{"id":2153,"date":"2012-08-30T11:57:06","date_gmt":"2012-08-30T10:57:06","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=2153"},"modified":"2015-01-21T09:56:12","modified_gmt":"2015-01-21T08:56:12","slug":"service-desk-les-cles-de-loptimisation","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2012\/08\/service-desk-les-cles-de-loptimisation\/","title":{"rendered":"Service desk : les cl\u00e9s de l\u2019optimisation !"},"content":{"rendered":"

D\u00e9ploy\u00e9 largement dans les entreprises, le service desk n\u2019est pas une fonction r\u00e9cente au sein de la DSI. Pour autant, dans un contexte de recherche d\u2019\u00e9conomies et d\u2019efficacit\u00e9, bon nombre d\u2019organisations s\u2019interrogent sur les optimisations qui peuvent \u00eatre atteintes tant d\u2019un point de vue op\u00e9rationnel qu\u2019\u00e9conomique.<\/p>\n

Quelles sont les leviers d\u2019une optimisation r\u00e9ussie d\u2019un service desk\u00a0? Quelles sont les \u00e9conomies possibles sur un service desk d\u00e9j\u00e0 bien en place\u00a0? En quoi le choix des indicateurs structure-t-il le pilotage et le suivi de la performance ?<\/p>\n

Nous vous proposons ici 4 actions cl\u00e9s pour une optimisation r\u00e9ussie.<\/p>\n

N\u00b01 – Bien r\u00e9guler la demande<\/strong><\/p>\n

\u00a0<\/strong>Le premier levier d\u2019optimisation consiste \u00e0 bien diff\u00e9rencier l\u2019offre de services offerte aux clients\/utilisateurs aux travers de classes de services.\u00a0 Il est fr\u00e9quent d\u2019offrir des niveaux de services bien sup\u00e9rieurs aux besoins des utilisateurs ce qui se traduit par des co\u00fbts plus \u00e9lev\u00e9s. La mise en place de classe de service Gold\/Silver\/Bronze offrant des services diff\u00e9rents en terme d\u2019ouverture de service, de taux de r\u00e9solution au premier contact, de taux de r\u00e9solution permet de d\u00e9gager 3 \u00e0 5% d\u2019\u00e9conomies sur les co\u00fbts du service desk.<\/p>\n

\u00a0N\u00b02 – Externaliser des activit\u00e9s permettant des engagements contractuels de bout-en-bout
\n<\/strong><\/p>\n

\u00a0Le march\u00e9 du service desk est aujourd\u2019hui mature sur lequel les fournisseurs proposent des offres industrielles. Au-del\u00e0 d\u2019un simple aspect de massification, le p\u00e9rim\u00e8tre confi\u00e9 \u00e0 un partenaire doit \u00eatre le plus large possible pour lui permettre de prendre des engagements de bout-en-bout et faciliter l\u2019industrialisation des activit\u00e9s de support. La s\u00e9paration des activit\u00e9s de help desk et de proximit\u00e9 ne favorise pas le d\u00e9veloppement de synergies par la centralisation de certains actes de support. Les p\u00e9rim\u00e8tres confi\u00e9s aux partenaires doivent \u00e0 minima int\u00e9grer le support N0\/N1 pour le traitement des incidents et des demandes, le support de proximit\u00e9 et peuvent \u00e9galement int\u00e9grer les activit\u00e9s de support N2 sur le poste de travail et sur les infrastructures associ\u00e9es.<\/p>\n

\u00a0N\u00b03 – Gagner en productivit\u00e9 et r\u00e9duire le nombre d\u2019interventions de proximit\u00e9<\/strong><\/p>\n

