{"id":36243,"date":"2019-10-31T22:10:28","date_gmt":"2019-10-31T19:10:28","guid":{"rendered":"https:\/\/prohoster.info\/blog\/kak-my-sozdali-service-desk-mechty\/"},"modified":"2019-10-31T22:10:28","modified_gmt":"2019-10-31T19:10:28","slug":"kak-my-sozdali-service-desk-mechty","status":"publish","type":"post","link":"https:\/\/prohoster.info\/ro\/blog\/administrirovanie\/kak-my-sozdali-service-desk-mechty","title":{"rendered":"Cum am creat Service Desk-ul visurilor","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Uneori po\u021bi auzi expresia \u201ecu c\u00e2t un produs este mai vechi, cu at\u00e2t devine mai func\u021bional\u201d. \u00cen era tehnologiilor moderne, a web-ului avansat \u0219i a modelului SaaS, aceast\u0103 afirma\u021bie aproape c\u0103 nu mai este valabil\u0103. Cheia unei dezvolt\u0103ri de succes este monitorizarea constant\u0103 a pie\u021bei, urm\u0103rirea cerin\u021belor \u0219i nevoilor clien\u021bilor, disponibilitatea de a asculta ast\u0103zi o observa\u021bie important\u0103, de a o ad\u0103uga \u00een backlog seara \u0219i de a \u00eencepe s\u0103 lucr\u0103m la ea a doua zi. Exact a\u0219a lucr\u0103m la proiectul HubEx \u2014 un sistem de gestionare a serviciilor de echipamente. Avem o echip\u0103 excelent\u0103 \u0219i diversificat\u0103 de ingineri \u0219i am putea dezvolta un serviciu de \u00eent\u00e2lniri, un joc mobil captivant, un sistem de gestionare a timpului sau cea mai convenabil\u0103 list\u0103 de sarcini din lume. Aceste produse ar avea succes rapid pe pia\u021b\u0103, iar noi am putea sta pe laureate. Dar echipa noastr\u0103, format\u0103 din fo\u0219ti ingineri, cunoa\u0219te domeniul, care prezint\u0103 multe dureri, probleme \u0219i dificult\u0103\u021bi \u2014 acesta este serviciul. Credem c\u0103 fiecare dintre voi s-a confruntat cu o parte dintre aceste probleme. Asta \u00eenseamn\u0103 c\u0103 trebuie s\u0103 ne \u00eendrept\u0103m c\u0103tre acolo unde suntem a\u0219tepta\u021bi. Sper\u0103m c\u0103 suntem a\u0219tepta\u021bi \ud83d\ude42<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/hubex\/blog\/460002\/\"><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/018446e2d7220676c4426e9472836910.png\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>Serviciul de echipamente: haos, neglijen\u021b\u0103, opriri<\/h2>\n<p>\n\u00centre\u021binerea echipamentului pentru majoritatea oamenilor \u00eenseamn\u0103 centre de servicii care salveaz\u0103 telefoanele de o \u00eent\u00e2lnire cu asfaltul \u0219i b\u0103l\u021bile, iar laptopurile \u2014 de ceai \u0219i suc. Dar noi suntem pe Habr, iar aici sunt cei care \u00eentre\u021bin echipamente de toate tipurile:<\/p>\n<ul>\n<li>acele centre de servicii care se ocup\u0103 de repararea electronicelor \u0219i a aparatelor de uz casnic;\n<\/li>\n<li>centre \u0219i outsourceri pentru \u00eentre\u021binerea imprimantelor \u0219i a echipamentelor de printare \u2014 o industrie distinct\u0103 \u0219i foarte serioas\u0103;\n<\/li>\n<li>outsourceri multifunc\u021bionale \u2014 companii care se ocup\u0103 cu \u00eentre\u021binerea, repararea \u0219i \u00eenchirierea echipamentelor de birou, electronicelor etc.;\n<\/li>\n<li>companii care efectueaz\u0103 \u00eentre\u021binerea echipamentelor industriale, ma\u0219inilor, unit\u0103\u021bilor \u0219i agregatelor;\n<\/li>\n<li>centre de afaceri, companii de management \u0219i serviciile lor de exploatare;\n<\/li>\n<li>servicii de exploatare pentru diferite obiective industriale \u0219i sociale mari;\n<\/li>\n<li>departamente interne de afaceri care \u00eentre\u021bin echipamentele din companie, efectueaz\u0103 repara\u021bii \u0219i sprijin\u0103 utilizatorii de afaceri interni.