Password Services: Reduce Help Desk Calls

SysAid's Password Services module is a solution that allows end users to securely reset their passwords and unlock their accounts without intervention from the IT staff, dramatically reducing the number of service requests submitted by your end users. Allow your IT staff to focus on more challenging tasks and help your end users avoid delays waiting for IT staff to respond. Raise both your admins and end users satisfaction, while keeping them productive.

Automate your handling of password management service requests and start reducing your help desk calls today!

Improve ROI: Save Time and Money

Password security policies are very effective in taking the proper precautionary measures; however they can have large, hidden costs due to high frequency that users forget their passwords. In fact, a password service request is the most common type of call to the average IT help desk—leading analyst firms show that around 40% of calls to the typical help desk are related to password reset or lockout.

Consider how time-consuming and costly password procedures are in your company by taking a look at this ROI calculator designed to estimate your potential cost savings. Now consider how quick, simple, and cost-effective SysAid's Password Services is — making this module one of the best IT investments you can make. Facilitate a greater company-wide ROI by increasing admin productivity and lowering your end users' lost time.

Empower Your End Users While Increasing Productivity

End users can reset their passwords at any time from any location, without delays or the need of an IT admin. SysAid Password Services is accessed conveniently from:

• The End-User Web Portal in SysAid
• Your organization's website or portal, using your company's branded icon
• Any mobile device!

End users who click the Password Self Service icon are taken to the Password Self Service wizards so that they can:

• Reset their own password in the event that they’ve forgotten their password
• Unlock their own account if they have too many unsuccessful login attempts

End users who need to reset their passwords or unlock their accounts can access Password Self Service from:

• The Windows logon screen
• The computer of any colleague who is connected to the network
• Any shared computer that has access to the website where you’ve embedded the Password Self Service icon
• Their mobile phone or tablet

After a successful password reset, end users immediately obtain their new password in a method you specify in advance.

• End users can enter a new password directly from the Reset Password Wizard
• The Reset Password Wizard can send the end user an email to a secondary account with a new, temporary password
• The Reset Password Wizard can send the end user an SMS with a new, temporary password

SysAid Password Services – it’s fast, it’s secure, it’s reliable – with easy accessibility to your end users!

Ease Admins' Workload and Improve Their Oversight

With SysAid Password Services, busy administrators no longer need to involve themselves in every password problem their end users have, yet they will still maintain complete oversight of all Password Services actions by:

• Receiving an email, SMS, or creating a new Service Request each time a user resets a password or unlocks an account using SysAid Password Self Service with Password Services Notifications
• Reports that include password service activities and enrollment status—sent to admins daily, weekly, etc.
• Viewing Password Services events and activities in the Audit Log, including both end user and administrator activities

Admins' time and energy are critical to any functioning company—help admins be as efficient as possible!

Identity Verification with Specialized Security Questions

Each end user enrolls in Password Services by answering a selection of built-in or customized security questions. These questions are specially designed to be personal and easy to remember for the end user, but difficult for others to guess.

• Secure and reliable questions
• Determine how many questions an end user must answer
• Full customization and control - IT admins can modify questions, create new questions, and mark specific questions as mandatory

Customization Settings for Maximum Ease and Protection

Enhanced security ensures you have the ultimate protection:

• Fully compliant with your existing LDAP policies, including password length, complexity, and more
• Display Word Verification (Captcha): In order to prevent automated processes from attempting to use the Unlock Account or Reset Password wizards, users must enter letters and numbers displayed in an image
• Limited number of invalid attempts to answer security questions before SysAid locks an end user out for the amount of time you specify
• When a temporary password is sent to the user, it is set to expire if the user does not log in and change it within the defined interval

The Result: SysAid Password Services dramatically reduces help desk calls—saving you time and money!