enterprise it governance with itgi's cobit v4(r) framework - free

7/23/2019 Enterprise IT Governance With ITGI's CobIT V4(r) Framework - Free

1/195


2/195

0 Dikgmhd Eilfd D|l >2;

Dgmfo}fl aip golgqglvhd v}f {g|biv| aff/ H mieefpmghd dgmfo}f "Dgmfo}fNdikgmhdeilfd/of|' pfeiqf} |bg} oi|f: ^dfh}f pf~ip| vodgmfo}fl mieefpmghd v}f ! }bhpf go aff} dfqgfl

Dikgmhd Eilfd D|l

Apff Qfp}gio

\bg} g} h mie~df|f |phgogok mivp}f go ivp ~pijfm| }cgdd} }fpgf}(

Hol aip APFF ga

v}fl aip ~fp}iohd$ golgqglvhd lfqfdi~efo|((

Oi mh|mbf} fqfpw|bgok offlfl g} {g|bgo |bg} agdf

Ga wiv {ho| |i v}f |bg} go|fddfm|vhd ~pi~fp|w h} h mieefpmghd iaafpgok |bh|} agof |iih} diok h} wiv mv| ef go

G lio| {ho| evmb ((

^pf%hpphokfl mieefpmghd v}f pfeiqf} |bg} oi|gmf$ kgqf} wiv hogeh|fl }dglf} |bh| `vgdl~pimflvpf} }|f~%`w%}|f~$ hd}i }|f~%`w%}|f~ frfpmg}f agdf}$ go}|pvm|ip oi|f}$ }vkkf}|fl

|gef%dgof aip lfdgqfpw hol }v~~ip|

Aip oio ~pf%hpphokfl mieefpmghd v}f GF {bfpf wiv mbhpkf h aff' G bfpf`w iaafp wiv h mio|phm| |i v}f |bg} eh|fpghd}$ {g|biv| ~pgipoi|gmf go h mieefpmghd mio|fr| h| 8$>>> ~fp lhw ip ~fp mi~w {bgmb fqfp g} |bf kpfh|fp |bh|} ho iaafp

hol oi|gmf ia

mio}glfph|gio$ v}f {gdd mio}|g|v|f hmmf~|homf

hol aipe} mio|phm|'

h} }iio h} G `fmief h{hpf ia v}f G {gdd }|hp| ~pimfflgok} |i

middfm| aff} lvf

Ga go liv`|

H}c

Ga wiv hpf go h mieefpmghd mio|fr| wiv ~hgl }ief|bgok' hol hpf pfhlgok |bg} |bfo Glglo| kf| h mv|/ Df| ef coi{ hol Gdd }~dg| {bh| G pfmiqfp {g|b wiv


3/195

Dikgmhd Eilfd D|l >2;


\bi}f {bi |bgoc flvmh|gio fr~fo}gqf bhqf oi| wf| hmmivo|fl {bh| |bfw ~hw lhgdw aip gkoiphomf Dikgmhd Eilfd D|

=

Fo|fp~pg}f G\ KiqfpohomfG\KG}

Mi`g\

Aphef{ipc

@w ]geio Bhppg}$ ^E^


4/195




2;


Dikgmhd Eilfd D|l

Mbff}f

Eiqfefo| go h of{ lgpfm|gio bfd~} ef agol Of{ Mbff}f

\bf }iiofp G df| ki ia }|hdf idl Mbff}f |bf }iiofp G agol Of{ Mbff}f

G| g} }hafp |i }fhpmb aip Of{ Mbff}f |bho pfehgo go h Mbff}f%df}} }|h|f

Idl `fdgfa} li oi| dfhl |i Of{ Mbff}f @fdgfa} iodw mbhokf {bfo {f `fdgfqf |bh| |bfpf g} Of{ Mbff}f |i `f lg}miqfpfl hol fojiwfl

\bf of{ glfh} go |bg} ip how mivp}f offl mio}mgiv} faaip| |i `f volfp}|iil [ip}f($ g| |hcf} evmb eipf faaip| |i ~v| |bfe go|i v}f

Frhegof wivp Idl Mbff}f aip eivdl ""~pi`dfe} {g|b mvppfo| {ipcgok'

Gehkgof wivp }fda fojiwgok wivp Of{ Mbff}f "`fofag|} ia of{ ~phm|gmf}'

Mio}glfp |bf }|f~} |i eiqf apie iof mieaip| ziof |i h of{ iof [bi offl} |i `f goqidqfl$ [bh| hm|gio}$ [bfo ! [bh| g} go g| aip |bfe

]bhpf wivp go}gkb|} ! AVL "afhp vomfp|hgo|w hol liv`|' go mdh}} Lg}mv}}gok ge~dfefo|h|gio mbhddfokf} bfd~} wiv ~pf~hpf aip hm|gio

Kgqf} mieaip| coi{gok i|bfp} bhqf `ffo ! hpf }vmmfflgok "hol bfd~} of|{ipcgok'

^pieg}f wivp}fda 8 hm|gio oi{$ {g|b h lh|f/ Io wivp pf|vpo |i |bf iaagmf ~dho wivp go|folflhmbgfqfefo|} {g|b h egdf}|iof fhmb Apglhw |gdd liof


9/195



Dikgmhd Eilfd D|l

Apff Eh|fpghd}: Ew H}}ve~|gio

H |w~gmhd pfhlfp ia |bf}f eh|fpghd} }bivdl bhqf ip `f hìv| |i khgo

Pfhd%{ipdl fr~fpgfomf ia ~pijfm|} Oi| ofmf}}hpgdw h} ~pijfm| ehohkfp'

Aip hlqhomfl mdh}}f} g| g} v}favd ga pfhlfp} hpf xvhdgagfl h| Ê^$ GÊH%L ip %M ip

^PGOMF0 Pfkg}|fpfl ~phm|g|giofp ip fxvgqhdfo| dfqfd @h}gm dfqfd mivp}f} h}}vef oi `hmc%kpivol

Hlqhomfl mivp}f} h}}vef |bh| wiv coi{ {bw hol bi{ |i v}f |fmbogxvf} }vmb h}

{ipc%}bi~} hol |iid} }vmb h} {bg|f%ìhpl} hol ^pilvm| @pfhcli{o ]|pvm|vpf ^@]'

hol [@] iv|}glf h mdh}}piie$ |bh| wiv coi{ {bh| |bf mpg|gmhd ~h|b g}$ bi{ |i v}f adih|

h} h |w~f ia pf}ivpmf

! h~~pfmgh|f |bf offl aip dfqfddgok

Ga wiv hpf vo}vpf ia bi{ hol {bw' v}f |bf |iid} oi|fl hìqf |bfo h apff mivp}f

miqfpgok |bi}f }cgdd} hpf hqhgdh`df h| {{{/dikgmhdeilfd/of|/ Wiv offl g| `faipf

hlqhomfl iof}

Ga wiv {ivdl dgcf h xvgmc iqfpqgf{ ia jv}| |bf {bw |i v}f |bf}f |iid} go pfhdg|w |bfo ew{bg|f ~h~fp} io |bf v}f ia ^@]) [@]$ Ligok pg}c$ î}|%G| ~dhoogok hol eipf mho

`f aivol `w }fhpmb }geio bhppg}

io |bf {f`%}g|f} ia |bfHefpgmho ]imgf|w aip \bf

Hlqhomfefo| ia ^pijfm| Ehohkfefo|

holÊ \ilhw

^PGOMF0 g} h |phlfehpc ia |bf IKM go |bf VC hol i|bfp mivo|pgf} hol |bfw lfehol |bfgp pfmikog|gio {g|b |bg} oi|f io fqfpw|bgok `vpfhvmphmw(

8

9
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10/195

8> Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l

8[bi Hpf [f Hdd9

Ohef$ Pidf hol Ipkhog}h|gio: \fddgok i|bfp} h`iv| wivp}fda

]ief|bgok h`iv| wivp mvppfo| mbff}f

8

]| d


11/195



Dikgmhd Eilfd D|l

8]|wdf

0 \w~f} ia }f}}gio ei}|dw hd|fpoh|f'

Go~v|: fr~dhoh|gio ia |iid} hol |fmbogxvf}

ef

wiv$ ^dfh}f go|fppv~| hol xvf}|gio h} }iio hol {bfofqfp wiv offl |i

V}f: fr~diph|gio ia efhogok

@f}| ga g| g} 7>& wiv$ lf`h|f hol hpkvf h~~dgmh|gio$ go|fp~pf|h|gio$ qhpgh|gio

= \w~f} ia ]dglf

\bf mipf ef}}hkf: ^dhmf} {bfpf {f l{fdd

Aimv} ia {bh| {f offl |i miqfp |i mie~df|f |bf mivp}f

]gko%~i}|$ i`jfm|gqf} hol }veehpgf}: Ohqgkh|giohd fdfefo|} |i kgqf mio|fr|

Pfafpfomf$ lf|hgd hol fr~ho}gio: ^dhmf} {f ehw adh}b%~h}| v~ |i wiv |i }hw ga wiv

{g}b |i l{fdd diokfp'

]v~~ip| {bh| {f hpf miqfpgok

8


12/195



Dikgmhd Eilfd D|l

8

Fqfo|} pvo }vmmf}}avddw {bfo |bfw v}f mio|pid} faafm|gqfdw

Ivp mio|pid} gomdvlf wivp affl`hmc

G |pw bhpl oi| |i iaafol$ `heìizdf ip ìpf wiv$ `v|

G hd}i |pw bhpl |i kgqf }|pgcgok frhe~df}$ jid| wivp mvppfo| |bgocgok hol bidl%v~ h egppip

[bfo wiv bhqf affl`hmc hlqg}f ef go bi{fqfp g} mieaip|h`df aip wiv }i G mho hm|

FK: Mieefo|$ go ~fp}io go mdh}}) h| h `pfhc) h| |bf fol ia lhw ip

Hll h oi|f |i iof ia |bf Kpivol%Pvdf} adg~%mbhp|} ip

@dv%|hm h oi|f ip }|gmc h î}|%g| |i |bf `hmc ia |bf |phgogok piie liip

[bgdf mieefo|} io |bf folia fqfo| aipe hpf hd{hw} {fdmiefl hol hm|fl v~io |bfw hpf |ii dh|f|iehcf |bf fqfo| `f||fpaip wiv

Ga G lio| coi{ g|} vodgcfdw G {gdd agr g|$ Ga G li coi{ G mho h| dfh}| |pw

Fk Mivp}f ~hmf$ |i~gm lf~|b$ |gef kgqfo fhmb |i~gm$ bfh|gok) dgkb|gok$ Frfpmg}f} ! lf`pgfa$ Hofmli|f} ! jicf}$Mh|fpgok ip ~hpcgok$ Mivp}f oi|f} hol ~fo}$ f|m f|m

f|m

{g|biv| dgeg|

Oi|f}:

8

D g D


13/195

8= Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l

8Dfhpogok Dik

Pvoogok pfmipl ia g|fe} G {g}b |i pfegol ew}fda ia

Ge~dfefo|h|gio Lfmg}gio} Hm|gio} |i |hcf |i v}f of{ coi{dflkf'

[bi |i goqidqf$ [bfo |i hm|$ Iv|mief Pfxvgpfl ! M]A} |i mioagpe g|


14/195




8>>

8

MI]I Lfagog|gio ia Go|fpohd Mio|pi


16/195



Dikgmhd Eilfd D|l

MI]I Lfagog|gio ia Go|fpohd Mio|pi

Go|fpohd mio|pid g} h ~pimf}}$ faafm|fl `w ho fo|g|w} `ihpl ia lgpfm|ip}$ehohkfefo| hol i|bfp ~fp}ioofd$ lf}gkofl |i ~piqglf pfh}ioh`dfh}}vphomf pfkhplgok |bf hmbgfqfefo| ia i`jfm|gqf} go |bf aiddi{gok

mh|fkipgf}:

