMPHW
}ZPPZd YPMgZ ZTS+QZPZ Q+, YJ K_Z+JQKJ Q LST+JZQNPMM MNM LTTSkY K+NKg9
RSMgTMJ+d PZ M SKYQTMJNd, JQ_ZrqM bZ LQ+TPQP mLSZQNPM K+NKgZM
op QPKJSM SgZPMbZcMM MNM PZ K+NQMd^ ZKJ+S+MPgZ, Z JZYk J, YJ bZPMZJ+d
LSTNPM PQV^ LSc++Q MNM MbPPM Kk +Kq+JQKrqM^9 |JZ YPMgZ XKTJ
LNbPZ SKYQTMJNd LSTLSMdJM[ TNd LPMZPMd Jg, YZY SgZPMbKJ+d
LST+JZQNPM M LTTSkYZ op;K+NKg, M TNd bPZYNPMd + LSTQV LVJ Q tJ[
XNZ+JM9 aKYQTMJNd SgZPMbZcM[;L+JZQqMYQ MPJS+P XKTJ bPZYMJO+d +
YPMg[ LSM bZYNr_PMM +gNZsPM[ LST+JZQNPMM M LTTSkY K+NKg9
9.8 bUNHcUZHW GM \H]JHMEIVI ITIL
R+N YP+KNOJZcM[ + SgZPMbZcMdM, bZPMZrqMM+d mLSZQNPM K+NKgZM, M
gSKLLZM RNObQZJN[ \\pU SZbSZXJZN TMZgSZK, LYZbZPPKr PZ aM+KPY -9-9 |JZ
TMZgSZZ MNNr+JSMSKJ TNPM PQ[ XMXNMJYM PZ LdJO +PQPV^ QbZM+QdbZPPV^
SZbTNQ, YZkTV[ Mb YJSV^ _Z+JM_P LSYSVQZJ _JVS TSKgM^9 I _M+N tJM^
SZbTNQ:
jWMbP+;LS+LYJMQZl0
mLSZQNPM LSMNkPMdM0
RST+JZQNPM op;K+NKg0
RTTSkYZ op;K+NKg0
mLSZQNPM MP]SZ+JSKYJKS[9
P 1.1 - C
I YPMg jWMbP+;LS+LYJMQZl SZ++ZJSMQZJ+d SdT QLS+Q, YZ+ZrqM^+d LPMZPMd M
+QSsP+JQQZPMd op;K+NKg YZY PJN[ _Z+JM XqM^ LJSXP+J[ XMbP+Z Q
QV+YYZ_+JQPP KLSZQNPMM o\9 |JM QLS+V QYNr_ZrJ +NTKrq:
mLSZQNPM PLSSVQP+JOr XMbP+Z0
LZSJPS+JQ M ZKJ+S+MPg0
QVkMQZPM Q K+NQMd^ MbPPM[0
LSXSZbQZPM XMbP+Z L+ST+JQ SZTMYZNOPV^ MbPPM[9
I YPMg jRST+JZQNPM K+NKgl SZ++ZJSMQZrJ+d K+NKgM, YJSV SgZPMbZcMd TNkPZ
JSXQZJO J L+JZQqMYZ TNd X+L_PMd ZTYQZJP[ LTTSkYM +QM^ RNObQZJN[9
iPMgZ ^QZJVQZJ +NTKrqM SZbTNV:
mLSZQNPM qP+JdM0
mLSZQNPM ]MPZP+ZM TNd op;K+NKg0
mLSZQNPM T+JKLP+JOr0
mLSZQNPM KSQP X+NKkMQZPMd0
mLSZQNPM PLSSVQP+JOr LST+JZQNPMd op;K+NKg0
mLSZQNPM QbZMJPsPMdM + nZYZb_MYZM9
I YPMg jRTTSkYZ K+NKgl SZ++ZJSMQZrJ+d QLS+V X+L_PMd T+JKLZ nZYZb_MYZ Y
K+NKgZ, PX^TMV TNd LTTSkYM XMbP+;]KPYcM[9 I _M+N SZ++ZJSMQZV^ Q tJ[
YPMg QLS+Q:
\NKkXZ Service Desk0
mLSZQNPM MPcMTPJZM0
mLSZQNPM LSXNZM0
mLSZQNPM YP]MgKSZcMdM0
A M
Rv}}~aiU m\ymz
IQTPM
mLSZQNPM MbPPMdM0
mLSZQNPM SNMbZM9
I YPMg jmLSZQNPM MP]SZcMPPVM M YKPMYZcMPPVM J^PNgMdMl @1C)
1nfrastracture 3ana*ementA SZ++ZJSMQZrJ+d +NTKrqM JV:
mLSZQNPM +JQVM +SQM+ZM0
vLSZcMPP KLSZQNPM0
mLSZQNPM NYZNOPVM K+JS[+JQZM0
oP+JZNNdcMd M LSMYZ YLOrJSQ0
mLSZQNPM \M+JZM @SZ++ZJSMQZJ+d QLSQVA9
fZYPc, YPMgZ jmLSZQNPM LSMNkPMdMl ^QZJVQZJ QLS+V KLSZQNPMd
kMbPPPV cMYN LSgSZPg X+L_PMd9 fZMXN LTSXP SZ++ZJSMQZrJ+d
LSXNV, bZJSPKJV Q YPMgZ^ jRTTSkYZ kMbPPPg cMYNZ LSgSZPg
X+L_PMdl M jp+JMSQZPM op;K+NKgl9 I jmLSZQNPMM LSMNkPMdMl XKTKJ
LTSXP MbNkPV QLS+V MbPPM[ Q XMbP+9 v+PQP[ ZYcPJ bT+O +JZQMJ+d PZ
_JY LSTNPMM JSXQZPM[ M SZNMbZcMM SsPMd, JQ_Zrqg LJSXP+Jd
XMbP+Z9
v+PQPV SZbTNV YPMg WMXNMJYM 1)1G kP LST+JZQMJO Q QMT LSYSVQZrqM^+d
tNPJQ ++JZQP[ bZMYM @MNM NK_s Q QMT JYJPM_+YM^ LNMJA, PYJSV Mb
YJSV^ MTZNOP LT^TdJ TSKg Y TSKgK, JgTZ YZY TSKgM gKJ LSYSVQZJO+d MNM P
+JVYKrJ+d J_P9 fZ +Z QV+Y KSQP PQbkP LSQ+JM _JYM^
SZbgSZPM_MJNOPV^ NMPM[9 }[+JQMJNOP, +NM LSQ+JM TZNOP[sKr ZPZNgMr +
JYJPM_+YMM LNMJZM, YJSV +TQMgZrJ+d JP+MJNOP TSKg TSKgZ PZ SZbNM_PV^
KSQPd^, +cLNdd+O M SZbTNdd+O, J TNd gNgM_+YM^ dQNPM[, +QdbZPPV^ + J_YZM
P+JZXMNOP+JM MNM JSPMd, QbPMYZrqMM Mb;bZ +XPP+J[ +JSPMd LNMJ, Q
WMXNMJY 1)1G kP PZ[JM tYQMQZNPJ Q QMT MP]SZ+JSKYJKSV oz9 xPgM LSXNV
KLSZQNPMd QbPMYZrJ MPP Q J^ +NK_Zd^, YgTZ LSXNPV XNZ+JM LSc++Q
LS+YZrJ+d MNM YgTZ kTK PMM PQbkP LSQ+JM _JYM^ SZbTNMJNOPV^
NMPM[9 obXkZJO Q+^ LSXN PQbkP @YZY PQbkP Q+LSLdJ+JQQZJO
bNJSd+PMdA, P V k L_O LTgJQMJO+d Y tJM LSXNZ M +LSZQMJO+d +
PMM9
9.3 OMdIYF NS]PULU VMLZIGZHW DMDEUNLMe QHUcPUYYSf
uJXV Ld+PMJO YLNY+P LSMPPM LPdJM[ WMXNMJYM 1)1G, CC)! LTgJQNP
SdT TN[ LSc++Q, LM+VQZrqM^ +JSKYJKSK WMXNMJYM 1)1G9 vXXqPPKr TNO
LSc++Z TNd RTTSkYM K+NKg kP PZ[JM Q RSMNkPMM ~9 \ PJZ +bTZPMd tJM
TNM LSMPdNM+O PZ LSZYJMY M TLNPdNM+O, M JLSO PM ]SMSKrJ +PQK
YNr_QV^ YPMg WMXNMJYM 1)1G9 |NPJV LSc++Z KLSZQNPMd K+NKgZM gKJ XVJO
LSTNPV TQNOP J_P9 vTPZY PZ LSZYJMY, LSM XN TJZNOP ZPZNMb
LSc++Q, tJM tNPJV LSYSVQZrJ+d9 |J +QMTJNO+JQKJ PX^TM+JM YZY
+QdbPg MbNkPMd ZJSMZNZ Q SKYQT+JQZ^, JZY M LST+JZQNPMd SYPTZcM[ L
