A First Day Without Waiting: What Breaks Between HR and IT
Why new hires sit waiting for access on day one. The real problem is the handoff between HR and IT, not the technology. How to close that gap for good.
Read more→Scaling your service desk without hiring: when extra capacity makes sense
Sometimes you need extra service desk capacity, temporarily or for the long run, but a permanent hire does not fit. Here is how a remote service desk works as an extension of your own team, in your own ticket system and on your own processes.
Read more→ITSM maturity assessment: where does your service desk stand?
A practical maturity model for your service desk, from reactive to rule-driven. Find out where you stand, recognize the next level, and see how to move up a step.
Read more→ITIL request fulfilment without the ticket: a Microsoft approach
In ITIL, request fulfilment handles standard service requests. Many of those are about access. Here is how to map request fulfilment to attribute-driven assignment in Entra ID.
Read more→Scale your service desk without growing headcount
Ticket volume grows faster than budget. Here is how to absorb the growth by automating repetitive identity and license work, instead of adding a pair of hands every time.
Read more→Shift-left on the service desk: what to automate first
Shift-left means moving work to the earliest, cheapest point in the chain. Here is how to apply that to a Microsoft service desk: move repeatable access and license work to self-service and rules.
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