{"id":18352,"date":"2023-05-09T08:00:51","date_gmt":"2023-05-09T06:00:51","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=18352"},"modified":"2024-09-11T14:38:43","modified_gmt":"2024-09-11T12:38:43","slug":"minden-amit-a-szolgaltatas-automatizaciorol-tudni-kell","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/minden-amit-a-szolgaltatas-automatizaciorol-tudni-kell\/","title":{"rendered":"Minden, amit a szolg\u00e1ltat\u00e1s-automatiz\u00e1ci\u00f3r\u00f3l tudni \u00e9rdemes"},"content":{"rendered":"

Az automatiz\u00e1ci\u00f3 m\u00e1r j\u00f3 ideje fontos t\u00e9ma a szolg\u00e1ltat\u00f3k sz\u00e1m\u00e1ra, \u00e9s ez a k\u00f6zelj\u00f6v\u0151ben sem v\u00e1ltozik sokat. A Gartner el\u0151rejelz\u00e9se szerint a 2021-ben m\u00e9rt 20%-r\u00f3l 2025-re a szervezetek 70%-a fog struktur\u00e1lt automatiz\u00e1l\u00e1st bevezetni.<\/a><\/p>\n

Mit jelent a szolg\u00e1ltat\u00e1s-automatiz\u00e1ci\u00f3\u00a0 \u00e9s hogyan tudja csapatod a legt\u00f6bbet kihozni bel\u0151le? Ebb\u0151l a blogb\u00f3l kider\u00fcl!<\/p>\n

Mit jelent a szolg\u00e1ltat\u00e1s-automatiz\u00e1l\u00e1s?<\/h2>\n

Mint \u00e1ltal\u00e1ban, ezt a t\u00e9m\u00e1t is \u00e9rdemes a fogalom defini\u00e1l\u00e1s\u00e1val kezdeni. Az ITSM (IT Service Management) a szervezetek \u00e1ltal a v\u00e9gfelhaszn\u00e1l\u00f3knak ny\u00fajtott IT-szolg\u00e1ltat\u00e1s jav\u00edt\u00e1s\u00e1ra haszn\u00e1lt rendszerek \u00e9s folyamatok \u00f6sszess\u00e9ge. A szolg\u00e1ltat\u00e1s-automatiz\u00e1ci\u00f3 ezeknek a folyamatoknak a r\u00e9szleges vagy teljes automatiz\u00e1l\u00e1s\u00e1t jelenti annak \u00e9rdek\u00e9ben, hogy javuljon a hat\u00e9konys\u00e1g, illetve, hogy cs\u00f6kkenjenek a folyton ism\u00e9tl\u0151d\u0151 manu\u00e1lis feladatok. Ez v\u00e9geredm\u00e9nyben id\u0151t szabad\u00edt fel a komplexebb, nagyobb \u00e9rt\u00e9ket teremt\u0151 teend\u0151kre. N\u00e9h\u00e1ny ilyen ism\u00e9tl\u0151d\u0151 feladat lehet: a hibajegyek l\u00e9trehoz\u00e1sa \u00e9s nyomon k\u00f6vet\u00e9se, valamint az egyszer\u0171bb k\u00e9r\u00e9sek automatikus megv\u00e1laszol\u00e1sa az \u00f6nkiszolg\u00e1l\u00f3 port\u00e1lon kereszt\u00fcl.<\/p>\n

Az olyan egyszer\u0171bb feladatok automatiz\u00e1l\u00e1s\u00e1val, mint a jelsz\u00f3 vissza\u00e1ll\u00edt\u00e1s, az IT munkat\u00e1rsak lehet\u0151s\u00e9get kapnak a magasabb szint\u0171 \u00e9s komplexebb bejelent\u00e9sekre koncentr\u00e1lni. Ez ak\u00e1r 40%-al cs\u00f6kkentheti az \u00fcgyf\u00e9lszolg\u00e1latra \u00e9rkez\u0151 h\u00edv\u00e1sok sz\u00e1m\u00e1t, valamint a bejelent\u0151k munkale\u00e1ll\u00e1si idej\u00e9t.<\/p>\n

A szolg\u00e1ltat\u00e1s-automatiz\u00e1l\u00e1s el\u0151nyei<\/h2>\n

Amellett, hogy az \u00fcgyf\u00e9lszolg\u00e1lati koll\u00e9g\u00e1k munk\u00e1j\u00e1t megk\u00f6nny\u00edti, az automatiz\u00e1l\u00e1snak sz\u00e1mos egy\u00e9b el\u0151nye is van a szervezetre n\u00e9zve:<\/p>\n

Kevesebb ism\u00e9tl\u0151d\u0151 feladat<\/h3>\n

Az els\u0151 \u00e9s legfontosabb el\u0151ny, hogy reduk\u00e1l\u00f3dik az egyszer\u0171bb \u00e9s folyton ism\u00e9tl\u0151d\u0151 feladatok sz\u00e1ma, amelyet az \u00fcgyf\u00e9lszolg\u00e1lati munkat\u00e1rsak ak\u00e1r napi szinten v\u00e9grehajtanak. Az olyan egyszer\u0171bb feladatok automatiz\u00e1l\u00e1s\u00e1val, mint a jelsz\u00f3 vissza\u00e1ll\u00edt\u00e1s, az IT munkat\u00e1rsak lehet\u0151s\u00e9get kapnak a magasabb szint\u0171 \u00e9s komplexebb bejelent\u00e9sekre koncentr\u00e1lni. Ez ak\u00e1r 40%-al cs\u00f6kkentheti az \u00fcgyf\u00e9lszolg\u00e1latra \u00e9rkez\u0151 h\u00edv\u00e1sok sz\u00e1m\u00e1t, valamint a bejelent\u0151k munkale\u00e1ll\u00e1si idej\u00e9t.<\/p>\n

El\u00e1rasztj\u00e1k IT csapatot a jelsz\u00f3vissza\u00e1ll\u00edt\u00e1si bejelent\u00e9sek? Tanuld meg ebben a blogban, hogy hogyan tudsz id\u0151t -\u00e9s p\u00e9nzt sp\u00f3rolni ennek automatiz\u00e1l\u00e1s\u00e1val.<\/a><\/p>\n

G\u00f6rd\u00fcl\u00e9kenyebb hibajegykezel\u00e9s<\/h3>\n

A bejelentett hibajegyekn\u00e9l fontos, hogy az eljusson ahhoz a szem\u00e9lyhez, aki a megfelel\u0151 k\u00e9szs\u00e9gekkel rendelkezik, hiszen \u00edgy tud seg\u00edteni az \u00fcgyf\u00e9lnek megoldani a probl\u00e9m\u00e1j\u00e1t. A szolg\u00e1ltat\u00e1s-automatiz\u00e1l\u00e1s megk\u00f6nny\u00edti az incidensek megfelel\u0151 szem\u00e9lyhez t\u00f6rt\u00e9n\u0151 hozz\u00e1rendel\u00e9s\u00e9t az\u00e1ltal, hogy az adatb\u00e1zisban tal\u00e1lhat\u00f3 inform\u00e1ci\u00f3k alapj\u00e1n azonos\u00edtja az incidensek \u00e9s a szolg\u00e1ltat\u00e1si k\u00e9relmek tulajdons\u00e1gait egy adott kateg\u00f3ri\u00e1n bel\u00fcl. Az automatiz\u00e1l\u00e1s az incidens- \u00e9s szervizk\u00e9relem-\u0171rlapok egy\u00e9b mez\u0151ire vonatkoz\u00f3 javaslatokat is adhat az \u00fcgyf\u00e9lszolg\u00e1lati koll\u00e9g\u00e1knak, megk\u00f6nny\u00edtve azok kit\u00f6lt\u00e9s\u00e9t.<\/p>\n

Fedezze fel a service desk automatiz\u00e1l\u00e1s el\u0151nyeit ebben a blogban.<\/a><\/p>\n

Javul\u00f3 \u00fcgyf\u00e9l\u00e9lm\u00e9ny<\/h3>\n

A bejelent\u0151k elv\u00e1r\u00e1sa, hogy \u00fcgyeiket g\u00f6rd\u00fcl\u00e9kenyen \u00e9s szem\u00e9lyre szabottan v\u00e9gezhess\u00e9k. Emellett elv\u00e1rj\u00e1k azt is, hogy a szolg\u00e1ltat\u00e1s sz\u00ednvonala k\u00f6zel\u00edtsen a B2C term\u00e9kek kapcs\u00e1n tapasztalt kiszolg\u00e1l\u00e1si technik\u00e1hoz.<\/a> A chatbotok \u00e9s a term\u00e9szetes nyelvi feldolgoz\u00e1ssal ell\u00e1tott MI (mesters\u00e9ges intelligencia) k\u00e9pes az \u00edrott sz\u00f6veget elemezni \u00e9s jelent\u00e9s\u00e9t \u00e9rtelmezni, amely alapj\u00e1n v\u00e1laszol az \u00fcgyfelek k\u00e9rd\u00e9seire. Ez azt jelenti, hogy az \u00fcgyfeleknek nem kell id\u0151t t\u00f6lteni a v\u00e1laszok keres\u00e9s\u00e9vel vagy az IT r\u00e9szleg seg\u00edts\u00e9g\u00e9re v\u00e1rni. Ezen fel\u00fcl, a chatbot \u00e9s az \u00fcgyf\u00e9l k\u00f6z\u00f6tti besz\u00e9lget\u00e9s sok hasznos inform\u00e1ci\u00f3val szolg\u00e1lhat az IT sz\u00e1m\u00e1ra, \u00edgy r\u00f6gt\u00f6n az incidenskezel\u00e9ssel foglalkozhatnak.<\/p>\n

