{"id":111038,"date":"2021-06-23T12:24:23","date_gmt":"2021-06-23T12:24:23","guid":{"rendered":"https:\/\/onedesk.com\/helpdesk-for-itsm-itil-onedesk\/"},"modified":"2021-06-23T12:25:11","modified_gmt":"2021-06-23T12:25:11","slug":"helpdesk-for-itsm-itil-onedesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/no\/helpdesk-for-itsm-itil-onedesk\/","title":{"rendered":"En enklere opplevelse: Helpdesk for ITSM \/ ITIL"},"content":{"rendered":"<h2 style=\"text-align: justify;\"><strong>En enklere opplevelse: Helpdesk for ITSM \/ ITIL<\/strong><\/h2>\n<p style=\"text-align: justify;\">ITIL, eller IT-infrastrukturbiblioteket, er en rekke dokumenter (et rammeverk) som brukes til \u00e5 hjelpe til med implementeringen av en helpdesk som er optimalt konfigurert for IT Service Management (ITSM). Disse dokumentene adresserer:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Tjenestestrategi.<\/li>\n<li>Service Design.<\/li>\n<li>Servicedrift.<\/li>\n<li>Tjenesteovergang.<\/li>\n<li>Kontinuerlig forbedring av tjenesten.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">Den ideelle helpdesk vil bli satt opp for \u00e5 implementere anbefalingene i dokumentasjonen der det er passende.<br \/>\nImplementert riktig vil en helpdesk for ITSM:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Serveres som det eneste kontaktpunktet for brukerne.<\/li>\n<li>Gi sentralisert kommunikasjon.<\/li>\n<li>Overv\u00e5ke og eskalere problemer.<\/li>\n<li>L\u00f8s og lukk problemer.<\/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\">Hvordan brukes ITIL &amp; ITSM<\/span><img><\/h3>\n<p style=\"text-align: justify;\">Med ITSM basert p\u00e5 et ITIL-rammeverk, er helpdesk med vilje designet for \u00e5 tilfredsstille en spesifikk strategi. Denne strategien gir teamet som implementerer et ITIL-rammeverk, et klart sett for helpdesk-metoder, egenskaper og evner.<\/p>\n<p style=\"text-align: justify;\">ITIL sier at helpdesk skal fungere som et enkelt kontaktpunkt. Dermed b\u00f8r ITSM inkludere muligheten til \u00e5 gj\u00f8re det mulig for hver helpdesktekniker \u00e5 fungere som et enkelt kontaktpunkt hver gang en kunde ringer inn med en ny utgave. Overf\u00f8ring til en annen tekniker b\u00f8r v\u00e6re en sjelden hendelse. Kunden skal f\u00f8le seg sentral i helpdeskens drift.<\/p>\n<p style=\"text-align: justify;\">Tjenesteledelse b\u00f8r ogs\u00e5 tillate sentralisert kommunikasjon. Helpdeskteknikeren b\u00f8r v\u00e6re i stand til \u00e5 snakke med kunden (enten denne kunden er en ekstern kunde eller en intern kunde) og vedlikehold, og kunne tilby oppdateringer og be om hurtige handlinger fra systemteknikerne.<\/p>\n<p style=\"text-align: justify;\">Hvis et problem er mer komplisert enn tidligere estimert, b\u00f8r teknikeren, uten involvering fra brukeren, v\u00e6re i stand til \u00e5 eskalere problemet, samtidig som kunden holdes informert om statusen til problemet.<\/p>\n<p style=\"text-align: justify;\">Med funksjonene i helpdesk, b\u00f8r teknikeren v\u00e6re i stand til \u00e5 lukke et problem, fange en beskrivelse av problemet og fange handlingene som er gjort for \u00e5 l\u00f8se problemet. I tillegg b\u00f8r helpdesk-systemet tillate at l\u00f8sningen deponeres i en kunnskapsbase, slik at den blir tilgjengelig for fremtiden<\/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\">Hva kan en helpdesk for ITSM gj\u00f8re for deg<\/span><\/h3>\n<p style=\"text-align: justify;\">ITIL lar deg utvikle en strategi for \u00e5 betjene IT-infrastrukturen. Med denne strategien vil du kunne designe en helpdesk-operasjon som gir mulighetene du trenger for \u00e5 im\u00f8tekomme kundens behov og bekymringer. Med designet vil du kunne utvikle og st\u00f8tte en operasjon som effektivt kan h\u00e5ndtere hendelsene som genereres av infrastrukturen din.<\/p>\n<p style=\"text-align: justify;\">Og selvf\u00f8lgelig, med et objektivt sett med operasjoner, vil du kunne gi data (hvor mange ganger m\u00e5tte kunden snakke med teknikeren, hvor lenge m\u00e5tte klienten vente p\u00e5 henting, hvor mange ganger var klienten overf\u00f8rte mellom teknikere, hvor lenge fortsatte problemet klienten ringte inn) for \u00e5 utvikle en strategi fra \u00e5 forbedre tjenestene.<\/p>\n<p style=\"text-align: justify;\">OneDesk er en helpdesk for ITSM og gir mulighetene som kreves for \u00e5 implementere et ITIL-rammeverk. Systemet gir:<\/p>\n<ul>\n<li style=\"text-align: justify;\">Sentralisert kommunikasjon ved hjelp av flere kommunikasjonskanaler.<\/li>\n<li style=\"text-align: justify;\">Teknikeren som det eneste kontaktpunktet til klienten.<\/li>\n<li style=\"text-align: justify;\">Evnen til \u00e5 overv\u00e5ke og eskalere problemer.<\/li>\n<li style=\"text-align: justify;\">Evnen til \u00e5 l\u00f8se problemer, lukke sakene og fange l\u00f8sningen for en kunnskapsbase.<\/li>\n<\/ul>\n<p><em><span style=\"font-size: 10pt;\">Fotokreditt: &#8220;Books&#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>En enklere opplevelse: Helpdesk for ITSM \/ ITIL ITIL, eller IT-infrastrukturbiblioteket, er en rekke dokumenter (et rammeverk) som brukes til \u00e5 hjelpe til med implementeringen av en helpdesk som er optimalt konfigurert for IT Service Management (ITSM). Disse dokumentene adresserer: Tjenestestrategi. Service Design. Servicedrift. Tjenesteovergang. Kontinuerlig forbedring av tjenesten. Den ideelle helpdesk vil bli satt [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":111047,"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":[9708],"tags":[],"class_list":["post-111038","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-6-helpdesk-lab-no"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - 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