{"id":236731,"date":"2022-01-26T01:07:20","date_gmt":"2022-01-26T09:07:20","guid":{"rendered":"https:\/\/www.faronics.com\/news\/blog\/what-makes-a-good-it-ticket-management-system-2"},"modified":"2025-02-14T01:49:03","modified_gmt":"2025-02-14T09:49:03","slug":"what-makes-a-good-it-ticket-management-system-2","status":"publish","type":"post","link":"https:\/\/www.faronics.com\/fr\/news\/blog\/what-makes-a-good-it-ticket-management-system-2","title":{"rendered":"Qu’est-ce qui d\u00e9finit un bon syst\u00e8me de gestion des tickets informatiques ?"},"content":{"rendered":"
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La gestion des tickets est devenue un \u00e9l\u00e9ment essentiel de la gestion des services informatiques au cours des deux derni\u00e8res d\u00e9cennies. Dans toutes les grandes entreprises, l’\u00e9poque o\u00f9 l’on tapait sur l’\u00e9paule d’un employ\u00e9 pour lui demander de r\u00e9soudre un probl\u00e8me informatique est r\u00e9volue.<\/span><\/p>\n<\/div>\n

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Les raisons pour lesquelles les services d’assistance ont vu le jour, puis se sont consid\u00e9rablement syst\u00e9matis\u00e9s, sont limpides. Les entreprises avaient besoin de conna\u00eetre exactement les contraintes impos\u00e9es \u00e0 leurs services informatiques, de quantifier puis de r\u00e9soudre les probl\u00e8mes les plus courants faisant perdre du temps du personnel, d’affecter les bonnes personnes aux bonnes t\u00e2ches et de mesurer l’efficacit\u00e9 des interventions.<\/span><\/p>\n<\/div>\n<\/div>\n

\"\"<\/a><\/p>\n

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Pour les petites entreprises qui ont atteint ce stade, peut-\u00eatre apr\u00e8s avoir connu une p\u00e9riode de croissance rapide, il peut \u00eatre difficile de savoir ce qu’il faut prendre en compte. Nous avons donc rassembl\u00e9 ce que nous pensons \u00eatre les \u00e9l\u00e9ments cl\u00e9s \u00e0 examiner quand on recherche des syst\u00e8mes de gestion des tickets.<\/span><\/p>\n<\/div>\n

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1.\u00a0\u00a0 <\/span>Simplicit\u00e9 d’utilisation<\/span><\/h2>\n<\/div>\n
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Si vous devez d\u00e9ployer un nouveau syst\u00e8me d’assistance, il ne doit pas \u00eatre inutilement compliqu\u00e9. Une interface utilisateur simple et \u00e9pur\u00e9e est importante pour d\u00e9velopper la confiance en interne lors de l’arriv\u00e9e d’un nouveau produit. Lorsqu’un de vos coll\u00e8gues veut faire quelque chose, il faut qu’il puisse le faire tr\u00e8s simplement. Vous voulez faciliter la vie des gens, et non pas la rendre plus compliqu\u00e9e.<\/span><\/p>\n<\/div>\n

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2.\u00a0\u00a0 <\/span>Gestion de la complexit\u00e9<\/span><\/h2>\n<\/div>\n
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Certains tickets sont simples. D’autres, beaucoup moins. Vous avez donc besoin d’un syst\u00e8me de gestion qui ne vous limite pas dans le traitement des tickets les plus pointus. Au fur et \u00e0 mesure que des informations sont fournies par les diff\u00e9rentes parties prenantes, elles doivent \u00eatre refl\u00e9t\u00e9es dans le ticket afin que chacun dispose toujours des meilleures informations.<\/span><\/p>\n<\/div>\n<\/div>\n

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\"\"<\/a><\/p>\n<\/div>\n

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3.\u00a0\u00a0 <\/span>Permettre un suivi direct<\/span><\/h2>\n<\/div>\n
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Obtenir une vue d’ensemble rapide des tickets, tri\u00e9s par statut, propri\u00e9taire ou date, doit se faire en un instant. Il devrait \u00eatre extr\u00eamement facile d’identifier vos performances et de localiser les goulets d’\u00e9tranglement.<\/span><\/p>\n<\/div>\n

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\u00a0<\/span><\/p>\n<\/div>\n

