Ake sikhulume ngemisebenzi emithathu i-ITSM engasiza ukuyixazulula: ukuphathwa kwentuthuko, ukuvikelwa kwedatha, nokwenza kahle kwezinqubo ngaphandle kweminyango ye-IT.
Umthombo: Unsplash / Isithombe:
Ukuphathwa Kokuthuthukiswa Kwesoftware
Izinkampani eziningi zisebenzisa izindlela eziguquguqukayo ezifana neScrum. Ngisho nonjiniyela bakwa-Axelos abathuthukisa indlela ye-ITIL bayayisebenzisa. I-sprints yamaviki amane isiza iqembu ukuthi lilandelele inqubekelaphambili futhi lihlukanise izinsiza zabantu ngobuhlakani. Kepha izinhlangano eziningi zibhekene nobunzima ekuguqukeleni ekubeni zishesha. Iqiniso liwukuthi ngaphandle kokulungiswa okukhulu kokuhamba komsebenzi, ama-sprints nezinye izingxenye zezindlela ze-agile azisebenzi noma azikho nhlobo. Kulapho i-ITSM isiza khona, futhi ikakhulukazi izinhlelo zokuphatha ukuthuthukiswa kwesoftware.
Banikeza ithuba lokulawula kangcono umjikelezo wempilo ogcwele wohlelo lokusebenza: kusuka ku-prototype kuye ekukhululweni, kusukela ekusekelweni kuya ekukhishweni kwezibuyekezo. Izinsizakalo ze-SDLC (Software Development Lifecycle) zingakusiza ukuphatha ukuthuthukiswa kwesofthiwe. Amathuluzi anjalo e-software akuvumela ukuthi uhlanganise izindlela zokuthuthukisa ezimbalwa ngesikhathi esisodwa (sisho, impophoma kanye nesikram) futhi wenze kube lula ukuzijwayeza kwabasebenzi lapho befuduka beshesha. Amapulatifomu enza kube nokwenzeka ukubamba imihlangano yansuku zonke futhi kuxoxwe ngomsebenzi ohleliwe. Ungaphinda ulondoloze ukusilela emuva komkhiqizo lapha.
Isibonelo, ithuluzi le-SDLC lisetshenziswa omunye wabahlinzeki belotho abakhulu e-Australia. Uhlelo lusiza abathuthukisi benkampani ukuphatha ishejuli yabo futhi baqaphe ukuqedwa kwemisebenzi ehlukene engaphezu kuka-400.
Ukuvikelwa kolwazi lomuntu siqu
Kulo nyaka, abalawuli baseYurophu Inhlawulo yama-euro ayizinkulungwane ezingama-200 yabekwa enkampanini yefenisha yaseDenmark. Ayizange isuse ngokushesha idatha yomuntu siqu yamakhasimende acishe abe yizinkulungwane ezingamakhulu amane - ngokusho kwe-GDPR, yabo isikhathi esingaphezu kwesidingekayo ngezinjongo zokucubungula. Kuhle ngokwephula okufanayo kwenye yezinsizakalo zokukhokha zaseLithuania - inani laba ngama-euro ayizinkulungwane ezingama-61.
I-ITSM, okuyisevisi ye-IT Infrastructure Management (ITOM), izokusiza ukuthi ugweme amaphutha anjalo futhi uthuthukise izinqubo zomsebenzi. Ngosizo lwayo, inkampani ingathumela futhi igcwalise isizindalwazi sokuphatha ukucushwa kwangokwezifiso (CMDB). Ikuvumela ukuthi ulandelele ubudlelwano phakathi kwezingxenye zengqalasizinda ngazinye. Lokhu kwenza kube lula ukuthola amaphutha ezinqubweni zebhizinisi nokuqapha ukuthi idatha egcinwe isetshenziswa kanjani.
Umthombo: Unsplash / Isithombe:
I-ITOM isivele isetshenziswa inani elikhulu lezinhlangano. Isibonelo kungaba Izinkonzo Zendali ze-KAR. Le nkampani isungule i-CMDB - idlala indima yomthombo owodwa wolwazi mayelana nayo yonke imicimbi ehlobene nengqalasizinda ye-IT kanye nedatha enolwazi mayelana nabathengi nabathengisi bezimoto. Isizindalwazi sokuphathwa kokucushwa siphinde sasiza ukwenza lula ukuhamba komsebenzi kwesinye sezindiza zaseToronto. Isiza ukuqapha ukusebenza kwezinhlelo zolwazi ezinesibopho sokusebenza kwezibali zokungena kwabagibeli nemibhoshongo yokulawula.
Ukuthuthukisa izinqubo zebhizinisi ngaphandle kwe-IT
Ekuqaleni, izinqubo ze-ITSM zazisetshenziselwa ukuphatha ingqalasizinda ye-IT yenhlangano. Nokho, zanda ngokushesha zadlula iminyango yezobuchwepheshe. Isibonelo, kunezimo lapho iplathifomu ye-ServiceNow automation yayisetshenziselwa khona .
Indlela yokusebenza ye-ITSM nayo isetshenziswa ngenkuthalo kumalabhorethri esayensi nasezimbonini ezinkulu. Isibonelo, izinqubo ze-ITSM zisetshenziswa e-CERN. Ngosizo lwabo, i-laboratory ixazulula izinkinga ze-logistics kanye nokuvikelwa komlilo, iqapha isimo sezakhiwo nezakhiwo, kanye nezindlela namapaki endaweni yawo. Kunamacala afanayo eRussia - enye yezitshalo ezinkulu zokwakha umshini isebenzisa indlela ye-ITSM. Ezinyangeni eziyisithupha ezedlule, ochwepheshe bazenzela izinqubo zokuphatha izigameko ngaphakathi kwebhizinisi futhi bahlela iDeski Lesevisi.
Umthombo: Unsplash / Isithombe:
Ngokocwaningo lwangonyaka odlule (), lapho abahlaziyi behlola abameleli bamakhulu ambalwa okuqala kanye nezinhlangano ezinkulu, i-52% yezinkampani zisebenzisa i-ITSM ngaphandle kweminyango ye-IT, kusukela ku-38% eminyakeni emihlanu edlule. Ochwepheshe babikezela ukuthi uma lo mkhuba uqhubeka nokukhula, esikhathini esizayo esiseduze inhlanganisela yezinhlamvu "IT" ingase iphele ngokuphelele egameni elithi ITSM.
Yini enye ongayifunda esihlokweni sikaHabre:
Source: www.habr.com