{"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\/et\/blog\/administrirovanie\/upravlenie-it-uslugami-itsm-stalo-eshhe-effektivnee-blagodarya-sredstvam-mashinnogo-obucheniya","title":{"rendered":"IT-teenuste haldamine (ITSM) on saanud veelgi t\u00f5husamaks t\u00e4nu masin\u00f5ppe vahenditele.","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>2018. aastal kindlustasime oma positsioonid - IT-teenuste haldamise (ITSM) ja IT-teenuste osutamise teenused j\u00e4tkavad t\u00f6\u00f6d vaatamata pidevale arutelule, kui kaua nad veel digirevolutsiooni ajastul vastu peavad. T\u00f5epoolest, tehnilise toe teenuste n\u00f5udlus kasvab - 2017. aasta tehnilise toe ja palga aruandes, <noindex><a rel=\"nofollow\" href=\"http:\/\/www.microfocus.com\/en-us\/products\/service-management-automation-suite\/overview\">HDI<\/a><\/noindex> (Help Desk Institute) on m\u00e4rgitud, et 55% tehnilise toe teenustest teatas eelmise aasta jooksul taotluste arvu suurenemisest. <\/p>\n<p><img decoding=\"async\" alt=\"IT-teenuste haldamine (ITSM) on saanud veelgi t\u00f5husamaks t\u00e4nu masin\u00f5ppe vahenditele.\" src=\"\/wp-content\/uploads\/2019\/03\/4be34ddeeca161979779830b4e7aeb23.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nTeisest k\u00fcljest on paljud ettev\u00f5tted m\u00e4rganud, et eelmisel aastal v\u00e4henes tehnilise toe p\u00f6\u00f6rdumiste arv 15% v\u00f5rreldes 2016. aastaga (10%). Oluliseks teguriks, mis aitas kaasa taotluste arvu v\u00e4henemisele, osutus iseseisev tehniline tugi. Siiski teatab HDI ka, et eelmisel aastal kasvas taotluse maksumus 25 USD-ni, v\u00f5rreldes 18 USD-ga 2016. aastal. See ei ole see, mille poole enamik IT teenuseid p\u00fc\u00fcdleb. \u00d5nneks v\u00f5ib anal\u00fc\u00fctikast ja masin\u00f5ppest l\u00e4htuv automatiseerimine parandada teenuste protsesse ja tootlikkust, v\u00e4hendades vigu ja t\u00f5stes kvaliteeti ning kiirus. M\u00f5nel juhul \u00fcletab see inimv\u00f5imed, ja masin\u00f5pe ning anal\u00fc\u00fctika on IT toetuse nutika, kaasava ja t\u00f5husa teenuse p\u00f5hialuseks.<br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nSelles artiklis vaatleme l\u00e4hemalt, kuidas masin\u00f5pe suudab lahendada mitmesuguseid tugiteenuste ja ITSM-i probleeme, mis on seotud piletite mahu ja kuludega, samuti seda, kuidas luua kiiremat ja automatiseeritud tugiteenust, mida ettev\u00f5tte t\u00f6\u00f6tajad hea meelega kasutavad.<\/p>\n<h3>T\u00f5hus ITSM masin\u00f5ppe ja anal\u00fc\u00fctika kaudu<\/h3>\n<p>\nMinu lemmik m\u00e4\u00e4ratlus masin\u00f5ppest tuleb ettev\u00f5ttelt <noindex><a rel=\"nofollow\" href=\"http:\/\/www.mathworks.com\/\">MathWorks<\/a><\/noindex>:<\/p>\n<p>\u201eMasin\u00f5pe \u00f5petab arvuteid tegema seda, mis on loomulik inimestele ja loomadele \u2013 \u00f5ppima oma kogemustest. Masin\u00f5ppe algoritmid kasutavad arvutuslikke meetodeid, et \u00f5ppida teavet andmetest otseselt, tuginedes sellele, mitte eelnevalt m\u00e4\u00e4ratud v\u00f5rrandile mudelina. Algoritmid parendavad oma t\u00f5husust j\u00e4rk-j\u00e4rgult, kui saadaval on rohkem valimisid, mida \u00f5ppida.\u201c<br \/>\nAllpool toodud v\u00f5imalused on saadaval m\u00f5nede ITSM-t\u00f6\u00f6riistade jaoks, mis p\u00f5hinevad masin\u00f5ppet\u00f6\u00f6del ja suurandmete anal\u00fc\u00fctikal:<\/p>\n<ul>\n<li><b>Tugi l\u00e4bi boti.