{"id":15456,"date":"2021-12-30T11:30:45","date_gmt":"2021-12-30T11:30:45","guid":{"rendered":"https:\/\/www.isqe.com\/?page_id=15456"},"modified":"2022-06-09T19:58:36","modified_gmt":"2022-06-09T19:58:36","slug":"end-user-support","status":"publish","type":"page","link":"https:\/\/www.isqe.com\/fr\/end-user-support\/","title":{"rendered":"Assistance utilisateur final"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><div class=\"vc_row wpb_row section vc_row-fluid  vc_custom_1641394844318\" style=' text-align:left;'><div class=\"full_section_inner clearfix\"><div class=\"wpb_column vc_column_container vc_col-sm-12\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class='q_elements_holder two_columns eh_two_columns_66_33 responsive_mode_from_768' ><div class='q_elements_item' data-animation='no' data-item-class='q_elements_holder_custom_652389' style='background-image: url(https:\/\/www.isqe.com\/wp-content\/uploads\/2022\/01\/end-user-support-ISQE.jpg);background-position: center;background-size: cover;'><div class='q_elements_item_inner'><div class='q_elements_item_content q_elements_holder_custom_652389'><\/div><\/div><\/div><div class='q_elements_item' data-animation='no' data-item-class='q_elements_holder_custom_845389' style='background-color:#ed1b34;'><div class='q_elements_item_inner'><div class='q_elements_item_content q_elements_holder_custom_845389' style='padding:20% 10% 20% 10%'>\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<h2 style=\"text-align: left;\"><span style=\"color: #fff; font-size: 74px; text-transform: lowercase; letter-spacing: -4px; line-height: 0.9em;\">Assistance utilisateur final<br \/>\n<\/span><\/h2>\n\n\t\t<\/div>\n\t<\/div><div class=\"separator  small left\" style=\"margin-top: 12px;background-color: #9d0b0f;\"><\/div><div class=\"vc_empty_space\"  style=\"height: 100px\" >\n\t<span class=\"vc_empty_space_inner\">\n\t\t<span class=\"empty_space_image\"  ><\/span>\n\t<\/span>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div      class=\"vc_row wpb_row section vc_row-fluid  grid_section\" style='background-color:#ffffff; padding-top:87px; padding-bottom:0px; text-align:center;'><div class=\"section_inner clearfix\"><div class='section_inner_margin clearfix'><div class=\"wpb_column vc_column_container vc_col-sm-12\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p style=\"text-align: center; font-size: 24px;\"><span style=\"color: #000000;\"><strong>Service d\u2019assistance et de maintenance - Garantie de fourniture<\/strong><\/span><\/p>\n\n\t\t<\/div>\n\t<\/div><div class=\"separator  transparent\" style=\"margin-top: 31px;margin-bottom: 0px;\"><\/div>\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p style=\"text-align: left;\">Le d\u00e9ploiement de chaque projet comprend une p\u00e9riode de maintenance et d\u2019assistance apr\u00e8s l\u2019entr\u00e9e en production.<\/p>\n\n\t\t<\/div>\n\t<\/div><div class=\"separator  transparent\" style=\"margin-top: 31px;margin-bottom: 0px;\"><\/div><div      class=\"vc_row wpb_row section vc_row-fluid vc_inner\" style=' text-align:left;'><div class=\"full_section_inner clearfix\"><div class=\"wpb_column vc_column_container vc_col-sm-6\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"separator  small left\" style=\"margin-top: 2px;background-color: #000000;\"><\/div>\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p><strong>Comp\u00e9tence de l\u2019\u00c9quipe d\u2019assistance<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Toute l\u2019\u00e9quipe d\u2019assistance d\u2019ISQe r\u00e9unit les comp\u00e9tences n\u00e9cessaires pour assister le client et dispose de la certification exig\u00e9e par Software House Cornerstone, pour les projets Cornerstone OnDemand.