Implementing password self-service successfully depends on the processes. We have defined a password reset process best practice :”5 steps to password self-service success”.
The 5 steps are:
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%!!
We have developed the FastPass products to support the best practices for password self-service and make it easy for our customers to implement.
The ability to reach more than 90% self-service do however still depend on the team’s and management’s commitment to process. Please get our "5 steps to success" from the Action page
It’s always a challenge to get users to enroll. You have two main approaches: Mailing or via a PC-c…
It’s always a challenge to get users to enroll. You have two main approaches: Mailing 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 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
Standard user authentication in password self-service is personal challenge questions. They are good…
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 o authenticate for password: SMS-code, a PIN to private e-mails or challenge questions. This will help your organization easily to pass 90%. The secret is Free choice for the users
No matter how well we design processes and tools we will always have users who need to call the serv…
No matter how well we design processes and tools we will always have users who need to call the service desk and ask for a password. It is essential that the help desk employee can help users get back into the self-service solution. If they give the user a password, they will call again next time a password is forgotten!
Let the service desk have professional tools where they can authenticate users and securely bring them back into the self-service environment.
We found that FastPass was the only solution in the marketplace with the capability to deliver a fully-fledged solution that we could use for all of our customers. A solution is only good once deployed and we see that the new service based on FastPass is highly popular among our customers. We tested several products in the market and found that the FastPass product stood out clearly as the best product thanks to the easy implementation, single point of management and rich feature set. FastPass supports our strategy of the very best customer experience regardless of the time of day, says Per Werngren, CEO at IDE.
"The Portuguese Parliament was looking for a self-service password reset/unlock solution. We surveyed the market, and found some expensive and complex solutions. Then we discovered FastPass, which seemed to address all our requirements. We did a pilot installation, and were very pleased by the ease of use for both the administrator and the final user interface. We were even more pleased with the low cost for such a complete product. After we acquired the product, installation was a breeze and FastPass support helped us promptly in all our issues and questions. We had the product in full production in about one week after installation and initial testing. Now our users have a simple method to unlock/reset their passwords without contacting helpdesk, at any time of day or night and from everywhere they have Internet access."
Varde City Council needed to improve service for end-users working outside normal business hours, and wanted at the same time to reduce number of calls to the internal IT department. With more than 100 password related calls each month, Varde decided for FastPass to give users self-service for passwords. Varde has two priomary passwords : Windows/AD and an extermnal password from an IBM mainframe (KMD). With FastPass users now have self-service when a password is forgotten or lost. Within less than 3 months more than 80-85% of calls are now handled by users. See the comments from Lea Dragsbæk
Sonoco realized the need to reduce Help Desk expenses and quickly identified password resets as a target call volume. Sonoco had already made a large investment in their identity and access management infrastructure and they wished to capitalize on that with minimal additional investment. Sonoco and Logic Trends collectively identified FastPass’s Password Manager product due to the low licensing cost, low maintenance effort and strong integration with the Microsoft infrastructure.
Faced with a compliancy requirement from our US parent company, we surveyed the market for a tool that would help us to come into line with section 404 of the Sarbannes-Oxley Act, which requires our users to authenticate themselves to the environment and have the ability to manage their own passwords.
Exactly 21 days before the compliance date we found FastPass Password Manager with a connector to our AS/400 environment.
IT Intergroup worked with us to get the FastPass solution in place and we were compliant a week ahead of schedule. All our users are now able to authenticate and resset passwords from a simple browser interface
In the spring 2009 Tulsa Public Schools decided to implement FastPass Password Manager from FastPassCorp. IT-manager Kirk Damron says: "We needed to reduce the load on our Help Desk from numerous calls related to forgotten passwords". With 8000 employees and teachers and increasing complexities in passwords, the ‘forgotten password’ workload was significant.
Kirk Damron adds: "We needed a solution which was easy to implement and administrate, and easy to use for the end-users. FastPass has proved to be just that!"
Installation and implementation was done in just one day, and the continued roll-out to users has been effortless.