2018 yakaona isu takasimba - IT Service Management (ITSM) uye IT Services vachiri mubhizinesi, zvisinei nekutaura kuri kuramba kuchiitika nezvekuti vachapona kusvika riini shanduko yedhijitari. Chokwadi, kudiwa kwemasevhisi ekutsigira tekinoroji kuri kukura - muTechnical Support Report uye Salary Report (Help Desk Institute) Chirevo che2017 chinoratidza kuti 55% yemadhesiki ekubatsira yakataura kuwedzera kwehuwandu hwetikiti mugore rapfuura.
Kune rimwe divi, makambani mazhinji akacherekedza kuderera kwehuwandu hwekufona kune rutsigiro rwehunyanzvi gore rapfuura (15%) zvichienzaniswa ne2016 (10%). Chinhu chakakosha chakakonzera kudzikiswa kwenhamba yezvikumbiro yaive yakazvimirira tekinoroji rutsigiro. Nekudaro, HDI inoshumawo kuti mari yekunyorera yakakwira kusvika pamadhora makumi maviri nemashanu gore rapfuura, kubva pamadhora gumi nemasere muna 25. Izvi hazvisi izvo madhipatimendi mazhinji eIT anovavarira. Neraki, otomatiki inopihwa simba neanalytics uye muchina kudzidza inogona kuvandudza mashandiro edhesiki rekubatsira uye kugadzira nekudzikisa zvikanganiso nekuvandudza mhando nekumhanya. Dzimwe nguva izvi zvinodarika kugona kwevanhu, uye kudzidza muchina uye analytics ndiyo hwaro hwakakosha hwehungwaru, hunoshanda uye inopindura IT sevhisi dhesiki.
Ichi chinyorwa chinotarisisa kuti kudzidza kwemichina kunogona sei kugadzirisa akawanda edhesiki rekubatsira uye zvinetso zveITSM zvine hukama nehuwandu hwetikiti uye mutengo, uye maitiro ekugadzira rinokurumidza, rinowedzera otomatiki dhesiki rekubatsira iro vashandi vebhizinesi vanofarira kushandisa.
Inoshanda ITSM kuburikidza nemuchina kudzidza uye analytics
Tsanangudzo yangu yandinofarira yekudzidza muchina inobva kukambani :
“Kudzidza muchina kunodzidzisa makombiyuta kuita zvinongouya zvoga kuvanhu nemhuka—dzidza kubva pane zvakaitika. Michina yekudzidza algorithms inoshandisa nzira dzemakomputa kudzidza ruzivo zvakananga kubva kune data, pasina kuvimba neyakafanotsanangurwa equation semuenzaniso. Algorithms inovandudza mashandiro avo sezvo huwandu hwemasampuli huripo hwekudzidza hunowedzera. "
Iwo anotevera masimba anowanikwa kune mamwe ITSM maturusi akavakirwa pamushini kudzidza uye hombe data analytics:
- Tsigiro kuburikidza ne bot. Vamiririri veVirtual uye chatbots vanogona kuratidza otomatiki nhau, zvinyorwa, masevhisi, uye zvinopihwa zverutsigiro kubva kumabhuku edata uye zvikumbiro zveveruzhinji. Iyi 24/7 tsigiro muchimiro chekupedzisira-mushandisi kudzidzisa zvirongwa zvinobatsira kugadzirisa nyaya nekukurumidza. Mabhenefiti akakosha ebhot ndeye yakagadziridzwa mushandisi interface uye mashoma anouya mafoni.
- Smart nhau uye zviziviso. Zvishandiso izvi zvinobvumira vashandisi kuti vaziviswe zvine hungwaru nezvematambudziko anogona kuitika. Pamusoro pezvo, inyanzvi dzeIT dzinogona kukurudzira ma workaround ekugadzirisa nyaya kuburikidza neruzivo rwemunhu rwunopa vashandisi vekupedzisira ruzivo rwakakodzera uye rwunoita nezvenyaya dzavangasangana nadzo, pamwe nemazano ekuti vadzivise sei. Vashandisi vane ruzivo vanozofarira proactive IT rutsigiro uye huwandu hwemafoni anouya huchaderedzwa.
- Smart search. Kana vashandisi vekupedzisira vachitsvaga ruzivo kana masevhisi, mamiriro-anoziva ruzivo manejimendi system inogona kupa kurudziro, zvinyorwa, uye zvinongedzo. Vashandisi vekupedzisira vanowanzo svetuka mimwe mibairo vachifarira vamwe. Aya mabhatani uye maonero anosanganisirwa mu "huremu" maitiro paunenge uchiisazve zvinyorwa nekufamba kwenguva, saka ruzivo rwekutsvaga rwunogadziriswa zvine simba. Sezvo vashandisi vekupedzisira vachipa mhinduro nenzira yekuda/kusafarira kuvhota, zvinokanganisawo marongerwo ezvinyorwa zvavanogona kuwana nevamwe vashandisi. Panyaya yemabhenefiti, vashandisi vekupedzisira vanogona kuwana mhinduro nekukasira uye kunzwa kuzvivimba zvakanyanya, uye vamiririri vekubatsira vanokwanisa kubata mamwe matikiti uye kuwana mamwe masevhisi nhanho zvibvumirano (SLAs).
