A method and computer program product for managing and controlling direct access of an administrator to a computer system. At least one computer program on the computer system receives from the administrator a request for the direct access to the managed computer system directly from the system console and requests a service management system to search open tickets. In response to that the open tickets are found, the at least one computer program requests the administrator to choose at least one ticket from the open tickets and grants the administrator the direct access to the computer system in response to determining that the at least one ticket is valid.