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Best practices for password self-service

You can be successful too with self-service of passwords

Overview

Will a password self-service project be successful if users get a self-service portal? No that’s not enough!! Service Desk Institute has asked their members, and the answer are very disappointing – please see above illustration. See the full SDI report here 

What’s important

https://www.youtube.com/watch?v=gz-0uRhAL48&t=3s

The 5 steps for self-service projects for passwords

During implementation, a project sponsor with focus on the results is vital. During operation an operational manager with KPI’s for the on-going success is vital.

In the “Guide to self-service of passwords project success” you can learn how to calculate the business benefits, how to plan the implementation and how to organize the project team.

In the testimonial section you can see some of our customers who have reached high success rate by following the best practices guide.

Overview

For many of the unsuccessful implementations the attitude has been: “We just need to give the user a button and they will serve themselves!” The results are clear: It is not enough! A successful password self-service solution requires a good software solution but perhaps more important a good process. We have defined a password reset process’ best practice: ”5 steps to password self-service success”.

The 5 steps are:

  • Motivation
  • Enrollment
  • Accessibility
  • Authentication
  • Assistance

The process is no better than the weakest link. If you for example don’t get more than 50% users enrolled, your success rate can’t be better than 50%!!

Each step in the best practices requires consideration and planning. Large organizations with many different groups of employees even in different countries have to plan for different steps to take, according to culture in the different groups. Contact us to get inspiration for your best practices process.

The 5 steps for self-service projects for passwords

Motivation of users:

Internal marketing ahead of the release of a new solution is of course important. Focus on the benefits for the user and for the organization. An important motivational element is the reach of the solution. If a user has multiple corporate passwords and the new password portal only covers 1 or 2 of them, then the users lose confidence. He knows he can’t remember if there is a solution or not when the situation arises. As a consequence he takes the safe bet and calls the service desk right away.

Enrollment of users:

It’s always a challenge to get users to enroll. You have two main approaches:  E-mails or via a PC-client. If you use the mailing approach it must be automatic reaching all users with recurring reminders. If you depend on someone from the IT-department to send reminders to un-enrolled users, you will fail!! Your self-service solution must automatically send invitations to all new users and reminders to un-enrolled users.  If you want to force users in, you need a PC-client tool, which will react when an un-enrolled end-user logs-in to Windows. The PC-client can then force the user to enroll to the password self-service before the PC is released for normal use!

We suggest a combination of soft and hard measures. See more in our best practices guide

Access from anywhere

For password issues users need immediate access from the device they are using. Any dreams that users will walk to a colleague or some other device to do self-service is only a dream – the users call the service desk then. Understand the situations users face:

  • Domain PC locked before Windows log-in screen
  • Remote PC locked before Windows log-in screen
  • External users unable to log-in to your network from their own PC
  • Users on tablets
  • Users on Smartphones

The situations are different from a user perspective and from a technical perspective. The complete coverage creates confidence in the solution.

Free user authentication

Standard user authentication in password self-service is personal challenge questions. They are good and secure; but some users will forget the answers and call the service desk.

To reach above 90% success you must give users additional choices for authentication. Let users decide freely at authentication time to decide how to authenticate for passwords: SMS-code, a PIN to private e-mails, code-cards or challenge questions. This will help your organization easily to pass 80%. The secret is: Free choice for the users!

Service desk assistance

No matter how well we design processes and tools we will always have some users who need to call the service desk and ask for a password. It is essential that the service desk supporter can help users get back into the self-service solution. If they give the user a password, the end-user will call again next time a password is forgotten! Instead, let the service desk have professional tools where they can force users securely back into the self-service environment.

Testimonials

”We strive continuously to improve our service. It is important to us to deliver modern and simple solutions helping customers to a more efficient operation. The cooperation with FastPass is yet another step in this direction”.

Mads Jacobsen
 Associate vice president

... seen an 80% reduction in assisted password resets. We’re very satisfied with the product. It has significantly freed us up from frustrating and unrewarding password resets

Oliver Holmes

Deputy Director, Technology and Operations

... The numbers have grown to the point that it would be impossible to operate in today’s busy environment without a password management service

 

 

FastPass handled 2,531 password calls, or more than 80% of the total password calls from all the users.

Per Kristensen

Project manager

 

...we have met our Customers’ Service and Cost Improvement challenges by reducing our call abandon rates by over 55% and our average wait times by over 60%, despite our overall budget being reduced.

Pete Townley

Lead Service Delivery

 

… about 90% use FastPass to reset their passwords. So we’ve seen a substantial reduction in calls to the help desk.

Winston Hughed

Vice President IT

 

We are very pleased with the product.  Fast pass has simplified password management and eliminated many password related calls

 

Chuck Mick

ERP Manager

Nyrstar has chosen FastPass to automate and improve the processes related to users’ forgotten passwords. This has improved user satisfaction and reduced the workload in the IT HelpDesk.

The number of forgotten passwords per involved user per year has dropped from 1,6 to 0,3. This is an improvement of 83%!

Hans Lauwers

SAP

 

... The numbers have grown to the point that it would be impossible to operate in today’s busy environment without a password management service

Haydn Tarr

 IT Technical Lead & Coordinator

 

Our employees use it to synchronize their Windows password with their IBM i password when they need to be changed every 90 days due to compliance. We find this is a quiet, behind-the-scenes way for our employees to change and remember their passwords.”

Larry Marxen

Director of Information Systems

 

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