{"id":76292,"date":"2021-03-17T18:29:22","date_gmt":"2021-03-17T18:29:22","guid":{"rendered":"https:\/\/onedesk.com\/helpdesk-for-itsm-itil-onedesk\/"},"modified":"2021-03-17T18:29:27","modified_gmt":"2021-03-17T18:29:27","slug":"helpdesk-for-itsm-itil-onedesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/helpdesk-for-itsm-itil-onedesk\/","title":{"rendered":"Une exp\u00e9rience plus simple: Helpdesk pour ITSM \/ ITIL"},"content":{"rendered":"<h2 style=\"text-align: justify;\"><strong>Une exp\u00e9rience plus simple: Helpdesk pour ITSM \/ ITIL<\/strong><\/h2>\n<p style=\"text-align: justify;\">ITIL, ou IT Infrastructure Library, est une s\u00e9rie de documents (un cadre) utilis\u00e9s pour aider \u00e0 la mise en \u0153uvre d&#8217;un helpdesk configur\u00e9 de mani\u00e8re optimale pour la gestion des services informatiques (ITSM). Ces documents concernent:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Strat\u00e9gie de service.<\/li>\n<li>Conception de services.<\/li>\n<li>Op\u00e9ration de service.<\/li>\n<li>Transition de service.<\/li>\n<li>Am\u00e9lioration continue des services.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">Le helpdesk id\u00e9al sera mis en place pour mettre en \u0153uvre les recommandations de la documentation l\u00e0 o\u00f9 cela est appropri\u00e9.<br \/>\nMis en \u0153uvre correctement, un helpdesk pour ITSM:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Servir de point de contact unique pour les utilisateurs.<\/li>\n<li>Fournir des communications centralis\u00e9es.<\/li>\n<li>Surveillez et escaladez les probl\u00e8mes.<\/li>\n<li>R\u00e9solvez et cl\u00f4turez les probl\u00e8mes.<\/li>\n<\/ul>\n<h3><span data-story-id=\"story_7674dd37c9100f56e87060a4cd929217\" data-room-id=\"room_d3c1e182c20485489472dff419c0923f\" data-timestamp=\"1481833618301\" data-text=\"How is ITIL &amp; ITSM used\" data-userid=\"800745871890653184\" data-orgid=\"425220639864197120\">Comment sont utilis\u00e9s ITIL et ITSM<\/span><img><\/h3>\n<p style=\"text-align: justify;\">Avec ITSM bas\u00e9 sur un framework ITIL, le helpdesk est d\u00e9lib\u00e9r\u00e9ment con\u00e7u pour satisfaire une strat\u00e9gie sp\u00e9cifique. Cette strat\u00e9gie fournit \u00e0 l&#8217;\u00e9quipe qui met en \u0153uvre un cadre ITIL un ensemble clair de m\u00e9thodologies, caract\u00e9ristiques et capacit\u00e9s du support technique.<\/p>\n<p style=\"text-align: justify;\">ITIL dit que le helpdesk devrait servir de point de contact unique. Ainsi, l&#8217;ITSM devrait inclure la capacit\u00e9 de permettre \u00e0 chaque technicien du support technique de servir de point de contact unique chaque fois qu&#8217;un client appelle pour un nouveau probl\u00e8me. Le transfert vers un autre technicien devrait \u00eatre un \u00e9v\u00e9nement rare. Le client doit se sentir au c\u0153ur du fonctionnement du helpdesk.<\/p>\n<p style=\"text-align: justify;\">La gestion des services doit \u00e9galement permettre des communications centralis\u00e9es. Le technicien du service d&#8217;assistance doit \u00eatre en mesure de parler avec le client (que ce client soit un client externe ou un client interne) et de la maintenance, et \u00eatre en mesure de fournir des mises \u00e0 jour et de demander des actions rapides aux techniciens syst\u00e8me.<\/p>\n<p style=\"text-align: justify;\">Si un probl\u00e8me est plus compliqu\u00e9 que pr\u00e9vu, le technicien doit, sans implication de l&#8217;utilisateur, \u00eatre en mesure de faire remonter le probl\u00e8me, tout en tenant le client inform\u00e9 de l&#8217;\u00e9tat du probl\u00e8me.