{"id":25005,"date":"2024-09-27T11:54:55","date_gmt":"2024-09-27T09:54:55","guid":{"rendered":"https:\/\/www.topdesk.com\/hu\/?p=25005"},"modified":"2024-09-27T11:55:52","modified_gmt":"2024-09-27T09:55:52","slug":"service-desk-ugyfelut","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/hu\/blog\/service-desk-ugyfelut\/","title":{"rendered":"10 l\u00e9p\u00e9s a Service Desk \u00fcgyf\u00e9l\u00fatj\u00e1nak felt\u00e9rk\u00e9pez\u00e9s\u00e9hez"},"content":{"rendered":"

10 l\u00e9p\u00e9s a Service Desk \u00fcgyf\u00e9l\u00fatj\u00e1nak felt\u00e9rk\u00e9pez\u00e9s\u00e9hez<\/span>\u00a0<\/span>\u00a0<\/span><\/h1>\n

Teh\u00e1t k\u00e9szen \u00e1llsz arra, hogy jav\u00edtsd a szolg\u00e1ltat\u00e1saidat. Az <\/span>\u00fcgyf\u00e9l\u00fatvonal k\u00e9sz\u00edt\u00e9se<\/span><\/a> \u00fagy hangzik, mint egy terv, de mi a c\u00e9lja pontosan? Ha pedig eld\u00f6nt\u00f6tted, hogy ez a megfelel\u0151 megk\u00f6zel\u00edt\u00e9s a Service Desk-ed sz\u00e1m\u00e1ra, hogyan hozhatod l\u00e9tre az \u00fcgyf\u00e9lutakat a szolg\u00e1ltat\u00e1saidhoz?<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Mi\u00e9rt \u00e9rdemes elkezdeni az \u00fcgyf\u00e9lutak felt\u00e9rk\u00e9pez\u00e9s\u00e9t?<\/span>\u00a0<\/span><\/h2>\n

Az <\/span>\u00fcgyf\u00e9l\u00fatvonal-t\u00e9rk\u00e9p<\/span><\/a> seg\u00edt megtal\u00e1lni a fejl\u0151d\u00e9si lehet\u0151s\u00e9geket ott, ahol a m\u00e9r\u00e9sek \u00e9s a statisztik\u00e1k nem tal\u00e1lj\u00e1k meg \u0151ket. Lehet, hogy rendelkezel SLA-kkal vagy m\u00e1s m\u00e9r\u00e9sekkel a szolg\u00e1ltat\u00e1sny\u00fajt\u00e1s min\u0151s\u00e9g\u00e9nek nyomon k\u00f6vet\u00e9s\u00e9re, de ez nem jelenti azt, hogy mindig tudod, hol vannak a n\u00f6veked\u00e9si \u00e9s fejleszt\u00e9si lehet\u0151s\u00e9gek. Itt j\u00f6n a k\u00e9pbe az \u00fcgyf\u00e9lutak felt\u00e9rk\u00e9pez\u00e9se.<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span>L\u00e9pj az \u00fcgyfeled hely\u00e9be, \u00e9s n\u00e9zd meg, mit tapasztalnak az \u00fcgyfeleid, amikor szolg\u00e1ltat\u00e1st k\u00e9rnek a r\u00e9szlegedt\u0151l. K\u00f6nny\u0171 p\u00e9ld\u00e1ul \u00faj laptopot k\u00e9rni? Az \u00fcgyfelek t\u00e1j\u00e9kozottnak \u00e9rzik magukat, amikor a Service Desk koll\u00e9g\u00e1ival besz\u00e9lnek? \u00c9s mi a helyzet azut\u00e1n, hogy megkapt\u00e1k a laptopjukat: minden be van \u00e1ll\u00edtva \u00e9s k\u00e9szen \u00e1ll az indul\u00e1sra? K\u00f6nnyen el\u00e9rhet\u0151k az koll\u00e9g\u00e1id, ha k\u00e9rd\u00e9s\u00fck van?<\/span>\u00a0<\/span><\/p>\n

Hogyan t\u00e9rk\u00e9pezd fel a v\u00e1s\u00e1rl\u00f3i utakat 10 l\u00e9p\u00e9sben?<\/span>\u00a0<\/span><\/h2>\n

Most m\u00e1r tudod, hogy az \u00fcgyf\u00e9lutak felt\u00e9rk\u00e9pez\u00e9se milyen el\u0151ny\u00f6kkel j\u00e1r a szervezeted sz\u00e1m\u00e1ra, de hol kezdd el? Miel\u0151tt elkezden\u00e9d interakt\u00edv workshopunkat, vagy r\u00f6gt\u00f6n belev\u00e1gn\u00e1l saj\u00e1t \u00fcgyf\u00e9lutad felt\u00e9rk\u00e9pez\u00e9s\u00e9be, tartsd szem el\u0151tt a k\u00f6vetkez\u0151 t\u00edz l\u00e9p\u00e9st a kiv\u00e1l\u00f3 \u00fcgyf\u00e9l\u00fat-t\u00e9rk\u00e9p elk\u00e9sz\u00edt\u00e9s\u00e9hez:<\/span>\u00a0<\/span><\/p>\n

