Te Whakahaere Ratonga Hangarau Mōhiohio i roto i te Hinonga
I tēnei ao matihiko, ehara te hangarau mōhiohio (IT) i te "tautoko" mahi noa iho, engari he tūāpapa nui e whakatau ana i te tere o te auahatanga, te whai huatanga o te utu, te haumarutanga raraunga, me te kounga o te ratonga ki ngā kiritaki. Heoi, ko te angitu o te whakamahinga IT i roto i tētahi kamupene ehara i te mea ko ngā taputapu, ngā pūmanawa, ngā pūkenga hangarau rānei anake. Ko te mea nui kei roto i te whakahaere ratonga IT (ITSM): he huarahi hanganga ki te whakamahere, te whakarato, te whakahaere, me te whakapai ake i ngā ratonga IT kia rite ki ngā hiahia pakihi.
Te Mārama ki te Whakahaere Ratonga IT
Ko te whakahaere ratonga hangarau mōhiohio he huinga mahi e whakarite ana kia pumau, kia haumaru hoki te whakahaere o ngā ratonga hangarau mōhiohio—pērā i te īmēra umanga, ngā tono pakihi, ngā whatunga, ngā tūmau, ngā ratonga kapua, ngā tēpu āwhina, ngā pūnaha haumarutanga rānei—me te tutuki i ngā whāinga mahi kua tohua. He rerekē ki te "whakahaere hangarau mōhiohio", e aro nui ana ki ngā rawa hangarau, ka aro te ITSM ki ngā ratonga: ngā mea e hiahiatia ana e ngā kaiwhakamahi, te āhua o te tuku ratonga, me te āhua o te whakaputa uara pakihi.
I roto i te horopaki hinonga, ko te mea tino pai ko te whakamāramatanga mārama mō ngā ratonga hangarau mōhiohio: ko wai ngā kaiwhakamahi ratonga, ā rātou paerewa mahi, me pēhea te tautoko i a rātou, me ā rātou utu me ngā mōrearea. Mā tēnei, ka taea te ine i te takoha a te hangarau mōhiohio, ā, ka taea e te kamupene te whakatau i runga i ngā raraunga, ehara i te whakapae.
He aha te hiranga o te ITSM mō ngā kamupene
Ki te kore he whakahaere ratonga tika, ka tauhohe noa ngā tari hangarau mōhiohio: te whakatika i ngā whakararuraru i muri i te puta, te whakautu wawe ki ngā amuamu, te tāpiri rānei i ngā pūnaha hou me te kore mana whakahaere. Ka taea e tēnei te arahi ki te wā kore mahi, te nui rawa o ngā utu, me te kore e makona o ngā kaiwhakamahi. Ka āwhina te ITSM i ngā kamupene mā roto i ētahi painga matua:
1. Te whakahāngaitanga o te hangarau mōhiohio me te pakihi
Ka arotahi te hangarau mōhiohio ki ngā kaupapa matua e pā tika ana ki ngā whāinga pakihi, pērā i te whakapiki i te hua, te makona o ngā kiritaki, te tutuki rānei i ngā ture.
2. Te kounga ratonga ka taea te ine
Ka aromatawaihia ngā ratonga mā te whakamahi i ngā tohu pēnei i te wā urupare, te wā whakaora, te wātea o te pūnaha, me te reiti angitu o ngā huringa.
3. Te whakahaere mōrearea me te haumarutanga
Mā ngā tikanga paerewa mō ngā huringa pūnaha, te urunga a te kaiwhakamahi, me te whakahaere i ngā aituā ka whakaiti i te mōrearea o ngā takahi raraunga me ngā turuturu.
4. Te whai huatanga o te utu me te rauemi
Mā ngā tukanga kua whakangāwaritia, ka taea te whakahaere aunoa i ngā mahi e auau ana, te whakaiti i te tāruarua o te pūnaha, me te whakamahere pai ake i te kaha o ngā hanganga.
Ngā Wāhanga Matua i roto i te Whakahaere Ratonga Hangarau Mōhiohio
Kia angitu ai te ITSM, me aro ngā kamupene ki ngā wāhanga matua e whai ake nei:
1. Ngā Ratonga me te Rārangi Ratonga
Me whai rārangi ratonga ngā kamupene e tuhi ana i ngā ratonga IT e wātea ana, me pēhea te tono, ngā paerewa wā ratonga, me ngā herenga tautoko. Hei tauira: "te waihanga pūkete kaimahi hou (1 rā pakihi SLA)," "te tono pūrere pona (3 rā pakihi SLA)," "te tautuhi kupuhipa (15-meneti SLA)." Mā te rārangi ratonga ka whakamāramahia ngā tumanakohanga a ngā kaiwhakamahi, ā, ka āwhina i te ine.
