{"id":30409,"date":"2019-10-31T21:35:23","date_gmt":"2019-10-31T18:35:23","guid":{"rendered":"https:\/\/prohoster.info\/blog\/upravlenie-it-uslugami-itsm-stalo-eshhe-effektivnee-blagodarya-sredstvam-mashinnogo-obucheniya\/"},"modified":"2019-10-31T21:35:23","modified_gmt":"2019-10-31T18:35:23","slug":"upravlenie-it-uslugami-itsm-stalo-eshhe-effektivnee-blagodarya-sredstvam-mashinnogo-obucheniya","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/upravlenie-it-uslugami-itsm-stalo-eshhe-effektivnee-blagodarya-sredstvam-mashinnogo-obucheniya","title":{"rendered":"Spr\u00e1va IT slu\u017eeb (ITSM) se stala je\u0161t\u011b efektivn\u011bj\u0161\u00ed d\u00edky strojov\u00e9mu u\u010den\u00ed.","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>V roce 2018 jsme si pevn\u011b upevnili sv\u00e9 pozice \u2013 slu\u017eby pro spr\u00e1vu IT slu\u017eeb (ITSM) a slu\u017eby IT slu\u017eeb nad\u00e1le funguj\u00ed, i p\u0159es neust\u00e1l\u00e9 debaty o tom, jak dlouho je\u0161t\u011b vydr\u017e\u00ed v dob\u011b digit\u00e1ln\u00ed revoluce. Opravdu, popt\u00e1vka po slu\u017eb\u00e1ch technick\u00e9 podpory roste \u2013 ve Zpr\u00e1v\u011b o technick\u00e9 podpo\u0159e a Zpr\u00e1v\u011b o mzd\u00e1ch <noindex><a rel=\"nofollow\" href=\"http:\/\/www.microfocus.com\/en-us\/products\/service-management-automation-suite\/overview\">HDI<\/a><\/noindex> (Help Desk Institute) za rok 2017 uv\u00e1d\u00ed, \u017ee 55 % slu\u017eeb technick\u00e9 podpory zaznamenalo zv\u00fd\u0161en\u00ed objemu \u017e\u00e1dost\u00ed za posledn\u00ed rok. <\/p>\n<p><img decoding=\"async\" alt=\"Spr\u00e1va IT slu\u017eeb (ITSM) se stala je\u0161t\u011b efektivn\u011bj\u0161\u00ed d\u00edky strojov\u00e9mu u\u010den\u00ed.\" src=\"\/wp-content\/uploads\/2019\/03\/4be34ddeeca161979779830b4e7aeb23.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nNa druhou stranu mnoho firem zaznamenalo pokles objemu \u017e\u00e1dost\u00ed o technickou podporu v minul\u00e9m roce (15 %) ve srovn\u00e1n\u00ed se rokem 2016 (10 %). Kl\u00ed\u010dov\u00fdm faktorem, kter\u00fd p\u0159isp\u011bl k poklesu po\u010dtu \u017e\u00e1dost\u00ed, byla samoobslu\u017en\u00e1 technick\u00e1 podpora. P\u0159esto HDI tak\u00e9 hl\u00e1s\u00ed, \u017ee v minul\u00e9m roce cena \u017e\u00e1dosti vzrostla na 25 USD ve srovn\u00e1n\u00ed s 18 USD v roce 2016. To nen\u00ed to, po \u010dem tou\u017e\u00ed v\u011bt\u0161ina slu\u017eeb IT. Na\u0161t\u011bst\u00ed automatizace na z\u00e1klad\u011b anal\u00fdzy a strojov\u00e9ho u\u010den\u00ed m\u016f\u017ee zlep\u0161it procesy a v\u00fdkon podpory t\u00edm, \u017ee sn\u00ed\u017e\u00ed po\u010det chyb a zv\u00fd\u0161\u00ed kvalitu a rychlost. N\u011bkdy to p\u0159esahuje lidsk\u00e9 mo\u017enosti, p\u0159i\u010dem\u017e strojov\u00e9 u\u010den\u00ed a anal\u00fdza jsou kl\u00ed\u010dov\u00fdm z\u00e1kladem pro inteligentn\u00ed, vst\u0159\u00edcnou a operativn\u00ed IT podporu.