{"id":19018,"date":"2024-02-15T11:45:54","date_gmt":"2024-02-15T10:45:54","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=19018"},"modified":"2024-07-17T11:52:28","modified_gmt":"2024-07-17T09:52:28","slug":"a-proaktiv-problemakezeles-kulcsa","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/a-proaktiv-problemakezeles-kulcsa\/","title":{"rendered":"A proakt\u00edv probl\u00e9makezel\u00e9s kulcsa"},"content":{"rendered":"

Az incidenskezel\u00e9s minden Service Desk alapvet\u0151 feladata. \u00c9s mindannyian tudjuk, hogy a probl\u00e9m\u00e1k tov\u00e1bbi incidensekhez vezetnek. De hogyan lehet proakt\u00edv probl\u00e9makezel\u00e9ssel elker\u00fclni a t\u00f6bb incidenst?<\/span>\u00a0<\/span><\/p>\n

Ha vet\u00fcnk egy pillant\u00e1s a Google-re azt l\u00e1thatjuk, hogy az incidens- \u00e9s probl\u00e9makezel\u00e9sr\u0151l sz\u00f3l\u00f3 bejegyz\u00e9sek nagy r\u00e9sze az “Incident vs. Problem management” c\u00edmet viseli. \u00c9rtelemszer\u0171en \u00e9rdemes \u00f6sszehasonl\u00edtani ezeket a folyamatokat, hogy meg\u00e9rts\u00fck a k\u00f6zt\u00fck l\u00e9v\u0151 k\u00fcl\u00f6nbs\u00e9get. De az ehhez hasonl\u00f3 c\u00edmek olyasmit is sugallnak, ami nem fedi le az igazs\u00e1got: ezek nem ellent\u00e9tes folyamatok, hanem kieg\u00e9sz\u00edtik egym\u00e1st.<\/span>\u00a0<\/span><\/p>\n

Di\u00f3h\u00e9jban az incidenskezel\u00e9s azt jelenti, hogy egy felhaszn\u00e1l\u00f3 s\u00e9r\u00fcl\u00e9st \u00e9szlelt a szolg\u00e1ltat\u00e1si szintj\u00e9ben, \u00e9s te helyre\u00e1ll\u00edtod a probl\u00e9m\u00e1t, hogy minden visszat\u00e9rjen \u00fajra a r\u00e9gi ker\u00e9kv\u00e1g\u00e1sba. A Probl\u00e9makezel\u00e9s a neh\u00e9zs\u00e9g kijav\u00edt\u00e1s\u00e1t jelenti a probl\u00e9ma magj\u00e1ban.<\/span>\u00a0<\/span><\/p>\n

Mikor v\u00e1lik egy incidens probl\u00e9m\u00e1v\u00e1?<\/span>\u00a0<\/span><\/h2>\n

Egy incidens soha nem v\u00e1lik probl\u00e9m\u00e1v\u00e1. Fogalmazhatunk \u00fagy is: m\u00edg a legt\u00f6bb Incidens probl\u00e9m\u00e1t jelent, egyetlen Incidens sem jelent probl\u00e9m\u00e1t.<\/span>\u00a0<\/span><\/p>\n

Gyakori anal\u00f3gia a defektes gumiabroncs esete (l\u00e1sd p\u00e9ld\u00e1ul <\/span>ezt a bejegyz\u00e9st<\/span><\/a>). Ha az aut\u00f3nkkal kanyarodtunk, \u00e9s defektet kaptunk, ez egy incidens – az \u00fat sz\u00e9l\u00e9n meg lehet jav\u00edtani. A probl\u00e9m\u00e1ra az lenne a helyes p\u00e9lda, ha kopott gumival vezetn\u00e9l. Ez mindenk\u00e9ppen incidenshez vezetne.<\/span>\u00a0<\/span><\/p>\n

A k\u00e9rd\u00e9s teh\u00e1t nem az, hogy egy incidens mikor v\u00e1lik probl\u00e9m\u00e1v\u00e1, hanem hogy mikor v\u00e1lik a probl\u00e9ma incidenss\u00e9?\u00a0 \u00c9s a v\u00e1lasz erre az, hogy szinte mindig. Mit kell teh\u00e1t tenned?<\/span>\u00a0<\/span><\/p>\n

Stephen Mann ipar\u00e1gi szak\u00e9rt\u0151 10 gyakorlati tippet ad az ITIL Probl\u00e9makezel\u00e9s megkezd\u00e9s\u00e9hez.<\/span><\/a>\u00a0<\/span><\/p>\n

Proakt\u00edv probl\u00e9makezel\u00e9s<\/span>\u00a0<\/span><\/h2>\n

Vawns Murphy<\/span><\/a> az ITSM.tools oldalon \u00edrt egy nagyszer\u0171 bejegyz\u00e9st a folyamatok k\u00f6z\u00f6tti k\u00fcl\u00f6nbs\u00e9gekr\u0151l \u00e9s arr\u00f3l, hogyan lehet <\/span>proakt\u00edvabban dolgozni a probl\u00e9makezel\u00e9s \u00e1ltal<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n

A l\u00e9nyeg a kevesebb t\u0171zolt\u00e1s \u00e9s t\u00f6bb proaktivit\u00e1s. Ezt pedig az \u00fcgyf\u00e9lk\u00f6zpont\u00fa megk\u00f6zel\u00edt\u00e9ssel \u00e9rhetj\u00fck el. Gondolj csak bele: az \u00fcgyf\u00e9l boldogabb lesz, ha a szervereid mindig m\u0171k\u00f6dnek, nem \u00fagy mintha minden egyes le\u00e1ll\u00e1skor gyorsan orvosolnod kellene a probl\u00e9m\u00e1t.<\/span>\u00a0<\/span><\/p>\n

