An Identity Management Solution is always structuring which means that it changes the way the company is experiencing access to its information technology system. These changes hopefully are for the better and streamline the end-users work. One thing that needs to change is how support respond to a call.
Solution succeeds or fail with support. New procedures have to be explained so that new security measures are not bypassed or simply broken by your technical support staff.
Your support staff need clear guidance and documentation. They also need escalation procedures. On most of our projects, we offer to be this escalation or to train your escalation up to the right level of expertise.