From Challenge to Efficient Solutions

One of our clients relies on our advanced (C)IAM solutions to provide their employees and customers with safe and efficient access to their digital services. IdentIT is responsible for setting up, maintaining, and expanding this complex (C)IAM system. However, a while back, we noticed a significant issue: our infrastructure team was spending over 90% of their time solving problems that were not even caused by the (C)IAM system itself, leaving little to no room for innovation. Recognizing the impact on productivity and future growth, we proactively took steps to address these challenges and optimize the process.

The Challenge: False Positives and the Need for the Right Tools and Knowledge

We found that about 70% of reported issues were wrongly attributed to the (C)IAM system, leading to a flood of support tickets that overwhelmed our infrastructure team, consuming nearly all of their time and hindering the progress of important projects. Meanwhile, other teams were busy driving innovation, but the infrastructure team was stuck in problem-solving mode. The complexity of IAM as the “front door” to the client’s infrastructure meant issues were being misdiagnosed due to a lack of proper tools. We addressed this by first implementing the right tools to gain clear visibility and accurately correlate events, followed by training the operations teams to effectively identify and resolve problems.

Approach: Proactive Steps Towards Greater Efficiency

We therefore took the initiative to drastically improve this situation. Our approach consisted of three main components:

1. Optimized Logging and Monitoring: Additionally, we implemented enhanced logging and monitoring systems that not only tracked (C)IAM-related activities but also other critical backend systems. By connecting all log data, we were able to break down silos and provide an integrated view of the system. This enabled support teams to locate and resolve problems more quickly and with greater precision.
2. Training and Education: IdentIT developed and provided training for the client’s 1st- and 2nd-line support teams. The goal was to equip these teams with the knowledge and tools to more accurately identify problems and correctly route tickets to the appropriate departments. This ensured that common issues could be quickly recognized and directly passed on to the correct team.
3. Follow-up and Guidance: We also provided ongoing follow-up and guidance to ensure the successful implementation of our CIAM solution in the client’s applications. This hands-on support helped to address integration challenges and ensured that the solution was properly embedded within the client’s existing infrastructure.

Impactful Results

This approach quickly delivered noticeable results:

• Reduction in Time Spent on Problem Solving: Where the (C)IAM team previously spent up to 90% of their time solving issues, this has now been reduced to just 20%. This allowed the team to refocus on their core tasks.
• Fewer False Positives: The number of incorrect (C)IAM-related tickets dropped dramatically, leading to a more efficient workflow.
• Improved Efficiency and Innovation: With the freed-up time and resources, the (C)IAM team was once again able to focus on further developing the system, including implementing product upgrades and other improvements.

Future Steps

Although the current optimizations have already delivered significant benefits, we aim to further integrate the logging and monitoring systems. The ultimate goal is a fully integrated logging system that provides a holistic overview of all microservices. Additionally, we are exploring the implementation of AI-based monitoring to proactively detect issues, even in smaller applications.

Conclusion: More Time for Innovation

Thanks to these solutions, the system has not only become more efficient, but the team has also gained the space to focus on innovation, improvement, and upgrades. The time that was once lost in solving tickets has now been reclaimed, allowing us to move forward with the latest technologies and developments.