Why Knowledge On TAP?

Identity Support That Understands the Architecture — Not Just the Support Ticket.

Identity support can become fragmented when operational teams are separated from the architecture, security intent and technology decisions behind the environment. Knowledge On TAP provides vendor-neutral Identity Security expertise across strategy, architecture, implementation, licensing, application onboarding and managed operations — giving customers continuity from design through day-to-day support. Our flexible model combines multi-vendor capability, AI-powered Identity Operations, specialist CoE access and local accountability, while keeping strategic ownership and control with the customer.

Architecture→Implementation→Support→Optimisation

Reduce Support Cost. Improve Service Response. Strengthen Identity Resilience.

Why Knowledge On Tap for Identity support

Identity Security Focus

We understand the architecture and security intent behind IAM technology, not just ticket handling.

Multi-Vendor Capability

Our operating model is designed around the Identity service — supporting and coordinating across vendor boundaries.

Architecture Through Operations

Continuity from Strategy → Architecture → Implementation → Licensing → Onboarding → Managed Operations.

AI-Powered Operations

KonTAP MCP brings AI and automation into Identity Operations with human oversight and customer-defined controls.

Identity CoE ONTAP

Access specialist Identity capability without having to recruit and retain every skill permanently.

Flexible Engagement

Pre-purchased hours, named or shared resources, L2/L3, full or co-managed operations, onboarding, BOOST — or a tailored mix.

Customer-Led

We strengthen customer capability, not create dependency — you keep strategic ownership.

Source Global. Service Local.

Global capability and cost-efficient delivery with Australian-focused engagement and accountability.

Trusted Adviser & Partner

When an operational issue exposes an architectural problem, we help you fix the root cause — not just the ticket.

Tailored Support Packages

Identity Specialists When You Need Them

Not every organisation needs a fully outsourced Identity service. Many need flexible access to specialist capability that can scale around internal teams, project peaks, incidents and changing priorities. ONTAP Support Services gives organisations access to Knowledge On TAP Identity specialists through flexible models ranging from pre-purchased hours and named resources to shared specialists, co-managed operations, L3 escalation and fully managed support.

As a vendor-neutral Trusted Adviser and Identity Security specialist, we tailor the service around your technology landscape, internal capability, service model, support volumes and required service levels — so you access the expertise you need without funding unnecessary permanent capacity.

Your Team→Flexible Specialist Capacity→Escalation & Engineering→Continuous Support

Scale Expertise. Control Cost. Strengthen Identity Operations.

Pre-Purchased Support Hours

Purchase specialist capacity in advance and consume it as required — ideal when an internal team occasionally needs extra expertise.

Named Identity Specialist Team(s)

A dedicated resource develops deep familiarity with your environment and operates as part of your team.

Shared Identity Specialist Pool

Access a broader pool of Identity specialists without funding dedicated full-time resources.

Burst Capacity

Add specialist capacity for releases, application onboarding, migration, governance campaigns, upgrades, remediation and project peaks.

Short- or Long-Term Support

Scale services to changing requirements rather than committing to unnecessary permanent capacity.

Only Pay for the Support Model You Actually Need

We tailor support across Coverage + Skill Level + Technology + Volume + Service Window + Resource Model.

Customer L1 + KonTAP L2/L3

Your service desk stays user-facing; we provide specialist Identity Operations and Engineering behind it.

KonTAP L1/L2/L3

A broader managed Identity support capability delivered end to end.

L3 Specialist Escalation

Your team runs normal operations and calls on us for complex engineering, architecture and vendor escalation.

Co-Managed Identity

Operational responsibilities deliberately divided between your team and ours.

Fully Managed Identity Operations

We manage agreed Identity operational functions end to end.

Application Onboarding Service

A dedicated service focused on reducing your application integration backlog.

KonTAP AI-Powered MCP Operations

One Governed Intelligence Layer for Multi-Vendor Identity Operations

Modern Identity incidents rarely stay within one platform. They can span Workforce Identity, CIAM, IGA, PAM, directories, cloud services, applications and APIs — forcing support teams to navigate multiple consoles, knowledge sources and specialist queues. KonTAP MCP provides an AI-assisted operational layer that helps teams retrieve knowledge, investigate incidents, correlate multi-vendor context, follow approved runbooks and accelerate remediation and application onboarding — while preserving human oversight, least privilege, approval, change control, separation of duties and auditability.

Business Request→AI-Assisted Operations→L1 / L2→L3 Engineering→Governed Resolution

Resolve Faster. Reduce Specialist Dependency. Keep Identity in Control.

