The normal password reset process, when users have forgotten their password to the corporate systems, engages the Service Desk employees. The resources and time spent on the reset-process depends to a high degree on the security built into the user verification process. The password reset process in it's most simple form is shown below, however much more complex and timeconsuming processes are often seen in organizations with stricter policies.
In the Service Desk Process the Service Desk has to define and execute the steps: ‘User verification’ and ‘Release of Passwords’, to meet requirements from the customer. With stringent customer demands this will often introduce heavy workload in terms of manual processes by the Service Desk analyst and the user.
Redesigning the Service Desk process with FastPass will completely remove the workload from the Service Desk and relieve the user by enabling him to solve the matter himself immediately:
With FastPass the Service Desk can offer 24*7 Self-service for password resets.
The value for the user is significant in comparison to 9*5 services.
In many SLA’s (Service Level Agreements) the Service Desk has a defined target (KPI) for the percentage of Level 1 fixes, where the user gets his problem fixed immediately with the first contact to Service Desk. A problem resolution with FastPass will help improving the first level resolution rate without incurring any resources in the Service Desk (level 0)
With FastPass the Service Desk can offer more services which may also include user verification for other purposes than password reset.
- Strong authentication
- 24*7 service
- Password synchronization