- Analytics yenyaya dzine mukurumbira. Pano, kugona kweanalytics kunoona mapatani pane akarongwa uye asina kurongeka data masosi. Ruzivo pamusoro pemisoro yakakurumbira inoratidzwa muchimiro chemepu yekupisa, uko ukuru hwezvikamu zvinoenderana nehuwandu hwemamwe misoro kana mapoka emazwi akakosha ari kudiwa nevashandisi. Zviitiko zvinodzokororwa zvichaonekwa ipapo ipapo, zvakabatanidzwa uye zvinogadziriswa pamwechete. Trending Topic Analytics inoonawo masumbu ezviitiko ane zvakajairika midzi uye inoderedza zvakanyanya nguva yekuziva nekugadzirisa dambudziko remidzi. Iyo tekinoroji inogona zvakare kugadzira otomatiki zvinyorwa zveruzivo zvinoenderana nekudyidzana kwakafanana kana nyaya dzakafanana. Kutsvaga mafambiro mune chero data kunowedzera IT dhipatimendi basa, kunodzivirira kudzokorora kwezviitiko uye nekudaro kunowedzera kugutsikana kwekupedzisira-mushandisi uchidzikisa mutengo weIT.
- Smart applications. Vashandisi vekupedzisira vanotarisira kuti kuendesa tikiti kuri nyore sekunyora Tweet-ipfupi, yemutauro wechisikigo meseji inotsanangura nyaya kana chikumbiro chinogona kutumirwa neemail. Kana kungobatanidza mufananidzo wedambudziko uye wotumira kubva kune yako nharembozha. Kunyoreswa kwetikiti reSmart kunomhanyisa maitiro ekugadzira matikiti nekungozadza nzvimbo dzese zvichienderana nezvakanyorwa nemushandisi wekupedzisira kana scan yemufananidzo yakagadziriswa uchishandisa optical character recognition (OCR) software. Ichishandisa seti yedata rekucherechedza, tekinoroji inoisa yega uye nzira matikiti kune akakodzera ekubatsira dhesiki vamiririri. Maagents anogona kutumira matikiti kuzvikwata zvakasiyana zvekutsigira uye anogona kunyora otomatiki minda ine vanhu vakawanda kana modhi yekudzidza yemuchina isina kukwana kune imwe nyaya. Iyo sisitimu inodzidza kubva pamaitiro matsva, ayo anobvumira kuti iite zviri nani nezvinetso zvinomuka mune ramangwana. Zvese izvi zvinoreva kuti vashandisi vekupedzisira vanogona kuvhura matikiti nekukurumidza uye nyore, zvichikonzera kuwedzera kugutsikana pakushandisa maturusi ebasa. Kugona uku kunoderedzawo basa remaoko uye kukanganisa uye kunobatsira kuderedza nguva yekubvumidza uye mari.
- Smart email. Ichi chishandiso chakafanana nemirairo yakangwara. Mushandisi wekupedzisira anogona kutumira email kune timu yekutsigira uye kutsanangura dambudziko mumutauro wechisikigo. Iyo yekubatsira dhesiki chishandiso inogadzira tikiti yakavakirwa pane e-mail zvemukati uye inopindura otomatiki kumushandisi wekupedzisira nezvinongedzo kune zvinokurudzirwa mhinduro. Vashandisi vekupedzisira vanogutsikana nekuti kuvhura matikiti uye zvikumbiro zviri nyore uye zviri nyore, uye vamiririri veIT vane basa remaoko rekuita.
- Smart shanduko manejimendi. Kudzidza kwemichina kunotsigirawo analytics yepamusoro uye shanduko manejimendi. Tichifunga nezvehuwandu hwekuchinja hunodiwa nemabhizinesi nhasi, masisitimu akangwara anogona kupa vamiririri vekuchinja kana mamaneja mazano ane chinangwa chekugadzirisa nharaunda uye kuwedzera huwandu hwebudiriro yekuchinja mune ramangwana. MaAgents anogona kutsanangura shanduko dzinodiwa mumutauro wechisikigo, uye analytics masimba anozotarisa zvirimo zvezvakakanganisika zvigadziriso zvinhu. Shanduko dzese dzinodzorwa, uye otomatiki zviratidzo zvinoudza mutungamiriri wekuchinja kana paine matambudziko nekushanduka, senge njodzi, kuronga muhwindo risina kurongwa, kana "isina kubvumidzwa" mamiriro. Iyo yakakosha bhenefiti yehungwaru shanduko manejimendi inokurumidza nguva yekukoshesa ine mashoma masisitimu, magadzirirwo uye pakupedzisira mari shoma inoshandiswa.
Pakupedzisira, kudzidza kwemuchina uye analytics kuri kushandura ITSM masisitimu ane hungwaru fungidziro uye kurudziro nezvenyaya dzetikiti uye maitiro ekuchinja anobatsira vamiririri neTI zvikwata zvinotsigira kutsanangura, kuongorora, kufanotaura uye kunyora zvakaitika, chii chiri kuitika uye chii chichaitika. Vashandisi vekupedzisira vanogashira proactive, yakasarudzika uye ine simba ruzivo uye nekukurumidza mhinduro. Muchiitiko ichi, zvakawanda zvinoitwa pakarepo, i.e. pasina kupindira kwevanhu. Uye sezvo tekinoroji inodzidza nekufamba kwenguva, maitiro anongoita nani. Izvo zvakakosha kuti uzive kuti ese ehungwaru maficha anotsanangurwa muchinyorwa chino anowanikwa nhasi.
Source: www.habr.com