{"id":82651,"date":"2026-03-27T06:16:13","date_gmt":"2026-03-27T05:16:13","guid":{"rendered":"https:\/\/www.smcconsulting.be\/gestion-des-incidents-haloitsm\/"},"modified":"2026-04-10T15:05:58","modified_gmt":"2026-04-10T13:05:58","slug":"gestion-des-incidents-haloitsm","status":"publish","type":"page","link":"https:\/\/www.smcconsulting.be\/fr\/gestion-des-incidents-haloitsm\/","title":{"rendered":"Gestion des incidents HaloITSM"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"82651\" class=\"elementor elementor-82651 elementor-82649\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7b09247 e-flex e-con-boxed e-con e-parent\" data-id=\"7b09247\" 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-29fbf97 elementor-widget elementor-widget-heading\" data-id=\"29fbf97\" 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\">Gestion des incidents HaloITSM :<\/span> <br>Configuration align\u00e9e sur ITIL 4 pour une r\u00e9solution plus rapide<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a36c9b4 elementor-widget__width-initial link-border elementor-widget elementor-widget-text-editor\" data-id=\"a36c9b4\" 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 incidents non r\u00e9solus font perdre du temps, \u00e9rodent la confiance des utilisateurs et augmentent l\u2019exposition aux SLA. SMC Consulting configure <a href=\"https:\/\/www.smcconsulting.be\/fr\/haloitsm-outil-de-gestion-des-services-informatiques\/\"><strong>HaloITSM<\/strong><\/a> pour la gestion des incidents avec un mod\u00e8le op\u00e9rationnel align\u00e9 sur ITIL 4, un triage automatis\u00e9, un suivi des SLA bas\u00e9 sur les priorit\u00e9s et des int\u00e9grations qui permettent aux agents et aux utilisateurs de rester dans le flux. <\/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-3c7a76b elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"3c7a76b\" 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 page explique ce qu&rsquo;est la gestion des incidents dans l&rsquo;ITSM, pourquoi HaloITSM est une plateforme solide pour cela, comment le cycle de vie des incidents fonctionne au sein de HaloITSM, quelles int\u00e9grations r\u00e9duisent le temps de restauration, quels KPI sont importants, et comment SMC Consulting met en \u0153uvre la gestion des incidents en Belgique, en France, au Luxembourg et en Suisse.<\/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-94687ea e-con-full e-flex e-con e-child\" data-id=\"94687ea\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-ae53e1b e-con-full e-flex e-con e-child\" data-id=\"ae53e1b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5c59b0f elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"5c59b0f\" 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_5c59b0f\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_5c59b0f a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_5c59b0f .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_5c59b0f .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_5c59b0f .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_5c59b0f\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-691faae \" href=\"https:\/\/www.smcconsulting.be\/fr\/contactez-nous\/\" id=\"uc_blox_btn_group_elementor_5c59b0f_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">R\u00e9server une d\u00e9monstration en direct <\/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<div class=\"elementor-element elementor-element-9f1a058 e-con-full e-flex e-con e-child\" data-id=\"9f1a058\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-71c8f0a elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"71c8f0a\" 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_71c8f0a\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_71c8f0a a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_71c8f0a .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_71c8f0a .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_71c8f0a .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_71c8f0a\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-691faae \" href=\"https:\/\/www.smcconsulting.be\/fr\/tarification-haloitsm\/\" id=\"uc_blox_btn_group_elementor_71c8f0a_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">Obtenir les tarifs et le calendrier<\/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<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e42b500 e-flex e-con-boxed e-con e-parent\" data-id=\"e42b500\" 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-2bee10f e-transform elementor-widget elementor-widget-image\" data-id=\"2bee10f\" 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-3769f32 semi-bold elementor-widget elementor-widget-heading\" data-id=\"3769f32\" 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\">Qu'est-ce que la <strong>gestion des incidents en 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-c558a3d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"c558a3d\" 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-f19441f elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"f19441f\" 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>La gestion des incidents est la pratique ITSM consistant \u00e0 d\u00e9tecter, enregistrer, prioriser et r\u00e9soudre les interruptions de service impr\u00e9vues dans le but de r\u00e9tablir le service normal le plus rapidement possible et de minimiser l&rsquo;impact sur l&rsquo;entreprise. Dans ITIL 4, la gestion des incidents est une pratique fondamentale car elle fa\u00e7onne directement l&rsquo;exp\u00e9rience de l&rsquo;utilisateur final, la disponibilit\u00e9 des services et le risque op\u00e9rationnel. <\/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-9968dc7 elementor-widget elementor-widget-text-editor\" data-id=\"9968dc7\" 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>Une gestion efficace des incidents n\u00e9cessite plus qu&rsquo;un simple outil de billetterie. Elle requiert un mod\u00e8le op\u00e9rationnel coh\u00e9rent : <\/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-4392142 e-con-full e-flex e-con e-child\" data-id=\"4392142\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-a22b6b4 e-con-full box-border e-flex e-con e-child\" data-id=\"a22b6b4\" 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-7a36f1b 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=\"7a36f1b\" 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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Une matrice de priorisation refl\u00e9tant la criticit\u00e9 m\u00e9tier<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Des r\u00e8gles claires de responsabilit\u00e9 et un p\u00e9rim\u00e8tre d\u00e9fini des groupes 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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Des objectifs de SLA avec escalade avant d\u00e9passement<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Une cat\u00e9gorisation standardis\u00e9e facilitant le reporting et l\u2019am\u00e9lioration continue<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Des pratiques de gestion des connaissances \u00e9vitant aux agents de r\u00e9soudre \u00e0 r\u00e9p\u00e9tition le m\u00eame incident<\/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-b1d42e4 e-con-full e-flex e-con e-child\" data-id=\"b1d42e4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-17a260a elementor-widget elementor-widget-image\" data-id=\"17a260a\" 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=\"640\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-in-ITSM.jpg\" class=\"attachment-full size-full wp-image-82748\" alt=\"Gestion des incidents ITIL\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-in-ITSM.jpg 1180w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-in-ITSM-300x163.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-in-ITSM-1024x555.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-in-ITSM-768x417.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\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da2b577 elementor-widget__width-initial link-border elementor-widget elementor-widget-text-editor\" data-id=\"da2b577\" 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>Sans ces fondations, les files d&rsquo;attente d&rsquo;incidents deviennent un bruit r\u00e9actif : volume \u00e9lev\u00e9, erreurs d&rsquo;acheminement, travail r\u00e9p\u00e9t\u00e9, non-respect des SLA et faible visibilit\u00e9 sur ce qui \u00e9choue r\u00e9ellement. SMC con\u00e7oit ces fondations en utilisant des <a href=\"https:\/\/www.smcconsulting.be\/fr\/ingenieurs-certifies-itil-v4-de-smc-consulting-conseil-et-mise-en-oeuvre-itsm\/\"><strong>ing\u00e9nieurs certifi\u00e9s ITIL v4<\/strong><\/a> avant de configurer les flux de travail d&rsquo;incidents dans HaloITSM. <\/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-07d612b link-border elementor-widget elementor-widget-text-editor\" data-id=\"07d612b\" 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>Articles connexes : <a href=\"https:\/\/www.smcconsulting.be\/fr\/gestion-des-services-informatiques\/\">ITSM et gestion des services informatiques<\/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-de81693 e-flex e-con-boxed e-con e-parent\" data-id=\"de81693\" 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-770ea43 e-con-full e-flex e-con e-child\" data-id=\"770ea43\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5137f09 elementor-widget elementor-widget-heading\" data-id=\"5137f09\" 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\">Pourquoi utiliser HaloITSM pour <strong>la gestion des incidents ?<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25b001b elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"25b001b\" 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-67ed1c3 elementor-widget elementor-widget-text-editor\" data-id=\"67ed1c3\" 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>HaloITSM est con\u00e7u pour prendre en charge les op\u00e9rations de service align\u00e9es sur ITIL tout en restant suffisamment configurable pour correspondre \u00e0 vos processus r\u00e9els. Pour la gestion des incidents, HaloITSM combine un contr\u00f4le structur\u00e9 (SLA, escalades, auditabilit\u00e9) avec une convivialit\u00e9 pratique (saisie rapide, routage, suggestions de connaissances, exp\u00e9rience Teams). <\/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-351c2b3 e-con-full e-flex e-con e-child\" data-id=\"351c2b3\" 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-229ab8a elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"229ab8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"80\" height=\"80\" viewBox=\"0 0 80 80\" fill=\"none\"><circle cx=\"40\" cy=\"40\" r=\"40\" fill=\"#FFF06D\"><\/circle><path d=\"M33.0965 53.88C30.9938 53.88 29.0938 53.31 27.3965 52.17C25.6991 51.03 24.3438 49.4213 23.3305 47.344C22.3425 45.2667 21.8485 42.8473 21.8485 40.086C21.8485 37.3247 22.3425 34.918 23.3305 32.866C24.3185 30.814 25.6485 29.218 27.3205 28.078C29.0178 26.938 30.9051 26.368 32.9825 26.368C35.1105 26.368 37.0105 26.938 38.6825 28.078C40.3798 29.218 41.7225 30.8267 42.7105 32.904C43.6985 34.956 44.1925 37.3753 44.1925 40.162C44.1925 42.9233 43.6985 45.3427 42.7105 47.42C41.7225 49.472 40.3925 51.068 38.7205 52.208C37.0485 53.3227 35.1738 53.88 33.0965 53.88ZM33.0205 49.206C34.2365 49.206 35.2878 48.864 36.1745 48.18C37.0611 47.496 37.7451 46.4827 