Resetting passwords is the most common help desk issue of all time. The average cost per password reset is estimated to be around US$10 to $13. With passwords expiring every 60 days on average, and with all of the crazy multi-case, number/symbol requirements, it's enough to drive you up your cubical wall. Even the sharpest people have problems with their passwords. Well, here are a few solutions that do not require passwords.
Imprivata - Here is a badging system that allows users into the work place, parking lot, and the network - including remote access. When a person leaves the company, deprovisioning only requires the deactivation of the badge.
Bioscript - Here is a biometric security system that allows employees access into the office, into the network, and keeps track of their time.
Sagem Morpho - This is another biometric system, and they had the best graphics for me to borrow.
Biometric reading hardware has been around for over ten years, and to be honest, it has never taken off. Here is my question; do you think a badging system like Imprivata, that allows network authentication could revolutionize your IT department? Do you think you'd have to lay off analysts if your comany implemented this system? Have I missed any other software packages that could also eliminate password resets? Let me know. Send me a comment.
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Unfortunately, password resets will always be with us. The question really is - How much can they be eliminated/minimized?
Two reasons why there will always be password reset call:
1 - Some companies simply will not invest the $$ to provide this service. For various reasons, even with compelling business models outlining ROI and other advantages, some companies just will not shell out the cash.
2 - Some users are simply too tied to the HelpDesk via the phone - perceived speed, friendly voices, older workers with a fear of technology are among some of the reasons people keep calling.
Some ways to help minimize the password calls are education, education, and more education. Educate users when they are first hired on the frequency of password expirations, incorporate ways to minimize the number of passwords needed (if possible) and continue to educate users on how to use the self-help tools available to them.
Posted by: John Alfonso | October 14, 2007 8:18 PM | Permalink to Comment