Service Catalog Offboading

[dheeraaj]

Hi All,

Need few suggestions on how to improve the Off boarding process.

Currently, when I submit an Offboarding request, 31 RITM's are getting generated. These RITM's are all different applications . I want to know the best way to develop a mechanism, which knows "to what applications a user has access to and only generate those application RITM's".

Today , when we are offboarding a single user, it is generating 31 RITMS, and each RITM is going a different fulfillment group depending of the application. Though the user don't have access to the applications, those RIMT's are getting generated.   The groups to which these tasks are assigned are over headed with this manual work.

I am also attaching screen shots for a clear picture

Need some mechanism, which can improve the process.

Help is appreciated.

Thank you.

Regards,

Dheeraaj

[dheeraaj]

Thanks Trevor,

So could you please help if my understanding is correct.   There should be a table in Service Now to capture all the application details a user has (Usually data populated through mid server). We need to create a field in the request form, which references this table and allow the HR/ manager to select the applications only which user has access   to and then submit the request.

Please correct me if am wrong.

And also is there any possibility to implement the same using CMDB table.

Thank you.

[TrevorK · Accepted solution]

Sorry for the late reply - I was away for the holidays.

Yes - that is how we do it. We have a custom table in ServiceNow that holds the name of the user, the application they have access to, and the level of access within the application. If the application has multiple levels of access for a single user, there are multiple rows for a user. This allows us to tie together, with the user reference field, what access each user has.

This would allow a manager to see what access an employee has at any given time, as well as allow you to secure it as you would other records (e.g.: using a manager field on the user record). Your offboarding/termination form would then only allow someone to select access to remove that they already have - for example, removing their PeopleSoft account would only be available if the user had a PeopleSoft account.

Yes, you could treat your user accounts as Configuration Items if you wanted to. We do not want this so we just use a custom table. But there is nothing stopping you from holding this information within your CMDB. It would be much more complex though because you would need to have many more relationships.

Hopefully that helps! Any questions let me know!