{"id":41107,"date":"2025-10-17T06:55:06","date_gmt":"2025-10-17T04:55:06","guid":{"rendered":"https:\/\/www.smcconsulting.be\/itsm-ia-pour-litsm\/"},"modified":"2026-04-10T15:31:34","modified_gmt":"2026-04-10T13:31:34","slug":"itsm-ia-pour-litsm","status":"publish","type":"page","link":"https:\/\/www.smcconsulting.be\/fr\/itsm-ia-pour-litsm\/","title":{"rendered":"IA pour l&rsquo;ITSM"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"41107\" class=\"elementor elementor-41107 elementor-41020\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-638159b hero-sec e-flex e-con-boxed e-con e-parent\" data-id=\"638159b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-ace6a26 e-con-full e-flex e-con e-child\" data-id=\"ace6a26\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ccfbe6d elementor-widget elementor-widget-heading\" data-id=\"ccfbe6d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\"><span style=\"color:#192BC2\">L'IA pour l'ITSM : R\u00e9duisez le volume de tickets,<\/span> automatisez le triage et r\u00e9solvez les probl\u00e8mes informatiques plus rapidement<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d8dea5d semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"d8dea5d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tLes services d&rsquo;assistance informatique sont sous pression. Les volumes de tickets augmentent. Les \u00e9quipes restent de la m\u00eame taille. Les attentes des utilisateurs s&rsquo;accroissent. L&rsquo;IA ne r\u00e9sout pas un processus ITSM d\u00e9faillant, mais appliqu\u00e9e correctement \u00e0 un processus mature, elle \u00e9limine la charge de travail r\u00e9p\u00e9titive qui ralentit votre \u00e9quipe et d\u00e9grade la qualit\u00e9 du service.    \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee745bc box-link elementor-widget elementor-widget-text-editor\" data-id=\"ee745bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tSMC Consulting aide les \u00e9quipes informatiques \u00e0 int\u00e9grer l&rsquo;IA dans leurs flux de travail ITSM existants : triage intelligent, r\u00e9ponses automatis\u00e9es, d\u00e9tection pr\u00e9dictive des incidents, gestion des connaissances assist\u00e9e par l&rsquo;IA et support vocal qui g\u00e8re les appels sans file d&rsquo;attente. Nos consultants certifi\u00e9s ITIL v4 veillent \u00e0 ce que l&rsquo;IA augmente votre processus plut\u00f4t qu&rsquo;\u00e0 le contourner. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2bd059d banner-btn elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"2bd059d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_blox_btn_group.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Button Group -->\n\t\t<link id='font-awesome-css' href='https:\/\/www.smcconsulting.be\/wp-content\/plugins\/unlimited-elements-for-elementor\/assets_libraries\/font-awesome6\/fontawesome-all.min.css' type='text\/css' rel='stylesheet' >\n\t\t<link id='font-awesome-4-shim-css' href='https:\/\/www.smcconsulting.be\/wp-content\/plugins\/unlimited-elements-for-elementor\/assets_libraries\/font-awesome6\/fontawesome-v4-shims.min.css' type='text\/css' rel='stylesheet' >\n\n<style>\/* widget: Button Group *\/\n\n#uc_blox_btn_group_elementor_2bd059d\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_2bd059d a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_2bd059d .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_2bd059d .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_2bd059d .blox_btn_group_inner .ue-btn-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n<\/style>\n\n<div id=\"uc_blox_btn_group_elementor_2bd059d\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-691faae \" href=\"https:\/\/www.smcconsulting.be\/fr\/reserver-une-reunion\/\" id=\"uc_blox_btn_group_elementor_2bd059d_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">R\u00e9servez une \u00e9valuation gratuite de l'IA pour l'ITSM<\/div>\n  <\/div>\n<\/a>\n<a class=\"elementor-repeater-item-1dadcd6 \" href=\"https:\/\/www.smcconsulting.be\/fr\/ingenieurs-certifies-itil-v4-de-smc-consulting-conseil-et-mise-en-oeuvre-itsm\/\" id=\"uc_blox_btn_group_elementor_2bd059d_item2\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">D\u00e9couvrez nos services de conseil en ITSM<\/div>\n  <\/div>\n<\/a>\n\n  \n\n\n<\/div>\n<!-- end Button Group -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d70adf5 e-flex e-con-boxed e-con e-parent\" data-id=\"d70adf5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c8670d1 e-transform elementor-widget elementor-widget-image\" data-id=\"c8670d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_transform_translateX_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"#scroll\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"62\" height=\"62\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/02\/Scroll-arrow.svg\" class=\"attachment-full size-full wp-image-62082\" alt=\"Produits partenaires | Fl\u00e8che de d\u00e9filement\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a1971f0 semi-bold elementor-widget elementor-widget-heading\" data-id=\"a1971f0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Que signifie r\u00e9ellement l'IA pour l'<strong>ITSM ?<\/strong> <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a502590 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"a502590\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-edbac99 box-link elementor-widget elementor-widget-text-editor\" data-id=\"edbac99\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>L&rsquo;IA pour l&rsquo;ITSM fait r\u00e9f\u00e9rence \u00e0 l&rsquo;int\u00e9gration de capacit\u00e9s d&rsquo;intelligence artificielle dans les processus de gestion des services informatiques afin d&rsquo;<br>automatiser les t\u00e2ches r\u00e9p\u00e9titives, d&rsquo;am\u00e9liorer la qualit\u00e9 des d\u00e9cisions et d&rsquo;acc\u00e9l\u00e9rer les temps de r\u00e9solution.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c793ad box-link elementor-widget elementor-widget-text-editor\" data-id=\"8c793ad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Ce n&rsquo;est pas une technologie unique. C&rsquo;est un ensemble de capacit\u00e9s appliqu\u00e9es \u00e0 des points sp\u00e9cifiques de vos flux de travail ITSM o\u00f9 l&rsquo;effort humain <br>est \u00e9lev\u00e9 et la t\u00e2che est suffisamment pr\u00e9visible pour \u00eatre automatis\u00e9e de mani\u00e8re fiable. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6388899 box-link elementor-widget elementor-widget-text-editor\" data-id=\"6388899\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tLes applications les plus impactantes ne sont pas les plus complexes. Classer et acheminer automatiquement un ticket entrant<br> en fonction de son contenu. Faire appara\u00eetre le bon article de la base de connaissances au moment o\u00f9 un ticket est cr\u00e9\u00e9. D\u00e9tecter que trois<br> incidents de la derni\u00e8re heure partagent la m\u00eame cause racine avant qu&rsquo;un ing\u00e9nieur n&rsquo;ait remarqu\u00e9 le mod\u00e8le. Ce sont les cas d&rsquo;utilisation<br> qui r\u00e9duisent la charge de travail et am\u00e9liorent la conformit\u00e9 aux SLA \u00e0 grande \u00e9chelle.    \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c61a98a e-con-full e-flex e-con e-child\" data-id=\"c61a98a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-44dd65f e-con-full e-flex e-con e-child\" data-id=\"44dd65f\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bf25128 elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"bf25128\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1180\" height=\"688\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/What-Does-AI-for-ITSM-Actually-Mean-Img.jpg\" class=\"attachment-full size-full wp-image-81046\" alt=\"Que signifie r\u00e9ellement l&#039;IA pour l&#039;ITSM - Image\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/What-Does-AI-for-ITSM-Actually-Mean-Img.jpg 1180w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/What-Does-AI-for-ITSM-Actually-Mean-Img-300x175.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/What-Does-AI-for-ITSM-Actually-Mean-Img-1024x597.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/What-Does-AI-for-ITSM-Actually-Mean-Img-768x448.jpg 768w\" sizes=\"auto, (max-width: 1180px) 100vw, 1180px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4228b77 e-con-full box-border e-flex e-con e-child\" data-id=\"4228b77\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c9008e4 box-link elementor-widget elementor-widget-text-editor\" data-id=\"c9008e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Ce que l&rsquo;IA pour l&rsquo;ITSM n&rsquo;est pas :<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73f12f3 elementor-align-start box-link Consulting-link elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"73f12f3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Un remplacement de la conception de processus ITIL v4<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Un raccourci pour contourner une plateforme ITSM mal configur\u00e9e<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Un outil qui fonctionne sans donn\u00e9es propres et structur\u00e9es derri\u00e8re lui<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-43f67b7 box-link elementor-widget elementor-widget-text-editor\" data-id=\"43f67b7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tL&rsquo;IA amplifie ce qui existe d\u00e9j\u00e0. Si votre processus de <a href=\"\/incident-management\/\">gestion des incidents<\/a> est bien d\u00e9fini et que votre <a href=\"\/cmdb\/\">CMDB<\/a> est pr\u00e9cise, l&rsquo;IA acc\u00e9l\u00e8re les deux. Si aucun des deux n&rsquo;est en place, l&rsquo;IA ajoute de la complexit\u00e9 sans valeur.  \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5d4d38b platforms-support e-flex e-con-boxed e-con e-parent\" data-id=\"5d4d38b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d44eee5 semi-bold elementor-widget elementor-widget-heading\" data-id=\"d44eee5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">L\u00e0 o\u00f9 <strong>l\u2019IA cr\u00e9e une valeur r\u00e9elle dans l\u2019ITSM<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-41984d1 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"41984d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-04744a6 e-con-full e-flex e-con e-child\" data-id=\"04744a6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-3fe359a e-con-full e-flex e-con e-child\" data-id=\"3fe359a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5a051ac elementor-widget elementor-widget-heading\" data-id=\"5a051ac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Classification et routage intelligents <br>des tickets<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3c32f03 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"3c32f03\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-278cdb4 box-link elementor-widget elementor-widget-text-editor\" data-id=\"278cdb4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tLes tickets entrants sont automatiquement class\u00e9s par type, urgence et service concern\u00e9, puis achemin\u00e9s vers la bonne \u00e9quipe ou le bon agent sans intervention manuelle. La pr\u00e9cision de la classification s\u2019am\u00e9liore au fil du temps \u00e0 mesure que le mod\u00e8le apprend des tickets r\u00e9solus. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21bdb37 box-link elementor-widget elementor-widget-text-editor\" data-id=\"21bdb37\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tL\u2019impact est imm\u00e9diat :\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dbf40bd elementor-align-start box-link Consulting-link elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"dbf40bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">\u00c9limination des files d\u2019attente de triage manuel<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Affectation plus rapide au bon groupe de r\u00e9solution<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Attribution coh\u00e9rente des priorit\u00e9s qui \u00e9limine la subjectivit\u00e9 humaine<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">R\u00e9duction des erreurs d\u2019aiguillage qui gaspillent la capacit\u00e9 des niveaux L2 et L3<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ab98178 e-con-full e-flex e-con e-child\" data-id=\"ab98178\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eb2ab0e elementor-widget elementor-widget-image\" data-id=\"eb2ab0e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"906\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Intelligent-Ticket-Classification-and-Routing.jpg\" class=\"attachment-full size-full wp-image-81080\" alt=\"Classification et routage intelligents des tickets\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Intelligent-Ticket-Classification-and-Routing.jpg 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Intelligent-Ticket-Classification-and-Routing-278x300.jpg 278w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Intelligent-Ticket-Classification-and-Routing-768x828.jpg 768w\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6e69ac2 e-con-full e-flex e-con e-child\" data-id=\"6e69ac2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-b9db647 e-con-full e-flex e-con e-child\" data-id=\"b9db647\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1727f25 elementor-widget elementor-widget-heading\" data-id=\"1727f25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">R\u00e9solution automatis\u00e9e de premier niveau<br><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4dc2761 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4dc2761\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e603065 box-link elementor-widget elementor-widget-text-editor\" data-id=\"e603065\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tPour les probl\u00e8mes connus et r\u00e9currents, l\u2019IA r\u00e9sout les tickets sans intervention humaine. R\u00e9initialisations de mot de passe, demandes d\u2019acc\u00e8s, d\u00e9verrouillages de logiciels, questions de configuration standard. Ce sont ces tickets qui repr\u00e9sentent une part disproportionn\u00e9e du volume L1 et ne contribuent en rien au d\u00e9veloppement des comp\u00e9tences de votre \u00e9quipe.  \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-236e53c box-link elementor-widget elementor-widget-text-editor\" data-id=\"236e53c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Un service desk mature, assist\u00e9 par l\u2019IA, atteint des taux d\u2019automatisation de 40 \u00e0 60 % sur les types de tickets L1, lib\u00e9rant ainsi les analystes pour des t\u00e2ches qui exigent r\u00e9ellement du discernement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b948ac2 e-con-full e-flex e-con e-child\" data-id=\"b948ac2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7f1010c elementor-widget elementor-widget-image\" data-id=\"7f1010c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"638\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Reduced-misrouting-that-wastes-L2-and-L3-capacity.jpg\" class=\"attachment-full size-full wp-image-81085\" alt=\"R\u00e9duction des erreurs d\u2019aiguillage qui gaspillent la capacit\u00e9 des niveaux L2 et L3\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Reduced-misrouting-that-wastes-L2-and-L3-capacity.jpg 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Reduced-misrouting-that-wastes-L2-and-L3-capacity-300x228.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Reduced-misrouting-that-wastes-L2-and-L3-capacity-768x583.jpg 768w\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7402bf0 e-con-full e-flex e-con e-child\" data-id=\"7402bf0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-d35ca4c e-con-full e-flex e-con e-child\" data-id=\"d35ca4c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c671939 elementor-widget elementor-widget-heading\" data-id=\"c671939\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Gestion des connaissances assist\u00e9e par l'IA<br><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b6f598 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7b6f598\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e531c4 box-link elementor-widget elementor-widget-text-editor\" data-id=\"7e531c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>L&rsquo;IA met en \u00e9vidence les articles pertinents de la <a href=\"https:\/\/www.smcconsulting.be\/fr\/portail-libre-service\/\">base de connaissances<\/a> au moment de la cr\u00e9ation d&rsquo;un ticket, \u00e0 la fois pour l&rsquo;utilisateur final dans le portail en libre-service et pour l&rsquo;agent traitant le ticket. Elle identifie \u00e9galement les lacunes de la base de connaissances en suivant les tickets r\u00e9solus sans article li\u00e9. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-faece5f box-link elementor-widget elementor-widget-text-editor\" data-id=\"faece5f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Il en r\u00e9sulte une base de connaissances qui reste \u00e0 jour sans effort \u00e9ditorial d\u00e9di\u00e9, et un centre de services qui r\u00e9sout plus de tickets au niveau 1 (L1) car les agents disposent des bonnes informations au bon moment.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5f0ed43 e-con-full e-flex e-con e-child\" data-id=\"5f0ed43\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4f0480a elementor-widget elementor-widget-image\" data-id=\"4f0480a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"696\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Assisted-Knowledge-Management.jpg\" class=\"attachment-full size-full wp-image-81084\" alt=\"Gestion des connaissances assist\u00e9e par l&#039;IA\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Assisted-Knowledge-Management.jpg 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Assisted-Knowledge-Management-300x249.