Management of user ID accounts is expensive for business, frustrating for users, and open to abuse. A user account Helpdesk in a large organization typically deals with many thousands of Helpdesk calls each year, and the costs surrounding this are significant. Any operation that requires human intervention can become a bottleneck during especially busy periods.
Helpdesk Password ReSyncA PassGo Technologies' Whitepaper
The Helpdesk Problem
Management of user ID accounts is expensive for business,
frustrating for users, and open to abuse. A user account Helpdesk in
a large organization typically deals with many thousands of Helpdesk
calls each year, and the costs surrounding this are significant.
Any operation that requires human intervention, can become a
bottleneck during especially busy periods. This leads to frustration
amongst the user population, reduced productivity and additional
costs.
Traditional Helpdesk methods and practices also pose an increased
potential threat to corporate security. Giving an individual the power
to change someone else's password requires that the individual is
trusted not to:
. abuse this privilege intentionally
. divulge a user's new password by being tricked, coerced,
overheard or observed.
As the plethora of applications to which we are exposed in the e-business environment of today continues to increase, so do the problems associated with forgotten passwords.Scoping the problem
- "According to a recent survey conducted by Citrix of their
customers with 5,000 or more employees, 41 percent of users used
more than 21 separate passwords."
"According to reports from rival analyst firms Gartner, Giga and
Forrester, password management costs between $25 and $200 per
user per year."
"According to Gartner, an average of 30% of all calls to Helpdesks
are generated as a result of password related problems."
"Research conducted by IDC indicated that on average each user
will make an average of 1.75 calls to the Helpdesk per month."
The Helpdesk solution - ReSync brings the concept of self-service login account management directly to the user, empowering users to securely reset their own passwords, unlock their own accounts and, when used in conjunction with InSync, synchronize their passwords across supported platforms without any involvement from the Helpdesk.
Why Self-Service? - By applying the concept of self-service to this problem, it is possible to significantly reduce costs, enhance user security, increase effective levels of Helpdesk service and reduce wasted time overall.
Over time this leads to a general improvement in security, through the enhancement of individual password privacy. Additionally, enhanced productivity from the Helpdesk and amongst the user population, leads to lower operational costs.Organizational Cost Savings
. A secure, self-service solution for password and account reset has been shown to redistribute over 30% of issues away from Helpdesks, administrators and managers, resulting in substantial cost savings.. Ensuring 24 x 7 access to critical applications and digital resources, results in greater employee productivity.. Password synchronization across platforms leads to greater consistency within multi-platform IT environments.
Employee Cost Savings
. Employees can independently resolve network access problems through the self-service Web interface, without experiencing the delays inherent with a Helpdesk solution.. 24 x 7 access improves employee productivity.. Reduced frustration, both for the user and the Helpdesk, leads to improved productivity.
Helpdesk Cost Savings
. Free from the routine task of resetting passwords, first-line support personnel can focus on directed requests.. Reduced requirement for 24 x 7 Helpdesk personnel.
ReSync can provided a better Helpdesk experience, and potentially save you time and money.The R in ROI
It is quite easy to see how implementing ReSync can provide a better Helpdesk experience for the user, and potentially save you time and money. To highlight how these cost savings would affect your business, PassGo have built a simple calculator to help you to determine just how big this benefit can be to your company. http://www.passgo.com/products/resync/roi
Based on figures generated from the Web-based calculator,
the following graphs provide an immediate view of the scale
of savings that can be achieved. The graphs show total
savings over a three year period, and the number of months
required to pay back the cost of implementation.The ReSync module runs as a Java servlet ... [download for more]
