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Case Study

Automating User Access Revocation for Enhanced IT Governance

Client Overview

A leading technology-driven enterprise with a global workforce needed a more efficient way to manage daily user access revocation requests. The existing manual process was dependent on IT operations to check multiple systems and ensure timely removal of user access—posing security, compliance, and workload challenges.

Challenges

  1. Manual Handling of Access Requests – The team received daily requests via ServiceNow, requiring manual tracking and actioning.
  2. Multi-System Dependencies – Access needed to be removed from three different applications (LIVE, FIND, and ServiceNow), demanding significant time and attention.
  3. Status Tracking Delays – After revoking access, the status updates in ServiceNow were not always promptly maintained, affecting reporting.
  4. Lack of Visibility & Metrics – No automated reporting or dashboards existed to track daily performance, SLA compliance, or audit trails.

Solutions: End-to-End RPA for User Access Revocation

To address the operational inefficiencies, RESOLVENT designed and deployed an RPA solution that automated the complete access revocation process with seamless integration across applications.

The bot performed the following tasks:

  1. Automated Request Retrieval – The bot securely logged into ServiceNow to retrieve a list of daily access revocation requests.
  2. Access Removal Across Systems – For each request, the bot logged into LIVE, FIND, and ServiceNow applications, removed user access individually and sequentially.
  3. Real-Time Status Updates – After successfully completing each revocation, the bot updated the request status in ServiceNow, ensuring transparency and traceability.
  4. Performance Reporting & Dashboard Creatio – At the end of each daily run, the bot generated a report summarizing all actions taken and created a dashboard to highlight completion rates, errors, and processing time.
  5. Automated Email Notification – The performance report and dashboard were automatically emailed to the Operations team, providing real-time insights.

Results & Impact

  • 80% Reduction in Manual Workload – Automation freed up IT staff from repetitive access revocation tasks.
  • 100% Compliance with SLA All requests were handled within defined time windows, reducing security risks.
  • 40% Decrease in Operational Cost Fewer resources were needed for daily access management activities.
  • Improved Visibility & Governance – Automated dashboards and reporting enabled better audit readiness and access control monitoring.
  • Seamless Communication – Daily email summaries kept the Operations team fully informed without additional effort.

Conclusion

Through the implementation of an intelligent RPA solution, the client was able to automate their access revocation process, strengthen IT governance, and achieve full compliance with internal security protocols. The integration across systems and daily performance monitoring empowered the operations team to focus on higher-value tasks—making this automation a key milestone in the client’s digital transformation journey.