<br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nV tomto \u010dl\u00e1nku je podrobn\u011bji prozkoum\u00e1no, jak m\u016f\u017ee strojov\u00e9 u\u010den\u00ed vy\u0159e\u0161it mnoho probl\u00e9m\u016f slu\u017eeb podpory a ITSM, t\u00fdkaj\u00edc\u00edch se objem\u016f a n\u00e1klad\u016f \u017e\u00e1dost\u00ed, a jak vytvo\u0159it rychlej\u0161\u00ed a automatizovanou podporu, kterou budou zam\u011bstnanci r\u00e1di pou\u017e\u00edvat.<\/p>\n<h3>Efektivn\u00ed ITSM prost\u0159ednictv\u00edm strojov\u00e9ho u\u010den\u00ed a anal\u00fdzy<\/h3>\n<p>\nMou obl\u00edbenou definici strojov\u00e9ho u\u010den\u00ed poskytuje spole\u010dnost <noindex><a rel=\"nofollow\" href=\"http:\/\/www.mathworks.com\/\">MathWorks<\/a><\/noindex>:<\/p>\n<p>\"Strojov\u00e9 u\u010den\u00ed u\u010d\u00ed po\u010d\u00edta\u010de d\u011blat to, co je p\u0159irozen\u00e9 pro lidi a zv\u00ed\u0159ata \u2013 u\u010dit se z vlastn\u00ed zku\u0161enosti. Algoritmy strojov\u00e9ho u\u010den\u00ed pou\u017e\u00edvaj\u00ed v\u00fdpo\u010detn\u00ed metody k u\u010den\u00ed z informac\u00ed p\u0159\u00edmo z dat, ani\u017e by se spol\u00e9haly na p\u0159edem stanovenou rovnici jako model. Algoritmy adaptivn\u011b zlep\u0161uj\u00ed svou efektivitu s rostouc\u00edm po\u010dtem dostupn\u00fdch vzork\u016f k prozkoum\u00e1n\u00ed.\"<br \/>\nN\u00e1sleduj\u00edc\u00ed mo\u017enosti jsou k dispozici pro n\u011bkter\u00e9 ITSM n\u00e1stroje zalo\u017een\u00e9 na technologi\u00edch strojov\u00e9ho u\u010den\u00ed a anal\u00fdze velk\u00fdch dat:<\/p>\n<ul>\n<li><b>Podpora prost\u0159ednictv\u00edm bota.<\/b> Virtu\u00e1ln\u00ed agenti a chatboti mohou automaticky nab\u00edzet zpr\u00e1vy, \u010dl\u00e1nky, slu\u017eby a nab\u00eddky podpory z datab\u00e1z\u00ed a ve\u0159ejn\u00fdch \u017e\u00e1dost\u00ed. Tento 24\/7 support ve form\u011b navrhovan\u00fdch \u0161kolen\u00ed pro koncov\u00e9 u\u017eivatele pom\u00e1h\u00e1 rychleji \u0159e\u0161it probl\u00e9my. Kl\u00ed\u010dov\u00fdmi v\u00fdhodami bota jsou vylep\u0161en\u00e9 u\u017eivatelsk\u00e9 rozhran\u00ed a men\u0161\u00ed po\u010det p\u0159\u00edchoz\u00edch \u017e\u00e1dost\u00ed.<\/li>\n<li><b>Chytr\u00e9 zpr\u00e1vy a ozn\u00e1men\u00ed.