{"id":2563,"date":"2022-08-13T20:52:56","date_gmt":"2022-08-13T18:52:56","guid":{"rendered":"https:\/\/stalo-se.cz\/?p=2563"},"modified":"2022-08-13T20:54:58","modified_gmt":"2022-08-13T18:54:58","slug":"budoucnost-service-desku-a-help-desku","status":"publish","type":"post","link":"https:\/\/stalo-se.cz\/?p=2563","title":{"rendered":"Budoucnost Service Desku a Help Desku"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Zkusili jste to vypnout a zapnout? Tahle legend\u00e1rn\u00ed hl\u00e1\u0161ka ze seri\u00e1lu IT Crowd zlidov\u011bla a stala se synonymem nekvalitn\u00ed IT podpory a helpdeskov\u00fdch slu\u017eeb. A\u0165 u\u017e preferujete on premise vyu\u017eit\u00ed help desku, nebo d\u00e1v\u00e1te p\u0159ednost help desk outsourcingu, jedno je jist\u00e9. Technickou podporu budou prov\u00e1zet velk\u00e9 zm\u011bny \u2013 p\u0159e\u010dt\u011bte si, co m\u016f\u017eeme o\u010dek\u00e1vat.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ne\u017e v\u0161ak nahl\u00e9dneme do k\u0159i\u0161\u0165\u00e1lov\u00e9 koule odhaluj\u00edc\u00ed budoucnost odbavov\u00e1n\u00ed IT po\u017eadavk\u016f, nadefinujme si z\u00e1kladn\u00ed pojmy, kter\u00e9 jsme v&nbsp;minulosti ozna\u010dovali souhrnn\u00fdm term\u00ednem \u201eIT technick\u00e1 podpora\u201c:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Help Desk<\/strong> (t\u00e9\u017e IT helpdesk nebo helpdesk) p\u0159edstavuje m\u00edsto, kter\u00e9 vy\u0159izuje IT po\u017eadavky. Jedn\u00e1-li se o po\u017eadavky z\u00e1kazn\u00edk\u016f, jde o <strong>extern\u00ed help desk<\/strong>. Pokud mluv\u00edme o <strong>intern\u00edm help desku<\/strong>, jedn\u00e1 se o firemn\u00ed m\u00edsto \u010di syst\u00e9m, kter\u00fd zpracov\u00e1v\u00e1 po\u017eadavky zam\u011bstnanc\u016f. Typicky se help desk pou\u017e\u00edv\u00e1 pro <strong>hl\u00e1\u0161en\u00ed incident\u016f a probl\u00e9m\u016f, \u017e\u00e1dosti o zm\u011bny a vzn\u00e1\u0161en\u00ed dotaz\u016f<\/strong>.<\/li><li><strong>Service Desk <\/strong>(t\u00e9\u017e IT service desk nebo servicedesk) je jakousi nadstavbou \u010di vy\u0161\u0161\u00ed formou help desku. V&nbsp;z\u00e1sad\u011b pln\u00ed stejnou roli, ale nab\u00eddne toho v\u00edce. Zat\u00edmco je zam\u011b\u0159en\u00edm help desku obvykle pouze oprava \u010di n\u00e1prava probl\u00e9mu, hlavn\u00edm zam\u011b\u0159en\u00edm service desku je <strong>poskytov\u00e1n\u00ed slu\u017eeb z\u00e1kazn\u00edk\u016fm nebo u\u017eivatel\u016fm<\/strong>. U service desku zkr\u00e1tka klademe <strong>d\u016fraz na orientaci na z\u00e1kazn\u00edka<\/strong>, intern\u00edho nebo extern\u00edho.<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Oba pojmy m\u016f\u017eeme ch\u00e1pat i jako software. Jeho funkce by se pak daly u obou kategori\u00ed zhruba popsat takto:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Help desk software<\/strong> \u2013 nab\u00edz\u00ed snadnou mo\u017enost dohledat si \u0159e\u0161en\u00ed v&nbsp;samoobslu\u017en\u00e9m port\u00e1le. Samoz\u0159ejmost\u00ed je zad\u00e1v\u00e1n\u00ed po\u017eadavk\u016f u\u017eivatel\u016f, nejen v&nbsp;samotn\u00e9m rozhran\u00ed, ale i pomoc\u00ed dal\u0161\u00edch kan\u00e1l\u016f jako je e-mail (Outlook) nebo chat (MS Teams).<\/li><li><strong>Service desk software <\/strong>\u2013 nab\u00edz\u00ed dal\u0161\u00ed funkce jako worfklow management, katalog slu\u017eeb, b\u00e1ze znalost\u00ed, change management nebo prioritizace po\u017eadavk\u016f.