Hi, ARS 7.1 SRM 2.2 ITSM 7.0.3
I am being given a scenario having to do with SRM that I'm hoping someone has faced and can provide advice. We are working on bringing our current system access requests into SRM from an outdated in-house application. The customer is asking for a way that a single person (say, a manager) could request the same service (a system access request) for multiple people. The "request on behalf of" functionality requires them to first select the person, then fill out the SR, and then do it again for each person. What they would like is to be able to fill out the SR once, select all of the people, then submit it. They consider this "one" request and would like to track it as a single entity. They would also like any of the people on the request to be able to track the status of the request. They are being ambiguous on whether one approval would suffice, or if there should be an approval for each user. I'm pushing them to accept that each person/access combo is a separate request, but then they want a "common identifier" to tie them all together. Additionally, they want to be able to select multiple SR's and submit them all at once. The out of the box Cart feature pretty much takes care of this need. Although, since one of their scenarios is "3 pieces of access for 5 people as one request", the Cart solution doesn't help when there are multiple requestees. Anyway, I'm being pushed down a path of building out an AIF to deal with all of this, but I don't relish the idea of trying to incorporate the individual SRD questions into the AIF, plus the maintainability of it. Seems like they want me to completely rebuild SRM. So... does anyone have any thoughts on this? Suggestions of out of the box features I could use (SRM 2.2) to satisfy their need? ITIL Best Practices that I can shield myself with? Approaches that will help them see the light? Favorite brands of rum? Thanks, Thad _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