SsPMr QbkPV^ LSXN KLSZQNPMd9 RSM_MPZ tJM^ LSXN KLSZQNPMd kJ
XVJO Q gSZPMcZ^,
9C
Rv}}~aiU m\ymz
YJSV XNOs YZ+ZrJ+d XZ JQJ+JQPP+JM, _ NgM_+Y[ gSKLLMSQYM
+QdbZPPV^ LSc++Q9
9.2 TLHcU gOMQQIPhVU FDJFci
fZ aM+KPY -97 SZ+YSVJV YLPPJV ++JZQP[ TMZgSZV, YJSV JP+dJ+d Y
LTTSkY K+NKg9 f+JSd PZ _QMTPKr YPcPJSZcMr PZ RTTSkY K+NKg, tNPJV
LSc++Z mLSZQNPMd MbPPMdM, +QdbZPPV + XMbP+ M + LSc++ZM
RST+JZQNPMd K+NKg, JZYk QZkPV TNd KTQNJQSPMd LJSXP+J[ nZYZb_MYZ
@XV_P JZYM MbPPMd ; +MgPZN Y SZTMYZNOPK obPPMr, Z P Y obPPMr Mb;bZ
PM+LSZQP+JM MNM Q SZYZ^ +LSQkTPMdA9 iS Jg, LYZbZPV ++JZQNdrqM
LSc++Q 1)1G, SZ++JSPPV Q TZPP[ YPMg9
P 1.2 - H n: x
fX^TM JJMJO, _J Q+ gNZQV TZPP[ YPMgM L+QdqPV LSc++Z, bZ
M+YNr_PM gNZQV j\NKkXZ Service Deskl9 zNZQZ j\NKkXZ Service Deskl, LM+VQZJ
]KPYcMPZNOP LTSZbTNPM, K_Z+JQKrq Q Q+^ +JZNOPV^ LSc++Z^9
9.1 jGPUNJILHI FDJFcUYH
I+ LSc++V, LM+ZPPV Q WMXNMJY 1)1G, +QdbZPV TSKg + TSKg9 RNQMPZ Mb PM^
LM+ZPZ Q TZPP[ YPMg, TSKgZd LNQMPZ ; Q YPMg jRST+JZQNPM K+NKgl9 uJXV
NK_s LPdJO QbZM+QdbO LSc++Q, SZ++JSM LSMS kMbPPPg cMYNZ oPcMTPJZ:
- RNObQZJNO XSZqZJ+d Q Service Desk, _JXV +XqMJO
LSXNZ^ LSM M+LNObQZPMM PNZ[PQ[ +NKkXV9
7 XSZXJY[ oPcMTPJZ bZPMZJ+d LSc++ .
A N
IQTPM
= QVd+PPM +PQP[ LSM_MPV oPcMTPJZ LSMbQTMJ+d Q SZYZ^ LSc++Z
, YJSV[ XSZqZJ+d bZ LqOr Y LSc++K
!". v PZSKsPMM SG! +XqZJ+d LSc++K
".
F ZYJMQMbMSKJ+d LSc++ #, Q SZYZ^ YJSg
]SNdJ+d nZLS+ PZ obPPM @RFCA9
, LSc++ $" %&'"( JQ_ZJ bZ X+PQZPM bZJSZJ L
XMbP+;LNZPK TSPMbZcMM ZLLZSZJPg X+L_PMd9
< LSc++ )"*+ " %&'"( QQNYZJ+d
Q LSc++ # TNd X+L_PMd QbkP+JM
Q++JZPQNPMd T KSQPd JYKq[ SbSQP[ YP]MgKSZcMM9
& LSc++ # YPJSNMSKJ QQTPM obPPMd LKJ
SZbQSJVQZPMd PQg ZLLZSZJPg M LSgSZPg X+L_PMd9 RSc++
mLSZQNPMd SNMbZM PZLSZQNdJ +QTPMd PQV^ SNMbZ^ M QS+Md^ LSc++K
mLSZQNPMd YP]MgKSZcMdM9
/ Y ZPZNMbK QbkP[ TSPMbZcMM ZLLZSZJPg X+L_PMd LSMQNYZJ+d
LSc++ ""*+, YJSV[ X+L_MQZJ +JQJ+JQM tJg
ZLLZSZJPg X+L_PMd JSXQZPMd T+JKLP+JM M PZTkP+JM9
. LSc++ mLSZQNPMd YP]MgKSZcMdM X+L_MQZJ XPQNPM
iP]MgKSZcMPP[ XZbV TZPPV^ K_JPV^ tNPJQ @C3D#A PZ Q+^ tJZLZ^
LSc++Z9
-' RSc++ KLSZQNPMd QbZMJPsPMdM + bZYZb_MYZM LTTSkMQZJ +QdbO +
nZYZb_MY PZ Q+^ tJZLZ^ LSc++Z, _JXV TSkZJO g Q YKS+ +XVJM[9
9.0 kUVUadHVH H OMJKaMNUEIJH
I MbXkZPM LKJZPMcV Q SNd^ M JSMPNgMM Q PQV^ YPMgZ^ QbT M+LNObKrJ+d
JSMPV jnZYZb_MYl M jRNObQZJNOl9 \ M^ LqOr LSQTMJ+d SZbNM_M kTK
NMcZM @XV_P tJ QV+s SKYQT+JQA, YJSV bZYZbVQZrJ, LNZ_MQZrJ op;K+NKgM M
dQNdrJ+d QNZTNOcZM op;K+NKg @nZYZb_MYMA, M NMcZM, YJSV LNObKrJ+d K+NKgZM Q
LQ+TPQP[ SZXJ @RNObQZJNMA9 v+PQZPMd TNd SZbgSZPM_PMd gSZbT XN
QZkPV, _ +ZPJMYZ tJM^ +NQ9 v+PQPZd J_YZ YPJZYJZ TNd nZYZb_MYZ ; xPTkS L
QbZMJPsPMd + bZYZb_MYZM0 TNd RNObQZJNd ; \NKkXZ Service Desk9 RN^
]KPYcMPMSKrqM[ LSc++ mLSZQNPMd MPcMTPJZM +SZbK k JSZbMJ+d PZ SZXJ
RNObQZJN[9 m+NKgZ, YJSZd P TZJ T+JZJ_PV QVgTV bZ TPOgM, YJSV PZ
+JMJ, Q XNOs[ +JLPM bZJSPJ MPJS+V nZYZb_MYZ9
pZYM XSZb, Q+OZ QZkP SZbgSZPM_MQZJO SZbNM_PV, ^Jd M QbZM+QdbZPPV,
LJSXP+JM RNObQZJN[ M nZYZb_MYQ Q K+NKgZ^9 ~+J+JQPP, cNM RNObQZJN[ M
nZYZb_MYQ gKJ P +QLZTZJO, M Q tJ +NK_Z PX^TM YLSM++9 fZLSMS,
RNObQZJNM gKJ JSXQZJO ZY+MZNOP[ T+JKLP+JM, JgTZ YZY nZYZb_MYM
XSZqZrJ QPMZPM PZ J QVgTV, YJSV PM LNK_ZJ bZ +QM TPOgM LSM SZbNM_PV^
KSQPd^ T+JKLP+JM9 }Nd SZbgSZPM_PMd LJSXP+J[ tJM^ gSKLL PX^TM
LSTNMJO
GO
Rv}}~aiU m\ymz
MP]SZcMPPV LJYM M YNr_QV tNPJV LSc++Q TNd Xqg M+LNObQZPMd9
9.& lNMQ GPUVEHdIDVHm PIVMYILQUZHe QJW MPcULHaUZHH
jGPUNJILHW noFDJFcUYH 6 P>///3
WSMJZP+YM MP+JMJKJ +JZPTZSJQ @#ritish Standards 1nstitute, #S1A LKXNMYQZP j\QT
LSZYJM_+YM^ SYPTZcM[ TNd SgZPMbZcMM KLSZQNPMd op;K+NKgZMl @$D''',A,
YJSV[ XZbMSKJ+d PZ LSMPcMLZ^ WMXNMJYM 1)1G9 iPJY+JPZd TMZgSZZ Mb
SKYQT+JQZ LYZbZPZ PMk9 }MZgSZZ P dQNdJ+d TNOr LSc++Q, Z LST+JZQNdJ
+X[ NMsO PZgNdTP LM+ZPM9 ~ kP SZ++ZJSMQZJO J_P JZY k, YZY M aM+KPY
-9-9 J +JO +PQPV LSMPcMLV @Q TZPP +NK_Z mLSZQNPMd K+NKgZMA XSZbKrJ
PZgNdTP LST+JZQNPM, XNZgTZSd _K _MJZJNO kJ +TMPMJO QbZM+QdbZPPV
tNPJV LSc++Z9
P 1.3 ~ Hu Yn n PD0005
