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data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64"> Équipes de direction <svg class="mobile" width="6" height="10" viewBox="0 0 6 10" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M1.36377 1L5.00013 5L1.36377 9" stroke="#101214" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> </button> <div class="dropdown-content" id="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64"> <div class="dropdown-content-inner"> <div class="tab-buttons-area"> <button class="tab-button active" data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-d3062495-a1fa-455d-af4a-1deb514d7223" data-event="clicked" data-uuid="d3062495-a1-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > En vedette </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-e0500fdf-b128-45d6-93b4-b062a202b657" data-event="clicked" data-uuid="e0500fdf-b1-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Développeurs </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-c014fb24-377d-4a31-89c4-6071c19f8a95" data-event="clicked" data-uuid="c014fb24-37-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Product Owners </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-3d19a5a4-952c-4fb1-9f13-7892fa162cec" data-event="clicked" data-uuid="3d19a5a4-95-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Professionnels de l'informatique </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-e3ef4fba-ad10-4f84-af12-2f6f6d1efd67" data-event="clicked" data-uuid="e3ef4fba-ad-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Équipes métier </button> <button class="tab-button " data-navlinkid="nav-link-22d568a6-9ff4-4125-bc6b-05c6e1965a64" data-tabid="tab-7d0e41e0-832f-4327-9102-52887f676ce2" data-event="clicked" data-uuid="7d0e41e0-83-tab-butotn" data-event-component="linkButton" data-event-container="globalNav-tab-button" data-schema-version="1" > Équipes de direction </button> <div class="link-in-dropdown"> <a class="easy-link-arrow" href="/fr/software" data-event="clicked" data-uuid="7d0e41e0-83" data-event-component="linkButton" data-event-container="globalNav-tab-link-in-dropdown" data-schema-version="1" > Voir tous les produits </a> </div> </div> <div class="tab-content-area globalNav cols-6"> <div id="tab-d3062495-a1fa-455d-af4a-1deb514d7223" class="singular-tab-content active"> <h5 class="mobile-title eyebrows"> En vedette </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/jira" class="component--block__link" data-event="clicked" data-uuid="866c24d9-b0" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="a15115f1" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestion de projet flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/confluence" class="component--block__link" data-event="clicked" data-uuid="561b5cff-b0" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="c58719b2" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Les connaissances réunies en un seul endroit</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/jira/service-management" class="component--block__link" data-event="clicked" data-uuid="94838acb-4e" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="402ab225" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Service-Management.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Service Management </h3> <p>Fourniture de services haute vélocité</p> </div> </div> </a> </div> <div class="component s0 between hide-all component--block" style="margin:4px 0;padding:0;" > <a href="https://trello.com/home" class="component--block__link" data-event="clicked" data-uuid="1cf0174b-9a" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="6069d7e9" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Trello.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Trello </h3> <p>Organisation et visualisation du travail</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/rovo" class="component--block__link" data-event="clicked" data-uuid="154e84e5-f5" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="1a28c744" alt="Rovo icon" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn-bfldr.atlassian.com/K3MHR9G8/at/k5xhw8hpqxghzb55nfktt4/logo-light_Rovo_mark_brand_RGB.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Rovo <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Unlock enterprise knowledge</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/jira/product-discovery" class="component--block__link" data-event="clicked" data-uuid="44176d6a-9a" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="61053761" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Product-Discovery.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Product Discovery <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Capturez et priorisez les idées</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/compass" class="component--block__link" data-event="clicked" data-uuid="a182ac56-4e" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="659f8f31" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Compass.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Compass <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Optimisez les performances logicielles</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/guard" class="component--block__link" data-event="clicked" data-uuid="50063449-6b" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="58aaa51d" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Guard.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Guard <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Sécurité du cloud renforcée</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/loom" class="component--block__link" data-event="clicked" data-uuid="6ee54a1e-1e" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="e12ac81c" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Loom.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Loom <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Mises à jour vidéo rapides et asynchrones</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-e0500fdf-b128-45d6-93b4-b062a202b657" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Développeurs </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/jira" class="component--block__link" data-event="clicked" data-uuid="676acbb3-62" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="29306f11" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestion de projet flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/bitbucket" class="component--block__link" data-event="clicked" data-uuid="c33432cf-d2" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="04091352" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Bitbucket.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Bitbucket </h3> <p>Dépôts de code collaboratifs</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/compass" class="component--block__link" data-event="clicked" data-uuid="b189cc6c-90" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="461b52ba" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Compass.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Compass <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Optimisez les performances logicielles</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-c014fb24-377d-4a31-89c4-6071c19f8a95" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Product Owners </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/jira" class="component--block__link" data-event="clicked" data-uuid="290c4dc3-76" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="a76bb88f" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestion de projet flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/confluence" class="component--block__link" data-event="clicked" data-uuid="6ce391a6-10" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="50f44221" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Les connaissances réunies en un seul endroit</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/fr/software/jira/product-discovery" class="component--block__link" data-event="clicked" data-uuid="b6e816c2-90" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="38733354" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Product-Discovery.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Product Discovery <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Capturez et priorisez les idées</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-3d19a5a4-952c-4fb1-9f13-7892fa162cec" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Professionnels de l'informatique </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/jira/service-management" class="component--block__link" data-event="clicked" data-uuid="1c45f049-49" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="74cb2c5b" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Service-Management.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Service Management </h3> <p>Fourniture de services haute vélocité</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/guard" class="component--block__link" data-event="clicked" data-uuid="923a9b01-40" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="cd74c518" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Guard.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Guard <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Sécurité du cloud renforcée</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-e3ef4fba-ad10-4f84-af12-2f6f6d1efd67" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Équipes métier </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/jira" class="component--block__link" data-event="clicked" data-uuid="13474f83-26" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="1ef222e7" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestion de projet flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/confluence" class="component--block__link" data-event="clicked" data-uuid="4b6d0074-94" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="5dc02e14" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Les connaissances réunies en un seul endroit</p> </div> </div> </a> </div> <div class="component alignContentStretch alignItemsStretch justifyStart noWrap no s0 between component--block" style="margin:4px 0;padding:0;:;" > <a href="https://trello.com/home" class="component--block__link" data-event="clicked" data-uuid="05036e06-dd" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="f5faeacd" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Trello.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Trello </h3> <p>Organisation et visualisation du travail</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0;padding:0;" > <a href="/fr/software/loom" class="component--block__link" data-event="clicked" data-uuid="c3dcae40-95" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="4d83dea7" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Loom.