Tiri kutaura nezve nzira iyo ITSM iri kuvandudza muna 2019.
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Chatbots
Automation inochengetedza nguva, mari uye zviwanikwa zvevanhu. Imwe yenzvimbo dzinonyanya kuvimbisa dze otomatiki itsigiro yehunyanzvi.
Makambani ari kuunza chatbots inotora chikamu chebasa renyanzvi dzekutsigira uye inopa mhinduro kumibvunzo yakajairika. Masisitimu epamberi anokwanisa kuongorora maitiro evatengi vanowanzo sangana nerutsigiro masevhisi uye kugadzirisa akagadzirira-akagadzirwa mhinduro.
Makambani akasiyana-siyana ari kugadzira zvigadzirwa zvakafanana. Somuenzaniso, ServiceNow. Imwe yemhinduro ndeye - inoshandisa kugona kweiyo IBM Watson supercomputer yekuzivikanwa kutaura. Mumiririri anogadzira otomatiki matikiti zvichienderana nezvikumbiro zvevashandisi, anotarisa mamiriro awo uye anoshanda neCMDB - dhatabhesi yezvivakwa zveIT. ServiceNow chatbot paYunivhesiti yeAlberta - mumavhiki maviri hurongwa hwakadzidza kugadzirisa 30% yezvikumbiro zvinouya (zvirongwa zvekuwedzera vhoriyamu kusvika 80%).
Gartner kuti gore rinouya, chikamu chimwe muzvina chemasangano epasi rose achashandisa vabatsiri vechokwadi semutsara wavo wekutanga werutsigiro rwehunyanzvi. Nhamba iyi ichasanganisirawo masangano ehurumende anobatsirikana kubva kumachatbots (PDF, peji 3). Asi iyo nyaya haizogumire pane izvi - iyo spectrum yese ichashanduka .
Development otomatiki
Agile maitiro haasi matsva, uye makambani mazhinji anoashandisa zvinobudirira. Nekudaro, pasina kudzokororwa kukuru kwekufamba kwebasa, misangano, sprints, uye zvimwe zvinhu zvinokurumidza zvinoguma. : Zvinongowedzera kuomera vashandi kuti vatarise kufambira mberi kwebudiriro, izvo zvinokwevera pasi kushanda kwemaitiro ese.
Apa ndipo panouya software kuvandudza manejimendi kununura - imwe maitiro gore rino. Ivo vanokutendera iwe kudzora iyo yese kutenderera kwehupenyu hwechishandiso: kubva kune prototype kuenda kusunungura, kubva kukutsigira kusvika pakuburitswa kweshanduro itsva dzesoftware.
Isu tinopa kusimudzira manejimendi zvikumbiro kuIT Guild. Zviri pamusoro pehurongwa (software yekuvandudza hupenyu). Ichi chishandiso chesoftware chinosanganisa akati wandei nzira dzekusimudzira (semuenzaniso, mapopoma emvura uye scrum) uye inokubatsira kuti ugadzirise zviri nyore kushanda navo.
Kuchengetedzwa kweruzivo munzvimbo inotariswa
Chinhu chemunhu ndicho chikonzero chikuru chekuvapo kwekusagadzikana muIT masisitimu. Muenzaniso unogona kuva neNASA's Jira server, maneja paakasiya data nezvevashandi vesangano uye mapurojekiti aripo pachena. Mumwe muenzaniso ndeye 2017 Equifax hack, iyo nekuda kwekuti sangano harina kuisa chigamba kuti chivhare kusagadzikana nenguva.
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SOAR (kuchengetedza mashandiro, analytics uye kushuma) masisitimu anogona kuderedza pesvedzero yechinhu chemunhu. Ivo vanoongorora kutyisidzira kwekuchengetedza uye kugadzira mishumo ine magirafu ekuona uye madhayagiramu. Basa ravo guru nderekubatsira nyanzvi dzekambani kuita sarudzo dzinoshanda uye nenguva.
SOAR masisitimu hafu yenguva inodiwa kuona uye pahutera. Saka ServiceNow Security Operations, yatakanyora nezvayo mukati , chigadzirwa chekirasi iyi. Iyo yakazvimiririra inowana zvisingaite zvikamu zveiyo IT zvivakwa uye inoongorora maitiro avo pamabhizinesi maitiro zvichienderana nehuwandu hwengozi.
ITSM inoenda kumakore
Mumakore anouya, iyo cloud services market ichave inokurumidza kukura IT chikamu. By Gartner, muna 2019 kukura kwayo kuchave 17,5%. Maitiro aya anoteverwa .
Isu tinopa gore ITSM system kuIT Guild. Musiyano wayo mukuru kubva kuhurongwa hwenzvimbo ndeyekuti makambani anogona kungobhadhara maficha avanoshandisa (, , uye etc.). Cloud mhinduro dzinouya ne pre-yakagadzirirwa matemplate uye pre-yakagadzirirwa maturusi. Nerubatsiro rwavo, masangano anokwanisa kukurumidza kumisa nharaunda yekushanda, achipfuura akawanda anogona kuoma, uye kutamisa yavo IT zvivakwa kune gore, vachivimba neindasitiri maitiro akanakisa.
Cloud ITSM, semuenzaniso, SPLAT. Iyo sisitimu inobatsira kutarisa IT assets uye kuongorora maitiro avo. Zvakare mugore, zvikumbiro kubva kuvashandisi zvinogamuchirwa uye kugadziriswa - iyo yakabatana sisitimu yekurekodha zvikumbiro yakawedzera dhigirii rekutonga pamusoro pekuita kwavo.
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ITIL 4 kugadzirisa kuri kuenderera mberi
Kusiyana neshanduro dzakapfuura, ITIL 4 inotarisa pamisimboti yemisimboti uye pfungwa dzekutonga kwesevhisi. Kunyanya, raibhurari yacho yakabatanidzwa neinochinjika nzira dzekuvandudza software - Agile, Lean uye DevOps. Inopa muono wekuti nzira idzi dzinofanira kushanda pamwe chete.
Gore rino, makambani anoshandisa raibhurari kubata IT achange achifunga kuti hunyanzvi huchakanganisa sei mabhizinesi avo. Zvinyorwa zveITIL zvinofanira kubatsira neizvi, izvo vashanduri vakaedza kuita kuti zvinzwisise. Mune ramangwana, yechina vhezheni ichabatsira kugadzirisa ITIL kune mitsva maitiro: otomatiki, DevOps maitiro, cloud systems.
Zvatinonyora nezvazvo mubhizinesi blog:
Source: www.habr.com