{"id":360786,"date":"2023-05-30T14:55:07","date_gmt":"2023-05-30T14:55:07","guid":{"rendered":"https:\/\/pandorafms.com\/itsm\/grupo-amma\/"},"modified":"2025-01-22T12:45:14","modified_gmt":"2025-01-22T12:45:14","slug":"grupo-amma","status":"publish","type":"page","link":"https:\/\/pandorafms.com\/fr\/itsm\/grupo-amma\/","title":{"rendered":"ITSM Grupo Amma – Cas de clients"},"content":{"rendered":"

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Grupo Amma<\/h1>\n

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Cas des clients<\/strong><\/p>\n

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\u00ab\u00a0Nous avions besoin d’une solution enti\u00e8rement int\u00e9gr\u00e9e et d’une soci\u00e9t\u00e9 experte pour la soutenir et nous apporter l’assistance dont nous avions besoin.\u00a0\u00bb<\/p>\n

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Ibor Rodriguez Barredo. Directeur des syst\u00e8mes d’information et des technologies (CIO CTO) au sein du Grupo Amma.<\/strong><\/p>\n

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Contexte et point de d\u00e9part : Le d\u00e9fi<\/span><\/h2>\n

[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.22.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]Le groupe AMMA avait besoin de remplacer son ancienne application de monitoring par une nouvelle, plus intuitive, tout en l’int\u00e9grant \u00e0 un puissant syst\u00e8me de ticketing. Nous travaillions depuis longtemps avec des solutions OpenSource telles que GLPI et Nagios.<\/p>\n

Ces deux applications \u00e9taient de bonnes options pour nous au d\u00e9but, mais Grupo Amma est aujourd’hui une entreprise plus grande et plus complexe, et nous avions donc besoin d’une solution enti\u00e8rement int\u00e9gr\u00e9e avec une entreprise experte pour la soutenir et nous donner du support quand nous en avions besoin.<\/strong><\/p>\n

La fa\u00e7on dont les r\u00e8gles d’alarme \u00e9taient mises en \u0153uvre dans notre syst\u00e8me pr\u00e9c\u00e9dent nous obscurcissait, et avec la complexit\u00e9 de l’entreprise, nous avions besoin d’une meilleure fa\u00e7on de d\u00e9finir les alarmes et de g\u00e9rer les incidents informatiques (par le biais de tickets).<\/strong>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1″ admin_label=\u00a0\u00bbticketing helpdesk\u00a0\u00bb module_id=\u00a0\u00bbTicketingHelpdesk\u00a0\u00bb _builder_version=\u00a0\u00bb4.21.0″ background_color=\u00a0\u00bb#f8f8f8″ background_image=\u00a0\u00bbhttps:\/\/pandorafms.com\/wp-content\/uploads\/2023\/06\/ITSM_fondo-casos.png\u00a0\u00bb background_size=\u00a0\u00bbcontain\u00a0\u00bb background_position=\u00a0\u00bbtop_center\u00a0\u00bb custom_margin=\u00a0\u00bb0px||0px||false|false\u00a0\u00bb custom_padding=\u00a0\u00bb70px||70px||false|false\u00a0\u00bb custom_css_main_element=\u00a0\u00bbpadding: 20px;\u00a0\u00bb border_color_bottom=\u00a0\u00bb#eaeaea\u00a0\u00bb transparent_background=\u00a0\u00bboff\u00a0\u00bb make_fullwidth=\u00a0\u00bboff\u00a0\u00bb use_custom_width=\u00a0\u00bboff\u00a0\u00bb width_unit=\u00a0\u00bbon\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.16″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb0px||0px||true|false\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px||true|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.16″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text admin_label=\u00a0\u00bbText\u00a0\u00bb _builder_version=\u00a0\u00bb4.22.0″ background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb text_orientation=\u00a0\u00bbcenter\u00a0\u00bb max_width_tablet=\u00a0\u00bb87%\u00a0\u00bb max_width_phone=\u00a0\u00bb100%\u00a0\u00bb max_width_last_edited=\u00a0\u00bbon|tablet\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb custom_margin=\u00a0\u00bb0px||40px||false|false\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px||false|false\u00a0\u00bb use_border_color=\u00a0\u00bboff\u00a0\u00bb border_color=\u00a0\u00bb#ffffff\u00a0\u00bb border_style=\u00a0\u00bbsolid\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

