Learning to Dance Like an Elephant - Service Management 2019smconference.com.au › 2015 ›...
Transcript of Learning to Dance Like an Elephant - Service Management 2019smconference.com.au › 2015 ›...
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Learning to Dance Like an Elephant
A Case Study in Identity and Access Management at Tabcorp
Darren Lang Service Management Technology Manager
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Our Journey as a Case Study
Ø This is about our overall IDAM journey
Ø This is not about a single project or activity
Ø Let’s talk about: § Area’s of IDAM we implemented § Lesson’s we learned § How we broke up the work § Mindset to approach IDAM
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Who is Tabcorp
Ø Tabcorp manages leading customer brands in Australia, including TAB, Luxbet, Sky Racing, Sky Sports Radio, Tabcorp Gaming Solutions (TGS), and Keno, serving millions of customers every year
Ø Wagering and Gaming offerings are subject to laws and regulations within most States, as well as Federal laws
Ø Tabcorp Technology (IT) is also ISO9001 & ISO 27000 certified
Ø Net result can be DEATH BY AUDIT!!!
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Old Tabcorp Challenges - Users
Ø Challenges: § Long delays for some staff onboarding tasks § Many difficult and confusing request processes § Confusion around owners/approvers § A terrible overall on-boarding experience
Ø Causes: § Many unrelated processes § Lots of owners and stakeholders § Archaic and complicated paper forms
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Old Tabcorp Challenges - Security
Ø Challenges: § Access management risks, both known and unknown § User access was extremely difficult to audit § Inconsistent & manual user off-boarding § Inappropriate long term hoarding of access
Ø Causes: § Limited visibility of accesses in place § Many inconsistent authorization processes § Lack of data store for accesses and authorizations § Using a ‘same access as’ approach to access requests
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What is IDAM?
Access Management – is the process of granting authorized users the right to use a service, while preventing access to non-authorized users.
*ITIL Service Operations 2011 Edition, from Best Management Practice
Identity management is a term that refers broadly to the administration of individual identities within a system, such as a company, a network or even a country. In enterprise IT, identity management is about establishing and managing the roles and access privileges of individual network users.
“One identity per individual”
*Article: The ABC’s of Identity Management, by John K. Water
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Why IDAM at Tabcorp?
Ø Users objectives: § Automate on-boarding § Centralize a place to request access § Standardize our approach to access fulfillment § Put ‘help’ and ‘knowledge’ of processes and approvers
within reach § User friendly self-service approach
Ø Security objectives: § Consistent approach to user off-boarding § Central repository of known access per IDENTITY § Easily auditable data store of requests and approvals
for auditing
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Dancing Like an Elephant – Inspiration & Insight
Ø Don’t lose the forest for the trees. Look small but think big.
Ø Understand the value in the big picture, and rework the small pieces to maximize that value.
Ø Focus value on the people that matter; your customers.
Ø Not everyone needs to understand the big picture, provided people that do, set up the small pieces right.
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IDAM Areas of Focus
Ø Areas we have chosen IDAM to help Tabcorp § Birthright Provisioning (On-Boarding) § Identity Administration § User Access Requests § Access Certification/Audit § Termination and De-provisioning (Off-Boarding) Symbol Legend: SailPoint ServiceNow Semi-Automated Process
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Birthright Provisioning
Ø Integrate with HR DBoR for staff details & triggers for: § New starters § People leaving
Ø Automatically create unique staff Identities Ø Automatically provision basic accounts and objects
§ Active Directory (LAN) account, § HR Management account § Intranet Account § Exchange email-boxes § Share drive access
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User Access Requests
Ø Implemented self service requests for specific access areas § Using workflows to assign and complete authorization
and provisioning steps § Providing a central repository for storage of auditable
requests and authorizations Ø Provided transparent progress through self service
tickets or IT Service Desk (ITSD) query Ø Created a central point of contact for help and advice
(ITSD)
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Identity Administration
Ø Implemented ‘Correlation’ rules to link access to Identities using: § Attribute synching § Manual correlation processes
Ø Directly integrated with systems to record what user access people actually have (based on ‘Correlation’)
Ø Set up process triggers on changes in Identity or access
Ø Implemented the ability to synchronize passwords across live systems. (i.e. same sign-on)
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Ø Allow the creation of regular, automated certification activities to: § Regularly certify the continued authorization for
access via line managers § Flag unauthorized access § Pass de-provisioning activities to appropriate
processes for removal of access
Ø Allows the grouping of certification activities together by system to allow easier scheduling, reporting and management.
User Certification/Audit
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Ø Automated removal of unauthorized access: § Flagged by Certification/Audit § For individuals leaving the company
Ø Creation of Service Requests for manual removal of unauthorized access: § Flagged by Certification/Audit § For individuals leaving the company
Ø Provided a process for Emergency Cessation or Suspension of staff
Termination & De-provisioning
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Our Current System Landscape
Oracle HR
ServiceNow
AD AD AD
FTP
Indirect Apps & Hosts
Direct Apps & Hosts
SailPoint
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Our Current Stakeholders
Service Management Technology
Security
IT Service Desk
HR
IT Support Groups
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Overall achievements - summary
Ø Known, repeatable processes……that users can rely on!!! Ø Recordable and repeatable method for appropriate
authorization of access Ø Central repository of user access associated to Individuals Ø Ability to better quantify and manage risks around access
management Ø A better overall customer experience, driven by:
§ Better fulfillment times § More request transparency § Accessible help
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How have we delivered this?
Ø By remembering that IDAM is bigger than just one: § Group of people § Process § Tool or Technology Platform
Ø By selecting the right method of delivery § Projects § Internal initiatives (BAU Minor Enhancement) § BAU Requests
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How can YOU start with IDAM?
Assuming you don’t have a critical need already Ø Review your User and/or Security drivers
§ User experience issues § Productivity loss § Audit needs § Major security risks
Ø Pick a focused list of those drivers and assess ROI Ø Look at how existing tools and processes can be
enhanced to gain measurable wins Ø Develop a cadence of visible success Ø Consider a project vs. BAU approach
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Top Takeaways
Ø Identity and Access Management is about bringing together lots of pieces. Always keep the big picture in mind.
Ø Security and risk management are goals, but never forget the customer experience.
Ø If you make sure all teams are aligned to the same outcomes getting the big picture in place will be easier.
Ø Start small if you can. Show some success, then choose to expand carefully.
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Questions
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Final Thoughts
With planning, With perseverance,
Always keeping the big picture in mind, You too can learn to dance like an Elephant!!!