🎫 ITSM Integration
Seamless connection between identity governance and IT service management platforms ensuring consistent service delivery and compliance.
Overview
Modern enterprises often rely on IT Service Management (ITSM) platforms (e.g., ServiceNow, Jira) to handle incident tickets, change requests, and service catalogs. Lumos integrates with ITSM solutions to automate ticket creation for access requests, update statuses in real time, and align provisioning with your organization’s existing service management processes. This pattern aligns identity governance with existing IT service delivery processes, ensuring consistent tracking and management of identity-related service requests.
Key Features
- Scenario: A manufacturing company needs to integrate employee access requests with their existing ServiceNow implementation.
- Outcome: Successfully unified identity management with IT service management, improving visibility and compliance tracking.
- Implementation: Bi-directional integration between Lumos and ServiceNow, synchronizing tickets, updates, and approvals while maintaining consistent status tracking.
Real-World Example
- Scenario: A large enterprise uses Jira for all IT-related requests. When a user requests access to a high-sensitivity application, Lumos initiates a Jira ticket for the request, routes it to an approver group, and, upon approval, automatically provisions the account. The ServiceNow ticket is then marked resolved with details of the provisioning.
- Outcome: The company enforces a consistent process for access requests—ensuring that no user receives privileged access without proper approvals—and has a single record of truth in Jira for audit purposes.
Benefits
- Seamless Process Alignment: Use ITSM as the single interface for end users while Lumos handles the underlying identity lifecycle tasks.
- Enhanced Compliance: All requests, approvals, and provisioning actions are fully documented in the ITSM system, simplifying audits.
- Improved Visibility: Service desk agents can see exactly where a request stands and whether it has been fulfilled by Lumos.
Considerations
- ITSM Licensing: Ensure you have the appropriate licenses and modules to handle service request automation.
- Complexity of Workflows: Complex ITSM environments may require in-depth configuration or custom scripting for smooth integration.
- Performance & SLA: High-volume requests can strain ITSM platforms; plan for capacity and concurrency to maintain performance standards.
Updated 13 days ago