KuppingerCole Report
Leadership Brief
By Warwick Ashford

Recommendations for aligning ITSM with IAM/IGA

The versatility of modern IT Service Management systems (ITSM) is leading many organizations to configure these systems to deal with all employee service requests, including those related to IAM/IGA. But this is a risky strategy from a maintenance and compliance point of view. This Leadership Brief outlines the key reasons for aligning ITSM with IAM/IGA systems, and how this is best achieved.

1 Executive Summary

A single tool for all employee service requests is an attractive proposition to most medium to large organizations because of improved end user experi ...

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2 Analysis

There is certainly value in having a single portal that everyone in an organization can use for all service requests, but it needs to be done in a way ...

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3 Recommendations

Organizations should resist the temptation to build IAM/IGA functionality within ITSM systems. Just because it is ostensibly an easy and cost efficien ...

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