{"id":17224,"date":"2020-06-10T05:02:25","date_gmt":"2020-06-10T03:02:25","guid":{"rendered":"https:\/\/www.topdesk.mom\/hu\/?p=17224"},"modified":"2024-09-11T16:17:32","modified_gmt":"2024-09-11T14:17:32","slug":"esm-hozzaadott-ertek","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/hu\/blog\/esm-hozzaadott-ertek\/","title":{"rendered":"Az ESM szervezetekhez hozz\u00e1adott \u00e9rt\u00e9ke"},"content":{"rendered":"

Enterprise Service Management (ESM): n\u00e9pszer\u0171 kifejez\u00e9s a szolg\u00e1ltat\u00e1smenedzsment k\u00f6r\u00e9ben. Tal\u00e1n m\u00e1r te is fontolgattad, hogy belev\u00e1gsz a kialak\u00edt\u00e1s\u00e1ba. Ehhez viszont el\u0151sz\u00f6r meg kell hat\u00e1roznod, milyen hozz\u00e1adott \u00e9rt\u00e9ket ny\u00fajt az ESM a szervezeted sz\u00e1m\u00e1ra. Ismerd meg a h\u00e1rom legnagyobb el\u0151nyt, amit mi meg\u00e1llap\u00edtottunk, \u00e9s k\u00e9sz\u00fclj fel a szolg\u00e1ltat\u00e1said fejleszt\u00e9s\u00e9re!<\/p>\n

Mit jelent az ESM?<\/strong><\/p>\n

Tulajdonk\u00e9ppen egy\u00fcttm\u0171k\u00f6d\u00e9s az IT, a l\u00e9tes\u00edtm\u00e9nygazd\u00e1lkod\u00e1s \u00e9s a HR, vagyis a k\u00fcl\u00f6nb\u00f6z\u0151 szolg\u00e1ltat\u00e1si oszt\u00e1lyok k\u00f6z\u00f6tt. Fontos megjegyezni azonban, hogy az ESM gyakorlati megval\u00f3s\u00edt\u00e1sa nem ugyanaz minden szervezetn\u00e9l.<\/p>\n

N\u00e9h\u00e1ny szervezet m\u00e9g csak az elej\u00e9n j\u00e1r az ESM kialak\u00edt\u00e1s\u00e1nak: n\u00e1luk a h\u00e1rom r\u00e9szleg k\u00f6zti egy\u00fcttm\u0171k\u00f6d\u00e9s egyel\u0151re egy k\u00f6z\u00f6s szolg\u00e1ltat\u00e1si fel\u00fclet haszn\u00e1lat\u00e1ban val\u00f3sul meg. M\u00e1s szervezetekben m\u00e1r kialak\u00edtottak egy \u00f6sszevont el\u00e9r\u00e9si fel\u00fcletet a szolg\u00e1ltat\u00e1si oszt\u00e1lyoknak. M\u00e1shol pedig az ESM enn\u00e9l is t\u00f6bb: itt minden szolg\u00e1ltat\u00e1si oszt\u00e1ly folyamata integr\u00e1lt, \u00e9s teljes ESM megk\u00f6zel\u00edt\u00e9st alkalmaznak.<\/p>\n

Az elm\u00e9leti megk\u00f6zel\u00edt\u00e9sn\u00e9l fontosabbak az ESM gyakorlati el\u0151nyei a szervezetek sz\u00e1m\u00e1ra. Most \u00f6sszegy\u0171jt\u00f6tt\u00fck a h\u00e1rom legnagyobb pozit\u00edvumot, amellyel a szervezeted gazdagodhat.<\/p>\n

1. Megn\u00f6vekedett \u00fcgyf\u00e9lel\u00e9gedetts\u00e9g<\/strong><\/p>\n

K\u00e9pzeld el a k\u00f6vetkez\u0151 helyzetet: az egyik koll\u00e9g\u00e1dnak f\u00e9l \u00f3r\u00e1n bel\u00fcl prezent\u00e1lnia kell, de a t\u00e1rgyal\u00f3ban nem m\u0171k\u00f6dik a k\u00e9perny\u0151. T\u00f6bb szolg\u00e1ltat\u00e1si oszt\u00e1ly telefonsz\u00e1ma is fel van t\u00fcntetve, \u00edgy a helyzet tov\u00e1bbi stresszt okoz a koll\u00e9g\u00e1nak, mert nem tudja, melyik sz\u00e1mot h\u00edvja. Felveszi valaki a telefont? Id\u0151ben meg tudj\u00e1k oldani a hib\u00e1t?<\/p>\n

