{"id":7522,"date":"2025-09-26T15:14:04","date_gmt":"2025-09-26T15:14:04","guid":{"rendered":"https:\/\/combodo.com\/?p=7522"},"modified":"2025-11-04T09:03:51","modified_gmt":"2025-11-04T09:03:51","slug":"thesee-datacenter-itop-itsm-tracabilite-qualite-service","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/success-story-fr\/thesee-datacenter-itop-itsm-tracabilite-qualite-service\/","title":{"rendered":"Th\u00e9s\u00e9e Datacenter renforce tra\u00e7abilit\u00e9 et qualit\u00e9 de service gr\u00e2ce \u00e0 iTop"},"content":{"rendered":"<h2><strong>Besoin de structuration et de tra\u00e7abilit\u00e9<\/strong><\/h2>\n<p>Avant iTop, les demandes clients \u00e9taient trait\u00e9es par email ou t\u00e9l\u00e9phone : un fonctionnement <strong>peu tra\u00e7able<\/strong> qui limitait la capacit\u00e9 \u00e0 traiter un volume croissant de demande, tout en garantissant un niveau constant de qualit\u00e9 de service.<\/p>\n<p>L\u2019un des premiers objectifs \u00e9tait donc de <strong>formaliser un syst\u00e8me ITSM capable de tenir les engagements de suivi et de qualit\u00e9 <\/strong>de Th\u00e9s\u00e9e Datacenter, tout en int\u00e9grant des sp\u00e9cificit\u00e9s m\u00e9tier fortes, comme la gestion de carnets de jetons, li\u00e9s \u00e0 des actes techniques.<\/p>\n<p><em>\u00ab Nous avions besoin d\u2019un outil structurant, mais aussi tr\u00e8s personnalisable. Ayant d\u00e9j\u00e0 utilis\u00e9 iTop lors de ma pr\u00e9c\u00e9dente exp\u00e9rience professionnelle, la solution s\u2019est impos\u00e9e naturellement pour sa richesse fonctionnelle \u00bb <\/em>explique Marie Lefaucheur, Responsable Exp\u00e9rience Client.<\/p>\n<h2><strong>Une mise en place rapide, pilot\u00e9e de bout en bout<\/strong><\/h2>\n<p>En moins d\u2019un mois, une premi\u00e8re version est op\u00e9rationnelle. <em>\u00ab Le consultant Dimitri Delay a jou\u00e9 un r\u00f4le cl\u00e9. Il a su comprendre nos besoins, les formaliser et les traduire dans l\u2019outil. Et surtout, il m\u2019a transmis son savoir avec une p\u00e9dagogie remarquable. J\u2019ai pu gagner en autonomie et concevoir <strong>l\u2019interface sur-mesure <\/strong>dont nous avions besoin \u00bb <\/em>, souligne la CSM.<\/p>\n<p>Des comit\u00e9s hebdomadaires, des \u00e9changes r\u00e9guliers sur Teams, et la participation de plusieurs profils internes, tels que la Direction, les \u00e9quipes op\u00e9rationnelles et le marketing, ont permis de construire <strong>une solution coh\u00e9rente, interconnect\u00e9e et d\u00e9j\u00e0 pens\u00e9e pour \u00e9voluer.<\/strong><\/p>\n<h2><strong>Un outil int\u00e9gr\u00e9 \u00e0 l\u2019\u00e9cosyst\u00e8me d\u2019outils et qui facilite les demandes<\/strong><\/h2>\n<p>Aujourd\u2019hui, iTop est utilis\u00e9 au quotidien par les \u00e9quipes techniques et plusieurs clients de Th\u00e9s\u00e9e Datacenter. Il permet notamment la <strong>gestion de gestes de proximit\u00e9<\/strong>, avec tra\u00e7abilit\u00e9 compl\u00e8te, ainsi que le <strong>suivi des incidents et demandes clients. <\/strong><em>\u00ab \u00c0 moyen terme, nous souhaitons int\u00e9grer la <strong>gestion des prestataires<\/strong>, le <strong>r\u00e9f\u00e9rencement des baies en CMDB<\/strong>, ou encore <strong>l\u2019automatisation du ticketing<\/strong> \u00e0 partir des alertes. \u00bb <\/em>projette Marie Lefaucheur.<\/p>\n<p>Aupr\u00e8s des clients utilisateurs, iTop a rapidement d\u00e9montr\u00e9 sa valeur : \u00ab <em>iTop est <strong>compl\u00e8tement int\u00e9gr\u00e9 \u00e0 notre plateforme Th\u00e9siris<\/strong> : en un clic, les clients ont acc\u00e8s \u00e0 tous nos outils.<\/em> <em>Les retours des clients sont <strong>excellents<\/strong>, l\u2019outil est <strong>simple \u00e0 prendre en main, logique, et tr\u00e8s lisible<\/strong>. C\u2019est un vrai gain de <strong>professionnalisation<\/strong>, aussi bien pour eux que pour nous. <\/em>\u00bb<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Th\u00e9s\u00e9e Datacenter est un op\u00e9rateur de datacenter souverain et \u00e9coresponsable bas\u00e9 en r\u00e9gion parisienne. L\u2019entreprise propose \u00e0 ses clients, acteurs du CAC40 et institutions publiques, une solution d\u2019h\u00e9bergement de donn\u00e9es critiques conforme aux enjeux de souverainet\u00e9 num\u00e9rique. Dans ce cadre, la structuration de la gestion des services IT est un enjeu strat\u00e9gique, afin d&rsquo;accompagner la croissance et les exigences de ses clients.<\/p>\n<p>Marie Lefaucheur, Responsable Exp\u00e9rience Client chez Th\u00e9s\u00e9e Datacenter, revient sur le projet d\u2019implantation d\u2019un outil ITSM, devenu n\u00e9cessaire, et le choix d\u2019iTop.<\/p>\n","protected":false},"author":29,"featured_media":7523,"comment_status":"open","ping_status":"open","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":[139,148],"class_list":["post-7522","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-success-story-fr","tag-helpdesk-fr","tag-ticketing-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - 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