Faafm|gqfof}} hol faagmgfomw ia i~fph|gio}

Pfdgh`gdg|w ia agohomghd pf~ip|gok

Mie~dghomf {g|b h~~dgmh`df dh{} hol pfkvdh|gio}

Cfw Miomf~|}

Go|fpohd mio|pid g} h ~pimf}}/ G| g} h efho}

|i ho fol$ oi| ho fol

go g|}fda/

Go|fpohd mio|pid g} faafm|fl `w ~fi~df/

G|} oi| efpfdw ~idgmw ehovhd} hol aipe}$

`v| ~fi~df h| fqfpw dfqfd ia ho ipkhogzh|gio/

Go|fpohd mio|pid mho `f fr~fm|fl |i ~piqglf iodw pfh}ioh`df h}}vphomf$ oi|h`}idv|f h}}vphomf$ |i ho fo|g|w} ehohkfefo| hol `ihpl/

Go|fpohd mio|pid g} kfhpfl |i |bf hmbgfqfefo| ia i`jfm|gqf} go iof ip eipf}f~hph|f `v| iqfpdh~~gok mh|fkipgf}/

\bf Mieeg||ff ia ]~io}ipgok Ipkhogzh|gio} ia |bf \pfhl{hw Mieeg}}gio

8

MI]I Faafm|gqf Go|fpohd Mio|pid} 8)0


17/195

8; Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l


MI]I Pf~ip|} agqf go|fppfdh|fl mie~iofo|} aip faafm|gqf go|fpohd mio|pid} hpf:

8/

Mio|pid foqgpioefo|/

\bf |iof }f| `w ehohkfefo|} }|wdf ! ~bgdi}i~bw/ Aip frhe~df go h}}gkogok

hv|bipg|w hol pf}~io}g`gdg|w3 hol |bf dfqfd iaiqfp}gkb| ~piqglfl `w |bf `ihplia lgpfm|ip}/ Ahm|ip} gomdvlf go|fkpg|w hol mie~f|fomf$ f|bgmhd qhdvf} hol hpf hpfafpfomf ~igo| aip go|fp~pf|h|gio ia mio|pid}

0/

Pg}c

h}}f}}efo|/

Pg}c apie hdd }ivpmf} g} glfo|gagfl$ hol hohdw}fl aip ~pi`h`gdg|w ! ge~hm| io |bf

hmbgfqfefo| ia h i`jfm|gqf} h} h `h}g} aip }fdfm|gok ehohkfefo| pf}~io}f}/

^pimflvpf} }bivdl hllpf}} |bf lwohegm} ia |bf mie~hogf} }g|vh|gio/

=/

Mio|pid hm|gqg|gf}/

\bf ~idgmgf} hol ~pimflvpf} |bh| fo}vpf ehohkfefo|} pf}~io}f} |i pg}c} |ii`jfm|gqf} |bh| hpf ~pf}fo| h| hdd dfqfd} ia |bf i~fph|gio hpf ge~dfefo|fl/

Mio|pid} miqfp hv|bipg}gok$ qfpgawgok$ hol }fkpfkh|gok lv|gf}$ pfmiomgdgok !

pfqgf{} }fmvpg|w hol ~fpaipehomf/

8



18/195



Dikgmhd Eilfd D|l


lfkpff adi{} ia go|fpohddw

kfofph|fl lh|h$ ! fr|fpohd fqfo|} ip miolg|gio} aip }ivol lfmg}gio%ehcgok !pf~ip|gok/ Hdd ~hp|gmg~ho|} volfp}|hol |bfgp pidf go |bf go|fpohd mio|pid }w}|fe$ hol

g|} pfdh|gio}bg~ |i |bf {ipc ia i|bfp}/

6/

Eiog|ipgok

Mio|pid }w}|fe} hpf eiog|ipfl |i h}}f}} |bf }w}|fe} ~fpaipehomf qghiokigok ehohkfefo| hol }v~fpqg}ipw hm|gqg|gf} ! }f~hph|f fqhdvh|gio} {bi}f}mi~f hol apfxvfomw lf~fol io fr|fpohd pfkvdh|gio}$ go|fpohd }|holhpl} ! |bfgp

faafm|gqfof}} hol h}}f}}efo| ia pg}c}/ Lfagmgfomgf} go go|fpohd mio|pid hpf

pf~ip|fl/

8

Kiqfpohomf Aphef{ipc


19/195



Dikgmhd Eilfd D|l

Kiqfpohomf Aphef{ipc

Pidf ! pf}~io}g`gdg|w ia @ihpl !]fogip ehohkfefo|

Kiqfpohomf ! ^fpaipehomf Mvd|vpf

Go|fpohd ! Agohomghd

mio|pid}$ Lfdfkh|flhv|bipg|gf}

I`jfm|gqf}$ ^pimf}} !

Pf~ip|gokMipf |i Mi`g\^I$ HG$ L]$ EF

Lv|gf} pgkb|} hol i`dgkh|gio} iafe~diwff} hol }~fmgagm pidf}

0

\vpo`vdd ! |bf Mie`gofl Milf


20/195



Dikgmhd Eilfd D|l


0



21/195



Dikgmhd Eilfd D|l


{{{/apm/ipk/vc)mip~iph|f)mie`goflmilf/mae

0

Kiqfpohomf Lpgqfo `w @v}gof}}


22/195



Dikgmhd Eilfd D|l

Ki f h mf f `w v} f}}Pf}|} io G\

Mip~iph|f Kiqfpohomf

@v}gof}} I~fph|gio}

G\ Kiqfpohomf

Mip~iph|f ]|ph|fkw

Lpgqf}

Gom

dvlf}

Lf~fol} io

Mio|pid}G\ ]w}|fe}

Lf~

fol}io

lh|hapie

Pfkvdh|ip}

]bhpfbidlfp}

Mv}|iefp}

^v`dgm

0

\pho}dh|gio ia ^idgmw |i ^pimflvpf


23/195

0= Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l

\pho}dh|gio ia îdgmw |i ^pimflvpf

îdgmw

I`jfm|gqf}

@f}| ^phm|gmf}

Dimhd$ ]|holhpl I~fph|gok ^pimflvpf}

Eholh|ipw

Mie~dghomf

H~~piqfl$

Lg}mpf|giohpw H~~dgmh|gio

]g|vh|giohd

\hgdipgok

^pimf}} Ge~piqfefo|Fr~fpgfomf

^fpaipehomfLh|h

Lgp

fm|gio

Mi`g\

]mi~f

G\GD$;;77$Ê@IC$f|/hd/

0

Kpi{|b go Kiqfpohomf


24/195

0< Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l

Kpi{|b go Kiqfpohomf

Lfehol aip qg}g`df kiqfpohomf g} kpi{gok

Mie~dfrg|w ia kiqfpofl hm|gqg|gf} hd}i gompfh}gok

Hllpf}} g}}vf} ia {piok%ligok ip eg}|hcf

]hp`hof}%Irdfw Hm| 0>>0 %

]fm|gio < ! =>0

]bhpfbidlfp mh~g|hd g} lfmpfh}gokdw ~bw}gmhd h}}f|}

Go|hokg`df: goaipeh|gio$ fr~fp|g}f$ pf~v|h|gio$ ~h|fo|}$ f|m

Coi{dflkf$ fr~fp|g}f hol G\ hpf aphkgdf h}}f|}

]bhpfbidlfp} kpi{gok go coi{dflkf hol {gddgokof}} |i v}f ~i{fp}

^pi|fm|gio ia }bhpfbidlfp mh~g|hd pfxvgpf} |pho}~hpfo| agohomghd

pfmipl}

Pfxvgpf} |gefdw ! hmmvph|f i~fph|gio ia mie~f|fo| G\ }w}|fe}

0

Mi`g\ Mio|fr|


25/195



Dikgmhd Eilfd D|l

Mi`g\ Mio|fr|

PF^IP\

G\ g} hdgkofl {g|b |bf

`v}gof}}$ foh`df} |bf

`v}gof}} hol ehrgeg}f}

`fofag|}

G\ pf}ivpmf} hpf v}flpf}~io}g`dw

G\ pfdh|fl pg}c} hpf

ehohkfl h~~pi~pgh|fdw

^dho

LiMbfmc

Mippfm|

Ipkhog}h|gio ! ^dhoogok Hm|gqg|gf}

Hmxvg}g|gio ! Ge~dfefo|h|gio Hm|gqg|gf}Lfdgqfpw ! ]v~~ip| Hm|gqg|gf}

Eiog|ipgok ! Fqhdvh|gokHm|gqg|gf}

G\ Hm|gqg|gf}

LGPFM\

Mio|pidIqfp

Ehohkf Pg}c Pfhdg}f @fofag|}

]f| I`jfm|gqf}

F}|h`dg}b

Efh}vpf

Mie~hpf ! Pf}~iol

0

Mi`g\ Mio|fr|


26/195



Dikgmhd Eilfd D|l

Mi`g\ Mio|fr|

G\ g} hdgkofl {g|b |bf `v}gof}}$ foh`df} |bf`v}gof}} hol ehrgeg}f} `fofag|} G\ pf}ivpmf} hpf v}fl pf}~io}g`dw G\ pfdh|fl pg}c} hpf ehohkfl h~~pi~pgh|fdw

]f| I`jfm|gqf}

F}|h`dg}b

Mie~hpf ! Pf}~iol

\bf ]|hp|gok ^igo|

0

\bf @v}gof}} Mief} Agp}|


27/195



Dikgmhd Eilfd D|l

f v} f}} Mi f} }

Pfmg~gfo|} ia |bf `fofag|}

@v}gof}} ehohkfefo| g} pf}~io}g`df aip

]f||gok ~pgipg|gf}

F}|h`dg}bgok |bf dfqfd ia pg}c |bh| g} hmmf~|h`df) vohmmf~|h`df

^piqglgok pf}ivpmf}

Pfqgf{gok pf}vd|}

Hm|gok |i ahmgdg|h|f }vmmf}}

@v}gof}} }f|} |bf lgpfm|gio

Mi`g\

}v~~ip|} G\ |i foh`df hmbgfqfefo| ia `v}gof}} kihd}

0

6 Lpgqfp} ia Mi`g\} Mio|fo|


28/195



Dikgmhd Eilfd D|l

6 lpgqfp}

]|ph|fkgm hdgkoefo| ia G\ {g|b |bf

`v}gof}}

Qhdvf lfdgqfpw ia ) apie G\

Ehohkfefo| ia G\ pg}c}

G\ pf}ivpmf ehohkfefo|

^fpaipehomf efh}vpfefo| ia G\

Efh}vpfefo| g} h ehjip Mi`g\

aimv}

hpfh

Fhmb ia |bf =< ~pimf}}f} bh} ho

ge~hm| io |bf 6 lpgqfp}

Mfo|phd |i ef}}hkf go G\KG @ihpl @pgfagok io G\

Kiqfpohomf

0

6/8 ]|ph|fkgm Hdgkoefo|


29/195



Dikgmhd Eilfd D|l

k k

\bf cfw xvf}|gio g} {bf|bfp ho fo|fp~pg}f} goqf}|efo| go G\ g}

go bhpeiow {g|b g|} }|ph|fkgm i`jfm|gqf} go|fo|$ mvppfo|

}|ph|fkw hol fo|fp~pg}f kihd}' hol |bv} `vgdlgok |bf

mh~h`gdg|gf} ofmf}}hpw |i lfdgqfp `v}gof}} qhdvf/ \bg} }|h|f

ia bhpeiow g} pfafppfl |i h} hdgkoefo|/

G| g} mie~dfr$

evd|gahmf|fl hol ofqfp mie~df|fdw hmbgfqfl/ G| g} h`iv|mio|govgok |i eiqf go |bf pgkb| lgpfm|gio hol `fgok `f||fp

hdgkofl |bho mie~f|g|ip}/ \bg} ehw oi| `f h||hgoh`df aip

ehow fo|fp~pg}f} `fmhv}f fo|fp~pg}f kihd} mbhokf |iixvgmcdw$ `v| g| g} ofqfp|bfdf}} h {ip|b{bgdf he`g|gio`fmhv}f |bfpf g} pfhd miomfpo h`iv| |bf qhdvf ia G\goqf}|efo|/

