{"id":6901,"date":"2025-05-19T09:40:14","date_gmt":"2025-05-19T09:40:14","guid":{"rendered":"https:\/\/itopdev.wpenginepowered.com\/formations\/itop-itsm-training\/"},"modified":"2026-01-27T13:37:16","modified_gmt":"2026-01-27T13:37:16","slug":"formation-itop-itsm","status":"publish","type":"page","link":"https:\/\/combodo.com\/fr\/formations\/formation-itop-itsm\/","title":{"rendered":"Formation iTop ITSM"},"content":{"rendered":"<p>[et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbHeader page\u00a0\u00bb module_class=\u00a0\u00bbheader-section dots-bottom-right header-small\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row module_class=\u00a0\u00bbheader-row\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb animation_style=\u00a0\u00bbfade\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text admin_label=\u00a0\u00bbSubtitle\u00a0\u00bb module_class=\u00a0\u00bbtag-module justify-center\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_text_align=\u00a0\u00bbcenter\u00a0\u00bb text_orientation=\u00a0\u00bbcenter\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]Formation iTop ITSM[\/et_pb_text][et_pb_cta title=\u00a0\u00bbD\u00e9ployer un service desk <br \/>efficace avec iTop<span>.<\/span>\u00a0\u00bb admin_label=\u00a0\u00bbTitre\u00a0\u00bb module_class=\u00a0\u00bbheader-title\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_level=\u00a0\u00bbh1&Prime; header_text_align=\u00a0\u00bbleft\u00a0\u00bb text_orientation=\u00a0\u00bbleft\u00a0\u00bb background_layout=\u00a0\u00bblight\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_cta][\/et_pb_column][\/et_pb_row][et_pb_row module_class=\u00a0\u00bbheader-bottom-row sticky-row right\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb background_color=\u00a0\u00bbRGBA(255,255,255,0)\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb collapsed=\u00a0\u00bbon\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbCourse objectives\u00a0\u00bb module_id=\u00a0\u00bbcombo\u00a0\u00bb module_class=\u00a0\u00bbsub-header-section course-section padding-t-m no-padding-b\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb collapsed=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row column_structure=\u00a0\u00bb2_3,1_3&Prime; admin_label=\u00a0\u00bbRow\u00a0\u00bb module_class=\u00a0\u00bbsub-header-row\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb animation_style=\u00a0\u00bbfade\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb2_3&Prime; module_class=\u00a0\u00bbtraining-desc-col\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_cta title=\u00a0\u00bbObjectifs du cours<span>.<\/span>\u00a0\u00bb admin_label=\u00a0\u00bbTitle\u00a0\u00bb module_class=\u00a0\u00bbtitle-module title-size-s\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb use_background_color=\u00a0\u00bboff\u00a0\u00bb text_orientation=\u00a0\u00bbleft\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_cta][et_pb_text admin_label=\u00a0\u00bbListe\u00a0\u00bb module_class=\u00a0\u00bbbig-list-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li>Comprendre les concepts de base d&rsquo;iTop<\/li>\n<li>Apprendre \u00e0 utiliser les modules de gestion des services ITSM (Incidents, Demandes, Probl\u00e8mes, Changements)<\/li>\n<li><span style=\"font-size: 24px;\">Automatiser les workflows du service support<\/span><\/li>\n<li>Personnaliser des tableaux de bord pour le suivi des tickets<\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_3&Prime; module_class=\u00a0\u00bbtraining-infos-col card-style\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb sticky_position=\u00a0\u00bbtop\u00a0\u00bb sticky_offset_top=\u00a0\u00bb50px\u00a0\u00bb sticky_position_tablet=\u00a0\u00bbnone\u00a0\u00bb sticky_position_phone=\u00a0\u00bbnone\u00a0\u00bb sticky_position_last_edited=\u00a0\u00bbon|phone\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_blurb title=\u00a0\u00bbProchaine(s) session(s)\u00a0\u00bb image=\u00a0\u00bbhttps:\/\/combodo.com\/wp-content\/uploads\/2025\/05\/calendar.svg\u00a0\u00bb