{"id":38618,"date":"2023-12-27T11:43:55","date_gmt":"2023-12-27T10:43:55","guid":{"rendered":"https:\/\/www.wallix.com\/?p=38618"},"modified":"2025-11-19T16:39:37","modified_gmt":"2025-11-19T15:39:37","slug":"integration-pam-itsm-quelles-bonnes-pratiques-doivent-etre-appliquees","status":"publish","type":"post","link":"https:\/\/www.wallix.com\/fr\/blogpost\/integration-pam-itsm-quelles-bonnes-pratiques-doivent-etre-appliquees\/","title":{"rendered":"Int\u00e9gration PAM-ITSM : quelles bonnes pratiques doivent \u00eatre appliqu\u00e9es\u2009?"},"content":{"rendered":"<div id='full_slider_1'  class='avia-fullwidth-slider main_color avia-shadow   avia-builder-el-0  el_before_av_two_third  avia-builder-el-first   container_wrap fullsize'  ><div  class='avia-slideshow av-lqnncq43-43d94bae47c759fd02d6b1fd69c853e1 avia-slideshow-entry_without_sidebar av_slideshow_full avia-slide-slider av-slideshow-ui av-control-default av-slideshow-manual av-loop-once av-loop-manual-endless av-default-height-applied   avia-slideshow-1' data-slideshow-options=\"{&quot;animation&quot;:&quot;slide&quot;,&quot;autoplay&quot;:false,&quot;loop_autoplay&quot;:&quot;once&quot;,&quot;interval&quot;:5,&quot;loop_manual&quot;:&quot;manual-endless&quot;,&quot;autoplay_stopper&quot;:false,&quot;noNavigation&quot;:false,&quot;bg_slider&quot;:false,&quot;keep_padding&quot;:false,&quot;hoverpause&quot;:false,&quot;show_slide_delay&quot;:0}\"  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 75%;'><li  class='avia-slideshow-slide av-lqnncq43-43d94bae47c759fd02d6b1fd69c853e1__0  av-single-slide slide-1 slide-odd'><div data-rel='slideshow-1' class='avia-slide-wrap '   ><img decoding=\"async\" fetchpriority=\"high\" class=\"wp-image-29984 avia-img-lazy-loading-not-29984\"  src=\"https:\/\/www.wallix.com\/wp-content\/uploads\/2023\/08\/hero-image-PAM-ITSM-Integration.jpg\" width=\"300\" height=\"225\" title='hero image PAM-ITSM Integration' alt='Integrate Privileged Access Management with ITSM solutions to streamline workflows, enhance security, and ensure efficient access management across your IT infrastructure'  itemprop=\"thumbnailUrl\"   \/><\/div><\/li><\/ul><\/div><\/div><div id='after_full_slider_1'  class='main_color av_default_container_wrap container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-38618'><div class='entry-content-wrapper clearfix'>\n<div class='flex_column_table av-av_two_third-00fc3ec3c423f92e1ff89ac858d00da1 sc-av_two_third av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-av_two_third-00fc3ec3c423f92e1ff89ac858d00da1\">\n#top .flex_column_table.av-equal-height-column-flextable.av-av_two_third-00fc3ec3c423f92e1ff89ac858d00da1{\nmargin-top:-600px;\nmargin-bottom:0;\n}\n.flex_column.av-av_two_third-00fc3ec3c423f92e1ff89ac858d00da1{\npadding:50px 50px 50px 50px;\nbackground-color:#ffffff;\n}\n\n@media only screen and (max-width: 479px){ \n#top .flex_column_table.av-equal-height-column-flextable.av-av_two_third-00fc3ec3c423f92e1ff89ac858d00da1{\nmargin-top:-200px;\nmargin-bottom:0;\n}\n}\n<\/style>\n<div  class='flex_column av-av_two_third-00fc3ec3c423f92e1ff89ac858d00da1 av_two_third  avia-builder-el-1  el_after_av_slideshow_full  el_before_av_one_third  avia-builder-el-first  first no_margin flex_column_table_cell av-equal-height-column av-align-top  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lqnnb5bj-f42138a8865d1a8d724a80c867ccde07\">\n#top .av-special-heading.av-lqnnb5bj-f42138a8865d1a8d724a80c867ccde07{\npadding-bottom:10px;\n}\nbody .av-special-heading.av-lqnnb5bj-f42138a8865d1a8d724a80c867ccde07 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-lqnnb5bj-f42138a8865d1a8d724a80c867ccde07 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-lqnnb5bj-f42138a8865d1a8d724a80c867ccde07 av-special-heading-h1 blockquote modern-quote  avia-builder-el-2  el_before_av_textblock  avia-builder-el-first '><h1 class='av-special-heading-tag '  itemprop=\"headline\"  >Int\u00e9gration PAM-ITSM : quelles bonnes pratiques doivent \u00eatre appliqu\u00e9es\u2009?<\/h1><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-lqnnet3b-f5773e5ca872bd755036c3def1a074b9 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p>Selon le cabinet Forrester, 80 % des br\u00e8ches de s\u00e9curit\u00e9 impliquent des informations d&rsquo;identification de comptes \u00e0 privil\u00e8ges compromis. Et cette compromission peut avoir un impact fort sur l\u2019activit\u00e9 d\u2019une entreprise. L\u2019int\u00e9gration d\u2019un syst\u00e8me de gestion des comptes \u00e0 privil\u00e8ges \u2013 PAM (Privileged Access Management) &#8211; \u00e0 une solution de gestion des services IT \u2013 ITSM (Information Technology Service Management) &#8211; permet de limiter les risques. Elle permet de retenir la notion d\u2019approbation pour \u00e9viter que des personnes (m\u00eame autoris\u00e9es) ne se connectent \u00e0 des machines sans raison. Elle permet \u00e9galement d\u2019assurer une tra\u00e7abilit\u00e9 de la gestion des interventions de bout en bout. Ces principes de <a href=\"https:\/\/www.wallix.com\/fr\/solutions\/solutions-par-cas-dusage\/zero-trust\/\" target=\"_blank\" rel=\"noopener\">zero trust<\/a> et de moindre privil\u00e8ge coupl\u00e9s au syst\u00e8me de gestion des incidents ITSM s\u00e9curisent fortement les actifs sensibles des entreprises en fermant la porte aux attaques et garantissent la conformit\u00e9 aux r\u00e9glementations en mati\u00e8re de cybers\u00e9curit\u00e9.<\/p>\n<h2><strong>Int\u00e9gration PAM et <\/strong><strong>outil <\/strong><strong>ITSM : Une gestion des incidents en mode Just in time (JIT)<\/strong><\/h2>\n<p>La <a href=\"https:\/\/www.wallix.com\/fr\/produits\/gestion-des-acces-a-privileges\/\" target=\"_blank\" rel=\"noopener\">gestion des acc\u00e8s \u00e0 privil\u00e8ges<\/a> ou Privileged Access Management (PAM) est un sous-ensemble de l&rsquo;IAM (Identity Access Management) qui se concentre exclusivement sur la protection des comptes et des acc\u00e8s \u00e0 privil\u00e8ges. Elle s\u2019inscrit dans la strat\u00e9gie de cybers\u00e9curit\u00e9 globale visant \u00e0 contr\u00f4ler, surveiller, s\u00e9curiser et auditer tous les comptes \u00e0 privil\u00e8ges dans l&rsquo;environnement informatique ou industriel d&rsquo;une entreprise. Elle permet de suivre pr\u00e9cis\u00e9ment qui acc\u00e8de aux ressources, \u00e0 quel moment et de contr\u00f4ler ensuite les niveaux de privil\u00e8ges de ses utilisateurs. Trois processus essentiels concourent \u00e0 cette fin : l&rsquo;identification, l&rsquo;authentification et l&rsquo;autorisation.<\/p>\n<p>Les outils de gestion de Services IT (ITSM) sont des suites de solutions qui int\u00e8grent des syst\u00e8mes de gestion de workflows assurant le traitement des incidents, des demandes de service et\/ou des changements de configurations. Cette suite d&rsquo;outils comprend \u00e9galement une base de donn\u00e9es r\u00e9pertoriant et garantissant l&rsquo;ensemble des configurations d\u00e9ploy\u00e9es sur les assets de l\u2019entreprise \u2013 CMDB (Configuration Management DataBase).