Manage the Active Directory in the Service Desk
Build and maintain your Active Directory with good data.
- Actively maintaining the Active Directory is a difficult task that only gets more difficult with issues like stale accounts and privilege creep.
- Adding permissions without removing them in lateral transfers creates access issues, especially when regulatory requirements like HIPAA require tight controls.
- With the importance of maintaining and granting permissions within the Active Directory, organizations are hesitant to grant domain admin access to Tier 1 of the service desk. However, inundating Tier 2 analysts with requests to grant permissions takes away project time.
Our Advice
Critical Insight
- Do not treat the Active Directory like a black box. Strive for accurate data and be proactive by managing your monitoring and audit schedules.
- Catch outage problems before they happen by splitting monitoring tasks between daily, weekly, and monthly routines.
- Shift left to save resourcing by employing workflow automation or scripted authorization for Tier 1 technicians.
- Design actionable metrics to monitor and manage your Active Directory.
Impact and Result
- Consistent and right-sized monitoring and updating of the Active Directory is key to clean data.
- Split monitoring activities between daily, weekly, and monthly checklists to raise efficiency.
- If need be, shift-left strategies can be implemented for identity and access management by scripting the process so that it can be done by Tier 1 technicians.
About Info-Tech
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We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
Need Extra Help?
Speak With An Analyst
Get the help you need in this 2-phase advisory process. You'll receive 5 touchpoints with our researchers, all included in your membership.
Guided Implementation 1: Maintain Your Active Directory With Clean Data
- Call 1: Scope requirements, objectives, and your specific challenges.
- Call 2: Create organizational unit structure and policy.
- Call 3: Build monitoring and audit checklists. Design project metrics.
Guided Implementation 2: Build Active Directory Workflows
- Call 1: Design Active Directory workflows.
- Call 2: Shift-left strategy.
Contributors
- 4 anonymous contributors
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Reduce Shadow IT With a Service Request Catalog
Build a Service Desk Consolidation Strategy
Design a VIP Experience for Your Service Desk
Improve Service Desk Ticket Intake
Improve IT-Business Alignment Through an Internal SLA
Implement Systems Management to Improve Availability and Visibility
Build a Chatbot Proof of Concept
Incident Management for Small Enterprise
Analyze Your Service Desk Ticket Data
Deliver a Customer Service Training Program to Your IT Department
Accelerate Your Automation Processes
Build an ITSM Tool Implementation Plan
Right-Size the Service Desk for Small Enterprise
IT Service Management Selection Guide
Manage the Active Directory in the Service Desk
Staff the Service Desk to Meet Demand
Define Service Desk Metrics That Matter
Improve Service Desk Ticket Queue Management
Transform Your Field Technical Support Services
Define Requirements for Outsourcing the Service Desk
Take Action on Service Desk Customer Feedback
Transition Projects Over to the Service Desk
Build Better Workflows