3 reasons to combine ITSM with UIM

Why is User Identity Management important for ITSM

User Identity Management is not necessarily the most pressing priority for businesses when it comes to their IT Service Management. But there are three very good reasons for moving it up the list.

User Identity Management is:

  1. Good for the user
  2. Good for the IT team or department
  3. Good for the company

The User

Most employees need access to numerous apps just to do their everyday work. Once they have logged on to their computer/laptop/tablet or even smart phone, they will often need to spend time logging into these individual apps when they are needed. This will require different passwords and perhaps usernames for each.

Maybe your employee’s role changes, they get a promotion or start working in a new team with new requirements. They will need to ask and wait for new apps to be downloaded into their system and new access rights to be approved. All this takes time out of the employee’s day.

Installing a good user identity management tool, such as OneLogin, is a small step that can make a big difference. Each employee will have a single login point for all their apps. This means they have access to all the apps they need as soon as they log on to their desktop. If their role changes, the new apps can be added instantly at a touch of a button, including access rights, and will appear when the employee logs on next.

The IT Team

Security is a big hurdle for IT. Helping employees to stay connected to what they need, without have to spend time installing and changing access and passwords for multiple apps on a range of devices is time-consuming. Passwords being shared to enable faster access to apps is a real security concern. And if employees bring in their own laptops, how can the IT team ensure that the apps they are given access to are secure outside of the office? If an employee leaves the company suddenly, IT needs to remove access immediately.

Again, this is where User Identity Management can help. It can streamline the installation for new starters and add and remove apps from individual users at the touch of a button, whichever device the user works on. IT will not have to waste time providing new logins for new apps or recreating new passwords to replace those forgotten or shared.

The Company

For all these reasons, User Identity Management is good for the business as a whole. It makes the company more secure, more efficient and more effective.

Please let us know if you would like to learn more.

Connected ITSM – Personalised Service

Can your ITSM tool properly serve individuals and learn from each interaction?

Let’s take a minute to look at OneLogin and how it can unlock greater ITSM performance.

Personalised service is becoming the norm, whether you are an employee of a mid-to-large organisation or a customer seeking help with a product or service. At its best, most people won’t notice that their enquiry is being handled in a step-by-step process. They will simply feel well taken care of and, hopefully, receive the information or resolution they require.

The limitations of knowledge in ITSM

ITSM tools are only as good as the processes configured to take care of such customer enquiries. Typically, tools are limited to the knowledge of the person or people setting up the processes within the system. Service can quickly come apart when customer demand shifts or a new issue arises.

ITSM tools have long utilised knowledge bases to automate and adapt service. The team operating them typically uses knowledge data to help with new and existing customer issues. But the right knowledge can be hard to access and difficult to automate, preventing fast and efficient service from call handlers.

Delivering personalised, targeted knowledge with OneLogin

This is where an identity management solution – combining your service management tool with OneLogin, revolutionises the collection and delivery of accurate knowledge and improved service. But this is not just the management of user logins, it is the ability to match and assign Active Directory users to services and to then enable the creation of a more agile service structure where knowledge can be properly stored and accessed. Services are more personalised, knowledge is more targeted and the system is able to grow and adapt. This means the need to rethink tool processes and engage in time-consuming and expensive maintenance is removed. In addition, this has the benefit of increasing user adoption. Agents find the system easier to use and customers receive a better, more automated experience.

How can Revo help deliver this?

Revo helps organisations to deliver a more joined-up, collaborative and personalised service management capability. 4me – takes care of the service management; OneLogin – deals with user identity management; and Revo connects and integrates other applications for improved service performance. We call this joined-up approach Business Service Management, and we would love to demonstrate its capabilities. Please let us know if you would like to learn more.