{"id":9912,"date":"2026-03-27T19:26:35","date_gmt":"2026-03-27T18:26:35","guid":{"rendered":"https:\/\/arc-guides.com\/docs\/prism\/support\/organisation-du-support\/mettre-en-place-un-outil-de-gestion-des-incidents\/"},"modified":"2026-05-31T23:08:56","modified_gmt":"2026-05-31T21:08:56","slug":"mettre-en-place-un-outil-de-gestion-des-incidents","status":"publish","type":"docs","link":"https:\/\/arc-guides.com\/en\/docs\/prism\/support\/organisation-du-support\/mettre-en-place-un-outil-de-gestion-des-incidents\/","title":{"rendered":"Mettre en place un outil de gestion des incidents"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"9912\" class=\"elementor elementor-9912\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e0d9971 gratuit e-flex e-con-boxed e-con e-parent\" data-id=\"e0d9971\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ed6f368 elementor-widget elementor-widget-heading\" data-id=\"ed6f368\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Mettre en place un outil de gestion des incidents<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6401618 elementor-widget elementor-widget-text-editor\" data-id=\"6401618\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Vous venez de passer le go-live. Les utilisateurs commencent \u00e0 remonter des probl\u00e8mes \u2014 bugs, donn\u00e9es fausses, questions, demandes d&rsquo;\u00e9volution. Tout arrive en m\u00eame temps : par email, par Teams, par t\u00e9l\u00e9phone, parfois en venant frapper \u00e0 la porte du Chef de projet. Sans outil structur\u00e9, vous perdez le fil sous 48 heures. Sans pilotage, vous improvisez sous pression. Et l&rsquo;improvisation sous pression, c&rsquo;est l&rsquo;inverse d&rsquo;un support efficace.<\/p><p>Cette sous-\u00e9tape PRISM <strong>4.1.3 \u2014 Mettre en place un outil de gestion des incidents<\/strong> est un pr\u00e9alable \u00e0 toute la phase SUPPORT. Sans outil, pas de visibilit\u00e9. Sans visibilit\u00e9, pas de pilotage. Sans pilotage, pas d&rsquo;am\u00e9lioration.<!-- notionvc: 03e4edb6-e811-4263-baea-52f2e8919acb --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Mettre en place un outil de gestion des incidents Vous venez de passer le go-live. Les utilisateurs commencent \u00e0 remonter des probl\u00e8mes \u2014 bugs, donn\u00e9es fausses, questions, demandes d&rsquo;\u00e9volution. Tout arrive en m\u00eame temps : par email, par Teams, par t\u00e9l\u00e9phone, parfois en venant frapper \u00e0 la porte du Chef de projet. Sans outil structur\u00e9, [&hellip;]<\/p>","protected":false},"author":1,"featured_media":0,"parent":9902,"menu_order":40,"comment_status":"closed","ping_status":"closed","template":"","doc_tag":[],"doc_badge":[],"class_list":["post-9912","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"acf":[],"author_avatar":"https:\/\/secure.gravatar.com\/avatar\/0c2aafc4a6ee828f15bf75045e5800fa350ef565a52c3d335cd320e665102b53?s=96&d=mm&r=g","author_name":"admin","_links":{"self":[{"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs\/9912","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/comments?post=9912"}],"version-history":[{"count":4,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs\/9912\/revisions"}],"predecessor-version":[{"id":10438,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs\/9912\/revisions\/10438"}],"up":[{"embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/docs\/9902"}],"wp:attachment":[{"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/media?parent=9912"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/doc_tag?post=9912"},{"taxonomy":"doc_badge","embeddable":true,"href":"https:\/\/arc-guides.com\/en\/wp-json\/wp\/v2\/doc_badge?post=9912"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}