{"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\/sq\/blog\/administrirovanie\/upravlenie-it-uslugami-itsm-stalo-eshhe-effektivnee-blagodarya-sredstvam-mashinnogo-obucheniya","title":{"rendered":"Menaxhimi i Sh\u00ebrbimeve IT (ITSM) \u00ebsht\u00eb b\u00ebr\u00eb edhe m\u00eb i efektsh\u00ebm fal\u00eb mjeteve t\u00eb m\u00ebsimit automatik.","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>N\u00eb vitin 2018 ne konsoliduam pozitat tona \u2013 sh\u00ebrbimet e menaxhimit t\u00eb IT-s\u00eb (ITSM) dhe sh\u00ebrbimet e IT-s\u00eb vazhdojn\u00eb t\u00eb operojn\u00eb, pavar\u00ebsisht bisedave t\u00eb vazhdueshme p\u00ebr sa koh\u00eb do t\u00eb mbijetojn\u00eb gjat\u00eb revolucionit digjital. N\u00eb t\u00eb v\u00ebrtet\u00eb, k\u00ebrkesa p\u00ebr sh\u00ebrbimet e mb\u00ebshtetjes teknike po rritet \u2013 n\u00eb Raportin e Mb\u00ebshtetjes Teknike dhe Raportin mbi Paga <noindex><a rel=\"nofollow\" href=\"http:\/\/www.microfocus.com\/en-us\/products\/service-management-automation-suite\/overview\">HDI<\/a><\/noindex> (Help Desk Institute) p\u00ebr vitin 2017 tregon se 55% e sh\u00ebrbimeve t\u00eb mb\u00ebshtetjes teknike raportuan nj\u00eb rritje t\u00eb numrit t\u00eb k\u00ebrkesave gjat\u00eb vitit t\u00eb fundit. <\/p>\n<p><img decoding=\"async\" alt=\"Menaxhimi i Sh\u00ebrbimeve IT (ITSM) \u00ebsht\u00eb b\u00ebr\u00eb edhe m\u00eb i efektsh\u00ebm fal\u00eb mjeteve t\u00eb m\u00ebsimit automatik.\" src=\"\/wp-content\/uploads\/2019\/03\/4be34ddeeca161979779830b4e7aeb23.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nN\u00eb an\u00ebn tjet\u00ebr, shum\u00eb kompani raportuan nj\u00eb ulje t\u00eb numrit t\u00eb k\u00ebrkesave p\u00ebr mb\u00ebshtetje teknike n\u00eb vitin e kaluar (15%) krahasuar me vitin 2016 (10%). Faktor kryesor q\u00eb kontribuoi n\u00eb reduktimin e numrit t\u00eb k\u00ebrkesave ishte mb\u00ebshtetje teknike e vet\u00eb-p\u00ebrballueshme. Megjithat\u00eb, HDI gjithashtu raporton se vitin e kaluar kostoja e nj\u00eb k\u00ebrkese u rrit n\u00eb 25 dollar\u00eb t\u00eb SHBA-ve nga 18 dollar\u00eb t\u00eb SHBA-ve n\u00eb vitin 2016. Kjo nuk \u00ebsht\u00eb ajo q\u00eb shumica e sh\u00ebrbimeve IT d\u00ebshirojn\u00eb. Fatmir\u00ebsisht, automatizimi i bazuar n\u00eb analiz\u00eb dhe m\u00ebsimin e makinerive mund t\u00eb p\u00ebrmir\u00ebsoj\u00eb proceset dhe rendimentin e sh\u00ebrbimeve t\u00eb mb\u00ebshtetjes duke reduktuar numrin e gabimeve dhe duke rritur cil\u00ebsin\u00eb dhe shpejt\u00ebsin\u00eb. Ndonj\u00ebher\u00eb, kjo tejkalon mund\u00ebsit\u00eb njer\u00ebzore, dhe m\u00ebsimi i makinerive dhe analiza jan\u00eb baza kryesore p\u00ebr nj\u00eb sh\u00ebrbim mb\u00ebshtetjeje t\u00eb IT-s\u00eb inteligjent, miq\u00ebsor dhe efikas.