<\/b> Tyto n\u00e1stroje umo\u017e\u0148uj\u00ed p\u0159edem informovat u\u017eivatele o potenci\u00e1ln\u00edch probl\u00e9mech. IT specialist\u00e9 mohou tak\u00e9 doporu\u010dit alternativn\u00ed \u0159e\u0161en\u00ed probl\u00e9m\u016f prost\u0159ednictv\u00edm personalizovan\u00fdch ozn\u00e1men\u00ed, kter\u00e1 poskytuj\u00ed koncov\u00fdm u\u017eivatel\u016fm aktu\u00e1ln\u00ed a u\u017eite\u010dn\u00e9 informace o probl\u00e9mech, s nimi\u017e se mohou setkat, a rady, jak se jim vyhnout. Informovan\u00ed u\u017eivatel\u00e9 ocen\u00ed aktivn\u00ed IT podporu a po\u010det p\u0159\u00edchoz\u00edch \u017e\u00e1dost\u00ed se sn\u00ed\u017e\u00ed.<\/li>\n<li><b>Chytr\u00e9 vyhled\u00e1v\u00e1n\u00ed.<\/b> Kdy\u017e koncov\u00ed u\u017eivatel\u00e9 hledaj\u00ed informace nebo slu\u017eby, kontextov\u011b z\u00e1visl\u00fd syst\u00e9m spr\u00e1vy znalost\u00ed m\u016f\u017ee poskytovat doporu\u010den\u00ed, \u010dl\u00e1nky a odkazy. Koncov\u00ed u\u017eivatel\u00e9 obvykle p\u0159ehl\u00ed\u017eej\u00ed \u010d\u00e1st v\u00fdsledk\u016f, preferuj\u00edc\u00ed jin\u00e9. Tyto kliknut\u00ed a po\u010det zobrazen\u00ed jsou zahrnuty do krit\u00e9ri\u00ed \u201ev\u00e1\u017een\u00ed\u201c p\u0159i op\u011btovn\u00e9 indexaci obsahu v pr\u016fb\u011bhu \u010dasu, tak\u017ee vyhled\u00e1vac\u00ed mo\u017enosti se dynamicky nastavuj\u00ed. Jeliko\u017e koncov\u00ed u\u017eivatel\u00e9 poskytuj\u00ed zp\u011btnou vazbu ve form\u011b pozitivn\u00edho\/negativn\u00edho hodnocen\u00ed, ovliv\u0148uje to tak\u00e9 hodnocen\u00ed obsahu, kter\u00fd mohou nal\u00e9zt oni i ostatn\u00ed u\u017eivatel\u00e9. Z hlediska v\u00fdhod m\u016f\u017ee b\u00fdt koncov\u00fdm u\u017eivatel\u016fm rychleji nal\u00e9zt odpov\u011bdi a c\u00edtit se sebev\u011bdom\u011b, zat\u00edmco podpora m\u016f\u017ee zpracov\u00e1vat v\u00edce \u017e\u00e1dost\u00ed a dos\u00e1hnout v\u00edce dohod o kvalit\u011b poskytovan\u00fdch slu\u017eeb (SLA).<\/li>\n<li><b>Analytika popul\u00e1rn\u00edch t\u00e9mat. <\/b>Zde analytick\u00e9 mo\u017enosti odhaluj\u00ed vzorce ve strukturovan\u00fdch a nestrukturovan\u00fdch zdroj\u00edch dat. Informace o popul\u00e1rn\u00edch t\u00e9matech je graficky zobrazena ve form\u011b tepeln\u00e9 mapy, kde velikost segment\u016f odpov\u00edd\u00e1 \u010detnosti ur\u010dit\u00fdch t\u00e9mat nebo skupin kl\u00ed\u010dov\u00fdch slov, o kter\u00e9 maj\u00ed u\u017eivatel\u00e9 z\u00e1jem. Opakuj\u00edc\u00ed se incidenty budou okam\u017eit\u011b odhaleny, seskupeny a vy\u0159e\u0161eny spole\u010dn\u011b. Analytika popul\u00e1rn\u00edch t\u00e9mat tak\u00e9 odhaluje incidentn\u00ed klastry s obvyklou p\u0159\u00ed\u010dinou