{"id":6368,"date":"2024-01-29T15:57:53","date_gmt":"2024-01-29T15:57:53","guid":{"rendered":"https:\/\/itopdev.wpenginepowered.com\/2024-itsm-trends\/"},"modified":"2025-12-09T14:07:34","modified_gmt":"2025-12-09T14:07:34","slug":"les-6-tendances-2024-de-litsm","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/ecosysteme\/les-6-tendances-2024-de-litsm\/","title":{"rendered":"Les 6 tendances 2024 de l\u2019ITSM"},"content":{"rendered":"

2024 s\u2019annonce comme une ann\u00e9e pleine de d\u00e9fis et d\u2019innovations pour l\u2019ITSM. Intelligence artificielle, cloud, cybers\u00e9curit\u00e9\u2026 de nouvelles tendances \u00e9mergent et s\u2019appr\u00eatent \u00e0 redessiner le paysage du secteur. Ces transformations s\u2019annoncent aussi profondes que challengeantes pour l\u2019ITSM : focus sur les 6 principales tendances \u00e0 anticiper en 2024.<\/strong><\/p>\n

1. La r\u00e9conciliation des IA et des humains<\/h2>\n

L\u2019intelligence artificielle continue de r\u00e9volutionner les pratiques ITSM. Le deep learning permet d\u2019aller encore plus loin dans l\u2019automatisation des processus<\/strong>\u00a0(routage et r\u00e9solution des tickets, analyse pr\u00e9dictive du support client\u2026) Bien entra\u00een\u00e9e, l\u2019IA est en mesure d\u2019analyser des signaux faibles au sein des syst\u00e8mes pour anticiper les besoins et d\u00e9clencher les interventions appropri\u00e9es, avec des r\u00e9sultats toujours plus rapides et \u00e0 moindre co\u00fbt. Le mod\u00e8le de langage naturel (LLM) pousse le niveau de service encore plus loin, puisqu\u2019il s\u2019int\u00e8gre aux\u00a0interactions avec l\u2019utilisateur, via les chatbots, moteurs de recherches, pour r\u00e9pondre de mani\u00e8re personnalis\u00e9e.\u00a0L\u2019IA s\u2019impose progressivement comme un outil central dans les strat\u00e9gies ITSM, promettant d\u2019am\u00e9liorer continuellement l\u2019efficacit\u00e9 et la r\u00e9activit\u00e9 des services.<\/strong><\/p>\n

Cependant l\u2019IA seule n\u2019est pas suffisante, il faut trouver\u00a0un \u00e9quilibre entre technologie et humains<\/strong>. L\u2019enjeu des centres de services n\u2019est pas de se doter d\u2019un outil ITSM int\u00e9grant des technologies IA les plus avanc\u00e9es, mais de choisir celui qui s\u2019int\u00e9grera le mieux \u00e0 leurs processus existants. Pour exceller dans la satisfaction client, l\u2019IA doit \u00eatre soutenue et entra\u00een\u00e9e par l\u2019expertise des collaborateurs en \u00e9change de quoi elle pourra am\u00e9liorer leur efficacit\u00e9 et r\u00e9duire leurs points de douleur.<\/p>\n

2. L\u2019essor du cloud \u00e0 encadrer<\/h2>\n

L\u2019adoption de solutions cloud se confirme et conna\u00eet une acc\u00e9l\u00e9ration significative : en 2023, 94% des entreprises utilisent au moins un service cloud (Statistiques et tendances du Cloud Computing 2023 \u2013 2024, Lambert Consulting<\/em>). Non seulement\u00a0flexibles et scalables<\/strong>, elles sont aussi plus\u00a0rentables\u00a0<\/strong>que des solutions on-premise, s\u2019alignant davantage sur les besoins r\u00e9els des organisations<\/strong>\u00a0et\u00a0r\u00e9duisant les d\u00e9penses li\u00e9es \u00e0 l\u2019infrastructure, aux licences et au d\u00e9veloppement de comp\u00e9tences internes.\u00a0<\/strong><\/p>\n

Ces solutions cloud\u00a0 entra\u00eenent de nouveaux besoins en mati\u00e8re de gestion. Elles doivent \u00eatre cadr\u00e9es et g\u00e9r\u00e9es efficacement. La continuit\u00e9 dans l\u2019adoption du cloud repr\u00e9sente donc une opportunit\u00e9 de croissance pour les centres de services et ESN. La gestion et l\u2019int\u00e9gration des services cloud sont \u00e0 consid\u00e9rer comme des \u00e9l\u00e9ments cruciaux pour la croissance des soci\u00e9t\u00e9s d\u2019ITSM.<\/p>\n

3. Les besoins croissants en mati\u00e8re de s\u00e9curit\u00e9<\/h2>\n

En 2024, la\u00a0protection des infrastructures critiques et des donn\u00e9es sensibles\u00a0<\/strong>sera un \u00e9l\u00e9ment n\u00e9vralgique des strat\u00e9gies ITSM. Avec l\u2019intensification des cybermenaces, l\u2019ITSM doit placer la s\u00e9curit\u00e9 au c\u0153ur de ses priorit\u00e9s. Audits, mesures de s\u00e9curit\u00e9 robustes et respect des r\u00e9glementations sont plus importants que jamais.<\/p>\n

\u00c0 ce sujet, le r\u00e9f\u00e9rentiel\u00a0SecNumCloud<\/strong>, \u00e9labor\u00e9 par l\u2019ANSSI, propose un ensemble de r\u00e8gles de s\u00e9curit\u00e9 \u00e0 respecter. Ce cadre permet de garantir un haut niveau d\u2019exigence pour les prestataires de service cloud, tant sur la robustesse de la solution face aux cyberattaques que sur la rigueur des m\u00e9thodes employ\u00e9s. Les fournisseurs du march\u00e9 d\u00e9tenant cette certification sont identifi\u00e9s comme une solution robuste, fiable et de confiance.<\/p>\n

