{"id":34557,"date":"2019-10-31T21:59:00","date_gmt":"2019-10-31T18:59:00","guid":{"rendered":"https:\/\/prohoster.info\/blog\/pyat-klyuchevyh-trendov-itsm-na-etot-god\/"},"modified":"2019-10-31T21:59:00","modified_gmt":"2019-10-31T18:59:00","slug":"pyat-klyuchevyh-trendov-itsm-na-etot-god","status":"publish","type":"post","link":"https:\/\/prohoster.info\/sq\/blog\/administrirovanie\/pyat-klyuchevyh-trendov-itsm-na-etot-god","title":{"rendered":"Pes\u00eb trendet ky\u00e7e t\u00eb ITSM p\u00ebr k\u00ebt\u00eb vit","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Diskutoni p\u00ebr drejtimet n\u00eb t\u00eb cilat po zhvillohet ITSM n\u00eb vitin 2019.<\/p>\n

\"Pes\u00eb<\/a><\/noindex>
\n\/ Unsplash \/ Alessio Ferretti<\/a><\/noindex><\/i><\/p>\n

Chatbot\u00ebt<\/h2>\n

\nAutomatizimi lejon kursimin e koh\u00ebs, parave dhe burimeve njer\u00ebzore. Nj\u00eb nga drejtimet m\u00eb premtuese t\u00eb automatizimit \u00ebsht\u00eb mb\u00ebshtetja teknike.<\/p>\n

Korporatat po implementojn\u00eb chatbot\u00eb, t\u00eb cil\u00ebt marrin nj\u00eb pjes\u00eb t\u00eb ngarkes\u00ebs nga specialist\u00ebt e mb\u00ebshtetjes \u2014 ofrojn\u00eb p\u00ebrgjigje p\u00ebr pyetjet m\u00eb t\u00eb zakonshme. Sistemet e avancuara jan\u00eb n\u00eb gjendje t\u00eb analizojn\u00eb sjelljen e klient\u00ebve q\u00eb kontaktojn\u00eb shpesh sh\u00ebrbimin e mb\u00ebshtetjes dhe t\u00eb p\u00ebrshtatin zgjidhjet q\u00eb jan\u00eb tashm\u00eb t\u00eb gatshme.<\/a><\/noindex><\/p>\n

Produkte t\u00eb tilla po zhvillohen nga nj\u00eb gam\u00eb t\u00eb t\u00ebr\u00eb kompanish. P\u00ebr shembull, ServiceNow. Nj\u00eb nga zgjidhjet \u2014 Agjenti Virtual i ServiceNow<\/a><\/noindex> \u2014 p\u00ebrdor mund\u00ebsit\u00eb e superkompjuterit IBM Watson p\u00ebr njohjen e z\u00ebrit. Agenti automatikisht krijon biletat e k\u00ebrkesave t\u00eb p\u00ebrdoruesve, kontrollon statuset e tyre dhe punon me CMDB \u2014 baz\u00ebn e t\u00eb dh\u00ebnave t\u00eb komponenteve t\u00eb infrastruktur\u00ebs IT. Chatboti i ServiceNow u implementua<\/a><\/noindex> n\u00eb Universitetin e Albert\u00ebs \u2014 brenda dy jav\u00ebve, sistemi m\u00ebsoi t\u00eb p\u00ebrpunonte 30% t\u00eb k\u00ebrkesave t\u00eb ardhura (plani \u00ebsht\u00eb ta arrij\u00eb k\u00ebt\u00eb v\u00ebllim n\u00eb 80%).<\/p>\n

Gartner thon\u00eb<\/a><\/noindex>, q\u00eb vitin tjet\u00ebr nj\u00eb e kat\u00ebrta e organizatave bot\u00ebrore do t\u00eb p\u00ebrdorin ndihm\u00ebs virtual\u00eb si linj\u00ebn e par\u00eb t\u00eb mb\u00ebshtetjes teknike. Ky num\u00ebr p\u00ebrfshin edhe institucionet shtet\u00ebrore, t\u00eb cil\u00ebt chatbot\u00ebt do t'u kursejn\u00eb 40 miliard dollar\u00eb \u00e7do vit<\/a><\/noindex> (PDF, fq.3). Por kjo nuk do t\u00eb jet\u00eb e gjitha \u2014 do t\u00eb evoluoj\u00eb e gjith\u00eb gam\u00ebn e mjeteve Helpdesk<\/a><\/noindex>.<\/p>\n