<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u00ae<\/strong><strong> Tip<\/strong>: P\u0159e\u010dt\u011bte si v\u00edce o <a href=\"https:\/\/www.algotech.cz\/novinky\/2021-10-04-co-je-servicedesk-a-jak-vam-pomuze\">z\u00e1kladn\u00edch slu\u017eb\u00e1ch a v\u00fdhod\u00e1ch profesion\u00e1ln\u00edho service desku<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"cekejte-prosim-jste-v-poradi\">\u010cekejte pros\u00edm, jste v&nbsp;po\u0159ad\u00ed\u2026<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Roli a vyu\u017eit\u00ed help desku firmy \u010dasto podce\u0148uj\u00ed. U men\u0161\u00edch firem obvykle nem\u00e1 ekonomick\u00fd smysl ani vlastn\u00ed IT odd\u011blen\u00ed. Sahaj\u00ed proto po ur\u010dit\u00e9 form\u011b help desk outsourcingu, resp. IT outsourcingu. Obvykle tak z\u00edskaj\u00ed <strong>profesion\u00e1ln\u011bj\u0161\u00ed podporu<\/strong>, ne\u017e jakou by si mohli intern\u011b dovolit, nav\u00edc mnohdy <strong>dostupnou 24\/7<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">U extern\u00edho dodavatele (zvl\u00e1\u0161t\u011b \u201en\u00edzkorozpo\u010dtov\u00e9ho\u201c) si v\u017edy ov\u011b\u0159te, jak\u00fdm zp\u016fsobem slu\u017eby IT podpory poskytuje, tj. <strong>zda pou\u017e\u00edv\u00e1 help desk \u010di service desk software<\/strong>. Opravdu nechcete zapl\u0148ovat hlasovou schr\u00e1nku v\u011b\u010dn\u011b nedostupn\u00e9ho mobilu nest\u00edhaj\u00edc\u00edho \u201eputuj\u00edc\u00edho aj\u0165\u00e1ka \u201c n\u011bkolika nal\u00e9hav\u00fdmi zpr\u00e1vami denn\u011b.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">P\u0159i v\u00fdb\u011bru si d\u00e1le ov\u011b\u0159te, <strong>jak rychle p\u0159\u00edpadn\u00fd poskytovatel vy\u0159izuje tickety<\/strong>, tedy po\u017eadavky jednotliv\u00fdch u\u017eivatel\u016f. Zaj\u00edmejte se i o to, kolik procent ticket\u016f vy\u0159\u00edd\u00ed do 24 h od jejich p\u0159ijet\u00ed.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"dobry-den-hovori-automat\">Dobr\u00fd den, hovo\u0159\u00ed automat<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Nastolen\u00fd trend ve v\u0161ech oblastech ICT je jasn\u00fd: <strong>automatizace<\/strong>. Ot\u00e1zkou tedy nen\u00ed, jestli p\u0159evezmou hlavn\u00ed roli v&nbsp;odbavov\u00e1n\u00ed ticket\u016f <strong>chatboty a um\u011bl\u00e1 inteligence<\/strong>. Ot\u00e1zkou je, <strong>kdy se tak stane<\/strong>, kolik procent lidsk\u00e9ho faktoru na front-office help desku z\u016fstane a <strong>co to p\u0159inese<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Google p\u0159edstavil u\u017e v&nbsp;roce <strong>2018<\/strong> asistenta na b\u00e1zi um\u011bl\u00e9 inteligence Duplex, kter\u00fd na z\u00e1klad\u011b pl\u00e1novan\u00e9 sch\u016fzky v&nbsp;kalend\u00e1\u0159i dok\u00e1zal zavolat do restaurace a zarezervovat m\u00edsto. To v\u0161echno, ani\u017e byste telefon p\u0159ilo\u017eili k&nbsp;uchu nebo jej v\u016fbec vyndali z&nbsp;kapsy. Od t\u00e9 doby uplynuly 4 roky a technologie st\u00e1le kr\u00e1\u010d\u00ed m\u00edlov\u00fdmi kroky vp\u0159ed. Masivn\u011bj\u0161\u00ed <strong>nasazov\u00e1n\u00ed chat bot\u016f a voice bot\u016f<\/strong> v&nbsp;oblasti help desku m\u016f\u017eeme dle odhad\u016f o\u010dek\u00e1vat kolem roku <strong>2030<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Samoz\u0159ejm\u011b