{"id":14925,"date":"2024-10-30T07:00:44","date_gmt":"2024-10-30T06:00:44","guid":{"rendered":"https:\/\/www.topdesk.mom\/da\/?p=14925"},"modified":"2025-01-29T10:36:17","modified_gmt":"2025-01-29T09:36:17","slug":"digital-selvbetjening-i-servicedesken","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/da\/blog\/digital-selvbetjening-i-servicedesken\/","title":{"rendered":"Fordele ved at anvende digital selvbetjening i servicedesken"},"content":{"rendered":"

I takt med at den digitale transformation er ved at pr\u00e6ge de fleste arbejdspladser, skal de forskellige afdelinger finde ud af, hvordan de bedst muligt kan servicere deres brugere via smarte digitale l\u00f8sninger, s\u00e5som digital selvbetjening.\u00a0<\/strong><\/p>\n

Hvad er digital selvbetjening?<\/h2>\n

Digital selvbetjening giver brugerne mulighed for at betjene dem selv via en digital l\u00f8sning. Disse l\u00f8sninger er allerede en stor del af din hverdag, uden du m\u00e5ske t\u00e6nker over det. N\u00e5r du logger ind p\u00e5 din netbank, anvender selvbetjeningskassen i supermarkedet eller handler online, anvender du digital selvbetjening. Det betyder, at dine brugere er vant til at anvende det i dagligdagen, s\u00e5 hvorfor ikke udnytte dette i din organisation?<\/p>\n

N\u00e5r det kommer til din it-afdeling, kan du via din ITSM-l\u00f8sning oprette en serviceportal<\/a>, som g\u00f8r det lettere for dine brugere at f\u00e5 den hj\u00e6lp, de har brug for. Du kan bl.a. oprette et digitalt servicekatalog, s\u00e5 dine brugere kan se hvilke services, du tilbyder. Dertil kan du oprette en vidensbase fuld af vidensartikler, der g\u00f8r det nemt for dine brugere at finde svar p\u00e5 deres problemer \u2013 og s\u00e5 kan du give dine brugere mulighed for at oprette en sag, hvor de tilmed kan f\u00f8lge sagens udvikling fra start til slut. Alt dette er med til at g\u00f8re dine brugere mere selvhjulpne.<\/p>\n

Gevinsterne?<\/h2>\n

En implementering af digital selvbetjening er b\u00e5de til gavn for brugerne og operat\u00f8rerne. Fra operat\u00f8rsiden er den st\u00f8rste gevinst en reduktion af antallet af indkomne sager, da brugerne, ved hj\u00e6lp af serviceportalen, kan finde svar p\u00e5 deres egne problemer i form af vejledninger, vidensposter, registrering af problemer m.m. Dette medf\u00f8rer, at servicedeskens medarbejdere kan bruge tid p\u00e5 at l\u00f8se de mere komplekse problemstillinger samt tage del i sp\u00e6ndende innovative udviklingsopgaver.<\/p>\n

Hvis vi vender blikket mod brugerne, s\u00e5 har de mulighed for at s\u00f8ge efter et svar p\u00e5 deres problem uden for den normale \u00e5bningstid. Og hvis de ikke kan l\u00f8se sagen selv, kan de i stedet oprette en sag, som vil ligge i servicedeskens sagsk\u00f8 n\u00e6ste dag. Dette f\u00f8rer til en \u00f8get brugertilfredshed samt et fald i l\u00f8sningstiden.<\/p>\n

S\u00e5dan kommer du i gang<\/h2>\n

Der er flere forskellige ting, som du skal v\u00e6re opm\u00e6rksom p\u00e5, n\u00e5r du skal implementere digital selvbetjening i din organisation.<\/p>\n

Trin 1: inden du g\u00e5r i gang<\/h3>\n

Inden dette projekt igangs\u00e6ttes, skal du for det f\u00f8rste have de rette ressourcer til r\u00e5dighed. Dertil kan du med fordel stille dig selv f\u00f8lgende sp\u00f8rgsm\u00e5l:<\/p>\n

    \n
  1. Hvad er succeskriterierne?<\/li>\n
  2. Hvad er m\u00e5let med implementeringen?<\/li>\n
  3. Hvem og hvad har vi brug for, for at n\u00e5 vores m\u00e5l?<\/li>\n<\/ol>\n

    Trin 2: f\u00e5 et overblik over dine services<\/h3>\n

    S\u00e5 snart du har f\u00e5et svar p\u00e5 disse sp\u00f8rgsm\u00e5l, kan du g\u00e5 videre til n\u00e6ste trin: en beskrivelse af de services, som du skal tilbyde dine brugere. Dette er ogs\u00e5 en god \u00f8velse for dit team, da man ikke altid er klar over, hvor mange ydelser man tilbyder sine brugere.<\/p>\n

    Trin 3: involv\u00e9r brugerne<\/h3>\n

    N\u00e6ste trin er at involvere dem, som skal anvende selvbetjeningen: brugerne. N\u00e5r du involverer dine brugere, kan du i sidste ende opn\u00e5 et bedre resultat, da de kan komme med input til, hvad de har af forventninger til en s\u00e5dan serviceportal. Du kan med fordel lade dem teste din selvbetjeningsl\u00f8sning, inden den g\u00e5r live. P\u00e5 den m\u00e5de kan de komme med konstruktiv kritik, som du kan anvende til at forbedre din l\u00f8sning. Ikke nok med at brugerne kan f\u00f8le sig involveret i processen, s\u00e5 kommer de m\u00e5ske ogs\u00e5 med nogle input, som du ikke selv havde t\u00e6nkt p\u00e5.<\/p>\n

    Trin 4: hold din l\u00f8sning up to date<\/h3>\n

    Husk at selvbetjeningsl\u00f8sningen aldrig m\u00e5 forblive statisk. Da digitaliseringen i din organisation er i konstant udvikling, skal du huske at tilpasse din selvbetjeningsl\u00f8sning, s\u00e5 den hele tiden er opdatereret og dermed lever op til dine brugeres \u00f8nsker og krav.<\/p>\n

    Interesseret i at vide mere?<\/h4>\n

    \u00d8nsker du at blive klogere p\u00e5, hvordan du kan implementere eller optimere selvbetjeningen i din servicedesk? Download vores selvbetjeningsguide<\/a>\u00a0og bliv introduceret til brugbare best practices, s\u00e5 du kan opbygge en god selvbetjeningsl\u00f8sning.<\/p>\n","protected":false},"excerpt":{"rendered":"

    I takt med at den digitale transformation er ved at pr\u00e6ge de fleste arbejdspladser, skal de forskellige afdelinger finde ud af, hvordan de bedst muligt kan servicere deres brugere via smarte digitale l\u00f8sninger, s\u00e5som digital selvbetjening.\u00a0<\/p>\n","protected":false},"author":379,"featured_media":16630,"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-14925","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17511,"blog_hubspot_cta_link":{"title":"Download din selvbetjeningsguide","url":"https:\/\/www.topdesk.mom\/da\/e-boeger\/selvbetjening\/","target":""},"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nFordele ved at anvende digital selvbetjening i servicedesken<\/title>\n<meta name=\"description\" content=\"Der er op til flere fordele ved at anvende digital selvbetjening i servicedesken. 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