Knowledge Retrieval

Surface relevant internal knowledge, support procedures, architecture docs and approved vendor information.

Incident Triage

Analyse support context and help identify the likely Identity components involved.

Diagnostic Assistance

Correlate available diagnostic information and recommend investigation paths.

Runbook Guidance

Guide support teams through approved operational procedures.

Configuration Analysis

Assist specialists in reviewing configurations and identifying inconsistencies.

Remediation Recommendations

Recommend corrective actions for review by authorised Identity specialists.

Application Onboarding Assistance

Accelerate discovery, integration analysis, documentation and onboarding.

Multi-Vendor Context

Correlate an Identity issue that crosses multiple technologies rather than analysing each in isolation.

Multi-Vendor Identity Support

One Identity problem shouldn't require five support providers. Our managed support model is designed around the Identity service, not only the individual product — a single specialist escalation point when an incident crosses technology boundaries.

OktaAuth0Microsoft EntraSaviyntEnterprise PAMCloud IdentityDirectoriesAWSSailPointCyberArkDelineaOracleIBMPing Identity / ForgeRock

L1 — Identity Service Support

Repeatable, documented service interactions.

L2 — Identity Operations

Specialist platform administration and operational troubleshooting.

L3 — Identity Engineering

Complex Identity Security engineering, architecture and vendor escalation.

Identity Centre of Excellence — Extended Team ONTAP

Extend Your Identity Capability Without Building Every Skill Internally

Modern Identity programs require expertise across architecture, Access Management, CIAM, IGA, PAM, application integration, automation, Non-Human Identity and AI Identity Security. Maintaining every capability in-house can be difficult to justify. Identity CoE ONTAP extends your internal team with Knowledge On TAP specialists who provide architecture, engineering, L2/L3 support, application onboarding, remediation and emerging Identity capability — while your organisation retains strategy, governance, business context and decision authority.

The model can combine named resources for continuity, shared specialists for breadth, and blended local/global delivery for flexibility and cost efficiency.

Your Internal CoE→KOT Extended CoE→Shared Capability→Continuous Improvement

Expand Capability. Retain Control. Scale with Demand.

Identity Centre of Excellence — Extended Team ONTAP

Your Internal CoE Retains

StrategyGovernanceBusiness relationshipsEnterprise contextDecision authorityCustomer knowledge

Knowledge On TAP Extended CoE Provides

Specialist architecturePlatform engineeringL2/L3 supportApplication onboardingTechnical remediationVendor expertiseAutomationEmerging Identity capabilityAdditional capacity

Named Resources

Dedicated specialists with deep familiarity — for long-term engagements, complex environments and strategic programs.

Shared Resources

Access a broader capability pool when required — for lower-volume, escalation, multi-technology and variable workloads.

Hybrid Resource Model

Named core resources plus specialist shared capacity — balancing continuity, breadth and cost efficiency.

BOOST — Build. Operate. Optimise. Support. Transfer.

BOOST Your Identity Operations

Identity Operations need to evolve as platforms, applications, risks, skills and AI capabilities change. Permanent outsourcing is not always the right answer — many organisations need a flexible model that can stabilise operations, introduce specialist expertise and automation, improve service maturity, and progressively build internal capability.

Knowledge On TAP BOOST provides a customer-led Managed Identity Services model that combines Identity specialists, flexible delivery and AI-powered operations across Workforce Identity, Customer Identity, IGA, PAM, application onboarding, Non-Human Identity and emerging AI use cases. Customers can retain, share or transfer responsibilities over time, while governance, approval, privileged access and accountability remain under agreed controls.

Build→Operate→Optimise→Support→Transfer

Strengthen Operations. Build Capability. Retain Strategic Control.

BOOST Business Outcomes

Identity Operations need to be secure, resilient and sustainable without creating unnecessary dependency on scarce specialists or permanent outsourced capacity. BOOST helps organisations mature Identity Operations faster by combining the right mix of specialist expertise, automation, shared capability and structured knowledge transfer — while preserving flexibility as internal skills, platforms and business priorities evolve.

Operational Stability→Continuous Improvement→Capability Transfer

Reduce Dependency. Improve Service Quality. Build Sustainable Capability.

Your Identity Support. Available On TAP.

Whether you need specialist escalation, co-managed operations, an extended Identity Centre of Excellence or a full BOOST engagement — let's design a support model around your team, technology and operating model.

Talk to an Identity Specialist

Identity Expertise. On TAP.