Exploring the non-technical challenges : A case study of identity and access management projects

Abstract: The implementation of an Identity and Access Management (IAM) solution is a complex process to manage, consuming multiple years and involves organizational changes. In its nature, several challenges tend to appear to different stakeholders involved in the process. However, prior research has mainly addressed the technical components of an IAM-solution, hence the technical challenges that emerge during development and implementation. Therefore, the non-technical challenges of the IAM-project work and the challenges that constitute the client implementation are understudied. The purpose of this thesis is to visualize the challenges that emerge when an IAM-solution is implemented. In addition, the challenges when organizational changes occur. The empirical data is conducted through a series of semi-structured interviews with individuals in the IAM line of business. In addition, secondary data is gathered through the review of papers and reports in Information Systems (IS) and Information Technology (IT) projects and outsourcing projects, as well from a non-academical organization with in-depth knowledge of IAM implementations. A qualitative case study of IAM implementations was conducted to investigate the studied complex phenomenon. The findings display the challenges of Insight, Communication, and Endurance (ICE), which tend to be obstacles for all stakeholders involved. Additionally, the organizational changes describe three further challenges of Anchoring, Communication, and Vision (ACV). These challenges mainly appear in client changes, which IAM implementations initiate. The thesis display connections and incoherent with prior research on IS/IT-projects and IAM-projects. In addition, newly uncovered aspects that contribute to research areas are highlighted. The thesis is summarized with some implications and possibilities for future research.