{"id":17293,"date":"2020-04-01T05:47:09","date_gmt":"2020-04-01T03:47:09","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=17293"},"modified":"2024-09-12T16:55:19","modified_gmt":"2024-09-12T14:55:19","slug":"10-itsm-fogalom","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/10-itsm-fogalom\/","title":{"rendered":"10 ITSM fogalom, melyekr\u0151l \u00e9rdemes tudnod &#8211; 1. r\u00e9sz"},"content":{"rendered":"<p>A szolg\u00e1ltat\u00e1smenedzsment vil\u00e1ga tele van mozaikszavakkal. Mit takarhat p\u00e9ld\u00e1ul az ESM, SIAM \u00e9s swarming? \u00c9s hogyan seg\u00edthetnek ezek neked?<\/p>\n<p>\u00d6sszegy\u0171jt\u00f6tt\u00fck a leg\u00fajabb ITSM fogalmakat, \u00e9s mindegyikhez k\u00e9sz\u00edtett\u00fcnk egy r\u00f6vid magyar\u00e1zatot. Ha \u00e9rdekel valamelyik terminol\u00f3gia, tov\u00e1bbi inform\u00e1ci\u00f3kat is olvashatsz r\u00f3la, hiszen mindhez mell\u00e9kelt\u00fcnk b\u0151vebb le\u00edr\u00e1st tartalmaz\u00f3 linket. A list\u00e1n szerepelnek \u00faj fogalmak, amelyek az ut\u00f3bbi id\u0151ben ker\u00fcltek el\u0151t\u00e9rbe, de olyanok is, amelyek n\u00e9h\u00e1ny \u00faj fejleszt\u00e9s miatt \u00fajra reflektorf\u00e9nybe ker\u00fcltek.<\/p>\n<h2>1. ABC<\/h2>\n<p>A magyar nyelv szerint a mozaiksz\u00f3 AVK-ra alakul, hiszen a bet\u0171k jelent\u00e9se Attit\u0171d, Viselked\u00e9s \u00e9s Kult\u00fara. Mindh\u00e1rom fogalom az IT emberk\u00f6zpont\u00fa aspektusaira utal. Rem\u00e9lhet\u0151leg ez hossz\u00fa t\u00e1von tudatos\u00edtja majd benn\u00fcnk, hogy a szolg\u00e1ltat\u00e1sok l\u00e9trehoz\u00e1s\u00e1\u00e9rt felel\u0151s emberek mind elengedhetetlenek a sikerhez.<\/p>\n<h2>2. Agile<\/h2>\n<p>Nem egy keretrendszer, hanem gondolkod\u00e1sm\u00f3d! A f\u00f3kusz a kisebb, ism\u00e9tl\u0151d\u0151 m\u0171veleteken van, nem pedig a nagy terjedelm\u0171, kontrollt ig\u00e9nyl\u0151 projekteken. <a href=\"https:\/\/agilemanifesto.org\/\">Ezen a linken olvashatsz n\u00e9gy olyan ir\u00e1nymutat\u00f3 \u00e1ll\u00edt\u00e1sr\u00f3l<\/a>, amelyek az Agile alapj\u00e1t k\u00e9pezik. Eredetileg szoftverfejleszt\u00e9sre haszn\u00e1lt\u00e1k, de manaps\u00e1g m\u00e1r a v\u00e1llalkoz\u00e1sok eg\u00e9sz\u00e9re is kiterjed.<\/p>\n<h2>3. AI = Artificial Intelligence<\/h2>\n<p>Mesters\u00e9ges intelligencia. Ez a gy\u0171jt\u0151fogalom mag\u00e1ba foglal olyan fogalmakat, mint a Machine Learning \u00e9s az NLP (Neuro Lingvisztikus Programoz\u00e1s), de utalhat a <a href=\"https:\/\/www.topdesk.com\/hu\/blog\/itsm\/mesterseges-intelligencia\/hogy-segithet-a-kiterjesztett-intelligencia-szervezetenek\/\">kiterjesztett intelligenci\u00e1ra<\/a> vagy az okos automatiz\u00e1l\u00e1sra is. Jelenleg ez a szolg\u00e1ltat\u00e1smenedzsment egyik legfontosabb t\u00e9mak\u00f6re. M\u00e1r l\u00e9teznek gyakorlati megold\u00e1sok bizonyos helyzetekre (p\u00e9ld\u00e1ul chatbotok, automata kategoriz\u00e1l\u00e1s, becsl\u00e9sekre vonatkoz\u00f3 kimutat\u00e1sok), de a legt\u00f6bb \u00faj\u00edt\u00e1s ink\u00e1bb az elk\u00f6vetkez\u0151 \u00e9vekben v\u00e1rhat\u00f3.