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Sierra Systems itSMF Development Days Presentation March 4 th , 2014

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

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Sierra Systems itSMF Development Days Presentation March 4 th , 2014

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  1. Sierra SystemsitSMF Development Days PresentationMarch 4th, 2014 Colin James Assyst Implementation Specialist

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

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

  4. 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

  5. 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)

  6. 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.

  7. 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

  8. 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

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

  10. 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

  11. 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

  12. 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

  13. IdM ChallengesExternal “Identities” Does “SOR” exist for external clients Level of detail and timeliness of data Needs to be flexible

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

  15. IdM Support for ITSMAccess and Authentication Establish “Digital” Identity – Authentication Establish “Permissions” – Authorization Establish “Capabilities” - Roles

  16. IdM Support for ITSMService Desk Consolidated User view to Service Desk User Entitlement User Role Status of Entitled Services Source of Support

  17. IdMSupport 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

  18. 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

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

  20. Questions? • Colin James|assyst Implementation Specialist • colinjames@sierrasystems.com • Sierra Systems(C):613-769-1761(T): 613-236-7888 x 275(F): 613-236-9333220 Laurier Avenue West, Suite 800Ottawa, Ontario, K1P 5Z9Management Consulting | Project Implementation | Managed Serviceswebsite: www.SierraSystems.com

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