0% found this document useful (0 votes)
17 views2 pages

Louzb

The document discusses various aspects of service delivery and operational guidelines for handling incidents and requests. It emphasizes the importance of maintaining compliance and addressing service disruptions effectively. Additionally, it outlines procedures for managing resources and ensuring quality in service provision.

Uploaded by

amicale.citet
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
0% found this document useful (0 votes)
17 views2 pages

Louzb

The document discusses various aspects of service delivery and operational guidelines for handling incidents and requests. It emphasizes the importance of maintaining compliance and addressing service disruptions effectively. Additionally, it outlines procedures for managing resources and ensuring quality in service provision.

Uploaded by

amicale.citet
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

ORLV


/RL Qƒ  GX  DR€W  DPHQGDQW HW E GpWUXLWXQDpURQHIHQVHUYLFHRXFDXVHjXQWHODpURQHI
FRPSOpWDQW FHUWDLQHV GLVSRVLWLRQV GX FRGH GH GHV GRPPDJHV TXL OH UHQGHQW LQDSWH DX YRO RXTXLVRQWGH
O¶DpURQDXWLTXHFLYLOH   QDWXUHjFRPSURPHWWUHVDVpFXULWpHQYRO
$XQRPGXSHXSOH F  SODFH RX IDLW SODFHU VXU XQ DpURQHI HQ VHUYLFH SDU
/DFKDPEUHGHVGpSXWpVD\DQWDGRSWp TXHOTXHPR\HQTXHFHVRLWXQGLVSRVLWLIRXGHVVXEVWDQFHV
/H3UpVLGHQWGHOD5pSXEOLTXHSURPXOJXHODORLGRQWOD SURSUHV j GpWUXLUH OHGLW DpURQHI RX j OXL FDXVHU GHV
WHQHXUVXLW GRPPDJHV TXL OH UHQGHQW LQDSWH DX YRO RX TXL VRQW GH
QDWXUHjFRPSURPHWWUHVDVpFXULWpHQYRO
$UWLFOHSUHPLHU/HVGLVSRVLWLRQVGHVDUWLFOHVHW
GX FRGH GH O¶DpURQDXWLTXH FLYLOH SURPXOJXp HQ YHUWX GH OD G GpWUXLWRXHQGRPPDJHGHVLQVWDOODWLRQVRXVHUYLFHVGH
ORL Qƒ  GX  MXLQ  VRQW DEURJpHV HW UHPSODFpHV QDYLJDWLRQ DpULHQQH \ FRPSULV OHV EkWLPHQWV OHV
SDUFHTXLVXLW pTXLSHPHQWV HW OHV GLVSRVLWLIV RX HQ SHUWXUEH OH
IRQFWLRQQHPHQW  VL O¶XQ GH FHV DFWHV HVW GH QDWXUH j
$UWLFOH  QRXYHDX   /HV WULEXQDX[ WXQLVLHQV VRQW FRPSURPHWWUHVDVpFXULWpHQYRO
FRPSpWHQWV SRXU VWDWXHU VXU OHV LQIUDFWLRQV GLULJpHV FRQWUH
O¶DYLDWLRQ FLYLOH FRQIRUPpPHQW DX[ UqJOHV VSpFLILTXHV H FRPPXQLTXHXQHLQIRUPDWLRQTX¶HOOHVDLWrWUHIDXVVH
SUpYXHVDXFRGHGHSURFpGXUHSpQDOH HWGHFHIDLWFRPSURPHWODVpFXULWpG¶XQDpURQHIHQYRO
$UWLFOH  ELV VHFRQGR   (VW SDVVLEOH GHV PrPHV
$UWLFOH QRXYHDX 
SHLQHV SUpYXHV j O¶DUWLFOH  QRXYHDX  GX SUpVHQW FRGH
  (VW SXQLH GH  DQV G¶HPSULVRQQHPHQW HW G¶XQH WRXWH SHUVRQQH TXL LQWHQWLRQQHOOHPHQW HW LOOLFLWHPHQW j
DPHQGH GH FHQW PLOOH GLQDUV WRXWH SHUVRQQH TXL j ERUG O¶DLGHG¶XQGLVSRVLWLIG¶XQHVXEVWDQFHRXG¶XQHDUPH
G¶XQ DpURQHI HQ YRO V¶HPSDUH GH FHW DpURQHI LOOLFLWHPHQW D  $FFRPSOLW j O¶HQFRQWUH G¶XQH SHUVRQQH GDQV XQ
