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.
- 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.
Manage the Active Directory in the Service Desk Research & Tools
Start here – read the Executive Brief
Read our concise Executive Brief to find out why
you should manage your Active Directory in the service desk, review Info-Tech’s
methodology, and understand the four ways we can support you in completing this
1. Maintain your Active Directory with clean data
Building and maintaining your Active Directory does not have to be difficult. Standardized organization and monitoring with the proper metrics help you keep your data accurate and up to date.
2. Structure your service desk Active Directory processes
Build a comprehensive Active Directory workflow library for service desk technicians to follow.