{"id":15486,"date":"2024-01-12T08:57:16","date_gmt":"2024-01-12T07:57:16","guid":{"rendered":"https:\/\/www.topdesk.com\/fr\/?p=15486"},"modified":"2024-07-15T11:43:16","modified_gmt":"2024-07-15T09:43:16","slug":"shift-left-pour-litsm","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/fr\/blog\/shift-left-pour-litsm\/","title":{"rendered":"Que signifie Shift Left pour l&#8217;ITSM ?"},"content":{"rendered":"<p><strong>La tendance du Shift Left gagne de plus en plus en popularit\u00e9 dans la gestion des services informatiques (ITSM). L\u2019id\u00e9e sous-jacente est simple : le d\u00e9partement informatique s\u2019assure que les clients sont davantage \u00e0 m\u00eame de trouver les solutions \u00e0 leurs probl\u00e8mes. Vous comprenez donc l\u2019importance de ce concept. Dans cet article, nous aborderons les cinq raisons principales relatives \u00e0 ce concept.<\/strong><\/p>\n<p>La pratique du Shift Left au sein de l&#8217;ITSM ne s\u2019exerce pas partout de la m\u00eame mani\u00e8re, mais les r\u00e9sultats et les parcours suivis se ressemblent souvent beaucoup.<\/p>\n<p>La plupart du temps, une solution en libre-service constitue le point de d\u00e9part. Lorsqu\u2019une telle approche porte ses fruits et que vous en r\u00e9coltez les b\u00e9n\u00e9fices, vous pouvez rapidement en poursuivre le d\u00e9veloppement, par exemple, par la mise en \u0153uvre d\u2019un <a href=\"https:\/\/www.serviceinnovation.org\/kcs\/?kcs-redirect\">Knowledge Centered Service (KCS)<\/a> et d\u2019une approche plus orient\u00e9e client. Vous voulez en savoir plus sur la base ? Regardez alors cette vid\u00e9o :<\/p>\n<p><iframe loading=\"lazy\" title=\"What is Shift Left and how does Shift Left work?\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/QIbmRL1rBRU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p>Pourquoi les services changent-ils de m\u00e9thodes de travail ainsi que de partage des connaissances et optent-ils, par exemple, pour la pratique du Shift Left ? La r\u00e9ponse est simple : cela profite \u00e0 toutes les parties. Voici les cinq principaux avantages.<\/p>\n<h2>1. Une meilleure relation avec les clients ICT<\/h2>\n<p>Si vous partagez vos connaissances par l\u2019interm\u00e9diaire d\u2019un portail en libre-service, vous augmentez votre visibilit\u00e9 au sein de l\u2019organisation. Vos clients appr\u00e9cieront que vous mettiez ces connaissances \u00e0 leur disposition et chercheront plus rapidement \u00e0 entrer en contact avec vous s\u2019ils ont une question ou une suggestion d\u2019am\u00e9lioration.<\/p>\n<h2>2. Des clients autonomes r\u00e9solvent eux-m\u00eames leurs probl\u00e8mes<\/h2>\n<p>Une mise \u00e0 disposition des solutions pour vos clients permet de mieux r\u00e9partir les t\u00e2ches. De nombreuses \u00e9quipes ICT effectuent encore des op\u00e9rations que les clients auraient tr\u00e8s bien pu r\u00e9aliser eux-m\u00eames. Les clients envoient toutes sortes de notifications au service ICT. Si votre client r\u00e9sout une partie des probl\u00e8mes lui-m\u00eame, vos \u00e9quipes auront alors plus de temps \u00e0 consacrer aux probl\u00e8mes plus compliqu\u00e9s.<\/p>\n<h2>3. Plus de temps pour les probl\u00e8mes vraiment int\u00e9ressants<\/h2>\n<p>La qualit\u00e9 de votre prestation de service d\u00e9pend bien s\u00fbr \u00e9galement de la motivation de vos collaborateurs. Appliquez \u00e9galement la pratique du Shift Left au sein de votre d\u00e9partement. La premi\u00e8re ligne peut alors effectuer des t\u00e2ches qui sont dans un premier temps attribu\u00e9es \u00e0 la deuxi\u00e8me ligne. Les experts de votre d\u00e9partement peuvent d\u00e8s lors davantage se consacrer aux t\u00e2ches strat\u00e9giques et aux probl\u00e8mes compliqu\u00e9s.<\/p>\n<p>L\u2019illustration ci-dessous explique clairement pourquoi nous parlons de \u00ab Shift Left \u00bb.<\/p>\n<img decoding=\"async\" src=\"https:\/\/blog2.topdesk.com\/hs-fs\/hubfs\/2_Images\/Inline\/shift_left.png?width=600&amp;name=shift_left.png\" alt=\"\" \/>\n<h2>4. Partage des connaissances d\u2019ICT avec l\u2019organisation<\/h2>\n<p>Le Knowledge Centered Service (KCS) est une m\u00e9thode courante au sein des d\u00e9partements qui utilisent la pratique du Shift Left. Offrir des connaissances devient ainsi le service principal d\u2019ICT. Vos \u00e9quipes mettent en place une banque de connaissances et partagent ces derni\u00e8res avec toute l\u2019organisation afin d\u2019augmenter l\u2019autonomie de leurs coll\u00e8gues. Cette autonomie repr\u00e9sente le fondement de la philosophie ici d\u00e9crite.<\/p>\n<p>Vous voulez en savoir plus sur le KCS ? Visionnez notre vid\u00e9o KCS :<\/p>\n<p><iframe loading=\"lazy\" title=\"What is KCS?\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/3JUNgPJrYEU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p>Le d\u00e9partement Support de TOPdesk a mis en \u0153uvre le syst\u00e8me KCS et a enregistr\u00e9 des r\u00e9sultats positifs tant pour les clients que pour les collaborateurs du service d\u2019assistance.<\/p>\n<h2>5. Image positive d\u2019ICT<\/h2>\n<p>Avec la pratique du Shift Left, votre d\u00e9partement ICT est mis sous les projecteurs. Ce succ\u00e8s booste la motivation des collaborateurs, mais \u00e9galement la r\u00e9putation du manager ou du CIO. En outre, cette bonne r\u00e9putation est grandement utile lors de n\u00e9gociations avec les administrateurs au sujet de l\u2019embauche de personnel suppl\u00e9mentaire ou de l\u2019augmentation de votre budget.<\/p>\n<p>Inscrivez-vous \u00e0 notre bulletin d&#8217;information mensuel ci-dessous.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La tendance du Shift Left gagne de plus en plus en popularit\u00e9 dans la gestion des services informatiques (ITSM). L\u2019id\u00e9e sous-jacente est simple : le d\u00e9partement informatique s\u2019assure que les clients sont davantage \u00e0 m\u00eame de trouver les solutions \u00e0 leurs probl\u00e8mes. Vous comprenez donc l\u2019importance de ce concept. Dans cet article, nous aborderons les<\/p>\n","protected":false},"author":379,"featured_media":15504,"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-15486","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":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Que signifie Shift Left pour l&#039;ITSM ? | TOPdesk Blog<\/title>\n<meta name=\"description\" content=\"Avez-vous une id\u00e9e claire de l&#039;exp\u00e9rience client de vos services ? 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