{"id":293730,"date":"2025-05-09T20:37:21","date_gmt":"2025-05-09T20:37:21","guid":{"rendered":"https:\/\/onedesk.com\/how-to-change-management\/"},"modified":"2025-05-09T20:37:23","modified_gmt":"2025-05-09T20:37:23","slug":"how-to-change-management","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/how-to-change-management\/","title":{"rendered":"Gestion du changement avec OneDesk"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">La gestion du changement est une approche de gestion des changements organisationnels, qui peut concerner les processus, l&#8217;infrastructure ou la technologie. L&#8217;objectif est de mettre en \u0153uvre les changements en douceur, avec un risque minimal pour les utilisateurs. Dans le contexte du support technique, ce processus fait g\u00e9n\u00e9ralement r\u00e9f\u00e9rence \u00e0 la gestion du changement informatique. Cet article d\u00e9crit un processus de base de gestion du changement informatique avec OneDesk. Vous pouvez adapter ce flux \u00e0 votre convenance afin de l&#8217;adapter \u00e0 votre organisation et \u00e0 vos objectifs.      <\/p>\n\n<p class=\"wp-block-paragraph\">Un processus de gestion du changement implique :<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Demande initiale<\/strong> &#8211; Les utilisateurs finaux ou le personnel informatique \u00e9mettent une demande de changement avec des attentes ou des risques possibles.  <\/li>\n\n\n\n<li><strong>\u00c9valuation et planification<\/strong> &#8211; L&#8217;\u00e9quipe examine la demande et documente les exigences.  <\/li>\n\n\n\n<li><strong>Approbation<\/strong> \u2013 Le gestionnaire appropri\u00e9 examine et approuve le plan.<\/li>\n\n\n\n<li><strong>Mise en \u0153uvre<\/strong> \u2013 Les modifications sont exp\u00e9di\u00e9es.<\/li>\n<\/ul>\n\n<div style=\"height:52px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\" id=\"h-how-it-will-work-together-nbsp\">Comment cela fonctionnera ensemble  <\/h2>\n\n<p class=\"wp-block-paragraph\">Avant de discuter de la configuration proprement dite, voyons comment fonctionne ce processus de gestion des changements.  <\/p>\n\n<p class=\"wp-block-paragraph\">Le processus d\u00e9marre lorsqu&#8217;un utilisateur final ou un membre de l&#8217;\u00e9quipe informatique soumet une demande. Les utilisateurs finaux peuvent acc\u00e9der \u00e0 votre formulaire web (et aux autres applications client) o\u00f9 que vous les d\u00e9ployiez\u00a0; g\u00e9n\u00e9ralement depuis votre site web via un lien ou le widget web. Les utilisateurs soumettent leur demande de modification depuis le formulaire web. Cette demande est enregistr\u00e9e sous forme de ticket contenant les informations n\u00e9cessaires, telles que renseign\u00e9es dans le formulaire. Les agents informatiques peuvent soumettre une demande de modification en interne depuis OneDesk \u00e0 l&#8217;aide d&#8217;un formulaire mod\u00e8le.      <\/p>\n\n<p class=\"wp-block-paragraph\">D\u00e8s la cr\u00e9ation de la demande, un syst\u00e8me automatis\u00e9 assigne le ou les agents concern\u00e9s. L&#8217;agent d\u00e9sign\u00e9 effectue l&#8217;\u00e9valuation et la planification, documente le processus et discute avec ses coll\u00e8gues si n\u00e9cessaire. Une fois la phase d&#8217;\u00e9valuation et de planification termin\u00e9e, l&#8217;agent met \u00e0 jour le statut du ticket et le d\u00e9finit comme n\u00e9cessitant une approbation. Le responsable est inform\u00e9 de la demande par e-mail automatis\u00e9. Si un utilisateur final ou une partie prenante effectue l&#8217;approbation, il peut le faire via le <a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-362ca200-2792-422a-ab2d-e88d3784f0a0?customerAccess=\" target=\"_blank\" rel=\"noreferrer noopener\"><u>portail de tickets<\/u><\/a> . Si un utilisateur final a soumis la demande, il peut \u00e9galement suivre l&#8217;avancement du traitement ou engager une conversation via le portail de tickets. Si le responsable qui effectue l&#8217;approbation est un utilisateur OneDesk, il peut approuver la demande via l&#8217;application web ou mobile OneDesk.        <\/p>\n\n<p class=\"wp-block-paragraph\">Apr\u00e8s la mise en \u0153uvre, d\u00e9finissez le statut de la demande sur Termin\u00e9. Vous pouvez am\u00e9liorer le processus de gestion du changement en documentant vos processus gr\u00e2ce \u00e0 la <a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-dc97b26b-c8ff-41d0-8814-6d655b23cfbb?customerAccess=\" target=\"_blank\" rel=\"noreferrer noopener\"><u>base de connaissances<\/u><\/a> .   <\/p>\n\n<div style=\"height:44px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\" id=\"h-setup-your-change-management-workflow\">Configurez votre flux de travail de gestion du changement<\/h2>\n\n<div style=\"height:26px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 class=\"wp-block-heading\" id=\"h-step-1-create-a-ticket-type\">\u00c9tape 1\u00a0: Cr\u00e9er un type de ticket<\/h3>\n\n<p class=\"wp-block-paragraph\">Dans OneDesk, vous pouvez g\u00e9rer plusieurs types de tickets pour diff\u00e9rents services ou processus. Chaque type peut avoir des statuts, des formulaires et des automatisations distincts. La premi\u00e8re \u00e9tape pour configurer votre processus de gestion des modifications consiste \u00e0 cr\u00e9er un type de ticket.    <\/p>\n\n<p class=\"wp-block-paragraph\">Acc\u00e9dez \u00e0 Admin &gt; Tickets &gt; Types de tickets, puis s\u00e9lectionnez \u00ab\u00a0Afficher les types masqu\u00e9s\u00a0\u00bb. Activez un nouveau type et donnez-lui un nom appropri\u00e9, par exemple \u00ab\u00a0Modifier\u00a0\u00bb.   <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>Conseil\u00a0:<\/strong> vous pouvez cr\u00e9er des types de tickets pour diff\u00e9rentes cat\u00e9gories de modifications, telles que les modifications standard ou les modifications d&#8217;urgence.  <\/p>\n\n<p class=\"wp-block-paragraph\">\u00c0 c\u00f4t\u00e9 de ce nouveau type de ticket, s\u00e9lectionnez \u00ab\u00a0G\u00e9rer les statuts\u00a0\u00bb. Configurez les statuts correspondant aux \u00e9tapes de votre workflow de gestion des modifications. <\/p>\n\n<p class=\"wp-block-paragraph\">Par exemple, les statuts suivants fonctionneraient pour un flux de gestion des changements simple\u00a0:  <\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0Nouveau\u00a0\u00bb\u00a0\u2013 \u00c9tat non d\u00e9marr\u00e9<\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab En planification \u00bb &#8211; \u00c9tat en cours<\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0Approbation requise\u00a0\u00bb\u00a0\u2013\u00a0\u00c9tat en cours<\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0Impl\u00e9ment\u00e9\u00a0\u00bb\u00a0\u2013 \u00c9tat termin\u00e9<\/p>\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" src=\"https:\/\/app.onedesk.com\/cware\/view\/fb7682ee-0c86-42b6-97b6-704ef1340e27\" alt=\"\"\/><\/figure>\n\n<div style=\"height:49px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 class=\"wp-block-heading\" id=\"h-step-2-create-relevant-custom-fields\">\u00c9tape 2\u00a0: Cr\u00e9er des champs personnalis\u00e9s pertinents  <\/h3>\n\n<p class=\"wp-block-paragraph\">Vous devrez ensuite probablement cr\u00e9er des champs personnalis\u00e9s pour vos tickets. Ces champs peuvent vous aider \u00e0 saisir des informations sur la demande de modification sp\u00e9cifique \u00e0 votre entreprise.   <\/p>\n\n<p class=\"wp-block-paragraph\">Acc\u00e9dez \u00e0 Admin &gt; Champs personnalis\u00e9s &gt; Cr\u00e9er un champ personnalis\u00e9.  <\/p>\n\n<p class=\"wp-block-paragraph\">Voici quelques exemples de champs personnalis\u00e9s que vous pouvez cr\u00e9er\u00a0: Urgence ou Service. Dans la fen\u00eatre de cr\u00e9ation de champs personnalis\u00e9s, ajoutez-les au panneau de d\u00e9tails du ticket. Nous les ajouterons ult\u00e9rieurement au formulaire web destin\u00e9 aux clients.    <\/p>\n\n<p class=\"wp-block-paragraph\">En savoir plus sur <a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-966c952b-672d-486a-bc70-fd54c4d59d0f?customerAccess=\" target=\"_blank\" rel=\"noreferrer noopener\"><u>les champs personnalis\u00e9s<\/u><\/a> .  <\/p>\n\n<div style=\"height:49px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 class=\"wp-block-heading\" id=\"h-step-3-create-your-internal-form-template\">\u00c9tape 3\u00a0: Cr\u00e9ez votre mod\u00e8le de formulaire interne<\/h3>\n\n<p class=\"wp-block-paragraph\">Un formulaire interne peut \u00eatre utilis\u00e9 par votre \u00e9quipe informatique pour lancer une nouvelle demande de modification dans OneDesk.<\/p>\n\n<p class=\"wp-block-paragraph\">Acc\u00e9dez \u00e0 Administration &gt; Formulaires. S\u00e9lectionnez le formulaire sous le type de ticket \u00ab\u00a0Modification\u00a0\u00bb. Ajoutez les champs personnalis\u00e9s que vous avez cr\u00e9\u00e9s au formulaire. Vous pouvez d\u00e9finir des valeurs par d\u00e9faut pour n&#8217;importe quel champ du formulaire. Les valeurs par d\u00e9faut seront pr\u00e9-remplies lors de la cr\u00e9ation d&#8217;une nouvelle modification, ce qui acc\u00e9l\u00e8re la cr\u00e9ation de nouvelles demandes.      <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>Astuce<\/strong>\u00a0: vous pouvez cr\u00e9er plusieurs formulaires pour votre ticket de modification, chacun avec des valeurs par d\u00e9faut diff\u00e9rentes.<\/p>\n\n<div style=\"height:33px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 class=\"wp-block-heading\" id=\"h-step-4-create-the-form-for-your-end-users-customers\">\u00c9tape 4\u00a0: Cr\u00e9ez le formulaire pour vos utilisateurs finaux\/clients  <\/h3>\n\n<p class=\"wp-block-paragraph\">Un formulaire web peut \u00eatre utilis\u00e9 par les utilisateurs finaux, les clients ou les parties prenantes pour soumettre une nouvelle demande de modification. Acc\u00e9dez \u00e0 Admin &gt; Formulaires web &gt; Cr\u00e9er un formulaire web pour le type de ticket \u00ab\u00a0Modification\u00a0\u00bb. <\/p>\n\n<p class=\"wp-block-paragraph\">Configurez le menu du formulaire, le titre et le sous-titre selon vos pr\u00e9f\u00e9rences.  <\/p>\n\n<p class=\"wp-block-paragraph\">Ajoutez les champs appropri\u00e9s (y compris les champs personnalis\u00e9s cr\u00e9\u00e9s pr\u00e9c\u00e9demment) \u00e0 votre formulaire web. Pour garantir la saisie de toutes les informations, vous pouvez d\u00e9finir les champs comme requis.   <\/p>\n\n<p class=\"wp-block-paragraph\">Astuce : apr\u00e8s la soumission, le demandeur peut consulter la demande depuis le <a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-362ca200-2792-422a-ab2d-e88d3784f0a0?customerAccess=\" target=\"_blank\" rel=\"noreferrer noopener\"><u>portail de tickets<\/u><\/a> .<\/p>\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 class=\"wp-block-heading\" id=\"h-step-5-automate-the-workflow\">\u00c9tape 5\u00a0: Automatiser le flux de travail  <\/h3>\n\n<p class=\"wp-block-paragraph\">Enfin, configurons quelques automatisations pour que tout se d\u00e9roule de mani\u00e8re fluide et efficace. Les automatisations s&#8217;ex\u00e9cutent sur des requ\u00eates lorsqu&#8217;une condition est remplie, puis ex\u00e9cutent une action. <\/p>\n\n<p class=\"wp-block-paragraph\">Vous souhaiterez cr\u00e9er au moins deux automatisations pour faciliter le processus de gestion du changement<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Tout d\u2019abord, pour affecter un agent (ou plusieurs agents) \u00e0 la demande initiale<\/li>\n\n\n\n<li>Deuxi\u00e8mement, pour informer un responsable que la demande doit \u00eatre approuv\u00e9e.<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">Pour la premi\u00e8re automatisation, s\u00e9lectionnez \u00ab\u00a0Ex\u00e9cutions sur le ticket de type \u00ab\u00a0Modification\u00a0\u00bb. Pour le d\u00e9clencheur, s\u00e9lectionnez \u00ab\u00a0L&#8217;\u00e9l\u00e9ment est cr\u00e9\u00e9\u00a0\u00bb. Pour l&#8217;action, s\u00e9lectionnez \u00ab\u00a0Attribu\u00e9\u00a0\u00bb et ajoutez le ou les agents concern\u00e9s qui travailleront sur l&#8217;\u00e9tape initiale.   <\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/app.onedesk.com\/cware\/view\/2860ad5a-188f-40e9-8fbc-eaea06a452e0\" alt=\"\"\/><\/figure>\n\n<p class=\"wp-block-paragraph\">Pour la deuxi\u00e8me automatisation, s\u00e9lectionnez le type \u00ab\u00a0Modification\u00a0\u00bb pour les ex\u00e9cutions. Pour le d\u00e9clencheur, s\u00e9lectionnez \u00ab\u00a0Approbation requise\u00a0\u00bb pour le statut du cycle de vie. Pour l&#8217;action, s\u00e9lectionnez \u00ab\u00a0Envoyer un mod\u00e8le d&#8217;e-mail\u00a0\u00bb. Saisissez l&#8217;e-mail qui sera envoy\u00e9 au responsable ou \u00e0 la partie prenante lorsque la demande devra \u00eatre approuv\u00e9e.     <\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/app.onedesk.com\/cware\/view\/3cce2259-1526-47a6-bba9-0d3f8583dcc9\" alt=\"\"\/><\/figure>\n\n<p class=\"wp-block-paragraph\">Vous pouvez configurer ces automatisations selon vos besoins. Par exemple, vous pouvez attribuer la demande en fonction de champs personnalis\u00e9s s\u00e9lectionn\u00e9s, la d\u00e9placer vers un projet sp\u00e9cifique, et bien plus encore.   <\/p>\n\n<p class=\"wp-block-paragraph\">En savoir plus sur les automatisations\u00a0: <a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-9251dbe4-e2f5-4359-8953-c85eecba185a?customerAccess=\" target=\"_blank\" rel=\"noreferrer noopener\"><u>\u00c0 propos des automatisations<\/u><\/a><\/p>\n\n<p class=\"wp-block-paragraph\">Votre workflow de gestion du changement est d\u00e9sormais configur\u00e9. N&#8217;h\u00e9sitez pas \u00e0 le modifier selon vos besoins ou l&#8217;\u00e9volution des processus. <\/p>\n","protected":false},"excerpt":{"rendered":"<p>La gestion du changement est une approche de gestion des changements organisationnels, qui peut concerner les processus, l&#8217;infrastructure ou la technologie. L&#8217;objectif est de mettre en \u0153uvre les changements en douceur, avec un risque minimal pour les utilisateurs. Dans le contexte du support technique, ce processus fait g\u00e9n\u00e9ralement r\u00e9f\u00e9rence \u00e0 la gestion du changement informatique. [&hellip;]<\/p>\n","protected":false},"author":30,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","_crdt_document":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[9425],"tags":[],"class_list":["post-293730","post","type-post","status-publish","format-standard","hentry","category-1-comment-utiliser-onedesk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Gestion du changement | Blog du service d&#039;assistance OneDesk<\/title>\n<meta name=\"description\" content=\"Minimisez l&#039;impact des incidents et des probl\u00e8mes gr\u00e2ce \u00e0 un processus automatis\u00e9 de gestion du changement. D\u00e9couvrez comment mettre en \u0153uvre la gestion du changement avec OneDesk.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/onedesk.com\/fr\/how-to-change-management\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gestion du changement | Blog du service d&#039;assistance OneDesk\" \/>\n<meta property=\"og:description\" content=\"Minimisez l&#039;impact des incidents et des probl\u00e8mes gr\u00e2ce \u00e0 un processus automatis\u00e9 de gestion du changement. D\u00e9couvrez comment mettre en \u0153uvre la gestion du changement avec OneDesk.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/onedesk.com\/fr\/how-to-change-management\/\" \/>\n<meta property=\"og:site_name\" content=\"OneDesk\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OneDeskApp\" \/>\n<meta property=\"article:published_time\" content=\"2025-05-09T20:37:21+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-09T20:37:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/app.onedesk.com\/cware\/view\/fb7682ee-0c86-42b6-97b6-704ef1340e27\" \/>\n<meta name=\"author\" content=\"Erin Richardson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@OneDeskApp\" \/>\n<meta name=\"twitter:site\" content=\"@OneDeskApp\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Erin Richardson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Gestion du changement | Blog du service d'assistance OneDesk","description":"Minimisez l'impact des incidents et des probl\u00e8mes gr\u00e2ce \u00e0 un processus automatis\u00e9 de gestion du changement. 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