SDU YLROHQFH RX PHQDFH GH YLROHQFH RX HQ H[HUFH OH DpURGURPHRXYHUWjODFLUFXODWLRQDpULHQQHSXEOLTXHXQDFWH
FRQWU{OH
GH YLROHQFH TXL FDXVH RX HVW GH QDWXUH j FDXVHU GHV
  3RXU O¶DSSOLFDWLRQ GHV GLVSRVLWLRQV GH FHW DUWLFOH HW EOHVVXUHV JUDYHV FRPPH VWLSXOp DX SUHPLHU SDUDJUDSKH GH
GHVGLVSRVLWLRQVGHO¶DUWLFOHELV O¶DUWLFOHGXFRGHSpQDO
 8Q DpURQHI HVW FRQVLGpUp FRPPH HQ YRO GHSXLV OH E  'pWUXLW RX HQGRPPDJH JUDYHPHQW OHV LQVWDOODWLRQV
PRPHQW R O¶HPEDUTXHPHQW pWDQW WHUPLQp WRXWHV VHV G¶XQDpURGURPHRXG¶XQDpURQHITXLQ¶HVWSDVHQVHUYLFHHW
SRUWHV RQW pWp IHUPpHV MXVTX¶DX PRPHQW R O¶XQH GH FHV TXL VH WURXYH GDQV O¶DpURGURPH RX LQWHUURPSW OHV VHUYLFHV
SRUWHVHVWRXYHUWHHQYXHGXGpEDUTXHPHQW GHFHWDpURGURPH
(Q FDV G¶DWWHUULVVDJH IRUFp OH YRO HVW FHQVp VH (WFHjFRQGLWLRQTXHO¶DFWHSUpYXDXSDUDJUDSKH D RX
SRXUVXLYUH MXVTX¶j FH TXH OHV DXWRULWpV FRPSpWHQWHV E  GX SUpVHQW DUWLFOH FRPSURPHW RX HVW GH QDWXUH j
SUHQQHQW HQ FKDUJH O¶DpURQHI DLQVLTXHOHVSHUVRQQHVHWOHV FRPSURPHWWUHODVpFXULWpGDQVFHWDpURSRUW
ELHQVjERUG $UWLFOH  ELV WHUWLR    1RQREVWDQW OD SHLQH OD SOXV
 8Q DpURQHI HVW FRQVLGpUp FRPPH pWDQW HQ VHUYLFH VpYqUHODSHLQHGpFLGpHGDQVOHVFDVSUpYXVDX[DUWLFOHV
GHSXLV OH PRPHQW R OH SHUVRQQHO DX VRO RX O¶pTXLSDJH QRXYHDX ELVHWELV VHFRQGR GXSUpVHQWFRGHHVW
FRPPHQFHjOHSUpSDUHUHQYXHG¶XQYROGpWHUPLQpMXVTX¶j pOHYpH j O¶HPSULVRQQHPHQW j YLH HW j XQH DPHQGH GH GHX[
FHQWPLOOHGLQDUVVLO¶DFWHFRPPLVHQWUDvQHODPRUWG¶XQrWUH
O¶H[SLUDWLRQG¶XQGpODLGHYLQJWTXDWUHKHXUHVVXLYDQWWRXW KXPDLQ
DWWHUULVVDJH /D SpULRGH GH VHUYLFH V¶pWHQG HQ WRXW pWDW GH /D SUpVHQWH ORL VHUD SXEOLpH DX -RXUQDO 2IILFLHO GH OD
FDXVH j OD WRWDOLWp GX WHPSV SHQGDQW OHTXHO O¶DpURQHI VH 5pSXEOLTXH7XQLVLHQQHHWH[pFXWpHFRPPHORLGHO (WDW
WURXYHHQYRO 7XQLVOHDR€W
$UW    6RQW DMRXWpV DX[ GLVSRVLWLRQV GX FRGH GH =LQH(O$ELGLQH%HQ$OL
O¶DpURQDXWLTXHFLYLOHSURPXOJXpHQYHUWXGHODORLGX 
MXLQOHVDUWLFOHVELVELV VHFRQGR HW /RL Qƒ  GX  DR€W  FRPSOpWDQW
WHUWLR FRPPHVXLW TXHOTXHV GLVSRVLWLRQV GX FRGH GH SURFpGXUH
$UWLFOHELV(VWSDVVLEOHGHODPrPHSHLQHSUpYXH SpQDOH  
jO¶DUWLFOH QRXYHDX WRXWHSHUVRQQH $XQRPGXSHXSOH
D TXLLQWHQWLRQQHOOHPHQWDFFRPSOLXQDFWHGHYLROHQFH /DFKDPEUHGHVGpSXWpVD\DQWDGRSWp
jO¶HQFRQWUHG¶XQHSHUVRQQHVHWURXYDQWjERUGG¶XQDpURQHI /H3UpVLGHQWGHOD5pSXEOLTXHSURPXOJXHODORLGRQWOD
HQYROVLFHWDFWHHVWGHQDWXUHjFRPSURPHWWUHODVpFXULWp WHQHXUVXLW
GHFHWDpURQHI $UWLFOH XQLTXH ± /HV GLVSRVLWLRQV GH O¶DUWLFOH  GX
FRGHGHSURFpGXUHSpQDOHVRQWPRGLILpHVFRPPHVXLW
BBBBBBBBBBBB BBBBBBBBBBBB
 7UDYDX[SUpSDUDWRLUHV  7UDYDX[SUpSDUDWRLUHV
'LVFXVVLRQ HW DGRSWLRQ SDU OD FKDPEUH GHV GpSXWpV GDQV VD 'LVFXVVLRQ HW DGRSWLRQ SDU OD FKDPEUH GHV GpSXWpV GDQV VD
VpDQFHGXMXLOOHW VpDQFHGXMXLOOHW

