SureStep delivers a dedicated support pod for IBM OpenPages—trained on your business, your processes, and your unique configuration. Our enhanced support model provides a cost-effective, highly skilled extension of your team, ensuring your OpenPages environment operates reliably, evolves continuously, and supports your risk and compliance functions with precision.
.webp)
Accelerating GRC Operations through SureStep Enhanced Support
How a Global Business Services Provider Reduced Costs and Improved Agility with Expert OpenPages Support on IBM Cloud
The Challenge: Keeping OpenPages Effective as Demands Accelerate
Risk and compliance organizations rely on IBM OpenPages as a core system of record for policy management, operational risk, issues and actions, internal controls, third-party risk, model governance, and regulatory compliance. As regulatory expectations intensify and business processes evolve, the demand for platform changes, enhancements, integrations, and user support continues to grow.
Most organizations struggle to keep up. Internal IT teams are often capacity constrained, lack deep OpenPages expertise, or are removed from the day-to-day realities of risk and compliance operations. As a result, configuration work slows, enhancement backlogs grow, and temporary workarounds become permanent. Over time, technical debt accumulates, user confidence erodes, and OpenPages drifts away from how risk is actually managed across the organization.
Why an Expert OpenPages Support Model Is Required
OpenPages is a powerful and highly configurable platform, but it is not self-managing. Configuration decisions directly affect workflows, data quality, reporting, and regulatory outcomes. Without experienced practitioners, organizations encounter recurring issues, inconsistent design patterns, and stalled adoption across business teams.
- Scalable, predictable support capacity without adding permanent headcount
- Consistent triage and resolution of issues before they impact users
- Ongoing implementation of enhancements as business and regulatory needs change
- Specialized OpenPages expertise across modules, releases, and configurations
- Continuity of knowledge that avoids repeated ramp-up and rework
- Reduced dependence on ad hoc or overstretched IT teams
- A platform that evolves in step with business priorities and regulatory expectations
SureStep’s Enhanced Support for IBM OpenPages
SureStep’s Enhanced Support embeds a dedicated consulting pod that understands your OpenPages environment end to end. The team works across deployed modules, workflows, data models, security structures, and governance processes to provide hands-on operational support and continuous improvement.
- Configuration changes and enhancements
- Defect triage and resolution
- Release coordination and upgrades
- Day-to-day OpenPages operations
- Direct partnership with risk and compliance teams
- Process refinement and usability improvements
- Increased user adoption and platform alignment to how risk is managed
SureStep can operate as an execution-focused extension of your team, provide advisory oversight and quality assurance, or deliver a hybrid model that adapts as needs evolve. The same approach applies across on-premises deployments, IBM-managed cloud environments, or SureStep-hosted platforms, ensuring continuity and stability regardless of deployment model.
Working Alongside IBM Support
IBM Support plays an important role in addressing product defects and providing fixes at the software level. However, it is inherently reactive and limited to product issues. It does not manage configuration backlogs, translate business requirements into working solutions, or own the operational health of an OpenPages implementation.
SureStep complements IBM Support by owning the layer above it. We manage issue intake, prepare diagnostics, coordinate escalation when required, and apply resolutions within the context of your specific configuration. More importantly, we address the root causes that never reach vendor support: design gaps, process misalignment, usability challenges, and accumulated technical debt.
Driving Measurable Value with a Dedicated OpenPages Support Pod
Organizations using SureStep’s Enhanced Support achieve faster turnaround on changes, reduced operational burden on internal teams, and a lower total cost of ownership over time. Enhancements are delivered predictably, issues are resolved before they escalate, and the platform remains aligned with evolving regulatory and business needs.
Most importantly, risk and compliance teams are freed from platform complexity. Instead of managing tickets, chasing fixes, or working around system limitations, they can focus on outcomes such as stronger governance, clearer insights, and more effective risk management. Enhanced Support transforms OpenPages from a system that must be maintained into a platform that continuously delivers value.
Strategic, Collaborative Partnership with IBM for over 15+ years
IBM consistently trusts SureStep with clients that require a design-led, detail-driven approach to IBM OpenPages & IBM watsonx.governance implementations. Our work is grounded in understanding the business first, its risk posture, operating model, and governance expectations, and tailoring risk platforms to meet those requirements with precision.
SureStep and IBM maintain an active, collaborative relationship that extends far beyond delivery. Our teams meet frequently with IBM’s product organization, participate in customer advisory boards, and engage directly with product management to provide insight, feedback, and forward-looking guidance.
We also work closely with IBM Expert Labs, supporting their engagements and jointly shaping implementation approaches for complex clients. This ongoing collaboration ensures SureStep remains tightly aligned with IBM’s roadmap, best practices, and emerging capabilities, directly benefiting the organizations we support.
