2018 pom peb ruaj khov - IT Service Management (ITSM) thiab IT Services tseem nyob hauv kev lag luam, txawm hais tias tsis tu ncua hais txog ntev npaum li cas lawv yuav muaj sia nyob ntawm kev hloov pauv digital. Tseeb tiag, qhov kev thov rau kev pabcuam kev pabcuam yog loj hlob - hauv Kev Pabcuam Kev Pabcuam thiab Daim Ntawv Qhia Nyiaj Hli (Lub Tsev Haujlwm Pabcuam Pabcuam) 2017 daim ntawv tshaj tawm qhia tias 55% ntawm cov chaw pabcuam tau tshaj tawm txog kev nce nqi ntawm daim pib xyoo dhau los.
Ntawm qhov tod tes, ntau lub tuam txhab tau sau tseg tias qhov txo qis ntawm kev hu mus rau kev txhawb nqa kev lag luam xyoo tas los (15%) piv rau 2016 (10%). Qhov tseem ceeb tshaj plaws uas ua rau txo qis tus lej ntawm kev thov yog kev txhawb nqa kev ywj pheej. Txawm li cas los xij, HDI kuj tau tshaj tawm tias tus nqi thov tau nce mus rau $ 25 xyoo tas los, nce ntawm $ 18 xyoo 2016. Qhov no tsis yog qhov feem ntau IT departments siv zog rau. Hmoov zoo, automation powered by analytics and machine learning can improve help desk processes and productivity by txo qhov yuam kev thiab txhim kho zoo thiab ceev. Qee lub sij hawm qhov no dhau ntawm tib neeg lub peev xwm, thiab kev kawm tshuab thiab kev tshuaj ntsuam xyuas yog lub hauv paus tseem ceeb rau lub rooj sib tham ntse, ua haujlwm thiab ua haujlwm IT.
Tsab ntawv xov xwm no yuav siv sijhawm los saib seb yuav ua li cas kev kawm tshuab tuaj yeem daws tau ntau qhov kev pab cuam thiab ITSM cov teeb meem cuam tshuam nrog daim pib ntim thiab nqi, thiab yuav ua li cas los tsim lub rooj pab ceev, ntau lub tshuab ua haujlwm uas cov neeg ua haujlwm nyiam siv.
Siv tau ITSM los ntawm kev kawm tshuab thiab tshuaj ntsuam xyuas
Kuv nyiam lub ntsiab lus ntawm kev kawm tshuab los ntawm lub tuam txhab :
"Kev kawm tshuab qhia cov khoos phis tawj kom ua qhov tshwm sim rau tib neeg thiab tsiaj txhu - kawm los ntawm kev paub. Tshuab kev kawm algorithms siv cov txheej txheem suav los kawm cov ntaub ntawv ncaj qha los ntawm cov ntaub ntawv, yam tsis muaj kev vam khom rau qhov sib npaug ua ntej raws li tus qauv. Algorithms hloov kho lawv tus kheej kev ua tau zoo raws li cov qauv muaj rau kev kawm nce ntxiv. "
Cov peev txheej hauv qab no muaj rau qee cov cuab yeej ITSM raws li kev kawm tshuab thiab cov ntaub ntawv loj analytics:
- Txhawb nqa ntawm bot. Cov neeg ua haujlwm virtual thiab chatbots tuaj yeem qhia tawm xov xwm, kab lus, kev pabcuam, thiab kev txhawb nqa los ntawm cov ntaub ntawv catalogs thiab kev thov rau pej xeem. Qhov kev txhawb nqa 24/7 no nyob rau hauv daim ntawv ntawm kev cob qhia cov neeg siv kawg pab daws teeb meem sai dua. Cov txiaj ntsig tseem ceeb ntawm bot yog kev txhim kho cov neeg siv interface thiab tsawg dua hu tuaj.
