Press release

SSRPM Survey

Password Reset Software Can Save Helpdesk Valuable Time

Survey finds: "84% of Helpdesk Employees Could Save a Significant Amount of Time if End Users Reset their Own Passwords."

In a recent survey, Tools4ever found that Helpdesks are inundated with basic, yet time-consuming tasks such as password resets, resulting in negative consequences on productivity.

Tools4ever, a market leader in Identity and Access Management solutions, recently conducted a survey on the issue of allowing end users to reset their own passwords to find out if or how this could benefit Helpdesk or IT employees . IT and Helpdesk employees often deal with an overwhelming amount of calls each day. Over half the respondents of the survey, 55% , reported that they received over 100 calls a week! 56% of respondents also felt that this overwhelming amount of calls was due to people having too many passwords to remember, leading them to forget credentials and contact the Helpdesk for resets. Many of those surveyed also said their company required complex passwords in conjunction with requirements to change their passwords every month. Policies such as these can lead to staff forgetting their passwords and/or to storing password details insecurely. All of which can result in a great deal of time being spent on password resets.

Key Findings

There were a total of 110 respondents made up of Support Desk and IT employees. Here is a summary of the overall findings: Helpdesks receive an overwhelming amount of calls each week: Helpdesk and IT employees spend an excessive amount of time on basic, yet time-consuming tasks such as password resets. 55% of the respondents said that Helpdesk receives over 100 calls a week. This demonstrates how Support Desks can become overloaded with simple tasks, taking focus away from other, more network critical projects.

Many of the password reset calls are for Active Directory:
It is critical that Active Directory passwords are reset quickly, as without them, users cannot access their computers or any additional applications - therefore productivity suffers. 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 Helpdesk employees are dealing with.

Helpdesks 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 them and the Helpdesk a great deal of time, allowing both parties 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 workplace. Many Support 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, Robert Doswell, Managing Director of Tools4ever, Ltd. commented, "In the case of forgotten passwords, the results of this survey clearly indicate that employees and employers can both reap the benefits and time savings associated with an automated solution to provide self-service resets ."

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