2. Te Tari Ratonga hei Pokapū Ratonga
Ko te tēpu ratonga te pūwāhi whakapā matua mā ngā kaiwhakamahi ki te ripoata i ngā aituā, ki te tuku tono ratonga rānei. Ehara i te mea ko te whiwhi amuamu anake tana mahi, engari ko te whakarite: te whakarōpū, te whakapiki i ngā take, te whakawhitiwhiti kōrero mō te tūnga, me te whakarite kia pai te wheako o te kaiwhakamahi.
3. Tukanga me te SOP
Ko te whakahaere ratonga hangarau mōhiohio e whakawhirinaki ana ki ngā tukanga kua tuhia, pērā i te whakahaere i ngā aituā, te whakahaere huringa, te whakahaere rawa, me te whakahaere mātauranga. Ka whakapai ake ēnei SOP i te ōritetanga o ngā ratonga, ka whakahaere i te whakangungu, ā, ka noho motuhake te kamupene i ngā tāngata takitahi.
4. Ngā Tūranga me ngā Kawenga
Me mārama te tohatoha tūranga mō te ITSM, pērā i te rangatira ratonga, te rangatira tukanga, te kaiwhakahaere pūnaha, te kaitātari haumarutanga, me te kaiwhakahaere kaihoko. Mā te mārama o ngā kawenga ka tere ake ngā whakataunga me te whakahaere i te whakapiki take.
5. Ngā Utauta ITSM
Ko te tikanga, ka whakamahia e ngā kamupene ngā tono tikiti me ngā huinga ITSM hei whakakotahi i ngā tono, hei aroturuki i ngā SLA, hei tuhi i ngā rawa, me te whakaputa pūrongo. He mea nui ēnei taputapu mō te kohikohi raraunga tika me ngā whakapainga e ahu mai ana i ngā meka.
Ngā Tukanga ITSM Matua i roto i te Kamupene
Ahakoa he rerekē ia kamupene, tera tonu ētahi tukanga matua e hiahiatia ana:
Whakahaere Aituā
Ko te whāinga kia tere te whakahoki mai i te ratonga ina puta he motuhanga. Ko ētahi tauira o ngā aituā ko te kore e taea te uru atu ki ngā tono, te korenga o ngā whatunga tari, te kore rānei e tae mai ngā īmēra. Ko te arotahi ko te tere o te whakaora me te whakawhitiwhiti kōrero mārama ki ngā kaiwhakamahi, tae atu ki ngā wā whakatikatika e matapaetia ana.
Te Whakahaere Tono Ratonga (Te Whakatutukitanga o te Tono)
He rerekē ngā tono ratonga i ngā aituā, ā, he mea noa iho ēnei tono ka taea te whakatutuki mā roto i ngā tikanga o ia rā, pērā i te tāutanga pūmanawa, te tono urunga kōpaki, te waihanga pūkete rānei. Ko te mea pai, me whai tukanga whakaae ēnei tukanga, me whai wā whakaoti paerewa, me te whakahaere aunoa i ngā mahi mēnā ka taea.
Whakahaere Raruraru
Ki te mea he maha tonu te hokinga mai o tētahi aituā, ko te tikanga he pūtake kei reira kāore anō kia whakatikahia. Mā te whakahaere raruraru ka tautuhia te pūtake, ā, ka ārai i te hokinga mai mā roto i ngā mahi pumau, pērā i ngā papaki pūnaha, ngā whakatikatika whirihoranga, ngā huringa hoahoa rānei.
Whakahaere Huringa
Ko ngā panonitanga ki ngā pūnaha hangarau mōhiohio—ngā whakahoutanga taupānga, ngā hekenga tūmau, ngā panoni pareārai—ka tūpono te whakararuraru mēnā kāore e tirohia. Mā te tukanga whakahaere panoni ka whakarite kia arotakehia ngā panoni mō te mōrearea, kia whakamatautauria, kia whakaritea, ā, kia whai mahere whakamuri. Ehara te whāinga i te aukati i te auahatanga, engari kia haumaru ake, kia māmā ake te matapae i ngā panoni.
Whakahaere Rauemi me te Whirihoranga IT
Me mōhio ngā kamupene ki ā rātou rawa hangarau mōhiohio: ngā pona, ngā tūmau, ngā raihana pūmanawa, ngā taputapu whatunga, me ngā ratonga kapua. Mā te nui o ngā rawa, ka taea e ngā kamupene te whakahaere i ngā utu, te whakarite kia tutukihia ngā whakaritenga raihana, te tere ake te rapurongoā, me te whakamahere mō te whakakapinga taputapu.