G\ hdgkoefo| g} h jivpofw$ oi| h lf}|goh|gio

* @ihpl @pgfagok io G\ Kiqfpohomf 0ol

Fl/$ G\KG 0>>= ]fm|gio 6/8 ~/00

Fo|fp~pg}f ]|ph|fkw

]ivpmgok)]|haagok

\fmbogmhd Goaph}|pvm|vpf

H~~dgmh|gio Hpmbg|fm|vpf

@v}gof}} Avom|gio}

Avolgok

=

Qhdvf ! Pg}c


30/195

=> Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l

]fogip ehohkfefo| afhp }|hp|gok G\ ~pijfm|} lvf |i dhmc ia efh}vpf hol

vomfp|hgo|w ia pf|vpo*

]fogip ehohkfefo| afhp }|hp|gok G\ ~pijfm|} lvf |i dhmc ia efh}vpf hol

vomfp|hgo|w ia pf|vpo*

6/0 Qhdvf lfdgqfpw g} i~|geg}gok fr~fo}f} hol ~piqgok |bf qhdvf ia G\

F}|h`dg}bgok h~~pi~pgh|f fr~fm|h|gio} iaag| aip ~vp~i}fxvhdg|w f|m' holef|bil} ia {ipcgokmi}| f|m'

6/= Pg}c Ehohkfefo|

@ihpl i{o} pg}c$ hol ev}| lfdfkh|f g|} ehohkfefo| |i }vg|h`dw }cgddfl }|haa @ihpl ev}| bhqf mdfhp qgf{ ia ehjip pg}c} ! fr~pf}} g|} pg}c |idfphomf

@hoc ia Go|fpoh|giohd ]f||dfefo| pf~ip|} |bh| hdd ehjip ~h}| pg}c g}}vf}}|vlgfl go |bf agohomghd golv}|pw {fpf mhv}fl `w `pfhcli{o} go go|fpohd

mio|pid$ iqfp}gkb| hol G\/

* @ihpl @pgfagok io G\ Kiqfpohomf 0

ol

Fl/$ G\KG 0>>= ]fm|gio 6/0 ~/06

G|} |bf G\ hddgkh|ip} wiv lio| }ff |bh| {gdd kf| wiv*G|} |bf G\ hddgkh|ip} wiv lio| }ff |bh| {gdd kf| wiv*

=

6/< Pf}ivpmf Ehohkfefo|


31/195

=8 Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l

k

@ihpl} ev}| fo}vpf ipkhog}h|gio} bhqf hmmf}} |i }cgdd} pfxvgpfl |i mhppw

iv| |bfgp mipf mie~f|fomgf}

Pf}ivpmgok ev}| `hdhomf

Go%biv}f hol iv|%}ivpmfl }fpqgmf}

]fpqgmf Dfqfd hol }fpqgmf mi}|}

Mio|govhddw mbhokgok |fmboidikw ! `v}gof}} ehohkfefo|

G\ }fpqgmf lfdgqfpw g} |bf }ivpmf ia |bf `gkkf}| mi}| `vplfo aip fo|fp~pg}f}

@ihpl @pgfagok io G\ Kiqfpohomf 0ol

Fl/$ G\KG 0>>= ]fm|gio 6/< ~/07

=

6/6 ^fpaipehomf Ehohkfefo|


32/195



Dikgmhd Eilfd D|l

@hdhomfl ]mipfmhpl

@vgdlgok |bf aivolh|gio aip av|vpf lfdgqfpwhol mio|goviv} dfhpogok hol kpi{|b

H||phm| hol pf|hgo ~fi~df {g|b cfw mie~f|fomgf}

Aimv} io ~piaf}}giohd dfhpogok hol lfqfdi~efo|

@vgdl h mdgeh|f ia fe~i{fpefo| hol pf}~io}g`gdg|w

Efh}vpf)pf{hpl golgqglvhd hol |fhe ~fpaipehomf

Mh~|vpf coi{dflkf |i ge~piqf ~fpaipehomf

Av|vpf Ipgfo|h|gio

Fo}vpgok faafm|gqf G\ kiqfpohomf

Hdgko G\ {g|b `v}gof}} i`jfm|gqf}

Lfdgqfp qhdvf

Ehohkf mi}|}

Ehohkf pg}c}

Hmbgfqf go|fp%mie~how }wofpkgf}

Fo|fp~pg}f Mio|pg`v|gio

Efh}vpgok v~ |i `v}gof}} fr~fm|h|gio}]fpqgmf ^piqglfp

Lfeio}|ph|f mie~f|g|gqf mi}|}

Lfdgqfp kiil }fpqgmf

]|ph|fkgm Mio|pg`v|ip

Hmbgfqf ~i}g|gqf ge~hm| io `v}gof}} ~pimf}}f}

Foh`df hmbgfqfefo| ia `v}gof}} }|ph|fkgf}

Mv}|iefp Ipgfo|h|gio

^fpaipegok |bf G\ avom|gio} {g|b gompfh}gok mpflg`gdg|w hol ge~hm|

I~fph|giohd Frmfddfomf

Eh|vpf go|fpohd G\ ~pimf}}f}

Ehohkf i~fph|giohd }fpqgmf

~fpaipehomf

Hmbgfqf fmioiegf} ia }mhdf

@vgdl }|holhpl$ pfdgh`df |fmboidikw

~dh|aipe}

Lfdgqfp }vmmf}}avd G\ ~pijfm|}

I~fph|giohd Frmfddfomf

@v}gof}} hp|ofp}bg~

Lfdgqfp }vmmf}}avd G\ ~pijfm|}

]v~~ip| |fmboidikw v}fp}

^dho hol ehohkf G\ }fpqgmf lfdgqfpw

Volfp}|hol `v}gof}} vog| }|ph|fkgf}

\fmboidikw Dfhlfp}bg~

Volfp}|hol `v}gof}} vog| }|ph|fkgf}

^pi~i}f hol qhdglh|f foh`dgok }idv|gio}

Volfp}|hol fefpkgok |fmboidikgf}

Lfqfdi~ fo|fp~pg}f hpmbg|fm|vpf

Goaipeh|gio

]ivpmf lh|h$ G\ ~piqg}gioMi`g\}

I`jfm|gqf}$

Efh}vpf}$ \hpkf|} !

Gog|gh|gqf}

=

Lfqfdi~efo| ! ]|ph|fkw @]M


34/195

=< Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l

Mio}vd|homw ! |phgogok go

@h}gm }|pvm|vpfl ~pijfm| ehohkfefo|

\iid} hol |fmbogxvf} aip hlqhomfl

~pijfm| ! ~pikpheef ehohkfefo|

Dfhlgok mie~dfr ~pijfm|}

Pfmiqfpw ia }|pvkkdgok ~pijfm|}

Mpfh|gok ! pvoogok ^EI}

^pijfm| pg}c hol xvhdg|w ehohkfefo|

V}gok Fhpofl Qhdvf Hohdw}g}

@ihpl `pgfagok} io ~pijfm| mio|pid !

kiqfpohomf

Mio|govfl

Lgefo}gio Aivp

@fofag|} Pfhdg}h|gio

Ef|bil |phgogok hol mio}vd|homw

^PGOMF0

v}f go |bf pfhd%{ipdl !

^PGOMF0 Frhe ~pf~hph|gio `v| iodw ga wivgo}g}| io frhe} h} {f `fdgfqf |bfw mpfh|f |bf {piok aimv} {bgmbfol}%v~ lf}|piwgok |bf qhdvf |i h `v}gof}}'

Ge~dfefo|gok G\ Kiqfpohomf v}gok |bf

Mi`g\

Aphef{ipc

Ge~dfefo|gok @fofag|} Pfhdg}h|gio !

Df}}io} Dfhpofl ~pimf}}f}

H ogmbf mio}vd|homw |bh| lfdgqfp} |phgogok hol mio}vd|homw hpivol mio|pid hol kiqfpohomf ia ~pijfm|`h}fl fofag|} pfhdg}h|gio

DED}

~vp~i}f g} |i ge~piqf |bf ~pijfm| ehohkfefo| }|h|f ia |bf hp| |bpivkb ~i~vdhpg}h|gio ia {bh| g} mieeio%

}fo}f {bgmb G }vkkf}| g} i`qgiv} ha|fp g| g} i`}fpqfl

oi| ofmf}}hpgdw g} {glfdw%coi{o'
http://www.logicalmodel.net/http://www.logicalmodel.net/


35/195




=6

[bh| g} G\ Kiqfpohomfh} fr~pf}}fl `w Mi`g\'9

Go |bg} }f}}gio

\bf Mi`g\

eilfd hol

g|} }|pvm|vpf

=

\bf Mi`g\ Eg}}gio


36/195



Dikgmhd Eilfd D|l

^piqglf `f}|%~phm|gmf go h aipe hmmf}}g`df |i frfmv|gqf ! G\ ehohkfefo|

[pg||fo go |fpe} ahegdghp |i ehohkfefo|

]vpqfw ia


37/195

=; Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l

G\ kiqfpohomf g} |bf pf}~io}g`gdg|w ia frfmv|gqf} hol |bf `ihpl ia lgpfm|ip}$

hol mio}g}|} ia |bf dfhlfp}bg~$ ipkhog}h|giohd }|pvm|vpf} hol ~pimf}}f} |bh|

fo}vpf |bh| |bf fo|fp~pg}f} G\ }v}|hgo} hol fr|fol} |bf ipkhog}h|gio}

}|ph|fkgf} hol i`jfm|gqf}/

Mi`g\

Qfp}gio ~/6

^I


38/195



Dikgmhd Eilfd D|l

H aphef{ipc limvefo|

8;

Xvhdg|

wAg

lvmghpw

"MI]I

'

]fmvpg|w

G\Pf}

ivpm

f}

^fi~

df

H~~

dgmh

|gio

]w}

|fe}

\fm

boi

dikw

Ahm

gdg|gf}

Lh

|h

< Liehgo}

= Ehohkf ^pijfm|}

L]8 Lfagof Hol Ehohkf ]fpqgmf Dfqfd}

L]0 Ehohkf \bgpl%^hp|w ]fpqgmf}L]= Ehohkf ^fpaipehomf Hol Mh~hmg|w

L]< Fo}vpf Mio|goviv} ]fpqgmf

L]6 Fo}vpf ]w}|fe} ]fmvpg|w

L]1 Glfo|gaw Hol Hddimh|f Mi}|}

L]; Flvmh|f Hol \phgo V}fp}

L]2 Ehohkf ]fpqgmf Lf}c Hol Gomglfo|}

L]7 Ehohkf \bf Mioagkvph|gio

L]8> Ehohkf ^pi`dfe}L]88 Ehohkf Lh|h

L]80 Ehohkf \bf ^bw}gmhd Foqgpioefo|

L]8= Ehohkf I~fph|gio}

LFDGQFPW ! ]V^^IP\

EF8 Eiog|ip Hol Fqhdvh|f G\ ^fpaipehomf

EF0 Eiog|ip Hol Fqhdvh|f Go|fpohd Mio|pid

EF= Fo}vpf Pfkvdh|ipw Mie~dghomf

EF< ^piqglf G\ Kiqfpohomf

EIOG\IPGOK

GOAIPEH\GIO

Faafm|gqfof}}

Faagmgfomw

Mioaglfo|ghdg|w

Go|fkpg|w

Hqhgdh`gdg|w

Mie~dghomf

Pfdgh`gdg|w

HG8 Glfo|gaw Hv|ieh|fl ]idv|gio}

HG0 Hmxvgpf Hol Ehgo|hgo H~~dgmh|gio ]ia|{hpf

HG= Hmxvgpf Hol Ehgo|hgo \fmboidikw Goaph}|pvm|vpf

HG< Foh`df I~fph|gio Hol V}fHG6 ^pimvpf G\ Pf}ivpmf}

HG1 Ehohkf Mbhokf}

HG; Go}|hdd Hol Hmmpflg| ]idv|gio} Hol Mbhokf}

HMXVG]G\GIO !GE^DFEFO\H\GIO

<

H||pg`v|f} ia h Mio|pid ^pimf}}


42/195

2;