<\/p>\n\n\t\t<\/div>\n\t<\/div><\/div><\/div><\/div><\/div><\/div><div      class=\"vc_row wpb_row section vc_row-fluid vc_inner\" style=' text-align:center;'><div class=\"full_section_inner clearfix\"><div class=\"wpb_column vc_column_container vc_col-sm-12\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"separator  transparent\" style=\"margin-top: 31px;margin-bottom: 0px;\"><\/div>\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p style=\"text-align: center; font-size: 24px;\"><span style=\"color: #000000;\"><strong>MOD\u00c8LE D\u2019ASSISTANCE<\/strong><\/span><\/p>\n\n\t\t<\/div>\n\t<\/div><div class=\"separator  transparent\" style=\"margin-top: 31px;margin-bottom: 0px;\"><\/div><\/div><\/div><\/div><\/div><\/div><div      class=\"vc_row wpb_row section vc_row-fluid vc_inner\" style=' text-align:left;'><div class=\"full_section_inner clearfix\"><div class=\"wpb_column vc_column_container vc_col-sm-12\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"separator  small left\" style=\"margin-top: 2px;background-color: #000000;\"><\/div>\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p><strong>Projets Cornerstone OnDemand<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Cornerstone OnDemand a prouv\u00e9 avoir un mod\u00e8le de relation \u00e0 trois axes, qui contribue \u00e0 un taux de fid\u00e9lisation plein. Nous sommes convaincus qu\u2019il y a de la place pour un dialogue permanent sur les impacts sur les affaires, les strat\u00e9gies de solution et les configurations tout au long de notre partenariat. Les membres de notre \u00e9quipe sont sp\u00e9cialis\u00e9s dans chacun de ces trois secteurs.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"wpb_single_image wpb_content_element vc_align_center\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t\n\t\t\t<div class=\"vc_single_image-wrapper   vc_box_border_grey\"><img loading=\"lazy\" decoding=\"async\" width=\"851\" height=\"462\" src=\"https:\/\/www.isqe.com\/wp-content\/uploads\/2021\/12\/Imagem11.png\" class=\"vc_single_image-img attachment-full\" alt=\"end-user-client-cornerstone\" title=\"Imagem11\" srcset=\"https:\/\/www.isqe.com\/wp-content\/uploads\/2021\/12\/Imagem11.png 851w, https:\/\/www.isqe.com\/wp-content\/uploads\/2021\/12\/Imagem11-300x163.png 300w, https:\/\/www.isqe.com\/wp-content\/uploads\/2021\/12\/Imagem11-768x417.png 768w, https:\/\/www.isqe.com\/wp-content\/uploads\/2021\/12\/Imagem11-700x380.png 700w\" sizes=\"auto, (max-width: 851px) 100vw, 851px\" \/><\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p>Sur votre portail Client, vous pourrez ouvrir des billets (conform\u00e9ment aux SLA pr\u00e9sent\u00e9s), pour lesquels un Sp\u00e9cialiste global du produit essaiera de trouver la meilleure solution pour la question pr\u00e9sent\u00e9e.<\/p>\n\n\t\t<\/div>\n\t<\/div><div class=\"separator  transparent\" style=\"margin-top: 31px;margin-bottom: 0px;\"><\/div><\/div><\/div><\/div><\/div><\/div><div      class=\"vc_row wpb_row section vc_row-fluid vc_inner\" style=' text-align:left;'><div class=\"full_section_inner clearfix\"><div class=\"wpb_column vc_column_container vc_col-sm-12\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"separator  small left\" style=\"margin-top: 2px;background-color: #000000;\"><\/div>\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p><strong>Gestion de service \u2013 Gestion d\u2019incidents et de probl\u00e8mes<\/strong><br \/>\nOutre le cycle de vie du projet, g\u00e9r\u00e9 selon les m\u00e9thodologies syst\u00e9matis\u00e9es d\u00e9crites, nous d\u00e9tachons un Service d\u2019assistance d\u00fbment structur\u00e9. Par le biais de la d\u00e9finition de SLA, qui formalisent la ligne de base du service, nous garantissons que les besoins de l\u2019activit\u00e9 fix\u00e9s au pr\u00e9alable sont effectivement remis et