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Assisted-Knowledge-Management-768x636.jpg 768w\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5b9f089 e-con-full e-flex e-con e-child\" data-id=\"5b9f089\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-9439968 e-con-full e-flex e-con e-child\" data-id=\"9439968\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8c71c0e elementor-widget elementor-widget-heading\" data-id=\"8c71c0e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">D\u00e9tection pr\u00e9dictive des incidents<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32debc9 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"32debc9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-69d1502 box-link elementor-widget elementor-widget-text-editor\" data-id=\"69d1502\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tL\u2019IA surveille les flux d\u2019\u00e9v\u00e9nements et les donn\u00e9es de t\u00e9l\u00e9m\u00e9trie afin de d\u00e9tecter les anomalies et les sch\u00e9mas de d\u00e9gradation avant qu\u2019ils ne deviennent des incidents ayant un impact sur les utilisateurs. La d\u00e9tection proactive r\u00e9duit le MTTD, diminue le volume d\u2019incidents et fait \u00e9voluer le service desk d\u2019un mode r\u00e9actif vers un mode pr\u00e9ventif. \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed9a8c7 box-link elementor-widget elementor-widget-text-editor\" data-id=\"ed9a8c7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Cette capacit\u00e9 n\u00e9cessite une int\u00e9gration entre vos outils de supervision et votre <a href=\"https:\/\/www.smcconsulting.be\/fr\/haloitsm-outil-de-gestion-des-services-informatiques\/\">plateforme ITSM<\/a>, votre <a href=\"\/cmdb\/\">CMDB<\/a> fournissant le contexte des d\u00e9pendances de service qui transforme une alerte brute en un enregistrement d\u2019incident exploitable.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-54cea62 e-con-full e-flex e-con e-child\" data-id=\"54cea62\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c74030c elementor-widget elementor-widget-image\" data-id=\"c74030c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"614\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Predictive-Incident-Detection.jpg\" class=\"attachment-full size-full wp-image-81083\" alt=\"D\u00e9tection pr\u00e9dictive des incidents\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Predictive-Incident-Detection.jpg 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Predictive-Incident-Detection-300x219.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Predictive-Incident-Detection-768x561.jpg 768w\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-444260d e-con-full e-flex e-con e-child\" data-id=\"444260d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-d3f45dc e-con-full e-flex e-con e-child\" data-id=\"d3f45dc\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a837464 elementor-widget elementor-widget-heading\" data-id=\"a837464\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Analyse de l\u2019impact des changements pilot\u00e9e par l\u2019IA<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b368803 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"b368803\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0ab20df box-link elementor-widget elementor-widget-text-editor\" data-id=\"0ab20df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Avant qu\u2019un changement ne soit approuv\u00e9, l\u2019IA analyse la cartographie des d\u00e9pendances de la <a href=\"\/cmdb\/\">CMDB<\/a>, l\u2019historique des incidents associ\u00e9s et les sch\u00e9mas des changements similaires pr\u00e9c\u00e9dents afin de produire un score de risque et une liste des services potentiellement affect\u00e9s. Les membres du CAB prennent de meilleures d\u00e9cisions, plus rapidement, en s\u2019appuyant sur les donn\u00e9es plut\u00f4t que sur l\u2019exp\u00e9rience comme principal facteur d\u2019entr\u00e9e. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6943819 box-link elementor-widget elementor-widget-text-editor\" data-id=\"6943819\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Il s\u2019agit de l\u2019une des applications de l\u2019IA les plus sous-exploit\u00e9es en <a href=\"\/change-management\/\">gestion des changements<\/a>, et de l\u2019une de celles qui apportent le plus de valeur.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f33bc72 e-con-full e-flex e-con e-child\" data-id=\"f33bc72\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0b197ef elementor-widget elementor-widget-image\" data-id=\"0b197ef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"558\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Powered-Change-Impact-Analysis.webp\" class=\"attachment-full size-full wp-image-81082\" alt=\"Analyse de l\u2019impact des changements pilot\u00e9e par l\u2019IA\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Powered-Change-Impact-Analysis.webp 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Powered-Change-Impact-Analysis-300x199.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Powered-Change-Impact-Analysis-768x510.jpg 768w\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-967cd7b e-con-full e-flex e-con e-child\" data-id=\"967cd7b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-e5c1132 e-con-full e-flex e-con e-child\" data-id=\"e5c1132\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-97b6dc9 elementor-widget elementor-widget-heading\" data-id=\"97b6dc9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Support vocal et conversationnel pilot\u00e9 par l\u2019IA<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b3857a elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"8b3857a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d05647b box-link elementor-widget elementor-widget-text-editor\" data-id=\"d05647b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tUne part importante des demandes de support IT arrive encore par t\u00e9l\u00e9phone. Les approches traditionnelles orientent ces appels vers une file d\u2019attente. Le vocal IA les traite directement : l\u2019appelant s\u2019exprime naturellement, l\u2019IA authentifie son identit\u00e9, comprend la demande, ex\u00e9cute l\u2019action dans la plateforme ITSM et r\u00e9pond en moins d\u2019une seconde.  \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed12007 box-link elementor-widget elementor-widget-text-editor\" data-id=\"ed12007\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Ce n\u2019est plus exp\u00e9rimental. Cette approche est utilis\u00e9e en production dans des environnements de support IT et de service client, dans de nombreux secteurs. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-91f3b51 e-con-full e-flex e-con e-child\" data-id=\"91f3b51\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fa162ae elementor-widget elementor-widget-image\" data-id=\"fa162ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"840\" height=\"558\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Voice-and-Conversational-Support.jpg\" class=\"attachment-full size-full wp-image-81081\" alt=\"Support vocal et conversationnel pilot\u00e9 par l\u2019IA\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Voice-and-Conversational-Support.jpg 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Voice-and-Conversational-Support-300x199.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Voice-and-Conversational-Support-768x510.jpg 768w\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3ccad69 e-flex e-con-boxed e-con e-parent\" data-id=\"3ccad69\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-13d3822 e-con-full e-flex e-con e-child\" data-id=\"13d3822\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d6214bf elementor-widget elementor-widget-heading\" data-id=\"d6214bf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">L\u2019IA dans l\u2019ITSM : les plateformes avec lesquelles nous travaillons<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ff1f2ff box-link elementor-widget elementor-widget-text-editor\" data-id=\"ff1f2ff\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Les capacit\u00e9s d\u2019IA sont d\u00e9sormais int\u00e9gr\u00e9es nativement aux principales plateformes d\u2019ITSM. Leur configuration, leur int\u00e9gration et leur gouvernance d\u00e9terminent si elles cr\u00e9ent de la valeur ou g\u00e9n\u00e8rent du bruit. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dc0f8e8 e-con-full e-flex e-con e-child\" data-id=\"dc0f8e8\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-069316c e-con-full e-flex e-con e-child\" data-id=\"069316c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-efa6195 elementor-widget elementor-widget-image\" data-id=\"efa6195\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"225\" height=\"44\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-in-ITSM-HaloItsm.webp\" class=\"attachment-full size-full wp-image-81411\" alt=\"IA dans l\u2019ITSM - HaloItsm\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d02c567 elementor-widget elementor-widget-image\" data-id=\"d02c567\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"29\" height=\"6\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/arrow-right.svg\" class=\"attachment-full size-full wp-image-81408\" alt=\"fl\u00e8che vers la droite\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-88bcf42 box-link elementor-widget elementor-widget-text-editor\" data-id=\"88bcf42\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tcomprend la classification des tickets aliment\u00e9e par l\u2019IA, des r\u00e9ponses sugg\u00e9r\u00e9es et des capacit\u00e9s d\u2019automatisation que SMC Consulting configure dans le cadre de chaque impl\u00e9mentation de HaloITSM.