The independent member organization “Service Desk Institute” (SDI) has issued the most comprehensive report on experiences with solutions for password self-service. Implementing self-service password management for end-users might sound simple: Install a WEB-portal and let users authenticate with answers to some standard questions! It might work technically but why does the SDI report document that in 86% or practical examples users convert less than 40% of the password problems to self-service leaving the vast majority to the service desk!
The SDI report shows however that when users don’t use self-service they have their reasons:
When you understand the user and adapt the password self-service process you can achieve a reduction of more 80- 90% of the password calls to your service desk.
To see the total SDI report on self-service of passwords and the manual password reset process contact us on firstname.lastname@example.org and tell us what you want or fill-in the contact information to your right.
The business case for password self-service is pretty straightforward. You get benefits in 3 areas:
If you want assistance to calculate your total businesscase please contact us or our partners.
It’s a challenge to get users to enroll. Basically you can have a mailing approach or a PC-client ap…
It’s a challenge to get users to enroll. Basically you can have a mailing approach or a PC-client approach.
If you use the mailing approach it must be automatic with recurring reminders. If you depend on someone to send reminders to un-enrolled users, you will fail. Your system must automatically send invitations to new users and reminders to un-enrolled users.
If you want to force users in, you need a PC-client tool, which reacts when an un-enrolled users logs-in to Windows. The PC-client can then force the user to enroll to password self-service before the PC is released!
We suggest a combination. See more in our best practices guideHelp me choose
More info: Self-service password issues
Standard user authentication in password self-service is personal questions. They can be good and se…
Standard user authentication in password self-service is personal questions. They can be 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 at authentication time if they want to authenticate for password reset with an SMS-code, a PIN to private e-mails or challenge questions will help your organization easily to pass 90%. The secret is Free choice for the usersHelp me choose
More info: Cloud
No matter how well we design processes and tools we will always have users who will call the service…
No matter how well we design processes and tools we will always have users who will call the service desk and ask for a password. It is essential that the service desk then can help users get back into self-service. If they give the user a password, they will call again next time!
Let the service desk have professional tools where they can authenticate users and securekly bring them back into the self-service environment.Help me choose
More info: Cloud
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.