{"id":3582,"date":"2013-03-27T17:47:12","date_gmt":"2013-03-27T16:47:12","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=3582"},"modified":"2020-01-02T10:59:24","modified_gmt":"2020-01-02T09:59:24","slug":"microsoft-challenger-sur-le-marche-des-outils-it-service-management-itsm","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2013\/03\/microsoft-challenger-sur-le-marche-des-outils-it-service-management-itsm\/","title":{"rendered":"Microsoft, challenger sur le march\u00e9 des outils IT Service Management (ITSM) ?"},"content":{"rendered":"

Utilis\u00e9s aujourd\u2019hui dans la quasi-totalit\u00e9 des DSI, les outils ITSM repr\u00e9sentent un march\u00e9 sur lequel se trouvent en bonne place\u00a0des acteurs comme : BMC, CA, HP, IBM ou encore Service Now. <\/em><\/p>\n

Microsoft, g\u00e9ant de l\u2019industrie logicielle, a lanc\u00e9 d\u00e9but 2010 l\u2019outil Service Manager SCSM en s\u2019appuyant sur sa suite System Center. Apr\u00e8s une nouvelle version sortie d\u00e9but 2012 (SCSM 2012) et un Service Pack 1 disponible depuis janvier 2013, Microsoft confirme sa volont\u00e9 de consolider sa position sur toute la cha\u00eene de gestion des services IT. Pour autant, il n\u2019appara\u00eet pas encore dans le radar Gartner<\/a>. Quel est donc le potentiel de cette solution ? <\/em><\/p>\n

Quel sont les enjeux des outils ITSM ?<\/h2>\n

Les outils ITSM permettent \u00e0 la DSI de se professionnaliser et d\u2019am\u00e9liorer sa qualit\u00e9\u00a0 de service, sa r\u00e9activit\u00e9 vis-\u00e0-vis des utilisateurs et de mieux piloter la production informatique.<\/p>\n

Le choix et le d\u00e9ploiement d\u2019un outil ITSM est impactant en termes de d\u00e9lai, les d\u00e9cisions doivent \u00eatre prises avec un horizon \u00e0 moyen terme (5 ans). De plus, c\u2019est un outil visible, utilis\u00e9 par de nombreux acteurs de la DSI et servant l\u2019ensemble des utilisateurs. Dans un environnement d\u2019entreprise de plus en plus changeant, l\u2019enjeu d\u2019adaptabilit\u00e9 de l\u2019outil est donc primordial. Il doit apporter la souplesse permettant d\u2019int\u00e9grer et de se s\u00e9parer facilement de nouveaux p\u00e9rim\u00e8tres, groupes supports et prendre en compte de nouveaux param\u00e8tres.<\/p>\n

Le besoin de plus en plus pr\u00e9gnant de ma\u00eetriser les co\u00fbts informatiques et l\u2019utilisation de plus en plus\u00a0 large de services externalis\u00e9s imposent \u00e9galement aux outils de r\u00e9pondre aux besoins de reporting et de mesure des SLA et OLA souvent complexes.<\/p>\n

Le cloud<\/em> en tant que tendance de fond se d\u00e9cline \u00e9galement sur les outils ITSM. Les solutions SaaS peuvent s\u00e9duire des clients adeptes de solutions \u00ab\u00a0cl\u00e9 en main\u00a0\u00bb.<\/p>\n

Enfin, les utilisateurs sont de plus en plus habitu\u00e9s \u00e0 des interfaces user friendly<\/em> pour leurs usages personnels. Ils deviennent de plus en plus exigeants sur l\u2019ergonomie des outils professionnels. Les interfaces doivent donc \u00eatre simples, intuitives et proposer des temps de r\u00e9ponse courts.<\/p>\n

Le choix d\u2019un outil sera donc guid\u00e9 par les sp\u00e9cificit\u00e9s de chaque DSI, comme sa taille, son mode d\u2019organisation (dispersion g\u00e9ographique, p\u00e9rim\u00e8tres externalis\u00e9s), ses engagements contractuels (catalogue et niveaux de service, impacts financiers li\u00e9s \u00e0 la mesure des engagements de services). L\u2019enjeu pour les \u00e9diteurs sera de r\u00e9pondre \u00e0 ces attentes diverses.<\/p>\n

Qu\u2019apporte la solution Microsoft ?<\/h2>\n

Tout comme ses principaux concurrents, System Center Service Manager 2012 permet d\u2019outiller de fa\u00e7on int\u00e9gr\u00e9e les principaux processus :<\/p>\n

    \n
  • Front-office<\/em>\u00a0: gestion des incidents et gestion des demandes bas\u00e9e sur un module de gestion du catalogue de services.<\/li>\n
  • Back-office<\/em>\u00a0: gestion des probl\u00e8mes, des changements, des mises en production et des configurations.<\/li>\n<\/ul>\n

    Du point de vue d\u00e9finition et design<\/em>, les processus pris en charge sont bas\u00e9s sur MOF (Microsoft Operations Framework<\/em>), largement appuy\u00e9 sur le r\u00e9f\u00e9rentiel internationalement reconnu ITIL V3.<\/p>\n

    La sp\u00e9cificit\u00e9 de l\u2019outil tient principalement \u00e0 son appartenance \u00e0 la famille Microsoft\u00a0:<\/p>\n