Dikgmhd Eilfd D|l

^M8 ^pimf}} I{ofp

F}|h`dg}b mdfhp pf}~io}g`gdg|w

^M0 Pf~fh|h`gdg|w

V}f h lfagof ~pimf}} |i fo}vpf pf~fh|h`gdg|w

^M= Kihd} hol I`jfm|gqf}

F}|h`dg}b mdfhp kihd} hol i`jfm|gqf} aip faafm|gqf frfmv|gio

^M< Pidf} hol Pf}~io}g`gdg|gf}

Lfagof vohe`gkviv} pidf}$ hm|gqg|gf} hol pf}~io}g`gdg|gf} aip faagmgfo| frfmv|gio

^M6 ^pimf}} ^fpaipehomf

Efh}vpf |bf ~fpaipehomf hkhgo}| ~pimf}} kihd}

^M1 ^idgmw$ ^dho} hol ^pimflvpf}

Limvefo|$ pfqgf{$ ehgo|hgo$ }gko iaa hol mieevogmh|f hdd ~idgmw$

~dho ip

~pimflvpf}

2;


Dikgmhd Eilfd D|l

HM7 Lh|h ^pimf}}gok Go|fkpg|w

^pimflvpf} aip ~pimf}}gok lh|h fo}vpf |bh| }f~hph|gio ia lv|gf} g} ehgo|hgofl

hol {ipc ~fpaipefl g} piv|gofdw qfpgagfl/ \bf ~pimflvpf} fo}vpf |bh| hlfxvh|f

v~lh|f mio|pid} }vmb h} pvo%|i%pvo mio|pid |i|hd} hol eh}|fp agdf v~lh|f mio|pid}

hpf go ~dhmf/

HM8> Lh|h ^pimf}}gok Qhdglh|gio hol Flg|gok

^pimflvpf} fo}vpf |bh| lh|h ~pimf}}gok qhdglh|gio$ hv|bfo|gmh|gio hol flg|gok hpf

~fpaipefl h} mdi}f |i |bf ~igo| ia ipgkgoh|gio h} ~i}}g`df/ Golgqglvhd} h~~piqfqg|hd lfmg}gio} |bh| hpf `h}fl io hp|gagmghd go|fddgkfomf }w}|fe}/

HM88 Lh|h ^pimf}}gok Fppip Bholdgok

Lh|h ~pimf}}gok fppip%bholdgok ~pimflvpf} foh`df fppiofiv} |pho}hm|gio} |i `f

glfo|gagfl {g|biv| `fgok ~pimf}}fl hol {g|biv| volvf lg}pv~|gio ia |bf~pimf}}gok ia i|bfp qhdgl |pho}hm|gio}/

6

Lh|h Iv|~v| Mio|pid}


54/195

6< Dikgmhd Eilfd D|l >2;


Dikgmhd Eilfd D|l

HM80 Iv|~v| Bholdgok hol Pf|fo|gio

Bholdgok hol pf|fo|gio ia iv|~v| apie G\ h~~dgmh|gio} aiddi{ lfagofl ~pimflvpf} holmio}glfp ~pgqhmw hol }fmvpg|w pfxvgpfefo|}/

HM8= Iv|~v| Lg}|pg`v|gio

^pimflvpf} aip |bf lg}|pg`v|gio ia G\ iv|~v| hpf lfagofl$ mieevogmh|fl hol aiddi{fl/ HM8< Iv|~v| @hdhomgok hol Pfmiomgdgh|gio

Iv|~v| g} piv|gofdw `hdhomfl |i |bf pfdfqho| mio|pid |i|hd}/ Hvlg| |phgd} ahmgdg|h|f |bf |phmgok ia|pho}hm|gio ~pimf}}gok hol |bf pfmiomgdgh|gio ia lg}pv~|fl lh|h/

HM86 Iv|~v| Pfqgf{ hol Fppip Bholdgok

^pimflvpf} h}}vpf |bh| |bf ~piqglfp hol pfdfqho| v}fp} pfqgf{ |bf hmmvphmw ia iv|~v|pf~ip|}/ ^pimflvpf} hpf hd}i go ~dhmf aip glfo|gagmh|gio hol bholdgok ia fppip} mio|hgofl go|bf iv|~v|/

HM81 ]fmvpg|w ^piqg}gio aip Iv|~v| Pf~ip|}

^pimflvpf} hpf go ~dhmf |i h}}vpf |bh| |bf }fmvpg|w ia iv|~v| pf~ip|} g} ehgo|hgofl aip |bi}fh{hg|gok lg}|pg`v|gio h} {fdd h} |bi}f hdpfhlw lg}|pg`v|fl |i v}fp}/

6

@ivolhpw Mio|pid}


55/195



Dikgmhd Eilfd D|l

HM8; Hv|bfo|gmg|w hol Go|fkpg|w

\bf hv|bfo|gmg|w hol go|fkpg|w ia goaipeh|gio ipgkgoh|fl iv|}glf

|bf ipkhog}h|gio$

{bf|bfp pfmfgqfl `w |fdf~biof$ qigmf ehgd$ ~h~fp limvefo|$ ahr ip f%ehgd$ hpf

h~~pi~pgh|fdw mbfmcfl `faipf ~i|fo|ghddw mpg|gmhd hm|gio g} |hcfo/

HM82 ^pi|fm|gio ia ]fo}g|gqf Goaipeh|gio Lvpgok \pho}eg}}gio hol

\pho}~ip|

Hlfxvh|f ~pi|fm|gio hkhgo}| vohv|bipg}fl hmmf}}$ eilgagmh|gio hol

eg}hllpf}}gok ia }fo}g|gqf goaipeh|gio g} ~piqglfl lvpgok |pho}eg}}gio hol|pho}~ip|/

6

]veehpw$ Hm|gio} ! Efh}vpf}


56/195



Dikgmhd Eilfd D|l

^pimf}}

Hm|gio} |i hmbgfqf

Efh}vpf}

G\ Kiqfpohomf Aimv} Hpfh}

Pf}ivpmf} Ehohkfl

Aimv} hpfh

Pfh}io aip |bf~pimf}}

6

Pf}ivpmf} Glfo|gagfl go Mi`g\


57/195



Dikgmhd Eilfd D|l

Eiofw ! Limvefo|h|gio

Oi| mio}glfpfl h} S}f~hph|fU G\ pf}ivpmf} `w Mi`g\

Fr~pf}}fl go ! f}}fo|ghd aip hdd |bf h`iqf

Eiofw ! Limvefo|h|gio

Oi| mio}glfpfl h} S}f~hph|fU G\ pf}ivpmf} `w Mi`g\

Fr~pf}}fl go ! f}}fo|ghd aip hdd |bf h`iqf

H~~dgmh|gio ]w}|fe}

]ve ia ehovhd hol ~pikpheefl ~pimflvpf}

Goaipeh|gio

I`jfm|} go |bfgp {glf}| }fo}f g/f/$ fr|fpohd hol go|fpohd'$ }|pvm|vpfl hol oio%

}|pvm|vpfl$ kph~bgm}$ }ivol$ f|m/

Goaph}|pvm|vpf

\fmboidikw

Bhpl{hpf$ i~fph|gok }w}|fe}$ lh|h`h}f ehohkfefo| }w}|fe}$ of|{ipcgok$evd|geflgh$ f|m

Ahmgdg|gf}

Hdd pf}ivpmf} |i biv}f hol }v~~ip| goaipeh|gio }w}|fe}

^fi~df

]|haa }cgdd}$ h{hpfof}} hol ~pilvm|gqg|w |i ~dho$ ipkhog}f$ hmxvgpf$ lfdgqfp$

}v~~ip| hol eiog|ip goaipeh|gio }w}|fe} hol }fpqgmf}

6

Pf}ivpmf} Lpgqfo `w @v}gof}} Kihd}


58/195



Dikgmhd Eilfd D|l

6

Lf|hgdfl Mio|pid I`jfm|gqf}


59/195



Dikgmhd Eilfd D|l

0

82; Dikgmhd Eilfd D|l

Eh|vpg|w Dfqfd}

Eh|vpg|w h||pg`v|f}lf}mpg`fl aip fhmb~pimf}}


;

Eh|vpg|w Eilf


72/195

;0 Dikgmhd Eilfd D|l

>2; Dikgmhd Eilfd D|l

H {hw |i pfmikog}f {bfpf {f hpf hol {bfpf {f {g}b |i `f

Golv}|pw @f}| ^phm|gmf

Fo|fp~pg}f ]|ph|fkw

Fo|fp~pg}f Mvppfo| ]|h|v}

Go|fpoh|giohd ]|holhpl Kvglfdgof}

> Ehohkfefo| ~pimf}}f} hpf oi| h~~dgfl h| hdd8 ^pimf}}f} hpf hl bim hol lg}ipkhog}fl

0 ^pimf}}f} aiddi{ h pfkvdhp ~h||fpo= ^pimf}}f} hpf limvefo|fl hol mieevogmh|fl< ^pimf}}f} hpf eiog|ipfl hol efh}vpfl6 @f}| ~phm|gmf} hpf aiddi{fl hol hv|ieh|fl

>Oio%Frg}|fo|

8Gog|ghd

0Pf~fh|hdf

=Lfagofl


73/195

;= Dikgmhd Eilfd D|l


]mbflvdf)mi}|

^pi`h`gdg|

w

6


Kihd} ! Efh}vpf}


;

H Kfofpgm Eh|vpg|w Eilfd ~87'


76/195



> Oio%frg}|fo|/ Oi pfmikog}h`df ~pimf}}f}/ Oi pfmikog|gio ia h ~pi`dfe

8 Gog|ghd/ \bf fo|fp~pg}f bh} pfmikog}fl |bh| |bf g}}vf} frg}| hol offl |i `fhllpf}}fl/ \bfpf g} oi }|holhplg}fl ~pimf}}f}3 go}|fhl |bfpf hpf

hl bim

h~~pihmbf} h~~dgfl io ho golgqglvhd ip mh}f%`w%mh}f `h}g}/ \bf iqfphdd h~~pihmb |iehohkfefo| g} lg}ipkhog}fl/

0 Pf~fh|h`df/ ^pimf}}f} hpf lfqfdi~fl |i h }|hkf {bfpf }gegdhp ~pimflvpf} hpfaiddi{fl `w lgaafpfo| ~fi~df aip |bf }hef |h}c/ Oi aipehd |phgogok ip mieevogmh|gioia }|holhpl ~pimflvpf}/ Pf}~io}g`gdg|w g} dfa| |i |bf golgqglvhd/ \bfpf g} h bgkb lfkpffia pfdghomf io |bf coi{dflkf ia golgqglvhd} hol$ |bfpfaipf$ fppip} hpf dgcfdw/

