{"id":2660,"date":"2012-12-05T13:02:53","date_gmt":"2012-12-05T12:02:53","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=2660"},"modified":"2020-01-02T11:00:32","modified_gmt":"2020-01-02T10:00:32","slug":"un-catalogue-de-services-et-apres","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2012\/12\/un-catalogue-de-services-et-apres\/","title":{"rendered":"Un catalogue de services, et apr\u00e8s ?"},"content":{"rendered":"

Pour r\u00e9pondre \u00e0 un besoin de visibilit\u00e9 et de transparence vis-\u00e0-vis des clients, de nombreuses DSI ont initi\u00e9 une formalisation de leur offre de services. Cette d\u00e9marche a eu pour principal effet la parution d\u2019un catalogue de services, v\u00e9ritable vitrine des savoir-faire de la DSI.<\/em><\/p>\n

Aujourd\u2019hui, cette premi\u00e8re brique doit d\u00e9clencher de nouvelles actions, pour devenir un \u00e9l\u00e9ment structurant dans le pilotage de la DSI. Comment aller au-del\u00e0 d\u2019un simple exercice de publicit\u00e9\/communication ? Quelles sont les bonnes pratiques pour piloter une offre de services ?<\/em><\/p>\n

Un poste cl\u00e9 \u00e0 cr\u00e9er, garant de la coh\u00e9rence globale de l\u2019offre<\/h2>\n

Cette transformation n\u00e9cessite de d\u00e9finir un nouveau poste cl\u00e9\u00a0: le responsable des offres de services. Ses principales missions seront de garantir la coh\u00e9rence globale de l\u2019offre de services et de coordonner les parties prenantes. Pour cela, il doit \u00eatre proche du management et avoir une vue transverse sur les activit\u00e9s de la DSI.<\/p>\n

La garantie d\u2019une coh\u00e9rence globale passe par la gestion du portefeuille de services (services en \u00e9mergence, sp\u00e9cifiques\u2026) et la bonne application des r\u00e8gles et d\u00e9cisions concernant la d\u00e9finition et la mise \u00e0 jour des mod\u00e8les \u00e9conomiques des services. Son r\u00f4le de coordinateur est notamment n\u00e9cessaire pour s\u2019assurer de la bonne consolidation du mod\u00e8le \u00e9conomique de la DSI, pour garantir la bonne application du processus d\u2019\u00e9volution de l\u2019offre de services, ainsi que l\u2019animation de comit\u00e9s de gouvernance de l\u2019offre.<\/p>\n

Ces travaux n\u00e9cessitent la contribution d\u2019un certain nombre d\u2019acteurs de la DSI, tels que le contr\u00f4le de gestion, la force de vente, le management, et surtout les op\u00e9rationnels. En effet, de nouveaux r\u00f4les doivent leur \u00eatre attribu\u00e9s\u00a0: d\u2019une part\u00a0des responsables de services, garantissant la faisabilit\u00e9 op\u00e9rationnelle et les co\u00fbts de fonctionnement ; et d\u2019autre part des responsables de ligne de produits\/services, assurant la coh\u00e9rence et l\u2019\u00e9quilibre \u00e9conomique d\u2019un groupement de services li\u00e9s par une th\u00e9matique commune, ainsi que l\u2019interface avec les clients lors de comit\u00e9s op\u00e9rationnels.<\/p>\n

Une gouvernance de l\u2019offre \u00e0 plusieurs niveaux, garante de l\u2019ad\u00e9quation au besoin<\/h2>\n

Le pilotage de l\u2019offre de services doit s\u2019appuyer sur des comit\u00e9s, anim\u00e9s par les diff\u00e9rents acteurs cit\u00e9s pr\u00e9c\u00e9demment. Les principes de gouvernance de l\u2019offre de services \u00e0 mettre en place doivent permettre de garantir son \u00e9volution et sa p\u00e9rennit\u00e9.<\/p>\n

Il est essentiel d\u2019embarquer les clients dans cette gouvernance, afin de pouvoir constamment garantir la bonne ad\u00e9quation avec leurs besoins. Ceci demande de mettre en place une gouvernance partag\u00e9e \u00e0 plusieurs niveaux :<\/p>\n

    \n
  • Au niveau op\u00e9rationnel, avec une gouvernance locale o\u00f9 chaque ligne de service est suivie dans des comit\u00e9s d\u00e9di\u00e9s \u00e0 une th\u00e9matique. La DSI et ses clients \u00e9changent sur les fonctionnalit\u00e9s et les besoins techniques ou \u00e9conomiques.<\/li>\n
  • \u00a0Au niveau de la direction pour d\u00e9finir les grandes orientations en accord avec la strat\u00e9gie (par exemple le d\u00e9veloppement d\u2019offres low-cost) et valider les impacts \u00e9conomiques ou transverse \u00e0 l\u2019entreprise.<\/li>\n<\/ul>\n

