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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="" 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data-uuid="c7337bad-f0-link" data-event-component="linkButton" 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- 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<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 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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 foldup" > <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 "> Gestion des demandes de service </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link foldup" > <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 "> 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 revealed active" > <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 active"> ITIL </a> <div class="nested-links" > <div class="custom-guide-link level-2 guide-sidebar-link revealed active" > <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 active"> 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-textblock text-longform"> <h1 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- h2 heading" > Un guide sur ITIL et sa place dans l'ITSM moderne </h1> <p>Alors que les organisations s'appuient de plus en plus sur la technologie pour booster leurs opérations, les équipes informatiques s'imposent de plus en plus comme des partenaires métier essentiels. ITIL (Information Technology Infrastructure Library), en particulier la dernière version appelée <a data-event="clicked" data-uuid="89f69b8e-f20" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="ITIL 4" data-label-english="ITIL 4" href="/fr/webinars/it/new-ways-of-working-with-itil-4-and-atlassian">ITIL 4</a>, fournit un framework qui offre aux <a data-event="clicked" data-uuid="89f69b8e-f21" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="équipes informatiques" data-label-english="IT teams" href="/fr/teams/it">équipes informatiques</a> la flexibilité et la stabilité dont elles ont besoin pour bien soutenir leur entreprise.</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 qu'ITIL ? </h2> </div> <div class="component component--textblock text-longform"> <p>ITIL est un ensemble de bonnes pratiques largement acceptées conçues pour aider une organisation à tirer une valeur optimale de l'informatique en alignant les services informatiques sur la stratégie métier.</p> </div> <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > L'histoire d'ITIL </h2> </div> <div class="component component--textblock text-longform"> <p>Le gouvernement britannique a créé ITIL dans les années 1980. À cette époque, celui-ci recherchait un ensemble de standards pour améliorer les performances informatiques. Au fil des ans, ITIL s'est popularisé et a évolué au fur et à mesure que de nouvelles versions ont été publiées. Axelos, une joint-venture entre le Bureau du Cabinet du gouvernement britannique et Capita, est désormais propriétaire d'ITIL. En 2019, elle a livré la dernière version, ITIL 4, qui adopte une approche plus holistique et adaptable de l'<a data-event="clicked" data-uuid="72945f58-a90" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="ITSM" data-label-english="ITSM" href="/fr/itsm">ITSM</a>.</p> </div> <div class="component component--heading-textblock text-longform"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Principes directeurs d'ITIL </h2> <p>Le framework ITIL repose sur un ensemble de principes directeurs qui façonnent son approche de la gestion des services informatiques. Ces principes constituent la base sur laquelle les organisations peuvent aligner les services informatiques sur la stratégie métier, afin de tirer le meilleur parti des investissements informatiques. Voici les principes directeurs d'ITIL 4.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Privilégier la valeur </h3> <p>ITIL souligne l'importance de créer de la valeur pour l'entreprise. L'accent est mis sur la compréhension et la satisfaction des besoins de l'organisation, en veillant à ce que chaque activité informatique contribue à la proposition de valeur globale.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Tout commence ici </h3> <p>ITIL encourage les organisations à évaluer leur situation actuelle et à s'appuyer sur les processus et pratiques existants. Ce principe favorise une approche pratique et réaliste de l'amélioration, en tenant compte du contexte unique de chaque organisation.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Avancer par itération avec des retours </h3> <p>L'approche itérative est au cœur d'ITIL 4 et permet une <a data-event="clicked" data-uuid="ce994ed2-830" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="amélioration continue" data-label-english="continuous improvement" href="/fr/agile/project-management/continuous-improvement">amélioration continue</a>. Les organisations sont invitées à implémenter les changements par petits incréments gérables, avec une boucle de feedback constante afin d'affiner et d'améliorer les processus au fil du temps.