{"id":14667,"date":"2020-09-24T08:46:18","date_gmt":"2020-09-24T06:46:18","guid":{"rendered":"https:\/\/www.topdesk.com\/da\/?p=14667"},"modified":"2025-01-08T13:15:33","modified_gmt":"2025-01-08T12:15:33","slug":"lancering-af-enterprise-service-management","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/da\/blog\/lancering-af-enterprise-service-management\/","title":{"rendered":"Lancering af Enterprise Service Management i organisationen"},"content":{"rendered":"

Du har sandsynligvis h\u00f8rt om de mange fordele ved Enterprise Service Management (ESM). Men hvordan lancerer du ESM i din organisation?<\/strong><\/p>\n

Kom godt i gang<\/h2>\n

Det er en udfordring for alle organisationer at starte et nyt projekt p\u00e5 tv\u00e6rs af alle afdelinger. Enterprise Service Management (ESM) lyder is\u00e6r skr\u00e6mmende. Et samarbejde? Ja, det lyder nemt!<\/p>\n

Lad mig afsl\u00f8re en hemmelighed: ESM handler ikke om at f\u00f8lge en alt eller intet- tilgang. ESM ses ofte som en komplet pakke, men hvem siger, at du skal holde dig til det? Du beh\u00f8ver ikke lave et komplet ‘eftersyn’ af din afdeling for at komme i gang med ESM: du kan f\u00e5 fremragende resultater<\/a> ved blot at lave et par sm\u00e5 \u00e6ndringer.<\/p>\n

Vi deler tre forskellige ruter, der tager dig til planeten ESM. V\u00e6lg den rute, der passer bedst til dig og din organisation.<\/p>\n

F\u00f8r take-off<\/h3>\n

Inden du begynder rejsen, skal du lave nogle forberedelser. Det f\u00f8rste og vigtigste skridt mod ESM, er at skabe den f\u00f8rste kontakt og l\u00e6re at tale hinandens sprog.<\/p>\n

Lad os v\u00e6re \u00e6rlige: Du kan ikke bare fusionere en masse afdelinger i morgen og forvente, at alle er om bord og klar til take-off. Virkeligheden er, at forskellige afdelinger har forskellige m\u00e5der at arbejde p\u00e5. Sager gennemg\u00e5r forskellige processer, og selv et udtryk som ‘incident’ betyder ikke det samme for IT, FM og HR. Hvis I ikke engang taler det samme sprog, hvordan vil I s\u00e5 samarbejde?<\/p>\n

S\u00e5 hvordan skaber du den f\u00f8rste kontakt?<\/p>\n

Start enkelt: find sammen. Find ud af, hvem der er hvem og diskut\u00e9r, hvordan I arbejder. Hvordan opfatter dine forskellige afdelinger hinanden? Hvilke problemer st\u00f8der I p\u00e5, n\u00e5r I kommunikerer?<\/p>\n

Hvis du ikke er sikker p\u00e5, hvordan du ops\u00e6tter et m\u00f8de som dette, skal du bruge et praktisk eksempel. Hvordan kan du forbedre samarbejdet i en bestemt proces \u2013 f.eks. at s\u00e6tte en ny medarbejder i gang? Kom med l\u00f8sninger til de problemer, I st\u00f8der p\u00e5. Lav en plan, hold jer til den og aftal at m\u00f8des igen efter nogen tid for at se, om samarbejdet forbedres.<\/p>\n

N\u00e5r du har taget den f\u00f8rste kontakt, er du klar til start!<\/p>\n

Rute 1: G\u00e5 ind i det samme rum<\/h2>\n

Hvilken retning tager du til planeten ESM? En mulig vej er at pr\u00f8ve at sidde i samme lokale. Selvom det er en lidt st\u00f8rre investering (du skal finde et lokale og flytte nogle skriveborde), er det en enorm (skjult) fordel at flytte dine afdelinger til det samme rum.<\/p>\n

N\u00e5r du skal flytte arbejdsstation, kr\u00e6ver det ekspertise fra forskellige afdelinger. Du har brug for FM til at finde et passende lokale samt forberede alt det praktiske ved selve flytningen. IT er normalt ansvarlig for at sikre, at alle arbejdsstationer har det rigtige udstyr. \u00d8konomi har m\u00e5ske noget at sige om omkostningerne, og m\u00e5ske vil HR endda komme ind p\u00e5 de rigtige arbejdsforhold efter din flytning. Det er en fantastisk mulighed for at se, hvordan de forskellige afdelinger fungerer sammen.<\/p>\n

Hvis I vil tage endnu et skridt mod ESM, n\u00e5r I sidder sammen, s\u00e5 pr\u00f8v at justere specifikke processer p\u00e5 tv\u00e6rs af afdelingerne for at forbedre kundeoplevelsen.<\/p>\n