<\/p>\n<p style=\"text-align: justify;\">Gr\u00e2ce aux capacit\u00e9s du support technique, le technicien doit \u00eatre en mesure de r\u00e9soudre un probl\u00e8me, de capturer une description du probl\u00e8me et de capturer les actions entreprises pour r\u00e9soudre le probl\u00e8me. De plus, le syst\u00e8me de helpdesk doit permettre de d\u00e9poser la solution dans une base de connaissances, la rendant ainsi disponible pour l&#8217;avenir<\/p>\n<h3 style=\"text-align: justify;\"><span data-story-id=\"story_7674dd37c9100f56e87060a4cd929217\" data-room-id=\"room_d3c1e182c20485489472dff419c0923f\" data-timestamp=\"1481833618301\" data-text=\"what can you do with it\" data-userid=\"800745871890653184\" data-orgid=\"425220639864197120\">Que peut faire un helpdesk pour ITSM pour vous<\/span><\/h3>\n<p style=\"text-align: justify;\">ITIL vous permet de d\u00e9velopper une strat\u00e9gie de maintenance de votre infrastructure informatique. Gr\u00e2ce \u00e0 cette strat\u00e9gie, vous serez en mesure de concevoir une op\u00e9ration d&#8217;assistance qui vous fournira les capacit\u00e9s dont vous aurez besoin pour r\u00e9pondre aux besoins et aux pr\u00e9occupations de vos clients. Avec la conception, vous pourrez d\u00e9velopper et supporter une op\u00e9ration capable de g\u00e9rer efficacement les incidents g\u00e9n\u00e9r\u00e9s par votre infrastructure.<\/p>\n<p style=\"text-align: justify;\">Et bien s\u00fbr, avec un ensemble objectif d&#8217;op\u00e9rations, vous serez en mesure de fournir des donn\u00e9es (combien de fois le client a-t-il eu \u00e0 parler au technicien, combien de temps le client a-t-il d\u00fb attendre pour une prise en charge, combien de fois le client transf\u00e9r\u00e9 entre les techniciens, combien de temps le probl\u00e8me le client a-t-il appel\u00e9 persiste) pour d\u00e9velopper une strat\u00e9gie d&#8217;am\u00e9lioration des services.<\/p>\n<p style=\"text-align: justify;\">OneDesk est un service d&#8217;assistance pour ITSM et fournit les capacit\u00e9s requises pour impl\u00e9menter un cadre ITIL. Le syst\u00e8me fournit:<\/p>\n<ul>\n<li style=\"text-align: justify;\">Communication centralis\u00e9e utilisant plusieurs canaux de communication.<\/li>\n<li style=\"text-align: justify;\">Le technicien comme point de contact unique avec le client.<\/li>\n<li style=\"text-align: justify;\">La capacit\u00e9 de surveiller et de faire remonter les probl\u00e8mes.<\/li>\n<li style=\"text-align: justify;\">La capacit\u00e9 de r\u00e9soudre les probl\u00e8mes, de fermer les cas et de capturer la solution pour une base de connaissances.<\/li>\n<\/ul>\n<p><em><span style=\"font-size: 10pt;\">Cr\u00e9dit photo: &#8220;Livres&#8221; \/ Rodrigo Galindez \/<a href=\"https:\/\/creativecommons.org\/licenses\/by\/2.0\/legalcode\"> CC BY<\/a><\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Une exp\u00e9rience plus simple: Helpdesk pour ITSM \/ ITIL ITIL, ou IT Infrastructure Library, est une s\u00e9rie de documents (un cadre) utilis\u00e9s pour aider \u00e0 la mise en \u0153uvre d&#8217;un helpdesk configur\u00e9 de mani\u00e8re optimale pour la gestion des services informatiques (ITSM). Ces documents concernent: Strat\u00e9gie de service. Conception de services. Op\u00e9ration de service. Transition [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":58999,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","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":""}},"_wpcom_ai_launchpad_first_post":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[9427],"tags":[],"class_list":["post-76292","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-6-helpdesk-lab"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.3 (Yoast SEO v28.3) - 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