Support and management
After introducing an IAM solution, it needs to be managed properly to ensure profit realization over time and that it meets future needs. Depending on the solution chosen and the customer's needs, small interactions from time to time might suffice or it may require full-scale operation of the solution. Our support and management services strengthen the company's IT department through solution- and product-specific expertise.
Technical Account Manager (TAM)
A Technical Account Manager is the company's professional sparring partner within IAM. A TAM ensures optimal utilization of the company's investment in the IAM solution and assists in the long-term planning of extensions and adaptations.
Technical Account Manager is a subscription service that includes:
- Information and recommendations related to product updates and new functionality that is relevant for the customer
- Quarterly status meetings for reviewing the current status and for planning ahead. More frequent meetings or regular meetings can be arranged if needed
- Prioritized access to ad hoc assistance in case of an emergency.
Cloudworks' support guarantees available IAM consultants for ad hoc assistance in the event of errors or minor changes. Our support team consists of qualified IAM consultants with relevant product experience, as well as a comprehensive understanding of the company's IAM solution and customizations provided by us.
The product support that a relevant product supplier usually provided is limited to product-related errors and doesn't take into consideration the totality of the solution such as integrations, information flow, and external sources. For that reason, our service works complementary to product support.
IAM support is a subscription service provided on the basis of Service Level Agreements.
The work with information security is a continuous process and should, therefore, be continuously adapted to the company’s development. This also applies to the IAM platform in conjunction with the roll-out of new functions and applications. Larger environments with a higher rate of change places demands on development and change processes.
Cloudworks IAM DevOps is a service framework where we combine product expertise with a flexible delivery model according to the “Lean” methodology. Continuous prioritization, focus on user experience and utility value, divisions into smaller projects ("sprinters"), and early testing characterizes the framework.
Cloudworks’ IAM DevOps team strengthens the customer’s existing management services and ensures predictable and cost-effective development with high quality.