{"id":7630,"date":"2025-10-10T15:39:51","date_gmt":"2025-10-10T15:39:51","guid":{"rendered":"https:\/\/combodo.com\/?p=7630"},"modified":"2025-12-09T13:36:16","modified_gmt":"2025-12-09T13:36:16","slug":"groupe-seb-itop-service-desk","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/success-story-fr\/groupe-seb-itop-service-desk\/","title":{"rendered":"Une instance d\u00e9di\u00e9e aux m\u00e9tiers de la finance, pour une communication standardis\u00e9e"},"content":{"rendered":"

Incidents, changements… iTop pour le service desk, noyau de la DSI<\/h2>\n

En remplacement d\u2019un outil de ticketing, qui arrivait au bout de ses limites, le groupe SEB<\/a> a r\u00e9alis\u00e9 une \u00e9tude de march\u00e9 approfondie afin de choisir un nouvel outil de gestion des services informatiques.<\/strong> \u201cPlusieurs solutions ont \u00e9t\u00e9 compar\u00e9es, notamment ServiceNow, GLPI et iTop. Chaque solution a \u00e9t\u00e9 \u00e9valu\u00e9e en fonction des besoins sp\u00e9cifiques de la DSI, du budget disponible et des possibilit\u00e9s d’\u00e9volution. Finalement, iTop a \u00e9t\u00e9 choisie pour sa flexibilit\u00e9 et ses capacit\u00e9s d’\u00e9volution<\/strong>\u201d, explique J\u00e9r\u00e9my Genty.<\/p>\n

La plateforme ITSM est utilis\u00e9e par la DSI afin de tracer<\/strong>, monitorer les bugs sur l\u2019infrastructure<\/strong>, mais \u00e9galement toutes les applications associ\u00e9es aux produits de la marque<\/strong>. \u201cAvec iTop, la gestion des incidents et des demandes de services a \u00e9t\u00e9 grandement simplifi\u00e9e. Un portail utilisateurs avec un catalogue de services permet aux employ\u00e9s de soumettre leurs demandes facilement ; par exemple, une fonctionnalit\u00e9 sur une appli qui ne fonctionne plus ou un probl\u00e8me avec le mat\u00e9riel informatique. Les demandes peuvent \u00e9galement \u00eatre envoy\u00e9es par email<\/strong>, puis requalifi\u00e9es par notre \u00e9quipe IT.\u201d<\/p>\n

La gestion des changements<\/strong> est un autre aspect important pris en charge par iTop : \u201cle reporting est effectu\u00e9 sur l\u2019outil, Metabase, permettant une animation efficace des comit\u00e9s de changement et un suivi d\u00e9taill\u00e9.\u201d De son c\u00f4t\u00e9, la CMDB d\u2019iTop lie tous les changements et tickets \u00e0 des actifs sp\u00e9cifiques, offrant ainsi une vision claire et globale des infrastructures IT<\/strong>. \u201cCela facilite vraiment la gestion des changements en fournissant une vue d\u2019ensemble sur les impacts potentiels.\u201d<\/p>\n

Une instance strat\u00e9gique d\u00e9di\u00e9e \u00e0 la finance<\/h2>\n

La mise en place d\u2019iTop au sein de la DSI de SEB a permis l‘uniformisation des processus financiers<\/strong>, qui jusque-l\u00e0 passaient principalement par email, entra\u00eenant une absence de visibilit\u00e9 et de suivi des \u00e9changes. Pour r\u00e9soudre ce probl\u00e8me, le groupe SEB a cr\u00e9\u00e9 quatre centres de services<\/strong> ayant pour mission de traiter les demandes des m\u00e9tiers – en France, en Pologne, en Chine et en Colombie.<\/p>\n

\u201cNous avons d\u00e9ploy\u00e9 une instance sp\u00e9cifique d\u2019iTop pour g\u00e9rer les diff\u00e9rentes demandes, de la comptabilit\u00e9 g\u00e9n\u00e9rale \u00e0 la comptabilit\u00e9 fournisseurs, en passant par la gestion des master data. Au lieu d\u2019un simple email avec une description g\u00e9n\u00e9rique, les financiers locaux utilisent d\u00e9sormais un syst\u00e8me de ticketing avec des formulaires d\u00e9finis : on a une communication standardis\u00e9e et claire entre toutes les entit\u00e9s du groupe,<\/strong>\u201d r\u00e9sume l\u2019expert.<\/p>\n

En amont, des formations ont \u00e9t\u00e9 dispens\u00e9es aux \u00e9quipes financi\u00e8res afin de faciliter leur prise en main de l\u2019outil : \u201cnous avons pr\u00e9sent\u00e9 les processus, les diff\u00e9rentes fonctionnalit\u00e9s d\u2019iTop et fait une d\u00e9mo de l\u2019outil. Nous avons aussi con\u00e7u un user guide, comme support aux \u00e9quipes\u201d, se rappelle J\u00e9r\u00e9my Genty.<\/p>\n

Autre avantage notable : \u201ciTop permet de mettre en place des approbations<\/strong> pour certaines demandes, ajoutant une couche de contr\u00f4le et de validation. Les \u00e9quipes peuvent \u00e9galement visualiser le backlog de demandes \u00e0 traiter, ce qui aide \u00e0 prioriser et \u00e0 g\u00e9rer les t\u00e2ches de mani\u00e8re plus efficace.\u201d<\/p>\n

Une utilisation qui continue d\u2019\u00e9voluer<\/h2>\n

L\u2019utilisation de la CMDB reste \u00e0 am\u00e9liorer en interne. \u201cBien que l\u2019outil soit en place, on peut encore pousser nos connaissances et comp\u00e9tences. On veut aller plus loin, pour \u00eatre beaucoup
\nplus op\u00e9rationnels sur la prise en main et la connaissance de l\u2019infrastructure\u201d, soul\u00e8ve l\u2019expert ITSM.<\/p>\n

En outre, le groupe SEB travaille \u00e0 l’uniformisation et \u00e0 l\u2019extension de son catalogue de services<\/strong>. \u201cNotre objectif est de mettre fin aux d\u00e9clarations par email, qui n\u00e9cessitent une requalification beaucoup trop chronophage pour les \u00e9quipes.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

Le groupe SEB, fond\u00e9 en 1857, est un leader mondial des petits \u00e9quipements domestiques avec des marques embl\u00e9matiques comme Tefal, Rowenta et Moulinex. Le Campus SEB, si\u00e8ge social du groupe bas\u00e9 dans le bassin lyonnais, accueille les fonctions support – finance, RH, marketing, et la DSI. Pour s\u2019\u00e9quiper, la DSI a choisi la plateforme ITSM iTop. J\u00e9r\u00e9my Genty, expert ITSM, revient sur l\u2019utilisation de cet outil central.<\/p>\n","protected":false},"author":29,"featured_media":7635,"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-7630","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-success-story-fr","tag-helpdesk-fr","tag-ticketing-fr"],"acf":[],"yoast_head":"\nGroupe SEB optimise son service desk avec iTop<\/title>\n<meta name=\"description\" content=\"Le groupe SEB choisit iTop pour un service desk plus efficace : gestion des incidents, des changements et des demandes au c\u0153ur de la DSI.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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