ITIL Service Operation 2011th Edition Axelos

ITIL Service Operation 2011th Edition Axelos
download
https://ebookultra.com/download/itil-service-operation-2011th-
edition-axelos/
Explore and download more ebooks or textbooks
at ebookultra.com

We believe these products will be a great fit for you. Click
the link to download now, or visit ebookultra.com
to discover even more!
Continual Service Improvement ITIL 1st Edition Office Of
Government Commerce
https://ebookultra.com/download/continual-service-improvement-
itil-1st-edition-office-of-government-commerce/
ITIL Service Transition 2nd ed., 2011 ed Edition Great
Britain. Cabinet Office
https://ebookultra.com/download/itil-service-transition-2nd-
ed-2011-ed-edition-great-britain-cabinet-office/
Service Offerings and Agreements A Guide for ITIL Exam
Candidates Second Edition Griffiths
https://ebookultra.com/download/service-offerings-and-agreements-a-
guide-for-itil-exam-candidates-second-edition-griffiths/
Continual service improvement ITIL 2. ed Edition Great
Britain. Office Of Government Commerce
https://ebookultra.com/download/continual-service-improvement-
itil-2-ed-edition-great-britain-office-of-government-commerce/

IT Service Management A Guide for ITIL Foundation Exam
Candidates Second Edition John Sansbury
https://ebookultra.com/download/it-service-management-a-guide-for-
itil-foundation-exam-candidates-second-edition-john-sansbury/
Complete Casting Handbook 2011th Edition John Campbell
https://ebookultra.com/download/complete-casting-handbook-2011th-
edition-john-campbell/
ITIL Foundation Complete Certification Kit 4th Edition
Ivanka Menken
https://ebookultra.com/download/itil-foundation-complete-
certification-kit-4th-edition-ivanka-menken/
Protein Microarrays Methods and Protocols 2011th Edition
Ulrike Korf
https://ebookultra.com/download/protein-microarrays-methods-and-
protocols-2011th-edition-ulrike-korf/
Culture and Cognition Evolutionary Perspectives 2011th
Edition Bradley Franks
https://ebookultra.com/download/culture-and-cognition-evolutionary-
perspectives-2011th-edition-bradley-franks/

ITIL Service Operation 2011th Edition Axelos Digital
Instant Download
Author(s): AXELOS
ISBN(s): 9780113313136, 0113313136
Edition: 2011
File Details: PDF, 14.26 MB
Year: 2011
Language: english

ITIL®
Service Operation
www.best-management-practice.com
ITIL
®
Service
Operation
9 780113 313075
ISBN 978-0-11-331307-5
Services successfully delivered into the live environment cannot
deliver value unless they are managed effectively on a day-
to-day basis to ensure that service expectations are met or
exceeded. It is here, at the customer interface, that perceptions
about your performance as a service provider are created.
ITIL Service Operation introduces and explains delivery and
control activities that support high-quality service operation.
Use of the guidance will help to ensure a balanced and flexible
approach to service provision, setting you firmly on the road to
achieving excellence as a service provider.
2011 edition
B
E
S
T MANAGE
M
E
N
T
P
R
A
C
T
I
C
E
P
R
O
D
U
C
T
7188 ITIL SO AN Cover V0_3.indd 1-3 11/07/2011 10:56

ITIL® Service Operation
London: TSO
12468_00_Prelims.indd 1 12/7/11 14:27:36

Published by TSO (The Stationery Office) and available from:
Online
www.tsoshop.co.uk
Mail, Telephone, Fax & E-mail
TSO
PO Box 29, Norwich, NR3 1GN
Telephone orders/General enquiries: 0870 600 5522
Fax orders: 0870 600 5533
E-mail: customer.services@tso.co.uk
Textphone 0870 240 3701
TSO@Blackwell and other Accredited Agents
Customers can also order publications from:
TSO Ireland
16 Arthur Street, Belfast BT1 4GD
Tel 028 9023 8451 Fax 028 9023 5401
© Crown Copyright 2011
This is a Crown copyright value added product, reuse of which requires a Licence from the Cabinet Office
Applications to reuse, reproduce or republish material in this publication should be sent to The Efficiency & Reform Group Service Desk,
Cabinet Office, Rosebery Court, St Andrews Business Park, Norwich, Norfolk NR7 0HS Tel No: (+44) (0)845 000 4999,
E-mail: servicedesk@cabinet-office.gsi.gov.uk or complete the application form on the Cabinet Office website, Licensing section.
Copyright in the typographical arrangement and design is vested in The Stationery Office Limited. Applications for reproduction should be
made in writing to The Stationery Office Limited, St Crispins, Duke Street, Norwich, NR3 1PD.
The Swirl logo™ is a trade mark of the Cabinet Office
ITIL® is a registered trade mark of the Cabinet Office
PRINCE2® is a registered trade mark of the Cabinet Office
M_o_R® is a registered trade mark of the Cabinet Office
P3O® is a registered trade mark of the Cabinet Office
MSP® is a registered trade mark of the Cabinet Office
MoV™ is a trade mark of the Cabinet Office
MoP™ is a trade mark of the Cabinet Office
The OGC Official Product endorsement logo™ is a trade mark of the Cabinet Office
OGC (former owner of Best Management Practice) and its functions have moved into the Cabinet Office part of HM Government –
www.cabinetoffice.gov.uk
First edition Crown Copyright 2007
Second edition Crown Copyright 2011
First published 2011
ISBN 9780113313075
Printed in the United Kingdom for The Stationery Office
Material is FSC certified and produced using ECF pulp, sourced from fully sustainable forests.
P002425502 c70 07/11 19585 12468
12468_00_Prelims.indd 2 12/7/11 14:27:36

Contents
List of figures vi
List of tables vii
Foreword viii
Preface ix
Acknowledgements x
1 Introduction 1
1.1 Overview 3
1.2 Context 5
1.3 ITIL in relation to other publications
in the Best Management Practice
portfolio 7
1.4 Why is ITIL so successful? 9
1.5 Chapter summary 9
2 Service management as a practice 11
2.1 Services and service management 13
2.2 Basic concepts 20
2.3 Governance and management
systems 25
2.4 The service lifecycle 28
3 Service operation principles 33
3.1 Service operation fundamentals 35
3.2 Achieving balance in service
operation 39
3.3 Providing good service 46
3.4 Operation staff involvement in other
service lifecycle stages 46
3.5 Operational health 48
3.6 Communication 49
3.7 Documentation 52
3.8 Service operation inputs and outputs 52
4 Service operation processes 55
4.1 Event management 58
4.2 Incident management 72
4.3 Request fulfilment 86
4.4 Problem management 97
4.5 Access management 110
5 Common service operation
activities 119
5.1 Monitoring and control 122
5.2 IT operations 132
5.3 Server and mainframe management
and support 136
5.4 Network management 137
5.5 Storage and archive 138
5.6 Database administration 139
5.7 Directory services management 139
5.8 Desktop and mobile device support 140
5.9 Middleware management 140
5.10 Internet/web management 141
5.11 Facilities and data centre
management 141
5.12 Operational activities of processes
covered in other lifecycle stages 143
5.13 Improvement of operational
activities 150
6 Organizing for service operation 151
6.1 Organizational development 153
6.2 Functions 153
6.3 Service desk function 157
6.4 Technical management function 170
6.5 IT operations management function 175
6.6 Application management function 179
6.7 Roles 191
6.8 Responsibility model – RACI 203
6.9 Competence and training 204
12468_00_Prelims.indd 3 12/7/11 14:27:36

