ManageEngine announced today an integration of its self-service password management solution ADSelfService Plus, with its Active Directory management and reporting solution ADManager Plus, and its ITIL-based help desk management solution ServiceDesk Plus.
The integrated solution intends to help enterprises streamline their help desk infrastructure, reduce IT operational costs and optimise end-user experience.
The integration between ADSelfService Plus and ADManager Plus helps enterprises deploy self-service for end users while maintaining control over the users’ self-service actions through a help desk approval process.
Instead of directly letting users update their contact information in Active Directory via self-service, they are made to submit service requests through ADSelfService Plus.
These requests are then processed and approved by a help desk technician or an IT admin through ADManager Plus based on pre-configured workflow rules. Users can also check the status of requests they have created.
“This integration will allow users and help desk staff to collaborate on IT issues to expedite resolution in a secure manner,” said Parthiban Paramasivam, Product Manager at ManageEngine. “IT admins can now take control of users’ self-service actions and ensure that they are consistent and in compliance with their organisation’s norms.”
Users can self-manage most of their routine IT issues like forgotten passwords, locked out accounts and outdated personal information in Active Directory using ADSelfService Plus. For issues where IT self-service is not possible or out of scope, users can access the help desk solution right from ADSelfService Plus and create help desk tickets in ServiceDesk Plus.
“Enterprises that have deployed both ADSelfService Plus and ServiceDesk Plus in their environment can make use of this integration to streamline their help desk management. Users also are spared the effort of having to move back and forth between these two applications to resolve different IT issues,” Paramasivam added.
ManageEngine also announced that Spiceworks, a network management freeware, has integrated ADSelfService Plus to provide Spiceworks users with self-service password management capabilities.