The economics that sent identity service desk work offshore for two decades have just reversed.

 
For most organizations, the model made sense on paper, but it couldn’t account for the quality gap: backlogs that never clear, engineers buried in repetitive tickets instead of fixing root causes, and compliance exposure building quietly in the background. 
 
AI changed what’s possible. A smaller team of deep IAM specialists putting AI to work now outperforms what a large offshore operation once handled—at the quality level regulated industries actually need. 
 
Novacoast COO Eron Howard wrote about why the math changed and what the new model looks like in practice. 
 
Read the full article: https://novacoast.com/blog/the-economics-that-sent-your-identity-service-desk-offshore-just-reversed/ 
 
Is this something your identity team is dealing with? Contact me today.