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  • ITSM
    2020-09-04 11:21:20

    itsm软件

    Modern businesses shift and evolve rapidly, but the need for strong IT service management (ITSM) remains constant. It is crucial for organizations to build and maintain a sustainable IT system to accelerate business growth and promote digitization.

    现代企业瞬息万变,发展Swift,但是对强大的IT服务管理(ITSM)的需求仍然保持不变。 对于组织而言,构建和维护可持续的IT系统以加快业务增长和促进数字化至关重要。

    Increasingly, IT departments are expected to do more with less, all the while improving IT responsiveness to governance, risk management, incident management, and more. Adding further complexity to an already intricate environment, IT systems need to smoothly integrate upgraded tools and applications into business workflows as technology evolves at an exponential speed.

    越来越多的IT部门希望事半功倍,同时还能提高IT对治理,风险管理,事件管理等的响应能力。 随着技术以指数级的速度发展,IT系统需要将升级后的工具和应用程序平稳地集成到业务工作流程中,这给已经错综复杂的环境增加了更多的复杂性。

    Organizations, therefore, require efficient ITSM to quickly and proactively address problems before they impact business operations.

    因此,组织需要高效的ITSM,以在问题影响业务运营之前快速主动地解决问题。

    什么是ITSM? (What is ITSM?)

    ITSM, or IT service management, refers to a set of IT policies, processes, and practices put in place to ensure that IT services are aligned with the business needs. By encompassing all managerial components of information technology, ITSM governs the way these practices are architected, delivered, and maintained in the organization.

    ITSM或IT服务管理是指为确保IT服务与业务需求保持一致而制定的一组IT策略,流程和实践。 通过包含信息技术的所有管理组件,ITSM可以控制组织中这些实践的体系结构,交付和维护方式。

    As all this cannot be achieved manually, ITSM comprises multiple tools, processes, and frameworks implemented to facilitate the management. Moreover, ITSM tools can also be designed to address the needs of specific industries like healthcare, construction, finance, and more.

    由于无法通过手动方式实现所有这些功能,因此ITSM包含为便利管理而实施的多个工具,流程和框架。 此外,还可将ITSM工具设计为满足医疗,建筑,金融等特定行业的需求。

    Most of the organizations today rely on ITSM tools to execute policies and processes that drive agility, operational efficiency, automation, and customer satisfaction. However, due to the rapid evolution of the ITSM software market, businesses find it challenging to choose ITSM software with the right features that fulfill their functional requirements.

    如今,大多数组织都依靠ITSM工具来执行可提高敏捷性,运营效率,自动化和客户满意度的策略和流程。 但是,由于ITSM软件市场的快速发展,企业发现选择ITSM软件具有挑战性 具有满足其功能要求的正确功能。

    In this blog, we will highlight some of the must-have features an ITSM software should have, the benefits they can bring to your organization, and the integrations that enable your ITSM tool to work better than ever.

    在此博客中,我们将重点介绍ITSM软件应具有的一些必备功能,它们可以为您的组织带来的好处以及使ITSM工具能够比以往更好地工作的集成。

    ITSM软件的必备功能 (Must-have features of ITSM software)

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    As your organization embarks on a digital transformation journey, it is natural to expect that IT services offer deeper support to business functions. Some businesses experience higher ROI with a particular set of ITSM features while other organizations find a different set of features more useful. Although most of the critical ITSM features are subjective to use cases and vary among organizations, there are still some basic features that your ITSM software should offer.

    随着您的组织开始数字化转型之旅,很自然地期望IT服务为业务功能提供更深层次的支持。 一些企业通过使用特定的ITSM功能集获得更高的ROI,而其他组织则发现更有用的不同功能集。 尽管大多数关键ITSM功能受用例的影响,并且因组织而异,但是ITSM软件仍应提供一些基本功能。

    1.资产发现和管理 (1. Asset discovery and management)

    Although asset discovery and management are predominately an ITAM solution’s features, their integration with ITSM tools offers complete visibility and control into the IT environment.

    尽管资产发现和管理主要是ITAM解决方案的功能,但是它们与ITSM工具的集成提供了对IT环境的完全可见性和控制力。

    With this integration, you can effectively manage changes, configurations, provisioning, deployment, licensing accesses, and incidents. This will enable actionable insights and data-driven decision making across all IT assets without exhausting your IT teams. By tracking all IT assets in real-time, this integration would automate the configuration and would allow you to offer enhanced remote IT support.

