{"id":9847,"date":"2015-03-07T01:52:23","date_gmt":"2015-03-06T23:52:23","guid":{"rendered":"https:\/\/www.itsmf.gr\/web\/?p=9847"},"modified":"2026-07-20T11:21:59","modified_gmt":"2026-07-20T08:21:59","slug":"netweek-incident-management","status":"publish","type":"post","link":"https:\/\/www.itsmf.gr\/web\/el\/netweek-incident-management\/","title":{"rendered":"Netweek-Incident Management"},"content":{"rendered":"<p class=\"p1\">\u03a4\u03bf Incident Management, \u03b5\u03af\u03bd\u03b1\u03b9 \u03af\u03c3\u03c9\u03c2 \u03b7 \u03c0\u03b9\u03bf \u03b3\u03bd\u03c9\u03c3\u03c4\u03ae \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03b1\u03c3\u03af\u03b1 \u03c4\u03bf\u03c5 ITIL \u03ba\u03b1\u03b9 \u03c0\u03c1\u03bf \u03b1\u03c0\u03b1\u03b9\u03c4\u03bf\u03cd\u03bc\u03b5\u03bd\u03b7 \u03b3\u03b9\u03b1 \u03ba\u03ac\u03b8\u03b5 \u03b5\u03c6\u03b1\u03c1\u03bc\u03bf\u03b3\u03ae IT Service Management (ITSM) \u03ae ISO 20000. \u039c\u03b5 \u03b1\u03c6\u03bf\u03c1\u03bc\u03ae \u03bc\u03b9\u03b1 \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03c4\u03c5\u03b1\u03ba\u03ae \u03c3\u03c5\u03b6\u03ae\u03c4\u03b7\u03c3\u03b7, \u03c3\u03c4\u03b7\u03bd \u03bf\u03c0\u03bf\u03af\u03b1 \u03c3\u03c5\u03bc\u03bc\u03b5\u03c4\u03b5\u03af\u03c7\u03b1, \u03b8\u03b1 \u03ae\u03b8\u03b5\u03bb\u03b1 \u03bd\u03b1 \u03c3\u03b1\u03c2 \u03bc\u03b5\u03c4\u03b1\u03c6\u03ad\u03c1\u03c9 \u03bc\u03b5\u03c1\u03b9\u03ba\u03ad\u03c2 \u03bf\u03c5\u03c3\u03b9\u03b1\u03c3\u03c4\u03b9\u03ba\u03ad\u03c2 \u03c3\u03ba\u03ad\u03c8\u03b5\u03b9\u03c2 \u03ba\u03b1\u03b9 \u03b1\u03c0\u03cc\u03c8\u03b5\u03b9\u03c2 \u03c0\u03bf\u03c5 \u03b4\u03b9\u03b1\u03c4\u03c5\u03c0\u03ce\u03b8\u03b7\u03ba\u03b1\u03bd.<\/p>\n<ul class=\"ul1\">\n<li class=\"li1\"><b>\u03a3\u03ba\u03b5\u03c6\u03c4\u03b5\u03af\u03c4\u03b5 \u03b3\u03b9\u03b1 \u03c0\u03bf\u03b9\u03bf \u03bb\u03cc\u03b3\u03bf \u03b8\u03ad\u03bb\u03b5\u03c4\u03b5 \u03bd\u03b1 \u03b5\u03c6\u03b1\u03c1\u03bc\u03cc\u03c3\u03b5\u03c4\u03b5 Incident Management<\/b>.\u0397 \u03b1\u03c0\u03ac\u03bd\u03c4\u03b7\u03c3\u03b7 \u00ab\u03b3\u03b9\u03b1 \u03bd\u03b1 \u03b1\u03bd\u03c4\u03b9\u03bc\u03b5\u03c4\u03c9\u03c0\u03af\u03b6\u03bf\u03bd\u03c4\u03b1\u03b9 \u03bf\u03b9 \u03b2\u03bb\u03ac\u03b2\u03b5\u03c2 \u03c4\u03c9\u03bd \u03c3\u03c5\u03c3\u03c4\u03b7\u03bc\u03ac\u03c4\u03c9\u03bd\u00bb \u03b4\u03b5\u03bd \u03b5\u03af\u03bd\u03b1\u03b9 \u03b5\u03c0\u03b1\u03c1\u03ba\u03ae\u03c2. \u0398\u03b1 \u03c0\u03c1\u03ad\u03c0\u03b5\u03b9 \u03c0\u03ad\u03c1\u03b1 \u03b1\u03c0\u03cc \u03c4\u03b7\u03bd \u03c5\u03c0\u03bf\u03b4\u03bf\u03bc\u03ae \u03ba\u03b1\u03b9 \u03c4\u03b7\u03bd \u03c4\u03b5\u03c7\u03bd\u03bf\u03bb\u03bf\u03b3\u03af\u03b1 \u03ba\u03b1\u03b9 \u03bd\u03b1 \u03b3\u03af\u03bd\u03b5\u03b9 \u03ba\u03b1\u03c4\u03b1\u03bd\u03bf\u03b7\u03c4\u03cc \u03c0\u03c9\u03c2 \u03bc\u03b9\u03bb\u03ac\u03bc\u03b5 \u03b3\u03b9\u03b1 \u03c4\u03b7\u03bd \u03c5\u03c0\u03bf\u03c3\u03c4\u03ae\u03c1\u03b9\u03be\u03b7 \u03c4\u03b7\u03c2 \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03b7\u03bc\u03b1\u03c4\u03b9\u03ba\u03ae\u03c2 \u03bb\u03b5\u03b9\u03c4\u03bf\u03c5\u03c1\u03b3\u03af\u03b1\u03c2 \u03ba\u03b1\u03b9 \u03c4\u03c9\u03bd \u03c7\u03c1\u03b7\u03c3\u03c4\u03ce\u03bd (\u03ac\u03bd\u03b8\u03c1\u03c9\u03c0\u03bf\u03b9 \u03bf\u03b9 \u03bf\u03c0\u03bf\u03af\u03bf\u03b9 \u03c5\u03c0\u03bf\u03c3\u03c4\u03b7\u03c1\u03af\u03b6\u03bf\u03c5\u03bd \u03b1\u03bd\u03b8\u03c1\u03ce\u03c0\u03bf\u03c5\u03c2).<\/li>\n<li class=\"li1\"><b>\u039c\u03b7 \u03be\u03b5\u03ba\u03b9\u03bd\u03ac\u03c4\u03b5 \u03bc\u03b5 \u03c4\u03bf Incident Management \u03b5\u03c0\u03b5\u03b9\u03b4\u03ae \u03b5\u03af\u03bd\u03b1\u03b9 \u03b3\u03bd\u03c9\u03c3\u03c4\u03cc \u03ae \u03b3\u03b9\u03b1\u03c4\u03af \u03c6\u03b1\u03af\u03bd\u03b5\u03c4\u03b1\u03b9 \u03bc\u03b9\u03b1 \u03ba\u03b1\u03bb\u03ae \u03b1\u03c6\u03b5\u03c4\u03b7\u03c1\u03af\u03b1.<\/b> \u038a\u03c3\u03c9\u03c2 \u03bc\u03b9\u03b1 \u03ac\u03bb\u03bb\u03b7 \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03b1\u03c3\u03af\u03b1 \u03bd\u03b1 \u03b5\u03af\u03bd\u03b1\u03b9 \u03c0\u03b9\u03bf \u03b1\u03bd\u03b1\u03b3\u03ba\u03b1\u03af\u03b1 (\u03c0\u03c7 change management). \u0392\u03b5\u03b2\u03b1\u03b9\u03c9\u03b8\u03b5\u03af\u03c4\u03b5 \u03b5\u03c0\u03af\u03c3\u03b7\u03c2 \u03c0\u03c9\u03c2 \u03b8\u03b1 \u03b1\u03bb\u03bb\u03ac\u03be\u03b5\u03c4\u03b5 \u03ba\u03b1\u03b9 \u03b8\u03b1 \u03b5\u03bd\u03b9\u03c3\u03c7\u03cd\u03c3\u03b5\u03c4\u03b5 \u03c4\u03b7\u03bd \u03c4\u03c1\u03ad\u03c7\u03bf\u03c5\u03c3\u03b1 \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03b1\u03c3\u03af\u03b1 \u03c3\u03c4\u03b7\u03bd \u03bf\u03c5\u03c3\u03af\u03b1 \u03c4\u03b7\u03c2 \u03ba\u03b1\u03b9 \u03c3\u03c4\u03bf\u03bd \u03c4\u03c1\u03cc\u03c0\u03bf \u03c0\u03bf\u03c5 \u03b1\u03bd\u03c4\u03b9\u03bc\u03b5\u03c4\u03c9\u03c0\u03af\u03b6\u03b5\u03c4\u03b5 \u03c4\u03bf\u03c5\u03c2 \u03c7\u03c1\u03ae\u03c3\u03c4\u03b5\u03c2 \u03ba\u03b1\u03b9 \u03cc\u03c7\u03b9 \u03bc\u03cc\u03bd\u03bf \u03c3\u03c4\u03bf\u03bd \u03ad\u03bb\u03b5\u03b3\u03c7\u03bf \u03ba\u03b1\u03b9 \u03c3\u03c4\u03b7 \u03b3\u03c1\u03b1\u03c6\u03b5\u03b9\u03bf\u03ba\u03c1\u03b1\u03c4\u03af\u03b1.