IT departments are increasingly overwhelmed with access requests, password resets, and identity management tasks. According to Gartner, over 40% of all help desk tickets are related to password resets, costing organizations an average of $70 per reset. With the rapid proliferation of SaaS applications in enterprises—averaging 110 apps per organization according to Okta’s Business at Work 2023 report—the strain on IT resources has reached critical levels.
This article examines how Avatier and SailPoint, two leading identity governance and administration (IGA) solutions, compare in their self-service capabilities to reduce IT burden, enhance user experience, and strengthen security posture.
The Growing Need for Self-Service Identity Management
The modern workforce demands immediate access to resources. With remote and hybrid work models becoming standard, employees expect seamless, on-demand access to applications and systems. Traditional IT request processes simply can’t keep pace:
- 65% of employees report that waiting for IT approval impacts their productivity
- Organizations with effective self-service identity management see up to 60% reduction in access-related help desk tickets
- Self-service identity solutions can reduce onboarding time by up to 80%
Let’s examine how Avatier and SailPoint address these challenges through their self-service capabilities.
Avatier’s Approach: Identity Anywhere with Unified Self-Service
Avatier’s Identity Anywhere Lifecycle Management platform takes a unique approach to self-service by unifying all identity management processes through an intuitive interface accessible from any device.
Key Self-Service Capabilities in Avatier
- Omnichannel Self-Service Access
Avatier differentiates itself with an omnichannel approach that allows users to manage their identity through multiple channels including:
- Microsoft Teams
- Slack
- Mobile apps (iOS and Android)
- Web portals
- Chatbots
This flexibility enables users to request access, reset passwords, and manage their identity from their preferred platform, significantly reducing friction and IT dependency.
- AI-Driven Identity Recommendations
Avatier leverages artificial intelligence to recommend appropriate access levels based on job roles, departments, and peer groups. This proactive approach helps users request the right access the first time, reducing back-and-forth with IT and minimizing security risks from excessive privileges.
- Simplified Group Management
Avatier’s Group Self-Service solution enables designated business owners to manage group memberships directly, without IT involvement. This delegation reduces IT workload while maintaining governance through automated approval workflows and attestation processes.
- Intuitive Password Management
Avatier’s self-service password management includes:
- Multi-factor authentication integration
- Password complexity enforcement
- Knowledge-based authentication
- Automated password expiration notifications
- Biometric authentication options
According to internal data, organizations implementing Avatier’s password self-service solution reduce password-related help desk tickets by up to 85% within the first three months.
- Container-Based Architecture
Avatier’s Identity-as-a-Container (IDaaC) approach provides unprecedented deployment flexibility and scalability, allowing organizations to implement self-service identity management anywhere—on-premises, in the cloud, or in hybrid environments.
SailPoint’s Approach: IdentityNow and Self-Service
SailPoint, a market leader in identity governance, offers self-service capabilities primarily through its IdentityNow cloud platform.
Key Self-Service Capabilities in SailPoint
- Access Request and Recommendation
SailPoint provides an access request catalog where users can search for and request access to applications and resources. The platform includes recommendation features that suggest relevant access based on similar users, though its AI capabilities are generally less integrated throughout the solution compared to Avatier.
- Password Management
SailPoint offers standard password management features including self-service reset, password synchronization across connected systems, and compliance with password policies. However, its deployment across multiple channels is more limited than Avatier’s omnichannel approach.
- Access Certification
SailPoint’s strength lies in its comprehensive access certification capabilities, allowing business managers to review and certify user access without IT involvement. This reduces certification campaigns’ burden on IT teams.
- Lifecycle Management
SailPoint provides automated workflows for joiner, mover, and leaver processes, though some customers report more complex configuration requirements compared to Avatier’s more straightforward implementation.
Comparative Analysis: Reducing IT Burden
When evaluating the effectiveness of self-service capabilities in reducing IT burden, several factors must be considered:
1. Implementation Time and Complexity
Avatier: Avatier’s container-based architecture enables rapid deployment with pre-configured connectors and workflows. Organizations can typically implement basic self-service capabilities within weeks.