    通过此集成,您可以有效地管理更改,配置,供应,部署,许可访问和事件。 这将使所有IT资产都具有可行的见解和以数据为依据的决策,而不会耗尽您的IT团队。 通过实时跟踪所有IT资产,此集成将使配置自动化,并使您能够提供增强的远程IT支持。

    2.事件管理 (2. Incident management)

    The consequences of unplanned downtime can be disastrous. It not only costs your organization money but also results in lost productivity and impaired business processes. According to an Everbridge report, unplanned IT downtime costs organizations approximately $8,662 and it takes an average of 27 minutes to assemble IT response teams in the event of an incident.

    计划外停机的后果可能是灾难性的。 这不仅会花费您的组织资金,还会导致生产力下降和业务流程受损。 根据Everbridge的报告,计划外的IT停机成本使组织损失约8,662美元,一旦发生事件,平均需要27分钟才能组建IT响应团队。

    Automating incident management with ITSM software enables your IT teams to offer swift and proactive incident management to help address the issues before they escalate and disrupt your business processes. An ideal ITSM software will allow your IT teams to use historical data to predict future issues, enabling you to take necessary actions to keep the operations running smoothly.

    使用ITSM软件自动进行事件管理,可使您的IT团队提供快速主动的事件管理,以在问题升级和破坏您的业务流程之前帮助解决问题。 理想的ITSM软件将使您的IT团队能够使用历史数据来预测未来的问题,使您能够采取必要的措施来保持运营的顺利进行。

    3.配置管理 (3. Configuration management)

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    From tracking the configurations of and relationships between various IT assets to ensuring that any changes to the IT environment go smoothly through a single database, configuration management in ITSM manages it all. It helps your teams to better understand the IT environment and enhances the capabilities of your ITSM software.

    从跟踪各种IT资产的配置和它们之间的关系,到确保对IT环境的任何更改都可以通过单个数据库顺利进行,ITSM中的配置管理可以对其进行全部管理。 它可以帮助您的团队更好地了解IT环境,并增强ITSM软件的功能。

    The state of hardware and software assets shift often in highly engaging IT environments. IT teams should update the configurations regularly based on updated company policies and to meet the requirements for different end-users. The updated state of these assets is stored in the ITAM solution and the configuration information is maintained in the Configuration Management Database (CMDB).

    在高度参与的IT环境中,硬件和软件资产的状态通常会发生变化。 IT团队应根据更新的公司策略定期更新配置,并满足不同最终用户的要求。 这些资产的更新状态存储在ITAM解决方案中,而配置信息则保留在配置管理数据库(CMDB)中。

    By using information from the ITAM tool, your CMDB will be able to keep updated information about assets history, relationships, and licensing. By integrating these processes with an ITSM tool, you will be able to better track your IT assets in real-time and avoid the risk of non-compliance.

    通过使用ITAM工具中的信息,您的CMDB将能够保留有关资产历史记录,关系和许可的更新信息。 通过将这些流程与ITSM工具集成在一起,您将能够更好地实时跟踪IT资产,并避免违规的风险。

    4.知识管理 (4. Knowledge management)

    To encourage problem-solving with self-service support, knowledge management is the ITSM capability to constantly improve the effective and convenient use of information. Coupled with your ITAM tool, it becomes a knowledge repository solution that reduces the incident resolution time, asset downtime, and overhead costs. Along with assets lifecycle knowledge, it offers workflows to publish, manage, and optimally utilize growing knowledge assets, hence simplifying the knowledge creation and management process.

    为了鼓励通过自助服务支持解决问题,知识管理是ITSM的功能,可以不断改善信息的有效和便捷使用。 与您的ITAM工具一起使用,它成为知识库解决方案,可减少事件解决时间,资产停机时间和间接费用。 它与资产生命周期知识一起,提供了发布,管理和最佳利用不断增长的知识资产的工作流,从而简化了知识创建和管理过程。

    ITSM软件的好处 (Benefits of ITSM software)

    The impact of ITSM software extends beyond IT infrastructure management and impact the entire business. A holistic approach to service, asset, and knowledge management standardizes key operational processes and enables self-service throughout the business. Along with the continuous improvement of operations and services, efficient ITSM software offers the following key benefits:

    ITSM软件的影响不仅限于IT基础架构管理,还影响整个业务。 服务,资产和知识管理的整体方法可标准化关键运营流程,并在整个企业中实现自助服务。 随着运营和服务的不断改进,高效的ITSM软件具有以下主要优点:

    · Enhanced incident management: Its incident management capability dramatically improves the incident response and resolution time and employee productivity while minimizing operational and asset downtime.

