Post on 11-Feb-2018
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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ZKHRJQ]H^J^ Z AJIFQENZ
BEGZ@^J^ IQFEKH]EDHIKHC KEZGE
T_JDHME@HT^HĀGH T^QZGIRKH QEN
Rrťjkmj us`ufe sjrvhshrekme reČukersgj iprjlj
pi H^H@ prjpirugele
LJK^IQ= T^ZNJK^=
_rib+nr Nrefeke AjČjmsgh — Rumeg`hme Arekhs`ev TtemČhĆ 2>)1??3
Ajifren, 1?5?+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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, hh ,
LJK^IQ=
_rib+ nr Nrefeke AjČjmsghRumeg`hme, nhp`+hkf
Rekrjnkh pribjsir BIKe
Ā@EKIRH GILHTHMJ=
Nid+ nr Rj`hlhr ůtev`mekhk, nhp`+hkf
_rib+ nr Njmek ThlhĆ, nhp`+hkf
Qjnivkh pribjsir BIKe
Netul inarekj=
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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, hhh ,
Qjzhlj= Qen iphsumj linjrek gikdjpt uprev`mekme H^ us`ufele sjrvhshrekme
reČukersgj iprjlj, zeskivek ke aha`hitjdh kemai`mj pregsj h steknernhle+
Gikdjpt senrŻh pridjs treksbirledhmj g`eshČkif sjrvhse reČukersgj iprjlj, u
linjrku H^ irfekhzedhmu gime pruŻ e previvrjljku H^ us`ufu vhsigif gve`htjte+
G`muČkj rjČh = LjkenŻljkt H^ us`ufele, H^H@, steknernh, treksbirledhme H^
irfekhzedhmj
Eastredt= ^cj pepjr njsdrhajs linjrk dikdjpt ib H^ sjrvhdjs lekefjljkt ,
aesjn ik `harery ib ‐ajst predthdj“ ekn suppirthkf stekn erns+
^chs dikdjpt njsdrhajs treksbirlethik pridjss ib ek H^ irfekhzethik ekn hts
d`esshd eppriedc hk sjrvhdhkf H^ jquhpljkt, hkti linjrk H^ irfekhzethik, ea`j ti
nj`hvjr que`hty H^ sjrvhdjs hk e thlj`y ekn pribjsshike` lekkjr+
Gjy wirns= H^ Tjrvhdjs Lekefjljkt, H^H@, Tteknerns, ^reksbirlethik ib H^
Irfekhzethik
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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, hv ,
Ahifrebhme=
Iskivkh pinedh=
Hlj h prjzhlj= Arekhs`ev TtemČhĆ
Netul h ljsti riċjkme= 54+?6+5861 u Ajifrenu+
Iarezivekmj=
1??3 = Zphsekj Tpjdhme`hsthČgj strugivkj stunhmj, sljr Hktjrkjt tjcki`ifhmj
1??> = Nhp`ilhrekh hkŤjkmjr runerstve, Qunersgi fji`iťgh begu`tjt, Ajifren
5885 = J`jgtritjckhČge ťgi`e ‛Qenj GikČer‐, Ajifren
Qj`jvektki renki hsgustvi=
Nete Nykelhds, Ajifren
sg`epekmj h sjrvhs reČukersghc gikbhfuredhme
M_ ZraekhsthČgh zevin Ajifrene, Ajifren
inrŻevekmj reČukere h ep`hgedhme, hlp`jljktedhme lrjŻkif igruŻjkme
Nhkjrs d`ua hktjrkethike`, Ajifren
inrŻevekmj h sjrvhshrekmj H^ hkbrestrugturj
Nhe`if, Ajifren — C_ Fi`n _rjbjrrjn _ertkjr
sjrvhs ťhrj pe`jtj H^ prihzvine gilpekhmj Cjw`jtt _edgern
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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, v ,
TENQšEM
5+ Zvin …………………………………………………………++++++++++++++++++++++ 5
1+ H^TL h`h ljkenŤljkt H^ us`ufele ………………………………………+ 4
1+5+ Tteknernh ………………………………………………………………+ 2
1+5+5 HTI 1???? ………………………………………………………++ 2
1+1 Linj`h kemai`mj pregsj ………………………………………………++ 3
1+1+5 ůte mj kemai`me pregse9 ………………………………………… 3
1+4 H^H@ aha`hitjge ‐kemai`mj pregsj“ u ljkenŤljktu us`ufele +++++++ 5?
4+ _rhgez H^H@ vi`uljke +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 5>
4+5 Ttretjfhme us`ufe +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 5>
4+5+5+ Gikgurjkdh me h trŤhťkh pristir ++++++++++++++++++++++++++++++++++++++++++++++ 5:
4+5+1+ Rrjnkist us`ufj h kmjki stverekmj ++++++++++++++++++++++++++++++++++++++ 5:4+5+4+ ^hpivh hspiruČh`ede H^ us`ufe ++++++++++++++++++++++++++++++++++++++++++++++ 52
4+5+>+ Bhkekshmsgh LjkenŤljkt ++++++++++++++++++++++++++++++++++++++++++++++++++++++ 52
4+5+:+ LjkenŤljkt _irtbh`he Zs`ufe +++++++++++++++++++++++++++++++++++++++++++++++ 56
4+5+2+ Gete`if Zs`ufe ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 56
4+5+6+ LjkenŤljkt ]ectjvhle +++++++++++++++++++++++++++++++++++++++++++++++++++++ 53
4+5+3+ _egjt Khvie Zs`ufj ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 53
4+1 Nhzemk us`ufe ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 58
4+1+5+ LjkenŤljkt Gete`ife Zs`ufe +++++++++++++++++++++++++++++++++++++++++++ 1?
4+1+1+ LjkenŤljkt Khviil Zs`ufj ++++++++++++++++++++++++++++++++++++++++++++++ 15
4+1+4+ LjkenŤljkt Gepedhtjte ++++++++++++++++++++++++++++++++++++++++++++++++++++++ 15
4+1+>+ LjkenŤljkt NistupkiťĆu +++++++++++++++++++++++++++++++++++++++++++++++++++ 11
4+1+:+ LjkenŤljkt Gikthkuhtjte ++++++++++++++++++++++++++++++++++++++++++++++++++++ 11
4+1+2+ LjkenŤljkt AjzajnkiťĆu Hkbirledhme +++++++++++++++++++++++++++++ 14
4+1+6+ LjkenŤljkt Niaev`meČhle ++++++++++++++++++++++++++++++++++++++++++++++++ 14
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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, vh ,
4+4 Hzljke us`ufe +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 1>
4+4+5+ LjkenŤljkt Hzljkele ++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 1:
4+4+1+ LjkenŤljkt Gikbhfuredhmil h hkbrestrugturil us`ufe +++++++++++ 12
4+4+4+ Ttevgj Gikbhfuredhmj +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 124+4+>+ Thstjl ze ljkneŤljkt gikbhfuredhmele +++++++++++++++++++++++++++++++ 12
4+4+:+ LjkenŤljkt Hznekmhle h itpuťtekmjl us`ufe +++++++++++++++++++++++ 12
4+4+2+ Re`hnedhme us`ufe h tjsthrekmj ++++++++++++++++++++++++++++++++++++++++++++++++++ 16
4+> Rrťjkmj us`ufe +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 13
4+>+5+ LjkenŤljkt Nifeċemhle ++++++++++++++++++++++++++++++++++++++++++++++++++++++ 13
4+>+1+ LjkenŤljkt Hkdhnjkthle ++++++++++++++++++++++++++++++++++++++++++++++++++++++ 18
4+>+4+ Hspukmevekmj zectjve +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 45
4+>+>+ LjkenŤljkt _ria`jlhle ++++++++++++++++++++++++++++++++++++++++++++++++++++++ 41
4+: Gikthkuhreki ukeprjċhvekmj u`sufe ++++++++++++++++++++++++++++++++++++++++++++++++ 44
4+:+5+ Zkeprjċhvekmj us`ufe u sjnel girege +++++++++++++++++++++++++++++++++ 4>
4+:+1+ Ljrjkmj us`ufe …………………………………………………+ 42
4+:+4+ Hzvjťtevekmj i us`ufele ……………………………………++++ 46
>+ _rjf`jn sibtvjrsghc e`ete ze uprev`mekmj H^ us`ufil ………++………… 43
:+ _rhljke H^H@ prjpiruge ke sjrvhs reČukersgj iprjlj …………………+ >5
:+5+ H^H@ u pregsh …………………………………………………………… >5
:+1+ Ttunhme s`uČeme iphs H^ irfekhzedhmj ……+…………………………+ >5
:+4+ Gu`ture H^ irfekhzedhmj ………………………………………………++ >1
:+>+ Ttunhme pis`ivkif s`uČeme …………………………………………… >1
:+:+ Qezrene s`uČeme ………………………………………………………+ >4
:+:+5+ Ttretjťgh rez`izh ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ >4
:+:+1+ Tibtvjrsgh e`eth ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ >>
:+:+4+ _ridjsh ‛kemai`mj pregsj‐ ++++++++++++++++++++++++++++++++++++++++++++++++++++++ >:
:+:+>+ Hlp`jljktedhme +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ >3
:+:+:+ Hzviċjkmj primjgte ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ >8:+:+2+ Linj` pinr ťgj H^ us`ufj +++++++++++++++++++++++++++++++++++++++++++++++ :5
:+:+6+ Linj` hspirugj H^ us`ufj +++++++++++++++++++++++++++++++++++++++++++++++++++++ :1
2+ ]eg`muČeg ……………………………………………………………………+ :>
6+ @htjreture ……………………………………………………………………+ ::
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 5
5+ ZRIN
Qezljke us`ufe mj stere nhsdhp`hke, sterhme in H^me h tjcki`ifhmj gegvu nekes
pizkemjli+ @munh su sj niste nufi, stithkele finhke prj pimevj prvif _D reČukereaevh`h pruŤekmjl us`ufe+
Ivj egthvkisth sj h sene inhfrevemu, seli su vjĆhkil pizhdhikhrekj ukuter
hknustrhmsghc igvhre+ Gene sj rezletremu vhťh khvih rezljkj us`ufe, gegevh su u svjtu
nekeťkmhdj nilhkektekh, liŤj sj uiČhth pitrjae ze uprev`mekmjl h`h ljkenŤljktilus`ufele+
Z sbjrh H^ hknustrhmj, uprev`mekmj h`h ljkenŤljkt us`ufele, prjnstev`me nhsdhp`hku gimesj aevh phtekmhle ljċusiakj zevhskisth linjrkif keČhke pis`ivekme h hkbirledhikhc
tjcki`ifhme, keČhkhle ke gimj sj ivj nvj ia`esth ljċusiaki nipukmumu, gei h
priljkele h pria`jlhle gimh sj mev`memu tigil kmhcivj serenkmj+ _inj`e ke ikj gimh pruŤemu H^ rjťjkme griz rezkj tjcki`iťgj prihzvinj h ikj nrufj,
gimh tj prihzvinj girhstj u svil pis`ivekmu, u kivhmj vrjlj niahme h trjĆu streku, ikj
gimh sj aevj pruŤekmjl H^ us`ufe, keljksgh ia`hgivekhc prjle pitrjaele gikgrjtkj
pis`ivkj irfekhzedhmj+ Ivu rj`ethvki kivu ia`est, hspukmevemu H^ irfekhzedhmj gimj sj
kezhvemu hspiruČhidh H^ us`ufe+
Linjrkhzedhmil H^ tjcki`ifhme, svj vjĆh arim pis`ivkhc gilpekhme u pitpukisth sj ke
kmhc is`ekme+ ^egi mj prhljke kivhc tjcki`ifhme, u nekeťkmjl svjtu arzj rezljkjhkbirledhme, piste`e prjnus`iv uspjťkif pis`ivekme, Čhlj su h H^ us`ufj niah`j ke
zkeČemu+ Hpeg, svj egthvkisth tigil rezljkj H^ us`ufe hzljċu nvj strekj, trjae ne aunu
p`ekhrekj, hlp`jljkthrekj, uprev`mekj h pinrŤevekj ke infiveremuĆj keČhkj, hkeČj ahpis`ivekmj kjgj irfekhzedhmj lif`i trpjth fuahtgj hzreŤjkj u renkhl sethle, vhťim
djkh rene, ugupkhl prhcinhle h nrufhl pi`mhle, zevhski in sbjrj u gimim sj pridjsrezljkj us`ufe invhme+W5\ ^hlj h r ezuljvekmj ne su jbjgthvkj, piuznekj h b`jgshah`kj H^ us`ufj grhthČkj zeuspjc tjguĆjf pis`ivekme h grjhrekmj kivhc pis`ivkhc hkhdhmethve, prjnstev`me mjnek inf`evkhc rez`ife ze svj lesivkhme kestimekme H^ irfekhzedhme, ne sj treksbi rlhťu hztrenhdhike`khc birlh hspiruČh`ede H^ rjťjkme u piuznekj, khsgi triťgivkj privemnjrjH^ us`ufe+W5\
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 1
Itverekmjl kivhc trŤhťte, mev`me sj h svj vjĆe gikgurjkdhme u ivim ia`esth, piťti sj
hspiruČhidh H^ us`ufe, viċjkh pitrjaele gremkmhc girhskhge, svj vhťj utrgumu pi phtekmu
uljťkisth h uspjťkisth u pruŤekmu us`ufe+ RjĆhke H^ irfekhzedhme tigil pridjse treksbirledhmj ahve hz`iŤjke inrjċjkhlrhzhdhle+ Gei mjnek in keČhke ne uspjťki prjarinj hzezivj se gimhle sj suiČevemuu ivil pjrhinu, arimkj H^ irfekhzedhmj vhnj u H^ Tjrvhdjs Lekefjljktu h`h nrufeČhmj,uprev`mekmu H^ us`ufele+
H^ Tjrvhdjs Lekefjljkt h`h greĆj H^TL, prjnstev`me rjbjrjktkh linj` usljrjk ke
hspiruČhvekmj h pinrŤevekmj H^ us`ufe gimj su usg`eċjkj se pis`ivkhl zectjvhle
kjgj gikgrjtkj pis`ivkj irfekhzedhmj+
LjkenŤljkt H^ us`ufele liŤj sj iphseth h gei urjċjkh sgup nhsdhp`hke gimj
iaucvetemu gu`turu, irfekhzedhiku strugturu, pridjsj h e`etj gimh zemjnki
ilifuĆevemu H^ irfekhzedhmh ne rezvhme h hspiruČumj H^ us`ufj vrcuksgif gve`htjte+
Ke mČjťĆj, girhskhgj hktjrjsumu e`eth+ Ljċuthl, girhťĆjkmj e`ete ajz gu`turj uprev`mekmeus`ufele, irfekhzedhmj h`h pridjse mj ceithČki+ Kjipcinki mj stertiveth se gu`turil hpridjshle+ Teli ivh j`jljkth u gilahkedhmh nivinj ni rezvime h h hspirugj
vhsigigve`htjtkj H^ us`ufj+ W5\
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 4
KemČjťĆe njbhkhdhme us`ufj, geŻj ne H^ us`ufe prjnstev`me vrjnkist gimu H^
irfekhzedhme hspiruČumj svimhl g`hmjkthle h gimh in us`ufj iČjgumu inrjĕjkj hscinj,e`h ajz ninetkhc triťgive h rhzhge pi selif g`hmjkte+
_rhlerkh dh`m uprev`mekme H^ us`ufil mj ne sj ishfure usef`eťjkist H^ us`ufj
se pitrjaele pis`ivkhc irfekhzedhme+ H^ trjae ne nj`umj gei pigrjteČ priljke h ne pilifkj treksbirledhmu pis`ivkhc pridjse h pis`ivekme u irfekhzedhmh+
W5\
_ridjsh prjnstev`memu giirnhkhsekj egth vkisth, gimj gilahkumu respi`iŻhvjrjsursj h lifuĆkisth ukuter H^ irfekhzedhmj, vrťj kmhcivu hlp`jljktedhmu h geirjzu`tet ivhc egthvkisth prihzvinj vrjnkist ze gremkmj girhskhgj+
1+ H^TL H@H LJKENšLJK^ H^ ZT@ZFELE
LjkenŻljkt H^ Zs`ufele #H^ Tjrvhdj Lekefjljkt h`h greĆj H^TL( u ia`esth
Hkbirledhikhc tjcki`ifhme liŤj sj iphseth gei uprev`mekmj sgupil pridjse gimh su u
ljċusiakil senjmstvu se dh`mjl ne iajzajnj gremkmj us`ufj+
_ridjsh su ljr`mhvh, h kmhcivhl ljrjkmjl, liŤjli zeg`muČhth ne `h su jbhgeskh h vrťj `h
svimu bukgdhmu+ _ridjsh tegiċj prjnstev`memu iskivu ze hspirugu H^ us`ufe h njbhkhťupitrjakj u`ifj h infivirkisth ljċu H^ isia`mjl h pis`ivkhl g`hmjkthle+ Ikh sj aevj h
uprev`mekmjl niaev`meČhle h pertkjrhle ke gimj sj H^ irfekhzedhme is`ekme+
^jrlhk H^TL sj girhsth u ťhrjl slhs`u, girhstj fe arimkj ljtinj gimj sj zeskhvemu kekmjlu h`h H^ gilpekhmj gimj kmjfivil upitrjail Ťj`j ne hstegku svimu zrj`ist u H^
ljkenŤljktu+
Zprevi th gremkmh hscinh ukuter sbjrj kmhcivif pis`ivekme, gimj g`hmjkth Ťj`j ne pisthfku,prjnstev`memu f`evku lithvedhmu ze girhťĆjkmj infiveremuĆj us`ufj+ Rrjnkist kjgj
us`ufj ze kmjkif girhskhge u nhrjgtkim mj rj`edhmh se istverjkmjl iČjghvekif hscinekeste`if upitrjail tj us`ufj+
_i tilj, liŤjli rjĆh ne ljkenŤljkt H^ us`ufele pileŤj hspiruČhidu H^ us`ufe
ne ai`mj ‐rezulj“ ťte kmjfivj us`ufj u stverh pruŤemu g`hmjktu, ne `h ikj hspukmevemuiČjghvekme g`hmjkete h gegi selh g`hmjkth niŤhv`mevemu vrjnkist ivhc us`ufe+
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >
_revh jbjgth gimj prhljke LjkenŻljkte H^ us`ufe nikish hspiruČhidu H^ us`ufe h
kmjfivhl g`hmjkthle lifu sj sef`jneth griz kjgj in s`jnjĆhc stevgh=
us`ufj su sgrimjkj prjle zectjvhle g`hmjkte,
ljċusiake gilukhgedhme mj tjrlhki`iťgh prh`efiċjke g`hmjktu
mesek iphs us`ufe h kmhcivhc jbjgete, niguljktivek h njbhkhsek ufivirhle,
meski njbhkhseke djkivke pi`hthge h triťgivh
iajzajċjke nistupkist h piuznekist H^ us`ufe
H^ gilpekhme prhljkil H^TL linj`e piai ̀mťeve svimj pis`ivekmj hzljċu isteif hgriz=
rezvim meskhmj h jbjgthvkhmj hkbrestrugturj
vjĆu giktri`u ken svimil hkbrestrugturil h us`ufele
Gikdjpt LjkenŻljkte H^ us`ufe sj liŤj iphseth h piliĆu ‐>_“ etrhaute+ Ivh etrhauth
sj njbhkhťu ke s`jnjĆh keČhk=
_ertkjrs ) pertkjrh h niaev`meČh=
Espjgt hsthČj veŻkist inkise se pertkjrhle h spi`mkmhl niae`meČhle h sef`jneve ke gimj keČhkj ikh niprhkisj uspjťkil pruŻekmu us`ufe
_jip`j ) `munsgh begtir=
Isvrt ke `munsgh begtir u pridjsu pruŻekme us`ufe+ ^u spene H^ isia`mj ukuter
gilpekhmj, pis`ivkh g`hmjkth h`h ah`i gime hktjrjske streke+
_rinudts ) prihzvinh
Espjgt sj inkish ke H^ us`ufj, sibtvjr h cernvjr, respi`iŻhvh aunŻjt, e`etj
_ridjss ) pridjsh
Isvrt ke ‐g`muČ u rugj“ linj` hspirugj us`ufe, zeskivek ke pridjskhl
tigivhle+
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | :
Hsprevki h gve`htjtki spriviċjkmj H^TL linj`e u pregsh, iajzajċumj ne sj svh ivhespjgth hlemu u vhnu ťti mj nji ste`kif ukeprjċhvekme H^ irfekhzedhmj+
H^TL rjbjrjktkh linj` prjnstev`me h pitpuki hktjfrhseku lepu H^ pridjse ke
kemvhťjl khviu+ Kmjfivil prhljkil mj nigezeki ne mj kjpridjkmhv ze gilpekhmj
ťhril svjte gimj tjŤj ne rezuljmu svimj pria`jlj vjzekj ze `munj, pridjsj htjcki`ifhmu gei h ne pitil rezlitrj lifuĆe rjťjkme+ W5\
Gei rjbjrjktkh e`et, linj` iajzajċumj gicjrjktki prjnstev`mekmj H^ pridjse iahČkhl mjzhgil, ČhkjĆh fe girhskhl u gilukhgedhmh hzljċu zehktjrjsivekhc streke gimjuČjstvumu u njbhkhsekmu zectjve, treŤjkmu rjťjkme h hlp`jljktedhmh H^ pridjse+
H^TL rjbjrjkth linj` mj b`jgshah`ek+ LiŤj sj prhljkhth ke ah`i gimu H^ irfekhzedhmu, ajziazhre ne `h mj seliste`ke h`h mj nji vjĆj giljrdhme`kj irfekhzedhmj , v`enhkj h`h
iarezivkj hksthtudhmj+
T`hge 5+5 — Ttea`i pis`ivkhc dh`mjve, hzvir W:\
DH@MJRH
_IT@IRKHC
IQFCEKH]EDHME
_IT@IRKH
_QIDJTH
HT_IQZGE
H^ ZT@ZFE
LJKENšLJK^
H^ ZT@ZFELE
GEGI Hů^E9
]Eů^I 9
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 2
1+5+ Tteknernh
1+5+5+ HTI 1????
