{"id":76289,"date":"2021-03-17T18:29:21","date_gmt":"2021-03-17T18:29:21","guid":{"rendered":"https:\/\/onedesk.com\/helpdesk-for-itsm-itil-onedesk\/"},"modified":"2021-03-17T18:29:27","modified_gmt":"2021-03-17T18:29:27","slug":"helpdesk-for-itsm-itil-onedesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/de\/helpdesk-for-itsm-itil-onedesk\/","title":{"rendered":"Eine einfachere Erfahrung: Helpdesk f\u00fcr ITSM \/ ITIL"},"content":{"rendered":"<h2 style=\"text-align: justify;\"><strong>Eine einfachere Erfahrung: Helpdesk f\u00fcr ITSM \/ ITIL<\/strong><\/h2>\n<p style=\"text-align: justify;\">ITIL oder die IT-Infrastrukturbibliothek ist eine Reihe von Dokumenten (ein Framework), die bei der Implementierung eines f\u00fcr IT Service Management (ITSM) optimal konfigurierten Helpdesks verwendet werden. Diese Dokumente adressieren:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Servicestrategie.<\/li>\n<li>Service-Design.<\/li>\n<li>Service-Betrieb.<\/li>\n<li>Service-\u00dcbergang.<\/li>\n<li>Anhaltende Service Verbesserung.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">Der ideale Helpdesk wird eingerichtet, um die Empfehlungen der Dokumentation gegebenenfalls umzusetzen.<br \/>\nRichtig implementiert, wird ein Helpdesk f\u00fcr ITSM:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Als zentrale Anlaufstelle f\u00fcr Benutzer dienen.<\/li>\n<li>Bereitstellung zentraler Kommunikation.<\/li>\n<li>\u00dcberwachen und eskalieren Sie Probleme.<\/li>\n<li>Probleme l\u00f6sen und schlie\u00dfen.<\/li>\n<\/ul>\n<h3><span data-story-id=\"story_7674dd37c9100f56e87060a4cd929217\" data-room-id=\"room_d3c1e182c20485489472dff419c0923f\" data-timestamp=\"1481833618301\" data-text=\"How is ITIL &amp; ITSM used\" data-userid=\"800745871890653184\" data-orgid=\"425220639864197120\">Wie wird ITIL &amp; ITSM eingesetzt?<\/span><img><\/h3>\n<p style=\"text-align: justify;\">Mit ITSM, das auf einem ITIL-Framework basiert, ist der Helpdesk absichtlich darauf ausgelegt, eine bestimmte Strategie zu erf\u00fcllen. Diese Strategie bietet dem Team, das ein ITIL-Framework implementiert, einen klaren Satz f\u00fcr die Helpdesk-Methoden, -Eigenschaften und -Funktionen.<\/p>\n<p style=\"text-align: justify;\">Laut ITIL sollte der Helpdesk als zentrale Anlaufstelle dienen. Daher sollte ITSM die M\u00f6glichkeit bieten, jedem Helpdesk-Techniker zu erm\u00f6glichen, jedes Mal, wenn ein Kunde ein neues Problem anruft, als zentrale Anlaufstelle zu fungieren. Der Wechsel zu einem anderen Techniker sollte ein seltenes Ereignis sein. Der Kunde sollte sich f\u00fcr den Betrieb des Helpdesks von zentraler Bedeutung f\u00fchlen.<\/p>\n<p style=\"text-align: justify;\">Das Service-Management sollte auch eine zentralisierte Kommunikation erm\u00f6glichen. Der Helpdesk-Techniker sollte in der Lage sein, mit dem Kunden (unabh\u00e4ngig davon, ob dieser Kunde ein externer oder ein interner Kunde ist) und die Wartung zu sprechen, und in der Lage sein, Aktualisierungen bereitzustellen und schnelle Ma\u00dfnahmen von den Systemtechnikern anzufordern.<\/p>\n<p style=\"text-align: justify;\">Wenn ein Problem komplizierter ist als bisher angenommen, sollte der Techniker ohne Beteiligung des Benutzers in der Lage sein, das Problem zu eskalieren und den Kunden \u00fcber den Status des Problems auf dem Laufenden zu halten.