1.Kezdd egy utaz\u00e1ssal!<\/h2>\n

El\u0151sz\u00f6r egyetlen \u00fcgyf\u00e9lutat t\u00e9rk\u00e9pezz fel. N\u00e9zd meg p\u00e9ld\u00e1ul, milyen folyamatokon mennek kereszt\u00fcl az \u00fcgyfeleid, amikor \u00faj laptopot k\u00e9rnek.<\/span><\/p>\n

2.V<\/span>ond be az \u00f6sszes \u00e9rintettet!<\/h2>\n

Az \u00fcgyf\u00e9l\u00e9lm\u00e9ny k\u00f6z\u00f6s felel\u0151ss\u00e9g. Ker\u00fcld el az egyoldal\u00fa utaz\u00e1si t\u00e9rk\u00e9p l\u00e9trehoz\u00e1s\u00e1t azzal, vondd be az \u00f6sszes olyan csapatot, amely egy adott ter\u00fcleten dolgozik. Ne t\u00e9rk\u00e9pezd fel az “\u00faj laptop” \u00fcgyf\u00e9l\u00fatj\u00e1t csak a service desk munkat\u00e1rsaival. Vond be a hardvert \u00e9s a szoftvert el\u0151k\u00e9sz\u00edt\u0151 informatikus koll\u00e9g\u00e1kat is.<\/span><\/p>\n

3.<\/span>Hat\u00e1rozd meg a k\u00edv\u00e1nt \u00fcgyf\u00e9l\u00e9lm\u00e9nyt!<\/h2>\n

Gy\u0151z\u0151dj meg r\u00f3la, hogy van elk\u00e9pzel\u00e9sed arr\u00f3l, hogy Te milyen \u00e9lm\u00e9nyt szeretn\u00e9l, \u00e9s mi az, ami re\u00e1lis a csapatod sz\u00e1m\u00e1ra. A megfelel\u0151 fejleszt\u00e9s kiv\u00e1laszt\u00e1sa f\u00fcgg att\u00f3l, hogy egy teljesen konfigur\u00e1lt laptopot szeretn\u00e9l-e sz\u00e1ll\u00edtani, amit az \u00fcgyfelek k\u00e9rd\u00e9s n\u00e9lk\u00fcl haszn\u00e1lhatnak, vagy egy olyat, amin az alapokat m\u00e1r be\u00e1ll\u00edtottad, de megadod az \u00fcgyfeleknek a szabads\u00e1got, hogy alkalmaz\u00e1st \u00e9s be\u00e1ll\u00edt\u00e1st v\u00e1lasszanak maguknak.<\/span><\/p>\n

4.Hozz l\u00e9tre egy persz\u00f3n\u00e1t, amivel elind\u00edthatod az \u00fcgyf\u00e9lutaz\u00e1st.<\/h2>\n

Gondolj arra, hogy milyen t\u00edpus\u00fa \u00fcgyf\u00e9l k\u00e9rn\u00e9 \u00e1ltal\u00e1ban azt a szolg\u00e1ltat\u00e1st, amelyet fel szeretn\u00e9l t\u00e9rk\u00e9pezni. Mi a munkak\u00f6r\u00fck? Ink\u00e1bb telefonon h\u00edvn\u00e1nak t\u00e9ged vagy ink\u00e1bb e-mailt k\u00fclden\u00e9nek? Mit v\u00e1r el az \u00fcgyf\u00e9l a szolg\u00e1ltat\u00e1sodt\u00f3l? Milyen szoftvert szeretne a laptopj\u00e1n, illetve mindent el\u0151re telep\u00edtve szeretne, vagy ink\u00e1bb saj\u00e1t maga szeretn\u00e9 csin\u00e1lni?<\/span>\u00a0<\/span>Adj nevet a persz\u00f3n\u00e1nak, hogy a lehet\u0151 legpontosabb\u00e1 tegye.<\/span>\u00a0<\/span>Lehet, hogy t\u00f6bb persz\u00f3n\u00e1ra is sz\u00fcks\u00e9ged lehet, ha az \u00fcgyfeleid nagyon k\u00fcl\u00f6nb\u00f6z\u0151ek, de az els\u0151 \u00fcgyf\u00e9lutadhoz kezdj csak eggyel.<\/span><\/p>\n

5.Szerezz k\u00e9pet a jelenlegi \u00fcgyf\u00e9l\u00e9lm\u00e9nyr\u0151l!<\/h2>\n

