Workflow Management

Self-service for user account management

Consumers have an increasing number of options available for arranging their affairs online. Examples are; arranging an insurance policy online, tracking the status of an order or resetting a password. Although arranging an insurance policy online is much more complicated from a technical point of view than managing user accounts, in some organizations it can take days before a request for a user account is acted on and completed. The reason is that the process involves a number of parties (the helpdesk, second-line and third-line support, application managers) as well as a broad range of applications and systems (Active Directory, Exchange, the helpdesk system, the phone directory, the PBX and numerous other business applications). Then, when new employees are finally able to log in, more often than not the user privileges and applications required to perform their daily tasks will be unavailable.

Tools4ever recognizes this problem and offers integral self-service capabilities for user account management. Since many requests have to undergo an approval cycle, workflow management, combined with self-service capabilities is crucial. For example, when employees request access to a business application, their manager first has to approve their request, then forward it to the application manager. When the request has been approved, the resulting changes must be implemented automatically in the target system.

More info on Identity Management WFM

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