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ITSM is going well beyond ITIL and IT ticketing these days: It’s becoming the portal and workflow platform
Not that long ago, ITSM (IT Service Management) was what the name means: A technology used within IT to manage IT services and facing to the end user when it comes to IT requests. IT requests led to tickets as the tasks to be performed by workers in IT. And yes, there was and is ITIL (IT Infrastructure Library) describing common IT processes, there were and are Service Catalogs, and there were and are CMDBs (Configuration Management Databases).
However, this is changing. ITSM platforms are shifting from IT solutions to business solutions and becoming strategic tools for organizations, for service delivery (and thus service definition, service management, and so on) across a range of business functions. They have become a widely used interface for users to a wide range of services, and they support the workflows and process automation behind these interfaces.
With IAM providing interfaces and with workflows and processes being a vital part of every IAM, it is obvious that there is a logical link between IAM and ITSM (or the other way round).
Martin Kuppinger, Principal Analyst at KuppingerCole, in his talk will look at the journey of ITSM and where ITSM is heading. He will look at the overlaps and links between IAM and ITSM. And he will take a high-level perspective on where integration is expected to become deeper and where IAM capabilities might shift to ITSM, specifically in the context of IAM evolving from monolithic platforms to modern, microservice-based architectures that can well make use of existing ITSM services, microservices, and APIs.
This session will compare and contrast characteristics of Identity Access Governance built on traditional platforms, with those built on top of ServiceNOW, taken from an field perspective. Session will review implementation costs, common outcomes, and ultimately how to decide which is the most appropriate solution based on business needs.
Why have things like cell phones and automobiles become more advanced, intuitive and cost effective over time while managing Identity, particularly Identity Governance, has remained complex and expensive? The time and resources it takes to implement an identity project hinders the business and slows any hope of digital transformation. The frustration is real and ripping and replacing has not proved to be the answer. So what’s it going to take to truly get IGA right? In this thought-provoking session, Jackson Shaw, an experienced thought leader in IGA will discuss the need to rethink the core of identity and why it’s time for an IDENTITY REVOLUTION.
Central to the ability to identify, authenticate and authorise individuals and allow them access to resources is the validation of the requirements to ensure that someone is who they claim to be, possess the requisite academic or professional qualifications, work experience, skills and understanding their competency within any given skill. Ie. I may have a driving licence with allows me the right to drive but if subsequent to a test I have never had the opportunity my competency will be almost non-existent. And of course ensuring the binding of the identity throughout the lifecycle of an individual to the claimed identity from onboarding through operation and eventual retirement, along with the credentials I’ve just highlighted.
With all of the different IGA approaches available these days, have you ever wondered how global companies have success in centrally and seamlessly managing their mountains of requests while still maintaining critical workflows and compliance standards? Get the strategies you need to navigate and win from Todd Wiedman, Chief Information Security Officer, Landis+Gyr. Todd will be sharing insights and learnings from his successful implementation using the Clear Skye IGA solution natively running on the ServiceNow (NOW) Platform in this ‘not to be missed’ session.
As ITSM platforms evolve into strategic tools for service deliver across a range of busines functions, it is tempting for organizations to build in identity access management, governance, and administration functionality to provide a one-stop-shop for all employee requests and eliminate the cost of a separate IAM/IGA system.
Warwick Ashford, senior analyst at KuppingerCole will explain why this is a risky strategy and discuss the benefits of and some use cases for aligning ITSM with IAM/IGA systems instead.
