{"id":14694,"date":"2020-09-03T09:22:07","date_gmt":"2020-09-03T07:22:07","guid":{"rendered":"https:\/\/www.topdesk.com\/da\/?p=14694"},"modified":"2025-01-08T13:33:57","modified_gmt":"2025-01-08T12:33:57","slug":"vaerdien-af-enterprise-service-management","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/","title":{"rendered":"V\u00e6rdien af Enterprise Service Management i din organisation"},"content":{"rendered":"

Enterprise Service Management: et enormt buzzword inden for service management. Overvejer du selv at hoppe med p\u00e5 ESM-vognen? F\u00f8rst skal du finde ud af, hvad v\u00e6rdien af \u200b\u200bESM er for din organisation.<\/strong><\/p>\n

Hvad er ESM?<\/h2>\n

ESM st\u00e5r for Enterprise Service Management<\/a>. I sin kerne handler ESM om samarbejde: det betyder, at forskellige afdelinger som it, facility eller HR, skal arbejde sammen. Men ESM ser ikke altid ens ud.<\/p>\n

I nogle organisationer er ESM-processen stadig i en tidlig fase, s\u00e5 det betyder blot, at serviceafdelingerne bruger et f\u00e6lles tool til sagsbehandling. I andre organisationer har serviceafdelingerne ogs\u00e5 et \u2018single point of (first) contact\u2019 for deres kunder. Nogle gange g\u00e5r ESM langt ud over det, hvor alle serviceafdelingsprocesserne er integreret i en fuld ESM-tilgang.<\/p>\n

3 af de st\u00f8rste fordele ved ESM<\/h2>\n

Der er op til flere fordele ved at implementere en ESM-l\u00f8sning i sin organisation. Her er tre af de mest centrale:<\/p>\n

1. ESM giver en forbedret kundetilfredshed<\/h3>\n

Forestil dig: en af \u200b\u200bdine kolleger skal lave en pr\u00e6sentation om en halv time, og han\/hun finder ud af, at sk\u00e6rmen i m\u00f8delokalet ikke fungerer. \u00d8v! Der er flere telefonnumre, de kan ringe til for at f\u00e5 hj\u00e6lp, men det stresser kun din kollega endnu mere. Hvem vil besvare telefonopkaldet? Og vil hj\u00e6lpen ankomme i tide?<\/p>\n

Hvis hver serviceafdeling har et \u2018single point of contact\u2019, beh\u00f8ver dine kunder ikke undre sig over, hvem de skal henvende sig til. Et s\u00e5dant \u2018point of contact\u2019 kan have mange forskellige former, fra en faktisk placering til en f\u00e6lles serviceportal eller et telefonnummer. Det er rart at have et sted, hvor man kan henvende sig – is\u00e6r n\u00e5r kunder har akut brug for hj\u00e6lp. Takket v\u00e6re dit \u2018point of contact\u2019, ved din kollega, hvor han\/hun skal g\u00e5 hen, du fikser den \u00f8delagte sk\u00e6rm – og de er efterf\u00f8lgende klar til at g\u00e5 i gang med deres pr\u00e6sentation.<\/p>\n

2. ESM samler dine serviceafdelinger<\/h3>\n

Ofte arbejder serviceafdelinger som it, facility og HR i siloer. Med ESM samles alle dine serviceafdelinger.<\/p>\n

Hvorfor er det en god ting?<\/p>\n

Dine serviceafdelinger har intet andet valg end at samarbejde for at levere en f\u00f8rsteklasses service.<\/p>\n

Lad os sige, du f\u00e5r at vide, at m\u00f8delokalerne ofte er fuldt bookede, selvom ingen faktisk bruger dem. For at l\u00f8se dette problem beslutter du at placere sensorer, der m\u00e5ler, om nogen bruger lokalet eller ej. Du skal tilslutte disse sensorer via WiFi. Men Facility Management (FM) kan ikke h\u00e5ndtere dette alene \u2013 de har brug for hj\u00e6lp fra it. Og hvis sensorer er de egentlig? Er FM eller it ansvarlig for vedligeholdelsen?<\/p>\n

Serviceafdelingerne har mere og mere brug for hinanden – ikke kun p\u00e5 grund af smart teknologi, men ogs\u00e5 p\u00e5 grund af h\u00f8je kundeforventninger. Dine kunder forventer m\u00f8delokaler med intuitiv teknologi, der underst\u00f8tter \u2018bring your own device\u2019 og en fejlfri on- og offboarding-proces. Dette kan virke umuligt, men fortvivl ikke: du kan im\u00f8dekomme alle disse krav med en f\u00e6lles tilgang. Det betyder, at forskellige teams arbejder sammen \u2013 i stedet for at arbejde i deres egen boble. P\u00e5 den m\u00e5de sikres der, at kunderne f\u00e5r den bedst mulige service.<\/p>\n

