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Exploring the non-technical challenges: A case study of identity and access management projects
KTH, School of Industrial Engineering and Management (ITM).
2019 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesisAlternative title
Utforska de icke-tekniska utmaningarna : En fallstudie av identitets- och åtkomsthanteringsprojekt (Swedish)
Abstract [en]

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.

Abstract [sv]

En IAM implementeringen är en komplex och utdragen process som kan ta flera år samt skapar en förändringsresa hos kund. I sin natur skapas flera utmaningar till olika involverade aktörer. Tidigare forskning har främst fokuserat på de tekniska komponenterna som en IAM lösning baseras på, därav de tekniska utmaningarna som tillkommer. Till följd har de icke-tekniska utmaningarna inom IAM projekt och utmaningarna med en implementation hos kund fått bristande uppmärksamhet där få studier har genomförts. Syftet med detta examensarbete är att visualisera de utmaningar som uppstår vid en IAM implementering. Arbetet fokuserar även på utmaningarna med organisatorisk förändring, vilket genomförandet av en IAM lösning skapar. Den primära datainsamlingen genomförs av halvstrukturerade intervjuer med personer inom IAM-branschen. Dessutom samlas sekundär data in från informationssystem (IS) och informationsteknik (IT) projekt samt outsourcingprojekt. Därtill några icke akademiska rapporter med fördjupande information om IAM implementeringar. Examensarbetet är gjort som en kvalitativ fallstudie av IAM implementeringar, detta för att förstå komplexiteten av ämnet. Resultatet visar utmaningar som Insikt, Kommunikation och Uthållighet, vilket tenderar att vara hinder för alla involverade aktörer. Dessutom beskriver de organisatoriska förändringarna tre ytterligare utmaningar för Förankring, Kommunikation och Vision. Dessa utmaningar förekommer hos kund som implementerar en IAM lösning. Uppsatsen visar sammanhängande och osammanhängande aspekter med forskningen inom IS/IT projekt och IAM projekt. Dessutom framhävs nya upptäckta insikter som bidrar till forskningsområdena. Slutligen sammanfattas arbetet med några implikationer samt förslag på vidare forskning.

Place, publisher, year, edition, pages
2019. , p. 85
Keywords [en]
IAM-project, IS/IT project, project management, organizational change, challenges
Keywords [sv]
IAM projekt, IS/IT projekt, projektledning, organisatoriska förändringar, utmaningar
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:kth:diva-256228Archive number: 2019:468OAI: oai:DiVA.org:kth-256228DiVA, id: diva2:1344060
External cooperation
Knowit Secure AB
Subject / course
Industrial Economics and Management
Educational program
Master of Science - Industrial Engineering and Management
Supervisors
Examiners
Available from: 2019-08-20 Created: 2019-08-20 Last updated: 2019-08-20Bibliographically approved

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