Sierra SystemsitSMF Development Days Presentation

March 4th, 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

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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 ManagementManagement 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 ManagementUser 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 ManagementUser 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 ChallengesFederated 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 ChallengesUnique 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 ChallengesHow much information is sufficient

What Information (Location, Organization, Email/Phone#, Staff Id)

Level of Detail, increases complexity– Location Information need to be “Desk”?– Organization need to be “Project”?

Privacy Considerations

IdM ChallengesExternal “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 ITSMAccess and Authentication

Establish “Digital” Identity – Authentication Establish “Permissions” – Authorization Establish “Capabilities” - Roles

IdM Support for ITSMService Desk

Consolidated User view to Service Desk User Entitlement User Role Status of Entitled Services Source of Support

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IdM Support for ITSMIncident 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 ITSMChange, 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 Specialistcolinjames@sierrasystems.com

Sierra Systems

(C): 613-769-1761 (T): 613-236-7888 x 275 (F): 613-236-9333

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website: www.SierraSystems.com