To strengthen compliance, reduce IT complexity, and support international growth, a leading hotel group based in Spain partnered with iC Consult to implement a centralized Identity and Access Management (IAM) platform. Built on One Identity Manager, the new solution streamlines access, automates lifecycle processes, and enhances user experience across regions, brands, and service centers—laying the foundation for secure and scalable digital operations.
Situation – Laying the Groundwork for a Unified Identity Strategy
As the hotel group expanded internationally and embraced digital guest services, it faced increasing challenges around user access, identity governance, and IT efficiency. Legacy systems were fragmented, user provisioning followed manual, ticket-based workflows, and helpdesk teams were overwhelmed by basic access requests like password resets.
Key drivers for transformation included:
- Decentralized identity data and lack of integration across regions
- Manual Joiner, Mover, Leaver (JML) processes and ticket-based access provisioning
High IT workload and growing helpdesk volumesTo address these issues, the company sought a centralized IAM solution—backed by a partner that could deliver both technical excellence and long-term operational support. iC Consult impressed with a clear roadmap built on One Identity Manager, tailored to the needs of a distributed, service-focused business.
Solution – New Identity Architecture: Unified, Centralized, and Scalable
To build a modern identity foundation, iC Consult began with a detailed analysis of the customer’s regional IAM processes and systems. The resulting solution was a highly available, centralized platform based on One Identity Manager – designed to unify identity governance across all regions, hotel locations, and service centers.
At the heart of the implementation was a central identity repository that consolidated user data from fragmented systems, enabling consistent access management and compliance-ready reporting across the enterprise. The new architecture significantly reduced operational complexity while improving visibility and control.
Lifecycle Automation and Seamless Integration
SAP HR integration enabled fully automated Joiner-Mover-Leaver (JML) processes, accelerating onboarding and offboarding while minimizing manual errors. Identity changes, such as role transitions or departures, were now handled event-driven and system-wide—enhancing both security and efficiency.
Passwords across Microsoft and SAP environments were unified, allowing staff to use a single login for their daily tools—including Outlook, Teams, and internal portals. This reduced login friction, increased productivity, and significantly lowered helpdesk ticket volumes related to credential issues.
Access to Microsoft 365 services was directly managed through the IAM platform, ensuring that licenses—especially for high-usage tools like Outlook—were correctly assigned and efficiently utilized. This not only improved service availability for employees but also supported IT cost optimization and license compliance.
BMC Helix ITSM Integration Instead of Standalone Self-Service
To preserve the familiar user experience while enhancing identity management capabilities, iC Consult opted not to introduce a separate IAM portal. Since employees were already using the existing Self-Service portal and BMC Helix ITSM (the cloud-based successor to Remedy), adding a new interface would have created unnecessary complexity. Instead, iC Consult developed a seamless integration between One Identity Manager and BMC Helix ITSM.
What started as a Proof of Concept evolved into a core service:
- Fully automated request handling through BMC Helix ITSM
- Coverage for more than a dozen request types, including user account creation, updates, deactivation, entitlement changes, application access, and password resets
- End users continue interacting with the familiar Self-Service interface, while the IAM engine now runs in the background—streamlined and upgraded
This integration bridged the gap between IT service management and identity governance, delivering automation without disrupting established user habits.
Result – Seamless Access, Scalable Growth, and Massive IT Savings
The new IAM platform has transformed identity management into a strategic asset. Manual ticket processing for identity-related tasks has been replaced by a fully automated workflow that integrates directly with BMC Helix ITSM.
Measured Impact:
- 1,600 automated requests per month—previously handled manually by HelpDesk
- 15 minutes saved per request = 400 hours per month freed from repetitive tasks
- HelpDesk workload significantly reduced, allowing IT staff to focus on higher-value services
- Faster and more consistent user access, with minimized error rates
- Compliance capabilities strengthened with auditable, centralized processes
Employees access their tools effortlessly, managers retain delegated control through BMC Helix ITSM workflows, and governance is seamlessly embedded into daily operations. With this foundation, the hotel group is ready to scale—securely, efficiently, and with the agility its international business demands.