R\u00e9ponse au probl\u00e8me : la solution<\/span><\/h2>\n

[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.22.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]Nous avons choisi cette solution parce qu’elle int\u00e8gre le syst\u00e8me de surveillance Pandora FMS avec le syst\u00e8me de ticketing Pandora ITSM. Nous avons \u00e9galement pris cette d\u00e9cision parce que Pandora a \u00e9t\u00e9 en mesure de s’adapter rapidement \u00e0 nos exigences et qu’elle a fait preuve d’un grand engagement envers ses clients en g\u00e9n\u00e9ral.<\/p>\n

L’un des principaux objectifs de notre \u00e9quipe technique est de tout simplifier. Si les outils utilis\u00e9s sont conviviaux (comme peuvent l’\u00eatre Pandora FMS et Pandora ITSM), le processus sera mis en \u0153uvre plus rapidement et sera plus utile pour l’entreprise.<\/p>\n

C’est ainsi que nous surmontons l’adversit\u00e9 : en trouvant les bons outils et en apprenant les bonnes choses \u00e0 leur sujet.<\/strong>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1″ admin_label=\u00a0\u00bbticketing helpdesk\u00a0\u00bb module_id=\u00a0\u00bbTicketingHelpdesk\u00a0\u00bb _builder_version=\u00a0\u00bb4.16″ background_enable_color=\u00a0\u00bboff\u00a0\u00bb background_enable_image=\u00a0\u00bboff\u00a0\u00bb background_size=\u00a0\u00bbcontain\u00a0\u00bb background_position=\u00a0\u00bbbottom_center\u00a0\u00bb custom_margin=\u00a0\u00bb0px||0px||false|false\u00a0\u00bb custom_padding=\u00a0\u00bb70px||70px||false|false\u00a0\u00bb custom_css_main_element=\u00a0\u00bbpadding: 20px;\u00a0\u00bb border_color_bottom=\u00a0\u00bb#eaeaea\u00a0\u00bb transparent_background=\u00a0\u00bboff\u00a0\u00bb make_fullwidth=\u00a0\u00bboff\u00a0\u00bb use_custom_width=\u00a0\u00bboff\u00a0\u00bb width_unit=\u00a0\u00bbon\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.16″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb0px||0px||true|false\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px||true|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.16″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text admin_label=\u00a0\u00bbText\u00a0\u00bb _builder_version=\u00a0\u00bb4.22.0″ background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb text_orientation=\u00a0\u00bbcenter\u00a0\u00bb max_width_tablet=\u00a0\u00bb87%\u00a0\u00bb max_width_phone=\u00a0\u00bb100%\u00a0\u00bb max_width_last_edited=\u00a0\u00bbon|tablet\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb custom_margin=\u00a0\u00bb0px||40px||false|false\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px||false|false\u00a0\u00bb use_border_color=\u00a0\u00bboff\u00a0\u00bb border_color=\u00a0\u00bb#ffffff\u00a0\u00bb border_style=\u00a0\u00bbsolid\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

R\u00e9sultats <\/span>de la mise en \u0153uvre de Pandora ITSM<\/h2>\n

[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.22.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]Nous savons d\u00e9sormais instantan\u00e9ment ce qui se passe dans tous les syst\u00e8mes informatiques de notre entreprise.<\/strong><\/p>\n

Nous avons \u00e9largi le nombre de processus contr\u00f4l\u00e9s par l’outil. Auparavant, des processus tels que la gestion des changements ou de la configuration n’\u00e9taient pas ex\u00e9cut\u00e9s \u00e0 l’aide de l’outil. De plus, avec Pandora ITSM, les accords de niveau de service sont couverts, alors qu’ils ne l’\u00e9taient pas dans notre outil pr\u00e9c\u00e9dent.<\/strong>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.21.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb background_enable_color=\u00a0\u00bboff\u00a0\u00bb custom_margin=\u00a0\u00bb20px||20px||true|false\u00a0\u00bb custom_padding=\u00a0\u00bb20px||20px||true|false\u00a0\u00bb border_radii=\u00a0\u00bbon|10px|10px|10px|10px\u00a0\u00bb border_width_all=\u00a0\u00bb1px\u00a0\u00bb border_color_all=\u00a0\u00bb#00c284″ global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.16″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.22.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb max_width=\u00a0\u00bb90%\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb custom_padding=\u00a0\u00bb30px|50px|30px|50px|true|true\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

\u201cD\u00e9sormais, nous savons instantan\u00e9ment ce qui se passe avec chaque syst\u00e8me informatique de notre entreprise\u201d<\/h5>\n