HTI)HJD 1???? prjnstev`me hktjrkedhike`kh steknern ze uprev`mekmj H^TL
pridjshle+ Gei ipťtj prhzket sjrthbhget, ik pitvrċumj ne H^ irfekhzedhme hspukmevepitrjakj prjnus`ivj ne uprev`mekmj H^ pridjshle vrťh u sg`enu se kemai`mil pregsil+
Tvrce steknerne mj ne prilivhťj hktjfredhmu pridjse, Čhlj sj pisthŤj uprev`mhve H^
us`ufe njbhkhseke prjle pitrjaele gremkmjf girhskhge+
Ne ah sj rezvhi h niahi gve`htjtek shstjl ze uprev`mekmj us`ufele, pitrjaki mj meskeinrjċjkist H^ irfekhzedhmj, njbhkhsekh dh`mjvh h pi`hthge, njbhkhsekh h hsp`ekhrekh pridjsh hrjnis`jn kmhcivif invhmekme+ Tcinki svimil keljkh, ze ivem steknern pistimh ťhrigihktjrjsivekmj mjr umjnki prjnstev`me ljru spisiakisth H^ gilpekhmj+
T`hge 1+5+ _ridjs uprev`mekme us`ufil, prjle HTI 1???5=1??:, hzvir W1\
Tteknern HTI 1???? usvimjk mj 1??:+ finhkj, h uz le`j hzljkj u pitpukisth sj
zeskhve ke prjtcinkil steknernu AT 5:???+ Tteknern sj u suťthkh sestimh in nvef`evke nj`e, h ti su= HTI)HJD 1???? pert 5 = Tjrvhdj Lekefjljkt , gei h = HTI)HJD
1???? pert 1 = Dinj ib _redthdj+
_rvh nji steknerne nikish khz spjdhbhgedhme vjzekhc ze pridjsj u uprev`mekmu H^
us`ufele, gimj liremu ahth hspukmjkj, ne ah sj istverh`e HTI 1???? sjrthbhgedhme+
_ridjsh Hspirugj Zs`ufj
LjkenŤljkt Gepedhtjtil LjkenŤljkt Khviil Zs`ufj LjkenŤljkt AjzajnkiťĆu Hkbirledhme
LjkenŤljkt Gikthkuhtjtil Hzvjťtevekmj i Zs`uzh AunŤjt h QeČukivinstvi ze H^ Zs`ufj
h Qespi`iŤhviťĆu Zs`ufj
_ridjsh _uťtekme
LjkenŤljkt puťtekmjl
_ridjsh Inkise
LjkenŤljkt _is`ivkhl Inkishle
LjkenŤljkt HspiruČhidhle
_ridjsh Qjťevekme
LjkenŤljkt Hkdhnjkthle
LjkenŤljkt _ria`jlhle
_ridjsh uprev`mekme
jkenŤljkt gikbhfuredhmil LjkenŤljkt _riljkil
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 6
Nrufh nji steknerne svimhl gikdjptil prjpiruČumj ne sj uprev`mekmj H^ us`ufelevrťh pi ljtinele ‛kemai`mj pregsj‐+ Iphs kemveŤkhmhc ljtine kemai`mj pregsj mj net u
kerjnkil pif`ev`mu+ Tteknern HTI 1???? pripefhre ljtini`ifhmu ‛_`ekNiDcjdg Edt‐ gime sj liŤj prhljkhth ke svj pridjsj+ Ive ljtini`if h me sj liŤj prhgezeth kes`jnjĆh keČhk h u iskivkhl drtele=
_`ek= _`ekhrem — Z tvrĕhvekmj dh`mjve h pridjse Čhme rje`hzedhme mj kjpicinke ze
hspirugu rjzu`tete gimh Ćj ahth u sg`enu se g`hmjktivhl zectjvhle h gilpekhmsgil pi`hthgil i us`uzh+
Ni= _rhljkh — Hlp`jljkthrekmj pridjse+
Dcjdg= _rivjrh — Giktri`e pridjse h us`ufe kmhcivhl kenziril h ljrjkmjl,utvrĕhvekmj ne `h su u sg`enu se njbhkhsekhl dh`mjvhle, zectjvhle h hzvjťtevekmji niahmjkhl rjzu`tethle+
Edt= Tprivinh — _rjnuzhlekmj egthvkisth ke gikthkuhrekil ukeprjĕhvekmu pjrbirleksh pridjse+
T`hge 1+1+ — ‛_`ekhrem, _rhljkh, _rivjrh, Tprivinh‐ ljtini`ifhme ze uprev`mekmj pridjsil H^ us`ufj, prjle HTI 1???5=1??:, hzvir W1\
Z_QER@MEKMJ ZT@ZFIL
INFIRIQKIT^ LJKEN LJK^E
_@EKHQEKMJ
Zprev`mekmj us`ufil
_QHLJKE
Zprev`mekmj us`ufil
_QIRJQE
kenzir,ljrjkmj, idjke
T_QIRIğJKMJ
piai`mťekme
_is`ivkh
zectjvh
]ectjvh
g`hmjkete
]ectjv zekivu )
hzljkmjku us`ufu
Iste`h
pis`ivkh
pridjsh
Tjrvhskh
njsg
Nrufh H^
pridjsh
_is`ivkh
rjzu`teth
]enivi`mstvi
g`hmjkete
Kive h`hhzljkmjke
us`ufe
Nrufh pis`ivkh
pridjsh
]enivi`mstvithlive h svhczepis`jkhc
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 3
1+1 Linj`h kemai`mj pregsj
1+1+5+ ůte mj ‛kemai`me pregse‐ 9
Z svil renu, tigil hspirugj us`ufe, H^ irfekhzedhmj bukgdhikhťu ukuter arzhc,
nhkelhČkhc igruŤjkme, ťti keljĆj ste`ku pitrjau ze eneptedhmil ke kivj us`ivj h ze
sthdekmj kivhc zkekme+ Z kjghl rezvhmjkhl zjl`mele Čeg su h v`enhkj efjkdhmj h
kjpribhtkj irfekhzedhmj ug`muČjkj u pridjs prjkise zkekme h hsgustve i jbhgeskiskil
pis`ivekmu, Čhlj pistemu ninetke gikgurjkdhme H^ gilpekhmele+
Hz ivegvhc h s`hČkhc rez`ife H^ irfekhzedhme ke`ezh ze kjipcinki ne svimj egthvkisth
ste`ki pispjťumj+ ^ene piČhkmu ne sj vrťj eke`hzj gikgurjktkisth h peŤ`mhvi eke`hzhremupripusth h s`eaisth u sipstvjkim pikunh us`ufe u dh`mu pisthzekme h inrŤevekmegikgurjktkisth+
Mjnek in kemČjťĆj prhcveĆjkhc keČhke ne sj ivj egthvkisth uspjťki hzvinj mj
usvemekmj hsgustve h prhkdhpe ‐kemai`mj pregsj“+
Z iskivh, linj` ‐kemai`mj pregsj“ izkeČeve sgup nigezeki kemai`mhc, griz pregsu
pitvrĕjkhc keČhke ze uprev`mekmj H^ us`ufele+
Z nekeťkmj vrjlj pistimh vhťj rezreċjkhc h u rje`kisth privjrjkhc linj`e ‛kemai`mjpregsj‐, gimh sj miť kezhvemu h igvhrh #breljwirgs( h`h ljtinj ‛kemai`mj pregsj‐+ Tvh ivh
linj`h prjnstev`memu vinhČj H^ gilpekhmele griz pridjsj irfekhzivekme,
hlp`jljktedhmj h ukeprjċhvekme egthvkisth igi hspirugj us`ufe+
_rhljre hleli u vhnu aha`hitjgj DIAH^, ‛Diktri` Iamjdthvjs bir Hkbirlethik ekn
rj`etjn ^jdcki`ify Iamjdthvjs‐ gimu mj iskive`e bhrle ‛Hkbirlethik Tystjls Eunht
ekn Diktri` Essidhethik #HTEDE(‐ gei h hksthtut ‛H^ Fivjrkekdj‐ tigil 5882+ finhkjh`h rez`hČhthc linj`e uprev`mekme pridjshle gei ťti su DLLH #‛Depeah`hty Leturhty
Linj` Hktjfrethik‐(, Aushkjss pridjss lekefjljkt, Thx Thfle h`h LIB #LhdrisibtIpjrethiks Breljwirg(+
Hzvirh ‐kemai`mj pregsj“ lifu prhpeneth mevkhl niljkhle, e lifu pithdeth h hz
v`eskhČghc niljke kjghc irfekhzedhme h`h pimjnhkede+
Hzvirh ukuter mevkif niljke su u vhťjstrugim prjnkisth ken hzvirhle zkekme Čhmj mjpirjg`i ukuter v`eskhČgif niljke, e ivnj su kevjnjkj kjgj in piljkuthcprjnkisth=
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 8
zkekmj h hsgustvi hz v`eskhČgif niljke mj hsuvhťj vjzeki ze gikgrjtkjshtuedhmj u irfekhzedhmele gimj su kmhcivh v`eskhdh h zeti hc khmj `egi prhljkhth h`h
prjkjth ke nrufu shtuedhmu u ipťtjl s`uČemu+
v`eskhČgi zkekmj iaucvete uzeg giktjgst ze spjdhbhČkj pis`ivkj pitrjaj hkjle jbjgte ze nrufj irfekhzedhmj hzuzjv egi sj renh i vjile s`hČkimpria`jlethdh+
v`eskhdh zkekme hz v`eskhČgif niljke iČjgu bhkekshmsgu gilpjzedhmu ze svimjnufiriČkj hkvjsthdhmj h sprjlkh su ne svime hsgustve pinj`j seli ugiljrdhme`kil giktjgstu griz `hdjkdkj ufivirj h nhrjgtku prinemu zkekme+
mevki nistupkh niljkh zkekme h pretjĆh steknernh gei ťti su H^H@, DIAH^#DIktri` IAmjdthvjs bir H^(, DLLH, jTDLT_, _QHKDJ1, HTI 8???, HTI1????
h HTI16??5 su pitvrċjkh h privjrjkh u ne`jgi ťhrjl respiku pis`ivkhciguŤjkme h shtuedhme kjfi ťti ti liŤj ahth hsgustvi hz uŤjf niljke pimjnhkjirfekhzedhmj+
zkekme h hsgustve hzkjsjke ukuter mevkif niljke pri`ezj arimkj rjvhzhmj h
ukeprjċjkme in strekj dj`j zemjnkhdj gime hc girhsth h ke kmhc sj is`ekme+
zkekme hz mevkif niljke su nistupke kemťhrim pua`hdh seČhkmjkim in vj`hgif
arime pribjshike`ede, e nistupkh su h shstjlh sjrthbhgedhmj h jnugethvkh trjkhkzh+
Irfekhzedhmj gi mj ke kjgh keČhk zeiah`ezj hzvirj zkekme hz mevkif niljke, lifusjaj tegvil pregsil nivjsth u `iťhmu pizhdhmu+ Z ipťtjl slhs`u, irfekhzedhmj trjaene rezvhmemu svime v`eskhČge zkekme h hsgustve, e`h prvjkstvjki pivrc zkekme hsteknerne hz mevkif niljke+ Terenkme h unruŤjkh ren irfekhzedhme su `egťh egiljċusiaki nj`j zkekme h hsgustve+
T`hge 1+4 — _izhdhme steknerne h H^H@e u irfekhzedhmh, hzvir W5\
Gegi renhth u
gikgrjtkim
irfekhzedhmh9
Tteknern
Kemai`me pregse
_rhljkmjk shstjl
Irfekhzedhikh priphsh h pridjnurj
Tteknern
Kemai`me pregse
_rhljkmjk shstjl
Irfekhzedhikh priphsh h pridjnurj
Šte trjae renhth9 HTI 1????Šte trjae renhth9 HTI 1????
Gegi Ćj sj renhth9 H^H@Gegi Ćj sj renhth9 H^H@
Gegi renhth u
pimjnhkim ia`esth9
Gegi renhth u
pimjnhkim ia`esth9
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 5?
1+4+ H^H@ , aha`hitjge ‐kemai`mj pregsj“ u ljkenŻljktu us`ufele _rhgezh neth u ivil renu zeskhvemu sj ke mjnkim in kempipu`erkhmhc aha`itjge
‐kemai`mj pregsj“, pin kezhvil ‐Hkbirlethik ^jdcki`ify Hkbrestrudturj @harery “ h`hsgreĆjki H^H@+
H^H@ prjnstev`me mjnek in prhstupe uprev`mekmu H^ us`ufele+ Z til slhs`u H^H@ mj sgup
niguljktivekhc senrŻeme gimh iphsumu kemai`mu pregsu u pruŻekmu H^ us`ufe+
Z svimhl iphshle H^H@ stev`me tjŤhťtj ke gikstektki inljrevekmj h ukeprjċhvekmjgve`htjte us`ufe, ikegi gegi sj ikj sef`jnevemu h hz uf`e hspiruČhide us`ufj, e`h h hz
uf`e g`hmjkte+ Ivegev prhstup pria`jlethdh nikji mj svjtsgh uspjc H^H@u ťti sj
pitvrnh`i griz lkifj uspjťkj primjgtj u irfekhzedhmele gimj su prhljkh`j hprhljkmumu ivem gikdjpt+
H^H@ mj u piČjtgu, u prvim vjrzhmh, prjnstev`mei hznekmj in strekj tj`e ukuter arhteksgj
v`enj, pin hljkil IFD #Ibbhdj ib Fivjrkljkt Dilljrdj(, gimj mj svimu prhljku
uf`evkil hle`u u Rj`hgim Arhtekhmh h Ci`eknhmh+
Ivi hkhdhme`ki hznekmj, sestime`i sj in 45+ gkmhfj gimj su pig`epe`j svj espjgtj u
niljku hspiruge us`ufe h u piČjtgu mj ah`i keljkmjki ze upitrjau u vj`hgilgirpiredhmele+
Nrufe, rjvhnhreke h seŤjthme vjrzhme H^H@v1, pimevh`e sj u vhnu sjnel gkmhfe u pjrhinu
1???+ ni 1??>+ finhkj+ _iste`e mj prhcveĆjke ťhril svjte h prjnstev`me`e mj iskivu zelkifj H^ irfekhzedhmj gimj sj aevj hspirugil us`ufe+
^igil 1??6+ finhkj, pimevh`e sj trjĆe miť seŤjthme h linjrkhme vjrzhme H^H@ e, gime sj
sestimh in pjt gkmhfe gimj iphsumu Ťhvitkj dhg`usj H^ us`ufj+
]e rez`hgu in nrufj vjrzhmj, gime mj iphshve`e pridjsj u hspirudh H^ us`ufe, kive, trjĆevjrzhme H^H@v4, ivj pridjsj sljťte ukuter pjt iskivkhc Ťhvitkhc dhg`use H^ us`ufj+
Z pregsh sj Čjsti mev`me zeauke igi rez`hge hzljċu H^H@ linj`e ‐kemai`mj pregsj“ hsteknerne HTI 1????+ Z nikmim teaj`h su kevjnjkj kjgj in suťthksghc rez`hge=
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 55
H^H@ HTI ) HJD 1????
