{"id":17602,"date":"2019-02-20T09:49:13","date_gmt":"2019-02-20T08:49:13","guid":{"rendered":"https:\/\/www.topdesk.mom\/hu\/?p=17602"},"modified":"2024-09-11T15:56:59","modified_gmt":"2024-09-11T13:56:59","slug":"agile-service-desk-scrum-kanban","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/hu\/blog\/agile-service-desk-scrum-kanban\/","title":{"rendered":"Agile service desk? Felejtse el a Scrumot, kezdje el a Kanbant"},"content":{"rendered":"

Ha az agilis munkam\u00f3dszerekre gondolunk, \u00e1ltal\u00e1ban a Scrum jut el\u0151sz\u00f6r esz\u00fcnkbe, ami j\u00f3l m\u0171k\u00f6dik v\u00e1ltoz\u00e1sok \u00e9s projektek eset\u00e9ben. Azonban a service desken bel\u00fcli alkalmaz\u00e1sa nem mindig hoz sikert. N\u00e9zz\u00fck meg ink\u00e1bb a Kanbant \u2013 egy olyan m\u00f3dszert, ami sokkal jobban illik az agilis helpdesk m\u0171k\u00f6d\u00e9s\u00e9hez.<\/p>\n

Scrum vs. Kanban<\/strong><\/p>\n

Scrum Masterk\u00e9nt sz\u00e1mos \u00fcgyf\u00e9lszolg\u00e1latot ismerek, ahol megpr\u00f3b\u00e1lt\u00e1k teljesen implement\u00e1lni a Scrumot. Sajnos ez sosem volt 100%-ban sikeres.<\/p>\n

Mi\u00e9rt? A Scrum egy olyan keretrendszer, amit az\u00e9rt fejlesztettek ki, hogy \u00f6sszetett, nehezen tervezhet\u0151 projekteket k\u00f6nnyebben tudjunk kezelni. A projektet kisebb, megval\u00f3s\u00edthat\u00f3 r\u00e9szekre bontjuk, az \u00fcgyfelek sz\u00e1m\u00e1ra hozz\u00e1adott \u00e9rt\u00e9k alapj\u00e1n prioriz\u00e1lunk, \u00e9s \u00edgy gyorsabban tessz\u00fck el\u00e9rhet\u0151v\u00e9 az \u00faj funkci\u00f3kat vagy szolg\u00e1ltat\u00e1sokat. Ez ide\u00e1lis a backoffice \u00e9s a fejleszt\u0151i csapatok sz\u00e1m\u00e1ra. Meg\u00e9ri az er\u0151fesz\u00edt\u00e9st, m\u00e9g ha a csapat jelenlegi munkam\u00f3dszer\u00e9t teljesen meg is kell v\u00e1ltoztatni.<\/p>\n

A helpdesk munk\u00e1ja viszont sokkal kisz\u00e1m\u00edthat\u00f3bb. Term\u00e9szetesen egyes bejelent\u00e9seket gyorsabban, m\u00e1sokat lassabban lehet megoldani. Ha egy bejelent\u00e9s bonyolultabb\u00e1 v\u00e1lik, tov\u00e1bbk\u00fcldik a back office-ba. A Scrum a service desk sz\u00e1m\u00e1ra is javul\u00e1st hozhat, de a bevezet\u00e9se komoly v\u00e1ltoz\u00e1st jelent.<\/p>\n

Kis l\u00e9p\u00e9sek vs. \u00faj keretrendszer<\/strong><\/p>\n

A Kanban sokkal jobban passzol a helpdeskhez.<\/p>\n

Itt nem kell teljesen \u00faj m\u00f3dszert bevezetned, mint a Scrumn\u00e1l. A megl\u00e9v\u0151 folyamatokat \u00e9s szerepeket veszed alapul, \u00e9s kisebb v\u00e1ltoztat\u00e1sokat hajtasz v\u00e9gre. Ez sokkal k\u00f6nnyebben kivitelezhet\u0151, \u00e9s gyakran elegend\u0151 a service desk hib\u00e1inak kijav\u00edt\u00e1s\u00e1hoz.<\/p>\n

Mi az a Kanban?<\/strong><\/p>\n

A Toyota fejlesztette ki az 1950-es \u00e9vekben, hogy jav\u00edtson a termel\u00e9si folyamatain. (Val\u00f3j\u00e1ban hasonl\u00edt a Leanre, de nem teljesen ugyanaz. Szeretn\u00e9d tudni, miben k\u00fcl\u00f6nb\u00f6zik a k\u00e9t m\u00f3dszer? Olvasd el ezt a cikket!<\/a>)<\/p>\n

