Stop social engineering attacks against your service desk with FastPass Identity Verification solutions

Hackers impersonate real users' identities to get a password from the service desk

identity verification solutions and social engineering attacks

FastPass Identity Verification Manager (IVM) controls the Help Desk's identity verification of the user's identity through a dynamic and secure workflow.

Perfect for identity verification solution for password reset

FastPass Infographic flow
  • Dynamic and contextual data from the user’s workstation and environment is used
  • The workflow will dynamically adapt to the users’ security profile
  • Information from many resources including Active Directory and external data is included
  • Comprehensive compliance reporting available plus SIEM integration
  • Remove privileged access from service desk supporters
  • FastPass IVM for password resets for AD, SAP, Oracle, IBM, LDAP and external WEB-services

Hackers use social engineering methods to con the service desk supporters to issue passwords for real users. Hackers can’t fool FastPass Identity Verification Manager to trust anything but facts. Give control to FastPass and stop the hackers!

IVM controls the entire identity verification process, to know your customer more. Instructing the service desk supporter what questions and tests to do depending on the user’s security profile. Remove the Service Desk privileged password. Trusted identity verification can be implemented fast based on FastPass templates.

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Contact FastPassCorp to discuss solutions to your situation

FastPass Identity Verification Process

The IVM Process

When a user calls the service desk to get a password reset then the service desk supporter uses IVM to verify the identity of the caller. 

For each correct or trustworthy answer, IVM credits point to the call. When enough points have been reached, then IVM will release a new password, to be passed on to the user.

To reduce the risk of identity fraud all information related to the user will be logged for monitoring and analysis in our user verification solutions. All details can be configured individually for the verification steps to fit the organization’s data and infrastructure and security policies.

IVM Features

IVM Management Process Icon

Management Approved Process

Identity Verification Manager can be configured individually to the organization’s security requirements. Improve user experience in the identity verification process

IVM Group processes

Different identity verification processes for different groups

IVM can provide an unlimited number of different processes linked to user groups and you don't even have to compromise on user experience to maintain system integrity

Identity Verification Options

Identity Verification options

IVM can use many different tests to verify the identity of the person such as secret personal information, company information, contextual & dynamic info, tokens & more

IVM Delievring passwords

Delivering passwords to the user

Can be delivered over the phone or to the user via SMS or private e-mail

IVM monitoring


Every step of the process is logged and available for monitoring and reporting to protect the users

IVM Integration to Tools

Integration to ITSM tools

Identity verification manager can be integrated into most modern ITSM tools, so the service desk agent sees IVM as a natural, integrated tools of the different services they provide to users

IVM Implementation

To achieve rapid results, IVM is delivered with templates that can be used as basic processes immediately. They correspond to a simple process, an average process, and a heavily secure process to protect its users from a wide range of identity fraud.

The templates can then gradually be altered or new ones can be added, as the service desk and IT security agree that adjustments need to be made.

This means that IVM can be installed and implemented very quickly.

The FastPass Identity Verification Manager suite currently covers

  • FastPass Self-Service Password Reset (SSPR)
  • FastPass Identity Verification Manager (IVM)

Identity verification benefits from the data and components of SSPR, so we recommend a combined solution.

Identity verification manager increases security and reduces the risks of social engineering, while SSPR delivers productivity and efficiency for both users and the service desk.

The combination of SSPR and IVM is a security solution with a strong business case.


IVM Functional Details

Identity Verification Manager controls the verification process – the service desk supporter assists IVM. This is crucial to prevent skilled hackers with good social engineering techniques take control via the supporter. See table below.

- Identity Verification Manager
Workflow per-user groupYES
Workflow per operator-user groupYES
Transfer call to other agentYES
Standard templatesYES
Access to user secretsYES
Hide user secretsYES
SMS for verificationYES
Other Token types - Email, TOTP, etc.YES
Manager approvalYES
Match PC-identity to user's PC(s)YES
Check user's geo-locationYES
Check user's login patternYES
Check user's logon timeYES
Check user's failed logon timeYES
- Identity Verification Manager
Check user's last password change timeYES
Define proofing processYES
Check user's last Self-service operationYES
Check user's last IVM callYES
Check user's lock timeYES
Check user's expiry dateYES
Check user's manager dataYES
Mandatory elementsYES
Render password to userYES
Integrate to ITSMYES
Check user's data in external systemYES
Warn operator of possible fraud callsYES
Automatic logging of all proofingYES
FastPass and Service Now Integration

FastPass is Technology Partner with ServiceNow

FastPassCorp offers a secure and forced workflow certified by ServiceNow. The integration is available from the ServiceNow Store.