iv | Contents
6.10 Service operation organization
structures 205
7 Technology considerations 215
7.1 Generic requirements 217
7.2 Event management 219
7.3 Incident management 219
7.4 Request fulfilment 220
7.5 Problem management 220
7.6 Access management 221
7.7 Service desk 221
8 Implementation of service
operation 225
8.1 Managing change in service
operation 227
8.2 Service operation and project
management 227
8.3 Assessing and managing risk in service
operation 228
8.4 Operational staff in service design
and transition 228
8.5 Planning and implementing service
management technologies 228
9
Challenges, risks and critical success
factors 231
9.1 Challenges 233
9.2 Critical success factors 235
9.3 Risks 237
Afterword 239
Appendix A: Related guidance 243
A.1 ITIL guidance and web services 245
A.2 Quality management system 245
A.3 Risk management 246
A.4 Governance of IT 246
A.5 COBIT 246
A.6 ISO/IEC 20000 service management
series 247
A.7 Environmental management and
green/sustainable IT 247
A.8 ISO standards and publications
for IT 248
A.9 ITIL and the OSI framework 248
A.10 Programme and project
management 249
A.11 Organizational change 249
A.12 Skills Framework for the Information
Age 250
A.13 Carnegie Mellon: CMMI and eSCM
framework 250
A.14 Balanced scorecard 250
A.15 Six Sigma 251
Appendix B: Communication in service
operation 253
B.1 Routine operational communication 255
B.2 Communication between shifts 255
B.3 Performance reporting 255
B.4 Communication in projects 257
B.5 Communication related to changes 258
B.6 Communication related to
exceptions 258
B.7 Communication related to
emergencies 260
B.8 Global communications 262
B.9 Communication with users and
customers 263
Appendix C: Kepner and Tregoe 265
C.1 Defining the problem 267
C.2 Describing the problem 267
C.3 Establishing possible causes 267
C.4 Testing the most probable cause 267
C.5 Verifying the true cause 267
Appendix D: Ishikawa diagrams 269
Appendix E: Considerations for facilities
management 273
E.1 Building management 275
E.2 Equipment rooms 275
E.3 Power management 277
12468_00_Prelims.indd 4 12/7/11 14:27:36

Contents | v
E.4 Environmental conditioning and
alert systems 277
E.5 Safety 279
E.6 Physical access control 279
E.7 Shipping and receiving 279
E.8 Involvement in supplier
management 279
E.9 Maintenance 280
E.10 Office environments 280
Appendix F: Physical access control 281
Appendix G: Risk assessment and
management 287
G.1 Definition of risk and risk
management 289
G.2 Management of Risk (M_o_R) 289
G.3 ISO 31000 290
G.4 ISO/IEC 27001 291
G.5 Risk IT 292
Appendix H: Pareto analysis 295
Appendix I: Examples of inputs and
outputs across the service lifecycle 299
References and further reading 303
Abbreviations and glossary 307
Index 351
12468_00_Prelims.indd 5 12/7/11 14:27:37

Figure 1.1 The ITIL service lifecycle 3
Figure 1.2 ITIL’s relationship with other
BestManagement Practice guides 8
Figure 2.1 Conversation about the definition
and meaning of services 14
Figure 2.2 Logic of value creation through
services 18
Figure 2.3 Sources of service management
practice 19
Figure 2.4 Examples of capabilities and resources 21
Figure 2.5 Process model 21
Figure 2.6 The service portfolio and
its contents 25
Figure 2.7 Architectural layers of an SKMS 26
Figure 2.8 Plan-Do-Check-Act cycle 27
Figure 2.9 Integration across the service
lifecycle 30
Figure 2.10 Continual service improvement and
the service lifecycle 31
Figure 3.1 Examples of service requests
linked to IT services 36
Figure 3.2 Relationship between a service,
service request, request model
and request for change 37
Figure 3.3 Achieving a balance between
external and internal focus 39
Figure 3.4 Achieving a balance between focus
on stability and responsiveness 41
Figure 3.5 Balancing service quality and cost 43
Figure 3.6 Achieving a balance between
focus on cost and quality 44
Figure 3.7 Achieving a balance between being too
reactive or too proactive 45
Figure 4.1 Relationship between events for
physical infrastructure CIs, services
and business processes 62
Figure 4.2 The event management process 64
Figure 4.3 Incident management process flow 77
Figure 4.4 Multi-level incident categorization 78
Figure 4.5 Example of an incident-matching
procedure 81
Figure 4.6 Request fulfilment process flow 90
Figure 4.7 Problem management process flow 102
Figure 4.8 Examples of data and information
in the service knowledge
management system 108
Figure 4.9 Access management process flow 112
Figure 5.1 Achieving maturity in
technology management 121
Figure 5.2 The monitor control loop 123
Figure 5.3 Complex monitor control loop 124
Figure 5.4 The ITSM monitor control loop 126
Figure 6.1 Service operation functions 155
Figure 6.2 Local service desk 159
Figure 6.3 Centralized service desk 160
Figure 6.4 Virtual service desk 161
Figure 6.5 Application management lifecycle 181
Figure 6.6 Role of teams in the application
management lifecycle 188
Figure 6.7 IT operations organized according
to technical specialization (sample) 206
Figure 6.8 A department based on
executing a set of activities 208
Figure 6.9 IT operations organized
according to geography 210
Figure 6.10 Centralized IT operations,
technical and application
management structure 212
Figure D.1 Sample of starting an
Ishikawa diagram 271
Figure D.2 Sample of a completed
Ishikawa diagram 272
Figure G.1 The M_o_R framework 290
Figure G.2 ISO 31000 risk management
process flow 291
Figure G.3 ISACA Risk IT process framework 293
Figure H.1 Important versus trivial causes 298
List of figures
12468_00_Prelims.indd 6 12/7/11 14:27:37

List of tables
Table 2.1 The processes described in
each core ITIL publication 28
Table 3.1 Examples of extreme internal and
external focus 40
Table 3.2 Examples of extreme focus
on stability and responsiveness 42
Table 3.3 Examples of extreme focus
on quality and cost 45
Table 3.4 Examples of extremely reactive
and proactive behaviour 47
Table 3.5 Service operation inputs and
outputs by lifecycle stage 53
Table 4.1 Simple priority coding system 79
Table 4.2 Problem situations and the
most useful techniques for
identifying root causes 101
Table 5.1 Active and passive reactive and
proactive monitoring 129
Table 6.1 Survey techniques and tools 167
Table 6.2 Application development versus
application management 187
Table 6.3 An example of a simple RACI
matrix 204
Table B.1 Communication requirements
in IT services 255
Table B.2 Communication requirements
between shifts 256
Table B.3 Performance reporting
requirements: IT service 256
requirements: service operation
team or department 257
requirements: infrastructure
or process 258
Table B.6 Project team communications 259
Table B.7 Communication about changes 260
Table B.8 Communication during
exceptions 261
Table B.9 Communication during
emergencies 262
Table B.10 Global communications 263
Table B.11 Communication with users
and customers 264
Table F.1 Access control devices 284
Table H.1 Pareto cause ranking chart 297
12468_00_Prelims.indd 7 12/7/11 14:27:37

Back in the 1980s no one truly understood IT
service management (ITSM), although it was
clear that it was a concept that needed to be
explored. Hence a UK government initiative was
instigated and ITIL® was born. Over the years,
ITIL has evolved and, arguably, is now the most
widely adopted approach in ITSM. It is globally
recognized as the best-practice framework. ITIL’s
universal appeal is that it continues to provide a
set of processes and procedures that are efficient,
reliable and adaptable to organizations of all
sizes, enabling them to improve their own service
provision.
In the modern world the concept of having
a strategy to drive the business forward with
adequate planning and design transitioning into
day-to-day operation is compelling. Once services
have been transitioned into the live environment
they need to be monitored, controlled and
reviewed as part of service operation. When
things go wrong, there should be robust processes
in place to record, resolve and ensure that they
do not re-occur. The aim of service operation is
to ensure that the live operational environment
runs as smoothly as possible. Business users and
customers interact directly with the operational
services and any problems here can have a direct
impact on their perception of your business and
ultimately to your reputation. In that respect
service operation is the most visible part of the
service lifecycle. However, it is important that
service operation does not drive the lifecycle.
Good operational services have been through
the stages of strategy, design and transition, and
have captured the appropriate metrics in order to
maintain the levels of service required.
The principles contained within ITIL Service
Operation have been proven countless times in the
real world. We encourage feedback from business
and the ITSM community, as well as other experts
in the field, to ensure that ITIL remains relevant.
This practice of continual service improvement is
one of the cornerstones of the ITIL framework and
the fruits of this labour are here before you in this
updated edition.
There is an associated qualification scheme so that
individuals can demonstrate their understanding
and application of the ITIL practices. So whether
you are starting out or continuing along the ITIL
path, you are joining a legion of individuals and
organizations who have recognized the benefits of
good quality service and have a genuine resolve to
improve their service level provision.
ITIL is not a panacea to all problems. It is, however,
a tried and tested approach that has been proven
to work.
I wish you every success in your service
management journey.
Frances Scarff
Head of Best Management Practice
Cabinet Office
Foreword
12468_00_Prelims.indd 8 12/7/11 14:27:37

