Are your end users prepared to use your newly implemented IDM solution?
The software is installed, configured, tested, and ready to move to your production environment but have you prepared the end users to use the solution successfully?
You purchased your selected IDM solution to solve business problems, but even if your solution is available, secure, and working as expected, is it a success?
There are additional items organizations should consider when implementing your IDM solution, including:
- Business Processes
Your business processes reflect your current state and your newly implemented IDM solution can result in business processes that are no longer needed due to automation. All documentation and procedures related to these business processes will require updating to reflect your future state accurately. Whether you are moving from one IDM solution to a new IDM solution, or from manual processes to a new IDM solution, the first step is to identify and document business processes that are impacted by the change (e.g., create a new user, modify existing user, terminate a user, access review/certification). Early identification will help ensure you have updated and effective processes are in place at the time of your go-live.
Additionally, a new IDM solution will potentially create new processes and requirements necessary to support the change such as reports that provide information that requires additional follow up.
Communication is another area in which an early start is beneficial. During many of our assessment and requirement projects, we often hear end users express frustration at IT because they believe IT is just putting new technology out there and expecting them to know why the change happened, how they are supposed to use it, and why nobody bothered to ask for their opinion. Selecting communication methods that encourage feedback ensures your users feel valued and heard.
We often recommend that customers consider open forums, focus groups with a diverse group of end users, interviews, etc. You could also consider an online survey to collect a baseline of your current state. A survey allows you to capture feedback from a large group of people in a short amount of time. This also helps you to understand the attitudes of your end users around the change. Often, they are excited because the existing process is a cause of a lot of aggravation. Understanding the end user and business desires, requirements, and positions gives you insight on how to frame your communication in a way that is appreciated.
Does the solution require training of your end users? Even with user-friendly systems, the answer is always yes.
Each user is different, with some needing hand-holding while others are happy to figure it out for themselves. Offering a variety of resources to your users will allow them to be successful in using the solution.
Be sure your communication plan includes sharing any training opportunities with your end users, so they feel supported and know where to go for help. Consider the timing of your training to ensure users have a chance to use the system shortly after any training. A single page on your intranet with training materials gives users one place to go and you can include step-by-step user guides, quick training guides, training videos, recorded online training, and any other useful materials that can aid the end user’s familiarity with the new system.
Be sure to let your end users know that you care about the result and encourage feedback on training resources and update them as necessary.
By this point, you’ve communicated with your end users, they were provided training to help them be successful, business processes were updated, and your rollout feels like it was a success – but have you checked in with your end users?
If you conducted a survey, consider a follow-up once your users have had a chance to use the new solution and then compare it to your baseline.
If you used a focus group, bring them back together and find out what they like about the new solution, what they don’t want, or what’s missing.
Check in with your admin users (e.g., access management, help desk, information security) to collect their feedback as well. Are they using the system correctly and to their advantage? If not, identify any knowledge gaps that prevent them from working effectively. Now that they have had a chance to use the new and updated businesses processes, validate that nothing was missed and update accordingly.
This feedback is valuable in identifying successes as well as the areas that need improvement so that you may plan for how to address the issues and communicate those plans. By doing so, your users will know that you continue to support them in being successful.