\n<\/li>\n<\/ul>\n<p>\nAceste categorii enumerate func\u021bioneaz\u0103 diferit \u0219i toate \u0219tiu c\u0103 exist\u0103 un sistem ideal: incident - tichet - munc\u0103 - predare-acceptare - tichet \u00eenchis - KPI - bonus (plat\u0103). Dar de cele mai multe ori, aceast\u0103 succesiune arat\u0103 astfel: AAAAAA! - Ce? - Defec\u021biune! - Care? - Nu putem lucra, aceast\u0103 simpl\u0103 situa\u021bie este din cauza voastr\u0103! Urgent! Important! - Of, lucr\u0103m. - Care este statusul repara\u021biei? Acum? - Gata, \u00eenchide\u021bi tichetul. - Oh, mul\u021bumesc. - \u00cenchide\u021bi tichetul. - Ah, da, da, am uitat. - \u00cenchide\u021bi tichetul.<\/p>\n<p><b>M-am s\u0103turat s\u0103 citesc, vreau s\u0103 testez cu m\u00e2inile, s\u0103 folosesc \u0219i s\u0103 critic serviciul vostru! A\u0219a c\u0103, <noindex><a rel=\"nofollow\" href=\"https:\/\/hubex.ru\/\">\u00eenregistra\u021bi-v\u0103 \u00een HubEx<\/a><\/noindex> \u0219i suntem preg\u0103ti\u021bi s\u0103 colabor\u0103m cu voi.<\/b><\/p>\n<p>De ce se \u00eent\u00e2mpl\u0103 asta?<\/p>\n<ul>\n<li>Lipsa unei strategii de \u00eentre\u021binere a echipamentelor \u2014 fiecare caz este tratat haotic, consum\u00e2nd timp ca unic\u0103, \u00een timp ce multe sarcini pot fi standardizate, \u00eencadrate sub un standard intern.\n<\/li>\n<li>Lipsa evalu\u0103rii riscurilor opera\u021bionale. Din p\u0103cate, multe ac\u021biuni ale companiei sunt \u00eentreprinse post-factum, c\u00e2nd deja este necesar\u0103 repara\u021bia, iar \u00een cel mai r\u0103u caz, \u0219i eliminarea. De asemenea, companiile uit\u0103 adesea s\u0103 ia \u00een calcul faptul c\u0103 \u00een cadrul activelor tehnice trebuie s\u0103 existe \u00eentotdeauna un fond de rezerv\u0103 \u2014 da, acestea sunt obiecte suplimentare \u00een contabilitate, dar costurile de achizi\u021bie \u0219i \u00eentre\u021binere pot fi semnificativ mai mici dec\u00e2t pierderile cauzate de posibilele opriri \u00een activitatea operativ\u0103 sau de produc\u021bie.\n<\/li>\n<li>Lipsa planific\u0103rii gestion\u0103rii echipamentului. Planul de gestionare a riscurilor tehnice este un aspect esen\u021bial \u00een lucru cu echipamentul. Este necesar s\u0103 \u0219tim exact: termenele pentru \u00eentre\u021binerea tehnic\u0103, termenele pentru inventariere \u0219i inspec\u021bia preventiv\u0103, condi\u021biile de monitorizare care servesc ca trigeri pentru luarea deciziilor referitoare la ac\u021biunile suplimentare cu echipamentul etc.\n<\/li>\n<li>Companiile nu \u00ee\u0219i gestioneaz\u0103 echipamentele, nu urm\u0103resc ordinea de exploatare: data de introducere poate fi urm\u0103rit\u0103 doar c\u0103ut\u00e2nd documente vechi, istoria \u00eentre\u021binerii \u0219i repara\u021biei nu este \u00eenregistrat\u0103, nu se \u021bin liste de uzur\u0103 \u0219i necesitatea de piese de schimb \u0219i unit\u0103\u021bi.\n<\/li>\n<\/ul>\n<p>\n<img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/81c2b748616811ecbc54b117a196e973.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i><noindex><a rel=\"nofollow\" href=\"https:\/\/amsrus.ru\/\">Sursa<\/a><\/noindex>. Garage Brothers nu folose\u0219te HubEx. \u0218i degeaba!<\/i><\/p>\n<h2>Ce voiam s\u0103 realiz\u0103m prin crearea HubEx?<\/h2>\n<p>\nDesigur, nu ne asum\u0103m c\u0103 am creat un software care nu a existat \u00eenainte. Pe pia\u021b\u0103 exist\u0103 numeroase sisteme de gestionare a \u00eentre\u021binerii echipamentelor, Service Desk, ERP-uri din diferite domenii etc. Ne-am \u00eent\u00e2lnit de mai multe ori cu astfel de software, dar nu ne-a pl\u0103cut: interfa\u021ba, lipsa unui panou pentru clien\u021bi, versiunea mobil\u0103, utilizarea unei tehnologii \u00eenvechite \u0219i a unor baze de date scumpe. \u0218i c\u00e2nd unui dezvoltator nu-i place ceva foarte mult, cu siguran\u021b\u0103 va crea propriul s\u0103u produs. Acest produs a fost dezvoltat chiar \u00een cadrul unei mari companii de inginerie, ceea ce \u00eenseamn\u0103 c\u0103 suntem nimeni al\u021bii dec\u00e2t reprezentan\u021bi ai pie\u021bei. Prin urmare, \u0219tim exact durerile legate de \u00eentre\u021binerea \u0219i garan\u021bia serviciilor \u0219i le lu\u0103m \u00een considerare la dezvoltarea fiec\u0103rei noi func\u021bii a produsului pentru toate domeniile de afaceri.