Application Operations for Secure IAM Operations

Requirement for Every Business

Preparation

Transition

Transfer of Business

The transition refers to the phase of moving from a project to operations—it marks the beginning of every application-operation relationship. IPG provides structured support throughout the transition: from operational documentation and knowledge transfer to setting up monitoring.

The transition phase takes place between acceptance and commissioning. In the project process, we define an “Early-Life Support” phase; in the operations process, we use an onboarding checklist. The handover is documented in a binding transition protocol.

60+

Customers at the Operation Center

25+

years of IAM experience

ISO

9001 & 27001 certified

Two Operating Models

_{Option 01}

Operational Support

Ongoing operation of your IAM applications by the IPG Operation Center - either as partial operation or as full application operation with a customizable SLA.

Flexible allocation of operational responsibility

Service Desk as a single point of contact (hotline, email, Jira)
Incident, problem, and change management (ITIL)
2nd/3rd level support
Monitoring & patch management
Service manager & monthly reporting
Selectable SLA: Basic, Advanced, or Premium
IAM application lifecycle management
Minor changes up to 4 hours included

Operational Support

_{Option 02}

Managed Services

Complete outsourcing of IAM operations to IPG—monthly, measurable, and customized, with Premium SLA as standard.

Full operational responsibility lies with IPG

Everything included in Operational Support
Premium SLA as standard
Minimum of 1 dedicated FTE
Active monitoring via Grafana included
Disaster recovery, including a fire drill every 2 years
Weekly Service Manager meeting
Co-managed option available (shared responsibilities with the customer team)
Optional Saturday support

Managed Services

Common Basic Services

Service Desk / Operation Center

Central single point of contact for over 60 customers. Available via hotline, email, and the Jira ticket system — 24/7 under the Premium SLA.

Incident & Problem Management

Structured logging, classification, and sustainable resolution of incidents in accordance with ITIL—including root cause analysis and measures to prevent recurrence.

Change Management

A controlled process for all changes: approval workflows, risk assessment, rollback planning, and documentation in accordance with ITIL.

Monitoring & Error Detection

Continuous system monitoring. Proactive alerts in case of anomalies. Active monitoring via Grafana included in the Advanced and Premium SLAs.

Service Manager

A dedicated service manager who serves as your personal point of contact for regular meetings, ticket reviews, roadmap coordination, and monthly reporting.

Life Cycle Management

Strategic support throughout the entire application lifecycle: Proactively address version planning, end-of-life scenarios, and replacement planning.

SLA Overview

Service

Basic

Advanced

Premium

Managed Services

Prio-1 Response

4h

2h

0,5h

Prio-2 Response

16h

8h

2h

Prio-3 Response

32h

16h

8h

Availability

5 x 8 h

5 x 12 h

8h

7 x 24 Priority 1

-

Optional

7 x 24 All Priorities

-

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

Active Monitoring (Grafana)

-

yes

yes

Dedicated team (at least 1 FTE)

-

yes

Disaster Recovery

-

yes

Saturday Care

Optional

Finding the Right Business Model

Whether it's Operational Support or Managed Services—we'll analyze your situation and recommend the best model for you. Contact us for a no-obligation consultation.

[email protected]

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