<\/p>\n<h2>4. AITSM<\/h2>\n<p>A l\u00e1tszat csal, mert az els\u0151 k\u00e9t bet\u0171 itt nem a Mesters\u00e9ges Intelligenci\u00e1ra utal. A mozaiksz\u00f3 jelent\u00e9se automatiz\u00e1l\u00e1s az IT szolg\u00e1ltat\u00e1smenedzsmentben. Ezt a Gartner vezette be annak \u00e9rdek\u00e9ben, hogy lefedje az \u00f6sszes olyan kezdem\u00e9nyez\u00e9st, amely egy szervezetben az AI-t \u00e9s automatiz\u00e1l\u00e1st jelenti. N\u00e9h\u00e1ny p\u00e9lda erre: adatok gy\u0171jt\u00e9se \u00e9s optimaliz\u00e1l\u00e1sa a Machine Learning funkcionalit\u00e1sa \u00e9rdek\u00e9ben, tud\u00e1sb\u00e1zis l\u00e9trehoz\u00e1sa \u00e9s cseveg\u00e9sek tervez\u00e9se chatbotok sz\u00e1m\u00e1ra, vagy felhaszn\u00e1l\u00f3k betan\u00edt\u00e1sa az olyan szoftverek haszn\u00e1lat\u00e1ra, amelyek gyarap\u00edtj\u00e1k az emberi intelligenci\u00e1t.<\/p>\n<p><a href=\"https:\/\/www.gartner.com\/en\/documents\/3956683\/2019-strategic-roadmap-for-it-service-management\">Az AITSM-r\u0151l ezen a linken olvashatsz m\u00e9g t\u00f6bbet<\/a><\/p>\n<h2>5. AIOps<\/h2>\n<p>Ism\u00e9t visszat\u00e9rt\u00fcnk az AI-hoz. Az AIOps sz\u00f3\u00f6sszet\u00e9telt szint\u00e9n a Gartner keltette \u00e9letre, jelent\u00e9se pedig Mesters\u00e9ges Intelligencia az IT operat\u00edv r\u00e9szlegein\u00e9l. Mit jelent ez a gyakorlatban? A big data \u00e9s machine learning kihaszn\u00e1l\u00e1s\u00e1t feladatok automatiz\u00e1l\u00e1s\u00e1ra, nem megszokott felhaszn\u00e1l\u00f3i mint\u00e1k azonos\u00edt\u00e1s\u00e1ra, nem v\u00e1rt behatol\u00e1sok \u00e9szlel\u00e9s\u00e9re \u00e9s lehets\u00e9ges rendszerhib\u00e1k el\u0151rejelz\u00e9s\u00e9re.<\/p>\n<p><a href=\"https:\/\/www.gartner.com\/smarterwithgartner\/how-to-get-started-with-aiops\/\">Tov\u00e1bbi inform\u00e1ci\u00f3 az AIOps-r\u00f3l.<\/a><\/p>\n<h2>6. Bi-modal IT<\/h2>\n<p>A hagyom\u00e1nyos \u00e9s agilis munkafolyamatok kombin\u00e1l\u00e1sa. Ez a gyakorlatban nem m\u00e1s, mint az el\u0151re kisz\u00e1m\u00edthat\u00f3 folyamatokhoz a hagyom\u00e1nyos technik\u00e1k alkalmaz\u00e1sa, mint p\u00e9ld\u00e1ul az ITIL. Ezzel szemben a kev\u00e9sb\u00e9 tervezhet\u0151 projektekhez az agilis megk\u00f6zel\u00edt\u00e9s el\u0151ny\u00f6sebb. A fogalmat szint\u00e9n a Gartner alkotta meg.<\/p>\n<p><a href=\"https:\/\/www.topdesk.com\/hu\/blog\/bimodalis-it-nem-egy-hanem-ket-munkamodszer\">Tudj meg t\u00f6bbet a Bimodal IT-r\u00f3l.<\/a><\/p>\n<h2>7. COBIT 2019<\/h2>\n<p>A COBIT egy 2019-ben friss\u00edtett keretrendszer, amelyet a biztons\u00e1g, kock\u00e1zatmenedzsment \u00e9s inform\u00e1ci\u00f3ir\u00e1ny\u00edt\u00e1s ter\u00fcleteken alkalmaznak. Eredetileg p\u00e9nz\u00fcgyi auditok struktur\u00e1l\u00e1s\u00e1hoz tervezt\u00e9k, de a friss\u00edt\u00e9s hat\u00e1s\u00e1ra \u00faj \u00e9rtelmet nyert. A leg\u00fajabb verzi\u00f3 c\u00e9lja, hogy a COBIT sokkal jobban alkalmazhat\u00f3 legyen olyan k\u00f6rnyezetben, ahol t\u00f6bbf\u00e9le keretrendszert (ITIL, SIAM) is alkalmaznak.