a v\u00fdrazn\u011b zkracuje \u010das pot\u0159ebn\u00fd k identifikaci a \u0159e\u0161en\u00ed hlavn\u00edho probl\u00e9mu. Technologie tak\u00e9 m\u016f\u017ee automaticky vytv\u00e1\u0159et \u010dl\u00e1nky v datab\u00e1zi znalost\u00ed zalo\u017een\u00e9 na podobn\u00fdch interakc\u00edch nebo podobn\u00fdch probl\u00e9mech. Hled\u00e1n\u00ed trend\u016f v jak\u00fdchkoliv datech zvy\u0161uje aktivitu IT odd\u011blen\u00ed, zabra\u0148uje opakov\u00e1n\u00ed incident\u016f a t\u00edm zvy\u0161uje spokojenost koncov\u00fdch u\u017eivatel\u016f a sou\u010dasn\u011b sni\u017euje n\u00e1klady na IT.<\/li>\n<li><b>Chytr\u00e9 \u017e\u00e1dosti.<\/b> Koncov\u00ed u\u017eivatel\u00e9 o\u010dek\u00e1vaj\u00ed, \u017ee pod\u00e1n\u00ed \u017e\u00e1dosti bude stejn\u011b snadn\u00e9 jako naps\u00e1n\u00ed tweetu, konkr\u00e9tn\u011b - kr\u00e1tk\u00e9 zpr\u00e1vy v p\u0159irozen\u00e9m jazyce popisuj\u00edc\u00ed probl\u00e9m nebo \u017e\u00e1dost, kterou lze odeslat e-mailem. Nebo dokonce jen p\u0159ipojit fotografii z\u00e1vady a odeslat ji z mobiln\u00edho za\u0159\u00edzen\u00ed. Registrace chytr\u00e9 \u017e\u00e1dosti urychluje proces vytv\u00e1\u0159en\u00ed pod\u00e1n\u00ed t\u00edm, \u017ee automaticky vypl\u0148uje v\u0161echna pole na z\u00e1klad\u011b toho, co napsal koncov\u00fd u\u017eivatel nebo skenu obr\u00e1zku zpracovan\u00e9ho pomoc\u00ed programu pro optick\u00e9 rozpozn\u00e1v\u00e1n\u00ed znak\u016f (OCR). Pomoc\u00ed souboru datov\u00fdch pozorov\u00e1n\u00ed technologie automaticky klasifikuje a adresuje \u017e\u00e1dosti p\u0159\u00edslu\u0161n\u00fdm agent\u016fm podpory. Agenti mohou p\u0159epos\u00edlat \u017e\u00e1dosti r\u016fzn\u00fdm podporn\u00fdm skupin\u00e1m a mohou p\u0159epsat automaticky vypln\u011bn\u00e1 pole, pokud se model strojov\u00e9ho u\u010den\u00ed neuk\u00e1\u017ee jako optim\u00e1ln\u00ed pro dan\u00fd p\u0159\u00edpad. Syst\u00e9m se u\u010d\u00ed z nov\u00fdch vzork\u016f, co\u017e umo\u017e\u0148uje l\u00e9pe se vypo\u0159\u00e1dat s vznikaj\u00edc\u00edmi probl\u00e9my v budoucnu. To v\u0161e znamen\u00e1, \u017ee koncov\u00ed u\u017eivatel\u00e9 mohou snadno a rychle otev\u00edrat \u017e\u00e1dosti, co\u017e vede k vy\u0161\u0161\u00ed spokojenosti p\u0159i pou\u017e\u00edv\u00e1n\u00ed pracovn\u00edch n\u00e1stroj\u016f. Tato mo\u017enost tak\u00e9 sni\u017euje objem ru\u010dn\u00ed pr\u00e1ce a chyby a pom\u00e1h\u00e1 zkr\u00e1tit \u010das a n\u00e1klady na \u0159e\u0161en\u00ed.<\/li>\n<li><b>Chytr\u00fd e-mail.