38.2265 45.14C38.7331 43.7973 38.9865 42.1253 38.9865 40.124C38.9865 38.1227 38.7331 36.4507 38.2265 35.108C37.7451 33.7653 37.0485 32.7647 36.1365 32.106C35.2498 31.422 34.1985 31.08 32.9825 31.08C31.7918 31.08 30.7531 31.422 29.8665 32.106C28.9798 32.7647 28.2831 33.7653 27.7765 35.108C27.2951 36.4253 27.0545 38.0847 27.0545 40.086C27.0545 42.1127 27.2951 43.7973 27.7765 45.14C28.2831 46.4827 28.9798 47.496 29.8665 48.18C30.7531 48.864 31.8045 49.206 33.0205 49.206ZM51.6844 53.5V26.786H56.7764V53.5H51.6844ZM46.4404 31.27V26.786H56.3964V31.27H46.4404Z\" fill=\"black\"><\/path><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tSaisie rapide des incidents via e-mail, portail, Teams et API\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\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-c69935b elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"c69935b\" 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-4391655 box-link elementor-widget elementor-widget-text-editor\" data-id=\"4391655\" 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 incidents peuvent \u00eatre signal\u00e9s par e-mail, via le portail en libre-service, Microsoft Teams ou une API. La saisie peut \u00eatre standardis\u00e9e \u00e0 l\u2019aide de formulaires, de champs obligatoires et d\u2019une cartographie du catalogue de services, afin que le premier enregistrement du ticket soit exploitable pour le triage, le reporting et les flux de travail en aval. <\/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-519d882 link-border elementor-widget elementor-widget-text-editor\" data-id=\"519d882\" 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>Si vous ex\u00e9cutez des automatisations sur plusieurs outils, SMC peut \u00e9galement connecter HaloITSM en utilisant les <a href=\"https:\/\/www.smcconsulting.be\/fr\/partenaire-certifie-make\/\"><strong>services partenaires Make<\/strong><\/a> pour des mod\u00e8les d\u2019int\u00e9gration sans code.<\/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-13a22c3 e-con-full e-flex e-con e-child\" data-id=\"13a22c3\" 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-bfa56c0 elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"bfa56c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"80\" height=\"80\" viewBox=\"0 0 80 80\" fill=\"none\"><circle cx=\"40\" cy=\"40\" r=\"40\" fill=\"#FFF06D\"><\/circle><path d=\"M29.5711 53.88C27.4684 53.88 25.5684 53.31 23.8711 52.17C22.1737 51.03 20.8184 49.4213 19.8051 47.344C18.8171 45.2667 18.3231 42.8473 18.3231 40.086C18.3231 37.3247 18.8171 34.918 19.8051 32.866C20.7931 30.814 22.1231 29.218 23.7951 28.078C25.4924 26.938 27.3797 26.368 29.4571 26.368C31.5851 26.368 33.4851 26.938 35.1571 28.078C36.8544 29.218 38.1971 30.8267 39.1851 32.904C40.1731 34.956 40.6671 37.3753 40.6671 40.162C40.6671 42.9233 40.1731 45.3427 39.1851 47.42C38.1971 49.472 36.8671 51.068 35.1951 52.208C33.5231 53.3227 31.6484 53.88 29.5711 53.88ZM29.4951 49.206C30.7111 49.206 31.7624 48.864 32.6491 48.18C33.5357 47.496 34.2197 46.4827 34.7011 45.14C35.2077 43.7973 35.4611 42.1253 35.4611 40.124C35.4611 38.1227 35.2077 36.4507 34.7011 35.108C34.2197 33.7653 33.5231 32.7647 32.6111 32.106C31.7244 31.422 30.6731 31.08 29.4571 31.08C28.2664 31.08 27.2277 31.422 26.3411 32.106C25.4544 32.7647 24.7577 33.7653 24.2511 35.108C23.7697 36.4253 23.5291 38.0847 23.5291 40.086C23.5291 42.1127 23.7697 43.7973 24.2511 45.14C24.7577 46.4827 25.4544 47.496 26.3411 48.18C27.2277 48.864 28.2791 49.206 29.4951 49.206ZM43.029 50.536L53.099 40.01C53.8083 39.25 54.3783 38.5787 54.809 37.996C55.265 37.388 55.5943 36.818 55.797 36.286C55.9997 35.7287 56.101 35.1713 56.101 34.614C56.101 33.4993 55.7337 32.6253 54.999 31.992C54.2897 31.3587 53.365 31.042 52.225 31.042C51.0597 31.042 50.021 31.346 49.109 31.954C48.2223 32.562 47.3863 33.5247 46.601 34.842L43.067 31.84C44.131 30.0413 45.4483 28.686 47.019 27.774C48.615 26.8367 50.439 26.368 52.491 26.368C54.239 26.368 55.759 26.71 57.051 27.394C58.3683 28.078 59.3817 29.028 60.091 30.244C60.8003 31.46 61.155 32.8787 61.155 34.5C61.155 35.5893 61.0157 36.5773 60.737 37.464C60.4837 38.3507 60.0403 39.2373 59.407 40.124C58.799 40.9853 57.9503 41.9607 56.861 43.05L49.527 50.536H43.029ZM43.029 53.5V50.536L47.437 49.016H61.725V53.5H43.029Z\" fill=\"black\"><\/path><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tTriage et affectation automatis\u00e9s bas\u00e9s sur votre mod\u00e8le op\u00e9rationnel\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\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-00fa845 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"00fa845\" 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-109ad75 link-border elementor-widget elementor-widget-text-editor\" data-id=\"109ad75\" 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>HaloITSM peut acheminer les incidents en utilisant des cat\u00e9gories, des services affect\u00e9s, des attributs utilisateur et des r\u00e8gles de politique. L&rsquo;objectif est de r\u00e9duire les erreurs d&rsquo;acheminement et le triage manuel afin que les tickets parviennent rapidement \u00e0 la bonne \u00e9quipe. Pour les organisations adoptant \u00e9galement des fonctionnalit\u00e9s d&rsquo;IA, consultez <a href=\"\/ai-itsm-halo-itsm\/\"><strong>l&rsquo;IA pour l&rsquo;ITSM avec HaloITSM.<\/strong><\/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<div class=\"elementor-element elementor-element-f16b1a3 e-con-full e-flex e-con e-child\" data-id=\"f16b1a3\" 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-e7ac639 elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"e7ac639\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"80\" height=\"80\" viewBox=\"0 0 80 80\" fill=\"none\"><circle cx=\"40\" cy=\"40\" r=\"40\" fill=\"#FFF06D\"><\/circle><path d=\"M29.6267 53.88C27.5241 53.88 25.6241 53.31 23.9267 52.17C22.2294 51.03 20.8741 49.4213 19.8607 47.344C18.8727 45.2667 18.3787 42.8473 18.3787 40.086C18.3787 37.3247 18.8727 34.918 19.8607 32.866C20.8487 30.814 22.1787 29.218 23.8507 28.078C25.5481 26.938 27.4354 26.368 29.5127 26.368C31.6407 26.368 33.5407 26.938 35.2127 28.078C36.9101 29.218 38.2527 30.8267 39.2407 32.904C40.2287 34.956 40.7227 37.3753 40.7227 40.162C40.7227 42.9233 40.2287 45.3427 39.2407 47.42C38.2527 49.472 36.9227 51.068 35.2507 52.208C33.5787 53.3227 31.7041 53.88 29.6267 53.88ZM29.5507 49.206C30.7667 49.206 31.8181 48.864 32.7047 48.18C33.5914 47.496 34.2754 46.4827 34.7567 45.14C35.2634 43.7973 35.5167 42.1253 35.5167 40.124C35.5167 38.1227 35.2634 36.4507 34.7567 35.108C34.2754 33.7653 33.5787 32.7647 32.6667 32.106C31.7801 31.422 30.7287 31.08 29.5127 31.08C28.3221 31.08 27.2834 31.422 26.3967 32.106C25.5101 32.7647 24.8134 33.7653 24.3067 35.108C23.8254 36.4253 23.5847 38.0847 23.5847 40.086C23.5847 42.1127 23.8254 43.7973 24.3067 45.14C24.8134 46.4827 25.5101 47.496 26.3967 48.18C27.2834 48.864 28.3347 49.206 29.5507 49.206ZM51.5587 53.88C49.76 53.88 48.1133 53.5633 46.6187 52.93C45.124 52.2713 43.87 51.334 42.8567 50.118L46.2767 46.736C46.7833 47.496 47.5053 48.104 48.4427 48.56C49.38 49.016 50.3933 49.244 51.4827 49.244C52.496 49.244 53.37 49.0667 54.1047 48.712C54.8393 48.332 55.4093 47.8127 55.8147 47.154C56.2453 46.47 56.4607 45.6847 56.4607 44.798C56.4607 43.8607 56.2453 43.0627 55.8147 42.404C55.4093 41.7453 54.814 41.2387 54.0287 40.884C53.2433 40.5293 52.306 40.352 51.2167 40.352C50.7353 40.352 50.2413 40.39 49.7347 40.466C49.228 40.5167 48.7973 40.6053 48.4427 40.732L50.7227 37.844C51.356 37.6413 51.9767 37.4767 52.5847 37.35C53.218 37.198 53.8007 37.122 54.3327 37.122C55.7007 37.122 56.9293 37.4513 58.0187 38.11C59.1333 38.7433 60.0073 39.6553 60.6407 40.846C61.2993 42.0113 61.6287 43.392 61.6287 44.988C61.6287 46.7613 61.2107 48.3193 60.3747 49.662C59.5387 50.9793 58.3607 52.018 56.8407 52.778C55.346 53.5127 53.5853 53.88 51.5587 53.88ZM48.4427 40.732V37.768L55.2827 29.826L61.2107 29.75L54.1427 37.844L48.4427 40.732ZM44.3387 31.27V26.786H61.2107V29.75L56.9927 31.27H44.3387Z\" fill=\"black\"><\/path><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tSuivi des SLA avec escalade avant d\u00e9passement\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\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-e7831dd elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"e7831dd\" 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-91086d1 box-link elementor-widget elementor-widget-text-editor\" data-id=\"91086d1\" 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 compteurs SLA d\u00e9marrent d\u00e8s qu&rsquo;un incident est enregistr\u00e9. HaloITSM prend en charge les objectifs de r\u00e9ponse et de r\u00e9solution bas\u00e9s sur la priorit\u00e9 et peut d\u00e9clencher des escalades tant qu&rsquo;il est encore temps d&rsquo;agir. Cela favorise des am\u00e9liorations mesurables en mati\u00e8re de r\u00e9activit\u00e9 et de conformit\u00e9 aux SLA.  <\/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-7af1922 e-con-full e-flex e-con e-child\" data-id=\"7af1922\" 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-116e9b3 elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"116e9b3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"80\" height=\"80\" viewBox=\"0 0 80 80\" fill=\"none\"><circle cx=\"40\" cy=\"40\" r=\"40\" fill=\"#FFF06D\"><\/circle><path d=\"M28.6062 53.88C26.5036 53.88 24.6036 53.31 22.9062 52.17C21.2089 51.03 19.8536 49.4213 18.8402 47.344C17.8522 45.2667 17.3582 42.8473 17.3582 40.086C17.3582 37.3247 17.8522 34.918 18.8402 32.866C19.8282 30.814 21.1582 29.218 22.8302 28.078C24.5276 26.938 26.4149 26.368 28.4922 26.368C30.6202 26.368 32.5202 26.938 34.1922 28.078C35.8896 29.218 37.2322 30.8267 38.2202 32.904C39.2082 34.956 39.7022 37.3753 39.7022 40.162C39.7022 42.9233 39.2082 45.3427 38.2202 47.42C37.2322 49.472 35.9022 51.068 34.2302 52.208C32.5582 53.3227 30.6836 53.88 28.6062 53.88ZM28.5302 49.206C29.7462 49.206 30.7976 48.864 31.6842 48.18C32.5709 47.496 33.2549 46.4827 33.7362 45.14C34.2429 43.7973 34.4962 42.1253 34.4962 40.124C34.4962 38.1227 34.2429 36.4507 33.7362 35.108C33.2549 33.7653 32.5582 32.7647 31.6462 32.106C30.7596 31.422 29.7082 31.08 28.4922 31.08C27.3016 31.08 26.2629 31.422 25.3762 32.106C24.4896 32.7647 23.7929 33.7653 23.2862 35.108C22.8049 36.4253 22.5642 38.0847 22.5642 40.086C22.5642 42.1127 22.8049 43.7973 23.2862 45.14C23.7929 46.4827 24.4896 47.496 25.3762 48.18C26.2629 48.864 27.3142 49.206 28.5302 49.206ZM42.0262 44.076L51.1462 26.786H56.8462L47.4982 44.076H42.0262ZM42.0262 47.116V44.076L43.9262 42.594H63.0782V47.116H42.0262ZM54.6422 53.5V36.476H59.7342V53.5H54.6422Z\" fill=\"black\"><\/path><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tR\u00e9solution bas\u00e9e sur les connaissances pour une meilleure r\u00e9solution au premier contact\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\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-b5b567c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"b5b567c\" 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-960a16e link-border elementor-widget elementor-widget-text-editor\" data-id=\"960a16e\" 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>HaloITSM peut pr\u00e9senter du contenu de connaissances pertinent aux agents pendant l&rsquo;enqu\u00eate et aux utilisateurs lors de la saisie en libre-service, r\u00e9duisant ainsi le travail r\u00e9p\u00e9titif et am\u00e9liorant la r\u00e9solution au premier contact. SMC configure les pratiques de gestion des connaissances dans le cadre de la <a href=\"https:\/\/www.smcconsulting.be\/fr\/portail-libre-service\/\"><strong>base de connaissances et du libre-service HaloITSM.