{"id":6354,"date":"2024-04-29T14:44:51","date_gmt":"2024-04-29T14:44:51","guid":{"rendered":"https:\/\/itopdev.wpenginepowered.com\/12-cases-cost-reduction-itop\/"},"modified":"2025-12-09T13:55:49","modified_gmt":"2025-12-09T13:55:49","slug":"12-cas-concrets-de-reduction-des-couts-it-avec-itop","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/itop-fr\/12-cas-concrets-de-reduction-des-couts-it-avec-itop\/","title":{"rendered":"12 cas concrets de r\u00e9duction des co\u00fbts IT avec iTop"},"content":{"rendered":"<p><strong>Le d\u00e9ploiement d\u2019un outil ITSM aide \u00e0 ma\u00eetriser et r\u00e9duire les co\u00fbts du service informatique.\u00a0Illustration avec 12 cas d\u2019usages tr\u00e8s concrets\u00a0de la solution iTop.<\/strong><\/p>\n<h2>Traquer les ressources inexploit\u00e9es<\/h2>\n<p>L\u2019outil ITSM iTop dispose d\u2019une CMDB qui d\u00e9crit l\u2019ensemble des actifs informatiques et leur usage. Avec cette fonction d\u2019inventaire,<strong>\u00a0la CMDB aide \u00e0 identifier les ressources inexploit\u00e9es<\/strong>, qu\u2019il s\u2019agisse de logiciels, de mat\u00e9riels informatiques ou de stockage, ou encore d\u2019instances cloud. Mieux : dans le cas d\u2019un centre de production de services IT, la CMDB lie les ressources informatiques aux contrats clients. Les \u00e9quipements sous-exploit\u00e9s ou non rattach\u00e9s \u00e0 un contrat peuvent \u00eatre d\u00e9busqu\u00e9s. De quoi alimenter un plan de rationalisation des moyens avec des \u00e9conomies \u00e0 l\u2019arriv\u00e9e (contrats de maintenance compris !).<\/p>\n<p>Le suivi des ressources donne aussi la possibilit\u00e9 d\u2019<strong>anticiper les besoins et ainsi de ma\u00eetriser les d\u00e9penses futures<\/strong>. La CMDB d\u2019iTop int\u00e8gre la gestion du cycle de vie des actifs informatiques. Elle remonte ainsi les \u00e9ch\u00e9ances de licence ou de maintenance, les fins de contrat\u2026 afin de pr\u00e9voir le plus pr\u00e9cis\u00e9ment possible le budget n\u00e9cessaire.<\/p>\n<p>iTop dispose d\u2019<strong>extensions propres \u00e0 la gestion de Datacenters<\/strong>\u00a0: configuration de racks, d\u2019armoires, de leur occupation avec vue avant\/arri\u00e8re. Ces extensions fournissent diff\u00e9rents indicateurs : taux d\u2019occupation, consommation \u00e9lectrique, slots r\u00e9serv\u00e9s\u2026 Autant de KPIs pr\u00e9cieux pour optimiser les infrastructures en Datacenters et am\u00e9liorer leur rentabilit\u00e9 avec des objectifs d\u2019utilisation \u00e0 pleine capacit\u00e9, de r\u00e9duction de consommation \u00e9nerg\u00e9tique, etc.<\/p>\n<h2 class=\"wp-block-heading\">Editions logicielles et service \u00e0 co\u00fbts ma\u00eetris\u00e9s\u2026<\/h2>\n<p class=\"wp-block-heading\">iTop est disponible en plusieurs \u00e9ditions.\u00a0 L\u2019\u00e9dition \u201cCommunity\u201d est une solution\u00a0<strong>open source fonctionnelle et gratuite<\/strong>\u00a0avec nombre d\u2019utilisateurs illimit\u00e9. Par ailleurs, la communaut\u00e9 iTop partage et donne\u00a0<a href=\"https:\/\/www.itophub.io\/\">acc\u00e8s \u00e0 des ressources compl\u00e9mentaires<\/a>\u00a0\u00e0 co\u00fbts limit\u00e9s, voire nuls.<\/p>\n<p>Combodo, \u00e9diteur d\u2019iTop, propose des \u00e9ditions plus compl\u00e8tes sous forme de package produit \u00e9tendu, assorti d\u2019une souscription de service annuel avec des engagements pr\u00e9cis et un volume d\u2019heures de support pr\u00e9d\u00e9termin\u00e9.\u00a0<strong>Le co\u00fbt n\u2019est pas li\u00e9 au nombre d\u2019utilisateurs.\u00a0<\/strong>L\u2019investissement est donc connu \u00e0 l\u2019avance et ma\u00eetris\u00e9. De quoi plafonner le montant de la facture consacr\u00e9e \u00e0 une solution ITSM.