Ukuxoxisana: Ochwepheshe be-HP kuValue ye-ITSM KPIs

Abaholi bemboni u-Michael Pott no-Richard Hawes bazobe bethula i-webinar engqungqutheleni yozakwethu ye-BrightTALK ye-IT Monitoring and Metrics ngoJulayi 16-17. Sihlangane nezikhulumi ezimbili ezivela kwa-HP ukuze sithole ulwazi olukhethekile mayelana neseshini yazo futhi sikhethe ubuchopho bazo futhi sithole ukuthi kungani bekholelwa ukuthi amamethrikhi abalulekile kuqhinga lebhizinisi lanoma yimuphi uchwepheshe wezobuchwepheshe.

1) Sicela usinikeze isifinyezo esifushane se-webinar yakho nokuthi ababukeli bangalindela ukufundani kuyo:

Abaphathi be-IT bebelokhu bebona ukuzuza komkhiqizo njengomphumela wokuqalisa Ukuphathwa Kwesevisi amathuluzi wamathuluzi kepha ukuthola kunzima ukudlulisa inani abalinikezayo kulo lonke ibhizinisi. Ukubikwa Kokuphathwa Kwensizakalo kuvame ukugxila kwimigomo nezinyathelo ze-IT futhi kuqondaniswe nokuthi ngezinhloso zebhizinisi kushiyelwa ezinkambisweni zokubika ezenziwa ngezandla. Kule webinar sizokhuluma ngokulinganisa okuhambisana nebhizinisi lokuphathwa kwezinsizakalo. Sizobheka ukuthi ungalusebenzisa kanjani imininingwane esivele ifakwe ku- ITSM amasistimu afana netafula losizo, kepha futhi nasekuphathweni kwempahla, ekuqapheni, ekuphathweni kwekhwalithi yohlelo nakwamanye amathuluzi.

2) Ukholelwa ukuthi yiziphi izinkinga eziyinhloko ochwepheshe be-IT abanazo uma kukhulunywa ngokukhetha amamethrikhi afanele okuzocatshangelwa?

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  Amamethrikhi ahlinzekwa ngokuzenzakalela kusuka ezinhlelweni ze-ITSM ajwayele ukugxila ku-IT angagxili ebhizinisini

• Kunezinhlaka namazinga amaningi (I-ITIL, I-COBIT njll.) ezinikeza imihlahlandlela kepha zimbalwa ezinikezela ngezeluleko ezisebenzayo zokusebenzisa imethrikhi.
• Ukusebenzisa ukukala kwemethrikhi nokuphathwa esikhathini esedlule bekuyinqubo ebhukwana kakhulu - ikakhulukazi ekufinyeleleni idatha ibe ngumbono webhizinisi

3) Abasebenzi be-ITSM bangawasebenzisa kanjani amamethrikhi ukuze kuzuze umsebenzisi wokugcina?

Abasebenzi be-ITSM badinga ukucabangela ukuthi amamethrikhi azuzisa kanjani umsebenzisi wokugcina ngokuya ngabasebenzisi bezinsizakalo zabo, labo ababandakanyeka ekuphatheni izinsizakalo ezifana nabanikazi besevisi, nalabo abahlinzeka ngezimali zokutshala izimali ezifana nabaphathi bebhizinisi. Ngakho-ke amamethrikhi ezinzuzo anganikeza kukho konke lokhu yilezi:

• Umbono womsebenzisi wokugcina:

o    Abasebenzisi bokugcina kunganikezwa imibiko kanye nokuqonda ngaphakathi I-KPIs ngentshisekelo kubo ngqo ngemininingwane eyingqayizivele njengokusebenza okuhlobene nentengo yokulethwa

Abasebenzisi bokugcina bangafuna ukubona imininingwane maqondana nokusetshenziswa kwabo kwezinsizakalo ngendlela engabasiza ukuthi banqume ukuthi bangaziguqula yini izindlela zokuziphatha ukuze bathuthukise amazinga ezinsizakalo, banciphise izindleko kubo njll.

• Umphathi we-IT Nokubheka Komnikazi Wensizakalo:

Baningi abantu abangazuza ngokusebenza amamethrikhi wokusebenza kepha akubona abasebenzisi bamathuluzi we-ITSM noma abafinyelela kumathuluzi kepha babona kuphela enye idatha. Isibonelo, umnikazi wesevisi angabona ulwazi mayelana nensizakalo yakhe kudeski losizo lwendawo kodwa hhayi kwamanye amadeski okusiza emhlabeni jikelele. Ithuluzi le-analytics lingadonsa idatha kusuka ezimweni eziningi zamathuluzi we-ITSM ukuhlinzeka isithombe esikhudlwana futhi usethule kudeshibhodi kubantu abangangenanga ngemvume kumathuluzi we-ITSM.

o Njengoba amamethrikhi angaqhamuka kweminye imithombo ngaphandle kwe-ITSM umnikazi wesevisi angathola eminye imibono efana nolwazi lwekhwalithi kusuka kumaphrojekthi wentuthuko, imininingwane yokutholakala kumathuluzi wokuqapha njll.

