{"id":24975,"date":"2024-09-12T11:36:43","date_gmt":"2024-09-12T09:36:43","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=24975"},"modified":"2024-09-27T11:37:18","modified_gmt":"2024-09-27T09:37:18","slug":"esm-kovetkezo-evolucioja","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/esm-kovetkezo-evolucioja\/","title":{"rendered":"Megosztott szolg\u00e1ltat\u00e1si modell &#8211; az ESM k\u00f6vetkez\u0151 evol\u00faci\u00f3ja\u00a0"},"content":{"rendered":"<h1><span data-contrast=\"auto\">Megosztott szolg\u00e1ltat\u00e1si modell &#8211; az ESM k\u00f6vetkez\u0151 evol\u00faci\u00f3ja<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h1>\n<p><span data-contrast=\"auto\">A szervezeted belevetette m\u00e1r mag\u00e1t a v\u00e1llalati szolg\u00e1ltat\u00e1smenedzsment (<\/span><a href=\"https:\/\/www.topdesk.com\/hu\/vallalati-szolgaltatasmenedzsment\/\"><span data-contrast=\"none\">Enterprise Service Management<\/span><\/a><span data-contrast=\"auto\">, ESM) koncepci\u00f3j\u00e1ba? Meglehet ugyanis, hogy m\u00e1r most is hasznos\u00edtod n\u00e9h\u00e1ny el\u0151ny\u00e9t! Elk\u00e9pzelhet\u0151, hogy digit\u00e1lisan \u00e1talak\u00edtottad szervezeted HR-tev\u00e9kenys\u00e9g\u00e9t, vagy tal\u00e1n bevezett\u00e9l egy olyan, az eg\u00e9sz v\u00e1llalatra kiterjed\u0151 \u00f6nkiszolg\u00e1l\u00f3 port\u00e1lt, amely kiszolg\u00e1lja a dolgoz\u00f3k ig\u00e9nyeit.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">De m\u00e9g t\u00f6bbet is tehetsz az\u00e9rt, hogy jav\u00edtsd szervezeted back-office m\u0171k\u00f6d\u00e9seit.<\/span> <span data-contrast=\"auto\">Az egyik lehet\u0151s\u00e9g a szervezeti strukt\u00fara megv\u00e1ltoztat\u00e1sa, hogy egy egys\u00e9ges support szolg\u00e1ltat\u00f3t hozz l\u00e9tre az alkalmazottak sz\u00e1m\u00e1ra.<\/span> <span data-contrast=\"auto\">Ez nem m\u00e1s, mint a megosztott szolg\u00e1ltat\u00e1sok modellj\u00e9n alapul\u00f3 megosztott szolg\u00e1ltat\u00f3 szervezet.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<h2><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-contrast=\"auto\">A megosztott szolg\u00e1ltat\u00e1sok modellje<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Ha olyan id\u0151s vagy, mint \u00e9n, akkor eml\u00e9kszel a klasszikus centraliz\u00e1ci\u00f3 kontra decentraliz\u00e1ci\u00f3 vit\u00e1ra &#8211; jobb-e egy k\u00f6zpontos\u00edtott, az eg\u00e9sz szervezetre kiterjed\u0151 informatikai r\u00e9szleg, vagy k\u00fcl\u00f6n\u00e1ll\u00f3, decentraliz\u00e1lt informatikai csapatok az egyes r\u00e9szlegeken bel\u00fcl (p\u00e9ld\u00e1ul a HR-nek saj\u00e1t informatikai csapata van)? V\u00e9g\u00fcl a k\u00f6zpontos\u00edt\u00e1s v\u00e1lt a legjobb eszk\u00f6zz\u00e9 a magas sz\u00ednvonal\u00fa szolg\u00e1ltat\u00e1sok \u00e9s a support lehet\u0151 legjobb m\u00f3don t\u00f6rt\u00e9n\u0151 ny\u00fajt\u00e1s\u00e1ra.