{"id":11775,"date":"2025-10-29T07:10:18","date_gmt":"2025-10-29T11:10:18","guid":{"rendered":"https:\/\/www.cofomo.com\/?p=11775"},"modified":"2025-11-11T09:33:18","modified_gmt":"2025-11-11T14:33:18","slug":"histoire-succes-unifier-pour-mieux-servir","status":"publish","type":"post","link":"https:\/\/old.cofomo.com\/fr\/perspectives\/histoire-succes-unifier-pour-mieux-servir\/","title":{"rendered":"Histoire de r\u00e9ussite : Am\u00e9liorer les op\u00e9rations TI avec l&rsquo;implantation de ServiceNow pour une agence gouvernementale"},"content":{"rendered":"\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\" style=\"padding-bottom:var(--wp--preset--spacing--20)\"><em>Avant le lancement d\u2019un important projet de modernisation, un grand organisme gouvernemental faisait face \u00e0 une complexit\u00e9 grandissante dans la gestion de ses op\u00e9rations TI. Les attentes \u00e9lev\u00e9es des usagers, combin\u00e9es \u00e0 des processus fragment\u00e9s et \u00e0 des inefficacit\u00e9s croissantes, mettaient son \u00e9quipe informatique sous pression.<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>D\u00e9fis : des d\u00e9fenses num\u00e9riques \u00e0 renforcer<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"padding-bottom:0\">Tout comme les citoyens comptent sur leur gouvernement pour prot\u00e9ger leurs donn\u00e9es,<br>l\u2019organisation devait renforcer et simplifier ses propres op\u00e9rations. Sans syst\u00e8me centralis\u00e9,<br>quelque 3 000 billets par jour \u00e9taient encore trait\u00e9s manuellement par des \u00e9quipes alourdies par :<\/p>\n\n\n\n<ul class=\"wp-block-list orange\">\n<li>Des processus cloisonn\u00e9s et incoh\u00e9rents<\/li>\n\n\n\n<li>Des op\u00e9rations manuelles et chronophages<\/li>\n\n\n\n<li>Une visibilit\u00e9 limit\u00e9e sur les incidents, actifs et requ\u00eates de service<\/li>\n\n\n\n<li>Des co\u00fbts op\u00e9rationnels croissants et un carnet de commandes toujours plus charg\u00e9<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Pour un organisme gouvernemental d&rsquo;envergure, cette fragilit\u00e9 op\u00e9rationnelle repr\u00e9sentait un d\u00e9fi critique. Garantir des services fiables et s\u00e9curis\u00e9s pour des milliers d\u2019employ\u00e9s et de citoyens n\u00e9cessitait une nouvelle base moderne : des processus harmonis\u00e9s, une gouvernance renforc\u00e9e et une plateforme capable d\u2019\u00e9voluer avec les besoins futurs.<\/p>\n\n\n\n<div class=\"wp-block-stackable-spacer stk-block-spacer stk--no-padding stk-block stk-69c585c\" data-block-id=\"69c585c\"><style>.stk-69c585c {height:20px !important;}<\/style><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-left\" style=\"padding-bottom:var(--wp--preset--spacing--10)\"><strong>La solution : renforcer les fondations num\u00e9riques avec Cofomo<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-3a88641f wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p class=\"wp-block-paragraph\">La direction de l\u2019organisme a compris qu\u2019il fallait aller au-del\u00e0 d\u2019un simple assemblage d\u2019outils. Ce qu\u2019il fallait : une base solide, capable de cro\u00eetre, de se gouverner et de s\u2019adapter aux d\u00e9fis de demain. Leur vision : simplifier et harmoniser les processus critiques afin d\u2019offrir des services num\u00e9riques s\u00e9curis\u00e9s et centr\u00e9s sur le citoyen.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pour atteindre cet objectif, l\u2019organisme a choisi Cofomo pour son approche globale et transversale de la transformation num\u00e9rique. En tant que Partenaire Premier de ServiceNow, Cofomo ne se limite pas \u00e0 l\u2019expertise technologique : l\u2019entreprise apporte un accompagnement strat\u00e9gique complet, de la planification \u00e0 l\u2019implantation, soutenu par une solide exp\u00e9rience en gestion du changement et en transfert de connaissances.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image alignright size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/staging.cofomoconseil.com\/wp-content\/uploads\/2025\/09\/servicenow_partenairepng-1024x1024.png\" alt=\"\" class=\"wp-image-10927\" style=\"aspect-ratio:1;object-fit:contain;width:200px\"\/><\/figure>\n<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Une \u00e9quipe multidisciplinaire pour une mission complexe<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u00c9tant donn\u00e9 l\u2019ampleur technique et organisationnelle du projet, Cofomo a mobilis\u00e9 une \u00e9quipe aux comp\u00e9tences vari\u00e9es : ing\u00e9nieurs en int\u00e9gration de syst\u00e8mes, administrateurs de bases de donn\u00e9es, sp\u00e9cialistes des processus, gestionnaires de projet et experts en gestion du changement. Cette combinaison a permis de soutenir les \u00e9quipes internes non seulement dans le d\u00e9ploiement technologique, mais aussi dans l\u2019adoption de nouvelles fa\u00e7ons de travailler, plus efficaces.