Change Management & IAM Operations

Customer: Application Agency

Challenge

An industry leader in application development struggled to align its IAM initiatives with the broader organization. While engineering teams built and maintained core identity services, there was no structure mechanism to engage business units, onboard new applications, or ensure end-user understanding. IAM services were underutilized, misunderstood, and often perceived as technical black boxes. Executives lacked visibility into program adoption, and engineers were overwhelmed fielding non-technical requests, communications, and stakeholder coordination.

Solution

Silika Solutions established a dedicated Change Management & IAM Operations function modeled on ITIL-aligned best practices, including Change Enablement, Service Transition, Business Relationship Management, and Knowledge Management. This team was responsible for operational delivery of IAM services - not just from a technical deployment perspective, but through structured engagement, onboarding, training, and communications which ensured organization adoption.

By centralizing these responsibilities, the team provided a consistent, scalable framework for launching identity capabilities, it coordinated UAT, maintained the IAM service catalog, supported stakeholder working groups, and acted as the business-facing interface for all IAM initiatives. This approach ensured that each identity service rollout was supported by the necessary process discipline, stakeholder alignment, and enablement planning while minimizing risk and maximizing value across the service lifecycle.

Outcome

The new Change Management & IAM Operations team became a foundational component of the IAM program, delivering measurable improvements in service rollout consistency, stakeholder satisfaction, and time-to-adoption. By relieving IAM engineers of business-side responsibilities, the team allowed technical staff to focus on architecture and security, while it owned communication, engagement, and onboarding.

Importantly, the structure introduced repeatable workflows for deploying IAM services - improving audit readiness, reinforcing governance practices, and elevating IAM’s role as a business-aligned capability. As the “Face of Identity”, the team shifted how IAM was perceived across the enterprise and established a model later adopted by other programs seeking to scale securely and systematically.