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Chicago ManageEngine User Conference - 2018
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Do you use ManageEngine ServiceDesk Plus?
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Have you integrated our Active Directory solutions with your ServiceDesk Plus?
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What ITSM tool do you use?
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How do you handle various Active Directory requests like user creation, enabling/disabling accounts, account unlock, etc.?
I have to juggle between different applications ( IT help desk software, Active Directory Users and Computers (ADUC) console, etc.) to get them done. I know this is not an efficient way but this is the only option we have,
Our IT help desk software is integrated with our AD management solution. This way, I can efficiently handle AD related tasks directly from my help desk portal.
AD requests don't fall under my domain. They are handled by a separate team.
How do you combat the numerous Active Directory password reset tickets that you receive on a daily basis?
I reset end users' passwords from ADUC console. However, when password reset tickets created in a bunch, even if they are just a few, it drags down both employees and help desk's productivity.
Our end users self-reset their Active Directory passwords from their Ctrl+Alt+Del screen. All these operations performed by users are automatically recorded in the help desk software. This removes unnecessary burden off my back but still gives me visibility into users' self-service actions.
Password reset requests can wait. I have other important tasks to do.
How do you go about provisioning user accounts for your new recruits in AD and other applications like Microsoft 365, Skype for business, Google Workspace etc?
I have to access each application separately and provision accounts for each recruit manually.
I have a user on boarding software which helps me provision user accounts in multiple applications like AD, Exchange, Microsoft 365, Skype for business, Google Workspace, and more at once.
I provision user accounts in all necessary applications directly from my IT help desk software console, as it is tightly integrated with our user on boarding solution.
How do you manage access (Group memberships / NTFS permissions) for privileged users?
I manage group memberships and NTFS permissions directly from my help desk tool, as it is integrated with our AD management solution.
I use ADUC and PowerShell scripts to manage users' group memberships, and file permissions.
I usually delegate these tasks using Active Directory delegation wizard to our security team.
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