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4.\u00a0\u00a0 <\/span>Facilit\u00e9 de cr\u00e9ation des tickets<\/span><\/h2>\n<\/div>\n
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Id\u00e9alement, vous disposez d’un environnement solide dans lequel les utilisateurs n’ont pas souvent besoin de votre aide pour corriger les probl\u00e8mes. Mais en cas d’incident, vous ne voulez pas que vos coll\u00e8gues se retrouvent face \u00e0 un casse-t\u00eate pour essayer de vous joindre. Cela ne fait que g\u00e9n\u00e9rer une mauvaise r\u00e9putation qu’il peut \u00eatre difficile de corriger ult\u00e9rieurement. L’une des meilleures fa\u00e7ons d’obtenir une bonne accessibilit\u00e9 au service d’assistance est d’autoriser l’envoi de tickets depuis la barre de notification de Windows via une fen\u00eatre contextuelle personnalisable.<\/span><\/p>\n<\/div>\n

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5.\u00a0\u00a0 <\/span>Un \u00e9l\u00e9ment d’une solution unifi\u00e9e<\/span><\/h2>\n<\/div>\n
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Un bon service d’assistance est un outil essentiel dans l’arsenal d’un responsable informatique. Il est logique, d’un point de vue logistique, d’inclure la gestion des applications, les mises \u00e0 jour Windows, le d\u00e9ploiement du syst\u00e8me d’exploitation, l’inventaire et l’analyse, la s\u00e9curit\u00e9 et la prise de contr\u00f4le \u00e0 distance dans une m\u00eame solution.<\/span><\/p>\n<\/div>\n<\/div>\n

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Faronics propose une solution de gestion unifi\u00e9e<\/a> des terminaux, qui prend en charge votre service d’assistance et r\u00e9sout vos autres probl\u00e8mes importants.\u00a0<\/span><\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

\n
\n

La gestion des tickets est devenue un \u00e9l\u00e9ment essentiel de la gestion des services informatiques au cours des deux derni\u00e8res d\u00e9cennies. Dans toutes les grandes entreprises, l’\u00e9poque o\u00f9 l’on tapait sur l’\u00e9paule d’un employ\u00e9 pour lui demander de r\u00e9soudre un probl\u00e8me informatique est r\u00e9volue.<\/p>\n<\/p><\/div>\n

\n

Les raisons pour lesquelles les services d’assistance ont vu le jour, puis se sont consid\u00e9rablement syst\u00e9matis\u00e9s, sont limpides. Les entreprises avaient besoin de conna\u00eetre exactement les contraintes impos\u00e9es \u00e0 leurs services informatiques, de quantifier puis de r\u00e9soudre les probl\u00e8mes les plus courants faisant perdre du temps du personnel, d’affecter les bonnes personnes aux bonnes t\u00e2ches et de mesurer l’efficacit\u00e9 des interventions.<\/p>\n<\/p><\/div>\n<\/p><\/div>\n

\"\"<\/a><\/p>\n

\n
\n

Pour les petites entreprises qui ont atteint ce stade, peut-\u00eatre apr\u00e8s avoir connu une p\u00e9riode de croissance rapide, il peut \u00eatre difficile de savoir ce qu’il faut prendre en compte. Nous avons donc rassembl\u00e9 ce que nous pensons \u00eatre les \u00e9l\u00e9ments cl\u00e9s \u00e0 examiner quand on recherche des syst\u00e8mes de gestion des tickets.<\/p>\n<\/p><\/div>\n

1.\u00a0\u00a0 Simplicit\u00e9 d’utilisation <\/div>\n
\n

Si vous devez d\u00e9ployer un nouveau syst\u00e8me d’assistance, il ne doit pas \u00eatre inutilement compliqu\u00e9. Une interface utilisateur simple et \u00e9pur\u00e9e est importante pour d\u00e9velopper la confiance en interne lors de l’arriv\u00e9e d’un nouveau produit. Lorsqu’un de vos coll\u00e8gues veut faire quelque chose, il faut qu’il puisse le faire tr\u00e8s simplement. Vous voulez faciliter la vie des gens, et non pas la rendre plus <\/p>\n

Continue Reading…<\/a><\/div>\n","protected":false},"author":150,"featured_media":236715,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[6102,6112,8367,8368],"tags":[],"class_list":["post-236731","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-fr","category-computers-fr","category-tech-trends-fr","category-technology-trends-fr"],"acf":[],"yoast_head":"\nQu'est-ce qui d\u00e9finit un bon syst\u00e8me de gestion des tickets informatiques ? - Faronics<\/title>\n<meta name=\"description\" content=\"La gestion des tickets est devenue un \u00e9l\u00e9ment essentiel de la gestion des services informatiques au cours des deux derni\u00e8res d\u00e9cennies. 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