IAM Support, Maintenance and Operation
Your IAM System in the Best Hands
Every company has a unique IAM infrastructure. One thing they all have in common is that they are highly complex and critical to the business – with hundreds of dedicated interfaces for countless systems – and that operating them requires in-depth knowledge of the underlying processes, technologies and data.
As experts in operating complex IAM infrastructures, we provide support for your environment as part of our managed services. Our IAM support solutions will help your IT department in their day-to-day operations with 2nd and 3rd level support, software maintenance and the continuous development of your IAM solutions. We work closely with you and our technology partners to ensure optimal support at all times.
Thus, you will profit from standardized services that are optimally tailored to your requirements and based on established methods such as DevOps – and from a minimal number of incidents in an infrastructure with maximum resilience.
Your benefits at a glance:
- Services provided by specialized IAM experts
- Maximum standardization
- Fixed availability
- Professional troubleshooting
- Easing the burden on internal IT department and project team members
- Flexible billing model
Overview:
iC Consult Support & IAM Operations
Companies invest a great deal of their budget and resources into developing professional, performant Identity & Access Management environments – but they underestimate the importance of professional support and operation to the solution’s success. This results in dissatisfied users, high costs, dangerous security loopholes and expensive sales losses.
Watch the video for an initial overview of iC Consult’s Support & Operations division – and learn how you can profit from the knowledge of our experts.
Our service – your added value
Our professional service team is always available to quickly and reliably remedy your individual challenges: We will always keep a close eye on your optimization potential – for example, we might suggest proactive maintenance to improve the stability of your IAM solution.
And we will help you manage your data, for example, when synchronizing identification and personal data in your applications. Thus, your customers, partners and employees will always have access to the necessary data.
Remote Support
We provide remote, international support from Germany, the USA, Spain, Bulgaria, India and China.
Service Level: 8/5, 24/7
We offer a dedicated Service Delivery Manager and variable support models that are tailored to your needs.
Ticket-System
Our ticket system logs and classifies support requests and serves as a digital communication channel.
Support Hotline
Of course, you can also reach us via phone or email.
Transition Phase
At the beginning of our cooperation, we will run individual workshops to familiarize you with the service processes in order to ensure an optimal experience.
Application Integration Factory
We rely on standardized, repeatable processes for maximum agility, cost-efficiency and operational stability.
Service Monitoring
Thanks to our continuous, automated monitoring of all systems and interfaces, we can always promptly react.
Scalability
Whether internal users, external partners or customers – we will find the right solution for all identities and directories.
Professional Services
After successful implementation and integration, our experienced DevOps team will set the course for seamless operation.
Knowledge Management
Thanks to our many years of project experience and our excellently maintained knowledge base, we are always one step ahead of any threat.
Our IAM Support Services
Service Management
Service Management encompasses all the activities of a Service Manager – from communication to coordination to Quality Assurance. More specifically, the Service Management process includes the following:
- Communication and coordination with the client
- Management and scheduling of the service team
- Ensuring the service level
- Service reports
- Service meetings
- Escalation meetings
- Coordination & prioritization of incidents and problems
- Regular meetings
Incident Management
Incident Management focuses on possible errors and outages of your IT services. The Incident Management process creates an incident ticket in the ticket system for each case and logs the processing. The aim of this process is to reinstate the affected IT service as soon as possible – and, if necessary, provide a suitable workaround. In the event of priority 1 errors, the client is always informed via phone call. These services include individual support times and reaction times tailored to your requirements.
- Processing incident tickets
- Resolving errors within the IAM tool
- Providing the solution within the service level agreement
- Root Cause Analysis (RCA)
Problem Management
We investigate the cause of errors and develop a possible solution. The aim is to rectify the cause of problems, proactively avoid incidents and minimize their impact. In the process, we determine the root cause, log and document it and generate a change request to rectify it. If required, we can work with the manufacturer to rectify the problem and tackle the root cause rather than simply treating the symptoms.
Knowledge Management
We guarantee the high quality of our services through continuous training, the cross-team exchange of expertise from our numerous projects and the consistent maintenance of our knowledge base. Extensive documentation helps our service employees to quickly and easily familiarize themselves with your IT environment and react optimally in the event of errors.
- Documentation of the customer environment
- Documentation of known incidents
- Regular updating of the knowledge base
- Documentation of Best Practices
Change Management
Change Management encompasses the planning and implementation of change requests for your existing IAM solution components – with minimal impact on their productive operation. This service also includes the implementation, testing, documentation and approval of all changes.
We are also happy to support you at any time with:
- Releases
- Executing service requests
- Change processes according to requirements
- Consulting
- Project activities (e.g., upgrade support)
Tailored to your requirements:
Our service models
Our modular service
solutions can be customized to suit you.
We offer variable models for the availability of our services, which you can customize to suit your needs, e.g.:
| 8/5 | 12/5 | 24/7 |
| Monday – Friday 9 a.m. – 5 p.m. excluding holidays | Monday – Friday 6 a.m. – 6 p.m. including holidays | Around the clock |
In the event of an incident or change request, we will react within a predefined reaction time, e.g.:
| R1 (slow) | R2 (medium) | R3 (fast) | |
| Priority 1 | 4 hours | 2 hours | 1 hour |
| Priority 2 | 8 hours | 4 hours | 2 hours |
| Priority 3 | 32 hours | 24 hours | 12 hours |