{"id":15240,"date":"2019-02-01T05:32:59","date_gmt":"2019-02-01T04:32:59","guid":{"rendered":"https:\/\/www.topdesk.com\/fr\/?p=15240"},"modified":"2024-07-15T12:58:35","modified_gmt":"2024-07-15T10:58:35","slug":"adopter","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/fr\/blog\/adopter\/","title":{"rendered":"Comment adopter la m\u00e9thode Agile pour sa gestion de services ?"},"content":{"rendered":"

Il semblerait qu\u2019il s\u2019agisse une fois de plus de la m\u00e9thode Agile. On l\u2019utilise souvent comme pr\u00e9texte pour rendre le sujet plus branch\u00e9. Mon objectif n\u2019est toutefois pas que cet article soit tendance, mais plut\u00f4t de vous aider \u00e0 passer \u00e0 l\u2019\u00e9tape suivante dans vos prestations de services. Ainsi, nous nous rapprocherons encore un peu plus de l\u2019excellence. Pourquoi ? Poursuivez votre lecture pour le d\u00e9couvrir.<\/strong><\/p>\n

L\u2019excellence dans les services, qu\u2019est-ce que c\u2019est ?<\/h2>\n

L\u2019excellence, c\u2019est chercher \u00e0 mettre en place un service qui soit adapt\u00e9 aux clients (collaborateurs de l\u2019organisation) pour leur simplifier le travail \u00e0 tel point que ces derniers puissent se concentrer exclusivement sur leurs t\u00e2ches principales. De cette mani\u00e8re, les d\u00e9partements internes peuvent apporter une v\u00e9ritable plus-value et contribuer \u00e0 la r\u00e9ussite de l\u2019entreprise.<\/p>\n

Pourquoi adopter la m\u00e9thode Agile pour votre gestion de services<\/a> ? Voici deux raisons qui, d\u2019exp\u00e9rience, ont fait leur preuve :<\/p>\n

1. Cette m\u00e9thode vous permet de r\u00e9agir suffisamment rapidement aux demandes des clients<\/h2>\n

Pendant un moment, j\u2019ai \u00e9t\u00e9 chef d\u2019\u00e9quipe dans un centre d\u2019assistance. J\u2019ai pu constater les cons\u00e9quences que cela impliquait si le d\u00e9partement ne r\u00e9agissait pas suffisamment rapidement aux demandes des clients. L\u2019exemple suivant l\u2019illustre bien :<\/p>\n

Le service des ventes voulait acqu\u00e9rir des tablettes et avait demand\u00e9 conseil au centre d\u2019assistance pour avoir un bon mod\u00e8le. Celui-ci s\u2019est alors lanc\u00e9 \u00e0 la recherche de la meilleure tablette qui puisse se raccorder au syst\u00e8me ERP et CRM. Seulement, ces recherches ont dur\u00e9 trop longtemps aux yeux du service des ventes, qui a alors d\u00e9cid\u00e9 d\u2019acheter 20 tablettes de leur propre budget. Pour finir, ces tablettes n\u2019ont servi \u00e0 rien parce qu\u2019elles n\u2019\u00e9taient pas compatibles avec les syst\u00e8mes existants.<\/p>\n

2. La m\u00e9thode Agile permet \u00e9galement de relever le niveau des prestations de service<\/h2>\n

Appliquer une m\u00e9thode Agile, ce n\u2019est pas la m\u00eame chose qu\u2019\u00eatre Agile. Il s\u2019agit d\u2019un \u00e9tat d’esprit. J\u2019interviens aupr\u00e8s de nombreuses organisations qui appliquent une m\u00e9thode Agile. Ces organisations utilisent la m\u00e9thode Kanban, Scrum, les stand-up, etc. La simple utilisation de ces m\u00e9thodes n\u2019est pas suffisante : un changement dans l\u2019attitude et dans les comportements est n\u00e9cessaire. Il convient d\u2019adopter l\u2019esprit de la m\u00e9thode Agile. Ces changements vous permettront de relever le niveau de vos services. C\u2019est alors que les m\u00e9thodes mentionn\u00e9es ci-dessus pourront aider.<\/p>\n