1ƒ -RXUQDO2IILFLHOGHOD5pSXEOLTXH7XQLVLHQQH²DR€W 3DJH


$UWLFOH QRXYHDX 6RQWFRPSpWHQWVSRXUFRQQDvWUH /HV SHUVRQQHV H[HUoDQW OHV PpWLHUV PHQWLRQQpV j O¶DOLQpD
GH O¶LQIUDFWLRQ OH WULEXQDO GX OLHX R HOOH D pWp FRPPLVH SUpFpGHQWGXSUpVHQWDUWLFOHVRQWWHQXHVGHV DVVXUHUSRXUOHXU
FHOXLGXGRPLFLOHGXSUpYHQXFHOXLGHVDGHUQLqUHUpVLGHQFH UHVSRQVDELOLWp FLYLOH FHOOH GHVSHUVRQQHVWUDYDLOODQWGDQVOHXU
RXFHOXLGXOLHXRLODpWpWURXYp H[SORLWDWLRQ HW FHOOH GH WRXWH SHUVRQQH D\DQW OD JDUGH RX OD
/H WULEXQDO VDLVL HQ SUHPLHU OLHX GH OD SRXUVXLWH GRLW FRQGXLWHGHVYpKLFXOHVGDQVOHFDGUHGHOHXUVDFWLYLWpV
VWDWXHU
(W VL O¶LQIUDFWLRQ D pWp FRPPLVH j ERUG RX FRQWUH XQ $UWLFOH/ REOLJDWLRQG DVVXUDQFHSUpYXHjO DUWLFOH
QDYLUH RX XQ DpURQHI LPPDWULFXOp HQ 7XQLVLH RX ORXp VDQV  GX SUpVHQW FRGH V DSSOLTXH j WRXW YpKLFXOH WHUUHVWUH j
pTXLSDJH j XQ H[SORLWDQW D\DQW VRQ GRPLFLOH SULQFLSDO RX PRWHXUDLQVLTX jVHVUHPRUTXHVjO H[FHSWLRQGHVYpKLFXOHV
VRQ OLHX GH UpVLGHQFH SHUPDQHQW HQ 7XQLVLH OH WULEXQDO DSSDUWHQDQW j O eWDW HW GHV YpKLFXOHV FLUFXODQW VXUOHVYRLHV
FRPSpWHQW HVW FHOXL GX OLHX GH O¶DWWHUULVVDJH RX GH IHUUpHV
O¶DFFRVWDJH
$UWLFOH/HVHQWUHSULVHVG DVVXUDQFHVDJUppHVSRXU
&HWULEXQDOHVWDXVVLFRPSpWHQWPrPHVLO¶XQHGHVGHX[ SUDWLTXHU O¶DVVXUDQFH GH OD UHVSRQVDELOLWp FLYLOH GX IDLW GH
FRQGLWLRQVFLWpHVDXSDUDJUDSKHSUpFpGHQWQ¶HVWSDVUHPSOLH
VLO¶DpURQHIDDWWHUULRXVLOHQDYLUHDDFFRVWpHQ7XQLVLHOH O XVDJH GHV YpKLFXOHV WHUUHVWUHV j PRWHXU VRQW WHQXHV GH
SUpYHQXpWDQWjVRQERUG IRXUQLU FHWWH DVVXUDQFH DX[ SHUVRQQHV YLVpHV jO DUWLFOH
GXSUpVHQWFRGH
/D SUpVHQWH ORL VHUD SXEOLpH DX -RXUQDO 2IILFLHO GH OD
5pSXEOLTXH7XQLVLHQQHHWH[pFXWpHFRPPHORLGHO (WDW /H VLOHQFH JDUGp SDU O HQWUHSULVH G DVVXUDQFH SHQGDQW
7XQLVOHDR€W SOXV GH GL[ MRXUV DSUqV  UpFHSWLRQ G XQH GHPDQGH GH
=LQH(O$ELGLQH%HQ$OL FRQFOXVLRQ G XQ FRQWUDW G DVVXUDQFH HVWFRQVLGpUpXQUHIXV
 LPSOLFLWH
