Ukukhula ngokukhawuleza kokubaluleka kobuchwephesha bolwazi kwishishini kufuna ingqalelo ngakumbi nangakumbi kwintlangano kunye nokuphunyezwa kokunikezelwa kweenkonzo ze-IT. Namhlanje, itekhnoloji yolwazi ayisetyenziselwa kuphela ukusombulula iingxaki zengingqi kwintlangano, zikwabandakanyeka ekuphuhliseni isicwangciso sayo soshishino. Ukubaluleka kwale misebenzi kufuna ukuba kuphuhliswe indlela entsha ngokusisiseko kwingxaki yokucwangcisa ulwazi oluqokelelweyo. Ngezi njongo, ilayibrari ye-ITIL yenzelwe ukuchaza iindlela ezilungileyo zokubonelela ngeenkonzo ze-IT. Ngoko ke, iingcali ze-IT ziye zakwazi ukusebenzisa ezona ndlela zilungileyo emsebenzini wazo, ziphucula umgangatho wonikezelo lweenkonzo.
Kutheni oku kuyimfuneko?
Rhoqo ngonyaka, iteknoloji yolwazi (IT) idlala indima ebaluleke kakhulu kushishino. I-IT ivumela umbutho ukuba ube nokukhuphisana kuba ibonelela ngezixhobo ezinceda ukuqokelela, ukuqhuba, ukugcina kunye nokuhlalutya ulwazi oluninzi ukwenzela ukwenza izigqibo kwishishini elongezelelweyo. Ezo nkampani ezinomyalelo ongcono weteknoloji yolwazi zibonisa iziphumo ezingcono, njengoko zinenzuzo yokukhuphisana ngendlela yesixhobo esivumela ukuba basebenzise idatha ekhoyo ukunyusa inzuzo. Ngaloo ndlela, i-IT yindlela yokuphucula ukusebenza kakuhle kwentlangano yonke.
Kwiminyaka emininzi ngoku, ulwazi lweshishini ludlale indima ebaluleke kakhulu ekusebenzeni ngokufanelekileyo kweenkampani. Kwizigaba ezahlukeneyo zobukho be-IT, iinzame ezininzi zenziwa zokuyisebenzisa kwiinkqubo zoshishino, kwaye ayizizo zonke eziye zasebenza ngempumelelo. Ngaloo ndlela, kwavela imfuneko yokuqokelela amava ehlabathi jikelele ekusebenziseni i-IT ekwenzeni ishishini, ekugqibeleni yaphunyezwa ngendlela yelayibrari ye-ITIL equlethe indlela yokulawula kunye nokuphucula iinkqubo zoshishino ngendlela enye okanye enye ehambelana ne-IT. Ilayibrari ye-ITIL ingasetyenziselwa zombini iinkampani ezibonelela ngeenkonzo ze-IT kunye namasebe ngamanye ezinye iinkampani ezibonelela ngeenkonzo ze-IT kuwo wonke umbutho. Izikhokelo ze-ITIL zisetyenziswa kwindlela enjalo yokulawula kunye nokulungelelanisa iinkonzo ze-IT njenge-ITSM.
Yintoni i-ITIL
Ithala leencwadi le-IT (ithala leencwadi le-ITIL) okanye iThala leeNcwadi zeZiseko zoLwazi lwezoLwazi luluhlu lweencwadi ezibonelela ngesethi yezikhokelo zokulawula, ukulungisa iimpazamo, kunye nokuphucula ngokuqhubekayo iinkqubo zoshishino ezinxulumene ne-IT.
Ushicilelo lokuqala lwethala leencwadi, eligunyaziswe ngurhulumente waseBrithani, lenziwe ngo-1986-1989, kwaye laqala ukupapasha ngo-1992, kwaye inguqulelo yamva nje, yesithathu, i-ITIL V3, yakhululwa ngo-2007. Uhlelo lwamva nje lwethala leencwadi, olupapashwe ngo-2011, lunemiqulu emi-5. Ekuqaleni kuka-2019, i-harbinger yenguqulo yesine yethala leencwadi le-V4 yakhululwa, inguqulelo epheleleyo apho umphuhlisi u-AXELOS aya kuyikhupha malunga nonyaka.
