{"id":6854,"date":"2023-03-20T09:00:09","date_gmt":"2023-03-20T09:00:09","guid":{"rendered":"https:\/\/novelis.io\/?post_type=news&#038;p=6854"},"modified":"2023-03-21T09:54:00","modified_gmt":"2023-03-21T09:54:00","slug":"comment-piloter-efficacement-votre-service-level-agreement-grace-au-process-intelligence","status":"publish","type":"news","link":"https:\/\/novelis.io\/fr\/news\/comment-piloter-efficacement-votre-service-level-agreement-grace-au-process-intelligence\/","title":{"rendered":"Comment piloter efficacement votre Service Level Agreement\u202fgr\u00e2ce au process intelligence ?"},"content":{"rendered":"\n<p>Que vous soyez un centre d\u2019excellence op\u00e9rationnel, un service client ou un Centre de Services Partag\u00e9s, la notion de Service Level Agreement ne vous est s\u00fbrement pas \u00e9trang\u00e8re. Ce type de contrat ou de proc\u00e9dure sert \u00e0 d\u00e9finir le niveau de service attendu lorsqu\u2019un client contractualise avec un fournisseur de biens ou de services. Le SLA d\u00e9finit les d\u00e9lais de r\u00e9solution en cas d\u2019incident, les p\u00e9nalit\u00e9s \u00e9ventuelles en cas de non-respect, le niveau de disponibilit\u00e9 du service, le d\u00e9lai de r\u00e9ponse, la capacit\u00e9 de calcul, etc\u2026&nbsp;&nbsp;<\/p>\n\n\n\n<p>Il est important d&rsquo;\u00e9tablir des objectifs de performance pour chacun d&rsquo;entre eux. Ces objectifs doivent \u00eatre r\u00e9alistes et mesurables, de mani\u00e8re \u00e0 pouvoir \u00eatre utilis\u00e9s pour \u00e9valuer l&rsquo;efficacit\u00e9 de votre SLA. Vous pouvez proc\u00e9der comme suit\u202f:&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"1\">\n<li>D\u00e9finissez les KPI pertinents selon vos enjeux m\u00e9tier, comme :&nbsp;<\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Taux de r\u00e9solution de l\u2019incident lors de la premi\u00e8re interaction&nbsp;<\/li>\n\n\n\n<li>Temps de r\u00e9solution moyen d\u2019un incident&nbsp;<\/li>\n\n\n\n<li>D\u00e9lai de r\u00e9ponse client&nbsp;<\/li>\n\n\n\n<li>Taux de disponibilit\u00e9 du service&nbsp;<\/li>\n\n\n\n<li>Nombre de services concern\u00e9s par la r\u00e9solution de l\u2019incident&nbsp;<\/li>\n\n\n\n<li>Typologie d\u2019incidents&nbsp;<\/li>\n<\/ul>\n\n\n\n<ol class=\"wp-block-list\" start=\"2\">\n<li>Pour chacun de ces KPI vous d\u00e9finirez des r\u00e8gles fonctionnelles, comme\u202f:&nbsp;<\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Taux de r\u00e9solution de l\u2019incident lors de la premi\u00e8re interaction\u202f: le pourcentage de tickets incident cl\u00f4tur\u00e9s pour lequel le statut \u00ab\u202ftraitement en cours\u202f\u00bb est unique.&nbsp;<\/li>\n\n\n\n<li>Temps de r\u00e9solution moyen d\u2019un incident\u202f: temps \u00e9coul\u00e9 entre l\u2019ouverture d\u2019un ticket incident et sa cl\u00f4ture&nbsp;<\/li>\n\n\n\n<li>Taux de disponibilit\u00e9 du service\u202f: temps \u00e9coul\u00e9 entre le moment ou un utilisateur re\u00e7oit un message d\u2019erreur \u00ab\u202fservice indisponible\u202f\u00bb lorsqu\u2019il essaye de se connecter et le moment o\u00f9 un utilisateur arrive \u00e0 se connecter normalement. Le taux de disponibilit\u00e9 est le pourcentage du temps total d\u2019indisponibilit\u00e9 rapport\u00e9 au temps total de disponibilit\u00e9 du service tel que pr\u00e9vu.