Preface
‘The first rule of any technology used in a
business is that automation applied to an efficient
operation will magnify the efficiency. The second
is that automation applied to an inefficient
operation will magnify the inefficiency.’ Bill Gates
This is the fourth book in the series of five ITIL
core publications containing advice and guidance
around the activities and processes associated
with the five stages of the service lifecycle. The
primary purpose of the service operation stage of
the service lifecycle is to coordinate, deliver and
manage services to ensure that the levels agreed
with the business, customers and users are met or
exceeded. Service operation is also responsible for
the ongoing management of the technology that is
used to deliver and support the services.
Service operation accepts the new, modified,
retiring or retired services from service transition
once the test and acceptance criteria have been
met. Service operation then ensures that those
new or modified services will meet all of their
agreed operational targets, as well as ensuring that
all existing services continue to meet all of their
targets. This stage of the lifecycle performs the
vital day-to-day activities and processes that collect
the data and information which are essential to
the activities of continual service improvement, the
final stage of the service lifecycle.
Service operation is the critical stage of the service
lifecycle. It is the stage of the lifecycle where the
service really starts to deliver benefit and value to
the business, customers and users. A well designed
and implemented service and its processes will
be of little value if they are poorly supported,
operated and managed. Service operation staff
should have in place effective processes with
supporting tools to allow them an overall view
of the service and service operation (rather than
just the separate components, such as hardware,
software applications and networks). This will
enable them to rapidly detect any threats or
failures to the service and service quality. Service
operation staff act as the ‘eyes and ears’ for the
service provider organization, 24 hours a day, seven
days a week, giving early warning of any abnormal
situations, especially on ‘mission-critical’ services.
ITIL Service Operation also provides advice and
guidance on application management, technical
management and the service desk, the functions
within the service operation stage of the lifecycle.
ITIL Service Operation provides essential
reading to any member of an IT service provider
organization trying to deliver service excellence
through outstanding operational performance.
Unfortunately, the more effective an organization
becomes within service operation, the less it seems
to need it. However, ongoing service excellence
can only be achieved through continual focus,
application and commitment.
Contact information
Full details of the range of material published
under the ITIL banner can be found at:
www.best-management-practice.com/IT-Service-
Management-ITIL/
If you would like to inform us of any changes that
may be required to this publication, please log
them at:
www.best-management-practice.com/changelog/
For further information on qualifications and
training accreditation, please visit
www.itil-officialsite.com
Alternatively, please contact:
APM Group – The Accreditor Service Desk
Sword House
Totteridge Road
High Wycombe
Buckinghamshire
HP13 6DG
UK
Tel: +44 (0) 1494 458948
Email: servicedesk@apmgroupltd.com
12468_00_Prelims.indd 9 12/7/11 14:27:37

Acknowledgements
2011 edition
Authors and mentors
Randy Steinberg
(Migration Technologies Inc.) Author
Colin Rudd (IT Enterprise
Management Services Ltd (ITEMS)) Mentor
Shirley Lacy (ConnectSphere) Project mentor
Ashley Hanna (HP) Technical continuity editor
Other members of the ITIL authoring
team
Thanks are due to the authors and mentors who
have worked on all the publications in the lifecycle
suite and contributed to the content in this
publication and consistency across the suite. They
are:
David Cannon (HP), Lou Hunnebeck (Third Sky),
Vernon Lloyd (Fox IT), Anthony T. Orr (BMC
Software), Stuart Rance (HP), and David Wheeldon
(David Wheeldon IT Service Management).
Project governance
Members of the project governance team included:
Jessica Barry, APM Group, project assurance
(examinations); Marianna Billington, itSMFI, senior
user; Emily Egle, TSO, team manager; Janine
Eves, TSO, senior supplier; Phil Hearsum, Cabinet
Office, project assurance (quality); Tony Jackson,
TSO, project manager; Paul Martini, itSMFI, senior
user; Richard Pharro, APM Group, senior supplier;
Frances Scarff, Cabinet Office, project executive;
Rob Stroud, itSMFI, senior user; Sharon Taylor,
Aspect Group Inc., adviser to the project board
(technical) and the ATO sub-group, and adviser to
the project board (training).
For more information on the ATO sub-group see:
www.itil-officialsite.com/News/
ATOSubGroupAppointed.aspx
For a full list of acknowledgements of the ATO
sub-group at the time of publication, please
visit: www.itil-officialsite.com/Publications/
PublicationAcknowledgements.aspx
Wider team
Change advisory board
The change advisory board (CAB) spent
considerable time and effort reviewing all the
comments submitted through the change control
log and their hard work was essential to this
project. Members of the CAB involved in this
review included:
David Cannon, Emily Egle, David Favelle, Ashley
Hanna, Kevin Holland, Stuart Rance, Frances Scarff
and Sharon Taylor.
Once authors and mentors were selected for the
2011 update, a revised CAB was appointed and
now includes:
Emily Egle, David Favelle, Phil Hearsum, Kevin
Holland and Frances Scarff.
Reviewers
Claire Agutter, IT Training Zone; Valerie Arraj,
Compliance Process Partners; Ernest R. Brewster,
Independent; David M. Brink, Solutions3; Jeroen
Bronkhorst, HP; Tony Brough, DHL Supply Chain;
Janaki Chakravarthy, Independent; Christiane
Chung Ah Pong, NCS Pte Ltd, Singapore; Mauricio
Corona, Pink Elephant and La Salle University;
Federico Corradi, Cogitek; Kevin Dorsey, Kaiser
Permanente; Jenny Dugmore, Service Matters;
Frank Eggert, MATERNA GmbH; David Favelle,
UXC Consulting/Lucid IT; Karen Ferris, Macanta
Consulting Pty Ltd; Mark Flynn, Felix Maldo Ltd;
Ryan Fraser, HP; Kerry Gilmore, Pink Elephant
Malaysia; Genevieve Goris, HP Enterprise Services;
Detlef Gross, procise GmbH; Horacio Gutiérrez,
PSS México; Alex Hernandez, Accenture; Kevin
Holland, NHS Connecting for Health; Steve Ingall,
iCore-ltd; Brad Laatsch, HP; Chandrika Labru, Tata
Consultancy Services; Madhav Lakshminarayanan,
Carnegie Mellon University in Qatar; Martin
Lewis, Independent; Reginald Lo, Third Sky;
Jane McNamara, Lilliard Associates Ltd; Sergio L.
Milametto, KPMG LLP (US); Trevor Murray, The
Grey Matters; Vinay Nikumbh, Quint Wellington
Redwood; Chris Pierce, Metropolitan Police Service;
Judit Pongracz, ITeal Consulting; Adam Poppleton,
12468_00_Prelims.indd 10 12/7/11 14:27:37

Acknowledgements | xi
BrightOak Consultancy Ltd; Paul Reeves, Business
Improvement Results; Michael Santifaller, santix
AG; Noel Scott, Symantec; Arun Simha, L-3
Communications STRATIS; Helen Sussex, Logica; J.R.
Tietsort, Micron Technology; Ken Turbitt, Service
Management Consultancy (SMCG) Ltd
2007 edition
Chief architect and authors
Thanks are still due to those who contributed to
the 2007 edition of Service Operation, upon which
this updated edition is based.
Sharon Taylor (Aspect Group Inc) Chief architect
David Cannon (HP) Author
David Wheeldon (HP) Author
All names and organizations were correct at
publication in 2007.
For a full list of all those who contributed to the
2007 and 2011 editions of Service Strategy, Service
Design, Service Transition, Service Operation and
Continual Service Improvement, please go to
www.itil-officialsite.com/Publications/
PublicationAcknowledgements.aspx
12468_00_Prelims.indd 11 12/7/11 14:27:37

