can many users work with single generic account

[hemanthkumar]

can many users work with single generic account?

[hemanthkumar]

here the scenario is i am created a user account and that same account will be used by a set of people here the issue is what will be issues if that account is ITIL   and if it is end user account what will be the impact.

[Antony_Alldis]

From a security perspective this is wrong on so many levels. How will you audit this, and have accountability for any actions taken by the users using that account?

[hemanthkumar]

Thanks in advance.

what will be the effect in the perspective of ITIL users

[Shahed Shah1]

Hi hemanth

If I can just weigh in here, if there are different tiers/escalation pathways in your Service Desk environment, you may have multiple groups and an ITIL user can be associated to more than one group. Putting all the users behind one account (even a subset) removes the ability to manage the workflow of Incident Management effectively. For example, how can you ensure an ITIL User is best equipped to handle a particular type of Incident? Plus, the end user will get confused as to who they are working with if a different user is signing off on that same user record.

A long time ago I was in an organisation (will not give the name away) that did just this and, let's just say, team and workload management was not exactly their forte. They did get embarrassing results with their customer satisfaction scores and those surveys did not last long.

[vinothkumar]

Hi Hemanth,

Normally its not a good idea to share the generic account used by multiple users, because if there is some update/ delete to the record, you won't have any clues who actually updated the record. Agree that ITIL users will not have access to delete, but still creating or updating some unnecessary records also result in problem/