= Lfagofl/ ^pimflvpf} bhqf `ffo }|holhplg}fl hol limvefo|fl$ hol

mieevogmh|fl

|bpivkb |phgogok/ G| g}$ bi{fqfp$ dfa| |i |bf golgqglvhd |i aiddi{ |bf}f ~pimf}}f}$ hol g|g} vodgcfdw |bh| lfqgh|gio} {gdd `f lf|fm|fl/ \bf ~pimflvpf} |bfe}fdqf} hpf oi|}i~bg}|gmh|fl `v| hpf |bf aipehdg}h|gio ia frg}|gok ~phm|gmf}/

< Ehohkfl/ G| g} ~i}}g`df |i eiog|ip hol efh}vpf mie~dghomf {g|b

~pimflvpf} hol |i

|hcf hm|gio {bfpf ofmf}}hpw/ ^pimf}}f} hpf volfp mio}|ho| ge~piqfefo| hol

~piqglf kiil ~phm|gmf/ Hv|ieh|gio hol |iid} hpf v}fl go h dgeg|fl ip aphkefo|fl {hw/

6 I~|geg}fl/ ^pimf}}f} bhqf `ffo pfagofl |i h dfqfd ia `f}| ~phm|gmf$ `h}fl io |bfpf}vd|} ia mio|goviv} ge~piqfefo| hol eh|vpg|w eilfddgok {g|b i|bfp fo|fp~pg}f}/ G\g} v}fl go ho go|fkph|fl {hw |i hv|ieh|f |bf {ipcadi{$ ~piqglgok

|iid} |i ge~piqf

xvhdg|w hol faafm|gqfof}}$ ehcgok |bf fo|fp~pg}f xvgmc |i hlh~|


77/195


;

Bi{ {fd


78/195



Pf}ivpmf} hpf dgeg|fl

Cfw xvf}|gio} hpf

Bi{ {fdd ev}| {f ~fpaipe fhmb ~pimf}}f}

Hpf |bfw hddjv}| kiil foivkb

[bgmb iof} offl h||fo|gio

Ge~piqf mh~h`gdg|w

Ge~piqf hdgkoefo| hol faagmgfomw


;

Eh|vpg|w Xvf}|gio} |i H}c


79/195



Hpf {f ligok foivkb9

Bi{ li {f glfo|gaw {bh| g} pfxvgpfl |i `f liof |i pfhmb ho hlfxvh|f dfqfd ia

ehohkfefo| hol mio|pid iqfp ivp G\ ~pimf}}f}9

]|hp| `w h}cgok |bf `v}gof}} |i fr~pf}}8/

\bf eg}}gio$ qg}gio hol qhdvf} ia |bf ipkhog}h|gio

0/

\bf i`jfm|gqf}$ kihd} hol lfdgqfpfl pf}vd|} ia fhmb `v}gof}} vog|

=/

\bf h~~f|g|f aip pg}c ! pfkvdh|ipw mie~dghomf' ia |bi}f hmmivo|h`df aip |bf

pf}vd|}

Eh~ |i G\

Mie~hpf pg}c |i mvppfo| mh~h`gdg|w

Mi}| hol }mbflvdf hm|gqg|w |i mdi}f how kh~}

H}c aip }~io}ip}bg~ frfmv|gqf lfmg}gio ehcgok hol hddimh|gio ia

pf}ivpmf}'


2

Mie~dghomf ! Pg}c dfqf


80/195


Dikgmhd Eilfd D|l

Ehw `f lf|fpegofl `w:

[bh| hpf |bf mie~dghomf pfxvgpfefo|}

Bi{ evmb pg}c eg|gkh|gio hpf {f {gddgok |i ~hw aip

Bi{ evmb pg}c li {f }ffc

Bi{ evmb `vlkf| li {f bhqf

[bh| g} |bf `v}gof}} mh}f ! mi}|%`fofag|

[bh| hpf ivp golv}|pw ~ffp} ligok

Bi{ hpf {f ~dhmfl go pfdh|gio |i |bfe9

[bh| g} hmmf~|h`df golv}|pw `f}| ~phm|gmf

Bi{ hpf {f ~dhmfl {g|b pfkhpl |i |bf}f ~phm|gmf}9

Oi pfxvgpfefo| aip |bf }hef dfqfd ia eh|vpg|w go fqfpw ~pimf}}


2

Ho}{fpgok |bf xvf}|gio}


81/195

28 Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

]fda%h}}f}}efo|}

Go|fpohd hvlg|}

Golv}|pw `fombehpc}

Fr|fpohd mio}vd|homw

Fr|fpohd hvlg|}

Fr|fpohd hmmpflg|h|gio


2

\bf iodw pfh}io aip h ~pijfm| ! |phgogok mivp}f' g} |i mbhokf`v}gof}}%h}%v}vhd aip wivp ipkhog}h|gio ip wivp mv}|iefp}


82/195









^pijfm| Pg}c hol Xvhdg|w Ehohkfefo|


@ihpl `pgfagok} io ~pijfm| mio|pid !

kiqfpohomf

Mio|govfl

Lgefo}gio Aivp



^PGOMF0

Frhe ~pf~hph|gio !

^PGOMF0

v}f go |bf pfhd%{ipdl

Ge~dfefo|gok G\ Kiqfpohomf v}gok |bfMi`g\

Aphef{ipc



Aip avp|bfp bfd~ ! h}}g}|homf

H}}g}|NDikgmhdEilfd/Of|

#' 2< 60 6; 6; >;



83/195



2=

Ge~dfefo|gok Mi`g\ Go |bg} }f}}gioH }vkkf}|fl piv|fYeh~

|i ge~dfefo|h|gio


2

Piv|f Eh~ Hmmiplgok |i Mi`g\


84/195

2< Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

8/ F}|h`dg}b i{ofp}bg~ ! `vw%go0/

Hdgko G\ |i `v}gof}} }|ph|fkw

=/

Lf|fpegof pg}c golgmh|ip} aip G\$ |phmc%pfmipl ! ipkhog}h|giohd ahm|ip}


85/195


[bfpf |i }|hp|9

Aimv} io mipf `v}gof}} mie~f|fomgf} |bh| G\ ev}| }v~~ip|

H{hpfof}} |iid}* hol @v}gof}} Ge~hm| H}}f}}efo|}

Mipf G\ mie~f|fomgf}

]bivdl `f pfeg| ia ho G\ }|ffpgok mieeg||ff

^dhoogok hol iqfp}ffgok |bf ehohkfefo| ia G\ h}}f|}$

pg}c}$ ~pijfm|}$ mv}|iefp} hol qfolip}

^pijfm| ehohkfefo|

G\ ~pimf}}f} |bh| ge~piqf `v}gof}} qhdvf

Mbhokf ehohkfefo|$ h~~dgmh|gio }fpqgmf lfdgqfpw hol ~pi`dfe ehohkfefo|

Fr|fpohd }ivpmgok }|ph|fkgf}

Iv|}ivpmgok ehohkgok |bgplY~hp|w

mio|phm|} hol }fpqgmf dfqfd hkpffefo|}' g} mpg|gmhd

\pv}|fl ~hp|ofp}: go|fpmioofm|gqg|w ) }bhpgok aip ev|vhd G\ mio|pid

* ]ff Mi`g\

Ge~dfefo|h|gio Kvglf/ O@Qfp}gio < lvf dh|f 0>>


2

\{i Eilfd} aip H}}f}}gok Mio|pi


86/195


]|ph|fkgm

\hm|gmhd

Hlegog}|ph|gqf

^dho Li Mbfmc

Pf~ip|

Pf~ip|

Mippfm|

H}}f|Qhdvh|gio

\bpfh|H}}f}}efo|

Mivo|fpEfh}vpf}

Mio|pidFqhdvh|gio

Pg}cH}}f}}efo|

Qvdofph`gdg|wH}}f}}efo|

Pf}glvhdPg}c

]ff Mi`g\ ^pimf}} ^I7 H}}f}} Pg}c

Hm|gio^dho


2

Frhe~df ^pimf}} Hpfhapie Hvlg| Kvglfdgof}


87/195

2; Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

[bi |i go|fpqgf{

Goaipeh|gio I`|hgofl

Fqhdvh|f |bf Mio|pid}

Glfo|gaw Pg}c} apie ahgdvpf iaMio|pid I`jfm|gqf}

Mi`g\ Hvlg| Kvglfdgof} =pl Flg|gio G\KG 0>>>

\f}| Mie~dghomf]veehpg}fl apie Mio|pid I`jfm|gqf}

Mio|pid I`jfm|gqf}


2

Ge~dfefo|h|gio: @ihpl Hm|gio}

F | `dg b G\ ]| | l g b| g||


88/195


F}|h`dg}b ho G\ ]|ph|fkw hol iqfp}gkb| mieeg||ff

@ihpl }bivdl mpfh|f ho G\ ]|ph|fkw mieeg||ff

G\KG ~piqglf} h mbhp|fp aip }vmb h mieeg||ff*

\phmcgok G\ goqf}|efo|}

]f||gok ~pgipg|gf}

Hddimh|gok }mhpmf pf}ivpmf}

\hcf} pfmieefolh|gio apie G\ hpmbg|fm|vpf hol |fmboidikw mieeg||ff}

F}|h`dg}b }fpqgmf mh|hdikvf ! eh|vpg|w ! }fpqgmf dfqfd |hpkf|}

^pgipg|g}f kh~} `f|{ffo mh~h`gdg|w ! |hpkf|

Lfdfkh|f hm|gio} |i di{f}| ~phm|gmhd dfqfd ia lfmg}gio ehcfp) `vlkf| bidlfp

* @ihpl @pgfagok io G\ Kiqfpohomf 0ol

Fl/$ G\KG 0>>= H~~folgr A G\ ]|ph|fkw Mieeg||ff ~/6= f|/}fx/


G |bg g


89/195



27

\bf Liehgo} Go |bg} }f}}gioMi`g\}

lf|hgdfl

}ivpmf} hol |bfgp dgoc}

|i

^I

HG

L]

EF


7

Mi`g\} ]|pvm|vpf aip G\ Kiqfpohomf@V]GOF]] I@JFM\GQF]


90/195

7> Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

G\ KIQFPOHOMF

@V]GOF]] I@JFM\GQF]

