Identity tickets that open, route, and close themselves
Aquera ITSM Identity Operations connects your systems of record, HCM, recruiting, and non-employee SORs, to your ITSM and identity providers. SOR change events become tickets automatically, approved catalog requests become real access, and every action is logged in Unified Logging Analytics, no manual service desk work required.
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Tickets, access, and lifecycle, without the manual work
Removing the manual service desk tax
Every identity event in your ITSM carries a hidden manual cost: tickets typed by hand after someone notices an HR change, approvals waiting on swivel-chair provisioning, contractor end dates living in spreadsheets, and reference data drifting from HR reality.
ITSM Identity Operations Solution Brief
Ticket generation, access fulfillment, contractor lifecycle, org sync, and the full comparison, learn more now.
From SOR event to ticket, to access, to audit log
Aquera turns every system-of-record change into the right ITSM action, tickets generated, catalog requests fulfilled, contractors offboarded on time, and logs every step in Unified Logging Analytics.
Turn SOR events into ITSM tickets
HCM and recruiting change events create onboarding, offboarding, and role-change tickets using your own ticket templates, even before day one.
- Event-to-ticket. Joiner, mover, and leaver tickets from SOR change events.
- Your templates. Each event type maps to your ITSM template and field map.
- Early onboarding. Pre-day-one tickets from candidate recruiting events.
Turn catalog approvals into IDP access
When a service catalog request is approved, Aquera adds the user to the right groups, entitlements, and applications in Okta, Entra ID, or Active Directory, automatically.
- Approval-to-access. No admin provisioning step after approval.
- Group, entitlement, app. All three fulfillment types supported.
- Contractor lifecycle. Catalog-driven onboarding with persisted end dates.
Audit every action in one place
Unified Logging Analytics consolidates SOR change events, Aquera, ITSM, and IDP logs, with Log Insights dashboards and report-only mode to preview changes before they apply.
- Unified logging. SOR, ITSM, and IDP logs in one dashboard.
- Log Insights. Analyze integration results end to end.
- Report-only mode. Preview changes before implementation.
The same service desk, without the manual work between event and action
Event-Driven Tickets
JML tickets are generated directly from SOR change events using your own ticket templates, no one has to notice the HR event and type a ticket.
Approval-to-Access
Approved service catalog items are fulfilled in the IDP automatically, groups, entitlements, and applications assigned without a provisioning queue.
End-Date Enforcement
Contractor end dates are monitored continuously; extension tickets are raised as dates near and offboarding happens on time if not extended, no spreadsheets.
See ITSM Identity Operations in Action
A 30-minute working session mapped to your ITSM and identity stack, scoped to the systems you actually run.
From manual service desk to automated identity operations
Take the proof with you
Frequently asked questions
What is Aquera ITSM Identity Operations? +
Aquera ITSM Identity Operations connects an organization's systems of record, HCM, candidate recruiting, and non-employee SORs covering contingent workers and B2B partners, to its ITSM application and to identity providers such as Okta, Microsoft Entra ID, and Active Directory. SOR change events become ITSM tickets, and approved service catalog requests become real access, automatically.
Can Aquera create onboarding tickets before an employee's first day? +
Yes. Early onboarding ticket generation creates tickets from candidate recruiting system events, so IT work can start before day one.
What problem does it solve? +
It removes the manual service desk work behind identity events: JML tickets typed by hand, swivel-chair fulfillment, contractor end dates tracked in spreadsheets while access outlives the engagement, and ITSM org reference data drifting from HR reality.
What are the core capabilities? +
Four: JML ticket generation from SOR change events; access request fulfillment that turns approved service catalog items into IDP group, entitlement, and application assignments; contractor onboarding lifecycle management with end-date enforcement; and organizational reference data sync.
How does it work? +
It sits between the systems of record and the service desk: the systems of record decide who; Aquera runs the ITSM identity automations and unified logging; and the ITSM platform and identity providers receive the tickets, fulfilled catalog items, and access.
What is the manual service desk tax? +
The recurring manual work behind every identity event in an ITSM: JML tickets typed by hand, swivel-chair fulfillment, contractor end dates living in spreadsheets, and stale reference data drifting from HR reality. Aquera eliminates each of these by automating from the systems of record.
Which systems of record can drive it? +
HCM systems, candidate recruiting / applicant tracking systems, and non-employee systems of record covering contingent workers and B2B partners. Change events from these SORs trigger ticket generation and data sync.
Which ITSM platforms does it support? +
ServiceNow and other leading ITSM platforms. Aquera integrates with the ITSM application's tickets, service catalog items, organizational reference data, and user accounts; additional platforms are supported on request.
Which identity providers does it work with? +
Okta, Microsoft Entra ID, and Active Directory, among others. Aquera fulfills group, entitlement, and application access in the IDP and onboards or offboards contractor accounts there.
What is JML ticket generation? +
Automatic creation of onboarding, offboarding, and role-change tickets in the ITSM from HCM and candidate recruiting change events, using the customer's own ITSM ticket templates. Tickets can be generated early, before day one.
What is access request fulfillment? +
When a service catalog request for group or application access is approved in the ITSM, Aquera identifies the approved request and adds the user to the identified IDP group or application, no manual provisioning step.
How does it stop contractor access from lingering? +
With end-date enforcement: Aquera monitors contractor end dates continuously, raises extension tickets as dates near, and offboards contractors on time if the engagement is not extended. Left to spreadsheets, contractor accounts stay active an average of 47 days after termination (CISA).
Does it require coding? +
No. Configuration is point-and-click: per integration, you enable ticket management, organizational data sync, user lifecycle management, and access fulfillment, then complete attribute maps and schedules, no scripts.
What is Aquera Unified Logging Analytics? +
A single analytics layer that collects SOR change events, Aquera logs, ITSM logs, and IDP logs, with Log Insights dashboards, one place to audit every identity action across the integration.