• Umugqa wabaphathi bezebhizinisi / bezebhizinisi

o I-IT isebenzela abasebenzisi bokugcina egameni leyunithi lebhizinisi elixhasa umsebenzi ngokuqondile noma ngokungaqondile. Ibhizinisi lifuna ukubona imininingwane yokusebenza ehlobene nezinhloso kanye nezinto ezibalulekile kuzo - into elula uma amamethrikhi ekhuphukela kuma-KPI nama-KPIs asetshenziselwa ukuthola izinhloso.

4) Ngabe ucabanga ukuthi ama-ITSM KPIs aseshintshile manje “eminyakeni yekhasimende?”

• Impela! Amamethrikhi nama-KPI abejwayele ukugxila kakhulu ku-IT - i-MTTR, ukuguga kwesigameko njll. Ukugxila kwamakhasimende ngokweqiniso kusho okungaphezu kokwenza izinqubo ze-IT kahle nje. Manje kufanele siqonde umthelela walezo zinqubo kumiphumela yebhizinisi futhi sikhombise ikhasimende ukuthi sinikeza inani langempela.

I-5) Yibuphi ubunzima obukhulu ababhekene nabo ochwepheshe be-IT lapho bekhuluma ngenani lebhizinisi?

• Ukuthola imininingwane efanele. Imininingwane yokusebenza nedatha yezezimali isatshalaliswa kuyo yonke indawo Indawo ye-IT futhi ukuyihlanganisa bekuyinqubo yesandla, ehamba kancane, ebizayo. Amaqembu amahle kakhulu anganikeza ngombiko wokuphela kwenyanga. Nakhona lapho abantu bebengayethembi le mibiko njengoba bevame ukungaqiniseki ngobuqiniso bemininingwane. Abantu bafuna uhlelo olujwayelekile okuvunyelwene ngalo lwamarekhodi.
• Ukubeka lolo lwazi ngamagama ebhizinisi. Akukuhle ukukhuluma ngokuya 'ngamaphesenti ezigameko ezivulwe kabusha' kukodwa - udinga ukuyixhumanisa namanye amamethrikhi nama-KPI ukuqonda ukuthi kuthinta kanjani inhloso yebhizinisi ebanzi efana 'nokwaneliseka kwamakhasimende'. Sikholelwa ukuthi indlela enamandla yokwenza lokhu ikwi-scorecard elilinganisiwe lapho amamethrikhi akha ama-KPIs, futhi ama-KPIs ahlangene ngokumelene nezinhloso. Futhi i-HP ingasebenzisa ulwazi lwayo kulesi sikhala ukuhlinzeka ngemikhuba emihle kakhulu yama-KPIs ne-Objective OOTB.

6) Yimaphi amamethrikhi akholelwa kuwe ajwayele ukunganakwa kakhulu?

• Okokuqala amanye amamethrikhi awafakiwe ngoba kunzima ukuwathola noma bathatha umsebenzi owengeziwe ukufeza - njengalawo adinga ukulandelela idatha yomlando noma amamethrikhi ancike emithonjeni engaphezu kweyodwa.
• Kodwa-ke inkinga enkulu ukuthi, ukuze ube nengxoxo yenani elibanzi, udinga amamethrikhi nama-KPI aqondaniswe kakhulu nebhizinisi noma angahlanganiswa ukuqonda umthelela webhizinisi. Lokho kusho ukuthi hhayi ukubheka amamethrikhi ngamanye kepha kunalokho ukubheka izinhloso ezibanzi. Ngakho-ke Inhloso efana ne- "Thuthukisa Ikhwalithi Yokulethwa" ingahle ibe namamethrikhi avela etafuleni losizo, uhlelo lwekhwalithi yentuthuko nokuningi.

Mayelana ne-BrightTALK

I-BrightTALK inikeza ama-webinars namavidiyo ochwepheshe nemiphakathi yabo. Nsuku zonke izinkulungwane zabaholi bomcabango zihlanganyela ngenkuthalo imininingwane yazo, imibono yazo kanye nolwazi lwazo lwakamuva nezingcweti emhlabeni wonke ngobuchwepheshe obudalwe yi-BrightTALK.

Mayelana Hewlett-Packard

Kwa-HP, asikholelwa nje emandleni obuchwepheshe, sikholelwa emandleni abantu uma ubuchwepheshe busebenzela wena. Sikholelwa ekusebenziseni ukucabanga nemibono emisha ukuthuthukisa indlela amakhasimende ethu aphila futhi asebenza ngayo. Uma uzokwenza okuthile, Kwenze kube Matter.

Isikweletu sezithombe: U-Oleksandr Pylypenko