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Loom <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Mises à jour vidéo rapides et asynchrones</p> </div> </div> </a> </div> </div> </div> </div> <div id="tab-7d0e41e0-832f-4327-9102-52887f676ce2" class="singular-tab-content "> <h5 class="mobile-title eyebrows"> Équipes de direction </h5> <div class="component component--block products-tab-contents nav-two-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStart justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/fr/software/jira" class="component--block__link" data-event="clicked" data-uuid="3c258fc0-fc" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="a891fdc9" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira </h3> <p>Gestion de projet flexible</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="https://loom.com" class="component--block__link" data-event="clicked" data-uuid="21331073-0f" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="3bbb9fed" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Confluence.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Confluence </h3> <p>Les connaissances réunies en un seul endroit</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/fr/software/loom" class="component--block__link" data-event="clicked" data-uuid="b30cd095-78" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="c3942edb" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Loom.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Loom <span class="lozenge blue200 text-adg4secondarynavy">NOUVEAU</span> </h3> <p>Mises à jour vidéo rapides et asynchrones</p> </div> </div> </a> </div> <div class="component s0 between component--block" style="margin:4px 0 ;padding:0;" > <a href="/fr/software/jira/align" class="component--block__link" data-event="clicked" data-uuid="e177e36d-f2" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock with-flex margin-default"> <div class="component__image component__image--left compact"> <img id="c3d49c45" alt="" class="component__image" style="width:44px;height:44px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/prod-icon-Jira-Align.svg" loading="lazy" /> </div> <div class="component__heading-textblock component__heading-textblock--right compact"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Jira Align </h3> <p>Planification et valeur du travail à l'échelle de l'entreprise</p> </div> </div> </a> </div> </div> </div> </div> </div></div> <button class="mobile-back-button"> <svg width="16" height="15" viewBox="0 0 16 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M7.77087 14.5334C7.87109 14.4335 7.9506 14.3148 8.00485 14.1841C8.0591 14.0535 8.08702 13.9134 8.08702 13.772C8.08702 13.6306 8.0591 13.4905 8.00485 13.3599C7.9506 13.2292 7.87109 13.1105 7.77087 13.0106L3.68091 8.92576L14.0174 8.92576C14.3034 8.92576 14.5777 8.8123 14.7799 8.61033C14.9821 8.40837 15.0957 8.13444 15.0957 7.84882C15.0957 7.5632 14.9821 7.28927 14.7799 7.08731C14.5777 6.88534 14.3034 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data-event-container="globalNav-navigation-link" data-schema-version="1" > Équipes <svg class="mobile" width="6" height="10" viewBox="0 0 6 10" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M1.36377 1L5.00013 5L1.36377 9" stroke="#101214" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> <svg class="desktop" width="11" height="6" viewBox="0 0 11 6" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M9.19995 1.18182L5.19995 4.81818L1.19995 1.18182" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"></path></svg> </button> <div class="dropdown-content" id="nav-link-c7337bad-f071-4c96-b5a3-99d33e6c73bd"> <div class="dropdown-content-inner"> <div class="tab-buttons-area"> </div> <div class="tab-content-area globalNav cols-1"> <div id="tab-8212b0b7-5103-48a7-8a92-ac9fbd91d1b4" class="singular-tab-content active"> <h5 class="mobile-title eyebrows"> Équipes </h5> <div class="component component--block nav-three-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStretch justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block team-card" style="margin:0;" > <a href="/fr/teams/software-development" class="component--block__link" data-event="clicked" data-uuid="f708e77a-a5" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock"> <div class="component__image"> <img id="90d05cb9" alt="" class="component__image xs-compact-bottom xs-none-top" style="width:28px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-software.svg" loading="lazy" /> </div> <div class="component__heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Logiciels </h3> <p>Livrez plus rapidement des logiciels innovants de haute qualité</p> </div> </div> <div class="component component--image hoverable"> <img id="38496121" alt="" class="component__image" style="width:28px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-software-hover.svg" loading="lazy" /> </div> </a> </div> <div class="component s0 between component--block team-card" style="margin:0;" > <a href="/fr/teams/marketing" class="component--block__link" data-event="clicked" data-uuid="6fe6061e-15" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock"> <div class="component__image"> <img id="1126eb5b" alt="" class="component__image xs-none-top xs-compact-bottom" style="width:44px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-marketing.svg" loading="lazy" /> </div> <div class="component__heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Marketing </h3> <p>Des stratégies collaboratives pour une réussite marketing</p> </div> </div> <div class="component component--image hoverable"> <img id="663b0d9c" alt="" class="component__image" style="width:44px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-marketing-hover.svg" loading="lazy" /> </div> </a> </div> <div class="component s0 between component--block team-card" style="margin:0;" > <a href="/fr/teams/it" class="component--block__link" data-event="clicked" data-uuid="bd6097b7-ae" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--image-heading-textblock"> <div class="component__image"> <img id="c99a84f3" alt="" class="component__image xs-none-top xs-compact-bottom" style="width:32px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-it.svg" loading="lazy" /> </div> <div class="component__heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Informatique </h3> <p>Fournissez des services opérationnels et d'assistance exceptionnels.</p> </div> </div> <div class="component component--image hoverable"> <img id="b459ac25" alt="" class="component__image" style="width:32px;height:28px;" src="https://wac-cdn.atlassian.com/misc-assets/adg4-nav/nav-it-hover.svg" loading="lazy" /> </div> </a> </div> </div> </div> <div class="component component--block bottom-three-col" style="margin-top:0;" > <div class="intra-div flexRow alignContentStart alignItemsStretch justifyStart wrap no s0 between flexColSm component--block__background neutral100 has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block col-1" style="margin:0;" > <div class="component component--heading"> <h5 class="fnt-wt font-wt-600 fnt-mg font-mgn-16 fnt-ln font-lnh- heading" > solution </h5> </div> <div class="component component--link-button "> <a href="/fr/solutions/work-management" data-event="clicked" data-uuid="b179f79d-e5" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Gestion du travail" data-label-english="Work Management" class="component__link default " > Gestion du travail </a> </div> <div class="component component--link-button "> <a href="/fr/solutions/itsm" data-event="clicked" data-uuid="5ad93cb6-9a" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="IT Service Management" data-label-english="IT Service Management" class="component__link default " > IT Service Management </a> </div> <div class="component component--link-button "> <a href="/fr/solutions/devops" data-event="clicked" data-uuid="d013113f-55" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Agile et DevOps" data-label-english="Agile & DevOps" class="component__link default " > Agile et DevOps </a> </div> </div> <div class="component s0 between component--block col-1" > <div class="component component--heading"> <h5 class="fnt-wt font-wt-600 fnt-mg font-mgn-16 fnt-ln font-lnh- heading" > Par taille d'équipe </h5> </div> <div class="component component--link-button "> <a href="/fr/enterprise" data-event="clicked" data-uuid="f56440e6-51" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Enterprise" data-label-english="Enterprise" class="component__link default " > Enterprise </a> </div> <div class="component component--link-button "> <a href="/fr/software/small-business" data-event="clicked" data-uuid="7515a7d2-b8" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Petite entreprise" data-label-english="Small business" class="component__link default " > Petite entreprise </a> </div> <div class="component component--link-button "> <a href="/fr/software/startups" data-event="clicked" data-uuid="7dd4032c-05" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Start-up" data-label-english="Startup" class="component__link default " > Start-up </a> </div> <div class="component component--link-button "> <a href="/fr/teams/nonprofits" data-event="clicked" data-uuid="ecd56900-50" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="À but non lucratif" data-label-english="Non-profit" class="component__link default " > À but non lucratif </a> </div> </div> <div class="component s0 between component--block col-1" > <div class="component component--heading"> <h5 class="fnt-wt font-wt-600 fnt-mg font-mgn-16 fnt-ln font-lnh- heading" > Par secteur </h5> </div> <div class="component component--link-button "> <a href="/fr/industries/retail" data-event="clicked" data-uuid="d1ccbcfe-58" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Commerce" data-label-english="Retail" class="component__link default " > Commerce </a> </div> <div class="component component--link-button "> <a href="/fr/industries/telecom" data-event="clicked" data-uuid="3c615ef5-97" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Télécommunications" data-label-english="Telecommunications" class="component__link default " > Télécommunications </a> </div> <div class="component component--link-button "> <a href="/fr/industries/professional-services" data-event="clicked" data-uuid="4926e993-46" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Services professionnels" data-label-english="Professional services" class="component__link default " > Services professionnels </a> </div> <div class="component component--link-button "> <a href="/fr/government" data-event="clicked" data-uuid="89d1956c-e2" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Gouvernement" data-label-english="Government" class="component__link default " > Gouvernement </a> </div> </div> </div> </div> </div> </div></div> <button class="mobile-back-button"> <svg width="16" height="15" viewBox="0 0 16 15" fill="none" xmlns="http://www.w3.org/2000/svg"> <path fill-rule="evenodd" clip-rule="evenodd" d="M7.77087 14.5334C7.87109 14.4335 7.9506 14.3148 8.00485 14.1841C8.0591 14.0535 8.08702 13.9134 8.08702 13.772C8.08702 13.6306 8.0591 13.4905 8.00485 13.3599C7.9506 13.2292 7.87109 13.1105 7.77087 13.0106L3.68091 8.92576L14.0174 8.92576C14.3034 8.92576 14.5777 8.8123 14.7799 8.61033C14.9821 8.40837 15.0957 8.13444 15.0957 7.84882C15.0957 7.5632 14.9821 7.28927 14.7799 7.08731C14.5777 6.88534 14.3034 6.77188 14.0174 6.77188L3.68091 6.77188L7.77087 2.68705C7.87109 2.58712 7.9506 2.46843 8.00485 2.33778C8.0591 2.20714 8.08702 2.06709 8.08702 1.92565C8.08702 1.78421 8.0591 1.64416 8.00485 1.51351C7.9506 1.38286 7.87109 1.26418 7.77087 1.16425C7.35033 0.744243 6.6667 0.744243 6.24508 1.16425L0.315557 7.08742C0.120278 