<\/p>\n<p>Ces deux solutions sont donc tr\u00e8s utiles ind\u00e9pendamment l\u2019une de l\u2019autre, mais c\u2019est leur \u00e9troite int\u00e9gration qui permet d\u2019\u00e9lever le niveau de s\u00e9curit\u00e9. Ainsi, leur int\u00e9gration permet de tracer les actions sur des machines en accordant l&rsquo;acc\u00e8s \u00e0 une cible directement via un ticket en mode <a href=\"https:\/\/www.wallix.com\/fr\/blogpost\/le-just-in-time-une-strategie-indispensable-pour-la-securite-des-acces\/\" target=\"_blank\" rel=\"noopener\">Just in Time<\/a>. Pour chaque intervention, un collaborateur doit justifier sa demande de connexion \u00e0 une cible pour obtenir une autorisation \u00e0 s\u2019y connecter pendant une p\u00e9riode d\u00e9finie. La s\u00e9curit\u00e9 des acc\u00e8s est par la m\u00eame renforc\u00e9e et trac\u00e9e de bout en bout.<\/p>\n<h2><strong>Int\u00e9gration PAM et <\/strong><strong>outil <\/strong><strong>ITSM : une meilleure corr\u00e9lation des informations<\/strong><\/h2>\n<p>Si les solutions PAM coupl\u00e9e \u00e0 des solutions <a href=\"https:\/\/www.wallix.com\/fr\/produits\/idaas\/\" target=\"_blank\" rel=\"noopener\">IdaaS<\/a> permettent de g\u00e9rer les identit\u00e9s, les acc\u00e8s, et les mots de passe des comptes \u00e0 privil\u00e8ges, comment r\u00e9pertorier les acc\u00e8s aux cibles et le d\u00e9tail des interventions\u2009?<br \/>\nDans de nombreuses entreprises, on peut constater l\u2019isolement des solutions d\u2019ITSM et PAM. D\u2019un c\u00f4t\u00e9, <strong>l\u2019outil<\/strong> ITSM constate l\u2019incident et r\u00e9pertorie les demandes d\u2019interventions ou les demandes de cr\u00e9ation de nouveaux services et, de l\u2019autre, la solution PAM se concentre sur les personnes identifi\u00e9es et autoris\u00e9es \u00e0 travailler sur ces demandes.<\/p>\n<p>Leur fonctionnement en silo, l\u2019absence d\u2019une int\u00e9gration ITSM\/PAM ne permet pas de valider, de justifier les interventions et complexifie l\u2019analyse apr\u00e8s incident, par manque de traces et de preuves.<\/p>\n<p>Toutes les requ\u00eates faites dans la solution PAM doivent donc \u00eatre li\u00e9es \u00e0 celles \u00e9galement enregistr\u00e9es et int\u00e9gr\u00e9es dans la solution ITSM. Gr\u00e2ce \u00e0 l&rsquo;interaction de ces deux solutions, toutes les demandes d&rsquo;actions sont ainsi d\u00e9clar\u00e9es et auditables \u00e0 partir de l\u2019ITSM. Cette politique permet d\u2019utiliser les capacit\u00e9s de la solution PAM, de type WALLIX PAM, \u00e0 tracer les \u00e9v\u00e9nements et \u00e0 autoriser les personnes qui vont ex\u00e9cuter l\u2019ordre d\u2019intervention, mais aussi les personnes qui ont autoris\u00e9 cette op\u00e9ration, ainsi que la motivation de cette derni\u00e8re.<\/p>\n<p>En cas d\u2019audit suite \u00e0 un incident, ou d\u2019<a href=\"https:\/\/www.wallix.com\/fr\/solutions\/audit-et-conformite\/\" target=\"_blank\" rel=\"noopener\">audit de conformit\u00e9<\/a>, il est alors possible de corr\u00e9ler les informations li\u00e9es \u00e0 l&rsquo;\u00e9v\u00e8nement et aux actions r\u00e9alis\u00e9es \u00e0 travers le num\u00e9ro de ticket enregistr\u00e9 dans l\u2019outil ITSM. Des auditeurs peuvent ainsi relier une session ex\u00e9cut\u00e9e et comprendre le bien-fond\u00e9 (ou non) de la demande initiale.