{"id":14397,"date":"2022-01-10T07:19:28","date_gmt":"2022-01-10T06:19:28","guid":{"rendered":"https:\/\/www.topdesk.mom\/da\/?p=14397"},"modified":"2025-01-29T10:11:59","modified_gmt":"2025-01-29T09:11:59","slug":"automatisering-i-servicedesken","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/da\/blog\/automatisering-i-servicedesken\/","title":{"rendered":"4 m\u00e5der du kan anvende automatisering p\u00e5 i servicedesken"},"content":{"rendered":"

Hvordan kan du bedst muligt optimere arbejdet i servicedesken? Et ord; automatisering.\u00a0<\/strong><\/p>\n

Hvad er automatisering?<\/h2>\n

Inden vi dykker ned i de forskellige automatiseringsmuligheder, skal vi f\u00f8rst have kortlagt, hvad begrebet automatisering d\u00e6kker over. Helt konkret er automatisering et udtryk for, at et system udf\u00f8rer en given handling uden menneskelig behandling, aktivering eller lignende. Automatisering findes i mange afskygninger, fra simple handlinger til st\u00f8rre integrationer og valideringer.<\/p>\n

S\u00e5dan kommer du bedst muligt i gang med automatisering<\/h2>\n

M\u00e5ske har du nogle processer, som du \u00f8nsker at automatisere. Men f\u00f8r du kan g\u00f8re dette, kr\u00e6ver det, at du har et indblik i den givne proces. Derfor anbefaler jeg, at du opstiller processens enkelte dele som en tidslinje af handlinger. Herefter kan de enkelte handlinger identificeres – og du kan samtidig vurdere, om det er en fordel at automatisere disse handlinger eller ej.<\/p>\n

3 fordele ved at anvende automatisering i servicedesken<\/h2>\n

Der er forskellige fordele ved at anvende automatisering i servicedesken \u2013 lige fra tidsbesparelse til effektivisering. Her vil jeg pr\u00e6sentere dig for tre konkrete fordele:
\n1. Automatisering kan hj\u00e6lpe dig med at udf\u00f8re \u2019manuelle\u2019 handlinger, som skal udf\u00f8res i et givent tilf\u00e6lde. Derved undg\u00e5r den ansvarlige at skulle udf\u00f8re trivielle handlinger flere gange dagligt.
\n2. F\u00e5 hj\u00e6lp til vurdering eller validering af en given situation. Forskellige scenarier kan ops\u00e6ttes og alt efter udfaldet, vil automatikken foretage den n\u00f8dvendige handling. Derved beh\u00f8ver sagsbehandleren ikke at huske p\u00e5 alle scenarierne eller holde \u00f8je med alle sagens \u00e6ndringer.
\n3. Automatisering kan benyttes i forbindelse med integrationer mellem forskellige systemer. Her overf\u00f8res og ajourf\u00f8res data mellem de relevante systemer og deres sager eller andet data.<\/p>\n

Ulemper ved at anvende automatisering<\/h2>\n

Som med mange andre systemer og software er det aldrig bedre, end det er designet. Der kan, alt efter form\u00e5l og kompleksitet, v\u00e6re en del parametre og foruds\u00e6tninger at tage h\u00f8jde for, n\u00e5r det kommer til automatisering. Automatik kan i sig selv v\u00e6re meget sort og hvidt. Hvis ikke alle relevante scenarier er d\u00e6kket ind, s\u00e5 opn\u00e5s det \u00f8nskede resultat ikke i alle tilf\u00e6lde.<\/p>\n

Derudover kan der v\u00e6re behov for en l\u00f8bende evaluering og vedligeholdelse \u2013 is\u00e6r hvis nogle af parametrene \u00e6ndrer sig. Dette er derfor noget, som du skal v\u00e6re s\u00e6rligt opm\u00e6rksom p\u00e5. S\u00f8rg for at have et overblik over, om der sker nogle \u00e6ndringer i processen, organisationen eller det eksterne system, som den p\u00e5g\u00e6ldende automatisering er integreret med.<\/p>\n

4 m\u00e5der du kan anvende automatisering i din servicedesk<\/h2>\n

Hvordan kan du anvende automatisering \u2013 og hvilke muligheder findes der? Jeg giver dig her fire konkrete eksempler, som du med fordele kan anvende i din servicedesk.<\/p>\n

1. Automatis\u00e9r dine sagsstyringsprocesser<\/h3>\n

Flere servicedesks benytter automatisering til at lukke deres sager automatisk, n\u00e5r de er l\u00f8st. Det kan eksempelvis v\u00e6re, hvis statussen \u2019udf\u00f8rt\u2019 benyttes, hvorefter sagen automatisk bliver lukket 7 dage efter, hvis ikke den bliver gen\u00e5bnet eller opdateret af brugeren. Samme automatik kan v\u00e6re tilf\u00e6ldet, hvis sagen afventer brugeren, som ikke har besvaret den i 14 dage. Alt efter indstillingerne vil sagerne kunne gen\u00e5bnes af brugeren. Dette kan v\u00e6re med til at rydde op i de \u00e5bne sager, der ligger i \u2019dvale\u2019.<\/p>\n

