{"id":18958,"date":"2024-02-05T13:53:03","date_gmt":"2024-02-05T12:53:03","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=18958"},"modified":"2024-12-17T15:38:37","modified_gmt":"2024-12-17T14:38:37","slug":"top-4-itsm-trend-2024-ben","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/top-4-itsm-trend-2024-ben\/","title":{"rendered":"Top 4 ITSM trend 2024-ben"},"content":{"rendered":"
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Milyen ITSM trendeket \u00e9s fejleszt\u00e9seket fogunk l\u00e1tni 2024-ben? Ezek milyen hat\u00e1ssal lesznek a munk\u00e1dra?\u00a0<\/span>Renske<\/span>\u00a0van\u00a0<\/span>der<\/span>\u00a0Heide<\/span>, a strat\u00e9giai \u00e9s innov\u00e1ci\u00f3s r\u00e9szleg vezet\u0151je osztja meg meg\u00e1llap\u00edt\u00e1sait.<\/span><\/span>\u00a0<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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1. Az AI-alkalmaz\u00e1sok kezdenek val\u00f3di hat\u00e1st gyakorolni<\/h2>\n

A mesters\u00e9ges intelligencia felismer\u00e9se, mint a digit\u00e1lis k\u00f6rnyezet\u00fcnk egyik f\u0151 trendje, nem \u00fajdons\u00e1g \u2013 \u00e9s csak egyre fontosabb\u00e1 v\u00e1lik. A\u00a0<\/span>Gartner el\u0151rejelz\u00e9se szerint<\/span><\/a>\u00a02025-re a szervezetek 70%-a fog\u00a0<\/span>struktur\u00e1lt automatiz\u00e1l\u00e1st<\/span><\/a>\u00a0bevezetni \u2013 szemben a 2021-es 20%-kal. A k\u00e9rd\u00e9s az, hogyan fog ez az ITSM trendjek\u00e9nt kib\u0151v\u00fclni 2024-ben?<\/span>\u00a0<\/span><\/p>\n

Egyr\u00e9szt az IT-szakemberek t\u00f6bb lehet\u0151s\u00e9get v\u00e1rnak az ITSM-szoftvert\u0151l a mesters\u00e9ges intelligencia megval\u00f3s\u00edt\u00e1s\u00e1ra. Gondoljunk csak az automatikus kategoriz\u00e1l\u00e1sra \u00e9s a h\u00edv\u00e1sok megfelel\u0151 csapathoz val\u00f3 tov\u00e1bb\u00edt\u00e1s\u00e1ra a h\u00edv\u00e1s probl\u00e9male\u00edr\u00e1sa alapj\u00e1n. Vagy a ChatGPT \u00e9s m\u00e1s mesters\u00e9ges intelligencia haszn\u00e1lata az incidensk\u00e1rty\u00e1k\u00a0<\/span>sz\u00f6vegmez\u0151inek automatikus kit\u00f6lt\u00e9s\u00e9re<\/span><\/a>. B\u00e1r az AI hibalehet\u0151s\u00e9ge azt jelenti, hogy a tartalmat tov\u00e1bbra is szak\u00e9rt\u0151nek kell \u00e1tn\u00e9znie \u00e9s szerkesztenie, ez \u00e9rt\u00e9kes id\u0151t takar\u00edt meg a szervizoszt\u00e1lyoknak az egyszer\u0171 feladatokn\u00e1l.<\/span>\u00a0<\/span><\/p>\n

A mesters\u00e9ges intelligencia-alkalmaz\u00e1sok is az \u201earanyos, de haszontalan\u201d alkalmaz\u00e1sokb\u00f3l a v\u00e1llalkoz\u00e1sok sz\u00e1m\u00e1ra hasznos eszk\u00f6z\u00f6kk\u00e9 v\u00e1lnak. A chatbotok kor\u00e1bban (\u00e9s gyakran m\u00e9g mindig) olyan eszk\u00f6z\u00f6k voltak, amelyek az \u00fcgyfeleket frusztr\u00e1lt\u00e1k egyszer\u0171, hurokszer\u0171 besz\u00e9lget\u00e9si sz\u00e1lakkal \u00e9s minim\u00e1lis megold\u00e1sokkal. Most a\u00a0<\/span>chatbotok<\/span><\/a>\u00a0kihaszn\u00e1lhatj\u00e1k a mesters\u00e9ges intelligencia erej\u00e9t, hogy olyan\u00a0<\/span>komplex megold\u00e1sok m\u00e1trix\u00e1t<\/span><\/a>\u00a0ny\u00fajts\u00e1k, amelyek mind az \u00fcgyfelek, mind az \u00fcgyint\u00e9z\u0151k sz\u00e1m\u00e1ra el\u0151ny\u00f6sek.<\/span>\u00a0<\/span><\/p>\n