12468_00_Prelims.indd 12 12/7/11 14:27:37

1
Introduction
12468_01_Chapter_01.indd 1 12/7/11 14:32:43

Random documents with unrelated
content Scribd suggests to you:

lace, was it possible to get a glimpse of the lovely lawn. Thence one
peered upon fresh green grass, flower-beds, and in the background
a winding pergola of vines. In the middle of the lawn stood a
gardener watering the roses. He put a finger to the pipe in his hand,
and caused the water in the fountain to leap in the sun, glittering in
myriads of little sparkles and flashes.
Grandfather was going past, but looking through the gate he
stopped in doubt.
“Wait a bit, Sergey,” said he. “Surely there are no folk here! There’s
a strange thing! Often as I’ve come along this road, I’ve never seen
a soul here before. Oh, well, brother Sergey, get ready!”
A notice was fixed on the wall:
“Friendship Villa: Trespassers will be prosecuted,” and Sergey read
this out aloud.
“Friendship?” questioned grandfather, who himself could not read.
“Vo-vo! That’s one of the finest of words—friendship. All day we’ve
failed, but this house will make up for it. I smell it with my nose, as
if I were a hunting dog. Now, Arto, come here, old fellow. Walk up
bravely, Serozha. Keep your eye on me, and if you want to know
anything just ask me. I know all.”
III
The paths were made of a well-rolled yellow gravel, crunching under
the feet; and at the sides were borders of large rose-coloured shells.
In the flower-beds, above a carpet of various coloured grasses, grew
rare plants with brilliant blossoms and sweet perfume. Crystal water
rose and splashed continually from the fountains, and garlands of
beautiful creeping plants hung downward from beautiful vases,
suspended in mid-air from wires stretched between the trees. On
marble pillars just outside the house stood two splendid spheres of
mirror glass, and the wandering troupe, coming up to them, saw
themselves reflected feet upwards in an amusing twisted and
elongated picture.

In front of the balcony was a wide, much-trampled platform. On this
Sergey spread his little mattress, and grandfather, having fixed the
organ on its stick, prepared to turn the handle. But just as he was in
the act of doing this, a most unexpected and strange sight suddenly
attracted his attention.
A boy of nine or ten rushed suddenly out of the house on to the
terrace like a bomb, giving forth piercing shrieks. He was in a sailor
suit, with bare arms and legs. His fair curls hung in a tangle on his
shoulders. Away he rushed, and after him came six people; two
women in aprons, a stout old lackey, without moustache or beard
but with grey side-whiskers, wearing a frock coat, a lean, carrotty-
haired, red-nosed girl in a blue-checked dress, a young sickly-looking
but very beautiful lady in a blue dressing-jacket trimmed with lace,
and, last of all, a stout, bald gentleman in a suit of Tussore silk, and
with gold spectacles. They were all very much excited, waved their
arms, spoke loudly, and even jostled one another. You could see at
one that the cause of all their anxiety was the boy in the sailor suit,
who had so suddenly rushed on to the terrace.
And the boy, the cause of all this hurly-burly, did not cease
screaming for one second, but threw himself down on his stomach,
turned quickly over on to his back, and began to kick out with his
legs on all sides. The little crowd of grown-ups fussed around him.
The old lackey in the frock coat pressed his hands to his starched
shirt-front and begged and implored the boy to be quiet, his long
side-whiskers trembling as he spoke:
“Little father, master!... Nikolai Apollonovitch!... Do not vex your little
mamma. Do get up, sir; be so good, so kind—take a little, sir. The
mixture’s sweet as sweet, just syrup, sir. Now let me help you up....”
The women in the aprons clapped their hands and chirped quickly-
quickly, in seemingly passionate and frightened voices. The red-
nosed girl made tragic gestures, and cried out something evidently
very touching, but completely incomprehensible, as it was in a
foreign language. The gentleman in the gold spectacles made
speeches to the boy in a reasoning bass voice, wagged his head to

and fro as he spoke, and slowly waved his hands up and down. And
the beautiful, delicate—looking lady moaned wearily, pressing a lace
handkerchief to her eyes.
“Ah, Trilly, ah, God in Heaven!... Angel mine, I beseech you, listen,
your own mother begs you. Now do, do take the medicine, take it
and you’ll see, you’ll feel better at once, and the stomach-ache will
go away and the headache. Now do it for me, my joy! Oh, Trilly, if
you want it, your mamma will go down on her knees. See, darling,
I’m on my knees before you. If you wish it, I’ll give you gold—a
sovereign, two sovereigns, five sovereigns. Trilly, would you like a
live ass? Would you like a live horse? Oh, for goodness’ sake, say
something to him, doctor.”
“Pay attention, Trilly. Be a man!” droned the stout gentleman in the
spectacles.
“Ai-yai-yai-ya-a-a-a!” yelled the boy, squirming on the ground, and
kicking about desperately with his feet.
Despite his extreme agitation he managed to give several kicks to
the people around him, and they, for their part, got out of his way
sufficiently cleverly.
Sergey looked upon the scene with curiosity and astonishment, and
at last nudged the old man in the side and said:
“Grandfather Lodishkin, what’s the matter with him? Can’t they give
him a beating?”
“A beating—I like that.... That sort isn’t beaten, but beats everybody
else. A crazy boy; ill, I expect.”
“Insane?” enquired Sergey.
“How should I know? Hst, be quiet!...”
“Ai-yai-ya-a! Scum, fatheads!” shouted the boy, louder and louder.
“Well, begin, Sergey. Now’s the time, for I know!” ordered Lodishkin
suddenly, taking hold of the handle of his organ and turning it with
resolution. The snuffling and false notes of the ancient galop rose in

the garden. All the people stopped suddenly and looked round; even
the boy became silent for a few seconds.
“Ah, God in heaven, they will upset my poor Trilly still more!” cried
the lady in the blue dressing-jacket, with tears in her eyes. Chase
them off, quickly, quickly. Drive them away, and the dirty dog with
them. Dogs have always such dreadful diseases. Why do you stand
there helplessly, Ivan, as if you were turned to stone? She shook her
handkerchief wearily in the direction of grandfather and the little
boy; the lean, red-nosed girl made dreadful eyes; someone gave a
threatening whisper; the lackey in the dress coat ran swiftly from the
balcony on his tiptoes, and, with an expression of horror on his face,
cried to the organ grinder, spreading out his arms like wings as he
spoke:
“Whatever does it mean—who permitted them—who let them
through? March! Clear out!...”
The organ became silent in a melancholy whimper.
“Fine gentleman, allow us to explain,” began the old man delicately.
“No explanations whatever! March!” roared the lackey in a hoarse,
angry whisper.
His whole fat face turned purple, and his eyes protruded to such a
degree that they looked as if they would suddenly roll out and run
away like wheels. The sight was so dreadful that grandfather
involuntarily took two steps backward.
“Put the things up, Sergey,” said he, hurriedly jolting the organ on to
his back. “Come on!”
But they had not succeeded in taking more than ten steps when the
child began to shriek even worse than ever:
“Ai-yai-yai! Give it me! I wa-ant it! A-a-a! Give it! Call them back!
Me!”
“But, Trilly!... Ah, God in heaven, Trilly; ah, call them back!” moaned
the nervous lady. “Tfu, how stupid you all are!... Ivan, don’t you