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-69c7e7e e-con-full e-flex e-con e-child\" data-id=\"69c7e7e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-895137a elementor-widget elementor-widget-image\" data-id=\"895137a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"239\" height=\"49\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-in-ITSM-Freshservice.png\" class=\"attachment-full size-full wp-image-81410\" alt=\"IA dans l\u2019ITSM - Freshservice\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bcf31ce elementor-widget elementor-widget-image\" data-id=\"bcf31ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"29\" height=\"6\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/arrow-right.svg\" class=\"attachment-full size-full wp-image-81408\" alt=\"fl\u00e8che vers la droite\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e52cb2e box-link elementor-widget elementor-widget-text-editor\" data-id=\"e52cb2e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>inclut Freddy AI, qui couvre la synth\u00e8se des tickets, les solutions sugg\u00e9r\u00e9es, l\u2019assistance aux agents et le triage automatis\u00e9. SMC Consulting met en \u0153uvre et optimise Freddy AI dans le cadre des missions Freshservice. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-eb05385 e-con-full e-flex e-con e-child\" data-id=\"eb05385\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-63fe970 elementor-widget elementor-widget-image\" data-id=\"63fe970\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"113\" height=\"17\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-in-ITSM-Servicenow.svg\" class=\"attachment-full size-full wp-image-81409\" alt=\"IA dans l&#039;ITSM - ServiceNow\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-755eddf elementor-widget elementor-widget-image\" data-id=\"755eddf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"29\" height=\"6\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/arrow-right.svg\" class=\"attachment-full size-full wp-image-81408\" alt=\"fl\u00e8che vers la droite\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd2915d box-link elementor-widget elementor-widget-text-editor\" data-id=\"fd2915d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>offre l&rsquo;un des ensembles de fonctionnalit\u00e9s d&rsquo;IA les plus matures du march\u00e9 de l&rsquo;ITSM : Now Intelligence couvre l&rsquo;intelligence pr\u00e9dictive, les agents virtuels et la recherche bas\u00e9e sur le PNL. SMC Consulting met en \u0153uvre ces capacit\u00e9s dans le cadre<br>de projets <a href=\"https:\/\/www.smcconsulting.be\/fr\/servicenow-itsm\/\">ServiceNow ITSM<\/a>. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-58c7611 box-link elementor-widget elementor-widget-text-editor\" data-id=\"58c7611\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAu-del\u00e0 de l&rsquo;IA native de la plateforme, nous int\u00e9grons les meilleurs outils d&rsquo;IA disponibles lorsqu&rsquo;ils apportent des fonctionnalit\u00e9s que la plateforme ne couvre pas nativement.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7ad20cc e-flex e-con-boxed e-con e-parent\" data-id=\"7ad20cc\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-aa25d05 semi-bold elementor-widget elementor-widget-heading\" data-id=\"aa25d05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">AurionAI : automatisation de la voix IA et du helpdesk <strong>pour les environnements <br>ITSM<\/strong> <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-56dae63 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"56dae63\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8df385c box-link elementor-widget elementor-widget-text-editor\" data-id=\"8df385c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.aurionai.net\" target=\"_blank\" rel=\"noopener\">AurionAI<\/a> est une plateforme d&rsquo;IA ind\u00e9pendante avec laquelle SMC Consulting collabore. Elle couvre des capacit\u00e9s qui vont au-del\u00e0<br>de ce que l&rsquo;IA native des plateformes ITSM g\u00e8re habituellement. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0805d5b box-link elementor-widget elementor-widget-text-editor\" data-id=\"0805d5b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAurionAI ex\u00e9cute un agent IA unique sur l\u2019ensemble des canaux de support :\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b453b8a e-con-full e-flex e-con e-child\" data-id=\"b453b8a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-0f730aa e-con-full e-flex e-con e-child\" data-id=\"0f730aa\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ff7517d elementor-position-left elementor-position-left elementor-vertical-align-middle elementor-vertical-align-middle elementor-widget elementor-widget-image-box\" data-id=\"ff7517d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Voice.svg\" class=\"attachment-full size-full wp-image-81139\" alt=\"Voix IA\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Voix IA<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dafe820 box-link elementor-widget elementor-widget-text-editor\" data-id=\"dafe820\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tg\u00e8re les appels t\u00e9l\u00e9phoniques entrants avec une latence de moins d&rsquo;une seconde. L&rsquo;agent authentifie l&rsquo;appelant, comprend la demande, intervient via 31 int\u00e9grations d&rsquo;outils ITSM via le protocole MCP et r\u00e9pond naturellement en 11 langues. Pas de menu vocal. Pas de file d&rsquo;attente. Pas de musique d&rsquo;attente.    \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2336fd5 e-con-full e-flex e-con e-child\" data-id=\"2336fd5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-752cd14 elementor-position-left elementor-position-left elementor-vertical-align-middle elementor-vertical-align-middle elementor-widget elementor-widget-image-box\" data-id=\"752cd14\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-Chat-Widget-1.svg\" class=\"attachment-full size-full wp-image-81138\" alt=\"Widget de chat IA\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Widget de chat IA<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a899695 box-link elementor-widget elementor-widget-text-editor\" data-id=\"a899695\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tg\u00e8re le chat en temps r\u00e9el sur tout site web ou intranet, avec cr\u00e9ation automatique de tickets lorsque l&rsquo;IA ne peut r\u00e9soudre.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-cd99f1f e-con-full e-flex e-con e-child\" data-id=\"cd99f1f\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1f65e32 elementor-position-left elementor-position-left elementor-vertical-align-middle elementor-vertical-align-middle elementor-widget elementor-widget-image-box\" data-id=\"1f65e32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Unified-Inbox.svg\" class=\"attachment-full size-full wp-image-81184\" alt=\"Bo\u00eete de r\u00e9ception unifi\u00e9e\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Bo\u00eete de r\u00e9ception unifi\u00e9e<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c1aa311 box-link elementor-widget elementor-widget-text-editor\" data-id=\"c1aa311\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tconsolide les transcriptions de chat, d&rsquo;e-mail et de voix en un seul endroit, avec des r\u00e9ponses sugg\u00e9r\u00e9es par l&rsquo;IA et une classification automatique pour les agents humains.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fdb414f e-con-full e-flex e-con e-child\" data-id=\"fdb414f\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b9789df elementor-position-left elementor-position-left elementor-vertical-align-middle elementor-vertical-align-middle elementor-widget elementor-widget-image-box\" data-id=\"b9789df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Email-Channel-1.svg\" class=\"attachment-full size-full wp-image-81183\" alt=\"Canal e-mail\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Canal e-mail<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c9da45d box-link elementor-widget elementor-widget-text-editor\" data-id=\"c9da45d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tanalyse les e-mails de support entrants, les classe, r\u00e9dige des r\u00e9ponses IA pour examen par les agents et suit automatiquement les fils de discussion.