IT Service Desk · training guide · draft

How to handle: Provision software and access requests

Complete provision software and access requests correctly and on time.

Typical time: about 9 min · New RITM in the access queue, usually from the service portal.

Steps

1. 1
   Open Requested Item · ServiceNow
2. 2
   Open Groups · Microsoft Entra admin center
3. 3
   Fill in Add members · Microsoft Entra admin center

   Decide: Each catalog item has its own security group, e.g. Visio goes to SG-Visio-Users. I check the KB list if unsure.
4. 4
   Open Licenses · Microsoft admin center
5. 5
   Fill in Assign license · Microsoft admin center

   Decide: If the item is a paid app we assign the license; free apps only need the group.
6. 6
   Open Requested Item · ServiceNow
7. 7
   Fill in Work notes · ServiceNow
8. 8
   Fill in State · ServiceNow

   Decide: Closed complete once the group and license are done and the note is in.

Watch out for

• Unusual case: Admin or finance groups need a security review first.
• Unusual case: No licenses left: we raise a purchase request and set the item to pending.
• 26% of cases wait about 2.7 hours.
• Values from ServiceNow are retyped 42% of the time.

Faster ways

• Copy and paste values between systems instead of retyping them.
• Approved requests trigger an agent that applies the group or license and updates the ticket.

Written by AI from how the team actually did this work (2026-10-19 to 2026-10-24): the most common path, the steps people add or redo, and where errors happen. Review and edit before sharing.