The glitzy and very convincing diagrams of IGA processes and architectures demonstrate what happens during the provisioning, deprovisioning, access request, and attestation stages using one key assumption… that everything will go according to plan. But what happens if something goes wrong? As an example: what happens if an access request process gets stuck because a dynamically calculated approver is on long-term leave or has left the organization? Ask IAM operations professionals, and they will tell you many stories of what went wrong and how tough it is to be in emergency mode fixing issues. IAM departments spend almost 80% of their time handling the results of something going wrong. So, it’s not about “if” something goes wrong, but “when”, and how to deal with it.
In the session, we will discuss practical steps to predict and handle situations when something doesn’t go according to plan. This is based on real-life examples from day-to-day IGA business. We will go over several use cases and show the cause, issue, resolution, and the prediction methodology for reducing the probability of it happening again. We will cover business, technological, and human factor aspects of handling possible standard process deviations and propose a model for predicting and mitigating such issues. This topic is important not just for IAM/IGA professionals, but also for COOs and CFOs because it impacts operational efficiency and cost.
