{"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 tendenca ky\u00e7e t\u00eb ITSM p\u00ebr k\u00ebt\u00eb vit","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Falem p\u00ebr fushat ku ITSM po evoluon n\u00eb vitin 2019.<\/p>\n

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

Chat-bot\u00ebt<\/h2>\n

\nAutomatizimi lejon kursim t\u00eb koh\u00ebs, parave dhe burimeve njer\u00ebzore. Nj\u00eb nga fushat m\u00eb premtuese t\u00eb automatizimit b\u00ebhet mb\u00ebshtetje e teknologjis\u00eb.<\/p>\n

Kompani po implementojn\u00eb chat-bot\u00eb, t\u00eb cil\u00ebt merrni 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 k\u00ebrkojn\u00eb shpesh ndihm\u00eb dhe t\u00eb adaptojn\u00eb zgjidhjet q\u00eb tashm\u00eb ekzistojn\u00eb.<\/a><\/noindex><\/p>\n

Produkte t\u00eb tilla po zhvillohen nga nj\u00eb gam\u00eb e gjer\u00eb kompanish. P\u00ebr shembull, ServiceNow. Nj\u00eb nga zgjidhjet e saj \u2014 ServiceNow Virtual Agent<\/a><\/noindex> \u2014 p\u00ebrdor fuqin\u00eb e superkompjuterit IBM Watson p\u00ebr njohjen e z\u00ebrit. Agjenti krijon automatikisht bileta p\u00ebr k\u00ebrkesat e 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. Chat-boti i ServiceNow implementoi<\/a><\/noindex> n\u00eb Universitetin e Albert\u00ebs \u2014 p\u00ebr dy jav\u00eb, sistemi m\u00ebsoi t\u00eb p\u00ebrpunoj\u00eb 30% t\u00eb k\u00ebrkesave q\u00eb vinin (plani \u00ebsht\u00eb ta rris\u00eb k\u00ebt\u00eb volum n\u00eb 80%).<\/p>\n

Gartner ekspert\u00ebt<\/a><\/noindex>, q\u00eb vitin e ardhsh\u00ebm nj\u00eb e kat\u00ebrta e organizatave globale do t\u00eb p\u00ebrdorin asistent\u00eb virtual\u00eb si vij\u00ebn e par\u00eb t\u00eb mb\u00ebshtetjes teknike. N\u00eb k\u00ebt\u00eb grup do t\u00eb p\u00ebrfshihen edhe institucionet shtet\u00ebrore, p\u00ebr t\u00eb cilat chat-bot\u00ebt do t\u00eb kursejn\u00eb 40 miliard\u00eb dollar\u00eb \u00e7do vit<\/a><\/noindex> (PDF, fq. 3). Por kjo nuk do t\u00eb ndalet k\u00ebtu \u2014 gjith\u00e7ka do t\u00eb evoluoj\u00eb, p\u00ebrfshir\u00eb dhe t\u00eb gjith\u00eb gam\u00ebn e mjeteve Helpdesk<\/a><\/noindex>.<\/p>\n

Automatizimi i zhvillimit<\/h2>\n

\nMetodologjit\u00eb agile nuk jan\u00eb t\u00eb reja dhe shum\u00eb kompani i p\u00ebrdorin me sukses. Sidoqoft\u00eb, pa nj\u00eb rip\u00ebrkufizim t\u00eb r\u00ebnd\u00ebsish\u00ebm t\u00eb procesit t\u00eb pun\u00ebs, takimet, sprintet dhe komponent\u00ebt e tjer\u00eb t\u00eb agile rezultojn\u00eb t\u00eb pakufizuar<\/a><\/noindex>: punonj\u00ebsit gjithmon\u00eb e kan\u00eb m\u00eb t\u00eb v\u00ebshtir\u00eb t\u00eb ndjekin p\u00ebrparimin e zhvillimit, gj\u00eb q\u00eb ndikon negativisht n\u00eb efektivitetin e procesit t\u00eb p\u00ebrgjithsh\u00ebm.<\/p>\n

K\u00ebtu vijn\u00eb n\u00eb ndihm\u00eb sistemet p\u00ebr menaxhimin e zhvillimit t\u00eb software-it \u2014 nj\u00eb tjet\u00ebr trend i vitit. Ato mund\u00ebsojn\u00eb kontrollin e t\u00eb gjith\u00eb ciklit t\u00eb 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 software-it.<\/p><\/blockquote>\n

\nNe ofrojm\u00eb aplikacione p\u00ebr menaxhimin e zhvillimit n\u00eb \"IT Guild\". K\u00ebtu flasim p\u00ebr sistemin SDLC<\/a><\/noindex> (cikli i jet\u00ebs s\u00eb zhvillimit t\u00eb software-it). Ky \u00ebsht\u00eb nj\u00eb mjet software q\u00eb bashkon disa metodologji zhvillimi (p\u00ebr shembull, waterfall dhe scrum) dhe ndihmon n\u00eb adaptimin m\u00eb t\u00eb leht\u00eb me to.<\/p>\n