2. Effektivis\u00e9r dit change management vha. automatiseringer<\/h3>\n

Mange servicedesks styrer deres processer vha. aktiviteter i en change-proces. En change anses som \u2019afsluttet\u2019, n\u00e5r alle aktiviteterne er udf\u00f8rt. Derfor er det i nogle tilf\u00e6lde un\u00f8dvendigt at skulle afslutte denne change. Automatisering kan derfor hj\u00e6lpe dig med automatisk at lukke denne change, n\u00e5r alle aktiviteterne er udf\u00f8rt eller oversprunget. Dette kan ops\u00e6ttes til at variere alt efter processen (change-skabelonen).<\/p>\n

Der kan ogs\u00e5 v\u00e6re behov for, at visse aktiviteter udf\u00f8res af eksterne sagsbehandlere. Ved hj\u00e6lp af automatisering kan der udsendes en arbejdsbeskrivelse til den eksterne sagsbehandler. Afh\u00e6ngigt af resten af procesforl\u00f8bet, kan vedkommende enten afslutte aktiviteten og g\u00e5 videre med processen eller afvente svar, udf\u00f8relse og resultat inden processens \u00f8vrige aktiviteter forts\u00e6tter.<\/p>\n

3. Automatis\u00e9r dit asset management<\/h3>\n

Assets kan ops\u00e6ttes til at foretage beregninger af v\u00e6rdierne p\u00e5 asset-kortet. Hvis den aktuelle v\u00e6rdi l\u00f8bende afskrives, kan dette \u00e5rligt beregnes. P\u00e5 den m\u00e5de har man l\u00f8bende overblik over sine aktivers samlede v\u00e6rdi.<\/p>\n

Et assets status kan resultere i automatiske handlinger. Hvis statussen \u2019p\u00e5 lager\u2019 v\u00e6lges, skal eventuelle tilknytninger fjernes, og der skal kun linkes til lageret. Hvis status \u2019reparation\u2019 v\u00e6lges, skal der oprettes en sag til h\u00e5ndteringen af den forest\u00e5ende reparation.<\/p>\n

4. Automatiseringsmuligheder ifm. dokumentation og GDPR<\/h3>\n

I nogle tilf\u00e6lde kan der v\u00e6re behov for at arkivere sager i diverse systemer, og der kan derfor ops\u00e6ttes en automatik, s\u00e5 sagen automatisk videresendes til det givende system, hvor den f.eks. skal lukkes.<\/p>\n

Ift. GDPR kan sager gennemg\u00e5s og renses for CPR-numre. Dette kan ops\u00e6ttes til at ske l\u00f8bende eller i et tidsrum efter sagens afslutning.<\/p>\n

Derudover vil auditsporet p\u00e5 de forskellige korttyper indikerer de v\u00e6sentligste \u00e6ndringer og den ansvarlige, som foretog dem. Hvis der m\u00e5tte v\u00e6re behov for yderligere audit, f.eks. p\u00e5 felter der ikke anses som v\u00e6sentlige, kan dette ops\u00e6ttes og markeres med automatik.<\/p>\n

Det skal du v\u00e6re opm\u00e6rksom p\u00e5, n\u00e5r du arbejder med automatisering i servicedesken<\/h2>\n

Klarl\u00e6gningen af en given proces, der gennemf\u00f8res manuelt i dag, er essentielt for at identificere, hvad der med fordel kan automatiseres af de enkelte dele. Eksempelvis kunne processen v\u00e6re, at (1) en ny sag tildeles til en ansvarlig og (2) status \u00e6ndres fra \u2019registreret\u2019 til \u2019tildelt\u2019. I dette tilf\u00e6lde kunne man med fordel automatisere, at statussen \u00e6ndres ved tildeling, og derved er den manuelle proces reduceret med \u00e9t trin.<\/p>\n

Klarl\u00e6gningen vil ogs\u00e5 belyse, om den \u00f8nskede automatik er g\u00e6ldende for alle afdelinger i systemet – eller om den skal afgr\u00e6nses af bestemte grupper\/teams, kategorier m.m. Derudover kan der v\u00e6re andre parametre og scenarier, som kan have betydning for, om det er relevant.<\/p>\n

Overvej det \u00f8nskede resultat og eventuelt mulighederne for at ops\u00e6tte testcases. I mange tilf\u00e6lde kan automatikker ops\u00e6ttes og testes direkte i produktionsmilj\u00f8et uden at p\u00e5virke faktiske sager eller processer. Det kan ops\u00e6ttes til kun at ske med testpersonen som rekvirent eller ansvarlig, eller ved manuel eksekvering af automatikken.<\/p>\n","protected":false},"excerpt":{"rendered":"

Hvordan kan du bedst muligt optimere arbejdet i servicedesken? Et ord; automatisering.\u00a0 Hvad er automatisering? Inden vi dykker ned i de forskellige automatiseringsmuligheder, skal vi f\u00f8rst have kortlagt, hvad begrebet automatisering d\u00e6kker over. Helt konkret er automatisering et udtryk for, at et system udf\u00f8rer en given handling uden menneskelig behandling, aktivering eller lignende. Automatisering findes<\/p>\n","protected":false},"author":379,"featured_media":16678,"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-14397","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17439,"blog_hubspot_cta_link":"","toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\n4 m\u00e5der du kan anvende automatisering i servicedesken | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Hvordan kan du bedst muligt anvende automatisering i servicedesken? 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