alt=\u00a0\u00bbcalendar\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbProchaines sessions\u00a0\u00bb module_class=\u00a0\u00bbtraining-infos\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_level=\u00a0\u00bbh3&Prime; animation=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]Chaque mois[\/et_pb_blurb][et_pb_blurb title=\u00a0\u00bbSur-site\u00a0\u00bb image=\u00a0\u00bbhttps:\/\/combodo.com\/wp-content\/uploads\/2025\/05\/in-person.svg\u00a0\u00bb alt=\u00a0\u00bbin-person\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbSur-site\u00a0\u00bb module_class=\u00a0\u00bbtraining-infos\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_level=\u00a0\u00bbh3&Prime; animation=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]2 jours cons\u00e9cutifs dans vos locaux[\/et_pb_blurb][et_pb_blurb title=\u00a0\u00bbEn ligne\u00a0\u00bb image=\u00a0\u00bbhttps:\/\/combodo.com\/wp-content\/uploads\/2025\/05\/remote.svg\u00a0\u00bb alt=\u00a0\u00bbremote\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbEn ligne\u00a0\u00bb module_class=\u00a0\u00bbtraining-infos\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_level=\u00a0\u00bbh3&Prime; animation=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]5 sessions en direct (2 heures chacune) + 4 heures d&rsquo;exercices individuels[\/et_pb_blurb][et_pb_blurb title=\u00a0\u00bbLangues\u00a0\u00bb image=\u00a0\u00bbhttps:\/\/combodo.com\/wp-content\/uploads\/2025\/05\/language.svg\u00a0\u00bb alt=\u00a0\u00bblocalisation\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbLangues\u00a0\u00bb module_class=\u00a0\u00bbtraining-infos\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_level=\u00a0\u00bbh3&Prime; animation=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]Fran\u00e7ais, anglais[\/et_pb_blurb][et_pb_button button_url=\u00a0\u00bb@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9wYWdlIiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjU3MTcifX0=@\u00a0\u00bb button_text=\u00a0\u00bbS&rsquo;inscrire\u00a0\u00bb module_class=\u00a0\u00bbbtn-orange\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _dynamic_attributes=\u00a0\u00bbbutton_url\u00a0\u00bb _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbDescription\u00a0\u00bb module_class=\u00a0\u00bbno-padding-t no-padding-b\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb background_color=\u00a0\u00bbRGBA(255,255,255,0)\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb collapsed=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row column_structure=\u00a0\u00bb2_3,1_3&Prime; admin_label=\u00a0\u00bbRow\u00a0\u00bb module_class=\u00a0\u00bbsub-header-row\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb animation_style=\u00a0\u00bbfade\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb2_3&Prime; module_class=\u00a0\u00bbtraining-desc-col\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_cta title=\u00a0\u00bbDescription<span>.<\/span>\u00a0\u00bb admin_label=\u00a0\u00bbTitle\u00a0\u00bb module_class=\u00a0\u00bbtitle-module title-size-s\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb use_background_color=\u00a0\u00bboff\u00a0\u00bb text_orientation=\u00a0\u00bbleft\u00a0\u00bb background_layout=\u00a0\u00bblight\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_cta][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb2_3,1_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb animation_style=\u00a0\u00bbfade\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb2_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text admin_label=\u00a0\u00bbText\u00a0\u00bb module_class=\u00a0\u00bbtraining-desc-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<p>Ce cours est destin\u00e9 aux personnes responsables de l\u2019exploitation fonctionnelle d\u2019iTop dans le cadre de la gestion des services informatiques.