<\/p>\n<p>Le recours au SaaS est une autre fa\u00e7on de limiter les d\u00e9penses. Ce mod\u00e8le \u00e9vite les co\u00fbts d\u2019infrastructure et d\u2019exploitation li\u00e9s au d\u00e9ploiement d\u2019un logiciel. <a href=\"https:\/\/www.itop-saas.com\/en\/\" target=\"_blank\" rel=\"noreferrer noopener\">En version SaaS<\/a>, iTop est bas\u00e9 sur un iTop Open Source, avec l\u2019esprit de transparence et d\u2019ouverture qui le caract\u00e9rise. Logiquement, iTop SaaS est disponible avec un<strong>\u00a0premier niveau \u00e0 co\u00fbt z\u00e9ro.\u00a0<\/strong><\/p>\n<h2 class=\"wp-block-heading\">Des automatisations pouss\u00e9es pour optimiser le HelpDesk<\/h2>\n<p class=\"wp-block-heading\">iTop offre diverses possibilit\u00e9s d\u2019automatisation, intrins\u00e8ques ou en lien avec d\u2019autres outils. Par exemple, les alertes remont\u00e9es des outils de supervision peuvent\u00a0<strong>g\u00e9n\u00e9rer automatiquement<\/strong>\u00a0<strong>des tickets\u00a0<\/strong>et les documenter, avant leur prise en compte par les \u00e9quipes support. De telles automatisations lib\u00e8rent les \u00e9quipes d\u2019exploitation de t\u00e2ches sans valeur ajout\u00e9e et r\u00e9duisent le risque d\u2019erreurs.<\/p>\n<p class=\"wp-block-heading\">Dans la m\u00eame veine, iTop peut, sans intervention humaine, prioriser les tickets\u00a0<strong>en fonction d\u2019engagements de prise en charge et de r\u00e9solution.\u00a0<\/strong>Dans un centre de production d\u2019une ESN, les tickets seront ainsi pr\u00e9-tri\u00e9s selon les SLAs des contrats\u00a0clients. Une approche \u00e9galement applicable au sein d\u2019une DSI, avec une priorisation en fonction de la criticit\u00e9 des syst\u00e8mes ou des applicatifs concern\u00e9s.<\/p>\n<p class=\"wp-block-heading\">Autre possibilit\u00e9 : l\u2019outil ITSM permet l\u2019<strong>affectation automatique des tickets \u00e0 l\u2019\u00e9quipe ou \u00e0 l\u2019agent responsable<\/strong>, selon la nature de l\u2019incident, le composant ou le client concern\u00e9. Cette automatisation permet de traiter les tickets plus efficacement, sans intervention humaine et d\u2019optimiser le service du Helpdesk.<\/p>\n<h2 class=\"wp-block-heading\">Des KPIs pour am\u00e9liorer la production et le support IT<\/h2>\n<p class=\"wp-block-heading\">iTop fournit un \u00e9ventail de KPIs utiles pour am\u00e9liorer la performance des DSI et des centres de services IT. Temps pass\u00e9 par ticket, d\u00e9lai de r\u00e9ponse, enqu\u00eates de satisfaction utilisateurs\u2026<strong>\u00a0Les indicateurs relatifs aux traitements des tickets<\/strong>\u00a0donnent des informations tangibles sur l\u2019efficacit\u00e9 du HelpDesk. Leur analyse apporte des pistes pour ajuster les ressources des \u00e9quipes support, faire \u00e9voluer les canaux de contact disponibles (par exemple en d\u00e9ployant un chatbot et une base de connaissances, un couplage t\u00e9l\u00e9phonie-informatique, un LiveChat).\u00a0 Dans le cas d\u2019un centre de services, l\u2019analyse des indicateurs met les ressources consomm\u00e9es en regard des revenus li\u00e9s aux contrats des clients. De quoi d\u00e9tecter certaines d\u00e9rives et am\u00e9liorer la rentabilit\u00e9, en adaptant les ressources\u2026\u00a0 ou les prix.<\/p>\n<p class=\"wp-block-heading\">L\u2019outil iTop d\u00e9livre des\u00a0<strong>rapports statistiques analysant la nature des incidents trait\u00e9s<\/strong>. L\u2019exploitation de ces chiffres met en exergue les composants les plus d\u00e9fectueux, les d\u00e9fauts chroniques. De quoi alimenter des d\u00e9cisions de rationalisation budg\u00e9taire : changement du mat\u00e9riel, maintenance pr\u00e9ventive, mise en place de proc\u00e9dures de surveillance cibl\u00e9es et automatiques\u2026<\/p>\n<p class=\"wp-block-heading\">iTop g\u00e9n\u00e8re \u00e9galement des\u00a0<strong>tableaux de bords<\/strong>\u00a0utiles pour les revues de projets, notamment entre les centres de services IT et leurs clients. Outre le fait d\u2019\u00eatre des \u00e9l\u00e9ments de discussions factuels, ces tableaux de bords aident \u00e0 calibrer au plus juste les moyens d\u00e9ploy\u00e9s dans le cadre d\u2019un contrat, ou \u00e0 re-n\u00e9gocier des conditions commerciales sur des bases concr\u00e8tes. Ils visent \u00e0 obtenir la meilleure ad\u00e9quation entre co\u00fbts de production et services rendus et, bien s\u00fbr, \u00e0 ma\u00eetriser les marges financi\u00e8res.