Ukukhula okusheshayo kokubaluleka kobuchwepheshe bolwazi ebhizinisini kudinga ukunakwa okwengeziwe kwenhlangano kanye nokuqaliswa kokuhlinzekwa kwezinsizakalo ze-IT. Namuhla, ubuchwepheshe bolwazi abusetshenziselwa kuphela ukuxazulula izinkinga zendawo enhlanganweni, futhi bahileleke ekuthuthukiseni isu lebhizinisi layo. Ukubaluleka kwale misebenzi kudinga ukuthuthukiswa kwendlela entsha ngokuyisisekelo enkingeni yokuhlela ulwazi oluqoqiwe ngendlela ehlelekile. Ngalezi zinhloso, ilabhulali ye-ITIL yakhiwe ukuze ichaze imikhuba engcono kakhulu yokuhlinzeka ngezinsizakalo ze-IT. Ngakho-ke, ochwepheshe be-IT bakwazi ukusebenzisa izindlela ezingcono kakhulu emsebenzini wabo, benza ngcono izinga lokulethwa kwezinsizakalo.
Kungani uyidinga?
Njalo ngonyaka, ubuchwepheshe bolwazi (IT) budlala indima ebalulekile ebhizinisini. I-IT ivumela inhlangano ukuthi ikwazi ukuncintisana ngoba inikeza amathuluzi asiza ukuqoqa, ukucubungula, ukugcina kanye nokuhlaziya inani elikhulu lolwazi ukuze kuqhutshekwe kuthathwa izinqumo zebhizinisi. Lezo zinkampani ezinomyalo ongcono wobuchwepheshe bolwazi zibonisa imiphumela engcono, njengoba zinenzuzo yokuncintisana ngendlela yethuluzi elizivumela ukuthi zisebenzise idatha ekhona ukuze kwandiswe izinzuzo. Ngakho-ke, i-IT iyindlela yokuthuthukisa ukusebenza kahle kwayo yonke inhlangano.
Emashumini ambalwa eminyaka manje, ukwaziswa kwebhizinisi kubambe indima ebaluleke kakhulu ekusebenzeni kahle kwezinkampani. Ezigabeni ezihlukene zokuba khona kwe-IT, kwenziwa imizamo eminingi yokuyisebenzisa ezinqubweni zebhizinisi, futhi akuzona zonke eziphumelele. Ngakho-ke, kwavela isidingo sokuqongelela ulwazi lomhlaba wonke ekusebenziseni i-IT ekwenzeni ibhizinisi, okwagcina kusetshenziswe ngendlela yomtapo wezincwadi we-ITIL oqukethe indlela yokuphatha nokuthuthukisa izinqubo zebhizinisi ezihlobene ngandlela thize ne-IT. Umtapo wezincwadi we-ITIL ungasetshenziswa kokubili yizinkampani ezihlinzeka ngezinsizakalo ze-IT kanye neminyango ngayinye yezinye izinkampani ezihlinzeka ngezinsizakalo ze-IT kuyo yonke inhlangano. Imihlahlandlela ye-ITIL isetshenziswa ngendlela enjalo yokuphatha nokuhlela izinsiza ze-IT njenge-ITSM.
Yini i-ITIL
Umtapo wolwazi wengqalasizinda ye-IT (umtapo wezincwadi we-ITIL) noma Ilabhulali Yengqalasizinda Yolwazi iwuchungechunge lwezincwadi ezihlinzeka ngeqoqo lemihlahlandlela yokuphatha, ukulungisa amaphutha, kanye nokuthuthukisa ngokuqhubekayo izinqubo zebhizinisi ezihlobene ne-IT.
Uhlelo lokuqala lomtapo wolwazi, olwethulwe nguhulumeni waseBrithani, lwadalwa ngo-1986-1989, futhi lwaqala ukushicilelwa ngo-1992, kanti inguqulo yakamuva, yesithathu, i-ITIL V3, yakhululwa ngo-2007. Uhlelo lwakamuva lomtapo wolwazi, olwanyatheliswa ngo-2011, luqukethe imiqulu emi-5. Ekuqaleni kuka-2019, kwakhululwa i-harbinger yenguqulo yesine yomtapo wezincwadi we-V4, inguqulo ephelele u-AXELOS kanjiniyela azokhipha cishe ngonyaka.
