If you like re-inventing the wheel please don't read any further. If you want to learn how to do something from the people who have done it before then this page is for you.

If you want to speed up your implementation, then getting support is for you.

If you have a problem you can't get your head round, a quick call could save you weeks of frustration.

Most of the Identity Management vendors have a way of getting knowledge about their products to you:-

• Training Material/Courses
• Implementation Partners/Experts
• Knowledgebase
• Support Contract
• Project Reviews (Milestone or Gateway reviews) for larger projects

Why is training the first thing to get cut from a project when budgets are tight? I've never understood this and no amount of argument is going to change my view. Reading a manual for a COTS (Commercial Off The Shelf) application is all well and good, but when it comes to a complex Identity Management product that is going to be used to manage your enterprise proper training is going to allow your staff not only to provide the right level of support, but to also input to the development, to ask properly directed questions and will allow your hired expertise to concentrate on the more complicated parts of the project.

Most of the major vendors have some form of information on their website (knowledgebase) for you to access for free. Use these sources - just because they are don't cost anything doesn't mean to say they have no value.

You may already have a support contract with the vendor. Using it during a project may be necessary of you think you've found an "undocumented feature" (or bug) with their software. If you have, the vendor should be willing to work with you to get a fix. If they can show that it's not a bug, then some will help you to a solution anyway. It is worth noting that this facility should not be abused in replacement for a lack of training.

The implementation partners and experts are there for you to call on and use. You probably put out tender s for someone to deliver such projects. They are there to help. I have been on several phone calls where a client has been struggling for far too long to solve an issue or work out how to perform a particular task only to find out within minutes of talking to the expert how to do it.  Put your pride in the pickle jar where it belongs, pick up the phone, get your problem sorted and then go home and spend some quality time with the kids!!