Ubume kunye nomxholo wethala leencwadi le-ITIL
Xa kuphuhliswa uhlelo lwesithathu, indlela entsha yokuqulunqwa komxholo wayo isetyenzisiweyo, ebizwa ngokuba "ngumjikelezo wobomi benkonzo". Undoqo wayo kukuba umthamo ngamnye wethala leencwadi ugxile kwisigaba esithile “somjikelo wobomi”. Kuba kukho izigaba ezihlanu zalo mjikelo ngokwethala leencwadi le-ITIL, kukho neencwadi ezintlanu eziquletheyo:
- UBuchule beNkonzo;
- Uyilo lweNkonzo;
- Utshintsho lweNkonzo;
- Ukusebenza kwenkonzo;
- Uphuculo lweNkonzo ngokuqhubekayo.
Isigaba sokuqala seSicwangciso seNkonzo sinceda ishishini ukuba liqonde ukuba ngubani na abaphulaphuli abajoliswe kubo, zeziphi iimfuno zabo, kwaye ngoko ke zeziphi iinkonzo abazifunayo, zeziphi izixhobo eziyimfuneko zokubonelela ezi nkonzo, ukuphuhlisa iimfuno zokuphunyezwa kwazo. Kwakhona, njengenxalenye yeSicwangciso seNkonzo, umsebenzi uhlala uhlengahlengiswa ukuze uqonde ukuba ixabiso lenkonzo lihambelana nexabiso umxhasi angayifumana kule nkonzo.
Okulandelayo kuza isigaba soYilo lweNkonzo, esiqinisekisa ukuba inkonzo ihlangabezana ngokupheleleyo nolindelo lomxhasi.
Isigaba soTshintsho lweNkonzo sinoxanduva lokuvelisa kunye nokuphunyezwa ngempumelelo kwenkonzo efunwa ngumthengi. Kweli nqanaba, uvavanyo, ulawulo lomgangatho, ukuthengiswa kwemveliso, njl.
Oku kulandelwa yi-Operation of Services, apho ukuveliswa kweenkonzo okucwangcisiweyo kwenzeka, umsebenzi wenkonzo yenkxaso ukusombulula iingxaki zendawo, kunye nokuqokelela i-database yeengxaki ezifanayo ukuze kuphuculwe ngakumbi umgangatho wokubonelela ngenkonzo.
Isigaba sokugqibela yiNkonzo eqhubekayo yokuPhuculwa, inoxanduva lokutshintsha kunye nokuphuculwa kuzo zonke izigaba zemveliso yenkonzo kunye nokusebenza kakuhle kwazo zonke iinkqubo zombutho.
Ezi zigaba zintlanu ziyi-skeleton yesakhiwo somjikelo wobomi benkonzo, iikhonsepthi eziphambili ezinokuthi zisebenze kumxholo welayibrari ye-ITIL.
Isigaba ngasinye (kwaye ke incwadi) ibandakanya inkalo eyahlukileyo yolawulo lweshishini. Imizekelo ibandakanya: ulawulo lwemfuno, ulawulo lwemali kwintsimi yeenkonzo ze-IT, ulawulo lokubonelela kunye nabanye abaninzi.
Imigaqo yokusebenzisa ilayibrari ye-ITIL
Ekubeni i-ITIL yenye yeengongoma eziphambili xa usebenzisa indlela enjalo njenge-ITSM ekulawuleni ishishini, imigaqo esisiseko yokusebenzisa ilayibrari ilandela kwifilosofi ye-ITSM. Umbono ophambili wendlela ye-ITSM kukutshintsha ugxininiso ukusuka kwitekhnoloji ukuya kwiinkonzo ezibonelelwayo. Indlela ye-ITSM ibonisa ukuba endaweni yeteknoloji, umbutho kufuneka ugxininise kubathengi kunye neenkonzo. Ke ngoko, ishishini kufuneka ligxininise kubuchule kunye nethekhnoloji yeziphumo enokubonelela umxhasi, leliphi ixabiso elinokwenziwa lishishini, kunye nendlela elinokuphucula ngayo ishishini.