\u00a0<\/p>\n<p>Deocamdat\u0103, ne afl\u0103m \u00een etapa de start-up tehnologic \u0219i continu\u0103m activ dezvoltarea produsului, dar deja acum utilizatorii HubEx pot beneficia de un instrument convenabil \u0219i func\u021bional. Dar nu ne vom dezice de critici \u2014 tocmai de aceea am venit pe Habr.<\/p>\n<p>Exist\u0103 \u0219i sarcini suplimentare importante pe care HubEx le poate rezolva.\u00a0<\/p>\n<ul>\n<li>\u00cempiedica\u021bi problemele, nu le rezolva\u021bi. Software-ul \u021bine eviden\u021ba tuturor echipamentelor, a faptelor de repara\u021bie \u0219i \u00eentre\u021binere etc. Entitatea \"Solicitare\" poate fi configurat\u0103 at\u00e2t pentru outsourceri, c\u00e2t \u0219i pentru serviciile tehnice interne \u2014 pute\u021bi crea orice etape \u0219i st\u0103ri, datorit\u0103 schimb\u0103rii c\u0103rora ve\u021bi \u0219ti \u00eentotdeauna exact \u00een ce stare se afl\u0103 fiecare obiect.\u00a0\n<\/li>\n<li>Stabili\u021bi contactul \u00eentre client \u0219i executant \u2014 datorit\u0103 sistemului de mesagerie, precum \u0219i interfa\u021bei clientului din HubEx nu va mai trebui s\u0103 scrie\u021bi sute de e-mailuri \u0219i s\u0103 r\u0103spunde\u021bi la apeluri, \u00een interfa\u021ba sistemului va fi cea mai detaliat\u0103 informa\u021bie.\n<\/li>\n<li>Controla\u021bi procesul de repara\u021bie \u0219i \u00eentre\u021binere a serviciilor: planifica\u021bi, programa\u021bi ac\u021biuni preventive, notifica\u021bi clien\u021bii pentru a preveni problemele. (Aminti\u021bi-v\u0103 c\u00e2t de bine este implementat acest lucru \u00een cabinetelor stomatologice \u0219i centrele auto: la un moment dat v\u0103 reamintesc despre urm\u0103torul control profesional sau tehnic - vrei, nu vrei, te g\u00e2nde\u0219ti). Apropo, \u00een cur\u00e2nd pl\u0103nuim s\u0103 integr\u0103m HubEx cu cele mai populare sisteme CRM, ceea ce va oferi un impuls impresionant pentru dezvoltarea rela\u021biilor cu clien\u021bii \u0219i pentru cre\u0219terea volumului de servicii.\u00a0\n<\/li>\n<li>Realiza\u021bi analize care pot sta la baza lu\u0103rii de noi decizii de afaceri \u0219i a KPI-urilor pentru recompensarea angaja\u021bilor. Pute\u021bi grupa cererile \u00een func\u021bie de statusuri \u0219i etape, iar apoi, pe baza propor\u021biei grupurilor pentru fiecare inginer, specialist sau departament, pute\u021bi calcula KPI-urile \u0219i, de asemenea, ajusta activitatea companiei \u00een ansamblu: rotirea angaja\u021bilor, desf\u0103\u0219urarea de cursuri de formare etc. (De exemplu, dac\u0103 majoritatea cererilor pentru specialistul Ivanov sunt blocate \u00een etapa de \u201eidentificare a problemelor\u201d, este probabil c\u0103 s-a confruntat cu echipamente cu care nu este familiarizat, iar lucrul cu acestea necesit\u0103 o studiere \u00eendelungat\u0103 a instruc\u021biunilor. Este necesar\u0103 formarea.)\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>HubEx: prima revizuire<\/h2>\n<p><\/p>\n<h4>Prin rapiditate prin interfa\u021b\u0103<\/h4>\n<p>\nPrincipalul avantaj al sistemului nostru este constructorul. Practic, putem configura platforma pentru fiecare client \u00een func\u021bie de cerin\u021bele sale specifice, iar aceasta nu va fi replicat\u0103. \u00cen general, platformizarea este practic o nou\u0103 realitate pentru software-ul de corpora\u021bie: clientul, pentru costul \u00eenchirierii unei solu\u021bii obi\u0219nuite, prime\u0219te o versiune complet personalizat\u0103, f\u0103r\u0103 probleme de scalare, configurare \u0219i management.\u00a0<\/p>\n<p>Un alt avantaj este configurarea ciclului de via\u021b\u0103 al cererii. Fiecare companie poate configura \u00een c\u00e2teva clicuri etapele \u0219i statusurile cererilor pentru fiecare tip de cerere, ceea ce va duce la structurarea informa\u021biilor \u0219i generarea de rapoarte detaliate. Set\u0103rile flexibile ale platformei ofer\u0103 +100 la confort, viteza de lucru \u0219i, mai ales, la transparen\u021ba ac\u021biunilor \u0219i proceselor.