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SailPoint and Atlassian Jira Service Management

Authored by Adam Creaney, Senior Manager, Solutions Development

Core to comprehensive Identity Security is the timely and efficient modification of access when required. SailPoint provides direct provisioning capabilities to our customers’ most critical enterprise applications. Still, we also recognize that many tools require manual intervention within the modern Information Technology (IT) environment. The Atlassian Jira Service Management modules for SailPoint allow direct provisioning and IT service management to blend seamlessly, allowing organizations to apply the same secure governance controls to all line-of-business applications.

Identity Security

Today’s modern enterprise faces change on multiple fronts: anywhere operations., cloud in all its forms, digital transformation, IoT devices, and the list goes on. These changes have the power to elevate the business, but they come with unprecedented security challenges. Enterprise security starts and ends with identities, yet the ability to manage and secure identities in the modern environment has moved well beyond human capacity. Identities connect to upwards of billions of technology access points, all with varying access requirements that evolve as the needs of the business change. And each access point represents a potential security exposure if not properly managed and secured.

Figure 1 – “2022 Trends in Securing Digital Identities”, Identity Defined Security Alliance

At the core of Identity Security is seamless integration with your digital ecosystem, extending your ability to embed identity context across your environment and centrally control access to all data, applications, systems, and cloud infrastructure for all identity types. No matter how complex your business environment or where it operates — in the cloud, on-premises, or hybrid — a complete, core Identity Security solution meets you where you are. Always secure. Always compliant.

Operational Efficiency

SailPoint’s provisioning capabilities deliver the proper access, to the right resources, at the right time. This includes providing day-one access securely for new employees, adjusting access as that employee changes projects, teams, and functions, and most importantly – removing that access when it is no longer needed. Bottom line – employees maintain the access they need to be productive throughout their lifecycle without becoming overprivileged. The solution allows this provisioning to be based not only on an individual’s attributes – but also on role-based access control (RBAC) policies. All these provisioning activities are subject to secure governance controls that include approvals, monitoring, and auditing – regardless of how the request is fulfilled.

Providing employees with an intuitive self-service portal is the hallmark of an excellent IT service management (ITSM) tool. This helps teams streamline incoming tickets, whatever the source. Atlassian Jira Service Management not only allows fulfillment of SailPoint-initiated IT requests via the service desk but also enables organizations to define service level agreements (SLAs) on time-sensitive access requests. For critical changes, such as those required when an Identity should no longer have access to a privileged account or application, automated reminders can be configured to prevent SLA breaches. Also, escalation rules can be utilized to ensure further Identity-related requests are completed within a specific timeframe. Beyond just ticket closure, the self-service portal in Atlassian Jira Service Management provides users with a configurable knowledge base that can highlight best practices and processes for completing SailPoint-generated provisioning tickets.

Integration Capabilities

The Atlassian Jira Service Management module is available for both Jira Cloud and Jira Server. When a request is initiated within the SailPoint platform that requires provisioning to an IT source that does not support direct requests, the integration can:

  • Create provisioning tickets in Jira
  • Monitor tickets for completion
  • Retry mechanism for ticket creation failures
Figure 2 – Lifecycle of a Provisioning Request in Jira Service Management

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