\u00a0<\/strong>Point de contact des utilisateurs, la productivit\u00e9 du service desk est directement li\u00e9e \u00e0 l\u2019h\u00e9t\u00e9rog\u00e9n\u00e9it\u00e9 du p\u00e9rim\u00e8tre technique\/applicatif g\u00e9r\u00e9. Des actions d\u2019homog\u00e9n\u00e9isation et de standardisation des environnements techniques (postes de travail notamment) et applicatifs permettront de simplifier les actes de support, de r\u00e9duire les outils de support, de limiter les temps de formation. Ces optimisations permettent en g\u00e9n\u00e9ral d\u2019obtenir 3 \u00e0 7% d\u2019\u00e9conomies sur les co\u00fbts du service desk.<\/p>\n

\u00a0Parall\u00e8lement, une r\u00e9duction des interventions de proximit\u00e9 doit \u00eatre engag\u00e9e par un d\u00e9placement de centre de gravit\u00e9 service Desk\/proximit\u00e9 vers le service desk. Le d\u00e9ploiement d\u2019outils de prise en main \u00e0 distance (PMAD) est une piste \u00e0 \u00e9tudier, elle peut peut d\u00e9gager environ 3 \u00e0 5% d\u2019\u00e9conomies.<\/p>\n

N\u00b04 – Choisir les bons indicateurs de performance \u00e9conomique et op\u00e9rationnelle<\/strong><\/p>\n

\u00a0<\/strong>La performance financi\u00e8re sera obtenue au travers de la mise en place des bons KPI (key performance indicators<\/em>) de mesure de la performance op\u00e9rationnelle. Les indicateurs retenus doivent pouvoir \u00eatre benchmarkables. Ci-dessous les indicateurs \u00e0 utiliser pour piloter la performance du service desk\u00a0:<\/p>\n

\"\"<\/a><\/p>\n

Des optimisations qui doivent permettre de r\u00e9pondre aux enjeux de demain<\/strong><\/p>\n

Le service desk reste un maillon dans la cha\u00eene d\u2019acteurs mobilis\u00e9s pour rendre le service aux utilisateurs. Les optimisations au niveau du service desk sont \u00e0 consid\u00e9rer dans un contexte plus large\u00a0: le co\u00fbt de support au niveau 2 ou au niveau 3 est en effet 5 \u00e0 9 fois plus \u00e9lev\u00e9\u00a0!<\/p>\n

V\u00e9ritable vitrine de la DSI, le service desk est \u00e0 l\u2019avant-garde de la diversification de ses services\u00a0: g\u00e9n\u00e9ralisation des contacts multiples (t\u00e9l\u00e9phone, mail, interface web, self-service), introduction du kiosque ou de la conciergerie, voire adaptation n\u00e9cessaire \u00e0 la consum\u00e9risation de l\u2019IT. Des d\u00e9fis de taille qu\u2019il est imp\u00e9ratif de r\u00e9ussir !<\/p>\n

\n","protected":false},"excerpt":{"rendered":"

D\u00e9ploy\u00e9 largement dans les entreprises, le service desk n\u2019est pas une fonction r\u00e9cente au sein de la DSI. Pour autant, dans un contexte de recherche d\u2019\u00e9conomies et d\u2019efficacit\u00e9, bon nombre d\u2019organisations s\u2019interrogent sur les optimisations qui peuvent \u00eatre atteintes tant…<\/p>\n","protected":false},"author":57,"featured_media":6344,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[35],"tags":[615,176,616,258,614],"coauthors":[820,915],"class_list":["post-2153","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie-projets-it","tag-gouvernance-si-2","tag-kpi","tag-performance-operationnelle","tag-pilotage","tag-service-desk"],"acf":[],"yoast_head":"\nService desk : les cl\u00e9s de l\u2019optimisation ! - RiskInsight<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.riskinsight-wavestone.com\/2012\/08\/service-desk-les-cles-de-loptimisation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service desk : les cl\u00e9s de l\u2019optimisation ! - RiskInsight\" \/>\n<meta property=\"og:description\" content=\"D\u00e9ploy\u00e9 largement dans les entreprises, le service desk n\u2019est pas une fonction r\u00e9cente au sein de la DSI. 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