\u00a0<br \/>\n\u00cen interiorul HubEx, compania poate crea practic un pa\u0219aport electronic pentru echipamente. La pa\u0219aport pot fi ata\u0219ate orice documente, fie c\u0103 este vorba de un fi\u0219ier, video, imagine etc. De asemenea, se pot specifica perioada de garan\u021bie \u0219i ata\u0219a un FAQ cu probleme frecvente, pe care proprietarii echipamentului le pot rezolva singuri: acest lucru va spori loialitatea \u0219i va reduce num\u0103rul apelurilor c\u0103tre serviciul de asisten\u021b\u0103, eliber\u00e2nd astfel timp pentru a rezolva mai bine sarcinile mai complexe.\u00a0<\/p>\n<p>Pentru a cunoa\u0219te HubEx, cel mai bine este s\u0103 l\u0103sa\u021bi o solicitare pe site \u2014 suntem bucuro\u0219i s\u0103 gestion\u0103m fiecare \u0219i s\u0103 v\u0103 ajut\u0103m s\u0103 \u00een\u021belege\u021bi, dac\u0103 este necesar. Este destul de pl\u0103cut \u0219i interesant s\u0103-l \u00abexplora\u021bi\u00bb \u00een via\u021ba real\u0103 din perspectiva structurii software-ului: interfa\u021ba utilizatorului, interfa\u021ba administratorului, versiunea mobil\u0103. Dar, dac\u0103 v\u0103 este mai convenabil s\u0103 citi\u021bi, am preg\u0103tit pentru dumneavoastr\u0103 un rezumat scurt al principalelor entit\u0103\u021bi \u0219i mecanisme.\u00a0<\/p>\n<blockquote><p>Dar dac\u0103 nu ave\u021bi timp s\u0103 citi\u021bi, cunoa\u0219te\u021bi \u2014 HubEx, viziona\u021bi un videoclip compact \u0219i dinamic despre noi:<\/p>\n<p><center><div class=\"youtube-placeholder\" data-id=\"SzaRsb_xRX8\" onclick=\"loadVideo(this)\">\r\n        <img decoding=\"async\" src=\"https:\/\/img.youtube.com\/vi\/SzaRsb_xRX8\/hqdefault.jpg\" alt=\"Reda\u021bi video\" loading=\"lazy\" width=\"480\" height=\"360\" style=\"width:100%;height:auto;\">\r\n        <div class=\"play-button\"><\/div>\r\n    <\/div><\/center><\/p><\/blockquote>\n<p> Apropo, este foarte u\u0219or s\u0103 \u00eenc\u0103rca\u021bi datele dumneavoastr\u0103 \u00een sistem: dac\u0103 a\u021bi gestionat afacerile \u00een Excel sau \u00een alt\u0103 parte, \u00eenainte de a \u00eencepe s\u0103 lucra\u021bi \u00een sistem, pute\u021bi s\u0103 le transfera\u021bi cu u\u0219urin\u021b\u0103 \u00een HubEx. Pentru aceasta, trebuie s\u0103 desc\u0103rca\u021bi \u0219ablonul Excel din HubEx, s\u0103-l completa\u021bi cu datele dumneavoastr\u0103 \u0219i s\u0103-l importa\u021bi \u00een sistem \u2014 astfel ve\u021bi ad\u0103uga cu u\u0219urin\u021b\u0103 principalele entit\u0103\u021bi pentru utilizarea HubEx \u0219i ve\u021bi putea \u00eencepe rapid. \u00cen plus, \u0219ablonul poate fi gol sau poate include date din sistem, iar \u00een cazul introducerii unor date incorecte, HubEx nu va permite eroarea \u0219i va returna un mesaj c\u0103 exist\u0103 o problem\u0103 cu datele. Astfel, ve\u021bi dep\u0103\u0219i cu u\u0219urin\u021b\u0103 unul dintre pa\u0219ii principali ai automatiz\u0103rii \u2014 completarea sistemului automatizat cu datele existente.<\/p>\n<h4>Entit\u0103\u021bile HubEx<\/h4>\n<p>\nSolicitarea \u2014 principala entitate HubEx. Pute\u021bi crea orice tip de solicitare (normal\u0103, de urgen\u021b\u0103, garan\u021bie, planificat\u0103 etc.), seta un \u0219ablon sau mai multe \u0219abloane pentru completarea rapid\u0103 a solicit\u0103rii. \u00cen interiorul acesteia se stabile\u0219te obiectul, adresa sa de loca\u021bie (cu hart\u0103), tipul de lucru, criticitatea (stabilit\u0103 \u00een director), termenele de execu\u021bie, executorul. \u00cen solicitare se poate ad\u0103uga o descriere, se pot ata\u0219a fi\u0219iere. Se \u00eenregistreaz\u0103 timpul de \u00eenceput \u0219i de sf\u00e2r\u0219it al execut\u0103rii, astfel, responsabilitatea fiec\u0103rui angajat devine destul de transparent\u0103. De asemenea, se pot stabili valori estimate ale costurilor de munc\u0103 \u0219i costul aproximativ al lucr\u0103rilor pentru solicitare.<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/d51513c52e5832744d5e8924c67fbea8.