hear when you’re told? Go at once and call those beggars back!...”
“Certainly! You! Hey, what d’you call yourselves? Organ grinders!
Come back!” cried several voices at once.
The stout lackey jumped across the lawn, his side-whiskers waving
in the wind, and, overtaking the artistes, cried out:
“Pst! Musicians! Back! Don’t you hear, friends, you’re called back?”
cried he, panting and waving both arms. “Venerable old man!” said
he at last, catching hold of grandfather’s coat by the sleeve. “Turn
the shafts round. The master and mistress will be pleased to see
your pantomime.”
“Well, well, business at last!” sighed grandfather, turning his head
round. And the little party went back to the balcony where the
people were collected, and the old man fixed up his organ on the
stick and played the hideous galop from the very point at which it
had been interrupted.
The rumpus had died down. The lady with her little boy, and the
gentleman in the gold spectacles, came forward. The others
remained respectfully behind. Out of the depths of the shrubbery
came the gardener in his apron, and stood at a little distance. From
somewhere or other the yard-porter made his appearance, and
stood behind the gardener. He was an immense bearded peasant
with a gloomy face, narrow brows, and pock-marked cheeks. He was
clad in a new rose-coloured blouse, on which was a pattern of large
black spots.
Under cover of the hoarse music of the galop, Sergey spread his
little mattress, pulled off his canvas breeches—they had been cut out
of an old sack, and behind, at the broadest part, were ornamented
by a quadrilateral trade mark of a factory—threw from his body his
torn shirt, and stood erect in his cotton underclothes. In spite of the
many mends on these garments he was a pretty figure of a boy, lithe
and strong. He had a little programme of acrobatic tricks which he
had learnt by watching his elders in the arena of the circus. Running
to the mattress he would put both hands to his lips, and, with a

passionate gesture, wave two theatrical kisses to the audience. So
his performance began.
Grandfather turned the handle of the organ without ceasing, and
whilst the boy juggled various objects in the air the old music-
machine gave forth its trembling, coughing tunes. Sergey’s
repertoire was not a large one, but he did it well and with
enthusiasm. He threw up into the air an empty beer-bottle, so that it
revolved several times in its flight, and suddenly catching it neck
downward on the edge of a tray he balanced it there for several
seconds; he juggled four balls and two candles, catching the latter
simultaneously in two candlesticks; he played with a fan, a wooden
cigar and an umbrella, throwing them to and fro in the air, and at
last having the open umbrella in his hand shielding his head, the
cigar in his mouth, and the fan coquettishly waving in his other
hand. Then he turned several somersaults on the mattress; did “the
frog”; tied himself into an American knot; walked on his hands, and
having exhausted his little programme sent once more two kisses to
the public, and, panting from the exercise, ran to grandfather to take
his place at the organ.
Now was Arto’s turn. This the dog perfectly well knew, and he had
for some time been prancing round in excitement, and barking
nervously. Perhaps the clever poodle wished to say that, in his
opinion, it was unreasonable to go through acrobatic performances
when Réaumur showed thirty-two degrees in the shade. But
grandfather Lodishkin, with a cunning grin, pulled out of his coat-tail
pocket a slender kizil switch. Arto’s eyes took a melancholy
expression. “Didn’t I know it!” they seemed to say, and he lazily and
insubmissively raised himself on his hind paws, never once ceasing
to look at his master and blink.
“Serve, Arto! So, so, so...,” ordered the old man, holding the switch
over the poodle’s head. “Over. So. Turn ... again ... again.... Dance,
doggie, dance! Sit! Wha-at? Don’t want to? Sit when you’re told! A-
a.... That’s right! Now look! Salute the respected public. Now, Arto!”
cried Lodishkin threateningly.

“Gaff!” barked the poodle in disgust. Then he followed his master
mournfully with his eyes, and added twice more, “Gaff, gaff.”
“No, my old man doesn’t understand me,” this discontented barking
seemed to say.
“That’s it, that’s better. Politeness before everything. Now we’ll have
a little jump,” continued the old man, holding out the twig at a short
distance above the ground. “Allez! There’s nothing to hang out your
tongue about, brother. Allez! Gop! Splendid! And now, please, noch
ein mal ... Allez! ... Gop! Allez! Gop! Wonderful doggie. When you
get home you shall have carrots. You don’t like carrots, eh? Ah, I’d
completely forgotten. Then take my silk topper and ask the folk.
P’raps they’ll give you something a little more tasty.”
Grandfather raised the dog on his hind legs and put in his mouth the
old greasy cap which, with such delicate irony, he had named a silk
topper. Arto, standing affectedly on his grey hind legs, and holding
the cap in his teeth, came up to the terrace. In the hands of the
delicate lady there appeared a small mother-of-pearl purse. All those
around her smiled sympathetically.
“What? Didn’t I tell you?” asked the old man of Sergey, teasingly.
“Ask me if you ever want to know anything, brother, for I know.
Nothing less than a rouble.”
At that moment there broke out such an inhuman yowl that Arto
involuntarily dropped the cap and leapt off with his tail between his
legs, looked over his shoulders fearfully, and came and lay down at
his master’s feet.
“I wa-a-a-nt him,” cried the curly-headed boy, stamping his feet.
“Give him to me! I want him. The dog, I tell you! Trilly wa-ants the
do-og!”
“Ah, God in heaven! Ah, Nikolai Apollonovitch! ... Little father,
master!... Be calm, Trilly, I beseech you,” cried the voices of the
people.

“The dog! Give me the dog; I want him! Scum, demons, fatheads!”
cried the boy, fairly out of his mind.
“But, angel mine, don’t upset your nerves,” lisped the lady in the
blue dressing-jacket. “You’d like to stroke the doggie? Very well, very
well, my joy, in a minute you shall. Doctor, what do you think, might
Trilly stroke this dog?”
“Generally speaking, I should not advise it,” said the doctor, waving
his hands. “But if we had some reliable disinfectant as, for instance,
boracic acid or a weak solution of carbolic, then ... generally ...”
“The do-og!”
“In a minute, my charmer, in a minute. So, doctor, you order that we
wash the dog with boracic acid, and then.... Oh, Trilly, don’t get into
such a state! Old man, bring up your dog, will you, if you please.
Don’t be afraid, you will be paid for it. And, listen a moment—is the
dog ill? I wish to ask, is the dog suffering from hydrophobia or skin
disease?”
“Don’t want to stroke him, don’t want to,” roared Trilly, blowing out
his mouth like a bladder. “Fat-heads! Demons! Give it to me
altogether! I want to play with it.... For always.”
“Listen, old man, come up here,” cried the lady, trying to outshout
the child. “Ah, Trilly, you’ll kill your own mother if you make such a
noise. Why ever did they let these music people in? Come nearer —
nearer still; come when you’re told!... That’s better.... Oh, don’t take
offence! Trilly, your mother will do all that you ask. I beseech you,
miss, do try and calm the child.... Doctor, I pray you. ... How much
d’you want, old man?”
Grandfather removed his cap, and his face took on a respectfully
piteous expression.
“As much as your kindness will think fit, my lady, your Excellency....
We are people in a small way, and anything is a blessing for us....
Probably you will not do anything to offend an old man....”

“Ah, how senseless! Trilly, you’ll make your little throat ache.... Don’t
you grasp the fact that the dog is yours and not mine.... Now, how
much do you say? Ten? Fifteen? Twenty?”
“A-a-a; I wa-ant it, give me the dog, give me the dog,” squealed the
boy, kicking the round stomach of the lackey who happened to be
near.
“That is ... forgive me, your Serenity,” stuttered Lodishkin. “You see,
I’m an old man, stupid.... It’s difficult to understand at once....
What’s more, I’m a bit deaf ... so I ought to ask, in short, what were
you wishing to say?... For the dog?...”
“Ah, God in heaven! It seems to me you’re playing the idiot on
purpose,” said the lady, boiling over. “Nurse, give Trilly some water
at once! I ask you, in the Russian language, for how much do you
wish to sell your dog? Do you understand—your dog, dog?...”
“The dog! The do-og!” cried the boy, louder than ever.
Lodishkin took offence, and put his hat on again.
“Dogs, my lady, I do not sell,” said he coldly and with dignity. “And,
what is more, madam, that dog, it ought to be understood, has been
for us two”—he pointed with his middle finger over his shoulder at
Sergey—“has been for us two, feeder and clother. It has fed us,
given us drink, and clothed us. I could not think of anything more
impossible than, for example, that we should sell it.”
Trilly all the while was giving forth piercing shrieks like the whistle of
a steam-engine. They gave him a glass of water, but he splashed it
furiously all over the face of his governess.
“Listen, you crazy old man!... There are no things which are not for
sale, if only a large enough price be offered,” insisted the lady,
pressing her palms to her temples. “Miss, wipe your face quickly and
give me my headache mixture. Now, perhaps your dog costs a
hundred roubles! What then, two hundred? Three hundred? Now
answer, image. Doctor, for the love of the Lord, do say something to
him!”

