{"id":479856,"date":"2014-08-28T07:44:49","date_gmt":"2014-08-28T05:44:49","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/optimisation-du-service-management-pour-une-societe-financiere-internationale\/"},"modified":"2014-08-28T07:44:49","modified_gmt":"2014-08-28T05:44:49","slug":"optimisation-du-service-management-pour-une-societe-financiere-internationale","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/fr\/success-story\/optimisation-du-service-management-pour-une-societe-financiere-internationale\/","title":{"rendered":"Optimisation du service management pour une soci\u00e9t\u00e9 financi\u00e8re internationale"},"content":{"rendered":"<p class=\"headline\"><span style=\"font-weight: 400\">Devoteam optimise la communication au sein d&rsquo;une soci\u00e9t\u00e9 financi\u00e8re internationale gr\u00e2ce \u00e0 des centres d&rsquo;excellence informatiques r\u00e9gionaux optimis\u00e9s.<\/span><\/p>\n<div class=\"title\">\n<h2>Les enjeux<\/h2>\n<\/div>\n<p><span style=\"font-weight: 400\">Notre client est l&rsquo;un des plus grands courtiers interprofessionnels au monde, et op\u00e8re en tant qu&rsquo;interm\u00e9diaire sur les march\u00e9s financiers de gros. Avec des bureaux implant\u00e9s dans 21 pays sur quatre continents, et plus de 1 500 employ\u00e9s, cette soci\u00e9t\u00e9 de courtage facilite les activit\u00e9s de n\u00e9gociation par le biais de solutions \u00e9lectroniques de ses clients bancaires dans huit grands groupes de produits : Taux, Volatilit\u00e9, Tr\u00e9sorerie, Services non financiers, \u00c9nergie et Mati\u00e8res premi\u00e8res, Cr\u00e9dit, Actions &amp; Immobilier.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Notre client avait d\u00e9ploy\u00e9 un certain nombre de solutions d&rsquo;outils ITSM pour soutenir ses utilisateurs m\u00e9tier. Cependant, le fait de disposer d&rsquo;un si grand nombre d&rsquo;outils avait rendu les services informatiques trop rigides, tout en cachant le co\u00fbt r\u00e9el de la prestation de services interne. L&rsquo;entreprise savait qu&rsquo;une refonte de sa gestion des services serait in\u00e9vitable si elle voulait conserver sa position pr\u00e9\u00e9minente dans le monde du courtage d&rsquo;argent. \u00c0 la suite d&rsquo;un appel d&rsquo;offres, le client a retenu Devoteam, fort de son exp\u00e9rience en Enterprise Service Management, pour mener une analyse de ses besoins \u00e0 l&rsquo;aide de notre m\u00e9thode agile de conseil.<\/span><\/p>\n<div>\n<h2 class=\"title\">La solution<\/h2>\n<p><span style=\"font-weight: 400\">Devoteam a constat\u00e9 que le principal probl\u00e8me de notre client \u00e9tait la configuration des multiples plateformes mises en place pour soutenir ses processus de gestion des services. Les trois principales solutions en place &#8211; BMC Remedy, Jira et MetaStore &#8211; fonctionnaient en outre avec d&rsquo;anciennes versions. Gr\u00e2ce \u00e0 la r\u00e9flexion men\u00e9e au cours du workshop de travail et \u00e0 l&rsquo;exp\u00e9rience de Devoteam, nous avons pr\u00e9conis\u00e9 l&rsquo;adoption d&rsquo;une toute nouvelle approche :<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">une solution ITSM unique bas\u00e9e sur ITIL<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">une gestion int\u00e9gr\u00e9e du cycle de vie du d\u00e9veloppement logiciel et de la gestion de projet<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">la capacit\u00e9 \u00e0 d\u00e9ployer un programme de perfectionnement pilot\u00e9 en vagues productives.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Un certain nombre de sp\u00e9cifications imposaient un \u00e9largissement de la port\u00e9e de la solution de mani\u00e8re \u00e0 soutenir les activit\u00e9s futures de l&rsquo;entreprise. Cela signifiait d\u00e9passer le cadre d&rsquo;une simple mise \u00e0 niveau de version, et investir dans une solution diff\u00e9rente. Chez Devoteam, nous pensons que le facteur d\u00e9terminant dans la s\u00e9lection de la bonne solution est la compr\u00e9hension des besoins r\u00e9els, d&rsquo;o\u00f9 la pertinence de SPOT. \u00c0 cette fin, nous avons recommand\u00e9 ServiceNow comme la meilleure solution pour r\u00e9pondre aux besoins strat\u00e9giques du client.<\/span><\/p>\n<p><span style=\"font-weight: 400\">ServiceNow est une solution de gestion informatique via Internet, gr\u00e2ce au mod\u00e8le SaaS (Software as a Service), avec un syst\u00e8me de production bas\u00e9 sur des formulaires, qui facilite l&rsquo;automatisation des services informatiques, la gestion des ressources, les services partag\u00e9s, la r\u00e9duction des co\u00fbts de maintenance et la cr\u00e9ation de rapports intuitifs.