Isakhiwo nokuqukethwe komtapo wezincwadi we-ITIL
Lapho kuthuthukiswa uhlelo lwesithathu, kusetshenziswe indlela entsha yokwakhiwa kokuqukethwe kwayo, okuthiwa "umjikelezo wokuphila kwenkonzo". Ingqikithi yayo ukuthi umthamo ngamunye womtapo wolwazi ugxile esigabeni esithile βsomjikelezo wokuphilaβ. Njengoba kunezigaba ezinhlanu zalo mjikelezo ngokusho komtapo wezincwadi we-ITIL, kukhona nezincwadi ezinhlanu eziqukethwe:
- Isu Lesevisi;
- I-Service Design;
- Uguquko Lwesevisi;
- Ukusebenza kwesevisi;
- Ukuthuthukiswa Kwesevisi Eqhubekayo.
Isigaba sokuqala Sesu Lensiza sisiza ibhizinisi ukuthi liqonde ukuthi obani izithameli eziqondiswe kubo, yiziphi izidingo zabo, futhi ngalokho iziphi izinsizakalo abazidingayo, yiziphi izinto ezidingekayo zokuhlinzeka ngalezi zinsizakalo, ukuthuthukisa izidingo zokuqaliswa kwazo. Futhi, njengengxenye Yesu Lesevisi, umsebenzi ulungiswa njalo ukuze kuqondwe ukuthi intengo yesevisi ihambisana yini nenani iklayenti elingayithola kule sevisi.
Okulandelayo kuza isigaba se-Service Design, esiqinisekisa ukuthi isevisi ihlangabezana ngokugcwele nokulindelwe yikhasimende.
Isigaba Sokuguqulwa Kwesevisi sinesibopho sokukhiqiza kanye nokuqaliswa ngempumelelo kwesevisi edingwa yikhasimende. Kuleli zinga, ukuhlolwa, ukulawulwa kwekhwalithi, ukuthengiswa kwemikhiqizo, njll. kwenzeka.
Lokhu kulandelwa UkuSebenza Kwezinkonzo, lapho ukukhiqizwa kwezinsizakalo kwenzeka ngendlela ehlelekile, umsebenzi wensizakalo yokusekela ukuxazulula izinkinga zendawo, kanye nokuqoqwa kwedathabheyisi yezinkinga ezifanayo ukuze kuqhutshekwe nokuthuthukisa izinga lokuhlinzekwa kwezinsizakalo.
Isigaba sokugcina esokuThuthukiswa Kwesevisi Eqhubekayo, esibhekele izinguquko kanye nentuthuko kuzo zonke izigaba zokukhiqizwa kwesevisi kanye nokusebenza kahle kwazo zonke izinqubo zenhlangano.
Lezi zigaba ezinhlanu ziwuhlaka lwamathambo esakhiwo somjikelezo wempilo yesevisi, imiqondo ebalulekile engasetshenziswa kumtapo wezincwadi we-ITIL.
Isigaba ngasinye (ngakho-ke incwadi) sihlanganisa isici esihlukile sokuphathwa kwebhizinisi. Izibonelo zifaka: ukuphathwa kwesidingo, ukuphathwa kwezimali emkhakheni wezinsizakalo ze-IT, ukuphathwa kwempahla nokunye okuningi.
Izimiso zokusebenzisa umtapo wezincwadi we-ITIL
Njengoba i-ITIL ingenye yamaphuzu abalulekile lapho usebenzisa indlela efana ne-ITSM ekuphathweni kwebhizinisi, izimiso eziyisisekelo zokusebenzisa umtapo wolwazi zilandela kufilosofi ye-ITSM. Umqondo oyinhloko wendlela ye-ITSM wukushintsha ukugxila kubuchwepheshe kuye ezinsizeni ezihlinzekiwe. Indlela ye-ITSM iphakamisa ukuthi esikhundleni sobuchwepheshe, inhlangano kufanele igxile kumakhasimende kanye nezinsizakalo. Ngakho-ke, ibhizinisi lidinga ukugxila ekutheni yimaphi amakhono nemiphumela yobuchwepheshe enganikeza ikhasimende, yiliphi inani ibhizinisi elingalenza, nokuthi ibhizinisi lingathuthuka kanjani.
