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.
By
wa@kuppingercole.com

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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4 Related Research

Leadership Compass: IDaaS Access Management - 79016
Leadership Compass: Identity as a Service (IDaaS) IGA - 80051
Leadership Compass: Identity Governance & Administration - 71135
Leadership Brief: How to set up your IAM organization - 72548
Leadership Brief: 10 Top Trends in IAM - 80335
Whitepaper: Why Modern Enterprise IAM Must Be Rearchitected: Build Your Case for Containerized IAM and IDaaS - 80044

Copyright

©2021 KuppingerCole Analysts AG all rights reserved. Reproduction and distribution of this publication in any form is forbidden unless prior written permission. All conclusions, recommendations and predictions in this document represent KuppingerCole´s initial view. Through gathering more information and performing deep analysis, positions presented in this document will be subject to refinements or even major changes. KuppingerCole disclaim all warranties as to the completeness, accuracy and/or adequacy of this information. Even if KuppingerCole research documents may discuss legal issues related to information security and technology, KuppingerCole do not provide any legal services or advice and its publications shall not be used as such. KuppingerCole shall have no liability for errors or inadequacies in the information contained in this document. Any opinion expressed may be subject to change without notice. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

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KuppingerCole, founded in 2004, is a global, independent analyst organization headquartered in Europe. We specialize in providing vendor-neutral advice, expertise, thought leadership, and practical relevance in Cybersecurity, Digital Identity & IAM (Identity and Access Management), Cloud Risk and Security, and Artificial Intelligence, as well as for all technologies fostering Digital Transformation. We support companies, corporate users, integrators and software manufacturers in meeting both tactical and strategic challenges and make better decisions for the success of their business. Maintaining a balance between immediate implementation and long-term viability is at the heart of our philosophy.

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