Automatizimi i zhvillimit<\/h2>\n

\nMetodologjit\u00eb fleksibile nuk jan\u00eb t\u00eb reja, dhe shum\u00eb firma i p\u00ebrdorin me sukses ato. Megjithat\u00eb, pa nj\u00eb riparim t\u00eb r\u00ebnd\u00ebsish\u00ebm t\u00eb procesit t\u00eb pun\u00ebs, takimet, sprintet dhe komponent\u00ebt e tjer\u00eb agile b\u00ebhen t\u00eb padobishme<\/a><\/noindex>: punonj\u00ebsve b\u00ebhet vet\u00ebm m\u00eb e v\u00ebshtir\u00eb t\u00eb ndjekin p\u00ebrparimin e zhvillimit, gj\u00eb q\u00eb d\u00ebmton efikasitetin e gjith\u00eb procesit.<\/p>\n

K\u00ebtu n\u00eb ndihm\u00eb vijn\u00eb sistemet e menaxhimit t\u00eb zhvillimit t\u00eb softuerit \u2014 nj\u00eb trend tjet\u00ebr i k\u00ebtij viti. Ato lejojn\u00eb t\u00eb kontrolloni t\u00ebr\u00eb ciklin e jet\u00ebs s\u00eb aplikacionit: nga prototipi deri te l\u00ebshimi, nga mb\u00ebshtetja deri te l\u00ebshimi i versioneve t\u00eb reja t\u00eb softuerit.<\/p><\/blockquote>\n

\nAplikacionet p\u00ebr menaxhimin e zhvillimit i ofrojm\u00eb ne n\u00eb \"IT Guild\". B\u00ebhet fjal\u00eb p\u00ebr sistemin SDLC<\/a><\/noindex> (cikli i jet\u00ebs s\u00eb zhvillimit t\u00eb softuerit). Ky \u00ebsht\u00eb nj\u00eb instrument softuerik q\u00eb bashkon disa metodologji zhvillimi (p\u00ebr shembull, waterfall dhe scrum) dhe ndihmon p\u00ebr t'u adaptuar m\u00eb leht\u00eb n\u00eb pun\u00ebn me to.<\/p>\n

Siguria informative n\u00eb qend\u00ebr t\u00eb v\u00ebmendjes<\/h2>\n

\nFaktori njer\u00ebzor \u00ebsht\u00eb shkaku kryesor i pranish\u00ebm i dob\u00ebsive n\u00eb sistemet IT. Nj\u00eb shembull mund t\u00eb jet\u00eb situata<\/a><\/noindex> me serverin Jira t\u00eb NASA-s, kur admini la n\u00eb qasje t\u00eb hapur t\u00eb dh\u00ebnat p\u00ebr punonj\u00ebsit dhe projektet e agjencis\u00eb. Nj\u00eb shembull tjet\u00ebr \u00ebsht\u00eb haku i zyr\u00ebs Equifax n\u00eb vitin 2017, i cili ndodhi<\/a><\/noindex> p\u00ebr shkak se organizata nuk instaluar n\u00eb koh\u00eb nj\u00eb patch q\u00eb mbyllte dob\u00ebsin\u00eb.<\/p>\n

\"Pes\u00eb
\n\/ Flickr \/ Wendelin Jacober<\/a><\/noindex> \/ PD<\/i><\/p>\n

Sistemet SOAR (operacionet e siguris\u00eb, analiza dhe raportimi) mund t\u00eb pak\u00ebsojn\u00eb ndikimin e faktor\u00ebve njer\u00ebzor\u00eb. Ato analizojn\u00eb k\u00ebrc\u00ebnimet e siguris\u00eb dhe formulojn\u00eb raporte me grafik\u00eb dhe skema vizuale. Detyra e tyre kryesore \u00ebsht\u00eb t\u00eb ndihmojn\u00eb specialist\u00ebt e kompanis\u00eb t\u00eb marrin vendime efektive dhe n\u00eb koh\u00eb.<\/p>\n

Sistemet SOAR ndihmojn\u00eb<\/a><\/noindex> t\u00eb dyfishojn\u00eb koh\u00ebn e nevojshme p\u00ebr zbulimin dhe reaksionin<\/a><\/noindex> n\u00eb dob\u00ebsi. Si\u00e7 \u00ebsht\u00eb ServiceNow Security Operations, p\u00ebr t\u00eb cilin kemi shkruar n\u00eb nj\u00eb nga artikujt e blogut ton\u00eb<\/a><\/noindex>, \u00ebsht\u00eb nj\u00eb produkt i k\u00ebtij tipi. Ai gjen n\u00eb m\u00ebnyr\u00eb t\u00eb pavarur komponent\u00ebt e dob\u00ebt t\u00eb infrastruktur\u00ebs IT dhe vler\u00ebson ndikimin e tyre n\u00eb proceset e biznesit n\u00eb var\u00ebsi t\u00eb shkall\u00ebs s\u00eb rrezikut.<\/p>\n