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5913e5a box-link elementor-widget elementor-widget-text-editor\" data-id=\"5913e5a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>AurionAI s&rsquo;int\u00e8gre nativement avec HaloITSM, Freshservice, ServiceNow et Jira Service Management. SMC Consulting vous accompagne dans l&rsquo;int\u00e9gration et la configuration d&rsquo;AurionAI au sein de votre environnement ITSM existant. Pour en savoir plus, consultez <a href=\"https:\/\/www.aurionai.net\" target=\"_blank\" rel=\"noopener\">aurionai.net<\/a>.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1861b19 e-flex e-con-boxed e-con e-parent\" data-id=\"1861b19\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bb9ff91 semi-bold elementor-widget elementor-widget-heading\" data-id=\"bb9ff91\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Ce qui doit \u00eatre en <strong>place avant d\u2019ajouter l\u2019IA<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78bac15 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"78bac15\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4879caf box-link elementor-widget elementor-widget-text-editor\" data-id=\"4879caf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est la question que la plupart des fournisseurs ne soul\u00e8vent pas. L\u2019IA appliqu\u00e9e \u00e0 un environnement ITSM mal structur\u00e9 aggrave les <br>probl\u00e8mes plus rapidement, sans les r\u00e9soudre. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c1b9bbf e-con-full e-flex e-con e-child\" data-id=\"c1b9bbf\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-428730a e-con-full e-flex e-con e-child\" data-id=\"428730a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4ea9a8a elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"4ea9a8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"871\" height=\"1024\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Before-integrating-AI-into-your-ITSM-process-these-foundations-need-to-be-solid-img-871x1024.jpg\" class=\"attachment-large size-large wp-image-81413\" alt=\"Avant d\u2019int\u00e9grer l\u2019IA dans votre processus ITSM, ces bases doivent \u00eatre solides - img\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Before-integrating-AI-into-your-ITSM-process-these-foundations-need-to-be-solid-img-871x1024.jpg 871w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Before-integrating-AI-into-your-ITSM-process-these-foundations-need-to-be-solid-img-255x300.jpg 255w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Before-integrating-AI-into-your-ITSM-process-these-foundations-need-to-be-solid-img-768x903.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Before-integrating-AI-into-your-ITSM-process-these-foundations-need-to-be-solid-img.jpg 1160w\" sizes=\"auto, (max-width: 871px) 100vw, 871px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d00a984 e-con-full e-flex e-con e-child\" data-id=\"d00a984\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6cc3f29 box-link elementor-widget elementor-widget-text-editor\" data-id=\"6cc3f29\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAvant d\u2019int\u00e9grer l\u2019IA dans votre processus ITSM, ces fondations doivent \u00eatre solides :\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a730228 elementor-align-start box-link consulting-link elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"a730228\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Donn\u00e9es de tickets propres<\/strong> - Les mod\u00e8les de classification par IA entra\u00een\u00e9s <br>sur des tickets historiques cat\u00e9goris\u00e9s de mani\u00e8re incoh\u00e9rente reproduiront ces incoh\u00e9rences \u00e0 grande \u00e9chelle<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Un processus d\u00e9fini<\/strong> - L\u2019IA ne peut pas appliquer un processus qui n\u2019existe pas ; la <a href=\"\/incident-management\/\">gestion des incidents<\/a>, la <a href=\"\/change-management\/\">gestion des changements<\/a> et la <a href=\"https:\/\/www.smcconsulting.be\/service-request-management\/\">gestion des demandes de services<\/a> doivent \u00eatre con\u00e7ues avant d\u2019\u00eatre automatis\u00e9es<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Une CMDB pr\u00e9cise<\/strong> \u2013 la d\u00e9tection pr\u00e9dictive des incidents et l\u2019analyse de l\u2019impact des changements par l\u2019IA d\u00e9pendent toutes deux de <a href=\"\/cmdb\/\">donn\u00e9es de configuration<\/a> fiables<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Une base de connaissances maintenue<\/strong> \u2013 l\u2019IA ne peut pas faire remonter des articles utiles \u00e0 partir d\u2019une base de connaissances qui n\u2019a pas \u00e9t\u00e9 organis\u00e9e ; la <a href=\"https:\/\/www.smcconsulting.be\/fr\/portail-libre-service\/\">gestion des connaissances<\/a> est un pr\u00e9requis, pas une r\u00e9flexion a posteriori<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Une gouvernance des r\u00e9sultats de l\u2019IA<\/strong> \u2013 les classifications automatis\u00e9es et les d\u00e9cisions d\u2019acheminement n\u00e9cessitent des boucles de revue humaine, en particulier lors de la phase initiale de d\u00e9ploiement<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f26c4a box-link elementor-widget elementor-widget-text-editor\" data-id=\"3f26c4a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tSMC Consulting \u00e9value la pr\u00e9paration \u00e0 l\u2019IA dans le cadre de chaque mission ITSM. Nous identifions quelles capacit\u00e9s d\u2019IA votre environnement actuel peut prendre en charge imm\u00e9diatement et lesquelles n\u00e9cessitent d\u2019abord un travail sur les processus ou les donn\u00e9es. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-09c279b e-flex e-con-boxed e-con e-parent\" data-id=\"09c279b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1d93640 semi-bold elementor-widget elementor-widget-heading\" data-id=\"1d93640\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Comment SMC Consulting aborde l\u2019<strong>int\u00e9gration de l\u2019IA <br>dans l\u2019ITSM<\/strong> <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-548b818 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"548b818\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b4bbc0 box-link elementor-widget elementor-widget-text-editor\" data-id=\"4b4bbc0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Nous ne vendons pas l\u2019IA comme un projet autonome. L\u2019int\u00e9gration de l\u2019IA fait partie de notre approche de la maturit\u00e9 ITSM <br>\u00e0 chaque \u00e9tape. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-148af9a e-con-full e-grid e-con e-child\" data-id=\"148af9a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cda695d elementor-flip-box--direction-left elementor-flip-box--effect-flip elementor-widget elementor-widget-flip-box\" data-id=\"cda695d\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"flip-box\" data-widget_type=\"flip-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-flip-box\" tabindex=\"0\">\n\t\t\t<div class=\"elementor-flip-box__layer elementor-flip-box__front\">\n\t\t\t\t<div class=\"elementor-flip-box__layer__overlay\">\n\t\t\t\t\t<div class=\"elementor-flip-box__layer__inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-flip-box__image\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"153\" height=\"164\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-readiness-assessment.svg\" class=\"attachment-full size-full wp-image-81295\" alt=\"AI readiness assessment\" \/>\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-flip-box__layer__title\">\n\t\t\t\t\t\t\t\t\u00c9valuation de la pr\u00e9paration \u00e0 l\u2019IA\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"elementor-flip-box__layer elementor-flip-box__back\">\n\t\t\t<div class=\"elementor-flip-box__layer__overlay\">\n\t\t\t\t<div class=\"elementor-flip-box__layer__inner\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-flip-box__layer__description\">\n\t\t\t\t\t\t\tNous \u00e9valuons la qualit\u00e9 de vos donn\u00e9es ITSM actuelles, la maturit\u00e9 de vos processus et les capacit\u00e9s de votre plateforme afin d'identifier les cas d'usage d'IA imm\u00e9diatement viables et les points \u00e0 traiter en priorit\u00e9.\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f49b2e3 elementor-flip-box--direction-left elementor-flip-box--effect-flip elementor-widget elementor-widget-flip-box\" data-id=\"f49b2e3\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"flip-box\" data-widget_type=\"flip-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-flip-box\" tabindex=\"0\">\n\t\t\t<div class=\"elementor-flip-box__layer elementor-flip-box__front\">\n\t\t\t\t<div class=\"elementor-flip-box__layer__overlay\">\n\t\t\t\t\t<div class=\"elementor-flip-box__layer__inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-flip-box__image\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"153\" height=\"164\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Platform-AI-configuration.svg\" class=\"attachment-full size-full wp-image-81306\" alt=\"Platform AI configuration\" \/>\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-flip-box__layer__title\">\n\t\t\t\t\t\t\t\tConfiguration de l'IA de la plateforme\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"elementor-flip-box__layer elementor-flip-box__back\">\n\t\t\t<div class=\"elementor-flip-box__layer__overlay\">\n\t\t\t\t<div class=\"elementor-flip-box__layer__inner\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-flip-box__layer__description\">\n\t\t\t\t\t\t\tNous configurons et optimisons les fonctionnalit\u00e9s d'IA natives de votre plateforme ITSM : mod\u00e8les de classification, r\u00e8gles d'automatisation, flux d'agents virtuels, biblioth\u00e8ques de r\u00e9ponses sugg\u00e9r\u00e9es et tableaux de bord assist\u00e9s par IA.