<\/p>\n<p>Pour que cette politique soit efficace, il est donc recommand\u00e9 que le PAM et l\u2019ITSM disposent tous les deux d\u2019une liste synchronis\u00e9e d\u2019assets.<\/p>\n<h2><strong>Coh\u00e9rence entre ITSM, CMDB et PAM : une protection suppl\u00e9mentaire<\/strong><\/h2>\n<p>Cette parfaite synchronisation entre la base de donn\u00e9es de gestion de configuration &#8211; CMDB &#8211; du syst\u00e8me ITSM et la solution PAM d\u00e9ploy\u00e9e s\u2019av\u00e8re tr\u00e8s utile lors d\u2019une analyse apr\u00e8s incident pour s\u2019appuyer sur des traces et des preuves.<\/p>\n<p>Elle permet en effet d\u2019identifier plus facilement un acc\u00e8s frauduleux \u00e0 une cible, notamment lorsque les intervenants sont externalis\u00e9s. Les sessions \u00e0 distance doivent int\u00e9grer le m\u00eame niveau de contr\u00f4le, d&rsquo;approbation, de suivi et de surveillance que les sessions internes et la correspondance entre la CMDB et les cibles d\u00e9clar\u00e9es dans la solution PAM rajoute donc une protection suppl\u00e9mentaire. Grace au provisioning mis en place dans la solution PAM et li\u00e9 \u00e0 la CMDB, il est alors possible de v\u00e9rifier qu\u2019un utilisateur identifi\u00e9 et autoris\u00e9 essaie bien de se connecter \u00e0 la cible pr\u00e9cis\u00e9e dans le ticket qui a \u00e9t\u00e9 ouvert pr\u00e9c\u00e9demment dans l\u2019ITSM.<\/p>\n<p>Cette coh\u00e9rence entre CMDB, ITSM et PAM peut se faire en diff\u00e9rentes \u00e9tapes en fonction du niveau d\u2019int\u00e9gration que l\u2019entreprise souhaite mettre en place :<\/p>\n<ul>\n<li>Un premier niveau d\u2019int\u00e9gration peut se faire entre le syst\u00e8me de ticketing de l\u2019ITSM et le workflow d\u2019approbation de WALLIX PAM. L\u2019objectif est, dans ce cas, d&rsquo;\u00e9tablir le lien gr\u00e2ce \u00e0 un script d\u00e9di\u00e9 qui peut s\u2019adapter automatiquement aux diff\u00e9rents types de workflows cot\u00e9 ITSM. En effet, ceux-ci pouvant \u00eatre diff\u00e9rents s\u2019il s\u2019agit d\u2019une r\u00e9solution d\u2019incident ou d\u2019une cr\u00e9ation de service, les workflows d\u2019approbation cot\u00e9 PAM doivent tenir compte de cette diff\u00e9renciation. Selon leur configuration, les approbations peuvent \u00e9galement \u00eatre automatiques ou manuelles, avec des prises en charge d\u2019autorisations dynamiques.<\/li>\n<li>Il est \u00e9galement possible d\u2019\u00e9tablir un deuxi\u00e8me niveau d\u2019int\u00e9gration renforc\u00e9e entre la CMDB et le PAM au niveau des ressources avec des appels API depuis la solution de PAM. Dans ce cas, le provisioning du Bastion peut se faire en lien avec la CMDB. Ce niveau d\u2019int\u00e9gration permet d\u2019ajouter un niveau de protection suppl\u00e9mentaire, par exemple en v\u00e9rifiant que la personne qui demande une approbation renseigne bien, un ticket cot\u00e9 ITSM qui concerne la m\u00eame cible que celle \u00e0 laquelle il souhaite avoir acc\u00e8s \u00e0 travers le Bastion.