identity and access management in a highly distributed and dynamic global enterprise

RestaurantsChina

RestaurantsInternational

Identity and Access Management in a Highly Distributed and Dynamic Global Enterprise

Shannon Tompkins, MBA, CISSPManager, Global Identity and Access Management

Yum! Brands, Inc.

Dan FitzgeraldVP, Sales and Marketing

intiGrow

• World’s largest restaurant company in terms of the number of restaurant systems– 37,000 restaurants in 110 countries– 1,000,000 associates– $11 billion in revenue in 2009– Mix of both equity restaurant systems and franchise restaurant systems

• Primary brands– A&W, KFC, Long John Silver’s, Pizza Hut, Taco Bell

• Three Operating Segments– U.S., Yum Restaurants International, China Division

• Leader in international retail development– In 2009 Yum opened more than four restaurants per day internationally– On average, China alone opens one new restaurant per day

Who is Yum! Brands, Inc.?

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• Premier IBM Business Partner – Focused on IAM– Operating in the USA and India– Providing service in South America and Australia

• Became part of Yum! Brands IAM team when IAM expansion took off. Has continued to provide services since 2007.

Who is intiGrow?


• Yum’s IAM Journey• Current Global IAM Drivers• Meeting the Challenges• Successes• Lessons Learned• Q&A

Agenda


Yum’s IAM JourneyEarly U.S. IAM

2005 - 2007

• Early IAM Research: Role based access control research to gain administrative efficiencies

• IAM Business Case Developed: Web-based benefits enrollment enabled for equity-based corporate and restaurant employees

Before IAM2005

• Corporate: Standard and unique Active Directory UIDs

• Restaurants: No individual restaurant identities

• Administration: Manual administration

U.S. > Global IAM2007 – Present

• Provisioning: Now automatically maintain 400k+ accounts (and growing) around the globe for corporate, restaurant, and franchisee identities

• Access: Controlled Internet access to Web apps

• Passwords: SSO, password synch, and self-service functions


Yum’s IAM JourneyBefore IAM

2005




• All corporate equity employees around the globe received an Active Directory (AD) account and Exchange mailbox

• Five separate AD domains

• Global AD account naming convention and naming uniqueness ensured via manual account requests and centralized ID generator application

• AD integrations for some enterprise applications

• No individual restaurant accounts; role-based shared accounts only for in-restaurant point of sale and back of house applications


Yum’s IAM JourneyEarly U.S. IAM

2005 - 2007

• Early IAM Research: Role based access control research to gain administrative efficiencies

• IAM Business Case Developed: Web-based benefits enrollment enabled for equity-based corporate and restaurant employees

Before IAM2005




• IAM was being researched for possible role based access control (RBAC) benefits when a business case suddenly developed

• IT told the U.S. business that it would provide Web-based benefits enrollment

• Suddenly ALL U.S. equity restaurant employees required an optional centralized account


Yum’s IAM Journey

8

U.S. > Global IAM2007 – Present

• Provisioning: Now automatically maintain 400k+ accounts (and growing) around the globe for corporate, restaurant, and franchisee identities

• Access: Controlled Internet access to Web apps

• Self Service: SSO, password synch, and self-service functions

• Provide Internet access to key internal Portal and other Web applications via Tivoli WebSEAL and IBM Tivoli Access Manager (ITAM)

• Migrated from multi-domain AD to ITAM LDAP as enterprise application directory, which increased the scope and criticality of user provisioning

• User provisioning and password synchronizations to third-party hosted Software as a Service (SAAS) Web applications

• Provision equity and franchisee restaurant crew employee accounts around the globe for access to key, strategic, global applications

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How Did IAM Become Global At Yum?

9

Key global Web applications became strategic Yum global initiatives across brands (e.g., learning management, hiring management)

For the first time, restaurant crew-level associates around the globe required individual identity credentials to access global and brand-based applications


The Business Challenges

10

• Technology to the restaurants– Strategic global Web

applications– Brand-based Web applications

• Outsource application hosting

• Provide rapid and accurate access to resources

• Reduce costs


The Operational Challenges

11

• Dynamic staffing environments– Thousands of restaurants around

the globe– Average ~30-40 associates per

restaurant – High restaurant employee turnover

• High franchise-to-equity ownership ratios

• Outsourced application hosting models


How Does IAM Meet the Challenges?

12

• Automates the creation, modification, and deletion of widely distributed equity and franchisee account data

• Enables global access to applications

• Provides one user account and one password per equity and franchise associate

• Enables password synch, password self-service, and (new) single sign-on services


How Do We Do It?

