Self-Service Password Reset: the key to enhanced productivity at work

Maxime Tolub

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Marketing manager

07/2023

Articles
>
Cybersecurity
Self-Service Password Reset (SSPR) in companies offers users the possibility of resetting their passwords without the help of an administrator or help desk. This feature enables employees to manage their accounts more efficiently.

Contents

When it comes to accessing accounts on business software, we've all experienced password problems, such as a simple oversight requiring the password to be reset. The organization's IT department then receives a large number of requests to deal with on a daily basis, to ensure the smooth running of the company's accounts and business.

This is where the Self-Service Password Reset (SSPR) comes in.

What is Self-Service Password Reset?

Self-Service Reset is a feature that enables corporate users to change their passwords without the need for an administrator or helpdesk. The use of SSPR is widespread in the enterprise, providing both security and productivity.

To enable users to identify themselves and change their password, several authentication methods are available, such as :

  • Sending an e-mail containing a link or access code.
  • An SMS or phone call providing an access code.

After passing through at least one of these authentication steps, the user is able to change his or her password.

These simple methods are optimized to enable the user to work independently.

But it's not just the user who benefits from the self-service reset feature. It also benefits IT departments and help desks, as it leads to a significant reduction in password change requests from users. Self password reset therefore represents an advantage both for the user wishing to access his or her account, and for the IT department in charge of account management.

Let's look at two different scenarios:

Scenario 1: Self-service password change not available

Arthur has to make an urgent sales presentation. When he tries to log on to Salesforce to work, he realizes that his password doesn't work. Stress begins to mount, and he rushes to the IT department to request a password change. Arthur realizes that the IT department is swamped with requests, and processing takes a long time.

Meanwhile, Arthur watches the minutes tick by, unable to work or meet the deadlines for his sales presentation.

Scenario 2: Self-service password-change facility

Arthur encounters a password problem when trying to connect to Salesforce. Using the password self reset feature, he clicks on "forgot password" to reset his credentials. He immediately receives a confirmation e-mail containing a link redirecting him to the password change procedure.

Arthur is prompted to answer questions he had previously set up for account recovery. After providing the correct answers, he enters his new password. In just a few minutes, Arthur is able to access his account without further difficulty, and starts work without delay.

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Why is it better to have an SSPR?

When this functionality is not present at company level, the consequences can be detrimental.

The absence of SSPR slows down the company's activity and compromises its security. Users find themselves blocked, unable to perform their tasks, and if this happens repeatedly every day or week, it becomes problematic, as work stalls and the company risks losing money in the long term.

A study by Finn Partners (formerly Widmeyer) shows that companies lose an average of $420 per employee per year due to password-related problems.

For the IT department, the lack of a password reset solution prevents them from concentrating on other issues that could affect the company's business. They are forced to deal with a large number of password change requests instead of higher value-added activities.

IT department overloaded with requests

As you can see, it's best to be able to make the change yourself, using the self-service reset functions.

The ability to change passwords on a self-service basis is a great advantage.

Time-saving :

Employees can manage password changes themselves, enabling them to access their accounts quickly without being held up by waiting times. This gives the IT department more time to deal with other requests, boosting overall productivity.

Self-service password reset is available at any time of day, and can be accessed on any platform, whether computer, phone or tablet, thanks to its SaaS deployment.

Financial benefits :

Self-service password modification can generate significant savings by reducing the need for support staff dedicated to password resets. Also, the return on investment is considerable thanks to the reduction in employee downtime caused by blocked accounts or lost passwords.

Easy management :

Solutions offering self-service password change can notify employees when their password is about to expire, enabling them to take action in good time.

All changes made are recorded (provisioning) to ensure traceability and better account management by the IT department.

While self-service password change offers many advantages, there are also a number of security issues to consider.

Self-service passord reset can simplify password resetting for users, but it can also leave the most sensitive accounts vulnerable to cyber-attacks. To ensure business security and compliance, companies may choose to disable the feature on certain applications.

If you want to go one step further to ensure the security of your systems,two-factor authentication solutions are available. If a suspect has managed to change your password, he or she will be blocked from logging in.

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How can you integrate SSPR into your company?

You have several options for integrating self-service password resetting into your business.

The first is to let users carry out the resetting themselves via native tools; password modification functions are generally present in most software. But here a problem arises: users leave no trace of their actions.

The second option is to choose a centralized platform for password resetting. This approach remedies the previous problem by maintaining a history of actions carried out (provisioning) for a user, while offering global access to all information from a single location. To guarantee the security of actions taken, it is essential to ensure traceability, which can be achieved through a provisioning process.

Opting for this option will make it easier to monitor sensitive groups by generating alerts sent to the IT department in the event of unusual or suspicious activity.

It's important to note that some self-service password reset solutions are installed directly on the company's servers, or on each user's workstation in on-premise mode. This can be quite cumbersome to deploy, requiring time and resources. An interesting alternative would be to integrate open-access password modification with SaaS-based IAM (Identity and Access Management) solutions such as Youzer. This approach would relieve the company of the constraints associated with local deployment and maintenance.

Conclusion

Self Service Password Reset offers numerous advantages for improving your company's operations, security and productivity. It makes the user experience more pleasant and efficient. What's more, IT teams receive fewer requests for password resets, freeing them up to concentrate on higher value-added tasks.

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