<\/p>\n<p><a href=\"https:\/\/www.cio.com\/article\/3243684\/what-is-cobit-a-framework-for-alignment-and-governance.html\">Tov\u00e1bbi inform\u00e1ci\u00f3 a COBIT 2019-r\u0151l.<\/a><\/p>\n<h2>8. Customer Journey Mapping, vagyis \u00dcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9s<\/h2>\n<p>Egy n\u00e9pszer\u0171 m\u00f3dszer arra, hogy az \u00e1ltalunk ny\u00fajtott szolg\u00e1ltat\u00e1s \u00fcgyf\u00e9l\u00e9lm\u00e9ny\u00e9be betekint\u00e9st nyerj\u00fcnk. Felder\u00edti a szolg\u00e1ltat\u00e1s kulcspontjait az \u00f6nkiszolg\u00e1l\u00f3 port\u00e1lt\u00f3l \u00e9s tud\u00e1sb\u00e1zist\u00f3l az e-mail \u00e9s telefonbesz\u00e9lget\u00e9sekig, valamint az eg\u00e9sz \u00fcgyf\u00e9l\u00e9lm\u00e9nyt az \u00fcgyf\u00e9l\u00faton kereszt\u00fcl. Alkalmaz\u00e1s\u00e1val lehet\u0151s\u00e9g ny\u00edlik beazonos\u00edtani \u00e9s prioriz\u00e1lni a fejl\u0151d\u00e9si lehet\u0151s\u00e9geket.<\/p>\n<p><a href=\"https:\/\/www.topdesk.com\/hu\/blog\/az-ugyfelut-felterkepezese-1-resz\">Tudj meg t\u00f6bbet az \u00dcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9s\u00e9r\u0151l<\/a><\/p>\n<h2>9. CX = Customer Experience (\u00dcgyf\u00e9l\u00e9lm\u00e9ny)<\/h2>\n<p>Az \u00fcgyfelek t\u00e1mogat\u00e1sa legjobb tud\u00e1sunk szerint. Egyre t\u00f6bb szolg\u00e1ltat\u00f3 szervezet c\u00e9lja a CX. Ennek egyik f\u0151 hajt\u00f3erej\u00e9t azok a megemelkedett \u00fcgyf\u00e9lelv\u00e1r\u00e1sok k\u00e9pezik, amelyeket a fogyaszt\u00f3i technol\u00f3gia indik\u00e1lt. P\u00e9ld\u00e1ul, ha lehet\u0151s\u00e9g van rendelni egy priv\u00e1t laptopot, ami m\u00e1snapra meg\u00e9rkezik, akkor mi\u00e9rt k\u00e9ne k\u00e9rv\u00e9nyezni egy c\u00e9ges g\u00e9pet, aminek \u00e9rkez\u00e9se ak\u00e1r 3 h\u00e9tig is eltarthat? Ez egy m\u00f3dja a CX \u00e9s az XLA m\u00e9r\u00e9s\u00e9nek.<\/p>\n<h2>10. DevOps<\/h2>\n<p>Ez a fogalom a fejleszt\u0151k \u00e9s az \u00fczemeltet\u00e9s csapat\u00e1nak egy\u00fcttm\u0171k\u00f6d\u00e9s\u00e9t, a teljes fejleszt\u00e9si \u00e9s term\u00e9kmegjelentet\u00e9si folyamatot, a koncepci\u00f3 \u00e9s diz\u00e1jn megalkot\u00e1s\u00e1t, valamint a term\u00e9k t\u00e1mogat\u00e1s\u00e1t takarja. Ennek a kollabor\u00e1ci\u00f3nak a l\u00e9trej\u00f6tte onnan ered, hogy r\u00e9gebben az agilis fejleszt\u00e9s k\u00f6vetkezt\u00e9ben folyamatosan el\u0151fordult, hogy olyan \u00faj funkci\u00f3kat adtak ki az \u00fcgyfeleknek, melyek l\u00e9trehoz\u00e1s\u00e1r\u00f3l az \u00fczemeltet\u00e9si r\u00e9szleg nem is tudott, \u00edgy a megfelel\u0151 t\u00e1mogat\u00e1st sem tudt\u00e1k kivitelezni.<\/p>\n<p><a href=\"https:\/\/www.topdesk.com\/hu\/blog\/itsm-devops\">M\u00e9g t\u00f6bb a DevOps-r\u00f3l.<\/a><\/p>\n<h2>Szeretn\u00e9l m\u00e9g t\u00f6bbet tudni?