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Une collaboration agile pour un impact durable<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">En mode agile et en \u00e9troite collaboration avec les parties prenantes internes, Cofomo a implant\u00e9 le module CMDB (Configuration Management Database) de la plateforme ServiceNow comme pierre angulaire du nouvel \u00e9cosyst\u00e8me TI. Ce travail comprenait :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>La conception et la configuration d\u2019une structure CMDB unifi\u00e9e et de processus d\u2019alimentation fiables<\/li>\n\n\n\n<li>L\u2019alignement des configurations sur les meilleures pratiques d\u2019ITIL (Information Technology Infrastructure Library)<\/li>\n\n\n\n<li>L\u2019\u00e9laboration d\u2019une charte graphique pour une exp\u00e9rience homog\u00e8ne et conviviale sur la plateforme<\/li>\n\n\n\n<li>L\u2019analyse et la configuration des int\u00e9grations avec les syst\u00e8mes existants<\/li>\n\n\n\n<li>La mise en place de pratiques de gestion des incidents et des probl\u00e8mes, incluant correctifs et mises \u00e0 jour<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">En combinant implantation technologique et accompagnement au changement, Cofomo a permis \u00e0 l\u2019\u00e9quipe TI de disposer non seulement des bons outils, mais aussi des comp\u00e9tences et de la confiance n\u00e9cessaires pour faire vivre cette solution \u00e0 long terme.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-67953f90 wp-block-columns-is-layout-flex\" style=\"padding-top:var(--wp--preset--spacing--20);padding-bottom:0\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:15%\">\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/staging.cofomoconseil.com\/wp-content\/uploads\/2025\/08\/Mehdi-Kdioui.png\" alt=\"\" class=\"wp-image-10596\" style=\"object-fit:contain;width:150px;height:150px\"\/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:75%\">\n<p class=\"wp-block-paragraph\">\u00ab Chaque service num\u00e9rique repose sur la confiance. C\u2019est pourquoi b\u00e2tir un mod\u00e8le de gouvernance solide est tout aussi essentiel que d\u2019implanter la technologie elle-m\u00eame. Avec ServiceNow, nous aidons nos clients \u00e0 \u00e9tablir la r\u00e9silience n\u00e9cessaire pour offrir des services s\u00e9curis\u00e9s et fiables, aujourd\u2019hui et pour les ann\u00e9es \u00e0 venir. \u00bb<\/p>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\" style=\"padding-bottom:var(--wp--preset--spacing--20)\"><em><strong>Mehdi Kdioui<\/strong>, <\/em>Responsable du Centre d\u2019excellence ServiceNow<\/p>\n<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Les r\u00e9sultats : des op\u00e9rations durables et s\u00e9curis\u00e9es<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Le partenariat entre l\u2019organisme et Cofomo a jet\u00e9 les bases d\u2019un \u00e9cosyst\u00e8me TI moderne et r\u00e9silient. Parmi les r\u00e9sultats :<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Une source unique de v\u00e9rit\u00e9<\/strong><br>Une CMDB consolidant les actifs et configurations TI pour une gouvernance renforc\u00e9e.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Efficacit\u00e9 op\u00e9rationnelle<\/strong><br>Des processus simplifi\u00e9s, des actions correctives et des mises \u00e0 jour r\u00e9alis\u00e9es avec r\u00e9activit\u00e9.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Agilit\u00e9 et \u00e9volutivit\u00e9<\/strong><br>Une structure pr\u00eate \u00e0 accueillir de nouvelles int\u00e9grations et priorit\u00e9s num\u00e9riques.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Soutien fiable<\/strong><br>Une maintenance continue et une gestion proactive des incidents assurant la continuit\u00e9 des services.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--20)\">\n<h2 class=\"wp-block-heading\"><strong>Cap sur l\u2019avenir : la confiance \u00e0 l\u2019\u00e8re du num\u00e9rique<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Avec sa nouvelle fondation ServiceNow, l\u2019organisme est d\u00e9sormais mieux pr\u00e9par\u00e9 \u00e0 affronter l\u2019avenir en toute confiance. En renfor\u00e7ant ses op\u00e9rations TI aujourd\u2019hui, il construit la r\u00e9silience n\u00e9cessaire pour offrir demain des services num\u00e9riques s\u00e9curis\u00e9s et centr\u00e9s sur le citoyen.