conformes aux attributs de qualit\u00e9. En outre, des SLA d\u2019assistance, de gestion d\u2019incidents et de r\u00e9ponse aux questions g\u00e9n\u00e9rales sont d\u00e9finis. C\u2019est-\u00e0-dire que nous nous engageons \u00e0 assister les utilisateurs dans toutes les phases et les actions sur le syst\u00e8me. D\u2019autre part, les SLA li\u00e9s \u00e0 la disponibilit\u00e9 auront des impacts financiers s\u2019ils ne sont pas respect\u00e9s. Cette m\u00e9thode fait part de la confiance en la qualit\u00e9 de la plateforme, \u00e0 l\u2019efficacit\u00e9 \u00e9prouv\u00e9e, ainsi que de l\u2019orientation totale vers le Client. Au regard des bonnes pratiques de service, nous ajoutons que tous les SLA ont une description en phase avec leur criticit\u00e9 pour l\u2019activit\u00e9, depuis des demandes de service sans impact sur la productivit\u00e9 \u00e0 la d\u00e9finition d\u2019incidents majeurs, permettant ainsi une gestion efficace des ressources et la concentration sur la satisfaction du Client.<\/p>\n<p>&nbsp;<\/p>\n<p>Toute l\u2019interaction du tableau des demandes d\u2019assistance et de gestion de SLA est g\u00e9r\u00e9e sur un portail client, ce qui favorise la transparence et la convenance du libre-service. Cette base d\u2019information fait l\u2019objet d\u2019une analyse en visant l\u2019apprentissage des causes li\u00e9es aux \u00e9v\u00e9nements de service et la prise d\u2019actions proactives, dans une logique d\u2019am\u00e9lioration permanente.<\/p>\n\n\t\t<\/div>\n\t<\/div><div class=\"separator  transparent\" style=\"margin-top: 31px;margin-bottom: 0px;\"><\/div><\/div><\/div><\/div><\/div><\/div><div      class=\"vc_row wpb_row section vc_row-fluid vc_inner\" style=' text-align:left;'><div class=\"full_section_inner clearfix\"><div class=\"wpb_column vc_column_container vc_col-sm-6\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"separator  small left\" style=\"margin-top: 2px;background-color: #000000;\"><\/div>\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p><strong>Assistance technique et traitement d\u2019incidents<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>ISQe dispose d\u2019un processus \u00ab Assistance technique et traitement de r\u00e9clamations \u00bb qui d\u00e9crit tout le processus, depuis l\u2019identification et l\u2019analyse de la r\u00e9clamation ou de la demande d\u2019assistance jusqu\u2019\u00e0 sa r\u00e9solution, activ\u00e9 apr\u00e8s l\u2019officialisation d\u2019une r\u00e9clamation ou une demande d\u2019assistance.<\/p>\n\n\t\t<\/div>\n\t<\/div><div class=\"separator  transparent\" style=\"margin-top: 31px;margin-bottom: 0px;\"><\/div><\/div><\/div><\/div><div class=\"wpb_column vc_column_container vc_col-sm-6\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"separator  small left\" style=\"margin-top: 2px;background-color: #000000;\"><\/div>\n\t<div class=\"wpb_text_column wpb_content_element\">\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p><strong>Rapports d\u2019accompagnement et niveaux de service<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Les rapports d\u2019accompagnement\/\u00e9volution sont pr\u00e9vus dans le plan de communication, leur gestion relevant du chef de projet ou du client et la communication aux parties int\u00e9ress\u00e9es selon la fr\u00e9quence convenue.<\/p>\n\n\t\t<\/div>\n\t<\/div><div class=\"separator  transparent\" style=\"margin-top: 31px;margin-bottom: 0px;\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"END USER SUPPORT Servi\u00e7o de Suporte e Manuten\u00e7\u00e3o \u2013 Garantia de fornecimento Com a implementa\u00e7\u00e3o de cada projeto, contemplamos um per\u00edodo de manuten\u00e7\u00e3o e suporte ap\u00f3s entrada em produ\u00e7\u00e3o. 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