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ol class=\"wp-block-list\" start=\"3\">\n<li>Enfin vous d\u00e9finirez des seuils permettant de juger du respect ou non du SLA&nbsp;<\/li>\n<\/ol>\n\n\n\n<ul class=\"wp-block-list\">\n<li>D\u00e9lai de r\u00e9ponse client\u202f: moins de 4h en moyenne et la m\u00e9diane ne doit pas d\u00e9passer 3h&nbsp;&nbsp;<\/li>\n\n\n\n<li>Taux de disponibilit\u00e9 du service\u202f: 95% du lundi au vendredi entre 7h et 20h&nbsp;<\/li>\n\n\n\n<li>Typologie d\u2019incidents\u202f: 55% des tickets cl\u00f4tur\u00e9s apr\u00e8s la premi\u00e8re intervention&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Le Process Intelligence au service du SLA<\/h3>\n\n\n\n<p>Le process mining ou process intelligence permet de mod\u00e9liser vos processus m\u00e9tiers end-to-end y compris ceux support\u00e9s par plusieurs outils (pour en savoir plus sur le process intelligence (<a href=\"https:\/\/novelis.io\/fr\/expertises\/process-intelligence\/\">d\u00e9couvrez comment fonctionne le process intelligence<\/a>).\u00a0\u00a0<\/p>\n\n\n\n<p>Cette vision exhaustive des processus permet de mesurer avec pr\u00e9cision les KPI de votre SLA. Les KPI sont calcul\u00e9s \u00e0 partir des donn\u00e9es de vos Syst\u00e8mes d\u2019Informations, les r\u00e8gles de calculs sont cr\u00e9\u00e9es directement dans la solution de Process Intelligence pour limiter le d\u00e9veloppement sp\u00e9cifique de vos outils. Ces solutions permettent de mesurer finement le calcul des temps (jours ouvr\u00e9s, jours f\u00e9ri\u00e9s, horaires d\u2019ouvertures du service\u2026) tel que d\u00e9finis dans les contrats\/proc\u00e9dures. Cette grande souplesse de param\u00e9trage permet d\u2019initialiser et de faire \u00e9voluer simplement ces KPI.&nbsp;<\/p>\n\n\n\n<p>Il est d\u00e9sormais possible pour vos \u00e9quipes d\u2019avoir un tableau de bord regroupant l\u2019ensemble de vos KPI et leurs \u00e9volutions en temps r\u00e9el. Vous \u00eates d\u00e9sormais en mesure d\u2019apporter de la valeur en partageant ces tableaux avec d\u2019autres \u00e9quipes (marketing, sales\u2026) pour am\u00e9liorer la satisfaction client, renforcer un argumentaire commercial ou am\u00e9liorer la perception du service notamment.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1543\" height=\"840\" src=\"https:\/\/novelis.io\/wp-content\/uploads\/2023\/03\/SLA-Dashboard-.jpg\" alt=\"SLA Dashboard\" class=\"wp-image-6850\" srcset=\"https:\/\/novelis.io\/wp-content\/uploads\/2023\/03\/SLA-Dashboard-.jpg 1543w, https:\/\/novelis.io\/wp-content\/uploads\/2023\/03\/SLA-Dashboard--600x327.jpg 600w, https:\/\/novelis.io\/wp-content\/uploads\/2023\/03\/SLA-Dashboard--250x136.jpg 250w, https:\/\/novelis.io\/wp-content\/uploads\/2023\/03\/SLA-Dashboard--768x418.jpg 768w, https:\/\/novelis.io\/wp-content\/uploads\/2023\/03\/SLA-Dashboard--1536x836.jpg 1536w, https:\/\/novelis.io\/wp-content\/uploads\/2023\/03\/SLA-Dashboard--1400x762.jpg 1400w, https:\/\/novelis.io\/wp-content\/uploads\/2023\/03\/SLA-Dashboard--30x16.jpg 30w\" sizes=\"(max-width: 1543px) 100vw, 1543px\" \/><figcaption class=\"wp-element-caption\"><em><em>Pilotage en temps r\u00e9el du d\u00e9lai de r\u00e9ponse moyen, du taux de r\u00e9solution d\u2019indisponibilit\u00e9 du syst\u00e8me, des services contribuant \u00e0 la r\u00e9solution des incidents \u2026 Avec le process mining les possibilit\u00e9s sont nombreuses<\/em><\/em><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Alertes et pr\u00e9dictions des \u00e9carts<\/h3>\n\n\n\n<p>Certains outils de Process Intelligence permettent \u00e9galement de cr\u00e9er des alertes lorsque les KPI atteignent un seuil d\u00e9fini. Dans un premier temps il convient de d\u00e9finir les r\u00e8gles d\u00e9clenchant une alerte (ex\u202f: si une demande d\u2019acc\u00e8s \u00e0 un outil n\u2019est pas prise en charge dans les 48h suivant la demande, notifier un\/plusieurs utilisateurs en charge des approbations). Les listes de diffusion, et la fr\u00e9quence d\u2019envoi des alertes peuvent \u00eatre ajust\u00e9es dans l\u2019outil pour g\u00e9rer finement ce type de processus.