{"id":7656,"date":"2025-10-17T09:19:41","date_gmt":"2025-10-17T09:19:41","guid":{"rendered":"https:\/\/combodo.com\/?p=7656"},"modified":"2026-04-07T09:11:56","modified_gmt":"2026-04-07T09:11:56","slug":"itop-itsm-open-source","status":"publish","type":"post","link":"https:\/\/combodo.com\/fr\/success-story-fr\/itop-itsm-open-source\/","title":{"rendered":"iTop, l\u2019ITSM open source des 400 magasins du client"},"content":{"rendered":"

Un outil ax\u00e9 sur les processus IT pour g\u00e9rer l\u2019informatique de 400 magasins<\/h2>\n

Le service IT de notre client g\u00e8re l’informatique de 400 magasins, ainsi que plusieurs sites d\u00e9di\u00e9s \u00e0 la cha\u00eene logistique (usines, plateformes de conditionnement, transport, etc…). \u00c0 ce titre, la supervision des \u00e9quipements est hautement strat\u00e9gique et le logiciel ITSM d’autant plus. \u00ab Nous avons besoin d\u2019une visibilit\u00e9 totale sur l\u2019ensemble des \u00e9quipements de notre p\u00e9rim\u00e8tre et des liens qui existent entre eux (ordinateurs situ\u00e9s dans les rayons, balances pour les fromages \u00e0 la coupe, composants du r\u00e9seau, bornes wifi, t\u00e9l\u00e9phonie, onduleurs\u2026). Nous avons utilis\u00e9 la solution ITSM am\u00e9ricaine leader du march\u00e9 pendant des ann\u00e9es, mais nous avons d\u00e9cid\u00e9 d\u2019en changer, car nous n\u2019adh\u00e9rions pas avec l\u2019orientation strat\u00e9gique de l\u2019\u00e9diteur : le logiciel s\u2019est transform\u00e9 en une grande bo\u00eete \u00e0 outils surdimensionn\u00e9e par rapport \u00e0 nos besoins. De plus, nous n’\u00e9tions pas ma\u00eetres des mont\u00e9es de versions r\u00e9guli\u00e8res impos\u00e9es par l’\u00e9diteur. \u00bb, explique l’administrateur iTop du client.<\/p>\n

L\u2019open source pour gagner en autonomie<\/h2>\n

Le choix d\u2019iTop pour remplacer la solution ITSM de l\u2019\u00e9quipe informatique du client a en partie \u00e9t\u00e9 motiv\u00e9 par l\u2019open source.<\/a> \u00ab L\u2019open source nous est apparu comme une \u00e9vidence pour garder un maximum d\u2019autonomie : en acc\u00e9dant au code source, nous nous assurons une bonne connaissance et ma\u00eetrise du fonctionnement de l\u2019application. La philosophie nous correspond bien : c\u2019est une approche ax\u00e9e sur le partage, les \u00e9changes. Les interactions avec la communaut\u00e9 cr\u00e9ent de l\u2019\u00e9mulsion \u00bb, ajoute l’administrateur iTop du client.<\/p>\n

Changer de logiciel ITSM en deux mois<\/h2>\n

Une contrainte de poids impactait le projet de changement de logiciel ITSM : l\u2019expiration en fin d’ann\u00e9e du contrat du logiciel alors utilis\u00e9, soit seulement deux mois apr\u00e8s la d\u00e9cision de changer l’outil ITSM. \u00ab Migrer l\u2019ensemble de notre ITSM en moins de deux mois en assurant la continuit\u00e9 de services\u2026 le d\u00e9fi \u00e9tait os\u00e9 ! Heureusement, iTop nous a offert la souplesse n\u00e9cessaire pour relever le challenge. Je reste persuad\u00e9 que nous n\u2019aurions pas pu le faire avec un autre outil ! Combodo nous a accompagn\u00e9s dans la customisation d’iTop. La \u00ab\u00a0To Do List\u00a0\u00bb du projet a \u00e9t\u00e9 \u00e9volutive : pour rester agiles et nous assurer d\u2019avoir une solution op\u00e9rationnelle \u00e0 la date d\u2019\u00e9ch\u00e9ance pr\u00e9vue, nous avons revu nos priorit\u00e9s chaque semaine. Au moment pr\u00e9vu, nous avons migr\u00e9 sur iTop du jour au lendemain, en r\u00e9cup\u00e9rant toutes nos donn\u00e9es (base de connaissance, tickets en cours, etc.). Tout \u00e0 \u00e9t\u00e9 tr\u00e8s simple pour les utilisateurs \u00bb, explique l\u2019administrateur iTop. L\u2019\u00e9quipe informatique du client utilise principalement iTop pour le ticketing (demandes et incidents) et la CMDB. Celle-ci est aujourd\u2019hui consid\u00e9r\u00e9e comme un r\u00e9f\u00e9rentiel dans lequel tous les objets qui composent le SI, ainsi que leurs interd\u00e9pendances, sont renseign\u00e9s.<\/p>\n