<\/p>\n<p class=\"wp-block-heading\">Ces exemples en donnent la preuve : un outil ITSM comme iTop aide \u00e0 r\u00e9duire les co\u00fbts de production IT de fa\u00e7on directe (d\u00e9ploiement de l\u2019outil, d\u00e9tection de mat\u00e9riels sous-utilis\u00e9s) ou indirecte (efficacit\u00e9 op\u00e9rationnelle et commerciale). Ouvert (via des API ou des collecteurs), automatisable et personnalisable (via l\u2019ITSM Designer), iTop offre un potentiel d\u2019optimisation des processus de production et de support informatique quasi sans limites.\u00a0Un vrai plus \u00e0 l\u2019heure o\u00f9 la ma\u00eetrise des co\u00fbts s\u2019impose comme une priorit\u00e9 au sein des DSI et des centres de services IT.<\/p>\n<div class=\"rp4wp-related-posts\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Le d\u00e9ploiement d\u2019un outil ITSM aide \u00e0 ma\u00eetriser et r\u00e9duire les co\u00fbts du service informatique.\u00a0Illustration avec 12 cas d\u2019usages tr\u00e8s concrets\u00a0de la solution iTop. Traquer les ressources inexploit\u00e9es L\u2019outil ITSM iTop dispose d\u2019une CMDB qui d\u00e9crit l\u2019ensemble des actifs informatiques et leur usage. Avec cette fonction d\u2019inventaire,\u00a0la CMDB aide \u00e0 identifier les ressources inexploit\u00e9es, qu\u2019il [&hellip;]<\/p>\n","protected":false},"author":29,"featured_media":6355,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"<!-- wp:paragraph -->\r\n<p><strong>Deploying an ITSM tool helps manage and reduce IT costs. An illustration with 12 very real use cases of the iTop solution.<\/strong><\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:heading -->\r\n<h2 class=\"wp-block-heading\">Tracking untapped resources<\/h2>\r\n<!-- \/wp:heading -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>The iTop ITSM tool has a CMDB (Configuration Management DataBase) that describes all IT assets and their uses. With this inventory feature, <strong>the CMDB helps identify untapped assets,<\/strong> whether it's software, hardware, storage, or cloud instances. Even better: in the case of an IT service production center, the CMDB links IT resources to customer contracts. Equipment that is underutilized or not linked to a contract can be detected; enough to feed a plan to rationalize resources with savings on arrival (including maintenance contracts!).<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:media-text {\"mediaId\":2461,\"mediaLink\":\"https:\/\/blog.combodo.com\/?attachment_id=2461\",\"mediaType\":\"image\",\"mediaWidth\":31} -->\r\n<div class=\"wp-block-media-text is-stacked-on-mobile\" style=\"grid-template-columns:31% auto\"><figure class=\"wp-block-media-text__media\"><img src=\"https:\/\/blog.combodo.com\/wp-content\/uploads\/2023\/07\/unnamed.jpg\" alt=\"Ma\u00eetrise des d\u00e9penses\" class=\"wp-image-2461 size-full\"\/><\/figure><div class=\"wp-block-media-text__content\"><!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>The monitoring of resources also gives the possibility to <strong>anticipate needs and thus control future expenditure<\/strong>. iTop's CMDB integrates IT asset lifecycle management. It thus raises the license or maintenance deadlines, the end of the contract\u2026 in order to plan the necessary budget as accurately as possible.<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list --><\/div><\/div>\r\n<!