{"id":6345,"date":"2021-12-15T14:50:41","date_gmt":"2021-12-15T14:50:41","guid":{"rendered":"https:\/\/itopdev.wpenginepowered.com\/?p=6345"},"modified":"2025-12-09T13:28:05","modified_gmt":"2025-12-09T13:28:05","slug":"gestion-de-centre-de-services-6-outils-cles","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/itop-fr\/gestion-de-centre-de-services-6-outils-cles\/","title":{"rendered":"Gestion de centre de services : 6 outils cl\u00e9s"},"content":{"rendered":"<p><strong>Les centres de services des ESN offrent une alternative efficace aux prestations traditionnelles en r\u00e9gie, en regroupant des ressources sp\u00e9cialis\u00e9es sur une technologie ou un secteur d\u2019activit\u00e9. Tout le monde y gagne : la gestion de centre de services permet de r\u00e9duire les co\u00fbts pour les clients et d\u2019am\u00e9liorer la r\u00e9activit\u00e9 et la rentabilit\u00e9 des ESN en mutualisant certains profils sur plusieurs projets. Cependant, pour maximiser leur efficacit\u00e9, ces centres de services doivent \u00eatre \u00e9quip\u00e9s d\u2019un ensemble d\u2019outils performants.<\/strong><\/p>\n<h2>1-Outil de ticketing pour le centre de services<\/h2>\n<p>Un outil de ticketing permet de<b>\u00a0mod\u00e9liser la mani\u00e8re dont on va g\u00e9rer les diff\u00e9rents processus dans la cha\u00eene de production,\u00a0<\/b>afin de visualiser :<\/p>\n<ul>\n<li>les incidents,<\/li>\n<li>les demandes utilisateurs,<\/li>\n<li>les changements,<\/li>\n<li>les mises en production,<\/li>\n<li>les probl\u00e8mes.<\/li>\n<\/ul>\n<p>La solution de ticketing permet de contr\u00f4ler et de fluidifier les processus humains, qui impliquent les \u00e9quipes, les sous-traitants, les partenaires ou m\u00eame les clients. L\u2019outil\u00a0<b>centralise\u00a0<\/b>l\u2019ensemble des sollicitations que peut recevoir une ESN et\u00a0<b>industrialise\u00a0<\/b>ainsi les processus (approbation, demandes entrantes\u2026).<\/p>\n<h3>Le conseil de Combodo :<\/h3>\n<p>Un bon\u00a0<b>outil de ticketing\u00a0<\/b>devra permettre de g\u00e9rer autant de processus que n\u00e9cessaire et devra s\u2019adapter au mode de fonctionnement du centre de services.\u00a0<b>Un outil con\u00e7u pour les ESN sera requis pour gagner en efficacit\u00e9.<\/b>\u00a0iTop, par exemple, permet d\u2019afficher le back office complet aux administrateurs du centre de services, et un front office ergonomique aux clients, qui ne voient que l\u2019information qui les concerne.<\/p>\n<h2>2. Portail self-service dans le centre de services<\/h2>\n<p>Un <b>portail self-service<\/b>\u00a0est une application qui permet aux salari\u00e9s et\/ou aux clients du centre de services de faire eux-m\u00eames leur demande de service, sans l\u2019intervention d\u2019un technicien IT. De fait, le portail self-service sert notamment de \u201cvitrine\u201d pour interagir avec les clients. Les ESN entendent ainsi fournir une exp\u00e9rience am\u00e9lior\u00e9e en termes de service et de support.<\/p>\n<p><b>Le portail self-service permet en outre d\u2019all\u00e9ger les pressions que subissent les centres de services<\/b>, de toujours devoir \u201cfaire plus avec moins\u201d ou \u00eatre toujours \u201con-line\u201d : celui-ci aide \u00e0<b>\u00a0r\u00e9duire certains co\u00fbts tout en augmentant la satisfaction client.<\/b><\/p>\n<h3>Le conseil de Combodo :<\/h3>\n<p>L\u2019interface de la plateforme self-service fait\u00a0<b>le lien entre le prestataire informatique et son client<\/b>\u00a0: il doit \u00eatre simple et lisible par tous. Les clients des ESN ne sont pas toujours tr\u00e8s \u00e0 l\u2019aise avec le digital, il n\u2019est pas question de leur donner acc\u00e8s \u00e0 un back-end complexe. Ils ne doivent voir que l\u2019information qui les concerne. Pour cela, mieux vaut opter pour<b>\u00a0une application web responsive disponible sur tout support<\/b>. Simple, souple et ergonomique. Une solution comme iTop permet de mettre en oeuvre plusieurs types de portails de services : portail client, portail partenaire\/sous-traitant, portail informaticiens\/h\u00e9bergeurs\u2026<\/p>\n<h2>3. CMDB: R\u00e9f\u00e9rentiel commun pour le centre de services<\/h2>\n<p>Commun\u00e9ment appel\u00e9e\u00a0<b>CMDB\u00a0<\/b>(configuration management database), la base de donn\u00e9es de gestion de configuration est un<b>\u00a0r\u00e9f\u00e9rentiel commun<\/b>\u00a0regroupant les composants d\u2019un syst\u00e8me informatique. En d\u2019autres termes, ce r\u00e9f\u00e9rentiel permet de partager l\u2019ensemble des informations concernant les infrastructures du centre de services. Ces derni\u00e8res \u00e9tant essentielles \u00e0 la mise en oeuvre des services fournis aux clients, il est important de les documenter dans un r\u00e9f\u00e9rentiel commun (outil CMDB) pour comprendre rapidement les relations entre les composants et pouvoir agir dessus.