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Formular de creare a solicit\u0103rii<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/7bec92e17d251794c9aac96a260b4d0e.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nPosibilitatea de a crea etape ale solicit\u0103rii \u00een func\u021bie de cerin\u021bele companiei<br \/>\n<img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/b1544e4755cda01496bb40ff175cd413.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nConstructorul de tranzi\u021bii \u00eentre etapele solicit\u0103rii, \u00een cadrul c\u0103ruia pot fi specificate etapele, leg\u0103turile, condi\u021biile. Descrierea schematic\u0103 a unui astfel de \u00abtraseu\u00bb este similar\u0103 cu formularea unui proces de afaceri \u0219i poate fi utilizat\u0103 pentru cele mai variate scopuri.<\/i><\/p>\n<p>Fiecare cerere este asociat\u0103 cu un obiect (echipament, teritoriu etc.). Obiectul poate fi orice entitate care este supus\u0103 \u00eentre\u021binerii de c\u0103tre compania dumneavoastr\u0103. Atunci c\u00e2nd crea\u021bi un obiect, se seteaz\u0103 fotografia acestuia, se asociaz\u0103 atributele, fi\u0219ierele, contactele persoanelor responsabile, tipurile de lucr\u0103ri \u0219i listele de verificate pentru echipamentul specific. De exemplu, dac\u0103 trebuie s\u0103 efectua\u021bi un diagnostic pentru o ma\u0219in\u0103, lista de verificare va include atribute care enumer\u0103 nodurile importante, agregatele \u0219i pa\u0219ii de verificare \u0219i diagnosticare. \u00cen timpul lucr\u0103rilor, specialistul va verifica fiecare punct \u0219i nu va omite nimic.\u00a0<\/p>\n<p>Apropo, pute\u021bi trimite rapid o cerere prin scanarea codului QR (dac\u0103 echipamentul a fost marcat de produc\u0103tor sau de serviciu) \u2014 este convenabil, rapid \u0219i maximizat eficient.\u00a0<\/p>\n<p>Fi\u0219a angajatului permite ad\u0103ugarea unui maxim de informa\u021bii despre persoana responsabil\u0103: numele complet, contactele, tipul (este deosebit de interesant c\u0103 pute\u021bi ad\u0103uga un client ca angajat \u0219i \u00eei pute\u021bi oferi acces \u00een HubEx cu drepturi restric\u021bionate), compania, rolul (cu drepturi). \u00centr-o tabul\u0103 suplimentar\u0103 se adaug\u0103 calificarea angajatului, din care este imediat evident ce lucr\u0103ri \u0219i pe ce obiecte poate realiza specialistul sau inginerul. De asemenea, angajatul (clientul) poate fi interzis, pentru care este suficient s\u0103 comuta\u021bi butonul \u201eInterzicere\u201d \u00een tab-ul \u201eAltele\u201d \u2014 dup\u0103 aceasta, func\u021biile HubEx vor deveni inaccesibile pentru angajat. Este o func\u021bie foarte util\u0103, \u00een special pentru serviciile de asisten\u021b\u0103, c\u00e2nd reac\u021bia rapid\u0103 la \u00eenc\u0103lc\u0103ri poate fi esen\u021bial\u0103 pentru afaceri.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/23fb503c6775eb5c31021adf82de5ec9.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Pa\u0219aport angajat<\/i><\/p>\n<p>A\u0219a cum am men\u021bionat mai sus, \u00een interfa\u021ba HubEx pute\u021bi crea liste de verificare, \u00een cadrul c\u0103rora s\u0103 specifica\u021bi atributele \u2014 adic\u0103 punctele care trebuie controlate \u00een cadrul lucrului cu fiecare tip de echipament.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/fa6d9a605c90b0154d208f73b110111d.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nLa finalizarea lucr\u0103rii \u00een sistemul HubEx se genereaz\u0103 un tablou de bord cu analize, unde se afi\u0219eaz\u0103 valorile \u0219i indicatorii atinse sub form\u0103 de tabele \u0219i grafice. \u00cen panoul analitic, pute\u021bi vizualiza statisticile pe etapele cererilor, \u00eent\u00e2rzierea acestora, num\u0103rul de cereri pe companii \u0219i ingineri sau speciali\u0219ti individuali.<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/64cd5e704faf8c65c501de4c9d539f4b.