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Acti­ve Direc­to­ry Help Desk Delegation

Nov 22, 2019 (Letztes Update) | Posted by Matthias Rudolph | General |

 

When com­pa­nies and orga­niz­a­ti­ons grow, tasks in Acti­ve Direc­to­ry grow with them. But a lot this work is stan­dard user data manage­ment — some­thing you could dele­ga­te to your Help Desk — some­thing that saves you a lot of time, cos­ts and effort.

 

Index

  • 1 Recur­ring Tasks in Acti­ve Directory
  • 2 Shared Tasks bet­ween AD Admins and Help Desk
  • 3 Set­ting up Help Desk Dele­ga­ti­on of AD Tasks
    • 3.1 One Help Desk Role for All
    • 3.2 Empower the Help Desk to Reset Pass­words and Unlock Accounts
  • 4 Bene­fits for IT and Business
  • 5 Get your test licen­se now

 

Recur­ring Tasks in Acti­ve Directory

When their num­ber of stan­dard tasks incre­a­ses, dai­ly work beco­mes cum­ber­so­me for AD admins. The­se are recur­ring tasks like the crea­ti­on of user accounts or the reset of user pass­words. The more time AD admins spend with this kind of work, the less time they have for important tech­ni­cal issues.

With the First­Wa­re IDM-Por­tal you can empower Non-AD admins to main­tain Acti­ve Direc­to­ry data in a very user­friend­ly way. The Dele­ga­ti­on can be set up easi­ly and secu­re with pre­de­fi­ned roles. All actions (who did what) are docu­men­ted in a trans­pa­rent, trace­ab­le and easy to read Logging/Audit.
 

Shared Tasks bet­ween AD Admins and Help Desk

Sharing tasks bet­ween AD admi­nis­tra­tors and Help Desk can be easi­ly imple­men­ted. What attri­bu­tes a Help Desk tech­ni­can can read or wri­te and what tabs are visi­ble depends on his per­mis­si­ons. For pers­mis­si­on and access manage­ment the per­son in char­ge should have at least basic AD know­ledge. But stan­dard user data tasks can be even car­ri­ed out by non-IT data admins that do not have any Acti­ve Direc­to­ry skills — pos­si­ble through the self-explana­to­ry web inter­faces. This allows you to easi­ly dele­ga­te AD tasks to Help Desk, HR staff or an assis­tent in each department.

ActiveDirectory-Helpdesk-AD-Admin-shared-tasks

 

Typi­cal tasks for Acti­ve Direc­to­ry Help Desk delegation:

  • Crea­te, edit and dele­te user
  • Dis­able user accounts
  • Reset pass­words
  • Upload user pictures
  • Rena­me user
  • Chan­ge pho­ne numbers
  • Move User objects to ano­t­her OU
  • Mana­ge group mem­bers­hips of a user
  • Crea­te, edit and dele­te groups

The crea­ti­on, modi­fi­ca­ti­on and dele­ti­on of objects can also trig­ger other actions. If you want to crea­te or mail­bo­xes or move home­dri­ves after chan­ging a user object, you can auto­ma­te the­se actions with IDM-Portal.
 

Set­ting up Help Desk Dele­ga­ti­on of AD Tasks

For dele­ga­ting tasks with the IDM-Por­tal set up a Help Desk role. In this role you defi­ne which attri­bu­tes can be edi­ted and which fea­tures are enab­led. The Help Desk tech­ni­cans will see only rele­vant fiel­ds and tabs that are necessa­ry for his tasks, like account lock­outs and pass­word issues.
 

One Help Desk Role for All

For mul­ti­ple depart­ments, bran­ches or com­pa­ny sites, whe­re the local Help Desk has the same per­mis­si­ons, but is limi­ted to cer­tain OUs for examp­le, you can crea­te a gene­ral role. Based on a group mem­bers­hip, an attri­bu­te or a spe­ci­fic OU scope, it will be auto­ma­ti­cal­ly detec­ted whe­re the respec­ti­ve Help Desk staff is allo­wed to access. Whe­ther you crea­te one or more roles for the Help Desk of cour­se also depends on your requirements.

If you want to know more about set­ting up roles, plea­se con­ta­ct us. The­re are various way of imple­men­ta­ti­on. It is important to take the one that meets your spe­ci­fic requi­re­ments best.
 

Empower the Help Desk to Reset Pass­words and Unlock Accounts

If the role is defi­ned, the Help Desk employees sim­ply open the First­Wa­re IDM-Por­tal web­site in his brow­ser. Due to Win­dows inte­gra­ted aut­ho­riz­a­ti­on, the web­site is pro­vi­ded to him with a role-based per­so­nal view — without log­ging in (SSO). The tech­ni­can gets access to its user, groups and all sorts of tasks.  He can immediatly main­tain users and groups he is in char­ge of. The­se can be objects wit­hin one or several OUs or objects that belong to him due to some fil­ter rule.

Note: For the con­fi­gu­ra­ti­on of roles and to estab­lish AD auto­ma­ti­on, you need the stan­dard ver­si­on of First­Wa­re IDM-Por­tal. (tell me more)
 

Bene­fits for IT and Business

The grea­test advan­ta­ge in AD Help Desk Dele­ga­ti­on is that it speeds up many pro­ces­ses. On top of that it dra­ma­ti­cal­ly redu­ces the work load for the AD Admi­nis­tra­tors. Users can sub­mit a ticket, that is direct­ly pro­ces­sed by an Help Desk tech­ni­ci­an — without having the task being for­war­ded to the IT depart­ment and done by a third per­son. This way pro­ces­sing time can be signi­fi­cant­ly redu­ced . Bes­i­des the Help Desk staff, chan­ges in the AD could be also car­ri­ed out by mana­gers, assi­stants or the HR depart­ment.  A pas­sing around of data can be avoided and thus the risk of incor­rect data in Acti­ve Directory.

The Bene­fits:

  • Acce­le­ra­ted Processes
  • Redu­ce the work load on the AD Administrator
  • Lower wai­t­ing times for end users
  • Non-IT employees can help themselves

Helpdesk-erstellt-User

Get your test licen­se now

You can test First­Wa­re IDM-Por­tal 2017 Smar­tEdi­ti­on for 30 days and see if it fits your needs. We are hap­py to pro­vi­de you with fur­ther information.

Artikel erstellt am: 18.04.2016
Tags: DelegationHelp DeskRBACShared Tasks
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