<\/span><\/p>\n<p class=\"quote\"><b>\u00ab Lors de la revue post-impl\u00e9mentation, les retours ont \u00e9t\u00e9 excellents, et nous avons pu constater les b\u00e9n\u00e9fices en termes de taux de r\u00e9ponse et de satisfaction des utilisateurs m\u00e9tier par rapport \u00e0 l&rsquo;informatique. Nous voulons maintenir notre position pr\u00e9\u00e9minente dans le monde du courtage, et Devoteam a \u00e9t\u00e9 un partenariat crucial et pr\u00e9cieux pour atteindre nos objectifs commerciaux. \u00bb<\/b><\/p>\n<h2>Les b\u00e9n\u00e9fices clients<\/h2>\n<p><span style=\"font-weight: 400\">Devoteam a permis au client \u00e0 \u00e9voluer du cloisonnement op\u00e9rationnel par silos, vers des centres d&rsquo;excellence interconnect\u00e9s gr\u00e2ce \u00e0 une meilleure visibilit\u00e9 et \u00e0 des canaux de communication plus efficaces :<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">La localisation de toutes les demandes et de tous les incidents dans un syst\u00e8me d&rsquo;enregistrement unique a permis d&rsquo;\u00e9liminer la duplication des tickets et d&rsquo;automatiser le suivi et le reporting des SLA ;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Le Service Desk propose d\u00e9sormais un point de communication unique pour chaque r\u00e9gion et la communication au sein du groupe s&rsquo;est consid\u00e9rablement am\u00e9lior\u00e9e ;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Les informations de gestion ont permis d&rsquo;optimiser les ressources, la visibilit\u00e9 des \u00e9quipes de support garantissant l&rsquo;affectation optimale des \u00e9quipes, ce qui facilite la planification.<\/span><\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Devoteam optimise la communication au sein d&rsquo;une soci\u00e9t\u00e9 financi\u00e8re internationale gr\u00e2ce \u00e0 des centres d&rsquo;excellence informatiques r\u00e9gionaux optimis\u00e9s. Les enjeux Notre client est l&rsquo;un des plus grands courtiers interprofessionnels au monde, et op\u00e8re en tant qu&rsquo;interm\u00e9diaire sur les march\u00e9s financiers de gros. Avec des bureaux implant\u00e9s dans 21 pays sur quatre continents, et plus de [&hellip;]<\/p>\n","protected":false},"featured_media":479857,"template":"","categories":[],"tags":[],"industry":[],"class_list":["post-479856","success-story","type-success-story","status-publish","has-post-thumbnail","hentry"],"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\/success-story\/optimisation-du-service-management-pour-une-societe-financiere-internationale\/\" target=\"_self\" ><img width=\"1920\" height=\"1344\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/serviceportal-scaled-1.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Optimisation du service management pour une soci\u00e9t\u00e9 financi\u00e8re internationale\" style=\"aspect-ratio:4\/3;width:100%;object-fit:cover;\" decoding=\"async\" loading=\"lazy\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/serviceportal-scaled-1.jpg 1920w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/serviceportal-scaled-1-300x210.jpg 300w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/serviceportal-scaled-1-1024x717.jpg 1024w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/serviceportal-scaled-1-768x538.jpg 768w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/serviceportal-scaled-1-1536x1075.jpg 1536w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/01\/serviceportal-scaled-1-2048x1434.jpg 2048w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/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\">Success story<\/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\/success-story\/optimisation-du-service-management-pour-une-societe-financiere-internationale\/\" target=\"_self\" >Optimisation du service management pour une soci\u00e9t\u00e9 financi\u00e8re internationale<\/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>Optimisation du service management | Devoteam<\/title>\n<meta name=\"description\" content=\"Notre client est une soci\u00e9t\u00e9 financi\u00e8re internationale regroupant plus de 1500 employ\u00e9s et implant\u00e9s dans 21 pays sur 4 continents\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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optimise la communication au sein d&rsquo;une soci\u00e9t\u00e9 financi\u00e8re internationale gr\u00e2ce \u00e0 des centres d&rsquo;excellence informatiques r\u00e9gionaux optimis\u00e9s. Les enjeux Notre client est l&rsquo;un des plus grands courtiers interprofessionnels au monde, et op\u00e8re en tant qu&rsquo;interm\u00e9diaire sur les march\u00e9s financiers de gros. Avec des bureaux implant\u00e9s dans 21 pays sur quatre continents, et plus de\u2026","_links":{"self":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/success-story\/479856","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/success-story"}],"about":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/types\/success-story"}],"version-history":[{"count":0,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/success-story\/479856\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/media\/479857"}],"wp:attachment":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/media?parent=479856"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/categories?post=479856"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/tags?post=479856"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/industry?post=479856"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}