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Rapoarte analitice<\/i><\/p>\n<p>Repara\u021bia, mentenan\u021ba tehnic\u0103 \u0219i serviciile de \u00eentre\u021binere nu sunt un proces unic, ci o sarcin\u0103 repetat\u0103, care, pe l\u00e2ng\u0103 func\u021bia tehnic\u0103, poart\u0103 \u0219i o \u00eenc\u0103rc\u0103tur\u0103 comercial\u0103. A\u0219a cum se \u0219tie, exist\u0103 o lege nescris\u0103: dac\u0103 ceva s-a \u00eent\u00e2mplat de mai multe ori, automatizeaz\u0103-l. Astfel, am creat \u00een HubEx <i><b>crearea automat\u0103 a cererilor planificate<\/b><\/i>. Pentru modelul de cerere preg\u0103tit, se stabile\u0219te un program pentru repetarea automat\u0103 a acesteia cu set\u0103ri flexibile: periodicitate, interval de repeti\u021bie pe parcursul zilei (memento), num\u0103rul de repeti\u021bii, zilele s\u0103pt\u0103m\u00e2nii pentru generarea cererilor etc. Practic, setarea poate fi oricum, inclusiv legat\u0103 de momentul \u00eenainte de \u00eenceperea lucr\u0103rilor, pentru care trebuie generat\u0103 cererea. Func\u021bionalitatea s-a dovedit a fi solicitat\u0103 at\u00e2t de companiile de servicii \u0219i gestionare (pentru lucr\u0103ri reglementate), c\u00e2t \u0219i de companii din diferite domenii \u2014 de la cur\u0103\u021benie \u0219i centre auto la integratori de sisteme etc. Astfel, inginerii de service pot informa clien\u021bii despre urm\u0103toarea \u00eentre\u021binere, iar managerii \u2014 pot vinde suplimentar servicii.<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/fa57ac71487f3b72d361c6a0045fea70.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h2>HubEx: versiunea mobil\u0103<\/h2>\n<p>\nUn serviciu bun nu const\u0103 doar \u00een echipe operative sau inginerie profesional\u0103, ci, mai presus de toate, \u00een mobilitate, capacitatea de a ajunge la client \u00een cel mai scurt timp \u0219i de a \u00eencepe rezolvarea problemei sale. De aceea, f\u0103r\u0103 o aplica\u021bie adaptiv\u0103 nu se poate, dar, desigur, cel mai bine este o aplica\u021bie mobil\u0103.<\/p>\n<p>Versiunea mobil\u0103 HubEx const\u0103 \u00een dou\u0103 aplica\u021bii pentru platformele iOS \u0219i Android.<br \/>\nHubEx pentru serviciul de \u00eentre\u021binere \u2014 aplica\u021bia de lucru pentru angaja\u021bii serviciului, \u00een care ace\u0219tia pot crea obiecte, \u021bine eviden\u021ba echipamentului, vizualiza starea lucr\u0103rilor pe cerere, comunica cu dispecerii \u0219i colegii necesari, interac\u021biona direct cu clientul, negocia costul lucr\u0103rilor \u0219i evalua calitatea acestora.<\/p>\n<p>Pentru a accepta \u0219i marca un obiect utiliz\u00e2nd aplica\u021bia mobil\u0103, este suficient s\u0103 \u00eendrepta\u021bi telefonul mobil asupra acestuia \u0219i s\u0103 fotografia\u021bi codul QR. Apoi, \u00een formularul de pe ecran, se introduc celelalte parametrii: compania asociat\u0103 echipamentului, descrierea, fotografia, tipul, clasa, adresa \u0219i celelalte atribute necesare sau personalizate. Desigur, aceasta este o func\u021bionalitate foarte convenabil\u0103 pentru serviciile mobile, me\u0219te\u0219ugari \u0219i ingineri afla\u021bi \u00een teren, precum \u0219i pentru companiile de outsourcere. De asemenea, \u00een aplica\u021bie, inginerul poate vedea doar cererile sale \u0219i cererile aflate \u00een aprobarea. \u0218i, desigur, aplica\u021bia trimite utilizatorilor notific\u0103ri push, astfel \u00eenc\u00e2t s\u0103 nu rata\u021bi niciun eveniment din sistem.<br \/>\n<img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/1b23afe9be1c421d8475cb9ca97538fc.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/1d318ca3ff9a8ddaa895a829b9cbd5f5.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nDesigur, toate informa\u021biile sunt transmise imediat \u00een baza de date centralizat\u0103, iar managerii sau conduc\u0103torii din birou pot vedea \u00eentreaga activitate \u00eenainte ca inginerul sau me\u0219te\u0219ugarul s\u0103 se \u00eentoarc\u0103 la locul de munc\u0103.<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/6df1f042fcb041dc1d366aa27df27d38.