Frequently Asked Questions (FAQ)

Last Updated: March 19, 2025

General Information

What is ServiceChanger?

ServiceChanger is a SaaS platform that automates IT service desk tasks, reduces manual work, and enhances efficiency. The first module focuses on Automated Authorization based on an Attribute-Based Access Control (ABAC) model for smarter, more secure access management.

When was ServiceChanger founded?

ServiceChanger was founded in April 2022, inspired by industry insights and experiences at large companies like Kramp. The platform is set to go live in April 2025, driven by a strong passion for automation and innovation.

What is the mission of ServiceChanger?

ServiceChanger is built to boost IT service desks with automation, allowing companies to optimize operations while reducing labor costs.

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Product Features

What are the key features of ServiceChanger?

• Automated Group Assignment – Dynamically assigns user permissions based on attributes such as job title, location, or department, ensuring real-time access control as employees join, move within, or leave the company.

• Intelligent Group Recommendations – Provides AI-driven suggestions for linking Microsoft Entra ID groups with specific attributes, ensuring fast implementation.

• Primary Collaboration Groups – Enables seamless integration with Microsoft 365 Groups, supporting email distribution, Teams collaboration, and SharePoint access.

• Data Cleaner – Standardizes user data in Microsoft Entra ID by fixing inconsistencies in job titles, departments, and locations.

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Roadmap

What new features are in development?

• Self-Service Portal – Allows users to request access rights while enabling attribute owners to manage permissions efficiently.

What features are planned for the future?

• Joiners, Movers, Leavers – Automates user lifecycle management.

• License Management – Tracks on-premises and cloud licenses.

• Control Tower – Provides Major Incident Management & Root Cause Analysis tools.

• Hardware Services – Streamlines hardware procurement and configuration.

What improvements are planned?

• Improved Identity Governance (IGA) – Enhances periodic access reviews and ABAC controls.

• AI/ML Features – Introduces intelligent access recommendations and automation.

• Multi-Provider Integration – Expands support for multiple identity platforms.

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Competitive Advantage

What makes ServiceChanger different from competitors?

• Lower Pricing – Affordable and transparent licensing.

• Bottom-Up Approach – Works with existing data, ensuring fast deployment.

• Real-Time API (Delta Sync) – Enables secure integration and up-to-date changes.

• User Experience & Automation – Reduces manual work with a streamlined UI.

• Easy In, Easy Out – No vendor lock-in, with simple integration.

• Industry-Driven Development – Built based on real-world enterprise IT experience.

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Attribute-Based Access Control (ABAC)

What is ABAC?

ABAC (Attribute-Based Access Control) is a flexible access control model that grants permissions based on user attributes (e.g., job title, location) rather than predefined roles. This makes ABAC ideal for organizations with complex access management needs.

How is ABAC different from RBAC?

Unlike Role-Based Access Control (RBAC), which assigns permissions based on predefined roles, ABAC dynamically grants access based on multiple attributes. This approach allows for more granular control and better adaptability to changing business needs.

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Getting Started

How do I start using ServiceChanger?

1. Sign up for a free trial – Register on the ServiceChanger website.

2. Receive an onboarding link – Sent via email after sign-up.

3. Enter your Microsoft Entra Tenant ID and grant admin consent.

4. ServiceChanger syncs your Entra ID data, including users, groups, and memberships.

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Integration and Compatibility

Does ServiceChanger require integration with third-party systems?

No. ServiceChanger directly integrates with Microsoft Entra ID via OAuth2, without the need for external tools.

Does ServiceChanger support Single Sign-On (SSO)?

Yes, ServiceChanger fully supports SSO for secure and streamlined authentication.

Which web browsers are compatible with ServiceChanger?

ServiceChanger works with all modern browsers, including Microsoft Edge, Chrome, and Firefox.

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Data and Security

What data does ServiceChanger process?

ServiceChanger accesses only necessary Microsoft Entra ID data, including:

• First Name

• Last Name

• Display Name

• User Principal Name

• Job Title

• Department

• Location

• Manager

• Groups & Memberships

How is data protected?

ServiceChanger does not store sensitive data but ensures encrypted connections and adheres to security best practices.

Can I export my data?

Yes, you can export:

• Audit logs in CSV format.

• Group and User data via Microsoft Entra ID export tools.

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Business Continuity & Compliance

How does ServiceChanger ensure high availability?

ServiceChanger leverages cloud-based redundancy and backup mechanisms, ensuring minimal downtime.

Does ServiceChanger provide an SLA (Service Level Agreement)?

Yes, we offer an SLA that guarantees uptime and response times. Details are available upon request.

Is a Data Processing Agreement (DPA) available?

Yes, a Data Processing Agreement (DPA) is available to ensure compliance with GDPR and other privacy regulations.

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Active Directory Support

Does ServiceChanger support on-premises Active Directory?

Yes. ServiceChanger synchronizes with Active Directory via Microsoft Entra Connect, allowing hybrid setups.

How does ServiceChanger interact with Active Directory?

• ServiceChanger retrieves directory changes (delta sync) through its API.

• User and group data from Active Directory is mapped into Microsoft Entra ID.

• Automated assignments and access control policies apply to both cloud and on-prem environments.

Where can I find more details about the API?

Check the API documentation for a full list of fields and endpoints.

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Support and Exit Strategy

What happens if we stop using ServiceChanger?

• All configurations remain in Microsoft Entra ID.

• No data loss – You can manually manage access if needed.

• No vendor lock-in – ServiceChanger ensures an easy in, easy out approach.

How can I get support?

• Knowledge Base – Available via ServiceChanger GitBook.

• Customer Support – Available via [e-mail]