Njira zisanu zazikulu za ITSM za chaka chino

Tikulankhula za mayendedwe omwe ITSM ikukula mu 2019.

/Chotsani / Alessio Ferretti

Ma Chatbots

Zochita zokha zimapulumutsa nthawi, ndalama ndi anthu. Chimodzi mwazinthu zomwe zimalonjeza kwambiri za automation ndi chithandizo chaukadaulo.

Makampani akuyambitsa ma chatbots omwe amatenga gawo la ntchito za akatswiri othandizira ndikupereka mayankho ku mafunso omwe amapezeka kwambiri. Machitidwe apamwamba amatha kusanthula khalidwe la makasitomala omwe nthawi zambiri amalumikizana ndi mautumiki othandizira ndikusintha mayankho okonzeka.

Makampani osiyanasiyana akupanga zinthu zofanana. Mwachitsanzo, ServiceNow. Chimodzi mwazothetsera ndi ServiceNow Virtual Agent - amagwiritsa ntchito luso la IBM Watson supercomputer kuti azindikire mawu. Wothandizira amangopanga matikiti potengera zomwe ogwiritsa ntchito apempha, amayang'ana ma status awo ndikugwira ntchito ndi CMDB - nkhokwe ya zida za IT. ServiceNow chatbot zakhazikitsidwa ku yunivesite ya Alberta - mu masabata awiri dongosolo linaphunzira kukonza 30% ya zopempha zomwe zikubwera (mapulani owonjezera voliyumu mpaka 80%).

Gartner nenanikuti chaka chamawa, gawo limodzi mwa magawo anayi a mabungwe apadziko lonse lapansi adzagwiritsa ntchito othandizira ngati njira yawo yoyamba yothandizira zaukadaulo. Nambalayi iphatikizanso mabungwe aboma omwe amapindula ndi ma chatbots idzapulumutsa $40 biliyoni pachaka (PDF, tsamba 3). Koma nkhaniyi siikhala pa izi - mawonekedwe onse adzasintha Zida zothandizira.

Zochita zokha zachitukuko

Njira za Agile sizatsopano, ndipo makampani ambiri amazigwiritsa ntchito bwino. Komabe, popanda kukonzanso kwakukulu kwa kayendetsedwe ka ntchito, misonkhano, ma sprints, ndi zigawo zina zachangu zimatha. zopanda ntchito: Zimakhala zovuta kwambiri kwa ogwira ntchito kuti ayang'ane momwe chitukuko chikuyendera, zomwe zimakokera pansi kugwira ntchito kwa ndondomeko yonse.

Apa ndipamene machitidwe oyang'anira chitukuko cha mapulogalamu amabwera kudzapulumutsa - chikhalidwe china chaka chino. Amakulolani kuti muwongolere moyo wonse wa pulogalamu: kuchokera pa prototype mpaka kumasulidwa, kuchokera pakuthandizira mpaka kutulutsidwa kwa mapulogalamu atsopano.

Timapereka ntchito zoyendetsera chitukuko ku IT Guild. Ndi za dongosolo Mtengo wa SDLC (mapulogalamu opititsa patsogolo moyo). Ichi ndi chida cha mapulogalamu chomwe chimaphatikiza njira zingapo zotukula (mwachitsanzo, mathithi ndi scrum) ndikukuthandizani kuti muzolowere kugwira nawo ntchito.

Chitetezo cha chidziwitso pakuwonekera

Chinthu chaumunthu ndicho chifukwa chachikulu cha kukhalapo kwa zofooka mu machitidwe a IT. Chitsanzo chingakhale zinthu ndi seva ya NASA ya Jira, pomwe woyang'anira adasiya zambiri za ogwira ntchito ku bungweli ndi ma projekiti omwe akupezeka poyera. Chitsanzo china ndi 2017 Equifax kuthyolako, amene chinachitika chifukwa chakuti bungwe silinakhazikitse chigamba chotseka chiwopsezocho munthawi yake.

