{"id":6362,"date":"2023-07-24T14:00:11","date_gmt":"2023-07-24T14:00:11","guid":{"rendered":"https:\/\/itopdev.wpenginepowered.com\/itsm-software-as-a-true-reflection-of-the-evolution-of-it-infrastructures\/"},"modified":"2025-12-09T15:08:27","modified_gmt":"2025-12-09T15:08:27","slug":"un-logiciel-itsm-comme-reflet-fidele-de-levolution-des-infrastructures-it","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/itop-fr\/un-logiciel-itsm-comme-reflet-fidele-de-levolution-des-infrastructures-it\/","title":{"rendered":"Un logiciel ITSM comme reflet fid\u00e8le de l\u2019\u00e9volution des infrastructures IT"},"content":{"rendered":"<p><strong>Soci\u00e9t\u00e9s de services num\u00e9riques ou DSI internes, vous ne le savez que trop bien : les \u00e9volutions au sein de vos infrastructures techniques sont fr\u00e9quentes et un mauvais suivi peut avoir des cons\u00e9quences sur la qualit\u00e9 des services rendus. C\u2019est pourquoi, il est indispensable de disposer d\u2019une solution ITSM capable d\u2019accompagner l\u2019\u00e9volution de vos infrastructures et d\u2019adapter les services \u00e0 ces mutations.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"wp-block-heading\">Infrastructures IT : des \u00e9volutions en pagaille<\/h2>\n<p>Vos infrastructures techniques \u00e9voluent sans cesse, et vos \u00e9quipes informatiques doivent imp\u00e9rativement ma\u00eetriser ces changements pour\u00a0<strong>garantir la continuit\u00e9 des services, en toute transparence pour les utilisateurs et \u00e0 un co\u00fbt ma\u00eetris\u00e9.<\/strong><\/p>\n<p>Si vous \u00eates une entreprise de services, les \u00e9volutions au niveau des infrastructures, comme au niveau des logiciels impactent directement vos clients. L\u2019enjeu majeur des \u00e9quipes est d\u2019\u00eatre en capacit\u00e9 de r\u00e9percuter, en temps r\u00e9el, les changements r\u00e9alis\u00e9s sur les infrastructures sur les contrats clients pour\u00a0<strong>assurer la qualit\u00e9 du service et respecter les engagements<\/strong>. Pour faire simple, il s\u2019agit de rattacher les \u00e9volutions techniques aux services d\u00e9livr\u00e9s. Par exemple, lorsqu\u2019on d\u00e9place un applicatif d\u2019un syst\u00e8me vers un autre, il faudra veiller \u00e0 ce que cela soit tout de suite pris en compte au niveau du support. Ainsi les demandes d\u2019assistance portant sur cet applicatif seront rattach\u00e9es aux bons actifs, en l\u2019occurrence les syst\u00e8mes sur lequel il tourne \u00e0 l\u2019instant T. De m\u00eame, lorsqu\u2019un client passe d\u2019un h\u00e9bergement OnPremise install\u00e9 chez lui \u00e0 un abonnement Cloud, le contrat devra imm\u00e9diatement \u00eatre mis \u00e0 jour pour que les infrastructures et les \u00e9l\u00e9ments de configuration correspondent bien.<\/p>\n<p>Si vous travaillez au sein d\u2019une DSI, les \u00e9volutions des infrastructures, comme des logiciels, peuvent impacter le quotidien des m\u00e9tiers. Il est donc tout aussi important pour votre \u00e9quipe IT d\u2019int\u00e9grer rapidement les modifications pour maintenir un support utilisateur performant (les \u00e9quipes doivent savoir quels composants sont concern\u00e9s par un ticket d\u2019assistance.). Il est ici primordial de disposer d\u2019<strong>un outil d\u2019inventaire intelligent<\/strong>\u00a0(typiquement une CMDB) agile et ouvert, pour refl\u00e9ter et anticiper les \u00e9volutions des infrastructures.<\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"wp-block-heading\">S\u2019appuyer sur une plateforme de services IT agile<\/h2>\n<p>\u00catre en mesure d\u2019adapter les services au gr\u00e9 des \u00e9volutions apport\u00e9es aux instances informatiques est important. Votre r\u00e9activit\u00e9 face aux \u00e9volutions des infrastructures informatiques, mat\u00e9rielles comme logicielles, r\u00e9v\u00e8le votre capacit\u00e9 \u00e0 assurer la continuit\u00e9 de services, et donc \u00e0 garantir la satisfaction des utilisateurs. Pour y parvenir, le d\u00e9ploiement d\u2019<strong>une solution ITSM agile<\/strong>\u00a0est un incontournable.