~+NM V SZ++JSM $D''', Q YPJY+J aM+KPYZ -9=9 J +JZPJ _QMTP, _J PQV
TNM WMXNMJYM 1)1G kP SZ++ZJSMQZJO YZY SZ+sMSPM TNM #S1, YJS
QVQTMJ mLSZQNPM op;K+NKgZM PZ PQV[ KSQPO9 |NPJV LSc++Q LSZYJM_+YM
TMPZYQV, LSMPcMLV mLSZQNPMd MbPPMdM M mLSZQNPMd YP]MgKSZcMdM J_P
JZYM k9 aZbNM_Md NMsO Q +JLPM TJZNMbZcMM9 o #S1, M \\pU LSTNZgZrJ +^TPV,
+NM P MTPJM_PV, LSMPcMLV +QSPPg mLSZQNPMd op;K+NKgZM9
9.9/ jGPUNJILHI FDJFcUYH: GPMZIDDLSe GMQmMQ
zNZQV TZPP[ YPMgM L+QdqPV RTTSkY K+NKg YZY PZXSK QbZM+QdbZPPV^
LSc++Q9 v+X QPMZPM Q RTTSkY K+NKg ++STJ_P PZ LSc++Z^,
PZLSZQNPPV^ PZ T+JMkPM cN[9 }Nd QPTSPMd LSc++Q PX^TMV PYJSV
KLSZQNP_+YM ]KPYcMM, P gNZQPVM Q+;JZYM dQNdrJ+d LSc++V M M^ LSMgTP+JO
TNd T+JMkPMd cNM9
A P
IQTPM
WN LTSXPV +QTPMd L JSMM M LSZYJMY LSc++Q kP PZ[JM Q RSMNkPMM W Y
TZPP[ YPMg9
9.99 `IVMYILQFIYUW JHEIPUEFPU
RS_M+NPPV PMk aKYQT+JQZ L KLSZQNPMr o\ J \\pU JZYk MrJ JPsPM
Y mLSZQNPMr K+NKgZM M SYPTKrJ+d Q YZ_+JQ TLNPMJNOP[ NMJSZJKSV9
RNK_MJO tJM SKYQT+JQZ kP _Sb LSTZQcZ YPMg WMXNMJYM 1)1G MNM _Sb )he
Stationer Office @)SOA:
+G-HG,I/0 JHDHI,K,DG LM C+
N#'&7 !"#)
OP
obTZJNO+JQ Format -
.'='. - '7 ' vYN &'
+JSZPMc vYJdXSO -... g9
7,9''
JHDHI/DI QRHDI,
N#'$ SP
obTZJNO+JQ Format -
.'='. - '-7 vYN /'
+JSZPMc \PJdXSO -... g9
7,9''
T0UV/2/G/LD NW7=P
obTZJNO+JQ Format -
.'='. - '= . vYN &'
+JSZPMc \PJdXSO -... g9
7,9''
I tJ SKYQT+JQ LM+VQZrJ+d K+NQMd, Q
SZYZ^ YJSV^ SgZPMbZcMd g+KTZS+JQPPg
+YJSZ PX^TM SZbSZXZJVQZJO +JSZJgMr
tY+LNKZJZcMM o\ M op9 I YPMg JZYk
LM+VQZJ+d QNMdPM +QSPPV^ MPMcMZJMQ M
LSMPcMLQ, YJSV LSXNZTZrJ Q
g+KTZS+JQPP +YJS9 iPMgZ PZcNPZ PZ
QV+s SKYQT+JQ SgZPMbZcM[9 vPZ
LSTNdJ JTV, YJSV^ +NTKJ
LSMTSkMQZJO+d Q KLSZQNPMM
MP]SZcMPPVM +M+JZM M Q SZbSZXJY
+JSZJgMM Q XNZ+JM o\9 pZYk Q YPMg
LST+JZQNdrJ+d SYPTZcMM L KLSZQNPMr
MbPPMdM, PX^TMVM TNd QPTSPMd tJ[
+JSZJgMM9
}ZPP L+XM LSTPZbPZ_P TNd
LST+JZQMJN[ QV+sg SKYQT+JQZ,
JQ_ZrqM^ bZ KLSZQNPM YLNY+PVM
MbPPMdM, +QdbZPPVM + o\9 I P
SZ++ZJSMQZrJ+d LSXNV, +QdbZPPV +
LSXSZbQZPM XMbP+Z, SgZPMbZcMPPVM
MbPPMdM M MbPPMdM Q YSLSZJMQP[
YKNOJKS9 iPMgZ +TSkMJ LSZYJM_+YM
SYPTZcMM L LSTNPMr SgZPMbZcMPPV^
XZSOSQ M +MJKZcM[ JMLZ jQ+ +JZSZrJ+d, Z TN
P LNK_ZJ+dl9 iS Jg, Q SYPTZcMd^
LS+NkMQZJ+d _JYZd QbZM+QdbO +
mLSZQNPM LSgSZZM M SZNMbZcM[
LSMKq+JQ9
I cPJS QPMZPMd TZPPg SKYQT+JQZ cNM
XMbP+Z M SbKNOJZJV LSZQMNOP[ SgZPMbZcMM
bZYZbQ op9 I P Xd+PdrJ+d +PQPV
+NkP+JM, +QdbZPPV + QVXS L+JZQqMYQ M
LZSJPSQ, Z JZYk SZ++ZJSMQZrJ+d +JSZJgMM
bZYKLY TNd PQV^ +^ SZXJV M PQV^ QMTQ
TgQSQ9
Q A
Rv}}~aiU m\ymz
JHDHI/DI X,-ML-KHD0,
N"#) Y887ZP
obTZJNO+JQ Format -
.'='. - ', , vYN --'
+JSZPMc \PJdXSO -... g9
7,9''
JHDHI/DI +,-./0,2
N"#) !)!'P
obTZJNO+JQ Format -
.'='. - 'F & vYN -''
+JSZPMc `QSZNO 7''' g9
7,9''
I cPJS QPMZPMd TZPPg SKYQT+JQZ,
SZbSZXJZPPg LSM LTTSkY %!O, JSM KSQPd
KLSZQNPMd t]]YJMQP+JOr: KLSZQNPM
XMbP+, QYNZT o\Dop Q SZXJK XMbP+Z M
t]]YJMQP+JO SZXJV o\Dop9 I P
X+KkTZJ+d SNO XSZbcQ[ TNM BF>3
B:ce22ence 3ode2 ~QSL[+Yg ]PTZ
KLSZQNPMd YZ_+JQ @BF>3A,
+XZNZP+MSQZPPV^ YZSJ LYZbZJN[,
XP_ZSYMPgZ M TSKgM^ sMSY
SZ+LS+JSZPPPV^ JTMY9
I tJ SKYQT+JQ SZ++ZJSMQZrJ+d +PQV
t]]YJMQPg KLSZQNPMd K+NKgZM,
+JQJ+JQKrqM^ TgQSQ M ^SsM^ SZX_M^
QbZMJPsPM[9 \ g LqOr bZYZb_MY K+NKg
o\Dop +kJ NK_s LPdJO J_YK bSPMd
L+JZQqMYQ PZ LST+JZQNPM K+NKg9 iPMgZ
+TSkMJ LSZYJM_+YM SYPTZcMM Q
JPsPMM Jg, YZY TXMQZJO+d J L+JZQqMYQ
XNOs[ t]]YJMQP+JM K+NKg M LNK_ZJO
L+JdPPV QVgTV bZ +QM TPOgM9
-7
< CaUHYMDNWaH YIhQF GPMZIDDUYH
I tJ[ YPMg SZ++YZbVQZJ+d PX^TM+JM QPTSPMd MPJgSMSQZPPV^ LSc++Q
mLSZQNPMd YP]MgKSZcMdM, mLSZQNPMd MbPPMdM, mLSZQNPMd MPcMTPJZM,
mLSZQNPMd LSXNZM M mLSZQNPMd SNMbZM9 fZLSMS, LSc++ QYNr_PMd PQV^
SNMbQ YLPPJQ Q +STK tY+LNKZJZcMM @LSTJ LSc++Z mLSZQNPMd SNMbZMA
bZJSZgMQZJ JZYk LSc++V mLSZQNPMd YP]MgKSZcMdM M mLSZQNPMd MbPPMdM,
JgTZ YZY bZ +QdbO kTK L+JZQqMYZM K+NKg op M RNObQZJNdM K+NKg JQ_ZJ
gNZQPV XSZb \NKkXZ Service Desk9 f+JSd PZ J, _J YZkTV[ YLPPJ
RTTSkYM K+NKg SZ++ZJSMQZJ+d Q TZPP[ YPMg JTNOP, Q tJ SZbTN LYZbZPV
+QdbM M +PQPV QbZMJPsPMd kTK Q+M LSc++ZM mLSZQNPMd K+NKgZM M
