Coexistence
Keep your ITSM platform. Get more value from it.
ITSM platforms like ServiceNow are excellent at managing work across IT. But identity is not just work to manage. It needs to be carried out accurately, consistently, and at scale across systems, applications, approvals, and lifecycle events. That’s where Activate fits.
ITSM tooling helps to manage work.
Activate helps execute identity work across systems.
If identity is relatively simple and mostly workflow-based, an ITSM system alone may be enough. But when identity become a core operational layer that needs to run automatically and at scale, Activate adds the identity fabric to make that possible.
Built for organisations wanting to keep ITSM and improve identity delivery.
Many organisations do not want to replace their ITSM backbone. They want to keep it in place while improving how identity-driven services are delivered.
If identity is relatively simple and mostly workflow-based, an ITSM platform like ServiceNow on it’s own may be enough. But when identity becomes a core operational layer that needs to run automatically and at scale, Activate adds the specialist automation to make that possible.
How Activate works with ITSM platforms
Activate works alongside ITSM platforms to automate identity processes that are difficult or inefficient to manage through ticket-led workflows alone - like onboarding, offboarding, role changes, access requests, approvals, and fulfilment across connected systems.
In this practical coexistence model, the ITSM platform stays at the centre of service management while Activate handles identity execution behind the scenes. When work can be automated, Activate executes it. When manual action is still needed, that work can remain visible in the ITSM platform.
Activate is designed to facilitate each business platform to play to its strengths.
Disclaimer: ServiceNow, Microsoft and other third-party trademarks are the property of their respective owners. References to third-party platforms are for identification and compatibility purposes only and do not imply partnership, endorsement, or affiliation unless expressly stated.
Where the ROI comes from.
LOWER COST. LESS EFFORT. BETTER EXECUTION.
Activate reduces ticket volumes, lowers service desk workload, speeds up fulfilment, and improves consistency across lifecycle processes. This is especially valuable when a single identity change affects multiple systems, teams, approvals, and control points.
Many organisations choose to retain or expand Activate alongside ITSM platforms to lower cost of ownership, improve automation outcomes, and get more from their existing investment.
Where coexistence delivers value.
WHEN IDENTITY WORK IS COMPLEX. TYPICAL SCENARIOS INCLUDE:
Onboarding across directories, business applications, and shared resources; role changes that require updates, approvals, and follow-up actions; offboarding that must happen in the right order to reduce risk, and access requests that are too complex for static forms or manual ticket fulfilment alone.
These situations where workflow alone can create friction, and where identity-specific automation makes a measurable difference.
What each platform does best.
ACTIVATE IDENTITY AUTOMATION PLATFORM IS MOST SUITED TO:
Identity lifecycle orchestration
Access automation
Approval-driven fulfilment
Self-service identity services
ITSM PLATFORMS ARE SUITED TO:
ITSM and service workflows
Incidents and change
Operational visibility
Proven outcomes from the coexistence model
300,000
Automated provisioning requests annually
A large enterprise kept their ITSM platform as the main user portal while using Activate to automate approvals and provisioning behind the scenes across approximately 12,500 users.
107,000+
Automated provisioning requests annually
A large retail organisation retained Activate alongside its ITSM platform because complex provisioning and lifecycle automation could not be migrated cost-effectively.
52.3%
Reduction in required ITSM tickets
A large public sector organisation chose Activate over extending their ITSM automation because of lower cost of ownership, clearer delivery confidence, and faster results.
Keep ITSM for managing work. Use Activate for executing identity work.
See how a co-existence model can reduce manual effort, cut ticket volumes, and improve the ROI of your existing ITSM investment.
Frequently Asked Questions
Still have questions? Explore architecture, deployment models, configuration, automation and operational guidance at the Activate Knowledge Centre, or speak to one of our team.
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ITSM platforms add value when you need a broader operational workflow platform around the identity automation that Activate provides. Activate is purpose-built for identity automation. ITSM platforms add incident management, change processes and service visibility. For many organisations, the best outcome is not replacing one with the other, but using ITSM for managing work and Activate for executing identity work.
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In a co-existence model, Activate automates identity-driven services that are too complex, too manual, or too costly to handle through ticket-led workflows alone.
If customers are looking to replace their ITSM platform, Activate can also operate as a fully stand-alone system.
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No. ITSM platforms manage requests, workflows, and operational processes. Activate executes identity lifecycle and access outcomes across systems. There may be some overlap at the request layer, but the core value is different.
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An ITSM platform may be enough where identity is relatively simple and mostly workflow-based, and limited to straightforward requests, approvals, and manual fulfilment, ITSM can be sufficient.
When identity is a core operational layer involving multiple systems, approvals, entitlements, exceptions, and lifecycle dependencies, Activate adds the automation and control needed to operate at scale.
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Activate has it’s own powerful portal.
In Activate’s coexistence case studies, the ITSM platform is used as the main user portal while Activate manages approvals, notifications, and automated provisioning behind the scenes. -
The main outcomes are lower ticket volumes, less manual effort, faster fulfilment, and stronger lifecycle control. Customer examples in the source material show around 52.3% fewer ITSM tickets in one public sector use case, 107,000+ automated provisioning requests annually in one retail environment, and 300,000+ automated provisioning requests annually in one large enterprise environment.
Want to go deeper?
Activate Knowledge Centre explains the technical engine behind Activate’s Identity Automation Platform. Explore architecture, deployment models, configuration, automation and operational guidance.