“Pack up, Sergey,” growled Lodishkin morosely. “Image, im-a-age....
Here, Arto!...”
“Hey, wait a minute, if you please,” drawled the stout gentleman in
the gold spectacles in an authoritative bass. “You’d better not be
obstinate, dear man, now I’m telling you. For your dog, ten roubles
would be a beautiful price, and even for you into the bargain.... Just
consider, ass, how much the lady is offering you.”
“I most humbly thank you, sir,” mumbled Lodishkin, hitching his
organ on to his shoulders. “Only I can’t see how such a piece of
business could ever be done, as, for instance, to sell. Now, I should
think you’d better seek some other dog somewhere else.... So good
day to you.... Now, Sergey, go ahead!”
“And have you got a passport?” roared the doctor in a rage. “I know
you—canaille.”
“Porter! Semyon! Drive them out!” cried the lady, her face distorted
with rage.
The gloomy-looking porter in the rose-coloured blouse rushed
threateningly towards the artistes. A great hubbub arose on the
terrace, Trilly roaring for all he was worth, his mother sobbing, the
nurse chattering volubly to her assistant, the doctor booming like an
angry cockchafer. But grandfather and Sergey had no time to look
back or to see how all would end. The poodle running in front of
them, they got quickly to the gates, and after them came the yard
porter, punching the old man in the back, beating on his organ, and
crying out:
“Out you get, you rascals! Thank God that you’re not hanging by
your neck, you old scoundrel. Remember, next time you come here,
we shan’t stand on ceremony with you, but lug you at once to the
police station. Charlatans!”
For a long time the boy and the old man walked along silently
together, but suddenly, as if they had arranged the time beforehand,
they both looked at one another and laughed. Sergey, simply burst

into laughter, and then Lodishkin smiled, seemingly in some
confusion.
“Eh, grandfather Lodishkin, you know everything?” teased Sergey.
“Ye-s brother, we’ve been nicely fooled, haven’t we,” said the old
organ grinder, nodding his head. “A nasty bit of a boy, however....
How they’ll bring up such a creature, the Lord only knows. Yes, if
you please, twenty-five men and women standing around him,
dancing dances for his sake. Well, if he’d been in my power, I’d have
taught him a lesson. ‘Give me the dog,’ says he. What then? If he
asks for the moon out of the sky, give him that also, I suppose.
Come here, Arto, come here, my little doggie doggie. Well, and what
money we’ve taken to-day—astonishing!”
“Better than money,” continued Sergey, “one lady gave us clothes,
another a whole rouble. And doesn’t grandfather Lodishkin know
everything in advance?”
“You be quiet,” growled the old man good-naturedly. “Don’t you
remember how you ran from the porter? I thought I should never
catch you up. A serious man, that porter!”
Leaving the villas, the wandering troupe stepped downward by a
steep and winding path to the sea. At this point the mountains,
retiring from the shore, left a beautiful level beach covered with tiny
pebbles, which lisped and chattered as the waves turned them over.
Two hundred yards out to sea dolphins turned somersaults, showing
for moments their curved and glimmering backs. Away on the
horizon of the wide blue sea, standing as it were on a lovely velvet
ribbon of dark purple, were the sails of fishing boats, tinted to a rose
colour by the sunlight.
“Here we shall bathe, grandfather Lodishkin,” said Sergey decisively.
And he took off his trousers as he walked, jumping from one leg to
the other to do so. “Let me help you to take off the organ.”
He swiftly undressed, smacking his sunburnt body with the palms of
his hands, ran down to the waves, took a handful of foam to throw
over his shoulders, and jumped into the sea.

Grandfather undressed without hurry. Shielding his eyes from the
sun with his hands, and wrinkling his brows, he looked at Sergey
and grinned knowingly.
“He’s not bad; the boy is growing,” thought Lodishkin to himself.
“Plenty of bones—all his ribs showing; but all the same, he’ll be a
strong fellow.”
“Hey, Serozhska, don’t you get going too far. A sea pig’ll drag you
off!”
“If so, I’ll catch it by the tail,” cried Sergey from a distance.
Grandfather stood a long time in the sunshine, feeling himself under
his armpits. He went down to the water very cautiously, and before
going right in, carefully wetted his bald red crown and the sunken
sides of his body. He was yellow, wizened and feeble, his feet were
astonishingly thin, and his back, with sharp protruding shoulder-
blades, was humped by the long carrying of the organ.
“Look, grandfather Lodishkin!” cried Sergey, and he turned a
somersault in the water.
Grandfather, who had now gone into the water up to his middle, sat
down with a murmur of pleasure, and cried out to Sergey:
“Now, don’t you play about, piggy. Mind what I tell you or I’ll give it
you.”
Arto barked unceasingly, and jumped about the shore. He was very
much upset to see the boy swimming out so far. “What’s the use of
showing off one’s bravery?” worried the poodle. “Isn’t there the
earth, and isn’t that good enough to go on, and much calmer?”
He went into the water two or three times himself, and lapped the
waves with his tongue. But he didn’t like the salt water, and was
afraid of the little waves rolling over the pebbles towards him. He
jumped back to dry sand, and at once set himself to bark at Sergey.
“Why these silly, silly tricks? Why not come and sit down on the
beach by the side of the old man? Dear, dear, what a lot of anxiety
that boy does give us!”

“Hey, Serozha, time to come out, anyway. You’ve had enough,” cried
the old man.
“In a minute, grandfather Lodishkin,” the boy cried back. “Just look
how I do the steamboat. U-u-u-ukh!”
At last he swam in to the shore, but, before dressing, he caught Arto
in his arms, and returning with him to the water’s edge, flung him as
far as he could. The dog at once swam back, leaving above the
surface of the water his nostrils and floating ears alone, and snorting
loudly and offendedly. Reaching dry sand, he shook his whole body
violently, and clouds of water flew on the old man and on Sergey.
“Serozha, boy, look, surely that’s for us!” said Lodishkin suddenly,
staring upwards towards the cliff.
Along the downward path they saw that same gloomy-looking yard
porter in the rose-coloured blouse with the speckled pattern, waving
his arms and crying out to them, though they could not make out
what he was saying, the same fellow who, a quarter of an hour ago,
had driven the vagabond troupe from the villa.
“What does he want?” asked grandfather mistrustfully.
IV
The porter continued to cry, and at the same time to leap awkwardly
down the steep path, the sleeves of his blouse trembling in the wind
and the body of it blown out like a sail.
“O-ho-ho! Wait, you three!”
“There’s no finishing with these people,” growled Lodishkin angrily.
“It’s Artoshka they’re after again.”
“Grandfather, what d’you say? Let’s pitch into him!” proposed Sergey
bravely.
“You be quiet! Don’t be rash! But what sort of people can they be?
God forgive us....”

