It started out using the Change Request form like Pam but we saw pretty early on that we wanted to break it off the CR form to keep the other processes separate because the customizations to track users would be more invasive on the CR form then we wanted (and keeping ITSM upgrades in mind). The overall process does act like the Change Request however. There is a parent ECR request and ECR tasks are created depending on what boxes are checked on the parent (I am thinking about making this a table field with config records because I am running out for room for check boxes as we add systems).
There is a configuration component in how the tasks are created. They can be setup to track additional information and then the person resolving the task is forced to enter a username, badge number, phone number or whatever is appropriate and the status of the access for that task. If the task is configured to track info another record is created/updated in a third form (System Access Records or SAR) that captures the specifics of the access when task is resolved. This gives visibility to what access or assets (set of special keys maybe) a person has when they terminate or change positions. Also on a "Remove All" request the SARs for that person automatically check the appropriate boxes to make sure all accounts are disable and assets recovered.
Since there is sensitive account info in the application only IT groups that work on ECRs have access to it (computed group) and the few non-IT groups that work on ECRs can only see ECRs where they have a task to perform, only see their task within that ECR and can only see System Access Records for their system (facilities can only see the person has a electronic badge but not the AD account and username).
Some requests are submitted by HR and other by the Help Desk in response to emails. We do have a link to our Peoplesoft database so eventually the whole process for employees will be automated. This way no employees slip through the cracks when they leave and it is a customer service benefit to have a request for accounts kicked off before they start (as long as the person's info is entered into Peoplesoft before they start work). We are currently in the process of defining system access based on job code. We have a handful of systems done so far. The ECR automatically checks the boxes and created the tasks appropriate for the job code. The next step is to put it in mid-tier for people to submit their own request and remove the emails to the Help Desk.
Jason
On 8/17/06, Carol Carnevali <[EMAIL PROTECTED]> wrote:
We want to begin using Remedy to track the process of
hiring/terminating/moving employees and consultants and I was wondering
what other companies are using to do this. Is there an off-the-shelf
Remedy application that handles this well or is it better to custom-build
something? Basically, the process goes something like this:
HR initiates the request and creates an Employee record
Hiring manager needs to fill in the requirements
Facilities needs to provide a workspace
Voice Comm needs to set up a phone
PC Help Desk needs to provide a PC or Laptop, cabling, and needs to know
what software is required.
Security needs to provide access to the building
Data Security needs to provide access to the network, etc.
User setup on various software (such as Remedy) needs to take place
- For terminations, the reverse needs to take place.
- For consultants, the process may be slightly different and there needs
to be a termination date.
- For associates who move, another process needs to take place.
And the $99,000 question is: What is the best name to call this process?
There must be an industry name for it, right?
Thanks for your replies.
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