    Au-del\u00e0 d\u2019une gouvernance, une n\u00e9cessit\u00e9 de se doter d\u2019un pilotage \u00e9conomique<\/h2>\n

    Les comit\u00e9s internes ont pour objet de valider le contenu de l\u2019offre et ses \u00e9volutions, mais \u00e9galement de s\u2019assurer de sa rentabilit\u00e9 \u00e9conomique. L\u2019offre de service, d\u00e9finissant les orientations technologiques et assurant l\u2019\u00e9quilibre \u00e9conomique, devient un pilier du pilotage de la DSI. Il est essentiel pour cela d\u2019\u00eatre en capacit\u00e9 d\u2019avoir une vision pr\u00e9cise de ses co\u00fbts, en adoptant un mod\u00e8le de pilotage \u00e9conomique adapt\u00e9 \u00e0 la DSI.<\/p>\n

    [Article r\u00e9dig\u00e9 en collaboration avec Arnaud Recher, consultant]<\/p>\n

    <\/div>\n","protected":false},"excerpt":{"rendered":"

    Pour r\u00e9pondre \u00e0 un besoin de visibilit\u00e9 et de transparence vis-\u00e0-vis des clients, de nombreuses DSI ont initi\u00e9 une formalisation de leur offre de services. Cette d\u00e9marche a eu pour principal effet la parution d\u2019un catalogue de services, v\u00e9ritable vitrine…<\/p>\n","protected":false},"author":59,"featured_media":2538,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[35],"tags":[748,750,751,749,720],"coauthors":[818],"class_list":["post-2660","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie-projets-it","tag-catalogue-de-services","tag-gouvernance-de-loffre","tag-modele-economique","tag-offre-de-services","tag-pilotage-economique"],"acf":[],"yoast_head":"\nUn catalogue de services, et apr\u00e8s ?<\/title>\n<meta name=\"description\" content=\"Pour r\u00e9pondre \u00e0 un besoin de visibilit\u00e9 et de transparence vis-\u00e0-vis des clients, de nombreuses DSI ont initi\u00e9 une formalisation de leur offre de services. 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Quelles sont les bonnes pratiques pour piloter une offre de services ?","breadcrumb":{"@id":"https:\/\/www.riskinsight-wavestone.com\/2012\/12\/un-catalogue-de-services-et-apres\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.riskinsight-wavestone.com\/2012\/12\/un-catalogue-de-services-et-apres\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.riskinsight-wavestone.com\/2012\/12\/un-catalogue-de-services-et-apres\/#primaryimage","url":"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2012\/11\/Fotolia_33861020_M-photos-immeubles-utilisation-LUV-NB.jpg","contentUrl":"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2012\/11\/Fotolia_33861020_M-photos-immeubles-utilisation-LUV-NB.jpg","width":1541,"height":1233},{"@type":"BreadcrumbList","@id":"https:\/\/www.riskinsight-wavestone.com\/2012\/12\/un-catalogue-de-services-et-apres\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/www.riskinsight-wavestone.com\/en\/"},{"@type":"ListItem","position":2,"name":"Un catalogue de services, et apr\u00e8s ?"}]},{"@type":"WebSite","@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#website","url":"https:\/\/www.riskinsight-wavestone.com\/en\/","name":"RiskInsight","description":"The cybersecurity & digital trust blog by Wavestone's consultants","publisher":{"@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.riskinsight-wavestone.com\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#organization","name":"Wavestone","url":"https:\/\/www.riskinsight-wavestone.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2021\/08\/Monogramme\u2013W\u2013NEGA-RGB-50x50-1.png","contentUrl":"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2021\/08\/Monogramme\u2013W\u2013NEGA-RGB-50x50-1.png","width":50,"height":50,"caption":"Wavestone"},"image":{"@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#\/schema\/person\/ad5369fed6393bfc7f62194fbbf20828","name":"Matthieu Moutet","url":"https:\/\/www.riskinsight-wavestone.com\/en\/author\/matthieu-moutet\/"}]}},"_links":{"self":[{"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/posts\/2660","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/users\/59"}],"replies":[{"embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/comments?post=2660"}],"version-history":[{"count":11,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/posts\/2660\/revisions"}],"predecessor-version":[{"id":2666,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/posts\/2660\/revisions\/2666"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/media\/2538"}],"wp:attachment":[{"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/media?parent=2660"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/categories?post=2660"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/tags?post=2660"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/coauthors?post=2660"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}