Bringing Managed IAM Service in to a Healthcare Setting

A leading Medical Center Hospital reached out to Avancer to provide production support to its Oracle Identity Management platform. The support was sought in terms of business continuity and continued availability of error-free system. The engagement has been established and upgraded on numerous occasions, depending upon the solution sought.

The Client: Following accreditations validate the repute of the client, and hinting at the expectations related to managed services provider:

  • Ranked 1st in Chicago Metro Region and Illinois.
  • The client is ranked 8th in the nation, according to the U.S.
  • News & World Report (2016–17) Honor Roll of America’s Best Hospitals ranks the client in 13 out of 16 clinical specialties offered.

Problem Statement: The client reached out to Avancer for IAM Managed Services Support as System and Application administration services and enhancements were required to be conducted through trusted source, proper integration and delivery support. The client has been struggling with incident & problem management and resolution of automated systems. The IT department at the client’s end sought support in production application service maintenance and service level guarantees achievement.

To this effect, Avancer has been brought into the picture for the purpose support services for following technologies, tools and capabilities:

  • Oracle Identity Manager
  • Oracle BI Publisher (reporting engine for OIM)
  • Oracle Web logic environments & Connector Server
  • Deployed multiple People Soft modules as trusted and target systems
  • Multiple Active Directory domains management
  • Active Directory Password Synchronization Connector

Structure of Managed IAM Support offered by Avancer

Avancer extended an end-to-end management of the services delivery and a highly focused management resources against 24×7 work-related processes.

Avancer’s key responsibility was to create system that enable:

  • Management of communication between stakeholders and participants
  • Preparation and review of monthly reports related to logs, accesses and identities
  • Attend to Service-Level Agreements (SLA) based Governance of Identities and their Access

Avancer offered resource support to the client, including service level manager & technical resources. Service Manager is the escalation point for all IAM related glitches, monthly reporting and reporting issues with Avancer’s team. The client has to connect Avancer’s resources to a single point of contact for all IAM related issues.

Approach of Managed IAM Support offered by Avancer

Avancer followed a four-step approach to support ongoing delivery management at the client’s end:

Step 1: Focus on starting up with the client’s team through engagement and planning. Establish a communication and reporting plan to bring in transparency in processes and integrate existing governance processes.

Step 2: Parallel transition of systems and networks required for Avancer’s access. Enabling the team deputed from Avancer to collaborate with subject matter experts at client’s end and provide desired services to the client.

Step 3: Outline the scope to achieve a steady state of Managed IAM Operations. Managed Services offering is a Steady State of operation. During this phase, services outlined under Avancer’s responsibilities were broadly knowledge transfer to client’s resources and strategic management of IAM Setup. Below section describes the scope of IAM support proposed by Avancer to manage the IDM infrastructure for the healthcare client:

1. System Operations, Management, Administration and Maintenance Services includes systems administration, routine maintenance, and application Break-fix and Infrastructure Defect support.
2. Infrastructure administration support: These services are limited to the system software components with IAM Setup.
3. Break-fix and Defect support services: These services address production defects that prevent Application from functioning properly.
4. Infrastructure Defect Support: Defect support is defined as the effort that seems out of a failure of defect of an infrastructure component under the management of Avancer.
5. Recovery of environment in the event of hardware or software failure: This includes the restore and re-build of environment to a production status.
6. Provide Enhancement Service: These services provide minor enhancements to the applications running on the IAM systems.
7. Ramp up existing IT Infrastructure: Accelerating IT Security related capabilities by training the IT teams for a knowledge-driven and learning oriented setup.

Step 4: Review of Service Delivery based on a comprehensive assessment. In this step a set of activities and review of current versus estimated volumes occurs at a set time interval during the term of this engagement.

End Result of Avancer’s Experienced, Multidisciplinary Core Team

Avancer’s team deep technical skills and a broad range of collective experience provides a solid vision to client’s Identity management initiatives. Avancer’s experienced, multidisciplinary core team of consultants stationed at client’s end. The technical edge offered by Avancer’s resources continually assists client in guiding towards best practices. The client has been able to clear and demonstrable value in the services through multiple engagements with Avancer.

Discover more about strategic insights on Managed Services oriented towards Identity and Access Management. Reach out to our consultants.