Forrester research shows that the average cost for a single password reset performed by a help desk is about $70. With password reset tickets constituting a major chunk of an IT help desk’s routine, it’s easy to imagine how high these costs can rise and how much time is needed to resolve issues. Still, many organizations find it difficult to adopt a password self-service solution for various reasons, such as end users being accustomed to the traditional email ticketing system, the complexity of self-service solution interfaces, and the risk of inviting cyberattacks due to a lack of proper security controls.
Passwords are the first line of cyberdefense, and resetting or changing them is not a simple, one-click task. First, the employee requesting the change must have their ID verified. Then comes the laborious step of locating and updating the various apps they use with the new password, which in turn consumes more help desk time. The end user's productivity also suffers as they have to wait to regain the access required to perform their job.
For organizations, successful deployment of IT self-service is like walking a tightrope between security and end user experience. With the right tools and know-how, it's easy—and that's exactly what we aim to teach you in this webinar.