{"id":17395,"date":"2019-11-06T06:44:22","date_gmt":"2019-11-06T05:44:22","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=17395"},"modified":"2024-09-10T15:14:25","modified_gmt":"2024-09-10T13:14:25","slug":"incidens-kategoriak","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/incidens-kategoriak\/","title":{"rendered":"Vajon j\u00f3 incidens kateg\u00f3ri\u00e1kat haszn\u00e1l jelenleg?"},"content":{"rendered":"<p>A csapatod val\u00f3sz\u00edn\u0171leg sok id\u0151t t\u00f6lt az incidensek kategoriz\u00e1l\u00e1s\u00e1val. De mi\u00e9rt is fontos ez? A kateg\u00f3ri\u00e1k val\u00f3ban seg\u00edtenek gyorsabban kezelni az incidenseket? A k\u00f6vetkez\u0151 6 k\u00e9rd\u00e9ssel kider\u00edtheted, hogy a legt\u00f6bbet hozod-e ki az incidens kategoriz\u00e1l\u00e1s\u00e1b\u00f3l.<\/p>\n<h3>Mi\u00e9rt kategoriz\u00e1ljuk az incidenseket?<\/h3>\n<p>Kezdj\u00fck az alapokkal: mi\u00e9rt is fontos az incidensek kategoriz\u00e1l\u00e1sa? T\u00e9nyleg sz\u00fcks\u00e9g van ezekre az inform\u00e1ci\u00f3kra? Mi lenne, ha csak egyszer\u0171en regisztr\u00e1ln\u00e1nk a be\u00e9rkez\u0151 h\u00edv\u00e1sokat \u00e9s \u00fagy hagyn\u00e1nk?<\/p>\n<p>Az incidensek kategoriz\u00e1l\u00e1sa k\u00e9t f\u0151 c\u00e9lt szolg\u00e1l: az orient\u00e1l\u00e1st \u00e9s a riport\u00e1l\u00e1st.<\/p>\n<p>A kategoriz\u00e1l\u00e1s seg\u00edt abban, hogy a hibajegyeket gyorsan a megfelel\u0151 csapathoz ir\u00e1ny\u00edtsuk. Ez \u00e1ltal\u00e1ban manu\u00e1lis folyamat, de n\u00e9ha Mesters\u00e9ges Intelligencia vagy kulcsszavak alapj\u00e1n automatiz\u00e1lhat\u00f3 is.<\/p>\n<p>A kateg\u00f3ri\u00e1k abban is seg\u00edtenek, hogy jobban meg\u00e9rts\u00fck a probl\u00e9m\u00e1k gy\u00f6ker\u00e9t, \u00e9s r\u00e1l\u00e1ssunk az ism\u00e9tl\u0151d\u0151 k\u00e9rd\u00e9sek mint\u00e1zataira. \u00cdgy lehet\u0151s\u00e9ged ny\u00edlik megoldani a h\u00e1tt\u00e9rben h\u00faz\u00f3d\u00f3 probl\u00e9m\u00e1kat, l\u00e9trehozni relev\u00e1ns tud\u00e1selemeket vagy automatiz\u00e1lni folyamatokat (p\u00e9ld\u00e1ul a jelsz\u00f3 vissza\u00e1ll\u00edt\u00e1st).<\/p>\n<h3>1. Hogyan rendszerezd az incidenskateg\u00f3ri\u00e1kat?<\/h3>\n<p>Sokf\u00e9le gyakorlati megold\u00e1s l\u00e9tezik, de azt javaslom, hogy a kateg\u00f3ri\u00e1idat a saj\u00e1t szolg\u00e1ltat\u00e1saidra \u00e9s egyedi jellemz\u0151idre \u00e9p\u00edtsd.<\/p>\n<p>A f\u0151 kateg\u00f3ri\u00e1k legyenek az \u00e1ltalad ny\u00fajtott szolg\u00e1ltat\u00e1sok, mint p\u00e9ld\u00e1ul az &#8216;e-mail&#8217;, &#8216;munkahely&#8217; vagy &#8216;onboarding\/offboarding&#8217;. Az egyes f\u0151 kateg\u00f3ri\u00e1k alatt sorolj fel konkr\u00e9t probl\u00e9m\u00e1kat, p\u00e9ld\u00e1ul &#8216;blokkolt e-mail&#8217;, &#8216;munkaeszk\u00f6z ig\u00e9nyl\u00e9s&#8217; vagy &#8216;\u00faj bel\u00e9p\u0151&#8217;.<\/p>\n<p>N\u00e9h\u00e1ny tipp a kateg\u00f3ri\u00e1kkal kapcsolatban:<\/p>\n<ul>\n<li>Ne legyenek t\u00fal specifikusak az alkateg\u00f3ri\u00e1k. Ha t\u00fal r\u00e9szletezett kateg\u00f3ri\u00e1kat hozol l\u00e9tre, el\u0151fordulhat, hogy egy hib\u00e1t rossz kateg\u00f3ri\u00e1ba sorolsz, amit k\u00e9s\u0151bb jav\u00edtani kell.