A l\u00e9nyeg az, hogy ne v\u00e1rjuk meg, hogy megt\u00f6rt\u00e9njen egy incidens, hanem mindig legy\u00fcnk r\u00e9sen, hogy mi t\u00f6rt\u00e9nhet. A trendelemz\u00e9s (vagy bizonyos esetekben a meg\u00e9rz\u00e9seink) seg\u00edts\u00e9g\u00e9vel \u00e9rvelj amellett, hogy egy probl\u00e9m\u00e1t kezelni kell, \u00e9s jav\u00edtsd ki, miel\u0151tt a Service Desk felhaszn\u00e1l\u00f3i \u00e9rintettek lenn\u00e9nek a dologban. A szerverek valami\u00e9rt mindig ugyanabban az id\u0151pontban halnak le minden h\u00f3napban? Biztosan van egy m\u00f6g\u00f6ttes probl\u00e9ma, amelyet meg kell oldani.<\/span>\u00a0<\/span><\/p>\n

V\u00e1laszd a megfelel\u0151 embereket felel\u0151s\u00f6knek<\/span>\u00a0<\/span><\/h2>\n

A siker kulcsa az, hogy legyenek elk\u00f6telezett probl\u00e9mamegold\u00f3k, \u00e9s hogy az elemz\u0151i csapatnak legyen egy vezet\u0151je. Ennek a szem\u00e9lynek ide\u00e1lis esetben k\u00fcl\u00f6nb\u00f6znie kellene az incidenseket kezel\u0151 szem\u00e9lyt\u0151l, \u00e9s m\u00e1sra kell \u00f6sszpontos\u00edtania.<\/span>\u00a0<\/span><\/p>\n

Az incidenskezel\u00e9si elemz\u0151k kifel\u00e9 szolg\u00e1ltatnak, \u00e9s arra \u00f6sszpontos\u00edtanak, hogy a felmer\u00fcl\u0151 probl\u00e9m\u00e1k gyors jav\u00edt\u00e1s\u00e1val boldogg\u00e1 tegy\u00e9k az \u00fcgyfeleket. A befel\u00e9 dolgoz\u00f3 probl\u00e9mamenedzser \u00e9s csapata az incidensek kiv\u00e1lt\u00f3 okaival foglalkozik.<\/span>\u00a0<\/span><\/p>\n

Az elemz\u0151(k)nek tiszt\u00e1ban kell lenni\u00fck azzal, hogy milyen incidensek fordulnak el\u0151, milyen gyakran \u00e9s mi a kiv\u00e1lt\u00f3 ok. Ezut\u00e1n elkezdhetik levonni a k\u00f6vetkeztet\u00e9seket \u00e9s azonos\u00edtani a potenci\u00e1lis probl\u00e9m\u00e1k egy\u00e9b forr\u00e1sait, miel\u0151tt t\u00fal sok ilyen probl\u00e9ma mer\u00fclne fel. A probl\u00e9m\u00e1kkal foglalkoz\u00f3 csapatnak \u00e9s az incidensekkel foglalkoz\u00f3 csapatnak folyamatosan kapcsolatban kell \u00e1llnia, \u00e9s ugyanazon a k\u00f6z\u00f6s c\u00e9lon kell dolgoznia: a jobb szolg\u00e1ltat\u00e1son.<\/span>\u00a0<\/span><\/p>\n

\u00c9s b\u00e1r vonz\u00f3 lehet, ne haszn\u00e1lj fel minden er\u0151forr\u00e1st a nagyobb probl\u00e9m\u00e1k megold\u00e1s\u00e1ra. A kisebb probl\u00e9mak\u00f6r\u00f6k fokozatos kiigaz\u00edt\u00e1sa ugyanolyan fontos, \u00e9s hossz\u00fa t\u00e1von frusztr\u00e1ci\u00f3t\u00f3l szabad\u00edt meg, valamint megakad\u00e1lyozza, hogy ezek a kis probl\u00e9m\u00e1k nagyobbakk\u00e1 v\u00e1ljanak.<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Az incidenskezel\u00e9s minden Service Desk alapvet\u0151 feladata. \u00c9s mindannyian tudjuk, hogy a probl\u00e9m\u00e1k tov\u00e1bbi incidensekhez vezetnek. De hogyan lehet proakt\u00edv probl\u00e9makezel\u00e9ssel elker\u00fclni a t\u00f6bb incidenst?\u00a0 Ha vet\u00fcnk egy pillant\u00e1s a Google-re azt l\u00e1thatjuk, hogy az incidens- \u00e9s probl\u00e9makezel\u00e9sr\u0151l sz\u00f3l\u00f3 bejegyz\u00e9sek nagy r\u00e9sze az “Incident vs. Problem management” c\u00edmet viseli. \u00c9rtelemszer\u0171en \u00e9rdemes \u00f6sszehasonl\u00edtani ezeket a folyamatokat,<\/p>\n","protected":false},"author":1,"featured_media":19021,"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-19018","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":null,"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nA proakt\u00edv probl\u00e9makezel\u00e9s kulcsa | TOPdesk<\/title>\n<meta name=\"description\" content=\"Fedezd fel, hogyan eg\u00e9sz\u00edtik ki az incidens- \u00e9s probl\u00e9makezel\u00e9si folyamatok egym\u00e1st a hat\u00e9kony IT t\u00e1mogat\u00e1s\u00e9rt. 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