A Kanban sz\u00f3 szerint \u201evizu\u00e1lis t\u00e1bl\u00e1t\u201d jelent. A munk\u00e1t l\u00e1that\u00f3v\u00e1 teszi egy Kanban-t\u00e1bla seg\u00edts\u00e9g\u00e9vel, amin k\u00fcl\u00f6nb\u00f6z\u0151 oszlopokban helyezkednek el a feladatok. Az oszlopok a feladatok \u00e1llapot\u00e1t jel\u00f6lik, p\u00e9ld\u00e1ul \u201eTo do (teend\u0151k) \u2013 In progress (folyamatban) \u2013 Review (fel\u00fclvizsg\u00e1lat) \u2013 Done (befejezett)\u201d.<\/p>\n

Kanban az \u00fcgyf\u00e9lszolg\u00e1laton<\/strong><\/p>\n

A m\u00f3dszer 6 alapelvet k\u00edn\u00e1l, amik seg\u00edthetnek a munkahat\u00e9konys\u00e1g n\u00f6vel\u00e9s\u00e9ben. Melyik ez a 6 alapelv, \u00e9s hogyan alkalmazhat\u00f3 a helpdesken?<\/p>\n

    \n
  1. Vizualiz\u00e1ld a folyamatokat<\/strong>
    \nA bejelent\u00e9seket egy meghat\u00e1rozott folyamat szerint kezelj\u00fck. Ezt \u00e1br\u00e1zolhatjuk a Kanban-t\u00e1bl\u00e1n, \u00edgy \u00e1tl\u00e1that\u00f3v\u00e1 v\u00e1lik, mennyi bejelent\u00e9s van nyitva, melyik a priorit\u00e1sos, \u00e9s melyik van megold\u00e1s alatt.<\/li>\n
  2. Legyenek egy\u00e9rtelm\u0171 meg\u00e1llapod\u00e1sok<\/strong>
    \nFontos, hogy konkr\u00e9t meg\u00e1llapod\u00e1saink legyenek a csapattal arr\u00f3l, mikor ker\u00fcl egy bejelent\u00e9s a k\u00f6vetkez\u0151 f\u00e1zisba. Emellett hat\u00e1rozzuk meg, milyen inform\u00e1ci\u00f3k sz\u00fcks\u00e9gesek a k\u00f6vetkez\u0151 l\u00e9p\u00e9shez.<\/li>\n
  3. Minimaliz\u00e1ld a \u201ework in progress\u201d (WIP) \u00e1llapotot<\/strong>
    \nGyakori hiba, hogy t\u00fal sok bejelent\u00e9sen dolgoznak egyszerre, ahelyett, hogy a megl\u00e9v\u0151ket fejezn\u00e9k be. A Kanban egyik alapelve a WIP minimaliz\u00e1l\u00e1sa. Csapatoddal \u00e9rdemes megegyezni, hogy egy helpdesk-munkat\u00e1rs egyszerre csak egy bejelent\u00e9sen dolgozhat.<\/li>\n
  4. Ir\u00e1ny\u00edtsd a munka flow-j\u00e1t<\/strong>
    \nA flow itt azt jelenti, hogy a bejelent\u00e9sek min\u00e9l gyorsabban \u00e1tker\u00fcljenek a \u201ebefejezett\u201d kateg\u00f3ri\u00e1ba. Rendszeresen ellen\u0151rizd, melyik f\u00e1zisban akadt el egy bejelent\u00e9s, \u00e9s hogyan lehet megoldani.<\/li>\n
  5. Adj rendszeresen visszajelz\u00e9st<\/strong>
    \nAz agilis munka sor\u00e1n fontos a rendszeres fel\u00fclvizsg\u00e1lat \u00e9s korrekci\u00f3. A Kanban lehet\u0151s\u00e9get ny\u00fajt az \u00e9rt\u00e9kel\u00e9sre a napi stand-upokt\u00f3l a hosszabb, r\u00e9szletesebb \u00f6sszegz\u00e9sekig.<\/li>\n
  6. Fejl\u0151dj k\u00eds\u00e9rletez\u00e9ssel<\/strong>
    \nA javul\u00e1s l\u00e9p\u00e9sr\u0151l l\u00e9p\u00e9sre t\u00f6rt\u00e9njen, ne nagy v\u00e1ltoztat\u00e1sokkal. Vizsg\u00e1lj\u00e1tok meg, mi m\u0171k\u00f6dik j\u00f3l, \u00e9s pr\u00f3b\u00e1ljatok ki kisebb v\u00e1ltoztat\u00e1sokat.<\/li>\n<\/ol>\n