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Collaborer et promouvoir la visibilité </h3> <p>La collaboration est essentielle à la réussite de la gestion des services informatiques. ITIL prône une communication ouverte et une collaboration entre équipes, en promouvant la visibilité des processus et des activités afin de favoriser une culture de responsabilité partagée et d'amélioration continue des services.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Penser et travailler de façon holistique </h3> <p>ITIL encourage une perspective holistique, qui tient compte de l'ensemble du système de valeur des services. Ce principe met l'accent sur l'interdépendance des différents composants d'une organisation et favorise une compréhension globale de la manière dont ils contribuent aux objectifs métier généraux.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Opter pour la simplicité et rester pratique </h3> <p>Simplicité et praticité sont les principes fondamentaux d'ITIL. Il est conseillé aux organisations d'éviter toute complexité inutile et de se concentrer sur des solutions simples, efficaces et conformes aux objectifs métier.</p> </div> <div class="component component--heading-textblock text-longform"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Optimiser et automatiser </h3> <p>L'optimisation et l'<a data-event="clicked" data-uuid="42feb89a-7e0" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="automatisation" data-label-english="automation" href="/fr/software/jira/service-management/product-guide/tips-and-tricks/automation">automatisation</a> continues sont essentielles à l'efficacité. ITIL encourage l'utilisation de la technologie pour <a data-event="clicked" data-uuid="42feb89a-7e1" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="automatiser les tâches répétitives" data-label-english="automate repetitive tasks" href="/fr/software/jira/automation-template-library/jira-service-management">automatiser les tâches répétitives</a> et simplifier les processus, permettant ainsi aux équipes informatiques et de gestion des opérations de se concentrer sur la fourniture de services à valeur ajoutée.</p> </div> <div class="component component--heading-textblock text-longform"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Certification ITIL </h2> <p>Obtenir la certification ITIL est une initiative précieuse pour les professionnels de l'informatique et les organisations qui souhaitent améliorer leurs capacités de gestion des services informatiques. La certification ITIL permet aux individus de bien comprendre les pratiques et les principes d'ITIL et d'acquérir les connaissances et les compétences nécessaires pour contribuer à l'efficacité des opérations informatiques et à la prestation de services.</p> </div> <div class="component component--heading"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Comment ITIL aide les entreprises </h2> </div> <div class="component component--textblock text-longform"> <p>ITIL joue un rôle crucial dans le soutien aux entreprises en fournissant un framework flexible et stable pour la gestion des services informatiques. L'adoption d'ITIL, en particulier de la dernière version, ITIL 4, présente plusieurs avantages :</p> <p><strong>Alignement des objectifs informatiques sur les objectifs métier</strong> : ITIL aide les organisations à aligner leurs objectifs informatiques sur les objectifs métier généraux, en veillant à ce que les services informatiques contribuent directement à la réussite de l'entreprise.</p> <p><strong>Suivi et optimisation des coûts</strong> : en implémentant les pratiques ITIL, les organisations peuvent suivre plus efficacement les coûts informatiques et optimiser les ressources pour améliorer leur rentabilité.</p> <p><strong>Prestation de services simplifiée</strong> : ITIL promeut une approche structurée de la gestion des services, ce qui permet une fourniture simplifiée et efficace des services informatiques. Cette dernière contribue à son tour à améliorer la satisfaction client.</p> <p><strong>Flexibilité et collaboration</strong> : en mettant l'accent sur les principes directeurs et un <a data-event="clicked" data-uuid="1b2a03e3-560" data-event-component="linkButton" data-event-container="textBlock" data-schema-version="1" data-label="framework plus agile" data-label-english="agile framework" href="/fr/agile">framework plus agile</a>, ITIL 4 encourage la flexibilité et la collaboration au sein des équipes informatiques. Cette capacité d'adaptation est vitale lorsque les organisations évoluent et recherchent de nouvelles méthodes de travail.