/RL Qƒ  GX  DR€W  SRUWDQW LQVHUWLRQ 7RXWH SHUVRQQH DVVXMHWWLH j O REOLJDWLRQ G DVVXUDQFH
G¶XQ FLQTXLqPH WLWUH DX FRGH GHV DVVXUDQFHV SUpYXH j O DUWLFOH  GX SUpVHQW FRGH D\DQW VROOLFLWp OD
FRQFHUQDQW O DVVXUDQFH GH OD UHVSRQVDELOLWp FLYLOH FRQFOXVLRQ G¶XQ QRXYHDX FRQWUDW G¶DVVXUDQFH RX  OD
GX IDLW GH O XVDJH GHV YpKLFXOHV WHUUHVWUHV j SURURJDWLRQG¶XQFRQWUDWHQYLJXHXURXVDPRGLILFDWLRQRX
PRWHXU HW DX UpJLPH G LQGHPQLVDWLRQ GHV OD UHSULVH G HIIHWG XQFRQWUDWG DVVXUDQFHVXVSHQGXVHYRLW
SUpMXGLFHV UpVXOWDQW GHV DWWHLQWHV DX[ SHUVRQQHV RSSRVHU XQ UHIXV SHXW VDLVLU OH %XUHDX &HQWUDO GH
GDQVOHVDFFLGHQWVGHODFLUFXODWLRQ  
7DULILFDWLRQ UDWWDFKp j O DVVRFLDWLRQ SURIHVVLRQQHOOH GHV
$XQRPGXSHXSOH HQWUHSULVHV G DVVXUDQFHV SDU XQH OHWWUH UHFRPPDQGpH DYHF
/DFKDPEUHGHVGpSXWpVD\DQWDGRSWp DFFXVp GH UpFHSWLRQ RX SDU WRXW DXWUH PR\HQ ODLVVDQW XQH
/H3UpVLGHQWGHOD5pSXEOLTXHSURPXOJXHODORLGRQWOD WUDFHpFULWH
WHQHXUVXLW 'DQVFHFDVHWVRXVUpVHUYHGHVGLVSRVLWLRQVGHO DUWLFOH
$UWLFOH  SUHPLHU  ,O HVW LQVpUp DX FRGH GHV DVVXUDQFHV GXSUpVHQWFRGHOH%XUHDX&HQWUDOGH7DULILFDWLRQIL[HOD
SURPXOJXp SDU OD ORL Qƒ  GX  PDUV  XQ SULPH RX OD FRWLVDWLRQ G DVVXUDQFH PR\HQQDQW ODTXHOOH
FLQTXLqPHWLWUHV LQWLWXODQW/¶DVVXUDQFHGHODUHVSRQVDELOLWp O HQWUHSULVHG DVVXUDQFHHVWWHQXHGHFRXYULUODUHVSRQVDELOLWp
FLYLOHGXIDLWGHO XVDJHGHVYpKLFXOHVWHUUHVWUHVjPRWHXUHW FLYLOHGXIDLWGHO XVDJHGXYpKLFXOHWHUUHVWUHjPRWHXU
OH UpJLPH G LQGHPQLVDWLRQ GHV SUpMXGLFHV UpVXOWDQW GHV
DWWHLQWHVDX[SHUVRQQHVGDQVOHVDFFLGHQWVGHODFLUFXODWLRQ /HV UqJOHV GH IRQFWLRQQHPHQW GX EXUHDX YLVp DX
HWFRPSRUWDQWOHVDUWLFOHVjVXLYDQWV WURLVLqPHDOLQpDGXSUpVHQWDUWLFOHVRQWIL[pHVSDUXQDUUrWp
&+$3,75(, GX0LQLVWUHGHV)LQDQFHV
/ REOLJDWLRQG DVVXUDQFHGHODUHVSRQVDELOLWpFLYLOH $UWLFOH   7RXWH HQWUHSULVH G DVVXUDQFH TXL UHIXVH
UpVXOWDQWGHO XVDJHGHVYpKLFXOHVWHUUHVWUHVjPRWHXUHW O DVVXUDQFH GH OD UHVSRQVDELOLWp FLYLOH GRQW OD SULPH D pWp
