{"id":17458,"date":"0219-08-07T07:18:55","date_gmt":"0219-08-07T06:02:35","guid":{"rendered":"https:\/\/www.topdesk.mom\/hu\/?p=17458"},"modified":"2024-09-12T16:27:04","modified_gmt":"2024-09-12T14:27:04","slug":"itsm-service-design","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/hu\/blog\/itsm-service-design\/","title":{"rendered":"Az ITSM Service Design folyamata \u00fajragondolva"},"content":{"rendered":"

Az ITSM folyamatosan v\u00e1ltozik. Folyamatosan versenyz\u00fcnk az \u00faj technol\u00f3gi\u00e1k fejleszt\u00e9s\u00e9ben, hogy a v\u00e1llalkoz\u00e1sok sikeresebbek legyenek. De mik\u00f6zben ez nagyszer\u0171, k\u00f6nnyen elfelejthetj\u00fck, mi\u00e9rt is fektet\u00fcnk be: az\u00e9rt, hogy valami hasznosat hozzunk l\u00e9tre az emberek sz\u00e1m\u00e1ra.<\/p>\n

Szerencs\u00e9re az IT szakemberek kezdik felismerni, hogy t\u00f6bb figyelmet kell ford\u00edtani az emberekre, \u00e9s kevesebbet a kulcsfontoss\u00e1g\u00fa mutat\u00f3kra (KPI-k). Most ezt a megk\u00f6zel\u00edt\u00e9st pr\u00f3b\u00e1ljuk kiterjeszteni a Service Design \u00e1ltal\u00e1nos szeml\u00e9let\u00e9re is.<\/p>\n

Mit jelent a service design az ITSM-ben?<\/h2>\n

A Service Design egy olyan ir\u00e1nyelv, amely seg\u00edt \u00fagy alak\u00edtani \u00e9s \u201eszem\u00e9lyre szabni\u201d egy v\u00e1llalkoz\u00e1st, hogy az megfeleljen az \u00fcgyfelek ig\u00e9nyeinek. Ha azt szeretn\u00e9d, hogy szolg\u00e1ltat\u00e1said kifog\u00e1stalanok legyenek \u2013 \u00e9s biztos vagyok benne, hogy ezt szeretn\u00e9d \u2013 akkor a szolg\u00e1ltat\u00e1sny\u00fajt\u00e1s teljes folyamat\u00e1t \u00e1t kell gondolnod. Mindez most fontosabb, mint valaha, mind bels\u0151, mind k\u00fcls\u0151 szolg\u00e1ltat\u00f3k sz\u00e1m\u00e1ra.
\nGondolj a kedvenc k\u00e1v\u00e9z\u00f3dra. Valami miatt ragaszkodsz hozz\u00e1, m\u00e9g ha t\u00f6bb m\u00e1sik is van a k\u00f6zelben. Tal\u00e1n kellemes a l\u00e9gk\u00f6re, a szem\u00e9lyzet mosolyog, amikor bel\u00e9psz, vagy \u00e9pp k\u00e9nyelmesen lehet fizetni. Na \u00e9s a te service desked miben k\u00fcl\u00f6nleges, ami miatt az \u00fcgyfelek folyamatosan visszat\u00e9rnek?<\/p>\n

Nos, neked nincs k\u00e1v\u00e9z\u00f3d, hanem \u00fcgyf\u00e9lszolg\u00e1latod van. Az \u00fcgyf\u00e9lszolg\u00e1latoknak nincsenek fizet\u0151 \u00fcgyfelei, de mi\u00e9rt is kellene foglalkoznod a brandinggel? Az\u00e9rt, mert att\u00f3l f\u00fcggetlen\u00fcl, hogy nincsenek fizet\u0151 \u00fcgyfeleid, \u00fcgyelned kell a megfelel\u0151 szolg\u00e1ltat\u00e1sny\u00fajt\u00e1sra \u2013 \u00e9s ez nagyban azon m\u00falik, hogyan prezent\u00e1lod a szolg\u00e1ltat\u00e1saidat. E t\u00e9ren sokat lehet tanulni a kereskedelmi v\u00e1llalatokt\u00f3l. N\u00e9zz\u00fck meg p\u00e9ld\u00e1ul a Service Design 4 P-j\u00e9t.<\/a><\/p>\n

