Sierra Systems itSMF Development Days Presentation March 4 th, 2014 Colin James Assyst Implementation Specialist

Introduction  IT putting more focus on the Business Perspective  Companies putting more emphasis on Service Management  Identity Management becoming more important to support ITSM

Agenda  What is Identify Management (IdM)  Importance of Federation to IdM  IdM Challenges  How IdM Supports ITSM Page 3

What is Identity Management Identity Management (IdM) as a process focuses on granting authorised users the right to use a service, while preventing access to non-authorised users Identity management involves three areas:  The Management of identities  User Authentication  User Services

What is Identity Management Management of Identities Identity Management deals primarily with the people component of the IT environment  Identities represent “The user community” (internal and external)  Identity attributes (Location, Organization, Contact Details, Roles)

What is Identity Management User Authentication  Authentication: Verification that an entity is who/what it claims to be using a password.  Authorization: Managing authorization information that defines what operations an entity can perform in the context of a specific application.  Roles: Roles are groups of operations and/or other roles. Users are granted roles often related to a particular job or job function.

What is Identity Management User Services A system that delivers personalized, role- based, online, on-demand, multimedia (content), presence-based services to users and their devices.  Services provisioned continue to expand  IdM becoming more critical for accessing Services  Services requiring more Identity details

Importance of Federation to IdM Federation brings capabilities to IdM.  It permits the management of identity data within an enterprise  Data that may reside in multiple diverse sources such as network directories, application and management systems.  It also permits management of identities across domains  Facilitates integration between independent parties  Allows responsible groups to retain control of authoritative data sources

IdM Challenges  Federated Integration  Unique Identification of “Identity”  How much information is sufficient  External “Identities”

IdM Challenges Federated Integration  Linking Identities across multiple sources  Establishing “System of Record” (SOR)  SOR exist for entire community?  Complete end to end Identity life cycling  Timeliness of information updates

IdM Challenges Unique Identification of “Identity”  Linking Identities across multiple sources  Internal Keys (GUID) not useful with multiple sources  Name based identification not always static  Staff Id could have “Privacy” implications

IdM Challenges How much information is sufficient  What Information (Location, Organization, /Phone#, Staff Id)  Level of Detail, increases complexity –Location Information need to be “Desk”? –Organization need to be “Project”?  Privacy Considerations

IdM Challenges External “Identities”  Does “SOR” exist for external clients  Level of detail and timeliness of data  Needs to be flexible

IdM Support for ITSM  Access and Authentication  Service Desk  Incident and Problem Management  Change, Release and Configuration Management

IdM Support for ITSM Access and Authentication  Establish “Digital” Identity – Authentication  Establish “Permissions” – Authorization  Establish “Capabilities” - Roles

IdM Support for ITSM Service Desk Consolidated User view to Service Desk  User Entitlement  User Role  Status of Entitled Services  Source of Support Page 16

IdM Support for ITSM Incident and Problem Management  Identity Management information available to Support Technicians  Access to User Asset and Configuration Information  Ancillary information supports root cause analysis

IdM Support for ITSM Change, Release and Configuration Identity Information is especially important in Change Management, Release Management and Configuration Management.  Change Authorizations  Change Notifications  User Provisioning  Standard Configuration Enforcement

Conclusion More focus on “IdM” required to support  IT “Business Perspective”  Companies “Service Management”  Federated “Client” Information  ITSM access to “Client” Information

Questions? Colin James | assyst Implementation Specialist Sierra Systems (C): (T): x 275 (F): Laurier Avenue West, Suite 800 Ottawa, Ontario, K1P 5Z9 Management Consulting | Project Implementation | Managed Services website: