Esikhathini samanje sedijithali, amabhizinisi athembele kakhulu kungqalasizinda ye-IT ukuze agcine ukusebenza kwawo futhi aqhubekisele ukukhula. I-IT Service Management (ITSM) idlala indima ebalulekile ekuqinisekiseni ukuthi izinsiza ze-IT zihambisana nezidingo zebhizinisi, ihlinzeka ngohlaka lokuletha nokuphatha izinsiza ze-IT ngendlela ethuthukisa ukusebenza kahle, ukusebenza kahle, kanye nokwaneliseka kwamakhasimende.

Iyini i-IT Service Management?

I-IT Service Management (ITSM) ibhekisela kuyo yonke imisebenzi - eqondiswa izinqubomgomo, ehlelekile futhi ehlelwe ngezinqubo nezinqubo ezisekelayo - eyenziwa yinhlangano ukuklama, ukuhlela, ukudiliva, ukusebenza, kanye nokulawula izinsizakalo zobuchwepheshe bolwazi (IT) ezinikezwayo. kumakhasimende. I-ITSM ihlose ukuvumelanisa ukulethwa kwezinsizakalo ze-IT nezidingo zebhizinisi, igcizelela izinzuzo kumakhasimende.

Ukuvela kwe-ITSM

Umqondo we-ITSM uguquke kakhulu eminyakeni edlule. Ekuqaleni, iminyango ye-IT ibibonwa njengemisebenzi yokweseka ezinhlanganweni, ezinomthwalo wemfanelo wokugcina ihadiwe nesoftware. Kodwa-ke, njengoba amabhizinisi encike kakhulu kubuchwepheshe, indima ye-IT yakhula, futhi isidingo sendlela ehlelekile yokuphatha izinsizakalo ze-IT sabonakala.

Ukwethulwa kwe-IT Infrastructure Library (ITIL) ngasekupheleni kwawo-1980 kwaphawula ingqopha-mlando ekuthuthukisweni kwe-ITSM. I-ITIL inikeze isethi yezinqubo ezihamba phambili zokuphathwa kwesevisi ye-IT, enikeza uhlaka olubanzi izinhlangano ezingaluthatha ukuze zithuthukise ukulethwa kwazo kwesevisi ye-IT. Kusukela lapho, i-ITIL iye yaba nezibuyekezo ezimbalwa, ngenguqulo yakamuva, i-ITIL 4, ebonisa indlela yesimanje ye-ITSM ehlanganisa izindlela ze-Agile, DevOps, kanye neLean.

Izingxenye ezibalulekile ze-ITSM

I-ITSM yakhelwe ezingxenyeni ezimbalwa ezibalulekile, ngayinye igxile ezicini ezihlukene zokulethwa kwezinsizakalo ze-IT nokuphathwa:

1. Isu Lesevisi

I-Service Strategy yisigaba se-ITSM esigxile ekuchazeni izinjongo zebhizinisi kanye nezidingo zamakhasimende ezizobhekwa yizinsizakalo ze-IT. Kubandakanya ukuqonda imakethe, ukuhlonza amathuba, nokuthuthukisa isu lokuletha inani kumakhasimende. Lesi sigaba siqinisekisa ukuthi izinsiza ze-IT zihambisana nakho konke ibhizinisi Isu.

2. I-Service Design

I-Service Design ihlanganisa ukudalwa nokuklanywa kwezinsizakalo ezintsha ze-IT noma ukuthuthukiswa kwalezo ezikhona. Lesi sigaba sigxile ekuklameni izinsiza ezihlangabezana nezidingo zebhizinisi zamanje nezesikhathi esizayo. Kuhlanganisa izici ezifana nokuphathwa kwezinga lesevisi, ukuphathwa kwamandla, ukuphathwa kokutholakala, nokuphathwa kokuqhubeka kwesevisi ye-IT.

3. Ukuguqulwa Kwesevisi

I-Service Transition inesibopho sokuphatha izinguquko kumasevisi e-IT, ukuqinisekisa ukuthi izinsizakalo ezintsha noma ezilungisiwe zishintshelwa ngempumelelo endaweni ephilayo. Lesi sigaba sihlanganisa ukuphathwa koshintsho, ukuphathwa kokukhishwa nokuthunyelwa, ukuqinisekiswa kwesevisi nokuhlola, nokuphathwa kokumisa. Umgomo uwukuqinisekisa ukuthi izinguquko aziphazamisi izinsiza ezikhona nokuthi ziletha inani elilindelekile.

4. Ukusebenza Kwesevisi

Ukusebenza Kwensizakalo yisigaba esigxile ekwethulweni ngempumelelo nangempumelelo kwezinsizakalo ze-IT nsuku zonke. Kuhlanganisa izinqubo ezifana nokuphathwa kwezigameko, ukuphathwa kwezinkinga, ukugcwaliswa kwesicelo, ukuphathwa komcimbi, nokuphathwa kokufinyelela. Inhloso wukuqinisekisa ukuthi izinsiza ze-IT zilethwa ngokwamazinga okuvunyelwane ngawo kanye nokuthi noma yiziphi izinkinga zixazululwa ngokushesha.

