Gartner Research

Integrate IAM With ServiceNow or BMC for Streamlined Business Services

Published: 29 April 2016

ID: G00297005

Analyst(s): Lori Robinson


The integration of IAM tools with IT service support management tools such as ServiceNow and BMC Remedy allows IT organizations to streamline business services, improve security and empower end users. This assessment evaluates common integration scenarios and the benefits of an integrated solution.

Table Of Contents


  • Market Conditions: Why Integrate and Why Now?
    • The ServiceNow Factor
    • ITIL
    • Single Point of Contact
  • Better Together: Integration Options
    • IGA and ITSSM Intersections
    • ITSSM User Account Management
    • Service Catalog Management
    • ITSSM Incident Management
    • Service Request Management Integration Scenarios
    • Vendor Support for Integration
  • The Power Struggle: IAM vs. ITSSM
    • The Tiebreaker: Security and Risk Management
  • Futures
  • Strengths
  • Weaknesses


  • Think Integration, Not Domination
    • Employ an IGA Tool for Entitlement Management, Access Governance, Policy Management and Automated Fulfillment Activities
    • Utilize the ITSSM System for Service Ticket Management and Fulfillment Orchestration
  • Ensure a Consistent Navigational Experience
  • Select Integration Patterns That Are Specific to Your Environment

The Details

  • ITSSM Service Request Management and IGA Integration Scenarios
    • Service Request
    • Service Approval
    • Service Fulfillment

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