{"id":19566,"date":"2020-08-11T12:07:25","date_gmt":"2020-08-11T10:07:25","guid":{"rendered":"https:\/\/www.centreon.com\/nouveaux-enjeux-de-la-supervision-informatique-etes-vous-customer-centric-ready\/"},"modified":"2025-06-11T15:10:43","modified_gmt":"2025-06-11T13:10:43","slug":"nouveaux-enjeux-de-la-supervision-informatique-etes-vous-customer-centric-ready","status":"publish","type":"post","link":"https:\/\/www.centreon.com\/fr\/nouveaux-enjeux-de-la-supervision-informatique-etes-vous-customer-centric-ready\/","title":{"rendered":"Nouveaux enjeux de la supervision informatique : \u00eates-vous customer-centric ready ?"},"content":{"rendered":"<p><i><span style=\"font-weight: 400;\">Apr\u00e8s de longues ann\u00e9es \u00e0 n\u2019\u00eatre que des buzz words, les nouvelles technologies &#8211; l\u2019Intelligence Artificielle (IA,) <\/span><\/i><a href=\"https:\/\/www.centreon.com\/fr\/cas-d-usage\/supervision-du-cloud\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">le Cloud<\/span><\/i><\/a><i><span style=\"font-weight: 400;\"> ou les objets connect\u00e9s (IoT) &#8211; sont entr\u00e9es dans les entreprises et sont devenues une r\u00e9alit\u00e9 op\u00e9rationnelle. La r\u00e9volution digitale a r\u00e9solument li\u00e9 <\/span><\/i><a href=\"https:\/\/www.centreon.com\/notre-vision\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">Business et IT<\/span><\/i><\/a><i><span style=\"font-weight: 400;\">.<br \/>\n<\/span><\/i><i><span style=\"font-weight: 400;\">Mais pas seulement\u2026 Car, avec l\u2019\u00e8re digitale, l\u2019exp\u00e9rience client s\u2019est \u00e9galement invit\u00e9e dans les enjeux li\u00e9s \u00e0 la performance du Syst\u00e8me d\u2019Information (SI). Pour r\u00e9pondre aux d\u00e9fis de l\u2019\u00e9conomie num\u00e9rique et de l\u2019exp\u00e9rience client z\u00e9ro d\u00e9faut, les entreprises et organisations publiques ont un besoin imp\u00e9rieux de mettre en place une strat\u00e9gie IT orient\u00e9e M\u00e9tiers.<br \/>\n<\/span><\/i><i><span style=\"font-weight: 400;\">C\u00f4t\u00e9 I&amp;O cela se traduit par une approche de la supervision informatique au service de l\u2019exp\u00e9rience client.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Pour en savoir plus, vous pouvez <\/span><\/i><a href=\"https:\/\/www.centreon.com\/ebook-cx-lexperience-client-nouveau-defi-du-smart-monitoring-blog\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">t\u00e9l\u00e9charger notre nouveau ebook<\/span><\/i><\/a><i><span style=\"font-weight: 400;\"> : \u201c<\/span><\/i><a href=\"https:\/\/www.centreon.com\/ebook-cx-lexperience-client-nouveau-defi-du-smart-monitoring-blog\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">L\u2019exp\u00e9rience client, nouveau d\u00e9fi du Smart Monitoring<\/span><\/i><\/a><i><span style=\"font-weight: 400;\">\u201d.<\/span><\/i><\/p>\n<h2><span style=\"font-size: 18pt; \"><b>1<\/b><b>er <\/b><b>effet : la n\u00e9cessit\u00e9 de passer d\u2019un IT centr\u00e9 technique \u00e0 un IT centr\u00e9 client<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Face aux \u00e9volutions majeures des business model n\u00e9s de la r\u00e9volution digitale (uberisation, e-commerce, etc.), les \u00e9quipes Infrastructures et Op\u00e9rations IT, garantes de la sant\u00e9 du SI, doivent \u00e9voluer pour passer d\u2019une approche technique \u00e0 une approche focalis\u00e9e sur l\u2019exp\u00e9rience client. Elles aussi