GHOHXUVUHPRUTXHV IL[pH SDU OH %XUHDX &HQWUDO GH 7DULILFDWLRQ HVW SDVVLEOH GH
O XQHGHVVDQFWLRQVRXGHVPHVXUHVSUpYXHVjO DUWLFOHGX
$UWLFOH   7RXWH SHUVRQQH SK\VLTXH RX  WRXWH FRGH  GHV DVVXUDQFHV RX G XQH DPHQGH GH  j 
SHUVRQQH PRUDOH GRQW OD UHVSRQVDELOLWp FLYLOH SHXW rWUH GLQDUV
HQJDJpH j O¶RFFDVLRQ GH OD FLUFXODWLRQ G XQ YpKLFXOH
WHUUHVWUHjPRWHXUHWVHVUHPRUTXHVGRLWFRQFOXUHXQFRQWUDW $UWLFOH   6RQW IL[pHV SDU GpFUHW OHV FRQGLWLRQV
G DVVXUDQFH JDUDQWLVVDQW OD UHVSRQVDELOLWp TX¶HOOH SHXW G DSSOLFDWLRQ GHV GLVSRVLWLRQV GX SUpVHQW FKDSLWUH SRXU OHV
HQFRXULUHQUDLVRQGHVGRPPDJHVUpVXOWDQWGHVDWWHLQWHVDX[ XWLOLVDWHXUV GH YpKLFXOHV WHUUHVWUHV j PRWHXU QRQ
SHUVRQQHVHWDX[ELHQVFDXVpVSDUOHYpKLFXOH LPPDWULFXOpV GDQV O XQH GHV VpULHV G¶LPPDWULFXODWLRQ HQ
7RXWHUHPRUTXHGRLWrWUHDVVXUpHVpSDUpPHQWTX HOOHVRLW XVDJHHQ7XQLVLHDLQVLTXHOHVPRGDOLWpVG pWDEOLVVHPHQWHW
DWWHOpHRXQRQDXYpKLFXOHUHPRUTXHXU/DUHPRUTXHSUHQG GH YDOLGLWp GHV GRFXPHQWV MXVWLILFDWLIV GH O H[LVWHQFH GX
OHVHQVG XQYpKLFXOHGDQVOHSUpVHQWWLWUH FRQWUDWG DVVXUDQFH
/HFRQWUDWG DVVXUDQFHFRXYUHODUHVSRQVDELOLWpFLYLOHGX
FRQWUDFWDQWGXSURSULpWDLUHGXYpKLFXOHHWGHWRXWHSHUVRQQH /HV HQWUHSULVHV G DVVXUDQFHV DJUppHV SRXU SUDWLTXHU
D\DQWODJDUGHRXODFRQGXLWHGXYpKLFXOHjO H[FHSWLRQGHV O DVVXUDQFHGHODUHVSRQVDELOLWpFLYLOHGXIDLWGHO XVDJHGHV
SHUVRQQHVH[HUoDQWOHPpWLHUGHUpSDUDWLRQG HQWUHWLHQRXGX YpKLFXOHVWHUUHVWUHVjPRWHXUVRQWWHQXHVGHFRQVWLWXHUHQWUH
FRPPHUFHGHVYpKLFXOHV HOOHV XQH DVVRFLDWLRQ SURIHVVLRQQHOOH FKDUJpH GH
BBBBBBBBBBBB O¶DSSOLFDWLRQ GHV FRQYHQWLRQV FRQFOXHV DYHF OHV SD\V
 7UDYDX[SUpSDUDWRLUHV pWUDQJHUV DGKpUHQWV DX[ UpJLPHV GHV FDUWHV LQWHUQDWLRQDOHV
'LVFXVVLRQ HW DGRSWLRQ SDU OD FKDPEUH GHV GpSXWpV GDQV VD G¶DVVXUDQFHHWGRQWOHVVWDWXWVVRQWDSSURXYpVSDUXQDUUrWp
VpDQFHGXMXLOOHW GX0LQLVWUHGHV)LQDQFHV

3DJH -RXUQDO2IILFLHOGHOD5pSXEOLTXH7XQLVLHQQH²DR€W 1ƒ

You might also like