{"id":7281,"date":"2024-11-04T13:31:40","date_gmt":"2024-11-04T13:31:40","guid":{"rendered":"https:\/\/itopdev.wpenginepowered.com\/a-fully-operational-it-support-service-for-a-large-client-in-the-finance-sector\/"},"modified":"2025-07-17T14:37:57","modified_gmt":"2025-07-17T14:37:57","slug":"un-service-dassistance-informatique-entierement-operationnel-en-moins-de-3-mois-pour-un-grand-client-du-secteur-financier","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/success-story-fr\/un-service-dassistance-informatique-entierement-operationnel-en-moins-de-3-mois-pour-un-grand-client-du-secteur-financier\/","title":{"rendered":"Un service d&rsquo;assistance informatique enti\u00e8rement op\u00e9rationnel en moins de 3 mois pour un grand client du secteur financier"},"content":{"rendered":"<h2>Une solution ITSM flexible<\/h2>\n<p>Dans le cadre du projet, Bechtle Mannheim devait choisir une solution ITSM capable de r\u00e9pondre aux exigences strictes de s\u00e9curit\u00e9 et de confidentialit\u00e9 des donn\u00e9es du secteur bancaire. Ils recherchaient une solution on-premise qu\u2019ils pourraient connecter en toute s\u00e9curit\u00e9 au syst\u00e8me ITSM du client, bas\u00e9 sur HP Service Manager. En r\u00e9sum\u00e9, les exigences cl\u00e9s pour la solution ITSM \u00e9taient :<\/p>\n<ul>\n<li>une base de donn\u00e9es de gestion de configuration (CMDB) flexible,<\/li>\n<li>la capacit\u00e9 \u00e0 interagir avec d\u2019autres outils,<\/li>\n<li>la possibilit\u00e9 d\u2019importer des donn\u00e9es.<br \/>\nBechtle Mannheim a entendu parler d\u2019iTop par sa maison m\u00e8re. En effet, Bechtle AG utilise iTop en interne depuis de nombreuses ann\u00e9es, avec le soutien efficace d\u2019ITOMIG, partenaire certifi\u00e9 iTop, pour les services de conseil et de d\u00e9veloppement.<\/li>\n<\/ul>\n<p>\u00ab Nos coll\u00e8gues du si\u00e8ge \u00e9taient satisfaits de la solution iTop, qui r\u00e9pondait \u00e9galement \u00e0 toutes nos exigences principales. Et nous savions que nous pouvions obtenir de l&rsquo;expertise sur l\u2019outil aupr\u00e8s d\u2019ITOMIG \u00bb, se souvient Markus Peter.<\/p>\n<p>Bechtle Mannheim a donc d\u00e9cid\u00e9 de s\u2019appuyer sur iTop pour fournir des services de support informatique \u00e0 leur grand client bancaire.<\/p>\n<h2>Personnalisation des objets et des formats de donn\u00e9es<\/h2>\n<p>Pour fournir les services attendus, Bechtle Mannheim a d\u00e9ploy\u00e9 iTop et l\u2019a int\u00e9gr\u00e9 \u00e0 l\u2019environnement existant de son client, selon deux principes :<\/p>\n<ul>\n<li>Helpdesk \/ support : les tickets sont cr\u00e9\u00e9s dans le syst\u00e8me du client et transf\u00e9r\u00e9s \u00e0 iTop via des Webhooks REST API ;<\/li>\n<li>Gestion des composants IT : les \u00e9l\u00e9ments de configuration (CI) sont g\u00e9r\u00e9s dans la CMDB iTop de Bechtle et sont envoy\u00e9s au syst\u00e8me du client.<\/li>\n<\/ul>\n<p>L\u2019\u00e9quipe a d\u00fb surmonter une certaine rigidit\u00e9 de l\u2019outil en place chez le client.<\/p>\n<p>\u00ab L\u2019extraction des donn\u00e9es n\u2019\u00e9tait pas facile ni directe. Nous avons d\u00fb adapter et personnaliser quelques objets dans iTop pour permettre l\u2019\u00e9change de donn\u00e9es avec le syst\u00e8me du client. Globalement, iTop a fourni la flexibilit\u00e9 attendue et a \u00e9t\u00e9 rapide \u00e0 int\u00e9grer \u00bb, commente Markus Peter.<\/p>\n<p>ITOMIG a fourni un soutien tr\u00e8s efficace \u00e0 Bechtle pendant la phase d\u2019int\u00e9gration. Le partenaire certifi\u00e9 iTop a notamment assur\u00e9 des formations techniques. Il a \u00e9galement aid\u00e9 au d\u00e9veloppement des processus d\u2019importation et de synchronisation des donn\u00e9es via Webhook et appels API.<\/p>\n<p>\u00ab Le support d\u2019ITOMIG est excellent et ils sont tr\u00e8s r\u00e9actifs \u00bb, ajoute Markus Peter.<\/p>\n<h2>Soutien \u00e0 la mont\u00e9e en comp\u00e9tences et \u00e0 l&rsquo;\u00e9volutivit\u00e9 du projet<\/h2>\n<p>Gr\u00e2ce \u00e0 la flexibilit\u00e9 d\u2019iTop et au soutien d\u2019ITOMIG, Bechtle Mannheim a pu respecter le calendrier de mise en \u0153uvre rapide demand\u00e9 par son client. La solution ITSM bas\u00e9e sur iTop a \u00e9t\u00e9 int\u00e9gr\u00e9e et mise en production en moins de 3 mois !<\/p>\n<p>Bechtle Mannheim a ainsi commenc\u00e9 \u00e0 exploiter le service pour son client le 1er juillet 2022.<\/p>\n<p>\u00ab Apr\u00e8s la course pour respecter ce d\u00e9lai serr\u00e9, nous avons eu un peu de stress car les utilisateurs du client ont cr\u00e9\u00e9 beaucoup de tickets d\u00e8s le premier jour. Mais iTop n\u2019est pas complexe \u00e0 utiliser. Nous avons donc pu former rapidement nos \u00e9quipes sur le nouveau cycle de vie des tickets et les processus. ITOMIG a \u00e9galement aid\u00e9 \u00e0 former nos agents \u00bb, explique Markus Peter.<\/p>\n<h2>R\u00e9sultats apr\u00e8s 9 mois<\/h2>\n<p>110 personnes chez Bechtle utilisaient iTop pour ce seul client du secteur bancaire ;<br \/>\n21 000 tickets avaient \u00e9t\u00e9 trait\u00e9s ;<br \/>\nLa CMDB iTop contenait pr\u00e8s de 40 000 \u00e9l\u00e9ments de configuration.<br \/>\n\u00ab iTop fonctionne tout simplement et a \u00e9t\u00e9 stable en tr\u00e8s peu de temps \u00bb, affirme Markus Peter.<\/p>\n<p>Enfin, Bechtle appr\u00e9cie \u00e9galement le mod\u00e8le \u00e9conomique d\u2019iTop, car les co\u00fbts logiciels restent constants m\u00eame lorsque les volumes et le nombre d\u2019utilisateurs augmentent.<\/p>\n<p>\u00ab Le volume d\u2019utilisateurs, d\u2019\u00e9l\u00e9ments de configuration, de tickets est assez important, mais il n\u2019y a pas d\u2019impact budg\u00e9taire, c\u2019est \u00e9volutif \u00bb, conclut Markus Peter.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Bechtle IT System House Mannheim est une filiale de Bechtle AG, sp\u00e9cialis\u00e9e dans la fourniture de services d\u2019ing\u00e9nierie et informatiques pour les entreprises de taille moyenne \u00e0 grande en Allemagne. Pour offrir un ensemble complet de services de gestion et de support informatique \u00e0 un grand client du secteur bancaire, Bechtle Mannheim a d\u00e9cid\u00e9 de s\u2019appuyer sur la solution ITSM iTop. L\u2019entreprise a \u00e9galement fait appel au partenaire certifi\u00e9 iTop, ITOMIG, pour les accompagner dans ce projet.<\/p>\n<p>T\u00e9moignage de Markus Peter, responsable de l\u2019\u00e9quipe de dispatching et manager des services chez Bechtle Mannheim :<\/p>\n","protected":false},"author":29,"featured_media":7283,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","footnotes":""},"categories":[128],"tags":[133,143,142],"class_list":["post-7281","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-success-story-fr","tag-cmdb-fr","tag-integration-fr","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>A success story in banking IT services with iTop ITSM solution<\/title>\n<meta name=\"description\" content=\"Explore how Bechtle Mannheim enhanced IT service management with iTop&#039;s ITSM solution. 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