Siguria e informacionit n\u00eb fokus<\/h2>\n

\nFaktori njer\u00ebzor \u00ebsht\u00eb arsyeja kryesore p\u00ebr pranin\u00eb e 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 administratori la t\u00eb dh\u00ebnat e punonj\u00ebsve dhe projekteve n\u00eb qasje t\u00eb hapur. Nj\u00eb shembull tjet\u00ebr \u00ebsht\u00eb hackimi i zyr\u00ebs Equifax n\u00eb vitin 2017, i cili ndodhi<\/a><\/noindex> u ndodhi p\u00ebr shkak se organizata nuk vendosi nj\u00eb patch n\u00eb koh\u00eb 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 reduktojn\u00eb ndikimin e faktor\u00ebve njer\u00ebzor\u00eb. Ato analizojn\u00eb k\u00ebrc\u00ebnimet e siguris\u00eb dhe krijojn\u00eb raporte me grafik\u00eb dhe skema vizuale. Q\u00ebllimi i tyre kryesor \u00ebsht\u00eb q\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 dyfishohet koha e nevojshme p\u00ebr t\u00eb zbuluar dhe vepruar<\/a><\/noindex> n\u00eb dob\u00ebsi. Nj\u00eb shembull i till\u00eb \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 till\u00eb. Ai e gjen automatikisht komponent\u00ebt e dob\u00ebsuesh\u00ebm t\u00eb infrastruktur\u00ebs IT dhe vler\u00ebson ndikimin e tyre n\u00eb proceset e biznesit n\u00eb var\u00ebsi t\u00eb nivelit t\u00eb rrezikut.<\/p>\n

ITSM po e l\u00eb vizit\u00ebn n\u00eb re<\/h2>\n

\nN\u00eb vitet e ardhshme, tregu i sh\u00ebrbimeve n\u00eb cloud do t\u00eb jet\u00eb segmenti m\u00eb i shpejt\u00eb n\u00eb rritje t\u00eb 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 i ndiqet nga zgjidhjet cloud p\u00ebr menaxhimin e infrastruktur\u00ebs IT<\/a><\/noindex>.<\/p>\n

Ne ofrojm\u00eb nj\u00eb sistem ITSM cloud n\u00eb \"IT Guild\". Dallimi i tij 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 template t\u00eb parakonfiguruara dhe mjete t\u00eb paraprakisht konfiguruara. Me to, organizatat kan\u00eb mund\u00ebsin\u00eb t\u00eb p\u00ebrshtatin ambientin e pun\u00ebs n\u00eb m\u00ebnyr\u00eb t\u00eb shpejt\u00eb, duke shmangur shum\u00eb potenciale v\u00ebshtir\u00ebsi, 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

Nj\u00eb ITSM cloud, p\u00ebr shembull, ka implementuar kompania<\/a><\/noindex> SPLAT. Sistemi ndihmon n\u00eb monitorimin e aktiveve IT dhe n\u00eb vler\u00ebsimin e funksionit t\u00eb tyre. Gjithashtu, n\u00eb cloud pranohen dhe p\u00ebrpunohen k\u00ebrkesat nga p\u00ebrdoruesit \u2014 nj\u00eb sistem i vet\u00ebm 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 adaptohet 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 shpejta t\u00eb zhvillimit t\u00eb software-it \u2014 Agile, Lean dhe DevOps. Ajo ofron nj\u00eb pasqyr\u00eb se si k\u00ebto qasje duhet t\u00eb bashk\u00ebpunojn\u00eb.<\/p>\n

K\u00ebt\u00eb vit, kompanit\u00eb q\u00eb p\u00ebrdorin bibliotek\u00ebn p\u00ebr menaxhimin e TI-s\u00eb do t\u00eb vendosin se si risit\u00eb do t\u00eb ndikojn\u00eb n\u00eb proceset e tyre t\u00eb biznesit. Dokumentacioni ITIL, i cili \u00ebsht\u00eb zhvilluar p\u00ebr t\u00eb qen\u00eb m\u00eb i kuptuesh\u00ebm, duhet t\u00eb ndihmoj\u00eb n\u00eb k\u00ebt\u00eb. N\u00eb t\u00eb ardhmen, versioni i kat\u00ebrt do t\u00eb ndihmoj\u00eb n\u00eb p\u00ebrshtatjen e ITIL me trendet e reja: automatizimi, praktikat DevOps, sistemet n\u00eb cloud.<\/p>\n

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