Ljtin ) _regse Tteknern
Iphsumj pridjsj _riphsumj pitrjakj pridjsj #pert 5(
Aevh sj pridjshle h egthvkisthle Aevh sj giktri`il u uprev`mekmu
Kj pimeťkmeve gegi ne sj uprev`me pridjshle _isjake sjgdhme i zectjvhle shstjle uprev`mekme
^jŤhťtj ke Ťhvitkil dhg`usu us`ufj ^jŤhťtj ke giktri`h pridjse
^eaj`e 1+5+ — Qez`hgj hzljĕu H^H@e h HTI 1????, hzvir W2\
_ipu`erek keČhk ze iphs H^H@v4 strugturj mj piliĆu gruŤkif tige dhg`use H^ us`ufe+LiŤj sj uiČhth ne us`ufe pri`ezh griz Čjthrh iskivke stekme gime Čhkj Ttretjfhme us`ufju djktru tige, Nhzemk us`ufj, Hzljke us`ufj h Rrťjkmj us`ufj, nig hc svj igruŤumjpjti stekmj, Gikthkuhreki ukeprjċhvekmj us`ufj+
T`hge 1+>+ GruŻkh tig H^H@, hzvir W4\
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 51
_reĆjkmjl Ťhvitkhc dhg`use H^ us`ufe, liŤj sj prhljthth ne su svj us`uŤkj egthvkisthh`h rjťjkme u piČjtgu hkhdhreke kjgil prjtcinkil pitrjail u pridjsu pis`ivekme+ Ke
nikmim s`hdh prhgezekj su g`muČkj rj`edhmj, u`ezh h hz`ezh hz svegif in Ťhvitkhc dhg`use H^us`ufj+
T`hge 1+:+ _ri`ez griz Żhvitkj dhg`usj H^ us`ufj, hzvir W4\
H^H@ girhstj lkifj irfekhzedhmj ťhril svjte gei hzvir prhljre niarj pregsj u
ljkenŤljktu us`ufele+ Te nrufj strekj, steknern HTI)HJD 1???? prjnstev`mezvekhČkh h ukhvjrze`kh steknern keljkmjk irfekhzedhmele gimj Ťj`j ne kmhcivjlifuĆkisth u pruŤekmu us`ufe aunu prjpizketj h sjrthbhgivekj+
Neg`j, nig HTI)HJD 1???? prjnstev`me steknern gve`htjte u pruŤekmu us`ufe gimh trjaenisthĆh h inrŤeveth, H^H@ mj seČhkmjk in girhskhc h pitrjakhc zkekme ze nisthzekmj ivif
steknerne+
T h s t j l z
e u p
r e v ` m e k m j z k e k m j l i
H ^ u s ` u z h
u g ` m u Č u m u Ć h _ i r t b h ` h i u s ` u f e h G e t e ` i f u s ` u f e
]ectjvh G`hmjkth ) _is`ivkj irfekhzedhmj
Ttretjfhme Zs`ufe
Nhzemk Zs`ufe
Hzljke Zs`ufe
Rrťjkmj Zs`ufe
Gikthkuhreki Zkeprjċhvekmj Zs`ufe
Ttretjfhmj
_i`hsj
Qjsursh h ifrekhČjkme
Qjťjkme Nhzemke
Erchtjgturj
Tteknernh
_`ekivh Hzljke
^jsthrekmj
Nipuke zkekme
Rrťjkmj Zs`ufe
Egthvkisth h_`ekivh
Zkeprjċhvekme
Ipjrethvkh _`ekivh
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 54
H^H@ aha`hitjge seČhkmjke mj in s`jnjĆhc sjfljkete= H^H@ iskivkh = prjnstev`me vinhČ kemai`mj pregsj u ipťtjl slhs`u, ze svj thpivjirfekhzedhme gimj pruŤemu us`ufj pis`ivkil sjgtiru
H^H@ nipuksgh vinhČ = nipuksgh sgup hznekme se uputstvhle vjzekhl ze
spjdhbhČkj sjgtirj hknustrhmj, thpivj irfekhzedhme, ipjrethvkhc linj`e h
tjcki`iťghc erctjgture
Iskivkh h f`evkh nji H^H@e sj sestimh in pjt pua`hgedhme+ Tvege in ivhc pua`hgedhme
prjnstev`me vinhČ pitrjaek ze hktjfrhsek prhstup gegi ti zectjve steknern HTI)HJD1???? u svimim steknernkim spjdhbhgedhmh=
Ttretjfhme us`ufe
Nhzemk us`ufe
^rekzhdhme us`ufe
Rrťjkmj us`ufe
Gikthkue`ki ukeprjĕhvekmj us`ufe
Letjrhme gimh sj iareċumj u svegil in iv hc hznekme liŤj hleth hzreŤjk uthdem kenj`itvirkist H^ irfekhzedhmj gime sj aevh hspirugil H^ us`ufe+
Iskivkh, mjzfrjkh nji H^H@e mj prjnstev`mjk griz Ťhvitkj dhg`usj+_rhgezekh Ťhvitkh dhg`ush su htjrethvkh h vhťjnhljkzhike`kh h gei tegvh nemu prh`hgu ne sjzkekme hz mjnkj ia`esth tjlj`mki utvrċumu, e ne sj hstivrjljki sthČu h kive zkekme hz
nrufj ia`esth+
Keljke iskivkif nj`e H^H@e mj ne sj birlhre Čvrste iskive ze egthvkisth gimj tjgni`ezj u kerjnkhl bezele hspirugj us`ufe h ne sj miť ke piČjtgu iv`ene prhkdhphle,ljtinele rene h pitrjakhl e`ethle+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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T t r e k e | 5>
4+ _rhgez H^H@ vi`uljke
4+5 Ttretjfhme us`ufe
Tvrce h keljke
_iČjtke, u`ezke beze H^H@ ljtini`ifhmj, pin kezhvil Ttretjfhme us`ufe #Tjrvhdj
Ttretjfy ( prjnstev`me teČgu u gimim sj rezreċumu h njbhkhťu aezhČke phtekme h pistevgj ubukgdhikhsekmu H^ irfekhzedhmj+
Zprevi ke ivil ljstu sj in tegvj irfekhzedhmj zectjve ne prjhsphte svimj
niteneťkmj pis`ivekmj h svimj rezuljvekmj ikife ťti kunh gei svim prihzvin+
Egi mj tem prihzvin prjnstev`mjk u vhnu H^ us`ufe, pitrjaki mj ishfureth ne H^
irfekhzedhme gime hc pruŤe, niari rezulj pirhvj h hktjrjsj svimhc g`hmjkete gene hc ikh
zetreŤj+ _itrjaki mj ne rezulj ne pis`ivkh g`hmjkt kj gupumj us`ufu, ik gupumjpis`ivku sethsbegdhmu gimu te us`ufe pruŤe+
H^ irfekhzedhme gime pruŤe us`ufj, liŤj jbhgeski ne prjpizke pitrjaj g`hmjkete, tjg
egi hc prvi rezulj h uspjťki njbhkhťtj+ Ike lire ne zke, gene sj h zaif Čjfe ivjpitrjaj mev`memu, ne prjpizke kivj pitjkdhme`kj g`hmjktj h ne hle dj`ivhtu prjnstevu i
tilj ťte in kmj iČjgumu nekeťkmh pis`ivkh g`hmjkth+
Gene uspjťki infivirh ke g`muČke phtekme i svimhl egthvkisthle, privemnjr H^ us`ufe
ai`mj rezulj h H^ trŤhťtj u igvhru gife ipjrhťj h uspjťki zeuzhle infiveremuĆustretjfhmu prjle gikgurjkdhmh se gimil nj`h trŤhťtj+
^hlj vi`uljk Ttretjfhme us`ufe pizhdhikhrek u iskivh H^H@v4 Ťhvitkif dhg`use, pruŤe
nufiriČkj sljrkhdj privemnjrhle H^ us`ufe pi phtekmu birlhrekme meskj stretjfhmj h
prjdhzkif rezuljvekme kjghc in s`jnjĆhc phtekme=
gimj us`ufj trjae pikunhth,
gilj tj us`ufj trjae pikunhth,
pi gimhl Ćj grhtjrhmulhle g`hmjkth inljreveth vrjnkist pikuċjkhc us`ufe, gei h
lkifhc nrufhc
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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T t r e k e | 5:
G`muČkh gikdjpth
4+5+5+ Gikgurjkdhme h trŤhťkh pristir
^r Ťhťkh pristir sj zeigruŤumj piliĆu sgupe pis`ivkhc dh`mjve gimj pikuċjke H^
us`ufe liŤj ne hspukh+ Tpisiakist ne sj pis`ivkh dh`mjvh hspukj, njbhkhťj vj`hČhkutrŤhťte H^ us`ufj+ Ājsti u pregsh khmj nivi`mki rezmeťkmjki gegi kjge H^ us`ufebirlhre vrjnkist ze g`hmjkte+
Zs`ufj sj Čjsti iphsumu seli griz lifuĆkisth gimj lifu ne pikunj ahzkhsu, ajznjte`me gegi tj lifuĆkisth lifu ne sj upitrjaj u gikgrjtkil s`uČemu+ _is`ivkhg`hmjkth rezuljmu h djkj seli ikj us`ufj gimj hl iČhf`jnki girhstj griz uvjĆekmj
pribhte, pjrbirleksh u renu h`h gremkmjf ah`ekse+
_rhljrh ivegvhc us`ufe u pregsh hle lkifi, kjgh in kmhc su gene=
aekgersgh efjkth girhstjĆh H^ us`ufj hlemu zkeČemki arŤh prhstup reČukhlesvimhc g`hmjkete
ik`hkj pridjsir p`eĆekme piliĆu H^ us`ufj kunh lkiťtvi lifuĆkisth zep`eĆekmj pitjkdhme`khl gupdhle
jgiljrd strekhde hle nhrjgtku vjzu se ljkenŤlkjkt shstjlil lethČkjprinemkj guĆj, htn+
_is`ivkh g`hmjkth renhmj ahremu H^ us`ufj gimj ze kmhc prjnstev`memu lekmh bhkekshmsgh
hzneteg h nikisj lekmh pis`ivkh rhzhg+ Te nrufj strekj, H^ gilpekhmj se hzfreċjkhlstretjťghl prhstupil, spisiakj sj ne grjhremu ivegvj us`ufj+
RjĆhke pikuċeČe H^ us`ufe ahve hz`iŤjke gikgurjkdhmh in strekj nrufhc pikuċeČe ketrŤhťtu+ Tvh ivh pikuċeČh H^ us`ufe nj`umu ukuter hktjrkhc h`h jgstjrkhc trŤhťte h liremu
sj trunhth ne istverj pitpukhmj rezuljvekmj nhkelhgj trŤhťte in svimj gikgurjkdhmj h
selhl thl ai`mj rezuljvekmj pitrjae g`hmjkete+
4+5+1+ Rrjnkist us`ufj h kmjki stverekmj
Njbhkhťj sj prjle uf`u hz gife pis`ivkh g`hmjkth vhnj kmjki uČjťĆj u istverhvekmusvimhc pis`ivkhc dh`mjve+ Ttretjfhme sj ivnj if`jne u pikunh us`ufe gimj Ćj uČhkhth H^gilpekhmu mjnhkstvjkil ze svimj pis`ivkj g`hmjktj h Čhmj us`ufj pi gve`htjtu h
mjnhkstvjkhl geregtjrhsthgele gikgurjkdhme kj liŤj `egi ne keniljsth+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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4+5+4+ ^hpivh hspiruČh`ede H^ us`ufe
^H_ 5 — ukutreťkmh h`h hktjrkh hspiruČh`ed H^ us`ufe= prvh thp hspiruČhide mev`me sj uigvhrhle pis`ivkhc irfekhzedhme h zenuŤjk mj ze ips`uŤhvekmj pitrjae mjnkif h`h vhťj
pis`ivkhc inj`mjkme+ Bhkekshremu sj in strekj pis`ivkj irfekhzedhmj gimim prhpenemu+
_rjnkist ivif ia`hge mj ťti ilifuĆeve Čvrsti pivjzhvekmj se pis`ivkhl g`hmjkthleajz rhzhge h triťgive gimj pretj nrufj ia`hgj hspiruČh`ede+
^H_ 1 nj`mjkh hspiruČh`ed H^ us`ufe= nrufh thp hspiruČhide mj nj`il ukuter
girpirethvkj irfekhzedhmj, e`h khmj u pitpukisth hktjfrhsek u kmu+ Ivem thp privemnjre
hkeČj pizket h gei TTZ #scerjn sjrvhdj ukht( hle sipstvjku uprev`meČgu strugturu h
ukutreťkme, girpirethvke, pis`ivke inj`mjkme ips`uŤumj gei h svj iste`j pis`ivkjg`hmjktj ke itvirjkil trŤhťtu+
^H_4 — spi`meťkmh h`h jgstjrkh hspiruČh`ed H^ us`ufe= trjĆh thp hspiruČhide njmstvumj
kjzevhski in kjgj pis`ivkj irfekhzedhmj h us`ufj pruŤe vjĆjl arimu pis`ivkhcg`hmjkete hz rez`hČhthc irfekhzedhme+ LiŤj ne pikunh H^ us`ufj pi gikgurjktkhldjkele+
_isletreki se nrufj strekj, arimkhl pis`ivkhl girpiredhmele mj hspethvhmj ne us`ufj
gupumu in spi`meťkmhc hspiruČh`ede us`ufe kjfi ne bhkekshremu svime H^ inj`mjkme+
Z pregsh sj srjĆu pinmjnkegi sve trh ia`hge hspiruČh`ede+
G`muČkh pridjsh
4+5+>+ Bhkekshmsgh LjkenŤljkt
Bhkekshmsgh ljkenŻljkt #Bhkekdhe` Lekefjljkt( gei sestevkh nji strugturj
hspiruČhide H^ us`ufe, svimil prhljkil pruŤe ai`mh uvhn u ipjrethvkj spisiakisth
zeskivekj ke bhkekshmsghl lifuĆkisthle, piai`mťeve teČkist pridjkj, prjnvhċekme hpinpileŤj u pridjshle nikiťjkme ‐peljtkhc“ in`uge+
Ivem thp ljkenŤljkte mj stretjťge e`etge gime mj nistupke svhl thpivhle privemnjre
H^ us`ufe+ Nekes sj in ukutreťkmhc hspiruČh`ede H^ us`ufe iČjgumj h treŤh hstebhkekshmsge vhsprjkist h iprjzkist gei h gin spi`meťkmhc hspiruČh`ede+
_rhljke ivif ljkenŤljkte ilifuĆeve ljrjkmj vrjnkisth H^ us`ufj u bhkekshmsgil
slhs`u, griz prjdhzki inrjċhvekmj vrjnkisth srjnsteve ke gimhle sj us`ufe zeskhve, e
thlj itvere pristir h ze jbhgeskhmu pridjku aunuĆj upitrjaj H^ us`ufj+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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T t r e k e | 56
Ivhl mj njbhkhseke suťthksge lhshme bhkekshmsgif ljkenŤljkte, ne pis`ivkhl
irfekhzedhmele h hspiruČhidhle H^ us`ufe pilifkj ne zemjnkhČgh, renjĆh u teknjlu,
hnjkthbhgumu, niguljktumu h ufivirj vrjnkist H^ us`ufj gime sj trjae pruŤhth+ ^hljbhkekshmsgh ljkenŤljkt umjnki h ia`hgumj us`ufj gimj sj zectjvemu+
^egiċj, bhkekshmsgh ljkenŤljkt pigrhve bukgdhmj h pridjsj zenuŤjkj ze uprev`mekmjaunŤjtil h reČukivinstvil hspiruČhide H^ us`ufe+
4+5+:+ LjkenŤljkt _irtbh`he Zs`ufe #Tjrvhdj _irtbi`hi Lekefjljkt (
_irtbh`hi us`ufe #Tjrvhdj _irtbi`hi( prjnstev`me sulhrekh prhgez svjfe ke ČjluhspiruČh`ed us`ufe renh, svj hkvjsthdhmj h svu prjnekist ke pruŤekmu us`ufe svimhlg`hmjkthle+
_irtbh`hi prjzjktumj h senrŤh niguljktedhmu i rezvimu kivhc linj`e H^ us`ufe,kmhcivil trjkutkil stetusu, gei h prhgezj ukeprjċjkme gime sj sprivinj ken
egutj`khl us`ufele+
_irtbh`hi us`ufe senrŤh u sjah h svj rjsursj gimj H^ gilpekhme ekfeŤumj h`h itpuťte urez`hČhthl bezele Ťhvitkif dh`g`use us`ufj+ Tvege beze zectjve rjsursj ze
gilp`jthrekmj primjgete, hkhdhmethvj h ufivirj+
^hlj pirtbh`i us`ufe niahme h veŤek uprev`meČgh espjgt+ Z`ezeg, prifrjs h hz`ezeg hzprimjgte kivhc us`ufe, iniarevemu sj seli zaif bhkekshmsgh hsp`ethvhc h iprevnekhc
rez`ife+
_irtbh`hi us`ufe trjae ne senŤh prevh inkis H^ us`ufe gimj su u rezvimu h keljkmjkj su
aunuĆhl trŤhťthle h ikhc gimj su vjĆ u upitrjah h ke`ezj sj prjnstev`mjkj u Gete`ifu
us`ufe #Tjrvhdj Dete`ifuj(, iazhril ne mj Gete`if us`ufe mjnhkh nji ukuter _irthbh`e
us`ufe gimh nikish pribht H^ gilpekhmh+
4+5+2+ Gete`if Zs`ufe
Gete`if us`ufe #Tjrvhdj Dete`ifuj(, sestevkh mj nji _irthbh`e us`ufe h nistupek mj ke
uvhn pis`ivhl g`hmjkthle+ Kmjfiv senrŤem Čhkj, egtuj`kj, hzvrťkj us`ufj gimj sjinvhmemu u bezh Rrťjkme Zs`ufe h ikj gimj su iniarjkj ze pikunu g`hmjkthle+ Kjge
us`ufe liŤj uĆh u Gete`if us`ufe tjg pis`j njte`mkj privjrj pivjzekhc triťgive hpretjĆhc rhzhge+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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T t r e k e | 53
H^ gilpekhme lire hleth ekfeŤivekj svj pitrjakj rjsursj ze pikuċjkj us`ufj, gimh
