{"id":7449,"date":"2021-12-29T09:03:09","date_gmt":"2021-12-29T08:03:09","guid":{"rendered":"https:\/\/www.livejourney.com\/?page_id=7449"},"modified":"2023-02-08T10:20:06","modified_gmt":"2023-02-08T09:20:06","slug":"success-story-ticketing","status":"publish","type":"page","link":"https:\/\/livejourney.com\/fr\/success-story-ticketing\/","title":{"rendered":"Success Story &#8211; Ticketing (IT)"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"7449\" class=\"elementor elementor-7449\">\n\t\t\t\t\t\t<div class=\"elementor-inner\">\n\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-5ead22ce elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"5ead22ce\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;,&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;shape_divider_bottom&quot;:&quot;mountains&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewbox=\"0 0 1000 100\" preserveaspectratio=\"none\">\n\t<path class=\"elementor-shape-fill\" opacity=\"0.33\" d=\"M473,67.3c-203.9,88.3-263.1-34-320.3,0C66,119.1,0,59.7,0,59.7V0h1000v59.7 c0,0-62.1,26.1-94.9,29.3c-32.8,3.3-62.8-12.3-75.8-22.1C806,49.6,745.3,8.7,694.9,4.7S492.4,59,473,67.3z\"\/>\n\t<path class=\"elementor-shape-fill\" opacity=\"0.66\" d=\"M734,67.3c-45.5,0-77.2-23.2-129.1-39.1c-28.6-8.7-150.3-10.1-254,39.1 s-91.7-34.4-149.2,0C115.7,118.3,0,39.8,0,39.8V0h1000v36.5c0,0-28.2-18.5-92.1-18.5C810.2,18.1,775.7,67.3,734,67.3z\"\/>\n\t<path class=\"elementor-shape-fill\" d=\"M766.1,28.9c-200-57.5-266,65.5-395.1,19.5C242,1.8,242,5.4,184.8,20.6C128,35.8,132.3,44.9,89.9,52.5C28.6,63.7,0,0,0,0 h1000c0,0-9.9,40.9-83.6,48.1S829.6,47,766.1,28.9z\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2bef14b\" data-id=\"2bef14b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2b34e661 elementor-widget elementor-widget-heading\" data-id=\"2b34e661\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Le processus de ticketing am\u00e9liore radicalement l'efficacit\u00e9 du flux de travail<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20848874 elementor-widget elementor-widget-heading\" data-id=\"20848874\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Ticketing - Success Story<\/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<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-18625328 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"18625328\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1839c1a\" data-id=\"1839c1a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-34ae96aa elementor-widget elementor-widget-text-editor\" data-id=\"34ae96aa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>Les centres d'assistance sont r\u00e9guli\u00e8rement pris en sandwich entre les utilisateurs qui posent des questions et les experts qui doivent fournir des r\u00e9ponses. En proc\u00e9dant \u00e0 un examen du processus de ticketing par le biais du Process Mining, une entreprise du service public a remodel\u00e9 ses flux de travail informatiques internes et a augment\u00e9 la satisfaction de ses employ\u00e9s de 15% en seulement 6 semaines.\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\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4af393f5 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4af393f5\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-56850108\" data-id=\"56850108\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-28613e12 elementor-widget elementor-widget-heading\" data-id=\"28613e12\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Contexte<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-42a49d98 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"42a49d98\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-448ec996\" data-id=\"448ec996\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-51ed22f5 elementor-widget elementor-widget-text-editor\" data-id=\"51ed22f5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p class=\" translation-block\">Le champ d'action des <strong>bureaux de service interne<\/strong> est tr\u00e8s vaste et peut aller de l'aide \u00e0 l'allumage d'un ordinateur \u00e0 la transmission d'un logiciel malveillant \u00e0 l'\u00e9quipe de s\u00e9curit\u00e9 informatique. Les professionnels concern\u00e9s font office de points de contact pour les utilisateurs des services, d'une part, et les experts informatiques, d'autre part.<\/p><p class=\" translation-block\">Notre client, une entreprise du service public, a lanc\u00e9 un processus de transformation pour r\u00e9pondre aux \u00e9volutions du march\u00e9 et des activit\u00e9s auxquelles le secteur des services publics est confront\u00e9. Dans le cadre de sa strat\u00e9gie interne de transformation des performances, l'\u00e9quipe de direction du groupe a propos\u00e9 aux unit\u00e9s commerciales et aux usines de partager leurs id\u00e9es et leur exp\u00e9rience en mati\u00e8re d'am\u00e9lioration des performances. Parmi les autres projets prioritaires, le <strong>processus de ticketing informatique<\/strong> a \u00e9t\u00e9 mis en avant et a \u00e9t\u00e9 repens\u00e9.<\/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\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-447e29fe\" data-id=\"447e29fe\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b4e64d9 elementor-widget elementor-widget-image\" data-id=\"b4e64d9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-image\">\n\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"509\" height=\"339\" src=\"https:\/\/livejourney.com\/wp-content\/uploads\/2021\/12\/optimize-ticketing-workflow.jpg\" class=\"attachment-full size-full\" alt=\"Ticketing Process\" srcset=\"https:\/\/livejourney.com\/wp-content\/uploads\/2021\/12\/optimize-ticketing-workflow.jpg 509w, https:\/\/livejourney.com\/wp-content\/uploads\/2021\/12\/optimize-ticketing-workflow-500x333.jpg 500w, https:\/\/livejourney.com\/wp-content\/uploads\/2021\/12\/optimize-ticketing-workflow-18x12.jpg 18w\" sizes=\"(max-width: 509px) 100vw, 509px\" \/>\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\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-18aed326 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"18aed326\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_top&quot;:&quot;tilt&quot;}\">\n\t\t\t\t\t<div class=\"elementor-shape