People, Processes, and Technology: Solving the Identity Management Crisis

November 22, 2016
People, Processes, and Technology: Solving the Identity Management Crisis

Guest post: Charles Barratt, Principal Business Solutions Architect, EMEA EUC Strategic Accounts at VMware

Continuing on the theme of identity management, Charles Barratt, Principal Business Solutions Architect, EMEA EUC Strategic Accounts at VMware discusses the three most important focus points when implementing a successful identity management system

Identity management is a critical component of your mobile computing journey as organisations look to a more flexible working environment for end user technology. To truly appreciate the opportunity available to businesses in modernising their approach to identity, organisations need to focus on three key factors – people, process, and technology:


Who will manage the service? Do you have the right skills to build it out?  Think about injecting a “Service Owner” into your support model to ensure an experienced subject matter expert is supporting the heart of your digital business.  Look to build out a virtual team or possibly a Centre of Excellence that comprises a number of domain specialists such as networking, mobile, desktop, applications, security, process reengineering and business liaison members. Think about the impact identity management will have on your business, the structure it needs to cascade down through and how you need to engage with stakeholders to ensure adoption.  If you get this bit right people will naturally be excited by the change and support you to make it happen.  Identity, by it’s all encompassing nature, will attract a different set of stakeholders and expect HR to be an advocate of such a shift due to the impact it will have on their hiring processes.


Don’t change processes for the sake of technology, instead thoroughly analyse the processes that are causing you issues currently and understand the impact of change. Look through the identity lifecycle of your organisation in the eyes of the end user to understand the delays that are happening when they join, move and leave.  Your best friend will become the service desk; work with them to understand the key identity challenges and the cost/length of time to solve problems. This will become a key metric in your business case to support the investment.


Ensure that your chosen technology vendor has a rich ecosystem of partners that integrate with, and are advocates of your vision.  In doing so, you will find your integration will be smoother and resources will be easier to access.  Your identity service should cut across desktop, mobile and ‘things’ from a single integrated platform.

The industries of the future understand the need to simplify the user identity model to be consumer simple if they are to offer competitive advantage to their customers and the business. Don’t just think of identity as being linked to a human worker, as we march forward into the world of digital personal assistants, IoT and bots all need an identity too. Anything that has the ability to generate data that drives knowledge needs to come from a trusted source and identity is the key to that.

There hasn’t been a more exciting time to be associated with the world of End User Computing, it’s fast paced, diverse and opportunity-rich. We’re at the tipping point, but there are still so many opportunities for change – we’ve only just scratched the surface.

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