{"id":16300,"date":"2024-02-08T10:14:09","date_gmt":"2024-02-08T09:14:09","guid":{"rendered":"https:\/\/www.topdesk.com\/fr\/?p=16300"},"modified":"2024-07-15T13:14:57","modified_gmt":"2024-07-15T11:14:57","slug":"ferranti-utilise-lautomatisation-de-services","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/fr\/blog\/ferranti-utilise-lautomatisation-de-services\/","title":{"rendered":"Ferranti utilise l’automatisation de services pour \u00e9conomiser du temps"},"content":{"rendered":"

Vous avez sans nul doute d\u00e9j\u00e0 entendu parler de \u00ab\u00a0<\/strong>service automation\u00a0<\/strong><\/a>\u00a0\u00bb, ou encore de l’automatisation de services.\u00a0Mais en pratique, savez-vous de quoi il en retourne\u00a0?\u00a0<\/strong><\/p>\n

Nous avons interrog\u00e9 Yoline\u00a0Neegers,\u00a0employ\u00e9e servicedesk\u00a0chez\u00a0<\/strong>Ferranti<\/strong><\/a>, qui a automatis\u00e9 ses services afin de r\u00e9duire le nombre de t\u00e2ches r\u00e9p\u00e9titives, de gagner du temps et de travailler plus sereinement.\u00a0<\/strong><\/p>\n

Pourquoi Ferranti a d\u00e9cid\u00e9 d’automatiser ses services\u00a0?<\/strong><\/h2>\n

Avec 54\u00a0clients r\u00e9partis dans 18\u00a0pays diff\u00e9rents, le servicedesk de Ferranti doit g\u00e9rer un grand nombre de demandes chaque jour.\u00a0Avant d’automatiser ses services, l’\u00e9quipe de Yoline devait souvent traiter des t\u00e2ches r\u00e9p\u00e9titives, chronophages et sujettes aux erreurs.\u00a0Pour faciliter la vie de son \u00e9quipe, Yoline s’est pench\u00e9e sur l’automatisation des t\u00e2ches dans TOPdesk.<\/p>\n

Comment utilisent-ils les s\u00e9quences d’actions pour automatiser leurs services chez Ferranti\u00a0?<\/strong><\/h2>\n

Yoline et son \u00e9quipe ont d\u00e9cid\u00e9 d’utiliser les\u00a0s\u00e9quences d’actions<\/strong><\/a>,\u00a0fonctionnalit\u00e9 TOPdesk la plus flexible pour automatiser diff\u00e9rentes \u00e9tapes d’un processus, afin de faire fi des t\u00e2ches manuelles r\u00e9p\u00e9titives. Mais qu’ont-ils automatis\u00e9 exactement et comment l’ont-ils fait\u00a0? Voici quelques exemples que Yoline a partag\u00e9 avec nous\u00a0:<\/p>\n

G\u00e9n\u00e9rer des documents automatiquement<\/strong><\/h3>\n

\u00ab\u00a0Chaque fois que nous fournissons du nouveau mat\u00e9riel IT, son destinataire doit signer un document. Auparavant, nous devions cr\u00e9er ce document nous-m\u00eames et ajouter \u00e9galement le nom du destinataire. Mais parfois, on oubliait de le faire et, de ce fait, nous disposions des mauvaises informations.\u00a0C’est pourquoi nous avons automatis\u00e9 ce processus avec les actions du module Gestion des biens. D\u00e9sormais, on ne doit plus pr\u00e9parer les documents manuellement et on peut consacrer notre temps \u00e0 des t\u00e2ches plus urgentes.\u00a0Cela r\u00e9duit aussi le stress puisqu’on sait qu’on peut g\u00e9n\u00e9rer le document automatiquement, qu’il sera pr\u00eat instantan\u00e9ment et qu’on ne devra pas le cr\u00e9er \u00e0 la derni\u00e8re minute.\u00a0\u00bb<\/p>\n

D\u00e9couvrez comment configurer cette s\u00e9quence d’actions dans notre \u00e9l\u00e9ment de connaissances KI 11163.<\/strong><\/a><\/p>\n

Cl\u00f4turer les tickets automatiquement<\/strong><\/h3>\n

\u00ab\u00a0Quand un ticket est ouvert depuis longtemps et que le correspondant ne donne plus de nouvelles, le ticket est cl\u00f4tur\u00e9 automatiquement.\u00a0Nous utilisons la m\u00eame s\u00e9quence d’actions quand on ferme un ticket.\u00a0Gr\u00e2ce \u00e0 ce param\u00e8tre, nous avons une vue d’ensemble sur nos tickets ouverts et la charge de travail de l’\u00e9quipe est alors plus claire.\u00a0\u00bb<\/p>\n

D\u00e9couvrez comment configurer cette s\u00e9quence d’actions dans notre \u00e9l\u00e9ment de connaissances KI 11138.<\/strong><\/a><\/p>\n