      \n
    • Il est accessible \u00e0 travers deux canaux\u00a0dont l\u2019interface est facilement prise en main car con\u00e7ue dans \u00ab\u00a0l\u2019esprit\u00a0\u00bb Microsoft : un client riche, ou console, \u00e0 destination des \u00e9quipes IT, et un portail web aux fonctionnalit\u00e9s plus limit\u00e9es \u00e0 l\u2019usage des utilisateurs finaux.<\/li>\n
    • Il permet des interconnections natives avec les autres produits de la firme\u00a0: l\u2019Active Directory <\/em>pour le peuplement de la solution, SCCM pour la gestion de configuration ou encore le portail Sharepoint pour le partage de la base de connaissance et la publication des reporting<\/em>.<\/li>\n
    • La solution de reporting<\/em> embarqu\u00e9e est l\u2019un des atouts de cet outil. Bas\u00e9e sur les services de business intelligence<\/em> issus de la technologie Microsoft SQL et elle permet d\u2019automatiser la production des tableaux de bord publiables directement sur SharePoint.<\/li>\n<\/ul>\n

      Quelles entreprises peuvent en tirer le meilleur b\u00e9n\u00e9fice\u00a0?<\/h2>\n

      Le d\u00e9ploiement de cet outil met en avant la question du subtil \u00e9quilibre \u00e0 trouver entre l\u2019adaptation de l\u2019outil aux processus et l\u2019adaptation des modes de fonctionnement de l\u2019entreprise aux contraintes des \u00e9diteurs.<\/p>\n

        \n
      • Les possibilit\u00e9s d\u2019adaptation de l\u2019outil aux processus de l\u2019entreprise \u00e9loign\u00e9s des standards ITIL ou dot\u00e9e d\u2019une organisation avec de nombreux sites ou p\u00e9rim\u00e8tres infog\u00e9r\u00e9s restent plus compliqu\u00e9es. Une personnalisation \u00e0 l\u2019aide du module \u00ab\u00a0Authoring Tool<\/em>\u00a0\u00bb et de programmation XML devient n\u00e9cessaire mais n\u2019est support\u00e9e que lorsqu\u2019elle est r\u00e9alis\u00e9e par Microsoft.<\/li>\n
      • L\u2019ergonomie du portail web reste un point \u00e0 am\u00e9liorer au regard des capacit\u00e9s de Microsoft\u00a0: le nombre de clic gagnerait \u00e0 \u00eatre r\u00e9duit et une fois encore la personnalisation est difficile du fait d\u2019une structure en Silverlight totalement verrouill\u00e9e.<\/li>\n
      • D\u2019un point de vue technique, l\u2019interface web pour les utilisateurs n\u2019est prise en charge que sur les plate-formes Windows Vista et ult\u00e9rieures.<\/li>\n<\/ul>\n

        Compte tenu de ces caract\u00e9ristiques, Microsoft r\u00e9pond plus particuli\u00e8rement aux besoins d\u2019entreprises souhaitant s\u2019appuyer avant tout sur la console back-office<\/em> ou aux entreprises de taille moyenne qui n\u2019auront besoin que d\u2019un faible niveau de personnalisation et qui pourront s\u2019appuyer sur une solution cl\u00e9 en main et un cadre de r\u00e9f\u00e9rence standard.<\/p>\n


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

        Utilis\u00e9s aujourd\u2019hui dans la quasi-totalit\u00e9 des DSI, les outils ITSM repr\u00e9sentent un march\u00e9 sur lequel se trouvent en bonne place\u00a0des acteurs comme : BMC, CA, HP, IBM ou encore Service Now. Microsoft, g\u00e9ant de l\u2019industrie logicielle, a lanc\u00e9 d\u00e9but 2010…<\/p>\n","protected":false},"author":159,"featured_media":6298,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[35],"tags":[122,1063,1064,1069,1070,1065,1068,1067,1066],"coauthors":[1062,1071],"class_list":["post-3582","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie-projets-it","tag-itil","tag-itsm","tag-itssm","tag-outil","tag-outillage","tag-scsm-2012","tag-service-management","tag-service-manager","tag-system-center"],"acf":[],"yoast_head":"\nMicrosoft, challenger sur le march\u00e9 des outils IT Service Management (ITSM) ?<\/title>\n<meta name=\"description\" content=\"Utilis\u00e9s aujourd\u2019hui dans la quasi-totalit\u00e9 des DSI, les outils ITSM repr\u00e9sentent un march\u00e9 sur lequel se trouvent en bonne place des acteurs comme : BMC, CA, HP, IBM ou encore Service Now. 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Apr\u00e8s une nouvelle version sortie d\u00e9but 2012 (SCSM 2012) et un Service Pack 1 disponible depuis janvier 2013, Microsoft confirme sa volont\u00e9 de consolider sa position sur toute la cha\u00eene de gestion des services IT. Pour autant, il n\u2019appara\u00eet pas encore dans le radar Gartner. 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Quel est donc le potentiel de cette solution ?","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.riskinsight-wavestone.com\/2013\/03\/microsoft-challenger-sur-le-marche-des-outils-it-service-management-itsm\/","og_locale":"en_US","og_type":"article","og_title":"Microsoft, challenger sur le march\u00e9 des outils IT Service Management (ITSM) ?","og_description":"Utilis\u00e9s aujourd\u2019hui dans la quasi-totalit\u00e9 des DSI, les outils ITSM repr\u00e9sentent un march\u00e9 sur lequel se trouvent en bonne place des acteurs comme : BMC, CA, HP, IBM ou encore Service Now. Microsoft, g\u00e9ant de l\u2019industrie logicielle, a lanc\u00e9 d\u00e9but 2010 l\u2019outil Service Manager SCSM en s\u2019appuyant sur sa suite System Center. Apr\u00e8s une nouvelle version sortie d\u00e9but 2012 (SCSM 2012) et un Service Pack 1 disponible depuis janvier 2013, Microsoft confirme sa volont\u00e9 de consolider sa position sur toute la cha\u00eene de gestion des services IT. Pour autant, il n\u2019appara\u00eet pas encore dans le radar Gartner. 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