System Access Requests
Integrify makes it possible for IT service departments to support PC, telephone, building, network, and system access requests.
The Challenge
Company offices span several locations worldwide. Employees send help desk requests by email, phone, and various other channels, creating confusion. IT support teams then must evaluate and forward the request to the right group. Each location has a unique set of services, making IT requests difficult to assign correctly. Multiple vendors and contracts complicate the maintenance of fax machines, printers, copiers, phones, and PCs. The process is slow, inefficient, prone to mistakes, and hard to track.
The Solution
Using Integrify, the processes are now completely automated. Employees use a PC web browser to submit and check on the status of help desk requests. They know who is handling the request and who approved it. The application uses business rules to determine the group responsible for the technologies or services and then routes the request automatically through the proper approval channel. The IT Support team receives the approved request for fulfillment.
The Implementation
Assign administrators to Integrify to implement the process rules and any forms that will be used to gather information. Integrify automatically executes the web and email approval notifications to the appropriate personnel, reducing the chances of confusion while maintaining the current status of the request. For example, an employee needs to submit a request to access Oracle Financials. The request goes directly through the pre-defined approval process via e-mail. All approvals are documented.
Meanwhile, the company's IT managers and Systems Administrators are notified. Telephone or computer service requests, on the other hand, are evaluated and automatically assigned to the system admin in the appropriate location as business rules intelligently and automatically guide the request.
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