IT staff in many enterprises rely on trouble ticketing systems to record IT service problems, dispatch technicians, and provide information needed to speed problem resolutions. Trouble tickets also act as a critical information source to assure that security service level agreements (SLAs) and regulatory compliance mandates are achieved.
The new Lieberman Software integration extends the power of the BMC Remedy ticketing system by enabling IT managers to:
Assure faster resolution of IT service issues by granting authorized staff fast, delegated privileged access to systems and applications through the familiar BMC Remedy interface;
Automatically grant IT staff privileged access only to the extent needed to resolve each IT service issue, and only if properly authorized through BMC Remedy;
View complete, authoritative documentation of each privileged password check out request including each requester and IP address, time stamps, and the reason for each request.
Lieberman Software’s Enterprise Random Password Manager (ERPM) and Random Password Manager (RPM) control access to privileged credentials, ensuring that only authorized staff can access sensitive systems, with an approved purpose, for a limited amount of time. All administrator password checkout/check-in transactions become part of the trouble ticket record, are audited and are available for review by IT management and auditors.
“In large enterprises, security management problems frequently arise that escalate trouble tickets and require human intervention to correct,” said Fred Johannessen, Senior Director at BMC Software . “The integrations between BMC Remedy and Lieberman Software’s privileged identity management products automate the alert process and minimize the time to repair, which are critical factors in regulatory compliance and security related service level agreements.”
The Lieberman Software – BMC Remedy Integration
ERPM and RPM are the first privileged identity management solutions capable of verifying trouble ticket information so that only users who provide valid ticket data can retrieve passwords allowing them to access sensitive systems. The Lieberman Software solutions do so by:
Verifying that the ticket exists
Confirming that the ticket number is for the requested system
Validating that the ticket is currently open
Authenticating that the user who opened the ticket has permission to log into the ERPM/RPM console
Once these criteria have been established, the trouble ticket is logged into ERPM/RPM. Only then is the privileged account password released to the requestor.
“Privileged identity management, when done properly, is part of a holistic approach to security and management,” said Philip Lieberman, president and CEO of Lieberman Software. “Our integration with BMC Remedy gives customers the confidence that privileged account usage will be recorded as part of the trouble ticket process, helping them with their continuous compliance security SLA requirements.”
Lieberman Software is a BMC Technology Alliance Partner and the BMC Remedy integration is available immediately in ERPM and RPM at no additional cost.
About Lieberman Software Corporation
Lieberman Software provides privileged identity management and security management solutions that secure the multi-platform enterprise. By automating time-intensive IT administration tasks, Lieberman Software increases control over the computing infrastructure, reduces security vulnerabilities, improves productivity, and helps ensure regulatory compliance. As Pioneers of Privileged Identity ManagementSM Lieberman Software developed the first software in the marketplace to address this need. The company is headquartered in Los Angeles, CA with a support office in Austin, TX. For more information, see www.liebsoft.com.