从滴滴打车学习IT服务管理(ITSM)

未分类 | 五月 23, 2016 | 172 分钟读完

“滴滴出行” 改变了传统的打车方式,培养出大移动互联网时代下现代化的出行方式。作为200多万北京摇号大军中的一员,滴滴App已是本人的常用工具,比如预约出租车、坐顺风车上下班、周末叫快车带娃去玩……。长时间的使用,发现滴滴的服务交付过程,值得ITSM从业者的研究和借鉴,可能比参加几天的ITIL培训更鲜活、更有价值。

服务目录
滴滴出行服务,现已包括出租车、专车、快车、顺风车、巴士等,在其手机App上方非常清楚的展示,乘客在出行时可以轻松选择所需的服务。一个理想的IT服务目录,应该清晰明了地列出IT部门能够提供给最终用户的所有服务,对服务的正确分门别类、使其简单易懂,有助于提升用户的体验。

无形流程
从订单的下发到乘客到达目的地,在滴滴系统中经历了复杂的过程或流程,但作为乘客却丝毫感觉不到。流程设计是ITSM项目实施的重要内容,但不论我们的流程多么复杂和繁琐,向最终用户呈现的应该是极简或无形的。

完整信息
以使用滴滴快车为例,当乘客下单,司机接到订单后,可以看到车牌号、车辆品牌、司机评价、手机号、位置等信息。一个友好的企业IT服务中心,当用户提交请求后,应该获得工单的相关完整的信息,例如负责处理的工程师、联系方式、SLA、工单状态等等。

实时提醒
在滴滴App里,乘客可以通过地图查看司机的实时位置,当车辆到达时自动提醒乘客。未来的IT帮助台,如果从工单指派到关闭过程的所有环节,实现智能的实时提醒用户,可以避免来回无数的电话和邮件。

客户反馈
当行程结束时,会弹出一个窗口,可以对司机服务进行评价,乘客还能够获得额外奖励。这充分表示了服务管理中客户反馈的重要性。持续性服务质量改进是ITIL/ITSM的追求目标,用户反馈无疑是发现改进之处的最好的渠道之一。

明确定位
“滴滴一下,让生活更美好”是滴滴的口号,其手机App、推广、服务、定价等等都用于兑现向用户的承诺。IT服务部门需要明确自己的定位,通过有效的流程设计和服务交付,为最终用户提供良好的服务体验。

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