SoCura GmbH choses Identity Management with OMNITRACKER - A drastic relief of Service Desk

NUREMBERG, Germany - April 26, 2013 - PRLog -- The decision relies on a product screening of various specialist providers on the subject. However, this would have caused unacceptable costs, partly per AD-entry, among others.

SoCura supervises many offices in Germany – changes of the employees’ user profiles, for example new adjustments, have so far been based on paper work and were handled manually. The goal was the introduction of an efficient Identity Management, in particular the change from the previous processing method with Word forms to workflow-based processes using the well-proven OMNITRACKER automatisms.

In the future, requests should be comprised by the offices themselves via OMNITRACKER Web Gateway, with all necessary information being progressed systematically and completely. Via an approval process it is ensured that the new user receives all required access and use permissions. Upon approval, OMNITRACKER will automatically create a new user in the AD, change his/her access permission and/or reset the single sign-on password.    

"We want to expand OMNITRACKER as the leading system step by step, as opposed to our ‘Active Directory‘. Our Service Desk employees will therefore be disburdened noticeably of routine tasks“, says Patrick Rischar, customer project manager.

Solution
The already existing ITILv3 certified Process "Request Fulfillment" in the OMNITRACKER ITSM Center is being used as a basic
process, whereas the forms for recording and process inquiries were adjusted and the workflows were simplified. Change requests should be accepted with the Windows and Web client.

For self-service processes there exists a central web address that chooses various types of applications in the support portal via a shortcut.  These requests include among the creation of new users, permission changes, password resets, the applying, modifying and viewing of mobile phone contracts as well as the reporting of mobile phone incidents, e.g. a defective mobile phone. The mobile phone interference will be operated as a fully automated process
between SoCura and the mobile service provider.

The automatically filled OMNITRACKER forms replicate existing Word forms electronically step by step. Users and Service Desk employees do generally not need to get used to a different structure of the information to be entered. Mandatory fields ensure that all necessary information will be included.
Approvals to be obtained by a competent supervisor will now be simplified by a change of responsibilities and the thus connected E-Mail notification.

Besides the form design, the remit was to implement the desired automatisms.  These access the existing information of the AD which will be synchronized by a nightly import / export with OMNITRACKER, e.g. the login name of the users, the users’ own home account, initial password and authorizations for the usage of certain software or network drives.

Upon generating and storing all the information at OMNITRACKER, it will be printed automatically and forwarded to the user as a so-called initial letter based on a SAP Crystal Report.

After close examination, the Identity Management and the Mobile Contract Management could be transferred to the production environment in compliance with the planned budget and time frame.

Forecast
Reuse of process components and contractually guaranteed release compatibility encourage further business processes within the Maltese Group.