<br \/>Vous apprendrez \u00e0:<\/p>\n<ul>\n<li>administrer iTop<\/li>\n<li>g\u00e9rer les utilisateurs<\/li>\n<li>mettre en place un service d\u2019assistance<\/li>\n<li>d\u00e9finir un catalogue de services<\/li>\n<li>utiliser les modules ITSM (incidents, demandes, probl\u00e8mes, changements)<\/li>\n<\/ul>\n<p>Vous acquerrez \u00e9galement les comp\u00e9tences n\u00e9cessaires pour suivre, mesurer et communiquer efficacement sur les activit\u00e9s de support.<br \/>La formation combine th\u00e9orie et exercices pratiques (30 %), avec des sc\u00e9narios r\u00e9els tels que la gestion d\u2019un ticket d\u2019incident depuis sa cr\u00e9ation jusqu\u2019\u00e0 sa r\u00e9solution.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbFonctionnement\u00a0\u00bb module_class=\u00a0\u00bbpadding-t-m no-padding-b\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb collapsed=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row column_structure=\u00a0\u00bb2_3,1_3&Prime; admin_label=\u00a0\u00bbRow\u00a0\u00bb module_class=\u00a0\u00bbsub-header-row\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb animation_style=\u00a0\u00bbfade\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb2_3&Prime; module_class=\u00a0\u00bbtraining-desc-col\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_cta title=\u00a0\u00bbFonctionnement<span>.<\/span>\u00a0\u00bb admin_label=\u00a0\u00bbTitle\u00a0\u00bb module_class=\u00a0\u00bbtitle-module title-size-s\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb use_background_color=\u00a0\u00bboff\u00a0\u00bb text_orientation=\u00a0\u00bbleft\u00a0\u00bb background_layout=\u00a0\u00bblight\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_cta][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb2_3,1_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb animation_style=\u00a0\u00bbfade\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb2_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_blurb title=\u00a0\u00bbM\u00e9thode d&rsquo;enseignement\u00a0\u00bb image=\u00a0\u00bbhttps:\/\/combodo.com\/wp-content\/uploads\/2025\/05\/teaching-method.svg\u00a0\u00bb alt=\u00a0\u00bbteaching-method\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbM\u00e9thode d&rsquo;enseignement\u00a0\u00bb module_class=\u00a0\u00bbcard-style training-how-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_level=\u00a0\u00bbh3&Prime; animation=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li>Approche bas\u00e9e sur des \u00e9tudes de cas<\/li>\n<li>70% de th\u00e9orie<\/li>\n<\/ul>\n<p>[\/et_pb_blurb][et_pb_blurb title=\u00a0\u00bbPublic cible\u00a0\u00bb image=\u00a0\u00bbhttps:\/\/combodo.com\/wp-content\/uploads\/2025\/05\/target-audience.svg\u00a0\u00bb alt=\u00a0\u00bbtarget-audience\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbPublic cible\u00a0\u00bb module_class=\u00a0\u00bbcard-style training-how-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_level=\u00a0\u00bbh3&Prime; animation=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li>Equipes de support IT<\/li>\n<li>Responsables du service desk<\/li>\n<li>Gestionnaires de la relation client<\/li>\n<\/ul>\n<p>[\/et_pb_blurb][et_pb_blurb title=\u00a0\u00bbPr\u00e9requis\u00a0\u00bb image=\u00a0\u00bbhttps:\/\/combodo.com\/wp-content\/uploads\/2025\/05\/prerequisites.svg\u00a0\u00bb alt=\u00a0\u00bbprerequisites\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbPr\u00e9requis\u00a0\u00bb module_class=\u00a0\u00bbcard-style training-how-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_level=\u00a0\u00bbh3&Prime; animation=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li>Connaissance basique de SQL et MySQL<\/li>\n<\/ul>\n<p>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbProgramme d\u00e9taill\u00e9\u00a0\u00bb module_class=\u00a0\u00bbpadding-t-m\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb collapsed=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row column_structure=\u00a0\u00bb2_3,1_3&Prime; admin_label=\u00a0\u00bbRow\u00a0\u00bb module_class=\u00a0\u00bbsub-header-row\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb animation_style=\u00a0\u00bbfade\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb2_3&Prime; module_class=\u00a0\u00bbtraining-desc-col\u00a0\u00bb _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_cta title=\u00a0\u00bbProgramme d\u00e9taill\u00e9<span>.