5 out of 5.0, Reviewed Jul 22, 2016
Positive and great relationship experience, especially in problem solving and scope.
Detailed scope definition. Early testing to ensure integration between systems. Ensure the development of internal staff.
Automation of processes and access portal.
The need for in-depth knowledge for creating connectors for integration of legacy systems.
We had no negative experience. All that was agreed was executed as planned.
Better detail the scope.
3 out of 5.0, Reviewed Jun 13, 2016
The product is excellent. We were not provided with right PSO during initial setup. Dell Has limited number of good resources who knows the product very well.
Please check whether the person has at least 3 years of experience with the product.
Very simple to implement, manage and use.
Workflows are very user-friendly.
Train more internal (Dell) resources in the product so that there is no shortage of knowledgeable PSOs.
Verify Dell's claim about the expertise of their PSO before using them.
We wasted considerable amount of time during integration and deployment due to an inexperienced PSO was sold to us. So we had to redo everything we did.
4 out of 5.0, Reviewed Feb 21, 2016
The breadth of the services offering was considerable for the cost of the solution. The product overall was extensible and supported all of our connector requirements. While we implemented 6.2.3, we also implemented 7.0 in parallell to support the invevitable transition, which I have to say is a game changer for Dell should they gain more US marketshare. The initial gap in US side expertise was a challenge in the beginning but it has improved considerably and the suite of products are more integrated than in past iterations. It's dot.net back end was easy to integrate into our current systems and made it possible to solve many problems that would otherwise been considerably more expensive to take on with some of the competitors. The SSO portion of the solution lagged in the beginning but with constant support from the developers and mantainance team (without additional pro-services i might add) really pulled it all together and rounded out the offering much better than our initial projections calculated. After experiences with Oracle and SailPoint, I can whole-heartedly say that if you are a Microsoft shop using SAP, then you can hardly do better than this solution. While the Linux/Unix, mainframe, and AS400 connectors are there, some of them require other integrated products to support the overall solution. This is also true for password management and SSO. Still with all of that being the case, they came in considerably cheaper than any of the quadrant leaders, which is why they are now a challenger I surmise. Once implemented, it was easy for end users to use from an operations perspective.
Invest in proper training for your keystone resources and make sure you get commitments to stay for (x) years after training, or you could end up with your people getting poached because the product is starting to gain momentum in the US. Pay attention to the products that make up the entire solution. Map out which product, you need and evaluate its maturity before making commitments. While the Cloud Access Manager SSO component (CAM) in the latest release finally completed our solution without gaps, we may have done better to wait on that buy until the product was more mature. That being said, Dell was unstoppable in continuing to support us when we met challenges and ultimately got it done there. The better the in-house expertise is, the less the pro-services costs (which can be considerable if you are goind direct with Dell).
From an end user perspective, the product is very easy to use and it has really changed the way the business thinks about access and entitlements. The degree to which this product puts the business in charge really is the best thing about it. The workflow engine is highly extensible and it can tie into web services and integrate with our current ticketing system with relative ease. AD and Exchange provisioning/de-provisioning is pretty straight forward and works Out of the box with minimal customizations. 90% of our challenges were met in the first round of delivery.
Customizations to the product require specific expertise that can be expensive if you do not have good in-house personnel. The core Identity Manager product is a very solid platform but there is risk in some of the lagging integrated Dell components that make up the total solution. These things can slow delivery down if the challenges are flushed out first.
Initially, Dell did not understand all of the components of the solution as a single offering so we were not provided with the best guidance in the beginning for component selection and had to purchase additional licenses to get some of our requirements met. A better pre-sales experience would have allowed for us to better set appropriate expectations for delivery objectives and would have allowed for us to hit those targets with greater effficiency. A customer today might have a better experience. I will let them speak to this. :)
Ensure that you have specific targets for delivery mapped out. Leveraging concise user stories and proper management of the disparate components of the delivery really made a difference after a rocky start. We would have invested in local expertise and training much earlier in the game.
In the end there was nothing left on the table that we had to go to another 3rd party to support so from that perspective we really got everything we needed.
Support was primarily managed through pro-services but CAM and QC support was terrific.
