User account requests management

Before

An international company has several branches across different countries. Even though each branch has its own local IT administrators, all user accounts are managed by the centralized IT department.

User accounts management process consists of creation, editing and deleting user accounts. Following the process local IT has to submit request attaching Excel templates. For example, for each new user they filled out up to 4 separate Excel files with new user data, workplace data, mailbox and level of access needed for corporate services. After all files were sent by email to HQ IT the request was accepted. In case of any corrections needed the request went back to the applicant.

Therefore, it caused the following challenges:

• Local IT could use outdated templates
• Wrong or incomplete data in submitted requests
• There was no opportunity to submit request form through a mobile
• There was no SLA which led to delays in the process
• Lack of analytics on submitted applications

Solution

Single Power Apps application for local administrators and HQ IT department:

• Unified request forms
• Mandatory fields and data validation
• Using existing request as template for creating new one
• Request approval process by email
• Ability to track current approval stage
• Organization-based access control
  

After

Every user works in a single application which has accelerated and improved user account management process:

• Process has become faster with unified request forms which minimize time spent.
• The number of errors has been reduced. All requests are validated on submission and approval stages. It helps to avoid requests submission without complete and correct data.
• There is no need to submit 4 separate files to submit new user. All data can be provided in one application.
• All requests can be submitted through a mobile.

Roadmap

• New types of requests will be added: service account management, bulk requests
• Approver interface: visualized approval process right inside the App
• Adding SLA for requests processing
• Specifying of the reason for rejection of the request — adding a comment when the request is rejected at the approval stage
• Re-submitting rejected requests
• Approved requests automatic routing: sending the request to the engineer responsible for required set of licenses.
• Notifications after request completing (creation/deletion of user)