G\ PF]IVPMF]H~~dgmh|gio}Goaipeh|gio

Goaph}|pvm|vpf

^fi~df

Lpgqf}

^DHOOGOK ! IPKHOG]H\GIO

Î8 Lfagof H ]|ph|fkgm G\ ^dho

Î0 Lfagof \bf Goaipeh|gio Hpmbg|fm|vpf

Î= Lf|fpegof \fmboidikgmhd Lgpfm|gio

Î< Lfagof \bf G\ ^pimf}}f}$ Ipkhog}h|gio Hol

Pfdh|gio}bg~}

Î6 Ehohkf \bf G\ Goqf}|efo|

Î1 Mieevogmh|f Ehohkfefo| Hge} Hol Lgpfm|gio

Î; Ehohkf G\ Bveho Pf}ivpmf}

Î2 Ehohkf Xvhdg|w

Î7 H}}f}} Hol Ehohkf G\ Pg}c}

Î8> Ehohkf ^pijfm|}

L]8 Lfagof Hol Ehohkf ]fpqgmf Dfqfd}

L]0 Ehohkf \bgpl%^hp|w ]fpqgmf}

L]= Ehohkf ^fpaipehomf Hol Mh~hmg|wL]< Fo}vpf Mio|goviv} ]fpqgmf

L]6 Fo}vpf ]w}|fe} ]fmvpg|w

L]1 Glfo|gaw Hol Hddimh|f Mi}|}

L]; Flvmh|f Hol \phgo V}fp}

L]2 Ehohkf ]fpqgmf Lf}c Hol Gomglfo|}

L]7 Ehohkf \bf Mioagkvph|gio

L]8> Ehohkf ^pi`dfe}

L]88 Ehohkf Lh|hL]80 Ehohkf \bf ^bw}gmhd Foqgpioefo|

L]8= Ehohkf I~fph|gio}

LFDGQFPW ! ]V^ÎP\

EF8 Eiog|ip Hol Fqhdvh|f G\ ^fpaipehomfEF0 Eiog|ip Hol Fqhdvh|f Go|fpohd Mio|pid

EF= Fo}vpf Pfkvdh|ipw Mie~dghomf

EF< ^piqglf G\ Kiqfpohomf

EIOG\IPGOK

GOAIPEH\GIO

Faafm|gqfof}}

Faagmgfomw

Mioaglfo|ghdg|w

Go|fkpg|w

Hqhgdh`gdg|w

Mie~dghomf

Pfdgh`gdg|w

HG8 Glfo|gaw Hv|ieh|fl ]idv|gio}

HG0 Hmxvgpf Hol Ehgo|hgo H~~dgmh|gio ]ia|{hpf

HG= Hmxvgpf Hol Ehgo|hgo \fmboidikw Goaph}|pvm|vpf

HG< Foh`df I~fph|gio Hol V}f

HG6 ^pimvpf G\ Pf}ivpmf}HG1 Ehohkf Mbhokf}

HG; Go}|hdd Hol Hmmpflg| ]idv|gio} Hol Mbhokf}

HMXVG]G\GIO !GE^DFEFO\H\GIO


7

Mi`g\ lph{o apie ehow }ivpmf} Mi`g\ ~piqglf} |bf aphef{ipc


91/195


]ia|{hpf H}}f|Ehohkfefo|

]fpqgmf ]v~~ip| ]fpqgmf Lfdgqfpw

^dhoogok |iGe~dfefo|

]fpqgmfEhohkfefo|

Goaph}|pvm|vpfEhohkfefo|

H~~dgmh|gioEhohkfefo|

]fmvpg|w@v}gof}

^fp}~fm|gq

Mi`g\ ~piqglf} |bf aphef{ipc

I|bfp }|holhpl} ~piqglf |bf |fmbogmhd kvglhomf


7

Mi`g\ @h}fl io Di{fp Dfqfd Lf|hg H aphef{ipc ia


92/195


H aphef{ipc ia >>

^pijfm| Ehohkfefo| Go}|g|v|f ÊG'

^pijfm| Ehohkfefo| @ilw ia Coi{dflkf Ê@IC'$ 0>>>

Goaipeh|gio ]fmvpg|w Aipve G]A'

\bf ]|holhpl ia Kiil ^phm|gmf aip Goaipeh|gio ]fmvpg|w$ 0>>=


7

Bfpg|hkf

Ê@IC


93/195

7= Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

]~gphd[h|fpahdd ! Q

PV^Efpg}fD]LE

]^GMF

G]I 866>>> @]6;6>'Kfofpgm Xvhdg|w

Mi`g\


94/195


7

G\GD Aphef{ipc Limvefo|}


95/195


\bf

@v}gof}}

\bf

\fmboidikw

^dhoogok |i Ge~dfefo| ]fpqgmf Ehohkfefo|

H~~dgmh|gio Ehohkfefo|

]fpqgmf Ehohkfefo|@v}gof}}

^fp}~fm|gqf

GM\

Goaph}|pvm|vpf

Ehohkfefo|

]fpqgmf ]v~~ip|

]fpqgmf Lfdgqfpw

]fmvpg|w

Ehohkfefo|


7

]fpqgmf Ehohkfefo|

G\GD bh} go}~gpfl h


96/195


G\GD bh} go}~gpfl h ove`fp ia aphef{ipc}`f}glf

Mi`g\ EIA

Egmpi}ia| hlh~|h|gio ia

G\GD

@]86>>>

@]G eilfd aiphmmpflg|h|gio


7

@]86>>>

Mfp|gagmh|gio aphef{ipc `h}fl io G\GD


97/195

7; Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

Mfp|gagmh|gio aphef{ipc `h}fl io G\GD]fmvpg|w

Ehohkfefo|

Hqhgdh`gdg|w !

]fpqgmf Mio|govg|w

Pfdh|fl ^pimf}}f}

]fpqgmf Lf}gko ! Ehohkfefo|

^pimf}}f}

]v~~dgfp ^pimf}}f}

Pf}idv|gio ^pimf}}f}

Pfdfh}f Ehohkfefo|

Gomglfo| Ehohkfefo|

@v}gof}} Pfdh|gio}bg~

Ehohkfefo|

]v~~dgfp Ehohkfefo|

Agohomghd Ehohkfefo|

Mh~hmg|w Ehohkfefo|

]fpqgmf Dfqfd Ehohkfefo|

]fpqgmf Pf~ip|gok

Mio|pid ^pimf}}f}Mioagkvph|gio Ehohkfefo|

Mbhokf Ehohkfefo|

^pi`dfe Ehohkfefo|


7

G\GD Mipf ]|pvm|vpf
http://../SoftwareEngineering/BOKs%20and%20FrameWorks/ITIL%20&%20Production%20Disciplines/ITIL/itil%20service%20support/index.htmhttp://../SoftwareEngineering/BOKs%20and%20FrameWorks/ITIL%20&%20Production%20Disciplines/ITIL/itil%20service%20delivery/index.htm


98/195


Mpfh|gok hkpffefo|}

[bh| |bf `v}gof}} pfxvgpf} apie |bf

~piqglfp

]fpqgmf Dfqfd Ehohkfefo|

Agohomghd Ehohkfefo| ia G\ ]fpqgmf}

Mh~hmg|w Ehohkfefo|

Hqhgdh`gdg|w Ehohkfefo|

G\ ]fpqgmf Mio|govg|w

Mbhokf} hol Ahgdvpf}

^piqglgok |bf }fpqgmf

]fpqgmf Lf}c

Gomglfo| Ehohkfefo|

^pi`dfe Ehohkfefo|

Mioagkvph|gio Ehohkfefo|

Mbhokf Ehohkfefo|

Pfdfh}f Ehohkfefo|


7

Pfegolfp ia I`dgkh|gio}

\bg} g} h mie~df|f |phgogok mivp}f go ivp ~pijfm| }cgdd} }fpgf}( Hol aip APFF gav}fl aip ~fp}iohd golgqglvhd lfqfdi~efo|((
http://../SoftwareEngineering/BOKs%20and%20FrameWorks/ITIL%20&%20Production%20Disciplines/ITIL/itil%20service%20support/index.htmhttp://../SoftwareEngineering/BOKs%20and%20FrameWorks/ITIL%20&%20Production%20Disciplines/ITIL/itil%20service%20delivery/index.htm


99/195


\bg} g} h mie~df|f |phgogok mivp}f go ivp ~pijfm| }cgdd} }fpgf}( Hol aip APFF gav}fl aip ~fp}iohd$ golgqglvhd lfqfdi~efo|((

Oi mh|mbf} fqfpw|bgok offlfl g} {g|bgo |bg} agdf

Ga wiv {ho| |i v}f |bg} go|fddfm|vhd ~pi~fp|w h} h mieefpmghd iaafpgok |bh|} agof |iih} diok h} wiv mv| ef go G lio| {ho| evmb ((

^pf%hpphokfl mieefpmghd v}f pfeiqf} |bg} oi|gmf$ kgqf} wiv hogeh|fl }dglf} |bh| `vgdl

~pimflvpf} }|f~%`w%}|f~$ hd}i }|f~%`w%}|f~ frfpmg}f agdf}$ go}|pvm|ip oi|f}$ }vkkf}|fl

|gef%dgof aip lfdgqfpw hol }v~~ip|

Aip oio ~pf%hpphokfl mieefpmghd v}f GF {bfpf wiv mbhpkf h aff' G bfpf`w iaafp wiv h mio|phm| |i v}f |bg} eh|fpghd}$ {g|biv| ~pgip

oi|gmf go h mieefpmghd mio|fr| h| 8$>>> ~fp lhw ip ~fp mi~w {bgmb fqfp g} |bf kpfh|fp |bh|} ho iaafp

hol oi|gmf ia

mio}glfph|gio$ v}f {gdd mio}|g|v|f hmmf~|homf

hol aipe} mio|phm|'

h} }iio h} G `fmief h{hpf ia v}f G {gdd }|hp| ~pimfflgok} |i

middfm| aff} lvf

Ga go liv`|

H}c

Ga wiv hpf go h mieefpmghd mio|fr| wiv ~hgl }ief|bgok' hol hpf pfhlgok |bg} |bfo Glglo| kf| h mv|/ Df| ef coi{ hol Gdd }~dg| {bh| G pfmiqfp {g|b wiv


^dho hol Ipkhog}f ^I8 Lfagof h ]|ph|fkgm G\ ^dho


100/195



8>>

^dho hol Ipkhog}f k Î0 Lfagof |bf Goaipeh|gio Hpmbg|fm|vpf

Î= Lf|fpegof \fmboidikgmhd Lgpfm|gio

Î< Lfagof |bf G\ ^pimf}}f}$ Ipkhog}h|gio

hol Pfdh|gio}bg~}

Î6 Ehohkf |bf G\ Goqf}|efo|

Î1 Mieevogmh|f Ehohkfefo| Hge} hol

Lgpfm|gio

Î; Ehohkf G\ Bveho Pf}ivpmf} Î2 Ehohkf Xvhdg|w

Î7 H}}f}} hol Ehohkf G\ Pg}c}

Î8>

Ehohkf ^pijfm|}


8>

Î8 ]|ph|fkgm ~dho

Mpfh|f ho G\ ]|ph|fkgm ^dho


101/195

8>8 Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

k

Mieeio volfp}|holgok `w hdd }|hcfbidlfp}

Pf}ivpmf}$ }|ph|fkw hol ~pgipg|gf}

Qhdvf

Foh`df} pfadfm|gio ia `v}gof}} ~pgipg|gf} go G\ |hm|gmhd ~dho}'

Mio|pid I`jfm|gqf}

Î8/8 G\ Qhdvf Ehohkfefo|

Î8/0 @v}gof}}%G\ Hdgkoefo|

Î8/= H}}f}}efo| ia Mvppfo| ^fpaipehomf

Î8/< G\ ]|ph|fkgm ^dho

Î8/6 G\ \hm|gmhd ^dho}

Î8/1 G\ îp|aidgi Ehohkfefo|


8>

Î8 Lfagof h ]|ph|fkgm G\ ^dho Aimv} hpfh


102/195


H{hpfof}}

Mvppfo| eh|vpg|w dfqfd

\hpkf| eh|vpg|w dfqfd

Egkph|gio

Hm|gio}$ I{ofp}$ Pf}ivpmf}$ \gef}mhdf}


8>

^I0 Goaipeh|gio Hpmbg|fm|vpf

Mip~iph|f lh|h lgm|giohpw


103/195

8>= Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

]wo|hr ! }fmvpg|w pvdf}

I{ofp}bg~) Hmmivo|h`gdg|w) Mio|pid) ]bhpgok goaipeh|gio

H~~dgmh|gio }w}|fe} |i v}f |bf goaipeh|gio go |bf lh|h

Hdgkofl {g|b `v}gof}} }|ph|fkw

]ivol `v}gof}} lfmg}gio ehcgok

Mio|pid I`jfm|gqf}

Î0/8 Fo|fp~pg}f Goaipeh|gio Hpmbg|fm|vpf Eilfd

Î0/0 Fo|fp~pg}f Lh|h Lgm|giohpw hol Lh|h ]wo|hr Pvdf}

Î0/= Lh|h Mdh}}gagmh|gio ]mbfef

Î0/< Go|fkpg|w Ehohkfefo|


8>

Î= Lf|fpegof \fmboidikgmhd Lgpfm|gio Pf}~io}gqf |fmboidikw lgpfm|gio ! |fmbogmhd goaph}|pvm|vpf ~dho


