Phase 1: Forms-based helpdesk delegation to non-skilled staff (2 days on average)

The phased approach used by Tools4ever starts with the network and the IT management department. After an inventory of the current user management tasks, all manual and script-based actions will ultimately be recorded in UMRA.

After the user management tasks have been recorded in UMRA projects, electronic forms are linked to these scenarios. This makes it possible to delegate user account management tasks by having non-skilled employees use the secure forms (Helpdesk Delegation).

Manage user account without elevated privileges

It is now possible to let non-skilled employees create, edit and remove user accounts and reset passwords for end users using UMRA, without having elevated privileges or knowledge of complex user account management tasks. UMRA provides support for most applications, systems and platforms so user account changes can be implemented by non-technical employees across multiple platforms.

Fully operational environment within two days

Tools4ever’s consultants have access to a library containing a wide range of customizable projects and forms, allowing users to perform virtually every user management task. Through its approach comprised of a standardized questionnaire, an experienced consultant and a library containing hundreds of user management scenarios, Tools4ever can deliver a fully operational environment within two days that directly allows non-technical employees to perform user account management tasks without elevating privileges in AD.

Please note that the estimated two-day period assumes a typical Windows-based network configuration -AD, Exchange and NTFS -containing 1,500 user objects and form-based user management.

Delegated User Provisioning

Once the first phase has been completed, UMRA will contain all the forms needed to have user management tasks carried out by a non-technical Service Desk (SD). The SD staff has access to a set of electronic forms and can select, for example, a form for adding a network account for a new employee. The SD member will be presented with the options he has been permitted to view, as defined in UMRA’s security matrix. For instance, an SD member may only be allowed to create accounts for employees for the New York or London branch but not for other company locations. After the SD member has entered details such as the name and address, the start and end date for contracts and privilege and application profiles, he or she can click the OK button, initiating the activity. UMRA will then perform all the tasks across the network required to create the user account according to the SD member’s input and in compliance with company policy.

Click here for a list of examples of user management tasks that can be delegated.