# Provision software and access requests agent

Agent blueprint, validated with 6 team members · Task: Provision software and access requests · IT Service Desk · readiness 81/100 (Ready for an agent)

Takes each case from ServiceNow through Microsoft Entra admin center, Microsoft admin center and records the result, with a person approving changes.

**Trigger:** A new requested item arrives in ServiceNow

**Inputs:** Record number; Fields: Add members, Assign license, Work notes, State

**Done when:** Group added, license assigned, work note written and the item closed complete.

## Steps

1. Read the requested item details (ServiceNow, connector)
2. Look up the record in Microsoft Entra admin center (Microsoft Entra admin center, connector)
3. Send the proposed changes to a person to approve (Teams, person)
4. Set Add members (Microsoft Entra admin center, connector)
5. Look up the record in Microsoft admin center (Microsoft admin center, connector)
6. Set Assign license (Microsoft admin center, connector)
7. Look up the record in ServiceNow (ServiceNow, connector)
8. Set Work notes (ServiceNow, connector)
9. Set State (ServiceNow, connector)

## Approvals

- A person approves every change to accounts, access or records (company policy).

## Prerequisites

- A service account with the needed rights in ServiceNow
- A service account with the needed rights in Microsoft Entra admin center
- A service account with the needed rights in Microsoft admin center

## Risks

- ServiceNow → Microsoft Entra admin center: values retyped 42% of the time today
- Edge cases not seen in the observed week

## Measure after launch

- Team hours on this task (now 18 h a week)
- Typical work per case (now 8.9 min)
- Share of cases finished without a person beyond the approval

## Decisions

| Decide | Rule | Source |
| --- | --- | --- |
| Add members | Each catalog item has its own security group, e.g. Visio goes to SG-Visio-Users. I check the KB list if unsure. | team |
| Assign license | If the item is a paid app we assign the license; free apps only need the group. Data: when Add members is SG-Visio-Users, Assign license is Visio Plan 2 in 100% of 35 cases; when Add members is SG-Project-Users, Assign license is Project Plan 3 in 100% of 22 cases; when Add members is SG-Adobe-Users, Assign license is Adobe Acrobat Pro in 100% of 18 cases. | team + data |
| Work notes | Not known yet: ask the team | unknown |
| State | Closed complete once the group and license are done and the note is in. | team |

## Still to answer before building

- Work notes: how is it decided?

## Exceptions

- When Admin or finance groups need a security review first. (Sometimes (under 1 in 10)): Hand to a person with what the agent found
- When No licenses left: we raise a purchase request and set the item to pending. (Sometimes (under 1 in 10)): Hand to a person with what the agent found
- When Contractors need their sponsor's approval too. (Sometimes (under 1 in 10)): Hand to a person with what the agent found
- When the case waits for someone (26% of cases, about 2.7 h): Send a reminder after 2 hours and post the status on the ticket
- When the case waits for an approval (75% of waits, per the team): Track it and remind after 2 hours

## Build with

- Microsoft 365 Copilot: Drafts and summaries for the person approving
- Copilot Studio: Agent logic, approvals and the person's view in Teams
- Power Automate: Runs the steps and connects the systems

## Effort and return

- Size M, about 2-5 weeks (Microsoft 365 Copilot, Copilot Studio)
- Team time on this task now: 18 h/week; expected back: 7-11 h/week

## Evidence

- 61% of cases follow the same steps (some in a different order, some skip a step)
- 18 team hours a week
- data is moved by hand from ServiceNow to Microsoft Entra admin center (42% retyped)