Insights
ITSM management methodology and practical thinking
Why Do We Need to Measure User Experience When We Have Performance Monitoring?
Server CPU is normal, database has no slow SQL, network bandwidth is not high, but users keep reporting the system is slow. Everything looks normal in monitoring, yet user experience is abnormal — where is the problem?
NI-System v7.0 ITSM Feature Brief: Network Quality Monitoring
Network latency is the most comprehensive, sensitive, and trend-valuable metric. Hanyuan Wangzhi uses network latency as the primary metric for network troubleshooting — latency first, then details — to effectively identify hidden network bottlenecks.
Hanyuan Wangzhi Sharing: Why Should IT Departments Establish a Service Desk Role?
The service desk is not just for unified intake, but also the closed loop of quality checks, the frontline for knowledge deposition and reuse, and the entry point for data quantification. Understand the necessity of the service desk from the perspective of a tiered support system.
From "Monitoring" to "Correction", Taking the First Step of ITSM
The value stream of "from monitoring to correction" discovers information system anomalies through monitoring, records them as "incident tickets" and defines their "causes", then eliminates the causes through remediation and changes, forming a closed loop between monitoring and incidents.
Managing Around the Full Lifecycle of "Business Systems"
Full lifecycle management of "business systems" includes: requirements justification before build, project progress and risks during build, incidents and problems during operations, and continuously evolving requirements and changes.
The Journey of an ITSM Project
An ITSM project is not simply "I provide, you use," but a process full of communication and engagement. From creating the journey map to the complete 19-step implementation path, the more thorough the communication, the higher the project quality.
ITSM Needs to Be Planned from the Organization's Overall Goals
The purpose of the ITSM management system is to establish a system that enables IT work to adapt and self-optimize amid constantly changing external and internal conditions. The three-step closed loop of measure, assess, and guide makes data drive IT management.