University of Sydney – Virtual Instance Access (PAM)
Learn how TechBubble implemented a Virtual Instance Access solution for the University of Sydney by integrating ServiceNow with SailPoint IdentityIQ. The solution automated privileged access request management, streamlined approval workflows, and enabled secure provisioning of virtual instance access while improving governance and visibility across IAM and ITSM teams.
Virtual Instance Access (PAM)
The project involved implementing a ServiceNow-based Virtual Instance Access solution integrated with SailPoint IdentityIQ (IIQ). The platform automated privileged access request management, approval workflows, and request provisioning for virtual instances. By integrating identity governance with IT service management, the solution improved security, operational efficiency, and end-to-end visibility of privileged access requests.
Manual Privileged Access Management
Privileged access requests for virtual instances were managed through manual processes and disconnected systems, resulting in approval delays, limited visibility, and governance challenges across IAM and ITSM teams.
Manual Access Handling
Privileged access requests required manual coordination, increasing turnaround times and administrative effort.
Disconnected Approval Workflows
Approval processes operated across multiple systems, making request tracking difficult and slowing access provisioning.
Lack of Centralised Tracking
IAM and ITSM teams lacked a unified view of request status, approvals, and provisioning activities.
Governance and Audit Challenges
Manual processes limited visibility into privileged access activities, making governance, compliance, and audit reporting more difficult.
ServiceNow-Based Virtual Instance Access Portal
A centralised ServiceNow solution integrated with SailPoint IdentityIQ was implemented to automate privileged access requests for virtual instances. The platform streamlined request submission, approval workflows, provisioning, and status tracking through a unified interface. Automated integrations improved governance, strengthened security controls, and enhanced collaboration between IAM and ITSM teams while reducing operational overhead.
Discovery & alignment
Week 1-2Defined privileged access requirements, governance policies, and integration architecture.
Build & integrate
Weeks 3-7Developed ServiceNow workflows, integrated SailPoint IdentityIQ, and validated request automation. • ServiceNow • SailPoint IIQ • Workflow Automation • QA
Stabilise & enable
Weeks 8-10Completed production deployment, documentation, knowledge transfer, and hypercare support. • Hypercare • Documentation • Training • Handover
Technology
Platforms and technologies used to deliver secure privileged access management.
ServiceNow
Request management and workflow automation
SailPoint IdentityIQ
Identity governance and provisioning
Integration
API-based orchestration
Identity & Access
Privileged access management
Security
Governance and audit controls
Operations
Monitoring and ongoing support
“TechBubble delivered a secure, streamlined privileged access solution that significantly improved governance and operational efficiency. ”
Our Practice Areas
Deep Expertise Across 5 Platform
Practices
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ServiceNow
Cross-functional teams working across geographies, sharing knowledge and lifting each other up.
Salesforce
Comprehensive implementation across Sales, Service, Marketing, Commerce, Health & Education Cloud — plus Omnistudio and Vlocity.
Microsoft
Azure, Microsoft 365, Power Platform, and Dynamics — cloud migration, integration, automation, and enterprise governance.
SharePoint
SharePoint Online, Server & Power Platform integrations — collaboration, document management, and workflow automation.
Custom & AI Apps
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