TSKgMM LSc++ZM KLSZQNPMd MP]SZ+JSKYJKS[9
%.9 jGPUNJILHI VMLXHcFPUZHWYH
mLSZQNPM YP]MgKSZcMdM J+P +QdbZP + +JZNOPVM LSc++ZM mLSZQNPMd
K+NKgZM9 RSM PZNM_MM +Qk[, J_P[ M LNP[ MP]SZcMM X Q+^ YLPPJZ^
MP]SZ+JSKYJKSV LSc++ mLSZQNPMd MbPPMdM M TSKgM LSc++V +JZPQdJ+d XN
t]]YJMQPVM M SbKNOJZJMQPVM9 RSc++ mLSZQNPMd MbPPMdM kJ XVJO
MPJgSMSQZP + LSc++ mLSZQNPMd YP]MgKSZcMdM9 aYPTKJ+d, _JXV YZY
MPMK SgM+JSZcMd M QPTSPM MbPPM[ TNZN+O LT YPJSN YLNY+P[
+M+JV mLSZQNPMd YP]MgKSZcMdM9 pZYk LSM LqM tJ[ +M+JV PX^TM
LSMbQTMJO cPYK QbT[+JQMd obPPM[9 I +QdbM + tJM Q+ bZLS+V PZ obPPM
TNkPV QQTMJO+d Q iP]MgKSZcMPPKr XZbK TZPPV^ K_JPV^ tNPJQ @C3D#A, +
XPQNPM K_JPV^ bZLM+[ L S QVLNPPMd bZLS+Q PZ obPPM9
\M+JZ KLSZQNPMd YP]MgKSZcMdM LSTNdJ QbZM+QdbM kTK tNPJ,
YJSV[ LSTLNZgZJ+d MbPMJO, M +JZNOPVM YLPPJZM MP]SZ+JSKYJKSV, _J
LbQNdJ LSMQN_O QNZTNOcQ tJM^ YLPPJQ Y cPY QbT[+JQMd9 R+N YZkTg
obPPMd Q MP]SZ+JSKYJKS TNkPV XPQNdJO+d +JQJ+JQKrqM K_JPV bZLM+M
mLSZQNPMd YP]MgKSZcMdM Q XZb TZPPV^ C3D# @+9 aM+KPY 79-A9 }Nd tJg NK_s
Q+g M+LNObQZJO MPJgSMSQZPPV +ST+JQZ, YJSV X+L_MQZrJ ZQJZJM_+Y
XPQNPM K_JPV^ bZLM+[ LSM QP+PMM obPPM[9
}+JKL Y XZb TZPPV^ C3D# TNkP XVJO LST+JZQNP Q+K LS+PZNK, +QdbZPPK +
RTTSkY[ K+NKg, _JXV XNg_MJO K+JSZPPM oPcMTPJQ M RSXN bZ +_J XV+JSg
QVd+PPMd QbkPV^ LSM_MP JYZbZ YLPPJZ9 WZbK TZPPV^ C3D# PX^TM
M+LNObQZJO JZYk TNd +QdbVQZPMd bZLM+[ X oPcMTPJZ^ M RSXNZ^ + bZLM+dM
TSKgM^ XYJZ^, YJSV MrJ Y PM JPsPM, JZYM^ YZY JYZbZQsM[ m_JPV[
tNPJ @m|A M RNObQZJNO9 mLSZQNPM SNMbZM XKTJ bZJSKTPP M kJ LSMQ+JM
Y sMXYZ, +NM tJJ LSc++ P XKTJ MPJgSMSQZP + LSc++ mLSZQNPMd
YP]MgKSZcMdM9
RSc++V RST+JZQNPMd K+NKg JZYk M+LNObKrJ TZPPV Mb XZbV TZPPV^ C3D#9
fZLSMS:
-=
Rv}}~aiU m\ymz
RSc++ mLSZQNPMd KSQP X+NKkMQZPMd TNkP MTPJM]McMSQZJO
YLPPJV, XTMPdV Q cNd^ LST+JZQNPMd K+NKgM, _JXV ++JZQMJO
+gNZsPMd + QPsPMM L+JZQqMYZM9
RSc++K mLSZQNPMd ]MPZP+ZM Q +]S op PX^TM bPZJO YLPPJV,
YJSV M+LNObKrJ+d YZkTV XMbP+;LTSZbTNPM, +XPP +NM
M+LNObKJ+d +M+JZ QV+JZQNPMd +_JQ bZ M+LNObQZPM S+KS+Q9
RSc++Z mLSZQNPMd PLSSVQP+JOr LST+JZQNPMd op;K+NKg M
mLSZQNPMd T+JKLP+JOr K+NKg PX^TM MTPJM]McMSQZJO YLPPJV Q
cNd^ ZPZNMbZ SM+YZ M ZPZNMbZ QbT[+JQMd JYZbZ YLPPJQ op;
MP]SZ+JSKYJKSV @Component Fai2ure 1mpact !na2sis, CF1!A9
RSMS QbZMT[+JQMd kTK LSc++ mLSZQNPMd YP]MgKSZcMdM M TSKgMM
LSc++ZM mLSZQNPMd K+NKgZM LSMQTMJ+d PZ aM+KPY 79-9
P 2.1 - u Yn , Yn
, Yn qu Yn n
%.% jGPUNJILHI HaYILILHWYH
uJXV LNP+JOr cPMJO QbT[+JQM obPPM[, LSc++K mLSZQNPMd MbPPMdM
PKkPV J_PV YP]MgKSZcMPPV TZPPV9 RtJK LSc++V mLSZQNPMd
YP]MgKSZcMdM, mLSZQNPMd SNMbZM M mLSZQNPMd MbPPMdM Q+OZ J+P
QbZM+QdbZPV9
}JZNM LSc++Z QP+PMd obPPM[ ]MY+MSKrJ+d Q \gNZsPMd^ X KSQP
X+NKkMQZPMd @SG!A, _JXV RNObQZJNM bPZNM LScTKSK ]SNPMd bZLS+Q PZ
obPPM M K+JZPQYM +SYQ QP+PMd obPPM[, Z JZYk MNM LST+JZQNPM J,
YZY QbT[+JQM YZkKJ tJM obPPMd9
vX Q+^ TJZNd^ obPPM[ PX^TM +JZQMJO Q MbQ+JP+JO \NKkXK Service Desk9
}Zk Q +NK_Z Q++JSPPg J+JMSQZPMd L+N QQTPMd obPPMd QNMYZ
QSdJP+JO QbPMYPQPMd LSXN, YJSV gKJ XVJO +QdbZPV NMX + J, _J
MbPPPV[ YLPPJ P SZXJZJ PKkPV MNM kMTZV XSZb,
-F
IbZM+QdbM kTK
LSc++ZM
NMX + J, _J K LNObQZJN[ QbPMYNM QLS+V JP+MJNOP MbPPMd
]KPYcMPZNOPV^ QbkP+J[9
zSKLLK NMc, YJSV gKJ LST+JZQMJO YZPT mLSZQNPMd MbPPMdM tY+LSJPV
PPMd L SZNMbZcMM obPPM[, PZbVQZrJ iP+KNOJZJMQPV YMJJ L
MbPPMd @\UWA9 I ++JZQ tJg YMJJZ XV_P Q^TdJ LST+JZQMJNM Q+^ +YJSQ
op;LTSZbTNPMd, Z JZYk XMbP+;LTSZbTNPM[ LSTLSMdJMd9
%.+ jGPUNJILHI PIJHaUYH
I SbKNOJZJ obPPM[ bZ_Z+JKr QbPMYZJ LJSXP+JO Q PQ ZLLZSZJP
X+L_PMM, PQV^ QS+Md^ LSgSZPg X+L_PMd MDMNM PQ[ TYKPJZcMM,
+bTZQZV^ +X+JQPPVM +MNZM MNM LSMXSJZV^, YJSV PX^TM
YPJSNMSQZJO M SZ+LS+JSZPdJO Q QMT PQg jLZYJPg aNMbZl9 RScTKSV
X+L_PMd XbLZ+Pg, KLSZQNdg SZbQSJVQZPMd TNkPV XVJO J+P
MPJgSMSQZPV + LScTKSZM mLSZQNPMd MbPPMdM M mLSZQNPMd YP]MgKSZcMdM9
iS Jg, LScTKSV KLSZQNPMd aNMbZM gKJ ++JZQNdJO PJNKr _Z+JO
mLSZQNPMd MPcMTPJZM M mLSZQNPMd LSXNZM, Z JZYk MJO J+PKr QbZM+QdbO
+ XZb[ TZPPV^ C3D# TNd +QQSPPg XPQNPMd K_JPV^ bZLM+[9
