For businesses reeling under the effort and costs associated with help-desk-assisted account unlocks and password resets, self-service is a great solution, as it empowers end users to solve their own IT problems. However, some businesses stay away from deploying a self-service solution due to security concerns. For example, even though it is tedious for the help desk to maintain up-to-date profile information of every user in Active Directory, organizations may not allow end users to update their own profile information in Active Directory for fear of losing control over security and data consistency.
ADSelfService Plus, an integrated Active Directory self-service password management and single sign-on solution, ensures organizations maintain their security stance by enabling admins to review and approve users' self-service actions, such as updating their profile information or resetting their password.
Help desk software with an approval workflow feature, such as ADManager Plus, is required for the review and approval process. The approval workflow rules set by the admin in the help desk tool determine who can review and approve the self-service requests. In ADManager Plus, admins can create and modify any number of self-service approval workflow rules for different types of requests. For all self-service actions, admins verify users’ identities by configuring security questions based on Active Directory attributes. Once ADSelfService Plus is integrated with ADManager Plus, users' self-service actions are taken as requests instead of being directly updated in Active Directory.
By enabling an approval workflow for self-service password reset and account unlock actions, admins can give help desk technicians the ability to review and approve user activities. Identities are verified using a set of security questions based on Active Directory attributes, such as "What is your mobile number?" and "What is your department name?" Here’s how the approval workflow model works for self-service password reset and account unlock requests:
Details like who created the request, who approved the request, and when the request was approved are recorded in reports for later use. Users can view the status of their request by logging in to the self-service portal of ADSelfService Plus.
Approval-based self-service gives admins control over users’ self-service actions and ensures that they are handled in a secure, consistent manner.
Users can create requests on their own without having to call the help desk. This significantly reduces the costs associated with users calling the help desk to submit IT service requests.
Admins can enforce a self-service approval workflow for one set of users based on their OU or group membership. That is, they have the option to give certain users, like those in the managers OU, a pure self-service experience by excluding them from self-service approval.
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