{"id":14643,"date":"2020-10-13T07:23:16","date_gmt":"2020-10-13T05:23:16","guid":{"rendered":"https:\/\/www.topdesk.mom\/da\/?p=14643"},"modified":"2025-01-08T13:11:55","modified_gmt":"2025-01-08T12:11:55","slug":"overvind-udfordringerne-i-servicedesken","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/da\/blog\/overvind-udfordringerne-i-servicedesken\/","title":{"rendered":"Knowledge Management: overvind udfordringerne i servicedesken"},"content":{"rendered":"

Uanset om du bare gerne vil starte processen med bedre vidensdeling i din organisation, eller hvis du allerede har en vidensbase, du gerne vil udnytte bedre, er en af de st\u00f8rste udfordringer at forberede din afdeling p\u00e5 de \u00e6ndringer, som det medf\u00f8rer.<\/strong><\/p>\n

Overvind knowledge management servicedesk-udfordringerne<\/h2>\n

Knowledge management bliver stadig vigtigere for den moderne servicedesk. Kort fortalt: vidensdeling i teamet reducerer l\u00f8sningstiden massivt. Og brugen af shift left<\/a> og det, at bringe din viden direkte til kunden, reducerer m\u00e6ngden af tickets yderligere.<\/p>\n

Opskriften p\u00e5 at overvinde udfordringerne ift. knowledge management har to hovedingredienser: en stor vidensbase og et dedikeret team, der altid arbejder p\u00e5 at forbedre den.<\/p>\n

1. Giv servicedesken et sundhedscheck<\/h3>\n

F\u00f8r du p\u00e5begynder vidensdelingen, er der et par ting, du skal finde ud af mht. din afdeling. Se p\u00e5 den procentdel af sager, der l\u00f8ses af first line og f\u00f8rstegangsl\u00f8sninger, og hvad der m\u00e5 eskaleres. Hvis du bruger en serviceportal skal du unders\u00f8ge, hvor mange sager der pt g\u00e5r igennem den. Den statistik hj\u00e6lper dig med at forst\u00e5, hvor du skal s\u00e6tte dit fokus.<\/p>\n

Andre ting, du b\u00f8r kigge p\u00e5: Hvor mange videnskilder har du? Kan brugerne f\u00e5 adgang til den viden? Og vigtigst af alt: hvor mange tilbagevendende tickets f\u00e5r du? De tilbagevendende sp\u00f8rgsm\u00e5l er dem, du prim\u00e6rt bek\u00e6mper med din vidensbase.<\/p>\n

Husk ogs\u00e5 at overveje, hvor forberedt din afdeling er p\u00e5 \u00e6ndringerne. Hvis du k\u00f8rer andre enorme projekter, b\u00f8r du ikke arbejde med at implementere Best Practice Knowledge Management<\/a> (BPKM) samtidigt. Det er en meget involverende proces at implementere, og det kr\u00e6ver en h\u00f8j prioritet, hvis det skal lykkes.<\/p>\n

2. K\u00f8r en test<\/h3>\n

For at sikre, at BPKM er det rigtige for din afdeling (det bliver det!), og for at se, hvordan det fungerer i praksis, b\u00f8r du starte med en lille undergruppe af teamet. S\u00f8rg for, at det er nogen, der taler meget med resten af teamet, s\u00e5 alle oplysningerne om projektet spredes hurtigt. Afhold ugentlige evalueringer og opdateringer under testen. V\u00e6r utroligt gennemsigtig, og v\u00e6r ikke bange for at vise klagerne. I sidste ende ser du snart fordelene tage overh\u00e5nd, selvom der ogs\u00e5 er nogle voksende udfordringer!<\/p>\n

Tr\u00e6n dit team<\/h2>\n

N\u00e5r du er tilfreds med testen, er det f\u00f8rste du skal g\u00f8re at give den rette, forberedende tr\u00e6ning til hele teamet.<\/p>\n

