{"id":15615,"date":"2019-09-20T07:08:23","date_gmt":"2019-09-20T05:08:23","guid":{"rendered":"https:\/\/www.topdesk.com\/fr\/?p=15615"},"modified":"2024-08-13T11:12:25","modified_gmt":"2024-08-13T09:12:25","slug":"escalade-des-incidents","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/fr\/blog\/escalade-des-incidents\/","title":{"rendered":"Quand et comment transf\u00e9rer des tickets en seconde ligne ?"},"content":{"rendered":"<p><strong>La gestion des incidents a tendance \u00e0 devenir une t\u00e2che \u00ab n\u00e9cessaire-mais-dont-on-se-passerait-bien \u00bb. Cependant, bien comprendre leur escalade (en langage ITIL : transfert d\u2019un incident en seconde ligne) est tr\u00e8s important et peut pr\u00e9venir toute confusion dans le processus de gestion des incidents.<\/strong><\/p>\n<h2>Puis-je r\u00e9soudre ce ticket imm\u00e9diatement ?<\/h2>\n<p>La premi\u00e8re \u00e9tape consiste \u00e0 se demander \u00ab Suis-je capable de r\u00e9soudre ceci moi-m\u00eame ? \u00bb Si la r\u00e9ponse est \u00ab non \u00bb, l\u2019incident doit \u00eatre transf\u00e9r\u00e9 \u00e0 quelqu\u2019un d\u2019autre.<\/p>\n<p>Rassurez-vous : de nombreux outils permettent de r\u00e9pondre plus souvent \u00e0 cette question par la positive. Par exemple, en impl\u00e9mentant et en tenant \u00e0 jour une base de connaissances solide. L\u2019id\u00e9e c\u2019est de r\u00e9utiliser les r\u00e9ponses aux probl\u00e8mes pr\u00e9c\u00e9demment rencontr\u00e9s, de partager le savoir et l\u2019exp\u00e9rience de chacun, et, bien entendu, d\u2019en donner l\u2019acc\u00e8s aux autres membres de l\u2019\u00e9quipe (voire aux utilisateurs, ce qu\u2019on appelle le Shift Left &#8211; lire notre articles sur le <a href=\"https:\/\/www.topdesk.com\/fr\/blog\/shift-left-pour-litsm\/\">Shift Left<\/a>. De ce fait, vous facilitez et acc\u00e9l\u00e9rez la r\u00e9solution des tickets sans devoir escalader quoique ce soit puisque m\u00eame s\u2019ils ne connaissent pas la solution, vos coll\u00e8gues peuvent aller puiser dans cette formidable base de donn\u00e9es.<\/p>\n<p>Partager votre savoir avec les autres \u00e9vite d\u2019escalader trop de tickets tout en augmentant le taux de r\u00e9solution de probl\u00e8mes. C\u2019est d\u00e9placer le processus vers la gauche (Shift Left).<\/p>\n<h2>Jaugez correctement le transfert en seconde ligne<\/h2>\n<p>Il est \u00e9galement important de comprendre \u00e0 qui doit \u00eatre transf\u00e9r\u00e9 l\u2019incident. G\u00e9n\u00e9ralement, il existe deux fa\u00e7ons de proc\u00e9der : hi\u00e9rarchiquement, quand les incidents sont transf\u00e9r\u00e9s \u00e0 des sup\u00e9rieurs. Par exemple, quand l\u2019incident semble repr\u00e9senter plus de travail que cela en a l\u2019air, ou si certains aspects de l\u2019incidents doivent \u00eatre approuv\u00e9s. Et l\u2019escalade fonctionnelle, quand on transmet l\u2019incident \u00e0 une personne ou une \u00e9quipe qui a les comp\u00e9tences ad\u00e9quates et les connaissances n\u00e9cessaires.<\/p>\n<p>Dans certains outils, comme TOPdesk, on peut diviser l\u2019incident en diff\u00e9rentes parties afin de transf\u00e9rer uniquement celles qui n\u00e9cessitent plus d\u2019expertises \u00e0 l\u2019\u00e9quipe comp\u00e9tente.<\/p>\n<h2>\u00c9valuez l\u2019impact et l\u2019urgence clairement<\/h2>\n<p>Il faut \u00e9galement garder \u00e0 l\u2019esprit l\u2019impact et l\u2019urgence de l\u2019incident. Si c\u2019est tr\u00e8s urgent et que la base de connaissances n\u2019offre pas assez d\u2019\u00e9l\u00e9ments pour r\u00e9soudre le probl\u00e8me, il vaut probablement mieux laisser quelqu\u2019un d\u2019autre s\u2019en charger.<br \/>\nVous avez peut-\u00eatre d\u00e9j\u00e0 entendu parler des matrices de priorit\u00e9s dans vos cours sur ITIL. Celles-ci permettre d\u2019\u00e9valuer l\u2019impact et l\u2019urgence d\u2019un incident afin que celui-ci soit prioris\u00e9 correctement.<br \/>\n<img decoding=\"async\" src=\"https:\/\/blog2.topdesk.com\/hubfs\/2_Images\/Inline\/Priority%20Matrix.png\" alt=\"\" \/><\/p>\n<p>Faites attention de ne pas utiliser de termes trop g\u00e9n\u00e9riques, qui peuvent porter \u00e0 confusion, et donc mener \u00e0 une mauvaise priorisation dans votre logiciel de service management. Soyez pr\u00e9cis. Pour l\u2019impact : qui est affect\u00e9 ? Toute la soci\u00e9t\u00e9 ? Un seul site ? Un seul d\u00e9partement ? Un seul utilisateur ? Pour les urgences : les personnes concern\u00e9es peuvent-elles encore travailler ? Partiellement ? Pas du tout ? Les termes pr\u00e9cis permettent de mieux savoir ce que vous devez faire et quand.<\/p>\n<p>Enfin, je voudrais insister sur le fait que si vous devez absolument transf\u00e9rer un incident, la personne qui le re\u00e7oit n\u2019ai pas \u00e0 refaire le travail de d\u00e9chiffrage que vous avez fait la premi\u00e8re fois : assurez-vous qu\u2019elle re\u00e7oive assez d\u2019infos et de documents pour comprendre rapidement de quoi il s\u2019agit et perdre le moins de temps possible.<\/p>\n<h2>Tirez davantage profit de vos processus ITSM<\/h2>\n<p>Apprenez-en davantage et mariez les pratiques classiques ITIL aux processus ITSM \u00e0 l\u2019aide d\u2019une approche centr\u00e9e sur le client dans notre <a href=\"https:\/\/www.topdesk.com\/fr\/e-books\/meilleures-pratiques-de-la-gestion-des-services\/\">e-book Best Practice Service Management.<\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La gestion des incidents a tendance \u00e0 devenir une t\u00e2che \u00ab n\u00e9cessaire-mais-dont-on-se-passerait-bien \u00bb. Cependant, bien comprendre leur escalade (en langage ITIL : transfert d\u2019un incident en seconde ligne) est tr\u00e8s important et peut pr\u00e9venir toute confusion dans le processus de gestion des incidents. Puis-je r\u00e9soudre ce ticket imm\u00e9diatement ? La premi\u00e8re \u00e9tape consiste \u00e0 se<\/p>\n","protected":false},"author":379,"featured_media":15618,"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-15615","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>Quand et comment transf\u00e9rer des tickets en seconde ligne ?<\/title>\n<meta name=\"description\" content=\"Comprendre l&#039;escalade des incidents est tr\u00e8s important et peut pr\u00e9venir toute confusion dans le processus de gestion des 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