Intshayelelo ye-ITSM: I-10 habratopics kunye nezixhobo zeengcali "zokucwiliswa ngokukhawuleza" kwisihloko

Ezi zixhobo eziza kukunceda uqonde iintsingiselo kunye nezixhobo ze-ITSM.

/unsplash/ Intloko

Iindlela ezintlanu eziphambili ze-ITSM zalo nyaka. I-habrapost yethu, esiyibhalileyo kungekudala kakhulu (emva kwekhefu elifutshane lokupapashwa kwibhlog yethu kuHabr). Sithetha ngezisombululo ezixhasa iinkqubo ezifana nee-chatbots; malunga nophuhliso oluzenzekelayo, ukhuseleko lolwazi kunye nezixhobo ze-ITSM zefu. Esi sixhobo siya kukunceda ngokukhawuleza ungene kwisihloko kwaye ugubungele iindawo eziphambili ezijongene neengcali ze-ITSM.

ITSM “rhoqo nakuyo yonke indawo”. Izisombululo ze-ITSM ziinkqubo eziguquguqukayo ezidityaniswe namaqonga abasebenzisi adumileyo. Kodwa ziinkokeli zeli candelo kuphela ezinokufikelela kweli nqanaba loncedo. Yile nto siza kuthetha ngayo - amandla e-ServiceNow eyahlula eli qonga kwinani labakhuphisana nabo.

Izicelo ezibhiliyoni ezingama-25 ngeyure: Isiseko sedatha yeServiceNow. Siyakuxelela indlela esebenza ngayo iServiceNow "ngama-85 amawaka edathabheyisi kwihlabathi liphela." Uya kufunda ukuba kutheni i-ServiceNow isebenzisa i-MariaDB, yeyiphi i-architecture ye-multi-instance, kwaye zeziphi iingxaki kunye nobunzima obufihliweyo obudibana nayo kwinkqubo yophuhliso lwemveliso. Ukongeza, makhe sithethe ngezicwangciso zexesha elizayo ezabelwana ngazo ziingcali zeServiceNow.

Uncedo: Yintoni uLawulo lweAsethi (ITAM). Kwiblogi yethu kwiwebhusayithi ye-IT Guild, sibhala kakhulu malunga nendlela yokuqonda imigaqo kunye nezixhobo kwintsimi yokulawula i-IT kunye neenkqubo zoshishino. Kulo mbandela, sichaza ngamagama alula ukuba yintoni ingundoqo yolawulo lwe-asethi ye-IT - yintoni efakwe kwingcamango "ye-asethi", indlela uphicotho lwe-IT lwenziwa ngayo, yiyiphi imigaqo kunye neengcebiso ezisisiseko ezisebenza apha. Le yenye imathiriyeli yokuntywila ngokukhawuleza.

/unsplash/ Zan Ilic

Kutheni ishishini elincinci naphakathi lifuna inkqubo ye-ITSM yelifu?. Sixoxa ngemeko kunye nezisombululo zesiseko kwaye, ngamagama alula, sithethe ngeenzuzo zeenkqubo zamafu xa kuthelekiswa nazo. Sithetha ngemigaqo efana nokusebenza, ixesha lokuphunyezwa, iindleko zokusebenza, ukulungela ukulinganisa, ukuthembeka kunye nokulula kokusetyenziswa.

Isalathiso: yintoni i-ITOM enokuyenza kwaye kutheni ifuneka. I-habrapost yethu elandelayo, apho sichaza ukuba yeyiphi imimandla ye-IT Operations Management ejongene nayo; oko kunika iinkampani ekusebenzeni - sinika iimeko ze-telecoms, imidiya kunye nemibutho yenkonzo. Ngendlela, kwiblogi kwiwebhusayithi ye-IT Guild esithethe ngayo ulawulo lomsitho ngoncedo InkonzoNgoku ITOM и ukuqokelela ulwazi malunga neziseko zophuhliso ngoncedo Imodyuli yokuFumana.

