Sithetha malunga nemikhombandlela apho i-ITSM iphuhla khona ngo-2019.
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Ii-Chatbots
I-automation igcina ixesha, imali kunye nemithombo yabantu. Enye yezona ndawo zithembisayo ze-automation yinkxaso yobugcisa.
Iinkampani zazisa ii-chatbots ezithatha inxalenye yomsebenzi weengcali zenkxaso kwaye zinike iimpendulo kwimibuzo eqhelekileyo. Iinkqubo eziphezulu ziyakwazi ukuhlalutya ukuziphatha kwabathengi abahlala beqhagamshelana neenkonzo zenkxaso kunye nokulungelelanisa izisombululo esele zenziwe.
Uluhlu olupheleleyo lweenkampani zenza iimveliso ezifanayo. Umzekelo, ServiceNow. Esinye sezisombululo — isebenzisa izakhono ze-IBM Watson supercomputer ukuqondwa kwentetho. I-arhente yenza ngokuzenzekelayo amatikiti ngokusekelwe kwizicelo zabasebenzisi, ihlola iimeko zabo kwaye isebenze ne-CMDB - isiseko sedatha samacandelo eziseko ze-IT. ServiceNow chatbot kwiYunivesithi yase-Alberta - kwiiveki ezimbini inkqubo yafunda ukucubungula i-30% yezicelo ezingenayo (izicwangciso zokunyusa umthamo ukuya kwi-80%).
Gartner ukuba kunyaka ozayo, ikota yemibutho yehlabathi iya kusebenzisa abancedisi benyani njengomgca wabo wokuqala wenkxaso yobugcisa. Eli nani liya kubandakanya iiarhente zikarhulumente ezixhamla kwii-chatbots (PDF, iphepha 3). Kodwa umcimbi awuzukuphela koku - yonke imbonakalo iya kuvela .
Uphuhliso oluzenzekelayo
Iindlela ze-Agile azikho ntsha, kwaye iinkampani ezininzi zizisebenzisa ngempumelelo. Nangona kunjalo, ngaphandle kokuhlengahlengiswa okukhulu kokuhamba komsebenzi, iintlanganiso, i-sprints, kunye nezinye izinto ezidala ziphela. : Kuya kuba nzima ngakumbi kubasebenzi ukujonga inkqubela phambili yophuhliso, nto leyo itsalela phantsi ukusebenza kakuhle kwayo yonke le nkqubo.
Kulapho iinkqubo zolawulo lophuhliso lwesoftware ziza kuhlangula - enye indlela yalo nyaka. Bakuvumela ukuba ulawule umjikelo wobomi bonke besicelo: ukusuka kwiprototype ukuya ekukhululweni, ukusuka kwinkxaso ukuya ekukhululweni kweenguqulelo ezintsha zesoftware.
Sinikezela ngezicelo zolawulo lophuhliso kwi-IT Guild. Imalunga nenkqubo (ubomi bophuhliso lwesoftware). Esi sisixhobo sesoftware esidibanisa iindlela ezininzi zophuhliso (umzekelo, ingxangxasi kunye nesikram) kwaye sikunceda ukuba uqhelane ngokulula nokusebenza ngazo.
Ukhuseleko lolwazi kwindawo ebonakalayo
Isizathu somntu sesona sizathu sobukho bobuthathaka kwiinkqubo ze-IT. Umzekelo unokuba kunye nomncedisi we-NASA weJira, xa umlawuli eshiya idatha malunga nabasebenzi be-arhente kunye neeprojekthi ezikhoyo esidlangalaleni. Omnye umzekelo yi-2017 Equifax hack, leyo ngenxa yokuba umbutho awuzange ufake iqhosha lokuvala ubuthathaka ngexesha.
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I-SOAR (imisebenzi yokhuseleko, i-analytics kunye nengxelo) iinkqubo zinokunciphisa impembelelo yento yomntu. Bahlalutya izisongelo zokhuseleko kwaye bavelise iingxelo ngeegrafu ezibonakalayo kunye nemizobo. Umsebenzi wabo ophambili kukunceda iingcali zenkampani ukuba zenze izigqibo ezifanelekileyo kunye nexesha.
Iinkqubo ze-SOAR isiqingatha sexesha elifunekayo lokufumanisa kunye kubuthathaka. Ke imisebenzi yoKhuseleko lweServiceNow, esibhale ngayo kuyo , yimveliso yale klasi. Ifumana ngokuzimeleyo amacandelo asemngciphekweni wesiseko se-IT kwaye ivavanya impembelelo yabo kwiinkqubo zoshishino ngokuxhomekeka kwiqondo lomngcipheko.
I-ITSM iya emafini
Kwiminyaka ezayo, imarike yeenkonzo zefu iya kuba yinxalenye ye-IT ekhula ngokukhawuleza. Ngu Gartner, ngo-2019 ukukhula kwayo kuya kuba yi-17,5%. Lo mkhwa ulandelwa ngu .
Sinikezela ngenkqubo ye-ITSM yefu kwi-IT Guild. Umahluko wayo ophambili kwinkqubo yendawo kukuba iinkampani zinokuhlawula kuphela iimpawu ezizisebenzisayo (, , kunye njl.). Izisombululo zamafu ziza kunye neetemplates ezilungiselelwe kwangaphambili kunye nezixhobo ezilungiselelwe kwangaphambili. Ngoncedo lwabo, imibutho iyakwazi ukuseta ngokukhawuleza indawo yokusebenza, idlula ubunzima obuninzi obunokubakho, kwaye ifudukele iziseko zabo ze-IT kwilifu, ixhomekeke kwiindlela ezilungileyo zoshishino.
Ilifu ITSM, umzekelo, SPLAT. Inkqubo inceda ukubeka iliso kwii-asethi ze-IT kunye nokuvavanya ukusebenza kwazo. Kwakhona kwilifu, izicelo ezivela kubasebenzisi zamkelwe kwaye ziqhutywe - inkqubo edibeneyo yezicelo zokurekhoda iye yandisa iqondo lokulawula ukuphunyezwa kwazo.
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Ulungelelwaniso lwe-ITIL 4 luyaqhubeka
Ngokungafaniyo neenguqulelo zangaphambili, i-ITIL 4 igxile kwimigaqo ephambili kunye neengcamango zolawulo lwenkonzo. Ngokukodwa, ithala leencwadi lidityaniswe neendlela eziguquguqukayo zophuhliso lwesoftware - iAgile, Lean kunye neDevOps. Inika ingqiqo malunga nokuba ezi ndlela kufuneka zisebenze kunye.
Kulo nyaka, iinkampani ezisebenzisa ithala leencwadi ukulawula i-IT ziya kuba zithatha isigqibo malunga nendlela ukuveliswa kwezinto ezintsha eziya kuzichaphazela ngayo iinkqubo zabo zoshishino. Amaxwebhu e-ITIL kufuneka ancede ngale nto, apho abaphuhlisi bazama ukwenza ukuba baqonde ngakumbi. Kwixesha elizayo, inguqu yesine iya kunceda ukulungelelanisa i-ITIL kwiindlela ezintsha: i-automation, i-DevOps practices, iinkqubo zefu.
Yintoni esibhala ngayo kwibhlog yeshishini:
umthombo: www.habr.com