Simplifying processes with out-of-the-box tools
Before making a decision, SUSE created a staging environment to integrate different user groups and non-active applications with Okta. By simply following Okta instruction manuals and documentation, this prototype was created in less than one week, and the first-hand experience SUSE engineers gained from the exercise gave them the confidence to start the migration.
First, SUSE created user identities for its 1,900 employees and contractors on Universal Directory. Then, SUSE started integrating applications and systems as needed, starting with ServiceDesk, the most widely used application across the organisation.
“It used to take weeks to introduce a new application into our identity stack, and it had to be done by someone with very specific skills to navigate our systems. With Okta, in less than a week we can go from deciding we need a new application to making it available for all the relevant users. Okta provides out-of-the-box integrations and all the instructions we need to do it successfully. It hugely streamlines our process,” Artem shares.
With support from a designated Customer Success Manager, who provided best-practices insights to ensure the successful deployment of critical applications such as Office365 and Workday, SUSE has integrated 74 active applications with Okta. Today, the company enables employees and contractors to access these applications from anywhere in the world via a fully customisable login page and self-service password resets powered by Single Sign-On. Additionally, SUSE is eliminating the risk of credential attacks by encouraging employees to use device-driven Adaptive Multi-Factor Authentication, which prompts them with a one-time password to certify their identities when they request access to applications.
More recently, conversations with its Customer Success Manager helped SUSE to uncover more opportunities for automation, resulting in the adoption of Advanced Lifecycle Management to automate the on and off boarding process of team members when they join, leave, or move into new roles that require access to new tools. Previously, applications needed to be accessed via the different systems where they were stored, Artem recalls: “When I joined the company, I had to learn four different ways to access different systems. Now, everything is easier and more automated. When someone joins SUSE, they only go to one place to access applications without giving much thought to identity because Okta does it for them. A great tool is like great design: it facilitates things by getting out of the way – you may not even notice it’s there,” he says.
Enabling employees and customers to focus on valuable interactions
But aside from internal processes, SUSE’s switch to Okta also entails changes for its customers who need to log in to SUSE’s portal to access applications and services. “We have service-level agreements (SLAs) with our customers which determine that we need to react to their requests very, very quickly. This is directly linked with customer identity and access management, because customers need to log in to our system to access our service. So the fact that we haven’t violated a single SLA due to our identity change is a success factor for us. We work with critical businesses that need to serve their own customers in a time-sensitive way, so a smooth switch to Okta has been key for us and them to maintain reliability,” Artem shares.
Using API Access Management, SUSE enables customers and partners to access data via APIs and kick off a workflow. Since this is an automated process, SUSE can focus on value-added interactions with customers, rather than login and access support.
“We’re all about solving problems,” Gary adds. “By removing login-related friction for our customers, Okta is solving an identity problem for us so that we can instead focus on solving the problems that matter most to our customers,” he explains.
More automation to power more innovation
Next, SUSE is using Okta to automate more tasks by integrating systems that are being kept in sync manually. SUSE’s goal is to achieve zero IAM manual requests. “More automation will mean more time to focus on our value proposition. Identity is not part of our business. By leaving it to Okta, we can focus instead on enabling our customers, building our next new product and driving our business forward... The sky's the limit! Like SUSE, Okta is continually evolving, so we’re confident that whatever we do, Okta will be able to support us,” Artem concludes.