<br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nKy artikull shqyrton m\u00eb n\u00eb detaje se si m\u00ebsimi i makinerive mund t\u00eb zgjidh\u00eb shum\u00eb probleme t\u00eb sh\u00ebrbimeve t\u00eb mb\u00ebshtetjes dhe ITSM-s\u00eb, t\u00eb lidhura me volumin dhe kostot e k\u00ebrkesave, dhe si t\u00eb krijosh nj\u00eb sh\u00ebrbim mb\u00ebshtetjeje m\u00eb t\u00eb shpejt\u00eb dhe t\u00eb automatizuar q\u00eb do t\u00eb jet\u00eb i k\u00ebndsh\u00ebm p\u00ebr t'u p\u00ebrdorur nga punonj\u00ebsit e nd\u00ebrmarrjes.<\/p>\n<h3>ITSM efikas me an\u00eb t\u00eb m\u00ebsimit t\u00eb makinerive dhe analiz\u00ebs<\/h3>\n<p>\nP\u00ebrkufizimi im i preferuar p\u00ebr m\u00ebsimin e makinerive \u00ebsht\u00eb dh\u00ebn\u00eb nga kompania <noindex><a rel=\"nofollow\" href=\"http:\/\/www.mathworks.com\/\">MathWorks<\/a><\/noindex>:<\/p>\n<p>\"M\u00ebsimi i makinerive i m\u00ebson kompjuter\u00ebt t\u00eb b\u00ebjn\u00eb at\u00eb q\u00eb \u00ebsht\u00eb natyrale p\u00ebr njer\u00ebzit dhe kafsh\u00ebt \u2013 t\u00eb m\u00ebsojn\u00eb nga p\u00ebrvoja e tyre. Algoritmet e m\u00ebsimit t\u00eb makinerive p\u00ebrdorin metoda llogarit\u00ebse p\u00ebr t\u00eb studiuar informacionin direkt nga t\u00eb dh\u00ebnat, pa u mb\u00ebshtetur n\u00eb nj\u00eb ekuacion t\u00eb paracaktuar si model. Algoritmet p\u00ebrmir\u00ebsojn\u00eb adaptivisht efektivitetin e tyre n\u00eb p\u00ebrputhje me rritjen e numrit t\u00eb mostrave t\u00eb disponueshme p\u00ebr studim.\"<br \/>\nMund\u00ebsit\u00eb e paraqitura m\u00eb posht\u00eb jan\u00eb t\u00eb arritshme p\u00ebr disa mjete ITSM t\u00eb bazuara n\u00eb teknologjit\u00eb e m\u00ebsimit t\u00eb makinerive dhe analitik\u00ebn e t\u00eb dh\u00ebnave t\u00eb m\u00ebdha:<\/p>\n<ul>\n<li><b>Mb\u00ebshtetje p\u00ebrmes botit.<\/b> Agjent\u00ebt virtual\u00eb dhe chatbot-et mund t\u00eb ofrojn\u00eb automatikisht lajme, artikuj, sh\u00ebrbime dhe oferta mb\u00ebshtetjeje nga katalog\u00ebt e t\u00eb dh\u00ebnave dhe k\u00ebrkesat publike. Kjo mb\u00ebshtetje n\u00eb modulin 24\/7 n\u00eb form\u00ebn e trajnimeve t\u00eb sugjeruara p\u00ebr p\u00ebrdoruesit fundor ndihmon n\u00eb zgjidhjen e problemeve shum\u00eb m\u00eb shpejt. Avantazhet kryesore t\u00eb botit jan\u00eb nd\u00ebrfaqja e p\u00ebrmir\u00ebsuar e p\u00ebrdoruesit dhe numri m\u00eb i ul\u00ebt i k\u00ebrkesave t\u00eb arritura.<\/li>\n<li><b>Lajme dhe njoftime t\u00eb men\u00e7ura.<\/b> K\u00ebto mjete lejojn\u00eb informimin e p\u00ebrdoruesve p\u00ebr probleme potenciale p\u00ebrpara. Gjithashtu, profesionist\u00ebt e IT-s\u00eb mund t\u00eb rekomandojn\u00eb m\u00ebnyra alternative p\u00ebr t\u00eb zgjidhur problemet p\u00ebrmes njoftimeve t\u00eb personalizuara, t\u00eb cilat ofrojn\u00eb p\u00ebrdoruesve fundor informacion t\u00eb p\u00ebrdit\u00ebsuar e t\u00eb dobish\u00ebm mbi problemet q\u00eb mund t\u00eb hasin dhe k\u00ebshilla p\u00ebr t'i evituar ato. P\u00ebrdoruesit e informuar e vler\u00ebsojn\u00eb shum\u00eb mb\u00ebshtetjen aktive t\u00eb IT-s\u00eb, dhe numri i k\u00ebrkesave q\u00eb arrijn\u00eb do t\u00eb bjer\u00eb.