</p> <p><strong>Création de valeur</strong> : le framework ITIL met fortement l'accent sur la création de valeur, en veillant à ce que chaque activité informatique contribue de manière significative à la proposition de valeur globale de l'organisation.</p> <p>ITIL est un atout précieux pour les organisations confrontées à la complexité des processus modernes de gestion des services informatiques. Que ce soit par le biais de programmes de certification ou de l'adoption de pratiques ITIL, les entreprises peuvent utiliser ce framework pour améliorer leurs capacités informatiques et mieux répondre aux besoins dynamiques de l'environnement métier.</p> </div> <div class="component component--heading-textblock text-longform"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > ITIL et ITSM : quelle est la différence ? </h2> <p>Pour comprendre la différence entre ITIL et ITSM, commençons par définir cette dernière. <a data-event="clicked" data-uuid="d0f28b17-540" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="ITSM" data-label-english="ITSM" href="/fr/itsm">ITSM</a>, ou la gestion des services informatiques, recouvre la façon dont les équipes informatiques gèrent la livraison de services informatiques de bout en bout auprès des clients. Elle comprend l'ensemble des processus et activités de conception, de création, de prestation et de support des services informatiques. L'ITSM est centrée sur le service, son concept fondamental repose sur la conviction selon laquelle l'informatique devrait être fournie en tant que service.</p> <p>Ainsi, alors que l'ITSM est une sorte de méthodologie pour fournir des services informatiques aux entreprises, ITIL est un ensemble de pratiques couramment utilisées qui décrit comment implémenter l'ITSM dans une entreprise. Pour ceux qui connaissent les <a data-event="clicked" data-uuid="d0f28b17-541" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="méthodologies Agile" data-label-english="Agile methodologies" href="/fr/agile">méthodologies Agile</a>, la différence entre l'ITSM et ITIL est semblable à celle entre <a data-event="clicked" data-uuid="d0f28b17-542" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="Agile et Scrum" data-label-english="Agile and Scrum" href="/fr/agile/scrum/agile-vs-scrum">Agile et Scrum</a>. Alors que l'ITSM (ou Agile) est une méthodologie, ITIL (ou Scrum) est un framework, ou framework, permettant de l'implémenter.</p> <p>Le lien entre les deux est fort. En effet, ITIL a été créé en gardant l'ITSM à l'esprit. Toutefois, la différence entre les deux peut se résumer à une idée : ITIL est un framework ou un ensemble de recommandations pour aider à l'implémentation des activités impliquées dans l'ITSM.</p> </div> <div class="component component--heading-textblock text-longform"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Le référentiel ITIL </h2> <p>La version ITIL 4 a apporté des modifications à ITIL qui le placent dans le contexte des technologies émergentes comme <a data-event="clicked" data-uuid="38673cec-4f0" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="Lean" data-label-english="Lean" href="/fr/agile/project-management/lean-principles">Lean</a>, Agile et <a data-event="clicked" data-uuid="38673cec-4f1" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="DevOps" data-label-english="DevOps" href="/fr/devops">DevOps</a>. Elle guide les équipes dans un cadre de référence holistique, business et de valeur client. Grâce à cette dernière mise à jour, ITIL est devenu plus flexible et adaptable. Ce changement est évident dans le nouveau framework ITIL 4 et les principes directeurs.</p> <p>Par exemple, ITIL 4 a introduit le système de valeur des services (SVS), dans lequel les principales entrées sont des opportunités ou des demandes et la principale sortie est la valeur. Parmi les composants du SVS ITIL se trouvent :</p> <ul> <li>les principes directeurs d'ITIL ; </li> <li>Gouvernance</li> <li>la chaîne de valeur des services ITIL ;</li> <li>les pratiques ITIL ;</li> <li>l'amélioration continue.</li> </ul> <p>Une comparaison des principes directeurs d'ITIL 4 et du <a data-event="clicked" data-uuid="38673cec-4f2" data-event-component="linkButton" data-event-container="headingTextBlock" data-schema-version="1" data-label="Manifeste Agile" data-label-english="the Agile Manifesto" href="/fr/agile/manifesto">Manifeste Agile</a> montre que cette nouvelle version d'ITIL favorise une méthode de travail plus agile :</p> </div> <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Comparaison des principes d'ITIL 4 et d'Agile </h3> </div> <div class="container-fluid hide-xs hide-sm"> <div class="row"> <div class="column s0 between" > <div class="component component--textblock text-longform"> <table align="left" border="1" cellpadding="1" cellspacing="1" style="width:100%;"> <thead> <tr> <th scope="col" style="text-align: left;">Les principes directeurs d'ITIL 4</th> <th scope="col" style="text-align: left;"> Le Manifeste