<span class=\"Apple-converted-space\">\u00a0<\/span><\/li>\n<li class=\"li1\"><b>\u0394\u03b5\u03af\u03c4\u03b5 \u03c4\u03b7\u03bd \u03c5\u03c0\u03b7\u03c1\u03b5\u03c3\u03af\u03b1 \u03c0\u03ad\u03c1\u03b1 \u03b1\u03c0\u03cc \u03c4\u03b7 \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03b1\u03c3\u03af\u03b1<\/b>. \u03a0\u03ac\u03bd\u03c4\u03b1 \u03bc\u03b9\u03bb\u03ac\u03bc\u03b5 \u03b3\u03b9\u03b1 \u03c5\u03c0\u03b7\u03c1\u03b5\u03c3\u03af\u03b5\u03c2 \u03c0\u03c1\u03bf\u03c2 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2. \u0395\u03af\u03bd\u03b1\u03b9 \u03c3\u03b7\u03bc\u03b1\u03bd\u03c4\u03b9\u03ba\u03cc \u03bd\u03b1 \u03b1\u03bd\u03c4\u03b9\u03bc\u03b5\u03c4\u03c9\u03c0\u03af\u03b6\u03bf\u03c5\u03bc\u03b5 \u03c9\u03c2 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2 \u03b1\u03ba\u03cc\u03bc\u03b1 \u03ba\u03b1\u03b9 \u03b5\u03c3\u03c9\u03c4\u03b5\u03c1\u03b9\u03ba\u03bf\u03cd\u03c2 \u03c7\u03c1\u03ae\u03c3\u03c4\u03b5\u03c2 \u03b1\u03bb\u03bb\u03ac \u03ba\u03b1\u03b9 \u03c3\u03c5\u03bd\u03b1\u03b4\u03ad\u03bb\u03c6\u03bf\u03c5\u03c2. \u0398\u03b1 \u03c0\u03c1\u03ad\u03c0\u03b5\u03b9 \u03b5\u03c0\u03af\u03c3\u03b7\u03c2, \u03bd\u03b1 \u03ba\u03b1\u03c4\u03b1\u03bd\u03bf\u03ae\u03c3\u03bf\u03c5\u03bc\u03b5 \u03c4\u03b9 \u03c3\u03b7\u03bc\u03b1\u03af\u03bd\u03b5\u03b9 Incident \u03b3\u03b9\u03b1 \u03c4\u03bf\u03bd \u03c4\u03b5\u03bb\u03b9\u03ba\u03cc \u03c7\u03c1\u03ae\u03c3\u03c4\u03b7 \u03ba\u03b1\u03b9 \u03c0\u03cc\u03c3\u03bf \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03b7\u03bc\u03b1\u03c4\u03b9\u03ba\u03ac \u03ba\u03c1\u03af\u03c3\u03b9\u03bc\u03bf \u03bc\u03c0\u03bf\u03c1\u03b5\u03af \u03bd\u03b1 \u03b5\u03af\u03bd\u03b1\u03b9 \u03b1\u03ba\u03cc\u03bc\u03b1 \u03ba\u03b1\u03b9 \u03ad\u03bd\u03b1 PC \u03ae \u03ad\u03bd\u03b1\u03c2 \u03b5\u03ba\u03c4\u03c5\u03c0\u03c9\u03c4\u03ae\u03c2 \u03bb\u03cc\u03b3\u03c9 \u03c1\u03cc\u03bb\u03bf\u03c5 (\u03c0\u03c7 \u03b5\u03ba\u03c4\u03cd\u03c0\u03c9\u03c3\u03b7 \u03ba\u03b1\u03c1\u03c4\u03ce\u03bd \u03b5\u03c0\u03b9\u03b2\u03af\u03b2\u03b1\u03c3\u03b7\u03c2 \u03c4\u03b7\u03bd \u03ce\u03c1\u03b1 \u03b1\u03b9\u03c7\u03bc\u03ae\u03c2), \u03c7\u03c1\u03bf\u03bd\u03b9\u03ba\u03ae\u03c2 \u03c3\u03c4\u03b9\u03b3\u03bc\u03ae\u03c2 (\u03c0\u03c7 \u03c5\u03c0\u03bf\u03b2\u03bf\u03bb\u03ae \u03c0\u03c1\u03bf\u03c3\u03c6\u03bf\u03c1\u03ce\u03bd \u03c3\u03b5 \u03b4\u03b9\u03b1\u03b3\u03c9\u03bd\u03b9\u03c3\u03bc\u03cc), \u03b7 \u03c0\u03b5\u03c1\u03b9\u03cc\u03b4\u03bf\u03c5 (\u03c0\u03c7 \u03ba\u03bb\u03b5\u03af\u03c3\u03b9\u03bc\u03bf \u03b9\u03c3\u03bf\u03bb\u03bf\u03b3\u03b9\u03c3\u03bc\u03bf\u03cd).<\/li>\n<li class=\"li1\"><b>\u0395\u03c0\u03b9\u03bb\u03ad\u03be\u03c4\u03b5 \u03b1\u03bd \u03b8\u03b1 \u03c0\u03c1\u03bf\u03c3\u03b5\u03b3\u03b3\u03af\u03c3\u03b5\u03c4\u03b5 \u03c4\u03bf Incident Management \u03c4\u03b7\u03bd \u03c0\u03bb\u03b5\u03c5\u03c1\u03ac \u03c4\u03b7\u03c2 \u03c0\u03c1\u03bf\u03c3\u03c6\u03bf\u03c1\u03ac\u03c2 \u03ae \u03c4\u03b7\u03c2 \u03b6\u03ae\u03c4\u03b7\u03c3\u03b7\u03c2<\/b>. \u03a6\u03b1\u03b9\u03bd\u03bf\u03bc\u03b5\u03bd\u03b9\u03ba\u03ac \u03c4\u03b1\u03c5\u03c4\u03cc\u03c3\u03b7\u03bc\u03bf \u03ba\u03b1\u03b9 \u03cc\u03bc\u03c9\u03c2 \u03c4\u03cc\u03c3\u03bf \u03b4\u03b9\u03b1\u03c6\u03bf\u03c1\u03b5\u03c4\u03b9\u03ba\u03cc. \u0397 \u03c0\u03bb\u03b5\u03c5\u03c1\u03ac \u03c4\u03b7\u03c2 \u03c0\u03c1\u03bf\u03c3\u03c6\u03bf\u03c1\u03ac\u03c2 (supply side) \u03b2\u03b1\u03c3\u03af\u03b6\u03b5\u03c4\u03b1\u03b9 \u03c3\u03b5 \u03c0\u03c1\u03b1\u03ba\u03c4\u03b9\u03ba\u03ad\u03c2 \u03c4\u03b7\u03c2 \u03b1\u03b3\u03bf\u03c1\u03ac\u03c2 \u03ba\u03b1\u03b9 \u03c3\u03c4\u03bf \u03c4\u03b9 \u03ba\u03ac\u03bd\u03b5\u03b9 \u03bf \u03b1\u03bd\u03c4\u03b1\u03b3\u03c9\u03bd\u03b9\u03c3\u03bc\u03cc\u03c2. \u0397 \u03c0\u03bb\u03b5\u03c5\u03c1\u03ac \u03c4\u03b7\u03c2 \u03b6\u03ae\u03c4\u03b7\u03c3\u03b7\u03c2 (demand side) \u03c0\u03c1\u03bf\u03c3\u03b1\u03c1\u03bc\u03cc\u03b6\u03b5\u03c4\u03b1\u03b9 \u03c3\u03c4\u03b9\u03c2 \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03b7\u03bc\u03b1\u03c4\u03b9\u03ba\u03ad\u03c2 \u03ba\u03b1\u03b9 \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03b7\u03c3\u03b9\u03b1\u03ba\u03ad\u03c2 \u03b1\u03bd\u03ac\u03b3\u03ba\u03b5\u03c2 \u03c4\u03bf\u03c5 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b7. \u0393\u03b9\u03b1 \u03c0\u03b1\u03c1\u03ac\u03b4\u03b5\u03b9\u03b3\u03bc\u03b1 \u03b7 \u03c5\u03c0\u03bf\u03c3\u03c4\u03ae\u03c1\u03b9\u03be\u03b7 9\u03c0\u03bc-5\u03bc\u03bc \u03bc\u03c0\u03bf\u03c1\u03b5\u03af \u03bd\u03b1 \u03b5\u03af\u03bd\u03b1\u03b9 \u03ba\u03b1\u03bb\u03ae \u03c0\u03c1\u03b1\u03ba\u03c4\u03b9\u03ba\u03ae, \u03b1\u03bb\u03bb\u03ac \u03bd\u03b1 \u03bc\u03b7\u03bd \u03b5\u03be\u03c5\u03c0\u03b7\u03c1\u03b5\u03c4\u03b5\u03af \u03ad\u03bd\u03b1 \u03b5\u03c1\u03b3\u03bf\u03c3\u03c4\u03ac\u03c3\u03b9\u03bf \u03c0\u03bf\u03c5 \u03b4\u03bf\u03c5\u03bb\u03b5\u03cd\u03b5\u03b9 7\u03c0\u03bc-7\u03bc\u03bc. <span class=\"Apple-converted-space\">\u00a0 \u00a0<\/span><\/li>\n<\/ul>\n<p class=\"p2\"><span class=\"Apple-converted-space\">\u00a0\u00a0 \u00a0<\/span><\/p>\n<p class=\"p1\">\u039c\u03b5\u03c1\u03b9\u03ba\u03ad\u03c2 \u03b1\u03ba\u03cc\u03bc\u03b1 \u03b1\u03c0\u03cc\u03c8\u03b5\u03b9\u03c2 \u03b8\u03b1 \u03c3\u03b1\u03c2 \u03bc\u03b5\u03c4\u03b1\u03c6\u03ad\u03c1\u03c9 \u03c3\u03c4\u03bf \u03b5\u03c0\u03cc\u03bc\u03b5\u03bd\u03bf \u03ac\u03c1\u03b8\u03c1\u03bf.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u03a4\u03bf Incident Management, \u03b5\u03af\u03bd\u03b1\u03b9 \u03af\u03c3\u03c9\u03c2 \u03b7 \u03c0\u03b9\u03bf \u03b3\u03bd\u03c9\u03c3\u03c4\u03ae \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03b1\u03c3\u03af\u03b1 \u03c4\u03bf\u03c5 ITIL \u03ba\u03b1\u03b9 \u03c0\u03c1\u03bf \u03b1\u03c0\u03b1\u03b9\u03c4\u03bf\u03cd\u03bc\u03b5\u03bd\u03b7 \u03b3\u03b9\u03b1 \u03ba\u03ac\u03b8\u03b5 \u03b5\u03c6\u03b1\u03c1\u03bc\u03bf\u03b3\u03ae IT Service Management (ITSM) \u03ae ISO 20000. \u039c\u03b5 \u03b1\u03c6\u03bf\u03c1\u03bc\u03ae \u03bc\u03b9\u03b1 \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03c4\u03c5\u03b1\u03ba\u03ae \u03c3\u03c5\u03b6\u03ae\u03c4\u03b7\u03c3\u03b7, \u03c3\u03c4\u03b7\u03bd \u03bf\u03c0\u03bf\u03af\u03b1 \u03c3\u03c5\u03bc\u03bc\u03b5\u03c4\u03b5\u03af\u03c7\u03b1, \u03b8\u03b1 \u03ae\u03b8\u03b5\u03bb\u03b1 \u03bd\u03b1 \u03c3\u03b1\u03c2 \u03bc\u03b5\u03c4\u03b1\u03c6\u03ad\u03c1\u03c9 \u03bc\u03b5\u03c1\u03b9\u03ba\u03ad\u03c2 \u03bf\u03c5\u03c3\u03b9\u03b1\u03c3\u03c4\u03b9\u03ba\u03ad\u03c2 \u03c3\u03ba\u03ad\u03c8\u03b5\u03b9\u03c2 \u03ba\u03b1\u03b9 \u03b1\u03c0\u03cc\u03c8\u03b5\u03b9\u03c2 \u03c0\u03bf\u03c5 \u03b4\u03b9\u03b1\u03c4\u03c5\u03c0\u03ce\u03b8\u03b7\u03ba\u03b1\u03bd. \u03a3\u03ba\u03b5\u03c6\u03c4\u03b5\u03af\u03c4\u03b5 \u03b3\u03b9\u03b1 \u03c0\u03bf\u03b9\u03bf \u03bb\u03cc\u03b3\u03bf 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