IPG takes over the operation of your IAM, PAM, or SSO solution—from a structured handover at the end of the project through to ongoing, SLA-backed routine operations. Choose the model that best suits your organization: Operational Support or full Managed Services.
Application Operations – Secure and Seamless 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
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
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
0,5h
Prio-2 Response
16h
8h
2h
2h
Prio-3 Response
32h
16h
8h
8h
Availability
5 x 8 h
5 x 12 h
8h
8h
7 x 24 Priority 1
-
Optional
Optional
Optional
7 x 24 All Priorities
-
-
Optional
Optional
RfC Processing Time
8 weeks
4 weeks
2 weeks
2 weeks
JourFix
monthly
every 2 weeks
every week
every week
Health Check
monthly
every 2 weeks
every week
every week
Active Monitoring (Grafana)
-
yes
yes
yes
Dedicated team (at least 1 FTE)
-
-
-
yes
Disaster Recovery
-
-
-
yes
Saturday Care
Optional
Optional
Optional
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.
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