{"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\/ro\/blog\/administrirovanie\/upravlenie-it-uslugami-itsm-stalo-eshhe-effektivnee-blagodarya-sredstvam-mashinnogo-obucheniya","title":{"rendered":"Gestionarea serviciilor IT (ITSM) a devenit \u0219i mai eficient\u0103 datorit\u0103 instrumentelor de \u00eenv\u0103\u021bare automat\u0103","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>\u00cen 2018, ne-am consolidat pozi\u021biile \u2013 serviciile de gestionare a serviciilor IT (ITSM) \u0219i serviciile de suport IT continu\u0103 s\u0103 activeze, \u00een ciuda discu\u021biilor persistente despre c\u00e2t timp vor mai rezista \u00een era revolu\u021biei digitale. De fapt, cererea pentru serviciile de suport tehnic este \u00een cre\u0219tere \u2013 \u00een Raportul de suport tehnic \u0219i Raportul despre salarii <noindex><a rel=\"nofollow\" href=\"http:\/\/www.microfocus.com\/en-us\/products\/service-management-automation-suite\/overview\">HDI<\/a><\/noindex> (Help Desk Institute) pentru anul 2017 indic\u0103 faptul c\u0103 55% din serviciile de suport tehnic au raportat o cre\u0219tere a volumului de solicit\u0103ri \u00een ultimul an. <\/p>\n<p><img decoding=\"async\" alt=\"Gestionarea serviciilor IT (ITSM) a devenit \u0219i mai eficient\u0103 datorit\u0103 instrumentelor de \u00eenv\u0103\u021bare automat\u0103\" src=\"\/wp-content\/uploads\/2019\/03\/4be34ddeeca161979779830b4e7aeb23.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nPe de alt\u0103 parte, multe companii au raportat o sc\u0103dere a volumului de solicit\u0103ri c\u0103tre suportul tehnic \u00een anul trecut (15%) comparativ cu 2016 (10%). Un factor cheie care a contribuit la diminuarea num\u0103rului de solicit\u0103ri a fost suportul tehnic autonom. Cu toate acestea, HDI raporteaz\u0103 de asemenea c\u0103 anul trecut costul pe solicitare a crescut la 25 de dolari, comparativ cu 18 dolari \u00een 2016. Aceasta nu este ceea ce \u00ee\u0219i doresc majoritatea serviciilor IT. Din fericire, automatizarea bazat\u0103 pe analiz\u0103 \u0219i \u00eenv\u0103\u021bare automat\u0103 poate \u00eembun\u0103t\u0103\u021bi procesele \u0219i performan\u021ba serviciului de suport prin reducerea num\u0103rului de erori \u0219i \u00eembun\u0103t\u0103\u021birea calit\u0103\u021bii \u0219i vitezei. Uneori, aceasta dep\u0103\u0219e\u0219te capacit\u0103\u021bile umane, iar \u00eenv\u0103\u021barea automat\u0103 \u0219i analiza reprezint\u0103 baza fundamental\u0103 pentru un serviciu de suport IT inteligent, receptiv \u0219i operativ.<br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\n\u00cen acest articol se discut\u0103 mai detaliat despre cum \u00eenv\u0103\u021barea automat\u0103 poate rezolva multe dintre problemele serviciului de suport \u0219i ITSM legate de volumele \u0219i costul solicit\u0103rilor \u0219i cum se poate crea un serviciu de suport mai rapid \u0219i automatizat, pe care angaja\u021bii organiza\u021biei s\u0103 \u00eel foloseasc\u0103 cu pl\u0103cere.<\/p>\n<h3>ITSM eficient prin \u00eenv\u0103\u021bare automat\u0103 \u0219i analiz\u0103<\/h3>\n<p>\nDefini\u021bia mea preferat\u0103 pentru \u00eenv\u0103\u021barea automat\u0103 este oferit\u0103 de compania <noindex><a rel=\"nofollow\" href=\"http:\/\/www.mathworks.com\/\">MathWorks<\/a><\/noindex>:<\/p>\n<p>\u201e\u00cenv\u0103\u021barea automat\u0103 \u00eenva\u021b\u0103 computerele s\u0103 fac\u0103 ceea ce este natural pentru oameni \u0219i animale \u2013 s\u0103 \u00eenve\u021be din propria experien\u021b\u0103. Algoritmii de \u00eenv\u0103\u021bare automat\u0103 utilizeaz\u0103 metode computa\u021bionale pentru a \u00eenv\u0103\u021ba informa\u021bii direct din date, f\u0103r\u0103 a se baza pe o ecua\u021bie prestabilit\u0103 ca model. Algoritmii \u00eembun\u0103t\u0103\u021besc adaptiv propria eficien\u021b\u0103 pe m\u0103sur\u0103 ce num\u0103rul de exemple disponibile pentru \u00eenv\u0103\u021bare cre\u0219te.\u201d<br \/>\nUrm\u0103toarele func\u021bionalit\u0103\u021bi sunt disponibile pentru unele instrumente ITSM bazate pe tehnologii de \u00eenv\u0103\u021bare automat\u0103 \u0219i analityca big data:<\/p>\n<ul>\n<li><b>Asisten\u021b\u0103 prin chatbot.