The client is a financial, investment and insurance company. They were facing issues in manual resolution of ServiceNow tickets related to access provisioning in UAM platforms. They wanted to enable bulk user access provisioning in an effective manner within agreed SLAs.
Infosys helped by automating the ticket resolution process with zero escalation.
Key Challenges
- Manual resolution of ServiceNow tickets resulting in redundant efforts
- Lack of automation to handle bulk user provisioning
- Tedious and error-prone processes to create performance metrics reports
The Solution
Access management made easy
- Identified 140+ different use cases for user access provisioning
- Automated end to end provisioning of tickets related to Active Directory (AD) and web-based applications using screen scraping techniques
- Provided a cross platform automation solution using PowerShell and macro scripts to handle security related operations
- Timely scheduled bots to manage the ServiceNow tickets with effective logging and error handling mechanism
- Recommended to implement RPA tool (UI Path) to handle complex use cases
Benefits
Automated solution for quick processing
25% reduction in tickets as a result of upgraded product suite
25-30% reduction in time to process a request owing to automation
Single interface to update user profiles across multiple applications
Improved compliance and business agility via new process set up
Reduced risks related to access management