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A megosztott szolg\u00e1ltat\u00e1sok modellje a centraliz\u00e1lt modell tov\u00e1bbi kiterjeszt\u00e9se &#8211; ez\u00fattal a k\u00fcl\u00f6nb\u00f6z\u0151 \u00fczleti tev\u00e9kenys\u00e9get t\u00e1mogat\u00f3 kapacit\u00e1sok, egyetlen, az eg\u00e9sz szervezetre kiterjed\u0151 t\u00e1mogat\u00f3 egys\u00e9gbe t\u00f6rt\u00e9n\u0151 \u00f6sszevon\u00e1s\u00e1val. Ide tartozhat a HR (\u00e9s b\u00e9rsz\u00e1mfejt\u00e9s), a l\u00e9tes\u00edtm\u00e9nyek, a p\u00e9nz\u00fcgyek, az IT, a jogi szolg\u00e1ltat\u00e1sok, a beszerz\u00e9s, az ir\u00e1ny\u00edt\u00e1si \u00e9s megfelel\u0151s\u00e9gi (GRC) csoportok, a biztons\u00e1g \u00e9s m\u00e1s, az eg\u00e9sz szervezetet \u00e9rint\u0151 feladatokat t\u00e1mogat\u00f3 kapacit\u00e1sok. A megosztott szolg\u00e1ltat\u00e1si szervezet a k\u00f6vetkez\u0151 el\u0151ny\u00f6kkel b\u00edr:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">k\u00f6nnyebb hozz\u00e1f\u00e9r\u00e9s a szolg\u00e1ltat\u00e1shoz, nagyobb szolg\u00e1ltat\u00e1si konzisztencia \u00e9s jobb <\/span><a href=\"https:\/\/www.topdesk.com\/en\/blog\/ex\/what-is-employee-experience\/\"><span data-contrast=\"none\">munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">m\u0171k\u00f6d\u00e9si hat\u00e9konys\u00e1g \u00e9s j\u00e1rul\u00e9kos k\u00f6lts\u00e9gcs\u00f6kkent\u00e9s<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">fejlettebb tud\u00e1smegoszt\u00e1s, -kezel\u00e9s \u00e9s -hasznos\u00edt\u00e1s<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">hat\u00e9konyabb oper\u00e1ci\u00f3s betekint\u00e9s a teljes\u00edtm\u00e9nybe \u00e9s a fejleszt\u00e9si lehet\u0151s\u00e9gekbe.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">A legfontosabb, hogy a megosztott szolg\u00e1ltat\u00e1sok lehet\u0151v\u00e9 teszik a szervezet sz\u00e1m\u00e1ra, hogy a service \u00e9s support kapacit\u00e1sait az alkalmazottak ig\u00e9nyei \u00e9s sz\u00fcks\u00e9gletei szerint alak\u00edtsa ki \u2013 \u00e9s ne az egyes szolg\u00e1ltat\u00f3k ig\u00e9nyei \u00e9s sz\u00fcks\u00e9gletei alapj\u00e1n, ahogyan az a m\u00faltban t\u00f6rt\u00e9nt. A support-nak az effajta leegyszer\u0171s\u00edt\u00e9se mind az alkalmazottak produktivit\u00e1s\u00e1nak, illetve az \u00fczleti eredm\u00e9nyek el\u0151ny\u00e9re v\u00e1lik.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">\u201eA<\/span><\/b><b><span data-contrast=\"auto\"> megosztott szolg\u00e1ltat\u00e1sok lehet\u0151v\u00e9 teszik a szervezet sz\u00e1m\u00e1ra, hogy a service \u00e9s support kapacit\u00e1sait az alkalmazottak ig\u00e9nyei \u00e9s sz\u00fcks\u00e9gletei szerint alak\u00edtsa ki \u2013 \u00e9s ne az egyes szolg\u00e1ltat\u00f3k ig\u00e9nyei \u00e9s sz\u00fcks\u00e9gletei alapj\u00e1n, ahogyan az a m\u00faltban t\u00f6rt\u00e9nt.<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Nem minden megosztott szolg\u00e1ltat\u00f3 szervezet egyforma\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Mint az \u00e9let sok m\u00e1s ter\u00fclet\u00e9n, itt sem l\u00e9tezik egy &#8221; mindenre egyform\u00e1n alkalmazhat\u00f3&#8221; megosztott szolg\u00e1ltat\u00e1si modell. A k\u00fcl\u00f6nb\u00f6z\u0151 szervezetek k\u00fcl\u00f6nb\u00f6z\u0151 ig\u00e9nyekkel, sz\u00fcks\u00e9gletekkel \u00e9s k\u00e9pess\u00e9gekkel rendelkeznek, amelyek befoly\u00e1solj\u00e1k a megosztott szolg\u00e1ltat\u00e1si modell megval\u00f3s\u00edt\u00e1s\u00e1t.