su pitrjakh ze kmhcivi kjsljteki invhmekmj+ Gete`if us`ufe mj girstek ze rezvhmekmj
us`uŤkhc rjťjkme prjle gikgrjtkhl zectjvhle pis`ivkhc g`hmjkete+Zs`ufj piarimekj uGete`ifu us`ufe, lifu sj pinjťeveth h linhbhgiveth prjle pitrjaele pis`ivkhc
irfekhzedhme+
Gete`if us`ufe mj miť mjnke veŤke e`etge ukuter bezj Ttretjfhme us`ufe, mjr prjnstev`me
vhrtuj`ku primjgdhmu seneťkmhc, trjkutkuc lifuĆkisth hspiruČhide H^ us`ufe, e vj`hgharim pis`ivkhc irfekhzedhme renhmj Ťj`h ne zkemu ťte hspiruČhidh lifu ne pikunj
nekes, e kj u aunuĆkisth+
4+5+6+ LjkenŤljkt ]ectjvhle
LjkenŻljkt zectjvhle #Njlekn Lekefjljkt( prjnstev`me mjnek in kemveŤkhmhcliljkete u ljkenŤljktu H^ us`ufele+ Ivem thp ljkenŤljkte niprhkish ai`mjl
rezuljvekmu uthdeme gimh girhskhČgh zectjvh ze us`ufele hlemu ke pistimjĆj rjsursj+
_eŤ`mhvi uprev`mekmj zectjvhle uthČj ne sj hzajfku kjpitrjakh ninetkh triťgivh , thljťti su rjsursh ze us`ufj prevh`ki respirjċjkh+
@iťj viċjkmj ivif thpe ljkneŤljkte H^ gilpekhmh nikish ninetkj triťgivj gimh zeuzvret kj stveremu kivu vrjnkist u us`uzh gime ah lif`e kegkenki ne hc
rjve`irhzumj+
T`hge 4+5+ — LjkenŻljkt zectjvhle, hzvir W8\
4+5+3+ _egjt Khvie Zs`ufj
_egjt khvie us`ufj h`h T@_ #Tjrvhdj @jvj` _edgefj( prjnstev`me hz`ez hz bezj Ttretjfhme
Zs`ufj+ Kmhlj sj njbhkhťj khvi lifuĆkisth pikuċjkhc e`ete h verhmekt h ferekdhmj ze H^
us`ufj senrŤekj ukuter tif pegjte+
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_ridjs nhzemkhrekme infiveremuĆhc h hkivethvkhc H^ us`ufe, ug`muČumuĆh kmhcivuerchtjgturu, pridjsj, pi`hthgu h pretjĆu niguljktedhmu, gegi ah sj nisthf`h trjkutkh h aunuĆh pis`ivkh zectjvh+
4+1 Nhzemk us`ufe
Tvrce h keljke
Keljke ivj bezj u Ťhvitkil dhg`usu us`ufj mj ren ke nhzemku kivhc h`h hzljkmjkhc
us`ufe prj kjfi sj ikj kenmu u pregthČkim prhljkh+ Gene sj vrťh nhzemk h`h rjnhzemkus`ufj, peŤkme sj pig`ekme svhl ahtkhl njte`mhle+ Nhzemkjrsgj hzljkj ke pimjnhkhl
nj`ivhle us`ufj, liremu sj kegik tife prhgezeth h u pirtbh`hu us`ufe, gete`ifu us`ufe h
lire sj inrjnhth uthdem gimh kish hzljke mjnkif nj`e ke gilp`jtku us`ufu+
Gegi mj svrce bezj u nhzemkhrekmu kivhc h hzljkmjkhc us`ufe, pitrjakh zectjvh ze
nhzemkhrekmj j`jljkete sj niahmemu hz pirtbh`he us`ufe+ ]ectjvh sj eke`hzhremu,niguljktumu h privjrevemu ne `h su u sg`enu se stretjfhmil njbhkhsekil u prjtcinkim
bezh+
Z`ife nhzemke us`ufe liŤj sj njbhkhseth gei=
G`muČkh gikdjpth
Nhzemk us`ufe zepiČhkmj sgupil pis`ivkhc zectjve, e zevrťeve sj rezvimjl us`uŤkhcrjťjkme ia`hgivekhc ne infiveremu pistev`mjkhl pis`ivkhl dh`mjvhle+ ^egiċjiajzajċumj _egjt Nhzemke us`ufj #TN_ ( ze prj`ez ge s`jnjĆim bezh Hzljke us`ufe+
_regse pigezumj ne mj niari hzvjnjk nhzemk H^ us`ufe, zeskivek ke jbhgeskil
gilahkivekmu s`jnjĆhc begtire=
H^ isia`mj `munh h kmhcivj vjťthkj h zkekme su ug`muČjkh u pruŻekmj us`ufe+
_rihzvinh — tjcki`ifhme h shstjlh ze ljken Żljkt sj girhstj u hspirudh H^ us`ufe+
_ridjsh — pridjsh, u`ifj h h egthvkisth hlemu svim nji u pruŻekmu us`ufe+
_ertkjrh — hspiruČhidh, prihzviĕeČh h skeanjveČh su ug`muČjkh u pruŻekmj us`ufeh pinrťgu us`ufele+
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G`muČkh pridjsh h egthvkisth
4+1+5+ LjkenŤljkt Gete`ife Zs`ufe
Gegi sj vrjljkil hkbrestrugure H^ gilpekhmj uvjĆeve h rezvhme, prjnsteve h prhgezus`ufe gimj sj trjkutki kunj liremu ahth meski prjniČjkh pis`ivkhl g`hmjkthle+ Ne ahsj birlhrei eŤurek h mesek prhgez ivhc us`ufe prjpiruČumj sj ne pir tbh`i H^ us`ufe
senrŤh h gete`if egtuj`khc us`ufe se svhl pretjĆhl njte`mhle+
Gete`if us`ufe prjnstev`me djktre`kh hzvir hkbirledhme gimj H^ gilpekhme pruŤe hkeljkmjk mj uf`evkil pis`ivkhl g`hmjkthle+ Egthvkisth gimj sj hzvinj tigil
ljkenŤljkte gete`ifil us`ufe iaucvetemu njbhkhsekmj us`ufe, grjhrekmj h
inrŤevekmj eŤurkif gete`ife us`ufe, uprev`mekmj rj`edhmele gimj pistimj hzljċugete`ife h pirtbh`he gei h gilpekhmsgif DLT shshtjle ke gilj sj gete`if prjzjktumj+
Lkifj H^ gilpekhmj hktjfrhťu svim pirtbh`hi h gete`if se DLT shstjlil+
Nve f`evke espjgte gete`ife us`ufe su=
_is`ivkh gete`if us`ufe — senrŤh njte`mj i svhl H^ us`ufele gimj sj kunjg`hmjkthle+ Nistupek ze pis`ivkj g`hmjktj+
^jckhČgh gete`if us`ufe — senrŤh njte`mj i svhl H^ us`ufele u pikunh, ze mjnki
se njte`mhle i svhl pretjĆhl us`ufele h pitrjakhl rjsurshle+ T`uŤh geiiskive ze _is`ivkh gete`if us`ufe h khmj nistupek pis`ivkhl g`hmjkthle+
T`hge 4+1 — Gete`if us`ufe ke
ukhvjrzhtjtu _urnuj, hzvir W5?\
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4+1+1+ LjkenŤljkt Khviil Zs`ufj
LjkenŻljkt khvihle us`ufj h`h T@L #Tjrvhdj @jvj` Lekefjljkt ( vrťh prjfivirj hprevh ufivirj se prjnstevkhdhle pis`ivkhc irfekhzedhme, niguljktumj infiveremuĆjdh`mjvj gimj H^ us`ufe trjae ne pisthfkj, e pitil kenf`jne h hzvjťteve i pigezekim
uljťkisth hspiruČhide ne H^ us`ufj pruŤh ke ufivirjkil khviu+
LjkenŻljkt khvihle us`ufj prjnstev`me vпŤek pridjs mjr iaevjzumj H^ irfekhzedhmu h
pruŤe ferekdhmj pis`ivkil g`hmjktu ne Ćj hspiruČjkj us`ufj ahth ke teČkiufivirjkil khviu h u sg`enu se pis`ivkhl pridjshle g`hmjkte+
Zspjťke rje`hzedhme T@Le piprh`hČki zevhsh in gve`htjtki hzvjnjkif _irtbh`he Zs`ufe,
Gete`ife Zs`ufe h kmhcivif senrŤeme, zeti ťti ikh senrŤj pitrjakj hkbirledhmj ius`ufele gimhle Ćj sj uprev`meth griz pridjsj ljkenŤljkte khvihle us`ufe+
Kjgh in f`evkhc dh`mjve LjkenŤljkte khviil us`ufe su=
Njbhkhsekmj, niguljktivekmj, kenzir, ljrjkmj, hzvjťtevekmj h giktri`e khviepruŤjkhc H^ us`ufe
Qezvhmekmj, ukeprjċhvekmj inkise h gilukhgedhmj se pis`ivkhl g`hmjktil
Ne sj pistev`mjkh dh`mjvh lifu `egi hzljrhth
4+1+4+ LjkenŤljkt Gepedhtjte
LjkenŻljkt Gepedhtjt il #Depedhty Lekefjljkt( kenzhrj h ishfureve ne uvjg
pistimj pitrjakh gepedhtjth h pjrbirleksj H^ us`ufe gimh infiveremu ufivirjkhl
zectjvhle ahzkhse uz kemlekmj lifuĆj bhkekshmsgj triťgivj h kemgreĆj pitrjaki
vrjlj+
ReŤki mj ne sj LjkenŻljkt gepedhtjtil rezletre tigil bezj Nhzemke us`ufe, lene
sj hkhdhme`ki uvinh miť u prvim bezh Ttretjfhmh us`ufe, gene sj hnjkthbhgumj aunuĆh uthdempis`ivhc zectjve ke pistimjĆj rjsursj+ Ke tem keČhk, L jkenŻljkt gepedhtjtil kunh
prjnvhn`mhvj hknhgetirj pitrjakj ne ah sj gepedhtjth ke vrjlj usef`esh`h ze pitreŤkmilh zectjvhle+
Kmhlj sj u iskivh vrťh ae`ekshrekmj bhkekshmsghc triťgive kesprel pitrjakhc rjsursegei h ae`eks riakif u`eze kesprel pitreŤkmj ze riail+
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4+1+>+ LjkenŤljkt NistupkiťĆu
LjkenŻljkt nistupkiťĆu #Eveh`eah`hty lekefjljkt( hle zeneteg ne ishfure ne Ćjkhvi nistupkisth kjgj H^ us`ufj ahth ke rekhmj ufivirjkil khviu+ Ljrjkmj h kenzir
#likhtirhkf ( su f`evkj egthvkisth piliĆu gimhc sj ti pisthŤj+ Ninetkh zeneteg
L jkenŻljkte nistupkiťĆu mj ne u gikthkuhtjtu renh ke rezvimu khvie ke gilj H^
us`ufj h H^ hkbrestrugture lifu ahth nistupkh, Čhlj h pis`ivkh g`hmjkth niahmemu jbhgeskj hbhkekshmsgh iprevnekj us`ufj+
G`muČkh zenedh L jkenŻljkte nistupkiťĆu su=
Hzrene h eŤurhrekmj infiveremuĆjf p`eke nistupkisth gimh teČki inreŤeve
seneťkmj h aunuĆj pitrjaj pis`ivkhc irfekhzedhme
_ruŤekmj sevjte h uputsteve u svhl sbjrele fnj sj ninhrumu ahzkhs h hzuzjdhvjzekh se khvi nistupkisth us`ufj
Iajzajċhvekmj ne nistupkist us`ufe hle pitrjaek, ufivirjkh khvi
_rev`mjkmj pridjke gegvj uthdemj lifu hleth rezkj hzljkj ke p`ek nistupkisth
_rhljke priegthvkhc h`h prjvjkthvkhc ljre ze ukeprjċhvekmj H^ us`ufe u svhl
shtuedhmele gene mj ti bhkekshmsgh iprevneki
4+1+:+ LjkenŤljkt Gikthkuhtjte
Getestribe`kh prjghnh h rezkj nhsbukgdhike`kisth u vrťjkmu H^ us`ufe su pimevj gimj kh mjnke pis`ivke irfekhzedhme h`h H^ gilpekhme kj Ťj`h ne hsgush+ Hpeg, h kemai`mj
p`ekhrekj h uprev`mekj us`ufj lifu ne u kjgil liljktu itgeŤu, Čeg h gene khsupin nhrjgtkil giktri`il H^ gilpekhmj gime hc pruŤe+ Rj`hgh arim `munh gupumj
ishfurekmj ne ah sj zeťthth`h u s`uČemu kjgj getestribj+ Rj`hČhke ishfurekme mj u
pripirdhmh se prjnvhċjkil vjrivetkiĆil ne sj getestribe`kh nifeċem zehste h nifinh+
LjkenŻljkt Gikthkuhtjte #Dikthkuhty Lekefjljkt( mj nji H^H@e gimh sj aevh
prireČukil khvie ishfurekme gimj ah ah`i pitrjaki ne sj iajzajnh H^ hlivhke in kjgj getestribj+
Lhshme L jkenŻljkte gikthkuhtjte mj ne pinrŤh gikthkuhtjt pis`ivkif ljkenŤljktekjgj irfekhzedhmj, iajzajċumuĆh ne sev H^, tjckhČgh pitjkdhme` #ug`muČumuĆh tu
gilpmutjrsgj shstjlj, lrjŤj, ep`hgedhmj, pinetgj, tjckhČgu pinrťgu h sjrvhskh njsg(liŤj ahth ipirev`mjk u igvhrhle nifivirjkif h zedrtekif vrjljksgif pjrhine+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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T t r e k e | 14
4+1+2+ LjkenŤljkt AjzajnkiťĆu Hkbirledh me
ůhril svjte irfekhzedhmj stveremu vrjnkist piliĆu hktj`jgtue`kif v`eskhťtve gimjhlemu h gimj girhstj ze hspirugu prihzvine h us`ufe+ ]eťthte hktj`jgtue`kif gephte`e mjljċu iskivkhl pitrjaele ahzkhse h ive ia`est mj u svj vhťj zjle`me h zegiksghurjċjke+
^jcki`ifhme kel nekes ilifuĆeve grjhrekmj, iarenu h sg`enhťtjkmj ifrilkhc gi`hČhkehkbirledhme+ ^egi h hspiruČhidh H^ us`ufe hlemu infivirkist ne nigeŤu ne lifu neferektumu ajzajnkist pis`ivkhc hkbirledhme h ne Ćj ikj ahth zeťthĆjkj in hzljkj,greċj, fuahtge h`h kjiniarjkif prhstupe+
Egthvkisth L jkenŻljkte ajzajnkiťĆu hkbirledhme sj inhfrevemu ukuter zetvirjkhc,girpiredhmsghc igvhre h ugezumu ke stretjťgj giregj u hzvrťevekmu ajzajnkiskhc
egthvkisth h ishfurevemu ne sj ajzajnkiskh dh`mjvh uspjťki istverumu, gei h ne sj
pretjĆhl rhzhdhle enjgvetki uprev`me h ne sj girpiredhmsgj hkbirledhmj infivirkigirhstj+ ^hlj mj lhshme ivif ia`hge ljkenŤjkte njbhkhseke gikstektkil peŤkmil kensvhl espjgthle H^ ajzajnkisth h rugiviċjkmjl svhl ajzajnkiskhl egthvkisthle+
4+1+6+ LjkenŤljkt Niaev`meČhle
LjkenŻljkt niaev`meČhle #Tupp`hjr Lekefjljkt( prjnstev`me pridjs gimh
iajzajċumj ne niaev`meČh h us`ufj gimj ikh pruŤemu hspiruČhidhle H^ us`ufe,
infiveremu ikilj ťti mj hspiruČhidhle H^ us`ufe pitrjaki ne ah istverh`h pis `ivkj
dh`mjvj svimhc g`hmjkete+ Ivem ljkenŤljkt mj pinmjnkegi ahtek u svhl Ťhvitkhldhg`ushle us`ufj u H^H@u+
T`iŤjkh pis`ivkh zectjvh hzhsgumu lkifi struČkisth h spisiakisth tigil pruŤekme zekmhc keljkmjkj pinrťgj h H^ us`ufe+ ]eti mj pinmjnkegi ahtki ze hspiruČhidj H^us`ufe ne sj h ikh is`ekmekmu ke piuznekj lrjŤj gve`htjtkhc niaev`meČe+
Iskivkh dh`mjvh ljkenŤljkte niaev`meČhle su=
Niahmekmj vrjnkisth ze neth kived niaev`meČhle h skeanjveČhle
Giktri`e ne `h su ufivirh se niaev`meČhle prev`mjkh prjle pis`ivkhlpitrjaele g`hmjkete
Zprev`mekmj inkishle se niae`meČhle
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T t r e k e | 1>
4+4 Hzljke us`ufe
Tvrce h keljke
Z prjtcinkim bezh H^H@e, renh`i sj ke grjhrekmu h ukeprjċhvekmu us`ufe u bezh nhzemke+ Ive beze, Hzljkj us`ufe, ishfureve ne p`ekhreki aunj h hlp`jljkthreki h ne
pistev`mjkh dh`mjvh aunu istverjkh+
Z ivim bezh sj birlhre pitrjaki zkekmj ze ljkenŤljkt us`ufele u trjkutgu gene sj
ikj keċu u s`jnjĆim H^H@ bezh, u ipjrethvkim upitrjah+
]eneteg bezj Hzljke us`ufe mj treksbirledhme us`ufe keljkmjkhc pis`ivkhl
pridjshle u hzvrťki h`h ipjrethvki stekmj+ Ive beze prjuzhle pegjt nhzemkhrekhcus`ufe hz prjtcinkj bezj Nhzemke us`ufe, p`ekhre h uprev`me zectjvekhl gepedhtjtil h
rjsurshle ukuter pegjte, grjhre, tjsthre h puťte pegjt u ipjrethvku upitrjau u
s`jnjĆim bezh, Rrťjkmu us`ufe+
Z s`uČemu ne sj ah`i ťte u vjzh zectjve ze us`ufele priljkh`i in trjkutge gene su
ikj ah`j ia`hgivekj u bezh nhzemke, ivj priljkj Ćj sj hzvjsth u bezh Hzljkj us`ufe+
^jŤhťtj ivj bezj mj ke svhl ahtkhl njte`mhle gimh hlemu unj`e u strugturh us`ufj gei h
ke bukgdhikhsekmu us`ufj u svhl us`ivhle rene gimh sj lifu prjnvhnjth, e kj seli