<\/p>\n<p style=\"text-align: justify;\">Mit den Funktionen des Helpdesks sollte der Techniker in der Lage sein, ein Problem zu schlie\u00dfen, eine Beschreibung des Problems zu erfassen und die zur Behebung des Problems ergriffenen Ma\u00dfnahmen zu erfassen. Dar\u00fcber hinaus sollte das Helpdesk-System die Hinterlegung der L\u00f6sung in einer Wissensdatenbank erm\u00f6glichen, damit sie f\u00fcr die Zukunft verf\u00fcgbar ist<\/p>\n<h3 style=\"text-align: justify;\"><span data-story-id=\"story_7674dd37c9100f56e87060a4cd929217\" data-room-id=\"room_d3c1e182c20485489472dff419c0923f\" data-timestamp=\"1481833618301\" data-text=\"what can you do with it\" data-userid=\"800745871890653184\" data-orgid=\"425220639864197120\">Was kann ein Helpdesk f\u00fcr ITSM f\u00fcr Sie tun?<\/span><\/h3>\n<p style=\"text-align: justify;\">Mit ITIL k\u00f6nnen Sie eine Strategie f\u00fcr die Wartung Ihrer IT-Infrastruktur entwickeln. Mit dieser Strategie k\u00f6nnen Sie einen Helpdesk-Vorgang entwerfen, der die Funktionen bietet, die Sie ben\u00f6tigen, um auf die Bed\u00fcrfnisse und Anliegen Ihrer Kunden einzugehen. Mit dem Design k\u00f6nnen Sie einen Vorgang entwickeln und unterst\u00fctzen, mit dem die von Ihrer Infrastruktur generierten Vorf\u00e4lle effektiv verwaltet werden k\u00f6nnen.<\/p>\n<p style=\"text-align: justify;\">Und nat\u00fcrlich k\u00f6nnen Sie mit einer objektiven Reihe von Vorg\u00e4ngen Daten bereitstellen (wie oft musste der Kunde mit dem Techniker sprechen, wie lange musste der Kunde auf eine Abholung warten, wie oft Der Kunde wechselte zwischen Technikern. Wie lange bestand das vom Kunden angerufene Problem, eine Strategie zur Verbesserung der Dienstleistungen zu entwickeln?<\/p>\n<p style=\"text-align: justify;\">OneDesk ist ein Helpdesk f\u00fcr ITSM und bietet die erforderlichen Funktionen zur Implementierung eines ITIL-Frameworks. Das System bietet:<\/p>\n<ul>\n<li style=\"text-align: justify;\">Zentralisierte Kommunikation \u00fcber mehrere Kommunikationskan\u00e4le.<\/li>\n<li style=\"text-align: justify;\">Der Techniker als zentrale Anlaufstelle zum Kunden.<\/li>\n<li style=\"text-align: justify;\">Die F\u00e4higkeit, Probleme zu \u00fcberwachen und zu eskalieren.<\/li>\n<li style=\"text-align: justify;\">Die M\u00f6glichkeit, Probleme zu l\u00f6sen, F\u00e4lle zu schlie\u00dfen und die L\u00f6sung f\u00fcr eine Wissensdatenbank zu erfassen.<\/li>\n<\/ul>\n<p><em><span style=\"font-size: 10pt;\">Fotokredit: &#8220;B\u00fccher&#8221; \/ Rodrigo Galindez \/<a href=\"https:\/\/creativecommons.org\/licenses\/by\/2.0\/legalcode\"> CC BY<\/a><\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Eine einfachere Erfahrung: Helpdesk f\u00fcr ITSM \/ ITIL ITIL oder die IT-Infrastrukturbibliothek ist eine Reihe von Dokumenten (ein Framework), die bei der Implementierung eines f\u00fcr IT Service Management (ITSM) optimal konfigurierten Helpdesks verwendet werden. Diese Dokumente adressieren: Servicestrategie. Service-Design. Service-Betrieb. Service-\u00dcbergang. Anhaltende Service Verbesserung. Der ideale Helpdesk wird eingerichtet, um die Empfehlungen der Dokumentation gegebenenfalls [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":76291,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","_crdt_document":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[9449],"tags":[],"class_list":["post-76289","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-6-helpdesk-lab-de"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - 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