Imprivata Digital Identity Platform 2022
Benefits & Challenges of Deep Adoption

For Deep Adopters, Optimism about Vision and Future Overshadows Current Challenges

The Imprivata digital identity platform is used deeply by a small portion of the vendor’s very large healthcare customer base. These customers have adopted multiple digital identity products from Imprivata and can offer insight into the platform’s readiness for the customer base at large. Despite real product challenges (specifically on the compliance side), the deep adopters interviewed by KLAS generally give Imprivata’s digital identity platform a thumbs-up due to their high confidence in Imprivata based on strong executive-level relationships. They do note a few opportunities for Imprivata to improve their implementation process and make resources available to help set customers up for success—one deep adopter had difficulty setting up the identity governance solution and wanted more help scaling the product; another has felt a lack of connection with Imprivata following the implementation and has not yet seen an ROI. A few deep adopters report that while they are optimistic about Imprivata’s innovation, they sometimes take a wait-and-see approach with new developments to ensure the technology is on par with other offerings in the market.

“Imprivata does pretty well in the modern workspace. In fact, the product works as well as anything else out there, from what I can tell. In the hybrid world that we live in now, Imprivata is the only game I see in town. Part of the reason that I would shop for anything else is that it has been over five years since we implemented this technology.” —CIO

“The product has changed the lives of our clinicians. They are happier today than they have ever been. . . . The product has been a game changer for our clinicians. The number-one goal of deploying Imprivata’s system was to enhance clinician satisfaction, and it most certainly has done that.” —CISO

“We can make our environment more secure, but doing that is not easy. One of our goals with Imprivata IAM Suite was to enhance security. We have done that by limiting the life of a session. I would love to trim time-outs even more to enhance our security, but that is like squeezing water out of a stone. We are in a very happy place with the product. The product gets us where we want to be, but I wish we could squeeze some more out of it. I am not sure how best to do that.” —CISO

Intrasuite Product Integration Still Early

Across healthcare, strong intrasuite product integration often lags when vendors rapidly expand through acquisition. Deep adopters of the Imprivata platform report varied experiences with integration between the vendor’s various products and modules. One deep adopter scored Imprivata a 9 (out of 9) for integration (both internal and external), describing integration as a strong point for the vendor. Conversely, a less-satisfied customer specifically highlighted identity governance as an area in which integration is lacking. However, based on Imprivata’s track record, deep adopters who report integration challenges are optimistic that improvements will come. General adopters are much less likely to be satisfied with Imprivata’s integration with external solutions, and some note that other IAM vendors they use don’t have as many integration challenges. In particular, general adopters using Imprivata’s drug diversion and patient privacy monitoring solutions are more likely to report integration challenges.

“To me, a perfect score looks like a system where everything will talk to itself, and we would know about everything that we have already built and configured for single sign-on and vice versa. Currently, we use a separate product for that. I did like the integration between the MFA and single sign-on functionality. That has worked out nicely. That integration has allowed us to rapidly deploy MFA. It is just the identity governance portion that is off on its own.” —CIO

Imprivata’s track record of customer success has been a key driver for the early deep adopters of the vendor’s digital identity platform. All respondents who shared their organization’s motivations for going deep with Imprivata cite prior experience with the vendor as a decision factor, and nearly all report a high level of partnership as the biggest benefit. Deep adopters receive a high level of involvement from Imprivata’s executive leadership team and report benefits from the technology in the form of convenience for their clinicians and automation of historically manual processes.

“A good thing about Imprivata is that their roots are in healthcare. They have obviously moved more to the security side, but they have always been there to help providers and enable what providers do. Partnering with Imprivata was a win for us. Our providers have a level of trust in Imprivata that other companies on the security side may not have. We looked at a bunch of nonclinical cybersecurity companies, but those companies did too much. We needed an identity governance system so that we could interface it with our ERP system and put in logins based on titles. Other companies wanted to sell us a complete suite of products, but Imprivata just sold us what we needed. That worked out well for us.”  —CIO