Technical Insights & Runbooks
Exploring the intersections of Identity Access Management, systematic technical support, and the future of enterprise security infrastructure.
Passkeys, Two Years In: What Your Enterprise Rollout Actually Looks Like
Passkeys were the future in 2024. By 2026 they're the present, the future, AND the helpdesk ticket about a lost iPhone all at once. A field report from the enterprise rollout trenches.
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What Your Manager Means When They Say 'Agent Identity'
Your company runs AI agents now. Those agents need to log in to things. The existing IAM stack — designed for people — handles this approximately as gracefully as a cat handles a bath. A practical primer.
Identity Governance in 2025, or: Why Your Service Accounts Are Still Calling From a Payphone
Identity Governance is having a moment. Meanwhile, half your service accounts haven't rotated a password since the second Obama administration. A field guide for the unglamorous middle.
Jira Service Desk Optimization, or: How I Learned to Love SLA Breach Forecasts
Scaling a service desk past a few thousand tickets a month surfaces every shortcut you ever took. Three patterns that move the needle without buying another dashboard.
Automating MFA Enrollment Without Becoming a Helpdesk Punching Bag
The technology side of MFA is solved. The human side is a thousand variations of \"I left my phone at home\". A walkthrough of the three changes that took our enrollment ticket volume from 'apocalyptic' to 'tolerable'.
From Helpdesk to IAM Analyst: The Roadmap I Wish I'd Had at the Start
Moving from end-user support into IAM is one of the most common upgrade paths in IT — partly because the work is adjacent, partly because hiring managers can pattern-match the resume in 30 seconds. Here's how to make that match easier for them.
Active Directory Hygiene: The Boring Security Win That Will Save Your Weekend
Across five years of post-incident reviews for credential-based breaches, 'the attacker used a dormant account' is in the top three root causes. The fix is unglamorous, cheap, and almost nobody does it on a schedule.
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