elementor-shape-top\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewbox=\"0 0 1000 100\" preserveaspectratio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M0,6V0h1000v100L0,6z\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-992d4b6\" data-id=\"992d4b6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-235496b6 elementor-widget elementor-widget-heading\" data-id=\"235496b6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Le ticketing au c\u0153ur de la gestion des centres d'assistance<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-56e1b9ed elementor-widget elementor-widget-text-editor\" data-id=\"56e1b9ed\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p class=\" translation-block\">Le d\u00e9partement informatique du groupe a d\u00e9cid\u00e9 de coordonner un projet de r\u00e9vision des processus et il savait que l'analyse descendante de chaque processus prendrait beaucoup de temps et serait potentiellement inefficace. <em>\"Nous avons d\u00e9cid\u00e9 d'utiliser le <strong>process mining<\/strong> pour obtenir une vision claire de la mani\u00e8re dont les <strong>tickets informatiques<\/strong> \u00e9taient g\u00e9r\u00e9s en temps r\u00e9el. Livejourney nous a montr\u00e9 son propre <strong>processus de gestion des tickets<\/strong> sur sa solution et son consultant a cr\u00e9\u00e9 avec nous des chemins non-conformes. Le fait de les voir et de les suivre, en temps r\u00e9el, nous a convaincus\"<\/em>, explique le Chef de Projet Informatique.<\/p><p>L'\u00e9quipe ne souhaitait pas seulement r\u00e9duire le nombre de r\u00e9ponses ou de mises en \u0153uvre tardives, mais aussi trouver des moyens de responsabiliser son centre d'assistance afin qu'elle puisse r\u00e9soudre les probl\u00e8mes au d\u00e9but du processus de r\u00e9solution. Ce qui, en fin de compte, aurait des r\u00e9sultats positifs sur les performances des employ\u00e9s, la satisfaction des clients internes et, en fin de compte, sur les finances globales de l'entreprise.<\/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\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2208d62a elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2208d62a\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7722cc10\" data-id=\"7722cc10\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4dfe7bdf elementor-widget elementor-widget-heading\" data-id=\"4dfe7bdf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Un processus qui va bien au-del\u00e0 de la cr\u00e9ation de tickets<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-58705138 elementor-widget elementor-widget-text-editor\" data-id=\"58705138\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>En se connectant aux syst\u00e8mes informatiques, le <strong>logiciel de process mining<\/strong> Livejourney a rapidement fourni une vue compl\u00e8te des op\u00e9rations de billetterie existantes <strong>Process Intelligence<\/strong> solution has quickly provided the full view of the existing ticketing operations:<\/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<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-5cba355f elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"5cba355f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-579d000\" data-id=\"579d000\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7132b963 elementor-widget elementor-widget-text-editor\" data-id=\"7132b963\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>Des processus conformes qui semblaient \u00eatre trop nombreux<\/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\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-56c11962\" data-id=\"56c11962\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-701403ef elementor-widget elementor-widget-text-editor\" data-id=\"701403ef\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>Des processus partiellement conformes<\/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\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-64158fad\" data-id=\"64158fad\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-263463ea elementor-widget elementor-widget-text-editor\" data-id=\"263463ea\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>Des probl\u00e8mes (boucles automatiques, retours en arri\u00e8re, r\u00e9ouverture des tickets, affectations multiples, retards...)<\/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\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<div class=\"elementor-element elementor-element-49a4a3df elementor-widget elementor-widget-text-editor\" data-id=\"49a4a3df\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n\t\t\t\t<p>Cette premi\u00e8re livraison de donn\u00e9es factuelles a permis \u00e0 l'\u00e9quipe Client de lancer imm\u00e9diatement une analyse, avec le fort soutien des \u00e9quipes concern\u00e9es : demandeurs, directeurs, service desk, help desk, experts IT et, dans certains cas, fournisseurs informatiques.<\/p><p>Une premi\u00e8re s\u00e9rie de probl\u00e8mes cl\u00e9s (en d'autres termes, ceux qui \u00e9taient les plus \"non conformes\" aux processus de l'entreprise) ont \u00e9t\u00e9 s\u00e9lectionn\u00e9s collectivement, et des indicateurs cl\u00e9s de performance (KPI) ont \u00e9t\u00e9 \u00e9tablis pour leur parcours d'am\u00e9lioration. Ce processus de gestion agile et collaboratif a permis la mise en \u0153uvre d'une s\u00e9rie d'ajustements, certains \u00e0 court terme avec un r\u00e9sultat plus ou moins imm\u00e9diat, d'autres \u00e0 plus long terme.