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Egyes szervezetek p\u00e9ld\u00e1ul egyszer\u0171en csak azt szeretn\u00e9k, hogy a k\u00fcl\u00f6nb\u00f6z\u0151 \u00fczleti tev\u00e9kenys\u00e9geket szorosabban \u00f6sszhangba hozz\u00e1k. K\u00f6vetkez\u00e9sk\u00e9ppen az ilyen t\u00edpus\u00fa modell olyan laza csatol\u00e1st biztos\u00edt, amely jav\u00edtja a <\/span><a href=\"https:\/\/www.topdesk.com\/hu\/blog\/vallalati-szolgaltatasmenedzsment\/megosztott-szolgaltatasok\/kollaboracio-reszlegek-kozott\/\"><span data-contrast=\"none\">r\u00e9szlegek k\u00f6z\u00f6tti egy\u00fcttm\u0171k\u00f6d\u00e9st<\/span><\/a><span data-contrast=\"auto\">. K\u00e9pzeld el, hogy a HR-, a l\u00e9tes\u00edtm\u00e9ny- \u00e9s az IT-oszt\u00e1lyok nem elszigetelten, hanem egy\u00fctt dolgoznak az \u00e1ltaluk kiszolg\u00e1lt alkalmazottak k\u00f6z\u00f6s jav\u00e1ra.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A spektrum m\u00e1sik v\u00e9g\u00e9n a &#8220;konszolid\u00e1lt&#8221; modell \u00e1ll, ahol mindenb\u0151l van egy. M\u00e1sk\u00e9pp fogalmazva, egyetlen szervezetr\u0151l van sz\u00f3, amely egyetlen leadership team-nek jelent, egyetlen service desk-kel, amelynek szem\u00e9lyzete els\u0151 vonalbeli munkat\u00e1rsakb\u00f3l \u00e1ll, akik az \u00fczleti tev\u00e9kenys\u00e9gen \u00e1t\u00edvel\u0151 h\u00edv\u00e1sokat tudnak fogadni. Az alkalmazottak seg\u00edts\u00e9gre, inform\u00e1ci\u00f3ra, szolg\u00e1ltat\u00e1sra \u00e9s v\u00e1ltoz\u00e1sra ir\u00e1nyul\u00f3 k\u00e9r\u00e9seit is egyetlen m\u00f3don kezelik. Ez sokkal k\u00f6nnyebb\u00e9 teszi az alkalmazottak \u00e9let\u00e9t (mivel egyetlen support van), m\u00e9retgazdas\u00e1goss\u00e1got k\u00edn\u00e1l a szervezeteknek, \u00e9s a support koll\u00e9g\u00e1k sz\u00e1m\u00e1ra v\u00e1ltozatosabb munk\u00e1t \u00e9s fejl\u0151d\u00e9si lehet\u0151s\u00e9geket biztos\u00edt.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Hogyan lehet implement\u00e1lni egy megosztott szolg\u00e1ltat\u00e1si modellt?<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">A legt\u00f6bb szervezet a megosztott szolg\u00e1ltat\u00e1si modell bevezet\u00e9s\u00e9t fokozatosan oldja meg. Ugyan\u00fagy, ahogyan nincs &#8220;mindenre egyform\u00e1n alkalmas&#8221; modell, \u00fagy az ilyen modellhez vezet\u0151 \u00fat is k\u00fcl\u00f6nb\u00f6z\u0151 m\u00f3don alakulhat. A leggyakoribb m\u00f3dszer a szervezeti strukt\u00far\u00e1n alapul\u00f3 megk\u00f6zel\u00edt\u00e9s, amely a k\u00f6vetkez\u0151 h\u00e1rom f\u00e1zist foglalja mag\u00e1ban:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">1.Az \u00fczleti tev\u00e9kenys\u00e9gek k\u00fcl\u00f6n\u00e1ll\u00f3 service \u00e9s support csapatokkal indulnak.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Minden csoport saj\u00e1t eszk\u00f6z\u00f6ket \u00e9s folyamatokat haszn\u00e1l &#8211; saj\u00e1t telefonsz\u00e1mmal \u00e9s \u00f6nkiszolg\u00e1l\u00f3 port\u00e1llal -, \u00e9s a saj\u00e1t r\u00e9szleg\u00fcknek jelentenek be. Az alkalmazottaknak tudniuk kell, hogy melyik r\u00e9szleghez forduljanak k\u00e9r\u00e9seikkel.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">2.A service \u00e9s support csapatok k\u00f6z\u00f6s elhelyez\u00e9se<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Az egyes szervezetek service \u00e9s support csoportjai tov\u00e1bbra is a saj\u00e1t r\u00e9szleg\u00fcknek jelentenek, de az \u00f6sszes csoportot egyetlen k\u00f6zpontban helyezt\u00e9k el. Az egy\u00fctt elhelyezett m\u0171veletek kiforrotts\u00e1g\u00e1t\u00f3l f\u00fcgg\u0151en m\u00e1r megoldhat\u00f3 a munkaterhel\u00e9s megoszt\u00e1sa az egyes csoportok k\u00f6z\u00f6tt, hogy az \u00fczleti tev\u00e9kenys\u00e9g t\u00e1mogat\u00e1s\u00e1ban megszokott hull\u00e1mv\u00f6lgyeket kezelni lehessen.