\u00a0<b>La gestion des relations entre composants donne de l\u2019intelligence \u00e0 la CMDB<\/b>, qui est bien plus qu\u2019un simple syst\u00e8me d\u2019inventaire ou de gestion d\u2019assets.<\/p>\n<p>Le r\u00e9f\u00e9rentiel commun permet tout simplement aux centres de services des ESN d\u2019obtenir\u00a0<b>une vision claire et en temps r\u00e9el des d\u00e9pendances entre les composants et d\u2019\u00e9valuer l\u2019impact d\u2019un \u00e9v\u00e9nement touchant un composant sur les services<\/b>.<\/p>\n<h3>Le conseil de Combodo pour la gestion du centre de services :<\/h3>\n<p>L\u2019id\u00e9al est de mettre en place un r\u00e9f\u00e9rentiel commun\u00a0<b>facilement param\u00e9trable et p\u00e9renne dans le temps<\/b>. Certains syst\u00e8mes doivent \u00eatre param\u00e9tr\u00e9s \u00e0 nouveau apr\u00e8s chaque mont\u00e9e de version. Ce n\u2019est pas acceptable sous peine de perdre en rentabilit\u00e9 ! Avec iTop, les personnalisations mises en place dans l\u2019outil restent valides apr\u00e8s les mises \u00e0 jour, et \u00e0 tout moment.<\/p>\n<p>De plus, l\u2019<b>outil de CMDB<\/b>\u00a0iTop est int\u00e9gr\u00e9 au syst\u00e8me de ticketing pour faciliter l\u2019analyse. Son puissant moteur d\u2019analyse d\u2019impact identifie automatiquement les impacts d\u2019un incident X survenu sur un composant Y. Il trouve les autres composants concern\u00e9s, liste les services, applications et contrats touch\u00e9s\u2026 Cela permet\u00a0<b>d\u2019informer les clients de mani\u00e8re proactive\u00a0<\/b>: personne ne perd de temps \u00e0 \u00e9valuer les cons\u00e9quences d\u2019un incident ou d\u2019une demande, elles sont imm\u00e9diatement connues !<\/p>\n<h2>4. Une base de connaissances<\/h2>\n<p>Une base de connaissances informatique bien construite, partag\u00e9e et r\u00e9ellement utilis\u00e9e aidera les utilisateurs finaux \u00e0 \u00eatre plus actifs dans la r\u00e9solution des probl\u00e9matiques rencontr\u00e9es. Foires aux questions (FAQ) et autres \u201chow to\u201d permettent de documenter les proc\u00e9dures afin de <b>pallier le manque de connaissance en interne comme chez les clients des ESN (<\/b>incidents r\u00e9p\u00e9titifs qui deviennent des probl\u00e8mes, turnover \u00e9lev\u00e9 au sein du centre de services\u2026).<\/p>\n<h3>Le conseil de Combodo :<\/h3>\n<p>Id\u00e9alement, il est int\u00e9ressant de lier la base de connaissance aux \u00e9l\u00e9ments de CMDB, comme le permet iTop. Cela permet de g\u00e9n\u00e9rer de la documentation sur l\u2019ensemble du r\u00e9f\u00e9rentiel commun.<\/p>\n<h2>5. Une solution d\u2019automatisation<\/h2>\n<p>Dans les centres de services des ESN, l\u2019automatisation de certaines t\u00e2ches n\u2019est plus une option pour r\u00e9duire le temps d\u2019ex\u00e9cution, augmenter le ROI ou encore diminuer les co\u00fbts. On peut ainsi syst\u00e9matiquement associer des traitements\u00a0 \u00e0 des \u00e9v\u00e9nements-types :<\/p>\n<ul>\n<li>gestion automatique des\u00a0<b>r\u00e8gles d\u2019approbation<\/b>,<\/li>\n<li>affectation automatique de\u00a0<b>tickets\u00a0<\/b>au service r\u00e9f\u00e9rent,<\/li>\n<li>notification automatique de<b>\u00a0renouvellement de contrat ou expiration de licence,<\/b><\/li>\n<li>rappel automatique (alarme) du\u00a0<b>temps de r\u00e9solution d\u2019un ticket<\/b>\u00a0pour respecter l\u2019engagement\u2026<\/li>\n<\/ul>\n<h3>Le conseil de Combodo :<\/h3>\n<p><b>Choisir un syst\u00e8me \u201cpr\u00e9-c\u00e2bl\u00e9\u201d et param\u00e9trable\u00a0<\/b>offrant un ensemble de personnalisations par d\u00e9faut, h\u00e9rit\u00e9es des bonnes pratiques m\u00e9tier, qui facilitent la mise en place des automatisations.<\/p>\n<h2>6. Des interconnexions simples entre tous ces outils<\/h2>\n<p>Pour optimiser l\u2019organisation et la performance du centre de services,<b>\u00a0tous les outils mis en place doivent pouvoir communiquer entre eux<\/b>. Par exemple, l\u2019outil de service management doit pouvoir s\u2019interfacer avec le CRM, l\u2019annuaire de l\u2019entreprise ou encore une solution de BI.