{"id":15633,"date":"2020-02-07T06:36:59","date_gmt":"2020-02-07T05:36:59","guid":{"rendered":"https:\/\/www.topdesk.com\/fr\/?p=15633"},"modified":"2024-07-15T12:40:51","modified_gmt":"2024-07-15T10:40:51","slug":"gestion-des-problemes-itil4","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/fr\/blog\/gestion-des-problemes-itil4\/","title":{"rendered":"Gestion des probl\u00e8mes selon ITIL : ITIL 4 a-t-il enfin la solution ?"},"content":{"rendered":"<p><strong>Plus besoin de vous pr\u00e9senter ITIL 4. Et plus besoin de vous pr\u00e9senter ses faiblesses non plus. Mais connaissez-vous vraiment ses outils de gestion des probl\u00e8mes\u2009? Nous avons voulu demander \u00e0 Stephen Mann, expert industriel, de nous donner quelques r\u00e9ponses. D\u00e9couvrez vite son analyse de la gestion des probl\u00e8mes selon ITIL 4.<\/strong><\/p>\n<p>Quand le commun des mortels pense \u00e0 la gestion des services informatiques, il \u00e9voque imm\u00e9diatement la triade \u00ab gestion des incidents, gestion des probl\u00e8mes et gestion des changements \u00bb (ou \u00ab facilitation des changements \u00bb selon la terminologie d\u2019ITIL 4). Une triade qui semble indiquer que ces trois processus de gestion informatique se c\u00f4toient d\u2019\u00e9gal \u00e0 \u00e9gal dans le monde de l\u2019ITSM. Et pourtant, on en est loin. Les bonnes pratiques d\u2019ITIL en mati\u00e8re de gestion des probl\u00e8mes p\u00e8sent bien moins lourd dans la balance qu\u2019elles ne le devraient. Mais pourquoi ?<\/p>\n<h2>La gestion des probl\u00e8mes selon ITIL en quelques mots<\/h2>\n<p>Premier \u00e9claircissement : dans le monde de l\u2019ITSM, le terme \u00ab probl\u00e8me \u00bb rev\u00eat une signification diff\u00e9rente de celle que lui attribuent la majorit\u00e9 des dictionnaires. Tandis qu\u2019un utilisateur final qui rencontrerait un souci technique, lui, pr\u00e9f\u00e8rerait sans aucun doute le mot \u00ab probl\u00e8me \u00bb \u00e0 celui d\u2019\u00ab incident \u00bb, employ\u00e9 dans le jargon technique. R\u00e9sultat : la gestion des probl\u00e8mes pose d\u00e9j\u00e0 un&#8230; probl\u00e8me terminologique.<\/p>\n<p>Dans sa nouvelle bonne pratique, ITIL d\u00e9finit la gestion des probl\u00e8mes de la mani\u00e8re suivante :<\/p>\n<p>\u00ab\u2009La gestion des probl\u00e8mes vise \u00e0 r\u00e9duire le taux de probabilit\u00e9 et l\u2019impact des incidents gr\u00e2ce \u00e0 l\u2019identification de leurs causes plausibles et effectives ainsi qu\u2019\u00e0 la gestion des contournements et des erreurs connues.\u2009\u00bb<\/p>\n<p>En fran\u00e7ais : la gestion des probl\u00e8mes vous pousse \u00e0 aller plus loin que la simple r\u00e9solution d\u2019incidents en exigeant d\u2019identifier le probl\u00e8me \u00e0 l\u2019origine de cet incident. En conclusion, investir du temps et de l\u2019argent dans la gestion des probl\u00e8mes maintenant, c\u2019est gagner du temps et de l\u2019argent \u00e0 terme. CQFD.<\/p>\n<h2>La gestion des probl\u00e8mes aujourd\u2019hui<\/h2>\n<p>Si vous deviez demander \u00e0 100 services IT s\u2019ils appliquent des processus de gestion des probl\u00e8mes, vous seriez agr\u00e9ablement surpris d\u2019apprendre que 60 \u00e0 70 % d\u2019entre eux le font (ou pensent le faire). Ce n\u2019est pas si mal, m\u00eame si la gestion des probl\u00e8mes reste bonne derni\u00e8re apr\u00e8s la gestion des incidents et la gestion des changements, \u00e0 en croire les donn\u00e9es tir\u00e9es du sondage HDI ci-dessous :<\/p>\n<h2>Les processus de gestion des services adopt\u00e9s par les entreprises de soutien technique (liste non exhaustive)<\/h2>\n<p>Source : <a href=\"https:\/\/www.thinkhdi.com\/landing\/psr-q12018-leadgen\">HDI, \u00ab\u2009Technical Support Practices &amp; Salary Report\u2009\u00bb (2018)<\/a><br \/>\nPourtant, tous les services IT doivent g\u00e9rer des requ\u00eates (\u00ab incidents \u00bb en termes plus sp\u00e9cifiques) d\u2019une mani\u00e8re ou d\u2019une autre. Il est donc fort probable que les 22 % manquants dans ce sondage disposent bel et bien de processus de gestion des probl\u00e8mes, mais sous un autre nom. Les services IT avertis savent \u00e9galement que des m\u00e9canismes concrets et des comp\u00e9tences sp\u00e9cifiques sont indispensables \u00e0 une gestion efficace des changements. Ce qui n\u2019implique pas n\u00e9cessairement que ces entreprises g\u00e8reront correctement les probl\u00e8mes au sens de \u00ab causes plausibles et effectives d\u2019un ou de plusieurs incidents \u00bb. Les 40 \u00e0 50 % de soci\u00e9t\u00e9s IT qui n\u2019appliquent pas les bonnes pratiques d\u2019ITIL ne savent d\u2019ailleurs probablement pas ce qu\u2019est la gestion des probl\u00e8mes.