Keresd fel azokat az \u00fcgyfeleket, akik nemr\u00e9giben ig\u00e9nyelt\u00e9k az adott szolg\u00e1ltat\u00e1st. K\u00e9rdezd ki \u0151ket a tapasztalataikr\u00f3l. K\u00e9rdezz r\u00e1 az elv\u00e1r\u00e1saikra \u00e9s arra, hogy ezek az elv\u00e1r\u00e1sok teljes\u00fcltek-e. Felt\u00e9tlen\u00fcl tegy\u00e9l fel k\u00e9rd\u00e9seket az \u00fcgyf\u00e9l\u00fat k\u00fcl\u00f6nb\u00f6z\u0151 szakaszair\u00f3l.<\/span>\u00a0<\/span><\/p>\n

Tudd meg, mennyire egyszer\u0171 \u00faj laptopot ig\u00e9nyelni, mennyire v\u00e1laszoltak j\u00f3l a munkat\u00e1rsaid a laptop \u00e1tad\u00e1sa ut\u00e1n felmer\u00fcl\u0151 k\u00e9rd\u00e9sekre. R\u00f6viden: mindenre.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201eAz \u00fcgyf\u00e9l\u00fat seg\u00edt megtal\u00e1lni a fejl\u0151d\u00e9si lehet\u0151s\u00e9geket ott, ahol a m\u00e9r\u00e9sek \u00e9s a statisztik\u00e1k nem tal\u00e1lj\u00e1k meg \u0151ket.\u201d<\/span>\u00a0<\/span><\/p>\n

6.Tervezd meg a v\u00e1s\u00e1rl\u00f3i \u00fatvonalat!<\/h2>\n

Adj c\u00edmet az \u00fatnak, \u00e9s \u00edrd le az \u00fcgyf\u00e9l c\u00e9lj\u00e1t \u00e9s elv\u00e1r\u00e1sait. Gy\u0151z\u0151dj meg r\u00f3la, hogy a val\u00f3s utat rajzolja meg az interj\u00fak alapj\u00e1n, nem pedig az ide\u00e1lis helyzetet, amelyet szeretne el\u00e9rni.<\/span><\/p>\n

7.\u00cdrd le az \u00f6sszes \u00e9rintkez\u00e9si pontot!<\/h2>\n

Haszn\u00e1ld az \u00e1ltalunk biztos\u00edtott \u00fcgyf\u00e9l\u00fat-sablont, hogy az \u00e9rintkez\u00e9si pontokat egy id\u0151vonalra helyezhesd. Az \u00e9rintkez\u00e9si pontok az \u00fcgyf\u00e9linterj\u00fakb\u00f3l v\u00e1lnak vil\u00e1goss\u00e1, \u00e9s tartalmazz\u00e1k a szolg\u00e1ltat\u00e1si folyamat sor\u00e1n zajl\u00f3 \u00f6sszes kommunik\u00e1ci\u00f3t, valamint azokat a pillanatokat, amikor az \u00fcgyfelek \u00fagy \u00e9rezt\u00e9k, hi\u00e1nyzik a kommunik\u00e1ci\u00f3.<\/span>\u00a0<\/span><\/p>\n

Gy\u0151z\u0151dj meg r\u00f3la, hogy a teljes utat tartalmazza az elej\u00e9t\u0151l a v\u00e9g\u00e9ig. Ha \u00faj laptopot adsz ki, az \u00fcgyf\u00e9l \u00fatja nem \u00e9r v\u00e9get a kisz\u00e1ll\u00edt\u00e1ssal. Mit gondolnak az \u00fcgyfeleid az \u00e1ltalad k\u00edn\u00e1lt ut\u00f3gondoz\u00e1sr\u00f3l?<\/span><\/p>\n

8.Kapcsold \u00f6ssze az \u00e9rzelmeket az \u00e9rintkez\u00e9si pontokkal!<\/h2>\n

Haszn\u00e1ld az \u00fcgyf\u00e9l\u00fat sablonj\u00e1t, hogy az egyes \u00e9rintkez\u00e9si pontokhoz \u00e9rzelmeket rendelhess. Ezut\u00e1n rajzolj fel egy line\u00e1ris grafikont az \u00fcgyfelek \u00e9rzelmeir\u0151l, ahol a pozit\u00edv \u00e9rzelmek a cs\u00facspontok, a negat\u00edv \u00e9rzelmek pedig a m\u00e9lypontok.<\/span><\/p>\n

9.<\/span>Alak\u00edtsd \u00e1t a felismer\u00e9seidet lehet\u0151s\u00e9gekk\u00e9!<\/h2>\n

