Relief for system admins: How automated password resets can help
Automated password reset can be an answer to the question “How do I relieve my IT system administrators?”. After all, managers in medium-sized and large companies are often faced with the challenge of finding solutions for constantly growing daily workloads. In this context, the processing of internal support requests, e.g. via the helpdesk, is a permanent task for IT system administrators that should not be underestimated. A survey by Gartner showed how extensive such requests are. According to this, 20 per cent of all service desk calls result from password resets.
Thus, the idea that automated password resets in self-service can be a relief for IT system administrators is obvious. Why is this so, what factors play a role and what reasons speak for a self-service tool? We present it to you.
First of all, why did the requests for password reset increase?
The answer lies in the regulations introduced by the EU General Data Protection Regulation (EU GDPR). According to this, companies must prescribe frequent password changes as a potential protective measure in their internal password policies. This generally leads – in combination with long and complex passwords – to increased data security. Disadvantage of the regulation: IT service requests due to forgotten passwords are also increasing.
The security factor: Why is password reset without a tool time-consuming and insecure?
The biggest challenge of password reset is to reliably authenticate the user. The larger the company and the higher the number of locations, the less likely it is that employees and IT administration know each other personally. Nevertheless, an identity for resetting passwords must be proven.
Since the helpdesk is usually not available at all locations or is even completely outsourced, employees only have the opportunity to come by in person with an ID card in exceptional cases. The occasional practice of faxing or emailing a copy of the ID is not only insecure, but also inconvenient. A call to the helpdesk with the appropriate extension number? Unfortunately, the appearance of security with this method is also deceptive.
Many companies therefore outsource the task to so-called key users who are contacted on site by those seeking help. The fact that requests for password resets rise sharply after holiday periods and tie up departmental capacities is often accepted. Not to forget: such processes can only be audited to a very limited extent.
The globality factor: Challenges of a restricted helpdesk
International companies have offices in several countries – but the helpdesk is often only located in the head office. Different time zones and the distance to the IT colleagues can lead to delays in the password reset. Especially if the helpdesk service is not set up to provide 24/7 assistance. If a staff member forgets the password at the weekend or after the helpdesk’s service hours, it is often no longer possible to work.
The time factor: Employees lose time waiting for a password reset
In many companies, the password reset process is time-consuming: Employees must first contact the helpdesk, which issues a work order, resets the password and finally contacts the user. This process can take up to half an hour.
With a self-service solution, companies enable their employees to become productive again more quickly. This is because resetting the access data on their own takes no longer than a minute. At the same time, helpdesk calls are reduced, leaving IT administration with more capacity for other challenges. Companies save valuable time and money with the help of a tool.
Working outside the network: Specific password reset solutions
Many companies have employees who work outside the company network, i.e. on the road, at a remote location or in the home office, and who use mobile devices. These employees often face even greater challenges when it comes to password reset. With a self-service solution, employees can reset their password from anywhere and on any device – and get back to their day-to-day work without further assistance.
Further reasons in favour of a self-service tool
While internet services are usually limited to sending users a URL by email, corresponding enterprise tools have to cover several online and offline scenarios.
In contrast to Amazon or Twitter, users in companies often do not have just one password, but their own for different systems and applications. A password reset tool should ideally also take this into account.
Our solution for you
With the BAYOOSOFT Access Manager and the specialised Password Reset module, we support you on your way to automation. Relieve your system admins with our self-service solution.