A 2024-es \u00e9vbe l\u00e9pve m\u00e9g csak most kezdj\u00fck meg az els\u0151 l\u00e9p\u00e9seket a mesters\u00e9ges intelligencia technol\u00f3gi\u00e1nak a service desk szoftverekben val\u00f3 alkalmaz\u00e1sa ter\u00e9n. Hossz\u00fa t\u00e1von azonban a mesters\u00e9ges intelligencia az informatikai r\u00e9szlegek sz\u00e1m\u00e1ra bomlaszt\u00f3 trend lesz. A h\u00edv\u00e1sok regisztr\u00e1l\u00e1sa \u00e9s kezel\u00e9se a kiszolg\u00e1l\u00f3 \u00fcgyint\u00e9z\u0151k munk\u00e1j\u00e1nak fontos r\u00e9sz\u00e9t k\u00e9pezi. Pontosan ez az adminisztr\u00e1ci\u00f3s munka az, amit az AI v\u00e1rhat\u00f3an automatiz\u00e1lni fog az elk\u00f6vetkez\u0151 \u00e9vekben.<\/span>\u00a0<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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2. Megn\u00f6vekedett ig\u00e9nyek a felhaszn\u00e1l\u00f3i \u00e9lm\u00e9nnyel kapcsolatban<\/h2>\n

Az informatikai csapatoknak egyre nagyobb elv\u00e1r\u00e1sokkal kell szemben\u00e9zni\u00fck a munkat\u00e1rsaiknak ny\u00fajtott szolg\u00e1ltat\u00e1sokkal kapcsolatban. A v\u00e9gfelhaszn\u00e1l\u00f3k z\u00f6kken\u0151mentes \u00e9s felhaszn\u00e1l\u00f3bar\u00e1t service desk-\u00e9lm\u00e9nyt v\u00e1rnak el, ez nem \u00fajdons\u00e1g. Van azonban n\u00e9h\u00e1ny olyan fejlem\u00e9ny, amely az elk\u00f6vetkez\u0151 \u00e9vekben m\u00e9g s\u00fcrget\u0151bb\u00e9 teszi ezt.<\/span>\u00a0<\/span><\/p>\n

Egyr\u00e9szt a mag\u00e1nc\u00e9l\u00fa alkalmaz\u00e1sok \u00e9vr\u0151l \u00e9vre jobbak. Mindegyik z\u00f6kken\u0151mentes \u00e9s s\u00farl\u00f3d\u00e1smentes felhaszn\u00e1l\u00f3i \u00e9lm\u00e9nyt ny\u00fajt. Az \u00fcgyfeleid pedig hasonl\u00f3 \u00e9lm\u00e9nyt v\u00e1rnak el akkor is, ha \u00fczleti szoftver\u00fckr\u0151l van sz\u00f3. Ha nem felelsz meg ezeknek az elv\u00e1r\u00e1soknak, akkor j\u00f3 es\u00e9llyel a koll\u00e9g\u00e1id azt a leg\u00fajabb ingyenes tervez\u0151eszk\u00f6zt fogj\u00e1k haszn\u00e1lni, amelyet 20 m\u00e1sodperc alatt le tudnak t\u00f6lteni, ahelyett, amit te gondosan kiv\u00e1lasztott\u00e1l a v\u00e1llalkoz\u00e1sod sz\u00e1m\u00e1ra.<\/span>\u00a0<\/span><\/p>\n

Emellett a\u00a0<\/span>hozz\u00e1f\u00e9r\u00e9si szabv\u00e1nyoknak<\/span><\/a>\u00a0val\u00f3 megfelel\u00e9s sok szervezet sz\u00e1m\u00e1ra egyre fontosabb t\u00f6rekv\u00e9s. R\u00e9szben a mai soksz\u00edn\u0171 munkaer\u0151 miatt: nyilv\u00e1nval\u00f3an azt szeretn\u00e9d, hogy az \u00e1ltalad k\u00edn\u00e1lt szoftver olyan emberek sz\u00e1m\u00e1ra is haszn\u00e1lhat\u00f3 legyen, akik mondjuk sz\u00ednvakok, vagy t\u00f6rt\u00e9netesen olvas\u00e1si probl\u00e9m\u00e1kkal k\u00fczdenek. Az olyan ir\u00e1nymutat\u00e1sok, mint a\u00a0<\/span>WCAG 2.1<\/span><\/a>, seg\u00edtik a szervezeteket ebben a t\u00f6rekv\u00e9sben.<\/span>\u00a0<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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3. Az \u00e9rt\u00e9kteremt\u00e9sre val\u00f3 \u00f6sszpontos\u00edt\u00e1s<\/h2>\n

