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Operational Support – Your IAM Operations in the Best Hands

IPG takes over the day-to-day operation of your IAM, PAM, or SSO applications. Whether as supplemental 2nd/3rd-level support or as comprehensive operational support—we ensure the availability, quality, and ongoing development of your solution.

60+

customers in the Operations Center

25+

years of IAM experience

ISO

9001 & 27001 Certified

Overview of Services

Service Desk / Operation Center

A central single point of contact for all IAM administrators. Available via hotline, email, and the ticket system (Jira). More than 60 customers rely on the IPG Operation Center.

Incident & Problem Management

Structured logging, classification, and resolution of incidents. Problem management for in-depth root cause analysis and prevention of recurrence in accordance with ITIL standards.

Change Management

A controlled and documented process for all changes to the IAM application. Clear approval workflows, risk assessment, and rollback planning in accordance with the ITIL Change Advisory Board.

Monitoring & Proactive Fault Detection

Continuous monitoring of system health. Proactive alerts for anomalies before issues arise. Optional Active Monitoring via Grafana (Advanced/Premium SLA).

Updates & Patch Management

Regular security and feature updates are planned, tested, and deployed. Proactive communication regarding security-related patches and a coordinated release process.

Documentation & Knowledge Base

Ongoing maintenance of technical and process-related documentation. Development of a structured knowledge database to preserve operational knowledge and accelerate incident resolution.

Service Manager

A dedicated Service Manager who serves as your personal point of contact. Regular scheduled meetings, ticket reviews, roadmap discussions, and monthly reporting. Your direct point of contact with IPG.

Life Cycle Management

Strategic support throughout the entire lifecycle of your IAM application: Address version planning, vendor communication, end-of-life scenarios, and replacement planning in a timely manner.

Adjustments & Further Development

Custom enhancements and minor adjustments are included in the flat rate for up to 4 hours of work. Larger initiatives are implemented as dedicated projects through IPG Project Delivery.

Service Level Agreements

Service
Getting Started
Basic

Recommended
Advanced
Maximum
Premium
Priority 1 Response:
 4 Hours
2 Hours
0,5 Hours
Priority 2 Response:
16 Hours
8 Hours
2 Hours
Priority 3 Response:
32 Hours
16 Hours
8 Hours
Availability:
5 x 8 Hours
5 x 12 Hours
5 x 16 Hours
7 x 24 Priority 1
-
-
Optional
7 x 24 Option
-
Optional
Optional
RfC Processing Time:
8 Weeks
4 Weeks
2 Weeks
JourFix:
monthly
every 2 weeks
every week
Health Check:
monthly
every 2 weeks
every week
Monitoring: 
Daily Check
Active (Grafana)
Active (Grafana)
Saturday Option:
-
-
Optional
.
2nd/3rd Level Support
All from Basic
All from Advanced
.
Incidents, Problems, Service Requests (up to 4 hours)
Active Monitoring Grafana
Maximum Allowances for Changes
.
Minor Changes up to 4 hours
Extended Change Quotas
Optional Saturday Care
.
Security Updates
.
.

Delivery Model – Project and Operations Working Together

Phase 1

Project

IPG develops and implements the solution in collaboration with the customer >>

Phase 2

Transition

Health Check, Onboarding,
Knowledge Transfer, Setup Monitoring >>

Phase 3

Operational Support

IPG operates and maintains the solution during normal operations >>​​​​​​​

Phase 4

Major Change

Implement larger initiatives through dedicated projects >>

Phase 5

Re-Integration

Smooth Transition Back to Normal Operations

Flat-Rate Services

All-inclusive – for one price

The flat-rate service gives you planning certainty: A fixed monthly fee covers all defined operational services. No surprises when it comes to billing.

Incidents, problems, and service requests, as well as minor changes requiring up to four hours of work, are fully included. The IPG Project Delivery Team is available for further development and projects.

Included Services

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