<\/b> Virtuaalsed agendid ja vestlused v\u00f5ivad automaatselt pakkuda uudiseid, artikleid, teenuseid ja tugipakkumisi andmekaartidest ja avalikest p\u00e4ringutest. Selline 24\/7 tugi l\u00f5ppkasutajatele pakutavate koolitusprogrammide vormis aitab k\u00fcsimusi oluliselt kiiremini lahendada. Boti peamised eelised on paranenud kasutajaliides ja v\u00e4iksem sisenevate p\u00e4ringute arv.<\/li>\n<li><b>Nutika uudised ja teavitused.<\/b> Need t\u00f6\u00f6riistad v\u00f5imaldavad kasutajaid eelnevalt teavitada potentsiaalsetest probleemidest. Lisaks saavad IT-spetsialistid soovitada lahendusviise probleemide jaoks personaalsed teavitused, mis pakuvad l\u00f5ppkasutajatele asjakohast ja kasulikku teavet probleemide kohta, millega nad v\u00f5ivad silmitsi seista, ning n\u00e4pun\u00e4iteid, kuidas neid v\u00e4ltida. Teavitatud kasutajad hindavad k\u00f5rgelt aktiivset IT-tugi, mis v\u00e4hendab sisenevate p\u00e4ringute arvu.<\/li>\n<li><b>Nutikas otsing.<\/b> Kui l\u00f5ppkasutajad otsivad teavet v\u00f5i teenuseid, suudab kontekstip\u00f5hine teadmusjuhtimiss\u00fcsteem pakkuda soovitusi, artikleid ja linke. L\u00f5ppkasutajad j\u00e4tavad sageli osa tulemustest t\u00e4helepanuta, eelistades neid teisi. Need kl\u00f5psud ja vaatamiste arv arvestatakse sisu 'kaalumiskriteeriumides' sisu uuesti indekseerimise ajal, seega kohandatakse otsimisv\u00f5imalusi d\u00fcnaamiliselt. Kuna l\u00f5ppkasutajad annavad tagasisidet 'meeldib\/ei meeldi' h\u00e4\u00e4letamise kaudu, m\u00f5jutab see samuti sisu reitingut, mida nad ja teised kasutajad saavad leida. Eeliste osas saavad l\u00f5ppkasutajad kiiresti vastuseid leida ja tunnevad end \u00fcsna kindlalt, samas kui tugiteenuste agendid saavad t\u00f6\u00f6delda rohkem p\u00e4ringuid ja saavutada rohkem teenuse kvaliteedi lepingute (SLA) t\u00e4itmist.<\/li>\n<li><b>Populaarsete teemade anal\u00fc\u00fcs. <\/b>Siin anal\u00fc\u00fcsiv\u00f5ime tuvastab mustrid struktureeritud ja struktureerimata andmeallikates. Teave populaarsest teemadest kuvatakse graafiliselt kuumakaardina, kus segmentide suurus vastab teatud teemade v\u00f5i v\u00f5tmes\u00f5na r\u00fchmade sagedusele, mida kasutajad otsivad. Korduvad juhtumid avastatakse koheselt, r\u00fchmitatakse ja lahendatakse koos. Populaarsed teemade anal\u00fc\u00fcsid tuvastavad ka juhtumigrupid, millel on \u00fchine p\u00f5hjus, ning v\u00e4hendavad oluliselt ajakulu juureprobleemi tuvastamiseks ja lahendamiseks. Samuti suudab tehnoloogia automaatselt luua artikleid teadmusbaasi, mis p\u00f5hinevad sarnastel tegevustel v\u00f5i sarnastel probleemidel. Trendide otsimine mis tahes andmetes suurendab IT-osakonna tegevust, takistab juhtumite kordumist ja seega t\u00f5stab l\u00f5ppkasutajate rahulolu, v\u00e4hendades samal ajal IT-kulusid.<\/li>\n<li><b>Nutikaotlused.