产品经理洞察：到2025年即服务的变化情况

{"type":"doc","content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"分析师：Brandon Medford, Mike Dorosh","attrs":{}}]},{"type":"heading","attrs":{"align":null,"level":3},"content":[{"type":"text","text":"适应 2025 年的即服务产品","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"随着云交付和消费模式对整个IT市场的持续性颠覆，IaaS、PaaS和SaaS已经催生了许多","attrs":{}},{"type":"link","attrs":{"href":"https://www.gartner.com/cn/doc/727805-product-manager-insight-changes-in-as-a-service-through-2025","title":null,"type":null},"content":[{"type":"text","text":"即服务","attrs":{}}]},{"type":"text","text":"衍生品。产品经理必须了解这些趋势，并优先在一切即服务中发挥其价值。","attrs":{}}]},{"type":"heading","attrs":{"align":null,"level":3},"content":[{"type":"text","text":"即服务概述","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"关键发现未来，一切即服务（XaaS）的价值和差异化将与功能和属性的持续交付息息相关，而不仅仅涉及堆栈管理。 XaaS产品将越来越多地包含人工智能（AI）/机器学习（ML），从而进行本地化、优化、自动化和额外 价值创造。 XaaS将越来越模块化，通过低代码和其他形式的自助服务更具灵活性。","attrs":{}}]},{"type":"heading","attrs":{"align":null,"level":3},"content":[{"type":"link","attrs":{"href":"https://www.gartner.com/cn","title":null,"type":null},"content":[{"type":"text","text":"Gartner","attrs":{}}]},{"type":"text","text":"建议","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"strong","attrs":{}}],"text":"为了在2025年开发出具有重要意义的XaaS产品，产品经理必须：","attrs":{}}]},{"type":"bulletedlist","content":[{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"使交付速度与特定客户群接受变化的能力相一致，在产品规划中接受快速、持续的交付模式。","attrs":{}}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"获取和利用可用可访问的、并与关键产品用例相关的数据类型，通过人工智能提供差异化的增值服务。","attrs":{}}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"增加可配置选项，使客户能够进行探索和共同创造，并协调产品模块与生态系统中的其他产品，将重点 转移到差异化的商业价值上。","attrs":{}}]}]}],"attrs":{}},{"type":"heading","attrs":{"align":null,"level":3},"content":[{"type":"text","text":"Gartner分析","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"技术的快速更迭带来源源不断的商业机遇，而产品经理只有以同样的速度发展才能把握这些机遇。组织结 构、流程和文化通常不能够适应快速的变化，所以产品经理需要加速发展其团队，采用更敏捷和主动的实 践做法。","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"本份Gartner关于","attrs":{}},{"type":"link","attrs":{"href":"https://www.gartner.com/cn/doc/727805-product-manager-insight-changes-in-as-a-service-through-2025","title":null,"type":null},"content":[{"type":"text","text":"2025年产品经理的报告","attrs":{}}]},{"type":"text","text":"可以使您规划和转变产品团队，应对未来的挑战。 即服务交付模式的引入让从企业基础设施到消费者软件几乎所有的技术领域都受到了影响。虽然各领域 的颠覆方式不同，但推动企业机构选择即服务的因素却是相同的。到2025年，即服务模式的价值将由持续交付、ML功能支持和产品配置能力来定义（见表1）。","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","marks":[{"type":"strong","attrs":{}}],"text":"即服务：是一种技术解决方案;","attrs":{}},{"type":"text","text":"（1）技术堆栈中产品下面的所有层次由供应商负责 管理（2）价格通过计价或订阅决定。","attrs":{}}]},{"type":"image","attrs":{"src":"https://static001.geekbang.org/infoq/49/49d2f2835b123434f1b309252dcfea32.png","alt":"Gartner即服务预测","title":null,"style":[{"key":"width","value":"75%"},{"key":"bordertype","value":"none"}],"href":null,"fromPaste":true,"pastePass":true}},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"持续交付更新和功能 即服务方式交付的产品在更新方面有两个主要的价值主张。