Jiya mun buga akan Habré ga waɗanda suke son fahimtar ITSM - nazarin yanayin da kayan aikin. A yau muna ci gaba da magana game da yadda ake haɗa ITSM cikin tsarin kasuwanci na kamfani, kuma menene kayan aikin girgije zasu iya taimakawa da wannan.
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Me kuke samu daga wannan
Hanyar gargajiya don sarrafa sassan IT ana kiranta hanyar "tushen albarkatun". A cikin sauƙi, ya haɗa da mayar da hankali kan aiki tare da sabobin, cibiyoyin sadarwa da sauran kayan aiki - " albarkatun IT". Jagoran wannan samfurin, sashen IT sau da yawa yakan rasa hankali ga abin da wasu sassan ke yi, kuma ba a dogara da bukatun "mai amfani" da bukatun abokan ciniki na kamfanin ba, amma ya zo daga wani bangare - daga albarkatun.
Madadin wannan tsarin kula da IT shine ITSM (Gudanar da Sabis na IT). Wannan hanya ce ta sabis wanda ke nuna ba da hankali ga fasaha da kayan aiki, amma ga masu amfani (wanda zai iya zama duka ma'aikatan kungiyar da abokan ciniki) da bukatun su.
Yadda wakilan IBM, wannan tsarin yana ba da damar rage farashin aiki da inganta ingancin ayyukan da sashen IT ke bayarwa.
Menene ITSM ke bayarwa a aikace?
Hanyar ITSM ta sa sashen IT ya zama mai ba da sabis ga sauran sassan ƙungiyar. Ya daina zama abin taimako da ke da alhakin kiyaye lafiyar kayan aikin IT: sabar mutum ɗaya, cibiyoyin sadarwa da aikace-aikace.
Kamfanin yana tsara ayyukan da yake son karɓa daga sashen IT kuma ya matsa zuwa samfurin abokin ciniki. Sakamakon haka, kasuwancin ya fara gabatar da buƙatun sa don ayyuka, yana tsara matsaloli da ƙalubalen da masu amfani ke fuskanta. Kuma sashen IT da kansa ya yanke shawarar waɗanne hanyoyin fasaha don biyan waɗannan buƙatun.
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Gabaɗaya, an raba kayan aikin kamfanin zuwa ayyuka daban-daban waɗanda ke sarrafa wasu ayyukan kasuwanci. Don sarrafa waɗannan ayyuka, ana amfani da dandamali na musamman na software. Mafi shahara a cikin kasuwar ITSM shine tsarin girgije na ServiceNow. Shekaru da dama yanzu ta a cikin Gartner quadrant.
Muna cikin"»Muna tsunduma cikin haɗakar mafita na ServiceNow.
Za mu gaya muku yadda ake kusanci haɗin ITSM a cikin kamfani. Za mu gabatar da hanyoyin kasuwanci da yawa, wanda ke sarrafa kansa wanda ke ba ku damar haɓaka aikin sassan IT. Za mu kuma yi magana game da kayan aikin dandamali na ServiceNow waɗanda ke taimaka muku yin wannan.
Inda za a fara da abin da kayan aikin suke akwai
. Wannan tsari ne wanda ke da alhakin lissafin kadarorin IT a duk tsawon rayuwarsu: daga saye ko haɓakawa zuwa rubutawa. Kadarorin IT a cikin wannan yanayin sun haɗa da nau'ikan software da kayan masarufi daban-daban: PC, kwamfyutoci, sabobin, kayan ofis, albarkatun Intanet. Gudanar da kadara ta atomatik yana ba kamfani damar kashe albarkatu yadda ya kamata da kuma hasashen buƙatu.
Aikace-aikace guda biyu ServiceNow zasu iya taimakawa tare da wannan aikin: Ganowa da Sabis na Taswira. Na farko ta atomatik yana ganowa da kuma gano sabbin kadarori (misali, sabar da ke da alaƙa da cibiyar sadarwar kamfanoni) kuma ta shigar da bayanai game da su a cikin rumbun adana bayanai na musamman (wanda ake kira). ).
Na biyu, yana bayyana alakar da ke tsakanin ayyuka da abubuwan more rayuwa waɗanda aka gina waɗannan ayyuka a kansu. A sakamakon haka, duk matakai a cikin sashen IT da kamfanin sun zama masu gaskiya.