<\/p>\n<p>Il est pr\u00e9f\u00e9rable de miser sur des solutions qui s\u2019interfacent avec d\u2019autres syst\u00e8mes. L\u2019\u00e9change de tickets entre des syst\u00e8mes diff\u00e9rents, s\u2019il est facile \u00e0 mettre en place, est un plus.<\/p>\n<h3>Le conseil (final) de Combodo pour les centres de services :<\/h3>\n<p>Chaque ESN est unique et m\u00e9rite\u00a0<b>un outil de production \u201csur-mesure\u201d<\/b>, permettant de disposer des fonctionnalit\u00e9s les plus en ad\u00e9quation avec leurs besoins. iTop leur permet d\u2019avoir leur propre solution de\u00a0<b>service management<\/b>, avec une personnalisation pouss\u00e9e \u00e0 leurs offres de services et leur mode de fonctionnement.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les centres de services des ESN offrent une alternative efficace aux prestations traditionnelles en r\u00e9gie, en regroupant des ressources sp\u00e9cialis\u00e9es sur une technologie ou un secteur d\u2019activit\u00e9. Tout le monde y gagne : la gestion de centre de services permet de r\u00e9duire les co\u00fbts pour les clients et d\u2019am\u00e9liorer la r\u00e9activit\u00e9 et la rentabilit\u00e9 des [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":6346,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","footnotes":""},"categories":[130],"tags":[136,139],"class_list":["post-6345","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itop-fr","tag-esn-fr","tag-helpdesk-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Gestion de centre de services : 6 outils cl\u00e9s - iTop<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/combodo.com\/fr\/itop-fr\/gestion-de-centre-de-services-6-outils-cles\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gestion de centre de services : 6 outils cl\u00e9s - iTop\" \/>\n<meta property=\"og:description\" content=\"Les centres de services des ESN offrent une alternative efficace aux prestations traditionnelles en r\u00e9gie, en regroupant des ressources sp\u00e9cialis\u00e9es sur une technologie ou un secteur d\u2019activit\u00e9. Tout le monde y gagne : la gestion de centre de services permet de r\u00e9duire les co\u00fbts pour les clients et d\u2019am\u00e9liorer la r\u00e9activit\u00e9 et la rentabilit\u00e9 des [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/combodo.com\/fr\/itop-fr\/gestion-de-centre-de-services-6-outils-cles\/\" \/>\n<meta property=\"og:site_name\" content=\"iTop\" \/>\n<meta property=\"article:published_time\" content=\"2021-12-15T14:50:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-09T13:28:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/combodo.com\/wp-content\/uploads\/2020\/07\/AdobeStock_301701619-scaled-1.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1709\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Benjamin Planque\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Benjamin Planque\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/combodo.com\\\/fr\\\/itop-fr\\\/gestion-de-centre-de-services-6-outils-cles\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/combodo.com\\\/fr\\\/itop-fr\\\/gestion-de-centre-de-services-6-outils-cles\\\/\"},\"author\":{\"name\":\"Benjamin Planque\",\"@id\":\"https:\\\/\\\/combodo.com\\\/#\\\/schema\\\/person\\\/57ab089b710ff99a1a8807c29c62d843\"},\"headline\":\"Gestion de centre de services : 6 outils cl\u00e9s\",\"datePublished\":\"2021-12-15T14:50:41+00:00\",\"dateModified\":\"2025-12-09T13:28:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/combodo.com\\\/fr\\\/itop-fr\\\/gestion-de-centre-de-services-6-outils-cles\\\/\"},\"wordCount\":1240,\"publisher\":{\"@id\":\"https:\\\/\\\/combodo.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/combodo.com\\\/fr\\\/itop-fr\\\/gestion-de-centre-de-services-6-outils-cles\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/combodo.com\\\/wp-content\\\/uploads\\\/2020\\\/07\\\/AdobeStock_301701619-scaled-1.jpeg\",\"keywords\":[\"ESN\",\"Helpdesk\"],\"articleSection\":[\"iTop\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/combodo.com\\\/fr\\\/itop-fr\\\/gestion-de-centre-de-services-6-outils-cles\\\/\",\"url\":\"https:\\\/\\\/combodo.com\\\/fr\\\/itop-fr\\\/gestion-de-centre-de-services-6-outils-cles\\\/\",\"name\":\"Gestion de centre de services : 6 outils cl\u00e9s - 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