<\/strong><\/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<div class=\"elementor-element elementor-element-09c814f e-con-full e-flex e-con e-child\" data-id=\"09c814f\" 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-ff76119 elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"ff76119\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"80\" height=\"80\" viewBox=\"0 0 80 80\" fill=\"none\"><circle cx=\"40\" cy=\"40\" r=\"40\" fill=\"#FFF06D\"><\/circle><path d=\"M30.0711 53.88C27.9684 53.88 26.0684 53.31 24.3711 52.17C22.6737 51.03 21.3184 49.4213 20.3051 47.344C19.3171 45.2667 18.8231 42.8473 18.8231 40.086C18.8231 37.3247 19.3171 34.918 20.3051 32.866C21.2931 30.814 22.6231 29.218 24.2951 28.078C25.9924 26.938 27.8797 26.368 29.9571 26.368C32.0851 26.368 33.9851 26.938 35.6571 28.078C37.3544 29.218 38.6971 30.8267 39.6851 32.904C40.6731 34.956 41.1671 37.3753 41.1671 40.162C41.1671 42.9233 40.6731 45.3427 39.6851 47.42C38.6971 49.472 37.3671 51.068 35.6951 52.208C34.0231 53.3227 32.1484 53.88 30.0711 53.88ZM29.9951 49.206C31.2111 49.206 32.2624 48.864 33.1491 48.18C34.0357 47.496 34.7197 46.4827 35.2011 45.14C35.7077 43.7973 35.9611 42.1253 35.9611 40.124C35.9611 38.1227 35.7077 36.4507 35.2011 35.108C34.7197 33.7653 34.0231 32.7647 33.1111 32.106C32.2244 31.422 31.1731 31.08 29.9571 31.08C28.7664 31.08 27.7277 31.422 26.8411 32.106C25.9544 32.7647 25.2577 33.7653 24.7511 35.108C24.2697 36.4253 24.0291 38.0847 24.0291 40.086C24.0291 42.1127 24.2697 43.7973 24.7511 45.14C25.2577 46.4827 25.9544 47.496 26.8411 48.18C27.7277 48.864 28.7791 49.206 29.9951 49.206ZM52.041 53.88C50.1917 53.88 48.507 53.5633 46.987 52.93C45.467 52.2713 44.2003 51.334 43.187 50.118L46.607 46.736C47.1137 47.496 47.8357 48.104 48.773 48.56C49.7357 49.016 50.787 49.244 51.927 49.244C52.9657 49.244 53.865 49.054 54.625 48.674C55.4103 48.294 56.0183 47.762 56.449 47.078C56.905 46.3687 57.133 45.5453 57.133 44.608C57.133 43.62 56.905 42.784 56.449 42.1C56.0183 41.416 55.4357 40.8967 54.701 40.542C53.9663 40.1873 53.143 40.01 52.231 40.01C51.2683 40.01 50.3943 40.1367 49.609 40.39C48.849 40.618 48.1143 40.998 47.405 41.53L47.709 38.262C48.1903 37.7553 48.697 37.35 49.229 37.046C49.761 36.7167 50.3563 36.476 51.015 36.324C51.699 36.1467 52.497 36.058 53.409 36.058C55.3597 36.058 56.981 36.4633 58.273 37.274C59.5903 38.0593 60.591 39.1233 61.275 40.466C61.959 41.7833 62.301 43.24 62.301 44.836C62.301 46.584 61.8704 48.142 61.009 49.51C60.1477 50.878 58.9443 51.9547 57.399 52.74C55.879 53.5 54.093 53.88 52.041 53.88ZM47.405 41.53L44.935 39.098L46.151 26.786H50.825L49.457 39.288L47.405 41.53ZM46.949 31.27L46.151 26.786H60.819V31.27H46.949Z\" fill=\"black\"><\/path><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tVisibilit\u00e9 de la CMDB pour l'impact et les mod\u00e8les r\u00e9currents\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\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-40c2279 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"40c2279\" 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-7acbe89 box-link elementor-widget elementor-widget-text-editor\" data-id=\"7acbe89\" 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>Lier les incidents aux \u00e9l\u00e9ments de configuration aide les \u00e9quipes \u00e0 comprendre la port\u00e9e de l&rsquo;impact, les points de d\u00e9faillance r\u00e9currents et l&rsquo;impact sur le service. Cela devient une contribution solide pour la gestion des probl\u00e8mes et le risque de changement. Voir la <a href=\"https:\/\/www.smcconsulting.be\/fr\/haloitsm-cmdb\/\"><strong>CMDB HaloITSM.<\/strong><\/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<div class=\"elementor-element elementor-element-830d74b e-con-full e-flex e-con e-child\" data-id=\"830d74b\" 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-fcb7edb elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"fcb7edb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"80\" height=\"80\" viewBox=\"0 0 80 80\" fill=\"none\"><circle cx=\"40\" cy=\"40\" r=\"40\" fill=\"#FFF06D\"><\/circle><path d=\"M29.7742 53.88C27.6715 53.88 25.7715 53.31 24.0742 52.17C22.3769 51.03 21.0215 49.4213 20.0082 47.344C19.0202 45.2667 18.5262 42.8473 18.5262 40.086C18.5262 37.3247 19.0202 34.918 20.0082 32.866C20.9962 30.814 22.3262 29.218 23.9982 28.078C25.6955 26.938 27.5829 26.368 29.6602 26.368C31.7882 26.368 33.6882 26.938 35.3602 28.078C37.0575 29.218 38.4002 30.8267 39.3882 32.904C40.3762 34.956 40.8702 37.3753 40.8702 40.162C40.8702 42.9233 40.3762 45.3427 39.3882 47.42C38.4002 49.472 37.0702 51.068 35.3982 52.208C33.7262 53.3227 31.8515 53.88 29.7742 53.88ZM29.6982 49.206C30.9142 49.206 31.9655 48.864 32.8522 48.18C33.7389 47.496 34.4229 46.4827 34.9042 45.14C35.4109 43.7973 35.6642 42.1253 35.6642 40.124C35.6642 38.1227 35.4109 36.4507 34.9042 35.108C34.4229 33.7653 33.7262 32.7647 32.8142 32.106C31.9275 31.422 30.8762 31.08 29.6602 31.08C28.4695 31.08 27.4309 31.422 26.5442 32.106C25.6575 32.7647 24.9609 33.7653 24.4542 35.108C23.9729 36.4253 23.7322 38.0847 23.7322 40.086C23.7322 42.1127 23.9729 43.7973 24.4542 45.14C24.9609 46.4827 25.6575 47.496 26.5442 48.18C27.4309 48.864 28.4822 49.206 29.6982 49.206ZM53.0361 53.88C51.2121 53.88 49.5655 53.4747 48.0961 52.664C46.6521 51.828 45.4995 50.7133 44.6381 49.32C43.8021 47.9013 43.3841 46.3307 43.3841 44.608C43.3841 42.252 44.1948 39.8833 45.8161 37.502L53.2261 26.786H59.1541L51.0601 38.11L49.1601 38.642C49.4388 38.0593 49.7681 37.5527 50.1481 37.122C50.5535 36.6913 51.0728 36.362 51.7061 36.134C52.3395 35.906 53.1375 35.792 54.1001 35.792C55.6961 35.792 57.1401 36.172 58.4321 36.932C59.7241 37.6667 60.7628 38.6927 61.5481 40.01C62.3335 41.302 62.7261 42.7967 62.7261 44.494C62.7261 46.242 62.2955 47.8253 61.4341 49.244C60.5728 50.6627 59.4075 51.79 57.9381 52.626C56.4688 53.462 54.8348 53.88 53.0361 53.88ZM53.0361 49.244C53.9228 49.244 54.7081 49.0413 55.3921 48.636C56.0761 48.2053 56.6208 47.6353 57.0261 46.926C57.4315 46.1913 57.6341 45.368 57.6341 44.456C57.6341 43.544 57.4315 42.7333 57.0261 42.024C56.6208 41.2893 56.0761 40.7193 55.3921 40.314C54.7081 39.9087 53.9228 39.706 53.0361 39.706C52.1495 39.706 51.3515 39.9213 50.6421 40.352C49.9581 40.7573 49.4135 41.3147 49.0081 42.024C48.6281 42.7333 48.4381 43.544 48.4381 44.456C48.4381 45.368 48.6281 46.1913 49.0081 46.926C49.4135 47.6353 49.9581 48.2053 50.6421 48.636C51.3515 49.0413 52.1495 49.244 53.0361 49.244Z\" fill=\"black\"><\/path><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tInt\u00e9gration Microsoft Teams pour maintenir les utilisateurs et les agents dans le flux de travail\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\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-115fbce elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"115fbce\" 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-4e8f4c9 box-link elementor-widget elementor-widget-text-editor\" data-id=\"4e8f4c9\" 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>HaloITSM peut \u00eatre utilis\u00e9 au sein de Teams pour la soumission de tickets, les mises \u00e0 jour de statut, les approbations et les notifications. Cela augmente l&rsquo;adoption car les utilisateurs n&rsquo;ont pas besoin d&rsquo;apprendre une nouvelle habitude de portail. <\/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\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-de5f3b6 e-flex e-con-boxed e-con e-parent\" data-id=\"de5f3b6\" 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-4e83651 semi-bold elementor-widget elementor-widget-heading\" data-id=\"4e83651\" 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 fonctionne le <strong>cycle de vie des incidents dans HaloITSM ?<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-03ccaae elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"03ccaae\" 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-45ad0ce box-link elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"45ad0ce\" 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 processus d\u2019incident bien g\u00e9r\u00e9 suit un cycle de vie coh\u00e9rent, de la d\u00e9tection \u00e0 la cl\u00f4ture. SMC configure chaque \u00e9tape dans HaloITSM afin qu\u2019elle refl\u00e8te votre mod\u00e8le op\u00e9rationnel, et non des param\u00e8tres g\u00e9n\u00e9riques par d\u00e9faut. <\/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-afd85b5 e-con-full e-flex e-con e-child\" data-id=\"afd85b5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-7ff5245 e-con-full e-flex e-con e-child\" data-id=\"7ff5245\" 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-82fb409 elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"82fb409\" 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=\"2068\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-lifecycle-work-in-HaloITSM.jpg\" class=\"attachment-full size-full wp-image-82840\" alt=\"Flux de travail du cycle de vie des incidents dans HaloITSM\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-lifecycle-work-in-HaloITSM.jpg 1180w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-lifecycle-work-in-HaloITSM-171x300.jpg 171w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-lifecycle-work-in-HaloITSM-584x1024.jpg 584w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-lifecycle-work-in-HaloITSM-768x1346.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-lifecycle-work-in-HaloITSM-876x1536.jpg 876w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-lifecycle-work-in-HaloITSM-1169x2048.jpg 1169w\" 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-ccad449 e-con-full e-flex e-con e-child\" data-id=\"ccad449\" 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-befafd0 elementor-position-left elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"befafd0\" 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\/Detection-and-logging.svg\" class=\"attachment-full size-full wp-image-82817\" alt=\"D\u00e9tection et enregistrement dans la gestion des incidents ITIL\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">D\u00e9tection et enregistrement<\/h3><p class=\"elementor-image-box-description\">Les incidents sont captur\u00e9s via le portail, l\u2019e-mail, Teams, les outils de surveillance ou l\u2019API. Chaque incident est marqu\u00e9 par son canal source, des horodatages et des donn\u00e9es d\u2019entr\u00e9e standardis\u00e9es. <\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f8cf6d elementor-position-left elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"7f8cf6d\" 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\/Categorization-and-prioritization.svg\" class=\"attachment-full size-full wp-image-82818\" alt=\"Cat\u00e9gorisation et priorisation dans la gestion des incidents ITIL\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Cat\u00e9gorisation et hi\u00e9rarchisation<\/h3><p class=\"elementor-image-box-description\">Les cat\u00e9gories et sous-cat\u00e9gories correspondent \u00e0 vos services et aux types d\u2019incidents courants. La priorit\u00e9 est attribu\u00e9e \u00e0 l\u2019aide d\u2019une matrice d\u00e9finie qui prend en compte l\u2019impact m\u00e9tier et l\u2019urgence, et s\u2019aligne directement sur les niveaux de SLA. <\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8029649 elementor-position-left link-border elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"8029649\" 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\/Initial-diagnosis-and-assignment.svg\" class=\"attachment-full size-full wp-image-82819\" alt=\"Diagnostic initial et affectation dans la gestion des incidents ITIL\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Diagnostic initial et affectation<\/h3><p class=\"elementor-image-box-description\">Les incidents sont affect\u00e9s \u00e0 des groupes de r\u00e9solution en fonction de la cat\u00e9gorie, du service et des politiques d\u2019acheminement. Des suggestions de connaissances peuvent appara\u00eetre \u00e0 cette \u00e9tape pour acc\u00e9l\u00e9rer les correctifs connus. Si le couplage de tickets par IA est pr\u00e9vu, des cas historiques similaires peuvent \u00eatre mis en avant via <a href=\"\/ai-itsm-halo-itsm\/\"><strong>l\u2019IA pour l\u2019ITSM avec HaloITSM.