Mun yi magana game da yadda ake aiwatar da sarrafa kadari da aiki tare da waɗannan aikace-aikacen guda biyu a cikin rukunin yanar gizon mu - akwai cikakken jagora mai amfani a can ( и ). A ciki mun tabo dukkan matakan aiwatarwa: daga tsarawa zuwa tantancewa.
. Wannan tsari ne, wanda ɓangarensa shine haɓaka ayyukan IT daga mahangar tattalin arziki. IT da ƙungiyar suna buƙatar tattara bayanan kuɗi don fahimtar cikakken hoto na farashi da kudaden shiga.
Tsarin Gudanar da Kuɗi na ServiceNow zai iya taimaka muku tattara wannan bayanin. Kwamitin sarrafawa ne guda ɗaya inda ma'aikatan sashen IT za su iya tsara kasafin kuɗi, biyan kuɗi don nau'ikan ayyuka daban-daban da fitar da daftarin ayyuka (duka zuwa sauran sassan ƙungiyar da abokan cinikinta). Kuna iya ganin yadda yake kama da shi Kayan aikin Gudanar da Kuɗi na ServiceNow. Mun kuma shirya akan aiwatar da tsarin tafiyar da kuɗi - a ciki muna nazarin manyan matakai.
. Manufar wannan tsari shine saka idanu akan abubuwan haɗin ginin IT da daidaita nauyi. ƙwararrun sashen IT dole ne su fahimci yadda canje-canjen aikin uwar garken ko canjin hanyar sadarwa zai shafi ingancin ayyukan da aka bayar.
Tashar sabis na ServiceWatch na iya taimakawa da wannan aikin. Yana tattara bayanai game da ababen more rayuwa ta amfani da tsarin gano da aka riga aka ambata kuma yana gina dogaro ta atomatik tsakanin ayyukan kasuwanci da ayyukan IT. Mun gaya muku yadda ake tattara bayanai game da tsarin IT ta amfani da Discovery . Har muka shirya .
. Irin waɗannan hanyoyin sadarwa suna ba masu amfani damar don magance matsalolin su da kansu ta hanyar software ko hardware, ba tare da neman taimakon ƙwararrun tallafin fasaha ba. Akwai zaɓuɓɓuka da yawa don gina irin waɗannan tashoshi - tushen ilimin a tsaye, FAQs ko shafuka masu ƙarfi tare da ikon karɓar aikace-aikace.
Mun yi magana dalla-dalla game da nau'ikan tashoshin yanar gizo a cikin ɗayan da suka gabata .
Kayan aiki na suna iri ɗaya daga ServiceNow yana taimakawa ƙirƙirar irin waɗannan Portals Service. An tsara bayyanar tashar tashar tare da ƙarin shafuka ko widgets, haka kuma tare da taimakon AngularJS, SCSS da kayan aikin ci gaba na JavaScript.
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. Wannan tsari ne wanda ya dogara akan hanyoyin haɓaka masu sassauƙa. Suna da yawa abũbuwan amfãni (ci gaba da ci gaba da canji, iterativeness), amma fragmentation na kananan kungiyoyin Developers, kowanne daga abin da tsunduma a cikin nasu aikin, ba ko da yaushe ba management hangen nesa na overall halin da ake ciki da kuma ci gaba.
Kayan aiki na ServiceNow Agile Development yana magance matsalar kuma yana ba da kulawa ta tsakiya akan tsarin ci gaba. Wannan tsarin yana sauƙaƙe tsarin haɗin gwiwa da sarrafawa a kan dukkanin tsarin rayuwa na ƙirƙirar software: daga tsarawa zuwa tallafawa tsarin da aka gama. Mun gaya muku yadda ake fara aiki tare da kayan aikin haɓaka Agile .
Tabbas, waɗannan ba duk matakai bane waɗanda za'a iya daidaita su da sarrafa kansu ta amfani da ITSM da ServiceNow. Muna magana game da sauran fasalulluka na dandamali a nan - akwai dama a can ma zuwa ga kwararrun mu.
Abubuwan da ke da alaƙa daga rukunin yanar gizon mu:
source: www.habr.com