| Password Creation and Management
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Provide user account management and administration required to ensure secure and effective access to Corporate and EBC Ministries' business and office productivity applications through the distributed computing environment. Including FILE, PRINT and e-MAIL services for all EBC clients.
This includes:
- User ID creations and deletions,
- Group administration for support, folder access and permissions,
- Log on script management,
- Log on password resets,
- Other application User ID creations/requests
User account management for some Business Applications are administered by business or program area Application Support Staff.
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To manage the computing domains and provide effective and secure access to Corporate and EBC ministries' applications, office productivity software and government e-mail by:
- Implementing industry, government and EBC standards and best practices for security and domain management
- Taking a total cost of ownership approach to managing per seat costs
- Introduction of Windows 2000 server to reduce risks associated with NT4 obsolesence and performance encumbrances caused by PDC/BDC synchronization (eg., delays in password resets).
- Web enabling Network Access Request Forms (NARFs) to make it easier for business units to action account/group set-ups, changes and deletions
- User ID set-up, changes and deletions within 5 days, 95% of the time
- Emergency and special request User Id set-up changes and deletion within 1 day 95% of the time
- EDT Requests for access to 3rd party services completed within 2 Business days 95% of the time
- Password resets within 2 hours, 95% of the time as measured from the time a ticket has been logged at the Service Desk to the time the log is closed (ie. the user is notified that the request has been completed)
- Advance notification to users of expected disruption to above service levels
How are we doing ?
Check performance for this service
- Use NARF form to provide proper authorization and accurately complete information for all account and group set-ups, changes and deletions
- Advise the Service Desk when staff leave and User Ids and accounts should be removed
- E-mail properly completed NARF to the EBC Service Desk
- Contact Service Desk for password resets or locked accounts
The cost of this service is included in the per-seat cost.
Responsible for Service Management, delivery and accuracy of this Catalogue item:
Robert Martin, Manager, Operations
7. Dependencies
- Network Access Request Form (NARF) must be properly completed and submitted by business users
- Service Desk logging of Domain Administration requests
- E-mail system must be operational for communications of messages
- Validation and processing of requests
- Communication to users when requests have been actioned
- Troubleshoot and resolve incidents where valid users are having access problems
- Ensure NARF form has been authorized by senior business manager
- Use NARF form to document proper authorization and accurately complete information for all account and group set-ups, changes and deletions, eg., EDS, iSERV
- Confirm account and group set-ups, changes and deletions have been completed to Service Desk, Incident Coordinator or domain management group
- Contact Service Desk for service failures and restoration
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