\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d15813 elementor-flip-box--direction-left elementor-flip-box--effect-flip elementor-widget elementor-widget-flip-box\" data-id=\"1d15813\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"flip-box\" data-widget_type=\"flip-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-flip-box\" tabindex=\"0\">\n\t\t\t<div class=\"elementor-flip-box__layer elementor-flip-box__front\">\n\t\t\t\t<div class=\"elementor-flip-box__layer__overlay\">\n\t\t\t\t\t<div class=\"elementor-flip-box__layer__inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-flip-box__image\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"153\" height=\"164\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Third-party-AI-integration.svg\" class=\"attachment-full size-full wp-image-81305\" alt=\"Third-party AI integration\" \/>\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-flip-box__layer__title\">\n\t\t\t\t\t\t\t\tInt\u00e9gration d'IA tierce \t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"elementor-flip-box__layer elementor-flip-box__back\">\n\t\t\t<div class=\"elementor-flip-box__layer__overlay\">\n\t\t\t\t<div class=\"elementor-flip-box__layer__inner\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-flip-box__layer__description\">\n\t\t\t\t\t\t\tLorsque l'IA native de la plateforme ne couvre pas un cas d'usage, nous int\u00e9grons des outils de r\u00e9f\u00e9rence, notamment AurionAI pour l'automatisation de la prise en charge vocale et multicanal.\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cf4be91 elementor-flip-box--direction-left elementor-flip-box--effect-flip elementor-widget elementor-widget-flip-box\" data-id=\"cf4be91\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"flip-box\" data-widget_type=\"flip-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-flip-box\" tabindex=\"0\">\n\t\t\t<div class=\"elementor-flip-box__layer elementor-flip-box__front\">\n\t\t\t\t<div class=\"elementor-flip-box__layer__overlay\">\n\t\t\t\t\t<div class=\"elementor-flip-box__layer__inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-flip-box__image\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"153\" height=\"164\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Governance-and-monitoring.svg\" class=\"attachment-full size-full wp-image-81304\" alt=\"Governance and monitoring\" \/>\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-flip-box__layer__title\">\n\t\t\t\t\t\t\t\tGouvernance et surveillance\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"elementor-flip-box__layer elementor-flip-box__back\">\n\t\t\t<div class=\"elementor-flip-box__layer__overlay\">\n\t\t\t\t<div class=\"elementor-flip-box__layer__inner\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-flip-box__layer__description\">\n\t\t\t\t\t\t\tNous mettons en place le cadre de r\u00e9vision qui garantit la pr\u00e9cision des r\u00e9sultats de l'IA dans le temps : suivi des performances des mod\u00e8les, cycles d'audit de classification et r\u00e8gles d'escalade qui orientent les cas limites vers des agents humains.\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-374d365 elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"374d365\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_blox_btn_group.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Button Group -->\n\n<style>\/* widget: Button Group *\/\n\n#uc_blox_btn_group_elementor_374d365\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_374d365 a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_374d365 .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_374d365 .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_374d365 .blox_btn_group_inner .ue-btn-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n<\/style>\n\n<div id=\"uc_blox_btn_group_elementor_374d365\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-691faae \" href=\"https:\/\/www.smcconsulting.be\/fr\/reserver-une-reunion\/\" id=\"uc_blox_btn_group_elementor_374d365_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">R\u00e9servez une r\u00e9union avec nos consultants ITSM<\/div>\n  <\/div>\n<\/a>\n\n  \n\n\n<\/div>\n<!-- end Button Group -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-68b08df e-flex e-con-boxed e-con e-parent\" data-id=\"68b08df\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c100e49 semi-bold elementor-widget elementor-widget-heading\" data-id=\"c100e49\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">IA pour l\u2019ITSM : <strong>indicateurs cl\u00e9s de performance<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a8eab9 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"0a8eab9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d7c8f08 e-con-full e-flex e-con e-child\" data-id=\"d7c8f08\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-9b7ffc9 e-con-full e-flex e-con e-child\" data-id=\"9b7ffc9\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-96296da elementor-align-start box-link Consulting-link elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"96296da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Taux d\u2019automatisation -<\/strong> pourcentage de tickets r\u00e9solus par<br> l\u2019IA sans intervention humaine. Les environnements matures visent 40 \u00e0 60 % sur les types de tickets L1. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Pr\u00e9cision de classification de l\u2019IA -<\/strong> pourcentage de tickets correctement class\u00e9s par l\u2019IA par rapport \u00e0 la revue humaine. Viser plus de 90 % avant de r\u00e9duire la supervision humaine. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>R\u00e9duction du MTTD -<\/strong> r\u00e9duction du d\u00e9lai moyen de d\u00e9tection des incidents apr\u00e8s l\u2019int\u00e9gration de la supervision par IA. Mesurable dans les 60 jours suivant le d\u00e9ploiement. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Am\u00e9lioration du taux de FCR -<\/strong> augmentation du taux de r\u00e9solution au premier contact apr\u00e8s l\u2019activation des suggestions de connaissances par l\u2019IA. G\u00e9n\u00e9ralement 10 \u00e0 20 points de pourcentage en 90 jours. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Taux de d\u00e9flexion L1 -<\/strong> pourcentage de contacts r\u00e9solus par <br>l\u2019IA avant d\u2019atteindre un agent humain. Mesure l\u2019impact en volume de l\u2019IA sur les besoins en effectifs du service desk. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Taux de r\u00e9solution vocale -<\/strong> pour les d\u00e9ploiements d\u2019IA vocale, pourcentage d\u2019appels entrants enti\u00e8rement r\u00e9solus par l\u2019agent<br> IA sans transfert vers un humain.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-88047f0 e-con-full e-flex e-con e-child\" data-id=\"88047f0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-22f5b39 elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"22f5b39\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"952\" height=\"1024\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-for-ITSM-Key-Performance-Indicators-952x1024.jpg\" class=\"attachment-large size-large wp-image-81261\" alt=\"IA pour l\u2019ITSM - Indicateurs cl\u00e9s de performance\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-for-ITSM-Key-Performance-Indicators-952x1024.jpg 952w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-for-ITSM-Key-Performance-Indicators-279x300.jpg 279w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-for-ITSM-Key-Performance-Indicators-768x826.