{"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\/hr\/blog\/administrirovanie\/upravlenie-it-uslugami-itsm-stalo-eshhe-effektivnee-blagodarya-sredstvam-mashinnogo-obucheniya","title":{"rendered":"Upravljanje IT uslugama (ITSM) postalo je jo\u0161 efikasnije zahvaljuju\u0107i alatima ma\u0161inskog u\u010denja.","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>U 2018. godini \u010dvrsto smo u\u010dvrstili svoje pozicije \u2013 IT uslu\u017ene upravlja\u010dke slu\u017ebe (ITSM) i IT usluge i dalje nastavljaju s radom, unato\u010d neprekidnim pri\u010dama o tome koliko dugo \u0107e se odr\u017eati u eri digitalne revolucije. Doista, potra\u017enja za uslugama tehni\u010dke podr\u0161ke raste \u2013 u Izvje\u0161taju o tehni\u010dkoj podr\u0161ci i Izvje\u0161taju o pla\u0107ama <noindex><a rel=\"nofollow\" href=\"http:\/\/www.microfocus.com\/en-us\/products\/service-management-automation-suite\/overview\">HDI<\/a><\/noindex> (Help Desk Institute) za 2017. godinu navodi da je 55% tehni\u010dkih podr\u0161ka zabilje\u017eilo pove\u0107anje obima zahtjeva u pro\u0161loj godini. <\/p>\n<p><img decoding=\"async\" alt=\"Upravljanje IT uslugama (ITSM) postalo je jo\u0161 efikasnije zahvaljuju\u0107i alatima ma\u0161inskog u\u010denja.\" src=\"\/wp-content\/uploads\/2019\/03\/4be34ddeeca161979779830b4e7aeb23.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nS druge strane, mnoge tvrtke su primijetile smanjenje obima upita prema tehni\u010dkoj podr\u0161ci pro\u0161le godine (15%) u usporedbi s 2016. godinom (10%). Klju\u010dni faktor koji je doprinio smanjenju broja zahtjeva bila je samostalna tehni\u010dka podr\u0161ka. Ipak, HDI tako\u0111er izvje\u0161tava da je pro\u0161le godine tro\u0161ak po zahtjevu porastao na 25 dolara u usporedbi s 18 dolara u 2016. godini. To nije ono \u010demu ve\u0107ina IT slu\u017ebi te\u017ei. Sre\u0107om, automatizacija temeljena na analitici i strojnome u\u010denju mo\u017ee pobolj\u0161ati procese i u\u010dinkovitost slu\u017ebe podr\u0161ke smanjenjem broja pogre\u0161aka i pove\u0107anjem kvalitete i brzine. Ponekad to nadilazi ljudske mogu\u0107nosti, dok su strojno u\u010denje i analitika klju\u010dna osnova za inteligentnu, pristupa\u010dnu i operativnu IT podr\u0161ku.<br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nU ovom \u010dlanku se detaljnije istra\u017euje kako mo\u017ee strojno u\u010denje rije\u0161iti mnoge probleme slu\u017ebe podr\u0161ke i ITSM-a vezane uz obime i tro\u0161kove zahtjeva, kao i kako stvoriti br\u017eu i automatiziranu slu\u017ebu podr\u0161ke koju \u0107e rado koristiti zaposlenici poduze\u0107a.<\/p>\n<h3>U\u010dinkovito ITSM putem strojnog u\u010denja i analitike<\/h3>\n<p>\nMoja omiljena definicija strojnog u\u010denja dolazi od kompanije <noindex><a rel=\"nofollow\" href=\"http:\/\/www.mathworks.com\/\">MathWorks<\/a><\/noindex>:<\/p>\n<p>\"Strojno u\u010denje podu\u010dava ra\u010dunala kako raditi ono \u0161to je prirodno za ljude i \u017eivotinje \u2013 u\u010diti iz vlastitog iskustva. Algoritmi strojnog u\u010denja koriste ra\u010dunalske metode za u\u010denje informacija iz podataka, ne oslanjaju\u0107i se na prethodno definiranu jednad\u017ebu kao model. Algoritmi adaptivno pobolj\u0161avaju svoju u\u010dinkovitost kako se pove\u0107ava broj uzoraka koji su dostupni za u\u010denje.