{"id":6350,"date":"2023-10-24T14:05:30","date_gmt":"2023-10-24T14:05:30","guid":{"rendered":"https:\/\/itopdev.wpenginepowered.com\/itsm-software-automation-as-a-vector-of-savings\/"},"modified":"2025-12-09T14:18:03","modified_gmt":"2025-12-09T14:18:03","slug":"logiciel-itsm-les-automatisations-comme-vecteur-deconomies","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/itop-fr\/logiciel-itsm-les-automatisations-comme-vecteur-deconomies\/","title":{"rendered":"Logiciel ITSM : les automatisations comme vecteur d\u2019\u00e9conomies ?"},"content":{"rendered":"

Synonymes d\u2019efficience et de productivit\u00e9, les automatisations sont monnaie courante dans tous les processus m\u00e9tier. L\u2019ITSM n\u2019\u00e9chappe pas \u00e0 la r\u00e8gle : les fonctionnalit\u00e9s d\u2019automatisation fluidifient la gestion des services IT et simplifient le quotidien des \u00e9quipes support. D\u2019autant qu\u2019au-del\u00e0 du gain de temps, certaines automatisations ITSM permettent de gagner en comp\u00e9titivit\u00e9.\u00a0<\/strong><\/p>\n

R\u00e9duire les co\u00fbts op\u00e9rationnels<\/h2>\n

Dans le domaine IT, comme ailleurs, les automatisations visent \u00e0\u00a0d\u00e9charger les \u00e9quipes \u00a0 de certaines t\u00e2ches \u00e0 faible valeur ajout\u00e9e, chronophages, r\u00e9p\u00e9titives et\/ou redondantes<\/strong>. En ligne de mire ? Les op\u00e9rations\u00a0 pouvant\u00a0 \u00eatre d\u00e9clench\u00e9es et r\u00e9alis\u00e9es sans intervention directe d\u2019une personne.<\/p>\n

Lorsqu\u2019on parle d\u2019automatisation dans le cadre de la gestion de services IT<\/strong>, les exemples abondent. On peut ainsi automatiser la r\u00e9ponse aux utilisateurs suite \u00e0 une demande au helpdesk, la cr\u00e9ation de ticket sur alertes remont\u00e9es depuis les infrastructures (incidents, d\u00e9passement de seuils de capacit\u00e9), l\u2019attribution d\u2019un ticket \u00e0 un agent ou une \u00e9quipe, l\u2019ajout d\u2019informations lors de la cr\u00e9ation d\u2019un ticket (nom de l\u2019utilisateur, mat\u00e9riel utilis\u00e9, logiciels install\u00e9s, etc.), les notifications li\u00e9es aux changements, mises \u00e0 jour,\u00a0jusqu\u2019au traitement de demandes simples (achats, perte de mot de passe)<\/strong>\u2026<\/p>\n

Ces automatisations aident toutes \u00e0 r\u00e9duire les co\u00fbts op\u00e9rationnels. Elles\u00a0minimisent en effet les interventions des \u00e9quipes dans l\u2019ex\u00e9cution de t\u00e2ches r\u00e9p\u00e9titives<\/strong>. Elles am\u00e9liorent aussi la fiabilit\u00e9 et la performance du service\u00a0 : r\u00e9duction\u00a0 du\u00a0 risque d\u2019erreur li\u00e9es \u00e0 des saisies\u00a0 multiples, limitation du temps pass\u00e9 \u00e0 rechercher ou v\u00e9rifier des informations,\u00a0 surveillance en continu de param\u00e8tres critiques\u2026<\/p>\n

Le logiciel ITSM joue donc un r\u00f4le central<\/strong>\u00a0dans la mise en \u0153uvre de ces traitements automatis\u00e9s au sein des \u00e9quipes de production IT. L\u2019ouverture du logiciel, sa capacit\u00e9 \u00e0 s\u2019interconnecter avec d\u2019autres outils, ses possibilit\u00e9s de mod\u00e9lisation des processus sont d\u00e9terminantes. Elles conditionnent les gains op\u00e9rationnels accessibles par le biais d\u2019automatisations.<\/p>\n

\n

Quelques exemples d\u2019automatisations ITSM<\/h2>\n

La supervision<\/strong><\/h3>\n

L\u2019un des premiers leviers \u00e0 actionner pour\u00a0augmenter la comp\u00e9titivit\u00e9 de vos services IT<\/strong>, c\u2019est l\u2019automatisation de la supervision du parc informatique. Pour ce faire, vous pouvez interconnecter votre outil de supervision \u00e0 votre solution ITSM (cela est souvent possible via API). De cette fa\u00e7on,\u00a0vous serez alert\u00e9 automatiquement en cas d\u2019incidents<\/strong>, sans intervention humaine, et donc sans ressaisie, souvent source de perte de temps, voire d\u2019erreur. Les alertes automatiques facilitent et fiabilisent la supervision. Certaines entreprises assurent ainsi une\u00a0gestion int\u00e9gr\u00e9e de leurs ressources IT<\/a>.<\/p>\n

