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Emisebenzini ephakathi nendawo kanye nenkulu, ideski lezinsizakalo alisekho nje umsebenzi wesevisi yamakhasimende futhi seliyindawo ehlakaniphile yokuqonda imisebenzi ye-IT. Ubuningi bezingcingo buhlala buphezulu, kodwa okushintshe ngempela ubunzima: izindawo ezixubile, izinhlelo zokusebenza ezisatshalalisiwe, amadivayisi amaningi, kanye nokwethembela okwandayo ku-SaaS kudale isimo lapho ithikithi ngalinye liphethe umongo wobuchwepheshe kakhulu kunangaphambili. Kulesi simo, ubuhlakani bokwenziwa buthatha indima ebaluleke kakhulu kunokumane wenze izimpendulo ngokuzenzakalela: ubuchwepheshe busebenza njengesendlalelo sokuhumusha esihlela kabusha indlela ukwesekwa okusebenza ngayo.
Idatha ethakazelisa kakhulu kulo mongo ayigcini nje ngokukhula kokwamukelwa kwe-AI, kodwa futhi nokushintsha kokulindela mayelana nedeski lezinsizakalo. Ngokusho kocwaningo lwemboni, izinhlangano zicubungula, ngokwesilinganiso, amathikithi angaphezu kuka-10,000 ngenyanga, kuyilapho umbono wobunzima bokusebenza ukhula njalo. Lokhu kushintsha ukugxila ekusebenzeni kahle kwendabuko, ngokusekelwe kumthamo kanye nama-SLA, kuye ekhonweni lokuqonda, ukuhlanganisa, nokuxazulula izinkinga ngokunemba okukhulu. Kulapha lapho i-AI iqala khona ukuguqula ideski lezinsizakalo libe yingqikithi yobuhlakani bokusebenza.
Kusukela endaweni yokuxhumana kuya kungqimba lobuhlakani
Isisekelo somqondo salolu shintsho sisiza ukuqonda ukunyakaza. Enkambisweni ye-ITIL, ideski lezinsizakalo lihlala lichazwa njengendawo ephakathi yokuxhumana phakathi kwabasebenzisi nabahlinzeki bezinsizakalo. Lokho i-AI ekwenzayo ukwandisa le ndima. Esikhundleni sokubhalisa nokudlulisa izicelo nje, le ndawo yokuxhumana iqala ukuhumusha izimpawu, ilindele izinkinga, futhi ihlele ulwazi njalo.
Empeleni, lolu shintsho lwenzeka ngoba i-AI ixazulula inkinga ezenzakalelayo zendabuko ezingakaze zikwazi ukuyixazulula kahle: ukubhekana nomongo ongaphelele. Izingcingo azivamile ukufika zihlelekile. Abasebenzisi bachaza izimpawu, hhayi izimbangela. Izinhlelo zikhiqiza izexwayiso ngaphandle kwencazelo ecacile. Amaqembu asebenza ngolwazi oluhlukanisiwe. Kulesi simo, ubuchwepheshe bendabuko bokuzenzakalela busebenza ngemikhawulo esobala. Ngakolunye uhlangothi, amamodeli e-AI angahumusha ulimi lwemvelo, akhombe amaphethini, futhi aphakamise izindlela ezisekelwe emlandweni nasekuziphatheni.
Lokhu kuthuthuka kushintsha kakhulu ukuguquguquka kwedeski lenkonzo. I-Triage ayibe yisinyathelo sokusebenza kuphela futhi iba yisinyathelo sokuhlaziya. Ukuhlukaniswa kwamathikithi, incazelo yezinto ezibalulekile, kanye nomzila akusaxhomeki kuphela emithethweni eqondile kodwa kuqala ukucabangela umongo, umlando, kanye nomthelela ongaba khona. Lokhu kunciphisa amaphutha omzila, kuthuthukisa ukusetshenziswa kochwepheshe, futhi kunciphisa umsebenzi omusha.
Ngesikhathi esifanayo, i-AI isiqala ukusebenza njengesendlalelo sokusekela ngqo somhlaziyi. Amapulatifomu e-ITSM asevele efaka izici ezihlanganisa izehlakalo, ziphakamise izimpendulo, futhi zihlele ngokuzenzakalelayo amadokhumenti. Inzuzo efanele kakhulu lapha akuyona nje isivinini. Kungukunciphisa isikhathi sokuqonda inkinga. Emisebenzini emikhulu, ingxenye enkulu yomzamo isetshenziswa ekwakheni kabusha umongo wesigameko. Uma le nqubo isheshiswa, isikhathi sokuxazulula sonke sivame ukwehla njalo.
