Sikhuluma ngezikhombisi-ndlela lapho i-ITSM ithuthuka khona ngo-2019.
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Ama-Chatbots
Ukuzenzakalela konga isikhathi, imali kanye nezinsiza zabantu. Enye yezindawo ezithembisa kakhulu zokuzenzakalela ukwesekwa kobuchwepheshe.
Izinkampani zethula ama-chatbot athatha ingxenye yomsebenzi wochwepheshe bosekelo futhi anikeze izimpendulo emibuzweni evame kakhulu. Amasistimu athuthukile ayakwazi ukuhlaziya ukuziphatha kwamakhasimende avame ukuxhumana nezinsizakalo zokusekela futhi avumelane nezixazululo esezilungile.
Izinkampani eziningi eziningi zenza imikhiqizo efanayo. Isibonelo, i-ServiceNow. Esinye sezixazululo si - isebenzisa amandla e-IBM Watson supercomputer ukuze kuqashelwe inkulumo. I-ejenti idala ngokuzenzakalelayo amathikithi ngokusekelwe ezicelweni zabasebenzisi, ihlola izimo zabo futhi isebenze ne-CMDB - isizindalwazi sezingxenye zengqalasizinda ye-IT. I-ServiceNow chatbot eNyuvesi yase-Alberta - emasontweni amabili uhlelo lufunde ukucubungula i-30% yezicelo ezingenayo (izinhlelo zokwandisa ivolumu ku-80%).
I-Gartner ukuthi ngonyaka ozayo, ingxenye yesine yezinhlangano zomhlaba wonke izosebenzisa abasizi ababonakalayo njengomugqa wabo wokuqala wokusekelwa kwezobuchwepheshe. Le nombolo izophinda ifake izikhungo zikahulumeni ezihlomula kuma-chatbot (I-PDF, ikhasi 3). Kodwa indaba ngeke ikhawulelwe kulokhu - yonke i-spectrum izovela .
Ukuthuthukiswa okuzenzakalelayo
Izindlela ze-Agile azintsha, futhi izinkampani eziningi zizisebenzisa ngempumelelo. Kodwa-ke, ngaphandle kokulungiswa okukhulu kokuhamba komsebenzi, imihlangano, ama-sprints, nezinye izingxenye ezisheshayo ziphela. : Kuba nzima kakhulu kubasebenzi ukuqapha ukuqhubeka kwentuthuko, okudonsela phansi ukusebenza kahle kwayo yonke inqubo.
Yilapho izinhlelo zokuphatha ukuthuthukiswa kwesofthiwe zisiza khona - enye inkambiso kulo nyaka. Zikuvumela ukuthi ulawule umjikelezo wokuphila wonke wohlelo lokusebenza: kusuka ku-prototype kuye ekukhululweni, kusukela ekusekelweni kuya ekukhishweni kwezinguqulo zesofthiwe entsha.
Sinikezela ngezicelo zokuphatha ukuthuthukiswa kwa-IT Guild. Imayelana nohlelo (umjikelezo wokuphila wokuthuthukisa isoftware). Leli ithuluzi lesofthiwe elihlanganisa izindlela zokuthuthukisa ezimbalwa (isibonelo, i-waterfall nesikram) futhi likusiza ukuthi ujwayelane kalula nokusebenza ngazo.
Ukuvikeleka kolwazi endaweni ebonakalayo
Isici somuntu siyisizathu esikhulu sokuba khona kobuthakathaka ezinhlelweni ze-IT. Isibonelo kungaba ngeseva ye-Jira ye-NASA, lapho umlawuli eshiya idatha emayelana nabasebenzi bale nhlangano namaphrojekthi atholakala esidlangalaleni. Esinye isibonelo yi-Hack Equifax ka-2017, okuyinto ngenxa yokuthi inhlangano ayizange ifake isichibi sokuvala ukuba sengozini ngesikhathi.
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I-SOAR (imisebenzi yezokuphepha, ukuhlaziya kanye nokubika) izinhlelo zinganciphisa umthelela wesici somuntu. Bahlaziya izinsongo zokuphepha futhi bakhiqize imibiko ngamagrafu abonakalayo nemidwebo. Umsebenzi wabo oyinhloko ukusiza ochwepheshe benkampani ukuthi benze izinqumo eziphumelelayo nezifike ngesikhathi.
Amasistimu we-SOAR uhhafu wesikhathi esidingekayo ukuze uthole futhi ngobuthakathaka. Ngakho-ke i-ServiceNow Security Operations, esibhale ngayo kuyo , iwumkhiqizo waleli klasi. Ithola ngokuzimela izingxenye ezisengozini yengqalasizinda ye-IT futhi ihlole umthelela wazo ezinqubweni zebhizinisi kuye ngezinga lobungozi.
I-ITSM iya emafini
Eminyakeni ezayo, imakethe yezinsizakalo zamafu izoba ingxenye ye-IT ekhula ngokushesha. Ngu Gartner, ngo-2019 ukukhula kwayo kuzoba ngu-17,5%. Lo mkhuba ulandelwa .
Sinikeza uhlelo lwe-ITSM lwamafu e-IT Guild. Umehluko wayo omkhulu ohlelweni lwendawo ukuthi izinkampani zingakhokhela kuphela izici ezizisebenzisayo (, , futhi njll.). Izixazululo zamafu ziza nezifanekiso ezilungiselelwe ngaphambilini namathuluzi alungiselelwe ngaphambili. Ngosizo lwazo, izinhlangano ziyakwazi ukumisa ngokushesha indawo yokusebenza, zidlule ubunzima obuningi obungase zibe khona, futhi zithuthele ingqalasizinda yazo ye-IT efwini, zithembele emikhubeni ehamba phambili yomkhakha.
Cloud ITSM, isibonelo, SPLAT. Uhlelo lusiza ukuqapha amafa e-IT nokuhlola ukusebenza kwawo. Izicelo ezisuka kubasebenzisi nazo ziyamukelwa futhi zicutshungulwe emafini - isistimu ehlanganisiwe yezicelo zokurekhoda inyuse izinga lokulawula ukusetshenziswa kwazo.
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Ukulungiswa kwe-ITIL 4 kuyaqhubeka
Ngokungafani nezinguqulo zangaphambilini, i-ITIL 4 igxile ezimisweni eziyinhloko nemiqondo yokuphathwa kwesevisi. Ikakhulukazi, umtapo wolwazi wahlanganiswa nezindlela eziguquguqukayo zokuthuthukisa isoftware - i-Agile, Lean ne-DevOps. Inikeza ukuqonda kokuthi lezi zindlela kufanele zisebenzisane kanjani.
Kulo nyaka, izinkampani ezisebenzisa umtapo wolwazi ukuphatha i-IT zizobe zinquma ukuthi ukuqanjwa okusha kuzothinta kanjani izinqubo zazo zebhizinisi. Imibhalo ye-ITIL kufanele isize ngalokhu, abathuthukisi abazame ukukwenza kucace kakhudlwana. Ngokuzayo, inguqulo yesine izosiza ukulungisa i-ITIL kumathrendi amasha: i-automation, imikhuba ye-DevOps, izinhlelo zamafu.
Esibhala ngakho kubhulogi yebhizinisi:
Source: www.habr.com