<\/b> Agen\u021bii virtuali \u0219i chatbots pot oferi automat \u0219tiri, articole, servicii \u0219i oferte de suport din cataloagele de date \u0219i cererile publice. Aceast\u0103 asisten\u021b\u0103 disponibil\u0103 24\/7 sub form\u0103 de programe de instruire oferite utilizatorilor finali ajut\u0103 la rezolvarea problemelor mult mai rapid. Principalele avantaje ale chatbot-ului sunt interfa\u021ba de utilizator \u00eembun\u0103t\u0103\u021bit\u0103 \u0219i num\u0103rul redus de solicit\u0103ri primite.<\/li>\n<li><b>\u0218tiri \u0219i notific\u0103ri inteligente.<\/b> Aceste instrumente permit notificarea anticipat\u0103 a utilizatorilor despre problemele poten\u021biale. \u00cen plus, speciali\u0219tii IT pot recomanda solu\u021bii alternative pentru probleme prin notific\u0103ri personalizate, care ofer\u0103 utilizatorilor finali informa\u021bii actuale \u0219i utile despre problemele cu care s-ar putea confrunta, precum \u0219i sfaturi despre cum s\u0103 le evite. Utilizatorii informa\u021bi vor aprecia suportul proactiv din partea IT, iar num\u0103rul solicit\u0103rilor primite va sc\u0103dea.<\/li>\n<li><b>C\u0103utare inteligent\u0103.<\/b> Atunci c\u00e2nd utilizatorii finali caut\u0103 informa\u021bii sau servicii, un sistem de gestionare a cuno\u0219tin\u021belor contextuale poate oferi recomand\u0103ri, articole \u0219i linkuri. Utilizatorii finali au tendin\u021ba de a ignora o parte din rezultate, prefer\u00e2ndu-le pe altele. Aceste clicuri \u0219i num\u0103rul de vizualiz\u0103ri sunt incluse \u00een criteriile de \u201eponderare\u201d atunci c\u00e2nd con\u021binutul este reindexat \u00een timp, astfel c\u0103 capabilit\u0103\u021bile de c\u0103utare sunt ajustate dinamic. Deoarece utilizatorii finali ofer\u0103 feedback sub form\u0103 de voturi \u201elike\/dislike\u201d, acest lucru influen\u021beaz\u0103 de asemenea clasamentul con\u021binutului pe care \u00eel pot g\u0103si ei \u0219i al\u021bi utilizatori. \u00cen ceea ce prive\u0219te beneficiile, utilizatorii finali pot g\u0103si rapid r\u0103spunsuri \u0219i se pot sim\u021bi \u00eencrez\u0103tori, iar agen\u021bii de suport au posibilitatea de a gestiona mai multe cereri \u0219i de a atinge un num\u0103r mai mare de acorduri privind calitatea serviciilor furnizate (SLA).<\/li>\n<li><b>Analiza subiectelor populare. <\/b>Aici, capacit\u0103\u021bile analitice descoper\u0103 modele pentru surse de date structurate \u0219i nestructurate. Informa\u021biile despre subiectele populare sunt prezentate grafic sub form\u0103 de c\u0103ldur\u0103, unde dimensiunea segmentelelor corespunde frecven\u021bei anumitor subiecte sau grupuri de cuvinte cheie c\u0103utate de utilizatori. Incidentelor repetitive le va fi detectat\u0103 imediat prezen\u021ba, vor fi grupate \u0219i rezolvate \u00eempreun\u0103. Analiza subiectelor populare detecteaz\u0103, de asemenea, clusteri de incidente cu o cauz\u0103 comun\u0103 \u0219i reduce semnificativ timpul necesar pentru identificarea \u0219i rezolvarea problemei de baz\u0103. Tehnologia poate genera automat articole \u00een baza de cuno\u0219tin\u021be, bazate pe interac\u021biuni sau probleme similare. C\u0103utarea tendin\u021belor \u00een orice date \u00eembun\u0103t\u0103\u021be\u0219te activitatea departamentului IT, previne repetarea incidentelor \u0219i, prin urmare, cre\u0219te satisfac\u021bia utilizatorilor finali, reduc\u00e2nd \u00een acela\u0219i timp costurile IT.<\/li>\n<li><b>Aplicatii Smart.