Az utaz\u00e1s alatti line\u00e1ris grafikon megmutatja, hogy mely \u00e9rintkez\u00e9si pontok miatt \u00e9rzik el\u00e9gedettnek vagy \u00e9ppen el\u00e9gedetlenek magukat az \u00fcgyfeleid. Ez megmutatja, hogy hol tudsz jav\u00edtani. Lehet, hogy az \u00fcgyfeleid el\u00e9gedetlenek a v\u00e1rakoz\u00e1si id\u0151 miatt. Lehet, hogy nem tudod felgyors\u00edtani a folyamatot, de mi lenne, ha a k\u00e9r\u00e9s \u00e9s a teljes\u00edt\u00e9s k\u00f6z\u00e9 be\u00e9p\u00edten\u00e9l egy \u00e1llapotfriss\u00edt\u00e9st?<\/span><\/p>\n

10.Folytasd a fejleszt\u00e9st!<\/h2>\n

Most, hogy elk\u00e9sz\u00fclt az \u00fcgyf\u00e9lutad, tartsd fenn azt. Hozz l\u00e9tre be\u00e9p\u00edtett lehet\u0151s\u00e9geket az <\/span>\u00fcgyf\u00e9l visszajelz\u00e9sekre<\/span><\/a>, \u00edgy seg\u00edthetnek Neked a fejl\u0151d\u00e9sben.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

K\u00f6vetkez\u0151 l\u00e9p\u00e9s: kezdd el te magad a fogyaszt\u00f3i \u00fatvonal felt\u00e9rk\u00e9pez\u00e9s\u00e9t<\/span>\u00a0<\/span><\/h2>\n

Most, hogy m\u00e1r tudod, hogyan m\u0171k\u00f6dik az \u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9se, itt az ideje, hogy belev\u00e1gj. Az <\/span>\u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9si eszk\u00f6zt\u00e1runkkal<\/span><\/a> gyerekj\u00e1t\u00e9kk\u00e1 tett\u00fck az \u00fcgyf\u00e9l\u00fat-felder\u00edt\u00e9st. Az eszk\u00f6zt\u00e1rban tal\u00e1lsz egy digit\u00e1lis m\u0171helyt, valamint minden olyan eszk\u00f6zt \u00e9s sablont, amelyre sz\u00fcks\u00e9ged lesz ahhoz, hogy megtedd az els\u0151 l\u00e9p\u00e9st az \u00fcgyf\u00e9l\u00e9lm\u00e9nyed jav\u00edt\u00e1s\u00e1hoz.<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

10 l\u00e9p\u00e9s a Service Desk \u00fcgyf\u00e9l\u00fatj\u00e1nak felt\u00e9rk\u00e9pez\u00e9s\u00e9hez\u00a0\u00a0 Teh\u00e1t k\u00e9szen \u00e1llsz arra, hogy jav\u00edtsd a szolg\u00e1ltat\u00e1saidat. Az \u00fcgyf\u00e9l\u00fatvonal k\u00e9sz\u00edt\u00e9se \u00fagy hangzik, mint egy terv, de mi a c\u00e9lja pontosan? Ha pedig eld\u00f6nt\u00f6tted, hogy ez a megfelel\u0151 megk\u00f6zel\u00edt\u00e9s a Service Desk-ed sz\u00e1m\u00e1ra, hogyan hozhatod l\u00e9tre az \u00fcgyf\u00e9lutakat a szolg\u00e1ltat\u00e1saidhoz?\u00a0\u00a0 Mi\u00e9rt \u00e9rdemes elkezdeni az \u00fcgyf\u00e9lutak felt\u00e9rk\u00e9pez\u00e9s\u00e9t?\u00a0 Az \u00fcgyf\u00e9l\u00fatvonal-t\u00e9rk\u00e9p<\/p>\n","protected":false},"author":1,"featured_media":16999,"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-25005","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":"\n10 l\u00e9p\u00e9s a Service Desk \u00fcgyf\u00e9l\u00fatj\u00e1nak felt\u00e9rk\u00e9pez\u00e9s\u00e9hez | TOPdesk<\/title>\n<meta name=\"description\" content=\"Jav\u00edtsd a Service Desk szolg\u00e1ltat\u00e1saidat az \u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9s\u00e9vel! L\u00e9p\u00e9sr\u0151l l\u00e9p\u00e9sre \u00fatmutat\u00f3 a hat\u00e9kony \u00fcgyf\u00e9l\u00e9lm\u00e9ny\u00e9rt.\" \/>\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\/service-desk-ugyfelut\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 l\u00e9p\u00e9s a Service Desk \u00fcgyf\u00e9l\u00fatj\u00e1nak felt\u00e9rk\u00e9pez\u00e9s\u00e9hez\" \/>\n<meta property=\"og:description\" content=\"Jav\u00edtsd a Service Desk szolg\u00e1ltat\u00e1saidat az \u00fcgyf\u00e9l\u00fat felt\u00e9rk\u00e9pez\u00e9s\u00e9vel! 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