<\/li>\n<li>Ne agg\u00f3dj t\u00fal sokat az \u00f6nkiszolg\u00e1l\u00f3 port\u00e1l kateg\u00f3ri\u00e1inak \u00f6sszhangja miatt. Fontos, hogy a port\u00e1l egyszer\u0171 \u00e9s \u00e1tl\u00e1that\u00f3 legyen az \u00fcgyfelek sz\u00e1m\u00e1ra.<\/li>\n<\/ul>\n<h3>2. H\u00e1ny szintje legyen egy kateg\u00f3ri\u00e1nak?<\/h3>\n<p>Kett\u0151. Pontosabban, csak annyi, amennyi felt\u00e9tlen\u00fcl sz\u00fcks\u00e9ges. A legt\u00f6bb esetben k\u00e9t szint elegend\u0151. Ennek okai:<\/p>\n<ul>\n<li>Nem szeretn\u00e9d, hogy a csapatod t\u00fal sok id\u0151t t\u00f6lts\u00f6n a bejelent\u00e9sek kategoriz\u00e1l\u00e1s\u00e1val, \u00e9s az \u00fcgyfeleknek sem kellene t\u00fals\u00e1gosan bonyolult kateg\u00f3ri\u00e1k k\u00f6z\u00f6tt navig\u00e1lniuk.<\/li>\n<li>Egyszer\u0171bb \u00e9s gyorsabb a helyes kateg\u00f3ri\u00e1t kiv\u00e1lasztani, ha nincs t\u00fal sok szint. T\u00fal sok szint csak \u00f6sszezavarhat.<\/li>\n<\/ul>\n<h3>3. Milyen inform\u00e1ci\u00f3knak nincs helye a kategoriz\u00e1l\u00e1skor?<\/h3>\n<p>Vannak olyan inform\u00e1ci\u00f3k, amiket jobb m\u00e1s m\u00f3don regisztr\u00e1lni, nem a kateg\u00f3ri\u00e1k r\u00e9szek\u00e9nt:<\/p>\n<ul>\n<li><strong>Eszk\u00f6z\u00f6k<\/strong>: Ha p\u00e9ld\u00e1ul konkr\u00e9t laptopt\u00edpusokat adsz meg kateg\u00f3riak\u00e9nt, akkor minden \u00faj t\u00edpusn\u00e1l m\u00f3dos\u00edtanod kell a kateg\u00f3ri\u00e1kat. Jobb, ha az eszk\u00f6z\u00f6ket linkek form\u00e1j\u00e1ban kapcsolod a bejelent\u00e9sekhez.<\/li>\n<li><strong>Csapatok vagy r\u00e9szlegek<\/strong>: Gyakran l\u00e1tok olyan kateg\u00f3ri\u00e1kat, amelyek egy adott csapatra utalnak. Az incidens regisztr\u00e1l\u00e1sakor gyakran m\u00e9g nem tudod, ki fogja azt kezelni, \u00edgy ezek a kateg\u00f3ri\u00e1k f\u00e9lrevezet\u0151k lehetnek.<\/li>\n<\/ul>\n<h3>4. Van maximuma a kateg\u00f3ri\u00e1k sz\u00e1m\u00e1nak?<\/h3>\n<p>Nincs konkr\u00e9t maximum, de ne k\u00e9sz\u00edts t\u00f6bbet, mint amennyi felt\u00e9tlen\u00fcl sz\u00fcks\u00e9ges.<\/p>\n<p>A TOPdeskn\u00e9l a 7&#215;7-es szab\u00e1lyt haszn\u00e1ljuk kiindul\u00e1si pontk\u00e9nt. Azaz, pr\u00f3b\u00e1ljuk a f\u0151- \u00e9s alkateg\u00f3ri\u00e1k sz\u00e1m\u00e1t 7-re korl\u00e1tozni.<\/p>\n<p>Ez azonban nem k\u0151be v\u00e9sett szab\u00e1ly. Ha 8, 9 vagy 10 kateg\u00f3ria a legjobb megold\u00e1s az \u00fcgyf\u00e9lszolg\u00e1lat sz\u00e1m\u00e1ra, ne sz\u0171k\u00edtsd le. Ha viszont t\u00f6bb mint 10 kateg\u00f3ria van, \u00e9rdemes \u00e1tgondolni, hogy t\u00e9nyleg sz\u00fcks\u00e9g van-e mindegyikre.<\/p>\n<h3>5. Sz\u00fcks\u00e9ges az &#8216;Egy\u00e9b&#8217; kateg\u00f3ria?<\/h3>\n<p>Igen, sz\u00fcks\u00e9ges. Besz\u00e9ltem m\u00e1r olyan szak\u00e9rt\u0151kkel, akik kifejezetten ellene vannak, mert f\u00e9lre\u00e9rt\u00e9st okozhat. De mi\u00e9rt is fontos?<\/p>\n<p>Az &#8216;Egy\u00e9b&#8217; kateg\u00f3ria lehet\u0151s\u00e9get ad arra, hogy az incidenseket, amelyek nehezen sorolhat\u00f3k be, ide rendezz\u00fck. Ha az &#8216;Egy\u00e9b&#8217; kateg\u00f3ria mindig tele van, az jelzi, hogy sz\u00fcks\u00e9g van a kateg\u00f3ri\u00e1k fejleszt\u00e9s\u00e9re.