<\/strong><\/a>  <\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a83a8da elementor-position-left link-border elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"a83a8da\" 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\/Investigation-and-escalation.svg\" class=\"attachment-full size-full wp-image-82820\" alt=\"Investigation et escalade dans la gestion des incidents ITIL\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Investigation et escalade<\/h3><p class=\"elementor-image-box-description\">Les escalades sont d\u00e9clench\u00e9es par le temps, la priorit\u00e9 ou des conditions sp\u00e9cifiques. La liaison des incidents \u00e0 la <a href=\"https:\/\/www.smcconsulting.be\/fr\/haloitsm-cmdb\/\"><strong>CMDB<\/strong><\/a> am\u00e9liore la vitesse de diagnostic en affichant les \u00e9l\u00e9ments impact\u00e9s, les services associ\u00e9s et les mod\u00e8les historiques. <\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f656d3 elementor-position-left elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"3f656d3\" 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\/Resolution-and-recovery.svg\" class=\"attachment-full size-full wp-image-82821\" alt=\"R\u00e9solution et r\u00e9tablissement dans la gestion des incidents ITIL\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">R\u00e9solution et r\u00e9tablissement<\/h3><p class=\"elementor-image-box-description\">Les actions de r\u00e9solution sont enregistr\u00e9es, le demandeur est inform\u00e9, et les codes de r\u00e9solution ainsi que les champs de cl\u00f4ture sont obligatoires pour garantir la qualit\u00e9 du reporting. Le cas \u00e9ch\u00e9ant, le flux de travail invite les agents \u00e0 cr\u00e9er ou \u00e0 mettre \u00e0 jour le contenu de la base de connaissances. <\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-06ee851 elementor-position-left link-border elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"06ee851\" 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\/Closure-and-review.svg\" class=\"attachment-full size-full wp-image-82822\" alt=\"Cl\u00f4ture et r\u00e9vision dans la gestion des incidents ITIL\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Cl\u00f4ture et examen<\/h3><p class=\"elementor-image-box-description\">La cl\u00f4ture n\u00e9cessite une saisie de donn\u00e9es coh\u00e9rente afin que vos rapports restent pr\u00e9cis. Les incidents majeurs peuvent d\u00e9clencher des \u00e9tapes d\u2019examen et alimenter des pratiques li\u00e9es telles que   <a href=\"html_fragment%20&lt;\/a&gt;%20--&gt;%20and%20broader%20ITSM%20improvement%20initiatives.&lt;\/div&gt;\"><\/a><\/p><\/div><\/div>\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-f730820 e-flex e-con-boxed e-con e-parent\" data-id=\"f730820\" 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-74508e4 semi-bold elementor-widget elementor-widget-heading\" data-id=\"74508e4\" 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\"><strong>Quelles int\u00e9grations r\u00e9duisent le d\u00e9lai<\/strong> de r\u00e9tablissement du service ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d529515 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"d529515\" 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-8eca804 box-link elementor-widget elementor-widget-text-editor\" data-id=\"8eca804\" 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 int\u00e9grations limitent le changement de contexte, \u00e9liminent la duplication manuelle et maintiennent la synchronisation du travail sur les incidents entre les \u00e9quipes.<\/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-548f4ac e-con-full e-grid e-con e-child\" data-id=\"548f4ac\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-24427f3 elementor-flip-box--direction-left elementor-flip-box--effect-flip elementor-widget elementor-widget-flip-box\" data-id=\"24427f3\" 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=\"172\" height=\"166\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Microsoft-Teams.svg\" class=\"attachment-full size-full wp-image-82877\" alt=\"Microsoft Teams integration with Incident Management ITIL\" \/>\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\tMicrosoft Teams\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\tLes notifications en temps r\u00e9el, les approbations, les interactions avec les chatbots et l\u2019int\u00e9gration du portail dans Teams peuvent am\u00e9liorer l\u2019adoption du libre-service et la r\u00e9activit\u00e9 des agents.\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-56e052e elementor-flip-box--direction-left elementor-flip-box--effect-flip elementor-widget elementor-widget-flip-box\" data-id=\"56e052e\" 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=\"172\" height=\"166\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Jira-Software.svg\" class=\"attachment-full size-full wp-image-82879\" alt=\"Jira Software incident management workflow ITIL\" \/>\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\tLogiciel Jira\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\tLa synchronisation bidirectionnelle entre les incidents HaloITSM et les tickets Jira permet d\u2019aligner le service desk et l\u2019ing\u00e9nierie lorsque des incidents n\u00e9cessitent des correctifs de code ou un travail de d\u00e9veloppement structur\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-ddb3944 elementor-flip-box--direction-left elementor-flip-box--effect-flip elementor-widget elementor-widget-flip-box\" data-id=\"ddb3944\" 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=\"172\" height=\"165\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Azure-DevOps.svg\" class=\"attachment-full size-full wp-image-82880\" alt=\"Azure DevOps incident management workflow ITIL\" \/>\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\tAzure DevOps\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\tLa synchronisation bidirectionnelle avec les \u00e9l\u00e9ments de travail Azure DevOps favorise une collaboration structur\u00e9e avec les \u00e9quipes d\u2019ing\u00e9nierie et un reporting d\u2019\u00e9tat coh\u00e9rent.\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<div class=\"elementor-element elementor-element-74685ba e-con-full e-grid e-con e-child\" data-id=\"74685ba\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4ac2e87 elementor-flip-box--direction-left elementor-flip-box--effect-flip elementor-widget elementor-widget-flip-box\" data-id=\"4ac2e87\" 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=\"344\" height=\"330\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/PagerDuty.webp\" class=\"attachment-full size-full wp-image-82895\" alt=\"PagerDuty incident management workflow ITIL\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/PagerDuty.webp 344w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/PagerDuty-300x288.webp 300w\" sizes=\"auto, (max-width: 344px) 100vw, 344px\" \/>\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\tPagerDuty\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\tLe routage des astreintes, l\u2019escalade des alertes et la gestion des incidents majeurs peuvent \u00eatre coordonn\u00e9s via PagerDuty, avec des mises \u00e0 jour synchronis\u00e9es vers HaloITSM.\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-855c199 elementor-flip-box--direction-left link-border elementor-flip-box--effect-flip elementor-widget elementor-widget-flip-box\" data-id=\"855c199\" 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=\"344\" height=\"331\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Make-no-code-automation.webp\" class=\"attachment-full size-full wp-image-82887\" alt=\"Make no-code automation for Incident Management ITIL\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Make-no-code-automation.webp 344w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Make-no-code-automation-300x289.webp 300w\" sizes=\"auto, (max-width: 344px) 100vw, 344px\" \/>\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\tMake (automatisation sans code)\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\tPour des workflows d\u2019incident personnalis\u00e9s ou une automatisation multiplateforme, SMC peut connecter HaloITSM \u00e0 votre stack via les <a href=\"https:\/\/www.smcconsulting.be\/fr\/partenaire-certifie-make\/\"><strong>services de partenaire Make certifi\u00e9.<\/strong><\/a>\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\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-cc9e767 e-flex e-con-boxed e-con e-parent\" data-id=\"cc9e767\" 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-ae42096 semi-bold elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"ae42096\" 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\"><strong>Quels indicateurs cl\u00e9s de performance (KPI) de gestion des incidents<\/strong> devriez-vous suivre dans HaloITSM ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-126cdcd elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"126cdcd\" 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-aef50d9 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"aef50d9\" 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>La mise en \u0153uvre de la gestion des incidents sans mesure laisse l&rsquo;am\u00e9lioration au hasard. SMC configure des tableaux de bord et des rapports autour de KPI qui soutiennent l&rsquo;am\u00e9lioration continue. <\/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-0cfdc50 e-con-full e-flex e-con e-child\" data-id=\"0cfdc50\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-0da80e8 e-con-full box-border e-flex e-con e-child\" data-id=\"0da80e8\" 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-5b3ba4c elementor-align-start link-border consulting-link elementor-list-item-link-inline elementor-icon-list--layout-traditional elementor-widget elementor-widget-icon-list\" data-id=\"5b3ba4c\" 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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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>MTTA (Mean Time to Acknowledge)<\/strong><br>D\u00e9lai d\u2019accus\u00e9 de r\u00e9ception d\u2019un incident apr\u00e8s son enregistrement. Un indicateur fort de la couverture et de la r\u00e9activit\u00e9. <\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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>MTTR (Temps moyen de r\u00e9solution)<\/strong><br>La m\u00e9trique de performance essentielle des incidents. Suivie par priorit\u00e9, cat\u00e9gorie, \u00e9quipe et service. Utile pour identifier les goulots d'\u00e9tranglement r\u00e9currents.  <\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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 conformit\u00e9 aux SLA<\/strong><br>Part des incidents respectant les objectifs de r\u00e9ponse et de r\u00e9solution. Suivi par niveau de priorit\u00e9 et service. <\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\u00e9solution au premier contact (FCR)<\/strong><br>Incidents r\u00e9solus sans escalade ni r\u00e9ouverture. Un indicateur fiable de la qualit\u00e9 des connaissances et du routage correct. <\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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>Volume d'incidents par service et CI<\/strong><br> Identifie les services et \u00e9l\u00e9ments de configuration g\u00e9n\u00e9rant une charge d'incidents disproportionn\u00e9e. Souvent un point de d\u00e9part pour l'investigation de probl\u00e8mes et les mod\u00e8les d'automatisation, pris en charge par <a href=\"https:\/\/www.smcconsulting.be\/fr\/automatisation-itsm\/\"><strong>l'automatisation et l'orchestration ITSM.<span style=\"font-weight: 400\"><\/span><\/strong><\/a> <\/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-692f7b5 e-con-full e-flex e-con e-child\" data-id=\"692f7b5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9380844 elementor-widget elementor-widget-image\" data-id=\"9380844\" 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=\"1306\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-KPIs.jpg\" class=\"attachment-full size-full wp-image-82936\" alt=\"Tableau de bord des indicateurs de performance de la gestion des incidents ITIL\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-KPIs.jpg 1180w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-KPIs-271x300.jpg 271w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-KPIs-925x1024.jpg 925w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/incident-management-KPIs-768x850.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\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-f14c792 e-flex e-con-boxed e-con e-parent\" data-id=\"f14c792\" 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-acde9e3 e-con-full e-flex e-con e-child\" data-id=\"acde9e3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6cf9f76 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"6cf9f76\" 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 configure la <strong>gestion des incidents HaloITSM<\/strong>\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4aa2d69 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4aa2d69\" 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-b24beac box-link elementor-widget elementor-widget-text-editor\" data-id=\"b24beac\" 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>SMC Consulting associe une expertise des pratiques ITSM \u00e0 une configuration pratique de la plateforme. L&rsquo;objectif est un mod\u00e8le op\u00e9rationnel de gestion des incidents que les \u00e9quipes adoptent et qui produit des am\u00e9liorations mesurables. <\/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-a271478 e-con-full e-flex e-con e-child\" data-id=\"a271478\" 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-735dae5 e-con-full e-flex e-con e-child\" data-id=\"735dae5\" 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-be5263d semi-bold elementor-widget elementor-widget-heading\" data-id=\"be5263d\" 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\">Phase 1 : Conception<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d933bed elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"d933bed\" 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-5541ad6 elementor-align-start link-border consulting-link elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"5541ad6\" 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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Cartographier le flux d\u2019incidents actuel et les points de friction<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">D\u00e9finir la matrice de priorit\u00e9 et les niveaux de SLA<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">D\u00e9finir les r\u00e8gles de responsabilit\u00e9, le p\u00e9rim\u00e8tre des groupes de r\u00e9solution et les parcours d\u2019escalade<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">D\u00e9finir les r\u00e8gles de cl\u00f4ture et de qualit\u00e9 des donn\u00e9es align\u00e9es sur les besoins en reporting<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Validez avec les principes ITIL v4 gr\u00e2ce \u00e0 des <a href=\"https:\/\/www.smcconsulting.be\/fr\/ingenieurs-certifies-itil-v4-de-smc-consulting-conseil-et-mise-en-oeuvre-itsm\/\"><strong>ing\u00e9nieurs certifi\u00e9s ITIL v4.<\/strong><\/a><\/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-9f09a8b e-con-full e-flex e-con e-child\" data-id=\"9f09a8b\" 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-7d69b59 elementor-widget elementor-widget-image\" data-id=\"7d69b59\" 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=\"596\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-1-Design.webp\" class=\"attachment-full size-full wp-image-82969\" alt=\"Phase 1 conception dans la gestion des incidents ITIL\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-1-Design.webp 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-1-Design-300x213.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-1-Design-768x545.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-423e3d2 e-con-full e-flex e-con e-child\" data-id=\"423e3d2\" 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-e62e04b e-con-full e-flex e-con e-child\" data-id=\"e62e04b\" 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-c6f6105 semi-bold elementor-widget elementor-widget-heading\" data-id=\"c6f6105\" 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\">Phase 2 : Configuration<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aac1886 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"aac1886\" 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-fe461be elementor-align-start link-border consulting-link elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"fe461be\" 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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Cr\u00e9er les cat\u00e9gories, priorit\u00e9s, horloges SLA, formulaires de saisie, r\u00e8gles de routage<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Configurer les escalades et la logique de notification<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Configurer l'exp\u00e9rience Teams dans le p\u00e9rim\u00e8tre d\u00e9fini<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Configurer les int\u00e9grations telles que Jira, Azure DevOps, PagerDuty<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Liez les incidents aux services et \u00e0 la <a href=\"https:\/\/www.smcconsulting.be\/fr\/haloitsm-cmdb\/\"><strong>CMDB de HaloITSM<\/strong><\/a> lorsque cela est pertinent<\/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-4a728b1 e-con-full e-flex e-con e-child\" data-id=\"4a728b1\" 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-1ff2f32 elementor-widget elementor-widget-image\" data-id=\"1ff2f32\" 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=\"596\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-2-Configure.jpg\" class=\"attachment-large size-large wp-image-82988\" alt=\"Phase 2 configuration dans la gestion des incidents ITIL\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-2-Configure.jpg 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-2-Configure-300x213.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-2-Configure-768x545.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-a42a356 e-con-full e-flex e-con e-child\" data-id=\"a42a356\" 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-668a87c e-con-full e-flex e-con e-child\" data-id=\"668a87c\" 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-62342c4 semi-bold elementor-widget elementor-widget-heading\" data-id=\"62342c4\" 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\">Phase 3 : Connaissances, IA et automatisation<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a12167b elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"a12167b\" 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-8e56fad elementor-align-start link-border consulting-link elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"8e56fad\" 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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Configurez les suggestions de connaissances et les mod\u00e8les de libre-service via <a href=\"https:\/\/www.smcconsulting.be\/fr\/portail-libre-service\/\"><strong>la base de connaissances et le libre-service HaloITSM<\/strong><\/a><\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Mettez en \u0153uvre les fonctionnalit\u00e9s d\u2019IA le cas \u00e9ch\u00e9ant via <a href=\"\/ai-itsm-halo-itsm\/\"><strong>l\u2019IA pour l\u2019ITSM avec HaloITSM<\/strong><\/a><\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Mettez en \u0153uvre l\u2019automatisation inter-outils \u00e0 l\u2019aide des <a href=\"https:\/\/www.smcconsulting.be\/fr\/partenaire-certifie-make\/\"><strong>services partenaires Make<\/strong><\/a> lorsque les incidents n\u00e9cessitent une coordination au-del\u00e0 de HaloITSM<\/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-46bbcfb e-con-full e-flex e-con e-child\" data-id=\"46bbcfb\" 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-d7fe8c4 elementor-widget elementor-widget-image\" data-id=\"d7fe8c4\" 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=\"532\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-3-Knowledge-AI-and-automation.jpg\" class=\"attachment-full size-full wp-image-82989\" alt=\"Phase 3 connaissances IA et automatisation dans la gestion des incidents ITIL\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-3-Knowledge-AI-and-automation.jpg 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-3-Knowledge-AI-and-automation-300x190.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-3-Knowledge-AI-and-automation-768x486.