{"id":19707,"date":"2024-04-18T11:26:24","date_gmt":"2024-04-18T09:26:24","guid":{"rendered":"https:\/\/www.topdesk.mom\/hu\/?p=19707"},"modified":"2024-07-17T11:55:15","modified_gmt":"2024-07-17T09:55:15","slug":"tudaskozpont-it","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/hu\/blog\/tudaskozpont-it\/","title":{"rendered":"Tud\u00e1sk\u00f6zpont (KCS): az IT \u00fcgyf\u00e9lszolg\u00e1lat munkamennyis\u00e9g\u00e9nek cs\u00f6kkent\u00e9se"},"content":{"rendered":"

Tud\u00e1sk\u00f6zpont (KCS): az informatikai hibabejelent\u00e9s \u00e9s az \u00fcgyf\u00e9lszolg\u00e1lat munkamennyis\u00e9g\u00e9nek cs\u00f6kkent\u00e9se<\/span>\u00a0<\/span>\u00a0<\/span><\/h1>\n

A hat\u00e9konys\u00e1gra t\u00f6rekv\u00e9s sor\u00e1n az \u00fcgyf\u00e9lszolg\u00e1lat folyamatosan k\u00e9rd\u00e9seket tesz fel. Hogyan cs\u00f6kkenthetj\u00fck a bej\u00f6v\u0151 bejelent\u00e9sek sz\u00e1m\u00e1t? \u00c9s hogyan cs\u00f6kkenthetj\u00fck a be\u00e9rkez\u0151 hibajegyek \u00e1tlagos id\u0151tartam\u00e1t? A v\u00e1lasz egyszer\u0171: a <\/span>tud\u00e1smenedzsmenttel<\/span><\/a>.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Tud\u00e1sk\u00f6zpont\u00fa szolg\u00e1ltat\u00e1s<\/span>\u00a0<\/span><\/h2>\n

Egy <\/span>tud\u00e1sb\u00e1zis<\/span><\/a> fenntart\u00e1sa sok munk\u00e1nak t\u0171nhet, de ez egy kiv\u00e1l\u00f3an megt\u00e9r\u00fcl\u0151 befektet\u00e9s. A tud\u00e1sb\u00e1zisnak \u00e1tfog\u00f3, de r\u00e9szletes t\u00e1rh\u00e1za sok id\u0151t \u00e9s energi\u00e1t takar\u00edthat meg a r\u00e9szlegeknek a munk\u00e1juk sor\u00e1n – de ez nem minden. Ha hozz\u00e1f\u00e9r\u00e9st biztos\u00edtasz az \u00fcgyfeleknek a tud\u00e1sb\u00e1zishoz, akkor \u0151k maguk is megv\u00e1laszolhatj\u00e1k k\u00e9rd\u00e9seiket, teljesen megker\u00fclve az \u00fcgyf\u00e9lszolg\u00e1latot. Ide\u00e1lis, nemde?<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Igen – de mint eml\u00edtett\u00fck, ez egy befektet\u00e9s. A val\u00f3s\u00e1gban sok \u00fcgyf\u00e9lszolg\u00e1lat szembes\u00fcl azzal, hogy kih\u00edv\u00e1st jelent sz\u00e1mukra a tud\u00e1sb\u00e1zis naprak\u00e9szen tart\u00e1sa. A <\/span>Consortium for Service Innovation<\/span><\/a> ez\u00e9rt dolgozta ki a <\/span>Tud\u00e1sk\u00f6zpont\u00fa szolg\u00e1ltat\u00e1st<\/span><\/a>, avagy a tud\u00e1smenedzsment legjobb gyakorlatainak gy\u0171jtem\u00e9ny\u00e9t. \u00dagy v\u00e9lj\u00fck, hogy sok \u00fcgyf\u00e9lszolg\u00e1lat sz\u00e1m\u00e1ra ez a j\u00f6v\u0151 \u00fatja, \u00e9s \u00edme, mi\u00e9rt.<\/span> \u00a0<\/span>\u00a0<\/span><\/p>\n

A Tud\u00e1sk\u00f6zpont\u00fa szolg\u00e1ltat\u00e1s a tud\u00e1s regisztr\u00e1l\u00e1s\u00e1r\u00f3l sz\u00f3l minden \u00fcgyf\u00e9l sz\u00e1m\u00e1ra, nem csak annak, aki \u00e9ppen k\u00e9rdezi.<\/span>\u00a0<\/span>\u00a0<\/span><\/p><\/blockquote>\n

Mit tehet a KCS szervezeted sz\u00e1m\u00e1ra?<\/span>\u00a0<\/span><\/h2>\n

A KCS bevezet\u00e9s\u00e9nek h\u00e1rom nagy el\u0151nye van:<\/span><\/p>\n

1.Ak\u00e1r 60%-kal r\u00f6videbb v\u00e9grehajt\u00e1si id\u0151 \u00e9s ak\u00e1r 50%-kal t\u00f6bb “els\u0151re helyes” megold\u00e1s<\/h2>\n