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">3.A megosztott szolg\u00e1ltat\u00e1sok szervezet\u00e9nek bevezet\u00e9se<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Az egyes service \u00e9s support csoportok k\u00f6z\u00f6tt a \u201efalak\u201d megsz\u0171nnek. Egyetlen megosztott szolg\u00e1ltat\u00e1si szervezet ny\u00fajt a v\u00e1llalat eg\u00e9sz\u00e9re kiterjed\u0151 munkav\u00e1llal\u00f3i t\u00e1mogat\u00e1st. A gyakorlatokr\u00f3l \u00e9s a technol\u00f3gi\u00e1kr\u00f3l szervezeti szinten \u00e1llapodnak meg.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><span data-contrast=\"auto\">A megosztott szolg\u00e1ltat\u00e1si modell kialak\u00edt\u00e1sa<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">A folyamatok \u00e9s a technol\u00f3gia mellett sz\u00e1mos m\u00e1s ter\u00fcletet is egys\u00e9ges\u00edteni kell a megosztott szolg\u00e1ltat\u00e1si modellre val\u00f3 v\u00e1lt\u00e1s sor\u00e1n. Ide sorolhat\u00f3k:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Vezet\u00e9s (Leadership)<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">A megosztott szolg\u00e1ltat\u00e1sok szervezet\u00e9nek bevezet\u00e9s\u00e9vel a k\u00fcl\u00f6nb\u00f6z\u0151 \u00fczleti tev\u00e9kenys\u00e9gek vezet\u0151 csoportjait egyetlen vezet\u0151i strukt\u00fara v\u00e1ltja fel: <\/span><a href=\"https:\/\/www.topdesk.com\/en\/blog\/esm\/perfect-shared-services-manager\/\"><span data-contrast=\"none\">a megosztott szolg\u00e1ltat\u00e1sok vezet\u0151je.<\/span><\/a><span data-contrast=\"auto\"> A megosztott szolg\u00e1ltat\u00e1sok szervezete ennek az \u00faj leadership team-nek tartozik felel\u0151ss\u00e9ggel, de v\u00e9lhet\u0151en tov\u00e1bbra is megmaradnak a r\u00e9gebbi kapcsolatok p\u00e9ld\u00e1ul a HR-rel. \u00d6sszess\u00e9g\u00e9ben a megosztott szolg\u00e1ltat\u00e1si szervezet az eredeti \u00fczleti tev\u00e9kenys\u00e9gek nev\u00e9ben ny\u00fajt szolg\u00e1ltat\u00e1st, ami azt jelenti, hogy legal\u00e1bb ir\u00e1ny\u00edt\u00e1sra \u00e9s teljes\u00edtm\u00e9nyjelent\u00e9sre sz\u00fcks\u00e9g van.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Ir\u00e1ny\u00edt\u00e1s<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">A megosztott szolg\u00e1ltat\u00e1si modell az ir\u00e1ny\u00edt\u00e1s ter\u00e9n egys\u00e9ges megk\u00f6zel\u00edt\u00e9st ig\u00e9nyel. P\u00e9ld\u00e1ul az eg\u00e9sz szervezetre kiterjed\u0151 c\u00e9lok meghat\u00e1roz\u00e1s\u00e1ban (l\u00e1sd teljes\u00edtm\u00e9nymenedzsment), valamint annak biztos\u00edt\u00e1s\u00e1ban, hogy mindenki egyet\u00e9rt \u00e9s hat\u00e9konyan kommunik\u00e1l a szerepekr\u0151l \u00e9s a felel\u0151ss\u00e9gi k\u00f6r\u00f6kr\u0151l.