<\/li>\n<li><b>K\u00ebrkimi i men\u00e7ur.<\/b> Kur p\u00ebrdoruesit fundor k\u00ebrkojn\u00eb informacion ose sh\u00ebrbime, nj\u00eb sistem i menaxhimit t\u00eb njohurive q\u00eb \u00ebsht\u00eb kontekstualisht i varur mund t\u00eb ofroj\u00eb rekomandime, artikuj dhe lidhje. P\u00ebrdoruesit fundor zakonisht kalojn\u00eb p\u00ebrgjat\u00eb nj\u00eb pjese t\u00eb rezultateve, duke preferuar t\u00eb tjerat. K\u00ebto klikime dhe numri i shikimeve p\u00ebrfshihen n\u00eb kriteret e 'peshimit' gjat\u00eb rib\u00ebr\u00ebstrimit t\u00eb p\u00ebrmbajtjes me kalimin e koh\u00ebs, k\u00ebshtu q\u00eb mund\u00ebsit\u00eb e k\u00ebrkimit rregullohen dinamikisht. Nd\u00ebrsa p\u00ebrdoruesit fundor ofrojn\u00eb reagime n\u00eb form\u00ebn e votimit 'p\u00eblqej'\/'nuk p\u00eblqej', kjo gjithashtu ndikon n\u00eb renditjen e p\u00ebrmbajtjes q\u00eb ata dhe p\u00ebrdoruesit e tjer\u00eb mund t\u00eb gjejn\u00eb. Nga k\u00ebndv\u00ebshtrimi i p\u00ebrfitimeve, p\u00ebrdoruesit fundor mund t\u00eb gjejn\u00eb shpejt p\u00ebrgjigje dhe t\u00eb ndihen shum\u00eb t\u00eb sigurt, nd\u00ebrsa agjent\u00ebt e sh\u00ebrbimit t\u00eb mb\u00ebshtetjes kan\u00eb mund\u00ebsin\u00eb t\u00eb trajtojn\u00eb m\u00eb shum\u00eb k\u00ebrkesa dhe t\u00eb arrijn\u00eb nj\u00eb num\u00ebr m\u00eb t\u00eb madh marr\u00ebveshjesh p\u00ebr cil\u00ebsin\u00eb e sh\u00ebrbimeve t\u00eb ofruara (SLA).<\/li>\n<li><b>Analiza e temave m\u00eb t\u00eb njohura. <\/b>K\u00ebtu, mund\u00ebsit\u00eb analitike zbulojn\u00eb modele p\u00ebr burimet e dh\u00ebnash t\u00eb strukturuara dhe t\u00eb pa-strukturuara. Informacioni mbi temat e njohura paraqitet n\u00eb form\u00ebn e nj\u00eb harte nxeht\u00ebsie, ku madh\u00ebsia e segmentevecorrespondon me frekuenc\u00ebn e temave t\u00eb caktuara ose grupeve t\u00eb fjal\u00ebve ky\u00e7e q\u00eb p\u00ebrdoruesit k\u00ebrkojn\u00eb. Incidentet e p\u00ebrs\u00ebritura zbulohen menj\u00ebher\u00eb, grupohen dhe zgjidhen s\u00eb bashku. Analitika e temave populare gjithashtu zbulon shp\u00ebrndarje incidentesh me nj\u00eb shkak t\u00eb p\u00ebrbashk\u00ebt dhe zvog\u00eblon ndjesh\u00ebm koh\u00ebn e identifikimit dhe zgjidhjes s\u00eb problemit kryesor. Gjithashtu, teknologjia mund t\u00eb krijoj\u00eb automatikisht artikuj n\u00eb baz\u00ebn e njohurive, t\u00eb bazuar n\u00eb nd\u00ebrveprime t\u00eb ngjashme ose probleme t\u00eb ngjashme. K\u00ebrkimi i trendeve n\u00eb t\u00eb dh\u00ebna t\u00eb ndryshme rrit aktivitetin e departamentit IT, parandalon p\u00ebrs\u00ebritjen e incidenteve dhe, p\u00ebr pasoj\u00eb, rrit k\u00ebnaq\u00ebsin\u00eb e p\u00ebrdoruesve t\u00eb fundit nd\u00ebrsa zvog\u00eblon shpenzimet n\u00eb IT.