ikhl uiahČemjkhl+
Jbhgeski uprev`mekmj Hzljkele us`ufe zkeČeki uvjĆeve spisiakisth hspiruČhide H^us`ufe ne lekhpu`hťj vj`hghl arimjl pitrjakhc hzljke us`ufe, pileŤj lu ne usg`enhkivj h`h hzljkmjkj us`ufj se pis`ivkhl zectjvhle h ipjredhmele+
G`muČkh pridjsh
4+4+5+ LjkenŤljkt hzljkele
Tvrce pridjse ljkenŤljkte hzljkele mj ne ishfure=
ne su steknernhzivekj ljtinj h pridjnurj upitrja`mjkj ze jbhgeski h arzi
uprev`mekmj svhl hzljkele
ne su svj hzljkj ke us`ufele h kmhcivim hkbrestrugturh, zeaj`jŤjkj u shstjluze ljkenŤljkt gikbhfuredhme
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T t r e k e | 1:
L jkenŻljkt hzljkele trjae ne pruŤh infivirj ke=
_riljk`mhvj zectjvj pis`ivkhc g``hmjkete h ne hstivrjljki slekmumj pretjĆjrhzhgj, prjghnj u renu gei h vj`hČhkj pitrjakhc hzljke
]ectjvj pis`ivkhc g`hmjkete gimhle sj H^ us`ufj usef`eťevemu se kmhcivhl
pis`ivkhl pitrjaele
Gikthkuhtjt h piuznekist pis`ivkhc pridjse su jsjkdhme`kh ze ipstekeg svegj
pis`ivkj irfekhzedhmj+ Hkbrestrugturkj hzljkj ke us`ufele lifu hleth kjfethvek
uthdem ke irfekhzedhmj griz prjghnj bukgdhike`kisth us`ufe h griz zegeťkmjkme uhnjkthbhgivekmu pis`ivkhc zectjve+
Ivi sj hzajfeve prhljkil L jkenŻljkte hzljke gimh hspiruČhidu H^ us`ufeilifuĆeve ne ahzkhsu hspiruČh kivu vrjnkist us`ufj putjl kjghc in s`jnjĆhcegthvkisth=
_istev`mekmj prhirhtjte tigil rjefivekme ke zectjvj ze hzljkele in strekj
pis`ivkhc g`hmjkete
Hlp`jljktedhmil hzljke gimj hspukmevemu zectjvj uz ipthlhzivekj triťgivj
Hzajfevekmj kjuspj`hc linj`e hzljke us`ufj
Arzil hspirugil treŤjkhc hzljke u nifivirjkhl rigivhle
4+4+1+ LjkenŤljkt gikb hfuredhmil h hkbrestrugturil us`ufe
H^ us`ufj h shstjlh ke gimhle sj ikj zeskhvemu h`h invhmemu su ljċusiaki zevhskh+^egvh shstjlh su pisjaki gikbhfurhsekh prjle bukgdhmele gimj iaev`memu h prjle
us`ufele gimj pruŤemu+
Khmjnke irfekhzedhme kj liŤj u pitpukisth ahth jbhgeske nig kj uprev`me svimiltjcki`iťgil hlivhkil ke pregthČek keČhk+ _iljkuth pridjs uprevi ti renh, uprev`me
tjcki`iťgil hlivhkil ťti Čhkh iskivu ze nrufj pridjsj ljkenŤljkte us`ufele+
Ipthlhzedhme pjrbirleksh tjcki`iťgj hlivhkj niprhkish ugupki vhťhl pjrbirlekseleus`ufe h ulekmumj pretjĆj djkj h triťgivj us`ufe+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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4+4+4+ Ttevgj gikbhfuredhmj
Ttevgj gikbhfuredhmj h`h DH #Dikbhfurethik Htjls( prjnstev`memu hlivku, nji us`ufj h`hkjgu nrufu stevgu gime mj h`h Ćj ahth pin giktri`il LjkenŻljkte hzljkele+
Z pregsh pimel kjgj Ttevgj gikbhfuredhmj liŤj hleth ťhrig spjgter zkeČjkme piiskivele gilp`jgskisth, vj`hČhkj h`h thpe, h liŤj iaucveteth gilp`jtku us`ufu se
pretjĆhl shstjlil gimh mj seČhkmjk in cernvjre, sibtvjre, niguljktedhmj h isia`me zepinrťgu, ni pimjnhkeČkif sibtvjrsgif linu`e h lhkhle`khc cernvjrsghc gilpikjkth+
4+4+>+ Thstjl ze ljkneŤljkt gikbhfuredhmele
]e ljkenŤljkt vj`hghl arimjl, s`iŤjkhc H^ us`ufe h kmhcivil hkbrestrugturil, girhstjsj shstjlh ze pinrťgu, pizekth h gei DLT shstjlh #Dikbhfurethik LekefjljktTystjls(+
DLT shstjl senrŤh svj hkbirledhmj i Ttevgele gikbhfuredhme DH #Dikbhfurethik
Htjls(+ Ivj stevgj lifu u sjah senrŤeth sibtvjr, niguljktedhmu, s`hgu+ _rhljre renh,
senrŤem kjgj stevgj lifu ahth njte`mh i niaev`meČu, djkh, netulu gupivhkj h`h ufivirhi inrŤevekmu h s`hČke niguljktedhme+
4+4+:+ LjkenŤljkt hznekmhle h itpuťtekmjl us`ufe
Jbhgeski uprev`mekmj L jkenŻljktil hznekme h itpuťtekme us`ufe ilifuĆevehspiruČhidu H^ us`ufe ne hl prhnine kivu vrjnkist putjl=
Arzj hspirugj hzljke, prh ipthle`kim djkh h lhkhle`khl rhzhdhle
Iajzajċhvekme ne g`hmjkth h girhskhdh lifu ne upitrja`mevemu kivj h hzljkmjkj
us`ufj ke keČhk gimh mj u sg`enu se kmhcivil pis`ivkil pregsil
Niari hsp`ekhrek h hlp`jljkthrek L jkenŻljkt hznekmhle h itpuťtekmjl, nikjĆj vj`hgurez`hgu u triťgivhle us`ufe+
]eneteg L jkenŻljkte hznekmhle h itpuťtekmjl us`ufe mj ne vrťh hkhdhrekmj prhljkj
birlhrekhc, gilp`jthrekhc hznekme us`ufe u pregthČkim upitrjah, gei h ne ishfure ne sj
tj us`ufj girhstj ke jbhgesek keČhk, ke keČhk gimh hspiruČumj vrjnkist gremkmjlgirhskhgu+
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]enedh L jkenŻljkte hznekmhle h itpuťtekmjl su u iajzajċhvekmu=
ne su hznekme us`ufe meske h rezul`mhve girhskhgu h ne p`ekivh prhljkjilifuĆevemu girhskhgu ne usg`enh svimj pis`ivkj egthvkisth se ivhlp`ekivhle
ne pistimh treksbjr zkekme gimj ilifuĆumj girhskhdhle ne ipthlhzumu upitrjauus`ufe ke keČhk gimh infivere kmhcivhl pis`ivkhl egthvkisthle+
4+4+:+ Re`hnedhme us`ufe h tjsthrekmj
Jbhgeski uprev`mekmj hzfrenkmil h tjsthrekmjl us`ufe prjnstev`me veŤek gireg gimh
iajzajċumj ne sj hzfrenkme h tjsthrekmj us`ufe invhmemu u giktri`hsekil igruŤjkmu+
Kjenjgvetke giktri`e igruŤjkme zkeČh ne kjp`ekhrekj hzljkj lifu gilprilhtiveth
egthvkisth tjsthrekme h nivjsth ni tife ne sj hzfrenkme us`ufe lire renhth in piČjtge+
Tvege H^ irfekhzedhme trjae ne birlhre ivegve igruŤjkme ze sg`epekmj h`h birlhrekmj H^
us`ufe u gimhle sj ikj pi birlhrekmu pinvrfevemu tjstivhle+
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
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4+> Rrťjkmj us`ufe
Tvrce h keljke
]eneteg ivj H^H@ bezj mj giirnhkhsekmj h vrťjkmj egthvkisth h pridjse pitrjakhc ze
hspiruČhvekmj h ljkenŤljkt H^ us`ufele ke zenetil khviu, ťti mj rekhmj ufivirjki
se pis`ivkhl g`hmjkthle h`h girhskhdhle+ Ive beze mj bigushreke ke pitrjakj nkjvkj
egthvkisth h hkbrestrugturu, e gimj sj girhstj gin hspirugj us`ufe+
Tvege H^H@ beze pruŤe kjgh vhn vrjnkisth gimh mj keljkmjk pis`ivkhl pridjshle h`hgreĆj ahzkhsu+ Rrjnkist H^ us`ufj sj uipťtjki pisletremuĆh, njbhkhťj u Ttretjfhmhus`ufe, djke us`ufj mj grjhreke, prjnpistev`mjke h iniarjke griz bezj Nhzemke h
Hzljkj, nig sj giredh ge ipthlhzedhmh us`ufj prjnuzhlemu u pis`jnkmim bezh
Gikthkuhrekif ukeprjĕhvekme H^ us`ufj+
^egi mj beze Rrťjkme us`ufe, ike teČge u gimim sj inhfreve hzvrťjkmj ni tenehsp`ekhrekif, nhzemkhrekif h ipthlhzivekif+ Hz uf`e pis`ivkif g`hmjkte, ik sj u ivim
bezh zehste susrjĆj se vrjnkiťĆu H^ us`ufj+
G`muČkh pridjsh
4+>+5+ LjkenŤljkt nifeċemhle #Jvjkt Lekefjljkt(
Nifeĕem sj liŻj njbhkhseth gei ah`i gime pimeve gime hle ljr`mhv uthdem keljkenŻljkt H^ hkbrestrugturj h`h ke hspiruČhvekmj H^ us`ufe h Čhmh ne`mh rezvim liŻjhleth pis`jnhdj ke piljkutj us`ufj+
Nifeċemh iahČki prjnstev`memu iaevjťtjkme gime su fjkjrhseke in stekj kjgj H^
us`ufj, Ttevgj gikbhfuredhmj #DH(, h`h e`ete ze kenzir+ LjkenŻljkt nifeĕemhle sj
liŤj prhljkhth ke ah`i gimh espjgt ljkenŤljkte us`ufele gimh trjae ne ahthgiktri`hsek h fnj sj ti trjae eutiletsgh vrťhth+ Kjgh in ivhc espjgete lifu ahth=
Kenzir sibtvjrsghc `hdjkdh, kmhciv arim, `jfe`kh rig tremekme
Ajzajnkist #preĆjkmj upene(
ZiahČemjkj egthvkisth #preĆjkmj hzvrťevekme kjgj ep`hgedhmj h`h kmjkhc pjrbirleksh ke sjrvjru(
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
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_iliĆu ljkenŤljkte nifeċemhle liŤj sj hzvjsth reke njtjgdhme hkdhnjkete+Rjile Čjsti, egi sj lifuĆe hkdhnjktke shtuedhme ke vrjlj prjpizke h prevh`ki
g`eshbhgumj, lifuĆj mj prhljkhth infiveremuĆj egthvkisth prj kjfi sj pimevh ah`i gegevia`hg nhsbukgdhike`kisth u vrťjkmu H^ us`ufe+
Egi sj gei pridjs, hktjfrhťj u renu se nrufhl ljkenŤljkt pridjshle gei ťti suL jkenŻljkt gepedhtjtil h nistupkiťĆu, ikne liŤj h ne fjkjrhťj iaevjťtjkmeprh`hgil priljke stekme h`h pimevj hzuzjtege u thl pridjshle+
^egi, u svimim iskivh, L jkenŻljkt nifeĕemhle pruŤe iskivu ze eutilethzivekmjipjredhme, ČhkjČh hc jbhgeskhmhl h uz redhike`ku upitrjau `munsghc rjsurse+
4+>+1+ LjkenŤljkt Hkdhnjkthle
LjkenŻljkt hkdhnjkthle #Hkdhnjkt Lekefjljkt( sj aevh sveghl nifeċemjl gimhprjghne h`h liŤj prjghkuth vrťjkmj us`ufj+ Ivi sj inkish gegi ke nifeċemj prhmev`mjkj
in strekj girhskhge putjl sjrvhskhc njsgive, tegi h griz hktjfrhsekh wja hktjrbjms
L jkenŻljkte nifeĕeme h L jkenŻljkte hkdhnjkete+ Hkdhnjkth lifu ahth prhmev`mjkh h in
strekj tjckhČgif isia`me+
Zthdem L jkenŻljkte hkdhnjkthle `egi mj uiČ`mhv pis`ivkhl g`hmjkthle+ Kmjfivjprjnkisth sj niste `egťj njlikstrhremu u sveginkjvkim pregsh kjfi gin nrufhc
shstjle ljkenŤljkte+ ^i mj h mjnek in f`evkhc rez`ife zeťti sj aeť ivem vhnljkenŤljkte Čjsti prvh usveme h hlp`jljkthre u primjgthle ze ljkenŤljktus`ufele+
Girhsth sj ze njtjgdhmu h rezrjťevekmj hkdhnjkthkhc shtuedhme gimj iljtemu pis`ivkjpridjsj, prvi hnjkthbhgumj pis`ivkj prhirhtjtj, e pitil se kmhle usef`eťeve pitrjakjH^ egthvkisth+ Kmjfive prhljke Čjsti nivinh ni hnjkthbhgedhmj lifuĆhc piai`mťekme keH^ us`ufele, mjr griz rezuljvekmj hkdhnjktkhc shtuedhme ni`ezh h zkekmj ťte trjae
priljkhth+
Tjrvhskh njsg #Tjrvhdj njsg( rugivekmjl hkdhnjkthle, hnjkthbhgumj kivj lifuĆjus`ufj gei h pitrjakj gursjvj h`h trjkhkfj ze svimj h`h isia`mj gimj prhprene pis`ivkim
irfekhzedhmh+
Z pregsh, vj`hgh arim hkdhnjktkhc pimeve sj kj inhfreve pi prvh put, h nifinhĆj sj ipjt+]eti lkifj H^ irfekhzedhmj girhstj linj`j hkdhnjktkhc shtuedhme gimh prjnstev`memu
sgup ukeprjn njbhkhsekhc girege h`h egthvkisth gimj trjae prjnuzjth gene sj hkdhnjkt
nifinh+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
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_itrjaki mj girhsthth h e`etj ze pinrťgu, Čhlj sj iajzajċumj ne sj steknernkh hkdhnjkthiareċumu pi ukeprjn inrjċjkhl giredhle h egthvkisthle h ukuter prjnjbhkhsekhc
vrjljksghc rigive+
Linj`h hkdhnjktkhc shtuedhme iahČki senrŤj pitrjakj giregj ze kmhcivi rjťevekmj,criki`iťgh rjnis`jn girege, piarimekj infivirkisth, gi ťte trjae ne renh, vrjljksgjrigivj, pridjnurj jsge`edhmj, gi h gene trjae ahth giktegthrek+ Linj`j trjae girhsthth
griz upitrjau eutilethzivekhc sibtvjrsghc e`ete+
Tvh hkdhnjkth sj aj`jŤj, se zephsil i vrjljku h netulu kestekge+ Nji svegj
aj`jťgj i hkdhnjktu mj h hsprevke getjfirhzedhme hkdhnjkte piliĆu ginkj izkegj
getjfirhmj, ťti ilifuĆumj ne sj pivinil hkdhnjktkj shtuedhmj uputh infiveremuĆh
pizhv ke prevu streku+
_rhirhtjt hkdhnjkte sj steknernki inrjċumj prjgi tife gi`hgi mj arzi pitrjaki rjťhthnetu shtuedhmu h gi`hgh mj uthdem hkdhnjkte, e uf`evkil sj ljrh griz arim girhskhge ke
gimj uthČj+
Hkhdhme`ku nhmefkizu hkdhnjkte vrťh sjrvhskh njsg, girhstjĆh nhmefkisthČgj sgrhptj h aezj
shlptile h rjťjkme+ Zgi`hgi sjrvhskh njsg kj liŤj sel ne rezrjťh hkdhnjktkushtuedhmu, h`h pitriťh prjnjbhkhseki vrjlj ze tu egthvkist, vrťh sj jsge`edhme s`uČeme kene`mj khvij pinrťgj h ti sj kezhve bukgdhike`ke jsge`edhme+
Zgi`hgi mj hkdhnjkth izah`mkhmj prhrinj, i tilj sj liremu iaevjsthth h infiveremuĆh H^ljkenŤjrh h ne`mj pi vhshkh u `ekdu chmjrerchmj+ Ivem vhn uzaukmhvekme sj kezhve
chmjrerchmsge jsge`edhme+
Hstrefe h nhmefkisthge ug`muČumu sgup rezkivrskhc egthvkisth zevhski in thpe hkdhnjkte h
uf`evkil sj zeskhvemu ke utvrċhvekmu uzrige hkdhnjkte, rjnis`jne nifeċeme,utvrċhvekmu rezljre uthdeme hkdhnjkte, inrjċhvekmu lifuĆhc pivjzekhc pis`jnhČkhcnifeċeme h nrufhc girege+
Gene sj prikeċj rjťjkmj ze inrjċjku hkdhnjktku shtuedhmu iki sj prhljkmumj h pitiltjsthre+ Egi mj kegik privjrj sjrvhskh njsg utvrnhi ne mj hkdhnjkt u pitpukisth
rezrjťjk, e pis`ivkh girhskhg hsthl zenivi`mek, u nifiviru se girhskhgil, hkdhnjktkhs`uČem sj zetvere+ _rh`hgil zetverekme hkdhnjktkif s`uČeme, sjrvhskh njsg privjreve ne
`h mj hkdhnjkt miť ke piČjtgu ahi hsprevki getjfirhzivek, h egi khmj, ti sj renh ke
zetverekmu+ _itil sj sprivinh hsphthvekmj girhskhgivif zenivi`mstve putjl uphtkhge+
Hkdhnjktkh s`uČem sj niguljktumj+ _rivjreve sj ne `h sj neth hkdhnjkt liŤj pikivhth,egi mj pridjke ne liŤj, pria`jl sj aj`jŤh h u ljkenŤljktu pria`jlhle+ Ke gremusj hkdhnjkt zvekhČki zetvere+
