A Different Way to IGA: Leveraging the ServiceNow Infrastructure

IAM is a long-established discipline, but shifting requirements—especially SaaS adoption, IaaS, multi-cloud and hybrid environments, and “as-a-service” Target Operating Models (TOMs)—are pushing organizations to modernize, particularly in Identity Governance and Administration (IGA). Traditional on-premises IGA solutions have grown feature-rich by converging identity provisioning, user lifecycle management, and access governance, but this evolution has also produced complex architectures that are difficult to deploy, customize, and adapt quickly. As a result, many on-prem IGA deployments are stalling against modern demands such as automation, standardized user experiences for requests and onboarding, configuration-over-coding customization, better entitlement management, and more efficient access reviews and certifications.

Modernization requires a broad ecosystem view because IAM is tightly coupled with target applications, infrastructure components like Active Directory, ITSM platforms, and GRC/IRM capabilities. ITSM has evolved into a strategic ESM layer with user-facing service portals and workflow automation, making integration with IGA non-optional—especially where manual fulfillment remains necessary for legacy systems. Four modernization approaches emerge: unified “Identity Clouds/Fabrics,” cloud-native point IDaaS services, lift-and-shift of legacy platforms into managed services, and delivering IGA capabilities on top of existing enterprise platforms such as ServiceNow.

Clear Skye illustrates the “IGA on ServiceNow” model: leveraging ServiceNow’s data model, workflows, portals, CMDB, and GRC/IRM modules can enable leaner deployments, consistent user experience, faster time-to-value, and reduced reliance on niche IGA specialists. Customer examples (Premise Health, Landis+Gyr, Blackhawk Network) emphasize standardization and automation of access certifications and reviews, improved compliance alignment, and reduced manual effort. The recommended modernization path is an eight-step program from requirements and fit-gap analysis through blueprinting, ecosystem alignment, tool and partner selection, and rollout.

• IAM has existed as a separate discipline for at least two decades.
• IGA combines identity provisioning, user lifecycle management, and access governance.
• Traditional on-premises IGA solutions are complex to deploy and configure due to architectures designed many years ago.
• IGA adoption of IDaaS has lagged behind Access Management IDaaS adoption.
• Common shortcomings in many IGA deployments include lack of automation and incomplete ITSM–IGA integration.
• Four major IAM modernization approaches are identified: Identity Clouds/Fabrics, cloud-native IDaaS by capability, lift-and-shift modernization, and leveraging platforms like ITSM to deliver IGA.
• ITSM has evolved into a strategic IT element and is increasingly positioned as ESM.
• Clear Skye provides an IGA solution built on top of the ServiceNow platform and requires ServiceNow to be in place.
• Premise Health is a HITRUST certified healthcare provider.
• Keeping a legacy IAM as a limited provisioning engine for legacy targets is described as a viable interim option, including use of SCIM connectors.

• “Doing IAM modernization right requires taking a broad perspective.”
• “Traditional on-premises IGA solutions have reached their useful limit.”
• “IAM does not exist on a green field.”
• “It is not about whether to integrate a modern IAM with ITSM, but on how.”
• “There is legacy – but there are multiple ways to deal with legacy, without hindering IAM modernization.”
• “The impact of legacy IT must not be underestimated, but it also must not be overstated.”
• “Deployment and operations must support as-a-service target operating models (TOM)”
• “Exposing a comprehensive set of APIs (Application Programming Interfaces) to digital services for consuming identity services is essential”
• “Time and investment spent for selecting tools always pays off, by mitigating risks of deciding for the wrong solution.”
• “Project success stays and falls with the right partner.”