7.28171 0.00717735 7.54348 -0.00038147 7.81867V7.88005C0.00734234 8.15489 0.120439 8.41626 0.315557 8.61022L6.24508 14.5334C6.34523 14.6335 6.46415 14.713 6.59505 14.7672C6.72596 14.8213 6.86627 14.8492 7.00798 14.8492C7.14968 14.8492 7.28999 14.8213 7.4209 14.7672C7.5518 14.713 7.67072 14.6335 7.77087 14.5334Z" fill="#1868DB"/> </svg> Back </button> </div> </li> <li id="adg4-nav-link-why-atlassian" class="nav-link globalNav has-dropdown single adg4-nav-link-why-atlassian"> <button class="nav-link-button main current-page-false" data-navlinkid="nav-link-fa47bfda-a17c-48bb-b238-3fb7545b1e42" data-event="clicked" data-uuid="fa47bfda-a1-link" data-event-component="linkButton" data-event-container="globalNav-navigation-link" data-schema-version="1" > Pourquoi Atlassian ? <svg class="mobile" width="6" height="10" viewBox="0 0 6 10" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M1.36377 1L5.00013 5L1.36377 9" stroke="#101214" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"/></svg> <svg class="desktop" width="11" height="6" viewBox="0 0 11 6" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M9.19995 1.18182L5.19995 4.81818L1.19995 1.18182" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"></path></svg> </button> <div class="dropdown-content" id="nav-link-fa47bfda-a17c-48bb-b238-3fb7545b1e42"> <div class="dropdown-content-inner"> <div class="tab-buttons-area"> </div> <div class="tab-content-area globalNav cols-1"> <div id="tab-94bac309-9300-4042-bafe-297e6188d84f" class="singular-tab-content active"> <h5 class="mobile-title eyebrows"> Pourquoi Atlassian ? </h5> <div class="component component--block nav-three-col" style="margin:0;" > <div class="intra-div flexRow alignContentStart alignItemsStretch justifyStart wrap no s0 between flexColSm has-border border-color- padding-24 padding-style-allSides allSides border-radius-default border-width-0"> <div class="component s0 between component--block" style="margin:0;" > <a href="https://marketplace.atlassian.com/" class="component--block__link" data-event="clicked" data-uuid="c9dc5872-ad" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Intégrations </h3> <p>Connectez des milliers d'apps à vos produits Atlassian</p> </div> </a> </div> <div class="component s0 between component--block" style="margin:0;" > <a href="/fr/customers" class="component--block__link" data-event="clicked" data-uuid="d7af88e4-e4" data-event-component="linkButton" data-event-container="block" data-schema-version="1" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > 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"type":"imkt.components.ADG4GlobalNav", "params": { "navType":"globalNav", "labels": { "JoinSiteUserDropdown.logOut":"Déconnexion", "JoinSiteUserDropdown.logIn":"Connexion", "JoinSiteUserDropdown.joinTeam":"Rejoindre votre équipe", "JoinSiteUserDropdown.profile":"Profil", "JoinSiteUserDropdown.switchAccount":"Changer de compte", "JoinSiteUserDropdown.licenses":"Licences", "JoinSiteUserDropdown.logOutHeading":"Log out", "JoinSiteUserDropdown.logOutTriggerText":"Déconnexion" }, "ctaLabel":"Essayer", "ctaLabelAlternative":"Get it free" } } </script></nav> </header> <main> <style> .global-nav-bitbucket a.button { line-height: 2.2; } .imkt-navbar__dropdown-links { transform: none; left: -100px; } .imkt-navbar__dropdown-links.show-nav-hover-detail .column ul { padding-top: 20px; min-width: 275px; } .imkt-navbar__link-list > li:first-of-type .imkt-navbar__dropdown-links__group-link.hoverable-link .imkt-navbar--hoverable-nav-dropdown__logo-wrapper { background-color: unset; display: flex; } .imkt-navbar__link-list > li:first-of-type .imkt-navbar__dropdown-links__group-link.hoverable-link .imkt-navbar--hoverable-nav-dropdown__logo-wrapper .imkt-navbar--hoverable-nav-dropdown__logo {margin: 0;} @media (max-width: 1023px) {.imkt-navbar__collapsed-section .imkt-navbar__collapsed-link-list > li:first-child .column .imkt-navbar--hoverable-nav-dropdown__link-container .imkt-navbar--hoverable-nav-dropdown__logo-wrapper { background-color: transparent; width: 54px; } .imkt-navbar .imkt-navbar__collapsed-link-list-link--dropdown-trigger { position: relative; } .imkt-navbar__collapsed-section li { clear: both; }} .navbar-hover-content .container-fluid { min-width: 400px; padding-left: 50px; padding-right: 50px; min-height: 300px; } .imkt-navbar__dropdown-links.show-nav-hover-detail .navbar-hover-content { padding-left: 0px; padding-right: 0px; } .imkt-navbar__link-list-link.imkt-navbar__link-list-link--dropdown-trigger::after { background: url(/assets/img/wac/arrow-right-color.svg) no-repeat scroll center center; background-size: contain; content: ""; display: inline-block; margin-left: 6px; width: 12px; height: 12px; transform: translate3d(0, 0, 0) rotate(90deg); transition: transform 250ms; } .container-fluid.imkt-navbar__collapsed-section { padding-bottom: 5px; } .imkt-navbar__dropdown-links .imkt-navbar__dropdown-links__group-link.hoverable-link {padding: 15px;} .imkt-navbar__dropdown-links.show-nav-hover-detail .imkt-navbar--hoverable-nav-dropdown__link-text .h4 { color: #172B4D !important;} </style> <nav class="imkt-navbar imkt-navbar__default imkt-sticky"> <div class=" container-fluid imkt-navbar__main-section"> <div class="row"> <div class="column nav-comp-column"> <div class="imkt-navbar__title-wrapper"> <a href="/fr/itsm" class="imkt-navbar__title-link" data-event="clicked" data-uuid="1e6caadc-5a-title-link" data-event-component="subNav" data-event-container="navbar" data-schema-version="1" data-label="Télécharger gratuitement" data-label-english="logo" > <span class="imkt-navbar__title-text">ITSM</span> </a> <button id="jsToggleNavbarMenu" class="aui-icon aui-icon-small aui-iconfont-arrow-down" data-event="clicked" data-uuid="1e6caadc-5a-open-close-nav-menu" data-event-component="linkButton" data-event-container="navbar" data-schema-version="1" data-label="Télécharger gratuitement" >Open and close the navigation menu</button> </div> <ul class="imkt-navbar__link-list" > <li > <a href="#" class="imkt-navbar__link-list-link imkt-navbar__link-list-link--dropdown-trigger" data-event="clicked" data-uuid="890eecf3-63" data-event-component="linkButton" data-event-container="navbarDropdown" data-schema-version="1" data-label="Ressources" data-label-english="Resources" >Ressources</a> <div class="imkt-navbar__dropdown-links dropdown-container show-nav-hover-detail" > <div class="column"> <ul> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="desktop-Jira Service Management"> <a href="/fr/software/jira/service-management" tabindex="0" data-event="clicked" data-uuid="548cc201-b7" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Jira Service Management" data-label-english="Jira Service Management" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Jira Service Management</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link" data-hover-content-id="desktop-Gestion-des-incidents"> <a href="/fr/incident-management" tabindex="0" data-event="clicked" data-uuid="4dcd6b31-7a" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Gestion des incidents" data-label-english="Incident management" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Gestion des incidents</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="desktop-Guide-produit"> <a href="/fr/software/jira/service-management/product-guide" tabindex="0" data-event="clicked" data-uuid="3e94a1c8-6c" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Guide produit" data-label-english="Product guide" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Guide produit</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="desktop-Bibliothèque-de-ressources"> <a href="/fr/software/jira/service-management/resources" tabindex="0" data-event="clicked" data-uuid="a9098f28-8f" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Bibliothèque de ressources" data-label-english="Resource library" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Bibliothèque de ressources</h3> </div> </div> </a> </li> </ul> </div> <div class="column nav-hover-details"> <div class="navbar-hover-content" id="desktop-Jira Service Management"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestion des services pour les équipes opérationnelles informatiques, de développement et métier </h3> <p>Proposez une gestion des services haute vélocité à grande échelle.</p> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > <div class="component component--link-button "> <a href="/fr/software/jira/service-management/free" data-event="clicked" data-uuid="94bdb51a-33" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Télécharger gratuitement" data-label-english="Get it free" class="component__link button button--one button--regular button--primary " > Télécharger gratuitement </a> </div> <div class="component component--link-button "> <a href="/fr/software/jira/service-management" data-event="clicked" data-uuid="3ade5024-4e" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="En savoir plus" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > En savoir plus </a> </div> </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="desktop-Gestion-des-incidents"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Comment répondre aux incidents, les résoudre et en tirer des enseignements </h3> <p>Consultez les conseils d'Atlassian pour rétablir le fonctionnement des services.</p> </div> <div class="component component--link-button "> <a href="/fr/incident-management" data-event="clicked" data-uuid="e0a848b0-f8" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="En savoir plus" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > En savoir plus </a> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block display-none" > </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="desktop-Guide-produit"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Tout ce que vous devez savoir pour configurer JSM </h3> <p>Ces guides couvrent tous les sujets, des bases aux bonnes pratiques avancées.</p> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > <div class="component component--link-button "> <a href="/fr/software/jira/service-management/product-guide?bundle=compass" data-event="clicked" data-uuid="70e11420-82" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Consulter le guide" data-label-english="View guide" class="component__link button button--one button--regular button--secondary " > Consulter le guide </a> </div> </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="desktop-Bibliothèque-de-ressources"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Bibliothèque de ressources Jira Service Management </h3> <p>Parcourez nos livres blancs, nos études de cas, nos rapports et plus encore pour obtenir toutes les informations dont vous avez besoin.