\"<br \/>\nSljede\u0107e mogu\u0107nosti dostupne su za neke ITSM alate temeljene na tehnologijama strojnog u\u010denja i analitici velikih podataka:<\/p>\n<ul>\n<li><b>Podr\u0161ka putem bota.<\/b> Virtuelni agenti i chat-botovi mogu automatski nuditi novosti, \u010dlanke, usluge i ponude podr\u0161ke iz kataloga podataka i javnih zahtjeva. Ova podr\u0161ka u re\u017eimu 24\/7 u obliku predlo\u017eenih obrazovnih programa za krajnje korisnike poma\u017ee u rje\u0161avanju problema znatno br\u017ee. Klju\u010dne prednosti bota su pobolj\u0161ano korisni\u010dko su\u010delje i manji broj dolaznih zahtjeva.<\/li>\n<li><b>Pametne vijesti i obavijesti.<\/b> Ovi alati omogu\u0107avaju pravovremeno obavje\u0161tavanje korisnika o potencijalnim problemima. Osim toga, IT stru\u010dnjaci mogu preporu\u010diti zaobilazna rje\u0161enja uz pomo\u0107 personaliziranih obavijesti koje krajnjim korisnicima pru\u017eaju relevantne i korisne informacije o problemima s kojima se mogu susresti, kao i savjete kako ih izbje\u0107i. Informirani korisnici visoko cijene aktivnu IT podr\u0161ku, a broj dolaznih zahtjeva se smanjuje.<\/li>\n<li><b>Pametno pretra\u017eivanje.<\/b> Kada krajnji korisnici tra\u017ee informacije ili usluge, kontekstualno zavisni sustav upravljanja znanjem mo\u017ee pru\u017eati preporuke, \u010dlanke i poveznice. Krajnji korisnici obi\u010dno presko\u010de dio rezultata, preferiraju\u0107i druge. Ove klikove i broj pregleda uklju\u010duju se u kriterije \"ponderiranja\" prilikom ponovnog indeksiranja sadr\u017eaja tokom vremena, tako da se mogu\u0107nosti pretra\u017eivanja dinami\u010dki pode\u0161avaju. Kako krajnji korisnici daju povratne informacije u obliku glasanja \"lajk\/nisam za\", to tako\u0111er utje\u010de na rangiranje sadr\u017eaja koji oni i drugi korisnici mogu prona\u0107i. Sa stanovi\u0161ta prednosti, krajnji korisnici mogu brzo nalaziti odgovore i osje\u0107ati se prili\u010dno sigurno, dok agenti slu\u017ebe podr\u0161ke imaju mogu\u0107nost obraditi vi\u0161e zahtjeva i posti\u0107i ve\u0107i broj SLA ugovora o kvaliteti pru\u017eenih usluga.<\/li>\n<li><b>Analitika popularnih tema. <\/b>Ovdje analiti\u010dke mogu\u0107nosti otkrivaju obrasce iz strukturiranih i nestrukturiranih izvora podataka. Informacije o popularnim temama prikazane su grafi\u010dki u obliku toplinske karte, gdje veli\u010dina segmenata odgovara u\u010destalosti odre\u0111enih tema ili grupa klju\u010dnih rije\u010di koje korisnici tra\u017ee. Ponavljaju\u0107i incidenti bit \u0107e odmah otkriveni, grupirani i rije\u0161eni zajedno. Analitika popularnih tema tako\u0111er otkriva incidentne klastere s zajedni\u010dkim uzrokom te zna\u010dajno smanjuje vrijeme potrebno za identificiranje i rje\u0161avanje osnovnog problema. Tako\u0111er, tehnologija mo\u017ee automatski kreirati \u010dlanke u bazi znanja na temelju sli\u010dnih interakcija ili sli\u010dnih problema. Pretra\u017eivanje trendova u bilo kojim podacima pove\u0107ava aktivnost IT odjela, sprje\u010dava ponavljanje incidenata i, stoga, pove\u0107ava zadovoljstvo krajnjih korisnika uz istovremeno smanjenje IT tro\u0161kova.<\/li>\n<li><b>Pametne prijave.