{"id":6364,"date":"2023-06-12T17:02:36","date_gmt":"2023-06-12T17:02:36","guid":{"rendered":"https:\/\/itopdev.wpenginepowered.com\/itsm-software-to-foster-collaboration\/"},"modified":"2025-12-09T15:11:00","modified_gmt":"2025-12-09T15:11:00","slug":"un-logiciel-itsm-pour-favoriser-la-collaboration","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/itop-fr\/un-logiciel-itsm-pour-favoriser-la-collaboration\/","title":{"rendered":"Un logiciel ITSM pour favoriser la collaboration"},"content":{"rendered":"<p><strong>Tandis que les utilisateurs sont de plus en plus en recherche d\u2019autonomie, ils attendent du service informatique un maximum de r\u00e9activit\u00e9. Une des cl\u00e9s pour r\u00e9pondre \u00e0 cette exigence, c\u2019est de faciliter la collaboration, tant au sein de la DSI qu\u2019aupr\u00e8s des utilisateurs finaux. En bon garant du service management, le logiciel ITSM appara\u00eet comme un alli\u00e9 de taille face \u00e0 cette n\u00e9cessit\u00e9 d\u2019am\u00e9liorer la collaboration. Explications.<\/strong><\/p>\n<h2 class=\"wp-block-heading\">DSI : la collaboration comme pilier de la performance<\/h2>\n<p>Les services informatiques des PME\/ETI sont confront\u00e9s \u00e0 des utilisateurs de plus en plus exigeants,\u00a0<strong>en qu\u00eate de r\u00e9activit\u00e9 et surtout d\u2019autonomie.<\/strong>\u00a0Aujourd\u2019hui, plus question d\u2019attendre plusieurs jours pour acc\u00e9der \u00e0 des services de niveau 1 ;\u00a0<strong>la tendance est \u00e0 l\u2019imm\u00e9diatet\u00e9<\/strong>. Cela s\u2019explique simplement : les utilisateurs, habitu\u00e9s \u00e0 obtenir des r\u00e9ponses instantan\u00e9es dans leur vie quotidienne (notamment \u00e0 travers tous les services \u00e0 la demande disponibles : Google, Netflix, Doctolib\u2026), en attendent d\u00e9sormais autant de leurs services informatiques. Leur volont\u00e9 est claire :\u00a0<strong>obtenir des r\u00e9ponses rapides, accessibles et intuitives, pour gagner en productivit\u00e9<\/strong>.<\/p>\n<p>On peut voir cette qu\u00eate d\u2019autonomie d\u2019un bon \u0153il : plus les utilisateurs pourront acc\u00e9der \u00e0 leurs demandes par eux-m\u00eames, moins la DSI sera sur-sollicit\u00e9e et plus elle pourra accorder de temps \u00e0 des t\u00e2ches \u00e0 forte valeur ajout\u00e9e.<\/p>\n<p>Ceci dit, une telle situation n\u2019est possible qu\u2019en s\u2019appuyant sur<strong>\u00a0une collaboration accrue<\/strong>. \u00c0 la fois, au sein m\u00eame des \u00e9quipes IT, mais aussi avec les utilisateurs, pour les impliquer autant que possible dans le service rendu et interagir le plus simplement avec eux.\u00a0\u00a0<strong>Une circulation fluide de l\u2019information est indispensable\u00a0<\/strong>pour que la DSI puisse assurer sa mission. Car, soyons clairs, la production de services informatiques repose en grande partie sur\u00a0<strong>des processus bien rod\u00e9s et un acc\u00e8s rapide \u00e0 un certain nombre d\u2019informations<\/strong>\u00a0(tickets associ\u00e9s aux utilisateurs, \u00e0 leurs \u00e9quipements, \u00e0 l\u2019infrastructure, etc.).<\/p>\n<h2 class=\"wp-block-heading\">Service management : un outil ITSM agile pour am\u00e9liorer la collaboration<\/h2>\n<p>L\u2019acc\u00e8s (rapide et facile) aux donn\u00e9es et la collaboration sont incontournables pour garantir la qualit\u00e9 des services fournis par la DSI. Pour rendre une telle fluidit\u00e9 possible, il faudra opter pour\u00a0<strong>un outil ITSM moderne, capable d\u2019offrir agilit\u00e9 et ouverture.<\/strong><\/p>\n<p>D\u2019abord, la solution ITSM doit se montrer \u2018extensible\u2019, au sens o\u00f9 elle doit pouvoir<strong>\u00a0se connecter \u00e0 d\u2019autres applications et sources de donn\u00e9es<\/strong>\u00a0pour favoriser la collaboration et le partage d\u2019informations internes. Un outil ITSM agile, comme iTop, peut \u00eatre\u00a0<strong>interfac\u00e9 aux logiciels en place\u00a0<\/strong>pour construire des processus transverses dans l\u2019entreprise et ainsi gagner en productivit\u00e9.<\/p>\n<p>Les solutions ITSM proposent des APIs pour\u00a0<strong>coupler en toute simplicit\u00e9 les donn\u00e9es\u00a0<\/strong>avec n\u2019importe quel autre syst\u00e8me : un CRM, ERP ou un SIRH. Les informations li\u00e9es aux demandes des utilisateurs sont ainsi\u00a0<strong>plus pr\u00e9cises<\/strong>\u00a0et le traitement des demandes s\u2019en voit am\u00e9lior\u00e9 : toutes les donn\u00e9es sont associ\u00e9es entre elles pour permettre aux \u00e9quipes de gagner du temps et en efficacit\u00e9.<\/p>\n<p>Il est \u00e9galement possible d\u2019<strong>am\u00e9liorer les \u00e9changes avec les utilisateurs\u00a0<\/strong>\u00e0 travers un logiciel ITSM agile. Par exemple, en mettant en place un portail utilisateur pour que chacun puisse acc\u00e9der \u00e0 un certain nombre d\u2019informations ou faire ses demandes d\u2019assistances et de services en mode \u201cself service\u201d.<\/p>\n<p>D\u2019autres fonctionnalit\u00e9s ITSM\u00a0<strong>facilitent la collaboration<\/strong>\u00a0; par exemple l\u2019assignation automatique des tickets vers les collaborateurs IT sp\u00e9cialis\u00e9s, selon la nature de la demande de l\u2019utilisateur. Plus globalement, l\u2019ensemble de l\u2019outil a \u00e9t\u00e9 pens\u00e9 pour simplifier les \u00e9changes ; les utilisateurs peuvent tr\u00e8s simplement intervenir ou reprendre la main sur des demandes d\u2019assistance en cours (escalade, traitement des tickets prioritaires\u2026).<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tandis que les utilisateurs sont de plus en plus en recherche d\u2019autonomie, ils attendent du service informatique un maximum de r\u00e9activit\u00e9. Une des cl\u00e9s pour r\u00e9pondre \u00e0 cette exigence, c\u2019est de faciliter la collaboration, tant au sein de la DSI qu\u2019aupr\u00e8s des utilisateurs finaux. En bon garant du service management, le logiciel ITSM appara\u00eet comme un alli\u00e9 de taille face \u00e0 cette n\u00e9cessit\u00e9 d\u2019am\u00e9liorer la collaboration. <\/p>\n","protected":false},"author":29,"featured_media":6365,"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-6364","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 v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment l\u2019ITSM renforce la collaboration au sein de la DSI<\/title>\n<meta name=\"description\" content=\"Besoin de plus de collaboration et de r\u00e9activit\u00e9 dans la DSI ? 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