Reduce Help-Desk Queries with 3 Ways to Improve Access Enforcer Usability

  • by Jean-Paul Calabio, Senior SAP Security/GRC Consultant, DGN Technologies, Inc.
  • January 15, 2008
Realize your Access Enforcer ROI by implementing usability best practices that can significantly reduce users’ dependence on the help desk.

Many companies use the number of help-desk tickets per area as the metric for identifying problem areas after an implementation. I’ve worked on several implementations of Access Enforcer and have seen some usability concerns arise. Some companies believe that simply implementing a tool such as Access Enforcer immediately diminishes help-desk tickets and usability issues, but without proper training and modifications some problems may still exist.

I’ll present three tips to improve your usability of Access Enforcer:

  • Modify the welcome page to simplify status checks
  • Communicate server restarts to address performance issues
  • Complement the multiple-system request process

Implementing some best practices can cut down on ticket requests and simplify the way users work within the system. Doing so during your initial implementation allows you to avoid usability concerns to begin with and have your system running smoothly from go-live.

Jean-Paul Calabio

Jean-Paul Calabio is a senior SAP security/GRC consultant with more than 10 years of international experience implementing SAP security and four years of implementation experience in SAP GRC Access Controls applications. Jean-Paul is a Certified Information Security Manager (CISM) and a Certified Information Systems Auditor (CISA) and was the lead for the first implementation of Access Enforcer.

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