{"id":635206,"date":"2023-09-13T17:24:53","date_gmt":"2023-09-13T15:24:53","guid":{"rendered":"https:\/\/www.devoteam.com\/?post_type=expert-view&#038;p=635206"},"modified":"2025-06-10T16:52:37","modified_gmt":"2025-06-10T14:52:37","slug":"liberer-le-potentiel-dexcellence-de-litsm-grace-a-generative-ai-dans-la-version-vancouver-de-servicenow","status":"publish","type":"expert-view","link":"https:\/\/devoteam.info\/fr\/expert-view\/liberer-le-potentiel-dexcellence-de-litsm-grace-a-generative-ai-dans-la-version-vancouver-de-servicenow\/","title":{"rendered":"Lib\u00e9rer le potentiel d\u2019excellence de l\u2019ITSM gr\u00e2ce \u00e0 Generative AI dans la version Vancouver de ServiceNow"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Depuis la sortie de ChatGPT en 2022, l\u2019utilisation g\u00e9n\u00e9rale de la technologie de l\u2019IA est un sujet br\u00fblant. L\u2019influence de l\u2019IA est pr\u00e9sente dans notre vie quotidienne de mani\u00e8re subtile, mais elle devient de plus en plus \u00e9vidente tant dans notre vie personnelle que professionnelle. Des conversations textuelles semblables \u00e0 celles des humains aux images g\u00e9n\u00e9r\u00e9es par l\u2019IA, tout le monde peut d\u00e9sormais profiter de l\u2019IA sur leur ordinateur, voire sur leur t\u00e9l\u00e9phone, tout en \u00e9tant allong\u00e9 sur leur canap\u00e9.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avec ServiceNow Vancouver \u00e9tant en disponibilit\u00e9 pr\u00e9coce, nous avons maintenant un aper\u00e7u des capacit\u00e9s de la strat\u00e9gie d\u2019IA g\u00e9n\u00e9rative de&nbsp;<strong><a href=\"https:\/\/www.servicenow.com\/community\/in-other-news\/servicenow-and-generative-ai\/ba-p\/2579347\">ServiceNow<\/a><\/strong>&nbsp;et de ce qu\u2019un LLM natif nous permet de faire sur la plateforme ServiceNow.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019objectif principal de cette am\u00e9lioration est de sortir les solutions d\u2019IA de l\u2019ombre de l\u2019IA et de les int\u00e9grer dans une approche digne de confiance et centr\u00e9e sur l\u2019humain. Cela permet l\u2019utilisation de la technologie de l\u2019IA tout en maintenant une plateforme et des donn\u00e9es s\u00e9curis\u00e9es, avec une gouvernance centralis\u00e9e.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Jetons un coup d\u2019\u0153il \u00e0 certaines des capacit\u00e9s de l\u2019IA g\u00e9n\u00e9rative de ServiceNow.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-resume-des-cas\">R\u00e9sum\u00e9 des cas<\/h2>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/image5-1-1.png\" alt=\"\" class=\"wp-image-20362\" style=\"object-fit:contain;width:950px;height:500px\"\/><figcaption class=\"wp-element-caption\"><em><em>Exemple de r\u00e9sum\u00e9 de cas, Source : ServiceNow<\/em><\/em><\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Une grande partie du travail d\u2019un agent consiste \u00e0 fournir des r\u00e9solutions pr\u00e9cises et rapides, mais parfois la partie \u00ab&nbsp;rapide&nbsp;\u00bb souffre des difficult\u00e9s \u00e0 obtenir une vue d\u2019ensemble pr\u00e9cise.<br>Avec l\u2019aide de ServiceNow Generative AI, les agents peuvent obtenir un r\u00e9sum\u00e9 d\u2019un cas ou d\u2019un incident, tout en recevant des recommandations sur la marche \u00e0 suivre pour r\u00e9soudre le probl\u00e8me.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cela aura un impact important sur la charge de travail manuelle et stimulera la productivit\u00e9 tout en acc\u00e9l\u00e9rant les r\u00e9sultats pour les clients.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En accord avec les pr\u00e9occupations en mati\u00e8re de gouvernance et de s\u00e9curit\u00e9 des solutions d\u2019IA,&nbsp;<strong>l\u2019IA g\u00e9n\u00e9rative native veille \u00e0 ce que nos donn\u00e9es soient prot\u00e9g\u00e9es contre les outils externes.