Tools4ever's Self Service Reset Password Survey
Tools4ever, the market leader in Identity and Access Management solutions, recently conducted a survey on the issue of allowing end users reset their own passwords, and if and how this could benefit the helpdesk or IT employees.
IT and helpdesk employees often deal with an overwhelming amount of calls to the helpdesk each day. The survey found that over half the respondents (55%), said their helpdesk receives over 100 calls a week! It also found that 56% of respondents felt that the overwhelming amount of calls to the helpdesk were due to people having too many passwords to remember leading them to need to reset many of them. Many of those surveyed also said their company requires complex passwords in conjunction with requirements to change their passwords every month. All of this leads to a lot of time spent on password resets.
There were a total of 110 respondents which consisted of helpdesk and IT employees. A summary of the key findings:
The helpdesk receives an overwhelming amount of calls each week:
Helpdesk and IT employees spend an inordinate amount of time on tasks that are simple but are time consuming such as password resets. The survey found that 55% of the respondents said that they receive over 100 calls a week! This shows how extremely busy they are with simple tasks which take time away from other projects.
Many of the password reset calls are for Active Directory:
Active Directory passwords are critical to reset quickly because without them users cannot access their computers or any additional applications to get their work done. 71% of respondents said that password reset calls are usually for AD accounts, which shows the importance and time critical nature of the password resets which most help desk employees are dealing with.
The helpdesk could save a great deal of time if end users could reset their own passwords:
If end users were able to safely and securely reset their own passwords without having to contact the helpdesk, it would save both the end users and the help desk a great deal of time and allow them to focus on other important tasks. 84% of respondents agreed that they could save a lot of time if a self-service reset password solution was introduced at their companies. Many help desk employees also felt that this type of solution could save a great deal of money as well as increase the level of service for end users.
Self Service Reset Password Management
Self-service reset password solutions are applications that allow end-users to reset their password on the basis of a number of simple, predefined questions. They simply click the "forgot my password" button and provide answers to the security questions. In reference to the survey results, Dean Wiech, Managing Director of Tools4ever, Inc. stated, "The results of this survey clearly indicate that employees and employers both can reap the benefits and time savings associated with an automated solution to provide self-service when it comes to forgotten passwords."