Attribuer des agents automatiquement<\/strong><\/h3>\n

\u00ab\u00a0Nous utilisons \u00e9galement une s\u00e9quence d’actions pour attribuer des agents automatiquement aux tickets, car nos \u00e9quipes sont assez grandes.\u00a0Pour ce faire, nous utilisons le champ ‘Personne de contact’ des groupes de sp\u00e9cialistes.\u00a0La s\u00e9quence d’actions v\u00e9rifie qui est la personne de contact d’un groupe de sp\u00e9cialistes et attribue le ticket \u00e0 cette personne.\u00a0Cela nous permet de garantir qu’un ticket sera toujours attribu\u00e9 \u00e0 quelqu’un et cela r\u00e9duit aussi les temps de r\u00e9ponse.\u00a0\u00bb<\/p>\n

Mettre \u00e0 jour des br\u00e8ves descriptions<\/strong><\/h3>\n

Automatiser les br\u00e8ves descriptions dans les tickets a permis \u00e0 l’\u00e9quipe de Yoline d’\u00eatre plus efficace\u00a0: \u00ab\u00a0\u00c0 l’arriv\u00e9e d’un nouvel employ\u00e9, la br\u00e8ve description renseignait juste ‘nouvel utilisateur’.\u00a0Mais cela ne nous donnait pas beaucoup d’informations, alors j’ai automatis\u00e9 ce processus afin qu’il inclue le nom de l’employ\u00e9, sa date de d\u00e9but et sa fonction.\u00a0L’accueil et le d\u00e9part de coll\u00e8gues est devenu beaucoup plus simple et nous faisons aussi moins d’erreurs.\u00a0\u00bb<\/p>\n

D\u00e9couvrez comment configurer cette s\u00e9quence d’actions dans notre \u00e9l\u00e9ment de connaissances KI 13930.<\/strong><\/a><\/p>\n

Comment les autres organisations peuvent-elles se lancer avec les s\u00e9quences d’actions\u00a0?<\/strong><\/h2>\n

\u00ab\u00a0Mon premier conseil serait de consulter la plateforme\u00a0my.topdesk.com<\/strong><\/a>\u00a0car elle regorge d’excellents exemples\u00a0\u00bb, partage Yoline. \u00ab\u00a0Pour notre s\u00e9quence d’actions sur les br\u00e8ves descriptions, je suis all\u00e9e sur my.topdesk.com et j’ai trouv\u00e9 un \u00e9l\u00e9ment de connaissances\u00a0; j’ai t\u00e9l\u00e9charg\u00e9 le fichier JSON et je l’ai import\u00e9 dans notre environnement. Tout ce qu’il me restait \u00e0 faire \u00e9tait de changer certains noms de champ, apr\u00e8s quoi j’ai test\u00e9 la s\u00e9quence dans notre environnement test et cela a fonctionn\u00e9\u00a0! Donc, mon conseil serait de consulter la base de connaissances car c’est un bon point de d\u00e9part.\u00a0\u00bb<\/p>\n

Et tester est la cl\u00e9 avec l’automatisation. \u00ab\u00a0Utilisez votre environnement test TOPdesk pour jouer avec vos s\u00e9quences d’actions et faire vos exp\u00e9riences. Gr\u00e2ce \u00e0 cela, vous pourrez voir si la s\u00e9quence est bien reli\u00e9e au bon d\u00e9clencheur\u00a0\u00bb, termine Yoline.<\/p>\n

Pr\u00eats \u00e0 vous lancer dans l’automatisation de services\u00a0?<\/strong><\/h3>\n

Vous avez envie de tester vos connaissances concernant l’automatisation des services\u00a0? R\u00e9alisez l’analyse rapide d’automatisation des services<\/strong><\/a>\u00a0pour d\u00e9couvrir ce que vous savez d\u00e9j\u00e0 sur l’automatisation de vos services dans TOPdesk.<\/p>\n","protected":false},"excerpt":{"rendered":"

Vous avez sans nul doute d\u00e9j\u00e0 entendu parler de \u00ab\u00a0service automation\u00a0\u00a0\u00bb, ou encore de l’automatisation de services.\u00a0Mais en pratique, savez-vous de quoi il en retourne\u00a0?\u00a0 Nous avons interrog\u00e9 Yoline\u00a0Neegers,\u00a0employ\u00e9e servicedesk\u00a0chez\u00a0Ferranti, qui a automatis\u00e9 ses services afin de r\u00e9duire le nombre de t\u00e2ches r\u00e9p\u00e9titives, de gagner du temps et de travailler plus sereinement.\u00a0 Pourquoi Ferranti a<\/p>\n","protected":false},"author":269,"featured_media":15528,"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-16300","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":"\nFerranti utilise l'automatisation de services | TOPdesk<\/title>\n<meta name=\"description\" content=\"Ferranti a automatis\u00e9 ses services afin de r\u00e9duire le nombre de t\u00e2ches r\u00e9p\u00e9titives, de gagner du temps et de travailler plus sereinement.\" \/>\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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