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Now Assist \u2013 Aide intelligente en libre-service<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">De nombreux utilisateurs ont d\u00e9j\u00e0 demand\u00e9 de l\u2019aide aux plates-formes d\u2019IA existantes telles que ChatGPT pour r\u00e9diger des lettres de motivation, des e-mails, des CV et d\u2019autres documents, en utilisant le langage naturel de la technologie pour acc\u00e9l\u00e9rer le processus et leur donner un coup de pouce.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En utilisant cette fonctionnalit\u00e9 dans ServiceNow, vous pouvez cr\u00e9er une base de connaissances.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/image4-1-1.png\" alt=\"\" class=\"wp-image-20358\" style=\"width:852px;height:455px\"\/><figcaption class=\"wp-element-caption\"><em><em>Cr\u00e9ation de la base de connaissances, Source : ServiceNow<\/em><\/em><\/figcaption><\/figure>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">La Generative AI de ServiceNow \u00e9tendra \u00e9galement la fonctionnalit\u00e9 des capacit\u00e9s de recherche aliment\u00e9es par l\u2019IA existantes. Bien que les GPT puissent \u00eatre sujets aux hallucinations lorsqu\u2019ils donnent des r\u00e9ponses,\u00a0<em>Now Assist for Search<\/em>\u00a0fournit des r\u00e9ponses en langage naturel plus pr\u00e9cises. Cela est possible car la r\u00e9ponse est bas\u00e9e sur l\u2019environnement du client, ce qui r\u00e9duit consid\u00e9rablement les risques d\u2019erreurs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019IA g\u00e9n\u00e9rative r\u00e9duira le nombre d\u2019interactions avec les agents et permettra aux clients de s\u2019aider eux-m\u00eames en trouvant rapidement une r\u00e9ponse \u00e0 une question ou en aidant \u00e0 formuler ou \u00e0 apporter des modifications \u00e0 des demandes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019IA g\u00e9n\u00e9rative sera disponible en tant qu\u2019alternative \u00e0 l\u2019Agent virtuel, permettant \u00e9galement aux utilisateurs internes d\u2019acc\u00e9der directement aux capacit\u00e9s de GPT sur la plateforme ServiceNow.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ces fonctionnalit\u00e9s&nbsp;<strong>contribueront \u00e0 am\u00e9liorer la productivit\u00e9 des utilisateurs internes tout en offrant aux utilisateurs externes une exp\u00e9rience d\u2019auto-assistance satisfaisante.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Texte vers code<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le d\u00e9veloppement de code peut parfois \u00eatre fastidieux et chronophage, m\u00eame lors de la cr\u00e9ation du m\u00eame code pour des scripts et des commandes de routine. Heureusement, Generative AI introduit&nbsp;<strong>le texte vers code<\/strong>, qui permet aux d\u00e9veloppeurs de d\u00e9crire en langage naturel ce que le script doit faire. Cette description est ensuite convertie en un code de haute qualit\u00e9 affich\u00e9 directement dans le cadre de codage, pr\u00eat \u00e0 \u00eatre examin\u00e9 ou d\u00e9velopp\u00e9 davantage par le d\u00e9veloppeur.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/image6-1-1.png\" alt=\"\" class=\"wp-image-20366\" style=\"object-fit:contain;width:988px;height:494px\"\/><figcaption class=\"wp-element-caption\"><em><em>Fonctionnalit\u00e9 texte-vers-code, Source : ServiceNow<\/em><\/em><\/figcaption><\/figure>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019approche \u00ab&nbsp;l\u2019humain dans la boucle&nbsp;\u00bb est toujours n\u00e9cessaire pour s\u2019assurer que la suggestion de code est conforme aux pratiques standard de votre entreprise ou de votre client.