{"id":15294,"date":"2024-01-24T08:00:16","date_gmt":"2024-01-24T07:00:16","guid":{"rendered":"https:\/\/www.topdesk.com\/da\/?p=15294"},"modified":"2025-07-03T15:37:36","modified_gmt":"2025-07-03T13:37:36","slug":"optimer-din-servicelevering-med-automatiseringer","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/da\/blog\/optimer-din-servicelevering-med-automatiseringer\/","title":{"rendered":"Optim\u00e9r din servicelevering med it automatiseringer"},"content":{"rendered":"

De fleste serviceafdelinger er p\u00e5 overarbejde. S\u00e5 hvordan kan du forbedre din servicelevering, hvis du skal anvende de ressourcer, du allerede har r\u00e5dighed?\u00a0<\/strong><\/p>\n

F\u00f8rste step: kortl\u00e6g din servicelevering<\/h2>\n

Inden du begynder at anvende automatiseringsmulighederne i dit ITSM-system, er det vigtigt at f\u00e5 et klart billede af dine processer, arbejdsgange samt det generelle landskab for sager og services P\u00e5 den m\u00e5de kan du finde ud af, hvilke elementer af dine processer du med fordel kan automatisere. I den forbindelse kan du gennemg\u00e5, om der er specielle scenarier, som kan v\u00e6re hensigtsm\u00e6ssige at automatisere. Eller hvor der er behov for en alternativ version af automatikken.\u00a0<\/span>\u00a0<\/span><\/p>\n

Jeg anbefaler derfor, at du f\u00f8rst laver en given automatisering i en lille skala og tester selve funktionaliteten. Herefter kan den introduceres i et testforl\u00f8b, der afspejler den aktuelle proces. Til slut overf\u00f8res den til produktion og en endelig test udf\u00f8res. Du kan l\u00f8bende komme med forbedringer, udvidelser og lignende, men v\u00e6r opm\u00e6rksom p\u00e5, at kompleksiteten m\u00e5ske stiger. Ligesom tiden det tager at ops\u00e6tte, teste og overf\u00f8re til produktionen \u00f8ges.<\/span>\u00a0<\/span><\/p>\n

Automatiseringer, du med fordel kan anvende i servicedesken<\/h2>\n

Dit ITSM-system rummer en masse smarte automatiseringsmuligheder, som kan hj\u00e6lpe dig med at forbedre din servicelevering. Her er nogle, som du med fordel kan anvende:<\/span>\u00a0<\/span><\/p>\n

Chat-l\u00f8sning<\/h3>\n

<\/b>Hvis du har oprettet en serviceportal, kan du implementere en chat-l\u00f8sning, som kan hj\u00e6lpe brugerne med at finde svar p\u00e5 deres sp\u00f8rgsm\u00e5l. Denne chat-l\u00f8sning kan anvende informationer fra vidensbasen og tidligere sager til at besvare disse sp\u00f8rgsm\u00e5l.\u00a0<\/span>\u00a0<\/span><\/p>\n

Validering af detaljer<\/h3>\n

<\/b>N\u00e5r du modtager dine henvendelser, kan automatikker v\u00e6re med til at validere detaljerne. De kan f.eks. unders\u00f8ge om et dato-, leder- eller afdelingsfelt er udfyldt forkert i forhold til proceskravet.<\/span>\u00a0<\/span><\/p>\n

Tildeling af sager<\/h3>\n

Ved hj\u00e6lp af data fra den enkelte henvendelse eller bruger, kan sagerne automatisk tildeles til den korrekte behandlergruppe – alt efter brugerens lokation, f.eks. det lokale FM-team.\u00a0<\/span>\u00a0<\/span><\/p>\n

Notifikationer<\/h3>\n

\u00c9n af de mest oplagte automatiseringsmuligheder er notifikationer til brugeren omkring oprettelse, opdatering og lukning af deres sag. P\u00e5 den m\u00e5de sikrer du et mere gennemsigtigt sagsbehandlingsforl\u00f8b.<\/span>\u00a0<\/span><\/p>\n

Informationer om assets<\/h3>\n

Informationer kan nemt indhentes vha. automatiseringer. Find f.eks. aktuelle fejl p\u00e5 brugerens PC og hav alt information lige ved h\u00e5nden, n\u00e5r du skal i gang med sagsbehandlingen heraf. <\/span>\u00a0<\/span><\/p>\n

Effekten af at bruge automatiseringer i ITSM<\/h2>\n

Hvis du v\u00e6lger af implementere nogle af de omtalte automatiseringsmuligheder, kan du m\u00e5le hvor ofte de p\u00e5virkede sagerne og processerne. F.eks. hvor mange procent af opgaverne der automatisk blev udf\u00f8rt \u2013 og dermed ikke kr\u00e6vede involvering fra serviceafdelingen i forbindelse med sortering, tildeling og lukning af sager.\u00a0<\/span>\u00a0<\/span><\/p>\n

Helt grundl\u00e6ggende kan automatisering hj\u00e6lpe dig med at optimere og forfine processer og arbejdsgange, s\u00e5 systemet arbejder \u2019sammen\u2019 med jer i sagshandlingen. Du kan ogs\u00e5 l\u00f8bende udvide og oprette flere funktioner, integrationer samt optimere dit eksisterende setup, s\u00e5 dine processer kontinuerligt revideres og forbliver s\u00e5 effektive som muligt.\u00a0<\/span>\u00a0<\/span><\/p>\n

Interesseret i at vide mere?<\/h4>\n

\u00d8nsker du at blive klogere p\u00e5, hvordan du kan tage din servicelevering til det n\u00e6ste niveau? Download vores smarte Service Management Guide<\/a> og bliv introduceret til best practices, de nyeste buzzwords og gode tips og tricks.<\/p>\n","protected":false},"excerpt":{"rendered":"

De fleste serviceafdelinger er p\u00e5 overarbejde. S\u00e5 hvordan kan du forbedre din servicelevering, hvis du skal anvende de ressourcer, du allerede har r\u00e5dighed?\u00a0<\/p>\n","protected":false},"author":379,"featured_media":30357,"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-15294","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17439,"blog_hubspot_cta_link":{"title":"Download vores Service Management Guide","url":"https:\/\/www.topdesk.com\/da\/e-boeger\/service-management-guide\/ ","target":""},"toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nOptim\u00e9r servicedeskens servicelevering med it automatiseringer<\/title>\n<meta name=\"description\" content=\"\u00d8nsker du at effektivisere arbejdet i din serviceafdeling? 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