84% of Helpdesk Employees said they Could Save Time if they had the Ability to Reset their Own Passwords

IT and helpdesk employees often deal with an overwhelming amount of calls to the helpdesk each day. The survey found that over half the respondents (55%), said their helpdesk receives over 100 calls a week! It also found that 56% of respondents felt that the overwhelming amount of calls to the helpdesk were due to people having too many passwords to remember leading them to need to reset many of them. Many of those surveyed also said their company requires complex passwords in conjunction with requirements to change their passwords every month.  All of this leads to a lot of time spent on password resets, which could be easily done by end users with Self Service Reset Password Management software.

Key Findings
There were a total of 110 respondents which consisted of helpdesk and IT employees. A summary of the key findings:

• The helpdesk receives an overwhelming amount of calls each week:
• Helpdesk and IT employees spend an inordinate amount of time on tasks that are simple but are time consuming such as password resets. The survey found that 55% of the respondents said that they receive over 100 calls a week! This shows how extremely busy they are with simple tasks which take time away from other projects.

Many of the password reset calls are for Active Directory
Active Directory passwords are critical to reset quickly because without them users cannot access their computers or any additional applications to get their work done. 71% of respondents said that password reset calls are usually for AD accounts, which shows the importance and time critical nature of the password resets which most help desk employees are dealing with.

The helpdesk could save a great deal of time if end users could reset their own passwords:
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 help desk a great deal of time and allow them to focus on other important tasks. 84% of respondents agreed that they could save a lot of time if a self service reset password solution was introduced at their companies. Many help desk employees also felt that this type of 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. They 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 solution to provide self service  when it comes to forgotten passwords.


For the complete survey results, click here. 

For more information on SSRPM, please visit our website.

Tools4ever Develops Connector with Microsoft Lync

Tools4ever’s new connector make it possible to configure a host of settings for Lync users based on information from the source system, such as setting a phone number for the use of Microsoft Exchange Unified Messaging, among other features.

Tools4ever announced recetnly that is has developed a connector for the enterprise instant messenger application Microsoft Lync (previously Microsoft Office Communicator). The new connector drastically simplifies the management of user accounts and access privileges by eliminating the need for manual and error-prone procedures.

 Tools4ever’s Identity and Access Management suite, including User Management Resource Administrator (UMRA), allows users to have actions performed in Microsoft Lync based on data from any source system. For instance, a Lync user is created when a new employee is added to the human resource system. It is also possible to disable a Lync user when the associated employee leaves service.

 Besides enabling and disabling user accounts in Microsoft Lync, the new Lync connector make it possible to configure a host of settings for users based on information from the source system, such as setting a phone number for the use of Microsoft Exchange Unified Messaging, as well as makes it possible to retrieve information from Lync for various reporting purposes, such as a list of Lync users including their status, phone number, rights and/or Lync group, or to select a group of Lync users based on their location specified in Active Directory.

 Since these actions are performed without the need for intervention or manual procedures by systems administrators, valuable time can be saved and errors prevented.

 UMRA is deployed by many organizations for the day-to-day management of user accounts in the Active Directory. As part of the influx, progression and departure of employees, UMRA serves as a graphic shell around the network with which, for instance, a service desk can use electronic forms to carry out these user account management tasks safely and by delegation. Alongside the basic management of user accounts in the Active Directory, UMRA offers (default) connectors for handling the user management for various other systems, including facility management, content management, email and helpdesk systems.

“Tools4ever continuously develops new tools and products to help our clients achieve the most from their solutions, and to automate, access and manage their accounts in the most efficient manner,” said Dean Wiech, managing director of Tools4ever. “Tools4ever’s new Lync connector enables more internal automation and dramaticly simplifies the management of user accounts.”

A full overview of UMRA connectors is available on the website.  For more about Tools4ever, visit www.tools4ever.com.

Major Time Saver for Helpdesk...

Tools4ever recently conducted a survey on the issue of allowing end users reset their own passwords, and if and how this could benefit the helpdesk or IT employees .

IT and helpdesk employees often deal with an overwhelming amount of calls to the helpdesk each day. The survey found that over half the respondents (55%), said their helpdesk receives over 100 calls a week! It also found that 56% of respondents felt that the overwhelming amount of calls to the helpdesk were due to people having too many passwords to remember leading them to need to reset many of them. Many of those surveyed also said their company requires complex passwords in conjunction with requirements to change their passwords every month.  All of this leads to a lot of time spent on password resets, which could be easily done by end users with Self Service Reset Password Management software.

Key Findings
There were a total of 110 respondents which consisted of helpdesk and IT employees. A summary of the key findings:

The helpdesk receives an overwhelming amount of calls each week:
Helpdesk and IT employees spend an inordinate amount of time on tasks that are simple but are time consuming such as password resets. The survey found that 55% of the respondents said that they receive over 100 calls a week! This shows how extremely busy they are with simple tasks which take time away from other projects.

Many of the password reset calls are for Active Directory:
Active Directory passwords are critical to reset quickly because without them users cannot access their computers or any additional applications to get their work done. 71% of respondents said that password reset calls are usually for AD accounts, which shows the importance and time critical nature of the password resets which most help desk employees are dealing with.

The helpdesk could save a great deal of time if end users could reset their own passwords:
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 help desk a great deal of time and allow them to focus on other important tasks. 84% of respondents agreed that they could save a lot of time if a self service reset password solution was introduced at their companies. Many help desk employees also felt that this type of 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. They simply click the ‘forgot my password’ button and provide answers to the security questions. In reference to the survey results, Dean Wiech, Managing Director of Tools4ever, Inc. stated, ”The results of this survey clearly indicate that employees and employers both can reap the benefits and time savings associated with an automated solution to provide self service  when it comes to forgotten passwords.”
Read the full survey results:

For more details on SSRPM and its full functionality please visit our website.