%.8 jGPUNJILHI HLZHQILEUYH
RSc++ mLSZQNPMd MPcMTPJZM TNkP XVJO J+P +QdbZP + LSc++ZM mLSZQNPMd
LSXNZM M mLSZQNPMd MbPPMdM, Z JZYk + \NKkX[ Service Desk9 RSM
J+KJ+JQMM PZTNkZqg YPJSNd obPPMd gKJ +JZJO LSM_MP[ PQV^ oPcMTPJQ9
fX^TMZ QbkP+JO LSTNPMd +Qdb[9 RtJK SYPTKJ+d ^SZPMJO bZLM+M
X oPcMTPJZ^ Q J[ k XZb TZPPV^ C3D#, _J M bZLM+M RSXNZ^, obQ+JPV^
sMXYZ^ M nZLM+d^ X MbPPMd^, MNM L YSZ[P[ S X+L_MJO +QdbO + tJMM
bZLM+dM Xb PX^TM+JM LQJSPg QQTZ, _JXV KNK_sMJO MPJS][+V M
KLS+JMJO LScTKSV LNK_PMd MP]SZcMM M ++JZQNPMd J_JQ9
RSMSMJJV oPcMTPJQ M LScTKSV t+YZNZcMM TNkPV XVJO +gNZ+QZPV Q SZYZ^
LSc++Z mLSZQNPMd KSQP X+NKkMQZPMd M bZ]MY+MSQZPV Q +gNZsPMd^ SG!9
%.3 jGPUNJILHI GPM]JIYUYH
RSc++K mLSZQNPMd LSXNZM PKkPV J_PV M LNPV K_JPV bZLM+M L
oPcMTPJZ TNd t]]YJMQPg M SbKNOJZJMQPg QVdQNPMd LSM_MP oPcMTPJQ M
LS+NkMQZPMd JPTPcM[9 mLSZQNPM LSXNZM JSXKJ JZYk J+P[ QbZM+QdbM +
LSc++ mLSZQNPMd T+JKLP+JOr TNd QVdQNPMd tJM^ JPTPcM[ M LSMPdJMd
YSSYJMSKrqM^ S9
%.2 lJFh]U Service >esk
\NKkXZ Service Desk LST+JZQNdJ +X[ TMPKr J_YK YPJZYJZ kTK L+JZQqMYZM
K+NKg M RNObQZJNdM Q LSc++ LQ+TPQPg M+LNObQZPMd
14
Rv}}~aiU m\ymz
K+NKg9 iS Jg, PZ dQNdJ+d cPJS LSMZ +XqPM[ X oPcMTPJZ^ M bZLS+Q
PZ X+NKkMQZPM9 I +QdbM + tJM PZ \NKkXK Service Desk QbNZgZrJ+d XdbZPP+JM
MP]SMSQZPMd RNObQZJN[ +XVJMd^, T[+JQMd^ M QbkP+Jd^, YJSV gKJ
QbT[+JQQZJO PZ +Kq+JQNPM RNObQZJNdM +Q[ LQ+TPQP[ TdJNOP+JM9
fZLSMS, \NKkXZ Service Desk kJ XVJO cPJS LSMZ bZLS+Q PZ obPPM J
RNObQZJN[, LKXNMYZcMM zSZ]MYQ MbPPM[ J MPM LSc++Z mLSZQNPMd
MbPPMdM, Z JZYk KQTNPMd RNObQZJN[ ^T QP+PMd obPPM[9 RtJK
LSc++ mLSZQNPMd MbPPMdM TNkP X+L_MJO L+JdPP MP]SMSQZPM
\NKkXV Service Desk X Q+^ SLSMdJMd^, +QdbZPPV^ + obPPMdM9
\NKkXZ Service Desk SZPOs Q+^ qKqZJ PZ +X Q+ L+NT+JQMd PZSKsPMd
\gNZsPM[ X KSQPd^ X+NKkMQZPMd M LtJK PKkTZJ+d Q QbkP+Jd^ XSZXJYM
XV+JSg LJYZ MP]SZcMM9
\NKkX Service Desk kP TNgMSQZJO LSZQ QQTPMd obPPM[, YJSV LgKJ
MbXkZJO oPcMTPJQ9 RSM tJ \NKkXZ Service Desk TNkPZ T[+JQQZJO Q SZYZ^ +QM^
LNP_M[9 xZ+sJZX JZYM^ obPPM[ TNkP XVJO LSTNP bZSZP, Z +QTPMd X
Q+^ JZYM^ obPPMd^ TNkPV L+JKLZJO Q mLSZQNPM MbPPMdM9 RST
obPPM +LcM]MYZcM[ NrXg m_JPg tNPJZ _PO QZkP LNK_MJO TXSPM
LTSZbTNPMd mLSZQNPMd MbPPMdM9
%.1 jGPUNJILHI FPMNLIY M]DJFhHNULHW
RSc++ mLSZQNPMd KSQP X+NKkMQZPMd @SG3A X+L_MQZJ +XNrTPM
\gNZsPM[ X KSQP X+NKkMQZPMd @SG!A, vLSZcMPPV^ +gNZsPM[ X KSQP
QbZMT[+JQMd @Operationa2 Geve2 !*reements, OG!A M IPsPM^ TgQSQ @nderpinnin*
Contracts, CA, RSc++ SG3 JZYk P+J JQJ+JQPP+JO bZ +QTPM Y MPMKK
NrXg PXNZgLSMdJPg QbT[+JQMd PZ YZ_+JQ K+NKg9 RSc++ LSTLNZgZJ cPYK
+JLPM QNMdPMd obPPM[ PZ YZ_+JQ K+NKg M SG! YZY PZ tJZL L+JKLNPMd
LSTNkPM[ PZ QP+PM obPPM[, JZY M L+N QPTSPMd tJM^ obPPM[9 fYJSV
Mb PZMXN QZkPV^ LYZbZJN[, K+JZPQNPPV^ Q +gNZsPMd^ SG!, +QdbZPV +
T+JKLP+JOr K+NKg M LtJK JSXKrJ SZbSsPMd oPcMTPJQ Q K+JZPQNPPV +SYM9
mLSZQNPM KSQPdM X+NKkMQZPMd dQNdJ+d +TMPMJNOPV bQP kTK
RTTSkY[ K+NKg M RST+JZQNPM K+NKg9 |JJ LSc++ P kJ ]KPYcMPMSQZJO
JTNOP, JZY YZY P LTSZbKQZJ PZNM_M, Z JZYk t]]YJMQPKr M SbKNOJZJMQPKr
SZXJK TSKgM^ LSc++Q9 Wb Q+LgZJNOPV^ LSc++Q \gNZsPMd X KSQP
X+NKkMQZPMd X+LNbPV, JZY YZY J+KJ+JQKJ XZbM+ TNd +gNZ+QZPMd LNkPM[ tJM^
+gNZsPM[9
%.0 jGPUNJILHI YMpLMDEWYH
mLSZQNPM qP+JdM LSd +QdbZP + JSXQZPMdM XMbP+Z, Z P JNOY +
t]]YJMQP+JOr YLPPJQ +M+JV, Q+J MNM L JTNOP+JM9 mLSZQNPM
qP+JdM LSMQNYZJ+d Q ^T SZbSsPMd oPcMTPJQ M MTPJM]MYZcMM RSXN Q
J^ +NK_Zd^, YgTZ JSKTP+JM +QdbZPV + LSXNZM qP+J[9
-<
IbZM+QdbM kTK
LSc++ZM
I SZYZ^ LSc++Z mLSZQNPMd qP+JdM ]SNdrJ+d nZLS+V PZ obPPM @RFCA,
X+L_MQZrqM T+JKLP+JO JSXKV^ qP+J[9 vXSZXJYZ RFC LSMbQTMJ+d Q
+JQJ+JQMM + LSc++ mLSZQNPMd MbPPMdM, LSM_ SZNMbZcMd obPPMd
kJ bZJSPKJO P+YNOY m_JPV^ tNPJQ, QYNr_Zd ZLLZSZJP X+L_PM,
LSgSZP X+L_PM M TYKPJZcMr9 I+ tJ JSXKJ PZNM_Md t]]YJMQPg
LSc++Z mLSZQNPMd SNMbZM9
mLSZQNPM qP+JdM PX^TM LSMQNYZJO Y cPY Q+^ obPPM[, _JXV
LSTNdJO QNMdPM tJM^ obPPM[ PZ qP+JM M LSMbQTMJNOP+JO9 |J
PX^TM YZY PZ tJZL L+JKLNPMd nZLS+Q PZ obPPM @ReEuest for chan*e, RFCA,
