{"id":617649,"date":"2023-01-09T12:45:00","date_gmt":"2023-01-09T11:45:00","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/ministry-of-hrsd-reaps-the-benefits-of-efficient-service-management\/"},"modified":"2025-05-28T15:11:35","modified_gmt":"2025-05-28T13:11:35","slug":"le-ministere-hrsd-beneficie-dune-gestion-efficace-des-services","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/fr\/success-story\/le-ministere-hrsd-beneficie-dune-gestion-efficace-des-services\/","title":{"rendered":"Le minist\u00e8re HRSD b\u00e9n\u00e9ficie d\u2019une gestion efficace des services"},"content":{"rendered":"\n
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Le r\u00e9sum\u00e9<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

Consolidation de deux syst\u00e8mes h\u00e9rit\u00e9s obsol\u00e8tes en un seul syst\u00e8me de gestion des services informatiques (ITSM)<\/p>\n<\/div>\n<\/div>\n\n\n\n

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2<\/strong><\/p>\n\n\n\n

Donner \u00e0 23 000 employ\u00e9s un annuaire de portail et des capacit\u00e9s en libre-service de la plateforme<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/strong><\/p>\n\n\n\n

Num\u00e9risation et automatisation de plus de 300 services, offrant une visibilit\u00e9 compl\u00e8te sur l\u2019avancement et un temps de traitement acc\u00e9l\u00e9r\u00e9<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

Le d\u00e9fi<\/h3>\n\n\n\n

Lorsque le minist\u00e8re des Ressources humaines et du D\u00e9veloppement social (MHRSD) a \u00e9t\u00e9 cr\u00e9\u00e9 par la fusion de trois autres minist\u00e8res \u2013 les minist\u00e8res du Travail, du D\u00e9veloppement social et de la Fonction publique \u2013 l\u2019h\u00e9ritage \u00e9tait un m\u00e9lange confus de solutions de gestion des services et de technologies. Plusieurs syst\u00e8mes, l\u2019absence de dictionnaires de plateformes et la n\u00e9cessit\u00e9 d\u2019automatiser les services commerciaux sont devenus un d\u00e9fi majeur, tant du c\u00f4t\u00e9 des employ\u00e9s que du c\u00f4t\u00e9 du fournisseur. La solution \u00e9tait claire : il fallait consolider les deux principaux syst\u00e8mes ITSM en une seule plateforme, accessible \u00e0 tous les employ\u00e9s et clients.<\/p>\n\n\n\n

La solution<\/h3>\n\n\n\n

Au lieu d\u2019utiliser l\u2019un des syst\u00e8mes existants et de les fusionner, Devoteam a sugg\u00e9r\u00e9 au minist\u00e8re d\u2019utiliser un nouveau syst\u00e8me, ServiceNow IT Service Management (ITSM), qui offrirait \u00e0 l\u2019organisation un meilleur service en termes d\u2019exp\u00e9rience client, d\u2019agilit\u00e9 et de finances. Le projet a \u00e9t\u00e9 livr\u00e9 en 6 mois depuis le d\u00e9but. En plus de consolider les syst\u00e8mes en une seule plateforme, il y a \u00e9galement eu une am\u00e9lioration visible en ce qui concerne les flux de travail informatiques pour la gestion des incidents, des probl\u00e8mes, des changements, des demandes et de la gestion des connaissances. Le portail a \u00e9galement \u00e9t\u00e9 enrichi en ajoutant des fonctionnalit\u00e9s pour servir de guichet unique pour les employ\u00e9s.<\/p>\n\n\n\n

La localisation du chatbot pour prendre en charge la langue arabe et la personnalisation des sujets pour soutenir les employ\u00e9s dans la cr\u00e9ation de demandes\/incidents, d\u2019\u00e9v\u00e9nements, de promotions, de plateformes, etc. ont eu un impact consid\u00e9rable sur l\u2019exp\u00e9rience des employ\u00e9s au sein de l\u2019organisation. Le travail est devenu plus facile et plus clair gr\u00e2ce au nombre de nouvelles avanc\u00e9es, \u00e9galement pour les \u00e9quipes de gestion. Gr\u00e2ce aux rapports et tableaux de bord disponibles, ils disposent d\u00e9sormais d\u2019une vue d\u2019ensemble ad\u00e9quate des performances et d\u2019une meilleure visibilit\u00e9.<\/p>\n\n\n\n

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Le meilleur changement<\/h2>\n\n\n\n
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\"\"<\/figure>\n\n\n\n

Deux principaux syst\u00e8mes ITSM consolid\u00e9s en une seule plateforme supportant l\u2019ensemble des 23 000 employ\u00e9s<\/p>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n

Visibilit\u00e9 compl\u00e8te gr\u00e2ce aux tableaux de bord et aux rapports permettant la cr\u00e9ation de SLA pour am\u00e9liorer la productivit\u00e9<\/p>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n

Connexion unique pratique offrant un acc\u00e8s au catalogue de services complet et des liens directs vers d\u2019autres sites de service<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

<\/div>\n<\/div>\n\n\n\n
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\"\"<\/figure>\n\n\n\n

<\/p>\n\n\n\n

\"Mohammad<\/figure>\n\n\n\n

Ils avaient l\u2019intention d\u2019utiliser l\u2019un ou l\u2019autre de leurs syst\u00e8mes existants ou de les fusionner, mais nous leur avons dit que nous avions un nouveau syst\u00e8me, ServiceNow IT Service Management (ITSM), qui leur offrirait un meilleur service en termes d\u2019exp\u00e9rience client, d\u2019agilit\u00e9, et aussi financi\u00e8rement.<\/p>\n\n\n\n

\n\n\n\n
\n
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Mohammad Dahleh
Partenaire Devoteam<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n

Lire l\u2019histoire compl\u00e8te ici<\/h2>\n\n\n\n
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Download<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
<\/div>\n\n\n\n
<\/span>
<\/div>
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Your Success Starts Here<\/strong><\/h2>\n<\/div>\n\n\n\n
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Partner with Devoteam to leverage award-winning tech expertise, agile execution, and a culture of continuous learning.<\/p>\n<\/div>\n\n\n\n

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Get in touch<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

Le r\u00e9sum\u00e9 1 Consolidation de deux syst\u00e8mes h\u00e9rit\u00e9s obsol\u00e8tes en un seul syst\u00e8me de gestion des services informatiques (ITSM) 2 Donner \u00e0 23 000 employ\u00e9s un annuaire de portail et des capacit\u00e9s en libre-service de la plateforme 3 Num\u00e9risation et automatisation de plus de 300 services, offrant une visibilit\u00e9 compl\u00e8te sur l\u2019avancement et un temps […]<\/p>\n","protected":false},"featured_media":21949,"template":"","categories":[1367,5347],"tags":[],"industry":[1383],"class_list":["post-617649","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","category-servicenow","category-technology-workflows-fr","industry-secteur-public"],"acf":[],"cards":"\n\t

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temps\u2026","_links":{"self":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/success-story\/617649","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\/617649\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/media\/21949"}],"wp:attachment":[{"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/media?parent=617649"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/categories?post=617649"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/tags?post=617649"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/devoteam.info\/fr\/wp-json\/wp\/v2\/industry?post=617649"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}