ITSM / AIOps·Technology

Automating Identity Governance on the Now Platform

Anonymized Client

Request fulfillment time reduced from 74 hours to under 5 minutes — through end-to-end automation of access requests, approvals, and Azure AD provisioning on ServiceNow.

74 hours → Under 5 minutes

Request Fulfillment Time

Eliminated for routine requests

Manual Processing

Full approval + provisioning evidence in platform

Audit Trail

The Challenge

What they were facing

A global enterprise was spending disproportionate service desk effort on routine access requests and password-related tasks. Users waited up to three days for routine access. Approval evidence was scattered across email threads, and work completion was delayed by manual IAM processing. Auditability was weak — there was no clean record of who approved what, or when provisioning actually occurred.

Our Solution

How we built it

XAAS Solutions built an end-to-end automated identity governance workflow. A guided catalog item was created that validates requests before submission. Flow Designer and IntegrationHub were used to automate the full approval, provisioning, and confirmation sequence. Azure AD integration was configured for real-time group membership management and fulfillment. Self-healing error handling was also designed: when provisioning fails, a routed task with precise failure details is automatically created.

Results

What changed

Request fulfillment time was reduced from 74 hours to under 5 minutes. Manual labor was dramatically reduced — service desk and IAM teams refocused on higher-value work. User satisfaction improved significantly with near-instant fulfillment. Audit trails became clean, structured, and easy to defend.

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