JZY M L+N M^ QPTSPMd9 I SZYZ^ mLSZQNPMd qP+JdM PX^TM XSZqZJO
+X QPMZPM PZ +QYKLPV[ t]]YJ obPPM[ + J_PM QSPM9
fbPZ_MJNOPV[ t]]YJ P+YNOYM^ JTNOPV^ obPPM[ Q +QYKLP+JM bZ_Z+JKr
LSMQTMJ Y KQNM_PMr QSPM SZYcMM, LSXNZ + ^SZPMNMqZM ]Z[NQ, Z JZYk Y
MbXVJ_PV LJSXP+Jd Q LSc++SP[ qP+JM9
%.& jGPUNJILHI XHLULDUYH QJW no6FDJFc
mLSZQNPM ]MPZP+ZM JQ_ZJ bZ K_J bZJSZJ PZ LST+JZQNPM op;K+NKg, Z JZYk bZ
Q+ Z+LYJV QbqPMd tJM^ bZJSZJ nZYZb_MYZM @QV+JZQNPM +_JQ MNM wchar*in*wA9
RtJK PX^TMV ^Ss PZNZkPPV MPJS][+V + LSc++ZM mLSZQNPMd
qP+JdM, mLSZQNPMd YP]MgKSZcMdM @TZPPV L ZYJMQZA M mLSZQNPMd KSQP
X+NKkMQZPMd TNd QVdQNPMd +YSVJV^ bZJSZJ, +QdbZPPV^ + LST+JZQNPM K+NKg9 I
LSc++ LSgQSQ L QLS+Z LSTNPMd XrTkJQ op;LTSZbTNPM[ M bZJSZJ
JTNOPV^ nZYZb_MYQ PZ op, `MPZP+QK PTkSK XV_P LSM^TMJ+d J+P
+JSKTPM_ZJO + xPTkS L QbZMJPsPMd + nZYZb_MYZM M SKYQT+JQ op9
%.9/ jGPUNJILHI QMDEFGLMDEKq
RT mLSZQNPM T+JKLP+JOr LPMZJ+d LSYJMSQZPM, QPTSPM, cPYZ M
KLSZQNPM op;K+NKgZM Q cNd^ K+J[_MQg +XNrTPMd K+JZPQNPPV^ JSXQZPM[
XMbP+Z Y T+JKLP+JM K+NKg9 mLSZQNPM T+JKLP+JOr JSXKJ bPZPMd LSM_MP, L
YJSV gKJ LSMb[JM JYZbV Q SZXJ op;K+NKg, Z JZYk QSPM, PX^TMg TNd
QbXPQNPMd X+NKkMQZPMd9 fX^TMKr Q^TPKr MP]SZcMr, LbQNdrqKr
LSMPdJO YSSYJMSKrqM SV, LST+JZQNdrJ LSc++V mLSZQNPMd MPcMTPJZM M
mLSZQNPMd LSXNZM9
vLSTNMJO +JQJ+JQM T+JMgPKJV^ KSQP[ T+JKLP+JM JSXQZPMd +gNZsPM[
SG! LbQNdrJ LScTKSV cPYM M ++JZQNPMd J_JQ L T+JKLP+JM K+NKg op9
RSc++ mLSZQNPMd T+JKLP+JOr LTTSkMQZJ LSc++ mLSZQNPMd KSQP
X+NKkMQZPMd, LST+JZQNdd cPYM M J_JV, PX^TMV TNd ZPZNMbZ LTTSkYM
K+NKg9
%.99 jGPUNJILHI LIGPIPSNLMDEKq GPIQMDEUNJILHW no6FDJFc
RSc++ mLSZQNPMd PLSSVQP+JOr LST+JZQNPMd op;K+NKg YZ+ZJ+d +L+XP+JM
SgZPMbZcMM X+L_MJO bZSZP LSTNPPV M +gNZ+QZPPV
-&
Rv}}~aiU m\ymz
KSQPM X+NKkMQZPMd, PX^TMV TNd KTQNJQSPMd MPMZNOPV^ LJSXP+J[
XMbP+Z, Q +NK_Z PZSKsPMd SZXJV SgZPMbZcMM9 |]]YJMQPV[ LSc++ mLSZQNPMd
PLSSVQP+JOr LST+JZQNPMd K+NKg op JSXKJ YLSM++Z kTK SZM L
+PMkPMr SM+YZ, JZYMM YZY +bTZPM JYZbK+J[_MQV^ +M+J, M LcMdM
Q++JZPQNPMd, QYNr_Zd +ST+JQZ SbSQPg YLMSQZPMd9 }Nd LTTSkYM tJM^
LS]MNZYJM_+YM^ SLSMdJM[ M LNZPMSQZPMd PX^TMV TZPPV LSc++Z
mLSZQNPMd YP]MgKSZcMdM9 iS tJg, PX^TM cPMJO LJPcMZNOPKr +JLPO
QNMdPMd obPPM[ Q MP]SZ+JSKYJKS M XMbP+ PZ LNZPV L X+L_PMr
PLSSVQP+JM LST+JZQNPMd K+NKg9 I+ LNZPV Q JPsPMM op M XMbP+Z TNkPV
SgKNMSQZJO+d LScTKSZM mLSZQNPMd MbPPMdM9 \NKkX Service Desk JZYk
JQTMJ+d QZkPZd SNO LSM ZYJMQMSQZPMM LSc++Z X+L_PMd PLSSVQP+JM
XMbP+Z9
%.9% jGPUNJILHI NaUHYMMELMrILHWYH D kUVUadHVUYH
mLSZQNPM QbZMJPsPMdM + nZYZb_MYZM +QdbZP + SZbQMJM PSZNOPV^,
LS]++MPZNOPV^ SZX_M^ QbZMJPsPM[ kTK nZYZb_MYZM M L+JZQqMYZM op;
K+NKg9 xPTkSZ L QbZMJPsPMd + nZYZb_MYZM @CR3A JSXKJ+d MPJS][+ +
Q+M +JZNOPVM LSc++ZM 1)1G9 fZLSMS, CR3 X+L_MQZJ QbZMT[+JQM
kTK nZYZb_MY M op;LTSZbTNPM Q QSd kgTPV^ LSgQSQ L
+gNZsPMd SG!D]MPZP+QV QLS+Z, Z JZYk K_Z+JQKJ Q KSgKNMSQZPMM LSJPbM[
nZYZb_MYZ L LST+JZQNPPV K+NKgZ9
%.9+ jGPUNJILHI HLXMPYUZHMLLSYH H VMYYFLHVUZHMLLSYH
EImLMJMcHWYH !so"
RTSZbTNPM mLSZQNPMd MP]SZcMPPVM M YKPMYZcMPPVM J^PNgMdM
@1C)A LSMQNYZJ+d Y XNOsMP+JQK LSc++Q RTTSkYM K+NKg M RST+JZQNPMd K+NKg,
YgTZ TN YZ+ZJ+d gNZQPV XSZb J^PM_+YM^ QLS+Q9
%.98 jGPUNJILHI GPHJMhILHWYH
ePJSZNOP YLOrJSP M JNYKPMYZcMPP ZgPJ+JQ @\\pUA LNZPMSKJ
LTgJQMJO SKYQT+JQ, Q YJS XKTKJ SZ++JSPV +PQPV LSc++V KLSZQNPMd
LSMNkPMdM Q J_PM Q+g M^ kMbPPPg cMYNZ9 mLSZQNPM K+NKgZM, YZY LSZQMN,
MJ TN + LSTKYJ @LSgSZPVDZLLZSZJPV X+L_PMA Q YPYSJPV[ PJ
QSPM + cNOr X+L_PMd LJSXP+J[ XMbP+Z Q K+NKgZ^9 f tJg PT+JZJ_P9
}ZPPV[ LSc++ X+L_MQZJ K+J[_MQV K+NKgM TNd XMbP+Z, Z tJ LTSZbKQZJ
LST+JZQNPM P JNOY LSMNkPMd, P M YQZNM]McMSQZPPV^ YZTSQ, XK_PMd M
YZPZNQ QbZMT[+JQMd9 RSc++ mLSZQNPMd LSMNkPMdM ^QZJVQZJ Q+O +LYJS
QLS+Q ; J cPYM QbkP+J[ SZNMbZcMM T LSTKYJMQPg M+LNObQZPMd M
YP_ZJNOPg bZQSsPMd tY+LNKZJZcMM LSMNkPMd9
-/
IbZM+QdbM kTK
LSc++ZM
%.93 jGPUNJILHI HLXMPYUZHMLLMe ]IaMGUDLMDEKq
RTSZbTNPM mLSZQNPMd MP]SZcMPP[ XbLZ+P+JOr Q +]S op X+L_MQZJ
MPJS][+ + LSc++ZM mLSZQNPMd op;K+NKgZM Q J^ +NK_Zd^, YgTZ TN YZ+ZJ+d
