®

Automating identity and accessmanagement to reduce costs
One Identity partners help Jumbo Supermarkets
maximise its investment in One Identity Manager

Customer:
Jumbo Supermarkets
Industry:
RetailCountry:
The Netherlands
Website:www.jumbo.com

Challenge
Jumbo’s business is seasonal, so it must
regularly scale its workforce up and down
to cope with fluctuating customer demand.
The company needed to reduce the costand complexity of managing staff identityand access.

Solution•

One Identity Manager•

AspisID Argos•The Identity Managers providing
support and services

1“We live by our everyday
low prices formula. … Every
euro saved by automating
Identity and Access
Management support canbe returned to our customers
through lower prices.”
Sicko van der Brug
Team Lead and Product Owner
Identity Access Management
Jumbo Supermarkets

CASE

STUDY

-JUM B OONE

Jumbo is the second-largest supermarket chain in theNetherlands and operates 700 stores. A family-owned
business, its history extends back to 1921, when Johanvan Eerdt—great uncle of current chairman Karel van
Eerd—started a wholesale business in Veghel.
Today, Jumbo has a market share of 21 per cent,
60,000 staff and an annual turnover of €8.4 billion. It
has grown significantly in the last few years following
several acquisitions and has invested in ecommerce
technology to support its successful omnichannel
retail strategy. The company recently opened its first
four supermarkets in Belgium.

Keeping track of joiners,
movers and leavers
Jumbo’s retail business is seasonal, so it hires staff
to cope with fluctuating customer demand. Like
most retailers, it also has a relatively high turnover ofstore employees, which means identity and accessmanagement (IAM) would be a time-consuming task
if the in-house IT team had to do it manually.
As a result, Jumbo had already invested in One
Identity Manager and had also outsourced overallmanagement of the system to One Identity partner
The Identity Managers. “We are a supermarket.
Selling goods is our core business,” says Sicko van derBrug, team lead and product owner, Identity Access
Management at Jumbo Supermarkets. “Our strategy isto consider many other tasks for outsourcing.”
The Identity Managers specialise in IAM, including
identity governance and administration. They areresponsible for Jumbo’s authorisation management,
and they also provide guidance on continuous
improvements to identity and access governance andcontrol. As well as delivering technical support for
Jumbo’s One Identity Manager implementation, thepartner also helps to develop new functionality.

2I D ENT I T Y

Monitoring and optimising
One Identity Manager with Argos
Identities are at the heart of any digital ecosystem,
including Jumbo’s. One of the biggest risks that
Jumbo faces is disruption to its business caused byerrors in the identity data, or in identity management
processes or systems. Incidents relating to theincorrect use of identities could lead to empty stores
due to employees being unable to log in to cash
registers or to undertake inventory management.
To guard against these operational risks, The
Identity Managers use Argos, a tool provided byAspisID, to monitor and optimise technical support
on One Identity Manager at Jumbo. Although
Jumbo made the original decision to use Argos,
The Identity Managers have now adopted the toolthemselves and work successfully with AspisID tocontinuously improve it and provide a first-classservice to Jumbo.

“Argos is delivered as a service
and fits in perfectly withJumbo’s strategy to consider
non-core processes foroutsourcing.”
Sicko van der Brug
Team Lead and Product Owner
Identity Access Management
Jumbo Supermarkets

ONEAspisID created Argos to help itself and its partners
support customers using One Identity Manager in themost effective way possible. With Argos, customers
no longer have to be continuously logged in to theirnetworks checking for problems. The tool enables
Jumbo to take action immediately when an incident
occurs, even before end-users themselves notice thatsomething is wrong.
“A big benefit of Argos compared to other tools isthat it is specifically made for One Identity, and thedevelopers at AspisID have extensive knowledge of
One Identity software,” says Van der Brug. “Argosis delivered as a service and fits in perfectly with
Jumbo’s strategy to consider non-core processes foroutsourcing.”
Jumbo outsources the technical maintenance of One
Identity to The Identity Managers. It’s their job to keep
the One Identity system up and running, although
responsibility for governance and compliance remains
with Jumbo.
“We need to maintain continuously high levels ofsecurity and governance, which is why we want
our IAM system to be closely monitored at alltimes,” explains Van der Brug. “That’s also why we
implemented Argos and asked The Identity Managers
to use it too. It means we can monitor The Identity
Managers’ activity and work with them when incidents
occur. We also collaborate in developing new queries
and use cases for the tool.”