<\/li>\n<li><b>Aplikacione Smart.<\/b> P\u00ebrdoruesit e fundit presin q\u00eb t\u00eb d\u00ebrgojn\u00eb nj\u00eb k\u00ebrkes\u00eb pa m\u00eb shum\u00eb v\u00ebshtir\u00ebsi sesa t\u00eb shkruajn\u00eb nj\u00eb tweet, dometh\u00ebn\u00eb \u2013 nj\u00eb mesazh t\u00eb shkurt\u00ebr n\u00eb gjuh\u00ebn natyrore q\u00eb p\u00ebrshkruan problemin ose k\u00ebrkes\u00ebn, e cila mund t\u00eb d\u00ebrgohet p\u00ebrmes emailit. Ose madje thjesht t\u00eb bashk\u00ebngjisni nj\u00eb fotografi t\u00eb defektit dhe ta d\u00ebrgoni at\u00eb nga nj\u00eb pajisje mobile. Regjistrimi i k\u00ebrkesave smart shpejton procesin e krijimit t\u00eb nj\u00eb k\u00ebrkese, duke plot\u00ebsuar automatikisht t\u00eb gjitha fushat bazuar n\u00eb at\u00eb q\u00eb ka shkruar p\u00ebrdoruesi i fundit ose skenimin e nj\u00eb imazhi t\u00eb p\u00ebrpunuar me nj\u00eb program p\u00ebr njohjen optike t\u00eb karaktereve (OCR). Duke p\u00ebrdorur nj\u00eb vend t\u00eb dh\u00ebnash mbi v\u00ebzhgime, teknologjia klasifikon dhe adreson automatikisht k\u00ebrkesat te agjent\u00ebt p\u00ebr mb\u00ebshtetje t\u00eb klient\u00ebve. Agjent\u00ebt mund t\u00eb rindezin k\u00ebrkesat n\u00eb grupe t\u00eb ndryshme mb\u00ebshtetjeje dhe mund t\u00eb rishkruajn\u00eb fushat e plota automatikisht, n\u00ebse modeli i m\u00ebsimit t\u00eb makinerive nuk doli t\u00eb ishte optimal p\u00ebr k\u00ebt\u00eb rast. Sistemi m\u00ebson nga modele t\u00eb reja, duke lejuar q\u00eb t\u00eb p\u00ebrballoj\u00eb m\u00eb mir\u00eb problemet q\u00eb shfaqen m\u00eb von\u00eb. T\u00eb gjitha k\u00ebto do t\u00eb thot\u00eb se p\u00ebrdoruesit e fundit mund t\u00eb hapin leht\u00ebsisht dhe shpejt k\u00ebrkesa, duke e \u00e7uar n\u00eb rritjen e k\u00ebnaq\u00ebsis\u00eb n\u00eb p\u00ebrdorimin e mjeteve t\u00eb pun\u00ebs. Kjo mund\u00ebsi gjithashtu redukton volumin e pun\u00ebs manuale dhe gabimet dhe ndihmon n\u00eb shkurtimin e koh\u00ebs dhe kostove p\u00ebr zgjidhjen e problemeve.<\/li>\n<li><b>Email i men\u00e7ur.<\/b> Ky mjet \u00ebsht\u00eb i ngjash\u00ebm me k\u00ebrkesat smart. P\u00ebrdoruesi i fundit mund t\u00eb d\u00ebrgoj\u00eb nj\u00eb email n\u00eb sh\u00ebrbimin e mb\u00ebshtetjes dhe t\u00eb p\u00ebrshkruaj\u00eb problemin n\u00eb gjuh\u00ebn natyrore. Mjeti i sh\u00ebrbimit t\u00eb mb\u00ebshtetjes krijon nj\u00eb k\u00ebrkes\u00eb mbi baz\u00ebn e p\u00ebrmbajtjes s\u00eb emailit, si dhe p\u00ebrgjigjet automatikisht p\u00ebrdoruesit t\u00eb fundit me lidhje drejt zgjidhjeve t\u00eb propozuara. P\u00ebrdoruesit e fundit mbeten t\u00eb k\u00ebnaqur, pasi hapja e k\u00ebrkesave dhe k\u00ebrkesave \u00ebsht\u00eb e leht\u00eb dhe e p\u00ebrshtatshme, dhe agjent\u00ebve IT iu zvog\u00eblohet puna manuale.