- Cov xov xwm ntse thiab kev ceeb toom. Cov cuab yeej no tso cai rau cov neeg siv kom paub meej txog cov teeb meem uas yuav tshwm sim. Tsis tas li ntawd, cov kws tshaj lij IT tuaj yeem pom zoo rau kev daws teeb meem los ntawm kev ceeb toom tus kheej uas muab cov neeg siv kawg nrog cov ntaub ntawv tseem ceeb thiab ua tau zoo txog cov teeb meem uas lawv yuav ntsib, nrog rau cov lus qhia yuav ua li cas zam lawv. Cov neeg siv xov xwm paub yuav txaus siab rau kev txhawb nqa IT thiab tus lej ntawm kev thov tuaj yuav raug txo.
- Kev tshawb nrhiav ntse. Thaum cov neeg siv kawg tshawb nrhiav cov ntaub ntawv lossis cov kev pabcuam, lub ntsiab lus-paub txog kev paub txog kev tswj hwm tuaj yeem muab cov lus pom zoo, cov khoom, thiab cov txuas. Cov neeg siv kawg yuav hla qee qhov txiaj ntsig zoo rau lwm tus. Cov clicks thiab cov kev pom no suav nrog hauv "qhov hnyav" cov txheej txheem thaum rov ntsuas cov ntsiab lus nyob rau lub sijhawm, yog li kev tshawb nrhiav kev hloov pauv hloov pauv. Raws li cov neeg siv kawg muab cov lus tawm tswv yim hauv daim ntawv nyiam / tsis nyiam kev xaiv tsa, nws kuj cuam tshuam rau qeb ntawm cov ntsiab lus uas lawv thiab lwm tus neeg siv tuaj yeem nrhiav tau. Hais txog cov txiaj ntsig, cov neeg siv kawg tuaj yeem nrhiav cov lus teb sai thiab muaj kev ntseeg siab dua, thiab pab cov neeg sawv cev ntawm lub rooj muaj peev xwm tuav tau ntau daim pib thiab ua tiav ntau qhov kev pom zoo (SLAs).
- Kev txheeb xyuas ntawm cov ncauj lus nrov. Ntawm no, kev muaj peev xwm txheeb xyuas txheeb xyuas cov qauv thoob plaws cov ntaub ntawv tsim thiab tsis muaj qauv. Cov ntaub ntawv hais txog cov ncauj lus nrov yog graphically tso tawm nyob rau hauv daim ntawv qhia tshav kub, qhov twg qhov luaj li cas ntawm cov ntu sib haum mus rau qhov zaus ntawm qee cov ncauj lus lossis pab pawg ntawm cov ntsiab lus hauv kev thov los ntawm cov neeg siv. Cov xwm txheej rov ua dua yuav raug kuaj pom tam sim ntawd, pab pawg thiab daws ua ke. Trending Topic Analytics tseem tshawb pom cov xwm txheej nrog rau cov hauv paus ntsiab lus thiab txo lub sijhawm los txheeb xyuas thiab daws cov teeb meem hauv paus. Cov thev naus laus zis kuj tseem tuaj yeem tsim cov ntaub ntawv paub txog raws li kev sib cuam tshuam zoo sib xws lossis cov teeb meem zoo sib xws. Nrhiav cov ncauj lus hauv txhua cov ntaub ntawv nce IT department ua haujlwm, tiv thaiv kev rov tshwm sim ntawm qhov xwm txheej thiab yog li ua rau cov neeg siv kawg txaus siab thaum txo cov nqi IT.
- Cov ntawv thov ntse. Cov neeg siv kawg cia siab tias kev xa daim pib yog qhov yooj yim li kev sau Tweet - cov lus luv luv, lus zoo piav qhia txog qhov teeb meem lossis kev thov uas tuaj yeem xa los ntawm email. Los yog tsuas yog xa ib daim duab ntawm qhov teeb meem thiab xa los ntawm koj lub xov tooj ntawm tes. Kev sau npe daim pib ntse nrawm nrawm rau cov txheej txheem tsim daim pib los ntawm kev cia li populating tag nrho cov teb raws li qhov kawg tus neeg siv tau sau lossis luam theej duab ntawm cov duab ua tiav siv kho qhov muag cim cim (OCR) software. Siv ib txheej ntawm cov ntaub ntawv soj ntsuam, thev naus laus zis cia li categorizes thiab xa daim pib mus rau cov neeg sawv cev pab pawg tsim nyog. Cov neeg sawv cev tuaj yeem xa daim pib mus rau cov pab pawg sib txawv thiab tuaj yeem sau cov ntaub ntawv sau cia yog tias cov qauv kev kawm tshuab tsis zoo rau ib rooj plaub. Lub kaw lus kawm los ntawm cov qauv tshiab, uas tso cai rau nws kom zoo dua nrog cov teeb meem uas tshwm sim yav tom ntej. Tag nrho qhov no txhais tau tias cov neeg siv kawg tuaj yeem qhib daim pib sai thiab yooj yim, ua rau muaj kev txaus siab ntxiv thaum siv cov cuab yeej ua haujlwm. Qhov kev muaj peev xwm no tseem txo qis kev ua haujlwm ntawm phau ntawv thiab kev ua yuam kev thiab pab txo cov sijhawm tso cai thiab cov nqi.
