When we want to access our account on a work software, we have all already experienced password problems, such as a simple forgotten password requiring the password to be reset. The organization's IT department then receives a large number of requests to process every day to ensure the operation of the accounts and the company's activity.
According to a Forrester study on password resets, each reset would cost around €65 (including time lost by the user and time spent by the IT technician).
According to the same study, users need to reset their accesses around twice a year, with variations between users requesting a reset around 4 times a year.
There are a number of reasons for this, such as forgetting the password, a keyboard stuck in capital or a change of language on the keyboard.
As you'd expect, peak resets take place in July-August and December-January.
This is where the Self-Service Password Reset (SSPR) system comes into play.
What is Self-Service Password Reset?
Self-service reset is a feature that offers users in a company the ability to change their passwords without having to call on an administrator or help desk. The use of SSPR is widespread in companies because it provides both security and productivity.
For users to be able to identify themselves and change their passwords, there are several authentication methods, such as:
- Sending an email containing a link or access code.
- An SMS or a phone call providing an access code.
After completing at least one of these authentication steps, the user can change their password.
These simple methods are optimized and allow the user to manage independently.
However, the user is not the only stakeholder benefiting from the self-service reset functionality. IT or support services also benefit, as it significantly reduces the number of password change requests from users. Self-password reset, therefore, represents an advantage for both the user wishing to access their account and the IT department in charge of account management.
Let's look at two different scenarios now:
Scenario 1: Absence of self-service password change
A user wants to use a software program, but can no longer find his access data → contact the IT department to request a password reset.
This involves either a call, an e-mail or a trip, all of which are a waste of time for the employee.
The IT department is often overwhelmed, and will do its best to respond to the urgency of the request.
During this time, neither the employee nor the technician will make any progress on their core tasks.
Scenario 2: Presence of self-service password change
This same user in the same context will go to the platform of his company's password reset solution. He'll ask for his password to be reset, and a few minutes later he'll be up and running again.
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Why is it better to have an SSPR?
When this functionality is not present at the company level, it leads to detrimental consequences.
The absence of SSPR slows down the company's activity and compromises its security. Users find themselves blocked, unable to accomplish their tasks, and if this happens repeatedly every day or every week, it becomes problematic because work stagnates and the company risks losing money in the long term.
For the IT department, the lack of a password reset solution prevents them from focusing on other problems that may affect the company's activity. They are forced to manage a large number of password change requests instead of activities with greater added value.
As you can see, it is preferable to be able to make the change yourself using the self-service reset functionalities.
The ability to change passwords in self-service is very advantageous.
Time saving:
Employees can manage their own password changes, allowing them to quickly access their accounts without being blocked by wait times. The IT department has more time to process other requests, promoting increased overall productivity.
Self-service password reset is available at any time of the day and is accessible on all platforms, whether on a computer, phone, or tablet, thanks to its SaaS deployment.
Financial advantage:
Self-service password changes can generate significant savings by reducing the need for dedicated support staff for password resets. Also, the return on investment is considerable thanks to the reduction in employee downtime caused by blocked accounts or lost passwords.
Simplified management:
Solutions that offer self-service password reset can notify employees when their password is about to expire, allowing them to take timely action.
All changes made are recorded (provisioning) to ensure traceability and better account management by the IT department.
Although self-service password reset offers many advantages, you must also consider certain security issues.
While self-service password reset can simplify password resets for users, it can also make the most sensitive accounts vulnerable to cyberattacks. To ensure the security and compliance of activities, the company may choose to disable the feature on certain applications.
If you want to go further to ensure the security of your systems, there are two-factor authentication solutions. If a suspicious individual has managed to change your password, they will be blocked at the time of login.
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How can you integrate the SSPR system into your company?
You have several options for integrating self-service password reset into your company.
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, and often these applications are administered by an administrator, which prevents certain actions from being carried out.
The second option is to choose a centralized platform for password resetting. This approach overcomes the previous problems 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.
When you use an identity and access management (IAM) solution, which is particularly well-suited to this type of situation, you connect all your applications, such as Active Directory, HRIS and all your applications. You then define a rights and access management policy. IAM solutions like Youzer enable you to automate user accounts, saving time and increasing reliability. In our case, the SSPR is designed to be managed by administrators: they set applications that can be reset (for example, there is never Active Directory). Users have access to another interface, log in with secure access and can choose the application for which they wish to reset the password.
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 a time-consuming and resource-intensive process.
The huge advantage of a SaaS-based authorization management solution is that there's nothing to install on user workstations, making it easy to manage and set up.
You can also monitor sensitive groups by alerting them to unusual or suspicious activity.
Conclusion
Self-Service Password Reset offers numerous advantages for improving the operation, security, and productivity of your company. It makes the user experience more pleasant and efficient. In addition, IT teams receive fewer requests regarding password resets, allowing them to focus on tasks with higher added value.