<\/b> Utilizatorii finali se a\u0219teapt\u0103 ca trimiterea unei solicit\u0103ri s\u0103 fie la fel de simpl\u0103 ca scrierea unui tweet, adic\u0103 \u2013 un mesaj scurt \u00een limbaj natural, care descrie problema sau cererea \u0219i care poate fi trimis prin e-mail. Sau chiar s\u0103 ata\u0219eze o fotografie a defectului \u0219i s\u0103 o trimit\u0103 de pe un dispozitiv mobil. \u00cenregistrarea unei cereri smart accelereaz\u0103 procesul de creare a unei solicit\u0103ri, complet\u00e2nd automat toate c\u00e2mpurile pe baza a ceea ce a scris utilizatorul final sau a unui scan al imaginii, prelucrat cu un program de recunoa\u0219tere optic\u0103 a caracterelor (OCR). Folosind un set de date observa\u021bionale, tehnologia clasific\u0103 \u0219i adreseaz\u0103 automat cererile agen\u021bilor de suport relevant. Agen\u021bii pot redirec\u021biona cererile c\u0103tre diferite grupuri de suport \u0219i pot rescrie c\u00e2mpurile completate automat, dac\u0103 modelul de \u00eenv\u0103\u021bare automat\u0103 nu s-a dovedit optim pentru acest caz. Sistemul \u00eenva\u021b\u0103 din noi tipare, ceea ce \u00eei permite s\u0103 fac\u0103 fa\u021b\u0103 mai bine problemelor care apar ulterior. Toate acestea \u00eenseamn\u0103 c\u0103 utilizatorii finali pot deschide cu u\u0219urin\u021b\u0103 \u0219i rapid cereri, ceea ce duce la un grad crescut de satisfac\u021bie \u00een utilizarea instrumentelor de lucru. Aceast\u0103 capacitate reduce, de asemenea, volumul de munc\u0103 manual\u0103 \u0219i erorile \u0219i ajut\u0103 la reducerea timpului \u0219i costurilor de solu\u021bionare.<\/li>\n<li><b>Email smart.<\/b> Acest instrument este similar cu cererile smart. Utilizatorul final poate trimite un e-mail c\u0103tre suportul tehnic \u0219i poate descrie problema \u00een limbaj natural. Instrumentul de suport tehnic creeaz\u0103 o solicitare pe baza con\u021binutului e-mailului \u0219i r\u0103spunde automat utilizatorului final cu linkuri c\u0103tre solu\u021biile propuse. Utilizatorii finali r\u0103m\u00e2n mul\u021bumi\u021bi, deoarece deschiderea cererilor \u0219i solicit\u0103rilor este simpl\u0103 \u0219i convenabil\u0103, iar agen\u021bii IT au mai pu\u021bin de munc\u0103 manual\u0103.<\/li>\n<li><b>Smart management al schimb\u0103rilor.<\/b> \u00cenv\u0103\u021barea automat\u0103 sprijin\u0103, de asemenea, analitica modern\u0103 \u0219i managementul schimb\u0103rilor. Av\u00e2nd \u00een vedere num\u0103rul frecvent de modific\u0103ri necesare pentru \u00eentreprinderi, sistemele inteligente pot oferi agen\u021bilor sau managerilor de schimbare sugestii menite s\u0103 optimizeze mediu \u0219i s\u0103 creasc\u0103 rata de succes a modific\u0103rilor \u00een viitor. Agen\u021bii pot descrie modific\u0103rile necesare \u00een limbaj natural, iar capabilit\u0103\u021bile analitice vor verifica con\u021binutul pentru elementele de configurare afectate. Toate modific\u0103rile sunt reglementate, iar indicatorii automa\u021bi notific\u0103 managerul de schimbare cu privire la problemele posibile \u00eent\u00e2mpinate \u00een schimbare, cum ar fi riscurile, programarea \u00een feronizate neplanificate sau statusul \u201eneaprobat\u201d. Principalul avantaj al managementului inteligent al schimb\u0103rilor este un timp de amortizare mai rapid, cu mai pu\u021bine configura\u021bii, ajust\u0103ri \u0219i, \u00een cele din urm\u0103, costuri financiare mai mici.<\/li>\n<\/ul>\n<p>\n<b><i>\u00cen cele din urm\u0103, \u00eenv\u0103\u021barea automat\u0103 \u0219i analitica transform\u0103 sistemele ITSM prin presupuneri \u0219i recomand\u0103ri inteligente privind problemele cu cererile \u0219i procesul de schimbare, care ajut\u0103 agen\u021bii \u0219i echipele de asisten\u021b\u0103 IT s\u0103 descrie, diagnosticheze, prevad\u0103 \u0219i s\u0103 recomande ce s-a \u00eent\u00e2mplat, ce se \u00eent\u00e2mpl\u0103 \u0219i ce va avea loc. Utilizatorii finali primesc evalu\u0103ri analitice proactive, personalizate \u0219i dinamice \u0219i solu\u021bii rapide. Totul se realizeaz\u0103, \u00een mare parte, automat, adic\u0103 f\u0103r\u0103 implicarea uman\u0103. \u0218i, deoarece tehnologia \u00eenva\u021b\u0103 \u00een timp, procesele devin din ce \u00een ce mai bune. Este important de men\u021bionat c\u0103 toate func\u021biile inteligente descrise \u00een acest articol sunt disponibile deja ast\u0103zi.<\/i><\/b><br \/>\n<br \/>Sursa: <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 5.0.2.1 - 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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