Whakahaere Taumata Ratonga
Mā tēnei tukanga ka whakahaerehia ngā Whakaaetanga Taumata Ratonga (SLA), ngā whāinga ratonga rānei, pērā i te 99,9% o te wātea mō ngā pūnaha nui, te wā urupare 30-meneti rānei mō ngā tīkiti matua. Ka āwhina ngā SLA i ngā kamupene ki te whakatakoto kaupapa matua, ki te aromatawai i te mahi hangarau mōhiohio, me te whakarite i ngā tumanakohanga pakihi me te hangarau mōhiohio.
Ngā Anga e Whakamahia Auau ana
Ko tētahi o ngā anga rongonui ko te ITIL (Information Technology Infrastructure Library). Ka whakaratohia e te ITIL ngā aratohu mahi pai mō te whakahaere ratonga puta noa i tōna huringa ora: te whakamahere, te hoahoa, te whakawhiti, te whakahaere, me te whakapai tonu. Haunga te ITIL, ka taea hoki e ngā kamupene te whakamahi i ētahi atu huarahi pēnei i te COBIT (whakahaere IT), te ISO/IEC 20000 (paerewa pūnaha whakahaere ratonga IT), me ngā mahi DevOps hei whakateretere i ngā tukunga tono me te kore e whakaiti i te pumau.
Ngā Wero o te Whakatinanatanga ITSM i roto i ngā Kamupene
He maha ngā wā ka rahua ngā whakatinanatanga ITSM, ehara i te mea nā te kore o ngā taputapu, engari nā ngā āhuatanga tangata me ngā āhuatanga ahurea. Ko ētahi o ngā wero noa ko:
– Te ātete ki te huringa: kua taunga ngā kaimahi ki ngā tikanga tawhito, ā, e kite ana rātou i ngā tikanga hou he mea e whakaroa ana i te mahi.
– He uaua rawa ngā tukanga: he maha rawa ngā ture e whakatinanahia ana e ngā kamupene i te wā kotahi, me te kore e whai whakaaro ki te kaha o te tīma.
– Te kore tautoko a te kaiwhakahaere: ki te kore he tautoko a te kaiwhakahaere, ka uaua te pupuri i te whakahaere tika.
– He iti noa ngā raraunga me ngā tuhinga: ki te kore he raraunga tīkiti, rawa, me te pūrongo, ka kore e arotahi ngā whakapainga.
Ko te wikitoria i ēnei wero me whai huarahi ā-wāhanga, whakangungu, whakawhitiwhiti kōrero, me te arotahi ki ngā painga tūturu mō ngā kaiwhakamahi.
Ngā Rautaki mō te Hanga i tētahi ITSM Whai Hua
Hei whakarite i te angitu o te whakahaere ratonga hangarau mōhiohio, ka taea e ngā kamupene te whakatinana i ēnei mahi whai hua:
1. Tīmata mai i ngā ratonga tino nui
Tāutuhia ngā ratonga he nui te pānga ki ngā mahi pakihi, kātahi ka whakau i aua wāhanga i te tuatahi.
2. Whakatauhia ngā KPI me ngā SLA tūturu
Kaua e whakatakoto i ngā whāinga teitei rawa engari kāore he rauemi e ranea ana; waihangahia he whāinga iti haere i te pikinga ake o te kaha.
3. Hangaia he pūtake mātauranga
Kohikohia ngā otinga noa, ngā aratohu kaiwhakamahi, me ngā tikanga rapurongoā hei tere ake te whakatau i ngā tīkiti.
4. Te aunoatanga o ngā mahi auau
Hei tauira, te tautuhi anō i te kupuhipa, te whakarato pūkete, ngā tukanga whakauru kaimahi rānei, kia taea ai e ngā tīma hangarau mōhiohio te arotahi ki ngā mahi tino whai hua.
5. Whakapai tonu
Aroturukihia ngā ia o ngā aituā, aromatawaihia ngā pūtake o ngā aituā, ā, hangaia ngā huringa iti i ia wā, i ia wā.
Te Katinga
He mahi pūnaha te whakahaere ratonga hangarau mōhiohio i roto i tētahi umanga hei whakarite kia puta he uara pakihi tūturu mai i te hangarau mōhiohio, ehara i te "tiaki pūnaha" anake. Mā te arotahi ki te ratonga, ngā tukanga pumau, te ine mahi, me te ahurea whakapai tonu, ka taea e ngā kamupene te whakapai ake i te pumau o te mahi, te haumarutanga, me te wheako kaiwhakamahi. I roto i tētahi ao matihiko e piki haere ana, ehara te hangarau mōhiohio i te mea hangarau noa iho, engari he haumi rautaki hei pupuri i ngā kamupene kia tere, kia pono, kia rite hoki ki te tipu.
