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Ask any identity team to list the systems they worry about most, and the same names come up. The 30-year-old clinical platform that still runs the night shift. The custom-built tool a single engineer wrote in 2014 and never documented. The mainframe interface behind three layers of terminal emulation. The platform that arrived with last year’s acquisition and has
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First, let’s consider what a blind spot is. Any responsible executive that knows about their blind spot, no longer has a blind spot. So, keep an open mind here. Trust me, you have a blind spot. I have talked with IT execs at all levels. These folks are not just responsible for a secure organization,
Most orgs have less than 10 systems with complete identity lifecycle automation via their IGA. The rest get managed through tickets in their ITSM. I talked with one org recently that had over 200 applications! With 10 automated, that’s only 5% of their org automated. What’s going on? Why aren’t the other systems integrated? The
A recent survey done by One Identity showed that only 8% of companies have fully automated IAM processes. The result? Needless repetitive work being done by skilled people. When a manual business process can easily be automated, there is absolutely no justification to maintain the status quo. Most organizations that I talk with have SLAs
According to some recent research by our friends at One Identity, only 8% of companies have fully automated provisioning processes and 70% rely upon manual operations for joiner / mover / leaver events. Yet, despite many downstream manual processes, many organizations feel they’ve ticked the IGA checkbox. So, where’s the disconnect? Let’s start with critical
Success in the digital era requires the right blend of business, IT and soft skills. COVID-19 has escalated digital initiatives into digital imperatives, creating urgent pressure on HR leaders to work with their CEO, CFO and CIO to rethink skill needs as business models change. The biggest problem is finding people with the right skills. Every business
Most help desks or service desks have an IT Service Management (ITSM) tool that allow them to manage IT requests, incidents, problems, change requests and service level knowledge. When a new request is created, it is generally referred to as a “ticket”. Quickly handling these tickets directly impacts an organization’s costs and revenues, customer retention,
Customer Service BPOs (Business Processing Outsourcers) are companies that specialize in handling customer queries that come in via email, chat, phone, social media, and other channels. Studies show that organizations who have strong customer service (can solve customer problems quickly) tend to have faithful customers. Because BPOs serve many organizations at the same time, and
It’s 10am on a sunny spring morning and Manhattan is buzzing with crowded sidewalks and yellow cabs flying by at light speed. Fresh from LaGuardia and having enjoyed the brisk morning walk, I open the giant glass door and enter a mega-lobby of fine marble; I’ve arrived. A quick sign-in process, a bag scan, and