Managing secure access to applications is a responsibility that often lands squarely on engineering teams. But as more organizations adopt Identity-Aware Proxies (IAPs), it’s becoming clear that non-engineering teams—like IT or operations—also need runbooks to streamline their workflows.
A well-crafted runbook empowers these teams to handle access issues and policy updates without repeatedly escalating tasks to engineering. In this guide, we’ll break down what an IAP runbook looks like for non-engineering teams, why they are essential, and how to set one up that’s both effective and scalable.
Why Identity-Aware Proxy Runbooks Matter
An Identity-Aware Proxy adds a layer of security by validating users’ identity and context before granting access to applications. But even with robust systems in place, managing access policies, resolving login issues, or handling exceptions can become repetitive and time-consuming—especially when non-engineering teams are left out of the equation.
With IAP runbooks, non-engineering teams:
- Gain autonomy in managing access and troubleshooting common issues.
- Reduce dependency on developers for routine tasks.
- Minimize downtime and bottlenecks caused by access-related issues.
A structured approach ensures problems are resolved consistently while maintaining compliance and security practices.
Key Sections of an IAP Runbook
An effective Identity-Aware Proxy runbook is clear, actionable, and easy to follow. Below are the elements you should include:
1. Overview of the IAP Setup
Start with a high-level description of the system:
- What applications are protected by the proxy?
- Which identity providers (e.g., Google Workspace, Okta) are integrated?
- What kind of traffic does the IAP monitor and control?
Providing this context helps non-engineering team members understand the system’s scope and purpose.
2. Access Control Policies
Document how access permissions are managed:
- How roles align with user groups (e.g., admin vs. read-only).
- Steps to add or remove users from groups.
- How to handle role changes or user offboarding securely.
Include screenshots or CLI examples where applicable to simplify tasks.
3. Common Scenarios and Resolutions
Cover scenarios that non-engineering teams are most likely to encounter:
- Problem: A user can’t access an internal app.
- Resolution: Check group membership, confirm the identity provider sync, and validate session activity through the IAP logs.
- Problem: An application needs temporary override access.
- Resolution: Outline steps to create a temporary access policy and define when it expires.
- Problem: Detecting and revoking suspicious user activity.
- Resolution: Walk through session log review and revoke the user’s token.
Make sure each scenario is clear, step-by-step, and easy to reference.
4. Auditing and Reporting
Explain how team members can monitor compliance:
- Access logs: Where to find them, how to export them, and what to watch for.
- Policies: Periodic review schedules to ensure they align with organizational needs.
- Alerts: Setting up notifications for unusual activity or unauthorized access attempts.
Provide examples of dashboards or alerts to give teams immediate visibility into key metrics.
5. Escalation Pathways
Not all issues will be solvable by non-engineering teams. Define when and how to escalate:
- What technical details should be collected before escalation.
- Contact points for engineering teams or external providers.
- The expected SLA (Service Level Agreement) for escalated issues.
Clear escalation paths prevent confusion and wasted time when larger problems arise.
Making Runbooks Accessible and Actionable
The foundation of any runbook is accessibility. Complicated or disorganized documentation won’t serve the intended purpose. To ensure clarity:
- Host the runbook in a centralized, well-documented repository.
- Use headings, bullet points, and visuals to break down information.
- Tag tasks or sections with relevant team roles for accountability.
- Regularly review and update to reflect system changes.
If you’re not confident in automating documentation workflows, tools like Hoop simplify the process of writing, storing, and sharing runbooks so teams can focus on execution instead of maintenance.
Set Up Your IAP Runbook in Minutes
Non-engineering teams play a crucial role in securing systems and keeping processes moving smoothly. With a clear Identity-Aware Proxy runbook in place, they can confidently manage access, troubleshoot common issues, and escalate effectively—all while minimizing dependencies on engineering bandwidth.
Seeing this in action is easier than you think. With Hoop, you can create an actionable IAP runbook in minutes and provide everyone with the tools they need to succeed. Experiment with it today to empower your teams and streamline your workflows.