A modern informatikai r\u00e9szlegek feladata nem annyira az informatikai infrastrukt\u00fara megk\u00f6nny\u00edt\u00e9se \u00e9s karbantart\u00e1sa, hanem az, hogy \u00e9rt\u00e9ket ny\u00fajtsanak \u00fcgyfeleiknek.\u00a0\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Az \u00e9rt\u00e9kteremt\u00e9sre val\u00f3 \u00f6sszpontos\u00edt\u00e1snak k\u00e9t f\u0151 mozgat\u00f3rug\u00f3ja van.<\/span>\u00a0<\/span><\/p>\n

Az ITSM-ben az \u201e\u00e9rt\u00e9kteremt\u00e9s\u201d fogalma az\u00a0<\/span>ITIL 4<\/span><\/a>-ben 2019-ben m\u00e9g n\u00e9pszer\u0171bb\u00e9 v\u00e1lt. Ahelyett, hogy az ITIL v3-hoz hasonl\u00f3an er\u0151sen a folyamatokra \u00f6sszpontos\u00edtana, az ITIL 4 az \u00fcgyfelek sz\u00e1m\u00e1ra t\u00f6rt\u00e9n\u0151\u00a0<\/span>\u00e9rt\u00e9kteremt\u00e9sre<\/span><\/a>\u00a0\u00f6sszpontos\u00edt. A c\u00e9l az, hogy felfedezd, mi \u00e9rt\u00e9kes az \u00fcgyfeleid sz\u00e1m\u00e1ra, \u00e9s pontosan ezt ny\u00fajtsd.<\/span>\u00a0<\/span><\/p>\n

A m\u00e1sik hajt\u00f3er\u0151 a n\u00f6vekv\u0151 infl\u00e1ci\u00f3, amellyel a szervezetek az elm\u00falt \u00e9vekben szembes\u00fcltek.\u00a0 Minden eddigin\u00e9l jobban elv\u00e1rj\u00e1k, hogy\u00a0<\/span>megmutasd, mit csin\u00e1lsz<\/span><\/a>\u00a0\u2013 \u00e9s megmagyar\u00e1zd, mi\u00e9rt nem tudn\u00e1d ezt 2 f\u0151vel kevesebb emberrel vagy 10%-os k\u00f6lts\u00e9gvet\u00e9si cs\u00f6kkent\u00e9ssel is megtenni.<\/span>\u00a0<\/span><\/p>\n

Min\u00e9l jobban tudod\u00a0<\/span>bizony\u00edtani az informatikai csapat \u00e9rt\u00e9k\u00e9t<\/span><\/a>, ann\u00e1l er\u0151sebb lesz az \u00e9rvel\u00e9sed a j\u00f6v\u0151 \u00e9vi k\u00f6lts\u00e9gvet\u00e9si t\u00e1rgyal\u00e1sokon.<\/span>\u00a0<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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4. A service flux gondolkod\u00e1sm\u00f3d – kezdj\u00fck kicsiben, iter\u00e1ljunk \u00e9s legy\u00fcnk pragmatikusak.<\/h2>\n