13

Ha – One of our team whiteboard talks on the “New Hire” process


How Do We Do It?

14

ITIM Provisions to Managed Endpoints by Policy

ITIM LDAP AD

ITAM LDAP

Voice MailEmail

CollabApp

Market LDAPs

Attribute Data

Learning App

Hiring App

= Internally Hosted

= Externally Hosted

ITIM

App LDAPs


How Do We Do It?Provisioning Inputs

ITIM

Franchisee Batch

UploadsUP Web Services

SFTP Server

= Internally Hosted

= Externally Hosted

Equity HR App Data

Various Apply for Access Apps

International ITIM

BOH Real-Time

Processing

Restaurant Inventory

App

TDIs

= Internal Collection

Batch Feeds

Real-Time 24/7/365

Custom throttli

ng

applicatio

ns

Perform

ance

considerations

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How Do We Do It?Web Services – The Glue That Binds

• In our early stages of IAM, we provisioned only equity-based user accounts for access to brand-based Portal applications

• Our HR system was our authoritative source for equity-based corporate and restaurant employee information

• With the growth of features, function and popularity of our brand-based Portal applications, we suddenly needed a way to grant access to franchisee employees

• We had no authoritative source for franchisee employee information

• Java-based Web Services enabled franchisees to submit their data to us through apply-for-access Web applications, batch data feeds, and in-restaurant HR application integrations

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How Do We Do It?Web Services – The Glue That Binds

• Today, with the growth of Web Services correlating directly with the growth of IAM, custom-built Web Services play a crucial role in our global provisioning environment

• Creates and tracks a behind-the-scenes “Global Person Number” (GPN) for every individual to follow them indefinitely through rehires and across organizations (separate from their transient logon IDs)

• Transfers attribute data to attribute data stores

• Enables password synch and self-service operations

• Provides over-the-Internet authentication services for third-party hosted Web applications

• (New) Enables near real-time provisioning services from restaurants to third-party Web Applications

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How Do We Do It?

18

Ha – Another One of our team whiteboard talks on the Web Services process


How Do We Do It?

19

ITIMWeb Services

AD

Learning App

Password Synchronizations

ITAM

= Internally Hosted

= Externally Hosted


International ITIM

Self-Service

App


How Do We Do It?

20

Password Self-Service

Learning App

Self Service

Web App

= Internally Hosted

= Externally Hosted


ITIM

Hiring App

ITIM WSWrappers

Self-Service

WS

Links to Web App

Web App with Forgot Password

and Challenge Response Questions

Links to Web App


How Do We Do it?

21

• All ITIM accounts have corresponding ITAM accounts

• WebSEAL/ITAM provides access to internal resources via junctions– Authentication required– Authorization to follow junctions

occurs via ITAM policies per membership in designated ITAM LDAP groups

• Decentralized WebSEAL/ITAM deployment and support strategy

Access Management


• IAM has enabled automatic user account provisions, password synchronizations, and password self-care operations to hundreds of thousands of clients around the globe which provides 24/7/365 access to key, strategic, global applications

• Very high IAM utilization levels– Current monthly average metrics:

• 27,467 user accounts added• 75,204 user accounts modified• 16,575 user accounts deleted

• Lean and efficient FTE staffing model to support the IAM environment with staff augmentation support as needed

Yum’s IAM Successes

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• Very low downtime tolerance:– Our IAM processes support core global, strategic initiatives 24/7/365 – Scheduling downtime maintenance windows has become very challenging– We overlooked early opportunities to lock-in routine maintenance windows. Now

we’re reviewing options to increase resiliency even further to lessen our already low downtime occurrences.

• Provisioning:– Automated provisioning is very logical. To succeed, business partners must

be involved in workflow designs.– Batch provisioning eventually takes too long for the business. Real-time /

near real-time provisioning becomes required.

• Password Self-Service:– Password self-service operations are heavily utilized. Helpdesk calls are

substantially reduced. – But once it’s in place, password self-service must always work. It quickly

builds organizational and operational dependencies.

• Password Synch, SSO, Etc.– Regardless of possible assumptions or directions from project leads to the

contrary, every new provisioning project to a third-party hosted application will likely and eventually require a single sign-on, password synch, LDAP integration, or similar service.

– There is becoming an increasingly low tolerance within the organization for multiple passwords per logon account.

Lessons Learned

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Closing Comments

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Questions

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