{"id":6352,"date":"2023-10-26T09:04:00","date_gmt":"2023-10-26T09:04:00","guid":{"rendered":"https:\/\/itopdev.wpenginepowered.com\/itsm-software-to-support-the-creation-of-new-services\/"},"modified":"2025-12-09T14:15:10","modified_gmt":"2025-12-09T14:15:10","slug":"une-solution-itsm-agile-pour-soutenir-la-creation-de-nouveaux-services","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/itop-fr\/une-solution-itsm-agile-pour-soutenir-la-creation-de-nouveaux-services\/","title":{"rendered":"Une solution ITSM agile pour soutenir la cr\u00e9ation de nouveaux services"},"content":{"rendered":"<p><strong>Lorsqu\u2019un nouveau service IT (ou une nouvelle offre) est cr\u00e9\u00e9, c\u2019est toute une cha\u00eene de production et de fourniture de services qui est impact\u00e9e. D\u2019o\u00f9 l\u2019int\u00e9r\u00eat de choisir une solution ITSM agile pour int\u00e9grer ces \u00e9volutions et garantir la qualit\u00e9 des services fournis.<\/strong><\/p>\n<h2 class=\"wp-block-heading\">Cr\u00e9ation de nouveaux services : crash test pour la cha\u00eene de production IT<\/h2>\n<p>Une entreprise de services num\u00e9riques est r\u00e9guli\u00e8rement amen\u00e9e \u00e0 cr\u00e9er de nouvelles offres, pour satisfaire toujours mieux les besoins de ses clients, par exemple enrichir son catalogue avec diff\u00e9rents types d\u2019h\u00e9bergement cloud, ou lancer des services manag\u00e9s de cybers\u00e9curit\u00e9.<\/p>\n<p>Il en va de m\u00eame pour les DSI qui, elles aussi, font \u00e9voluer leurs services pour gagner en performance et r\u00e9pondre aux attentes des m\u00e9tiers : mont\u00e9es de version d\u2019applicatifs, services de backup sur site distant, etc.<\/p>\n<p>La cr\u00e9ation de nouveaux services engendre n\u00e9cessairement\u00a0<strong>des variations\u00a0<\/strong>en termes de processus, de pratiques internes, d\u2019organisation\u2026 et donc une adaptation du service management !<\/p>\n<p>En effet, quand le catalogue de services s\u2019\u00e9tend, il faut\u00a0<strong>se montrer suffisamment agile pour adapter la cha\u00eene de production\u00a0<\/strong>(support, niveaux d\u2019engagement, connexions avec de nouveaux outils\u2026).\u00a0<strong>La souplesse du logiciel ITSM est alors mise au d\u00e9fi.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"wp-block-heading\">Une solution ITSM agile pour soutenir la cr\u00e9ation de nouveaux services<\/h2>\n<p>Lors du lancement de nouvelles offres ou de nouveaux services, il est important de pouvoir compter sur\u00a0<strong>une solution ITSM\u00a0<\/strong>agile pour s\u2019adapter rapidement et assurer la continuit\u00e9 des services, mais aussi suffisamment structurant pour garantir leur qualit\u00e9.<\/p>\n<p>Pour les soci\u00e9t\u00e9s de services, une nouvelle offre peut impacter l\u2019environnement \u00e0 plusieurs niveaux : les composants du SI (par exemple si la nouvelle offre implique la mobilisation d\u2019une instance technique), les contrats clients (avec des r\u00e9percussions sur les modalit\u00e9s, les engagements SLA, le support\u2026) et les processus.<\/p>\n<p>L\u2019outil ITSM doit donc \u00eatre suffisamment \u201cextensible\u201d pour configurer les processus associ\u00e9s au nouveau service. Dans l\u2019exemple d\u2019une nouvelle offre d\u2019infog\u00e9rance adoss\u00e9e \u00e0 un h\u00e9bergement cloud, la solution ITSM aura \u00e0 :<\/p>\n<ul class=\"wp-block-list\">\n<li>s\u2019interfacer avec les outils d\u2019administration de la plateforme cloud, avec le monitoring du logiciel infog\u00e9r\u00e9,<\/li>\n<li>r\u00e9pertorier les composants nouveaux : instances cloud et applicatives (et leurs versions)<\/li>\n<li>d\u00e9crire les contrats correspondants et les engagements associ\u00e9s<\/li>\n<li>d\u00e9finir les op\u00e9rations \u00e0 