84 Percent of Helpdesk Employees Save Time if End Users Have the Ability to Reset their Own Passwords, According to a New Tools4ever Survey

The survey finds that helpdesks could save a great deal of time if end users could reset their own passwords. Additionally, complex password management typically leads to employees needing to reset their passwords on an ongoing basis.

LYNBROOK, New York – Feb. 21, 2012 — Tools4ever, the worldwide market leader in identity and access management solutions with more than five million user accounts, announced today the results of a recently conducted a survey on the issue of allowing end users to reset their own passwords. The results of the survey indicate that by employing a self-service reset password management solution, an organization’s helpdesk and IT employees can focus on more pressing technology matters than resetting employee passwords.

According to the Tools4ever survey, IT and helpdesk employees often are required to address an overwhelming number of calls each day, with more than half of the 110 respondents indicating that their helpdesk receives more than 100 calls a week.

The survey also shows that 56 percent of respondents said the number of passwords required of employees to access their systems directly affects the number of calls the helpdesk receives.

“Complex password management typically leads to employees needing to reset their passwords on an ongoing basis, making it difficult for employees to easily access their systems and information, according the results of this survey,” said Dean Wiech, managing director of Tools4ever.

Many of those surveyed also said their employer requires complex passwords in conjunction with requirements to change their passwords every month.

All of these factors lead to a great deal of time spent on password resets, which could easily be done by end users with a self-service reset password management tool.

Key Findings
A summary of the key findings include:

• The helpdesk receives an overwhelming number of calls each week:
Helpdesk and IT employees spend an inordinate amount of time on tasks that are simple, but time-consuming, tasks, such as password resets. The survey found that 55 percent of respondents said that they receive more than 100 calls a week. This shows how extremely busy helpdesks are at addressing simple tasks that take time away from other projects.

• Many of the password reset calls are for Active Directory:
Resetting Active Directory passwords quickly is critical because without them users cannot access their computers or any additional applications to get their work done. More than 70 percent of respondents said that password reset calls are usually for AD accounts, showing the importance and time-critical nature of the password resets that most helpdesk employees deal with.

• The helpdesk could save a great deal of time if end users could reset their own passwords:
According to the survey, 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 helpdesk a great deal of time and allow employees to focus on other important tasks. Eighty-four percent of respondents agreed that they could save a lot of time if a self-service reset password solution was introduced at their companies. Many helpdesk employees also reported that a self-service password reset solution could save a great deal of money, as well as increase the level of service for end users.

Self Service Reset Password Manager
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. Users simply click the “forgot my password” button and provide answers to the security questions.

“The results of this survey clearly indicate that employees and employers both can reap the benefits and time savings associated with an automated self-service solution when it comes to forgotten passwords,” said Wiech. “Password resets, though one of the easiest IT tasks to manage, are one of the most distracting and time-consuming tasks IT professionals face.”

The survey consisted of 13 questions and was aimed at capturing the responses of helpdesk and IT employees. It was taken by respondents in England, The Netherlands, the United States, Germany and France.

The view the complete results of the survey, visit: http://www.tools4ever.com/files/pdf_nl/SSRPM-Survey-Report.pdf

Find out more details on SSRPM and its full functionality: http://www.tools4ever.com/software/self-service-reset-password-management/

About Tools4ever
Tools4ever distinguishes itself with a no-nonsense approach and a low total cost of ownership. In contrast to comparable identity and access management solutions, Tools4ever implements a complete solution in several days rather than weeks or months. Because of this approach, Tools4ever is the undisputed identity and access management market leader with more than five million managed users. Tools4ever supplies a variety of software products and integrated consultancy services involving identity management, such as user provisioning, role-based access control, password management, single sign on and access management. For more information, visit www.tools4ever.com.

Laura Ascione