Eliminate Security Risks

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1 Eliminate Security Risks A NOVELL NSURE SOLUTIONS BUSINESS WHITE PAPER

2 Table of Contents Eliminate Security Risks 2 ACHIEVING AGILITY WITHOUT COMPROMISING SECURITY 3 THE PROBLEM: PASSWORD INFLATION 4 SOLUTION REQUIREMENTS 6 A COMPLETE PASSWORD MANAGEMENT SOLUTION FROM NOVELL 7 COMPELLING BUSINESS BENEFITS 9 MOVING BEYOND PASSWORD MANAGEMENT 9 CONCLUSIONS

3 2 Eliminate Security Risks Achieving Agility Without Compromising Security Today, enterprise information technology (IT) executives are important players in helping their organizations become adaptive and agile enterprises. This requires the IT staff to continually add applications, services and users to the enterprise IT infrastructure to respond to the needs of the business. At the same time, IT executives are striving to reduce costs, comply with government regulations, improve service and productivity, and strengthen security. The ability to grant users inside and outside of the organization secure access to the organization s IT resources according to their business relationships and roles is called secure identity management. Secure identity management is key to achieving agility while meeting business objectives. The foundation for secure identity management is identity, and a key component of user identity is the set of passwords the user has assigned to access various IT resources. As a result, password management the ability to effectively and efficiently manage passwords as a critical part of the user s identity is a key component of identity management. Password management leverages the user s identity to provide secure access to resources for both internal and external users. Password management, however, is becoming more difficult as organizations rapidly increase the complexity of their IT infrastructures by adding applications and services each with a separate login process. Users have to remember a large and growing number of passwords to access the resources they need and administrators have to manage those passwords. The result is lower user productivity, increased security risks, and higher system administration and support costs. Novell Nsure password management solutions, key components of the Novell Nsure secure identity management solutions family, provide an answer. Novell Nsure password management solutions simplify the use and management of passwords to help organizations enhance the user experience, increase security, streamline business processes and lower system administration and support costs. Password management is a good place to start in building a more complete secure identity management solution. That s because password management solutions typically show a return on investment (ROI) in less than one year. According to analysts, password management products provide

4 Eliminate Security Risks 3 a high, easily demonstrated ROI, and help organizations meet such business goals as improved user convenience, enhanced system security and reduced IT or help desk overhead. With a Novell Nsure password management solution in place, the organization can easily add complementary identity management technologies to build a complete secure identity management solution. This paper describes the problems created by the increase in passwords. It discusses the need for a password management solution, and it presents the criteria that the solution should meet. Finally, the paper presents the Novell Nsure password management solutions. It describes how they enable organizations to address their most critical password-related challenges while building a strong foundation on which to add other secure identity management capabilities. THE PROBLEM: PASSWORD INFLATION To remain competitive, enterprises need to provide their employees, customers and partners with secure access to applications and services. This presents a challenge because of the large and rapidly growing number of applications and services, and the enormous and expanding user base. A major component of the challenge is costs, increases security risks and makes regulatory compliance difficult. Drives Up Support and Administration Costs When users forget their passwords, they call the help desk. According to analysts, nearly 30 percent of help desk calls are password related. Analysts also estimate that each time end users call the help desk, it costs anywhere from $25 to $50. Translation: if an organization with 10,000 users receives an average of 450 password-related calls per month, it can expect to spend between $135,000 and $270,000 a year resetting lost or forgotten passwords. Password inflation also drives up administration costs because IT personnel have to separately manage passwords for dozens of different systems. This consumes valuable time that administrators could otherwise spend on more strategic issues. According to analysts, the annual time spent managing passwords for an average 5,000-user organization with four to eight applications is 4,150 hours, and with over 20 applications is 10,700 hours. Increases Security Risk Password inflation increases security risks in a variety of ways: what Gartner Research calls password inflation 1. That is, users must remember a continuously increasing number of passwords to access the tools they need. Password inflation makes systems difficult to use, resulting in user frustration and reduced user productivity. Worse yet, password inflation drives up administration and support Users often have trouble remembering all the different passwords they need, so they compensate by employing such methods as jotting passwords down on paper, using weak passwords and reusing old ones. These methods invite password theft and put critical corporate resources at risk. 1, Single Sign-on, and Authentication Management Infrastructure Products: Perspective, Ant Allan, Gartner Technology Overview, January 7, 2003.