“I say, this is what you’ve got to do...,” began the panting porter
from afar. “You’ll sell that dog. Eh, what? There’s no peace with the
little master. Roars like a calf: ‘Give me, give me the dog....’ The
mistress has sent. ‘Buy it,’ says she, ‘however much you have to
pay.’”
“Now that’s pretty stupid on your mistress’s part,” cried Lodishkin
angrily, for he felt considerably more sure of himself here on the
shore than he did in somebody else’s garden. “And I should like to
ask how can she be my mistress? She’s your mistress, perhaps, but
to me further off than a third cousin, and I can spit at her if I want
to. And now, please, for the love of God ... I pray you ... be so good
as to go away ... and leave us alone.”
But the porter paid no attention. He sat down on the pebbles beside
the old man, and, awkwardly scratching the back of his neck with his
fingers, addressed him thus:
“Now, don’t you grasp, fool?...”
“I hear it from a fool,” interrupted the old man.
“Now, come ... that’s not the point.... Just put it to yourself. What’s
the dog to you? Choose another puppy; all your expense is a stick,
and there you have your dog again. Isn’t that sense? Don’t I speak
the truth? Eh?”
Grandfather meditatively fastened the strap which served him as a
belt. To the obstinate questions of the porter he replied with studied
indifference.
“Talk on, say all you’ve got to say, and then I’ll answer you at once.”
“Then, brother, think of the number,” cried the porter hotly. “Two
hundred, perhaps three hundred roubles in a lump! Well, they
generally give me something for my work ... but just you think of it.
Three whole hundred! Why, you know, you could open a grocer’s
shop with that....”
Whilst saying this the porter plucked from his pocket a piece of
sausage, and threw it to the poodle. Arto caught it in the air,

swallowed it at a gulp, and ingratiatingly wagged his tail.
“Finished?” asked Lodishkin sweetly.
“Doesn’t take long to say what I had to say. Give the dog, and the
money will be in your hands.”
“So-o,” drawled grandfather mockingly. “That means the sale of the
dog, I suppose?”
“What else? Just an ordinary sale. You see, our little master is so
crazy. That’s what’s the matter. Whatever he wants, he turns the
whole house upside down. ‘Give,’ says he, and it has to be given.
That’s how it is without his father. When his father’s here ... holy
Saints!... we all walk on our heads. The father is an engineer;
perhaps you’ve heard of Mr. Obolyaninof? He builds railway lines all
over Russia. A millionaire! They’ve only one boy, and they spoil him.
‘I want a live pony,’ says he—here’s a pony for you. ‘I want a boat,’
says he—here’s a real boat. There is nothing that they refuse him....”
“And the moon?”
“That is, in what sense?” asked the porter.
“I say, has he never asked for the moon from the sky?”
“The moon. What nonsense is that?” said the porter, turning red.
“But come now, we’re agreed, aren’t we, dear man?”
By this time grandfather had succeeded in putting on his old green-
seamed jacket, and he drew himself up as straight as his bent back
would permit.
“I’ll ask you one thing, young man,” said he, not without dignity. “If
you had a brother, or, let us say, a friend, that had grown up with
you from childhood—Now stop, friend, don’t throw sausage to the
dog ... better eat it yourself.... You can’t bribe the dog with that,
brother—I say, if you had a friend, the best and truest friend that it’s
possible to have ... one who from childhood ... well, then, for
example, for how much would you sell him?”
“I’d find a price even for him!...”

“Oh, you’d find a price. Then go and tell your master who builds the
railroads,” cried grandfather in a loud voice—“Go and tell him that
not everything that ordinarily is for sale is also to be bought. Yes!
And you’d better not stroke the dog. That’s to no purpose. Here,
Arto, dog, I’ll give it you. Come on, Sergey.”
“Oh, you old fool!” cried the porter at last.
“Fool; yes, I was one from birth, but you, bit of rabble, Judas, soul-
seller!” shouted Lodishkin. “When you see your lady-general, give
her our kind respects, our deepest respects. Sergey, roll up the
mattress. Ai, ai, my back, how it aches! Come on.”
“So-o, that’s what it means,” drawled the porter significantly.
“Yes. That’s what it is. Take it!” answered the old man
exasperatingly. The troupe then wandered off along the shore,
following on the same road. Once, looking back accidentally, Sergey
noticed that the porter was following them; his face seemed
cogitative and gloomy, his cap was over his eyes, and he scratched
with five fingers his shaggy carrotty-haired neck.
V
A certain spot between Miskhor and Aloopka had long since been
put down by Lodishkin as a splendid place for having lunch, and it
was to this that they journeyed now. Not far from a bridge over a
rushing mountain torrent there wandered from the cliff side a cold
chattering stream of limpid water. This was in the shade of crooked
oak trees and thick hazel bushes. The stream had made itself a
shallow basin in the earth, and from this overflowed, in tiny snake-
like streamlets, glittering in the grass like living silver. Every morning
and evening one might see here pious Turks making their ablutions
and saying their prayers.
“Our sins are heavy and our provisions are meagre,” said
grandfather, sitting in the shade of a hazel bush. “Now, Serozha,
come along. Lord, give Thy blessing!”

He pulled out from a sack some bread, some tomatoes, a lump of
Bessarabian cheese, and a bottle of olive oil. He brought out a little
bag of salt, an old rag tied round with string. Before eating, the old
man crossed himself many times and whispered something. Then he
broke the crust of bread into three unequal parts: the largest he
gave to Sergey (he is growing—he must eat), the next largest he
gave to the poodle, and the smallest he took for himself.
“In the name of the Father and the Son. The eyes of all wait upon
Thee, O Lord,” whispered he, making a salad of the tomatoes. “Eat,
Serozha!”
They ate slowly, not hurrying, in silence, as people eat who work. All
that was audible was the working of three pairs of jaws. Arto,
stretched on his stomach, ate his little bit at one side, gnawing the
crust of bread, which he held between his front paws. Grandfather
and Sergey alternately dipped their tomatoes in the salt, and made
their lips and hands red with the juice. When they had finished they
drank water from the stream, filling a little tin can and putting it to
their mouths. It was fine water, and so cold that the mug went
cloudy on the outside from the moisture condensing on it. The mid-
day heat and the long road had tired the performers, for they had
been up with the sun. Grandfather’s eyes closed involuntarily. Sergey
yawned and stretched himself.
“Well now, little brother, what if we were to lie down and sleep for a
minute or so?” asked grandfather. “One last drink of water. Ukh!
Fine!” cried he, taking his lips from the can and breathing heavily,
the bright drops of water running from his beard and whiskers. “If I
were Tsar I’d drink that water every day ... from morning to night.
Here, Arto! Well, God has fed us and nobody has seen us, or if
anybody has seen us he hasn’t taken offence.... Okh—okh—
okhonush—kee—ee!”
The old man and the boy lay down side by side in the grass, making
pillows for their heads of their jackets. The dark leaves of the rugged
many-branching oaks murmured above them; occasionally through
the shade gleamed patches of bright blue sky; the little streams

running from stone to stone chattered monotonously and stealthily
as if they were putting someone to sleep by sorcery. Grandfather
turned from side to side, muttered something to Sergey, but to
Sergey his voice seemed far away in a soft and sleepy distance, and
the words were strange, as those spoken in a fairy tale.
“First of all—I buy you a costume, rose and gold ... slippers also of
rose-coloured satin ... in Kief or Kharkof, or, perhaps, let us say in
the town of Odessa—there, brother, there are circuses, if you like!...
Endless lanterns ... all electricity.... People, perhaps five thousand,
perhaps more ... how should I know. We should have to make up a
name for you—an Italian name, of course. What can one do with a
name like Esteepheyef, or let us say, Lodishkin? Quite absurd! No
imagination in them whatever. So we’d let you go on the placards as
Antonio, or perhaps, also quite good, Enrico or Alphonse....”
The boy heard no more. A sweet and gentle slumber settled down
upon him and took possession of his body. And grandfather fell
asleep, losing suddenly the thread of his favourite after-dinner
thoughts, his dream of Sergey’s magnificent acrobatic future. Once,
however, in his dream it appeared to him that Arto was growling at
somebody. For a moment through his dreamy brain there passed the
half-conscious and alarming remembrance of the porter in the rose-
coloured blouse, but overcome with sleep, tiredness and heat, he
could not get up, but only idly, with closed eyes, cried out to the
dog:
“Arto ... where’re you going? I’ll g-give it you, gipsy!”
But at once he forgot what he was talking about, and his mind fell
back into the heaviness of sleep and vague dreams.
At last the voice of Sergey woke him up, for the boy was running to
and fro just beyond the stream, shouting loudly and whistling,
calling anxiously for the dog.
“Here, Arto! Come back! Pheu, pheu! Come back, Arto!”
“What are you howling about, Sergey?” cried Lodishkin in a tone of
displeasure, trying to bring the circulation back to a sleeping arm.