<\/b> Tento n\u00e1stroj p\u0159ipom\u00edn\u00e1 chytr\u00e9 \u017e\u00e1dosti. Koncov\u00fd u\u017eivatel m\u016f\u017ee poslat e-mail na podporu a popsat probl\u00e9m v p\u0159irozen\u00e9m jazyce. N\u00e1stroj podpory vytv\u00e1\u0159\u00ed \u017e\u00e1dost na z\u00e1klad\u011b obsahu e-mailu a tak\u00e9 automaticky odpov\u00edd\u00e1 koncov\u00e9mu u\u017eivateli s odkazy na navrhovan\u00e1 \u0159e\u0161en\u00ed. Koncov\u00ed u\u017eivatel\u00e9 jsou spokojeni, proto\u017ee otev\u00edr\u00e1n\u00ed \u017e\u00e1dost\u00ed a po\u017eadavk\u016f je snadn\u00e9 a pohodln\u00e9, zat\u00edmco IT agenti maj\u00ed m\u00e9n\u011b ru\u010dn\u00ed pr\u00e1ce.<\/li>\n<li><b>Chytr\u00e9 \u0159\u00edzen\u00ed zm\u011bn.<\/b> Strojov\u00e9 u\u010den\u00ed tak\u00e9 podporuje modern\u00ed analytiku a \u0159\u00edzen\u00ed zm\u011bn. Vzhledem k \u010dast\u00fdm zm\u011bn\u00e1m, kter\u00e9 dnes podniky vy\u017eaduj\u00ed, mohou inteligentn\u00ed syst\u00e9my poskytovat agent\u016fm nebo mana\u017eer\u016fm zm\u011bn n\u00e1vrhy zam\u011b\u0159en\u00e9 na optimalizaci prost\u0159ed\u00ed a zv\u00fd\u0161en\u00ed procenta \u00fasp\u011b\u0161n\u00fdch zm\u011bn v budoucnu. Agenti mohou popisovat pot\u0159ebn\u00e9 zm\u011bny p\u0159irozen\u00fdm jazykem, zat\u00edmco analytick\u00e9 mo\u017enosti zkontroluj\u00ed obsah na p\u0159\u00edtomnost dot\u010den\u00fdch konfigurac\u00ed. V\u0161echny zm\u011bny jsou regulov\u00e1ny a automatick\u00e9 indik\u00e1tory informuj\u00ed mana\u017eera zm\u011bn o p\u0159\u00edpadn\u00fdch probl\u00e9mech se zm\u011bnou, jako je riziko, pl\u00e1nov\u00e1n\u00ed v nepl\u00e1novan\u00e9m okn\u011b nebo status \u201eneschv\u00e1leno\u201c. Kl\u00ed\u010dovou v\u00fdhodou chytr\u00e9ho \u0159\u00edzen\u00ed zm\u011bn je rychlej\u0161\u00ed n\u00e1vratnost investic s men\u0161\u00edm mno\u017estv\u00edm konfigurac\u00ed, nastaven\u00ed a nakonec ni\u017e\u0161\u00edmi n\u00e1klady.<\/li>\n<\/ul>\n<p>\n<b><i>V kone\u010dn\u00e9m d\u016fsledku strojov\u00e9 u\u010den\u00ed a analytika prom\u011b\u0148uj\u00ed syst\u00e9my ITSM prost\u0159ednictv\u00edm inteligentn\u00edch p\u0159edpoklad\u016f a doporu\u010den\u00ed ohledn\u011b probl\u00e9m\u016f se \u017e\u00e1dostmi a procesem zm\u011bn, kter\u00e9 pom\u00e1haj\u00ed agent\u016fm a IT podporn\u00fdm t\u00fdm\u016fm popisovat, diagnostikovat, p\u0159edpov\u00eddat a na\u0159izovat, co se stalo, co se d\u011bje a co se stane. Kone\u010dn\u00ed u\u017eivatel\u00e9 dost\u00e1vaj\u00ed proaktivn\u00ed, osobn\u00ed a dynamick\u00e9 analytick\u00e9 hodnocen\u00ed a rychl\u00e1 \u0159e\u0161en\u00ed. Mnoho z toho se d\u011bje automaticky, tedy bez \u00fa\u010dasti \u010dlov\u011bka. A proto\u017ee technologie se u\u010d\u00ed s postupem \u010dasu, procesy se jen zlep\u0161uj\u00ed. Je d\u016fle\u017eit\u00e9 si uv\u011bdomit, \u017ee v\u0161echny inteligentn\u00ed funkce popsan\u00e9 v tomto \u010dl\u00e1nku jsou dostupn\u00e9 ji\u017e dnes.