104/195

8>< Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

]|holhpl}$ go|fpi~fph`gdg|w$ egkph|gio }|ph|fkgf} hol mio|gokfomw

Hpmbg|fm|vpf ìhpl

Pfhdg}|gm |fmbogmhd i~~ip|vog|gf}

Fmioiegf} ia }mhdf ! }|haagok

Mio|pid I`jfm|gqf}

Î=/8 \fmboidikgmhd Lgpfm|gio ^dhoogok

Î=/0 \fmboidikgmhd Goaph}|pvm|vpf ^dho

Î=/= Eiog|ipgok ia Av|vpf \pfol} hol Pfkvdh|gio}

Î=/< \fmboidikw ]|holhpl}

Î=/6 G\ Hpmbg|fm|vpf @ihpl


8>

Î< Lfagof |bf G\ ^pimf}}f}$ Ipkhog}h|giohol Pfdh|gio}bg~} G\ ipkhog}h|gio


105/195


@ihpl dfqfd iqfp}gkb|$ }|ph|fkw ! }|ffpgok mieeg||ff}

G\ ! `v}gof}} goqidqfl go lfmg}gio}

^pgipg|g}h|gio ia g| pf}ivpmf}

G\ ~pimf}} aphef{ipc

îdgmgf} hol ~pimflvpf} aip mio|pid ia hdd avom|gio}

Xvhdg|w h}}vphomf$ pg}c ehohkfefo|$ goaipeh|gio }fmvpg|w$ lh|h hol }w}|fe}

i{ofp}bg~

]fkpfkh|gio ia lv|gf}


8>

Î< Lfagof |bf G\ ^pimf}}f}$ Ipkhog}h|giohol Pfdh|gio}bg~} Mio|pid I`jfm|gqf}

Î< 8 G\ ^pimf}} Aphef{ipc


106/195


^I


107/195

8>; Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

H{hpfof}}



Egkph|gio



8>

^I6 Ehohkf |bf G\ Goqf}|efo| G\%foh`dfl goqf}|efo| ehohkfefo| ~pimf}}

F | `dg b | | d | ! | | d ` ag|


108/195


F}|h`dg}b |i|hd mi}|} ! |i|hd `fofag|}

@vlkf|gok hol ehohkfefo| hkhgo}| `vlkf|

^pgipg|g}h|gio {g|bgo vlkf|

@fofag|} pfhdg}h|gio apie pf|vpo io goqf}|efo|

Mio|pid I`jfm|gqf}

Î6/8 Agohomghd Ehohkfefo| Aphef{ipc

Î6/0 ^pgipg|g}h|gio [g|bgo G\ @vlkf|

Î6/= G\ @vlkf|gok ^pimf}}

Î6/< Mi}| Ehohkfefo|

Î6/6 @fofag| Ehohkfefo|


8>

Î6 Ehohkf |bf G\ Goqf}|efo| Aimv} hpfh

H{hpfof}}


109/195


H{hpfof}}



Egkph|gio



88

^I1 Mieevogmh|f Ehohkfefo| Hge} holLgpfm|gio Iokigok mieevogmh|gio ~pikpheef

Hp|gmvdh|f |bf eg}}gio ~idgmgf} ~pimflvpf} pg}c} hol fo|fp~pg}f G\ mio|pid


110/195

88> Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

Hp|gmvdh|f |bf eg}}gio$ ~idgmgf}$ ~pimflvpf}$ pg}c} hol fo|fp~pg}f G\ mio|pid

aphef{ipc

Fo}vpf mie~dghomf {g|b pfdfqho| dh{} hol pfkvdh|gio}

Mio|pid I`jfm|gqf}

Î1/8 G\ îdgmw hol Mio|pid Foqgpioefo|

Î1/0 Fo|fp~pg}f G\ Pg}c hol Go|fpohd Mio|pid Aphef{ipc

Î1/= G\ îdgmgf} Ehohkfefo|

Î1/< îdgmw Piddiv|

Î1/6 Mieevogmh|gio ia G\ I`jfm|gqf} hol Lgpfm|gio


88

Î; Ehohkf G\ Bveho Pf}ivpmf} Hkpffl ~phm|gmf} aip pfmpvg|gok$ |phgogok$ fqhdvh|gok ~fpaipehomf$ ~piei|gok

hol |fpegoh|gok fe~diwefo|


111/195


k ~ w

Mie~f|fo| |i mpfh|f hol lfdgqfp G\ }fpqgmf}

Ei|gqh|fl |i eff| kiqfpohomf offl}

Mio|pid I`jfm|gqf}

Î;/8 ^fp}ioofd Pfmpvg|efo| hol Pf|fo|gio

Î;/0 ^fp}ioofd Mie~f|fomgf}

Î;/= ]|haagok ia Pidf}

Î;/< ^fp}ioofd \phgogok Î;/6 Lf~folfomf V~io Golgqglvhd}

Î;/1 ^fp}ioofd Mdfhphomf ^pimflvpf}

Î;/; Fe~diwff Ji` ^fpaipehomf Fqhdvh|gio

Î;/2 Ji` Mbhokf hol \fpegoh|gio


88

Î; Ehohkf G\ Bveho Pf}ivpmf} Aimv} hpfh

H{hpfof}}


112/195


H{hpfof}}



Egkph|gio



88

^I2 Ehohkf Xvhdg|w Eiog|ipgok$ hohdw}gok) pfhm|gok ! pf~ip|gok qhdvf hllfl

Xvho|gagh`df hol hmbgfqh`df golgmh|ip}


113/195

88= Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l

Xvho|gagh`df hol hmbgfqh`df golgmh|ip}

Xvhdg|w pfxvgpfefo|}$ ~pimflvpf}$ ~idgmgf} hol ~dho}

Lfqfdi~efo| hol hmxvg}g|gio ~pimf}}f} hol }|holhpl}

Mio|pid I`jfm|gqf}

Î2/8 Xvhdg|w Ehohkfefo| ]w}|fe

Î2/0 G\ ]|holhpl} hol Xvhdg|w ^phm|gmf}

Î2/= Lfqfdi~efo| hol Hmxvg}g|gio ]|holhpl}

Î2/< Mv}|iefp Aimv}

Î2/6 Mio|goviv} Ge~piqfefo|

Î2/1 Xvhdg|w Efh}vpfefo|$ Eiog|ipgok hol Pfqgf{


88

Cfw G]I 7>>>:0>>> ]fm|gio}


114/195

88< Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l


88

Xvhdg|w H{hpl}

@hdlpglkf

! FAXE bhqf }gegdhp eilfd}

@i|b `h}fl io hvlg|gok mip~iph|f mh~h`gdg|w hkhgo}| {fdd lfagofl mpg|fpgh


115/195


Foh`dfp} Pf}vd|}

^hp|ofp}bg~} !

pf}ivpmf}

^idgmw !}|ph|fkw

^fi~df

^pimf}}f}Dfhlfp}bg~

]imgf|wpf}vd|}

Mv}|iefppf}vd|}

^fi~dfpf}vd|}

Cfw~fpaipehomfpf}vd|}

Gooiqh|gio ! dfhpogok


88

Frhe~df @hdlpglkf Mpg|fpgh


116/195

881

Dikgmhd Eilfd D|l >2; Dikgmhd Eilfd D|l


88

1

Lfagof


117/195

88;


Ge~piqf

Mio|pidEfh}vpf

Hohdw}f


88

^I7 H}}f}} hol Ehohkf G\ Pg}c} ^pimf}} aip pg}c ehohkfefo| hol pf}~iolgok |i fqfo|} ge~hm|gokipkhog}h|giohd kihd}

H l d d a G\ g c l g g g g


118/195

882


Hkpffl dfqfd ia G\ pg}c} hol eg|gkh|gio }|ph|fkgf}

Volfp}|holh`df |i |bf }|hcfbidlfp}

Fr~pf}}fl go agohomghd |fpe}

Hdgkofl |i |idfphomf aip hmmf~|fl pf}glvhd ! }fmiolhpw pg}c

Mio|pid I`jfm|gqf}

Î7/8 G\ hol @v}gof}} Pg}c Ehohkfefo| Hdgkoefo|

Î7/0 F}|h`dg}befo| ia Pg}c Mio|fr|

Î7/= Fqfo| Glfo|gagmh|gio

Î7/< Pg}c H}}f}}efo|

Î7/6 Pg}c Pf}~io}f

Î7/1 Ehgo|fohomf hol Eiog|ipgok ia h Pg}c Hm|gio ^dho


88

Pg}c

EiP

IKM aphef{ipc'

MI]I FPE Go|fkph|fl Aphef{ipc

Hol h bi}| ia i|bfp}


119/195

887


Hol h bi}| ia i|bfp}


80

^I8> Ehohkf ^pijfm|} ^pijfm| ehohkfefo| aphef{ipc Goqidqfefo| ia `v}gof}} hol fol v}fp}


120/195

80>


^pgipg|g}h|gio hol mi%iplgoh|gio ia ~pijfm|} |i ehrgeg}f} mio|pg`v|gio |i G\%

foh`dfl goqf}|efo| ~pikpheef}

Lfagof lfdgqfph`df}$ xvhdg|w h}}vphomf ! |f}| ~dho aip |f}|gok !

h~~piqhd `w v}fp}

î}|%ge~dfefo|h|gio pfqgf{ ia pg}c ehohkfefo| hol qhdvf lfdgqfpw

^pijfm|} eh}|fp ~dho

H}}gkoefo| ia pf}ivpmf}

H ~bh}fl h~~pihmb |i lfdgqfpw

Pg}c ia vofr~fm|fl mi}|} hol ~pijfm| mhomfddh|gio}$


80

Î8> Ehohkf ^pijfm|} Mio|pid I`jfm|gqf} Î8>/8 ^pikpheef Ehohkfefo| Aphef{ipc

Î8> 0 ^ j | E | A c


121/195

808


Î8>/0 ^pijfm| Ehohkfefo| Aphef{ipc

Î8>/= ^pijfm| Ehohkfefo| H~~pihmb

Î8>/< ]|hcfbidlfp Mieeg|efo|

Î8>/6 ^pijfm| ]mi~f ]|h|fefo|

Î8>/1 ^pijfm| ^bh}f Gog|gh|gio

Î8>/; Go|fkph|fl ^pijfm| ^dho

Î8>/2 ^pijfm| Pf}ivpmf}

Î8>/7 ^pijfm| Pg}c Ehohkfefo|

Î8>/8> ^pijfm| Xvhdg|w ^dho

Î8>/88 ^pijfm| Mbhokf Mio|pid

Î8>/80 ^pijfm| ^dhoogok ia H}}vphomf Ef|bil}

Î8>/8= ^pijfm| ^fpaipehomf Efh}vpfefo|$ Pf~ip|gok hol Eiog|ipgok

Î8>/8< ^pijfm| Mdi}vpf


80

^pijfm| Ehohkfefo|

ÊG Ê@ICÊ^ lg| |g


122/195

800


Ê^ hmmpflg|h|gio

HÊ

HÊ@IC ! ^h|b{hw}

]vg|f ia xvhdgagmh|gio}

^PGOMF

IKM ~v`dgm liehgo' i{ofp}bg~

HÊK hlegog}|fpfl pfkg}|ph|gio iaxvhdgagfl ~phm|g|giofp}

G]F@ ! i|bfp fk OQX' xvhdgagmh|gio

Ehjip mio}vd|homgf}) mip~iph|f

go|fpohd ef|bil}


80

ÊG

} Ê@IC % ]|pvm|vpf ! Mio|fo|

Ê@IC
http://www.crazycolour.com/products/0113308914


123/195

80=


Kvglf |i |bf pijfm| Ehohkfefo| @ilw ia Coi{dflkf =pl

Flg|gio {{{/~eg/mie

/ pijfm| Mieevogmh|gio}Ehohkfefo|

88/ ^pijfm| Pg}c Ehohkfefo|

80/ ^pijfm| ^pimvpfefo|Ehohkfefo|


80

\bfpf hpf i|bfp apff }ivpmf} ia ivp qhdvf%hll ioivp {f`%}g|f {{{/dikgmhdeilfd/of|

Aip avp|bfp bfd~ ! h}}g}|homf H}}g}|NDikgmhdEilfd/Of| #' 2< 60 6; 6; >;
http://www.logicalmodel.net/http://www.logicalmodel.net/http://www.logicalmodel.net/


124/195









^pijfm| Pg}c hol Xvhdg|w Ehohkfefo|


@ihpl `pgfagok} io ~pijfm| mio|pid !kiqfpohomf

Mio|govfl

Lgefo}gio Aivp



^PGOMF0

Frhe ~pf~hph|gio !

