Change Management for Identity & Access Management in Google Workspace

Identity and access management (IAM) is a critical part of any organisation’s security posture (see also this blogpost about this topic). By defining and managing who has access to what resources (software, hardware, buildings), IAM can help protect sensitive data and prevent unauthorised access to business workflows containing confidential information.

When implementing a new IAM solution, it is important to carefully manage the change process. This includes defining and involving stakeholders, communicating the upcoming changes, and providing training materials and information. 

1. Defining and involving stakeholders

The first step in change management is to identify all of the stakeholders who will be affected by the new IAM solution. 

This includes:

• Users
• Google Workspace Administrators
• Other IT staff (like the security team, helpdesk agents, etc.)

It is important to involve stakeholders early in the process and get their input on the design and implementation of the new solution. This will help to ensure that the solution meets the needs of the organisation and that users are more likely to accept it. Thanks to their involvement we will be able to assess the impact of the change on different applications and user groups enabling us to tailor the change management process adequately.

2. Communicating the upcoming changes

Once the new IAM solution has been designed, it is essential to communicate the upcoming changes to stakeholders.
This communication should be clear, concise, and frequent.

It is also important to be honest and transparent about the changes: if there are any potential problems or challenges, stakeholders should be made aware of them.

We want to make sure that we leverage all communication channels: intranet banners, desktop screensavers, and town hall meetings just to name a few. 

3. Providing training materials

Once the new IAM solution has been implemented, it is important to provide training materials to users and administrators. 

This training should cover the basics of the new solution, as well as any specific changes that have been made.

Training materials should be easy to understand and should be available in multiple languages and formats, such as online tutorials, videos, and a knowledge library. Sometimes a short video or even a gif may suffice depending on the tech-savviness of the audience. 

4. Some tips

The change management team at Devoteam has assisted various organisations, including OTA Insights, Reprise and Barry Callebaut, in effectively carrying out a successful implementation.

By following these steps, organisations can successfully manage the change process and implement a new IAM solution that meets the needs of their users and protects their data.

Here are some additional tips for successful change management:

• Start by creating a change management plan: This plan should outline the goals of the change, the steps involved in the implementation, and the communication and training plan.
• Get buy-in from stakeholders early on: This will help to ensure that the change is successful.
  Involve key players from the start and treat them as the business experts from whom you need help with defining risks and targeting user groups.
• Communicate the change clearly and concisely: Be sure to address any concerns or questions that stakeholders may have. Support users by stating clearly the What’s In It For Me: it will help them to become ambassadors for your change management program.
  Make sure to choose the right communication channels and communication formats: eg. the best way to reach frontline employees could be through communication during the weekly meeting by the team lead, and department collaborators would maybe benefit from a Chat Space communication with a .gif visual.
• Provide training and support to users: This will help them to understand the new changes and how to use them.
  Training formats should be diverse and appealing to ensure all stakeholders have sufficient knowledge and understanding. A mix of training methods targeted to the right audience will increase knowledge and understanding.
  • For helpdesk agents and IT administrators, full information and technical context will be needed, but easy-to-read YES/NO decision workflows will be highly appreciated. 
  • Administrative staff usually have no time to read elaborate documents: a one-page visual with clear and short instructions might be a better choice. Also attractive, short and professionally made videos can have a good impact.
• Monitor the change and make adjustments as needed: This will help to ensure that the change is successful in the long term.
  Discuss and set KPIs that log the usage of the new tools, analyse training video views and offer insights into training attendance.

By following these tips, organisations can successfully implement a new IAM solution and improve their security posture.