doivent prendre leur part pour\u00a0:<\/span><\/p>\n<ul>\n<li><b>R\u00e9inventer l\u2019exp\u00e9rience client<\/b><span style=\"font-weight: 400;\">, main dans la main avec les M\u00e9tiers, en digitalisant et en personnalisant un parcours de vente devenu omnicanal,\u00a0\u00a0<\/span><\/li>\n<li><b>Acc\u00e9l\u00e9rer le time to market<span style=\"font-weight: 400;\"> en d\u00e9veloppant de nouveaux business models et services et en modernisant l\u2019IT au travers de mod\u00e8les agiles appliqu\u00e9s aux I&amp;O,<\/span><\/b><\/li>\n<li><b>G\u00e9rer la mobilit\u00e9 et l\u2019acc\u00e8s 24\/7<\/b><span style=\"font-weight: 400;\"> \u00e0 partir de n\u2019importe quel terminal pour renforcer la relation \u00e0 la marque et l\u2019engagement client et ainsi garantir une performance optimale du SI 24\/7,<\/span><\/li>\n<li><b>Tirer parti des technologies \u00e9mergentes <\/b><span style=\"font-weight: 400;\">pour d\u00e9velopper une exp\u00e9rience client personnalis\u00e9e et imm\u00e9diate,<\/span><\/li>\n<li><b>Int\u00e9grer la Cybers\u00e9curit\u00e9 dans les enjeux M\u00e9tiers et IT <\/b><span style=\"font-weight: 400;\">pour limiter l\u2019impact sur l\u2019image de marque et garantir la performance du SI (et au passage la protection des donn\u00e9es et le respect de la conformit\u00e9 r\u00e9glementaire).\u00a0<\/span><\/li>\n<\/ul>\n<blockquote><p><i><span style=\"font-weight: 400;\">\u00ab Nos sites marchands doivent \u00eatre accessibles et op\u00e9rationnels 24h\/24, 7\/7j pour une exp\u00e9rience utilisateur optimale. C\u2019est une question d\u2019image pour l\u2019entreprise. \u00bb &#8211; <\/span><\/i><i><span style=\"font-weight: 400;\">Thibaud Mori, Responsable Exploitation &amp; Infrastructures du Groupe Parot (France)\u00a0<\/span><\/i><\/p><\/blockquote>\n<p><i><span style=\"font-weight: 400;\">Pour en savoir plus, t\u00e9l\u00e9chargez notre nouveau ebook : \u201c<\/span><\/i><a href=\"https:\/\/www.centreon.com\/ebook-cx-lexperience-client-nouveau-defi-du-smart-monitoring-blog\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">L\u2019exp\u00e9rience client, nouveau d\u00e9fi du Smart Monitoring<\/span><\/i><\/a><i><span style=\"font-weight: 400;\">\u201d, <\/span><\/i><span style=\"font-weight: 400;\">retrouvez l\u2019int\u00e9gralit\u00e9 de l\u2019<\/span><a href=\"https:\/\/www.centreon.com\/blog\/premier-groupe-de-distribution-automobile-francais-cote-en-bourse-le-groupe-parot-gagne-en-visibilite-et-proactivite-grace-a-centreon-ems\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">interview de Thibaud<\/span><\/a><span style=\"font-weight: 400;\"> ou regardez son interview en vid\u00e9o : <\/span><a href=\"https:\/\/youtu.be\/N-qfseA1pE4\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">partie 1<\/span><\/a><span style=\"font-weight: 400;\"> &#8211; <\/span><a href=\"https:\/\/youtu.be\/auv7Ga61wnw\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">partie 2<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h2><span style=\"font-size: 18pt; \"><b>2<\/b><b>\u00e8me<\/b><b> effet : IT et Business doivent travailler ensemble pour optimiser l\u2019exp\u00e9rience client\u00a0<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Pas un jour sans qu\u2019on vous parle d\u2019optimiser l\u2019exp\u00e9rience client. G\u00e9nial\u2026 mais on fait comment\u00a0?