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dans le cadre de la fonctionnalit\u00e9 texte-vers-code, le d\u00e9veloppeur peut \u00e9galement demander \u00e0 l\u2019IA g\u00e9n\u00e9rative de compl\u00e9ter le code actuellement \u00e9crit en fonction du contexte.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">L\u2019humain dans la boucle<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Comme pour toutes les demandes et interactions avec l\u2019IA, que ce soit le texte-vers-code, l\u2019aide de l\u2019Agent Now Assist ou d\u2019autres interactions, nous devons tous devenir \u00ab&nbsp;ing\u00e9nieurs de prompts&nbsp;\u00bb dans une certaine mesure. La r\u00e8gle d\u2019or majeure pour traiter et d\u00e9velopper l\u2019IA est \u00ab&nbsp;Bonnes donn\u00e9es -&gt; Bonne IA, Mauvaises donn\u00e9es -&gt; Mauvaise IA&nbsp;\u00bb, ce qui compte \u00e9galement lors de l\u2019interaction avec l\u2019IA g\u00e9n\u00e9rative.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En fournissant \u00e0 l\u2019IA des prompts bien descriptifs et logiques, l\u2019IA fournira \u00e0 son tour des suggestions et des r\u00e9ponses plus correctes et pr\u00e9cises.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pour r\u00e9sumer le d\u00e9but de cet article, la strat\u00e9gie est d\u2019avoir une approche centr\u00e9e sur l\u2019humain pour garantir des solutions dignes de confiance gr\u00e2ce \u00e0 une barri\u00e8re de s\u00e9curit\u00e9 humaine.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Facilement configurable<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">ServiceNow met l\u2019accent sur le low code\/no code et les d\u00e9veloppeurs citoyens. Dans le cadre de cette strat\u00e9gie, l\u2019une des fa\u00e7ons de configurer l\u2019IA g\u00e9n\u00e9rative est par le biais de flux dans le concepteur de flux.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avec les flux, un d\u00e9veloppeur peut lancer le contr\u00f4leur en tant qu\u2019action simple et choisir quelle fonctionnalit\u00e9 de l\u2019IA g\u00e9n\u00e9rative vous souhaitez invoquer.<\/p>\n\n\n\n<p class=\"pb-0 wp-block-paragraph\">Les types de r\u00e9ponses de l\u2019IA vus sur l\u2019image sont tous OOTB.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized pt-0\"><img decoding=\"async\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/image1-1-2.png\" alt=\"\" class=\"wp-image-20370\" style=\"width:530px;height:370px\"\/><\/figure>\n\n\n\n<div style=\"height:49px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Ce que vous souhaitez faire avec la sortie d\u00e9pend enti\u00e8rement de votre imagination. Des exemples, s\u00e9rieux ou humoristiques, pourraient \u00eatre :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>modifier la priorit\u00e9 d\u2019un incident en fonction de l\u2019analyse des sentiments ;<\/li>\n\n\n\n<li>r\u00e9sumer et fournir une liste d\u2019\u00e9tapes \u00e0 suivre en fonction de la description d\u2019un cas ;<\/li>\n\n\n\n<li>produire une liste d\u2019\u00e9tapes \u00e0 suivre pour r\u00e9soudre un probl\u00e8me avant que l\u2019utilisateur final n\u2019ait besoin de l\u2019assistance d\u2019un agent ;<\/li>\n\n\n\n<li>g\u00e9n\u00e9rer une liste de blagues et l\u2019envoyer au demandeur si le demandeur semble \u00eatre de mauvaise humeur.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">L\u2019avenir de l\u2019IA g\u00e9n\u00e9rative de ServiceNow<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La technologie de l\u2019IA fait partie int\u00e9grante de ServiceNow depuis 2017, et avec les avanc\u00e9es mondiales dans le domaine du d\u00e9veloppement de l\u2019IA, ServiceNow en profite naturellement. La version Vancouver introduit un lien beaucoup plus \u00e9vident et direct entre l\u2019utilisateur et l\u2019IA, et d\u2019autres fonctionnalit\u00e9s arriveront s\u00fbrement dans nos instances avec les futures versions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Alors accrochez-vous \u00e0 vos chapeaux, car ServiceNow navigue officiellement sur les mers de l\u2019IA \u00e0 bord du SS Generative AI, et restez \u00e0 l\u2019aff\u00fbt des prochaines nouvelles avec la sortie compl\u00e8te de Vancouver.