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-video aligncenter\"><video controls src=\"https:\/\/novelis.io\/wp-content\/uploads\/2023\/03\/Video-sans-titre-\u2010-Realisee-avec-Clipchamp-5-1.mp4\"><\/video><figcaption class=\"wp-element-caption\"><em>Fonctionnement des alertes<\/em><\/figcaption><\/figure>\n\n\n\n<p>Bas\u00e9es sur les donn\u00e9es historiques, certaines solutions comme <a href=\"https:\/\/www.abbyy.com\/fr\/timeline\/\" target=\"_blank\" rel=\"noopener\">ABBYY Timeline<\/a> utilisent le Machine Learning ce qui permet de pr\u00e9dire l\u2019issue d\u2019un processus (en fonction des champs remplis dans un formulaire la probabilit\u00e9 que la demande soit l\u00e9gitime peut-\u00eatre calcul\u00e9e). Vos \u00e9quipes peuvent d\u00e9sormais se focaliser sur les demandes les plus conformes pour y r\u00e9pondre favorablement ou \u00e0 l\u2019inverse cl\u00f4turer rapidement les demandes ill\u00e9gitimes.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Une architecture modulaire<\/h3>\n\n\n\n<p>L\u2019utilisation d\u2019un service de process mining permet une architecture modulaire, l\u2019installation technique est transparente pour votre architecture technique car le process mining r\u00e9cup\u00e8re les logs de SI via des connecteurs ou des protocoles SFTP.&nbsp; Cette architecture vous dispense de d\u00e9veloppements sp\u00e9cifiques pour les tableaux de bords et les r\u00e8gles de calculs de vos KPI. Les \u00e9quipes en charge de la surveillance de ces KPI peuvent param\u00e9trer et faire \u00e9voluer r\u00e8gles de gestion et tableaux de bords en autonomie\u202f:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Chaque utilisateur peut cr\u00e9er et partager des tableaux de bord&nbsp;<\/li>\n\n\n\n<li>Il est possible de suivre plusieurs types de SLA en fonction de votre typologie de client en cr\u00e9ant des tableaux de bord diff\u00e9rents&nbsp;<\/li>\n\n\n\n<li>La s\u00e9curit\u00e9 des donn\u00e9es sensibles est assur\u00e9e, seules les informations n\u00e9cessaires au calcul des KPI sont r\u00e9cup\u00e9r\u00e9es (horodatage, statuts des tickets, attributs g\u00e9n\u00e9riques comme les d\u00e9partements concern\u00e9s ou la nature des incidents\u2026),&nbsp;&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Vos \u00e9quipes surveillent d\u00e9sormais les doubles num\u00e9riques de vos processus m\u00e9tiers sans risque de fuite de donn\u00e9es.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Un outil adapt\u00e9<\/h3>\n\n\n\n<p>En fonction des objectifs recherch\u00e9s, l\u2019utilisation d\u2019une solution de Process Intelligence peut \u00eatre un outil puissant pour piloter efficacement votre SLA. Le pilotage en temps r\u00e9el de vos KPI ainsi que les alertes vous permettront de limiter les risques de p\u00e9nalit\u00e9s ou d\u2019am\u00e9liorer la satisfaction client. La mise en \u0153uvre peut \u00eatre rapide (6 semaines en moyenne chez nos clients), elle n\u2019impacte pas les feuilles de route SI d\u00e9j\u00e0 initi\u00e9es et rend vos utilisateurs autonomes rapidement.\u00a0\u00a0<\/p>\n","protected":false},"featured_media":6853,"template":"","categories":[129],"tags":[],"custom_tag":[233,383],"class_list":["post-6854","news","type-news","status-publish","has-post-thumbnail","hentry","category-article-de-blog","custom_tag-processintelligence-fr","custom_tag-sla-fr"],"acf":{"externel_link":"","filter_opacity":"70","subtitle":"","reading_time":"","authors":[6844],"document_to_download":{"upload_a_file":false,"download_without_form":false,"file":false,"url":""}},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Comment piloter votre SLA gr\u00e2ce au process intelligence?<\/title>\n<meta name=\"description\" content=\"Que vous soyez un centre d\u2019excellence 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