<\/p>\n<h3>6. Mire figyelj a kateg\u00f3ri\u00e1k fel\u00fclvizsg\u00e1latakor?<\/h3>\n<p>Miut\u00e1n eld\u00f6nt\u00f6tted, mely kateg\u00f3ri\u00e1k m\u0171k\u00f6dnek, folyamatosan monitorozd \u00e9s \u00e9rt\u00e9keld \u0151ket. Az els\u0151 h\u00f3nap ut\u00e1n \u00e9rdemes visszatekinteni, majd negyed\u00e9vente fel\u00fclvizsg\u00e1lni a rendszert. N\u00e9h\u00e1ny dolog, amire figyelj:<\/p>\n<ul>\n<li><strong>&#8216;Egy\u00e9b&#8217; kateg\u00f3ria ellen\u0151rz\u00e9se<\/strong>: Gyakran haszn\u00e1lj\u00e1k ezt a kateg\u00f3ri\u00e1t? Ez jelezheti, hogy sz\u00fcks\u00e9g van \u00faj kateg\u00f3ri\u00e1k bevezet\u00e9s\u00e9re.<\/li>\n<li><strong>Kateg\u00f3ri\u00e1k kihaszn\u00e1lts\u00e1g\u00e1nak vizsg\u00e1lata<\/strong>: Ha van olyan kateg\u00f3ria, amely t\u00fal sok vagy t\u00fal kev\u00e9s bejelent\u00e9st tartalmaz, \u00e9rdemes \u00e1tgondolni, hogy sz\u00fcks\u00e9g van-e m\u00f3dos\u00edt\u00e1sokra.<\/li>\n<\/ul>\n<h3>\u00c9rdekelnek a bev\u00e1lt gyakorlatok?<\/h3>\n<p>Ha szeretn\u00e9l m\u00e9g t\u00f6bb bev\u00e1lt gyakorlatot megismerni, n\u00e9zd meg az al\u00e1bbiakat:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.topdesk.com\/hu\/blog\/beleptetesi-folyamat-a-szogaltatasmenedzsmentben\" target=\"_new\" rel=\"noopener\">Egy j\u00f3l bev\u00e1lt bel\u00e9ptet\u00e9si folyamat a szolg\u00e1ltat\u00e1smenedzsmentben<\/a><\/li>\n<li><a href=\"https:\/\/blog.topdesk.com\/hu\/itsm\/valtozaskezeles\/5-menedzseri-feladat-a-tokeletes-valtozaskezelesert\/\" target=\"_new\" rel=\"noopener\">5 menedzseri feladat a v\u00e1ltoz\u00e1sok megfelel\u0151 kezel\u00e9s\u00e9\u00e9rt<\/a><\/li>\n<\/ul>\n<p>Vagy t\u00f6ltsd le a <a href=\"https:\/\/www.topdesk.com\/hu\/e-konyvek\/bevalt-gyakorlatok-a-szolgaltatasmenedzsmentben\/\" target=\"_new\" rel=\"noopener\">Bev\u00e1lt Gyakorlatok a Szolg\u00e1ltat\u00e1smenedzsmentben<\/a> c\u00edm\u0171 e-bookunkat!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A csapatod val\u00f3sz\u00edn\u0171leg sok id\u0151t t\u00f6lt az incidensek kategoriz\u00e1l\u00e1s\u00e1val. De mi\u00e9rt is fontos ez? A kateg\u00f3ri\u00e1k val\u00f3ban seg\u00edtenek gyorsabban kezelni az incidenseket? A k\u00f6vetkez\u0151 6 k\u00e9rd\u00e9ssel kider\u00edtheted, hogy a legt\u00f6bbet hozod-e ki az incidens kategoriz\u00e1l\u00e1s\u00e1b\u00f3l. Mi\u00e9rt kategoriz\u00e1ljuk az incidenseket? Kezdj\u00fck az alapokkal: mi\u00e9rt is fontos az incidensek kategoriz\u00e1l\u00e1sa? T\u00e9nyleg sz\u00fcks\u00e9g van ezekre az inform\u00e1ci\u00f3kra? Mi<\/p>\n","protected":false},"author":379,"featured_media":17398,"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-17395","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":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Vajon j\u00f3 incidens kateg\u00f3ri\u00e1kat haszn\u00e1l jelenleg? | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Tudd meg, hogyan kategoriz\u00e1ld hat\u00e9konyan az incidenseket, hogy gyorsabban \u00e9s eredm\u00e9nyesebben kezeld \u0151ket! 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