Ha minden szolg\u00e1ltat\u00e1si oszt\u00e1ly egyetlen el\u00e9rhet\u0151s\u00e9g alatt k\u00f6zpontosulna, az \u00fcgyfeleknek nem kellene azon agg\u00f3dniuk, kit keressenek a k\u00e9rd\u00e9seikkel. A k\u00f6zpontos\u00edt\u00e1s lehet ak\u00e1r egy konkr\u00e9t fizikai kapcsolattart\u00f3 pont vagy egy telefonsz\u00e1m, ahonnan a megfelel\u0151 r\u00e9szleghez ir\u00e1ny\u00edtj\u00e1k a k\u00e9r\u00e9seket. Ez biztons\u00e1got ny\u00fajt a munkat\u00e1rsaknak, mert tudni fogj\u00e1k, hova forduljanak neh\u00e9zs\u00e9geikkel, f\u0151leg s\u00fcrg\u0151s helyzetekben. Az ESM lehet\u0151v\u00e9 teszi, hogy egy k\u00f6z\u00f6s eloszt\u00f3 el\u00e9rhet\u0151s\u00e9g r\u00e9v\u00e9n a megfelel\u0151 szolg\u00e1ltat\u00e1si oszt\u00e1ly kezelje a helyzetet, \u00edgy a koll\u00e9ga id\u0151ben tud prezent\u00e1lni.<\/p>\n

2. A k\u00fcl\u00f6nb\u00f6z\u0151 szolg\u00e1ltat\u00e1si egys\u00e9gek \u00f6sszhangba ker\u00fclnek<\/strong><\/p>\n

Gyakran el\u0151fordul, hogy a szolg\u00e1ltat\u00e1si oszt\u00e1lyok (IT, HR, l\u00e9tes\u00edtm\u00e9nygazd\u00e1lkod\u00e1s) elszigetelten m\u0171k\u00f6dnek egym\u00e1st\u00f3l. Az ESM seg\u00edts\u00e9g\u00e9vel azonban ez megv\u00e1ltozhat, \u00edgy kihaszn\u00e1lhat\u00f3 lesz a r\u00e9szlegek egy\u00fcttes ereje.<\/p>\n

Mi\u00e9rt el\u0151ny\u00f6s ez?<\/p>\n

Mert a szolg\u00e1ltat\u00e1si oszt\u00e1lyoknak egy\u00fctt kell m\u0171k\u00f6dni\u00fck, ami lehet\u0151v\u00e9 teszi a fels\u0151kateg\u00f3ri\u00e1s szolg\u00e1ltat\u00e1sok ny\u00fajt\u00e1s\u00e1t.<\/p>\n

P\u00e9ld\u00e1ul, ha egy koll\u00e9ga visszajelzi, hogy a t\u00e1rgyal\u00f3k gyakran teljesen le vannak foglalva, de a val\u00f3s\u00e1gban senki nem haszn\u00e1lja \u0151ket. Ennek megold\u00e1s\u00e1ra szenzorokat lehet telep\u00edteni a helyis\u00e9gekbe, amelyek m\u00e9rik a haszn\u00e1latot. Ezeket azonban WiFi-re is kell csatlakoztatni, amihez a l\u00e9tes\u00edtm\u00e9ny\u00e9rt felel\u0151s r\u00e9szleg egymag\u00e1ban nem el\u00e9g, sz\u00fcks\u00e9g van az IT seg\u00edts\u00e9g\u00e9re is. Ezut\u00e1n felmer\u00fcl a k\u00e9rd\u00e9s: melyik oszt\u00e1ly felel az \u00fczemeltet\u00e9s\u00e9rt? Az IT vagy az \u00e9p\u00fclet\u00fczemeltet\u00e9s?<\/p>\n

Ez is mutatja, hogy a szolg\u00e1ltat\u00e1st ny\u00fajt\u00f3 r\u00e9szlegek egyre ink\u00e1bb sz\u00fcks\u00e9gess\u00e9 v\u00e1lnak egym\u00e1s sz\u00e1m\u00e1ra, nemcsak az okos technol\u00f3gi\u00e1k, hanem a n\u00f6vekv\u0151 \u00fcgyf\u00e9lelv\u00e1r\u00e1sok miatt is. Az \u00fcgyfelek intuit\u00edv technol\u00f3gi\u00e1kat v\u00e1rnak, hogy saj\u00e1t eszk\u00f6zeikkel k\u00f6nnyen haszn\u00e1lhass\u00e1k a t\u00e1rgyal\u00f3kat. Ezek az ig\u00e9nyek teljes\u00edthet\u0151k egy \u00f6sszehangolt megk\u00f6zel\u00edt\u00e9ssel, ahol a r\u00e9szlegek \u00f6sszedolgoznak a legjobb szolg\u00e1ltat\u00e1s \u00e9rdek\u00e9ben.<\/p>\n

