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This session will compare and contrast characteristics of Identity Access Governance built on traditional platforms, with those built on top of ServiceNOW, taken from an field perspective. Session will review implementation costs, common outcomes, and ultimately how to decide which is the most appropriate solution based on business needs.
This session will compare and contrast characteristics of Identity Access Governance built on traditional platforms, with those built on top of ServiceNOW, taken from an field perspective. Session will review implementation costs, common outcomes, and ultimately how to decide which is the most appropriate solution based on business needs.
Deliver about me. I've been in security space for about 20 years now. I've got 10 years and I did an access management and privilege access management. And most of that professional services, if you wanna reach out to me, feel free to on LinkedIn. Now when evaluating whether legacy IGA or IG on service, now there's a number of factors that need to be considered. The ones that I'm gonna be focusing on from an implementer's perspective are one cost, two solution considerations that I feel are important. And then also ultimately evaluating strengths and opportunities of both solutions.
So you can make the best decisions for your business. So what do I mean by cost? When it comes to cost from an implementer's perspective, it's a lot more than just a financial cost. So it should take into account the number of person hours required to implement the solution. How many consultants are involved and how many hours are paid for that? Also how many calendar days it takes for the project start to project completion until it goes into production, whether that be one month or two months or six months or a year or longer. And then of course the financial cost.
So the licensing costs and the professional services costs and lasted. There was some long term costs that have to be taken into, into consideration, such as operation management, maintenance, contract fees, the cost and time. It takes to train managers and end users, maintenance, license fees, any custom maintenance support fees. So with these cost considerations in mind, let's take a look at two examples from the field. So on the left hand side is an example of one implementation that had approximate 30,000 licenses. It took six months to go into production.
There are approximately six internal staff members required for the projects, four consultants, which at a rate of $200 an hour comes out to a little bit over 760,000. And with travel cost over project was over 850,000. The hardware took was about five systems and there were ongoing costs. As we previously mentioned, end user costs the cost of trend managers and end users on a new user interface, maintenance license fees, support operations management on the right, as an example of an implementation where the license count was about 6,000 users.
The times production was approximately two months, there was just one staff member required, two consultants, which at an average of about $200 an hour. And the, the project for implementation was less than a hundred thousand because this was a cloud based solution. There were no additional hardware required and both shared similar ongoing costs. But the case service now was smaller just because the interfaith, the users were already used to. And there was just an additional license fee for the IG on, on service.
Now from an influencer's perspective, there's some important questions that I consider and I would, I would suggest to consider when evaluating whether IGA on legacy platform or IGA on ServiceNow is the most appropriate solutions. So some of those questions are what are the common capabilities? And key differentiators is ServiceNow, strategic investment. Are you a legacy or cloud first organization? What are some of the project risk and pitfalls to be aware of? And what is the satisfaction rate of the solution? So first some common capabilities of both solutions.
So both solutions provide access requests, certifications, and provisioning and deprovisioning, but there are some key differences between legacy IGA with IgM ServiceNow. So legacy IGA has limited ServiceNow integration. Whereas IgM ServiceNow of course has a ServiceNow centric integration customization. There is however established support of legacy connectors due to the time that it's been in market and having taken on legacy connectors far, far sooner for IG on service.
Now there's a bit more limited support of legacy connectors on the, at the moment there's also established community support for legacy IGA. However, for IG on service, now there's a strong support of cloud connectors and a growing community support. One of the thing I wanna talk about is custom satisfaction. So one of the things that I found in my experience with working with a large number of like I say, J customers, is that the overall solution satisfaction rate was a lot lower than I really expected. It wanted to be. It's about 50 to 70% from the customer and management perspective.
The user experience, however, is a little bit over 50%. So there's a, there's quite a bit of opportunity there over improvement or IgM ServiceNow, the overall satisfaction rate because of a strategic investment that was made. And because of the already experience that the customers had, it's a lot higher in both cases, it's really over 90% from what I was able to gather. I also wanna talk a little about some IM program pitfalls. This is applicable to both scenarios, but certainly applicable to the legacy path.
So although there's quite a bit spoken on this, there's a block post by, I wanna speak about three of them. One is lack of executive sponsorship. This happens because the IM team is unable to articulate to executive management. The value of the IM program, secondly, is treating the IM as a project rather than a program. So after the IM project is implemented, it really requires an IM program manager to make sure to, to keep it going. And then lastly, this project slippage, and I wanna talk a little bit more about that in the case of legacy IGA project slippage ranges between five and 25%.
And it really is a factor of how big the project is for IGA on ServiceNow. These slippage is a lot smaller because the cost of professional service engagements is a lot smaller and the time to implement is a lot smaller. So it really ranges between about zero and 15%. And I wanna talk about some of the, some of the reasons for project risk and some, some of the reasons for project slippage. So first is bad estimates.
Estimates are often made in the presale cycle and they're often made with out of the band, excuse me, out of the box features rather than customizations that are often required for the customers. There's often missing requirements because requirements are found after the requirements phase is complete. Sometimes it's inadequate knowledge of the tool being implemented, the expectation for the tool to perform more than it's designed to perform. There's also some data quality issues due to inaccurate or missing or an available data.
And there's also sometimes mismatch tests in production environments, particularly in, in, in legacy IJ where the production environments don't match what the test environments are because they're either lockdown more or there's some substantial differences. And then finally, if the team is not fully dedicated to the project, all these factors can, can add project risk and can add project slippage. So to summarize, I wanna summarize what the strengths and opportunities are for both solutions. For legacy.
These strengths are really that there's an established legacy connector support and there's established community support. However, some of the opportunities and weaknesses are that there's much more limited ServiceNow integration. There's low overall satisfaction rate and there's higher project cost and risk for IG on ServiceNow. The strengths and opportunities are the following strength. There's a strong strategic ServiceNow integration and customization, and there's a cloud first based approach to IGA.
There's a higher overall satisfaction and there's a lower cost of professional service engagements and project risk. The opportunities here are really to grow the legacy connector support and to grow the customer base community. Thank you.