<\/p>\n<p>Lorsque je lis dans un sondage que 60 \u00e0 70 % des entreprises recourent \u00e0 des processus de gestion des probl\u00e8mes, mon exp\u00e9rience de sp\u00e9cialiste de l\u2019ITSM, de consultant, d\u2019analyste industriel et de vendeur de logiciels me dit que ces chiffres sont gonfl\u00e9s. Comment je le sais ? Parce que bon nombre d\u2019entreprises emploient uniquement des outils et techniques de gestion des probl\u00e8mes de mani\u00e8re r\u00e9active, bien souvent pour pallier un incident majeur. Ce qui n\u2019est pas du tout la m\u00eame chose que de rechercher activement les causes d\u2019un incident de mani\u00e8re pr\u00e9ventive. Je suis pr\u00eat \u00e0 parier que, dans la r\u00e9alit\u00e9, le taux de gestion (proactive) des probl\u00e8mes selon ITIL est moiti\u00e9 moins \u00e9lev\u00e9 que ce que pr\u00e9tendent les sondages.<\/p>\n<h2>Pourquoi la gestion des probl\u00e8mes selon ITIL est-elle si impopulaire ?<\/h2>\n<p>Je pense qu\u2019ITIL 4 est capable et m\u00eame susceptible de booster le taux de gestion des probl\u00e8mes et ainsi de favoriser la proactivit\u00e9, la mise en place de processus d\u2019am\u00e9lioration continue et l\u2019obtention de meilleurs r\u00e9sultats d\u2019entreprise. Pour en revenir \u00e0 ma question de d\u00e9part, pourquoi les bonnes pratiques en mati\u00e8re de gestion des probl\u00e8mes sont-elles si peu appliqu\u00e9es ?<\/p>\n<p>Essentiellement parce que leurs effets ne sont pas suffisamment \u00e9valu\u00e9s. Je pourrais vous parler durant des heures de l\u2019\u00e9norme potentiel que renferme la gestion des probl\u00e8mes selon ITIL pour l\u2019ITSM, mais o\u00f9 sont les \u00e9tudes de cas qui m\u2019aideront \u00e0 le prouver ? \u00c0 l\u2019heure actuelle, adopter les principes de gestion des probl\u00e8mes d\u2019ITIL rel\u00e8ve davantage de la profession de foi que de la strat\u00e9gie, tant les entreprises ignorent quels retours sur investissement elles pourront en tirer. Je suis persuad\u00e9 que la gestion des probl\u00e8mes d\u2019ITIL rec\u00e8le de nombreux b\u00e9n\u00e9fices, mais que les entreprises seront uniquement tent\u00e9es de se lancer dans l\u2019aventure d\u00e8s lors qu\u2019elles pourront poser des chiffres exacts sur leurs perspectives de retours sur investissement.<\/p>\n<p>La nouvelle \u00e9dition \u00ab plus d\u00e9taill\u00e9e \u00bb des bonnes pratiques d\u2019ITIL 4 est disponible pour tous les abonn\u00e9s au service <a href=\"https:\/\/www.axelos.com\/my-axelos\/my-itil\">My ITIL<\/a>. N\u00e9anmoins, ce PDF t\u00e9l\u00e9chargeable de 35 pages ne donne aucune information sur les b\u00e9n\u00e9fices ou retours sur investissement (ROI, returns on investment) de la gestion des probl\u00e8mes. On esp\u00e8re donc que ce point fera l\u2019objet de l\u2019une des nouvelles publications ITIL 4 qu\u2019AXELOS s\u2019est engag\u00e9 \u00e0 proposer \u00e0 ses abonn\u00e9s. Ne vous inqui\u00e9tez pas, je vous donnerai quelques astuces pratiques pour patienter. Je reviendrai bient\u00f4t avec un nouvel article pour vous aider \u00e0 faire vos premiers pas dans la gestion des probl\u00e8mes ITIL et \u00e0 am\u00e9liorer les processus que vous avez d\u00e9j\u00e0 mis en place.<\/p>\n<h2>Envie de d\u00e9couvrir d\u2019autres astuces pour composer un servicedesk au top\u2009?<\/h2>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Plus besoin de vous pr\u00e9senter ITIL 4. Et plus besoin de vous pr\u00e9senter ses faiblesses non plus. Mais connaissez-vous vraiment ses outils de gestion des probl\u00e8mes\u2009? Nous avons voulu demander \u00e0 Stephen Mann, expert industriel, de nous donner quelques r\u00e9ponses. D\u00e9couvrez vite son analyse de la gestion des probl\u00e8mes selon ITIL 4. Quand le commun<\/p>\n","protected":false},"author":379,"featured_media":15636,"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-15633","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>Gestion des probl\u00e8mes selon ITIL : ITIL 4 a-t-il enfin la solution ?<\/title>\n<meta name=\"description\" content=\"Plus besoin de vous pr\u00e9senter ITIL\u00a04. Mais connaissez-vous vraiment ses outils de gestion des probl\u00e8mes\u2009? 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