- Ntse email. Cov cuab yeej no zoo ib yam li kev txiav txim ntse. Tus neeg siv kawg tuaj yeem xa email mus rau pab pawg txhawb nqa thiab piav qhia txog qhov teeb meem ua lus ntuj. Cov cuab yeej pab lub rooj tsim ib daim pib raws li cov ntsiab lus ntawm email thiab tuaj yeem teb rau cov neeg siv kawg nrog kev sib txuas rau cov lus pom zoo. Cov neeg siv kawg txaus siab vim tias qhib daim pib thiab kev thov yog qhov yooj yim thiab yooj yim, thiab cov neeg ua haujlwm IT muaj tsawg dua phau ntawv ua haujlwm.
- Kev tswj hwm kev hloov pauv ntse. Kev kawm tshuab kuj txhawb nqa kev txheeb xyuas thiab kev hloov pauv. Muab cov kev hloov pauv ntau zaus uas cov lag luam xav tau niaj hnub no, cov tshuab ntse tuaj yeem muab cov neeg ua haujlwm hloov pauv lossis cov thawj coj nrog cov lus qhia txhawm rau txhim kho ib puag ncig thiab ua kom muaj kev vam meej ntawm kev hloov pauv yav tom ntej. Cov neeg sawv cev tuaj yeem piav qhia txog cov kev hloov pauv uas yuav tsum tau ua hauv hom lus, thiab kev muaj peev xwm analytics yuav tshawb xyuas cov ntsiab lus rau cov khoom cuam tshuam. Txhua qhov kev hloov pauv tau tswj hwm, thiab cov ntsuas tsis siv neeg qhia tus neeg saib xyuas kev hloov pauv yog tias muaj teeb meem nrog kev hloov pauv, xws li kev pheej hmoo, teem caij rau lub qhov rais uas tsis tau npaj tseg, lossis "tsis pom zoo". Cov txiaj ntsig tseem ceeb ntawm kev tswj hwm kev hloov pauv yog lub sijhawm sai dua kom muaj nuj nqis nrog tsawg dua kev teeb tsa, kev hloov kho thiab thaum kawg siv nyiaj tsawg dua.
Thaum kawg, kev kawm tshuab thiab kev txheeb xyuas tau hloov pauv ITSM cov tshuab nrog cov kev xav tau ntse thiab cov lus pom zoo txog cov teeb meem ntawm daim pib thiab cov txheej txheem hloov pauv uas pab cov neeg sawv cev thiab IT pab pawg piav qhia, kuaj mob, kwv yees thiab sau ntawv tau tshwm sim, dab tsi tshwm sim thiab yuav tshwm sim. Cov neeg siv kawg tau txais kev paub zoo, tus kheej thiab kev nkag siab zoo thiab cov kev daws teeb meem ceev. Nyob rau hauv cov ntaub ntawv no, ntau yog ua tiav, i.e. tsis muaj kev cuam tshuam tib neeg. Thiab raws li thev naus laus zis kawm dhau sijhawm, cov txheej txheem tsuas yog tau zoo dua. Nws yog ib qho tseem ceeb kom nco ntsoov tias tag nrho cov ntse nta tau piav qhia hauv kab lus no muaj nyob rau hnub no.
Tau qhov twg los: www.hab.com