SailPoint: SailPoint implementations often require more extensive professional services and configuration time, with typical deployments ranging from 3-6 months for full functionality.
2. User Experience and Adoption
Avatier: The omnichannel approach meets users where they already work, driving higher adoption rates. According to Avatier’s professional services team, customers report 30-40% higher user adoption rates compared to previous identity management solutions.
SailPoint: While SailPoint provides a comprehensive portal, the single-channel approach may limit user adoption, particularly in organizations with diverse workforces and technology ecosystems.
3. Integration Capabilities
Avatier: Offers over 500 pre-built application connectors for rapid integration, supporting both cloud and legacy systems with equal effectiveness.
SailPoint: Provides strong cloud application support but may require more custom development for legacy system integration, potentially increasing IT involvement.
4. Governance and Compliance
Avatier: Embeds Access Governance throughout the self-service process with automated policy enforcement, separation of duties checks, and continuous compliance monitoring.
SailPoint: Excels in governance with robust certification campaigns and compliance reporting, though some customers report that the depth of functionality can create complexity for end-users.
5. Total Cost of Ownership
Avatier: Generally offers a lower total cost of ownership due to faster implementation, higher user adoption, and reduced ongoing administration needs. Container-based architecture also reduces infrastructure costs.
SailPoint: May involve higher implementation and professional services costs, though its market position and comprehensive governance capabilities justify the investment for many large enterprises.
Real-World Impact on IT Burden Reduction
Organizations implementing effective self-service identity management solutions report significant improvements:
- 70-85% reduction in access-related help desk tickets
- 60-75% faster access provisioning times
- 40-60% reduction in IT hours spent on identity management tasks
- 30-50% improvement in employee satisfaction with IT services
- 25-40% reduction in access-related security incidents
Choosing the Right Solution for Your Organization
When deciding between Avatier and SailPoint for self-service identity management, consider these key factors:
Consider Avatier if:
- Your organization prioritizes rapid implementation and time-to-value
- You need flexible deployment options including on-premises, cloud, and hybrid
- Your workforce uses multiple communication channels (Teams, Slack, mobile)
- You want an intuitive experience that drives high user adoption
- Your environment includes diverse systems requiring extensive connectors
Consider SailPoint if:
- Your organization has complex governance requirements
- You prioritize depth of certification and compliance capabilities
- You have significant resources for implementation and maintenance
- Your identity strategy is primarily cloud-focused
- You have a dedicated identity team with specialized expertise
Strategic Recommendations for Implementation
Regardless of which solution you choose, follow these best practices to maximize IT burden reduction:
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Phase your implementation – Start with high-impact areas like password management before expanding to more complex access requests
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Invest in user education – Create short video tutorials and quick reference guides to drive adoption
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Leverage automation – Configure approval workflows that minimize human intervention for routine requests
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Integrate with existing tools – Ensure seamless connectivity with ITSM platforms, HR systems, and communication tools
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Measure and communicate value – Track key metrics before and after implementation to demonstrate ROI
Both Avatier and SailPoint offer powerful self-service capabilities that can dramatically reduce IT burden while enhancing security and compliance. Avatier distinguishes itself through its omnichannel approach, container-based architecture, and focus on user experience, making it particularly effective for organizations seeking rapid time-to-value and high adoption rates.
SailPoint remains a strong contender for organizations with complex governance requirements and dedicated identity teams that can leverage its comprehensive capabilities.
Ultimately, the right choice depends on your organization’s specific needs, resources, and strategic priorities. By implementing effective self-service identity management, you can transform your IT department from a reactive help desk to a strategic enabler of digital transformation.
For organizations looking to modernize their identity management approach while reducing IT burden, Avatier’s Identity Management Services provide comprehensive support from initial assessment through implementation and ongoing optimization, ensuring maximum return on your identity management investment.