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nHubEx pentru client \u2014 este o aplica\u021bie convenabil\u0103, \u00een care se pot depune cereri de servicii, ata\u0219a fotografii \u0219i fi\u0219iere la cerere, urm\u0103ri procesul de reparare, comunica cu executantul, conveni asupra pre\u021bului lucr\u0103rilor \u0219i evalua calitatea acestora.<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/4cdaa867f2428fb98ffb80d061e9ea6e.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nAceast\u0103 implementare bidirec\u021bional\u0103 a aplica\u021biei mobile asigur\u0103 transparen\u021ba rela\u021biilor, controlul activit\u0103\u021bii, \u00een\u021belegerea st\u0103rii actuale a repara\u021biei \u00eentr-un anumit moment \u2014 astfel, se reduce semnificativ num\u0103rul de pl\u00e2ngeri din partea clien\u021bilor \u0219i se reduce \u00eenc\u0103rc\u0103tura asupra call-center-ului sau suportului tehnic.<\/p>\n<h2>Func\u021bionalit\u0103\u021bile HubEx<\/h2>\n<p><\/p>\n<h4>Pa\u0219aport electronic pentru echipamente<\/h4>\n<p>\nFiecare obiect, fiecare unitate de echipament poate fi marcat\u0103 cu un cod QR generat de sistemul HubEx, iar \u00een cadrul interac\u021biunilor ulterioare, codul poate fi scanat pentru a ob\u021bine pa\u0219aportul electronic al obiectului, \u00een care sunt indicate principalele informa\u021bii referitoare la acesta, documentele \u0219i fi\u0219ierele corespunz\u0103toare.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/ed3845c9c6655e6cf6c662cd25c83408.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h4>To\u021bi angaja\u021bii, la \u00eendem\u00e2n\u0103<\/h4>\n<p>\n\u00cen timp ce aceast\u0103 articol\u0103 a fost elaborat\u0103, am lansat o nou\u0103 versiune \u0219i am introdus o func\u021bionalitate foarte important\u0103 din perspectiva serviciului: este acum posibil s\u0103 urm\u0103ri\u021bi geoloca\u021bia angajatului mobil pe hart\u0103 \u0219i astfel s\u0103 urm\u0103ri\u021bi traseul s\u0103u de deplasare \u0219i loca\u021bia \u00eentr-un anumit punct. Acesta este un avantaj semnificativ pentru solu\u021bionarea problemelor legate de controlul calit\u0103\u021bii.<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/6934fa5215a89c5d09a246ac0d63e5f8.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nA\u0219a cum a\u021bi \u00een\u021beles, pentru software-ul de aceast\u0103 clas\u0103, este important nu doar s\u0103 primim \u0219i s\u0103 proces\u0103m cereri, ci \u0219i s\u0103 oferim metrici de performan\u021b\u0103 ale angaja\u021bilor (deoarece inginerii de servicii sunt str\u00e2ns lega\u021bi de KPI, este necesar un set de indicatori preci\u0219i, m\u0103surabili \u0219i actuali). Parametrii evalu\u0103rii calit\u0103\u021bii muncii pot include, de exemplu, num\u0103rul de re\u00eentoarceri, calitatea complet\u0103rii cererilor \u0219i checklist-urilor, corectitudinea deplas\u0103rii conform foii de parcurs \u0219i, desigur, evaluarea lucr\u0103rilor efectuate de client.<\/p>\n<p>\nDe fapt, HubEx este exact cazul \u00een care mai bine s\u0103 vezi o dat\u0103 dec\u00e2t s\u0103 cite\u0219ti de o sut\u0103 de ori pe Habr. \u00cen articolele urm\u0103toare ne vom concentra pe problemele de func\u021bionare a diferitelor centre de servicii, vom analiza de ce mae\u0219trii \u0219i angaja\u021bii sunt at\u00e2t de sup\u0103ra\u021bi, \u0219i vom povesti cum ar trebui sau cum nu ar trebui s\u0103 fie un serviciu. Apropo, dac\u0103 ave\u021bi pove\u0219ti interesante despre probleme sau descoperiri \u00een domeniul \u00eentre\u021binerii echipamentelor, scrie\u021bi \u00een comentarii sau \u00een privat, cu siguran\u021b\u0103 vom folosi cazurile \u0219i vom da un link c\u0103tre compania dvs. (dac\u0103 ne da\u021bi permisiunea).\u00a0<\/p>\n<p>Suntem deschi\u0219i la critici, sugestii, descoperiri \u0219i discu\u021bii constructive \u00een comentarii \u0219i mesaje private. Feedback-ul pentru noi este cel mai bun lucru care se poate \u00eent\u00e2mpla, deoarece ne-am ales un vector de dezvoltare \u0219i acum vrem s\u0103 \u0219tim cum s\u0103 devenim num\u0103rul unu pentru publicul nostru. <\/p>\n<p>Dar dac\u0103 nu este Habr, atunci ce?