Izimiso eziyishumi ezibalulekile, ezithathwe ku-ITIL Practitioner Guidance ka-Kaimar Karu nabanye abathuthukisi belabhulali, zibalwe ngezansi:
- Gxila kumagugu;
- Idizayini yokuzijwayeza;
- Qala lapho ukhona manje;
- Sondela emsebenzini wakho ngokuphelele;
- Qhubekela phambili ngokuphindaphindiwe;
- Qaphela izinqubo ngokuqondile;
- Yiba obala;
- Xhumana;
- Isimiso esiyinhloko: ubulula;
- Sebenzisa lezi zimiso.
Singaphetha ngokuthi lezi zimiso, ukhiye we-ITIL, ngendlela eyodwa noma enye ingasetshenziswa kwezinye izindlela nezindlela zokuphatha ibhizinisi, ukuthuthukiswa komkhiqizo, njll. (I-Lean, ishesha nokunye), okuqinisekisa kuphela ukuthi lezi zimiso ziyasebenza. Njengoba umtapo wezincwadi we-ITIL uqukethe isipiliyoni seminyaka eminingi evela ezinhlanganweni eziningi, lezi zimiso ziye zaba yisisekelo sokusebenza ngempumelelo kwebhizinisi.
Ngenxa yokuthi lezi zimiso aziqondile ngokuqondile, zinekhwalithi yokuguquguquka njengethuluzi. Enye yemibono eyinhloko lapho usebenza ne-ITIL imi kanje: βYamukela futhi uzivumelanise nezimo,β okungukuthi, βYamukela futhi uzivumelanise nezimo.β
βI-Adoptβ ibhekisela ekwamukelweni kwebhizinisi kwefilosofi ye-ITIL, ukuguqula ukugxila kumakhasimende nakumasevisi. Ithesis ethi "Adapt" ibandakanya ngokucabangela ukusebenzisa imikhuba engcono kakhulu ye-ITIL nokuzivumelanisa nezidingo zebhizinisi elithile.
Ngakho-ke, ukunamathela endleleni ehambisana ne-ITIL kusetshenziswa imihlahlandlela yelabhulali kungashintshwa futhi kuthuthukise kakhulu izinqubo ezihlukahlukene zenhlangano.
Ngakho, iziphetho
I-ITIL ithatha indlela entsha yokuthuthukisa nokuletha izinsiza ze-IT ezibheka wonke umjikelezo wempilo yesevisi ye-IT. Le ndlela ehlelekile yokuphatha isevisi ye-IT ivumela ibhizinisi ukuthi lisebenzise kangcono amathuba anikezwa umtapo wezincwadi we-ITIL: ukuphatha izingozi, ukuthuthukisa umkhiqizo, ukuthuthukisa ubudlelwano bamakhasimende, ukuthuthukisa izindleko, ukusheshisa izinqubo, ukwandisa inani lezinsizakalo, ngenxa umklamo onekhono wendawo ye-IT.
Njengoba izimo zebhizinisi zishintsha njalo, umtapo wezincwadi we-ITIL kufanele nawo ushintshe futhi uthuthuke ukuze uhlangabezane kangcono nazo zonke izimfuno izwe lanamuhla elizibeka phambili. Inguqulo entsha yomtapo wezincwadi we-ITIL ihlelelwe ukukhishwa ekuqaleni kuka-2019, futhi ukusebenzisa imihlahlandlela yayo kuzobonisa ukuthi ibhizinisi nezinqubo zalo kuzothuthukela ngakuphi.
Izincwadi
Cartlidge A., Chakravarthy J., Rudd C., Sowerby JA Operational Support and Analysis ITIL Intermediate Capability Handbook. β London, TSO, 2013. β 179 p.
I-Karu K. ITIL Practitioner Guidance. - London, TSO, 2016. - 434 p.
Source: www.habr.com