N\u00e9zz ut\u00e1na, a te \u00fcgyf\u00e9lszolg\u00e1ltodnak miben tudna seg\u00edteni egy chatbot.<\/a><\/p>\n

Kezd\u0151 l\u00e9p\u00e9sek a szolg\u00e1ltat\u00e1s-automatiz\u00e1l\u00e1s\u00e1hoz<\/h2>\n

A fent le\u00edrtak j\u00f3l hangzanak, azonban felmer\u00fclhet a k\u00e9rd\u00e9s, hogy hol is lehet az automatiz\u00e1l\u00e1s elkezdeni, illetve, hogy milyen folyamatok kapcs\u00e1n \u00e9rdemes ebben gondolkodni. \u00d6sszegy\u0171jt\u00f6tt\u00fcnk ehhez n\u00e9h\u00e1ny tippet:<\/p>\n

Vedd sz\u00e1mba, hogy milyen t\u00edpus\u00fa k\u00e9rd\u00e9sek a leggyakoribbak az \u00fcgyf\u00e9lszolg\u00e1laton. A list\u00e1t v\u00e9gig n\u00e9zve \u00e9rdemes feltenni a k\u00f6vetkez\u0151 k\u00e9rd\u00e9seket:<\/p>\n

    \n
  • A hibajegy megold\u00e1sa k\u00f6zben ugyan azokat a l\u00e9p\u00e9seket kell v\u00e9grehajtani?<\/li>\n
  • Meg lehet hat\u00e1rozni a l\u00e9p\u00e9sek elv\u00e9gz\u00e9s\u00e9nek szab\u00e1lyait?<\/li>\n
  • A k\u00e9r\u00e9s megold\u00e1sa teremt hozz\u00e1adott \u00e9rt\u00e9ket a szervezet sz\u00e1m\u00e1ra?<\/li>\n<\/ul>\n

    Amennyiben ezekre a k\u00e9rd\u00e9sekre a v\u00e1lasz igen, akkor az adott feladat kiv\u00e1l\u00f3an alkalmas az automatiz\u00e1l\u00e1sra.<\/p>\n

    T\u00f6ltsd ki Automatiz\u00e1ci\u00f3 szond\u00e1t!<\/h2>\n

    Kezd\u0151, halad\u00f3 vagy profi vagy a szolg\u00e1ltat\u00e1s -\u00e9s folyamatautomatiz\u00e1ci\u00f3 ter\u00e9n? Az Automatiz\u00e1ci\u00f3s szond\u00e1nk felm\u00e9ri milyen szinten vagy \u00e9s tippeket is kapsz automatiz\u00e1l\u00e1s ter\u00e9n.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Az automatiz\u00e1ci\u00f3 m\u00e1r j\u00f3 ideje fontos t\u00e9ma a szolg\u00e1ltat\u00f3k sz\u00e1m\u00e1ra, \u00e9s ez a k\u00f6zelj\u00f6v\u0151ben sem v\u00e1ltozik sokat. A Gartner el\u0151rejelz\u00e9se szerint a 2021-ben m\u00e9rt 20%-r\u00f3l 2025-re a szervezetek 70%-a fog struktur\u00e1lt automatiz\u00e1l\u00e1st bevezetni. Mit jelent a szolg\u00e1ltat\u00e1s-automatiz\u00e1ci\u00f3\u00a0 \u00e9s hogyan tudja csapatod a legt\u00f6bbet kihozni bel\u0151le? Ebb\u0151l a blogb\u00f3l kider\u00fcl! Mit jelent a szolg\u00e1ltat\u00e1s-automatiz\u00e1l\u00e1s? Mint \u00e1ltal\u00e1ban,<\/p>\n","protected":false},"author":379,"featured_media":18355,"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-18352","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":"\nMinden, amit a szolg\u00e1ltat\u00e1s-automatiz\u00e1ci\u00f3r\u00f3l tudni \u00e9rdemes | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Ismerd meg a szolg\u00e1ltat\u00e1s-automatiz\u00e1l\u00e1s el\u0151nyeit, \u00e9s hogyan seg\u00edtheti IT csapatodat hat\u00e9konyabb\u00e1 tenni a folyamataidat!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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