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Emberek ir\u00e1ny\u00edt\u00e1sa<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Az emberek menedzsel\u00e9se \u00e9rinti a teljes\u00edtm\u00e9nymenedzsmentet, de ami m\u00e9g fontosabb, hogy egy k\u00f6z\u00f6s \u00e9s hat\u00e9kony munkaer\u0151-toborz\u00e1si \u00e9s -fejleszt\u00e9si modellre is kiterjed. Ez k\u00e9t szempontb\u00f3l is fontos. El\u0151sz\u00f6r is, a service \u00e9s support csapatok m\u00e1r nem korl\u00e1toz\u00f3dnak egyetlen \u00fczleti tev\u00e9kenys\u00e9gre, hanem t\u00f6bb ter\u00fcletet \u00e1tfog\u00f3 munkav\u00e1llal\u00f3i k\u00e9r\u00e9sekkel foglalkozik. M\u00e1sodszor, a megosztott szolg\u00e1ltat\u00e1si szervezetnek hat\u00e9konyabban kell m\u0171k\u00f6dnie, mint az \u00f6n\u00e1ll\u00f3 csoportoknak, amelyeket felv\u00e1lt \u2013 \u00edgy \u00e9rtelemszer\u0171en az alkalmazottak k\u00e9pess\u00e9gei nagy szerepet j\u00e1tszanak ennek biztos\u00edt\u00e1s\u00e1ban.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Teljes\u00edtm\u00e9nymenedzsment<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">A teljes\u00edtm\u00e9nym\u00e9r\u00e9s \u00e9s -menedzsment \u00e1ltal\u00e1nos megk\u00f6zel\u00edt\u00e9se t\u00f6bb szinten is alkalmazhat\u00f3. Az ir\u00e1ny\u00edt\u00e1st\u00f3l kezdve az emberekkel val\u00f3 b\u00e1n\u00e1sm\u00f3don kereszt\u00fcl a fejleszt\u00e9si lehet\u0151s\u00e9gek azonos\u00edt\u00e1s\u00e1ig. Emellett term\u00e9szetesen a szolg\u00e1ltat\u00e1si teljes\u00edtm\u00e9nyre is vonatkozik. Ha <\/span><a href=\"https:\/\/www.topdesk.com\/hu\/blog\/itsm\/5-gyakorlat-sla\/\"><span data-contrast=\"none\">SLA<\/span><\/a><span data-contrast=\"auto\">-n alapul\u00f3 m\u00f3dszert alkalmaznak, akkor ez konzisztens, az eg\u00e9sz szervezetre kiterjed\u0151 megk\u00f6zel\u00edt\u00e9st \u00e9s olyan c\u00e9lokat ig\u00e9nyel, amelyekr\u0151l most k\u00e9t partner \u00e1llapodik meg. Nemcsak az eredeti \u00fczleti \u00fcgyfelek \u00e9s \u00e9rdekeltek, hanem az \u00fczleti r\u00e9szlegek &#8211; p\u00e9ld\u00e1ul a HR \u00e9s az IT \u2013 is, amelyek hat\u00e1rvonalon kapcsol\u00f3dnak a megosztott szolg\u00e1ltat\u00e1sok szervezet\u00e9hez.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Folyamatos fejleszt\u00e9s<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">M\u00edg az egyes \u00fczleti r\u00e9szlegek elszigetelten azonos\u00edtj\u00e1k \u00e9s kezelik a fejleszt\u00e9si lehet\u0151s\u00e9geket, addig egy megosztott szolg\u00e1ltat\u00e1si szervezet sokkal t\u00f6bbet tud enn\u00e9l. Ez a nagyobb volumennek, az egys\u00e9ges, legjobb megold\u00e1sokat alkalmaz\u00f3 szeml\u00e9let\u00e9nek, a folyamatos fejleszt\u00e9snek \u00e9s a felesleges er\u0151fesz\u00edt\u00e9sek megsz\u00fcntet\u00e9s\u00e9nek k\u00f6sz\u00f6nhet\u0151. P\u00e9ld\u00e1ul a <\/span><a href=\"https:\/\/www.topdesk.com\/hu\/blog\/munkavallaloi-elmeny\/5-modszer-a-munkavallaloi-elmeny-javitasara-a-boldogabb-ugyfelek-erdekeben-2\/\"><span data-contrast=\"none\">support szem\u00e9lyzet elk\u00f6telezetts\u00e9gi szintj\u00e9nek<\/span><\/a><span data-contrast=\"auto\"> vagy a munkav\u00e1llal\u00f3i \u00e9lm\u00e9ny n\u00f6vel\u00e9s\u00e9re ir\u00e1nyul\u00f3 kezdem\u00e9nyez\u00e9sek.