<\/b> L\u00f5ppkasutajad ootavad, et taotluse esitamine pole keerulisem kui tweetimine \u2013 l\u00fchike loomulikus keeles s\u00f5num, mis kirjeldab probleemi v\u00f5i taotlust, mille saab saata e-posti teel. V\u00f5i isegi lihtsalt lisada pildi probleemist ja saata see mobiilseadmest. Nutika taotluse registreerimine kiirendab p\u00f6\u00f6rdumise loomise protsessi, t\u00e4ites automaatselt k\u00f5ik v\u00e4ljad, l\u00e4htudes l\u00f5ppkasutaja kirjutatud tekstist v\u00f5i pildi skaneerimisest, mis on t\u00f6\u00f6deldud optilise t\u00e4hem\u00e4rki tuvastamise (OCR) programmi abil. Kasutades j\u00e4lgimisandmekogumit, klassifitseerib tehnoloogia automaatselt taotlused ja suunab need vastavatele toeagentidele. Agendid saavad taotlusi edastada erinevatesse tugigruppidesse ning nad saavad automaatselt t\u00e4idetud v\u00e4lju \u00fcmber kirjutada, kui masin\u00f5ppemudel ei ole antud juhtumi jaoks optimaalne. S\u00fcsteem \u00f5pib uutest mustritest, mis aitab edaspidi paremini tegeleda esilekerkivate probleemidega. See k\u00f5ik t\u00e4hendab, et l\u00f5ppkasutajad saavad lihtsalt ja kiiresti avada taotlusi, mis suurendab rahulolu t\u00f6\u00f6riistade kasutamisel. See v\u00f5imalus v\u00e4hendab ka k\u00e4sit\u00f6\u00f6d ja vigu ning aitab l\u00fchendada lahendamise aega ja kulusid.<\/li>\n<li><b>Nutikas e-post.<\/b> See t\u00f6\u00f6riist sarnaneb nutikate piletite s\u00fcsteemiga. L\u00f5ppkasutaja v\u00f5ib saata emaili tugiteenusele ja kirjeldada probleemi loomulikus keeles. Tugiteenuse t\u00f6\u00f6riist loob piletit emaili sisu p\u00f5hjal ning vastab automaatselt l\u00f5ppkasutajale linkidega pakutud lahendustele. L\u00f5ppkasutajad on rahul, kuna piletite ja p\u00e4ringute avamine on lihtne ja mugav, ning IT-agentidel on v\u00e4hem k\u00e4sit\u00f6\u00f6d.<\/li>\n<li><b>Nutikas muudatuste haldus.<\/b> Masin\u00f5pe toetab ka kaasaegset anal\u00fc\u00fctikat ja muudatushaldust. Arvestades muutuste sagedust, mida ettev\u00f5tted t\u00e4nap\u00e4eval vajavad, saavad nutikad s\u00fcsteemid pakkuda agentidele v\u00f5i muudatusjuhtidele ettepanekuid keskkonna optimeerimiseks ja tulevase edukate muudatuste t\u00f5en\u00e4osuse suurendamiseks. Agendid saavad vajalikke muudatusi kirjeldada loomulikus keeles, samas kui anal\u00fc\u00fctilised v\u00f5imalused kontrollivad sisu konfigureeritavate elementide osas. K\u00f5ik muudatused on reguleeritud ning automaatsed indikaatorid teavitavad muudatusjuhti, kas muudatustega on seotud mingeid probleeme, nagu risk, planeerimine ebasoodsas ajavahemikus v\u00f5i staatus \"mitte heaks kiidetud\". Nutika muudatuste haldamise peamine eelis on kiirem tasuvus v\u00e4iksema konfigureerituse, seadistuste ja l\u00f5puks v\u00e4iksemate rahakuludega.<\/li>\n<\/ul>\n<p>\n<b><i>L\u00f5ppkokkuv\u00f5ttes muudavad masin\u00f5pe ja anal\u00fc\u00fctika ITSM- s\u00fcsteeme, pakkudes intellektuaalseid j\u00e4reldusi ja soovitusi piletite ja muudatuste protsesside kohta, mis aitavad IT-agente ja tugigruppidel kirjeldada, diagnoosida, prognoosida ja ette kirjutada, mis on juhtunud, mis toimub ja mis v\u00f5ib juhtuda. L\u00f5ppkasutajad saavad ennetavaid, isikup\u00e4raseid ja d\u00fcnaamilisi anal\u00fc\u00fcsihinnanguid ning kiireid lahendusi. Paljusid asju tehakse automaatselt, st ilma inimsekkumiseta. Ja kuna tehnoloogia \u00f5ppib aja jooksul, muutuvad protsessid ainult paremaks. Oluline on m\u00e4rkida, et k\u00f5ik artiklis kirjeldatud intellektuaalsed funktsioonid on juba t\u00e4na saadaval.<\/i><\/b><br \/>\n<br \/>Allikas: <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 5.0.0.1 - 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 \u043f\u043e\u0437\u0438\u0446\u0438\u0438 \u2013 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