ITSM po kalon n\u00eb cloud<\/h2>\n

\nN\u00eb vitet n\u00eb vazhdim, tregu i sh\u00ebrbimeve cloud do t\u00eb jet\u00eb segmenti m\u00eb n\u00eb ekzistenc\u00eb i IT. Sipas t\u00eb dh\u00ebnave<\/a><\/noindex> Gartner, n\u00eb vitin 2019 rritja e tij do t\u00eb jet\u00eb 17.5%. Ky trend ndiqet gjithashtu nga zgjidhjet cloud p\u00ebr menaxhimin e infrastruktur\u00ebs IT<\/a><\/noindex>.<\/p>\n

Ne ofrojm\u00eb nj\u00eb sistem cloud ITSM n\u00eb \"IT Gildia\". Dallimi i saj kryesor nga sistemi lokal \u00ebsht\u00eb se kompanit\u00eb mund t\u00eb paguajn\u00eb vet\u00ebm p\u00ebr mund\u00ebsit\u00eb q\u00eb p\u00ebrdorin (ITOM<\/a><\/noindex>, ITFM<\/a><\/noindex>, ITAM<\/a><\/noindex> etj.). Zgjidhjet cloud vijn\u00eb me shabllone t\u00eb p\u00ebrgatitura dhe mjete t\u00eb parakonfiguruara. Me ndihm\u00ebn e k\u00ebtyre organizatat kan\u00eb mund\u00ebsin\u00eb t\u00eb konfigurojn\u00eb shpejt mjedisin e pun\u00ebs, duke anashkaluar shum\u00eb v\u00ebshtir\u00ebsi t\u00eb mundshme, dhe t\u00eb migrojn\u00eb infrastruktur\u00ebn e tyre IT n\u00eb cloud, duke u mb\u00ebshtetur n\u00eb praktikat m\u00eb t\u00eb mira t\u00eb industris\u00eb.<\/p>\n

P\u00ebr shembull, nj\u00eb cloud ITSM ka implementuar kompania<\/a><\/noindex> SPLAT. Sistemi ndihmon n\u00eb mbik\u00ebqyrjen e aktivave IT dhe vler\u00ebsimin e performanc\u00ebs s\u00eb tyre. Gjithashtu n\u00eb cloud pranohen dhe p\u00ebrpunohen k\u00ebrkesat nga p\u00ebrdoruesit \u2014 nj\u00eb sistem i vet\u00ebmb\u00ebshtetur i regjistrimit t\u00eb k\u00ebrkesave ka rritur nivelin e kontrollit mbi p\u00ebrmbushjen e tyre.<\/p>\n

\"Pes\u00eb
\n\/ Flickr \/ Kristof Magyar<\/a><\/noindex> \/ CC BY<\/i><\/p>\n

Po ndodh adaptimi i ITIL 4<\/h2>\n

\nNdryshe nga versionet e m\u00ebparshme, ITIL 4 p\u00ebrqendrohet n\u00eb parimet dhe konceptet themelore t\u00eb menaxhimit t\u00eb sh\u00ebrbimeve. N\u00eb ve\u00e7anti, biblioteka \u00ebsht\u00eb integruar me metodat e p\u00ebrshtatshme t\u00eb zhvillimit t\u00eb softuerit \u2014 Agile, Lean dhe DevOps. Ajo ofron nj\u00eb pasqyr\u00eb se si k\u00ebto qasje duhet t\u00eb punojn\u00eb s\u00eb bashku.<\/p>\n

K\u00ebt\u00eb vit, kompanit\u00eb q\u00eb p\u00ebrdorin bibliotek\u00ebn p\u00ebr menaxhimin e IT-it do t\u00eb vendosin se si risit\u00eb do t\u00eb ndikojn\u00eb n\u00eb proceset e tyre t\u00eb biznesit. Dokumentacioni ITIL duhet t\u00eb ndihmoj\u00eb p\u00ebr k\u00ebt\u00eb, pasi zhvilluesit p\u00ebrpiqen ta b\u00ebjn\u00eb m\u00eb t\u00eb kuptuesh\u00ebm. N\u00eb perspektiv\u00eb, versioni i kat\u00ebrt do t\u00eb ndihmoj\u00eb p\u00ebr t\u00eb p\u00ebrshtatur ITIL me trendet e reja: automatizimin, praktikat DevOps dhe sistemet cloud.<\/p>\n

\nP\u00ebr \u00e7far\u00eb shkruajm\u00eb n\u00eb blogun korporativ:<\/p>\n