-- \/wp:media-text -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>iTop has<strong> specific extensions for managing Datacenters<\/strong>: configuration of racks, cabinets, their occupation with front\/rear view. These extensions provide different indicators: occupancy rate, power consumption, reserved slots\u2026 As many valuable KPIs to optimize infrastructures in Datacenters and improve their profitability with objectives of full capacity utilization, reduction of energy consumption, etc.<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:heading -->\r\n<h2 class=\"wp-block-heading\">Software editions and service at controlled costs<\/h2>\r\n<!-- \/wp:heading -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>iTop is available in several editions. The \"Community\" edition is a functional and free open source solution with unlimited number of users. In addition, the iTop community shares and provides <a href=\"https:\/\/www.itophub.io\/\">access to additional resources<\/a> at limited or no cost.\u00a0<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>Combodo, the publisher of iTop, offers more complete editions as an extended product package, with an annual service subscription with specific commitments and a predetermined volume of support hours. <strong>The cost is not related to the number of users.<\/strong>The investment is therefore known in advance and controlled. Enough to cap the amount of the invoice devoted to an ITSM solution.<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:media-text {\"mediaPosition\":\"right\",\"mediaId\":2678,\"mediaLink\":\"https:\/\/blog.combodo.com\/?attachment_id=2678\",\"mediaType\":\"image\",\"mediaWidth\":33} -->\r\n<div class=\"wp-block-media-text has-media-on-the-right is-stacked-on-mobile\" style=\"grid-template-columns:auto 33%\"><div class=\"wp-block-media-text__content\"><!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>The use of SaaS is another way to limit expenses. This model avoids the infrastructure and operating costs of deploying software. <a href=\"https:\/\/www.itop-saas.com\/en\/\" target=\"_blank\" rel=\"noreferrer noopener\">In the SaaS version<\/a>, iTop is based on an Open Source iTop, characterized by its spirit of transparency and openness. <\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list --><\/div><figure class=\"wp-block-media-text__media\"><img src=\"https:\/\/blog.combodo.com\/wp-content\/uploads\/2023\/10\/SaaS.jpg\" alt=\"Version SaaS\" class=\"wp-image-2678 size-full\"\/><\/figure><\/div>\r\n<!-- \/wp:media-text -->\r\n\r\n<!-- wp:heading -->\r\n<h2 class=\"wp-block-heading\">Advanced automation to optimize the HelpDesk<\/h2>\r\n<!-- \/wp:heading -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>iTop offers various automation possibilities, either intrinsic or connected with other tools. For example, alerts from monitoring tools can <strong>automatically generate tickets <\/strong>and document them, before they are taken into account by support teams. This type of automation frees operations teams from non-value-added tasks and reduces the risk of errors.<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>In the same way, iTop can prioritize tickets <strong>based on support and resolution commitments<\/strong>, without human intervention. In the production center of a digital services company, tickets will be pre-sorted according to the SLAs of customer contracts.  An approach also applicable within an IT department, with prioritization according to the criticality of the systems or applications concerned.<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>Another possibility: the ITSM tool allows the <strong>automatic assignment of tickets to the team or agent<\/strong> responsible, depending on the nature of the incident, the component or the customer concerned.  This automation makes it possible to process tickets more efficiently, without human intervention and to optimize the services provided by the HelpDesk.<\/li>\r\n<!-- \/wp:list-item -->\r\n\r\n<!