<\/b> Krajnji korisnici o\u010dekuju da je slanje zahtjeva jednako jednostavno kao pisanje tvita, tj. kratke poruke na prirodnom jeziku koja opisuje problem ili zahtjev, \u0161to se mo\u017ee poslati putem e-po\u0161te. Ili \u010dak jednostavno prilo\u017eiti fotografiju kvara i poslati je s mobilnog ure\u0111aja. Registracija pametnog zahtjeva ubrzava proces kreiranja \u017ealbi automatski popunjavaju\u0107i sva polja na osnovu onoga \u0161to je napisao krajnji korisnik ili skena slike obra\u0111ene programom za opti\u010dko prepoznavanje znakova (OCR). Koriste\u0107i skup podataka promatranja, tehnologija automatski klasificira i usmjerava zahtjeve odgovaraju\u0107im agentima slu\u017ebe za korisnike. Agenti mogu proslijediti zahtjeve razli\u010ditim timovima podr\u0161ke i mogu ponovo ispuniti automatski popunjena polja ako model strojnog u\u010denja nije bio optimalan za dani slu\u010daj. Sustav u\u010di iz novih obrazaca, \u0161to omogu\u0107ava bolje suo\u010davanje s pojavom problema u budu\u0107nosti. Sve to zna\u010di da krajnji korisnici mogu lako i brzo otvarati zahtjeve, \u0161to dovodi do pove\u0107anja zadovoljstva prilikom kori\u0161tenja radnih alata. Ova mogu\u0107nost tako\u0111er smanjuje obim fizi\u010dkog rada i gre\u0161ke te poma\u017ee u smanjenju vremena i tro\u0161kova rje\u0161avanja.<\/li>\n<li><b>Pametna e-po\u0161ta.<\/b> Ovaj alat podsje\u0107a na pametne zahtjeve. Krajnji korisnik mo\u017ee poslati e-mail u slu\u017ebu za korisnike i opisati problem na prirodnom jeziku. Alat slu\u017ebe za korisnike kreira zahtjev na temelju sadr\u017eaja e-po\u0161te, a tako\u0111er automatski odgovara krajnjem korisniku s linkovima na predlo\u017eena rje\u0161enja. Krajnji korisnici su zadovoljni jer je otvaranje zahtjeva i upita lako i prakti\u010dno, a IT agentima je smanjen fizi\u010dki rad.<\/li>\n<li><b>Pametno upravljanje promjenama.<\/b> Strojno u\u010denje tako\u0111er podr\u017eava modernu analitiku i upravljanje promjenama. S obzirom na u\u010destalost promjena koje su danas potrebne organizacijama, inteligentni sustavi mogu pru\u017eiti agentima ili menad\u017eerima za promjene prijedloge usmjerene na optimizaciju okru\u017eenja i pove\u0107anje postotka uspje\u0161nih promjena u budu\u0107nosti. Agenti mogu opisivati potrebne promjene na prirodnom jeziku, a analiti\u010dke mogu\u0107nosti \u0107e provjeravati sadr\u017eaj na prisutnost zahva\u0107enih elemenata konfiguracije. Sve promjene su regulirane, a automatski pokazatelji obavje\u0161tavaju menad\u017eera za promjene postoje li problemi s promjenom, poput rizika, planiranja u nepredvi\u0111enom vremenu ili statusa \u201enije odobreno\u201c. Klju\u010dna prednost pametnog upravljanja promjenama je br\u017ei povratak ulaganja s manjim brojem konfiguracija, postavki i, na kraju, manjim nov\u010danim tro\u0161kovima.<\/li>\n<\/ul>\n<p>\n<b><i>Na kraju, strojno u\u010denje i analitika transformiraju ITSM sustave putem inteligentnih pretpostavki i preporuka za probleme sa zahtjevima i procesom promjena, \u0161to poma\u017ee agentima i IT podr\u0161ci da opisuju, dijagnosticiraju, prognoziraju i prepisuju \u0161to se dogodilo, \u0161to se doga\u0111a i \u0161to \u0107e se dogoditi. Krajnji korisnici dobivaju proaktivne, personalizirane i dinami\u010dke analiti\u010dke procjene i brza rje\u0161enja. Pritom se mnogo toga odvija automatski, tj. bez ljudske intervencije. I kako tehnologija s vremenom u\u010di, procesi postaju sve bolji. Va\u017eno je napomenuti da su sve inteligentne funkcije opisane u ovom \u010dlanku dostupne ve\u0107 danas.<\/i><\/b><br \/>\n<br \/>Izvor: <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 5.0.4 - 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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