Ez a csapat teljes\u00edtm\u00e9ny\u00e9nek n\u00f6vel\u00e9s\u00e9r\u0151l sz\u00f3l. Miut\u00e1n elkezdik haszn\u00e1lni a KCS-t, \u00e1tlagosan kevesebb id\u0151t t\u00f6ltenek a bejelent\u00e9sekkel az \u00fcgyf\u00e9lszolg\u00e1lat munkat\u00e1rsai. Azzal, hogy az \u00fcgyfeleknek m\u00e1r az els\u0151 pr\u00f3b\u00e1lkoz\u00e1sra megfelel\u0151 megold\u00e1st ny\u00fajtanak, kevesebb id\u0151t em\u00e9szt fel az oda-vissza besz\u00e9lget\u00e9s az \u00fcgyf\u00e9llel egy incidensr\u0151l.<\/span>\u00a0<\/span><\/p>\n

Ez cs\u00f6kkenti az \u00fcgyf\u00e9lszolg\u00e1lat munkaterhel\u00e9s\u00e9t, \u00e9s ezzel egyidej\u0171leg jav\u00edtja az \u00fcgyf\u00e9l\u00e9lm\u00e9nyt. Mindenki j\u00f3l j\u00e1r.<\/span><\/p>\n

2.Az \u00faj alkalmazottak 70%-kal gyorsabban felz\u00e1rk\u00f3znak<\/h2>\n

Mennyi id\u0151be telik, mire egy \u00faj munkat\u00e1rs a csapatodban bevet\u00e9sre k\u00e9sz lesz? Val\u00f3sz\u00edn\u0171leg felk\u00e9sz\u00fclt\u00e9l arra, hogy n\u00e9mi id\u0151t fektess a beilleszked\u00e9s\u00fckbe, miel\u0151tt \u00f6n\u00e1ll\u00f3 csapattagk\u00e9nt dolgozhatn\u00e1nak.<\/span>\u00a0<\/span><\/p>\n

Egy j\u00f3 tud\u00e1sb\u00e1zis seg\u00edts\u00e9g\u00e9vel az \u00faj alkalmazottak tud\u00e1selemeket b\u00f6ng\u00e9szhetnek, hogy tanulhassanak a csapattagok tapasztalataib\u00f3l. A tud\u00e1selemek seg\u00edts\u00e9g\u00e9vel pillanatok alatt k\u00e9pesek lesznek ugyanolyan hat\u00e9konyan megoldani a visszat\u00e9r\u0151 incidenseket, mint t\u00e1rsaik.<\/span><\/p>\n

3.A saj\u00e1t hibajegyeiket \u00f6n\u00e1ll\u00f3an megold\u00f3 \u00fcgyfelek sz\u00e1m\u00e1nak ak\u00e1r 50%-os n\u00f6veked\u00e9se.<\/h2>\n

Nagy az es\u00e9lye annak, hogy \u00fcgyfeleid m\u00e1r fordultak kor\u00e1bban is az \u00fcgyf\u00e9lszolg\u00e1lathoz egy k\u00e9rd\u00e9ssel, csak az\u00e9rt, hogy r\u00e1j\u00f6jjenek, k\u00f6nnyed\u00e9n megoldhatt\u00e1k volna a probl\u00e9m\u00e1jukat saj\u00e1t maguk is. B\u00e1rcsak tudt\u00e1k volna, hogy a megold\u00e1s ilyen egyszer\u0171! Ez\u00e9rt nagyszer\u0171 \u00f6tlet, seg\u00edteni az \u00fcgyfeleket abban, hogy <\/span>\u00f6n\u00e1ll\u00f3bb\u00e1<\/span><\/a> v\u00e1ljanak.<\/span>\u00a0<\/span><\/p>\n

Oszd meg a gyakori k\u00e9rd\u00e9sek megold\u00e1sait egy nyilv\u00e1nos tud\u00e1sb\u00e1zisban. \u00cdgy az \u00fcgyfelek elkezdhetik saj\u00e1t maguk megoldani a hibajegyeiket, \u00e9s csak akkor vonj\u00e1k be az \u00fcgyf\u00e9lszolg\u00e1lat csapat\u00e1t, amikor a legnagyobb sz\u00fcks\u00e9g van a szak\u00e9rtelm\u00fckre.<\/span>\u00a0<\/span><\/p>\n

Meglehet\u0151sen hihetetlen sz\u00e1mok, de <\/span>igazak.<\/span><\/a>\u00a0<\/span>\u00a0<\/span><\/p>\n