<br \/>\n<\/span><span style=\"font-weight: 400;\">A priori, au vu du niveau d\u2019imbrication de l\u2019IT avec le Business, il va \u00eatre difficile de parvenir au Graal de l\u2019exp\u00e9rience client optimale sans une bonne dose d\u2019alignement entre IT et M\u00e9tiers. Embarqu\u00e9s dans le m\u00eame bateau, IT et Business partagent la responsabilit\u00e9 de l\u2019excellence de l\u2019exp\u00e9rience client.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Voici pourquoi les m\u00e9tiers et les I&amp;O doivent travailler main dans la main\u00a0:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>L\u2019omnicanalit\u00e9 et sa n\u00e9cessaire vision \u00e0 360\u00b0 du client, implique une strat\u00e9gie client unifi\u00e9e et d\u00e9cloisonn\u00e9e<\/b><span style=\"font-weight: 400;\"> et donc un alignement des processus M\u00e9tiers et IT pour ma\u00eetriser la donn\u00e9e et de la performance op\u00e9rationnelle.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>La cha\u00eene de valeur per\u00e7ue comme unique par les clients repose en fait sur un SI toujours plus complexe.<\/b><span style=\"font-weight: 400;\"> Les temps de r\u00e9ponse du SI deviennent donc cruciaux pour r\u00e9pondre aux attentes de consommateurs toujours plus impatients.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>La puissance de l\u2019exp\u00e9rience client repose sur la mise \u00e0 disposition de la bonne donn\u00e9e, au bon moment, \u00e0 la bonne personne, <\/b><span style=\"font-weight: 400;\">un point essentiel<\/span> <span style=\"font-weight: 400;\">pour anticiper des d\u00e9gradations et ajuster les processus.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Une exp\u00e9rience client d\u00e9grad\u00e9e (et non mesur\u00e9e) a un impact direct sur l\u2019image de marque de l\u2019entreprise. <\/b><span style=\"font-weight: 400;\">La mesure de performance des applications et du SI a donc un r\u00f4le bien r\u00e9el dans la gestion de l\u2019image de la marque.\u00a0<\/span><\/li>\n<\/ul>\n<blockquote><p><i><span style=\"font-weight: 400;\">\u00ab La performance des applications est un \u00e9l\u00e9ment cl\u00e9 de la mesure de la qualit\u00e9 de l\u2019exp\u00e9rience client. Des temps de r\u00e9ponse \u00e9lev\u00e9s impactent l\u2019exp\u00e9rience client. Un processus de paiement trop lent peut pousser un client \u00e0 abandonner son achat \u2026 \u00bb &#8211; <\/span><\/i><i><span style=\"font-weight: 400;\">Pierrick Martel, Product Marketing de Centreon (France et Canada)<\/span><\/i><\/p><\/blockquote>\n<h2><span style=\"font-size: 18pt; \"><b>3<\/b><b>\u00e8me<\/b><b> effet : les I&amp;O doivent r\u00e9inventer la supervision IT en m\u00eame temps que les M\u00e9tiers r\u00e9inventent l\u2019exp\u00e9rience client\u00a0<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Vous l\u2019avez compris\u00a0: pas d\u2019exp\u00e9rience client optimale sans un SI performant et donc sans changement radical des pratiques de la supervision informatique\u00a0! Les ITOps ont donc tout int\u00e9r\u00eat \u00e0 revoir la fa\u00e7on de superviser le SI et prendre \u00e0 bras le corps de nouveaux sujets inh\u00e9rents \u00e0 la r\u00e9volution num\u00e9rique.<br \/>\n<\/span><b>Il va s\u2019agir tout d\u2019abord de parler des nouveaux clients de la supervision IT. Et oui\u00a0!