Why Self-Service Password Reset Tool Is The Need of The Hour?

by Paul Anand
on Sept 9th, 2019

The IT help desk of any organization is continuously involved in resolving queries such as installing and configuring computer systems, diagnosing hardware/software faults, and solving technical problems, etc. However, the IT help desk is also burdened with password-related queries most of the time. According to a report by Forrester, almost 20% of support tickets involve passwords. One such password query which burdens the IT help desk is manually resetting passwords. This happens in organizations that don’t have a self-service password resetting tool. But manually resetting passwords don't only affect the IT help desk, but also the end-user.

Disadvantages of Manual Password Resets for the End-User

1. Delay in Resetting Passwords

As mentioned before, the IT help desk is involved in several tasks, which could be more important than resetting a user password. However, the IT help desk usually receives a lot of passwords reset requests daily. They usually resolve each user request one-by-one. As a result, there could be a delay in the resolution for resetting the password of the end-user.

2. Delay in Productivity

Users' productivity is directly related to access. If a user sends a password reset request to the IT Dept then the user would have to wait for the IT Dept to resolve the same before the user can begin using the app. This process might hamper the productivity of the end-user as the user can’t login into the app. This happens in organizations that have manual password reset policies.

Disadvantages of Manual Password Resets for the IT Help Desk

1. Changing the Priorities

IT help desks using the manual password reset tools are continually burdened with the ever-growing flow of password reset requests. At times, the IT help desk might have to prioritize resetting passwords above other major tasks. Thereby, spending the valuable time of IT resources into a less important or a less productive task.

2. Cost to an Organization

A report published by Forrester stated that each password reset request costs $70 for a company. Also, according to a study by Gartner, it takes $20-$40 to resolve each password reset request. Therefore, manual password reset requests can cost a lot to any organization.

How can a self-service password reset solution reduce the burden of the IT Dept and the end-user?

A self-service password resetting solution can reduce the burden of the IT Dept of an organization as well as the end-user from manually resetting passwords.

Advantages of a Self-Service Password Reset Tool for the End-User

1. Immediate Action on Resetting Passwords

A self-service password resetting tool allows the end-user to reset their passwords on their own while following all the necessary security protocols. Therefore, a self-service password reset tool avoids any involvement of the IT help desk for resetting the password. Hence, there is no more delay in resetting the end-user passwords.

2. Huge Impact on User Productivity

A self-service password resetting tool allows the end-user to immediately reset their password(s). Therefore, there is no more delay from the IT help desk and there is no more delay in the productivity of the user, as the user can immediately access their app after resetting the password.

Advantages of a Self-Service Password Reset Tool for an Organizations

1. An Aid to the IT Help Desk

A self-service password resetting tool saves a lot of time of the IT help desk by allowing the end-user to act on their own. Therefore, a self-service password resetting tool gives the IT department the time to focus on their immediate priorities and utilize their time on much productive work.

2. Decreases Help Desk Cost for an Organization

A self-service password resetting decreases the password reset requests to help desk by 90%. Therefore, it directly impacts the cost to the organization incurred from password reset requests.

A self-service password resetting decreases the password reset requests to help desk by 90%. Therefore, it directly impacts the cost to the organization incurred from password reset requests.

Conclusively, we can say that every organization must have a password resetting tool to aid their IT help desk as well as their end-user.