A rough start but the kinks were worked into a well oiled solution.
3 out of 5.0, Reviewed Dec 9, 2015
Vendor was very helpful addressing all the issues
Identify all the user stories, evaluate the challenges and identify how to overcome those challenges.
Integration with other systems.
Provide experienced consulting/design staff for the implementation.
Identify critical business use-cases during the evaluation stage so that we identify any potential bottleneck and issues early on.
We had challenges integrating the products with some application.
1 out of 5.0, Reviewed Dec 8, 2015
We have had issues with both the product itself and the availability of proven professional services resources to work on the solution. The product is overly complicated, parts of it are still in German and there are many undocumented side effects. Every deployment is a surprise. Dell Professional services had the development box in a non-working state when they wanted to come onsite and do the go-live. The documentation was incomplete. Of eight resources made available only one was what I would call competent. In some follow-up work with one of their partners we had additional issues. The home built Web Designer tool is so complicated when we asked for a button so we could create additional rows for data intake we were told that would be too difficult. At best there is a handful of professionals in the U.S. who deeply understand the product. I just went to a class on their Web Designer and part of the class were done in German. The reporting tool is also complicated and not user friendly. When building customizations there are three unrelated places where this can be done. If you customize in one place and don't disable the other places you can step on your own customizations. There are 970 tables/views in the product and with all the foreign key relations and triggers unexpected side effects can occur. And it seems the consultants available are not aware of all the side effects and interactions which can result in surprises when deploying new code. Also they have no method for code control. They use "Transport Files" which are basically saves of insert and updates to the DB. You then move the SQL statements to the next environment. Since there are limited controls around the transport files it is very easy for them to step over each other.
Unless you have access to the best people in Professional Services who also have contacts with the top technologists in Germany choose another product. We are on version 6.1.2. Note that 7.0 is a major rewrite and there is no direct path from 6 to 7. We will be replacing Dell with a different vendor. One of the reasons they were not considered for upgrading is due to the bad experience we had with Dell Professional Services and there partners.
They did do a good job with building out approvals in their workflows. Easy to setup.
-Overly complicated. -Tools are home built fat clients and many of them are very difficult to use - especially Web Designer and the Reporting tool. -There are no documents for best practices so that you can avoid the "gotchas" that can happen with all Identity Products. -There is a lack of knowledgeable professional services people in the United State to help with the implementations and support. -Transport files for promoting code are poorly managed by the product. There were several PS people here from Dell prior to me joining there and there is no system to how the transport files were created. If you do not get the order correctly you can step over your customizations because one transport file overwrites something in another one. Basically this is a data model - not an application. Everything relies on triggers in the database. They have thousands of pages of documentation but no real examples that are worthwhile. They do not support high availability. The only way to do high availability is to have a server on standby. There is no concept of session failover.
Had documentation that showed real examples of how to implement use cases. But it cannot be limited to just one thing. They do not have code control and promotion between environments is difficult to do consistently. Configuration is difficult. They have built their own tools for doing everything and it is overly complicated. There just seem to be too many paths to getting things done and then it is easy to go down one path which doesn't work because something in the product with different controls blocks what you are trying to set. I guess the one thing they need to do is simplify the product and build a trained team of professional services.
Do an evaluation of several vendors, create a shortlist and do a bake-off. Then choose based on business needs, cost, stability, etc.
Poor user management since there are so many places that can be customized and these places are unaware of each other. Customizations can be done in templates, custom processes and custom scripts.
In the beginning very bad support. During debug I would realize that the failure was in a stored procedure. I would open the stored procedure and it was in German. Support told me to use Google Translator. I must say support is improving and I am getting quicker responses.
Inadvertently changed emails because of "Strong" setting in their out of the box processes. Professional Services did not anticipate the issue. Makes changes to accounts that are not expected and when tracked down it is because of a relationship in the underlying DB that is not documented.
4 out of 5.0, Reviewed Aug 12, 2015
Dell responds quickly
Plan out de-provisioning process
As the authoritative source for IDs it may cause outages if there are unexpected changes to accounts.
Tool meets our base requirements
I don't operate the tools
Implementation went well