Password Reset "Release+22"

[james_owen]

I'm not exactly sure what the solution to a catch-22 should be called (release+22?), but Password Reset lab participants at K15 had the opportunity to try out a new feature that resolves a common catch-22.

The problem goes like this: Sally forgot her password and wants to reset it, without calling the service desk. She knows this is possible, but she must first log into her PC to access the browser. Well, she doesn't know her password so can't log into her PC, thus the catch-22.

Password Reset Desktop Integration resolves this by integrating with Windows as a credential provider (into the Ctrl+Alt+Del screen). Now, Sally can simply select the "Reset Password" icon (before authenticating) and run through the user verification and password reset process in a locked-down browser (can't access another page, click "back", etc.). Of course, Sally can still reset her password with her mobile phone or any other device with browser access as well, but the desktop integration provides one more option to decrease service desk calls and increase user satisfaction.

Speaking of user satisfaction, this was an interesting takeaway from lab participants. Demonstrating the value proposition for adopting self-service password reset is really straightforward. Industry analysts estimate password resets are between 20-50 percent of all service desk calls. Creating a business case by calculating the cost to reset passwords, along with lost productivity, is common and customers often recognize significant savings after adoption. However, user satisfaction is also an important goal, and outcome. As lab participants indicated and as many studies show, users are increasingly expecting self-service. The convenience of resetting passwords directly from the Windows login screen is expected to be a welcome addition for users stuck in the catch-22.