<\/b><span style=\"font-weight: 400;\"> La supervision concerne tout le monde \u00e0 pr\u00e9sent et en particulier les M\u00e9tiers pour qui, savoir si la messagerie fonctionne ou si le site e-commerce est lent, devient \u00e0 pr\u00e9sent critique. Ainsi, la crise du COVID-19 a permis de mettre en avant le r\u00f4le d\u2019une supervision IT moderne et efficace dans une situation de t\u00e9l\u00e9travail o\u00f9 le SI est tr\u00e8s sollicit\u00e9.<br \/>\n<\/span><span style=\"font-weight: 400;\">Tout le monde utilise l&rsquo;infrastructure et les services IT et tout le monde a le droit d\u2019\u00eatre inform\u00e9 en temps r\u00e9el de la sant\u00e9 du SI gr\u00e2ce \u00e0 des tableaux de bord simples et graphiques.<\/span><\/p>\n<blockquote><p><i><span style=\"font-weight: 400;\">\u00ab La transparence que nous offrons \u00e0 nos clients gr\u00e2ce \u00e0 des indicateurs de supervision accessibles via notre portail client personnalis\u00e9 a fortement contribu\u00e9 \u00e0 renforcer la confiance que les clients avaient d\u00e9j\u00e0 dans NC2 et \u00e0 d\u00e9velopper un vrai partenariat avec eux. \u00bb &#8211; <\/span><\/i><i><span style=\"font-weight: 400;\">Christine Ruggiero, directrice commerciale de NC2 &#8211; MSP, filiale du groupe Visiativ.<\/span><\/i><\/p><\/blockquote>\n<p><i><span style=\"font-weight: 400;\">Pour en savoir plus, t\u00e9l\u00e9chargez notre nouveau ebook : \u201c<\/span><\/i><a href=\"https:\/\/www.centreon.com\/ebook-cx-lexperience-client-nouveau-defi-du-smart-monitoring-blog\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">L\u2019exp\u00e9rience client, nouveau d\u00e9fi du Smart Monitoring<\/span><\/i><\/a><i><span style=\"font-weight: 400;\">\u201d ou r<\/span><\/i><span style=\"font-weight: 400;\">etrouvez l\u2019int\u00e9gralit\u00e9 du <\/span><a href=\"https:\/\/www.centreon.com\/blog\/retour-dexperience-nc2-fournisseur-de-services-manages-msp\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">retour d\u2019exp\u00e9rience NC2<\/span><\/a><span style=\"font-weight: 400;\"> sur notre blog.<\/span><\/p>\n<h2><span style=\"font-size: 18pt; \"><b>Autre point critique pour les ITOps\u00a0: g\u00e9rer la complexification et l\u2019hybridation croissantes du SI\u2026<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Toutes les entreprises sont confront\u00e9es au fait que leur bon vieux Syst\u00e8me d\u2019Information monolithique a grandi et s\u2019est d\u00e9velopp\u00e9 jusqu\u2019\u00e0 m\u00ealer Cloud, on-premise, applications digitales et legacy. Et bien s\u00fbr, il ne suffit pas de faire cohabiter tout ce petit monde dans un syst\u00e8me unifi\u00e9 aux yeux du client, mais il s\u2019agit aussi et surtout de savoir si cela fonctionne (ou pas).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">R\u00e9sultat\u00a0: les ITOps peuvent jeter leurs indicateurs de 2010 et en cr\u00e9er de nouveaux, permettant de piloter la cha\u00eene de valeur num\u00e9rique du Cloud jusqu\u2019\u00e0 l\u2019Edge Computing (Infrastructure locale) \u00e0 partir d\u2019une seule console\u2026<\/span><\/p>\n<h2><span style=\"font-size: 18pt; \"><b>Last but not least\u00a0: les ITOps doivent \u00e9galement se pr\u00e9parer (et pr\u00e9parer l\u2019entreprise) \u00e0 une \u00e9volution permanente de l\u2019IT<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Selon Gartner, la part des mat\u00e9riels physiques (on-premises) dans le SI passera de 80% en 2019 \u00e0 30% en 2025.