“We’ve lost the dog whilst we slept. That’s what we’ve done,”
answered the boy in a harsh, scolding note. “The dog’s lost.”
He whistled again sharply, and cried:
“Arto-o-o!”
“Ah, you’re just making up nonsense! He’ll return,” said grandfather.
But all the same, he also got up and began to call the dog in an
angry, sleepy, old man’s falsetto:
“Arto! Here, dog!”
The old man hurriedly and tremblingly ran across the bridge and
began to go upward along the highway, calling the dog as he went.
In front of him lay the bright, white stripe of the road, level and
clear for half a mile, but on it not a figure, not a shadow.
“Arto! Ar-tosh-enka!” wailed the old man in a piteous voice, but
suddenly he stopped calling him, bent down on the roadside and sat
on his heels.
“Yes, that’s what it is,” said the old man in a failing voice. “Sergey!
Serozha! Come here, my boy!”
“Now what do you want?” cried the boy rudely. “What have you
found now? Found yesterday lying by the roadside, eh?”
“Serozha ... what is it?... What do you make of it? Do you see what
it is?” asked the old man, scarcely above a whisper. He looked at the
boy in a piteous and distracted way, and his arms hung helplessly at
his sides.
In the dust of the road lay a comparatively large half-eaten lump of
sausage, and about it in all directions were printed a dog’s paw-
marks.
“He’s drawn it off, the scoundrel, lured it away,” whispered
grandfather in a frightened shiver, still sitting on his heels. “It’s he;
no one else, it’s quite clear. Don’t you remember how he threw the
sausage to Arto down by the sea?”

“Yes, it’s quite clear,” repeated Sergey sulkily.
Grandfather’s wide-open eyes filled with tears, quickly overflowing
down his cheeks. He hid them with his hands.
“Now, what can we do Serozhenka? Eh, boy? What can we do now?”
asked the old man, rocking to and fro and weeping helplessly.
“Wha-at to do, wha-at to do!” teased Sergey. “Get up, grandfather
Lodishkin; let’s be going!”
“Yes, let us go!” repeated the old man sadly and humbly, raising
himself from the ground. “We’d better be going, I suppose,
Serozhenka.”
Losing patience, Sergey began to scold the old man as if he were a
little boy.
“That’s enough drivelling, old man, stupid! Who ever heard of people
taking away other folks’ dogs in this way? It’s not the law. What-ye
blinking your eyes at me for? Is what I say untrue? Let us go simply
and say, ‘Give us back the dog!’ and if they won’t give it, then to the
courts with it, and there’s an end of it.”
“To the courts ... yes ... of course.... That’s correct, to the courts, of
course...,” repeated Lodishkin, with a senseless bitter smile. But his
eyes looked hither and thither in confusion. “To the courts ... yes ...
only you know, Serozhenka ... it wouldn’t work ... we’d never get to
the courts....”
“How not work? The law is the same for everybody. What have they
got to say for themselves?” interrupted the boy impatiently.
“Now, Serozha, don’t do that ... don’t be angry with me. They won’t
give us back the dog.” At this point grandfather lowered his voice in
a mysterious way. “I fear, on account of the passport. Didn’t you
hear what the gentleman said up there? ‘Have you a passport?’ he
says. Well, and there, you see, I,”—here grandfather made a wry
and seemingly frightened face, and whispered barely audibly—“I’m
living with somebody else’s passport, Serozha.”

“How somebody else’s?”
“Somebody else’s. There’s no more about it. I lost my own at
Taganrog. Perhaps somebody stole it. For two years after that I
wandered about, hid myself, gave bribes, wrote petitions ... at last I
saw there was no getting out of it. I had to live like a hare—afraid of
everything. But once in Odessa, in a night house, a Greek remarked
to me the following:—‘What you say,’ says he, ‘is nonsense. Put
twenty-five roubles on the table, and I’ll give you a passport that’ll
last you till doomsday.’ I worried my brain about that. ‘I’ll lose my
head for this,’ I thought. However, ‘Give it me,’ said I. And from that
time, my dear boy, I’ve been going about the world with another
man’s passport.”
“Ah, grandfather, grandfather!” sighed Sergey, with tears in his eyes.
“I’m sorry about the dog. It’s a very fine dog, you know....”
“Serozhenka, my darling,” cried the old man trembling. “If only I had
a real passport. Do you think it would matter to me even if they
were generals? I’d take them by the throat!... How’s this? One
minute, if you please! What right have you to steal other people’s
dogs? What law is there for that? But now there’s a stopper on us,
Serozha. If I go to the police station the first thing will be, ‘Show us
your passport! Are you a citizen of Samara, by name Martin
Lodishkin?’ I, your Excellency, dear me—I, little brother, am not
Lodishkin at all, and not a citizen, but a peasant. Ivan Dudkin is my
name. And who that Lodishkin might be, God alone knows! How can
I tell? Perhaps a thief or an escaped convict. Perhaps even a
murderer. No, Serozha, we shouldn’t effect anything that way.
Nothing at all....”
Grandfather choked, and tears trickled once more over his sunburnt
wrinkles. Sergey, who had listened to the old man in silence, his
brows tightly knit, his face pale with agitation, suddenly stood up
and cried: “Come on, grandfather. To the devil with the passport! I
suppose we don’t intend to spend the night here on the high road?”

“Ah, my dear, my darling,” said the old man, trembling. “’Twas a
clever dog ... that Artoshenka of ours. We shan’t find such
another....”
“All right, all right. Get up!” cried Sergey imperiously. “Now let me
knock the dust off you. I feel quite worn out, grandfather.”
They worked no more that day. Despite his youthful years, Sergey
well understood the fateful meaning of the dreadful word “passport.”
So he sought no longer to get Arto back, either through the courts
or in any other decisive way. And as he walked along the road with
grandfather towards the inn, where they should sleep, his face took
on a new, obstinate, concentrated expression, as if he had just
thought out something extraordinarily serious and great.
Without actually expressing their intention, the two wanderers made
a considerable detour in order to pass once more by Friendship Villa,
and they stopped for a little while outside the gates, in the vague
hope of catching a glimpse of Arto, or of hearing his bark from afar.
But the iron gates of the magnificent villa were bolted and locked,
and an important, undisturbed and solemn stillness reigned over the
shady garden under the sad and mighty cypresses.
“Peo-ple!” cried the old man in a quavering voice, putting into that
one word all the burning grief that filled his heart.
“Ah, that’s enough. Come on!” cried the boy roughly, pulling his
companion by the sleeve.
“Serozhenka! Don’t you think there’s a chance that Artoshenka might
run away from them?” sighed the old man. “Eh! What do you think,
dear?”
But the boy did not answer the old man. He went ahead in firm large
strides, his eyes obstinately fixed on the road, his brows obstinately
frowning.
VI
They reached Aloopka in silence. Grandfather muttered to himself
and sighed the whole way. Sergey preserved in his face an angry

Welcome to our website – the ideal destination for book lovers and
knowledge seekers. With a mission to inspire endlessly, we offer a
vast collection of books, ranging from classic literary works to
specialized publications, self-development books, and children's
literature. Each book is a new journey of discovery, expanding
knowledge and enriching the soul of the reade
Our website is not just a platform for buying books, but a bridge
connecting readers to the timeless values of culture and wisdom. With
an elegant, user-friendly interface and an intelligent search system,
we are committed to providing a quick and convenient shopping
experience. Additionally, our special promotions and home delivery
services ensure that you save time and fully enjoy the joy of reading.
Let us accompany you on the journey of exploring knowledge and
personal growth!
ebookultra.com

ITIL Service Operation 2011th Edition Axelos

More Related Content

Similar to ITIL Service Operation 2011th Edition Axelos (20)

Recently uploaded (20)

ITIL Service Operation 2011th Edition Axelos