{"id":17341,"date":"2020-02-05T06:12:27","date_gmt":"2020-02-05T05:12:27","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=17341"},"modified":"2024-09-10T15:23:41","modified_gmt":"2024-09-10T13:23:41","slug":"itil-4-problemakezeles","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/itil-4-problemakezeles\/","title":{"rendered":"ITIL probl\u00e9makezel\u00e9s: val\u00f3ban megold\u00e1s lesz az ITIL 4?"},"content":{"rendered":"

Biztosan hallott\u00e1l m\u00e1r az ITIL 4-r\u0151l \u00e9s arr\u00f3l, hogy nem t\u00f6k\u00e9letes. De hogyan kezeli ez a verzi\u00f3 a probl\u00e9mamenedzsmentet? Ebben a blogban Stephen Mann, az ITSM ipar\u00e1g egyik specialist\u00e1ja v\u00e1laszol az ITIL 4 probl\u00e9makezel\u00e9ssel kapcsolatos k\u00e9rd\u00e9seire.<\/p>\n

Ha az informatikai szolg\u00e1ltat\u00e1smenedzsmentr\u0151l besz\u00e9l\u00fcnk, gyakran el\u0151ker\u00fcl az angol IPC mozaiksz\u00f3, ami az incidenskezel\u00e9s, probl\u00e9makezel\u00e9s \u00e9s v\u00e1ltoz\u00e1skezel\u00e9s r\u00f6vid\u00edt\u00e9se. Ez viszont f\u00e9lrevezet\u0151 lehet, hiszen ITSM szempontb\u00f3l nem egyenrang\u00faak a folyamatok. Mi\u00e9rt is van ez?<\/p>\n

Az ITIL probl\u00e9mamenedzsmentje<\/h3>\n

Kezdj\u00fck azzal, hogy az ITSM-ben a \u201eprobl\u00e9ma\u201d m\u00e1s jelent\u00e9ssel b\u00edr, mint a mindennapokban. Egy v\u00e9gfelhaszn\u00e1l\u00f3 nem fogja incidensk\u00e9nt emlegetni az IT-probl\u00e9m\u00e1j\u00e1t; ink\u00e1bb probl\u00e9mak\u00e9nt hivatkozik r\u00e1. Emiatt a probl\u00e9mamenedzsment egy kicsit f\u00e9lre\u00e9rtett ter\u00fclet.<\/p>\n

Az ITIL Probl\u00e9makezel\u00e9s \u00faj bev\u00e1lt gyakorlata \u00edgy defini\u00e1lja a fogalmat:<\/p>\n

“A probl\u00e9mamenedzsment c\u00e9lja az, hogy cs\u00f6kkentse az incidensek gyakoris\u00e1g\u00e1t \u00e9s hat\u00e1s\u00e1t azzal, hogy azonos\u00edtjuk azok val\u00f3s \u00e9s lehets\u00e9ges okait, \u00e9s menedzselj\u00fck az \u00e1thidal\u00f3 megold\u00e1sokat \u00e9s az ismert hib\u00e1kat.”<\/p>\n

Egyszer\u0171en fogalmazva: a probl\u00e9mamenedzsment seg\u00edt abban, hogy ne csak fel\u00fcletesen oldjunk meg probl\u00e9m\u00e1kat, hanem az okokat is azonos\u00edtsuk. Ez egy olyan id\u0151- \u00e9s p\u00e9nzbeli befektet\u00e9s, amely hossz\u00fa t\u00e1von t\u00f6bbsz\u00f6r\u00f6sen megt\u00e9r\u00fcl.<\/p>\n

A probl\u00e9mamenedzsment jelenlegi helyzete<\/h3>\n

Ha megk\u00e9rdezn\u00e9nk 100 IT-oszt\u00e1lyt, hogy haszn\u00e1lnak-e probl\u00e9mamenedzsmentet, meglep\u0151dn\u00e9nk, hogy 60-70%-uk igennel v\u00e1laszolna. Ez j\u00f3 ar\u00e1ny, figyelembe v\u00e9ve, hogy a probl\u00e9makezel\u00e9s kev\u00e9sb\u00e9 n\u00e9pszer\u0171, mint az incidens- vagy v\u00e1ltoz\u00e1skezel\u00e9s, ahogy az a HDI felm\u00e9r\u00e9s\u00e9b\u0151l is kider\u00fclt.<\/p>\n

A szervezetek \u00e1ltal alkalmazott szolg\u00e1ltat\u00e1smenedzsment-folyamatok (r\u00f6vid\u00edtett lista)<\/strong><\/p>\n

<\/div>\n

Forr\u00e1s: HDI, \u201cTechnical Support Practices & Salary Report,\u201d (2018)<\/a><\/em><\/p>\n