</p> </div> <div class="component component--link-button display-none "> <a href="/fr/software/jira/service-management/resources" data-event="clicked" data-uuid="9c47642b-c8" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Voir la bibliothèque" data-label-english="View library" class="component__link button button--one button--regular button--secondary " > Voir la bibliothèque </a> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > </div> </div> </div> </div> </div> </div> </div> </li> </ul> <div class="imkt-navbar__right-nav"> <a href="/fr/software/jira/service-management/free" class="component__link button button--one button--small button--secondary button--primary__on-stuck" data-event="clicked" data-uuid="1e6caadc-5a-link-text" data-event-component="linkButton" data-event-container="navbar" data-schema-version="1" data-label="Télécharger gratuitement" data-label-english="Get it free" >Télécharger gratuitement</a> </div> </div> </div> </div> <div class="container-fluid imkt-navbar__collapsed-section"> <div class="row"> <div class="column"> <ul class="imkt-navbar__collapsed-link-list" > <li > <a href="#" class="imkt-navbar__collapsed-link-list-link imkt-navbar__collapsed-link-list-link--dropdown-trigger" data-event="clicked" data-uuid="890eecf3-63" data-event-component="linkButton" data-event-container="navbarDropdown" data-schema-version="1" data-label="Ressources" data-label-english="Resources" >Ressources</a> <div class="imkt-navbar__collapsed-dropdown-links dropdown-container show-nav-hover-detail" > <div class="column"> <ul> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="mobile-Jira Service Management"> <a href="/fr/software/jira/service-management" tabindex="0" data-event="clicked" data-uuid="548cc201-b7" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Jira Service Management" data-label-english="Jira Service Management" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Jira Service Management</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link" data-hover-content-id="mobile-Gestion-des-incidents"> <a href="/fr/incident-management" tabindex="0" data-event="clicked" data-uuid="4dcd6b31-7a" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Gestion des incidents" data-label-english="Incident management" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Gestion des incidents</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="mobile-Guide-produit"> <a href="/fr/software/jira/service-management/product-guide" tabindex="0" data-event="clicked" data-uuid="3e94a1c8-6c" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Guide produit" data-label-english="Product guide" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Guide produit</h3> </div> </div> </a> </li> <li class=" imkt-navbar__dropdown-links__group-link hoverable-link hover-over" data-hover-content-id="mobile-Bibliothèque-de-ressources"> <a href="/fr/software/jira/service-management/resources" tabindex="0" data-event="clicked" data-uuid="a9098f28-8f" data-event-component="linkButton" data-event-container="navbarDropdownLink" data-schema-version="1" data-label="Bibliothèque de ressources" data-label-english="Resource library" > <div class="imkt-navbar--hoverable-nav-dropdown__link-container "> <div class="imkt-navbar--hoverable-nav-dropdown__link-text"> <h3 class="h4">Bibliothèque de ressources</h3> </div> </div> </a> </li> </ul> </div> <div class="column nav-hover-details"> <div class="navbar-hover-content" id="mobile-Jira Service Management"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestion des services pour les équipes opérationnelles informatiques, de développement et métier </h3> <p>Proposez une gestion des services haute vélocité à grande échelle.</p> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > <div class="component component--link-button "> <a href="/fr/software/jira/service-management/free" data-event="clicked" data-uuid="94bdb51a-33" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Télécharger gratuitement" data-label-english="Get it free" class="component__link button button--one button--regular button--primary " > Télécharger gratuitement </a> </div> <div class="component component--link-button "> <a href="/fr/software/jira/service-management" data-event="clicked" data-uuid="3ade5024-4e" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="En savoir plus" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > En savoir plus </a> </div> </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="mobile-Gestion-des-incidents"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Comment répondre aux incidents, les résoudre et en tirer des enseignements </h3> <p>Consultez les conseils d'Atlassian pour rétablir le fonctionnement des services.</p> </div> <div class="component component--link-button "> <a href="/fr/incident-management" data-event="clicked" data-uuid="e0a848b0-f8" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="En savoir plus" data-label-english="Learn more" class="component__link button button--one button--regular button--secondary " > En savoir plus </a> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block display-none" > </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="mobile-Guide-produit"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Tout ce que vous devez savoir pour configurer JSM </h3> <p>Ces guides couvrent tous les sujets, des bases aux bonnes pratiques avancées.</p> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > <div class="component component--link-button "> <a href="/fr/software/jira/service-management/product-guide?bundle=compass" data-event="clicked" data-uuid="70e11420-82" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Consulter le guide" data-label-english="View guide" class="component__link button button--one button--regular button--secondary " > Consulter le guide </a> </div> </div> </div> </div> </div> </div> <div class="navbar-hover-content" id="mobile-Bibliothèque-de-ressources"> <div class="container-fluid n20"> <div class="row"> <div class="component no-flex component--block" > <div class="component component--heading-textblock"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Bibliothèque de ressources Jira Service Management </h3> <p>Parcourez nos livres blancs, nos études de cas, nos rapports et plus encore pour obtenir toutes les informations dont vous avez besoin.</p> </div> <div class="component component--link-button display-none "> <a href="/fr/software/jira/service-management/resources" data-event="clicked" data-uuid="9c47642b-c8" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Voir la bibliothèque" data-label-english="View library" class="component__link button button--one button--regular button--secondary " > Voir la bibliothèque </a> </div> <div class="component flexRow alignContentStretch alignItemsCenter justifyStart noWrap no s16 between component--block" > </div> </div> </div> </div> </div> </div> </div> </li> </ul> </div> </div> </div> <script type="text/x-component"> { "type":"imkt.components.Navbar", "params": { "hasCharlie":"false" } } </script></nav> <div class="container-fluid xs-comfortable md-outerspace light-text" data-container-id="d60f91ba-15d2-4a27-9f97-4eb0f98080a8"> <style class="background-image-styles" data-for="d60f91ba-15d2-4a27-9f97-4eb0f98080a8"> @media (min-width: 0px) and (max-width: 539px) { [data-container-id="d60f91ba-15d2-4a27-9f97-4eb0f98080a8"] { background-image: url("https://wac-cdn.atlassian.com/dam/jcr:c6410ced-6063-49ea-a4b9-3671437ffec8/jsm-evergreen-ambient-hero-320x400.svg?cdnVersion=2449") ; background-position: center ; 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fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> </div> </div> </div> </div> <div class="container-fluid md-comfortable below-hero"> <div class="row flex-container"> <div class="column column-md-3 column-lg-offset-1 column-md-offset-0 hide-sm hide-xs agile-sidebar-column s0 between" > <div class="component component--guided-sidebar "> <div class="side-links"> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links revealed active" > <a href="/fr/itsm/service-request-management" data-event="clicked" data-uuid="901d6845-a2" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 active"> Gestion des demandes de service </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link revealed active" > <a href="/fr/itsm/service-request-management" data-event="clicked" data-uuid="5fe5efca-04" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 active"> Vue d'ensemble </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/how-to-build-a-service-desk" data-event="clicked" data-uuid="0ada4e95-94" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Bonnes pratiques pour créer un centre de services </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/it-metrics-and-reporting" data-event="clicked" data-uuid="327b836e-c8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Métriques et rapports informatiques </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/slas" data-event="clicked" data-uuid="3b438742-f4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Tout sur les SLA (quoi, pourquoi et comment) </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/first-call-resolution" data-event="clicked" data-uuid="2baf12bb-32" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Pourquoi la résolution au premier contact (FCR) est-elle importante ? </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/help-desk" data-event="clicked" data-uuid="1a8005e3-96" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Centre d'aide </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm" data-event="clicked" data-uuid="324e1030-73" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Centre de services, centre d'assistance, ITSM </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/how-to-run-it-support-devops-way" data-event="clicked" data-uuid="ca739e5c-af" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Comment exécuter le support informatique à la DevOps </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/conversational-ticketing" data-event="clicked" data-uuid="4bc9c728-4b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Système de ticket conversationnel </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/how-to-customize-jira-service-management" data-event="clicked" data-uuid="e347a2ca-f2" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Personnalisez Jira Service Management </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/transitioning-from-email-support" data-event="clicked" data-uuid="3f2221f8-80" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Transition depuis le support par e-mail </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/service-catalog" data-event="clicked" data-uuid="02ae1fd0-14" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Catalogue de services </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/virtual-agent" data-event="clicked" data-uuid="bbcefa42-11" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Qu'est-ce qu'un agent virtuel ? </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/it-services" data-event="clicked" data-uuid="dd053b27-24" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Comprendre les services informatiques et leur importance </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/service-request-management/service-desk" data-event="clicked" data-uuid="21f14ac7-08" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Support informatique </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/itsm/it-asset-management" data-event="clicked" data-uuid="71b2e9ef-6c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> IT Asset Management </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-asset-management" data-event="clicked" data-uuid="2ba5bae0-37" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Vue d'ensemble </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-asset-management/cmdb" data-event="clicked" data-uuid="941e5fc7-06" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Bases de données de gestion des configurations </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-asset-management/configuration-vs-asset-management" data-event="clicked" data-uuid="a73be061-f2" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Gestion des configurations vs gestion des actifs </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-asset-management/best-practices" data-event="clicked" data-uuid="7e449991-f1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Meilleures pratiques en matière de gestion des actifs informatiques et logiciels </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-asset-management/asset-tracking" data-event="clicked" data-uuid="0d50d464-70" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Suivi des actifs </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-asset-management/hardware-asset-management" data-event="clicked" data-uuid="2dcd4316-67" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Gestion des actifs matériels </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management" data-event="clicked" data-uuid="7b1ed876-3e" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestion des incidents </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/incident-management" data-event="clicked" data-uuid="5282f9a8-c7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Vue d'ensemble </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/incident-management/itscm" data-event="clicked" data-uuid="c6a86907-5f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Gestion de la continuité des services informatiques </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/incident-communication" data-event="clicked" data-uuid="3b02d8ec-c9" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Communication sur les incidents </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/incident-communication/templates" data-event="clicked" data-uuid="46f749aa-74" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Modèles </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/incident-communication/workshop" data-event="clicked" data-uuid="6cc74278-e7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Atelier </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/incident-response" data-event="clicked" data-uuid="fd9ecf06-8a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Réponse aux incidents </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/incident-response/best-practices" data-event="clicked" data-uuid="f4b489bf-ef" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Bonnes pratiques </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/incident-response/incident-commander" data-event="clicked" data-uuid="af4a9614-5c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Coordinateur gestion des incidents </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/incident-response/aviation" data-event="clicked" data-uuid="56d1086a-81" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Transport aérien </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/incident-response/roles-responsibilities" data-event="clicked" data-uuid="af9daf21-2a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Rôles et responsabilités </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/incident-response/lifecycle" data-event="clicked" data-uuid="df6f9167-67" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Cycle de vie </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/incident-response/how-to-create-an-incident-response-playbook" data-event="clicked" data-uuid="bb09d52f-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Playbook </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/incident-response/support-levels" data-event="clicked" data-uuid="33b60e19-9a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Niveaux de support informatique </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/on-call" data-event="clicked" data-uuid="a22c635d-2d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Astreinte </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/on-call/on-call-schedules" data-event="clicked" data-uuid="0d8bd29f-f4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Plannings d'astreinte </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/on-call/on-call-pay" data-event="clicked" data-uuid="c7666a80-a3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Prime d'astreinte </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/on-call/alert-fatigue" data-event="clicked" data-uuid="8c3e14e9-12" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Fatigue d'alerte </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/on-call/improving-on-call" data-event="clicked" data-uuid="b6f45e62-72" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Amélioration des astreintes </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/on-call/it-alerting" data-event="clicked" data-uuid="7f5a2073-f4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Alertes informatiques </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/on-call/escalation-policies" data-event="clicked" data-uuid="05612363-f7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Politiques de remontée </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/incident-management/tools" data-event="clicked" data-uuid="89347a3d-36" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Outils </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/template" data-event="clicked" data-uuid="b21045b2-11" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Modèle </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/on-call/escalation-path-template" data-event="clicked" data-uuid="0cc2892d-35" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Modèle de parcours de remontée </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/kpis" data-event="clicked" data-uuid="00f2f82c-ae" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> KPI </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/kpis/common-metrics" data-event="clicked" data-uuid="0a0bc9ed-84" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Métriques courantes </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/kpis/severity-levels" data-event="clicked" data-uuid="735d8f73-10" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Niveaux de gravité </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/kpis/cost-of-downtime" data-event="clicked" data-uuid="8081fff3-39" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Coût des temps d'arrêt </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/kpis/sla-vs-slo-vs-sli" data-event="clicked" data-uuid="3274f87e-41" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> SLA, SLO et SLI </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/kpis/error-budget" data-event="clicked" data-uuid="694db808-03" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Budget d'erreur </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/kpis/reliability-vs-availability" data-event="clicked" data-uuid="8c2378f3-ee" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Fiabilité et disponibilité </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/kpis/mttf" data-event="clicked" data-uuid="f0f0635c-17" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> MTTF (temps moyen de bon fonctionnement) </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/devops" data-event="clicked" data-uuid="e33eac1d-09" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> DevOps </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/devops/sre" data-event="clicked" data-uuid="b26f844e-88" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> SRE </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/devops/you-built-it-you-run-it" data-event="clicked" data-uuid="f90fae53-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Vous l'avez conçu, vous en êtes responsable </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/devops/incident-vs-problem-management" data-event="clicked" data-uuid="fa49b580-b5" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Gestion des problèmes et gestion des incidents </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/devops/chatops" data-event="clicked" data-uuid="5c3acf71-be" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> ChatOps </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/itsm" data-event="clicked" data-uuid="010866b8-f9" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> ITSM </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/itsm/major-incident-management" data-event="clicked" data-uuid="5a89a565-66" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Gestion des incidents majeurs </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/itsm/it-incident-management" data-event="clicked" data-uuid="28764642-84" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Gestion des incidents informatiques </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/itsm/modern-incident-management-for-it-ops" data-event="clicked" data-uuid="5f0e5f08-2b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Gestion moderne des incidents pour l'équipe ITOps </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/itsm/disaster-recovery" data-event="clicked" data-uuid="145da528-77" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Comment élaborer un plan de reprise d'activité informatique </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/itsm/disaster-recovery-plan-examples" data-event="clicked" data-uuid="9dec9b4b-9d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Exemples de plans de reprise d'activité </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/itsm/bug-tracking-best-practices" data-event="clicked" data-uuid="b7a33993-99" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Bonnes pratiques de suivi des bugs </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/postmortem" data-event="clicked" data-uuid="b8818958-4f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Post-mortem </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/postmortem/templates" data-event="clicked" data-uuid="4936a77a-4b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Modèle </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/postmortem/blameless" data-event="clicked" data-uuid="6810fc46-35" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Sans reproches </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/postmortem/reports" data-event="clicked" data-uuid="81378d2d-c3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Rapports </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/postmortem/meeting" data-event="clicked" data-uuid="24e117ff-d6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Réunion </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/postmortem/timelines" data-event="clicked" data-uuid="650ee13c-c1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Chronologies </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/postmortem/5-whys" data-event="clicked" data-uuid="a1c2a0ea-a4" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Les Cinq pourquoi </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/postmortem/public-vs-private" data-event="clicked" data-uuid="7754747c-a2" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Public et privé </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/tutorials" data-event="clicked" data-uuid="d318c8f1-a5" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Tutoriels </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/tutorials/incident-communication" data-event="clicked" data-uuid="a0185940-d6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Communication sur les incidents </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/tutorials/on-call-schedule" data-event="clicked" data-uuid="9b7c223c-32" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Planning d'astreinte </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/tutorials/automate-customer-notifications" data-event="clicked" data-uuid="7e4ab095-57" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Automatisation des notifications client </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link has-child-links foldup" > <a href="/fr/incident-management/handbook" data-event="clicked" data-uuid="98b5d842-8b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Manuel </a> <div class="nested-links" > <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/handbook/incident-response" data-event="clicked" data-uuid="83f38ac2-fa" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Réponse aux incidents </a> </div> <div class="custom-guide-link level-3 guide-sidebar-link foldup" > <a href="/fr/incident-management/handbook/postmortems" data-event="clicked" data-uuid="dd23786c-f8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level3 "> Post-mortems </a> </div> </div> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/incident-management/template-generator" data-event="clicked" data-uuid="f54ec1f8-3b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Générateur de modèle </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/incident-management/glossary" data-event="clicked" data-uuid="5261ce7a-0c" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Glossaire </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/incident-management/get-the-handbook" data-event="clicked" data-uuid="4b495066-77" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Obtenir le manuel </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/incident-management/2020-state-of-incident-management" data-event="clicked" data-uuid="ebd57b9c-9e" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> État de la gestion des incidents en 2020 </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/incident-management/2021-state-of-incident-management" data-event="clicked" data-uuid="c428ec2c-34" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> État de la gestion des incidents en 2021 </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/itsm/it-management" data-event="clicked" data-uuid="a35c134c-a3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestion informatique </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-management" data-event="clicked" data-uuid="7e49a1c7-2d" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Vue d'ensemble </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/itsm/problem-management" data-event="clicked" data-uuid="3d8b5666-22" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestion des problèmes </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/problem-management" data-event="clicked" data-uuid="9c319fe8-79" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Vue d'ensemble </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/problem-management/template" data-event="clicked" data-uuid="6d58a094-76" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Modèle </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/problem-management/roles-and-responsibilities" data-event="clicked" data-uuid="87aeecde-62" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Rôles et responsabilités </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/problem-management/process" data-event="clicked" data-uuid="ea4886bf-ec" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Processus </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/itsm/change-management" data-event="clicked" data-uuid="53dcd698-26" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestion des changements </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/change-management" data-event="clicked" data-uuid="55e43ec8-a0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Vue d'ensemble </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/change-management/best-practices" data-event="clicked" data-uuid="7580db99-10" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Bonnes pratiques </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/change-management/roles-and-responsibilities" data-event="clicked" data-uuid="ea8d6d6f-8f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Rôles et responsabilités </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/change-management/change-advisory-board" data-event="clicked" data-uuid="ac85d1d7-8b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Conseil consultatif sur les changements </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/change-management/types" data-event="clicked" data-uuid="6a3adc11-74" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Types de gestion des changements </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/itsm/knowledge-management" data-event="clicked" data-uuid="541517b2-8b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestion des connaissances </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/knowledge-management" data-event="clicked" data-uuid="6f8e03be-31" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Présentation </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/knowledge-management/what-is-a-knowledge-base" data-event="clicked" data-uuid="fcfb62ba-f7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Qu'est-ce qu'une base de connaissances ? </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/knowledge-management/kcs" data-event="clicked" data-uuid="5f39bd6e-c1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Qu'est-ce que le knowledge-centered service (KCS) ? </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/knowledge-management/self-service-success" data-event="clicked" data-uuid="f7737e55-a7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Bases de connaissances en libre-service </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/itsm/esm" data-event="clicked" data-uuid="bd0749e6-bf" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestion des services d'entreprise </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm" data-event="clicked" data-uuid="bf67641a-0f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Présentation </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/hr-service-management-and-delivery" data-event="clicked" data-uuid="1cadf0b4-cc" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Gestion et livraison des services RH </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/hr-automation-best-practices" data-event="clicked" data-uuid="6f53d519-9b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Bonnes pratiques d'automatisation des RH </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/implementation-tips-for-esm" data-event="clicked" data-uuid="cc5c48de-c6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Trois conseils d'implémentation pour l'ESM </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/offboarding" data-event="clicked" data-uuid="a20e8e61-03" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Comprendre le processus de départ </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/employee-experience-management" data-event="clicked" data-uuid="210c2b0c-c8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Stratégies de gestion de l'expérience des collaborateurs </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/onboarding-software" data-event="clicked" data-uuid="253aa3b5-21" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Les 9 meilleurs logiciels d'intégration </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/employee-experience-platforms" data-event="clicked" data-uuid="31baf7fb-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Plateformes dédiées à l'expérience des collaborateurs </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/onboarding-workflow" data-event="clicked" data-uuid="449083fa-69" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Workflow d'intégration </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/employee-onboarding-checklist" data-event="clicked" data-uuid="eaacc805-e3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Checklist pour l'intégration des employés </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/esm/services-delivery" data-event="clicked" data-uuid="629031ea-b3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Fourniture de services informatiques </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/itsm/itil" data-event="clicked" data-uuid="e6e56263-0f" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> ITIL </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/itil" data-event="clicked" data-uuid="cbb7110b-fa" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Présentation </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/itil/devops-vs-itil" data-event="clicked" data-uuid="fe748f6e-d8" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> DevOps et ITIL </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/itil/service-strategy" data-event="clicked" data-uuid="07a6dce8-a7" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Guide stratégique pour les services ITIL </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/itil/service-transition" data-event="clicked" data-uuid="d4a83967-09" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Transition vers les services ITIL </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/itil/continual-service-improvement" data-event="clicked" data-uuid="bc8c398e-d3" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Amélioration de service continue </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/itsm/it-operations" data-event="clicked" data-uuid="3116c9ae-e0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Opérations informatiques </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-operations" data-event="clicked" data-uuid="f88c4f9b-93" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Présentation </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-operations/it-infrastructure-management" data-event="clicked" data-uuid="412f3251-6a" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Gestion de l'infrastructure informatique </a> </div> </div> </div> <div class="custom-guide-link level-1 guide-sidebar-link has-child-links foldup" > <a href="/fr/itsm/it-operations-management" data-event="clicked" data-uuid="247ae908-b0" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level1 "> Gestion des opérations informatiques </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-operations-management" data-event="clicked" data-uuid="bd79cef8-b1" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Vue d'ensemble </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-operations-management/system-upgrade" data-event="clicked" data-uuid="56e8c980-81" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Mise à niveau du système </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-operations-management/service-mapping" data-event="clicked" data-uuid="dca5d7e9-68" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Cartographie des services </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-operations-management/application-dependency-mapping" data-event="clicked" data-uuid="3fcfbdd6-a6" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Cartographie des dépendances entre les applications </a> </div> <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <a href="/fr/itsm/it-operations-management/it-infrastructure" data-event="clicked" data-uuid="5218f0c4-4b" data-event-component="linkButton" data-event-container="guidedSidebarLink" data-schema-version="1" class="guide-sidebar-child-link level2 "> Infrastructure informatique </a> </div> </div> </div> </div> <script type="text/x-component"> { "type":"imkt.components.GuidedSidebar", "params": { "stickyPosition":"100", "isAgile":false } } </script></div> </div> <div class="column column-lg-6 column-md-8 s0 between" > <div class="component component--heading"> <h1 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- h2 heading" > Qu'est-ce qu'une demande de service ? </h1> </div> <div class="component component--textblock text-longform"> <p>Les équipes informatiques reçoivent une grande variété de demandes client. Qu'il s'agisse de demandes d'accès à des apps, de licences logicielles, de réinitialisation du mot de passe ou de nouveaux matériels, ITIL (Information Technology Infrastructure Library) les classe dans la catégorie des demandes de service. Les demandes de service sont souvent récurrentes, de sorte que les équipes informatiques efficaces suivent une procédure reproductible pour les traiter. </p> <p>La gestion des demandes de service est liée, mais distincte des autres pratiques de gestion des services, notamment la gestion des incidents, des problèmes et des changements. La gestion des demandes de service implique uniquement qu'un utilisateur soumette sa demande pour quelque chose de nouveau, qu'il s'agisse de l'accès à un service, d'un nouveau téléphone ou d'une information.</p> <p><a data-event="clicked" data-uuid="feb92f87-ca0" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="ITIL spécifie" data-label-english="ITIL specifies" href="https://www.axelos.com/corporate/media/files/glossaries/itil_2011_glossary_gb-v1-0.pdf">ITIL spécifie</a> que, grâce au centre de services, les demandes de service sont gérées par le processus d'exécution des demandes.</p> </div> <div class="component s0 between component--block md-cozy-top" data-title="" > <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Qu'est-ce que l'exécution des demandes ? </h2> </div> <div class="component component--textblock text-longform"> <p>L'exécution des demandes désigne le processus de résolution de la demande de service d'un client et fait référence à la gestion du cycle de vie complet de toutes les demandes de service. L'équipe du centre de services se consacre à répondre aux demandes et à les satisfaire tout en livrant au client le niveau de support de service le plus élevé. </p> <p>L'exécution des demandes consiste à permettre aux employés d'accéder aux services informatiques dont ils ont besoin pour être productifs. Cela doit aider les utilisateurs à voir les services disponibles, à comprendre comment les demander et à définir des attentes quant au délai de traitement des demandes. </p> <p>Dans les organisations qui génèrent un grand nombre de demandes de service, il est judicieux de les traiter comme un flux de travail bien précis, de les consigner et les gérer comme un type d'enregistrement distinct. Il doit s'agir d'un processus différent de vos autres processus informatiques.</p> </div> </div> <div class="component s0 between component--block md-cozy-top" data-title="" > <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Gestion des incidents et gestion des demandes de service </h2> </div> <div class="component component--textblock text-longform"> <p>Une question fréquente sur la gestion des demandes de service vise à savoir en quoi elle est liée aux pratiques informatiques de base, notamment la gestion des incidents, des problèmes et des changements. Il convient d'aborder brièvement certains termes clés avant d'aborder les distinctions.</p> <ul> <li><strong>Demande de service</strong> : demande formelle de l'utilisateur pour que quelque chose de nouveau soit fourni. Exemple : « J'ai besoin d'un nouveau MacBook ».</li> <li><strong><a data-event="clicked" data-uuid="a31367d8-b00" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="Incident" data-label-english="Incident" href="/fr/incident-management">Incident</a></strong> : événement imprévu qui perturbe ou réduit la qualité d'un service et nécessite une réponse urgente. Exemple : « Le site web est en panne ! »</li> <li><a data-event="clicked" data-uuid="a31367d8-b01" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="Problème" data-label-english="Problem " href="https://www.atlassian.com/itsm/problem-management"><strong>Problème</strong></a> : cause sous-jacente des incidents récurrents ou évitables. Exemple : « Nous avons à nouveau le cas de ce ticket d'app ! »</li> <li><a data-event="clicked" data-uuid="a31367d8-b02" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="Changement" data-label-english="Change" href="https://www.atlassian.com/itsm/change-management"><strong>Changement</strong></a> : ajout, modification ou suppression de tout ce qui peut avoir un effet sur les services informatiques. Il peut être lié à une demande de service. Exemple : « J'ai besoin de mettre à niveau la base de données ! »</li> </ul> <p>Les demandes de service doivent être traitées comme un flux de travail distinct afin d'aider les équipes informatiques à se concentrer sur la livraison d'un travail plus précieux et à mieux aider le reste de l'organisation. Les demandes de service sont souvent à faible risque et peuvent être accélérées, voire automatisées. Par exemple, si un nouvel employé soumet une demande de service pour accéder à une app logicielle, cette demande peut être pré-approuvée et automatiquement accordée. </p> <p>Tout cela signifie que l'équipe informatique peut réduire le stress, gagner du temps et éviter des workflows trop compliqués. Compte tenu de l'éventail de demandes de changement, d'incident et de service que vous devez traiter, des flux de travail et des dossiers distincts permettront à votre équipe de déterminer la bonne façon de répartir vos ressources.</p> </div> <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Processus de gestion des demandes de service </h2> </div> <div class="component component--textblock text-longform"> <p>Bien qu'il y ait quelques variations dans la façon dont une demande de service peut être capturée et exécutée, il est important de se concentrer sur la standardisation afin d'améliorer la qualité et l'efficacité globales du service. Le graphique suivant illustre un processus simple d'exécution des demandes basé sur les recommandations ITIL. Il peut être utilisé comme point de départ pour adapter les processus ITIL existants ou en définir de nouveaux.</p> </div> <div class="component component--image"> <img id="e758c869" alt="Diagramme montrant un flux de demande de service" class="component__image" src="https://wac-cdn.atlassian.com/dam/jcr:b494279c-f2f0-42c6-b665-2bdbf435cba0/service-request-flow%20.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--textblock text-longform"> <p>Le processus d'exécution des demandes de service, en bref :</p> <ol> <li>Un client demande de l'aide à partir de votre portail de service ou par e-mail.</li> <li>L'équipe du service informatique évalue la demande en même temps que des processus d'approbation et de qualification prédéfinis. Si nécessaire, elle envoie la demande pour approbation financière ou métier.</li> <li>Un agent du centre de services travaille pour répondre à la demande de service ou fait suivre la demande à quelqu'un en mesure de le faire.</li> <li>Une fois la demande résolue, l'agent ferme le ticket et consulte le client pour s'assurer qu'il est satisfait.</li> </ol> </div> <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Priorités de la gestion des demandes de service </h2> </div> <div class="component component--image"> <img id="1a891956" alt="" class="component__image" src="https://wac-cdn.atlassian.com/dam/jcr:cb4f6608-7a1f-44ce-b4bf-1afef2e614d5/service%20request%20priorities.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--textblock text-longform"> <p>Une bonne pratique de gestion des demandes de service est axée sur le client, centrée sur les connaissances et simplifiée grâce à l'automatisation. En appliquant ces principes de façon cohérente, votre organisation peut renforcer l'équipe de support informatique, permettre aux clients de demander facilement de l'aide et d'obtenir facilement des réponses, et utiliser la technologie pour s'adapter aux besoins organisationnels changeants.</p> <p>Voici des recommandations expliquant ce que les équipes de service informatique devraient prioriser pour se rapprocher du client et proposer le meilleur service possible.</p> </div> <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Soutenez l'équipe de support </h3> </div> <div class="component component--textblock text-longform"> <p>Héroïnes méconnues de toute organisation, les équipes de support sont naturellement épuisées par le volume de tickets qu'elles traitent. Les demandes de services dépassent souvent le temps et les ressources disponibles. Dans les grandes entreprises, les équipes de services informatiques doivent constamment répondre aux demandes métier, ce qui les amène souvent à répondre d'abord aux clients les plus insistants. Pendant ce temps, les clients se plaignent de la difficulté de travailler avec l'équipe informatique, de son manque de réactivité et du temps qu'elle met à répondre aux demandes qui les empêchent de faire leur travail. L'informatique ne devrait pas être considérée comme un goulot d'étranglement. </p> <p>Pour offrir un meilleur service client, il est important de se concentrer sur le bien-être et le développement des équipes de support directement impliquées. Généralement, les équipes de support à plusieurs niveaux sont très structurées et gèrent les demandes par le biais de remontées. Nous recommandons une approche plus collaborative de la gestion des demandes de service. Dans cette approche, chaque membre de l'équipe de support peut se rapprocher du client et répondre à ses questions. Lorsque les équipes informatiques « swarment » sur les tickets dans des outils tels que Slack, cela donne à chacun l'occasion de tirer des enseignements du processus de résolution de la demande. </p> <p>En ajoutant des rétrospectives régulières, l'équipe obtient un moment pour prendre du recul et passer en revue tout ce qui s'est passé, idéalement sur une base hebdomadaire. Cela permet de poser des questions, d'identifier les domaines d'amélioration et de s'assurer que les demandes sont transférées aux équipes appropriées. En axant ses efforts sur l'apprentissage et en adoptant l'<a