Enrolling in the Password Reset application to reset your password

Release version: Xanadu

Updated August 1, 2024

2 minutes to read

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Summary of Enrolling in the Password Reset application to reset your password

This guide explains how ServiceNow customers can enroll in and use the Password Reset application to securely reset their passwords through a self-service process. The process typically begins on the login page by selecting the "Forgot Password" link and proceeds through identity verification steps configured by the administrator.

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Key Features

Self-service password reset workflow: Users start by entering identifying information (username or email) and then verify their identity using one or more methods set by administrators.
Multiple verification methods for identity confirmation:
- Security questions: Users answer previously enrolled questions.
- Authenticator app: Users enroll devices and use time-based codes for verification.
- SMS code: Users authorize a mobile device to receive verification codes via text message.
- Email code: Users authorize email addresses to receive verification codes.
- Soft PIN: Users enroll and use a Soft PIN for identity verification.
Enrollment flexibility: Users can enroll in any combination of verification methods, often using their mobile devices.
Windows integration: Organizations using the Password Reset Windows Application allow password resets directly from the Windows login screen.
Theme customization: The Enrollment form defaults to a light theme but users can switch to a dark theme.

What to Expect

Upon enrollment, verification data such as security question answers or authorized devices are securely stored.
During password reset, users verify their identity by providing codes from their chosen methods or answering security questions.
Successful verification grants access to reset the password via the Reset page.
Administrators control which verification methods are available and can require multiple verifications for added security.

Practical Benefits for ServiceNow Customers

Empowers end users to securely reset their passwords independently, reducing help desk workload.
Flexible enrollment accommodates various user preferences and organizational security policies.
Integration with mobile devices and Windows systems streamlines user experience.
Customization options like theme selection improve usability and accessibility.

The self-service process is a typical process that you might follow to reset your password. Your experience might differ.

Example experience of the self-service process

On the Login page, click the Forgot Password link to start the process.
Figure 1. Login page
On the Identify page, enter your identifying information (generally your user name or email address). The example includes the CAPTCHA security feature.
Figure 2. Identify page
On the Verify page, verify your identity by providing your verification information. The admin configured the method of verification and can require multiple verifications. In the following example, the admin has configured the Security Questions verification. You must answer questions to prove your identity. (Earlier, while enrolling for the password reset process, you selected these questions and provided secure, private answers.) Other possible verifications require you to enter a code that was sent to a mobile device by SMS text, through the authenticator app, or by email.
Figure 3. Verify page
The system checks the credential store to verify your identity and then displays the new password on the Reset page.
Figure 4. Reset page

Enroll in the Password Reset program

Some organizations auto-enroll users in a Password Reset program. Your organization could offer end users the option to enroll for one or more methods of verifying your identity when resetting the password. End users can enroll for most Password Reset programs on a mobile device.

Note:

By default, the dark theme doesn't apply to the Password Reset Enrollment form. Users can change the theme to the dark theme. For more information about the dark theme, see Exploring themes in Next Experience.

End users might enroll for any combination of the following methods:

Verify your identity using an authenticator app

You enroll on a computer that you normally use to access the instance (you use an authenticator app to reset your password, but can’t use an authenticator to enroll for Password Reset Windows Application.). After you’ve enrolled, you install an authenticator app on one or more devices and then authorize the devices for authenticator verification.
Later, when you want to reset your password, read the authenticator code on your device and then enter the code on the web page to verify your identity.

Verify your identity using an SMS code (SMS verification)

To enroll, you authorize a mobile device for SMS verification.
Later, when you want to reset your password, you get a code on the device and enter the code on the web page to verify your identity.

Verify your identity using an emailed code

To enroll, you authorize one or more email addresses.
Later, when you want to reset your password, the system sends a code to the email address. You then enter the code on the web page to verify your identity.

Verify your identity using security questions verification

To enroll, you choose multiple questions that only you can answer (like the name of your first pet) and then supply answers. The system stores your answers securely.
Later, when you want to reset your password, the system presents one or more of the questions. You answer the questions to verify your identity.