Az IT-oszt\u00e1lyoknak mindenk\u00e9pp sz\u00fcks\u00e9g\u00fck van incidenskezel\u00e9sre, de sokkal kev\u00e9sb\u00e9 \u00e9rzik sz\u00fcks\u00e9g\u00e9t annak, hogy az incidensek m\u00f6g\u00f6ttes okait is felder\u00edts\u00e9k \u00e9s kezelj\u00e9k. Az a 40-50% c\u00e9g, amelyik nem haszn\u00e1lja az ITIL bev\u00e1lt gyakorlatait, val\u00f3sz\u00edn\u0171leg nem is tud a probl\u00e9mamenedzsment l\u00e9tez\u00e9s\u00e9r\u0151l.<\/p>\n

ITSM-szak\u00e9rt\u0151k\u00e9nt azt tapasztalom, hogy a val\u00f3s\u00e1gban sokkal kevesebb szervezet alkalmazza a probl\u00e9mamenedzsmentet, mint ah\u00e1nyan ezt a k\u00e9rd\u0151\u00edvekben \u00e1ll\u00edtj\u00e1k. Sokan csak reag\u00e1lnak a jelent\u0151sebb incidensekre, \u00e9s nem pr\u00f3b\u00e1lnak akt\u00edvan megel\u0151zni tov\u00e1bbi probl\u00e9m\u00e1kat.<\/p>\n

Mi\u00e9rt nem haszn\u00e1lj\u00e1k sokan az ITIL probl\u00e9makezel\u00e9st?<\/h3>\n

Szerintem az ITIL 4 seg\u00edthet abban, hogy t\u00f6bben vezess\u00e9k be a probl\u00e9mamenedzsmentet, \u00edgy jav\u00edtva a hat\u00e9konys\u00e1got \u00e9s az \u00fczleti eredm\u00e9nyeket. De mi\u00e9rt nem alkalmazz\u00e1k m\u00e9g t\u00f6bben?<\/p>\n

Ennek oka, hogy a probl\u00e9makezel\u00e9s \u00e9rt\u00e9ke nincs j\u00f3l sz\u00e1mszer\u0171s\u00edtve. B\u00e1r a probl\u00e9mamenedzsment az egyik leg\u00e9rt\u00e9kesebb ITSM-lehet\u0151s\u00e9g, kev\u00e9s konkr\u00e9t esettanulm\u00e1ny l\u00e9tezik, amely megmutatn\u00e1, hogyan t\u00e9r\u00fcl meg a befektet\u00e9s. Az ITIL 4 \u00faj, r\u00e9szletesebb verzi\u00f3j\u00e1ban sem tal\u00e1lhat\u00f3 inform\u00e1ci\u00f3 a probl\u00e9mamenedzsment el\u0151nyeir\u0151l vagy a megt\u00e9r\u00fcl\u00e9sr\u0151l.<\/p>\n

Rem\u00e9lhet\u0151leg az AXELOS k\u00e9s\u0151bb majd b\u0151v\u00edti az ITIL 4-et ezekkel az inform\u00e1ci\u00f3kkal. Addig is, van n\u00e9h\u00e1ny gyakorlati tippem, amit megosztok a k\u00f6vetkez\u0151 blogban arr\u00f3l, hogyan kezdj bele a probl\u00e9mamenedzsmentbe, \u00e9s hogyan fejleszd azt.<\/p>\n","protected":false},"excerpt":{"rendered":"

Biztosan hallott\u00e1l m\u00e1r az ITIL 4-r\u0151l \u00e9s arr\u00f3l, hogy nem t\u00f6k\u00e9letes. De hogyan kezeli ez a verzi\u00f3 a probl\u00e9mamenedzsmentet? Ebben a blogban Stephen Mann, az ITSM ipar\u00e1g egyik specialist\u00e1ja v\u00e1laszol az ITIL 4 probl\u00e9makezel\u00e9ssel kapcsolatos k\u00e9rd\u00e9seire. Ha az informatikai szolg\u00e1ltat\u00e1smenedzsmentr\u0151l besz\u00e9l\u00fcnk, gyakran el\u0151ker\u00fcl az angol IPC mozaiksz\u00f3, ami az incidenskezel\u00e9s, probl\u00e9makezel\u00e9s \u00e9s v\u00e1ltoz\u00e1skezel\u00e9s r\u00f6vid\u00edt\u00e9se. Ez<\/p>\n","protected":false},"author":379,"featured_media":17344,"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-17341","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":20097,"blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nITIL probl\u00e9makezel\u00e9s: val\u00f3ban megold\u00e1s lesz az ITIL 4? | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Fedezd fel az ITIL 4 probl\u00e9mamenedzsmentj\u00e9t, \u00e9s tudj meg t\u00f6bbet annak fontoss\u00e1g\u00e1r\u00f3l \u00e9s alkalmaz\u00e1s\u00e1r\u00f3l. 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