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Ukuba yi--Niqinisekisiweyo-uMqeqeshi-uMthengi-uMphathi
26 Dec 2017

I-ITIL: Ukwahluka phakathi koLawulo lweNkcazo kunye noLawulo lweengxaki

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ithunyelwe ngu

NjaniI-ITIL ihlukanisa iingxaki kunye neziganeko

Iziganeko kwiiklasi ze-ITIL® Foundation zihlala zicinga ukuba ukuvavanya kwayo kuyahlukana phakathi kweziganeko kunye neengxaki. Ukujongana nalo mbandela kwaye unikele ukukhanyisa, le bhulogi iya kwahlula ukwahlukana phakathi kweziganeko kunye neengxaki, ukuba zidibene njani, kwaye kutheni zenza umehluko.

Yintoni iNgxelo kwi-ITIL?

Njengoko kuboniswe yi-ITIL, isiqhelo kukungeniswa kwintsebenzo okanye ukuhlaziywa kwimeko yesevisi. Yintoni ehlala ikhetha umyalelo wento into eyenzekayo kungakhathaliseki ukuba isivumelwano sezinga leenkonzo (SLA) siphuliwe. Yiba oko kunjalo, i-ITIL ithatha ingqwalasela ekukhuliseni i-occurrence phambi kokuba i-SLA iphulwe ukuze ikhutshwe okanye ikulindeleke ukuba ithinteke.

Kwimiqathango yomntu, isiqendu kukubonakaliswa komntu omnyama.

Iyintoni Ingxaki kwi-ITIL?

Njengoko kuboniswe yi-ITIL, ingxaki ngumthombo weengcambu ze-episodes enye. Iingxaki zinokukhutshwa ngokukhanya ubuncinane, okanye ziyakhuliswa ngaphandle kobuqhetseba.

Kwimiqathango yomntu, ingxaki kukubonakalisa imbangela okanye ubunobangela okanye ubuncinane bodwa.

Yintoni Ubudlelwane phakathi kweziganeko kunye neengxaki kwi-ITIL?

Njengomthetho, ubudlelwane phakathi kwezi zibini kukuba enye ingxaki yeso sibonelelo esisodwa. Kwimeko nayiphi na into, kucingeka ukuba ne-occurrence (okanye ukuqokelela iziqendu) ezidalwe ngxaki enye.

Kutheni i-ITIL ihlukanisa phakathi kweziganeko kunye neengxaki?

Injongo yokuqonda iziganeko kunye neengxaki zifana neemeko zokuzihlukanisa kunye neziphumo zokuphela. Iingxaki ziyimbangela, kwaye iziqwenga ziyimpembelelo.

I-ITIL ikhuthaza imibutho ukuba ikwazi ukuqonda ezi zinto ngokubhekiselele ekubeni iimbini zihlala ziphathwa kwaye zilungiswe ngendlela engalindelekanga. Ukulindela isiqhelo kubonisa ukuba nayiphi inkonzo echaphazelekayo iye yasungulwa ngokutsha. Akuthethi ukuba oku kwenzekayo akuyi kuphinda kamva okanye kamva. Xa ndithi "ngento," khumbula ukuba oko kungathetha umzuzu omnye okanye iminyaka eyi-10. Inyaniso yolu mbandela kukuba ukuzimisela kwisiganeko akuguquki.

Iingxaki, nakubani na, zizathu zeziganeko. Sinokusebenzisa iindlela ezahlukileyo zokuhlukanisa umthombo wengxaki kwaye ekugqibeleni sixazulule loo ngxaki. Ngelo xesha xa kwenzeka isigqibo, utshintsho lolawulo lugxininiswe ngokubhekiselele kwinto yokuba ukuxhomekeka kwimithombo yengcambu iquka ixesha elithile leengozi.

Ulawulo olubonakalayo olunamandla luqinisekisa ukuba njengomthengisi wenkonzo ungagcina iziqinisekiso ozenzileyo kwii-SLA zakho ngokunika inkqubo ukuvuselela ngokukhawuleza inkonzo xa ibalulekileyo. Ulawulo lweengxaki luqinisekisa ukuba njengomthengisi wenkonzo unokuphendula ngokubhekisele kwiziganeko ezingenakuphinda kwaye ziqhube ngokuqhubekayo izigcawu zenzeke.

Ezi ziinkqubo ezahlukileyo kuba zihlala zifuna isethi kunye nokuzivocavoca. Ulawulo lwemihla ngemihla ludinga ukuhlaziya ngokukhawuleza inkonzo ngokuhambelana naluphi na ama-SLA awamiselwayo ngaphandle kokuba ulawulo lweengxaki lufuna ukubulala imithombo yeengcambu zeziqephu. Kwamanye amaxesha ukulungiswa ngokusemthethweni kwengxaki, umthengisi wenkonzo kufuneka alethe okanye akwandise ukumnyama kwamanje.

Isisombululo sethu

Iziganeko zisebenza kwinkqubo yolawulo lweengxaki kunye nezicwangciso ngokubhekiselele kwimicimbi yabo yokusebenza yendawo yokusebenza kwi-Mastering Problem Management course. Oku kungengqinisiso, ukuqhutyelwa kwindlela yokufunda eqhutywayo kunika abafundi izixhobo ezifunekayo kwi-ITIL yesicelo.

Iikhosi ezidibeneyo

Shiya iMpendulo

 
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