QLS+Q XbLZ+P+JM9 |JM QLS+V MrJ JPsPM Y iP]MTPcMZNOP+JM,
eN+JP+JM M }+JKLP+JM TZPPV^, Z JZYk Y XbLZ+P+JM ZLLZSZJPV^ M LSgSZPV^
YLPPJQ, TYKPJZcMM M LScTKS9 fZLSMS, MPJS][+ kTK LSc++
mLSZQNPMd MP]SZcMPP[ XbLZ+P+JOr M LSc++ mLSZQNPMd K+NKgZM
LbQNdJ cPMJO +JLPO QNMdPMd LSTNkPPV^ obPPM[ PZ XbLZ+P+JO,
]SMJO nZLS+V PZ obPPM @RFCA TNd SsPMd LSXN XbLZ+P+JM, X+L_MJO
YP]MTPcMZNOP+JO M cN+JP+JO TZPPV^ +M+JV XbLZ+P+JM, Z JZYk X+L_MJO
XbLZ+P+JO LSM QYNr_PMM SNMbZ LSgSZPg X+L_PMd Q +STK tY+LNKZJZcMM9
%.92 OPMZIDDS M]IDGIdHNUqpIe HLXPUDEPFVEFPS
obPPMd Q +ST tY+LNKZJZcMM gKJ +YZbZJO+d PZ YZ_+JQ K+NKg, Z obPPMd Q
MP]SZ+JSKYJKS gKJ MJO L+NT+JQMd TNd X+L_MQZrq[ MP]SZ+JSKYJKSV9
iPJSNO PZT Q+M Z+LYJZM X+L_MQZrq[ MP]SZ+JSKYJKSV SYPTKJ+d
LSTZJO LSc++K mLSZQNPMd YP]MgKSZcMdM M LSMPdJO Y PM LScTKSV
mLSZQNPMd MbPPMdM, LM+ZPPV Q tJ[ YPMg9
%.91 jGPUNJILHI GPMIVEUYH
RSM QPTSPMM PQV^ LSc++Q Q SgZPMbZcMM NK_s QVLNPdJO tJK SZXJK YZY LSYJ9
I +QdbM + tJM Q TZPP[ YPMg SZ++ZJSMQZrJ+d RSYJV KLSZQNPMd K+NKgZM, cNOr
YJSV^ dQNdJ+d QPTSPM PQV^ LSc++Q MNM +QSsP+JQQZPM JYKqM^
LSc++Q LST+JZQNPMd MNM LTTSkYM op;K+NKg9
I ^T SZNMbZcMM kJ LSMPdJO+d Pk+JQ +Kq+JQKrqM^ +JSKYJKSMSQZPPV^
JTQ KLSZQNPMd LSYJZM9 RSM X+KkTPMM KLSZQNPMd LSYJZM Q SZYZ^
WMXNMJYM 1)1G, YgTZ JSXKJ+d KYZbZJO YPYSJPV[ JT, V LMSZ+d PZ JT
$R1%CB7, YJSV[ SZbSZXJZP \\pU M sMSY LSMPdJ+d LSZQMJNO+JQ
INMYXSMJZPMM, Z JZYk SgZPMbZcMdM Mb g+KTZS+JQPPg M _Z+JPg +YJSZ Q Q+
MS9
1;
A 1H
l dIcM LUdUEK
RSdTY LNZPMSQZPMd M SZNMbZcMM LSYJZ, +QdbZPPg + QPTSPM mLSZQNPMd
K+NKgZM, SZ++ZJSMQZJ+d Q zNZQ --9 I TZPP[ gNZQ V SZ++JSM +L+XV,
LbQNdrqM TXMJO+d LTTSkYM MTM K SKYQT+JQZ, _JXV + g +JSPV XVN
QVTNP PX^TM ]MPZP+MSQZPM M L+JKLMN SZ+LSdkPM X YZbZPMM
Q+d_+Y[ LTTSkYM LSYJK9
RSkT Q+g QZ PX^TM bPZYMJO+d + LSMKq+JQZM JTZ, Z JZYk LPdJO,
YZY NK_s Q+g LSLTP+JM +PQPV MTM tJM^ LSMKq+JQ Q QZs[ SgZPMbZcMM9
aZ++ZJSMQZV PMk QLS+V gKJ +JZJO _Z+JOr X+PQZPMd L QPTSPMr MNM
+QSsP+JQQZPMr LSc++Z9 IZkPVM tNPJZM tJg X+PQZPMd, QSdJP Q+g,
XKTKJ SZ++JSPM LSXN, +QdbZPPV^ + JYKqM LNkPM, M TP+JSZcMd
LSMKq+JQ PQg LT^TZ9 I X+PQZPMM PX^TM SZ++JSJO Q+
LSMKq+JQZ, PT+JZJYM, bZJSZJV M SM+YM JYKq[ +MJKZcMM M LNZPMSKg LT^TZ,
_JXV SKYQT+JQ gN QbQ+MJO Q+ tJM ]ZYJSV LSM LSMPdJMM SsPMd
LSTNkPMM SZXJV PZT LSYJ9 I RSMNkPMM } kP PZ[JM P+YNOY LSMSQ
SZbSZXJYM X+PQZPMd M+LNObQZPMd 1)1G Q SgZPMbZcMM, QYNr_Zd +QTPMd
bZJSZJZ^9
+.9 OPIHYFpIDENU jGPUNJILHW FDJFcUYH
IZkP cPMJO LSMKq+JQZ, YJSV LNK_MJ SgZPMbZcMd Q SbKNOJZJ _JYg
LSTNPMd ]KPYcM[ mLSZQNPMd K+NKgZM9 I _M+N LSMKq+JQ, PZ YJSV kP
++NZJO+d:
LQVsPM YZ_+JQZ K+NKg ; XN PZTkPZd LTTSkYZ XMbP+Z0
LScTKSV mLSZQNPMd PLSSVQP+JOr LST+JZQNPMd op;K+NKJ
+JZPQdJ+d XN cNPZLSZQNPPVM0 SZ+JJ KQSPP+JO Q QbkP+JM M^
QVLNPPMd Q +NK_Z PX^TM+JM0
XN _JY LST+JZQNPM JYKqM^ QbkP+Jd^ op;
LTSZbTNPMd0
XN LNPZd MP]SZcMd JYKqM^ K+NKgZ^ @M, QbkP, J^ Z+LYJZ^, gT
obPPMd LbQNdJ TXMJO+d PZMXNOsM^ LSMKq+JQA0
XN QV+YZd +JLPO gMXY+JM XMbP+Z XNZgTZSd NK_sK LPMZPMr
LTTSkYM op0
SZ+JJ JMQZcMd LS+PZNZ0 XNOs KTQNJQSPM J SZXJV XNZgTZSd
NK_sK LPMZPMr QbkP+J[ M XN +QSsPPK KLSZQNPMr
kMTZPMdM0
SZ+JJ KTQNJQSPP+JO nZYZb_MYQ, L+YNOYK L+JZQqMYM K+NKg bPZrJ,
_J MPP J PM^ JSXKJ+d, M LST+JZQNdrJ K+NKgM Q +JQJ+JQMM +
kMTZPMdM0
XN QV+YZd +JLPO gMXY+JM M ZTZLJMSK+JM LST+JZQNdV^
K+NKg0
+M+JPV LSMKq+JQZ, PZLSMS, KNK_sPM ^ZSZYJSM+JMY
XbLZ+P+JM, J_P+JM, +YS+JM, T+JKLP+JM, YJSV PX^TMV TNd
X+L_PMd JSXKg KSQPd K+NKg0
7-
Rv}}~aiU m\ymz
+YSZqPM QSPM kMbPPPg cMYNZ PZ obPPMd M XNOsM[ LScPJ
K+L^Z9
nPZ_PM M +JLPO QZkP+JM tJM^ LSMKq+JQ Q SZbNM_PV^ SgZPMbZcMd^ gKJ
JNM_ZJO+d9 \NkP+JO bZYNr_ZJ+d Q LSTNPMM tJM^ LSMKq+JQ TNd NrX[
SgZPMbZcMM JZYM XSZb, YJSV[ TLK+YZN XV L+NTKrqKr cPYK9 \NTQZPM
SYPTZcMd 1)1G LkJ YNM_+JQPP cPMJO PYJSV Mb tJM^ tNPJQ9
+.% OPMZIDDLSe GMQmMQ
}JZNOPKr MP]SZcMr X M+LNObQZPMM TN[ LSc++Q M LSTNPM[,
TLNPdrqM^ LSc++PV[ LT^T Y SZNMbZcMM SYPTZcM[ WMXNMJYM 1)1G Q SZYZ^
LSgSZV PLSSVQPg +QSsP+JQQZPMd, kP PZ[JM Q RSMNkPMM W9 fZ
aM+KPY =9- LYZbZPZ TNO, YJSKr SgZPMbZcMM gKJ M+LNObQZJO Q YZ_+JQ
