As the head of our Client Services team at SailPoint, I’m tasked with not only understanding our customers’ business objectives and challenges, but also with helping those customers be successful in implementing our identity governance solutions. My goal is to build a base of satisfied customers, which includes helping them demonstrate impactful business results to their stakeholders. In this blog, I’ll be sharing how we help our customers become successful and achieve their goals, and how we can do the same for you.
When you start your identity governance journey, it’s important to build a good business case by determining what needs your organization has and how the program can help. But what do you do once the program is underway? While the implementation may be going well, solving some of the issues that prompted an identity governance solution to begin with, it’s important to promote the resulting successes to the organization at large.
Luckily, the process you took to create the initial business plan can also help you promote your program’s gains to your organization:
- Re-evaluate the needs assessment. Before you implemented an identity governance solution, you first had a problem to solve. Maybe it was as simple as automated self-service password resets, or to comply with a new regulation or gain further insight into who had access to what systems in your organization. Now that the program is well underway, it’s time to go back to the needs assessment and see how the organization is doing.
- How are you solving those original problems?
- Have any new ones cropped up? How are you addressing those?
- How are you quantifying the results you’ve seen? How has quality of life increased for those affected?
- Determine a new baseline. With your original business plan, you determined the baseline of operations: how long it took for a helpdesk ticket to be answered, how much it cost for daily operations and maintenance, or what your risk profile was. Now that improvements have been made, calculate the percentage increases in productivity or decreases in time to resolution between the two baselines. Figure out how much you’ve reduced risk or how much money you’ve saved the organization through reduced requests and increased productivity.
- Compare your current progress with the established goals. Every program must have a goal in mind based on the needs of the organization, the current standard for how things are done and how well those processes are working. One SailPoint IdentityNow customer was looking to reduce the cost of access certification. After implementation, they’ve reduced the time it takes to certify access by 2,000 hours a year – a huge savings in both time and money for employees. Have you surpassed your established goals (or are you well on your way to them)? What have you learned while implementing the program? Depending on how well the program is doing, it may be time to reevaluate goals based on the additional information you now have.
- Let the whole organization know. More than likely, your identity governance program affects the entire organization, from improving productivity to saving money. It’s imperative that those directly involved in the program know how well things are going (and receive recognition for it), as well as organization at large. For example, one of our customers recently did an internal presentation to their CISO and his direct reports showing a 20% reduction in invalid system access, an eye-opening statistic for any CISO.
You can also utilize newsletters and shared spaces like collaborative forums to share the good news with departmental reports tailored to their specific interests and needs with an eye towards future programs and projects. I spoke to one customer recently who sent out a newsletter showing cost savings of over $2 million in the first year of the program alone. These kinds of results should be shared across the organization to reinforce the program and pave the way for future projects. After all, it’s much easier to go back for additional funding when your Phase 1 program is broadly viewed as a success across the organization.
As you continue to implement the program, share the progress and improvements it has made on the daily lives of your co-workers. By promoting the successes of your identity governance program within your organization, you’re highlighting the efforts you’ve made to secure your organization against outside (and inside) threats. What successes have you been seeing with your identity governance program, and is your organization taking note?