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<h2><span data-contrast=\"auto\">Tov\u00e1bbi inform\u00e1ci\u00f3k a megosztott szolg\u00e1ltat\u00e1sokr\u00f3l<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Rem\u00e9lem, ez a blog j\u00f3 p\u00e9ld\u00e1t mutatott arra, hogy a megosztott szolg\u00e1ltat\u00e1sok modellj\u00e9nek bevezet\u00e9se hogyan n\u00f6velheti a <\/span><a href=\"https:\/\/www.topdesk.com\/hu\/e-konyvek\/enterprise-service-management\/\"><span data-contrast=\"none\">v\u00e1llalati szolg\u00e1ltat\u00e1smenedzsment (ESM)<\/span><\/a><span data-contrast=\"auto\"> el\u0151nyeit szervezeted sz\u00e1m\u00e1ra. Ha b\u00e1rmi k\u00e9rd\u00e9sed van, k\u00e9rlek jelezd a komment szekci\u00f3ban.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Megosztott szolg\u00e1ltat\u00e1si modell &#8211; az ESM k\u00f6vetkez\u0151 evol\u00faci\u00f3ja\u00a0 A szervezeted belevetette m\u00e1r mag\u00e1t a v\u00e1llalati szolg\u00e1ltat\u00e1smenedzsment (Enterprise Service Management, ESM) koncepci\u00f3j\u00e1ba? Meglehet ugyanis, hogy m\u00e1r most is hasznos\u00edtod n\u00e9h\u00e1ny el\u0151ny\u00e9t! Elk\u00e9pzelhet\u0151, hogy digit\u00e1lisan \u00e1talak\u00edtottad szervezeted HR-tev\u00e9kenys\u00e9g\u00e9t, vagy tal\u00e1n bevezett\u00e9l egy olyan, az eg\u00e9sz v\u00e1llalatra kiterjed\u0151 \u00f6nkiszolg\u00e1l\u00f3 port\u00e1lt, amely kiszolg\u00e1lja a dolgoz\u00f3k ig\u00e9nyeit.\u00a0\u00a0 De m\u00e9g t\u00f6bbet<\/p>\n","protected":false},"author":1,"featured_media":16669,"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-24975","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>Megosztott szolg\u00e1ltat\u00e1si modell - az ESM k\u00f6vetkez\u0151 evol\u00faci\u00f3ja\u00a0 | TOPdesk<\/title>\n<meta name=\"description\" content=\"Fedezd fel a megosztott szolg\u00e1ltat\u00e1si modell el\u0151nyeit, melyekkel optimaliz\u00e1lhatod szervezeted m\u0171k\u00f6d\u00e9s\u00e9t az ESM keret\u00e9ben!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.com\/hu\/blog\/esm-kovetkezo-evolucioja\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Megosztott szolg\u00e1ltat\u00e1si modell - az ESM k\u00f6vetkez\u0151 evol\u00faci\u00f3ja\u00a0\" \/>\n<meta property=\"og:description\" content=\"Fedezd fel a megosztott szolg\u00e1ltat\u00e1si modell el\u0151nyeit, melyekkel optimaliz\u00e1lhatod szervezeted m\u0171k\u00f6d\u00e9s\u00e9t az ESM keret\u00e9ben!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.topdesk.com\/hu\/blog\/esm-kovetkezo-evolucioja\/\" \/>\n<meta property=\"og:site_name\" content=\"T3 TOPdesk - HU\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/TOPdesk\/\" \/>\n<meta property=\"article:published_time\" content=\"2024-09-12T09:36:43+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-27T09:37:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.topdesk.com\/hu\/wp-content\/media\/sites\/51\/Blog-header_Social_distancering_ESM.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1528\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Timon\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\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=\"Timon\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.topdesk.com\/hu\/blog\/esm-kovetkezo-evolucioja\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.topdesk.com\/hu\/blog\/esm-kovetkezo-evolucioja\/\"},\"author\":{\"name\":\"Timon\",\"@id\":\"https:\/\/www.topdesk.com\/hu\/#\/schema\/person\/995a8f0b06d438e37fd23df568798916\"},\"headline\":\"Megosztott szolg\u00e1ltat\u00e1si modell &#8211; 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