Az informatikai r\u00e9szlegek\u00a0<\/span>projektmegk\u00f6zel\u00edt\u00e9se is v\u00e1ltozik.<\/span><\/a>\u00a0A kiterjedt tervez\u00e9si \u00e9s megval\u00f3s\u00edt\u00e1si f\u00e1zisokkal j\u00e1r\u00f3, nagyszab\u00e1s\u00fa megval\u00f3s\u00edt\u00e1sok egyre ink\u00e1bb \u00e1tadj\u00e1k hely\u00fcket a projektek iterat\u00edv megk\u00f6zel\u00edt\u00e9s\u00e9nek.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span>Ezt a tendenci\u00e1t sz\u00e1mos szervezetn\u00e9l tapasztaljuk, \u00e9s mi a TOPdeskn\u00e9l\u00a0<\/span>\u201eservice flux\u201d<\/span><\/a>-nak nevezz\u00fck.<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span>A service flux megk\u00f6zel\u00edt\u00e9s a folyamatos \u00e1talakul\u00e1s elfogad\u00e1s\u00e1t jelenti. El\u0151sz\u00f6r az alacsony r\u00e1ford\u00edt\u00e1s\u00fa, nagy hat\u00e1s\u00fa v\u00e1ltoztat\u00e1sok v\u00e9grehajt\u00e1s\u00e1ra \u00f6sszpontos\u00edt, \u00e9s onnan halad tov\u00e1bb. Ez azt is jelenti, hogy el kell engedni az \u201eels\u0151re j\u00f3\u201d mentalit\u00e1st.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span>A service flux gondolkod\u00e1sm\u00f3d sz\u00e9p p\u00e9ld\u00e1ja a\u00a0<\/span>tud\u00e1smenedzsment.<\/span><\/a>\u00a0<\/span><\/p>\n

Hagyom\u00e1nyosan el\u0151sz\u00f6r megtervezel egy tud\u00e1sb\u00e1zist, amely tartalmazza az \u00f6sszes sz\u00fcks\u00e9gesnek tartott inform\u00e1ci\u00f3t, majd az eg\u00e9szet megval\u00f3s\u00edtod.\u00a0 A tud\u00e1smenedzsmenttel\u00a0<\/span>kicsiben kezded, \u00e9s menet k\u00f6zben b\u0151v\u00edted<\/span><\/a>. Minden \u00fcgyf\u00e9lnek lehet\u0151s\u00e9get adsz arra, hogy tud\u00e1selemeket hozzon l\u00e9tre \u00e9s adapt\u00e1ljon. A tud\u00e1s regisztr\u00e1l\u00e1s\u00e1t \u00e9s friss\u00edt\u00e9s\u00e9t a mindennapi folyamataik r\u00e9sz\u00e9v\u00e9 teszed \u2013 egy apr\u00f3 l\u00e9p\u00e9ss\u00e9 az egyes h\u00edv\u00e1sok kezel\u00e9s\u00e9ben. Csapatod minden nap \u00e9s minden \u00f3r\u00e1ban lassan \u00e9p\u00edti \u00e9s fejleszti tud\u00e1sb\u00e1zis\u00e1t. Sokkal hat\u00e9konyabb, mintha a nagy mennyis\u00e9g\u0171 munk\u00e1t p\u00e9ntek d\u00e9lut\u00e1nra tartogatn\u00e1k.<\/span>\u00a0<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n

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Maradj naprak\u00e9sz a leg\u00fajabb ITSM trendekkel kapcsolatban<\/h2>\n

Szeretn\u00e9l naprak\u00e9sz maradni az ITSM leg\u00fajabb trendjeivel \u00e9s fejleszt\u00e9seivel kapcsolatban? Iratkozz fel, \u00e9s kapd meg a legfrissebb tartalmakat egyenesen a postal\u00e1d\u00e1dba.<\/span>\u00a0<\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Milyen ITSM trendeket \u00e9s fejleszt\u00e9seket fogunk l\u00e1tni 2024-ben? Ezek milyen hat\u00e1ssal lesznek a munk\u00e1dra?\u00a0Renske\u00a0van\u00a0der\u00a0Heide, a strat\u00e9giai \u00e9s innov\u00e1ci\u00f3s r\u00e9szleg vezet\u0151je osztja meg meg\u00e1llap\u00edt\u00e1sait.\u00a0 1. Az AI-alkalmaz\u00e1sok kezdenek val\u00f3di hat\u00e1st gyakorolni A mesters\u00e9ges intelligencia felismer\u00e9se, mint a digit\u00e1lis k\u00f6rnyezet\u00fcnk egyik f\u0151 trendje, nem \u00fajdons\u00e1g \u2013 \u00e9s csak egyre fontosabb\u00e1 v\u00e1lik. A\u00a0Gartner el\u0151rejelz\u00e9se szerint\u00a02025-re a szervezetek 70%-a<\/p>\n","protected":false},"author":1,"featured_media":18961,"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-18958","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":"\nTop 4 ITSM trend 2024-ben | TOPdesk<\/title>\n<meta name=\"description\" content=\"2024 ITSM trendek: AI alkalmaz\u00e1sok t\u00e9rnyer\u00e9se, felhaszn\u00e1l\u00f3i \u00e9lm\u00e9ny fokoz\u00e1sa, \u00e9rt\u00e9kteremt\u00e9s f\u00f3kusz. 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