客户避免了实施或更新的初始成本，也避免了 与实施和更新失败相关的风险。这使得产品比传统交付方式更灵活。到2025年，大多数客户将认为价值 来自于交付的速度。 一些市场将要求快速交付，另一些市场则更加谨慎，但相同的是它们都需要进行统一、可预测的更新。为此，产品经理必须为其即服务产品铺设部署管道，并利用DevOps原则将功能开发流程程序化。广义上讲， 这需要循环利用功能清单（feature backlog）、冲刺（sprint）、发布（release）和回顾（retrospective），如图1所示。","attrs":{}}]},{"type":"image","attrs":{"src":"https://static001.geekbang.org/infoq/a3/a3f81845ebce2916677b364fa5733795.png","alt":"DevOps原则支持持续发布交付","title":null,"style":[{"key":"width","value":"75%"},{"key":"bordertype","value":"none"}],"href":null,"fromPaste":true,"pastePass":true}},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"虽然软件产品可能会发现这种过渡十分直观——也许是通过应用DevOps策略，如功能开关和金丝雀部署 ——但对于任何正在或将要通过即服务交付的产品来说，这都是十分必要的。","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"产品经理还需要牢记系统集成点，避免对客户造成不必要的干扰。这些集成点包括API、基于用户体验的 机器人流程自动化（RPA）和许多其他向后兼容的问题。潜在的干扰需要成为发布评审过程的一部分。产 品经理还需要适当平衡速度（通过查看变更请求的数量和频率以及客户群的可靠性期望等因素）和干扰。 然后，建立开发流程以达到理想的发布速度。","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"最终，客户所期望的持续优化服务将迫使服务供应商重新思考收集、评估和排列客户需求的方法，并 绘制路线图。快速收集和审查需求，不断听取客户反馈，评审竞争格局和情报，以及更新路线图将是 保持竞争力的关键。","attrs":{}}]},{"type":"heading","attrs":{"align":null,"level":4},"content":[{"type":"text","text":"创建使用AI和ML的功能","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"以即服务方式交付的产品会受到供应商的管理和监督，因此供应商能够获得大量有价值的元数据，特别是 关于客户行为和产品使用情况的元数据。这是本地应用所不具备的一个主要优势，因为收集本地应用的产 品数据十分复杂。","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"这些数据可以作为未来发布创意的参考，也可以作为AI/ML功能的数据源，从而改善客户体验，为用户提 供可操作洞察。","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"Gartner的调查数据表明，现在只有不到10%的企业机构在大规模利用人工智能，而 超过80%的企业机构还处于实验或规划阶段。","attrs":{}},{"type":"text","marks":[{"type":"italic","attrs":{}}],"text":"——2020年Gartner关于AI对技术和服务供应商产品和服务的影响调查","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"AI/ML不易部署，所以产品经理要使其产品功能在2025年之前利用这些能力，就需要从现在开始行动。他 们首先需要用专门的产品分析工具收集数据。但是要注意保护客户数据，而且产品经理收集以供内部使用 元数据为使用情况元数据，而不是客户专有数据。然后，他们必须与数据科学家合作，建立模型来检验数 据的价值。一个产品可能有多种不同类型的元数据，并能够揭示其他匿名用户过去使用某一特定功能的情 况。这些元数据可能来自：","attrs":{}}]},{"type":"bulletedlist","content":[{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"时间戳或计时器","attrs":{}}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"普通条目/活动","attrs":{}}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"基于职位的偏好","attrs":{}}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"路径分析","attrs":{}}]}]}],"attrs":{}},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"一旦产品经理确定了数据集的价值和重要性，他们就必须决定在产品的哪里融入AI/ML元素。这是不能孤 立完成的。到2025年，内置AI/ML集成的功能将在即服务交付产品中十分普遍。将评论或建议无缝、准 确嵌入功能中的产品将与那些提供可忽略或不准确AI/ML功能的批量产品区分开来。