/flickr/ Wendelin Jacober /PD

SOAR (ntchito zachitetezo, analytics ndi malipoti) zitha kuchepetsa chikoka chamunthu. Amasanthula ziwopsezo zachitetezo ndikupanga malipoti okhala ndi ma graph ndi zithunzi. Ntchito yawo yayikulu ndikuthandiza akatswiri amakampani kupanga zisankho zoyenera komanso zapanthawi yake.

SOAR machitidwe Thandizeni kuchepetsa theka la nthawi yofunikira kuti muzindikire ndi kuyankha pa zofooka. Chifukwa chake ServiceNow Security Operations, zomwe tidalembamo imodzi mwazolemba zathu zamabulogu, ndi mankhwala a kalasi imeneyi. Imapeza paokha magawo omwe ali pachiwopsezo cha zomangamanga za IT ndikuwunika momwe amagwirira ntchito pamabizinesi kutengera kuchuluka kwa chiwopsezo.

ITSM imapita kumitambo

M'zaka zikubwerazi, msika wa ntchito zamtambo udzakhala gawo la IT lomwe likukula kwambiri. Wolemba zoperekedwa Gartner, mu 2019 kukula kwake kudzakhala 17,5%. Izi zimatsatiridwa ndi cloud solutions for IT infrastructure management.

Timapereka dongosolo la ITSM lamtambo ku IT Guild. Kusiyanitsa kwake kwakukulu ndi machitidwe amderalo ndikuti makampani amatha kulipira zomwe amagwiritsa ntchito (ITO, Mtengo wa ITFM, ITAM ndi etc.). Mayankho amtambo amabwera ndi ma tempulo okonzedweratu ndi zida zokonzedweratu. Ndi chithandizo chawo, mabungwe amatha kukhazikitsa mwamsanga malo ogwira ntchito, kudutsa zovuta zambiri zomwe zingatheke, ndikusamutsa zipangizo zawo za IT kumtambo, kudalira njira zabwino zamakampani.

Cloud ITSM, mwachitsanzo, zoyendetsedwa ndi kampaniyo SPLAT. Dongosololi limathandizira kuyang'anira katundu wa IT ndikuwunika momwe amagwirira ntchito. Komanso mumtambo, zopempha zochokera kwa ogwiritsa ntchito zimavomerezedwa ndikukonzedwa - dongosolo logwirizana lojambulira zopempha lawonjezera kuchuluka kwa kuwongolera pakukhazikitsidwa kwawo.

/flickr/ Kristof Magyar / CC BY

Kusintha kwa ITIL 4 kukuchitika

Mosiyana ndi matembenuzidwe akale, ITIL 4 imayang'ana pa mfundo zazikuluzikulu ndi malingaliro oyendetsera ntchito. Makamaka, laibulaleyi idaphatikizidwa ndi njira zosinthira mapulogalamu - Agile, Lean ndi DevOps. Limapereka chidziwitso cha momwe njirazi ziyenera kugwirira ntchito limodzi.

Chaka chino, makampani omwe amagwiritsa ntchito laibulale kuyang'anira IT akhala akusankha momwe zatsopano zidzakhudzira bizinesi yawo. Zolemba za ITIL ziyenera kuthandizira pa izi, zomwe opanga adayesa kuti amvetsetse. M'tsogolomu, mtundu wachinayi udzathandiza kusintha ITIL kuzinthu zatsopano: zodzikongoletsera, machitidwe a DevOps, machitidwe amtambo.

Zomwe timalemba mu blog yamakampani:

• Kasamalidwe ka Makasitomala: Momwe Mungasamalire Kasamalidwe ka Makasitomala
• Kuchokera ku Excel kupita ku Blockchain - Kulipira Mwamakonda mu ServiceNow
• ITAM: kasamalidwe ka katundu ndi chiyani
• IT Project Management - Mavuto Asanu ndi Momwe Mungawagonjetsere

Source: www.habr.com