<br><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cette transformation illustre une le\u00e7on essentielle pour toute organisation publique : Investir dans des processus TI unifi\u00e9s et automatis\u00e9s, ce n\u2019est pas seulement une question de technologie ; c\u2019est avant tout une question de confiance, d\u2019efficacit\u00e9 et de capacit\u00e9 \u00e0 r\u00e9pondre aux attentes num\u00e9riques croissantes.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--20)\">\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>D\u00e9couvrez comment Cofomo peut vous accompagner dans le d\u00e9ploiement et l\u2019optimisation de ServiceNow.<\/strong><\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-271443ed wp-block-buttons-is-layout-flex\" style=\"margin-top:var(--wp--preset--spacing--20);margin-bottom:var(--wp--preset--spacing--20)\">\n<div class=\"wp-block-button is-style-fill\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/old.cofomo.com\/fr\/premier-partenaire-servicenow\/\" style=\"border-radius:0px;padding-top:5px;padding-bottom:5px\"><strong>EN APprendre davantage<\/strong><\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignfull mobile-padding-30 has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--30);padding-bottom:var(--wp--preset--spacing--30)\">\n<h2 class=\"wp-block-heading has-text-align-center has-large-font-size\"><strong>Articles en vedette<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-query alignwide is-layout-flow wp-block-query-is-layout-flow\">\n\n\n<div class=\"wp-block-group is-layout-flow wp-container-core-group-is-layout-a645e17b wp-block-group-is-layout-flow\" style=\"border-style:none;border-width:0px;margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--10);padding-right:0;padding-bottom:var(--wp--preset--spacing--10);padding-left:0\"><ul class=\"has-link-color columns-3 alignfull homepage-posts owl-carousel wp-elements-1 wp-block-post-template has-text-color has-softblack-color is-layout-grid wp-container-core-post-template-is-layout-a765b968 wp-block-post-template-is-layout-grid\"><li class=\"wp-block-post post-11939 post type-post status-publish format-standard has-post-thumbnail hentry category-perspectives tag-agilite tag-servicenow expertise-servicenow-fr topics-histoires-de-reussite\">\n<figure style=\"padding-bottom:0;margin-bottom:0\" class=\"wp-block-post-featured-image wp-elements-1\"><a href=\"https:\/\/old.cofomo.com\/fr\/perspectives\/histoire-de-reussite-renforcer-la-gouvernance-des-risques-grace-a-lexpertise-servicenow-de-cofomo\/\" target=\"_self\" ><img loading=\"lazy\" decoding=\"async\" width=\"2048\" height=\"996\" src=\"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Histoire-de-reussite-detaillant-et-distributeur.png\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Histoire de r\u00e9ussite : Renforcer la gouvernance des risques gr\u00e2ce \u00e0 l\u2019expertise ServiceNow de Cofomo.\" style=\"border-radius:0px;aspect-ratio:1;width:100%;object-fit:cover;\" srcset=\"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Histoire-de-reussite-detaillant-et-distributeur.png 2048w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Histoire-de-reussite-detaillant-et-distributeur-300x146.png 300w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Histoire-de-reussite-detaillant-et-distributeur-1024x498.png 1024w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Histoire-de-reussite-detaillant-et-distributeur-768x374.png 768w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/11\/Histoire-de-reussite-detaillant-et-distributeur-1536x747.png 1536w\" sizes=\"auto, (max-width: 2048px) 100vw, 2048px\" \/><\/a><\/figure>\n\n\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-c58fbf57 wp-block-group-is-layout-flex\" style=\"margin-top:var(--wp--preset--spacing--20);padding-top:0\"><h2 class=\"has-text-align-center wp-block-post-title has-medium-font-size wp-container-content-32e3a40d\"><a href=\"https:\/\/old.cofomo.com\/fr\/perspectives\/histoire-de-reussite-renforcer-la-gouvernance-des-risques-grace-a-lexpertise-servicenow-de-cofomo\/\" target=\"_self\" >Histoire de r\u00e9ussite : Renforcer la gouvernance des risques gr\u00e2ce \u00e0 l\u2019expertise ServiceNow de Cofomo.