VPN request
The answer is for his machine, not a generic article. Nobody on the team ever saw the request.
Requests that never became tickets
Three requests from one morning, each resolved in the place it was asked.
MFA unlock for PriyaResolvedMFA unlock
Locked out before a meeting. Her identity was checked against Okta and the account reopened in seconds, with no one on the team involved.
The right access for their job
Shannon never said what she does. Her role decided the license, so nobody has to review what level she should have.
What your team gets back
Most requests are resolved in the conversation without ever becoming a ticket, answered from your wikis, past tickets and resolutions for the person's role and device.
50%+of requests are resolved by agents before they become tickets
24/7coverage runs without anyone being on call
< 1 minpasses from approval to working access
0handoffs are needed between teams on a standard request