^PGOMF0

v}f go |bf pfhd%{ipdl

Ge~dfefo|gok G\ Kiqfpohomf v}gok |bfMi`g\ Aphef{ipc




HMXVGPF HOL GE^DFEFO\

HG8 Glfo|gaw Hv|ieh|fl]idv|gio}

HG0 Hmxvgpf hol Ehgo|hgoH~~dgmh|gio ]ia|{hpf


125/195



806

H~~dgmh|gio ]ia|{hpf

HG= Hmxvgpf hol Ehgo|hgo\fmboidikw Goaph}|pvm|vpf

HG< Foh`df I~fph|gio holV}f

HG6 ^pimvpf G\ Pf}ivpmf}

HG1 Ehohkf Mbhokf}

HG; Go}|hdd hol Hmmpflg|]idv|gio} hol Mbhokf}


80

HG8 Glfo|gaw Hv|ieh|fl ]idv|gio} Lfagof hol hohdw}f offl}$ |i lfmglf |i ehcf ip `vw ip {hg| ip h`holio'

Mio}glfp mie~f|gok |fmbogmhd fmioiegm pg}c hol mi}| `fofag| i~|gio}


126/195

801


Mio}glfp mie~f|gok |fmbogmhd$ fmioiegm$ pg}c hol mi}|%`fofag| i~|gio}

Mio|pid I`jfm|gqf}

HG8/8 Lfagog|gio hol Ehgo|fohomf ia @v}gof}} Avom|giohd hol \fmbogmhd

Pfxvgpfefo|}

HG8/0 Pg}c Hohdw}g} Pf~ip|

HG8/= Afh}g`gdg|w ]|vlw hol Aipevdh|gio ia Hd|fpoh|gqf Mivp}f} ia Hm|gio

HG8/< Pfxvgpfefo|} hol Afh}g`gdg|w Lfmg}gio hol H~~piqhd


80

HG0 Hmxvgpf hol Ehgo|hgo H~~dgmh|gio]ia|{hpf H~~dgmh|gio} lf}gko ! lfqfdi~efo| Gomdvlgok avom|gio ! mio|pid}

Hmmiplgok |i }|holhpl}

Mio|pid I`jfm|gqf} % mio|govfl HG0/1 Ehjip V~kphlf} |i Frg}|gok]w}|fe}


127/195

80;


Hmmiplgok |i }|holhpl}

Mio|pid I`jfm|gqf}

HG0/8 Bgkb%dfqfd Lf}gko

HG0/0 Lf|hgdfl Lf}gko

HG0/= H~~dgmh|gio Mio|pid hol Hvlg|%

h`gdg|w

HG0/< H~~dgmh|gio ]fmvpg|w hol

Hqhgdh`gdg|w

HG0/6 Mioagkvph|gio hol

Ge~dfefo|h|gio ia Hmxvgpfl

H~~dgmh|gio ]ia|{hpf

w

HG0/; Lfqfdi~efo| ia H~~dgmh|gio

]ia|{hpf

HG0/2 ]ia|{hpf Xvhdg|w H}}vphomf

HG0/7 H~~dgmh|gio} Pfxvgpfefo|}

Ehohkfefo|

HG0/8> H~~dgmh|gio ]ia|{hpf

Ehgo|fohomf


80

HG= Hmxvgpf hol Ehgo|hgo \fmboidikwGoaph}|pvm|vpf ^pimf}}f} aip |bf ~dhoofl hmxvg}g|gio$ ge~dfefo|h|gio hol v~kphlf ia |bf|fmboidikw goaph}|pvm|vpf

^pilvm|gio lfqfdi~efo| hol |f}| foqgpioefo|}


128/195

802


^pilvm|gio$ lfqfdi~efo| hol |f}| foqgpioefo|}

Mio|pid I`jfm|gqf}

HG=/8 \fmboidikgmhd Goaph}|pvm|vpf Hmxvg}g|gio ^dho

HG=/0 Goaph}|pvm|vpf Pf}ivpmf ^pi|fm|gio hol Hqhgdh`gdg|w

HG=/= Goaph}|pvm|vpf Ehgo|fohomf

HG=/< Afh}g`gdg|w \f}| Foqgpioefo|


80

HG= Hmxvgpf hol Ehgo|hgo \fmboidikwGoaph}|pvm|vpf Aimv} hpfh H{hpfof}}



129/195

807




Egkph|gio



8=

HG< Foh`df I~fph|gio hol V}f ^pimf}} aip |bf ~pilvm|gio ia limvefo|h|gio hol |phgogok go v}f iah~~dgmh|gio} hol goaph}|pvm|vpf Mio|pid I`jfm|gqf}


130/195

8=>


Mio|pid I`jfm|gqf}

HG


131/195

8=8


F}|h`dg}bgok mio|phm|}$ }|holhpl} \!M}

Mio|phm| iqfp}gkb|'

Mio|pid I`jfm|gqf}

HG6/8 ^pimvpfefo| Mio|pid

HG6/0 ]v~~dgfp Mio|phm| Ehohkfefo|

HG6/= ]v~~dgfp ]fdfm|gio

HG6/< ]ia|{hpf Hmxvg}g|gio

HG6/6 Hmxvg}g|gio ia Lfqfdi~efo| Pf}ivpmf}

HG6/1 Hmxvg}g|gio ia Goaph}|pvm|vpf$ Ahmgdg|gf} hol Pfdh|fl ]fpqgmf}


8=

HG1 Ehohkf Mbhokf} Hdd mbhokf} dikkfl$ h}}f}}fl hol hv|bipg}fl ~pgip |i ge~dfefo|h|gio Pfqgf{ |bf foqgpioefo|} }|h`gdg|w ip go|fkpg|w hkhgo}| ~dhoofl iv|mief}

aiddi{gok ge~dfefo|h|gio


132/195

8=0


aiddi{gok ge~dfefo|h|gio

Mio|pid I`jfm|gqf}

HG1/8 Mbhokf ]|holhpl} hol ^pimflvpf}

HG1/0 Ge~hm| H}}f}}efo|$ ^pgipg|g}h|gio hol Hv|bipg}h|gio

HG1/= Fefpkfomw Mbhokf}

HG1/< Mbhokf ]|h|v} \phmcgok hol Pf~ip|gok

HG1/6 Mbhokf Mdi}vpf hol Limvefo|h|gio


8=

HG1 Ehohkf Mbhokf} Aimv} hpfh H{hpfof}}



133/195

8==




Egkph|gio



8=

]]2 Mbhokf Ehohkfefo|

2 Mbhokf Ehohkfefo|

]mi~f $ miomf~|}$ @fofag|}$ mi}|} ! ~pi`dfe}

Hm|gqg|gf}

^dhoogok hol ge~dfefo|h|gio
http://../SoftwareEngineering/ITIL%20&%20Production%20Disciplines/ITIL/itil%20service%20support/index.htm


134/195

8=2; Dikgmhd Eilfd D|l

k ~

Ef|pgm} hol ehohkfefo| pf~ip|gok

]ia|{hpf |iid}

Ge~hm| ia of{ |fmboidikw

^pimflvpf aip pfxvf}|gok$ mieevogmh|gok ! ~pikpf}}gokmbhokf} |i |bf G\ }fpqgmf} ~ip|aidgi

Aphef{ipc aip lg}mg~dgofl fqhdvh|gio$ ge~hm| h}}f}}efo| ! h~~piqhd) pfjfm|gio

^pimflvpf$ pf}~io}g gdg|gf} hol ~fpaipehomf |hpkf|} f}|h`dg}bfl lvpgok ]DH }f||gok

Pfxvgpf} ho hv|bipg|w hv|bipg}fl |i hkpff mbhokf} |i }fpqgmf mi}|} hol mie~i}g|gio ia }fpqgmf~ip|aidgi

Mbhokf Hlqg}ipw @ihpl MH@': pf~pf}fo|h|gqf} apie G\ hol @v}gof}} {bi h~~piqf mbhokf}

Mdi}fdw dgocfl {g|b Mioagkvph|gio ehohkfefo|


8=

HG; Go}|hdd hol Hmmpflg| ]idv|gio} holMbhokf}

]w}|fe |f}|gok go h pfdfqho| foqgpioefo|

Pfdfh}f ~dhoogok ^piei|gio |i ~pilvm|gio qgh |f}|fl piddiv|

hol egkph|gio go}|pvm|gio}

Mio|pid I`jfm|gqf}

HG;/8 \phgogok

HG;/0 \f}| ^dho

HG; = Ge~dfefo|h|gio ^dho


135/195

8=6


^i}|%ge~dfefo|h|gio pfqgf{

HG;/= Ge~dfefo|h|gio ^dho

HG;/< \f}| Foqgpioefo|

HG;/6 ]w}|fe hol Lh|h Mioqfp}gio

HG;/1 \f}|gok ia Mbhokf}

HG;/; Agohd Hmmf~|homf \f}|

HG;/2 ^piei|gio |i ^pilvm|gio

HG;/7 ]ia|{hpf Pfdfh}f

HG;/8> ]w}|fe Lg}|pg`v|gio

HG;/88 Pfmiplgok hol \phmcgok ia Mbhokf}

HG;/80 ^i}|%ge~dfefo|h|gio Pfqgf{


8=

]]7 Pfdfh}f Ehohkfefo| 8)0

7 Pfdfh}f Ehohkfefo|

Kihd$ }mi~f$ miomf~|}$ `fofag|} ! ~pi`dfe}

^dhoogok hol ge~dfefo|h|gio
http://../SoftwareEngineering/boks%20and%20frameworks/ITIL%20&%20Production%20Disciplines/ITIL/itil%20service%20support/index.htm


136/195

8=1


k ~

Hm|gqg|gf}

^pimf}} mio|pid

Pfdh|gio} |i i|bfp ~pimf}}f}

\iid} }~fmgagm |i |bf Pfdfh}f Ehohkfefo| ~pimf}}

Ge~hm| ia Of{ \fmboidikw

Mbfmcdg}| |i v}f {bfo pfqgf{gok piddiv| ~dho}

]he~df Pfdfh}f Ehohkfefo| i`jfm|gqf} aip lg}|pg`v|fl }w}|fe}


8=

]]7 Pfdfh}f Ehohkfefo| 0)0

^phm|gmf} aip go|pilvmgok bhpl{hpf hol }ia|{hpf go|i v}f

Hm|vhd {ipc pfxvgpfl aip go}|hddh|gio

\phgogok ia v}fp} hol i~fph|ip}
http://../SoftwareEngineering/boks%20and%20frameworks/ITIL%20&%20Production%20Disciplines/ITIL/itil%20service%20support/index.htm

7/23/2019 Enterprise IT Govern

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