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
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4+>+4+ Hspukmevekmj zectjve #Qjqujst Bu`bh`ljkt(
Lkifh in ivhc zectjve su u hkbirlethČgil slhs`u, aeke`kj prhrinj h lifu sj inkishthke le`j hzljkj u pis`ivkhl ipjredhmele, gei ťti su zectjvh ze priljkil ťhbrj kereČukeru, zectjvh ze hkste`edhmil kjgj sibtvjrsgj ep`hgedhmj h`h zectjvh ze rj`igedhmilreČukersgj iprjlj, e stjpjk kmhcivj uČjste`isth h khsgif rhzhge Čhkh ne sjhspukmevekmj zectjve ČjťĆj sprivinh gei zesjaek pridjs, kjfi u hktjfredhmh seljkenŤljktil hkdhnjkthle+
Z svegil s`uČemu, gime fin ne mj veŤkist ivhc zectjve, hkdhnjkth prjnstev`memukjp`ekhrekj nifeċemj, nig su zectjvh uf`evkil ukeprjn hsp`ekhrekh nifeċemh+ Hz ivhcrez`ife sj vjĆhl irfekhzedhmele vhťj hsp`eth ne hspukmevekmj zectjve vinj gei
pisjaek renkh pridjs+
Lkifh zectjvh ze us`ufil Ćj ahth pikev`mekh hzkive, tegi ne sj H^ irfekhzedhmeleprjpiruČumj upitrjae linj`e #prjnjbhkhsekhc pridjskhc tigive( u hspukmevekmu ivhc
zectjve+
RjĆhke zectjve ze us`ufil uf`evkil ni`ezh h`h prjgi sjrv hskif njsge h`h prjgi wja
aezhrekif birlu`ere ze ukis zectjve+
Hspukmevekmj zectjve ze H^ us`ufele sj uf`evkil zeskhve ke=
Zfivirhle gimh njbhkťu gimj us`ufj Ćj ahth steknernki pikuċjkj h gi liŤj nehc zetreŤh+ Zfivere sj tegiċj h djke tegvhc us`ufe+
Zs`ufj Čhmj sj zectjvekmj hspukmeve su prjnstev`mjkj gei nji Gete`ife us`ufepis`ivkhl g`hmjkthle h iahČki su nistupkj putjl hktrekjt lrjŤj+
Mjnkistevkil prhstupu ivhl us`ufele+ Nivi`mek mj pizhv ge sjrvhskil njsgu
h`h putjl wja prhstupe, kemČjťĆj putjl DLT shstjle ke hktrekjt lrjŤh+
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
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4+>+>+ LjkenŤljkt pria`jlhle
_i H^H@u, pria`jl sj njbhkhťj gei kjpizket uzrig mjnkif h`h vhťj hkdhnjkete+ LjkenŻljkt pria`jlhle sj aevh uprev`mekmjl svhl pria`jlhle griz kmhciv Ťhvitkhdhg`us+ F`evke lhshme ivif thpe ljkenŤljkte mj u prjvjkdhmh pimevj pria`jle, e thljh hkdhnjkete gimh hz kmhc kestemu+
Ik ug`muČumj egthvkisth pitrjakj ze nhmefkisthgu uzrige pria`jle h piguťeve neprikeċj kmhcivi rjťjkmj+
LjkenŻljkt pria`jlhle jvhnjkthre h Čuve svj hkbirledhmj i pria`jlhle,
prikeċjkhl rjťjkmhle, gei h i prikeċjkhl prhvrjljkhl rjťjkmhle, gime khsu hsti
niare gei ike gime sj tremkif geregtrjre, e`h u netil liljktu ilifuĆumu arŤjuspistev`mekmj prjghkuthc pis`ivkhc egthvkisth+
Hegi su L jkenŻljkt pria`jlhle h LjkenŻljkt hkdhnjkthle invimjkh pridjsh, ikh su
a`hsgi pivjzekh h Čjsti zectjvemu hstj e`etj h hlemu s`hČek shstjl getjfirhzedhmj, uthdem hshstjl pistev`mekme prhirhtjte+ LjkenŻljkt pria`jlhle gei pridjs liŤj ahthrjegdhmsgh h prjvjkthvkh+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
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4+: Gikthkuhreki ukeprjĕ hvekmj us`ufe
Tvrce h keljke
_is`jnkme beze H^H@ aha`hitjgj, Gikthkuhreki ukeprjĕhvekmj us`ufe #Dikthkue` TjrvhdjHlprivjljkt(, zeskhve sj ke inrŤevekmu h ukeprjċhvekmu vrjnkisth gimj sj griz H^
us`ufj, pruŤemu pis`ivkhl g`hmjkthle, ťti sj Čhkh ste`khl ukeprjċhvekmjl us`ufe h
pridjse ukuter Ťhvitkhc dhg`use ljkenŤljkte us`ufe+
Zkeprjċhvekmj us`ufe khmj kive pregse, hpeg vj`hgh arim irfekhzedhme mj kj uzhle ze
izah`mki+ Ive beze, Čjsti pistemj nji primjgte tjg piťti sj nifinh kjťti `iťj h`hkegik pimevj pria`jle gimh uthČu ke pis`ivkj pridjsj+
Gene sj niċj ni rezrjťjkme, ive beze sj iahČki pikivi arzi zeairev`me, svj nikjgj kivj pria`jlethČkj shtuedhmj+
Beze Gikthkuhrekif ukeprjĕhvekme us`ufe sj zeskhve ke linj`u, gimh s`uŤh zehnjkthbhgedhmu h uprev`mekmj njtjgtivekhl piai`mťekmhle, pirjċjkmjl trjkutkhc pizhdhme hvrjnkisth gimj sj pruŤemu ahzkhsu h preĆjkmjl zedrtekhc nufiriČkhc dh`mjve+
T`hge 4+4 — Linj` gikthkuhrekif ukeprjĕhvekme us`ufe, hzvir W>\
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 4>
G`muČkh pridjsh h egthvkisth
Beze sj zeskhve ke trh iskivke pridjse piliĆu gimhc sj iajzajċumj uspjťkehlp`jljktedhme gikthkuhrekif ukeprjċhvekme+ ^u spenemu pr idjs ukeprjċhvekme usjnel girege, ljrjkmj us`ufe h hzvjťtevekmj i us`ufele+
4+:+5+ Zkeprjċhvekmj us`ufe u sjnel girege
Ivem pridjs senrŤh giregj pitrjakj ze prhgup`mekmj slhs`jkhc pinetege, kmhcivueke`hzu renh hnjkthbhgedhmj trjknive h hzuzjtege, kmhcivu prjzjktedhmu rugivinstvu ne ah
sj inrjnh`h prhirhtjth, keprevh`h ufivirh h prhljkh`e ukeprjċjkme ke us`ufele+
Tvegh in ivhc girege sj vinh stretjťghl, tegthČghl h ipjrethvkhl dh`mjvhle, njbhkhsekhltigil beze Ttretjfhmj h Nhzemke us`ufe+
Gireg 5 Njbhkhsekmj ťte Ćj sj ljrhth
Testimh sj in sgupe ljrjkme, Čhmhl hzviċjkmjl trjae hnjkthbhgiveth ne `h sj pistev`mjkh
dh`mjvh istverumu u pitpukisth+
Gireg 1 Njbhkhsekmj ťte sj zehste liŻj ljrhth
IahČki sj kj liŤj svj hzljrhth+ H^ irfekhzedhmj gene kehċu ke ive ifrekhČjkme lifu
ne hc eke`hzhremu, prireČukemu lifuĆj rhzhgj h hzvjstj svimj pis`ivkj g`hmjktj i
lifuĆhl hlp`hgedhmele+
Gireg 4 _rhgup`mekmj pinetege
Z ivil giregu sj vrťh kenzir h prhgup`mekmj pinetege+ _inedh sj lifu prhgup`methgilahkiveki, piliĆu sibtvjrsghc e`ete ze kenzir, gei h griz lekuj`kh pridjsprhgup`mekme pinetege+
_ridjs kenzire preth jbhgeskist us`ufe, pridjse, e`ete irfekhzedhmj+ Egdjket mj ke
hnjkthbhgedhmh fnj mj lifuĆj prhljkhth kivi ukeprjċjkmj ke pistimjĆjl khviu us`ufj,khviu pjrbirleksh h`h prike`eŤjkmjl sgrhvjkhc kjnistetege+
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 4:
Āeg gene sj h Zfivir i khviu us`ufj — T@E, nis`jnki hspukmeve, ive beze h ne`mj
piguťeve ne hnjkthbhgumj ne `h su lifuĆe kjge piai`mťekme, ťti griz kenifrenkmu
us`ufj, ťti griz khŤu djku us`ufj+
Gireg > Iareĕhvekmj pinetege
Thrivh pinedh sj prvi prjaedumu u pitrjakh birlet, tegi ne lifu pruŤhth gilp`jtkus`hgu i pjrbirleksele us`ufe h`h pridjse+
Kenzir gimh sj vrťh h ken pimjnhkeČkhl gilpikjktele mj veŤek, mjr pruŤe uvhn ubukgdhikhsekmj pimjnhkif nj`e u rj`edhmh se iste`hl nj`ivhle hkbrestrugturj+
Gireg : Eke`hzhrekmj pinetege
Eke`hze pinetege vrťh treksbirledhmu pinetege u zkekmj i nifeċemhle gimh uthČu keren irfekhzedhmj+
Mjnkil gene sj pinedhm prjtvirj u hkbirledhmu, rjzu`teth sj lifu eke`hzhreth h pruŤhthinfivir ke kjge in phtekme=
Ne `h irfekhzedhme istverumj zedrtekj dh`mjvj9
Ne `h sj mev`memu inrjĕjkh trjknivh u pregsh 9
Ne `h su pitrjakj girjgthvkj egthvkisth h gime mj kmhcive djke9
Gireg 2 _rjzjktivekmj h upitrjae hkbirledhme
Niahmjki zkekmj sene sj liŤj prjnstevhth u `egi rezul`mhvil birletu h ilifuĆeveljkenŤljktu ne nikish stretjťgj, tegthČgj h ipjrethvkj in`ugj+ Hkbirledhme gime sjprjnstev`me trjae ne prhgeŤj gegi kjnistetgj u vrťjkmu us`ufj, tegi h piai`mťekmegime sj hnjkthbhgumu tigil vrjljke+
Z nekeťkmj vrjlj, H^ lire ne hkvjsthre u rezuljvekmj spjdhbhČkhc pis`ivkhc dh`mjve hne prh`efinh H^ ljtrhgu ivhl dh`mjvhle+ Hzvjťtemh pirjn hnjkthbhgivekhc kjnistetegetrjae ne senrŤj h pizhthvkj espjgtj mjr su ikh kemai`me rjg`ele ze H^ irfekhzedhmu+
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 42
Gireg 6 Hlp`jljktedhme girjgthvkhc ljre
Niahmjki zkekmj sj tegiċj girhsth h ze ipthlhzedhmu, ukeprjċjkmj h girjgdhmu us`ufe,pridjse h nrufhc tjcki`ifhme+ Girjgthvkj ljrj ze piai`mťekmj us`ufe, trjaemu ahthhnjkthbhgivekj h zethl prinhsgutivekj ukuter gilpekhmj+
Beze Gikthkuhrekif ukeprjĕhvekme us`ufe Ćj hnjkthbhgiveth vj`hgh arim lifuĆhcukeprjċjkme h ljkenŤljkt H^ irfekhzedhmj lire ne inrjċumj prhirhtjtj, zevhski insvimhc dh`mjve h nistupkhc rjsurse+
Ivem pridjs sj kegik pri`esge griz svhc sjnel girege gikthkuhreki pikev`me in
piČjtge+
4+:+1+ Ljrjkmj us`ufe
Lifu sj hznvimhth Čjthrh f`evke rez`ife ze vrťjkmj kenzire h ljrjkme, h ti=
Re`hnedhme prjncinki nikjthc in`uge
Zprev`mekmj egthvkisthle tegi ne pisthŤu zedrtekj dh`mjvj
Inrjċhvekmj gene mj pitrjaki prhljkhth ukeprjċjkme
Hlp`jljktedhme ukeprjċjkme ke previl ljstu
^hlj pridjs ljrjkme h kenzire pinuphrj bezu Gikthkuhrekif ukeprjĕhvekme us`ufe h
Čhkh mjnek in kemvhte`khmhc nj`ive u ljkenŤljktu us`ufe+
Lifu sj hznvimhth h trh iskivke keČhke ke gimj sj hzvinh ljrjkmj=
^jcki`iťge ljtrhge — pivjzeke se nistupkiťĆu h`h pjrbirleksele ep`hgedhmjh`h gilpikjktj
_ridjske ljtrhge — pivjzeke se ljrjkmjl pjrbileksh pridjse
Ljtrhge us`ufe — ljtrhge gime ljrh rjzu`tetj kjgj us`ufj in piČjtge ni greme
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 46
4+:+4+ Hzvjťtevekmj i us`ufele
Rj`hgj gi`hČhkj pinetege sj nkjvki prhgup`memu h kenzhru, ne ah sj hspiruČh`j gve`htjtkjus`ufj pis`ivkhl irfekhzedhmele+ _is`ivkj irfekhzedhmj pisjaki zekhle prjf`jn
pjrbirleksh H^ us`ufe u pritjg`il pjrhinu, gei h kjnistedh gimh sj pimev`mumu u
gikthkuhtjtu, pe u sg`enu se thlj Ťj`j ne sef`jnemu gegi Ćj sj H^ irfekhzedhme hzairhthse tegvhl pria`jlhle+
Z ivil nj`u sj in H^ irfekhzedhmj iČjgumj ne hle hzfreċjk prhstup u rjťevekmutegvhc pria`jle, ne pistimh svjst i tilj ťte sj in kjnistetege h hzuzjtege nifinh`i,ťte sj pivinil tife renh h gegi Ćj H^ irfekhzedhme iajzajnhth ne sj tegvh kjnistedhvhťj kj pikev`memu+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 43
>+ _rjf`jn sibtvjrsghc e`ete ze uprev`mekmj H^ us`ufil
Ne ah sj prhgup`me`j h eke`hzhre`j hkbirledhmj i prjghnhle u bukgdhikhsekmu us`ufe,
pitrjaki mj ne H^ irfekhzedhme girhsth e`etj+ H ivh e`eth su uf`evkil u birlh
keljksgif, eutilethzivekif sibtvjre+
Tibtvjrsgh e`eth prhgup`memu hkbirledhmj i hkdhnjktkhl shtuedhmele, getjfirhťu hc prjleurfjktkisth h Čuvemu hc u rjfhstru+
_itil hc mj `egi eke`hzhreth h niahth mesku s`hgu i arimu tegvhc shtuedhme pi ljsjdhle, i
tilj gi mj ahi zenuŤjk ze kmhcivi rjťevekmj, gime mj ah`e arzhke rjefivekme ke
hkdhnjktku shtuedhmu, ťte mj ah`i rjťjkmj tegvj shtuedhmj, pruŤemuĆh tegi gilp`jtku s`hgupjrbirleksh H^ prjnuzjĆe+
Ljrjkmj pjrbirleksh H^ prjnuzjĆe niprhkish ai`mjl rezuljvekmu gimu ti arzhku hvrjnkist us`ufe g`hmjkt iČjgumj u svimhl zectjvhle+
Ljrjkmj pjrbirleksh sj iahČki hzvinh u trh girege=
Ztvrċumu sj zectjvh g`hmjkete
Grjhremu sj ljrkh pridjsh
Zkuter g`hmjktsghc zectjve inrjċumu sj rjbjrjktkh dh`mjvh, kesprel gimhc sj
liŤj hzvjsth ljrjkmj pjrbirleksh
Hzair prevj ljtrhgj khmj uvjg mjnkistevek pridjs+ Rj`hgh arim gilpekhme Ćj hzearethinsrjnkmj dh`mjvj ze hzviċjkmj ljrjkme pjrbirleksh, ťti khmj niare pregse+ G`muČki mjne sj ljrjkme hzvinj kesprel vhsigi pistev`mjkhc h zectjvkhmhc dh`mjve+
LifuĆkist ljrjkme pjrbirleksh H^ prjnuzjĆe mj tjlj`m ze grjhrekmj rje`kj pikunj
gimu kjgi H^ prjnuzjĆj liŤj ne pikunh+ Ajz ljr`mhvhc rjzu`tete u priť`isth, H^prjnuzjĆj ̀ egi liŤj ne iajĆe h vhťj kjfi ťti zehste liŤj ne hspukh u pregsh+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | 48
T`hge >+5+ — Hzf`jn nescaiern jgreke u prifrelu LekefjJkfhkj TjrvhdjNjsg _`us, hzvir W51\
H^H@ prjpiruČumj preĆjkmj h aj`jŤjkmj svegif prjghne u bukgdhikhsekmu H^ us`ufe, pe
H^ irfekhzedhme gime renh pi thl prjpirugele, vrjljkil liŤj ne ibirlh rjfhster hkdhnjktkhc shtuedhme, gimh pruŤe uvhn u jbhgeskist us`ufe h`h ne prhgeŤj hsgezekjpjrbirleksj ljkenŤjre h`h sjrvhsjre gimh mj ahi zenuŤjk ze rjťevekmj hkdhnjktkjshtuedhmj+
^hlj sj niahme pitrjake ljtrhge h svjugupkj pjrbileksj H^ prjnuzjĆe pistemuljr`mhvj+
H^ prjnuzjĆj gimj 51 ljsjdh preth h inljreve ke ivem keČhk svimj pjrbirleksj, ukerjnkim finhkh, hle iskivu h niari zke ťte h gegi in us`ufe liŤj ne pikunh hiajĆe+ Z`ife H^H@ e`ete mj h vhťjzkeČke+ _irjn iste`if, H^H@ e`eth pileŤu H^ gilpekhmhne kj prjgrťh svimj T@E #Tjrvhdj @jvj` Efrjjljkt ( ufivirj+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >?