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-50182c8 e-con-full e-flex e-con e-child\" data-id=\"50182c8\" 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-e88358e e-con-full e-flex e-con e-child\" data-id=\"e88358e\" 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-cd1bdb7 semi-bold elementor-widget elementor-widget-heading\" data-id=\"cd1bdb7\" 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\">Phase 4 : Mise en service et optimisation<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e89f1a0 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"e89f1a0\" 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-070b7b6 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=\"070b7b6\" 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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Former les \u00e9quipes du centre de services et les responsables de processus<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">Configurer les tableaux de bord et les rapports planifi\u00e9s<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\u00e9aliser une simulation d\u2019incident majeur et affiner les guides op\u00e9rationnels<\/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 aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/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\">\u00c9tablir une cadence d\u2019am\u00e9lioration pour les 90 premiers jours bas\u00e9e sur les donn\u00e9es d\u2019utilisation r\u00e9elles<\/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-bed1d7d e-con-full e-flex e-con e-child\" data-id=\"bed1d7d\" 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-a090002 elementor-widget elementor-widget-image\" data-id=\"a090002\" 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=\"568\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-4-Enablement-and-optimization.jpg\" class=\"attachment-full size-full wp-image-83012\" alt=\"Phase 4 activation et optimisation dans la gestion des incidents ITIL\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-4-Enablement-and-optimization.jpg 840w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-4-Enablement-and-optimization-300x203.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Phase-4-Enablement-and-optimization-768x519.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-bf0ef91 e-flex e-con-boxed e-con e-parent\" data-id=\"bf0ef91\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-b961364 e-con-full e-flex e-con e-child\" data-id=\"b961364\" 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-12cc07a semi-bold elementor-widget elementor-widget-heading\" data-id=\"12cc07a\" 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\">Mise en \u0153uvre et support r\u00e9gionaux<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-75a2570 elementor-widget__width-initial link-border elementor-widget elementor-widget-text-editor\" data-id=\"75a2570\" 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>SMC accompagne les programmes HaloITSM en <a href=\"https:\/\/www.smcconsulting.be\/fr\/haloitsm-belgique\/\"><strong>Belgique<\/strong><\/a>, en <a href=\"https:\/\/www.smcconsulting.be\/fr\/haloitsm-france\/\"><strong>France<\/strong><\/a> et au <a href=\"https:\/\/www.smcconsulting.be\/fr\/haloitsm-luxembourg\/\"><strong>Luxembourg<\/strong><\/a>, et collabore \u00e9galement avec des organisations op\u00e9rant en Suisse. Cela inclut un support multilingue et des pratiques op\u00e9rationnelles conformes au RGPD. <\/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-d7553ec e-con-full e-flex e-con e-child\" data-id=\"d7553ec\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-c3c54db e-con-full e-flex e-con e-child\" data-id=\"c3c54db\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7f5587e elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"7f5587e\" 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_7f5587e\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_7f5587e a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_7f5587e .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_7f5587e .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_7f5587e .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_7f5587e\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-691faae \" href=\"https:\/\/www.smcconsulting.be\/fr\/contactez-nous\/\" id=\"uc_blox_btn_group_elementor_7f5587e_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">R\u00e9server une d\u00e9monstration en direct <\/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<div class=\"elementor-element elementor-element-9931604 e-con-full e-flex e-con e-child\" data-id=\"9931604\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5510b43 elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"5510b43\" 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_5510b43\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_5510b43 a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_5510b43 .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_5510b43 .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_5510b43 .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_5510b43\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-691faae \" href=\"https:\/\/www.smcconsulting.be\/fr\/tarification-haloitsm\/\" id=\"uc_blox_btn_group_elementor_5510b43_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">Voir les tarifs et le TCO<\/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<\/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-5ba285d e-flex e-con-boxed e-con e-child\" data-id=\"5ba285d\" 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-1c122a3 e-con-full e-flex e-con e-child\" data-id=\"1c122a3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a916a2a elementor-widget elementor-widget-image\" data-id=\"a916a2a\" 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=\"514\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Aurion-AI-1.jpg\" class=\"attachment-full size-full wp-image-83916\" alt=\"Aurion AI dans la gestion des incidents ITIL\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Aurion-AI-1.jpg 1180w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Aurion-AI-1-300x131.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Aurion-AI-1-1024x446.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Aurion-AI-1-768x335.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-50547e5 e-con-full e-flex e-con e-child\" data-id=\"50547e5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8d850d3 semi-bold elementor-widget elementor-widget-heading\" data-id=\"8d850d3\" 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\">Encadr\u00e9 <strong>Aurion AI<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd692e7 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"fd692e7\" 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-9bff499 elementor-widget elementor-widget-text-editor\" data-id=\"9bff499\" 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 data-start=\"351\" data-end=\"752\"><strong data-start=\"351\" data-end=\"714\">Si votre service d&rsquo;assistance traite un volume \u00e9lev\u00e9 d&rsquo;appels entrants, la voix peut devenir un canal de support de premi\u00e8re ligne suppl\u00e9mentaire. Aurion AI, partenaire de SMC Consulting, fournit un agent vocal IA pour le support informatique qui s&rsquo;int\u00e8gre \u00e0 HaloITSM, automatise l&rsquo;authentification des appelants et le traitement des demandes de niveau 1, et transf\u00e8re les probl\u00e8mes complexes aux agents humains avec un contexte structur\u00e9. <\/strong><\/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-5e54f38 link-border elementor-widget elementor-widget-text-editor\" data-id=\"5e54f38\" 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>En savoir plus : <a href=\"https:\/\/aurionai.net\/\"><strong>Aurion AI<\/strong><\/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\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1bedff3 e-flex e-con-boxed e-con e-parent\" data-id=\"1bedff3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ab9c54d elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"ab9c54d\" 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\">Foire aux questions sur la gestion des incidents HaloITSM<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d11213 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"0d11213\" 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-fbe706e luxembourg-faq-link elementor-widget elementor-widget-accordion\" data-id=\"fbe706e\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"luxembourg-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-2641\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-2641\" 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 class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/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\">Quelle est la diff\u00e9rence entre la gestion des incidents et la gestion des probl\u00e8mes dans ITIL 4 ?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-2641\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-2641\"><p>La gestion des incidents r\u00e9tablit rapidement le service apr\u00e8s une interruption. La gestion des probl\u00e8mes identifie la cause profonde et pr\u00e9vient la r\u00e9currence. Les incidents et les sch\u00e9mas r\u00e9currents deviennent souvent des \u00e9l\u00e9ments d\u2019entr\u00e9e pour des initiatives d\u2019am\u00e9lioration et des contr\u00f4les de changement, y compris la <a href=\"https:\/\/www.smcconsulting.be\/fr\/gestion-des-changements-itsm\/\"><strong>gestion du changement dans HaloITSM.<\/strong><\/a>  <\/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-2642\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-2642\" 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 class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/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\">La gestion des incidents de HaloITSM est-elle align\u00e9e sur ITIL 4 ?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-2642\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-2642\"><p>Oui. HaloITSM prend en charge la cat\u00e9gorisation des incidents, la priorisation, la gestion des SLA, les escalades et les contr\u00f4les de cl\u00f4ture. SMC aligne la configuration sur les pratiques ITIL 4 gr\u00e2ce \u00e0 des <a href=\"https:\/\/www.smcconsulting.be\/fr\/ingenieurs-certifies-itil-v4-de-smc-consulting-conseil-et-mise-en-oeuvre-itsm\/\"><strong>ing\u00e9nieurs certifi\u00e9s ITIL v4<\/strong><\/a> et selon votre niveau de maturit\u00e9.  <\/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-2643\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-2643\" 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 class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/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\">Les utilisateurs peuvent-ils d\u00e9clarer et suivre des incidents dans Microsoft Teams ?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-2643\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-2643\"><p>Oui. HaloITSM peut prendre en charge la saisie, les notifications, les approbations et l\u2019acc\u00e8s en libre-service via Teams. Cela am\u00e9liore l\u2019adoption et r\u00e9duit les changements de contexte pour les utilisateurs comme pour les agents.  <\/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-2644\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-2644\" 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 class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/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 HaloITSM g\u00e8re-t-il la gestion des incidents majeurs ?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-2644\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-2644\"><p>Les flux de travail pour les incidents majeurs peuvent \u00eatre configur\u00e9s avec des niveaux de priorit\u00e9 d\u00e9di\u00e9s, des parcours d\u2019escalade sp\u00e9cialis\u00e9s, des mod\u00e8les de communication pour les parties prenantes et des r\u00f4les sp\u00e9cifiques. Des int\u00e9grations comme PagerDuty peuvent prendre en charge l\u2019escalade d\u2019astreinte avec des mises \u00e0 jour synchronis\u00e9es. <\/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-2645\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-2645\" 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 class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/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 la gestion des connaissances r\u00e9duit-elle le volume d\u2019incidents ?