Ibor Rodriguez Barredo. Directeur des syst\u00e8mes d’information et de la technologie (CIO \/ CTO) chez Grupo Amma.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.16″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb0px||0px||true|false\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px||true|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.16″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.22.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]Nous disposons d\u00e9sormais d’un outil facile \u00e0 utiliser et \u00e0 exploiter, qui \u00e9volue \u00e9galement au fil du temps. Nous sommes aujourd’hui 25 gestionnaires qui assistent environ 500 utilisateurs (des personnes qui signalent des probl\u00e8mes et peuvent ensuite voir leur statut). Pandora ITSM a r\u00e9ussi \u00e0 offrir une \u00e9conomie de 50% sur les d\u00e9veloppements \u00e9volutifs et les extras qui peuvent \u00eatre une exigence pour le syst\u00e8me, en termes de norme que Pandora ITSM applique. En outre, le d\u00e9lai d’enregistrement des incidents est r\u00e9duit de 25 %.[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.21.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb background_enable_color=\u00a0\u00bboff\u00a0\u00bb custom_margin=\u00a0\u00bb20px||20px||true|false\u00a0\u00bb custom_padding=\u00a0\u00bb20px||20px||true|false\u00a0\u00bb border_radii=\u00a0\u00bbon|10px|10px|10px|10px\u00a0\u00bb border_width_all=\u00a0\u00bb1px\u00a0\u00bb border_color_all=\u00a0\u00bb#00c284″ global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4″ _builder_version=\u00a0\u00bb4.16″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.22.0″ _module_preset=\u00a0\u00bbdefault\u00a0\u00bb max_width=\u00a0\u00bb90%\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb custom_padding=\u00a0\u00bb30px|50px|30px|50px|true|true\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n

\u201cPandora ITSM a r\u00e9duit de 25 % le temps n\u00e9cessaire \u00e0 l’enregistrement de nouveaux incidents.\u201d<\/h5>\n

Ibor Rodriguez Barredo. Directeur des syst\u00e8mes d’information et de la technologie (CIO \/ CTO) chez Grupo Amma.<\/p>\n

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\u00c0 propos du Grupo Amma<\/span><\/h2>\n

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Le groupe Amma est une entreprise sp\u00e9cialis\u00e9e dans la gestion de maisons de retraite en Espagne. Avec plus de 500 lits et un chiffre d’affaires annuel d’environ 100 millions d’euros, c’est l’une des cinq plus grandes entreprises du secteur de la sant\u00e9 en Espagne. Elle est orient\u00e9e vers le patient et croit en une mani\u00e8re humanitaire de fournir des services \u00e0 chaque client, car chacun est consid\u00e9r\u00e9 comme une personne avant d’\u00eatre un client.<\/p>\n

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Pandora ITSM est un logiciel pour les PME qui int\u00e8gre toutes les t\u00e2ches li\u00e9es \u00e0 la gestion des clients, des projets et d’un service d’assistance en un seul outil<\/p>\n

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Il comprend des fonctionnalit\u00e9s utiles pour tous les types d’entreprises et de probl\u00e8mes.<\/p>\n

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Grupo AmmaCas des clients\u00a0\u00bbNous avions besoin d’une solution enti\u00e8rement int\u00e9gr\u00e9e et d’une soci\u00e9t\u00e9 experte pour la soutenir et nous apporter l’assistance dont nous avions besoin.\u00a0\u00bbIbor Rodriguez Barredo. Directeur des syst\u00e8mes d’information et des technologies (CIO CTO) au sein du Grupo Amma.Contexte et point de d\u00e9part : Le d\u00e9fiLe groupe AMMA avait besoin de remplacer son […]<\/p>\n","protected":false},"author":33,"featured_media":347399,"parent":359597,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","_joinchat":[],"footnotes":""},"class_list":["post-360786","page","type-page","status-publish","has-post-thumbnail","hentry"],"_links":{"self":[{"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/pages\/360786","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/users\/33"}],"replies":[{"embeddable":true,"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/comments?post=360786"}],"version-history":[{"count":7,"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/pages\/360786\/revisions"}],"predecessor-version":[{"id":360917,"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/pages\/360786\/revisions\/360917"}],"up":[{"embeddable":true,"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/pages\/359597"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/media\/347399"}],"wp:attachment":[{"href":"https:\/\/pandorafms.com\/fr\/wp-json\/wp\/v2\/media?parent=360786"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}