Implementing SailPoint’s Identity Governance and Administration (‘IGA’) solution is a major step in strengthening enterprise identity and access management — but success doesn’t stop at go-live. In fact, the real value of SailPoint is realized through continuous optimization, adaptability, and support.

Most IGA projects are delivered in phases, for example:

1. Phase 1 – Foundation (typically onboarding HR authoritative source and some of the key IT systems and deploying key uses cases/ functionalities)
2. Phase 2 – Enhancements and rollout (typically enhancing the foundation to add more use cases/ functionalities while onboarding a few more IT systems/ rolling out to new locations/ units)
3. Phase 3 – System onboarding (typically onboard the remaining IT systems in a time-bound manner)

At the same time, the IGA system requires ongoing support & maintenance beyond what is covered by the platform support & maintenance provided as part of the SailPoint license subscription. This is often triggered after Phase 1.

It is well-known that a large number of IGA deployment are not successful – often not delivering any value or only delivering a small fraction of promised ROI. Such projects often get stuck in Phase 1 or at the best stop after Phase 1. This usually happen when the organization chooses a wrong partner to deploy the solution. We have seen that organizations are often hesitant to commit more resources to recover such lost investments. This leads to a stalled IGA deployment with no clear plan to achieving the initial ROI promised.

At Hexadius, we have successfully delivered a large number of SailPoint IGA projects – all the way from foundation to system onboarding of a very large number of IT systems (including some where all IT systems are managed by SailPoint, read ‘GXS Bank redefines identity security in digital banking‘). This has helped our clients achieve the planned ROI from IGA program.

Hexadius has also helped many organizations maximize their SailPoint investment through comprehensive ongoing support and maintenance services — combining day-to-day operational support with strategic enhancements and expert guidance to drive long-term ROI from IGA projects which are yet to deliver the expected results.

A Strong Start: Maturity Assessment & Roadmap Planning

Every organization’s identity journey is different. That’s why we begin our support engagement with a SailPoint IGA Maturity Assessment. This structured evaluation helps us understand your current state across key areas like:

1. System configuration & architecture
2. Policy and role management
3. Access review effectiveness
4. Integration coverage
5. Operational efficiency.

Based on the assessment, we propose a tailored roadmap for enhancements — identifying quick wins, strategic improvements, and long-term optimization goals. This ensures support activities are not just reactive, but aligned with your overall business objectives.

What Our Support Services Include?

We offer a holistic support model that’s built around reliability, flexibility, and continuous improvement. Our services include:

• Proactive Maintenance
  • Regular health checks and system audits
  • Log analysis, performance tuning, and environment cleanup
  • Backup and recovery validation
• Day-to-Day Operational Support
  • Incident resolution and service desk integration
  • Job and connector health monitoring
  • Workflow issue resolution and provisioning troubleshooting
• Enhancements
  • Address gaps and improvements identified in the maturity assessment
  • Supporting new business use cases as they evolve
• System Onboarding
  • Onboarding new applications and target systems
  • Configuring connectors, rules, and role structures
• Strategic Advisory & Roadmap Execution
  • Roadmap delivery based on maturity assessment
  • Periodic ROI reviews and progress checkpoints
  • Recommendations on emerging SailPoint features and best practices

Driving ROI with a Continuous Improvement Mindset

SailPoint is a powerful platform — but like any enterprise system, its value depends on how well it adapts to the organization’s requirements and how well an organization can leverage its capabilities. Adoption of system capabilities is often the biggest hinderance to a successful IGA project. And it also impacts the organization’s ability to exploit the great advanced features that the SailPoint platform provides.

We focus on helping clients increase return on investment (ROI) by:

1. Reducing manual overhead through automation
2. Improving compliance posture with better control design
3. Streamlining onboarding and certification cycles
4. Ensuring quicker time-to-value for new integrations
5. Enhancing user experience

Our support model is not just about maintenance — it’s about ensuring SailPoint remains a strategic enabler for your organization.

Your Long-Term Identity Partner

We act as an extension of your internal team — bringing deep SailPoint expertise, proven frameworks, and a customer-first approach. Whether you’re looking for fully managed support, enhancement delivery, or targeted expertise, we’ve got you covered.

📩 Contact us to discuss how we can support your SailPoint journey — and help you get the most out of your IGA investment.