Agile</th> </tr> </thead> <tbody> <tr> <td> <ul> <li>Privilégier la valeur</li> <li>Commencer là où vous êtes </li> <li>Avancer par itération avec des retours</li> <li>Collaborer et promouvoir la visibilité</li> <li>Penser et travailler de façon holistique</li> <li>Opter pour la simplicité et rester pratique </li> <li>Optimiser et automatiser</li> </ul> </td> <td> <ul> <li>Les individus et leurs interactions plutôt que les processus et les outils</li> <li>Des logiciels opérationnels plutôt qu'une documentation exhaustive</li> <li>La collaboration avec les clients plutôt que la négociation contractuelle </li> <li>L'adaptation au changement plutôt que le suivi d'un plan</li> </ul> <p> </p> </td> </tr> </tbody> </table> </div> </div> </div> </div> <div class="container-fluid hide-xl hide-lg hide-md"> <div class="row"> <div class="column s0 between" > <div class="component component--textblock graphs text-longform"> <table align="left" border="1" cellpadding="1" cellspacing="1" style="width:100%;"> <thead> <tr> <th scope="col" style="text-align: left;">Les principes directeurs d'ITIL 4</th> </tr> </thead> <tbody> <tr> <td> <ul> <li>Privilégier la valeur</li> <li>Commencer là où vous êtes </li> <li>Avancer par itération avec des retours</li> <li>Collaborer et promouvoir la visibilité</li> <li>Penser et travailler de façon holistique</li> <li>Opter pour la simplicité et rester pratique </li> <li>Optimiser et automatiser</li> </ul> </td> </tr> </tbody> </table> </div> <div class="component component--textblock text-longform"> <table align="left" border="1" cellpadding="1" cellspacing="1" style="width:100%;"> <thead> <tr> <th scope="col" style="text-align: left;"> Le Manifeste Agile</th> </tr> </thead> <tbody> <tr> <td> <ul> <li>Les individus et leurs interactions plutôt que les processus et les outils</li> <li>Des logiciels opérationnels plutôt qu'une documentation exhaustive</li> <li>La collaboration avec les clients plutôt que la négociation contractuelle </li> <li>L'adaptation au changement plutôt que le suivi d'un plan</li> </ul> </td> </tr> </tbody> </table> </div> </div> </div> </div> <div class="component component--heading"> <h3 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Les pratiques de gestion d'ITIL </h3> </div> <div class="container-fluid hide-xs hide-sm" style="margin-top:-50px;"> <div class="row"> <div class="column s0 between" > <div class="component component--textblock text-longform"> <p> </p> <table align="left" border="1" cellpadding="1" cellspacing="1" style="width:100%;"> <thead> <tr> <th scope="col" style="text-align: left;">Généralités</th> <th scope="col" style="text-align: left;"> Service</th> <th scope="col" style="text-align: left;"> Technique</th> </tr> </thead> <tbody> <tr> <td> <ul> <li>Gestion de l'architecture</li> <li>Amélioration continue</li> <li>Gestion de la sécurité de l'information</li> <li>Gestion des connaissances</li> <li>Mesure et rapports</li> <li>Gestion du changement organisationnel</li> <li>Gestion de portefeuilles</li> <li>Gestion de projet</li> <li>Gestion des relations</li> <li>Gestion des risques</li> <li>Gestion financière des services</li> <li>Gestion de la stratégie</li> <li>Gestion des fournisseurs</li> <li>Gestion des effectifs et des talents</li> </ul> </td> <td> <ul> <li>Gestion de la disponibilité</li> <li>Business analysis</li> <li>Gestion de la capacité et de la performance</li> <li>Habilitation des changements</li> <li>Gestion des incidents </li> <li>Gestion des actifs informatiques</li> <li>Surveillance et gestion des événements</li> <li>Gestion des problèmes</li> <li>Gestion des livraisons</li> <li>Gestion du catalogue des services</li> <li>Gestion de la configuration des services</li> <li>Gestion de la continuité des services </li> <li>Conception des services</li> <li>Centre de services</li> <li>Gestion des niveaux de service</li> <li>Gestion des demandes de service</li> <li>Validation et test des services</li> </ul> </td> <td> <ul> <li>Gestion des déploiements</li> <li>Gestion de l'infrastructure et des plates-formes</li> <li>Développement et gestion des logiciels</li> </ul> </td> </tr> </tbody> </table> </div> </div> </div> </div> <div class="container-fluid hide-xl hide-lg hide-md" style="margin-top:-50px;"> <div class="row"> <div class="column s0 between" > <div class="component component--textblock text-longform"> <p> </p> <table align="left" border="1" cellpadding="1" cellspacing="1" style="width:100%;"> <thead> <tr> <th scope="col" style="text-align: left;">Généralités</th> </tr> </thead> <tbody> <tr> <td> <ul> <li>Gestion de l'architecture</li> <li>Amélioration continue</li> <li>Gestion de la sécurité de l'information</li> <li>Gestion des connaissances</li> <li>Mesure et rapports</li> <li>Gestion du changement organisationnel</li> <li>Gestion de portefeuilles</li> <li>Gestion de projet</li> <li>Gestion des relations</li> <li>Gestion des risques</li> <li>Gestion