Imisebenzi yoKhuseleko: uKhuseleko lwe-Cyber ​​​​Treat kwi-ServiceNow. Siyaqhubeka sithetha ngezakhono zeServiceNow, kodwa ngeli xesha sibuyela kwibhlog yethu kuHabré. Kwimathiriyeli sithetha ngemisebenzi kwintsimi yokhuseleko lolwazi kunye nemisebenzi ehambelanayo yeqonga: ukusebenza kunye neziganeko, ukuPhendula kweVulnerability kunye ne-Treat Intelligence. Sinika imizekelo yeenkampani esele ziphumeze iMisebenzi yoKhuseleko, kwaye siqwalasele iimodyuli zokhuseleko zolwazi olongezelelweyo ezibonelelwa ngumthengisi.

Iimfihlo zeServiceNow eziza kwenza umsebenzi wakho ube lula kwaye ukhawuleze. UPaul Hardy, iGosa eliyiNtloko lokuTshintsha kwi-ServiceNow, uthi:Itekhnoloji ifanele incede abasebenzi, hayi indawo yabo." Ukukhokelwa ngulo mbono, silungiselele izinto ezimbini zokuphonononga - malunga iihacks zobomi ngokusebenza neServiceNow kunye nesihloko Ulawulo lweNkonzo yabaThengi. Injongo yesibini kukunceda ukuqonda ulawulo lwenkonzo (inxalenye ye-ServiceNow suite yezicelo zolawulo lwenkonzo) kunye neemodyuli ezifana ne-Intelligent routing, i-agent intelligence, i-omni channel kunye ne-self-service portal.

/Wikimedia/ Anthony DeLorenzo / CC

"Ngokusekelwe kwiimpazamo zabanye abantu": oko kufuneka ukwazi ukuphunyezwa ngempumelelo kweDesika yeNkonzo. Kulo mbandela, sizame ukuqokelela iimpazamo eziqhelekileyo xa siphumeza inkonzo yeDesika yeNkonzo. Siyathemba ukuba amava abo baye "betha amaqhuma" aya kunceda ukuphepha zombini i-banal kunye nokususwa ngokulula kunye neengxaki ezinzulu. Siyakuxelela ukuba kutheni ukuphunyezwa okukodwa kungelona qhinga lilungileyo; sixoxa “ngemfazwe nabasebenzi,” ukusasazwa komsebenzi kunye negunya. Kwinqaku ngalinye kula sibonelela ngeengcebiso ezilungiselelwe ukwandisa ukusebenza kakuhle kokuphunyezwa kweDesika yeNkonzo.

Kutheni i-Agile ingasebenzi kwaye yenza ntoni ngayo. Le yenye yezona zinto zidumileyo kwibhlog yethu kwiHabré. Apha, njengakwimathiriyeli engentla, sihlalutya iindlela ezingaphumelelanga zokuphumeza iindlela zophuhliso eziguquguqukayo. Sichaza ukuba kutheni i-Agile "ingasebenzi" ngenxa yeengxaki zokunxibelelana, ukuhanjiswa kweendima kwiqela kunye notshintsho kwindlela eqhelekileyo yokuvavanya ukusebenza kweenkqubo zomsebenzi. Ukongeza, sizama ukubonisa ukuba eyona nto iphambili kuyo nayiphi na iprojekthi ngabantu, kwaye hayi indlela ye-hype ethethwa ngumntu wonke.

Ezinye iidigestion zethu kuHabré:

• I-ITSM digest: Izinto ezingama-20 zokuphucula iinkqubo ze-IT
• Izinto ezingama-25 malunga ne-ITSM, ukuphathwa kweziganeko kunye nophuhliso lwenkqubo yeshishini
• Iqonga leServiceNow: ukhetho lwethematika lwezixhobo zabaqalayo

umthombo: www.habr.com