<\/h2>\n<p>J\u00f6v\u0151 h\u00e9ten megosztunk tov\u00e1bbi 10 ITSM fogalmat, amelyek szint\u00e9n \u00e9rdekesek lehetnek sz\u00e1modra. Ne maradj le, \u00e9rtes\u00fclj els\u0151k\u00e9nt leg\u00fajabb posztjainkr\u00f3l, iratkozz fel blog h\u00edrlevel\u00fcnkre az al\u00e1bbi gombra kattintva!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A szolg\u00e1ltat\u00e1smenedzsment vil\u00e1ga tele van mozaikszavakkal. Mit takarhat p\u00e9ld\u00e1ul az ESM, SIAM \u00e9s swarming? \u00c9s hogyan seg\u00edthetnek ezek neked? \u00d6sszegy\u0171jt\u00f6tt\u00fck a leg\u00fajabb ITSM fogalmakat, \u00e9s mindegyikhez k\u00e9sz\u00edtett\u00fcnk egy r\u00f6vid magyar\u00e1zatot. Ha \u00e9rdekel valamelyik terminol\u00f3gia, tov\u00e1bbi inform\u00e1ci\u00f3kat is olvashatsz r\u00f3la, hiszen mindhez mell\u00e9kelt\u00fcnk b\u0151vebb le\u00edr\u00e1st tartalmaz\u00f3 linket. A list\u00e1n szerepelnek \u00faj fogalmak, amelyek az ut\u00f3bbi id\u0151ben<\/p>\n","protected":false},"author":379,"featured_media":17296,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-17293","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>10 ITSM fogalom, melyekr\u0151l \u00e9rdemes tudnod - 1. r\u00e9sz | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Ismerd meg az ITSM leg\u00fajabb fogalmait \u00e9s trendjeit, mint az ESM, SIAM \u00e9s swarming, \u00e9s tudd meg, hogyan seg\u00edthetnek!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.com\/hu\/blog\/10-itsm-fogalom\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 ITSM fogalom, melyekr\u0151l \u00e9rdemes tudnod - 1. r\u00e9sz\" \/>\n<meta property=\"og:description\" content=\"Ismerd meg az ITSM leg\u00fajabb fogalmait \u00e9s trendjeit, mint az ESM, SIAM \u00e9s swarming, \u00e9s tudd meg, hogyan seg\u00edthetnek!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.topdesk.com\/hu\/blog\/10-itsm-fogalom\/\" \/>\n<meta property=\"og:site_name\" content=\"T3 TOPdesk - HU\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/TOPdesk\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-04-01T03:47:09+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-12T14:55:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.topdesk.com\/hu\/wp-content\/media\/sites\/51\/ITSM_Word_search.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"566\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Camille\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@topdesk\" \/>\n<meta name=\"twitter:site\" content=\"@topdesk\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Camille\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.topdesk.com\/hu\/blog\/10-itsm-fogalom\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.topdesk.com\/hu\/blog\/10-itsm-fogalom\/\"},\"author\":{\"name\":\"Camille\",\"@id\":\"https:\/\/www.topdesk.com\/hu\/#\/schema\/person\/d5c66687e696681558408f7365411160\"},\"headline\":\"10 ITSM fogalom, melyekr\u0151l \u00e9rdemes tudnod &#8211; 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