<\/li>\n<\/ul>\n<p>Les solutions ITSM et PAM \u00e9tant, nous venons de le voir, hautement configurables par les entreprises, il est n\u00e9cessaire de construire un projet d\u2019int\u00e9gration en fonction des objectifs strat\u00e9giques de chaque organisation : une int\u00e9gration ITSM\/PAM standardis\u00e9e n\u2019existe pas en tant que telle.Chaque entreprise doit lister ses besoins en termes de priorit\u00e9, d\u00e9terminer ce qui est envisageable dans le cadre de sa politique de <strong>cybers\u00e9curit\u00e9<\/strong>, personnaliser ses param\u00e9trages d\u2019autorisations ou d\u2019interdictions, d\u00e9finir les automatisations souhait\u00e9es, adapter ses workflows d\u2019approbation ou de d\u00e9l\u00e9gation IT et m\u00e9tiers, et surtout ne pas n\u00e9gliger l\u2019exp\u00e9rience des utilisateurs.<\/p>\n<p>Chaque int\u00e9gration doit donc impliquer en amont, les \u00e9quipes g\u00e9rant l\u2019ITSM, celles g\u00e9rant la solution PAM et, souvent, l\u2019\u00e9quipe devops qui intervient sur les scripts.<\/p>\n<h2><strong>Int\u00e9grer vos solutions PAM et ITSM, une bonne pratique<\/strong><\/h2>\n<p>Le d\u00e9ploiement d\u2019une solution de <a href=\"https:\/\/www.wallix.com\/fr\/produits\/gestion-des-acces-a-privileges\/\" target=\"_blank\" rel=\"noopener\">gestion des acc\u00e8s \u00e0 privil\u00e8ges<\/a> (PAM) permet une surveillance robuste de ces acc\u00e8s \u00e0 privil\u00e8ges aux infrastructures informatiques critiques. Pour r\u00e9duire les temps d\u2019analyse et de recherche des \u00e9quipes IT et de s\u00e9curit\u00e9, une int\u00e9gration pertinente avec une solution ITSM peut faciliter la t\u00e2che en faisant le lien avec la gestion des incidents ou la demande de cr\u00e9ation de service. Il devient en effet possible de corr\u00e9ler les n\u00e9cessit\u00e9s d\u2019intervention avec les interventions elle-m\u00eame.<br \/>\nLa vision d\u2019une action est ainsi compl\u00e8te, de la demande initiale lors de la cr\u00e9ation du ticket dans l\u2019outil ITSM en passant par le workflow d\u2019approbation, jusqu\u2019au rapport de traitement des incidents et \u00e0 la trace vid\u00e9o fournis par la solution PAM : Un \u00e9l\u00e9ment clef en cas d\u2019audit et dans le cadre de la <a href=\"https:\/\/www.wallix.com\/fr\/blogpost\/pam-un-element-cle-dans-la-conformite-aux-directives-nis-nis2\/\" target=\"_blank\" rel=\"noopener\">conformit\u00e9 r\u00e9glementaire<\/a>.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-button-wrap av-av_button-e7bd3493009a07fe4e066fad555f8c2f-wrap avia-button-center  avia-builder-el-4  el_after_av_textblock  avia-builder-el-last '>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" 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Autoclose: 1 --><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":3,"featured_media":29984,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[1640,1788,1745],"tags":[],"class_list":["post-38618","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blogpost","category-gestion-des-acces-a-privileges-fr","category-idaas-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Int\u00e9gration PAM-ITSM : quelles bonnes pratiques doivent \u00eatre appliqu\u00e9es\u2009? - WALLIX<\/title>\n<meta name=\"description\" content=\"L\u2019int\u00e9gration d\u2019un syst\u00e8me de gestion des comptes \u00e0 privil\u00e8ges \u00e0 une solution de gestion des services IT permet de limiter les risques....\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.wallix.com\/fr\/blogpost\/integration-pam-itsm-quelles-bonnes-pratiques-doivent-etre-appliquees\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Int\u00e9gration PAM-ITSM : quelles bonnes pratiques doivent \u00eatre appliqu\u00e9es\u2009? 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