New Helpdesk and ITSM Workflow Capabilities Give Customers Greater Flexibility and Control Over Access Provisioning Across Their Environments
PORTLAND, Ore. – July 17, 2024 – ConductorOne, the leader in identity security and access governance, today announced new features to streamline access provisioning workflows across helpdesk and ITSM tools such as Jira and ServiceNow. The latest helpdesk provisioning feature allows businesses to automatically create and monitor provisioning tickets in their preferred ITSM tool for any access request submitted through ConductorOne. For businesses that prefer to continue submitting requests through their helpdesk, ConductorOne’s AI Copilot can read helpdesk tickets and automatically trigger approval workflows, provision access, and update ticket statuses in real time. The resulting productivity gains significantly reduce the burden on IT teams for access-related support tickets.
“Our platform is intentionally designed with the flexibility to support any complex access environment,” said Alex Bovee, co-founder and CEO of ConductorOne. “Every enterprise has its own unique blend of systems, users, policies, and procedures. Unlike legacy solutions that force customers to conform to their rigid processes, ConductorOne meets businesses where they are and adapts to each organization’s specific needs. Our latest helpdesk features exemplify this spirit of flexibility, allowing businesses to streamline access controls within their unique environments without sacrificing their preferred systems and workflows.”
According to Todd Thiemann, Senior Analyst at Enterprise Strategy Group, “Facing a constant need to improve team productivity while maintaining auditability and compliance, security and identity leaders are looking to automate as many manual tasks as possible. This approach allows their teams to avoid drudgery, so they can focus on the most impactful projects. Rather than imposing a new technology or process, the optimal approach is to use existing tools while automating manual tasks. Helpdesk automation enables security teams to be more responsive, improve security, and make better use of existing IT service management processes.”
Automatically Generate and Manage Helpdesk Tickets for Access Provisioning
For businesses that use ConductorOne for access requests but prefer to use their helpdesk for provisioning, the helpdesk provisioning feature is able to trigger the creation of a new helpdesk ticket once access has been approved through ConductorOne. The helpdesk ticket status is continually monitored by the platform. Once access has been provisioned and the ticket is closed, the associated access task is automatically updated in ConductorOne and all status changes are logged for streamlined auditing. Helpdesk provisioning is currently available for Jira Data Center, Jira Cloud, and ServiceNow.
“ConductorOne’s helpdesk provisioning gives us a new level of flexibility,” said Ray Mowatt, Director, IT at Suzy. “We can streamline access requests and approvals using ConductorOne and automatically trigger provisioning for systems we prefer to provision using our helpdesk. ConductorOne’s seamless coordination with our environment makes us more productive and secure.”
AI-Powered Copilot Automates Access Requests Through the Helpdesk
For customers who prefer to process all access-related requests through the helpdesk, Copilot can fully automate request approval routing and provisioning — a powerful capability for enterprises, especially those with a well-established culture of using support tickets for access requests. When a request is submitted through the ticketing system, Copilot reads the ticket, triggers the appropriate approval and provisioning workflows within ConductorOne, and updates the helpdesk ticket status. Additionally, a complete audit trail is logged in the platform. Copilot’s helpdesk functionality is currently available for Jira Cloud.
To learn more about ConductorOne’s latest helpdesk provisioning and automation capabilities, read our blog post or book a demo.
About ConductorOne
ConductorOne helps organizations secure their workforce identities through modern access controls and governance. Security and IT teams use ConductorOne to unify access visibility, move to just-in-time (JIT) access, remove inappropriate access, and automate access reviews. Modern enterprises like DigitalOcean, Ramp, Instacart, Panther, and DeepWatch trust ConductorOne to achieve zero standing privilege and ensure compliance. For more, visit www.conductorone.com.
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Media Contact:
Andrew Smith
Public Relations for ConductorOne
