Replacing a Legacy Access Platform Across an Identity Ecosystem Supporting Approximately 60 Million Requests
Client
Global Financial Institution
Industry
Banking & Financial Services
ServiceNow Capabilities
Access Management, Workflow Automation, Identity Integrations, Account Services, Testing, Governance, Production Readiness
The Challenge
A global financial institution needed to transition critical access-request capabilities from an internally developed legacy platform to ServiceNow. The existing environment supported access requests, automated provisioning and manual fulfillment, but no longer aligned with the organization’s strategic technology direction.
Moving away from the platform required the future-state solution to accommodate:
- Multiple account types
- Automated and manual fulfillment
- Regional access restrictions
- Disconnected applications
- Bulk requests
- API-submitted requests
- Multi-user access requests
- Multi-step fulfillment
- Enterprise identity integrations
- Production-readiness controls
The broader target environment encompassed approximately 60 million requests and 120,000 resources.
DTI’s Approach
DTI helped design, configure, test and prepare the ServiceNow solution required to support the future-state access-management architecture.
The team was responsible for work including:
- Rationalizing legacy access-request processes
- Redesigning account-service workflows
- Developing ServiceNow access-request workflows
- Supporting FID, MID, Unix, DB2, RSA, Sophia and gMSA use cases
- Designing bulk requests
- Supporting API-submitted requests
- Supporting multi-user requests
- Implementing manual and automated multi-step fulfillment
- Supporting China-specific restrictions and validation requirements
- Integrating ServiceNow with enterprise identity and security platforms
- Configuring resource and requestable-service registration processes
- Supporting SIT
- Supporting UAT
- Resolving defects
- Addressing Permit to Operate and production-readiness requirements
- Planning cutover
- Transferring knowledge to platform-support teams
Performance
During delivery, additional requirements emerged across the program, including:
- Multi-step fulfillment
- Secondary-domain support
- Local database accounts
- Bulk RSA un-assignment
- Disconnected-application onboarding
- Enhanced error handling
- Additional user-interface requirements
Program milestones demonstrate measurable execution against several major delivery objectives.
- 6 of 6 major identified DSS blockers resolved
- 20 percentage points ahead of milestone for RSA use-case development, reaching 70% against a milestone target of 50%
- 10 percentage points ahead of milestone for Access Management interface and workflow development, reaching 45% against a milestone target of 35%
- 75% planned Account Services use-case completion achieved
- 75% applicable production-readiness requirements completed or evidenced at the documented milestone
DTI Capabilities Demonstrated
- Business-process design
- ServiceNow configuration
- Systems integration
- Testing
- Governance
- Production readiness
- Stakeholder coordination
Value Found
The engagement established a scalable ServiceNow foundation for transitioning critical identity and access-request services away from a non-strategic legacy environment.
More importantly, it demonstrated how workflow modernization, identity architecture, regulatory controls and delivery governance can be brought together inside a single enterprise transformation.
IAM transformation requires a partner capable of working across both workflow and security ecosystems.
DTI brought together ServiceNow expertise and enterprise delivery disciplines to support a highly interconnected identity environment while navigating changing requirements, regulatory considerations and cross-platform dependencies.
At enterprise scale, access management is not just an identity problem or a ServiceNow problem. It is a systems-integration, workflow, security, governance and operational-readiness challenge.
Successful modernization requires all of those disciplines to move together.
