Most medium to large organizations have deployed both an IT service management (ITSM) platform, (which may include popular applications from ServiceNow, BMC/Remedy, Atlassian/JIRA and HP/Service Manager), and an identity and access management system (IAM), including applications such as Hitachi ID Identity Manager.

Both IAM and ITSM systems include request portals, which raises the question: which UI should be presented to users who wish to request new access to changes to their identity information?

ITSM software vendors and implementation consultants often promote one UI to request everything, including identity and access changes.

This seems like a good approach - what could possibly go wrong?

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