r\u00e9aliser pour \u201cd\u00e9marrer un nouveau client\u201d<\/li>\n<li>automatiser une partie du helpdesk, par exemple en aiguillant les tickets vers une \u00e9quipe sp\u00e9cialis\u00e9e\u2026<\/li>\n<\/ul>\n<p>L\u2019exigence est de m\u00eame nature lorsque les DSI internes offrent de nouveaux services \u00e0 leurs utilisateurs m\u00e9tiers. L\u2019environnement doit \u00e9galement \u00e9voluer (\u00e9quipements, mode d\u2019h\u00e9bergement, s\u00e9curit\u00e9\u2026) et le support doit s\u2019adapter aux nouveaux types de demandes \u00e0 venir. Ici, les aspects m\u00e9tiers imposent parfois une difficult\u00e9 suppl\u00e9mentaire : par exemple si la DSI d\u2019un distributeur, en interne, d\u00e9cide d\u2019assurer de fa\u00e7on centralis\u00e9e la gestion des logiciels de caisse des magasins pour \u00e9viter la multiplication de contrats locaux. \u00a0 L\u2019ITSM doit \u00eatre agile pour s\u2019adapter parfaitement \u00e0 l\u2019activit\u00e9 de l\u2019entreprise, et cr\u00e9er l\u00e0 encore toutes les briques indispensables \u00e0 la cha\u00eene de service.<\/p>\n<p>Votre ITSM doit donc vous offrir l\u2019agilit\u00e9 n\u00e9cessaire pour\u00a0<strong>int\u00e9grer toutes les informations associ\u00e9es aux nouvelles offres. Facile \u00e0 \u201cd\u00e9clamer\u201d sur le papier, cette extensibilit\u00e9 se joue \u00e0 plusieurs niveaux :<\/strong><\/p>\n<ul class=\"wp-block-list\">\n<li>interfa\u00e7age avec d\u2019autres outils (par exemple, avec le CRM pour r\u00e9cup\u00e9rer les informations des offres commerciales li\u00e9es aux services\u2026) ;<\/li>\n<li>enrichissement et vari\u00e9t\u00e9 des composants du syst\u00e8me d\u2019information g\u00e9r\u00e9s, avec une base de donn\u00e9es (CMDB) flexible, facilitant la navigation entre composants\u00a0 ;<\/li>\n<li>personnalisation avanc\u00e9e, facilit\u00e9e par la programmation Low Code pour cr\u00e9er de nouveaux processus ou de nouvelles cat\u00e9gories de composants<\/li>\n<li>association de contrats et de SLAs \u00e0 des processus de services pour faciliter les op\u00e9rations et respecter les engagements de services ;<\/li>\n<li>automatisation de traitements de demandes d\u2019assistance pour gagner en performance op\u00e9rationnelle.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<figure class=\"wp-block-table\">\n<table>\n<tbody>\n<tr>\n<td><strong>La possibilit\u00e9 d\u2019\u00e9tablir des KPIs n\u2019est pas stricto sensu incontournable pour lancer de nouveaux services. Mais elle aidera \u00e0 juger de leur performance dans le temps, sur le plan organisationnel et \u00e9conomique. Au-del\u00e0 de la structuration de l\u2019activit\u00e9, une solution ITSM \u201cextensible\u201d pourra ainsi, gr\u00e2ce \u00e0 des indicateurs pertinents, nourrir un cercle vertueux d\u2019am\u00e9lioration continue. Ce qui n\u2019est pas le moindre de ses atouts !<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n","protected":false},"excerpt":{"rendered":"<p>When a new IT service is created, an entire service production chain is impacted. Hence the need for an agile ITSM solution.<\/p>\n","protected":false},"author":4,"featured_media":6353,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","footnotes":""},"categories":[130],"tags":[142,240],"class_list":["post-6352","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itop-fr","tag-itsm-fr","tag-personnalisation-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Un ITSM agile est essentiel pour lancer de nouveaux services<\/title>\n<meta name=\"description\" content=\"Nouveaux services, nouveaux processus : un ITSM agile est indispensable pour adapter votre cha\u00eene de production IT et garantir la qualit\u00e9.\" \/>\n<meta name=\"robots\" content=\"index, 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