4. Soigner l\u2019exp\u00e9rience utilisateur pour les clients, mais aussi pour les collaborateurs<\/h2>\n

Si les clients r\u00e9clament une exp\u00e9rience toujours plus riche et intuitive, il en va de m\u00eame pour les collaborateurs. 73 % des salari\u00e9s consid\u00e8rent que leur propre exp\u00e9rience est cruciale, selon le SysAid 2023 State of Service Management. Ils attendent\u00a0des processus et des outils plus fluides, ergonomiques, rapides et intuitifs.<\/strong><\/p>\n

L\u2019outil ITSM ne peut plus se contenter d\u2019offrir un service minimum. Clients et collaborateurs s\u2019attendent \u00e0 y trouver une r\u00e9elle\u00a0valeur ajout\u00e9e et une utilisation fluide<\/strong>. Portail utilisateur, syst\u00e8mes de libre-service comme les chatbots et les FAQ, r\u00e9duction des d\u00e9lais de r\u00e9ponses, assistance plus r\u00e9active et personnalis\u00e9e\u2026 En 2024, la solution ITSM endosse le r\u00f4le de r\u00e9duire les points de douleur et d\u2019am\u00e9liorer le confort des utilisateurs.<\/p>\n

5. Le d\u00e9veloppement durable \u00e0 l\u2019honneur<\/h2>\n

La RSE (responsabilit\u00e9 soci\u00e9tale des entreprises) gagne en importance dans les strat\u00e9gies d\u2019entreprise. Il est essentiel que les op\u00e9rations informatiques s\u2019alignent sur leurs objectifs de d\u00e9veloppement durable. Chaque aspect de l\u2019IT, de la gestion des donn\u00e9es \u00e0 l\u2019infrastructure, doit \u00eatre \u00e9valu\u00e9 et ajust\u00e9 pour\u00a0r\u00e9pondre \u00e0 des crit\u00e8res de durabilit\u00e9 et d\u2019efficacit\u00e9 environnementale.<\/strong><\/p>\n

Dans ce contexte, l\u2019ITSM joue un r\u00f4le crucial en\u00a0optimisant la gestion des ressources informatiques<\/strong>. Il assure le suivi et le contr\u00f4le du cycle de vie de l\u2019ensemble du mat\u00e9riel informatique ainsi que des composants des infrastructures. L\u2019ITSM se positionne donc non seulement comme un levier de performance op\u00e9rationnelle, mais aussi comme un pilier de la d\u00e9marche durable des entreprises.<\/p>\n

6. L\u2019ITSM au service de l\u2019ESM (Enterprise service management)<\/h2>\n

L\u2019ITSM ne se limite plus \u00e0 la gestion des services informatiques traditionnels et s\u2019\u00e9tend d\u00e9sormais \u00e0 travers toute l\u2019entreprise. Ressources Humaines, finances, cha\u00eene d\u2019approvisionnement\u2026 Gr\u00e2ce \u00e0 leur souplesse souvent insoup\u00e7onn\u00e9e, les fonctionnalit\u00e9s initialement d\u00e9di\u00e9es \u00e0 la gestion informatique des outils ITSM se transposent \u00e0 d\u2019autres services et d\u2019autres besoins. \u00c0 tous les \u00e9chelons, l\u2019ITSM marque une transition vers\u00a0une gestion int\u00e9gr\u00e9e et holistique<\/strong>, permettant une\u00a0meilleure coordination des ressources de l\u2019entreprise et une performance globale accrue.\u00a0\u00a0<\/strong><\/p>\n

\n\n\n\n
Exemples
\nAppliqu\u00e9s aux Ressources Humaines, les outils ITSM soutiennent la gestion des processus de recrutement et de formations. Cela se traduira par la r\u00e9servation automatique des salles de r\u00e9union ou la gestion unifi\u00e9e des agendas et des plannings d\u2019entretiens.
\nDu c\u00f4t\u00e9 du service finances, l\u2019ITSM offre des possibilit\u00e9s d\u2019analyses et de pr\u00e9dictions qui facilitent le suivi des d\u00e9penses et la budg\u00e9tisation.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n

2024 promet d\u2019\u00eatre riche en d\u00e9fis, mais aussi en opportunit\u00e9s enrichissantes pour les utilisateurs de solutions ITSM. Agilit\u00e9 et innovation seront les ma\u00eetres mots pour naviguer dans les \u00e9volutions du march\u00e9.<\/p>\n","protected":false},"excerpt":{"rendered":"

2024 s\u2019annonce comme une ann\u00e9e pleine de d\u00e9fis et d\u2019innovations pour l\u2019ITSM. Intelligence artificielle, cloud, cybers\u00e9curit\u00e9\u2026 de nouvelles tendances \u00e9mergent et s\u2019appr\u00eatent \u00e0 redessiner le paysage du secteur. Ces transformations s\u2019annoncent aussi profondes que challengeantes pour l\u2019ITSM : focus sur les 6 principales tendances \u00e0 anticiper en 2024. 1. La r\u00e9conciliation des IA et des […]<\/p>\n","protected":false},"author":29,"featured_media":6369,"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":[127],"tags":[142],"class_list":["post-6368","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ecosysteme","tag-itsm-fr"],"acf":[],"yoast_head":"\nThe 6 ITSM trends in 2024<\/title>\n<meta name=\"description\" content=\"New trends are emerging and are set to reshape the landscape of the ITSM sector in 2024, a year full of challenges and innovations for ITSM.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/combodo.com\/fr\/ecosysteme\/les-6-tendances-2024-de-litsm\/\" \/>\n<meta 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