budou v\u017edy existovat ot\u00e1zky a po\u017eadavky, kter\u00e9 um\u011bl\u00e1 inteligence nevy\u0159e\u0161\u00ed. P\u0159esto m\u016f\u017eeme p\u0159edpokl\u00e1dat, \u017ee <strong>AI p\u0159evezme relativn\u011b jednoduchou a opakuj\u00edc\u00ed se pr\u00e1ci<\/strong>, kterou v&nbsp;sou\u010dasnosti vykon\u00e1vaj\u00ed zam\u011bstnanci service desku, nap\u0159. nastavov\u00e1n\u00ed u\u017eivatelsk\u00fdch pr\u00e1v. Bude efektivn\u00ed pl\u00fdtvat \u010dasem zam\u011bstnanc\u016f service desku i z\u00e1kazn\u00edk\u016f, kdy\u017e toto\u017enou \u010dinnost zvl\u00e1dne <strong>prov\u00e9st AI bot ve zlomku sekundy<\/strong>? A pro\u010d by m\u011bli zam\u011bstnanci service desku tr\u00e1vit pracovn\u00ed dobu standardn\u00edmi odpov\u011b\u010fmi na standardn\u00ed znalostn\u00ed ot\u00e1zky?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nejsp\u00ed\u0161e skon\u010d\u00ed masivn\u00ed call centra.&nbsp;Mobilita a d\u016fraz na lok\u00e1ln\u00ed poskytov\u00e1n\u00ed slu\u017eeb povedou k&nbsp;ur\u010dit\u00e9 <strong>\u201euberizaci\u201c help desku<\/strong>.&nbsp;Neust\u00e1l\u00e9 vylep\u0161ov\u00e1n\u00ed vzd\u00e1len\u00e9ho p\u0159ipojen\u00ed, znalostn\u00edch b\u00e1z\u00ed a p\u0159\u00edtomnost nap\u0159\u00ed\u010d r\u016fzn\u00fdmi platformami urychl\u00ed p\u0159echod na rychlej\u0161\u00ed a efektivn\u011bj\u0161\u00ed help desk poskytovan\u00fd freelancery.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Do t\u00e9 doby se m\u016f\u017eete sv\u00e9 po\u010d\u00edta\u010de v&nbsp;p\u0159\u00edpad\u011b probl\u00e9m\u016f pokou\u0161et opakovan\u011b vyp\u00ednat a zap\u00ednat, nebo se obr\u00e1tit na <strong>service desk profesion\u00e1ly se zpracov\u00e1v\u00e1n\u00edm ticket\u016f v&nbsp;re\u00e1ln\u00e9m \u010dase a podporou 24\/7<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Zkusili jste to vypnout a zapnout? Tahle legend\u00e1rn\u00ed hl\u00e1\u0161ka ze seri\u00e1lu IT Crowd zlidov\u011bla a&hellip;<\/p>\n","protected":false},"author":1,"featured_media":2566,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sitemap_exclude":false,"_sitemap_priority":"","_sitemap_frequency":"","footnotes":""},"categories":[8],"tags":[],"class_list":["post-2563","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-promuze"],"amp_enabled":false,"_links":{"self":[{"href":"https:\/\/stalo-se.cz\/index.php?rest_route=\/wp\/v2\/posts\/2563","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/stalo-se.cz\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/stalo-se.cz\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/stalo-se.cz\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/stalo-se.cz\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2563"}],"version-history":[{"count":0,"href":"https:\/\/stalo-se.cz\/index.php?rest_route=\/wp\/v2\/posts\/2563\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/stalo-se.cz\/index.php?rest_route=\/wp\/v2\/media\/2566"}],"wp:attachment":[{"href":"https:\/\/stalo-se.cz\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2563"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/stalo-se.cz\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2563"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/stalo-se.cz\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2563"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}