<\/span>\u00a0\u00bb admin_label=\u00a0\u00bbTitle\u00a0\u00bb module_class=\u00a0\u00bbtitle-module title-size-s\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb use_background_color=\u00a0\u00bboff\u00a0\u00bb text_orientation=\u00a0\u00bbleft\u00a0\u00bb background_layout=\u00a0\u00bblight\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_cta][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb2_3,1_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb animation_style=\u00a0\u00bbfade\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb2_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_toggle title=\u00a0\u00bbIntroduction \u00e0 iTop\u00a0\u00bb toggle_icon=\u00a0\u00bb&#x4c;||divi||400&Prime; open_toggle_icon=\u00a0\u00bb&#x4b;||divi||400&Prime; admin_label=\u00a0\u00bbIntroduction \u00e0 iTop\u00a0\u00bb module_class=\u00a0\u00bbtoggle-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb title_level=\u00a0\u00bbh3&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li>Aper\u00e7u des concepts cl\u00e9s de l\u2019architecture d\u2019iTop<\/li>\n<li>Ergonomie du logiciel<\/li>\n<li>Gestion des organisations, des lieux et des contrats<\/li>\n<\/ul>\n<p>[\/et_pb_toggle][et_pb_toggle title=\u00a0\u00bbCatalogue de services\u00a0\u00bb toggle_icon=\u00a0\u00bb&#x4c;||divi||400&Prime; open_toggle_icon=\u00a0\u00bb&#x4b;||divi||400&Prime; admin_label=\u00a0\u00bbCatalogue de services\u00a0\u00bb module_class=\u00a0\u00bbtoggle-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb title_level=\u00a0\u00bbh3&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li>D\u00e9finir et structurer les services<\/li>\n<li>G\u00e9rer les engagements de niveau de service et les contrats associ\u00e9s<\/li>\n<\/ul>\n<p>[\/et_pb_toggle][et_pb_toggle title=\u00a0\u00bbMod\u00e8le de donn\u00e9es iTop\u00a0\u00bb toggle_icon=\u00a0\u00bb&#x4c;||divi||400&Prime; open_toggle_icon=\u00a0\u00bb&#x4b;||divi||400&Prime; admin_label=\u00a0\u00bbMod\u00e8le de donn\u00e9es iTop\u00a0\u00bb module_class=\u00a0\u00bbtoggle-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb title_level=\u00a0\u00bbh3&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li>Comprendre le mod\u00e8le de donn\u00e9es et y naviguer<\/li>\n<\/ul>\n<p>[\/et_pb_toggle][et_pb_toggle title=\u00a0\u00bbImport de donn\u00e9es\u00a0\u00bb toggle_icon=\u00a0\u00bb&#x4c;||divi||400&Prime; open_toggle_icon=\u00a0\u00bb&#x4b;||divi||400&Prime; admin_label=\u00a0\u00bbImport de donn\u00e9es\u00a0\u00bb module_class=\u00a0\u00bbtoggle-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb title_level=\u00a0\u00bbh3&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li data-start=\"47\" data-end=\"99\">\n<p data-start=\"49\" data-end=\"99\">Obtenir un mod\u00e8le de donn\u00e9es pour une classe<\/p>\n<\/li>\n<li data-start=\"100\" data-end=\"191\">\n<p data-start=\"102\" data-end=\"191\">R\u00e9aliser des imports de donn\u00e9es en CSV avec des r\u00e8gles de r\u00e9conciliation ou des IDs<\/p>\n<\/li>\n<li data-start=\"192\" data-end=\"232\">\n<p data-start=\"194\" data-end=\"232\">Diagnostiquer les erreurs d\u2019import<\/p>\n<\/li>\n<\/ul>\n<p>[\/et_pb_toggle][et_pb_toggle title=\u00a0\u00bbMise en place du helpdesk\u00a0\u00bb toggle_icon=\u00a0\u00bb&#x4c;||divi||400&Prime; open_toggle_icon=\u00a0\u00bb&#x4b;||divi||400&Prime; admin_label=\u00a0\u00bbMise en place du helpdesk\u00a0\u00bb module_class=\u00a0\u00bbtoggle-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb title_level=\u00a0\u00bbh3&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li>\n<div class=\"ewa-rteLine\">Gestion des incidents et des demandes de service<\/div>\n<\/li>\n<li>\n<div class=\"ewa-rteLine\">Mod\u00e8les de demandes de service et niveaux d&rsquo;approbation<\/div>\n<\/li>\n<li>\n<div class=\"ewa-rteLine\">Calcul des d\u00e9lais des accords de niveau de