<\/a><\/h2><\/div>\n\n<\/li><li class=\"wp-block-post post-11775 post type-post status-publish format-standard has-post-thumbnail hentry category-perspectives tag-agilite tag-servicenow expertise-servicenow-fr topics-histoires-de-reussite\">\n<figure style=\"padding-bottom:0;margin-bottom:0\" class=\"wp-block-post-featured-image wp-elements-1\"><a href=\"https:\/\/old.cofomo.com\/fr\/perspectives\/histoire-succes-unifier-pour-mieux-servir\/\" target=\"_self\" ><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"1080\" src=\"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/equipe_it.png\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Histoire de r\u00e9ussite : Am\u00e9liorer les op\u00e9rations TI avec l&rsquo;implantation de ServiceNow pour une agence gouvernementale\" style=\"border-radius:0px;aspect-ratio:1;width:100%;object-fit:cover;\" srcset=\"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/equipe_it.png 1080w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/equipe_it-300x300.png 300w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/equipe_it-1024x1024.png 1024w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/equipe_it-150x150.png 150w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/equipe_it-768x768.png 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/a><\/figure>\n\n\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-c58fbf57 wp-block-group-is-layout-flex\" style=\"margin-top:var(--wp--preset--spacing--20);padding-top:0\"><h2 class=\"has-text-align-center wp-block-post-title has-medium-font-size wp-container-content-32e3a40d\"><a href=\"https:\/\/old.cofomo.com\/fr\/perspectives\/histoire-succes-unifier-pour-mieux-servir\/\" target=\"_self\" >Histoire de r\u00e9ussite : Am\u00e9liorer les op\u00e9rations TI avec l&rsquo;implantation de ServiceNow pour une agence gouvernementale<\/a><\/h2><\/div>\n\n<\/li><li class=\"wp-block-post post-11711 post type-post status-publish format-standard has-post-thumbnail hentry category-non-classifiee category-perspectives tag-agilite tag-servicenow topics-histoires-de-reussite\">\n<figure style=\"padding-bottom:0;margin-bottom:0\" class=\"wp-block-post-featured-image wp-elements-1\"><a href=\"https:\/\/old.cofomo.com\/fr\/perspectives\/histoire-de-succes-ameliorer-les-services-de-sante\/\" target=\"_self\" ><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"1080\" src=\"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/Medecin_it.png\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Histoire de r\u00e9ussite : Am\u00e9liorer les services de sant\u00e9 de dizaines de milliers de personnes gr\u00e2ce \u00e0 la mise en \u0153uvre de ServiceNow par Cofomo\" style=\"border-radius:0px;aspect-ratio:1;width:100%;object-fit:cover;\" srcset=\"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/Medecin_it.png 1080w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/Medecin_it-300x300.png 300w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/Medecin_it-1024x1024.png 1024w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/Medecin_it-150x150.png 150w, https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/Medecin_it-768x768.png 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/><\/a><\/figure>\n\n\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-c58fbf57 wp-block-group-is-layout-flex\" style=\"margin-top:var(--wp--preset--spacing--20);padding-top:0\"><h2 class=\"has-text-align-center wp-block-post-title has-medium-font-size wp-container-content-32e3a40d\"><a href=\"https:\/\/old.cofomo.com\/fr\/perspectives\/histoire-de-succes-ameliorer-les-services-de-sante\/\" target=\"_self\" >Histoire de r\u00e9ussite : Am\u00e9liorer les services de sant\u00e9 de dizaines de milliers de personnes gr\u00e2ce \u00e0 la mise en \u0153uvre de ServiceNow par Cofomo<\/a><\/h2><\/div>\n\n<\/li><\/ul><\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Avant le lancement d\u2019un important projet de modernisation, un grand organisme responsable de la cybers\u00e9curit\u00e9 et des services num\u00e9riques faisait face \u00e0 une complexit\u00e9 grandissante dans la gestion de ses op\u00e9rations TI. Les attentes \u00e9lev\u00e9es des usagers, combin\u00e9es \u00e0 des processus fragment\u00e9s et \u00e0 des inefficacit\u00e9s croissantes, mettaient son \u00e9quipe informatique sous pression.<\/p>\n","protected":false},"author":17,"featured_media":11776,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[80],"tags":[91,109],"expertise":[78],"topics":[40],"class_list":["post-11775","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-perspectives","tag-agilite","tag-servicenow","expertise-servicenow-fr","topics-histoires-de-reussite"],"featured_image_src":"https:\/\/old.cofomo.com\/wp-content\/uploads\/2025\/10\/equipe_it.png","author_info":{"display_name":"Claire Le Cam","author_link":"https:\/\/old.cofomo.com\/fr\/author\/webtarget-claire\/"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - 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