When “Shadow IT” no longer lives in the shadows, it’s time to embrace the technical value! Users can bring this value by utilizing the IT-sanctioned self-service tools.
The advent of the cloud has invigorated the notion that users can do a lot of things themselves without the help of IT. Originally referred to as “Shadow IT”, these tech-savvy users find ways to work around IT limitations. But in some cases, your user base wants to address their problems on their own. But, they can’t – because there is no solution for them to leverage.
Read more: Automate Membership of a Shadow Group
Consider the combination of an IT organization shifting toward cloud-based applications and platforms. This will also put it closer to offering services rather than having to manage themselves. Further, it has a mixed user base willing to address issues themselves if provided with the right toolsets. Having all this in mind, it becomes evident that offering self-service is a viable option.
When we say self-service, we certainly don’t mean “Go ahead, users! Do whatever you want!”
In fact, we’re talking about providing IT-configured and sanctioned toolsets that enable users to address some of the more basic IT needs. These include:
- Password Management – ‘Forgotten passwords’ still rank high in the list of reasons why helpdesks get so many calls. Self-service password management allows users to securely validate themselves. This enables them to reset their password without involving IT.
- Profile Management – Users want to have their information updated that shows up in the Global Address List. This includes phone, title, or address. This is an obvious one, as a user should be able to update their own information via a self-service portal.
- Access Management – Users wanting to access an application or data within a shared folder could use self-service. This will also enable them to request access. This process involves ‘reviewed and approved group membership changes’ handled behind the scenes.
Benefits of having a Self-Service Portal
There are a few benefits found when IT utilized the self-service portal toolsets:
- Efficiency – Users can address issues via a self-service portal quicker than by calling the helpdesk. They can save time on submitting tickets, waiting in a queue, and having their issue resolved.
- Accuracy – Self-Service applications can provide users access to applications, data, and resources. In a self-service portal, users can identify the specific access required. Using an automated workflow, they can request access to the exact resources. They can later enjoy the precise privileges based on defined parameters. This ensures users are only granted what’s appropriate and nothing more!
- Delegation – Most self-service applications help in some form of a delegation. This allows those closest to the user request to approve user-requested changes. Who are these people? They can be supervisors, department heads, line of business owners, etc.
Though there are a few IT shadows left, the desire to self-manage the fundamental IT issues remains!
A robust self-service toolset makes the process of tackling passwords, profiles, and access needs far simpler. It streamlines everything for those concerned.
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