{"id":3599,"date":"2021-04-30T14:20:50","date_gmt":"2021-04-30T14:20:50","guid":{"rendered":"https:\/\/www.livejourney.com\/?page_id=3599"},"modified":"2021-11-05T15:40:54","modified_gmt":"2021-11-05T15:40:54","slug":"usecase-it","status":"publish","type":"page","link":"https:\/\/livejourney.com\/fr\/usecases\/cas-client-it\/","title":{"rendered":"Le Process Mining appliqu\u00e9 \u00e0 l'IT"},"content":{"rendered":"
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Cas client en IT<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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Service d'assistance<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\"Livejourney\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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ENJEUX<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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L'objectif principal d'un service desk est de r\u00e9soudre rapidement les incidents rencontr\u00e9s par le personnel op\u00e9rationnel (s'il sagit des clients internes). Le processus de support et de r\u00e9solution doit \u00eatre fluide et collaboratif entre les experts et les \u00e9quipes m\u00e9tiers.\u00a0<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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SOLUTION<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Livejourney offre une vue unifi\u00e9e qui combine une approche descendante (bas\u00e9e sur les principes ITIL) avec une r\u00e9alit\u00e9 ascendante. Cela signifie que vous pouvez instantan\u00e9ment voir et mesurer les \u00e9carts de conformit\u00e9 avec les SLA, la contre-productivit\u00e9 et les proc\u00e9dures redondantes ou chronophages.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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RESULTAT<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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2 principaux succ\u00e8s : l'augmentation du taux de r\u00e9solution lors du premier \u00e9change et la diminution du temps de d\u00e9ploiement.<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

1<\/h4>

centre de services<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

5<\/h4>

mois<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

+ 28%<\/h4>

de productivit\u00e9<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\"livejourney<\/figure>

+ 31%<\/h4>

de satisfaction client<\/p><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

IT use case Service center \/ Help desk THE CHALLENGE The key aim of a service desk is to quickly resolve incidents faced by operational staff (who are internal customers in this case). The support and resolution process must be fluent and collaborative between experts and business teams.\u00a0 THE SOLUTION Livejourney provides a unified view […]<\/p>","protected":false},"author":7,"featured_media":3079,"parent":916,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":""},"yoast_head":"\nLivejourney - Help desk use cases<\/title>\n<meta name=\"description\" content=\"Livejourney enabled a company's internal help desk to improve its productivity by 28% and team satisfaction by 31% in 5 months.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/livejourney.com\/fr\/usecases\/cas-client-it\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Livejourney - Help desk use cases\" \/>\n<meta property=\"og:description\" content=\"Livejourney enabled a company's internal help desk to improve its productivity by 28% and team satisfaction by 31% in 5 months.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/livejourney.com\/fr\/usecases\/cas-client-it\/\" \/>\n<meta property=\"og:site_name\" content=\"Livejourney\" \/>\n<meta property=\"article:modified_time\" content=\"2021-11-05T15:40:54+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/livejourney.com\/wp-content\/uploads\/2020\/05\/LIVEJOURNEY_VISU.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Livejourney - 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