Every event event by Hitachi ID Identity and Access Management Suite can trigger a notification to an external system, with specific connectors provided for major ticketing systems. These programs are designed to create, update or close tickets in any of over 20 types of help desk applications, including:

  • Axios Assyst.
  • Atlassian JIRA.
  • BMC/Remedy ARS (4, 5, 6, 7).
  • BMC/RemedyForce.
  • BMC Service Desk Express (7.0, 7.5, 9.x).
  • BMC Footprints.
  • CA Unicenter Help Desk.
  • Cherwell ITSM.
  • Clarify eFrontOffice (8, 12).
  • FrontRange HEAT (5, 6, 7, 8).
  • HP Service Desk.
  • HP Service Manager (any version).
  • MS System Center Service Manager Console
  • Numara Track-It!
  • ServiceNow.
  • ... and more

Similar integrations are available to databases, e-mail systems and more.

In many organizations, the same application is used for both "ticketing" and service requests from a service catalog. When identity or access related requests are submitted into an IT service management (ITSM) application, the ITSM system can submit a matching request to the Hitachi ID Identity and Access Management Suite web services API:

  1. Whether the service request system or Hitachi ID Identity Manager are responsible for request authorization is up to the customer.
  2. In any case, Identity Manager can enforce policies, such as risk scoring requests and evaluating segregation of duties (SoD) rules, as these are not features of service catalog applications.
  3. Organizations may choose to synchronize entitlement catalog data from Identity Manager to the service catalog, to ensure that all entitlements are visible and requestable.
  4. As each request progresses through the Identity Manager workflow, the matching request in the ITSM application will be automatically updated, for example to reflect approval status and task completion.

Where the service request / catalog system is delivered as SaaS -- as is the case for ServiceNow for example -- then if Identity Manager is likewise deployed in a SaaS model, integration is direct. Alternately, if Identity Manager is deployed on-premises, then the service request system's on-premises integration proxy server (the MID server for ServiceNow, for example) is used to connect to the Identity Manager API.

An additional integration is provided between Hitachi ID Privileged Access Manager and service catalog applications. Users requesting privileged access may be prompted to enter a ticket number, which is validated prior to granting that access. Ticket validation may check that the service request in question is open, assigned to the same user making the Privileged Access Manager request, mentions the PAM endpoint system in question, etc.

Some service catalog systems also have a closely related IT asset management system. In these cases, the relevant Hitachi ID Identity and Access Management Suite connector can download systems inventory data, which can drive automatic endpoint onboarding and offboarding processes in Hitachi ID Identity and Access Management Suite.