financière des services</li> <li>Gestion de la stratégie</li> <li>Gestion des fournisseurs</li> <li>Gestion des effectifs et des talents</li> </ul> </td> </tr> </tbody> </table> </div> <div class="component component--textblock text-longform"> <p> </p> <table align="left" border="1" cellpadding="1" cellspacing="1" style="width:100%;"> <thead> <tr> <th scope="col" style="text-align: left;"> Service</th> </tr> </thead> <tbody> <tr> <td> <ul> <li>Gestion de la disponibilité</li> <li>Business analysis</li> <li>Gestion de la capacité et de la performance</li> <li>Habilitation des changements</li> <li>Gestion des incidents </li> <li>Gestion des actifs informatiques</li> <li>Surveillance et gestion des événements</li> <li>Gestion des problèmes</li> <li>Gestion des livraisons</li> <li>Gestion du catalogue des services</li> <li>Gestion de la configuration des services</li> <li>Gestion de la continuité des services </li> <li>Conception des services</li> <li>Centre de services</li> <li>Gestion des niveaux de service</li> <li>Gestion des demandes de service</li> <li>Validation et test des services</li> </ul> </td> </tr> </tbody> </table> </div> <div class="component component--textblock text-longform"> <p> </p> <table align="left" border="1" cellpadding="1" cellspacing="1" style="width:100%;"> <thead> <tr> <th scope="col" style="text-align: left;"> Technique</th> </tr> </thead> <tbody> <tr> <td> <ul> <li>Gestion des déploiements</li> <li>Gestion de l'infrastructure et des plates-formes</li> <li>Développement et gestion des logiciels</li> </ul> </td> </tr> </tbody> </table> </div> </div> </div> </div> <div class="component component--textblock "> <p><em>ITIL® Foundation : édition ITIL 4, Tableau 5.1, Les pratiques de gestion d'ITIL</em></p> </div> <div class="component component--textblock text-longform"> <p>En général, ITIL 4 met davantage l'accent sur des éléments tels que les personnes et la culture, et décourage l'utilisation de tout processus lourd, pesant ou rigide susceptible de créer des silos. Nous pensons qu'ITIL 4 constitue un pas positif vers une approche de l'ITSM qui valorise la collaboration, la facilité d'utilisation et la création de valeur business. </p> </div> <div class="component component--heading-textblock text-longform"> <h2 class="fnt-wt font-wt- fnt-mg font-mgn- fnt-ln font-lnh- heading" > Votre organisation devrait-elle utiliser le référentiel ITIL ? </h2> <p>Il est certain que l'adoption d'ITIL présente plusieurs avantages. Apporter la structure offerte par ITIL à votre équipe informatique peut aider à réaligner les objectifs informatiques sur les objectifs business, à suivre les coûts informatiques, à simplifier la fourniture des services et à assurer la satisfaction de vos clients. </p> <p>Certaines personnes trouvent ITIL/l'ITSM trop structurés et axés sur le processus et favorisent plutôt l'adoption de DevOps. Nous ne pensons pas que la décision se résume à ces deux choix. Les équipes informatiques qui réussissent peuvent tirer parti des pratiques ITIL/ITSM et DevOps.</p> <p>Il est cependant important de ne pas oublier que l'architecture d'ITIL 4 encourage et favorise spécifiquement la flexibilité. L'objectif d'ITIL n'est pas de créer des règles strictes et des processus lourds, mais plutôt de fournir des recommandations adaptables. Votre équipe et vous-même devriez évaluer le framework, les pratiques et les recommandations ITIL et implémenter ce qui fonctionne pour vous. Et surtout, éviter la rigidité et le cloisonnement.</p> <p>Au fur et à mesure que les équipes informatiques évoluent et recherchent de nouvelles méthodes de travail, ITIL évolue avec elles. Il n'est plus nécessaire ou recommandé de respecter scrupuleusement tous les processus présentés par ITIL et l'ITSM. Au lieu de cela, les équipes informatiques adoptent une plus grande flexibilité et renforcent la collaboration. Consultez notre guide ITIL 4 pour découvrir comment vous pouvez créer des pratiques ITSM plus agiles et plus collaboratives.</p> </div> </div> <div class="component no-flex component--block text-center" > <div class="component component--link-button "> <a href="/fr/whitepapers/itil4" data-event="clicked" data-uuid="2aa44e7e-48" data-event-component="linkButton" data-event-container="linkButton" data-schema-version="1" data-label="Télécharger le guide ITIL 4" data-label-english="Get the ITIL 4 guide" class="component__link button button--one button--regular button--primary " > Télécharger le guide ITIL 4 </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:3b3db74c-857b-4287-8d42-8098ad5dcecf/agile-pattern-kanban-tutorial.svg?cdnVersion=2449');"></div> <div class="card-content"> <span class="eyebrows heading">Livre blanc </span> <h4 class="heading">Atlassian's guide to agile ways of working with ITIL 4</h4> <p>ITIL 4 is here—and it’s more agile than ever. 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