A method, computer program product, and computer system for managing and controlling direct access of an administrator to a computer system. An interceptor application resides on the computer system and intercepts the direct access. The interceptor application receives a request for the direct access to the computer system and determines whether the administrator requests for a new ticket. The interceptor application redirects the administrator to log onto the service management system for generating the new ticket by the service management system, in response to determining that the administrator requests for the new ticket or open tickets are not found. The interceptor application receives from the service management system the new ticket and grants the administrator the direct access to the computer system.