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/AI-for-ITSM-Key-Performance-Indicators.jpg 1160w\" sizes=\"auto, (max-width: 952px) 100vw, 952px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f6eccd3 e-flex e-con-boxed e-con e-parent\" data-id=\"f6eccd3\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f134056 semi-bold elementor-widget elementor-widget-heading\" data-id=\"f134056\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">FAQ<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-17daefc elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"17daefc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-80b40ae faq-link  elementor-widget elementor-widget-accordion\" data-id=\"80b40ae\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"our-faq\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1341\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1341\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 0L11.5469 10H-6.62804e-05L5.77344 0ZM6.77344 30C6.77344 30.5523 6.32572 31 5.77344 31C5.22115 31 4.77344 30.5523 4.77344 30H5.77344H6.77344ZM5.77344 9H6.77344L6.77344 30H5.77344H4.77344L4.77344 9H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 31L-6.4373e-05 21H11.5469L5.77344 31ZM4.77344 1C4.77344 0.447716 5.22115 0 5.77344 0C6.32572 0 6.77344 0.447716 6.77344 1H5.77344H4.77344ZM5.77344 22H4.77344L4.77344 1H5.77344H6.77344L6.77344 22H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">L'IA pour l'ITSM n\u00e9cessite-t-elle le remplacement de notre plateforme ITSM actuelle ? <\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1341\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1341\"><p>Non. Les capacit\u00e9s d&rsquo;IA sont int\u00e9gr\u00e9es \u00e0 votre plateforme existante ou ajout\u00e9es en compl\u00e9ment. Les principales plateformes ITSM, notamment HaloITSM, Freshservice et ServiceNow, disposent toutes de fonctionnalit\u00e9s d&rsquo;IA natives qui peuvent \u00eatre activ\u00e9es et configur\u00e9es au sein de votre environnement actuel. Les outils tiers tels qu&rsquo;AurionAI s&rsquo;int\u00e8grent via API et ne n\u00e9cessitent pas de remplacement de plateforme.   <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1342\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1342\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 0L11.5469 10H-6.62804e-05L5.77344 0ZM6.77344 30C6.77344 30.5523 6.32572 31 5.77344 31C5.22115 31 4.77344 30.5523 4.77344 30H5.77344H6.77344ZM5.77344 9H6.77344L6.77344 30H5.77344H4.77344L4.77344 9H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 31L-6.4373e-05 21H11.5469L5.77344 31ZM4.77344 1C4.77344 0.447716 5.22115 0 5.77344 0C6.32572 0 6.77344 0.447716 6.77344 1H5.77344H4.77344ZM5.77344 22H4.77344L4.77344 1H5.77344H6.77344L6.77344 22H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\"> Quels types de tickets sont les mieux adapt\u00e9s \u00e0 l'automatisation par IA ? <\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1342\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1342\"><p>Les tickets \u00e0 volume \u00e9lev\u00e9 et faible complexit\u00e9 avec des parcours de r\u00e9solution pr\u00e9visibles : r\u00e9initialisations de mots de passe, demandes d&rsquo;acc\u00e8s, installations de logiciels, modifications de configuration standard, r\u00e9solutions d&rsquo;erreurs connues. Ceux-ci repr\u00e9sentent g\u00e9n\u00e9ralement 40 \u00e0 60 % du volume de tickets L1 dans un service d&rsquo;assistance mature. Les tickets n\u00e9cessitant un jugement contextuel, une intervention physique ou des d\u00e9cisions sensibles ne sont pas adapt\u00e9s \u00e0 une automatisation compl\u00e8te.  <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1343\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-1343\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 0L11.5469 10H-6.62804e-05L5.77344 0ZM6.77344 30C6.77344 30.5523 6.32572 31 5.77344 31C5.22115 31 4.77344 30.5523 4.77344 30H5.77344H6.77344ZM5.77344 9H6.77344L6.77344 30H5.77344H4.77344L4.77344 9H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 31L-6.4373e-05 21H11.5469L5.77344 31ZM4.77344 1C4.77344 0.447716 5.22115 0 5.77344 0C6.32572 0 6.77344 0.447716 6.77344 1H5.77344H4.77344ZM5.77344 22H4.77344L4.77344 1H5.77344H6.77344L6.77344 22H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Combien de temps faut-il pour que les mod\u00e8les de classification par IA deviennent pr\u00e9cis ? <\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1343\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-1343\"><p>Les mod\u00e8les pr\u00eats \u00e0 l&#8217;emploi sont utilisables d\u00e8s le premier jour, mais s&rsquo;am\u00e9liorent consid\u00e9rablement au cours des 60 \u00e0 90 premiers jours \u00e0 mesure qu&rsquo;ils traitent les donn\u00e9es r\u00e9elles de tickets de votre environnement. La pr\u00e9cision est directement li\u00e9e \u00e0 la qualit\u00e9 et \u00e0 la coh\u00e9rence de vos donn\u00e9es historiques de tickets. Des donn\u00e9es historiques mal cat\u00e9goris\u00e9es produisent une faible pr\u00e9cision de classification initiale.  <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1344\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-1344\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 0L11.5469 10H-6.62804e-05L5.77344 0ZM6.77344 30C6.77344 30.5523 6.32572 31 5.77344 31C5.22115 31 4.77344 30.5523 4.77344 30H5.77344H6.77344ZM5.77344 9H6.77344L6.77344 30H5.77344H4.77344L4.77344 9H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 31L-6.4373e-05 21H11.5469L5.77344 31ZM4.77344 1C4.77344 0.447716 5.22115 0 5.77344 0C6.32572 0 6.77344 0.447716 6.77344 1H5.77344H4.77344ZM5.77344 22H4.77344L4.77344 1H5.77344H6.77344L6.77344 22H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Comment fonctionne la voix IA pour le support informatique ? <\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1344\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-1344\"><p>Un agent IA r\u00e9pond directement aux appels entrants, sans arborescence t\u00e9l\u00e9phonique et sans temps d&rsquo;attente. L&rsquo;appelant s&rsquo;exprime naturellement, l&rsquo;IA authentifie son identit\u00e9 \u00e0 l&rsquo;aide de son nom et de son identifiant de badge, comprend la demande et prend des mesures dans la plateforme ITSM : cr\u00e9ation d&rsquo;un ticket, v\u00e9rification du statut, r\u00e9initialisation d&rsquo;un mot de passe ou escalade vers un agent humain si n\u00e9cessaire. L&rsquo;int\u00e9gralit\u00e9 de l&rsquo;interaction est enregistr\u00e9e avec transcription, enregistrement et r\u00e9sultat de r\u00e9solution. AurionAI g\u00e8re cette capacit\u00e9 en 11 langues avec une latence de r\u00e9ponse inf\u00e9rieure \u00e0 une seconde.   <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1345\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-1345\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 0L11.5469 10H-6.62804e-05L5.77344 0ZM6.77344 30C6.77344 30.5523 6.32572 31 5.77344 31C5.22115 31 4.77344 30.5523 4.77344 30H5.77344H6.77344ZM5.77344 9H6.77344L6.77344 30H5.77344H4.77344L4.77344 9H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 31L-6.4373e-05 21H11.5469L5.77344 31ZM4.77344 1C4.77344 0.447716 5.22115 0 5.77344 0C6.32572 0 6.77344 0.447716 6.77344 1H5.77344H4.77344ZM5.77344 22H4.77344L4.77344 1H5.77344H6.77344L6.77344 22H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">L'IA peut-elle remplacer les analystes du service d'assistance L1 ? <\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1345\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-1345\"><p>L&rsquo;IA peut traiter de mani\u00e8re autonome une part importante du volume de tickets L1. Elle ne remplace pas le jugement, les comp\u00e9tences en communication et la conscience contextuelle que les analystes apportent aux interactions complexes ou sensibles. Le r\u00e9sultat r\u00e9aliste d&rsquo;une int\u00e9gration d&rsquo;IA bien mise en \u0153uvre est que les analystes consacrent moins de temps aux t\u00e2ches r\u00e9p\u00e9titives et davantage de temps au travail n\u00e9cessitant un jugement humain, ce qui am\u00e9liore \u00e0 la fois la qualit\u00e9 du service et la satisfaction professionnelle.  <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1346\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-1346\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 0L11.5469 10H-6.62804e-05L5.77344 0ZM6.77344 30C6.77344 30.5523 6.32572 31 5.77344 31C5.22115 31 4.77344 30.5523 4.77344 30H5.77344H6.77344ZM5.77344 9H6.77344L6.77344 30H5.77344H4.77344L4.77344 9H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 31L-6.4373e-05 21H11.5469L5.77344 31ZM4.77344 1C4.77344 0.447716 5.22115 0 5.77344 0C6.32572 0 6.77344 0.447716 6.77344 1H5.77344H4.77344ZM5.77344 22H4.77344L4.77344 1H5.77344H6.77344L6.77344 22H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Quel est le risque de classifications ou de r\u00e9ponses automatis\u00e9es incorrectes par l'IA ? <\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1346\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-1346\"><p>Chaque int\u00e9gration d&rsquo;IA doit inclure des boucles de r\u00e9vision humaine, en particulier pendant la phase de d\u00e9ploiement initiale. Les tickets mal class\u00e9s achemin\u00e9s vers la mauvaise \u00e9quipe et les r\u00e9ponses automatis\u00e9es incorrectes qui d\u00e9sorientent les utilisateurs constituent les principales cat\u00e9gories de risques. Ces risques sont g\u00e9r\u00e9s par des r\u00e8gles d&rsquo;escalade, des seuils de confiance en dessous desquels l&rsquo;IA s&rsquo;en remet \u00e0 un humain, et des cycles d&rsquo;audit r\u00e9guliers sur la qualit\u00e9 des r\u00e9sultats de l&rsquo;IA.  <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-1347\" class=\"elementor-tab-title\" data-tab=\"7\" role=\"button\" aria-controls=\"elementor-tab-content-1347\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 0L11.5469 10H-6.62804e-05L5.77344 0ZM6.77344 30C6.77344 30.5523 6.32572 31 5.77344 31C5.22115 31 4.77344 30.5523 4.77344 30H5.77344H6.77344ZM5.77344 9H6.77344L6.77344 30H5.77344H4.77344L4.77344 9H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"31\" viewBox=\"0 0 12 31\" fill=\"none\"><path d=\"M5.77344 31L-6.4373e-05 21H11.5469L5.77344 31ZM4.77344 1C4.77344 0.447716 5.22115 0 5.77344 0C6.32572 0 6.77344 0.447716 6.77344 1H5.77344H4.77344ZM5.77344 22H4.77344L4.77344 1H5.77344H6.77344L6.77344 22H5.77344Z\" fill=\"#3645CA\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Comment l'IA s'int\u00e8gre-t-elle \u00e0 la CMDB ? <\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-1347\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"7\" role=\"region\" aria-labelledby=\"elementor-tab-title-1347\"><p>La <a href=\"\/cmdb\/\">CMDB<\/a> fournit les donn\u00e9es de service et de configuration que l&rsquo;IA utilise pour la corr\u00e9lation des incidents, l&rsquo;analyse d&rsquo;impact des changements et l&rsquo;identification des causes racines. Un mod\u00e8le d&rsquo;IA ayant acc\u00e8s \u00e0 des relations CMDB pr\u00e9cises peut d\u00e9tecter que trois incidents distincts affectent des CI dans la m\u00eame cha\u00eene de d\u00e9pendances et signaler un incident majeur potentiel avant qu&rsquo;un ing\u00e9nieur n&rsquo;ait \u00e9tabli le lien. Sans int\u00e9gration CMDB, l&rsquo;IA fonctionne uniquement sur les donn\u00e9es de tickets et manque le contexte d&rsquo;infrastructure.  <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bac2b13 next-step e-flex e-con-boxed e-con e-parent\" data-id=\"bac2b13\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e1d3ed8 semi-bold elementor-widget elementor-widget-heading\" data-id=\"e1d3ed8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Pr\u00eat \u00e0 int\u00e9grer l'IA dans <strong>votre environnement ITSM ?<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c7de413 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"c7de413\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fbf4143 semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"fbf4143\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tQue vous souhaitiez automatiser la gestion des tickets de niveau 1, ajouter une voix IA \u00e0 votre centre de services ou \u00e9valuer les capacit\u00e9s d\u2019IA<br>que votre environnement actuel peut prendre en charge, nos consultants certifi\u00e9s ITIL v4 examineront votre configuration et<br>\u00e9laboreront un plan d\u2019int\u00e9gration r\u00e9aliste.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9cbc8d3 elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"9cbc8d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_blox_btn_group.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Button Group -->\n\n<style>\/* widget: Button Group *\/\n\n#uc_blox_btn_group_elementor_9cbc8d3\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_9cbc8d3 a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_9cbc8d3 .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_9cbc8d3 .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_9cbc8d3 .blox_btn_group_inner .ue-btn-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n<\/style>\n\n<div id=\"uc_blox_btn_group_elementor_9cbc8d3\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-691faae \" href=\"https:\/\/www.smcconsulting.be\/fr\/reserver-une-reunion\/\" id=\"uc_blox_btn_group_elementor_9cbc8d3_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">R\u00e9server une r\u00e9union <\/div>\n  <\/div>\n<\/a>\n\n  \n\n\n<\/div>\n<!-- end Button Group -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>SMC Consulting met en \u0153uvre l&rsquo;IA pour l&rsquo;ITSM : triage intelligent, r\u00e9solution automatis\u00e9e et assistance vocale IA pour r\u00e9duire le volume de tickets et am\u00e9liorer la conformit\u00e9 aux SLA.<\/p>\n","protected":false},"author":2,"featured_media":81046,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_eb_attr":"","footnotes":""},"class_list":["post-41107","page","type-page","status-publish","has-post-thumbnail","hentry"],"_wp_attached_file":null,"_wp_attachment_metadata":null,"_wp_attachment_image_alt":null,"tiny_compress_images":null,"image_optimizer_metadata":null,"_elementor_inline_svg":null,"_elementor_source_image_hash":null,"_wp_attachment_backup_sizes":null,"_elementor_is_screenshot":null,"_source_url":null,"_customize_restore_dismissed":null,"_elementor_source":null,"_elementor_screenshot":null,"_elementor_location":null,"_elementor_priority":null,"_elementor_code":null,"_elementor_extra_options":null,"_menu_item_type":null,"_menu_item_menu_item_parent":null,"_menu_item_object_id":null,"_menu_item_object":null,"_menu_item_target":null,"_menu_item_classes":null,"_menu_item_xfn":null,"_menu_item_url":null,"_yoast_wpseo_meta-robots-noindex":null,"_yoast_wpseo_meta-robots-nofollow":null,"_yoast_wpseo_is_cornerstone":null,"_yoast_wpseo_schema_page_type":null,"_yoast_wpseo_schema_article_type":null,"_yoast_wpseo_twitter-image":"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2025\/10\/AI-for-ITSM-952x1024.webp","_yoast_wpseo_twitter-image-id":null,"_oembed_4e40b8f795b4bd64c1711346bd5a6cd2":null,"popup_title":null,"enabled":null,"popup_settings":null,"data_version":null,"popup_open_count":null,"popup_conversion_count":null,"popup_open_count_total":null,"popup_last_opened":null,"_pum_built_in":null,"_pum_default_theme":null,"popup_theme_data_version":null,"popup_theme_settings":null,"_yoast_wpseo_primary_category":null,"_wpb_vc_js_status":null,"_dt_sidebar_position":null,"_dt_sidebar_widgetarea_id":null,"_dt_sidebar_hide_on_mobile":null,"_dt_footer_show":null,"_dt_footer_widgetarea_id":null,"_dt_footer_hide_on_mobile":null,"_dt_header_title":null,"_dt_header_background":null,"_dt_header_background_below_slideshow":null,"_dt_header_transparent_bg_color":null,"_dt_header_transparent_bg_opacity":null,"_dt_header_transparent_bg_color_scheme":null,"_dt_post_options_back_button":null,"_dt_post_options_hide_thumbnail":null,"_dt_post_options_related_mode":null,"_dt_post_options_preview":null,"_dt_post_options_related_categories":null,"_dt_header_disabled_background":null,"_dt_header_disabled_transparent_bg_color":null,"_dt_header_disabled_transparent_bg_opacity":null,"_dt_header_disabled_transparent_bg_color_scheme":null,"_dt_header_transparent_top_bar_bg_color":null,"_dt_header_transparent_top_bar_bg_opacity":null,"_dt_header_disabled_transparent_top_bar_bg_color":null,"_dt_header_disabled_transparent_top_bar_bg_opacity":null,"_dt_page_overrides_top_margin":null,"_dt_page_overrides_bottom_margin":null,"_dt_page_overrides_right_margin":null,"_dt_page_overrides_left_margin":null,"_dt_mobile_page_padding_top":null,"_dt_mobile_page_padding_right":null,"_dt_mobile_page_padding_bottom":null,"_dt_mobile_page_padding_left":null,"inline_featured_image":null,"_dt_microsite_primary_menu":null,"_dt_microsite_split_left_menu":null,"_dt_microsite_split_right_menu":null,"_dt_microsite_mobile_menu":null,"the7_shortcodes_dynamic_css":null,"_oembed_53fe0466b99fb8c537a3e7675fff29b1":null,"_wpb_shortcodes_custom_css":null,"_wpb_shortcodes_custom_css_updated":null,"_oembed_962f49c37c23c82cc3e7792d0a2c55ff":null,"_oembed_time_962f49c37c23c82cc3e7792d0a2c55ff":null,"_oembed_0adc3375c397b53b4ef1adf0b6350f14":null,"_oembed_time_0adc3375c397b53b4ef1adf0b6350f14":null,"_yoast_wpseo_opengraph-image":"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2025\/10\/AI-for-ITSM-279x300.webp","_yoast_wpseo_opengraph-image-id":null,"tpg-post-view-count":null,"_wp_desired_post_slug":null,"Freshservice Support : Optimisez votre ITSM %%page%% %%sep%% %%sitename%%":null,"Freshservice Support":null,"D\u00e9couvrez Freshservice, solution int\u00e9gr\u00e9e pour un support ITSM efficace. Essayez-le et am\u00e9liorez vos services IT d\u00e8s maintenant !":null,"_wp_old_slug":null,"_edit_lock":"1766249495:11","_eael_post_view_count":"756","_wp_trash_meta_status":null,"_wp_trash_meta_time":null,"_elementor_template_type":"wp-page","_elementor_edit_mode":"builder","_elementor_version":"3.35.8","_elementor_pro_version":"3.33.2","_wp_page_template":"default","_elementor_page_settings":{"eael_ext_toc_title":"Table of Contents","custom_css":"#flip-box a {\r\n    color: #192BC2;\r\nfont-weight:600;\r\n}\r\n\r\n#flip-box a:hover {\r\n    color: #4399A9;\r\nfont-weight:600;\r\n}\r\n#flip-box img.attachment-full.size-full {\r\n    margin: 0 auto;\r\n}\r\n#flip-box {\r\n    background: linear-gradient(90deg, #4D91EA 0%, #58EEF4 12.98%, #25C16F 26.44%, #F0C45A 53.85%, #F74C3D 76.44%, #8E1FDC 100%);\r\n    padding: 2px;\r\n    border-radius: 23px !important;\r\n}\r\n #flip-box .elementor-widget-container {\r\n  background: #fff;\r\n  border-radius: 21px !important;\r\n}\r\n#flip-box 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