_istimh si`hnke pikune e`ete gimh sj lifu keĆh ke trŤhťtu+ Ljċu kmhle kempizkethmhsibtvjrsgh pegjth su=
C_ Tjrvhdj Lekefjr 8+1 gimh iaucvete sgiri svj pistimjĆj bezj H^H@e
HAL ^hvi`h Tjrvhdj Qjqujst Lekefjr gimh iaucvete=
Hkdhnjkt Lekefjljkt, _ria`jl Lekefjljkt h Qjqujst Bu`bh`ljkt
ALD Qjljny Tjrvhdj Njsg gimh senrŤh Hkdhnjkt Lekefjljkt h _ria`jl
Lekefjljkt
LekefjJkfhkj TjrvhdjNjsg _`us gimh senrŤh linu`j ze vjĆhku H^H@ beze
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >5
:+ _rhljke H^H@ prjpiruge ke sjrvhs reČukersgj iprjlj
:+5+ H^H@ u pregsh
Qez`izh ze prhljku H^H@e u vrťjkmu us`ufe sjrvhshrekme reČukersgj iprjlj lifu ahtharimkh, e`h prhlerkh lithv mj u pitrjae ne sj ti renh miť ai`mj kjfi rekhmj+
Z pregsh, H^ irfekhzedhmj Čjsti zepiČhkmu se nj`hlhČkhl usvemekmjl H^H@ aha`hitjgj htene usvememu ikj pridjsj gimh lifu kemvhťj uthdeth ke rjťevekmj kmhcivhc pria`jle+
Zviċjkmj pregsj pi H^H@ prjpirugele mj nufitremek pridjs+ LiŤj priĆh h finhku hvhťj neke prj kjfi ťti prhljke H^H@e niahmj ljsti u svjsth `munh+ Kivh pridjsh gimj
nikish H^H@, zectjvemu ne zepis`jkh u sjrvhskhl inj`mjkmhle inaedj steru pregsu h
prhljkj kivj iaresdj u svil sveginkjvkil renu+ ^i mj iphseki pimlil gu`turj+
Gegi mj tjle ivif rene prhljke H^H@ prjpiruge ke vrťjkmj us`ufe sjrvhshrekmereČukersgj iprjlj, u ne`mjl tjgstu net mj rje`ek prhgez H^ gilpekhmj gime pruŤe H^us`ufj gegi spi`mkmhl, tegi h ukutreťkmhl pis`ivkhl g`hmjkthle, u gimj spenemu
hlp`jljktedhmj h sjrvhshrekmj hkbirledhikhc shstjle h iprjlj+
:+1+ Ttunhme s`uČ eme , iphs H^ irfekhzedhmjW6\
Gilpekhme ^ea @hlhtjn prjnstev`me H^ irfekhzedhmu srjnkmj vj`hČhkj se inrjċjkhlarimjl renkhc hspisteve ťhril eustre`hmsgj nrŤevj Kjw Tiutc Ve`js+ Hkbirledhikj
tjcki`ifhmj prjnstev`memu tjlj`m ze kmhcivu f`evku nj`etkist, hspirugu H^ prihzvine h
us`ufe kmhcivhl g`hmjkthle+
^igil kjgi`hgi finhke, ive H^ irfekhzedhme mj priť`e griz treksbirledhmu h priťhrh`ebrikt svimj nj`etkisth se sjrvhshrekme lehkbrelj shstjle h gremkmhc tjrlhke`e ge
s`iŤjkhmhl h rezkivrskhmhl us`ufele gimj su pribh`hsekj prjle zectjvhle g`hmjkete+
Ni ivhc priťhrjkme u pis`ivekmu niť`i mj upirjni se uviċjkmjl nhstrhauhrekhc shstjleug`muČumuĆh hktjrkjt, pimevu rezkhc De`` djktere h nrufhc, uf`evkil ke hktjrkjtu
zeskivekhc sjrvhse+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >1
_irestil arime us`ufe gimj su u pikunh, niteneťkmh keČhk uprev`mekme hkdhnjktkhlshtuedhmele h pria`jlhle, uf`evkil iphsek griz tjckhČgj pridjnurj niťei mj pin
vj`hgi iptjrjĆjkmj, sesvhl prhťevťh frekhdh kegik gimj ah ah`e ufriŤjke hspirugevhsigi gve`htjtkhc us`ufe, h pi hsthl djkele+
:+4+ Gu`ture H^ irfekhzedhmj
Gu`ture kjgj H^ irfekhzedhmj Čjsti sj kj vhnh seli griz kmjku sveginkjvku pregsu uuprev`mekmu pridjnurele, pi`hsele h bukgdhikhsekmu gileknkif `ekde, vjĆ h grizkmjki isia`mj+
Ajz rezlhť`mekme i gu`turh, H^ isia`mj tjŤh ruthkh tigil hzvreťevkme svimhc zenetege hiaevjze, ťti vhťj is`hgeve gu`turu u vj`hghl H^ girpiredhmele kjfi Ťj`mjku gu`turugimu nikish ‐kemai`me pregse“+
Z H^ ljkenŤljktu ivj H^ irfekhzedhmj prjpize`h su zkeČem pitrjaj zeukeprjċhvekmjl pridjse h priljkil gilpekhmsgj gu`turj u kivhl igi`kisthle+Zspj`h su ne njbhkhťu svimu kemveŤkhmu pitrjau ze priljkil, e ti mj pitrjae zeuviċjkmjl iamjnhkmjkif pridjse gimh iaucvete ljkenŤljkt hkdhnjkthle,
pria`jlhle h hzljkele, e gimh Ćj prh tilj ahth h bhkekshmsgh iprevnek h u sg`enu se
kemai`mil pregsil+
Gei rjťjkmj ze netu shtuedhmu ineare`h su H^H@ aha`hitjgu ‐kemai`mj pregsj“+
:+>+ Ttunhme pis`ivkif s`uČeme
_i njbhkhsekmu f`evkif, stretjťgif dh`me i usvemekmu kemai`mj pregsj, itvirjke mjstunhme pis`ivekme gime mj zepiČjte eke`hzil stekme u niteneťkmim irfekhzedhmh ivj H^gilpekhmj+ Ztvrċjkh su s`jnjĆh kemveŤkhmh pria`jlh=
Z irfekhzedhmh pis`ivekme pistimh vj`hgh arim prjg`epekme u nuŻkisthle h renkhlbukgdhmele
Z H^ irfekhzedhmh kjpistimh iamjnhkmjk prhstup u uprev`mekmu hkdhnjkthle,
pria`jlhle h hzljkele
Hkdhnjktkj shtuedhmj sj kj eke`hzhremu h kj hsphtumu sj pimevj trjknive u thl
shtuedhmele
Kj pistimh eke`hze uzrige rezkhc hkdhnjktkhc pimeve
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >4
Kj pistimh meski njbhkhseke pi`hthge gin uprev`mekme hzljkele
Qezkivrskj hzljkj ke H^ hkbrestrugturh h ep`hgedhmele sj invhmemu ajz zvekhČkif iniarjkme
^egiĕj, ivj hzljkj sj Čjsti kj zegezumu h hzvrťevemu u tjrlhkhle gimh ah hle`h
kemlekmj uthdeme ke pis`ivkj egthvkisth
Kj vrťh sj pridjke rhzhge gin hlp`jljktedhmj hzljke ke us`ufele
Kj vrťh sj lifuĆe eutilethzedhme u pruŻekmu us`ufj ťti ah lif`i ne skhzh djku us`ufj
Nete stunhme mj pitil hsteg`e h kearime`e prjnkisth gimj sj iČjgumu in usvemekme
prjpiruge ‐kemai`mj pregsj“ u ljkenŤljktu hkdhnjkthle, pria`jlhle h hzljkele, u
gimj spenemu h s`jnjĆj=
_ivjĆeke ajzajnkist H^ hkbrestugturj
_ivjĆek khvi us`ufe, kmhcivj nistupkisth h hspirugj
Ttretjťge priljke u gu`turh H^ ljkenŻljkte, prj`esgil se r jegdhmsgj ke
prjvjkthvku prhrinu
]keČemki ukeprjĕjkmj pridjse h kmhcivi usg`eĕjkmj se H^H@ prjpirugele
]keČemkj uťtjnj u ipjrethvkhl triťgivhle #tigil prvj trh finhkj ivj uťtjnj
su nisthf`j hzkis in 3+1 lh`hike eustre`hmsghc ni`ere h`h igi 2+1:6+??? JZQ(
keljkmjkhl ze hlp`jljktedhmu sibtvjrsghc e`ete, ze kenzir h preĆjkmj ukuter ljkenŻljkte hkdhnjkthle, pria`jlhle h hzljkele+
Ke gremu stunhmj pis`ivkif s`uČeme pridjkmjki mj ne ah djke primjgte hlp`jljktedhmjH^H@ aha`hitjgj hzkish`e 1+8 lh`hike eustre`hmsghc ni`ere h`h igi 1+1 lh`hike JZQ+
:+:+ Qezrene s`uČeme
:+:+5+ Ttretjťgh rez`izh
Z H^ irfekhzedhmh su njbhkhse`h f`evkj tegthČgj rez`ifj h`h lithvj ze hlp`jljktedhmu H^H@
prjpiruge, h ti su ah`h ljkenŤljkt hkdhnjkthle h pria`jlhle h ljkenŤljkthzljkele+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >>
:+:+1+ Tibtvjrsgh e`eth
Ztvrċjki mj ne mj ze pitrjaj eutilethzedhmj ljkenŤljkte hkdhnjkthle, pria`jlhle hhzljkele kuŤki girhsthth kjgh in prhg`enkhc sibtvjrsghc e`ete+ ^il prh`hgil surezletrekj s`jnjĆj ipdhmj=
Ipdhme 5 — Ttetus Uui kj ljkmeth pistimjĆj stekmj
Tvj vjĆe s`iŤjkist kivhc us`ufe, gei h keČhkh kmhcivj hspirugj, vjile arzi ah hle`h
kjfethvek uthdem ke gve`htjt H^ us`ufe, ugi`hgi ah sj ren ke hspirudh us`ufe kestevhi u
igvhrhle pistimjĆj hkbrestrugturj+
Ipdhme 1 — _riťhrjkmj nj`etkisth seneťkmjf sjrvhskif njsge
Niseneťkmh sjrvhskh njsg, uf`evkil mj hlei u`ifu rjegthvkif cj`p njsge h ajzzkeČemkhc u`ife u nrufhl ia`esthle+ _ridjkmjki mj ne ah is`ekmekmj ke kmjfivu
bukgdhike`kist hle`i jbjgte u greĆjl vrjljksgil rigu, nig ah ke nuŤj stezjivegve in`uge nivj`e ni pimevj inrjċjkhc rhzhge=
pistimjĆe ep`hgedhme se gimhl sjrvhskh njsg renh mj zesterj`e h kjle ne`mu pinrťgu in strekj prihzviĕeČe
piljkute ep`hgedhme kj iamjnhkmeve bukgdhike`kisth ljkenŻljkte hzljkele h ljkenŻljkte ze hspukmevekmj zectjve
vrjlj pitrjaki ze seliste`ek rezvim Żj`mjkhc gilpikjkth zkeČemki prjleťumj vrjlj pitrjaki ze hlp`jljktedhmu e`tjrkethvkhc rjťjkme
ze gilp`jtki iamjnhkmevekmj ljkenŻljkte hkdhnjkthle, pria`jlhle h hzljkele ke pistimjĆim p`etbirlh ah`i ah pitrjaki zkeČ emki ninetki vrjlj,
gei h bhkekshmsghc hznetege ze kmhcivi kegkenki `hdjkdhrekmj
Ipdhme 4 — Hzair infiveremuĆjf sibtvjrsgif rjťjkme — e`ete
Tulhrekmjl kjnistetege gimj se siail kisj prjtcinkj nvj ipdhmj, ive ipdhme mj
piste`e prhrinek hzair+ Hzvjnjke mj eke`hze h jve`uedhme pizkethc h pitvrċjkhcsibtvjrsghc e`ete h pridjke kmhcivj spisiakisth ne infivirj ke pistev`mjkj zectjvj=
nete ep`hgedhme lire ne prjnstev`me rjťjkmj gimj u pitpukisth hktjfrhťj pridjsjljkenŻljkte h ne pistimh u vhnu girpirethvkif hznekme
sibtvjr lire ahth usg`eĕjk se H^H@ ljtini`ifhmil
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >:
lire ahth ilifuĆjki `egi pivjzhvekmj se ep`hgedhmele gei ťti su LT Edthvj
Nhrjdtiry h`h TE_
lire ne senrŻh ljkenŻljkt hkdhnjkthle, pria`jlhle h hzljkele, e pitrjaki mj n e hle lifuĆkist ninevekme aezj ze ljkenŻljkt gikbhfuredhmele
lire ne senrŻh giktri`j ze iajzajĕhvekmj hktjfrhtjte pinetege h kmhcivuajzajnkist
ep`hgedhme lire ne aunj usef`eťjke se erchtjgturil pistimjĆjf sibtvjre prh sjrvhskil njsgu
kenifrenkme lire ahth `ege h ajz zectjve ze vj`hghl hzljkele
pretjĆe niguljktedhme lire ahth iahlke
iČjgumj sj gve`htjtek trjkhkf h`h iauge gei pretjĆe pinrťge ep`hgedhmh
Jve`uedhmil sibtvjrsghc rjťjkme, hzair mj pei ke Dilputjr EssidhetjsZkhdjktjr gei
rjťjkmj gimj kemai`mj infivere zectjvhle H^ irfekhzedhmj, e uzfrjn u gilpekhmh sj
vjĆ h uspjťki girhsth iste`h sibtvjr hstif prihzviċeČe+
In kemveŤkhmhc geregtjrhsthge, ivi rjťjkmj nikish lifuĆkist kenzire h e`erlhrekme
gei h kmhcivu hktjfredhmu se iste`hl ljkenŤljkt pridjshle+ Ivhlj sj H^ljkenŤljktu pruŤe prh`hge ne hle dj`ivht, jkntijkn uvhn u pridjskj tigivj ke
gimhle sj zeskhvemu h hspiruČumu H^ us`ufj ge spi`mkhl h ukutreťkmhl g`hmjkthle+
:+:+4+ _ridjsh ‐kemai`mj pregsj“
_i hzairu enjgvetkif sibtvjrsgif rjťjkme, H^H@ prjpirugj su prhcveĆjkj geigilpikjkte in vhte`kj veŤkisth u pruŤekmu pinrťgj pridjshle rezvime h upitrjajinearekif sibtvjre+
LjkenŤljkt hkdhnjkthle
_rjnkisth gimj mj irfekhzedhmh nikj`e hlp`jljktedhme ljkenŤljkte hkdhnjkthletigil pjrhine in trh finhkj su=
piai`mťek kenzir, ťti mj ilifuĆh`i prjdhzkhmu h njte`mkhmu privjru piťtivekmeT@E ufivire
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >2
ukeprjĕjki mj uprev`mekmj hkbirledhmele i gve`htjtu pruŻjkhc H^ us`ufe
pisthfkute mj ai`me irfekhzedhme H^ isia`me h piv hťjke kmhcive jbhgeskist
hzfua`mjkh h`h pifrjťkh zectjvh ze us`ufil h`h hkdhnjkth sene sj arzi j`hlhkhťu
niahmjke mj eŻurke aeze ze ljkenŻljkt gikbhfuredhmele #DLNA(
uvjĆeke mj sethsbegdhme girhskhge h g`hmjkete
LjkenŤljkt pria`jlhle
Z prjnkisth gimj mj nete H^ irfekhzedhme niah`e hlp`jljktedhmil ljkenŤljktepria`jlhle, spenemu=
pivhťjk gve`htjt H^ us`ufj
slekmjk arim hkdhnjktkhc shtuedhme
tremke rjťjkme, pisthfkut mj vjĆh arim tremkhc rjťjkme
ukeprjĕjk mj pridjs uČjkme u gilpekhmh
pivjĆek mj arim rezrjťjkhc shtuedhme hz prvif piguťeme
_rhljr hz pregsj
_rhgup`mekmjl njte`mkhc, gilp`jtkhc hkbirledhme i hkdhnjkthle h kmhcivhl uzridhle, H^
thl mj u lifuĆkisth ne inrjnh h gene sj pria`jl mev`me gei hzi`ivekh hkdhnjkt h`h gene mj pria`jl nji vjĆjf pria`jle u pizenhkh+ Egi mj u phtekmu vjĆh pria`jl birlhre sjthl `munh gimh su zenuŤjkh ze rjťevekmj tegvhc pria`jle+
^egev mj ahi h s`uČem gene H^ irfekhzedhme pizveke ne hstreŤh uzrig hkdhnjktkhcshtuedhme se prhktjrhle ke `igedhmh pis`ivkif g`hmjkte+ Ivh prhktjrh gimh su sj hkeČjgirhsth`h ze ťtelpekmj nkjvkhc hzvjťteme i treksegdhmele, stekmhle ke reČukhle hnrufj keljkj ah ajz vhn`mhvhc rez`ife ljkme`h svim stetus u ibb`hkj+
In liljkte prhljkj H^H@ prjpiruge, zepiČjte mj h pregse kithrekme svhc hkdhnjktkhcshtuedhme h kmhcivhc iphse+ Eke`hzil svhc ivhc `ifive h`h zephse, utvrċjki mj ne ive
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >6
pis`ivke irfekhzedhme ljsjČki prhmev`mumj Čeg :?? ni 2?? pria`jle vjzekhc zeprhktjrj+
H^ prjnuzjĆj mj ze rjťevekmj ivj shtuedhmj birlhre`i piljkuth thl tjckhČere, gimh suzepiČj`h se hsteŤhvekmjl s`uČeme h utvrnh`h ne mj uzrig pria`jle se ťtelpeČhle ahi u
sbjrh lrjŤkj gilukhgedhmj hzljċu kmhc+ Qjťjkmj pria`jle sj svj`i ke prhljkusibtvjrsgif petdce ke shstjlu+
Ne`me prhljke H^H@e ilifuĆh`e mj ne pria`jlh se ťtelpeČhle aunu ke vrjljuiČjkh, tegi ne mj arim hkdhnjktkhc shtuedhme pei ke igi sti u ljsjd neke h ti
uf`evkil ikhc se ljcekhČghl uzirigil gvere, gei ťti mj zef`ev`mhvekmj pephre+
_iuge mj ne H^H@ kj pinuČeve gegi sj piprev`memu prhktjrh h`h ah`i gime nrufe iprjle,H^H@ kunh pridjsj gimhle sj hkdhnjkth g`eshbhgumu ke tegev keČhk, h pileŤj ne sj
rjťevekmj thc hkdhnjkete ninj`mumj infiveremuĆjl thlu ze pinrťgu ukuter H^prjnuzjĆe+
LjkenŤljkt hzljkele
_isjakj prjnkisth gimj mj nikj`e hlp`jljktedhme ljkenŤljkte hzljkele ug`muČumu=
ai`mj usef`eťevekmj H^ us`ufe se zectjvhle pis`ivkhc g`hmjkete
ai`mj rezuljvekmj h gilukhgedhme igi pitrjakhc h zectjvekhc hzljke,
hzljĕu H^ isia`me h g`hmjkete
teČkhme pridjke rhzhge
ulekmjk ťtjtek uthdem hzljke ke gve`htjt H^ us`ufe h T@E ufivire
teČkhme pridjke pitrjakhc triťgive ze prjn`iŻjkj hzljkj
slekmjk arim pitr jakhc hzljke h kmhcivi i`egťeki hzviĕjkmj
ukeprjĕjk ljkenŻljkt pria`jlhle h nistupkiťĆu upitrjail gve`htjkhmhc h
pitpukhmhc hkbirledhme i hzljkele, fjkjrhsekhc tigil invhmekme pridjse
ljkenŻljkte hzljkele
pivhťjk renkh uČhkeg girhskhge slekmjkmjl prjghne u renu h vjĆhlgve`htjtil us`ufe
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >3
pivhťjke prinugthvkist H^ isia`me zaif slekmjkif arime shtuedhme geneliremu ne kepuťtemu svimj rjnivkj nuŻkisth zaif pimevj hkdhnjktkhc
shtuedhme
ai`mj rezuljvekmj girhskhgivhc pis`ivkhc dh`mjve h pitrjae
:+:+>+ Hlp`jljktedhme
_rimjgtkh thl mj sestev`mjk in privjrjkhc pizkeve`ede hlp`jljktedhmj sibtvjre h H^H@
pridjse+ _iuzneki uprev`mekmj primjgtil mj u ivil s`uČemu ah`i in vj`hgj veŤkisth
gegi ah sj legshle`ki ulekmh`h rhzhdh in kjuspjce ivif primjgte+
Rr`i arzi, kegik prvhc njlikstredhme lifuĆkisth kivif sibtvjrsgif e`ete h pretjĆhcpridjse, prhljĆjk mj niaer inzhv in strekj isia`me irfekhzed hmj, sgiri pinmjnkegi,
gegi hz H^ tegi h hz nrufhc inj`mjkme+
^igil ivif pjrhine, nikjtj su kjgj stretjťgj in`ugj gimj su uthde`j ke uspjťkiinvhmekmj primjgte=
In`uČjki mj ne sj pistimjĆj tjckhČgj pridjnurj u irfekhzedhmh rjnhzemkhremu
gegi ah sj usg`enh`j se H^H@ sibtvjrsghl e`etil+ Ivi mj kegkenki ureĕjki miťnjte`mkhmj, gegi ah sj pistimjĆj pridjnurj u pitpukisth usg`enh`j se H^ H@ prjpirugele+
Iajzajĕjk mj prjkis zkekme h vjťthke `munh u primjgtkil thlu ke isia`mjukuter irfekhzedhmj+
In`uČjki mj ne sj pistimjĆh sibtvjrsgh e`et kenifrenh aezil ze ljkenŻljkt gikbhfuredhmele
LifuĆkisth sibtvjrsgif e`ete ne kenzhrj h e`erlhre inlec su prhljkmjkj kesvhl kemveŻkhmhl sjrvjrhle u H^ irfekhzedhmh
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | >8
:+:+:+ Hzviċjkmj primjgte
^igil hzviċjkme primjgte, in selif piČjtge h f`evkh rugivinhidh h isia`mj ukuter irfekhzedhmj ah`h su ug`muČjkh u pridjsj prhljkj sibtvjrsgif e`ete u sveginkjvkhl, pregthČkhl shtuedhmele+ Z tj egthvkisth su ah`j ug`muČjkh h gursjvh h iauge, h ren keniguljktivekmu pridjse gimh sj invhmemu ke nkjvkil khviu+
Gegi mj h rjhkŤjkmjrhkf pistimjĆhc pridjnure vjzekhc ze uprev`mekmj hkdhnjkthle,pria`jlhl h hzljkele zectjvei niari pizkevekmj H^H@e h keČhke hspirugj us`ufe,nji H^ isia`me mj priťei griz hktjzhvkhmh gurs i H^H@ ljtini`ifhmh+ Z geskmim bezh mjprjnvhċjki ne gilp`jtki isia`mj u H^ irfekhzedhmh piceċe ivj gursjvj, ne ah sj
iajzajnhi gikthkuhtjt u prhljkh kivj ljtini`ifhmj rene+
H^H@ u H^ inj`mjkmu
Zpitrjae sibtvjrsgif e`ete umjnki se prhljkil H^H@ prjpiruge, ilifuĆh`e mj H^inj`mjkmu ne hle pi prvh put puku, svjiaucvetku s`hgu i hkdhnjkthle, pria`jlhle h
hzljkele h i vj`hČhkh kmhcivif uthdeme ke pridjsj u tigu+
^egiċj, lifuĆkist kenzhrekme, preĆjkme shtuedhmj h hzvjťtevekme i hkdhnjkthle h
pria`jlhle, ilifuĆh`e mj vjĆu gikdjktredhmu ke selj us`ufj h ljkenŤljktnistupkiťĆu+
H^H@ u iste`hl inj`mjkmhle u irfekhzedhmh
Zkuter H^ irfekhzedhmj pistimj h nrufe, pis`ivke inj`mjkme, prhljre renh giljrdhme`e,
reČukivinstvi h`h bhkekshmj gime pikjgen hlemu sveginkjvkh giktegt h inkis seg`hmjkthle H^ irfrekhzedhmj+
Z mjnkil in thc inj`mjkme, uiČjk mj hzuzjtek inzhv ke uviċjkmj H^H@ pregsj h geipis`jnhde tife, niť`i mj ni ukeprjċhvekme keČhke ke gimj su nit`j kevhg`h ne rjťevemuh`h rugumu pria`jlhle u renu+
Ivnj mj hlp`jljktedhme H^H@e ah`e uspjťke h pinpilifkute upitrjail sibtvjrsgife`ete gei pigrjteČe, ťti mj rjzu`thre`i hzljkele kmhcivhc pis`ivkhc pridjse hpivjĆekil pis`ivkil nhsdhp`hkil+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | :?