<\/li>\n<li><b>Menaxhimi smart i ndryshimeve.<\/b> M\u00ebsoja e makinave gjithashtu mb\u00ebshtet analitik\u00ebn moderne dhe menaxhimin e ndryshimeve. Duke marr\u00eb parasysh numrin e shpesht\u00eb t\u00eb ndryshimeve q\u00eb k\u00ebrkohen sot nga bizneset, sistemet inteligjente mund t\u00eb ofrojn\u00eb agjent\u00ebve ose menaxher\u00ebve t\u00eb ndryshimeve sugjerime t\u00eb orientuara p\u00ebr optimizimin e mjedisit dhe rritjen e p\u00ebrqindjes s\u00eb ndryshimeve t\u00eb suksesshme n\u00eb t\u00eb ardhmen. Agjent\u00ebt mund t\u00eb p\u00ebrshkruajn\u00eb ndryshimet e nevojshme n\u00eb gjuh\u00ebn natyrale, nd\u00ebrsa aft\u00ebsit\u00eb analitike do t\u00eb kontrollojn\u00eb p\u00ebrmbajtjen p\u00ebr elementet e prekura t\u00eb konfigurimit. T\u00eb gjitha ndryshimet rregullohen, dhe treguesit automatik\u00eb i raportojn\u00eb menaxherit t\u00eb ndryshimeve n\u00ebse ka ndonj\u00eb problem me ndryshimin, si rreziqet, planifikimi n\u00eb nj\u00eb dritare t\u00eb paparashikuar ose statusi 'nuk \u00ebsht\u00eb miratuar'. Avantazhi kryesor i menaxhimit t\u00eb ndryshimeve inteligjente \u00ebsht\u00eb nj\u00eb koh\u00eb kthimi m\u00eb e shpejt\u00eb me m\u00eb pak konfigurime, vendosje dhe, n\u00eb fund t\u00eb fundit, shpenzime m\u00eb t\u00eb ul\u00ebta.<\/li>\n<\/ul>\n<p>\n<b><i>N\u00eb fund t\u00eb fundit, m\u00ebsimi i makinave dhe analitika transformojn\u00eb sistemet ITSM p\u00ebrmes supozimeve dhe rekomandimeve inteligjente p\u00ebr problemet me aplikimet dhe procesin e ndryshimeve, t\u00eb cilat ndihmojn\u00eb agjent\u00ebt dhe grupet mb\u00ebshtet\u00ebse IT t\u00eb p\u00ebrshkruajn\u00eb, diagnostikojn\u00eb, parashikojn\u00eb dhe rekomandojn\u00eb se \u00e7far\u00eb ka ndodhur, \u00e7far\u00eb po ndodh dhe \u00e7far\u00eb do t\u00eb ndodh\u00eb. P\u00ebrdoruesit p\u00ebrfundojn\u00eb duke marr\u00eb vler\u00ebsime analitike proaktive, personale dhe dinamike dhe zgjidhje t\u00eb shpejta. N\u00eb k\u00ebt\u00eb m\u00ebnyr\u00eb, shum\u00eb gj\u00ebra b\u00ebhen automatikisht, dmth, pa p\u00ebrfshirjen e njeriut. Dhe meqen\u00ebse teknologjia m\u00ebson me kalimin e koh\u00ebs, proceset b\u00ebhen gjithnj\u00eb e m\u00eb t\u00eb mira. \u00cbsht\u00eb e r\u00ebnd\u00ebsishme t\u00eb theksohet se t\u00eb gjitha funksionet inteligjente t\u00eb p\u00ebrshkruara n\u00eb k\u00ebt\u00eb artikull jan\u00eb t\u00eb disponueshme tashm\u00eb sot.<\/i><\/b><br \/>\n<br \/>Burimi: <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 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