{"id":9367,"date":"2026-05-27T11:40:03","date_gmt":"2026-05-27T11:40:03","guid":{"rendered":"https:\/\/soroc.com\/?p=9367"},"modified":"2026-05-28T11:40:35","modified_gmt":"2026-05-28T11:40:35","slug":"the-ticket-era-is-over-heres-what-comes-next","status":"publish","type":"post","link":"https:\/\/soroc.com\/fr\/the-ticket-era-is-over-heres-what-comes-next\/","title":{"rendered":"L'\u00e8re du ticket est termin\u00e9e. Voici ce qui vient ensuite."},"content":{"rendered":"<p class=\"wp-block-paragraph\">Depuis des d\u00e9cennies, la relation entre une entreprise et son d\u00e9partement informatique \u00e9tait d\u00e9finie par une seule mesure, discutablement imparfaite : le ticket.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Quelque chose se casse, un utilisateur soumet une demande et un technicien la cl\u00f4ture finalement. Cette boucle de \u201c r\u00e9paration \u201d est devenue le fondement de l'industrie des services g\u00e9r\u00e9s. Le succ\u00e8s \u00e9tait mesur\u00e9 par le nombre de personnes que l'on pouvait consacrer \u00e0 une file d'attente et le nombre d'outils que l'on pouvait empiler pour g\u00e9rer le chaos. C'\u00e9tait un mod\u00e8le con\u00e7u pour la stabilit\u00e9 dans un monde statique.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Mais le monde n'est plus statique, et l\u201c\u201d\u00c8re du Ticket\" a officiellement atteint sa date d'expiration.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Du support technique au moteur de croissance<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le mandat du leadership technologique a subi un changement fondamental. Nous sortons de l'\u00e8re du \u201c maintien des services \u201d pour entrer dans une p\u00e9riode de cr\u00e9ation de valeur agressive.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Selon&nbsp;<a href=\"https:\/\/www.idc.com\/resource-center\/blog\/the-2025-ceo-agenda-transforming-business-for-an-ai-world\/\">L'\u00e9tude sur l'agenda technologique des PDG d'IDC en 2025<\/a>, Le changement est frappant : moins d&#x27;un PDG sur quatre attend d\u00e9sormais de ses responsables techniques qu&#x27;ils se concentrent principalement sur la r\u00e9duction des co\u00fbts. Au contraire, 75% leur confient la mission de piloter la transformation num\u00e9rique et d&#x27;ouvrir de nouvelles sources de revenus gr\u00e2ce \u00e0 l&#x27;IA.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La r\u00e9alit\u00e9 est que l'informatique n'est plus une organisation de support ; c'est un moteur de croissance. Et vous ne pouvez pas faire fonctionner un moteur de croissance via une file d'attente de tickets manuelle.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Le probl\u00e8me de la boucle h\u00e9rit\u00e9e<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La plupart des entreprises fonctionnent encore aujourd'hui en silos fonctionnels. L'informatique g\u00e8re les appareils ; les RH g\u00e8rent les personnes ; les installations g\u00e8rent l'environnement physique. Chacun a son propre mod\u00e8le de r\u00e9ponse d\u00e9connect\u00e9, sa propre file d'attente \u201ctrou noir\u201d, et son propre ensemble d'accords de niveau de service (SLA) rigides.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cette fragmentation cr\u00e9e une \u201ctaxe\u201d sur l'employ\u00e9 moderne. Lorsque la prestation de services est r\u00e9active, l'entreprise est perp\u00e9tuellement en retard. Chaque heure pass\u00e9e sur un ticket de d\u00e9pannage \u00e0 faible valeur est une heure vol\u00e9e \u00e0 l'innovation strat\u00e9gique.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pour combler cet \u00e9cart, nous devons aller au-del\u00e0 d'une billetterie \u201c am\u00e9lior\u00e9e \u201d. Nous avons besoin d'une couche d'exploitation \u00e0 z\u00e9ro contact qui pr\u00e9dit et r\u00e9sout les probl\u00e8mes avant m\u00eame qu'ils n'atteignent la conscience humaine.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">D\u00e9finir l'Entreprise Autonome<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Il convient d'\u00eatre pr\u00e9cis ici, car le terme \u201c autonome \u201d est galvaud\u00e9.