3. ESM giver en omkostningsreduktion<\/h3>\n

Hvis serviceafdelingerne kombinerer deres arbejdskraft, skal de ogs\u00e5 arbejde i den samme software. Ved brug af det samme tool, p\u00e5 tv\u00e6rs af serviceafdelingerne, reduceres omkostningerne p\u00e5 to m\u00e5der. For det f\u00f8rste spilder du ikke l\u00e6ngere penge p\u00e5 dobbeltlicenser, og du forhindrer, at dine medarbejdere udf\u00f8rer arbejdet to gange, da dine afdelinger n\u00f8jagtigt ved, hvem der g\u00f8r hvad. Dine assets bliver ikke l\u00e6ngere registreret i et andet tool hos IT, HR og FM, og det vil v\u00e6re lettere og meget mere gennemsigtigt at arbejde sammen.<\/p>\n

Derudover g\u00f8r du kunderejsen mere enkel med ESM, hvilket i sig selv er en omkostningsreduktion. Hvis en kunde ikke har nogen anelse om, hvor han skal lave en anmodning, har han muligvis brug for en halv time til at stille sit sp\u00f8rgsm\u00e5l. Men med et \u2018single point of contact\u2019 tager det m\u00e5ske kun fem minutter, hvilket giver ham 25 minutter ekstra til at fokusere p\u00e5 de ting, han er god til.<\/p>\n

Er du klar til at tage det n\u00e6ste skridt?<\/h4>\n

Nu hvor du ved, hvad v\u00e6rdien af \u200b\u200bESM er, er det tid til at introducere ESM til din servicedesk. Vil du forbedre din kundetilfredshed, arbejde mere sammen og f\u00e5 disse omkostninger ned? Download vores ESM-e-bog<\/a> for at finde ud af, hvordan du implementere ESM i din egen organisation og h\u00f8ster fordelene ved samarbejdet!<\/p>\n","protected":false},"excerpt":{"rendered":"

Enterprise Service Management: et enormt buzzword inden for service management. Overvejer du selv at hoppe med p\u00e5 ESM-vognen? F\u00f8rst skal du finde ud af, hvad v\u00e6rdien af \u200b\u200bESM er for din organisation. Hvad er ESM? ESM st\u00e5r for Enterprise Service Management. I sin kerne handler ESM om samarbejde: det betyder, at forskellige afdelinger som it,<\/p>\n","protected":false},"author":379,"featured_media":16903,"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-14694","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":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nV\u00e6rdien af Enterprise Service Management i din organisation<\/title>\n<meta name=\"description\" content=\"Overvejer du at implementere Enterprise Service Management i din organisation? 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L\u00e6s mere om v\u00e6rdien af ESM og eksempler p\u00e5 anvendelse heraf.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/\" \/>\n<meta property=\"og:site_name\" content=\"T2 TOPdesk - DA\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/TOPdesk\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-09-03T07:22:07+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-01-08T12:33:57+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.topdesk.com\/da\/wp-content\/media\/sites\/43\/header-Vaerdien-af-ESM.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Camille\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"V\u00e6rdien af Enterprise Service Management i din organisation | Bedre support, glade kunder | TOPdesk\" \/>\n<meta name=\"twitter:creator\" content=\"@topdesk\" \/>\n<meta name=\"twitter:site\" content=\"@topdesk\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Camille\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/\"},\"author\":{\"name\":\"Camille\",\"@id\":\"https:\/\/www.topdesk.com\/da\/#\/schema\/person\/d5c66687e696681558408f7365411160\"},\"headline\":\"V\u00e6rdien af Enterprise Service Management i din organisation\",\"datePublished\":\"2020-09-03T07:22:07+00:00\",\"dateModified\":\"2025-01-08T12:33:57+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/\"},\"wordCount\":790,\"publisher\":{\"@id\":\"https:\/\/www.topdesk.com\/da\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.topdesk.com\/da\/wp-content\/media\/sites\/43\/header-Vaerdien-af-ESM.png\",\"articleSection\":[\"Enterprise Service Management\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/\",\"url\":\"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/\",\"name\":\"V\u00e6rdien af Enterprise Service Management i din organisation\",\"isPartOf\":{\"@id\":\"https:\/\/www.topdesk.com\/da\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.topdesk.com\/da\/blog\/vaerdien-af-enterprise-service-management\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.topdesk.com\/da\/wp-content\/media\/sites\/43\/header-Vaerdien-af-ESM.png\",\"datePublished\":\"2020-09-03T07:22:07+00:00\",\"dateModified\":\"2025-01-08T12:33:57+00:00\",\"description\":\"Overvejer du at implementere Enterprise Service Management i din organisation? 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