<\/p>\n<p>Avec un logiciel ITSM comme iTop, vous r\u00e9pondez ais\u00e9ment \u00e0 ces challenges. L\u2019outil graphique low code inclus dans iTop, l\u2019ITSM Designer, vous permet de cr\u00e9er, en toute simplicit\u00e9, de nouvelles cat\u00e9gories de composants au fil des \u00e9volutions du SI. Par ailleurs, iTop permet d\u2019associer tr\u00e8s facilement les composants les uns aux autres afin de faciliter le support. Mieux : l\u2019outil g\u00e8re les liens entre composants, utilisateurs (m\u00e9tiers en interne, clients pour les ESN) et les niveaux de services attendus (ou contractualis\u00e9s).<\/p>\n<p>\u00c0 titre d\u2019exemple, un ticket cr\u00e9\u00e9 dans iTop comportera toutes les informations n\u00e9cessaires \u00e0 sa r\u00e9solution, comme les \u00e9quipements et les applicatifs li\u00e9s \u00e0 l\u2019utilisateur qui \u00e9met la demande. De cette fa\u00e7on, l\u2019\u00e9quipe IT voit en un coup d\u2019\u0153il les infrastructures concern\u00e9es, les impacts probables sur d\u2019autres mat\u00e9riels, etc. De m\u00eame, iTop rattache syst\u00e9matiquement les contrats clients aux tickets pour visualiser imm\u00e9diatement les engagements \u00e0 respecter (un indispensable pour les fournisseurs de services !).<\/p>\n<p>iTop r\u00e9pond aussi aux\u00a0<strong>besoins de personnalisations plus pouss\u00e9s<\/strong>\u00a0de fa\u00e7on ultra agile. Il est par exemple possible d\u2019automatiser un service ou de cr\u00e9er de nouveaux processus en toute simplicit\u00e9.<\/p>\n<p>Plus globalement, iTop vous offre\u00a0<strong>une vision \u00e0 360\u00b0 sur l\u2019\u00e9tat de votre infrastructure technique<\/strong>. Il vous permet de r\u00e9pertorier l\u2019ensemble de vos actifs (<a href=\"https:\/\/combodo.com\/fr\/itop-fr\/pourquoi-une-cmdb-open-source-dans-les-operations-it-contemporaines\/\" target=\"_blank\" rel=\"noreferrer noopener\">dans la CMDB<\/a>) pour visualiser votre syst\u00e8me en temps r\u00e9el. La cartographie des d\u00e9pendances entre vos syst\u00e8mes (r\u00e9seaux, applications, \u00e9quipements\u2026) est agr\u00e9ment\u00e9e d\u2019une\u00a0<strong>analyse d\u2019impact puissante\u00a0<\/strong>permettant d\u2019identifier facilement l\u2019origine des incidents et les clients utilisateurs potentiellement impact\u00e9s.<\/p>\n<div class=\"wp-block-spacer\" aria-hidden=\"true\"><\/div>\n<figure class=\"wp-block-table\">\n<table>\n<tbody>\n<tr>\n<td><strong><mark class=\"has-inline-color\">Suivi des infrastructures IT : l\u2019automatisation comme alli\u00e9<br \/>\n<\/mark><\/strong><br \/>\nPour aller plus loin dans l\u2019agilit\u00e9, votre solution ITSM doit proposer\u00a0<strong>des possibilit\u00e9s d\u2019automatisation.<\/strong><\/p>\n<p>iTop permet par exemple de param\u00e9trer des alertes automatiques pour vous notifier de tout comportement inhabituel au sein de votre instance IT. iTop est \u00e9galement suffisamment ouvert pour que vous puissiez connecter votre ITSM \u00e0 d\u2019autres solutions, comme \u00e0 la gestion d\u2019inventaire par exemple, pour pouvoir\u00a0<strong>automatiser l\u2019\u00e9volution des infrastructures et des inventaires IT.<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n<div class=\"wp-block-spacer\" aria-hidden=\"true\"><\/div>\n<p><strong>Une plateforme de services<\/strong>\u00a0<strong>comme iTop<\/strong>\u00a0permet donc d\u2019adapter rapidement les services et le support utilisateurs aux \u00e9volutions des infrastructures IT.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Soci\u00e9t\u00e9s de services num\u00e9riques ou DSI internes, vous ne le savez que trop bien : les \u00e9volutions au sein de vos infrastructures techniques sont fr\u00e9quentes et un mauvais suivi peut avoir des cons\u00e9quences sur la qualit\u00e9 des services rendus. C\u2019est pourquoi, il est indispensable de disposer d\u2019une solution ITSM capable d\u2019accompagner l\u2019\u00e9volution de vos infrastructures et d\u2019adapter les services \u00e0 ces mutations.<\/p>\n","protected":false},"author":29,"featured_media":6363,"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],"class_list":["post-6362","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itop-fr","tag-itsm-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment adapter vos services IT aux \u00e9volutions d\u2019infrastructures<\/title>\n<meta name=\"description\" content=\"Infrastructures IT en constante \u00e9volution ? 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