NCR Corporation

World's Leading Enterprise Technology Provider Improved Partner & Customer Service With Hitachi ID

The Challenge

NCR needed a system to replace two types of calls to the NCR help desk. First it needed to delegate the administration of access across thousands of customers. Secondly it needed to empower users to manage their own passwords.

Tens of thousands of users, working at thousands of companies, need access to customer-facing applications hosted by NCR. NCR adds from 1000 to 3000 users monthly and experienced difficulty with ease of data maintenance and their customers' ability to maintain users. Identity synchronization, auto-provisioning, access certification and security policy enforcement were identified as vital to mitigating these challenges.

"Providing our customers with the ability to manage their users was a crucial need," says J.R. Zimmer, IT Senior Manager, NCR Corporation. "This way we could better focus on other value-added activities for our customers and partners."

The Solution

NCR already used Hitachi ID Bravura Pass to manage credentials for internal users. However they now needed to find a solution to also manage identities, entitlements and passwords for external users, at scale.

NCR initiated a review of ten IAM software vendors and shortlisted four vendors for closer examination. They performed a detailed evaluation, proof of concept and checked references before selecting the Hitachi ID Bravura Security Fabric as the best fit for secure and efficient administration of accounts, group memberships and passwords, across all NCR customers and partners, globally. NCR replaced an existing, home-grown system with the Hitachi ID Bravura.

NCR customers designate administrative users, who manage other users within their own organization. Users can manage their own passwords, and can get password assistance from their local administrator without calling NCR support. The solution provides for isolation, so that users at one customer cannot see data relating to another.

The Outcome

The solution was deployed successfully and quickly to manage one hundred percent of identities, entitlements and passwords for NCR customers. With this automation, NCR reduced IT service call volume by ten per cent and shifted its focus to more high value work to serve its customers better.

Hitachi ID's solution delivery team helped NCR overcome deployment issues, implementing a complex AD integration and scaling the system up to support thousands of customers. The system met and exceeded NCR expectations.

Hitachi ID at a Glance

Hitachi ID is the only industry leader delivering identity and privileged access management across a single platform to ease implementation as your IAM and PAM roadmaps evolve.

"We are quite satisfied with our investment and continue to expand our licensing to include additional user accounts," says Zimmer. "It is a great partnership with Hitachi ID Systems and we look forward to continued success."

— J.R. Zimmer, IT Senior Manager NCR Corporation