<\/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\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<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3e9097be elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3e9097be\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_top&quot;:&quot;tilt&quot;}\">\n\t\t\t\t\t<div class=\"elementor-shape elementor-shape-top\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewbox=\"0 0 1000 100\" preserveaspectratio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M0,6V0h1000v100L0,6z\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-79fee5a2\" data-id=\"79fee5a2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-226b8fc5 elementor-widget elementor-widget-heading\" data-id=\"226b8fc5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Chiffres cl\u00e9s<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-206a4619 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"206a4619\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-5889138\" data-id=\"5889138\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4914f2bb elementor-widget elementor-widget-counter\" data-id=\"4914f2bb\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"2000\" data-to-value=\"15\" data-from-value=\"0\" data-delimiter=\",\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">%<\/span>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-counter-title\">de processus non conformes d\u00e9tect\u00e9s<\/div>\n\t\t\t\t\t<\/div>\n\t\t\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<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-3b27a2c5\" data-id=\"3b27a2c5\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6630022f elementor-widget elementor-widget-counter\" data-id=\"6630022f\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"2000\" data-to-value=\"50\" data-from-value=\"0\" data-delimiter=\",\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">%<\/span>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-counter-title\">de ces processus optimis\u00e9s ou enrichis en 6 semaines<\/div>\n\t\t\t\t\t<\/div>\n\t\t\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<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-516d83ce\" data-id=\"516d83ce\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4ff889b1 elementor-widget elementor-widget-counter\" data-id=\"4ff889b1\" data-element_type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\">+<\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"2000\" data-to-value=\"20\" data-from-value=\"0\" data-delimiter=\",\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\">%<\/span>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-counter-title\">de confiance client<\/div>\n\t\t\t\t\t<\/div>\n\t\t\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<div class=\"elementor-element elementor-element-556c4780 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"556c4780\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a href=\"https:\/\/livejourney.com\/fr\/usecases\/cas-client-it\/\" class=\"elementor-button-link elementor-button elementor-size-sm elementor-animation-grow\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Tous nos cas clients en IT<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\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\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Ticketing process helps improve drastically workflow efficiency Ticketing &#8211; Success Story Service desks (and help desks) are regularly sandwiched between users who ask questions and experts who must provide answers. By conducting a ticketing process review through Process Mining, an international Utilities group has remodeled its internal IT workflows and increased its employees satisfaction by [&hellip;]<\/p>","protected":false},"author":7,"featured_media":7450,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.11 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Optimize ticketing process - Success Story | Livejourney<\/title>\n<meta name=\"description\" content=\"By conducting a ticketing process review through Process Mining, an international Utilities group has remodeled its internal IT workflows.\" \/>\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\/success-story-ticketing\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Optimize ticketing process - Success Story | Livejourney\" \/>\n<meta property=\"og:description\" content=\"By conducting a ticketing process review through Process Mining, an international Utilities group has remodeled its internal IT workflows.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/livejourney.com\/fr\/success-story-ticketing\/\" \/>\n<meta property=\"og:site_name\" content=\"Livejourney\" \/>\n<meta property=\"article:modified_time\" content=\"2023-02-08T09:20:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/livejourney.com\/wp-content\/uploads\/2021\/12\/optimize-ticketing-workflow.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"509\" \/>\n\t<meta property=\"og:image:height\" content=\"339\" \/>\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":"Optimize ticketing process - Success Story | Livejourney","description":"By conducting a ticketing process review through Process Mining, an international Utilities group has remodeled its internal IT workflows.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/livejourney.com\/fr\/success-story-ticketing\/","og_locale":"fr_FR","og_type":"article","og_title":"Optimize ticketing process - Success Story | Livejourney","og_description":"By conducting a ticketing process review through Process Mining, an international Utilities group has remodeled its internal IT workflows.","og_url":"https:\/\/livejourney.com\/fr\/success-story-ticketing\/","og_site_name":"Livejourney","article_modified_time":"2023-02-08T09:20:06+00:00","og_image":[{"width":509,"height":339,"url":"https:\/\/livejourney.com\/wp-content\/uploads\/2021\/12\/optimize-ticketing-workflow.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Dur\u00e9e de lecture estim\u00e9e":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/livejourney.com\/success-story-ticketing\/","url":"https:\/\/livejourney.com\/success-story-ticketing\/","name":"Optimize ticketing process - Success Story | Livejourney","isPartOf":{"@id":"https:\/\/livejourney.com\/#website"},"datePublished":"2021-12-29T08:03:09+00:00","dateModified":"2023-02-08T09:20:06+00:00","description":"By conducting a ticketing process review through Process Mining, an international Utilities group has remodeled its internal IT workflows.","breadcrumb":{"@id":"https:\/\/livejourney.com\/success-story-ticketing\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/livejourney.com\/success-story-ticketing\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/livejourney.com\/success-story-ticketing\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/livejourney.com\/"},{"@type":"ListItem","position":2,"name":"Success Story &#8211; 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