<\/p>\n<p><img decoding=\"async\" alt=\"Cum am creat Service Desk-ul visurilor\" src=\"\/wp-content\/uploads\/2019\/07\/a7527d57141d4ef68ec85f56168fa080.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Numai nu acesta!<\/i><\/p>\n<p><i>\u0218i, cu aceast\u0103 ocazie, felicit\u0103m pe liderul nostru \u0219i fondatorul, Andrei Balyakin, pentru victoriile de iarn\u0103 din sezonul 2018-2019. El este Campion Mondial 2015, Campion European 2012, de patru ori campion al Rusiei \u00eentre 2014 \u2013 2017 la snowkiting \u0219i kitesurfing. Sporturile de v\u00e2nt pentru o persoan\u0103 foarte serioas\u0103 sunt cheia succesului pentru idei noi \u00een dezvoltare \ud83d\ude42 Dar credem c\u0103 vom vorbi despre asta mai t\u00e2rziu. Citi\u021bi despre cum c\u00e2\u0219tig\u0103 oamenii din Petersburg, <noindex><a rel=\"nofollow\" href=\"http:\/\/www.sobaka.ru\/city\/sport\/69446\">pute\u021bi face acest lucru aici<\/a><\/noindex>.<\/i><br \/>\n<br \/>Sursa: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/hubex\/blog\/460002\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u0418\u043d\u043e\u0433\u0434\u0430 \u043c\u043e\u0436\u043d\u043e \u0443\u0441\u043b\u044b\u0448\u0430\u0442\u044c \u0442\u0430\u043a\u0443\u044e \u0444\u0440\u0430\u0437\u0443 \u00ab\u0447\u0435\u043c \u0441\u0442\u0430\u0440\u0448\u0435 \u043f\u0440\u043e\u0434\u0443\u043a\u0442, \u0442\u0435\u043c \u043e\u043d \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u0435\u0435\u00bb. \u0412 \u0432\u0435\u043a \u0441\u043e\u0432\u0440\u0435\u043c\u0435\u043d\u043d\u044b\u0445 \u0442\u0435\u0445\u043d\u043e\u043b\u043e\u0433\u0438\u0439, \u0434\u0430\u043b\u0435\u043a\u043e \u0438\u0434\u0443\u0449\u0435\u0433\u043e web \u0438 \u043c\u043e\u0434\u0435\u043b\u0438 SaaS \u044d\u0442\u043e \u0443\u0442\u0432\u0435\u0440\u0436\u0434\u0435\u043d\u0438\u0435 \u043f\u043e\u0447\u0442\u0438 \u043d\u0435 \u0440\u0430\u0431\u043e\u0442\u0430\u0435\u0442. \u0417\u0430\u043b\u043e\u0433 \u0443\u0441\u043f\u0435\u0448\u043d\u043e\u0439 \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u043a\u0438 \u044d\u0442\u043e \u043f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u044b\u0439 \u043c\u043e\u043d\u0438\u0442\u043e\u0440\u0438\u043d\u0433 \u0440\u044b\u043d\u043a\u0430, \u043e\u0442\u0441\u043b\u0435\u0436\u0438\u0432\u0430\u043d\u0438\u0435 \u0437\u0430\u043f\u0440\u043e\u0441\u043e\u0432 \u0438 \u0442\u0440\u0435\u0431\u043e\u0432\u0430\u043d\u0438\u0439 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432, \u0433\u043e\u0442\u043e\u0432\u043d\u043e\u0441\u0442\u044c \u0441\u0435\u0433\u043e\u0434\u043d\u044f \u0443\u0441\u043b\u044b\u0448\u0430\u0442\u044c \u0432\u0430\u0436\u043d\u043e\u0435 \u0437\u0430\u043c\u0435\u0447\u0430\u043d\u0438\u0435, \u0432\u0435\u0447\u0435\u0440\u043e\u043c \u0435\u0433\u043e \u0432\u0442\u0430\u0449\u0438\u0442\u044c \u0432 \u0431\u044d\u043a\u043b\u043e\u0433, \u0430 \u0437\u0430\u0432\u0442\u0440\u0430 \u043d\u0430\u0447\u0430\u0442\u044c \u0440\u0430\u0437\u0440\u0430\u0431\u0430\u0442\u044b\u0432\u0430\u0442\u044c. \u0418\u043c\u0435\u043d\u043d\u043e \u0442\u0430\u043a \u043c\u044b [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":27110,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-36243","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.2 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u0418\u043d\u043e\u0433\u0434\u0430 \u043c\u043e\u0436\u043d\u043e \u0443\u0441\u043b\u044b\u0448\u0430\u0442\u044c \u0442\u0430\u043a\u0443\u044e \u0444\u0440\u0430\u0437\u0443 \u00ab\u0447\u0435\u043c \u0441\u0442\u0430\u0440\u0448\u0435 \u043f\u0440\u043e\u0434\u0443\u043a\u0442, \u0442\u0435\u043c \u043e\u043d \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u0435\u0435\u00bb. \u0412 \u0432\u0435\u043a 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