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014\u2014<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avez-vous des questions ou souhaitez-vous demander une d\u00e9monstration ?&nbsp;<a href=\"https:\/\/nplatform.devoteam.com\/fr\/contact\/\">Contactez<\/a>&nbsp;notre \u00e9quipe.the <strong>ServiceNow Vancouver version<\/strong> can transform your IT operations. <a href=\"https:\/\/nplatform.devoteam.com\/get-in-touch\/\">Reach out<\/a> to our team\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Depuis la sortie de ChatGPT en 2022, l\u2019utilisation g\u00e9n\u00e9rale de la technologie de l\u2019IA est un sujet br\u00fblant. L\u2019influence de l\u2019IA est pr\u00e9sente dans notre vie quotidienne de mani\u00e8re subtile, mais elle devient de plus en plus \u00e9vidente tant dans notre vie personnelle que professionnelle. Des conversations textuelles semblables \u00e0 celles des humains aux images [&hellip;]<\/p>\n","protected":false},"featured_media":277022,"template":"","categories":[1367],"tags":[5434,5411,5412,5450,5414,5415,5416,5417,5427,5376,5419,5566],"industry":[],"class_list":["post-635206","expert-view","type-expert-view","status-publish","has-post-thumbnail","hentry","category-servicenow","tag-ai-fr","tag-energy-and-utilities-fr","tag-financial-services-fr","tag-itsm-fr","tag-manufacturing-and-industrial-activities-fr","tag-n-platform-fr","tag-other-industries-fr","tag-public-sector-fr","tag-retail-fr","tag-servicenow-fr","tag-technology-workflows-fr","tag-vancouver-release-fr"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t<figure class=\"wp-block-post-featured-image\"><a href=\"https:\/\/devoteam.info\/fr\/expert-view\/liberer-le-potentiel-dexcellence-de-litsm-grace-a-generative-ai-dans-la-version-vancouver-de-servicenow\/\" target=\"_self\" ><img width=\"2560\" height=\"1293\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Lib\u00e9rer le potentiel d\u2019excellence de l\u2019ITSM gr\u00e2ce \u00e0 Generative AI dans la version Vancouver de ServiceNow\" style=\"aspect-ratio:4\/3;width:100%;object-fit:cover;\" decoding=\"async\" loading=\"lazy\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1.jpg 2560w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-300x152.jpg 300w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-1024x517.jpg 1024w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-768x388.jpg 768w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-1536x776.jpg 1536w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/Unlocking-ITSM-Excellence-with-Generative-AI-in-the-ServiceNow-Vancouver-Release-scaled-1-2048x1034.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/a><\/figure>\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-1 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Parole d'experts<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/fr\/expert-view\/liberer-le-potentiel-dexcellence-de-litsm-grace-a-generative-ai-dans-la-version-vancouver-de-servicenow\/\" target=\"_self\" >Lib\u00e9rer le potentiel d\u2019excellence de l\u2019ITSM gr\u00e2ce \u00e0 Generative AI dans la version Vancouver de ServiceNow<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Lib\u00e9rer le potentiel d\u2019excellence de l\u2019ITSM gr\u00e2ce \u00e0 Generative AI dans la version Vancouver de ServiceNow | Devoteam<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment am\u00e9liorer votre instance ITSM avec les nouvelles fonctionnalit\u00e9s Generative AI dans la version Vancouver de ServiceNow.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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