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-2645\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-2645\"><p>Une base de connaissances structur\u00e9e permet le libre-service, am\u00e9liore la r\u00e9solution au premier contact et r\u00e9duit les d\u00e9pannages r\u00e9p\u00e9titifs. SMC configure cela via la <a href=\"https:\/\/www.smcconsulting.be\/fr\/portail-libre-service\/\"><strong>base de connaissances et le libre-service HaloITSM<\/strong><\/a> et peut \u00e9tendre les bases de connaissances avec <a href=\"https:\/\/www.smcconsulting.be\/fr\/document360\/\"><strong>Document360<\/strong><\/a>. <\/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-2646\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-2646\" 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 class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/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 la gestion des incidents est-elle li\u00e9e \u00e0 la gestion des changements dans HaloITSM ?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-2646\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-2646\"><p>Les incidents n\u00e9cessitant des modifications de configuration peuvent d\u00e9clencher des <a href=\"https:\/\/www.smcconsulting.be\/fr\/gestion-des-changements-itsm\/\"><strong>flux de travail de gestion des changements<\/strong><\/a> afin que les modifications suivent les approbations et les contr\u00f4les au lieu d\u2019\u00eatre appliqu\u00e9es de mani\u00e8re informelle sous la pression.<\/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-2647\" class=\"elementor-tab-title\" data-tab=\"7\" role=\"button\" aria-controls=\"elementor-tab-content-2647\" 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 class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/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 prend la mise en place de la gestion des incidents HaloITSM ?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-2647\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"7\" role=\"region\" aria-labelledby=\"elementor-tab-title-2647\"><p>Les d\u00e9lais types d\u00e9pendent des int\u00e9grations, de la maturit\u00e9 et de la pr\u00e9paration des donn\u00e9es. De nombreux p\u00e9rim\u00e8tres d\u2019incidents atteignent la mise en production en 4 \u00e0 8 semaines, avec une optimisation au cours des 90 premiers jours. <\/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-2648\" class=\"elementor-tab-title\" data-tab=\"8\" role=\"button\" aria-controls=\"elementor-tab-content-2648\" 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 class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/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 co\u00fbt de la gestion des incidents dans HaloITSM ?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-2648\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"8\" role=\"region\" aria-labelledby=\"elementor-tab-title-2648\"><p>Le co\u00fbt d\u00e9pend des licences et de l\u2019\u00e9tendue de la mise en \u0153uvre. Des conseils sur les tarifs sont disponibles sur les <a href=\"https:\/\/www.smcconsulting.be\/fr\/tarification-haloitsm\/\"><strong>tarifs HaloITSM<\/strong><\/a>, et SMC fournit un devis d\u00e9taill\u00e9 lors de la phase de d\u00e9couverte. <\/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-9d3f554 aurion-ai-next-step e-flex e-con-boxed e-con e-parent\" data-id=\"9d3f554\" 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-922c040 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"922c040\" 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\">R\u00e9solvez les incidents plus rapidement avec HaloITSM, <strong>avec moins de triage manuel<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b15b96 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"2b15b96\" 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-b2c6261 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"b2c6261\" 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>HaloITSM donne \u00e0 votre service desk la structure n\u00e9cessaire pour g\u00e9rer les incidents de mani\u00e8re coh\u00e9rente et l\u2019automatisation pour r\u00e9duire les t\u00e2ches r\u00e9p\u00e9titives. SMC Consulting configure la gestion des incidents afin que l\u2019acheminement, les SLA, la base de connaissances et les int\u00e9grations fonctionnent ensemble comme un seul syst\u00e8me d\u2019exploitation. <\/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-bd58f04 elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"bd58f04\" 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_bd58f04\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_bd58f04 a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_bd58f04 .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_bd58f04 .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_bd58f04 .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_bd58f04\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-d013517 \" href=\"https:\/\/aurionai.net\/\" id=\"uc_blox_btn_group_elementor_bd58f04_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">Demandez une d\u00e9mo sur Aurion.AI.net<\/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>Gestion des incidents HaloITSM : Configuration align\u00e9e sur ITIL 4 pour une r\u00e9solution plus rapide Les incidents non r\u00e9solus font perdre du temps, \u00e9rodent la confiance des utilisateurs et augmentent l\u2019exposition aux SLA. 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--container-widget-width, 91% );max-width:91%;--container-widget-width:91%;--container-widget-flex-grow:0;}.elementor-82651 .elementor-element.elementor-element-da2b577 > .elementor-widget-container{margin:0px 0px 20px 0px;padding:0px 0px 0px 0px;}.elementor-82651 .elementor-element.elementor-element-da2b577.elementor-element{--align-self:center;}.elementor-82651 .elementor-element.elementor-element-07d612b{text-align:center;font-family:\"Outfit\", Sans-serif;font-size:24px;font-weight:600;line-height:1.3em;color:#263238;--textColor:#263238;}.elementor-82651 .elementor-element.elementor-element-07d612b a{color:#192BC2;}.elementor-82651 .elementor-element.elementor-element-07d612b > .elementor-widget-container{margin:0px 0px 0px 0px;padding:0px 0px 0px 0px;}.elementor-82651 .elementor-element.elementor-element-de81693{--display:flex;--justify-content:center;--align-items:center;--container-widget-width:calc( ( 1 - var( --container-widget-flex-grow ) ) * 100% );--gap:0px 0px;--row-gap:0px;--column-gap:0px;--margin-top:0px;--margin-bottom:0px;--margin-left:0px;--margin-right:0px;--padding-top:70px;--padding-bottom:90px;--padding-left:0px;--padding-right:0px;}.elementor-82651 .elementor-element.elementor-element-de81693:not(.elementor-motion-effects-element-type-background), .elementor-82651 .elementor-element.elementor-element-de81693 > .elementor-motion-effects-container > .elementor-motion-effects-layer{background-color:#E5F3FC;}.elementor-82651 .elementor-element.elementor-element-770ea43{--display:flex;--width:100%;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;--gap:10px 10px;--row-gap:10px;--column-gap:10px;--margin-top:0px;--margin-bottom:0px;--margin-left:0px;--margin-right:0px;--padding-top:0px;--padding-bottom:20px;--padding-left:0px;--padding-right:0px;}.elementor-82651 .elementor-element.elementor-element-770ea43.e-con{--flex-grow:0;--flex-shrink:0;}.elementor-82651 .elementor-element.elementor-element-5137f09{text-align:start;}.elementor-82651 .elementor-element.elementor-element-5137f09 .elementor-heading-title{font-family:\"Outfit\", Sans-serif;font-size:42px;font-weight:300;line-height:1.2em;color:#002525;}.elementor-82651 .elementor-element.elementor-element-25b001b{--divider-border-style:solid;--divider-color:#FFF06D;--divider-border-width:4px;}.elementor-82651 .elementor-element.elementor-element-25b001b .elementor-divider-separator{width:72px;margin:0 auto;margin-left:0;}.elementor-82651 .elementor-element.elementor-element-25b001b .elementor-divider{text-align:left;padding-block-start:6px;padding-block-end:6px;}.elementor-82651 .elementor-element.elementor-element-25b001b > .elementor-widget-container{margin:0px 0px 0px 0px;padding:0px 0px 0px 0px;}.elementor-82651 .elementor-element.elementor-element-67ed1c3{text-align:start;font-family:\"Outfit\", Sans-serif;font-size:20px;font-weight:400;line-height:1.6em;color:#263238;--textColor:#263238;}.elementor-82651 .elementor-element.elementor-element-67ed1c3 > .elementor-widget-container{margin:0px 0px 10px 0px;padding:0px 0px 0px 0px;}.elementor-82651 .elementor-element.elementor-element-351c2b3{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;--justify-content:space-between;--gap:25px 25px;--row-gap:25px;--column-gap:25px;border-style:none;--border-style:none;--border-radius:25px 25px 25px 25px;box-shadow:0px 6px 33px 0px rgba(57.999999999999986, 180.0000000000002, 194, 0.3);--margin-top:0px;--margin-bottom:40px;--margin-left:0px;--margin-right:0px;--padding-top:35px;--padding-bottom:40px;--padding-left:0px;--padding-right:0px;--z-index:9;}.elementor-82651 .elementor-element.elementor-element-351c2b3:not(.elementor-motion-effects-element-type-background), .elementor-82651 .elementor-element.elementor-element-351c2b3 > .elementor-motion-effects-container > .elementor-motion-effects-layer{background-color:#FFFFFF;}.elementor-widget-icon-box.elementor-view-stacked .elementor-icon{background-color:var( --e-global-color-primary );}.elementor-widget-icon-box.elementor-view-framed .elementor-icon, .elementor-widget-icon-box.elementor-view-default .elementor-icon{fill:var( --e-global-color-primary );color:var( --e-global-color-primary );border-color:var( --e-global-color-primary );}.elementor-widget-icon-box .elementor-icon-box-title, .elementor-widget-icon-box .elementor-icon-box-title a{font-family:var( --e-global-typography-primary-font-family ), Sans-serif;font-size:var( --e-global-typography-primary-font-size );font-weight:var( --e-global-typography-primary-font-weight );}.elementor-widget-icon-box .elementor-icon-box-title{color:var( --e-global-color-primary );}.elementor-widget-icon-box:has(:hover) .elementor-icon-box-title,\n\t\t\t\t\t .elementor-widget-icon-box:has(:focus) .elementor-icon-box-title{color:var( --e-global-color-primary );}.elementor-widget-icon-box .elementor-icon-box-description{font-family:var( --e-global-typography-text-font-family ), Sans-serif;font-size:var( --e-global-typography-text-font-size );font-weight:var( --e-global-typography-text-font-weight );color:var( --e-global-color-text );}.elementor-82651 .elementor-element.elementor-element-229ab8a .elementor-icon-box-wrapper{align-items:center;gap:13px;}.elementor-82651 .elementor-element.elementor-element-229ab8a .elementor-icon{font-size:80px;}.elementor-82651 .elementor-element.elementor-element-229ab8a .elementor-icon-box-title, .elementor-82651 .elementor-element.elementor-element-229ab8a .elementor-icon-box-title a{font-family:\"Outfit\", Sans-serif;font-size:34px;font-weight:600;line-height:1.3em;}.elementor-82651 .elementor-element.elementor-element-229ab8a .elementor-icon-box-title{color:#000000;}.elementor-82651 .elementor-element.elementor-element-229ab8a:has(:hover) .elementor-icon-box-title,\n\t\t\t\t\t .elementor-82651 .elementor-element.elementor-element-229ab8a:has(:focus) .elementor-icon-box-title{color:#000000;}.elementor-82651 .elementor-element.elementor-element-229ab8a > .elementor-widget-container{padding:0px 0px 0px 40px;}.elementor-82651 .elementor-element.elementor-element-c69935b{--divider-border-style:solid;--divider-color:#3BB0BE;--divider-border-width:1px;}.elementor-82651 .elementor-element.elementor-element-c69935b .elementor-divider-separator{width:100%;}.elementor-82651 .elementor-element.elementor-element-c69935b .elementor-divider{padding-block-start:5px;padding-block-end:5px;}.elementor-82651 .elementor-element.elementor-element-c69935b > .elementor-widget-container{padding:0px 0px 0px 0px;}.elementor-82651 .elementor-element.elementor-element-4391655{text-align:start;font-family:\"Outfit\", Sans-serif;font-size:20px;font-weight:400;line-height:1.6em;color:#263238;--textColor:#263238;}.elementor-82651 .elementor-element.elementor-element-4391655 a{color:#192BC2;}.elementor-82651 .elementor-element.elementor-element-4391655 > .elementor-widget-container{margin:-10px 0px 0px 0px;padding:0px 100px 0px 40px;}.elementor-82651 .elementor-element.elementor-element-519d882{text-align:start;font-family:\"Outfit\", Sans-serif;font-size:20px;font-weight:400;line-height:1.6em;color:#263238;--textColor:#263238;}.elementor-82651 .elementor-element.elementor-element-519d882 a{color:#192BC2;}.elementor-82651 .elementor-element.elementor-element-519d882 > .elementor-widget-container{margin:-10px 0px 0px 0px;padding:0px 100px 0px 40px;}.elementor-82651 .elementor-element.elementor-element-13a22c3{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;--justify-content:space-between;--gap:25px 25px;--row-gap:25px;--column-gap:25px;border-style:none;--border-style:none;--border-radius:25px 25px 25px 25px;box-shadow:0px 6px 33px 0px rgba(57.999999999999986, 180.0000000000002, 194, 0.3);--margin-top:0px;--margin-bottom:40px;--margin-left:0px;--margin-right:0px;--padding-top:35px;--padding-bottom:40px;--padding-left:0px;--padding-right:0px;--z-index:9;}.elementor-82651 .elementor-element.elementor-element-13a22c3:not(.elementor-motion-effects-element-type-background), .elementor-82651 .elementor-element.elementor-element-13a22c3 > .elementor-motion-effects-container > .elementor-motion-effects-layer{background-color:#FFFFFF;}.elementor-82651 .elementor-element.elementor-element-bfa56c0 .elementor-icon-box-wrapper{align-items:center;gap:13px;}.elementor-82651 .elementor-element.elementor-element-bfa56c0 .elementor-icon{font-size:80px;}.elementor-82651 .elementor-element.elementor-element-bfa56c0 .elementor-icon-box-title, .elementor-82651 .elementor-element.elementor-element-bfa56c0 .elementor-icon-box-title a{font-family:\"Outfit\", Sans-serif;font-size:33px;font-weight:600;line-height:1.3em;}.elementor-82651 .elementor-element.elementor-element-bfa56c0 .elementor-icon-box-title{color:#000000;}.elementor-82651 .elementor-element.elementor-element-bfa56c0:has(:hover) .elementor-icon-box-title,\n\t\t\t\t\t .elementor-82651 .elementor-element.elementor-element-bfa56c0:has(:focus) .elementor-icon-box-title{color:#000000;}.elementor-82651 .elementor-element.elementor-element-bfa56c0 > .elementor-widget-container{padding:0px 0px 0px 40px;}.elementor-82651 .elementor-element.elementor-element-00fa845{--divider-border-style:solid;--divider-color:#3BB0BE;--divider-border-width:1px;}.elementor-82651 .elementor-element.elementor-element-00fa845 .elementor-divider-separator{width:100%;}.elementor-82651 .elementor-element.elementor-element-00fa845 .elementor-divider{padding-block-start:5px;padding-block-end:5px;}.elementor-82651 .elementor-element.elementor-element-00fa845 > .elementor-widget-container{padding:0px 0px 0px 0px;}.elementor-82651 .elementor-element.elementor-element-109ad75{text-align:start;font-family:\"Outfit\", Sans-serif;font-size:20px;font-weight:400;line-height:1.6em;color:#263238;--textColor:#263238;}.elementor-82651 .elementor-element.elementor-element-109ad75 a{color:#192BC2;}.elementor-82651 .elementor-element.elementor-element-109ad75 > .elementor-widget-container{margin:-10px 0px 0px 0px;padding:0px 100px 0px 40px;}.elementor-82651 .elementor-element.elementor-element-f16b1a3{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;--justify-content:space-between;--gap:25px 25px;--row-gap:25px;--column-gap:25px;border-style:none;--border-style:none;--border-radius:25px 25px 25px 25px;box-shadow:0px 6px 33px 0px rgba(57.999999999999986, 180.0000000000002, 194, 0.3);--margin-top:0px;--margin-bottom:40px;--margin-left:0px;--margin-right:0px;--padding-top:35px;--padding-bottom:40px;--padding-left:0px;--padding-right:0px;--z-index:9;}.elementor-82651 .elementor-element.elementor-element-f16b1a3:not(.elementor-motion-effects-element-type-background), .elementor-82651 .elementor-element.elementor-element-f16b1a3 > .elementor-motion-effects-container > .elementor-motion-effects-layer{background-color:#FFFFFF;}.elementor-82651 .elementor-element.elementor-element-e7ac639 .elementor-icon-box-wrapper{align-items:center;gap:13px;}.elementor-82651 .elementor-element.elementor-element-e7ac639 .elementor-icon{font-size:80px;}.elementor-82651 .elementor-element.elementor-element-e7ac639 .elementor-icon-box-title, .elementor-82651 .elementor-element.elementor-element-e7ac639 .elementor-icon-box-title a{font-family:\"Outfit\", Sans-serif;font-size:34px;font-weight:600;line-height:1.3em;}.elementor-82651 .elementor-element.elementor-element-e7ac639 .elementor-icon-box-title{color:#000000;}.elementor-82651 .elementor-element.elementor-element-e7ac639:has(:hover) .elementor-icon-box-title,\n\t\t\t\t\t .elementor-82651 .elementor-element.elementor-element-e7ac639:has(:focus) .elementor-icon-box-title{color:#000000;}.elementor-82651 .elementor-element.elementor-element-e7ac639 > .elementor-widget-container{padding:0px 0px 0px 40px;}.elementor-82651 .elementor-element.elementor-element-e7831dd{--divider-border-style:solid;--divider-color:#3BB0BE;--divider-border-width:1px;}.elementor-82651 .elementor-element.elementor-element-e7831dd .elementor-divider-separator{width:100%;}.elementor-82651 .elementor-element.elementor-element-e7831dd .elementor-divider{padding-block-start:5px;padding-block-end:5px;}.elementor-82651 .elementor-element.elementor-element-e7831dd > .elementor-widget-container{padding:0px 0px 0px 0px;}.elementor-82651 .elementor-element.elementor-element-91086d1{text-align:start;font-family:\"Outfit\", Sans-serif;font-size:20px;font-weight:400;line-height:1.6em;color:#263238;--textColor:#263238;}.elementor-82651 .elementor-element.elementor-element-91086d1 a{color:#192BC2;}.elementor-82651 .elementor-element.elementor-element-91086d1 > .elementor-widget-container{margin:-10px 0px 0px 0px;padding:0px 100px 0px 40px;}.elementor-82651 .elementor-element.elementor-element-7af1922{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;--justify-content:space-between;--gap:25px 25px;--row-gap:25px;--column-gap:25px;border-style:none;--border-style:none;--border-radius:25px 25px 25px 25px;box-shadow:0px 6px 33px 0px rgba(57.999999999999986, 180.0000000000002, 194, 0.3);--margin-top:0px;--margin-bottom:0px;--margin-left:0px;--margin-right:0px;--padding-top:35px;--padding-bottom:40px;--padding-left:0px;--padding-right:0px;--z-index:9;}.elementor-82651 .elementor-element.elementor-element-7af1922:not(.elementor-motion-effects-element-type-background), .elementor-82651 .elementor-element.elementor-element-7af1922 > .elementor-motion-effects-container > .elementor-motion-effects-layer{background-color:#FFFFFF;}.elementor-82651 .elementor-element.elementor-element-116e9b3 .elementor-icon-box-wrapper{align-items:center;gap:13px;}.elementor-82651 .elementor-element.elementor-element-116e9b3 .elementor-icon{font-size:80px;}.elementor-82651 .elementor-element.elementor-element-116e9b3 .elementor-icon-box-title, .elementor-82651 .elementor-element.elementor-element-116e9b3 .elementor-icon-box-title a{font-family:\"Outfit\", Sans-serif;font-size:34px;font-weight:600;line-height:1.3em;}.elementor-82651 .elementor-element.elementor-element-116e9b3 .elementor-icon-box-title{color:#000000;}.elementor-82651 .elementor-element.elementor-element-116e9b3:has(:hover) .elementor-icon-box-title,\n\t\t\t\t\t .elementor-82651 .elementor-element.elementor-element-116e9b3:has(:focus) .elementor-icon-box-title{color:#000000;}.elementor-82651 .elementor-element.elementor-element-116e9b3 > .elementor-widget-container{padding:0px 0px 0px 40px;}.elementor-82651 .elementor-element.elementor-element-b5b567c{--divider-border-style:solid;--divider-color:#3BB0BE;--divider-border-width:1px;}.elementor-82651 .elementor-element.elementor-element-b5b567c .elementor-divider-separator{width:100%;}.elementor-82651 .elementor-element.elementor-element-b5b567c .elementor-divider{padding-block-start:5px;padding-block-end:5px;}.elementor-82651 .elementor-element.elementor-element-b5b567c > .elementor-widget-container{padding:0px 0px 0px 0px;}.elementor-82651 .elementor-element.elementor-element-960a16e{text-align:start;font-family:\"Outfit\", Sans-serif;font-size:20px;font-weight:400;line-height:1.6em;color:#263238;--textColor:#263238;}.elementor-82651 .elementor-element.elementor-element-960a16e a{color:#192BC2;}.elementor-82651 .elementor-element.elementor-element-960a16e > .elementor-widget-container{margin:-10px 0px 0px 0px;padding:0px 100px 0px 40px;}.elementor-82651 .elementor-element.elementor-element-09c814f{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;--justify-content:space-between;--gap:25px 25px;--row-gap:25px;--column-gap:25px;border-style:none;--border-style:none;--border-radius:25px 25px 25px 25px;box-shadow:0px 6px 33px 0px rgba(57.999999999999986, 180.0000000000002, 194, 0.3);--margin-top:40px;--margin-bottom:0px;--margin-left:0px;--margin-right:0px;--padding-top:35px;--padding-bottom:40px;--padding-left:0px;--padding-right:0px;--z-index:9;}.elementor-82651 .elementor-element.elementor-element-09c814f:not(.elementor-motion-effects-element-type-background), .elementor-82651 .elementor-element.elementor-element-09c814f > .elementor-motion-effects-container > .elementor-motion-effects-layer{background-color:#FFFFFF;}.elementor-82651 .elementor-element.elementor-element-ff76119 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.elementor-element.elementor-element-40c2279{--divider-border-style:solid;--divider-color:#3BB0BE;--divider-border-width:1px;}.elementor-82651 .elementor-element.elementor-element-40c2279 .elementor-divider-separator{width:100%;}.elementor-82651 .elementor-element.elementor-element-40c2279 .elementor-divider{padding-block-start:5px;padding-block-end:5px;}.elementor-82651 .elementor-element.elementor-element-40c2279 > .elementor-widget-container{padding:0px 0px 0px 0px;}.elementor-82651 .elementor-element.elementor-element-7acbe89{text-align:start;font-family:\"Outfit\", Sans-serif;font-size:20px;font-weight:400;line-height:1.6em;color:#263238;--textColor:#263238;}.elementor-82651 .elementor-element.elementor-element-7acbe89 a{color:#192BC2;}.elementor-82651 .elementor-element.elementor-element-7acbe89 > .elementor-widget-container{margin:-10px 0px 0px 0px;padding:0px 100px 0px 40px;}.elementor-82651 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