L\u2019esprit de la m\u00e9thode Agile<\/h2>\n

Toute une s\u00e9rie de moyens sont disponibles pour appliquer la m\u00e9thode Agile. Mais il s\u2019agit surtout d\u2019une philosophie. Le plus simple est de r\u00e9sumer cette philosophie \u00e0 l\u2019aide du manifeste Agile<\/a>. Celui-ci pr\u00e9sente la philosophie Agile comme une fa\u00e7on de voir le d\u00e9veloppement logiciel. Quelques petites modifications permettront de l\u2019adapter parfaitement \u00e0 la gestion de service :<\/p>\n

Les interactions et les individus sont plus importants que les processus et les outils
\nLes services actifs sont plus importants que la documentation large et exhaustive
\nTravailler main dans la main avec les clients est plus important que n\u00e9gocier un contrat en b\u00e9ton
\nR\u00e9agir aux changements est plus important que
\ns’en tenir co\u00fbte que co\u00fbte \u00e0 un plan<\/p>\n

Ce qui n\u2019est absolument pas mentionn\u00e9 ci-dessus, c\u2019est que les \u00e9l\u00e9ments situ\u00e9s \u00e0 droite n\u2019apportent aucune plus-value. Allons plus loin encore : les processus, outils, documentations, contrats et autres plans renferment certes une grande valeur, mais ils doivent servir \u00e0 apporter de la plus-value au client. Le changement d\u2019attitude et de comportement implique que nous devons nous concentrer davantage sur les \u00e9l\u00e9ments repris dans la partie de gauche : les interactions, la collaboration entre les individus, les services actifs, la collaboration avec les clients et la r\u00e9action aux changements.<\/p>\n

Vous voulez vous lancer dans la m\u00e9thode Agile ?<\/h2>\n

Alors, j\u2019aimerais encore vous poser quelques questions. Si une de ces affirmations s’applique \u00e0 votre situation, alors vous avez encore le temps avant d’aller plus loin dans l’esprit Agile :<\/p>\n

Dans nos comptes rendus sur les clients, tous les KPI convenus affichent de bons r\u00e9sultats, pourtant le client n\u2019est pas tout \u00e0 fait satisfait.
\nNous connaissons les attentes de nos clients, nous n\u2019avons donc pas besoin de les impliquer.
\nAvant de commencer un projet, nous mettons en place un groupe de projet qui, pendant quelques mois, va r\u00e9fl\u00e9chir sur ce que nous voulons faire pr\u00e9cis\u00e9ment.
\nChez nous, il arrive souvent qu\u2019un service ach\u00e8te des ressources IT ou des logiciels avec son propre budget.
\nLors de la remise d\u2019un t\u00e9l\u00e9phone, nous fournissons un mode d\u2019emploi pour que l\u2019utilisateur puisse le configurer lui-m\u00eame et ensuite s\u2019en servir.<\/p>\n

En savoir plus sur la gestion de service selon Agile?<\/h2>\n

L\u2019e-book Agile Service Management<\/a> vous aidera \u00e0 d\u00e9couvrir ce que vous devez savoir pour rendre votre d\u00e9partement IT plus Agile.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Il semblerait qu\u2019il s\u2019agisse une fois de plus de la m\u00e9thode Agile. On l\u2019utilise souvent comme pr\u00e9texte pour rendre le sujet plus branch\u00e9. Mon objectif n\u2019est toutefois pas que cet article soit tendance, mais plut\u00f4t de vous aider \u00e0 passer \u00e0 l\u2019\u00e9tape suivante dans vos prestations de services. Ainsi, nous nous rapprocherons encore un peu<\/p>\n","protected":false},"author":379,"featured_media":15249,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-15240","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":null,"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nComment adopter la m\u00e9thode Agile pour sa gestion de services ?<\/title>\n<meta name=\"description\" content=\"Voici quelques exemples de questions et demandes un peu d\u00e9cal\u00e9es que notre service IT a pu recevoir de coll\u00e8gues de TOPdesk.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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