{"id":83,"date":"2002-01-01T17:59:30","date_gmt":"2002-01-01T17:59:30","guid":{"rendered":"http:\/\/www.chezpiotr.com\/wordpress\/?p=83"},"modified":"2017-02-04T16:44:00","modified_gmt":"2017-02-04T16:44:00","slug":"2002-suivi-et-pilotage-des-incidents-techniques-des-clients","status":"publish","type":"post","link":"https:\/\/www.chezpiotr.com\/wordpress\/experiences\/2002-suivi-et-pilotage-des-incidents-techniques-des-clients\/","title":{"rendered":"2002 : Suivi et pilotage des incidents techniques des clients"},"content":{"rendered":"<h2>Support utilisateurs technique <strong>chez\u00a0<\/strong>@ction.com<\/h2>\n<p>recueillir les incidents et probl\u00e9matiques techniques pour une r\u00e9ponse imm\u00e9diate ou programm\u00e9e sur site et mettre en place les outils\/proc\u00e9dure de diagnostique.<!--more--><\/p>\n<h2>contexte<\/h2>\n<p>Notre logiciel est distribu\u00e9 aux clients sous deux formes : enti\u00e8rement h\u00e9berg\u00e9 et administr\u00e9 par nos soins ou mis \u00e0 disposition sur le r\u00e9seau du client. Dans ce derniers cas de figure, nous devons r\u00e9pondre aux sollicitations techniques soit en cas de probl\u00e8me li\u00e9 \u00e0 l&rsquo;outil ou bien encore en cas de modifications d&rsquo;architecture (d\u00e9placement de serveur, etc).<\/p>\n<h2>Les actions<\/h2>\n<ul>\n<li>R\u00e9diger la documentation technique<\/li>\n<li>Analyser les probl\u00e9matiques remont\u00e9s par les techniciens<\/li>\n<li>Valider les sc\u00e9narios d&rsquo;intervention sur les architectures<\/li>\n<li>Assurer la correction de l&rsquo;anomalie<\/li>\n<\/ul>\n<h2>Fin de mission<\/h2>\n<p>Le support technique n&rsquo;est finalement que peu sollicit\u00e9 car les possibilit\u00e9s d&rsquo;administration sont restreintes. La derni\u00e8re intervention de ce type a eu lieu environ 1 an apr\u00e8s la liquidation de la soci\u00e9t\u00e9 (sic), l&rsquo;application ayant plant\u00e9e suite \u00e0 une mise \u00e0 jour des serveurs.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Support utilisateurs technique chez\u00a0@ction.com recueillir les incidents et probl\u00e9matiques techniques pour une r\u00e9ponse imm\u00e9diate ou programm\u00e9e sur site et mettre en place les outils\/proc\u00e9dure de diagnostique.<\/p>\n","protected":false},"author":1,"featured_media":342,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5,25],"tags":[13,18],"_links":{"self":[{"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/posts\/83"}],"collection":[{"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/comments?post=83"}],"version-history":[{"count":1,"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/posts\/83\/revisions"}],"predecessor-version":[{"id":84,"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/posts\/83\/revisions\/84"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/media\/342"}],"wp:attachment":[{"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/media?parent=83"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/categories?post=83"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.chezpiotr.com\/wordpress\/wp-json\/wp\/v2\/tags?post=83"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}