    ·增强的事件管理:其事件管理功能极大地改善了事件响应和解决时间,提高了员工生产力,同时最大程度地减少了运营和资产停机时间。

    · Reduced operational costs: By automating processes and implementing self-service portals, your ITSM tool helps eliminate unnecessary manual effort and reduces overhead costs. Employees can use self-service options for problem-solving instead of calling on the help desk for every minor issue.

    ·降低运营成本:通过使流程自动化和实施自助服务门户,您的ITSM工具有助于消除不必要的人工工作并降低管理费用。 员工可以使用自助服务选项来解决问题,而不必为每个小问题呼叫服务台。

    · Greater visibility: Empowering your teams with intuitive and actionable knowledge, ITSM software provides a better understanding and tracking of your KPIs. Its business intelligence and reporting capabilities help you make actionable decisions so you can stay ahead of your competition at all times.

    ·更大的可见性:ITSM软件为您的团队提供直观和可操作的知识,可以更好地理解和跟踪您的KPI。 它的商业智能和报告功能可帮助您制定可行的决策,从而始终保持竞争优势。

    · Improved governance: IT service management software improves governance to a significant degree by delivering internal controls where necessary and by providing greater insight into the assets’ usage.

    ·改进的治理:IT服务管理软件通过在必要时提供内部控制并更深入地了解资产的使用情况,从而在很大程度上改善治理。

    · Improved accountability: As ITSM software standardizes best practices and overall business processes, you can track that every process conforms to your set policies and procedures.

    ·增强的责任感:随着ITSM软件将最佳做法和整个业务流程标准化,您可以跟踪每个流程是否符合您设置的策略和过程。

    连接ITSM和ITAM-从筒仓到集成系统 (Connecting ITSM and ITAM — From silos to integrated systems)

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    Where ITSM focuses on IT assets in terms of services, operations, and business values, ITAM tools manage IT assets in terms of locations, costs, risks, compliance, and security. Although both of these tools add value to your organization independent of each other, collaborating IT asset and service management can reap greater benefits. Collectively, these two form the backbone of IT infrastructure and operations by combining people, processes, data, and tools.

    ITSM在服务,运营和业务价值方面专注于IT资产,而ITAM工具则在位置,成本,风险,合规性和安全性方面管理IT资产。 尽管这两种工具都可以彼此独立地为您的组织增添价值,但是,协作进行IT资产和服务管理可以获得更大的收益。 两者通过组合人员,流程,数据和工具共同构成了IT基础架构和运营的骨干。

    An integration between ITSM and ITAM would establish a seamless flow of IT processes across both disciplines. This collaboration will enable you to manage the life cycle of services and support cases, all the while handling underlying hardware and software assets. The integration can establish a seamless flow of IT processes across both disciplines.

    ITSM和ITAM之间的集成将在两个学科之间建立无缝的IT流程流。 通过这种协作,您可以在处理基础硬件和软件资产的同时管理服务和支持案例的生命周期。 集成可以在两个学科之间建立无缝的IT流程流。

    Mentioned below are a few benefits of an integrated approach to ITSM and ITAM tools:

    下面提到的是ITSM和ITAM工具的集成方法的一些好处:

    · Data center consolidation

    ·数据中心整合

    · Improved change management processes

    ·改进的变更管理流程

    · Better understanding of IT asset relationships

    ·更好地了解IT资产关系

    · Reduced IT asset downtime and improved incident management

    ·减少IT资产停机时间并改善事件管理

    · Complete visibility into machines and business operations

    ·全面了解机器和业务运营

    · Employee empowerment with an asset-aware self-service

    ·通过资产感知自助服务增强员工能力

    It is for these reasons that ITSM and ITAM software continue to be core components of agile business and are critical in their ability to drive value for them.

    出于这些原因,ITSM和ITAM软件仍然是敏捷业务的核心组件,并且对于它们为它们创造价值的能力至关重要。

    Read more: 4 tips for choosing the right ITAM solution for your business needs

    阅读更多:为您的业务选择正确的ITAM解决方案的4个技巧

    关于AssetSonar(About AssetSonar)

    AssetSonar is the leading ITSM software used by IT-intensive organizations and businesses all over the globe.

    AssetSonar是全球IT密集型组织和企业使用的领先ITSM软件

    Sign up today for a free 15-day trial.

    立即注册以免费试用15天。

    For more assistance, drop us an email at support@assetsonar.com. You can also visit our blog for detailed support posts.

    如需更多帮助,请给我们发送电子邮件至support@assetsonar.com。 您也可以访问我们的博客以获取详细的支持文章。

    Join the Conversation: Twitter | Facebook

    加入对话: Twitter | 脸书

    翻译自: https://blog.assetsonar.com/key-features-of-itsm-software-db59fbe57629

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