data-event="clicked" data-uuid="2a390093-c60" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="amélioration continue" data-label-english="continuous improvement" href="https://www.atlassian.com/agile/project-management/continuous-improvement">amélioration continue</a>, l'équipe de support informatique peut devenir un meilleur spécialiste du service clients. </p> <p>Travailler dans le domaine de l'informatique peut être une tâche difficile et ingrate. Chez Atlassian, nous recommandons aux équipes de support de <a data-event="clicked" data-uuid="2a390093-c61" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="réaliser régulièrement des contrôles de santé" data-label-english="conduct health monitors " href="https://www.atlassian.com/team-playbook/health-monitor">réaliser régulièrement des contrôles de santé</a> afin d'évaluer leurs performances et de prendre des mesures pour s'améliorer. </p> </div> <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Appliquez le concept du « Shift left » </h3> </div> <div class="component component--textblock text-longform"> <p>Pour éviter les demandes de service chaotiques, une recommandation populaire consiste à « pousser vers la gauche ». Que signifie « Shift left » ? Il s'agit de traiter les demandes aussi près que possible des équipes en première ligne et du client. Cela améliore l'expérience client en accélérant la résolution, en simplifiant l'activité de support et en réduisant le coût global du traitement des demandes. </p> <p>Par exemple, une base de connaissances avec des articles consultables peut être très utile pour réduire le nombre de tickets. De plus, vous pouvez personnaliser vos formulaires de réception des demandes afin de recueillir des informations pertinentes et de réduire les longs échanges. </p> </div> <div class="component component--image"> <img id="606d3614" alt="Diagramme montrant la valeur du renforcement de l'autonomie dans le support informatique" class="component__image" src="https://wac-cdn.atlassian.com/dam/jcr:51814efc-4594-4fc4-ac81-42b1f9702a00/support-levels.png?cdnVersion=2449" loading="lazy" /> </div> <div class="component component--textblock text-longform"> <p>Les clients veulent un espace unique dans lequel ils peuvent obtenir de l'aide. Centralisez l'expérience de la personne en quête d'aide et facilitez-en l'accès et l'utilisation autant que possible. De nombreuses organisations ont créé un portail en libre-service uniquement pour qu'il prenne la poussière (c'est une métaphore). Apprenez de leurs erreurs et créez un espace qui s'inspire de la culture unique de votre organisation. N'oubliez pas que même si vous développez le système en libre-service le plus puissant, il n'aura que peu d'utilité s'il n'est pas facilement accessible aux clients. </p> </div> <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Tirez parti de l'automatisation </h3> </div> <div class="component component--textblock text-longform"> <p>Lorsque vous intégrez l'automatisation à vos capacités en libre-service, vous réduisez la charge de travail globale de votre équipe informatique en éliminant les tâches répétitives courantes. Par exemple, utilisez l'automatisation pour accélérer les communications de suivi que vos agents effectuent actuellement manuellement, pour améliorer votre communication avec les clients et tenir les parties prenantes informées du délai de résolution estimé. Les réponses standardisées pour certaines demandes fournissent des informations utiles au client et réduisent la charge de travail de l'agent. Les clients ne savent souvent pas où demander de l'aide, et l'automatisation peut également être utilisée pour transférer les demandes de service à l'équipe appropriée pour une résolution accélérée.</p> </div> <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Soyez prêt à évoluer </h3> </div> <div class="component component--textblock text-longform"> <p>À mesure que votre organisation se développe, la fourniture de services se complexifie. De plus en plus d'équipes sont impliquées dans la gestion des files d'attente des demandes. Comme il est toujours plus fréquent de devoir déléguer des responsabilités et transférer des tâches d'une équipe à une autre, le contexte est souvent perdu. Nous entendons des témoignages de clients qui acquièrent de nouvelles unités commerciales ou de nouvelles entreprises, et qui font face à un processus décourageant pour les intégrer dans leurs systèmes.</p> <p>Un catalogue de services fournit des informations sur les services informatiques disponibles au déploiement. La possibilité de déployer rapidement un catalogue de services, sans développeur, peut vous permettre de vous adapter à l'évolution des besoins métier.</p> </div> </div> <div class="component s0 between component--block md-cozy-top" data-title="After the incident" > <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Bonnes pratiques de gestion des demandes de service </h2> </div> <div class="component component--textblock text-longform"> <p>Alors, que faut-il pour créer un processus efficace de gestion des demandes de service ? Voici huit conseils à prendre en compte :</p> <ol> <li>Commencez par les demandes les plus courantes, les plus simples et les plus facilement exécutables. Les définir apporte une valeur immédiate aux clients et permet à l'équipe informatique d'apprendre au fur et à mesure qu'elle développe les phases futures du flux de travail des demandes. </li> <li>Documentez toutes vos exigences pour vos demandes de service, à savoir : champs de questions, processus d'approbation, procédures d'exécution, équipe d'exécution, propriétaire du processus, SLA, rapports, etc. Cela permettra à l'équipe informatique de mieux gérer l'offre de demandes au fil du temps. Cette étape est très importante pour les offres de demandes plus complexes qui évolueront au fil du temps.</li> <li>Capturez les données nécessaires pour lancer le processus de demande lors de la réception, mais ne surchargez pas le client de questions.</li> <li>Standardisez et automatisez le processus d'approbation dans la mesure du possible. Par exemple, toutes les demandes de nouvel écran sont considérées comme pré-approuvées (et remplies automatiquement si possible) et toutes les demandes de logiciels doivent être approuvées par le responsable du client.</li> <li>Passez en revue le processus et les procédures d'exécution des demandes afin de déterminer quelles équipes de support sont responsables de l'exécution de la demande, et si des exigences particulières s'appliquent. Dans la mesure du possible, simplifiez grâce à l'automatisation. </li> <li>Identifiez les informations qui devraient être disponibles dans la <a data-event="clicked" data-uuid="98df25ba-d00" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="base de connaissances" data-label-english="knowledge base" href="/fr/itsm/knowledge-management/what-is-a-knowledge-base">base de connaissances</a> lorsqu'une demande est livrée. L'objectif général du libre-service est de donner à vos clients ce qu'ils veulent plus rapidement et de rediriger les demandes dans la mesure du possible. Si vous pouvez répondre à une question dans une FAQ commune, incluez ces connaissances dans le cadre du plan lors de la création de la demande de service.</li> <li>Passez en revue les accords de niveau de service (SLA) pour vous assurer que les mesures et les notifications appropriées sont en place afin que les demandes soient satisfaites au moment opportun.</li> <li>Identifiez les rapports et les métriques nécessaires pour gérer correctement le cycle de vie d'une demande de service. Démarrez le suivi grâce à des mesures telles que la CSAT (satisfaction client), le délai de réponse, le délai de résolution et le délai de clôture.</li> </ol> </div> </div> <div class="component s0 between component--block md-cozy-top" data-title="" > <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Résumé </h2> </div> <div class="component component--textblock text-longform"> <p>En gérant correctement les demandes de service, vous permettrez à votre équipe informatique de se concentrer sur ce qui est le plus important pour l'ensemble de l'organisation, tout en favorisant une meilleure expérience client. Un outil logiciel flexible comme Jira Service Management peut aider votre équipe à sortir du chaos et à configurer des workflows adaptés à ses besoins. </p> </div> <div class="component component--link-button " style="text-align:center;"> <a href="/fr/software/jira/service-management/free" data-event="clicked" data-uuid="3f13468d-be" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Essayer Jira Service Management" data-label-english="Try Jira Service Management" class="component__link button button--one button--regular button--primary " > Essayer Jira Service Management </a> </div> </div> </div> </div> </div> <div class="container-fluid imkt-content-hub-microsite--section--cta"> <div class="row flex-container reduced-row"> <div class="component--agile-card-link half"> <div class="inner-card box-shadow default default"> <div class="card-header transparent" style="background-image: url('https://wac-cdn.atlassian.com/dam/jcr:cb6b689b-a4c8-4061-a4d8-ba09d3726b53/agile-pattern-agile-at-scale.svg?cdnVersion=2449');"></div> <div class="card-content"> <span class="eyebrows heading">Livre blanc </span> <h4 class="heading">Atlassian pour l'ITSM</h4> <p>Les informations de base que vous devez connaître sur l'ITSM avec Atlassian, dans les domaines de la fourniture de services, des opérations et du support informatiques, ainsi que des bonnes pratiques et conseils.</p> <a href="/fr/whitepapers/complete-guide-itsm" data-event="clicked" data-uuid="806fe2d4-a9-link-text" data-event-component="linkButton" data-event-container="agileCardLink" data-schema-version="1" data-label="Télécharger le guide" class="link-arrow">Télécharger le guide <svg class="link-arrow-image" width="11px" height="8px" viewBox="0 0 11 8" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><g stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"><g class="group-path" transform="translate(-138.000000, -586.000000)" fill="#0052CC"><path d="M145.2803,586.507862 L144.2193,587.568863 L145.9393,589.287862 L138.7503,589.287862 C138.3363,589.287862 138.0003,589.623862 138.0003,590.037862 C138.0003,590.451862 138.3363,590.787862 138.7503,590.787862 L145.9393,590.787862 L144.2193,592.507862 L145.2803,593.568863 L148.8103,590.037862 L145.2803,586.507862 Z"></path></g></g></svg> </a> </div> <a href="/fr/whitepapers/complete-guide-itsm" data-event="clicked" data-uuid="806fe2d4-a9-overlay-link" data-event-component="linkButton" data-event-container="agileCardLink" data-schema-version="1" data-label="Télécharger le guide" class="overlay-link" aria-label="Atlassian pour l'ITSM"></a> </div> </div> <div class="component--agile-card-link half"> <div class="inner-card box-shadow default default"> <div class="card-header transparent" style="background-image: url('https://wac-cdn.atlassian.com/dam/jcr:2fd2e18d-e967-4d02-9ecb-52abad5ca831/asset-thumb.svg?cdnVersion=2449');"></div> <div class="card-content"> <span class="eyebrows heading">Suivant </span> <h4 class="heading">IT Asset Management, comment ça marche ?</h4> <p>IT Asset Management (ITAM) est une solution de gestion des actifs essentielle au suivi et à la justification des dépenses informatiques. 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