IAM Support, Maintenance and Operation
Your IAM System in Expert Hands
Every IAM infrastructure is unique – but all are business-critical, complex, and deeply integrated into systems and processes. That’s why our Managed IAM Support focuses on your operations: from maintenance and optimization to close collaboration with your IT and technology partners.
Built on proven methods like DevOps, our services are scalable, efficient, and designed to relieve your team – while keeping your IAM resilient and future-ready.
Key Benefits:
- Services provided by specialized IAM experts
- High degree of standardization
- Guaranteed availability
- Fast, professional issue resolution
- Reduced workload for internal IT and project teams
- Flexible billing models
Video Overview: IAM Support & Operations by iC Consult
Many organizations invest heavily in building professional IAM environments – but often overlook the critical role of expert support and operations. The result? Frustrated users, rising costs, security risks, and lost revenue.
Watch the video for a quick overview of how iC Consult ensures smooth, secure IAM operations – and see how your business can benefit from our proven expertise.
Structure & Process of Our IAM Support
Our IAM support is built on proven processes, international teams, and transparent service levels – ensuring your operations run smoothly at all times.
Remote Support
Our support is delivered remotely by international teams based in Germany, the US, Spain, Bulgaria, India, and China.
Service Levels: 8x5, 24x7
We offer flexible support models tailored to your needs – including a dedicated Service Delivery Manager.
Ticketing System
All support requests are logged and categorized via a centralized ticketing system that serves as the main communication channel.
Support Hotline
Our experts are also available via phone and email.
Onboarding Phase
At the start of our collaboration, we conduct practical onboarding workshops to familiarize your team with our service processes.
Application Integration Factory
Standardized, repeatable processes ensure agility, cost-efficiency, and operational stability.
Service Monitoring
Automated monitoring of systems and interfaces enables proactive, real-time response before issues escalate.
Scalability
We support all identity types – internal users, partners, customers – across any environment.
Professional Services
Once implementation is complete, our experienced DevOps team ensures a smooth operational handover and long-term maintainability of your IAM environment.
Knowledge Management
Leveraging our extensive project experience and a continuously updated knowledge base, we stay one step ahead of security threats and operational disruptions.
Operational IAM Support Services
Service Management
Clear responsibilities, coordinated processes, and adherence to all service-level targets – centrally managed by your dedicated Service Manager.
- Single point of contact
- Coordination of the support team
- SLA management
- Service and escalation meetings
- Prioritization and handling of incidents and problems
- Ongoing reporting via service reports
Problem Management
We identify and resolve the root causes of disruptions to proactively prevent incidents.
- Sustainable problem resolution
- Root cause analysis & documentation
- Creation of change requests
- Collaboration with vendors if required
Incident Management
Focused on fast service restoration. All disruptions are logged, prioritized, and resolved in line with your SLAs.
- Creation and processing of incident tickets
- Workarounds where needed
- Resolution within agreed SLAs
- Root cause analysis (RCA)
- Phone notification for critical incidents (Priority 1)
Knowledge Management
We ensure top service quality through active knowledge management and cross-project knowledge sharing. Best practices and proven solutions flow directly into your environment.
- Documentation of your environment
- Logging of known issues and best practices
- Continuous maintenance of the knowledge base
- Team-wide training and knowledge sharing
Change Management
Reliable planning and execution of changes to your IAM system – with minimal impact on operations. Every change is implemented, tested, documented, and approved.
We can also support you with:
- Releases
- Executing service requests
- Change processes on demand
- Consulting
- Project activities (e.g., upgrade support)
Flexible Service Models
Our service models can be precisely tailored to your availability needs. Examples include:
8x5
Monday–Friday
9:00 AM – 5:00 PM
Excluding holidays
12x5
Monday – Friday
6:00 AM – 6:00 PM
Including holidays
24x7
Around-the-clock coverage
In the event of an incident or change request, we respond within clearly defined timeframes. Examples:
.
Priority 1
Priority 2
Priority 3
R1 (slow)
4 hours
8 hours
32 hours
R2 (medium)
2 hours
4 hours
24 hours
R3 (fast)
1 hour
2 hours
12 hours
24x7 on-call support is always available as an option.
Looking for Reliable Support and Stable IAM Operations?
Get in touch – we gladly answer your questions and create a service model tailored to your needs.
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