-- wp:list-item -->\r\n<li>Autre possibilit\u00e9 : l\u2019outil ITSM permet l\u2019<strong>affectation automatique des tickets \u00e0 l\u2019\u00e9quipe ou \u00e0 l\u2019agent responsable<\/strong>, selon la nature de l\u2019incident, le composant ou le client concern\u00e9. Cette automatisation permet de traiter les tickets plus efficacement, sans intervention humaine et d\u2019optimiser le service du Helpdesk.\u00a0<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:heading -->\r\n<h2 class=\"wp-block-heading\">KPIs for improving IT production and support<\/h2>\r\n<!-- \/wp:heading -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>iTop provides a range of useful KPIs to improve the performance of CIOs and IT service desks. Time spent per ticket, response time, user satisfaction surveys\u2026 The ticket processing indicators provide tangible information on the effectiveness of the HelpDesk. Their analysis provides avenues for adjusting the resources of support teams, changing the available contact channels (such as deploying a chatbot and a knowledge base, a telephone-computer coupling, a LiveChat). In the case of a service desk, the analysis of indicators compares the resources consumed against the revenues related to customer contracts. Enough to detect certain drifts and improve profitability, by adapting resources\u2026 or prices.<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>The iTop tool delivers <strong>statistical reports analyzing the nature of the incidents handled<\/strong>. The exploitation of these figures highlights the most defective components, chronic defects. This is enough to fuel budget rationalization decisions: equipment changes, preventive maintenance, implementation of targeted and automatic monitoring procedures, etc.<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:list -->\r\n<ul><!-- wp:list-item -->\r\n<li>iTop also generates useful <strong>dashboards <\/strong>for project reviews, especially between IT service centers and their customers. In addition to being elements of factual discussions, these dashboards help to calibrate the means deployed under a contract as accurately as possible, or to renegotiate commercial conditions on a firm basis. They aim to achieve the best match between production costs and services rendered and, of course, to control financial margins.<\/li>\r\n<!-- \/wp:list-item --><\/ul>\r\n<!-- \/wp:list -->\r\n\r\n<!-- wp:image {\"align\":\"center\",\"id\":2680,\"sizeSlug\":\"full\",\"linkDestination\":\"none\"} -->\r\n<figure class=\"wp-block-image aligncenter size-full\"><img src=\"https:\/\/blog.combodo.com\/wp-content\/uploads\/2023\/10\/KPI.jpg\" alt=\"KPI pour am\u00e9liorer la production et le support IT\" class=\"wp-image-2680\"\/><\/figure>\r\n<!-- \/wp:image -->\r\n\r\n<!-- wp:paragraph -->\r\n<p><\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>These examples prove it: an ITSM tool like iTop helps reduce IT production costs directly (tool deployment, detection of underutilized materials) or indirectly (operational and commercial efficiency). Open (via APIs or collectors), automatable and customizable (via the ITSM Designer), iTop offers almost limitless potential<br>for optimizing production and IT support processes (which<a href=\"https:\/\/blog.combodo.com\/en\/tims-set-up-its-it-to-the-next-level-with-itop-professional\/\" target=\"_blank\" rel=\"noreferrer noopener\"> benefits services operator Tims<\/a> for example). <\/p>\r\n<!-- \/wp:paragraph -->\r\n\r\n<!-- wp:paragraph -->\r\n<p>A real plus at a time when cost control is a priority within CIOs and IT service centers.<\/p>\r\n<!-- \/wp:paragraph -->","_et_gb_content_width":"","content-type":"","footnotes":""},"categories":[130],"tags":[152,142],"class_list":["post-6354","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itop-fr","tag-fonctionnalites","tag-itsm-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>12 usages 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