+PQV TNd +QSsP+JQQZPMd LSc++Q9
P 3.1 6 Mn u
v+PQPKr MTr YSZJY kP MbNkMJO JZY: +NM QV kJ ++JZQMJO TNO LSc++Z
PZ +PQ LSTQg LVJZ @MNM TZk PZ +PQ LVJZ, XN t]]YJMQPg L
+SZQPPMr + JYKq[ SgZPMbZcM[ TNA, J tJK TNO kP +SZQPMJO + LM+ZPM
T[+JQKrqg LSdTYZ M M+LNObQZJO TNd LSTNPMd QbkP+J[
+QSsP+JQQZPMd9 ~+NM LT[JM Y tJ[ bZTZ_ + J_YM bSPMd SZbQMJMd XMbP+Z MNM
YSMJM_+YM^ ]ZYJSQ K+L^Z, J QV +kJ LSTNMJO LYZbZJNM TNd TP+JSZcMM
KNK_sPM[ M T+JMkPM[, YJSV T[+JQMJNOP LNbPV9
_ %%
\ _g PZ_ZJO
R+YNOYK WMXNMJYZ 1)1G SMPJMSQZPZ PZ LSc++, JZY M+LNObQZPM 1)1G
PZMXN LSMN9 }LNPMJNOPKr MP]SZcMr M ZPZNMb YPYSJPV^ LSMSQ
kP PZ[JM Q RSMNkPMM W9
\Kq+JQKJ Pk+JQ SZbNM_PV^ JTQ M XbPZ_PM[ TNd LSTNPMd M
TYKPJMSQZPMd LSc++Q9 |JM JTV _Z+J +QdbZPV + LSTNPPV +ST+JQ
LSYJMSQZPMdDTNMSQZPMd9
~+NM LT^TMJO Y tJK QLS+K + PZMXN XqM^ LbMcM[, J JMLM_PV YLPPJV
LSTNPMd LSc++Z kP LST+JZQMJO Q QMT, JSZkPP PZ aM+KPY =979
P 3.2 - v n u
iZkTV[ Mb LSc++Q kP LST+JZQMJO Q QMT L+NTQZJNOP+JM bZTZ_9 m YZkT[
bZTZ_M XKTKJ +QM I^TPV M IV^TPV LZSZJSV @LYZbZPPV PZ TMZgSZ YZY
vXYJV SZNOPg MSZ ; [\] MNM [,H^ \L-^E ]_`,0G2Pa orJ NM tJM XYJV R{O
YPYSJPKr ]MbM_+YKr ]SK, PZLSMS, NM+J XKZgM, MNM LST+JZQNdrJ +X[ NMsO
MP]SZcMr Q tNYJSPP QMT, bPZ_PMd P MJ9
iZkTZd bZTZ_Z QVLNPdJ+d LSTNPP[ SNOr9 ILNqPM SNM kJ XVJO
_NQY MNM YLPPJ LSgSZPg X+L_PMd9 I +NK_Zd^, YgTZ SNO QVLNPdJ+d
_NQY, KYZbVQZJ+d PZXS LNP_M[, YJSVM tJJ _NQY TNkP XNZTZJO TNd
M+LNPPMd SNM9
o+LNPPM SNM SgKNMSKJ+d PZXS LSZQMN9 RSZQMNZ gKJ XVJO YZY _PO LS+JVM
@wI+ LNd ]SV TNkPV XVJO bZLNPPVwA, JZY M Q+OZ +NkPVM @wRST+JZQNPM
YSTMJZ SZbSsP NMsO Q +NK_Z KTQNJQSPMd SdTZ YSMJSMQ Q +JQJ+JQMM +
LSTNPPV ZNgSMJwA9
uZ+J LSc++ kJ ^QZJVQZJO P+YNOY SgZPMbZcMPPV^ LTSZbTNPM[9 RtJK
_PO QZkP LSTNMJO ))$ TNd YZkTg LSc++Z9 INZTNc LSc++Z ; tJ q
TPZ #)a
INZTNc LSc++Z JQ_ZJ bZ LSTNPM LSc++Z, YJS PX^TM
SZ++ZJSMQZJO YZY m_JPV[ tNPJ @m|A, PZ YJSV[ SZ+LS+JSZPdrJ+d Q+
%+ _
Rv}}~aiU m\ymz
JSXQZPMd iPJSNd MbPPM[9 INZTNc LSc++Z XdbZP MP]SMSQZJO NrXV^
LSM+^TdqM^ obPPMd^ Q+^, YJ bZT[+JQQZP Q M+LNPPMM LSc++Z9
+.+ OPHNIPhILLMDEK PFVMNMQDENU
RSMQSkPP+JO SKYQT+JQZ LSdQNdJ+d Q JMQZcMM LS+PZNZ M TP+JSZcMM
kNZg LQTPMd PZ +X+JQPP LSMS9 ~+NM QV @MNM QZsM PTkSVA P XKTJ
JYSVJ M TP+JSZJMQP LTTSkMQZJO M+LNObQZPM LSTQg LVJZ MNM +NM QV
P Q LNP[ S LSdQMJ LSMQSkPP+JO Y obPPMd M PQQQTPMd, J J
LS+PZNZ PNObd XKTJ kMTZJO +Z+QSsP+JQQZPMd, KNK_sPMd LSc++Q
mLSZQNPMd K+NKgZM MNM LST+JZQNdV^ nZYZb_MYZ K+NKg9 Wb LTNMPP[
LSMQSkPP+JM SKYQT+JQZ QPTSPM mLSZQNPMd K+NKgZM Q SgZPMbZcMM TQ+JM T
YPcZ ZX+NrJP PQbkP9
:.:./ R@7,>98 73.+,3S,--5@9. 3K>5+54@9+*
I +QSPPV^ SgZPMbZcMd^ PX^TM +gNZ+QZPM QbkP+J[ op M JSXQZPM[
XMbP+Z, Q +QdbM + _ J PTkSQ JSXKJ+d LT^T Y KLSZQNPMr, SMPJMSQZPPV[
PZ JJZNOP YZ_+JQ9 vLM+ZPM SZbNM_PV^ Z+LYJQ LSMQSkPP+JM SKYQT+JQZ
kP PZ[JM Q sMSY M+LNObKV^ xTNd^ JJZNOPg YZ_+JQZ, JZYM^ YZY TNM J
~QSL[+Yg ]PTZ KLSZQNPMd YZ_+JQ BF>3 @Q ~QSLA MNM RSgSZV
PZcMPZNOP[ PZgSZTV bZ YZ_+JQ MPM xZNYNZ WNTSMTkZ 3#%>! @Q \QSP[
USMYA9
:.:.1 23.+,3S,--5@9F 3K>5+54@9+* -* T9*7, 7)*-.35+*-.E
Hv vk v?
I LSsN tJJ QLS+ bZTZQZN+d PTPYSZJP9 ~+NM MbK_MJO LSM_MPV PKTZ_ PZ +Z
QV+Y KSQP, kP bZJMJO LSTNPPKr +M+JK9 RS+J LSYJMSQZPM M
QPTSPM PQg MNM XPQNPPg LSc++Z P gZSZPJMSKJ K+L^Z9 eNM LSc++Z
gKJ +JZJO+d PSZNMbQZPPVM Q SbKNOJZJ T[+JQMd PgM^ ]ZYJSQ9 I
XNOsMP+JQ +NK_ZQ LSM_MP[ PKTZ_M dQNdJ+d PT+JZJY QPMZPMd Y jX+L_PMr
LSc++Zl9 \ +JSPV SKYQT+JQZ PT+JZJ_P JNOY QVTNMJO ]MPZP+MSQZPM PZ
QPTSPM LSc++Z, L+N _g SZ++NZXMJO+d M PZTdJO+d PZ J, _J Q+ bZSZXJZJ YZY
PZT9 vJ SKYQT+JQZ JSXKJ+d LSMQSkPP+JO PZ Q+^ tJZLZ^ cMYNZ ,'
"'-'".#/, Z JZYk QPMZPM Y Q+ Z+LYJZ
MP]SZ+JSKYJKSV mLSZQNPMd K+NKgZM9 I _M+N LS_M^ SZ+LS+JSZPPPV^ LSM_MP
PKTZ_ kP JJMJO +NTKrqM:
PT+JZJ_PZd LSMQSkPP+JO MNM PT+JZJ_P LPMZPM + +JSPV
LS+PZNZ0
PT+JZJY XK_PMd0
J+KJ+JQM K LS+PZNZ, JQJ+JQPPg bZ QPTSPM, T+JZJ_PV^
LNP_M[ TNd LSMPdJMd JSXKV^ SsPM[0
J+KJ+JQM jNMTSZl mLSZQNPMd K+NKgZM @NMcZ, dQNdrqg+d TQMkKq[
+MN[ LSc++Z QPTSPMdA0
_ %8

Вам также может понравиться