Imigaqo elishumi engundoqo, ethathwe kwi-ITIL Practitioner Guidance nguKaimar Karu kunye nabanye abaphuhlisi bethala leencwadi, zidweliswe ngezantsi:
- Gxininisa kumaxabiso;
- Uyilo lokuziqhelanisa;
- Qala kule ndawo ukuyo ngoku;
- Sondela umsebenzi wakho ngokupheleleyo;
- Qhubekela phambili ngokuphindaphindiweyo;
- Jonga iinkqubo ngokuthe ngqo;
- Yiba elubala;
- NONE
- Umgaqo ophambili: ukulula;
- Sebenzisa le migaqo.
Sinokugqiba ukuba le migaqo, ingundoqo kwi-ITIL, ngendlela enye okanye enye ingasetyenziswa kwezinye iindlela kunye neendlela zokulawula ishishini, uphuhliso lwemveliso, njl. (I-Lean, i-agile kunye nabanye), eqinisekisa kuphela ukuba le migaqo iyasebenza. Ekubeni ilayibrari ye-ITIL iqulethe iminyaka emininzi yamava avela kwimibutho emininzi, le migaqo ibe sisiseko sokusebenza kakuhle kweshishini.
Ngenxa yokuba le migaqo ingangqalanga ngokuthe ngqo, inomgangatho wokuguquguquka njengesixhobo. Enye yeengcamango eziphambili xa usebenza ne-ITIL ngolu hlobo lulandelayo: "Yamkela kwaye ulungelelanise," oko kukuthi, "Yamkela kwaye ulungelelanise."
"I-Adopt" ibhekisela ekwamkelweni kweshishini kwifilosofi ye-ITIL, ukutshintsha ingqalelo kubathengi kunye neenkonzo. I-thesis ethi "Adapt" ibandakanya ngokucinga ukusebenzisa iindlela ezilungileyo ze-ITIL kunye nokuziqhelanisa neemfuno zeshishini elithile.
Ngaloo ndlela, ukuthotyelwa kwendlela ehambelana ne-ITIL usebenzisa izikhokelo zamathala eencwadi kunokuguqulwa kwaye kuphuculwe kakhulu iinkqubo ezahlukeneyo zombutho.
Ngoko, izigqibo
I-ITIL ithatha indlela entsha ekuphuhliseni nasekunikezeni iinkonzo ze-IT ezijonga yonke i-IT yomjikelezo wobomi benkonzo. Le ndlela ecwangcisiweyo yolawulo lwenkonzo ye-IT ivumela ishishini ukuba lisebenzise kakuhle amathuba anikezelwa yilayibrari ye-ITIL: ukulawula umngcipheko, ukuphuhlisa imveliso, ukuphucula ubudlelwane babathengi, ukwandisa iindleko, ukukhawuleza iinkqubo, ukwandisa inani leenkonzo, ngenxa uyilo olufanelekileyo lwemo ye-IT.
Njengoko iimeko zoshishino zihlala zitshintsha, ilayibrari ye-ITIL kufuneka itshintshe kwaye iphucule ukuze ihlangabezane nazo zonke iimfuno zehlabathi zanamhlanje ezibeka phambili. Inguqulelo entsha yelayibrari ye-ITIL icwangciswe ukukhululwa ekuqaleni kwe-2019, kwaye ukubeka izikhokelo zayo ekusebenzeni kuya kubonisa ukuba yeyiphi indlela ishishini kunye neenkqubo zalo eziya kuphuhlisa phambili.
Iincwadi
Cartlidge A., Chakravarthy J., Rudd C., Sowerby JA iNkxaso yokuSebenza kunye noHlalutyo lwe-ITIL ye-Intermediate Capability Handbook. – London, TSO, 2013. – 179 p.
I-Karu K. ITIL Isikhokelo soMsebenzi. - London, TSO, 2016. - 434 p.
umthombo: www.habr.com