Le d\u00e9ploiement d\u2019un serveur<\/strong><\/h3>\n

Votre logiciel ITSM peut \u00e9galement aider \u00e0\u00a0automatiser des processus simples<\/strong>, comme la mise en production d\u2019un serveur. Comment cela fonctionne\u00a0 ? \u00c0 la r\u00e9ception d\u2019une demande de connexion d\u2019un nouveau serveur, un workflow d\u2019actions automatis\u00e9es initialisera l\u2019\u00e9quipement (OS, r\u00e9seau, logiciels). Tout simplement. Avec iTop, vous pouvez m\u00eame automatiser la cr\u00e9ation et description compl\u00e8te du composant \u201cserveur\u201d dans la CMDB (lien vers Billet #2), ainsi que\u00a0 sa mise en supervision et ses sauvegardes.<\/p>\n

La r\u00e9solution d\u2019incidents r\u00e9currents<\/strong><\/h3>\n

Avec un outil ITSM performant, vous pouvez analyser les types d\u2019incidents recens\u00e9s et\u00a0automatiser leur traitement.\u00a0<\/strong>Cela peut consister en\u00a0l\u2019envoi d\u2019un formulaire de saisie d\u00e9di\u00e9\u00a0<\/strong>pour documenter le probl\u00e8me avant de prendre en charge sa r\u00e9solution. Ce formulaire contiendra ainsi les informations n\u00e9cessaires pour d\u00e9clencher une ou plusieurs actions curatives automatiques.<\/p><\/blockquote>\n

Staffer les \u00e9quipes en fonction des besoins r\u00e9els<\/h2>\n

L\u2019automatisation permise par les outils ITSM permet de\u00a0d\u00e9velopper les capacit\u00e9s de production de services,\u00a0<\/strong>en d\u00e9lestant les \u00e9quipes d\u2019un certain nombre d\u2019op\u00e9rations.<\/p>\n

Elle\u00a0aide donc staffer les \u00e9quipes support au plus juste.\u00a0<\/strong>Automatiser certaines t\u00e2ches permet en effet d\u2019envisager la croissance d\u2019un service ou d\u2019un centre de production IT sans augmenter les effectifs de fa\u00e7on lin\u00e9aire.<\/p>\n

Par ailleurs, une solution ITSM performante offre tous les indicateurs (voir billet #4) pour mesurer l\u2019impact de l\u2019automatisation et anticiper les besoins en ressources. Nombre de tickets trait\u00e9s, nombre de probl\u00e8mes g\u00e9n\u00e9r\u00e9s par tel \u00e9quipement, respect des SLA, temps de r\u00e9solution moyen\u2026Vous pouvez\u00a0croiser les informations<\/strong>\u00a0\u2013 sous forme de rapports eux-m\u00eames automatis\u00e9s \u2013 pour d\u00e9tecter des opportunit\u00e9s d\u2019automatisation ou confirmer la n\u00e9cessit\u00e9 d\u2019un recrutement. L\u2019outil ITSM contribue ainsi \u00e0 une ma\u00eetrise\u00a0 des co\u00fbts au plus juste.<\/p>\n

Automatiser les t\u00e2ches de gestion IT gr\u00e2ce \u00e0 un logiciel ITSM engendre donc des b\u00e9n\u00e9fices mesurables : gains de temps, de productivit\u00e9, d\u2019efficacit\u00e9, de fiabilit\u00e9\u2026 Et au-del\u00e0 de la performance op\u00e9rationnelle, ces automatisations sont d\u2019autant plus appr\u00e9ciables qu\u2019elles se traduisent sur le plan \u00e9conomique !\u00a0Faites le test avec iTop !<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Synonymes d\u2019efficience et de productivit\u00e9, les automatisations sont monnaie courante dans tous les processus m\u00e9tier. L\u2019ITSM n\u2019\u00e9chappe pas \u00e0 la r\u00e8gle : les fonctionnalit\u00e9s d\u2019automatisation fluidifient la gestion des services IT et simplifient le quotidien des \u00e9quipes support. D\u2019autant qu\u2019au-del\u00e0 du gain de temps, certaines automatisations ITSM permettent de gagner en comp\u00e9titivit\u00e9.\u00a0 R\u00e9duire les co\u00fbts […]<\/p>\n","protected":false},"author":29,"featured_media":6351,"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":[131,152],"class_list":["post-6350","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itop-fr","tag-automation-fr","tag-fonctionnalites"],"acf":[],"yoast_head":"\nAutomatisation ITSM : un levier cl\u00e9 pour r\u00e9duire les co\u00fbts IT<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment l\u2019automatisation ITSM r\u00e9duit les co\u00fbts, fluidifie le support et am\u00e9liore la comp\u00e9titivit\u00e9. 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