Frequently Asked Questions

Who will be using Identity Verification Manager(IVM) in my organization?

In situations where it is important to verify user identity of a person phoning in. Service desk supporters have lots of situations where they need to know for sure, who they are giving service. Rendering a password to the wrong person might be a disaster. Staff in HR and Finance have the same need for secure verification of employees.

What makes Identity Verification Manager(IVM) more secure than good standard procedures with good staff?

Even the best staff can be manipulated by a good social engineer to help and deviate from the procedures.

IVM controls the process through Help Desk Identity Verification (and removes privileged access from the help desk) – it is not the staff or supporter who decides the verification process and when we can trust the caller.
Can’t the hacker prepare for the IVM verification questions?

The most important and secure elements in IVM are the Dynamic and Contextual tests. Even though the user is not logged in – IVM gets information from the workstation, and then knows if this is the user’s own PC or not. We can see the geo-location and we can see if she is asking at her normal workhours. This
is close to impossible for a hacker to produce. IVM tests for a multitude of tokens – and the hacker can’t prepare.

Is IVM available for on-premise and Cloud?


Can IVM work stand-alone without FastPass Self-service Password Reset (SSPR)?

Yes. However some verification tests are only available when SSPR is implemented.

Will the service desk supporter have to switch between the ITSM tool and IVM in a service call?

Yes – but the supporter will not notice it. IVM can be integrated seamless with the ITSM tool, so the supporter will not see or know when the process switches to IVM and back to ITSM.

What will it take to implement IVM?

Using the IVM template it can be done fairly quick. Some organizations will however make their own verification process and even different processes for different groups and then it will take more time. Please see the IVM Implementation guide.

How long does it take to implement?

Technical implementation can be done in a day. Using FastPass templates then organizational implementation can be done fast too: Less than a week. When the customer wants to design an individual workflow then the decision process will take time. The technical implementation is relatively short.

How quickly can a proof of concept be setup?

With FastPass a POC can be up and running within a day. With additional target systems (SAP/Oracle etc.) expect to add some more days.

What out of the box interfaces are available for integrating with ITSM?

IVM integrates based on ticket-number and returns status to ITSM system. Easy integration with most major ITSM systems.

What out of the box interfaces are available to importing data from back office systems (e.g. HR)?

With IVM data from back-office systems can be utilized easily through either AD, direct insert into the FastPass database, or from specific database tables.

What security accreditation has the tool got?

FastPass V4 has been penetration tested by Backbone Inc. - 811 Ann St. Stroudsburg PA 18360

What operating systems does the client support and is there a BYOD/ optimized website version?

The IVM client is in responsive design and works with Major browser versions (e.g. Chrome / Edge).

What languages are supported?

IVM is only used by administrators and supporters and the language is in English. Questions for user verification can be translated to local languages. Labels/Buttons etc. will be localized in late 2021.

What automated reporting and notifications can be configured to detect suspicious behavior?

Notifications can be setup to notify on unusual number of access from individual users having multiple failed attempts.

What is the largest user base this tool has been implemented on?

Has been tested with 100,000+ users.

Can the solution be setup in a standalone implementation rather than Multi- tenant Fastpass cloud?

The FastPass solution is available for on-premise as well as for FastPass Cloud. Service Providers can operate their own multi-tenant cloud solution.

Does the system self-calibrate or need to be taught for dynamic information (e.g. do you need to tell it user x is UK based or does it know the last three logins were from the UK so when someone logs in from India it flags it up as suspicious)?

IVM knows what PC the user normally uses and will flag if the user comes from a new device. Location- based information is planned for release in early 2022 it will also learn the user’s normal behavior and use it as a baseline.

Do users using SSPR need to re-enrol to benefit from IVM?

With IVM, users don’t have to be enrolled. Enrolling users will however increase the number of verification tests and the quality. Users already being enrolled in an earlier version will immediately be able to benefit from the Enrollment.

The Art of Deception book

If we want to take human error out of identity verification solutions, we must have an IT workflow controlling the agent. The process must be designed according to security specifications from IT security. There should be different processes for user groups with different security profiles. The tests must include many different items: data, tokens, and even manager approval, where needed.

The password reset process at the service desk can be an excellent industry-leading gateway for hackers to breach IT systems.

Learn more about how IVM can help your organization

Get in touch with us today by filling up the form and our team will get back to you as soon as possible.

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