{"id":16857,"date":"2024-06-28T10:48:55","date_gmt":"2024-06-28T08:48:55","guid":{"rendered":"https:\/\/www.topdesk.com\/fr\/?p=16857"},"modified":"2024-07-15T13:19:45","modified_gmt":"2024-07-15T11:19:45","slug":"5-taches-it-utile-automatiser","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/fr\/blog\/5-taches-it-utile-automatiser\/","title":{"rendered":"5 t\u00e2ches IT qu\u2019il serait utile d\u2019automatiser"},"content":{"rendered":"

L\u2019automatisation est une tendance majeure pour les d\u00e9partements IT. Si elle est r\u00e9alis\u00e9e avec justesse, elle peut\u00a0am\u00e9liorer l\u2019exp\u00e9rience client<\/a>, diminuer de plus de 40\u00a0%\u00a0le nombre d’appels au servicedesk IT<\/a> et r\u00e9duire les temps d\u2019arr\u00eat pour les utilisateurs finaux.<\/p>\n

G\u00e9nial\u00a0! Mais en pratique cela donne quoi\u00a0? Voici 5\u00a0t\u00e2ches IT que vous pouvez automatiser.<\/p>\n

1. Enregistrer les incidents<\/h2>\n

Enregistrer, cat\u00e9goriser, prioriser et attribuer correctement des incidents est crucial pour tout d\u00e9partement IT, mais cela demande beaucoup de temps.<\/p>\n

Heureusement, l\u2019IA peut vous aider. En se basant sur les connaissances de la base de donn\u00e9es de votre d\u00e9partement IT, l\u2019IA simplifie le processus d\u2019enregistrement en formulant des propositions pour une cat\u00e9gorisation ad\u00e9quate ou des SLA applicables.<\/p>\n

Les professionnels de l\u2019IT peuvent utiliser l\u2019IA comme assistant pour faire moins d\u2019erreurs et consacrer plus de temps aux clients. Et, comme les nouveaux employ\u00e9s du d\u00e9partement n\u2019ont plus besoin de m\u00e9moriser les cat\u00e9gories d\u2019incident, ils peuvent \u00eatre op\u00e9rationnels bien plus rapidement.<\/p>\n

Faites votre premier pas vers un enregistrement plus rapide des incidents gr\u00e2ce \u00e0 la\u00a0fonctionnalit\u00e9 de saisie automatique de TOPdesk<\/a>. Il vous suffit de commencer \u00e0 taper et TOPdesk compl\u00e8te le reste.<\/p>\n

2. Attribuer les t\u00e2ches<\/h2>\n

En plus d\u2019acc\u00e9l\u00e9rer l\u2019enregistrement des incidents, l\u2019IA fait de l\u2019attribution des t\u00e2ches un jeu d\u2019enfant.<\/p>\n

En se basant sur les requ\u00eates et incidents pr\u00e9c\u00e9dents, l\u2019IA \u00e9value la dur\u00e9e de r\u00e9solution d\u2019une requ\u00eate ou incident sp\u00e9cifique. Elle peut ensuite attribuer les t\u00e2ches \u00e0 r\u00e9aliser en fonction du niveau d\u2019expertise d\u2019un professionnel IT et de ses disponibilit\u00e9s.<\/p>\n

Si ce dernier dispose d\u2019une heure libre suppl\u00e9mentaire \u00e0 un moment donn\u00e9, l\u2019IA sera en mesure de lui sugg\u00e9rer une t\u00e2che correspondant \u00e0 une heure de travail.<\/p>\n

Automatiser les t\u00e2ches r\u00e9currentes peut diminuer de plus de 40\u00a0% les appels au servicedesk et r\u00e9duire les temps d\u2019arr\u00eat pour les utilisateurs finaux.<\/p><\/blockquote>\n

3. R\u00e9pondre aux questions des clients<\/h2>\n

\u00ab\u00a0Comment puis-je me connecter au Wi-Fi de l\u2019entreprise\u00a0?\u00a0\u00bb, \u00ab\u00a0Comment faire pour ajouter une bo\u00eete aux lettres partag\u00e9e\u00a0?\u00a0\u00bb, \u00ab\u00a0Comment connecter mon ordinateur portable \u00e0 une imprimante\u00a0?\u00a0\u00bb.<\/p>\n

Votre d\u00e9partement IT est habitu\u00e9 \u00e0 ce genre de questions. Mais ne serait-il pas fabuleux que les clients puissent trouver eux-m\u00eames la r\u00e9ponse \u00e0 ces questions\u00a0?<\/p>\n

Avec l\u2019aide d\u2019un\u00a0chatbot<\/a>, c\u2019est possible. En associant les capacit\u00e9s de l\u2019IA \u00e0 comprendre une langue aux connaissances de votre d\u00e9partement IT, un chatbot peut saisir la question du client et lui fournir une r\u00e9ponse.<\/p>\n

