Enable Self-Service Password Resets
Executive Summary
As organizations grow, the needs of their user base, internal employees, and customers, will always put increasing demand on their IT departments. One particular drag on their resources is user account lockouts due to forgotten passwords.
While a password reset process may appear simple on the surface, organizations must strike a balance between managing user frustrations, allocating IT resources, and ensuring security standards are met. Recognizing these needs, many organizations have turned to self-service password reset solutions. By opting for an automated, yet secure process, organizations are able to maintain productivity levels for users while reducing burden on IT staff.
Challenges with Forgotten Passwords
The average company has over 80 apps, and even when accessed through single-sign on (SSO), it’s inevitable that users will occasionally forget their one password.1 A forgotten password usually results in a password reset process, which can create challenges and inefficiencies for both the end user as well as the IT department.
For the end user, inability to access their account leads to frustration and productivity loss. Traditional IT workflows for password resets usually involve the creation of an IT helpdesk ticket or even a call to a live admin to assist the user in real time. Depending on how the organization assigns priorities for these tickets, it may be some time before a user’s ticket is reviewed or someone from IT is able to reset their password. During this time, the user has no access to their critical apps..
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