\u00a0<a href=\"https:\/\/pomeroy.com\/how-agentic-ai-frameworks-deliver-measurable-efficiency-scale-and-resilience\/\">Il ne s'agit pas d'un chatbot<\/a> cela vous renvoie \u00e0 un article de la base de connaissances.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>L'autonomie v\u00e9ritable signifie que le syst\u00e8me diagnostique la cause profonde, ex\u00e9cute la correction, valide le r\u00e9sultat et boucle la boucle, souvent avant m\u00eame qu'un technicien humain ne voie la demande.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Lorsqu'une couche d'intelligence est con\u00e7ue sp\u00e9cifiquement pour orchestrer des agents sur tous les domaines, des op\u00e9rations cloud aux protocoles de s\u00e9curit\u00e9, les r\u00e9sultats sont transformateurs :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>R\u00e9silience proactive :\u00a0<\/strong>Syst\u00e8mes qui lisent des signaux et agissent en temps r\u00e9el pour <strong>pr\u00e9venir les interruptions de service.<\/strong><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>R\u00e9solution imm\u00e9diate :<\/strong>\u00a0Passer d'un \u201cTemps Moyen de R\u00e9paration\u201d mesur\u00e9 en heures \u00e0 un mesur\u00e9 en secondes.<\/li>\n\n\n\n<li><strong>Capacit\u00e9 strat\u00e9gique :\u00a0<\/strong>Lib\u00e9rer jusqu&#x27;\u00e0 80% d&#x27;heures de travail du service d&#x27;assistance, permettant ainsi \u00e0 vos collaborateurs les plus talentueux de se concentrer sur la mission de transformation d\u00e9finie par le PDG.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Le foss\u00e9 concurrentiel<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">L'\u00e9cart se creuse entre les organisations g\u00e9rant des op\u00e9rations autonomes et celles qui sont encore li\u00e9es aux processus manuels. Il ne s'agit pas seulement d'efficacit\u00e9 op\u00e9rationnelle, mais de rapidit\u00e9. Les organisations qui passent \u00e0 une\u00a0<a href=\"https:\/\/pomeroy.com\/banzai-the-platform-that-turns-your-operations-autonomous\/\">Mod\u00e8le de service natif pour l&#x27;IA<\/a>\u00a0La capture va maintenant au-del\u00e0 des \u00e9conomies de co\u00fbts. Elles permettent de capturer un avantage en termes de talents en \u00e9liminant la friction qui frustre les travailleurs modernes, et un avantage strat\u00e9gique en lib\u00e9rant le budget et l'espace mental n\u00e9cessaires pour diriger leur industrie.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L'industrie des services g\u00e9r\u00e9s a vendu le m\u00eame mod\u00e8le \u00e0 forte intensit\u00e9 de main-d'\u0153uvre pendant vingt ans. Mais quand l'IA peut agir et r\u00e9soudre sans qu'on le lui demande, l'informatique cesse d'\u00eatre un centre de co\u00fbts et devient une arme concurrentielle.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L'\u00e8re du ticket est r\u00e9volue. La seule question qui reste est la rapidit\u00e9 avec laquelle vous \u00eates pr\u00eat \u00e0 avancer vers ce qui vient ensuite.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/pomeroy.com\/smartworkplace\/\">D\u00e9couvrez l'avenir de la transformation de l'exp\u00e9rience au travail<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"<p>For decades, the relationship between an enterprise and its IT department was defined by a single, arguably flawed unit of measure:&nbsp;the ticket. Something breaks, a user submits a request, and a technician eventually closes it. This \u201cbreak-fix\u201d loop became the bedrock of the managed services industry. Success was measured by how many people you could [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":3989,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[12],"tags":[],"class_list":["post-9367","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The Ticket Era is Over.\u00a0 Here\u2019s What Comes Next. - Soroc<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/soroc.com\/fr\/the-ticket-era-is-over-heres-what-comes-next\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Ticket Era is Over.\u00a0 Here\u2019s What Comes Next. - Soroc\" \/>\n<meta property=\"og:description\" content=\"For decades, the relationship between an enterprise and its IT department was defined by a single, arguably flawed unit of measure:&nbsp;the ticket. 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