Amandla amasha okusebenza kwedeski lezinsizakalo
Kukhona nomphumela ongabonakali kangako, kodwa ohlelekile: ukuthuthukiswa kwekhwalithi yolwazi. Ucingo ngalunye oluxazululiwe luphakela isizindalwazi ngendlela ehlelekile. I-AI iguqula ukusebenzisana kube yimibhalo, ikhomba amaphethini aphindaphindayo, futhi iqinise isisekelo solwazi. Ngokuhamba kwesikhathi, lokhu kunciphisa ukuncika olwazini lomuntu ngamunye futhi kwandisa ukuguquguquka komsebenzi.
Lo mjikelezo, ohilela ukubamba, ukuhumusha, isenzo, nokufunda, yiwona ohlukanisa ukuzenzekela kobuhlakani bokusebenza. Ideski lenkonzo liyayeka ukuba yindawo nje yokudlula futhi liba uhlelo olufunda njalo ekusebenzeni kwalo.
Ngokombono webhizinisi, lolu shintsho luqala ukubonakala kuma-metric. Izinkomba zakudala ezifana ne-MTTR, izinga lesisombululo sezinga lokuqala, kanye nezindleko ngethikithi ngalinye zihlala zibalulekile, kodwa manje zithonywa izici ezintsha. Amandla okuxazulula lapho kukhulunywa okokuqala ayanda lapho i-triage inembile kakhulu. Izindleko ngethikithi ngalinye zivame ukuzinza noma ukwehla lapho kunokukhuphuka okungadingekile okuncane. Futhi ulwazi lomsebenzisi luyathuthuka lapho impendulo isivele icabangela umongo nomlando.
Izifundo ezenziwe yizinhlangano ezifana neForrester zibonisa ukuthi ukusetshenziswa okuhlelekile kwe-AI ku-ITSM kungadala ukonga isikhathi okukhulu ezigamekweni eziyinkimbinkimbi, ikakhulukazi emisebenzini yophenyo kanye nokuxhumanisa. Umthelela awukho nje ekwenzekeni kwemisebenzi elula, kodwa futhi nasekusheshiseni izinqumo ezimweni ezinzima kakhulu.
I-AI, vele, ayisusi isidingo sabahlaziyi, kodwa ishintsha uhlobo lomsebenzi owenziwayo. Ukugxila kuyashintsha kusukela ekusebenzeni okuphindaphindiwe kuya ekuhlaziyeni, ekuqinisekiseni, nasekuthatheni izinqumo. Lokhu kudinga ukuqeqeshwa kanye nokuzivumelanisa namasiko, ikakhulukazi emisebenzini emikhulu lapho ukulinganisa kunzima khona.
Ngakho-ke, esikubonayo ushintsho lwesakhiwo endimeni yedeski lezinsizakalo ngaphakathi kwezinhlangano. Esikhundleni sesikhungo sezindleko esigxile ekuxazululeni izinkinga, siba umthombo oqhubekayo wedatha kanye nobuhlakani mayelana nokusebenza kwe-IT. Isigameko ngasinye asibe yisenzakalo esizimele nje futhi siba yindawo yokufunda.
Ezinkampanini eziphakathi nendawo ezinkulu, lokhu kuhamba kunemiphumela eqondile. Izindawo eziyinkimbinkimbi kakhulu azisavumeli amamodeli asekelwe kuphela kumthamo kanye nobukhulu bomuntu. Ukusebenza kahle manje kuncike ekhonweni lokuhumusha nokwenza okuthile ngolwazi ngesikhathi sangempela. I-AI ivumela lolu shintsho ngokuguqula idatha ehlakazekile ibe yizinqumo zokusebenza ezihambisanayo.
Umphumela awukona nje kuphela ideski lezinsizakalo elisebenza kahle kakhulu. Kungumsebenzi obikezelwayo, onokungqubuzana okuncane kanye nokuzivumelanisa nezimo okukhulu. Esimweni lapho ubuchwepheshe buhlanganiswa khona kakhulu ebhizinisini, lokhu kuthuthuka akusabi yisinyathelo se-IT futhi kuba yisivikelo sokusebenza kwenhlangano.
Ekugcineni, okusengozini akukhona ukwenza isevisi yamakhasimende ibe ngokuzenzakalela. Kuchaza kabusha indima yedeski lesevisi ngaphakathi kwenkampani. Uma lisetshenziswa kahle, i-AI ayithathi indawo yokusekela. Iguqula ukwesekwa kube uhlelo olukwazi ukuqonda, ukufunda, nokuthuthukisa ukusebenza ngokuqhubekayo.