3. K\u00f6lts\u00e9ghat\u00e9konys\u00e1g<\/strong><\/p>\n

Ha \u00f6sszekapcsolod a szolg\u00e1ltat\u00e1si oszt\u00e1lyokat, akkor sz\u00fcks\u00e9ges, hogy egy rendszert haszn\u00e1ljanak. Ennek megval\u00f3s\u00edt\u00e1sa ak\u00e1r m\u00e1r k\u00e9t nap alatt cs\u00f6kkentheti a k\u00f6lts\u00e9geket. Nem kell dupla licenszre k\u00f6lteni, \u00e9s elker\u00fclheted a duplik\u00e1lt munk\u00e1t is, mivel mindenki tudni fogja, ki mit csin\u00e1l. Az eszk\u00f6z\u00f6k h\u00e1rom helyett egy helyen lesznek regisztr\u00e1lva, a k\u00f6z\u00f6s munka pedig \u00e1tl\u00e1that\u00f3bb \u00e9s hat\u00e9konyabb lesz.<\/p>\n

Ehhez hozz\u00e1j\u00f6n, hogy az \u00fcgyf\u00e9l\u00fat az ESM seg\u00edts\u00e9g\u00e9vel leegyszer\u0171s\u00f6dik, ami \u00f6nmag\u00e1ban is k\u00f6lts\u00e9gmegtakar\u00edt\u00f3 lehet. Ha egy \u00fcgyf\u00e9l nem tudja, hogyan adjon fel hibajegyet, ak\u00e1r f\u00e9l \u00f3ra is lehet, mire ut\u00e1nak\u00e9rdez a folyamatnak. Ezzel szemben, ha van egy \u00f6sszpontos\u00edtott rendszer, az incidens lead\u00e1sa k\u00f6r\u00fclbel\u00fcl \u00f6t percet vesz ig\u00e9nybe, \u00e9s a marad\u00e9k 25 percet m\u00e1sra ford\u00edthatja.<\/p>\n

K\u00e9szen \u00e1llsz megtenni a k\u00f6vetkez\u0151 l\u00e9p\u00e9st az ESM ir\u00e1ny\u00e1ba?<\/strong><\/p>\n

Most, hogy elolvastad ezt a blogot, itt az ideje, hogy az \u00fcgyf\u00e9lszolg\u00e1latoddal is megismertesd az ESM megk\u00f6zel\u00edt\u00e9st.<\/p>\n

Iratkozz fel havonta megjelen\u0151 blog h\u00edrlevel\u00fcnkre, \u00e9s \u00e9rtes\u00fclj els\u0151k\u00e9nt leg\u00fajabb blogjainkr\u00f3l!<\/p>\n","protected":false},"excerpt":{"rendered":"

Enterprise Service Management (ESM): n\u00e9pszer\u0171 kifejez\u00e9s a szolg\u00e1ltat\u00e1smenedzsment k\u00f6r\u00e9ben. Tal\u00e1n m\u00e1r te is fontolgattad, hogy belev\u00e1gsz a kialak\u00edt\u00e1s\u00e1ba. Ehhez viszont el\u0151sz\u00f6r meg kell hat\u00e1roznod, milyen hozz\u00e1adott \u00e9rt\u00e9ket ny\u00fajt az ESM a szervezeted sz\u00e1m\u00e1ra. Ismerd meg a h\u00e1rom legnagyobb el\u0151nyt, amit mi meg\u00e1llap\u00edtottunk, \u00e9s k\u00e9sz\u00fclj fel a szolg\u00e1ltat\u00e1said fejleszt\u00e9s\u00e9re! Mit jelent az ESM? Tulajdonk\u00e9ppen egy\u00fcttm\u0171k\u00f6d\u00e9s az<\/p>\n","protected":false},"author":379,"featured_media":17227,"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-17224","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nAz ESM szervezetekhez hozz\u00e1adott \u00e9rt\u00e9ke | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Ismerd meg az Enterprise Service Management (ESM) h\u00e1rom legnagyobb el\u0151ny\u00e9t, \u00e9s fejleszd a szolg\u00e1ltat\u00e1saidat!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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