Self-service of enterprise passwords

ENTERPRISE PASSWORD MANAGEMENT

Research documents that success is difficult to achieve

The benefits of self-service of passwords come in three domains: End-user productivity, service desk productivity and security / compliance.

25% of all calls to IT service desks are password related according to a Service Desk Institute (SDI) research report (range 10-50%). Get your copy. Modern users use self-service privately for all types of WEB-services. This explains why most large organizations have or want to implement self-service of passwords. Depending on country and company size we see 40-60% or organizations already have deployed solutions with self-service of passwords.

Steps to success

https://www.youtube.com/watch?v=gz-0uRhAL48&t=36s

Best practices process is needed

Many companies have however reached very good success. The “secret” is to understand that password self-service is not a “button” for the users. To be successful you need a process for implementation where you understand the users’ situation – see “Best practices for self-service of passwords” .

Research documents that success is difficult to achieve

The Catch-22 problem with corporate password problems is that your device is probably locked when you have a password problem. Even though password calls are the most frequent call type in service desks, then the individual users on average only have a problem once per year! This differentiates self-service passwords solutions significantly from other self-service projects. These facts probably explain the discouraging degree of success for the average password projects, see illustration above.

Only 8% of all respondents have reached their business objectives, and 56% were poor or worse according to the SDI research. The conclusion is obviously that a password management project must focus on the users’ behavior to be successful. Contact us to discuss how you can be successful.

Best practices process is needed

The business case of course depends on the cost related to the software and project but the most important factor is the percentage of self-service versus assisted calls. Our experience is that most business cases are positive when self-service is better than 50%. The realistic objective should however be at least 80% or more. For more inspiration on business case calculation look at The business case for self-service of passwords

A basic issue is the process in the service desk when they authenticate users. For many years the primary objective in most service desks has been to reduce cost per transaction. As a consequence, the authentication process has been reduced and simplified to a degree where it is possible and often easy to get a password for another user’s account. To make a fair comparison of costs in the manual case versus the self-service then it should be with equal security! In most cases this will lead to increased costs in the manual service desk! Take a look at Password compliance Overview  where an IDC report on password process compliance and GDPR is available.

For a deeper description of Service desk processes and challenges you can read Barbare Filkins survey on Help Desk Security and Privacy from the SANS Analyst Program

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

 

North America T: +1 (212) 419-4921

Europe T: + 45 4810 0410

E: info@fastpasscorp.com

FastPassCorp A/S 1350 Avenue of the Americas, 2nd Floor, New York, NY 10019, USA FastPassCorp A/S Lyngby Hovedgade 98Kgs. Lyngby, DK 2800 Denmark

© FastPassCorp A/S. All Rights Reserved.