Governance that fits the work
REF ACC-DSK-800OWNER Service Delivery DeskINPUT Existing queue
If getting access requires a second, unfamiliar back office, people find ways around it. Our approach is to
keep requests, approvals and incident handling in the service desk your staff already know, and to connect the
access model to it rather than beside it. The tooling changes little; the process becomes visible and
measurable.
We work with whatever request system you run and configure the integration on the access side: catalogue
entries, approval routing, fulfilment steps and closure evidence all appear as normal service desk tickets.
What we connect
REF ACC-DSK-820FLOWS FiveSLAs By tier
- Standard access requests. A catalogued request with a clear fulfilment path, automatic provisioning
where the platform allows it, and closure evidence attached to the ticket.
- Privileged requests. Routed to a named approver with a scope and a window, and linked to the session
record produced when the reach is used.
- Contractor onboarding. Sponsor-driven, with an expiry date set at creation and a reminder before the
reach lapses, so contractor access does not outlive the engagement.
- Incident handling. Access counters and emergency reach raised through the normal incident process,
then reviewed automatically within the required window.
- Joiner, mover, leaver. Access changes triggered by your human resources records so that changes
happen when roles change, not weeks later.
Measurement that means something
REF ACC-DSK-840METRICS SixREPORT Monthly
Once the flows are visible, service quality becomes a number rather than a feeling. We report first-response
and fulfilment times for each request class, the share of requests fulfilled without manual intervention,
approval latency for privileged reach, the count of emergency access uses and their review status, the age of
open exceptions, and the volume of repeat requests that indicate a missing entitlement rather than a one-off
need.
Those numbers drive fixes. A repeated request usually means a catalogue entry is missing; a slow approval
usually means the approver pool is too small. We bring the pattern to the monthly review with a proposed
change rather than a complaint.
Preparing the desk
REF ACC-DSK-860TRAINING IncludedRUNBOOKS Handed over
Before go-live we train the service desk on the new catalogue, the approval matrix and the escalation paths,
and we rehearse the common scenarios with them. Runbooks cover every routine request and every exception we can
foresee, and they are written to be read under pressure by someone who did not attend the design meetings.
Deliverables · service catalogue entries, approval matrix, integration configuration,
runbooks, training sessions and the monthly service quality report.
We also make sure the desk is not left holding an impossible rule. If a policy produces a queue of requests
that cannot be met within the agreed window, the answer is to change the policy or the approval model, not to ask
the desk to absorb the strain quietly. Surfacing that tension early, with numbers attached, is part of the
integration work rather than an afterthought.
Where a client already runs a change advisory routine, we map our access changes into it rather than creating a
parallel process. Access work then appears in the same calendar, the same risk review and the same record of
decisions as every other change.