Reducing the cost of IAM support
Before using Argos, Jumbo monitored One Identity
Manager only during the working day. Now, The
Identity Managers supervise the status of Jumbo’s IAM
system 24/7 If incidents occur, Argos automatically
picks them up and informs The Identity Managers

3I D ENT I T Y“Before Argos, we lookedat our One Identity IAM
systems only within officehours. Now we have 24/7
monitoring, but without a
big increase in costs.”
Sicko van der Brug
Team Lead and Product Owner
Identity Access Management
Jumbo Supermarkets

support team. By having 24/7 monitoring on One
Identity Manager, the potential impact of incidents
on the business are kept to a minimum along withsupport costs.
“We live by our everyday low prices formula,” says
Van der Brug. “To successfully deliver it, we also needeveryday low costs. Process efficiency is an importantdriver for our successful use of IAM, and we want tolower technical support costs as much as possible.
Every euro we save by automating Identity andAccess Management support can be returned to ourcustomers through lower prices.”
The Identity Managers use Argos to implement
notifications for the events they monitor for Jumbo.

ONEOne example of items being monitored is when thehuman resources (HR) load fails, which could prevent
large groups of people being able to work after being
entered into the HR system. The Identity Managers
are notified of this happening outside office hours bya push message on a mobile phone so that it can bequickly and easily resolved within 24 hours.
The progress of IT requests is also monitored. The
Identity Managers are automatically alerted whenservers are running slowly, for example, which meansusers don’t need to log performance issues.
They have an overview of these events in a dashboard
and configure which notifications Jumbo wants toreceive and when—for example, within office hours
or on a 24/7 basis. They then decide who should
receive notifications and how, whether that’s by email
or text message.

“The main contributionof The Identity Managers
working with Argos is thatit removes the burden of
constantly monitoring oursystems. I can be certain thatno news is good news.”
Sicko van der Brug
Team Lead and Product Owner
Identity Access Management
Jumbo Supermarkets

4

I D ENT I T Y

The Identity Managers can plan and configure events
to trigger notifications depending on event severity.
For example, a high-priority incident occurring
overnight triggers an immediate mobile notification,
while other events will trigger a text message that
arrives during office hours. This approach makes
incident monitoring efficient for both The Identity
Managers and Jumbo.

Delivering security
and compliance
The Identity Managers provide monthly reports toJumbo about the incidents and technical events thathave occurred. This means Jumbo can easily monitor
the technical performance of its IAM environment andThe Identity Managers’ performance without having tobe involved in day-to-day operational processes.
For auditing purposes, The Identity Managers
configure queries that trigger notifications for events
that might be suspicious, then send messages to thedepartment responsible.
Quotas are a good example of how The Identity
Managers make use of the combined capabilities ofOne Identity and Argos. Easily set up within the One
Identity tool, quotas prevent large numbers of changes
to the environment being carried out before an
authorised person is able to review them.
Using Argos, The Identity Managers have been able
to set these quotas fairly strictly. An active push
notification is sent to The Identity Managers whenthe quotas are reached so they can review before
there are any issues for end users. This helps tosafeguard the security and compliance of the Jumboenvironment.

ONE

I D ENT I T Y

Jumbo and The Identity Managers work together
to continuously build on the capabilities of Argos
to manage new types of incidents as they happen.
Recently, they have focused on data integrityincidents. Jumbo has automated system access
control allowing the retailer to manage a massive
organisation with a small support team.

“Because The Identity Managers work with Argos, I
no longer have to worry about constantly monitoring
our systems. I can be certain that no news is good
news, and I receive an alert only when a really serious
incident occurs,” says Van der Brug. “Our employees
and technical support staff can use their capacity
for other value-added activities.”

By having active controls when people are added tofunctions that won’t grant them the proper access,Jumbo can have trust in the automation of rolecreation. It is actively alerted when new issues emerge,
and know that once again again allowing The Identity
Managers technical team will tackle them.

Working in partnership with The Identity Managers
and Argos means Jumbo has achieved its aim to
optimise One Identity Manager monitoring with anefficient outsourced service. Van der Brug concludes,“Before Argos, we looked at our One Identity IAM
systems only within office hours. Now, we have 24/7
monitoring, but without a big increase in costs.”“When any new type of incident occurs, The
Identity Managers and my team investigate why
it has happened, and set up a new alert in Argos,”
explains Van der Brug. “This way, we maintain aconstant improvement process for new incidents.”
The benefits of Jumbo’s collaboration with The
Identity Managers and Argos include security,governance and cost reduction. Jumbo can beconfident that it is managing the way its employees
join, move around and leave the business as efficiently
as possible, while enabling its internal teams to focuson other tasks.

About One Identity
One Identity, a Quest Software business, letsorganizations implement an identity-centric security
strategy, whether on-prem, in the cloud or in a hybrid
environment. With our uniquely broad and integrated
portfolio of identity management offerings including
account management, identity governance andadministration and privileged access management,
organizations are empowered to reach their fullpotential where security is achieved by placing
identities at the core of a program, enabling proper
access across all user types, systems and data. Learnmore at OneIdentity.com.

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