IT service management and IAM brought under one roof

IT service management alone is complex in large companies. Added to this is the management of the different roles and access authorizations of the various users. As a rule, identity access management (IAM) systems are implemented for this purpose, also in the form of IDaaS (identity as a service) solutions. One such solution, described as "particularly innovative" by the KuppingerCole Report in September 2021, comes from the manufacturer Clear Skye. It is based on ServiceNow, another cloud-based platform that digitizes and standardizes workflows. ServiceNow is now established as a solution in more and more companies. As a result, Clear Skye's solution should be of particular interest to such users. John Milbourn, CEO of Clear Skye, and Marco Rohrer, Chairman of the Board of Directors of IPG Group, will explain more.

The Kuppinger-Cole report highlights Clear Skye's IDaaS solution as an innovative solution for ServiceNow users. What makes the solution so unique for enterprises?

JOHN MILBOURN: The more established an IT service management system is, the more difficult it is to implement a standalone IGA in an organization. The challenge is that the systems need to work together while being user-friendly. After all, with two separate systems for ITSM and IAM, end users must in practice "jump around" on a separate platform by linking between the different services (authorizations, HR, IT, EDP, etc.), or a complex integration of the two solutions must be undertaken. Clear Skye's IGA solution is a standalone ServiceNow module. As such, there is the distinct advantage of being able to access all types of IT services from one place through seamless integration. The user experience is greatly improved due to familiarity with the user interface. The entire service catalog thus has "One Face". However, this is not only beneficial for the end user, but also relevant for administration and operations.

What does this mean for the implementation of the solution?

JOHN MILBOURN: With our IDaaS solution, deployment is easier because only the IGA features need to be installed and configured, while the basic ServiceNow features already cover functions such as data stores and workflows. So, if ServiceNow is already in use, adding Clear Skye takes very little time and effort. There is no need to set up a standalone system, but you can buy directly from the ServiceNow store.

How can you imagine this in concrete terms?

JOHN MILBOURN: Deployment to the ServiceNow platform is straightforward and does not require the introduction of underlying technology such as databases or other components, as with traditional IGA projects. Clear Skye's IGA software transforms digital environments by aligning identity management with functions such as ITSM, CMBD, GRC and security operations in a centralized location. This makes integration with GRC/IRM as easy as can be.
MARCO ROHRER: Of course, individual user requirements can still be taken into account. During implementation, we work closely with Clear Skye and thus have full manufacturer support directly. This close and uncomplicated cooperation enables a smooth process and a professional result that is satisfactory for the customer.

This looks like a simple workflow. Nevertheless, companies want to have a professional on hand to advise them. What opportunities does the partnership between Clear Skye and IPG Group offer?
MARCO ROHRER: The IPG Group usually establishes the initial contact. Together with our manufacturer partner, we then develop an individual offer according to the customer's requirements. With our advisory service, we support the customer in an advisory capacity right from the start and also take on the entire project management as well as the technical consulting as a full service.

Once the solution has been implemented, the question of operational support arises. What options are there for customers here?
MARCO ROHRER: We generally recommend adapting the operation for Clear Skye to ServiceNow - if this is already in use. Individual vendor support for the IGA solution is covered by Clear Skye itself, which is like other solutions in the IAM environment. All other services such as 2nd level support and also consulting for further development are offered by IPG. Here, too, we work hand in hand and offer our customer the operating solution that suits them best, whether with a service contract with SLAs or on-call support.

Says John Milbourn, "With our IDaaS solution, deployment is simpler because only the IGA functions need to be installed and configured."

IPG Group

For more than 20 years, IPG Group has been a pioneer and expert in the field of identity and governance management. The company counts well-known customers from all industries as well as public administration organizations in Switzerland, Germany and Austria among the users of a comprehensive protection of user data as well as access and access rights. Since 2001, over 1000 projects have been completed.
> www.ipg-group.com

Clear Skye

Clear Skye is an Identity Governance & Administration (IGA) software company. It developed new enterprise identity, access and risk management software to simplify the complexities of identity management. Clear Skye IGA is based on ServiceNow's Now platform and solves problems of traditional IGA solutions by leveraging the existing platform.
> www.clearskye.com