<\/i><\/b><br \/>\n<br \/>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/icl_services\/blog\/445504\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u0412 2018 \u0433\u043e\u0434\u0443 \u043c\u044b \u043f\u0440\u043e\u0447\u043d\u043e \u0437\u0430\u043a\u0440\u0435\u043f\u0438\u043b\u0438 \u0441\u0432\u043e\u0438 \u043f\u043e\u0437\u0438\u0446\u0438\u0438 \u2013 \u0441\u043b\u0443\u0436\u0431\u044b \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u0418\u0422-\u0443\u0441\u043b\u0443\u0433\u0430\u043c\u0438 (ITSM) \u0438 \u0441\u043b\u0443\u0436\u0431\u044b \u0418\u0422-\u0443\u0441\u043b\u0443\u0433 \u0434\u043e \u0441\u0438\u0445 \u043f\u043e\u0440 \u043f\u0440\u043e\u0434\u043e\u043b\u0436\u0430\u044e\u0442 \u0441\u0432\u043e\u044e \u0434\u0435\u044f\u0442\u0435\u043b\u044c\u043d\u043e\u0441\u0442\u044c, \u043d\u0435\u0441\u043c\u043e\u0442\u0440\u044f \u043d\u0430 \u043d\u0435\u043f\u0440\u0435\u043a\u0440\u0430\u0449\u0430\u044e\u0449\u0438\u0435\u0441\u044f \u0440\u0430\u0437\u0433\u043e\u0432\u043e\u0440\u044b \u043e \u0442\u043e\u043c, \u043a\u0430\u043a \u0434\u043e\u043b\u0433\u043e \u043e\u043d\u0438 \u0435\u0449\u0435 \u043f\u0440\u043e\u0434\u0435\u0440\u0436\u0430\u0442\u0441\u044f \u0432 \u043f\u043e\u0440\u0443 \u0446\u0438\u0444\u0440\u043e\u0432\u043e\u0439 \u0440\u0435\u0432\u043e\u043b\u044e\u0446\u0438\u0438. \u0414\u0435\u0439\u0441\u0442\u0432\u0438\u0442\u0435\u043b\u044c\u043d\u043e, \u0441\u043f\u0440\u043e\u0441 \u043d\u0430 \u0441\u043b\u0443\u0436\u0431\u044b \u0442\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u0440\u0430\u0441\u0442\u0435\u0442 \u2013 \u0432 \u041e\u0442\u0447\u0435\u0442\u0435 \u043e \u0442\u0435\u0445\u043d\u0438\u0447\u0435\u0441\u043a\u043e\u0439 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0435 \u0438 \u041e\u0442\u0447\u0435\u0442\u0435 \u043e \u0437\u0430\u0440\u043f\u043b\u0430\u0442\u0430\u0445 HDI (Help [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":22410,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-30409","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u0412 2018 \u0433\u043e\u0434\u0443 \u043c\u044b \u043f\u0440\u043e\u0447\u043d\u043e \u0437\u0430\u043a\u0440\u0435\u043f\u0438\u043b\u0438 \u0441\u0432\u043e\u0438 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