Rute 2: start kortl\u00e6gningen af en delt kunderejse<\/h2>\n

Det er m\u00e5ske ikke noget for din organisation at flytte afdelingerne. Eller m\u00e5ske sidder I allerede sammen og er nu klar til n\u00e6ste skridt.<\/p>\n

Hvad kan I ellers g\u00f8re?<\/p>\n

Pr\u00f8v at se p\u00e5 en af \u200b\u200bjeres delte kunderejser. Kortl\u00e6g, hvad jeres kunder gennemg\u00e5r, n\u00e5r de bruger en service, som I leverer. N\u00e5r jeres kunder har brug for en service fra forskellige afdelinger, kommer de s\u00e5 p\u00e5 en let tur, eller er der en masse turbulens? Det er, hvad en kortl\u00e6gning af kunderejsen<\/a>, kan fort\u00e6lle jer.<\/p>\n

V\u00e6lg en relevant rejse, der involverer flere afdelinger og interview kunder, der har erfaring med den p\u00e5g\u00e6ldende rejse. Fra det \u00f8jeblik de f\u00f8rst kontaktede servicedesken: hvordan var deres oplevelse, og hvordan kan I sammen g\u00f8re det bedre? Var det let for dem at kontakte den rigtige afdeling? Hvad skete der efter de indsendte deres anmodning?<\/p>\n

Et af de st\u00f8rste sp\u00f8rgsm\u00e5l, n\u00e5r du arbejder med ESM, er: hvad sker der, n\u00e5r en sag skifter afdeling? Ser du et fald i kundetilfredsheden? En stigning i ventetiden? En kortl\u00e6gning af kunderejsen viser de hurtigste og mest presserende forbedringer af jeres samarbejde.<\/p>\n

Rute 3: Invest\u00e9r i et digitalt samarbejde<\/h2>\n

Er I begyndt at arbejde sammen, og er I klar til at sagsbehandle endnu mere effektivt? Eller viste kortl\u00e6gningen af kunderejsen, at videresendelsen af sager til andre afdelinger medf\u00f8rer forsinkelser?<\/p>\n

Der er en anden m\u00e5de at arbejde t\u00e6ttere sammen p\u00e5: at dele et digitalt rum. De fleste afdelinger har nok hver is\u00e6r et tool, s\u00e5 de kan holde styr p\u00e5 deres arbejde. Selvom dette er nyttigt for de enkelte afdelinger, kan det v\u00e6re besv\u00e6rligt at dele sager og informationer vedr. processer, der involverer flere afdelinger.<\/p>\n

Hvis I vil omfavne ESM, kan I pr\u00f8ve at arbejde sammen i et enkelt digitalt milj\u00f8, hvor I nemt kan dele sager og informationer. Selvf\u00f8lgelig kan I v\u00e6lge blot at dele sager via e-mail eller andre medier, som I allerede har p\u00e5 plads. Men et dedikeret tool har flere fordele. Det er klart, at hvis I har al information om jeres assets et enkelt sted, er det lettere for jer at l\u00f8se problemerne. I spilder ikke l\u00e6ngere tid p\u00e5 at dokumentere l\u00f8sningerne flere gange.<\/p>\n

N\u00e5r I deler et digitalt rum, er det muligt for jer at oprette et \u2018single digital point of contact\u2019, hvor kunder kan registrere alle deres sager, og hvor jeres afdelinger endda kan dele l\u00f8sningerne direkte med kunderne. Resultatet? Bedre kundeoplevelser og afdelingerne f\u00e5r mere tid til at fokusere p\u00e5 komplicerede problemer.<\/p>\n

Klar til mere?<\/h4>\n

Husk: ESM handler ikke om at g\u00f8re det hele – eller slet ikke at g\u00f8re noget. I beh\u00f8ver ikke foretage enorme \u00e6ndringer for at h\u00f8ste fordelene ved ESM – sm\u00e5 skridt t\u00e6ller ogs\u00e5.<\/p>\n

F\u00f8ler du dig inspireret? Download vores ESM-e-bog<\/a> for at f\u00e5 l\u00e6se mere om ESM – se fordelene ved et t\u00e6ttere samarbejde!<\/p>\n","protected":false},"excerpt":{"rendered":"

Du har sandsynligvis h\u00f8rt om de mange fordele ved Enterprise Service Management (ESM). Men hvordan lancerer du ESM i din organisation?<\/p>\n","protected":false},"author":379,"featured_media":16750,"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-14667","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":{"title":"Download vores ESM e-bog","url":"https:\/\/www.topdesk.com\/da\/e-boeger\/enterprise-service-management\/","target":""},"toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nLancering af ESM i din organisationen<\/title>\n<meta name=\"description\" content=\"Har du overvejet at implementere Enterprise Service Management? 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