4. :

:

; ; . (, )

, : -, , , () , - ,

- / /- - () - , - - , , (, ) , - , , , - / /- - () - - , -- - -, , - - - (CIO) -- - - , - , - - (CIO) -- , - , - , , "" - -, - . . . , , . . , - , , -- - " " , , , -- , , - -

( , , ), , , , , (cost center). . , : ( : , , .), , , , , , . - , .. , , , Help Desk, . . -. : ? 5-10%, , .

. - -, -. - . -. - : 99% 95% , .

- . : , , , - . , .

: ; , (DCF Discounted Cash Flow); (IRR Internal Rate of Return); (ROI Return on investment); (EVA Economic value Added) . . , (TVO Total Value of Opportunity), : ,

; - (Chargeback); .

. , , . . . , . . , , . - -, ; . , ; -; , , ; .

- - -, - -: , -;: , - , ;: , - ; : , - .

: , ; : , , ; : , (Help desk .) . - . - -. , 5 $10 ( -);, . -, , , - .

-

- - - ( ) - ,

-Portfolio Management - . , . : - - , . . , . , . . -: (), (), (). , . ( ) , -.

- ; (incremental budgeting); (zero-based).

(non-discretionary) , (discretionary): .

:, , . - , , 55-70%, , , - , , ( )

30-40% - , , , , , , . $10000. $12000,

5-10% - , , , .. , , , ROI ( ), , ,

- - - -

- - , , , : ; ( ) ; () ;.

() , , : ( )

, : , , , , (cross-selling), ,

-

- ( -), (, );, , , , . ;, , , . 100%, , ; . , ; , .

- , ; . , . () , . () . - () 25%; ( ) 20%; 11%; 8%. -, / () 50% 23 - ( ) - ( )2545% -:

-. -. , -. . (upgrade) . , , - -. . , . , . . , , .

- - -

- -: , - (-, , ), ITSM (IT Service Management -): : ; : , -; , , .

- ITSM , ( - ) , . , : , , -, (Service Desk). -, . Information Technology Infrastructure Library (ITIL).

-

ITSM - ITIL IT Infrastructure Library, ITIL : (Incident management); (Problem management); (Configuration management); (Change management); (Release management); (Capacity management); (Availability management); (Service-level management).

ITIL -: (-) (Service Level Agreement SLA)

Microsoft MSF (Microsoft Solutions Framework, ), MOF (Microsoft Operations Framework), Microsoft, - Microsoft Operations Framework - , - , ITIL MOF

. MSF MOF. , MOF. .

MSF () , . ( ): (Envisioning); (Planning); (Developing); (Stabilizing); (Deploying).

MSF

MOF, - (review): , ; , , ..; ; , , , ..

Microsoft Solutions for Management (MSM)MSM MSM - . MSM , .. , - .

Microsoft Solutions for Management (MSM) . -, , . .

MSM , - . . . CMM CMMI CMM CMMI1 ( ) . . , 2 , . 3 , . 4 , 5-- . COBIT: COBIT 34 4 (): (Planning and Organisation PO). (Acquisition and Implementation AI). () (Delivery and Support DS). (Monitoring M).

-P01 P02 -0. - . - - . , . - 1. / C , . , . - -, -. , . , , . . , . , - , -P01 P02 -2. , - , . - - . , -. . , -. , . , . 3. , - , . , . , . - , , - , . , , . - , . , , -P01 P02 -4. , . , . , . - - -. . - - . . , . , . " ". . . , -P01 P02 -5. - . . -, . , , . - . - - , . - , . , , . -ISA-95 XML- ANSI/ISA 95.00.01-2000IEC/ISO 62264-1:2003, V0300 ANSI/ISA 95.00.02-2001IEC/ISO 62264-2:2004, V0300 ANSI/ISA 95.00.03-2005JWG 15 - - 95.00.04 95.00.05, V0300 ISA-95

SCOR (Plan) (Source) (Make) (Deliver) (Return) . -, , . -, . -, , . . , . - , , , , , , . - , , , -, : , . - , , - , , , . ISO-20000

ISO-20000 13 , : , , ; - , ; - , ; , .

ISO -38500

-

- - - - - , , , , -, - , , - , , , , , - - ,