\u00a0<\/span><\/p>\n<p><img fetchpriority=\"low\" loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-55613 size-large\" src=\"https:\/\/www.centreon.com\/wp-content\/uploads\/2020\/08\/Gartner-WhereWIllWorkloadsResideIn2025-1024x573.jpg\" alt=\"\" width=\"1024\" height=\"573\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: 10pt;\"><i><span style=\"font-weight: 400;\">Source : Gartner IT Infrastructure, Operations and Cloud Strategies Conference, Keynote \u201cI&amp;0 2025-Reimagine, Revitalize, Reenergize\u201d David Cappuccio, Dennis Smith, Milind Govekar &#8211; 25&amp;26 November 2019 \/ London.<\/span><\/i><\/span><\/p>\n<p><span style=\"font-weight: 400;\">Le rythme de la transformation de l\u2019IT s\u2019acc\u00e9l\u00e8re et ne devrait pas ralentir avant un bon moment. Cela signifie que la mise en place d\u2019une supervision capable de r\u00e9pondre aux enjeux d\u2019une exp\u00e9rience client optimis\u00e9e passera forc\u00e9ment par une supervision \u00ab\u00a0Future-Ready\u00a0\u00bb, \u00e9volutive et en mesure d\u2019anticiper les innovations technologiques pour optimiser l\u2019engagement client.<\/span><\/p>\n<h2><span style=\"font-size: 18pt; \"><b>Et si on passait (enfin) d\u2019une supervision centr\u00e9e sur la disponibilit\u00e9 \u00e0 une supervision centr\u00e9e sur la performance\u00a0?<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Finalement, les I&amp;O sont en train d\u2019op\u00e9rer un changement de paradigme majeur afin de r\u00e9pondre aux exigences du Business en passant d\u2019un mod\u00e8le de supervision IT mesurant des performances mat\u00e9rielles li\u00e9es \u00e0 la disponibilit\u00e9 du SI \u00e0 un mod\u00e8le totalement customer-centric, mesurant et analysant la performance du SI au service de l\u2019exp\u00e9rience client.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">Et vous\u00a0? Etes-vous Customer-Centric Ready\u00a0?<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Pour en savoir plus, t\u00e9l\u00e9chargez notre nouveau ebook : \u201c<\/span><\/i><a href=\"https:\/\/www.centreon.com\/ebook-cx-lexperience-client-nouveau-defi-du-smart-monitoring-blog\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400;\">L\u2019exp\u00e9rience client, nouveau d\u00e9fi du Smart Monitoring<\/span><\/i><\/a><i><span style=\"font-weight: 400;\">\u201d.<br \/>\n<\/span><\/i><i><span style=\"font-weight: 400;\">32 pages illustr\u00e9es par les retours d\u2019exp\u00e9rience de pr\u00e8s de 15 entreprises exploitant une supervision IT innovante, pour comprendre les enjeux, les bonnes pratiques et les perspectives de la <\/span><\/i><i><span style=\"font-weight: 400;\">supervision informatique<\/span><\/i><i><span style=\"font-weight: 400;\"> au service de l\u2019exp\u00e9rience client.<\/span><\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Apr\u00e8s de longues ann\u00e9es \u00e0 n\u2019\u00eatre que des buzz words, les nouvelles technologies &#8211; l\u2019Intelligence Artificielle (IA,) le Cloud ou les objets connect\u00e9s (IoT) &#8211; sont entr\u00e9es dans les entreprises et sont devenues une r\u00e9alit\u00e9&nbsp;&#8230;<\/p>\n","protected":false},"author":1,"featured_media":20852,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"post-type":[95],"theme":[1012],"class_list":["post-19566","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","post-type-bonnes-pratiques","theme-centreon-business-edition-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u00cates-vous customer-centric ready ?<\/title>\n<meta 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