Et encore mieux\u00a0: les chatbots ne se limitent pas aux heures de bureau. Un vrai soulagement en ces temps o\u00f9\u00a0les exigences clients ne font qu’augmenter<\/a>.<\/p>\n

4. Traiter les t\u00e2ches r\u00e9currentes<\/h2>\n

Les t\u00e2ches r\u00e9currentes sont le lot quotidien des professionnels de l\u2019IT\u00a0; elles n\u00e9cessitent beaucoup de temps et d\u2019efforts, qui pourraient \u00eatre consacr\u00e9s \u00e0 d\u2019autres choses. Ces t\u00e2ches r\u00e9currentes sont aussi tr\u00e8s co\u00fbteuses. Prenez par exemple les\u00a0r\u00e9initialisations de mot de passe<\/a>\u00a0: Forrester estime que le co\u00fbt moyen d\u2019une seule r\u00e9initialisation de mot de passe est de 70\u00a0$.<\/p>\n

L\u2019automatisation est la solution au probl\u00e8me des t\u00e2ches r\u00e9currentes\u00a0comme la r\u00e9initialisation de mot de passe. Elle peut en effet permettre de diminuer de plus de 40\u00a0% les appels au servicedesk et de r\u00e9duire les temps d\u2019arr\u00eat pour les utilisateurs finaux, vous faisant faire d\u2019importantes \u00e9conomies.<\/p>\n

5. Organiser l\u2019onboarding (et l\u2019offboarding) des employ\u00e9s<\/h2>\n

Lors de l\u2019arriv\u00e9e d\u2019un(e) nouvel(le) employ\u00e9(e) au sein de l\u2019entreprise, votre d\u00e9partement IT est charg\u00e9 de s\u2019assurer qu\u2019il\/elle dispose du mat\u00e9riel IT, des logiciels et des droits n\u00e9cessaires \u00e0 l\u2019ex\u00e9cution de son travail.<\/p>\n

De plus, en cas de d\u00e9part de l\u2019entreprise, l\u2019IT doit supprimer ses acc\u00e8s et savoir quels biens il\/elle utilisait et o\u00f9 ils se trouvent d\u00e9sormais.<\/p>\n

Vous pouvez ais\u00e9ment simplifier ces processus avec un brin d\u2019automatisation. Ainsi, les nouveaux venus re\u00e7oivent un acc\u00e8s instantan\u00e9 \u00e0 tous les syst\u00e8mes dont ils ont besoin et ils peuvent r\u00e9ellement commencer \u00e0 travailler au lieu de devoir poireauter lors de leur premier jour.<\/p>\n

De m\u00eame, l\u2019automatisation du processus d\u2019offboarding permettra de r\u00e9silier rapidement et facilement les comptes et les acc\u00e8s au d\u00e9part des employ\u00e9s.<\/p>\n

Mais bien s\u00fbr, l\u2019arriv\u00e9e et le d\u00e9part d\u2019employ\u00e9s ne sont pas des t\u00e2ches r\u00e9serv\u00e9es \u00e0 l\u2019IT. Les RH, les Facilities et d\u2019autres d\u00e9partements de service sont \u00e9galement impliqu\u00e9s dans ces processus. Gr\u00e2ce aux\u00a0flux de travail dans TOPdesk<\/a>, vous pouvez configurer une cha\u00eene automatis\u00e9e d\u2019\u00e9v\u00e9nements pour l\u2019onboarding et l\u2019offboarding de sorte que tous les d\u00e9partements sachent quoi faire et quand.<\/p>\n

Consulter le blog<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

L\u2019automatisation est une tendance majeure pour les d\u00e9partements IT. Si elle est r\u00e9alis\u00e9e avec justesse, elle peut\u00a0am\u00e9liorer l\u2019exp\u00e9rience client, diminuer de plus de 40\u00a0%\u00a0le nombre d’appels au servicedesk IT et r\u00e9duire les temps d\u2019arr\u00eat pour les utilisateurs finaux. G\u00e9nial\u00a0! Mais en pratique cela donne quoi\u00a0? Voici 5\u00a0t\u00e2ches IT que vous pouvez automatiser. 1. Enregistrer les<\/p>\n","protected":false},"author":183,"featured_media":16944,"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-16857","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":16947,"blog_hubspot_cta_link":null,"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\n5 t\u00e2ches IT qu\u2019il serait utile d\u2019automatiser | TOPdesk<\/title>\n<meta name=\"description\" content=\"L'automatisation peut aider votre d\u00e9partement IT \u00e0 gagner du temps sur certaines t\u00e2ches. Vous voulez en savoir plus ? 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