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Training and Support

In this video, you will learn about documentation and training.
We need to make sure that we factor in documentation and training of the system. And this is typically not a one-off process. So we want to document the system during the development, during the implementation. We want to make sure that at go live, there is a documentation training available to the different types of user. So we may need the IT staff to have access to documentation, to be trained in the system, in order for them to support the end users of our identity and access management system.
We may want the end users themselves to have appropriate access to training and guidance to make sure that, if there are self enrollment processes, or multifactor authentication processes, that they can appropriately undertake them. Also security documentation and training, how the system operates, what its security posture is, and also, how people like users, maintenance staff, security teams, can support the effective security of the solution moving forward? What are we measuring? How often are we measuring it? What control activity are we measuring? Then we move on to ongoing support. And the ongoing support is not just hardware and software. This is people’s go to place. The training and the awareness, as we’ve said, isn’t just a one-off.
Initially, we need a good communication campaign to explain the change. But ideally, we have formal security training on an annual basis in how end users, individual functions, work with our systems. Perhaps, and advisable, to make sure that we test our uses on the training so that we have some evidence that they have understood what is required of them. And again, we may want to approach this in a tiered fashion. A one size fits all training program is unlikely to be appropriate. Your sys admins will require different training to contact centres. So we need to make sure that the training is appropriately provisioned and appropriately repeated and refreshed.
So it’s well worth budgeting for this at the design stage, that there is an increase in ongoing cost. or a change in the ongoing cost, through this testing and training cycle. Ongoing support. We need to factor in a good understanding of what support requirements our identity and access management system will have. This will include, typically, on site support from our IT functions. But increasingly, we’ve talked about lots of different multivendor environments. So we’re talking about remote support, as well. So here, we are concerned with response times. Troubleshooting these multi-vendor environments can be really difficult. If we have lots of different vendors involved in an implementation for something like authentication, we could have an on-site technical team.
We could have Microsoft Azure platform. We could have third-party IDPs. We could have multiple agencies involved, all of whom we need to have a good response, a good set of service-level standards with an agreed service standard with, but also who can have an avenue to work together to resolve the problem. Where different elements of a service don’t work, it’s sometimes tricky to understand which part of that process isn’t functioning correctly. So we may need to bring these different vendors together to help resolve any problems we have.

In this video, you will learn about documentation and training.

Remember, this is not a once off process. Rather, it will be a living document and ongoing process to ensure that your business operates optimally. Documentation should cover:

  • users
  • maintenance and support
  • security

Reflect and share: As you have learned from the video, training and support is an important process to implement. What potential challenges can you foresee in this stage of implementation? What can you do to address them?

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Cyber Security Foundations: Reinforcing Identity and Access Management

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