ZiČjkh jbjgth su prhgezekh u ^eaj`h :+5
Kivj lifuĆkisth Nistupkist Zthdem
Grjhrekmj mjnhkstvjkif,
hktjfrhsekif pridjskif tige u
ljkenŤljktu hkdhnjkthle,
pria`jlhle, h hzljkele gimh sj
invhme gei steknernkh, pikiv`mhvh
h gikzhstjktek dhg`us ťhril H^irfekhzedhmj+
Grjhrekmj aezj zkekme se meski h
njte`mki iphsekhl rjťjkmhle
pria`jle
_ivjĆeke spisiakist
uprev`mekme lrjŤil htj`jgilukhgedhikhl Čvirivhle+
IlifuĆjki uviċjkmj H^H@pregsj u ljkenŤljkt H^us`ufele
RjĆe treksperjktkist — stetus u
rjťevekmu kjgif pria`jle
ukuter H^ irfekhzedhmj mj sene
uvjg h `egi nistupek+
_ria`jlh h trjknivh lifu sene
ahth itgrhvjkh lkifi rekhmj h
lifu sj ukeprjn prjnuprjnhth,
uljsti ne sj rjťevemu tjg genesj pimevj+
Ai`me giktri`e — hzvjťtemh ipria`jlhle sj kjĆj kjfnjzeturhth+ Ai`mj h arŤj rjefivekmjke upizirjkme h e`erlektkj
shtuedhmj+
_iai`mťeki hzvjťtevekmj —
teČkhme stethsthge, eŤurkist pinetege
_iai`mťeki nikiťjkmj in`uge
pivjĆeke spisiakist zejbhgeski h uprev`mekmj
pria`jlhle h kmhcivi
prjnuprjċhvekmj
Lekme kjbukgdhike`kist us`ufe —
se nrufj strekj pivjĆekmjbukgdhike`kisth H^ us`ufe
Lekmh unji hknhvhnue`kj
jgspjrthzj u rjťevekmupria`jle h vhťj thlsgif rene
Zkeprjċjki uprev`mekmj
niaev`meČhle, ai`mj uiČevekmj
pria`jle h kmhcivi rekfhrekmj pi
prhirhtjtu+
Ai`me giktri`e inkise h
piťtivekme gimh spi`mkh
hspiruČhidh hsgezumu prjle T@Eufivirhle se H^ irfekhzedhmil
^eaj`e :+5 — _rhgez istverjkhc jbjgete, hzvir W6\
LjkenŤljkt H^ hlivhkil mj in piČjtge nikji kjgj veŤkj prjnkisth griz piphs,preĆjkmj h hzvjťtevekmj i H^ hlivhkh+ ^u spenemu h=
prjvjkthvkh kenzir H^ hlivhkj, eke`hze trjknive h hzvjťtevekmj
gilp`jtek h eŻurek prjsjg stekme H^ hlivhkj, nipukmjk ufivirhle iinrŻevekmu
hkbirledhmj i cernvjrsghl gikbhfuredhmele gei pinrťge inrŻevekmu H^ hlivhkj
Ninetke pifinkist mj ne sj sibtvjrsgh e`et liŤj kenifrenhth u H^H@ aezu zeuprev`mekmj gikbhfuredhmele #H^H@ DLNA(+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
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RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | :5
Hzvrťkh ljkenŤljkt
Tteah`ke h kjprjghnke pinrťge in strekj hzvrťkif ljkenŤljkte u irfekhzedhmh ah`e mjin prjsunkj veŤkisth ze uspjc primjgte, piťti su ke vrjlj uvhnj`h ne kivh shstjlrene pi H^H@ ljtini`ifhmh prjnstev`me pigrjteČgu skefu irfekhzedhmj ne hzvrťh rjvhzhmu
svimhc pridjse h pridjnure h ne pisthfkj piai`mťekme gime Čeg khsu kh prjnvhċjke uvrjlj gene mj primjget iniarjk+
:+:+2+ Linj` pinr ťgj H^ us`ufj
T`hge :+5 Linj` pinr ťgj H^ us`ufj, hzvir W6\
^eaj`e :+1 — ]enedh H^H@ gilpikjkth, hzvir W6\
H^H@ gilpikjkte Dh`m
LjkenŤljkt hkdhnjkthle RreĆekmj us`ufj u ipjrethvki stekmj ťti mj arŤj lifuĆj selhkhle`khl uthdemjl ke pis`ivkj pridjsj, Čhlj sj ishfurevene mj nisthfkut kemvhťh lifuĆh khvi nistupkisth h inrŤevekmeus`ufj
LjkenŤljkt pria`jlhle Tlekmjkmj ťtjtkhc uthdeme gimj hkdhnjkth h pria`jlh lifu hlethke pis`ivkj pridjsj hzezvekj frjťgele u renu H^hkbrestrugturj h ai`mj prjnuprjċhvekmj pimevj hkdhnjktkhcshtuedhme, pria`jle h frjťege
LjkenŤljkt hzljkele Ishfureve ne sj girhstj steknernkh ljtinh h pridjnurj zejbhgeski h arzi rugivekmj svhl hzljkele, gegi ah sj ulekmhikmhciv uthdem ke vrťjkmj H^ us`ufj+
LjkenŤljkt hznekmhle Nemj dj`ivht pif`jn ke hzljkj ukuter H^ us`ufe h ishfureve nesu rezlitrjkh svh espjgth hznekme+
LjkenŤljkt gikbhfuredhmele Ia`hgumj `ifhČgh linj` H^ hkbrestrugturj, putjl hnjkthbhgedhmj,giktri`j, inrŤevekme h privjrj vjrzhme svhc gikbhfuredhikhcstevgh gimj pistimj+
LjkenŤljkt hkdhnjkthle
LjkenŤljkt pria`jlhle
LjkenŤljkt hzljkele
LjkenŤljkt gikbhfuredhmil
LjkenŤljkt hznekmhle
H^ irfekhzedhme, G`hmjkth h Girshkhdh
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
http://slidepdf.com/reader/full/specijalisticki-rad-vrsenje-usluga-servisiranja-racunarske-opreme-po-itil 59/62
RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | :1
:+:+6+ Linj` hspirugj H^ us`ufj
T`hge :+1 — Linj` hspirugj H^ us`ufj, hzvir W6\
^eaj`e :+4 — ]enedh H^H@ gilpikjkth, hzvir W6\
H^H@ gilpikjkte Dh`m
LjkenŤljkt khviil us`ufj InrŤevekmj gei h pistjpjki ukeprjċhvekmj usg`eċjkisthgve`htjtkj H^ us`ufj se pis`ivkhl pridjshle putjl ste`kifnifiverekme, kenzhrekme, hzvjťtevekme, eke`hzhrekmenisthfkuĆe gei h hsgirjkmhvekme kjprhcvet`mhvhc khvie H^ us`ufe
LjkenŤljkt nistupkiťĆu Ipthlhzedhme spisiakisth irfekhzedhmj h kmjkj H^hkbrestrugturj ne pi pivi`mkhl djkele pruŤh inrŤhv khvinistupkisth us`ufj Čhlj sj hspukmevemu pitrjaj ahzkhse
LjkenŤljkt gepedhtjtil _rjpizkevekmj aunuĆhc zectjve ahzkhse h ishfurevekmj ne svhtrjkutkh h aunuĆh espjgth gepedhtjte h pjrbirleksh aunupruŤjkh pi pivi`mkhl djkele
Bhkekshmsgh ljkenŤljkt ze H^us`ufj
NileĆhksgi rugiviċjkmj H^ hlivhkil h bhkekshmsghlrjsurshle keljkmjkhl ze hspirugu H^ us`ufe
Gikthkuhtjt H^ us`ufe _inrťge svjugupkil pridjsu ljkenŤljkte pis`ivkifgikthkuhtjte, ishfurevekmjl ne sj zectjveke H^ tjckhČge hus`uŤke pistrimjkme lifu iakivhth u treŤjkil h nifivrjkilvrjljksgil hktjrve`u
Tjrvhskh njsg Bukgdhikhťj gei ninhrke teČge hzljċu pis`ivkhc girhskhge hljkenŤljkte H^ us`ufele+ Qugivinh hkdhnjkthle hzectjvhle, birlhre spikj ge nrufhl egthvkisthle gei ťti suhzljkj, pria`jlh, gikbhfuredhmj, hznekme, khvi h gikthkuhtjtus`ufj
Thfurkist _rjnstev`me pridjs uprev`mekme zenethl khviil ajzajnkisthhkbirledhme h H^ us`ufe
H^ irfekhzedhme, G`hmjkth h Girshkhdh
LjkenŤljktkhviil us`ufj
LjkenŤljktnistupkiťĆu
LjkenŤljktgepedhtjthle
LjkenŤljkt
bhkekshmele
Gikthkuhtjt H^
us`uŤhvekme
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
http://slidepdf.com/reader/full/specijalisticki-rad-vrsenje-usluga-servisiranja-racunarske-opreme-po-itil 60/62
RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | :4
_iljkute irfekhzedhme, ^ea @hlhtjn , tjg mj piČj`e ne prjpizkemj prjnkisth gimjnikish prhljke e`ete pi H^H@ prjpirugele, griz uprev`mekmj hkdhnjkthle, pria`jlhle
h hzljkele+
Zspjc primjgte mj sene zeferektivek, iazhril ne h iste`e pis`ivke inj`mjkme u
irfekhzedhmh Ťj`j ne itpiČku se prhljkil e`ete h`h egi fe vjĆ girhstj, Ťj`j priťhrjkmjkmjfivhc lifuĆkisth, ťti mj pitrjaki gene sj zectjve rjhkŤjkmjrhkf kjgif rekhmjf
pis`ivkif pridjse+
F`evke prjnkist mj u kivil, iamjnhkmjkil prhstupu uprev`mekme hkdhnjkthle,
pria`jlhle h hzljkele, ťti ivim H^ irfekhzedhmh ilifuĆumj gilp`jtek uvhn u tig
invhmekme renkhc ipjredhme, in kmhcivif piČjtge pe ni zevrťjtge+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
http://slidepdf.com/reader/full/specijalisticki-rad-vrsenje-usluga-servisiranja-racunarske-opreme-po-itil 61/62
RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
T t r e k e | :>
2+ ]eg`muČeg
Rj`hgh arim irfekhzedhme vhnh ljkenŤljkt H^ us`ufele gei kjťti ťti hle nilhkektek
tjcki`iťgh prjnzkeg, e lekmj pis`ivkh+ Aha`hitjge H^H@ prilivhťj prhkdhp pivjzhvekme
se ahzkhsil u prhstupu ljkenŤljktu H^ us`ufele gimh pisthsgumj kjgeneťkmushtuedhmu se arimkhl ljċusiaki hzi`ivekhl tjcki`iťghl istrvdhle u vinele ahzkhse+
^jŤhťtj ljkenŤljkte H^ us`ufele sj ljkme`i tigil vrjljke h u aunuĆkisth ivitjŤhťtj Ćj miť vhťj ahth piljrjki se tjcki`iťghc espjgete ge pitrjaele pis`ivkhc
irfekhzedhme h kmhcivhc pridjse+
Kivh shstjlh ljkenŤljkte sj vjĆ rezvhmemu h tegev rezvim Ćj sj kestevhth h tigilkerjnkhc finhke+ _rjnpistevge mj ne Ćj sj ivem rezvim invhmeth svj arŤj, upirjni sepitpukhl njbhkhsekmjl steknerne ze rezljku hkbirledhme ljċu e`ethle+ Z iskivh,kivh shstjlh ljkenŤljkte Ćj pisteth=
miť vhťj usljrjkh ke pitrjaj pis`ivkhc irfekhzedhme
ČvrĆj hktjfrhsekh se pis`ivkhl pridjshle
lekmj zevhskh in tjcki`ifhmj
vhťj hktjfrhsekh se nrufhl ljkenŤljkt e`ethle h pridjshle
Z til slhs`u, H^H@ igvhr pruŤe niaru iskivu ze tegev rezvim shtuedhmj u ia`esth
ljkenŤljkte H^ us`ufele+
7/23/2019 Specijalisticki Rad - Vršenje usluga servisiranja računarske opreme po ITIL preporukama
http://slidepdf.com/reader/full/specijalisticki-rad-vrsenje-usluga-servisiranja-racunarske-opreme-po-itil 62/62
RRrr ť ťjjkk m mjj uuss`̀uuffee ssjjrrvvhhsshhrreekk m mee rreeČČuukkeerrssggjj iipprrjjlljj ppii HH^̂HH@@ pprrjjppiirruuggeellee
6+ @htjreture
W5\ AjČjmsghRumeg`hme N+= ‛Zprev`mekmj H^ us`ufele zeskiveki ke kemai`mim pregsh‐, ‛HKBIL‐, HTTK
5>:5>486, Ki+ 14)1??6
W1\ HTI)HJD 1????5=1??:, H^ Tjrvhdj lekefjljkt — _ert 5= Tpjdhbhdethik bir Hkbirlethik tjdcki`ify
sjrvhdj lekefjljkt, _ert 1= Dinj ib predthdj bir sjrvhdj lekefjljkt
W4\ Dert`hnfj E+, Ec`jy C+=“Ek Hktrinudtiry Ivjrvhjw ib H^H@ ®
R4“ htTLB `@tn, 1??6
W>\ “^cj Ibbhdhe` Hktrinudthik ti tcj H^H@ Tjrvhdj @hbjdyd`j“ ^TI@iknik, 1??6
W:\ ‐Ajfhkkjr‘s kitjs H^ Tjrvhdj Lekefjljkt whtc H^H@“, ^cj Ert ib Tjrvhdj _ty @tn, 1??6
W2\ ‐HTI)HJD 1???? Biuknethik Dilp`jtj Djrthbhdethik Ght Ttuny Fuhnj“, ^cj Ert ib Tjrvhdj _ty
@tn, 1??3
W6\ Niufcty G+= ‐Hkdhnjkt, _ria`jl ekn Dcekfj H^H@“, ^ea @hlhtjn, 1??4
W3\ cttp=))www+eddj`jretjnhnjes+dil)brjjhth`trehkhkf, njdjlaer 1?5?
W8\ cttp=))a`ifs+car+irf)car)drell)1??8)?:)fjtyiurhtprimjdtbesttredgj+ctl`, njdjlaer 1?5?
W5?\ cttp=))www+htep+purnuj+jnu)sjrvhdj)dete`if, njdjlaer 1?5?
W55\ ‐Tjrvhdj Njsg Lekefjr _`us vjr+3 “ , ]ICI Dirpirethik,
nistupki ke enrjsh cttp=))www+lekefjjkfhkj+dil, njdjlaer 1?5?