A Service Design 4 P-je:<\/h2>\n

A Service Design alapj\u00e1t a 4 P alkotja:
\nPeople \u2013 Emberek: Az IT szolg\u00e1ltat\u00e1sok\u00e9rt emberek felelnek, \u00e9s a v\u00e9gfelhaszn\u00e1l\u00f3k is emberek. Gy\u0151z\u0151dj meg r\u00f3la, hogy mindk\u00e9t csoportra megfelel\u0151en f\u00f3kusz\u00e1lsz a szolg\u00e1ltat\u00e1sny\u00fajt\u00e1s tervez\u00e9sekor.
\nProducts \u2013 Term\u00e9kek: Ide tartoznak azok az eszk\u00f6z\u00f6k, szolg\u00e1ltat\u00e1sok \u00e9s technol\u00f3gi\u00e1k, amiket a szolg\u00e1ltat\u00e1sny\u00fajt\u00e1s sor\u00e1n haszn\u00e1lsz. Min\u00e9l ink\u00e1bb szolg\u00e1lj\u00e1k a c\u00e9ljaidat, ann\u00e1l jobb az \u00fcgyf\u00e9l\u00e9lm\u00e9ny \u2013 de ne feledd, a kevesebb n\u00e9ha t\u00f6bb.
\nProcesses \u2013 Folyamatok: A folyamatok seg\u00edtik a szolg\u00e1ltat\u00e1sok t\u00e1mogat\u00e1s\u00e1t \u00e9s menedzsel\u00e9s\u00e9t, hogy azok megfeleljenek az \u00fcgyfelek ig\u00e9nyeinek. Tedd a folyamataidat a lehet\u0151 legegyszer\u0171bb\u00e9.
\nPartners \u2013 Partnerek: A szolg\u00e1ltat\u00e1sok tervez\u00e9sekor figyelembe kell venni a besz\u00e1ll\u00edt\u00f3kat \u00e9s gy\u00e1rt\u00f3kat is, mivel sz\u00fcks\u00e9g van r\u00e1juk a megfelel\u0151 supporthoz.
\nEz a Service Design mix. Minden elem egyens\u00falya att\u00f3l f\u00fcgg, hogy milyen hangs\u00falyt helyezel r\u00e1juk. P\u00e9ld\u00e1ul, egy hagyom\u00e1nyos ITIL-alap\u00fa szervezet sokszor a folyamatokra \u00f6sszpontos\u00edt, m\u00edg egy \u00fcgyf\u00e9lk\u00f6zpont\u00fa service desk az emberekre helyez nagyobb hangs\u00falyt.<\/p>\n

Az \u00fcgyf\u00e9l legyen az els\u0151<\/h2>\n

A Service Design az ITIL keretrendszer r\u00e9sze, de az ITIL bel\u00fclr\u0151l kifel\u00e9 k\u00f6zel\u00edti meg a szolg\u00e1ltat\u00e1sok tervez\u00e9s\u00e9t. Ezzel szemben az \u00fcgyf\u00e9lnek az els\u0151 helyen kell \u00e1llnia. \u00cdme n\u00e9h\u00e1ny tipp:
\nIsmerd meg a Workforce Enablement fogalm\u00e1t: A \u201eflow-\u00e9lm\u00e9ny\u201d l\u00e9trehoz\u00e1s\u00e1val \u00fcgyfeleid b\u00e1rhonnan \u00e9s b\u00e1rmikor dolgozhatnak az \u00e1ltaluk prefer\u00e1lt eszk\u00f6z\u00f6kkel.
\nFejleszd az \u00f6nkiszolg\u00e1l\u00f3 \u00fcgyf\u00e9lport\u00e1lt: Adj \u00fcgyfeleid kez\u00e9be eszk\u00f6z\u00f6ket a saj\u00e1t probl\u00e9m\u00e1ik megold\u00e1s\u00e1hoz.
\nKezeld hat\u00e9konyabban a KPI-ket: F\u00f3kusz\u00e1lj kevesebb, de relev\u00e1nsabb adatra, hogy t\u00f6bb id\u0151d jusson az \u00fcgyfelekre.
\nHozd ki a legt\u00f6bbet a tud\u00e1smenedzsmentb\u0151l: Oszd meg a tud\u00e1st az oper\u00e1torok k\u00f6z\u00f6tt.
\nT\u00e9rk\u00e9pezd fel az \u00fcgyf\u00e9lutakat: Jobban meg\u00e9rtheted az \u00fcgyf\u00e9linterakci\u00f3kat, \u00e9s jav\u00edthatsz a szolg\u00e1ltat\u00e1sokon.<\/p>\n","protected":false},"excerpt":{"rendered":"

Az ITSM folyamatosan v\u00e1ltozik. Folyamatosan versenyz\u00fcnk az \u00faj technol\u00f3gi\u00e1k fejleszt\u00e9s\u00e9ben, hogy a v\u00e1llalkoz\u00e1sok sikeresebbek legyenek. De mik\u00f6zben ez nagyszer\u0171, k\u00f6nnyen elfelejthetj\u00fck, mi\u00e9rt is fektet\u00fcnk be: az\u00e9rt, hogy valami hasznosat hozzunk l\u00e9tre az emberek sz\u00e1m\u00e1ra. Szerencs\u00e9re az IT szakemberek kezdik felismerni, hogy t\u00f6bb figyelmet kell ford\u00edtani az emberekre, \u00e9s kevesebbet a kulcsfontoss\u00e1g\u00fa mutat\u00f3kra (KPI-k). Most ezt<\/p>\n","protected":false},"author":379,"featured_media":17461,"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-17458","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 ITSM Service Design folyamata \u00fajragondolva | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Ismerd meg a service design l\u00e9nyeg\u00e9t az ITSM-ben, \u00e9s tedd \u00fcgyf\u00e9lk\u00f6zpont\u00fav\u00e1 a szolg\u00e1ltat\u00e1saidat a 4P m\u00f3dszerrel.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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