Carton plein pour iTop !<\/h2>\n

La migration de l\u2019ITSM vers iTop a suscit\u00e9 un r\u00e9el engouement en interne, avec des gains concrets \u00e0 la cl\u00e9. \u00ab L’outil iTop est beaucoup plus simple dans son usage et permet de nombreuses interactions entre la CMDB et d’autres outils \u00bb, explique l’administrateur iTop. \u00ab Le logiciel est h\u00e9berg\u00e9 chez nous (On Premise) donc nous pouvons d\u00e9ployer des couches applicatives et acc\u00e9der \u00e0 la base de donn\u00e9es \u00e0 tout moment. Les possibilit\u00e9s de personnalisations sont tr\u00e8s appr\u00e9ci\u00e9es par l\u2019\u00e9quipe : l\u2019ITSM Designer permet de d\u00e9velopper des fonctionnalit\u00e9s sans programmation (No Code). \u00bb \u00ab L’adoption par l’\u00e9quipe et les utilisateurs a \u00e9t\u00e9 une vraie r\u00e9ussite ! Auparavant, les \u00e9quipes IT utilisaient tr\u00e8s peu la CMDB de l’ancien outil. Avec iTop, cette derni\u00e8re est bien mieux aliment\u00e9e et contr\u00f4l\u00e9e ce qui permet une meilleure adh\u00e9sion des utilisateurs \u00bb, ajoute l’administrateur iTop. En outre, iTop offre \u00e0 l\u2019\u00e9quipe IT du client une meilleure visibilit\u00e9 sur ses activit\u00e9s et sur l\u2019ensemble du SI. \u00ab Nous perdons beaucoup moins de temps dans la gestion IT ; d\u2019autant qu\u2019iTop permet des interconnexions avec d\u2019autres outils, qui nous aident \u00e0 gagner en efficacit\u00e9 au quotidien (g\u00e9rer les incidents, retrouver facilement les machines…).<\/p>\n","protected":false},"excerpt":{"rendered":"

Notre client est un sp\u00e9cialiste de la distribution de produits frais, qui g\u00e8re notamment la partie fruits et l\u00e9gumes, poissonnerie et cr\u00e8merie de 400 magasins en France. La DSI de l’entreprise supervise l’ensemble des \u00e9quipements pr\u00e9sents en magasin et sur les sites logistiques. \u00c0 ce titre, l\u2019ITSM est particuli\u00e8rement strat\u00e9gique pour la soci\u00e9t\u00e9 et le choix d\u2019un outil performant l\u2019est tout autant. L\u2019\u00e9quipe a ainsi abandonn\u00e9 sa solution ITSM historique en place, devenue trop g\u00e9n\u00e9raliste, pour d\u00e9ployer iTop, logiciel open source centr\u00e9 sur les processus IT.<\/p>\n","protected":false},"author":29,"featured_media":7658,"comment_status":"open","ping_status":"open","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":[128],"tags":[133,145,148],"class_list":["post-7656","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-success-story-fr","tag-cmdb-fr","tag-open-source-fr","tag-ticketing-fr"],"acf":[],"yoast_head":"\nSolution ITSM open source pour une meilleure visibilit\u00e9<\/title>\n<meta name=\"description\" content=\"En deux mois, le service IT de 400 magasins a migr\u00e9 vers iTop, un ITSM open source pour g\u00e9rer incidents, CMDB et services IT.\" 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