5. Ukuthuthukiswa Kwenkonzo Eqhubekayo

I-Continual Service Improvement (CSI) yisigaba esigxile ekuthuthukisweni okuqhubekayo kwezinsizakalo nezinqubo ze-IT. Kubandakanya ukuhlaziya idatha yokusebenza, ukuhlonza izindawo okufanele zithuthukiswe, nokusebenzisa izinguquko ukuze kuthuthukiswe ikhwalithi yesevisi nokusebenza kahle. I-CSI iqinisekisa ukuthi izinsiza ze-IT ziyaqhubeka nokushintsha ukuze kuhlangatshezwane nezidingo zebhizinisi ezishintshayo.

Izinzuzo ze-ITSM

Ukusebenzisa i-ITSM kunikeza izinzuzo eziningi ezinhlanganweni:

1. Ukusebenza Okuthuthukisiwe Nokukhiqiza

I-ITSM ihlinzeka ngendlela ehlelekile yokuphatha izinsizakalo ze-IT, ukunciphisa amathuba okuba namaphutha kanye nokwenza ngcono ukusebenza kahle okuphelele. Ngokumisa izinqubo nokusebenzisa izindlela ezingcono kakhulu, izinhlangano zingakwazi ukwenza lula ukusebenza kwazo kwe-IT futhi zandise umkhiqizo.

2. Ukwaneliseka Kwekhasimende Okuthuthukisiwe

Ngokuvumelanisa izinsizakalo ze-IT nezidingo zebhizinisi nokugxila ekuletheni inani kumakhasimende, i-ITSM isiza ukuthuthukisa ukwaneliseka kwamakhasimende. Isigameko esisebenzayo kanye nokuphathwa kwezinkinga kuqinisekisa ukuthi izinkinga zixazululwa ngokushesha, kunciphisa isikhathi sokuphumula kanye nokuphazamiseka kumakhasimende.

3. Ukulawulwa Okungcono Kobungozi

I-ITSM isiza izinhlangano ukuthi zilawule ubungozi obuhambisana nezinsiza ze-IT. Ngokusebenzisa ukuphathwa koshintsho oluqinile nezinqubo zokuqhubeka kwesevisi, izinhlangano zinganciphisa umthelela wezinguquko futhi ziqinisekise ukuthi izinsizakalo zihlala zitholakala noma kwenzeka kuba nokuphazamiseka.

4. Ukwenyuka Kwekhono

Izinhlaka zesimanje ze-ITSM, ezifana ne-ITIL 4, zifaka imigomo ye-Agile ne-DevOps, evumela izinhlangano ukuthi ziphendule ngokushesha ekushintsheni izidingo zebhizinisi. Lokhu kushesha okukhulayo kusiza izinhlangano ukuthi zihlale zincintisana emakethe ethuthuka ngokushesha.

5. Ukonga Izindleko

Ngokuthuthukisa izinqubo ze-IT nokuthuthukisa ukusetshenziswa kwezinsiza, i-ITSM ingaholela ekongeni kwezindleko ezibalulekile. Izinhlangano zinganciphisa ukumosha, zigweme izindleko ezingadingekile, futhi ziqinisekise ukuthi ukutshalwa kwezimali kwe-IT kuletha inani eliphezulu.

Izinselelo Ekusebenziseni I-ITSM

Nakuba izinzuzo ze-ITSM zicacile, ukukusebenzisa kungaba inselele. Ezinye izinselelo ezijwayelekile zihlanganisa:

1. Ukumelana Noshintsho

Ukusebenzisa i-ITSM kuvame ukudinga izinguquko ezibalulekile ezinqubweni ezikhona kanye nesiko lenhlangano. Ukumelana noshintsho kubasebenzi kanye nababambiqhaza kungavimba ukwamukelwa ngempumelelo kwe-ITSM.

2. Ukuxakeka

Izinhlaka ze-ITSM, ezifana ne-ITIL, zingaba yinkimbinkimbi futhi zidinga ukuqonda okujulile kwezinqubo nezinqubo ezihamba phambili. Izinhlangano zingadinga ukutshala imali ekuqeqesheni nasekuthuthukisweni ukuze zakhe ubungcweti obudingekayo.

3. Izithiyo Zezinsiza

Ukusebenzisa i-ITSM kudinga izinsiza, okuhlanganisa isikhathi, imali, nabasebenzi abanamakhono. Izinhlangano ezinezinsiza ezilinganiselwe zingase zibe nzima ukusebenzisa i-ITSM ngempumelelo.

4. Ukugcina Umfutho

Ukuthuthuka okuqhubekayo kuwumgomo oyinhloko we-ITSM, kodwa ukugcina umfutho kungaba yinselele. Izinhlangano zidinga ukuzibophezela ekuhloleni okuqhubekayo nasekuthuthukisweni ukuze zithole izinzuzo ezigcwele ze-ITSM.

Isiphetho

I-IT Service Management (ITSM) ibalulekile kumabhizinisi esimanje athembele ku-IT ukushayela imisebenzi yawo. Ngokuhlinzeka ngohlaka oluhlelekile lokuletha nokuphatha izinsiza ze-IT, i-ITSM isiza izinhlangano ukuthi zithuthukise ukusebenza kahle, zithuthukise ukwaneliseka kwamakhasimende, zilawule ubungozi, futhi zizuze ukonga izindleko. Nakuba ukusebenzisa i-ITSM kungase kube inselele, izinzuzo ezinikezayo zikwenza kube ukutshalwa kwezimali okuzuzisayo kunoma iyiphi inhlangano efuna ukuthuthukisa ukulethwa kwayo kwesevisi ye-IT futhi ihlale inokuncintisana enkathini yedijithali.

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