A KCS bevezet\u00e9se<\/span>\u00a0<\/span><\/h2>\n

A KCS siker\u00e9nek kulcsa a szervezeten bel\u00fcl, hogy a support r\u00e9szlegek felismerj\u00e9k: a KCS, a tud\u00e1s nyilv\u00e1ntart\u00e1sba v\u00e9tel\u00e9r\u0151l sz\u00f3l minden \u00fcgyf\u00e9l sz\u00e1m\u00e1ra. Amint az \u00f6sszes support r\u00e9szleg egyet\u00e9rt ezzel, sokkal k\u00f6nnyebb lesz a KCS-hez sz\u00fcks\u00e9ges folyamatok v\u00e9grehajt\u00e1sa.<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span>A KCS bevezet\u00e9s\u00e9vel kapcsolatos tapasztalataink alapj\u00e1n koll\u00e9g\u00e1immal <\/span>egy egyszer\u0171, 6 l\u00e9p\u00e9sb\u0151l \u00e1ll\u00f3 tervet<\/span><\/a> k\u00e9sz\u00edtett\u00fcnk a KCS bevezet\u00e9s\u00e9hez csapatod sz\u00e1m\u00e1ra.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

A v\u00e9gfelhaszn\u00e1l\u00f3k felhatalmaz\u00e1sa<\/span>\u00a0<\/span><\/h2>\n

Szeretn\u00e9d megadni a v\u00e9gfelhaszn\u00e1l\u00f3knak a lehet\u0151s\u00e9get arra, hogy saj\u00e1t maguk oldj\u00e1k meg a bejelent\u00e9seiket? Gondoskodj arr\u00f3l, hogy hozz\u00e1f\u00e9rjenek a tud\u00e1sb\u00e1zisodhoz \u00e9s tudj\u00e1k, hol tal\u00e1lj\u00e1k meg azt.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Ha hozz\u00e1f\u00e9r\u00e9st biztos\u00edtasz a felhaszn\u00e1l\u00f3knak, az k\u00e9ts\u00e9gtelen\u00fcl azt fogja jelenteni, hogy sok probl\u00e9m\u00e1jukat maguk oldj\u00e1k meg, an\u00e9lk\u00fcl, hogy a support r\u00e9szlegeknek be kellene avatkozniuk.<\/span>\u00a0<\/span><\/p>\n

A tud\u00e1s jobb megoszt\u00e1sa szervezeteden bel\u00fcl<\/span><\/b>\u00a0<\/span><\/h2>\n

Szeretn\u00e9l m\u00e9g t\u00f6bb inspir\u00e1ci\u00f3t a tud\u00e1smegoszt\u00e1shoz? T\u00f6ltsd le <\/span>Tud\u00e1smenedzsment e-bookunkat<\/span><\/a> tippek\u00e9rt \u00e9s tr\u00fckk\u00f6k\u00e9rt, valamint az id\u0151- \u00e9s k\u00f6lts\u00e9gmegtakar\u00edt\u00e1s kisz\u00e1m\u00edt\u00e1s\u00e1nak m\u00f3dj\u00e1\u00e9rt.<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Tud\u00e1sk\u00f6zpont (KCS): az informatikai hibabejelent\u00e9s \u00e9s az \u00fcgyf\u00e9lszolg\u00e1lat munkamennyis\u00e9g\u00e9nek cs\u00f6kkent\u00e9se\u00a0\u00a0 A hat\u00e9konys\u00e1gra t\u00f6rekv\u00e9s sor\u00e1n az \u00fcgyf\u00e9lszolg\u00e1lat folyamatosan k\u00e9rd\u00e9seket tesz fel. Hogyan cs\u00f6kkenthetj\u00fck a bej\u00f6v\u0151 bejelent\u00e9sek sz\u00e1m\u00e1t? \u00c9s hogyan cs\u00f6kkenthetj\u00fck a be\u00e9rkez\u0151 hibajegyek \u00e1tlagos id\u0151tartam\u00e1t? A v\u00e1lasz egyszer\u0171: a tud\u00e1smenedzsmenttel.\u00a0\u00a0 Tud\u00e1sk\u00f6zpont\u00fa szolg\u00e1ltat\u00e1s\u00a0 Egy tud\u00e1sb\u00e1zis fenntart\u00e1sa sok munk\u00e1nak t\u0171nhet, de ez egy kiv\u00e1l\u00f3an megt\u00e9r\u00fcl\u0151 befektet\u00e9s. A tud\u00e1sb\u00e1zisnak<\/p>\n","protected":false},"author":1,"featured_media":17488,"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-19707","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":null,"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nTud\u00e1sk\u00f6zpont (KCS): az IT \u00fcgyf\u00e9lszolg\u00e1lat g\u00f6rd\u00fcl\u00e9kenys\u00e9g\u00e9\u00e9rt<\/title>\n<meta name=\"description\" content=\"T\u00f6ltsd le Tud\u00e1smenedzsment e-bookunkat tippek\u00e9rt \u00e9s tr\u00fckk\u00f6k\u00e9rt, valamint az id\u0151- \u00e9s k\u00f6lts\u00e9gmegtakar\u00edt\u00e1s kisz\u00e1m\u00edt\u00e1s\u00e1nak m\u00f3dj\u00e1\u00e9rt.\u00a0\" \/>\n<meta name=\"robots\" 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