例如：","attrs":{}}]},{"type":"bulletedlist","content":[{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"具有云配置和协调功能的云管理平台产品可能会在部署点为用户提供其他匿名用户在何种环境部署 类似的工作负载、甚至这些工作负载如何定期满足性能预期的示例。","attrs":{}}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"低代码PaaS产品可以根据ML（以所有先前的成功部署进行训练），提供后续行动建议（预测）。","attrs":{}}]}]},{"type":"listitem","attrs":{"listStyle":null},"content":[{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"如果用户在一个给定的页面上停留的时间已经超过了预期，网络应用可以提示用户，并提供常用的空 白选项，或者提供一个启动支持聊天的选项。","attrs":{}}]}]}],"attrs":{}},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"一些客户即使是以匿名的形式，也可能难以收集和重新使用与他们活动有关的元数据。在这种情况下，产品 经理可能需要提供退出条款，并规划他们可能对收集数据的真实性产生的影响。","attrs":{}}]},{"type":"heading","attrs":{"align":null,"level":4},"content":[{"type":"text","text":"开发有针对性的配置选项以提高市场份额","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"相对服务来说，产品更加标准化，前者的每个部署和/或客户都需要一个独特的互动方式。即服务方式提 供的产品介于这两个极端之间，为提高效率而牺牲了可定制性，但许多产品在利用即服务模式时必须缩小 已解决用例的范围。为了扩大总体目标市场并支持不断变化的客户需求，负责2025年即服务交付产品的 产品经理需要开发以客户为中心的针对性配置选项，使产品更接近客户价值。图2蓝色代表产品的范围。","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"图2：通过针对性配置选项来增加价值","attrs":{}}]},{"type":"image","attrs":{"src":"https://static001.geekbang.org/infoq/fa/fa143e73965461f31a6c969980502b54.png","alt":"","title":null,"style":[{"key":"width","value":"75%"},{"key":"bordertype","value":"none"}],"href":null,"fromPaste":true,"pastePass":true}},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"他们需要开发一些关键的配置选项，但不得超过产品在价值链中的一个层次。这些选项不是其他版本，也 不应该是复合产物（除非产品的范围有意改变，例如，建立一个全新的、专门的功能集或配套产品）。与 大规模定制不同的是，这些选项在部署后依然可以改变，但改变内容取决于客户。例如，云基CRM可以 提供低代码/无代码的选项，从而与联络中心的解决方案整合。如果联络中心的解决方案是基于微服务架 构，如通信平台即服务（CPaaS），或者两个应用程序都运行在一个容器化架构中，这些选项也能够使用。","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"在模块化产品和高度集成的产品组中，产品模块之间的集成点可能有额外的配置机会。任何这样的互操 作性都应该为该套件的客户产生不同的效用（例如，在整个模块中持续存在的业务规则，而不需要客户 的额外输入），以抵消客户的额外锁定。","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"link","attrs":{"href":"https://www.gartner.com/cn/doc/727805-product-manager-insight-changes-in-as-a-service-through-2025","title":null,"type":null},"content":[{"type":"text","text":"下载Gartner该份研究","attrs":{}}]}]},{"type":"heading","attrs":{"align":null,"level":4},"content":[{"type":"text","text":"关于","attrs":{}},{"type":"link","attrs":{"href":"https://www.gartner.com/cn","title":null,"type":null},"content":[{"type":"text","text":"Gartner","attrs":{}}]},{"type":"text","text":"（高德纳）","attrs":{}}]},{"type":"paragraph","attrs":{"indent":0,"number":0,"align":null,"origin":null},"content":[{"type":"text","text":"Gartner,Inc.（纽约证券交易所：IT）是全球领先的","attrs":{}},{"type":"link","attrs":{"href":"https://www.gartner.com/cn","title":null,"type":null},"content":[{"type":"text","text":"信息技术研究和顾问公司","attrs":{}}]},{"type":"text","text":"，也是标准普尔500指数包含的上市公司之一。Gartner为企业领导者提供必不可少的见解、建议和工具，以帮助他们达成其优先处理的关键事项及建设在未来能够取得成功的企业机构。Gartner完美结合了专家主导、来源于从业者的资源和数据驱动的研究，使客户能够在最重要的问题上做出正确的决策。Gartner的客户遍及100多个国家的14,000个企业机构，覆盖各行各业、各种企业规模的主要职能部门。这些客户都深信Gartner是客观的资源提供者和重要合作伙伴。欲了解更多Gartner如何帮助决策者推动企业未来发展，请访问","attrs":{}},{"type":"link","attrs":{"href":"https://www.gartner.com/cn","title":"","type":null},"content":[{"type":"text","text":"Gartner中国官网","attrs":{}}]},{"type":"text","text":"https://www.gartner.com/cn","attrs":{}}]}]}