    Tudj meg t\u00f6bbet az Agilis szolg\u00e1ltat\u00e1smenedzsmentr\u0151l! T\u00f6ltsd le ingyenes e-bookunkat!<\/a><\/p>\n

    Hogyan haszn\u00e1ld a Kanban-t\u00e1bl\u00e1t az \u00fcgyf\u00e9lszolg\u00e1laton?<\/strong><\/p>\n

    Tarts minden munkanap elej\u00e9n egy stand-upot a csapattal. Besz\u00e9lj\u00e9tek meg, mi van a \u201eTo do\u201d kateg\u00f3ria tetej\u00e9n, figyelve a priorit\u00e1sokra. Ellen\u0151rizd, hogy nincs-e t\u00fal sok bejelent\u00e9s az \u201eIn progress\u201d st\u00e1tuszban, \u00e9s figyeld a \u201eReview\u201d \u00e1llapotban l\u00e9v\u0151 jegyeket is.<\/p>\n

    B\u00e1r ezek a p\u00e9ld\u00e1k f\u0151k\u00e9nt a bejelent\u00e9sekre f\u00f3kusz\u00e1lnak, a Kanban-t\u00e1bl\u00e1t a service desk saj\u00e1t feladatainak k\u00f6vet\u00e9s\u00e9re is haszn\u00e1lhatod. \u00cdgy hat\u00e9konyabban kezelheted a gyakran ism\u00e9tl\u0151d\u0151 probl\u00e9m\u00e1kat.<\/p>\n

    Te is kipr\u00f3b\u00e1ln\u00e1d a Kanbant?<\/strong><\/p>\n

    A Kanban Pizza Game<\/a> seg\u00edts\u00e9g\u00e9vel te is megtapasztalhatod, m\u0171k\u00f6dik-e a m\u00f3dszer a szervezeteden bel\u00fcl. A workshop f\u00e9l napot vesz ig\u00e9nybe, de ak\u00e1r r\u00f6videbb id\u0151 alatt is elv\u00e9gezhet\u0151. Mi a TOPdeskn\u00e9l m\u00e1r alkalmazzuk ezt a tr\u00e9ninget, \u00e9s nagyon lelkesek vagyunk!<\/p>\n

    Pr\u00f3b\u00e1ltad m\u00e1r a Pizza Game-et az \u00fcgyf\u00e9lszolg\u00e1laton? Oszd meg vel\u00fcnk a tapasztalataidat kommentben!<\/p>\n","protected":false},"excerpt":{"rendered":"

    Ha az agilis munkam\u00f3dszerekre gondolunk, \u00e1ltal\u00e1ban a Scrum jut el\u0151sz\u00f6r esz\u00fcnkbe, ami j\u00f3l m\u0171k\u00f6dik v\u00e1ltoz\u00e1sok \u00e9s projektek eset\u00e9ben. Azonban a service desken bel\u00fcli alkalmaz\u00e1sa nem mindig hoz sikert. N\u00e9zz\u00fck meg ink\u00e1bb a Kanbant \u2013 egy olyan m\u00f3dszert, ami sokkal jobban illik az agilis helpdesk m\u0171k\u00f6d\u00e9s\u00e9hez. Scrum vs. Kanban Scrum Masterk\u00e9nt sz\u00e1mos \u00fcgyf\u00e9lszolg\u00e1latot ismerek, ahol megpr\u00f3b\u00e1lt\u00e1k<\/p>\n","protected":false},"author":379,"featured_media":17605,"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-17602","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":"\nAgile service desk? Felejtse el a Scrumot, kezdje el a Kanbant | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Fedezd fel, hogyan haszn\u00e1lhatod a Kanban m\u00f3dszert az \u00fcgyf\u00e9lszolg\u00e1laton, hogy hat\u00e9konyabb\u00e1 tedd a munkafolyamatokat!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.mom\/hu\/blog\/agile-service-desk-scrum-kanban\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Agile service desk? 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