service<\/div>\n<\/li>\n<\/ul>\n<p>[\/et_pb_toggle][et_pb_toggle title=\u00a0\u00bbPortail utilisateur\u00a0\u00bb toggle_icon=\u00a0\u00bb&#x4c;||divi||400&Prime; open_toggle_icon=\u00a0\u00bb&#x4b;||divi||400&Prime; admin_label=\u00a0\u00bbPortail utilisateur\u00a0\u00bb module_class=\u00a0\u00bbtoggle-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb title_level=\u00a0\u00bbh3&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li>Naviguer et personnaliser le portail<\/li>\n<li>Comprendre l&rsquo;impact des choix de configuration sur l&rsquo;exp\u00e9rience utilisateur<\/li>\n<\/ul>\n<p>[\/et_pb_toggle][et_pb_toggle title=\u00a0\u00bbOQL\u00a0\u00bb toggle_icon=\u00a0\u00bb&#x4c;||divi||400&Prime; open_toggle_icon=\u00a0\u00bb&#x4b;||divi||400&Prime; admin_label=\u00a0\u00bbOQL\u00a0\u00bb module_class=\u00a0\u00bbtoggle-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb title_level=\u00a0\u00bbh3&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb title__hover_enabled=\u00a0\u00bboff|desktop\u00a0\u00bb]<\/p>\n<ul>\n<li>Ex\u00e9cution de requ\u00eates<\/li>\n<li>Utilisation du livre de requ\u00eates<\/li>\n<\/ul>\n<p>[\/et_pb_toggle][et_pb_toggle title=\u00a0\u00bbExport de donn\u00e9es en rapport Excel\u00a0\u00bb toggle_icon=\u00a0\u00bb&#x4c;||divi||400&Prime; open_toggle_icon=\u00a0\u00bb&#x4b;||divi||400&Prime; admin_label=\u00a0\u00bbExport des donn\u00e9es en rapport Excel\u00a0\u00bb module_class=\u00a0\u00bbtoggle-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb title_level=\u00a0\u00bbh3&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<ul>\n<li data-start=\"47\" data-end=\"99\">\n<p data-start=\"49\" data-end=\"99\">Exporter des donn\u00e9es sous diff\u00e9rents formats<\/p>\n<\/li>\n<li data-start=\"47\" data-end=\"99\">\n<p data-start=\"49\" data-end=\"99\">G\u00e9n\u00e9ration de rapports dynamiques dans Excel<\/p>\n<\/li>\n<\/ul>\n<p>[\/et_pb_toggle][et_pb_toggle title=\u00a0\u00bbNotifications et automatismes\u00a0\u00bb toggle_icon=\u00a0\u00bb&#x4c;||divi||400&Prime; open_toggle_icon=\u00a0\u00bb&#x4b;||divi||400&Prime; admin_label=\u00a0\u00bbNotifications et automatismes\u00a0\u00bb module_class=\u00a0\u00bbtoggle-module\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.5&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb title_level=\u00a0\u00bbh3&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb title__hover_enabled=\u00a0\u00bboff|desktop\u00a0\u00bb]<\/p>\n<ul>\n<li data-start=\"47\" data-end=\"86\">\n<p data-start=\"49\" data-end=\"86\">Configuration des notifications<\/p>\n<\/li>\n<li data-start=\"87\" data-end=\"128\">\n<p data-start=\"89\" data-end=\"128\">Gestion des demandes d\u2019approbation<\/p>\n<\/li>\n<li data-start=\"129\" data-end=\"165\">\n<p data-start=\"131\" data-end=\"165\">Auto-affectation des tickets<\/p>\n<\/li>\n<li data-start=\"166\" data-end=\"198\">\n<p data-start=\"168\" data-end=\"198\">Auto-cl\u00f4ture des tickets<\/p>\n<\/li>\n<li data-start=\"199\" data-end=\"235\">\n<p data-start=\"201\" data-end=\"235\">Cr\u00e9ation de tickets par e-mail<\/p>\n<\/li>\n<\/ul>\n<p>[\/et_pb_toggle][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_3&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Formation iTop ITSM Comprendre les concepts de base d&rsquo;iTop Apprendre \u00e0 utiliser les modules de gestion des services ITSM (Incidents, Demandes, Probl\u00e8mes, Changements) Automatiser les workflows du service support Personnaliser des tableaux de bord pour le suivi des tickets Chaque mois2 jours cons\u00e9cutifs dans vos locaux5 sessions en direct (2 heures chacune) + 4 heures [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":6551,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","footnotes":""},"class_list":["post-6901","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Formation iTop ITSM - iTop, easy service management<\/title>\n<meta name=\"description\" content=\"Apprenez \u00e0 g\u00e9rer un service desk IT efficace avec iTop. 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