Overvej ikke blot at give tr\u00e6ning i dit vidensbase-tool, men ogs\u00e5 i at udtrykke sig p\u00e5 skrift. Husk p\u00e5, folk v\u00e6lger sj\u00e6ldent at arbejde i it, hvis de er forfattere, og vi forventer ikke, at hele teamet bliver fantastiske tekstforfattere – informationen skal bare formidles tydeligt og let forst\u00e5eligt. God, gennemsnitlig skriftlig viden er bedre end ingen viden. For at reducere barriererne yderligere, kan du altid oprette standardskabeloner til de forskellige typer af vidensartikler.<\/p>\n

S\u00e5 snart den n\u00f8dvendige tr\u00e6ning er afsluttet, kan I g\u00e5 live med processen. Hvorfor vente? I kan l\u00e6gge den f\u00f8rste artikel op, s\u00e5 snart den n\u00e6ste sag kommer ind og derfra l\u00f8bende udvikle vidensbasen.<\/p>\n

Coach dit team<\/h2>\n

Det kr\u00e6ver b\u00e5de incitamenter og lidt coaching at f\u00e5 dit team til at begynde at bruge portalen.<\/p>\n

Du kan let motivere brugen af vidensbasen med forskellige konkurrencer som ‘m\u00e5nedens videnbidrager’ eller lignende incitamenter.<\/p>\n

N\u00e5r det g\u00e6lder coachingen, kan du dele gruppen op i teams – og tildele hver gruppe en coach. Dine teammedlemmer, der var med i testen, g\u00f8r det godt i den rolle, takket v\u00e6re deres nu st\u00f8rre erfaring som \u2019videnudviklere\u2019. S\u00f8rg for, at dine coaches g\u00f8r deres bedste for at holde momentum, og lytte til feedback fra de personer, som er i deres team. Hvad fungerer godt i vidensdelingsprocessen, og hvad g\u00f8r ikke?<\/p>\n

Du kan roligt v\u00e6re lidt p\u00e5tr\u00e6ngende i starten. ‘Indtastede du den l\u00f8sning i vidensbasen?’ Nogle af vores kunder bruger endda indtastning af vidensbase-artikler som en pr\u00e6stationsparameter for deres personale.<\/p>\n

Nogle ting, du b\u00f8r huske p\u00e5<\/h2>\n

Det er godt at vide, at der kan v\u00e6re en del mere arbejde end normalt i starten af processen. Det skyldes, at man, i stedet for bare at lukke en sag, forventer, at operat\u00f8ren skal opdatere en vidensartikel, f\u00f8r hver lukning. Den gode nyhed er heldigvis, at efterh\u00e5nden som din vidensbase fyldes op, kr\u00e6ver det mindre og mindre tid at g\u00f8re. P\u00e5 den korte sigt kr\u00e6ver det en tidsinvestering, s\u00e5 du p\u00e5 lang sigt kan spare meget mere tid!<\/p>\n

Del viden mere effektivt i din organisation<\/h4>\n

Vil du have mere inspiration til at dele viden? Download vores Knowledge Management e-bog<\/a> med gode tips og tricks.<\/p>\n","protected":false},"excerpt":{"rendered":"

Uanset om du bare gerne vil starte processen med bedre vidensdeling i din organisation, eller hvis du allerede har en vidensbase, du gerne vil udnytte bedre, er en af de st\u00f8rste udfordringer at forberede din afdeling p\u00e5 de \u00e6ndringer, som det medf\u00f8rer.<\/p>\n","protected":false},"author":379,"featured_media":16741,"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-14643","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":{"title":"Download vores Knowledge Management e-bog","url":"https:\/\/www.topdesk.mom\/da\/e-boeger\/knowledge-management\/","target":""},"toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nKnowledge Managment i servicedesken - overvind udfordringerne<\/title>\n<meta name=\"description\" content=\"Har du overvejet at implementere knowledge management i din servicedesk? 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