5 4 Eliminate Security Risks People who have terminated their relationship with the organization may retain access to corporate resources for some time because the administrator has not yet removed their passwords from all applicable systems. This lingering access not only compromises security, it also costs money if the person continues to use corporate resources such as Internet services, phone cards and cell phones. Some systems require that help desk technicians be granted far-reaching administrative privileges just so they can reset passwords. This potentially gives them unauthorized access to sensitive information. Many applications and systems, especially legacy systems, have limitations on the level of passwords they can handle. Passwords may, for example, be limited to just a few characters. Enforcing security with users who are outside the control of the organization, such as customers and partners, is difficult at best. Reduces User Productivity and Satisfaction With so many passwords to remember, it s typical for users to spend an inordinate amount of time on the phone with the help desk to reset lost or forgotten passwords. Besides increasing support costs, this creates a productivity problem for end users and for the IT staff. According to analysts, the average duration of a password-related call to the help desk is 25.2 minutes. This means that in an organization with 10,000 users, people collectively waste 2,268 hours each year getting assistance with passwords. It also means that the IT staff is so busy managing passwords that they are not focusing on initiatives more strategic to the organization. The difficulty of remembering passwords can also reduce revenue opportunities for the organization. Consider a customer trying to access services or transact business on the organization s Web site. If the customer loses or forgets one or more passwords, and the password reset process is complex or lengthy, the customer may give up and even defect to a competitor s site. This results in a lost revenue opportunity. It also negatively impacts the customer s perception of the organization, reducing future opportunities with that customer. Increases Difficulty of Regulatory Compliance Government regulations such as the European Union Data Protection Directive, HIPAA, the Gramm-Leach- Bliley Act, the 1995 Seoul Declaration on Privacy and the 1998 Singapore Declaration on Privacy & E-commerce define strict requirements for ensuring the security of many types of information. So do open standards specifications such as Common Criteria and British ISO Password inflation makes it difficult to comply with the everincreasing number of government information security regulations and evolving open standards security specifications. SOLUTION REQUIREMENTS To address the challenges and reduce the complexity presented by common password management practices, organizations need a comprehensive, efficient and effective password management solution that meets four major requirements:

6 Eliminate Security Risks 5 Simplified access for users Strong security Support for access by outside users Comprehensive technology and service offering Simplified Access for Users In the typical enterprise, users have to grapple with too many passwords. Consequently, productivity drops and support costs rise. Simplifying use with respect to passwords can be accomplished in two ways. The first is reducing the number of passwords users have to remember while still allowing them to securely access all the resources they need. The second is permitting users to reset their own passwords when they forget them without IT assistance. Simplifying password access keeps users and the help desk staff working productively. Users get the information and resources they need with minimum effort, and the volume of calls to the help desk drops significantly, freeing the staff to handle more complex issues and reducing staffing requirements. Strong Security As companies extend access to more users both internally and externally, it becomes increasingly important to protect resources from unauthorized access. As a result, the solution should safeguard resources with robust security that includes enforcement of strong password policies, support for advanced authentication methods, protection from eavesdroppers, prevention of unauthorized access by the internal staff, and password enhancement for legacy systems. In addition, the solution should support efforts to comply with government regulations and open standards specifications. Support for Access by External Users More and more companies are extending access outside the walls of the organization to customers, partners, citizens and patients. The password management solution should provide a means for supporting these external users while ensuring strong protection for critical internal resources. One way to provide external access is to permit easy and secure access of Web-based applications and services. Comprehensive Technology and Service Offering Many organizations do not have the wide range of expertise and skills required to design, implement and maintain a password management solution, let alone a complete secure identity management solution. Yet these organizations are faced with implementing a password management solution in a highly complex environment. What s more, they must ensure that the solution they implement today can be extended in the future to include additional password management and identity management capabilities. In light of this, the solution vendor should offer consulting and support services such as help in identifying potential security risks, in developing a comprehensive password management policy that addresses those risks, and in supporting the deployed solution. In addition, the solution should offer comprehensive and modular functionality, encompassing a range of complementary

7 6 Eliminate Security Risks technologies that can be easily integrated to extend its capabilities. A COMPLETE PASSWORD MANAGEMENT SOLUTION FROM NOVELL Novell provides a set of comprehensive password management solutions that meet the requirements described in this paper. The Novell solutions include a wide range of technologies as well as consulting services and post-implementation support. From this extensive fabric of technology and services, Novell tailors a solution that leverages the customer organization s existing business processes, policies and infrastructure. The completeness of the Novell solutions set them apart from the offerings of most other vendors. Integrated Technologies Novell Nsure password management solutions consist of a number of advanced and integrated technologies including: Enterprise single sign-on. Users need remember only a single password, and log in only once to access all enterprise (also called host or legacy) resources that they are authorized to use. Web single sign-on. Internet users can access all the Web-based resources that they are authorized to use with a single password and log in. Password synchronization. Users can use the same password to access any incorporated applications. Self-service password reset. Users can reset their own passwords without calling the help desk. Federated authentication. Using a single set of credentials, users can be granted secure access to services and resources on business partner Web sites. Advanced authentication. Organizations can add strong authentication methods such as tokens, smart cards and biometric devices to increase the security of sensitive resources. Customers can choose the components that best meet their immediate business requirements, then expand the solution in the future to meet their changing needs. Services and Support Through its expertise and partnerships with systems integrators and global professional services firms, Novell provides consulting and support services in a variety of areas including architectural design, application integration, training and project scoping. Services specific to password management include: Security risk assessment. Identify passwordprotected assets and their associated risks, review and evaluate relevant policies, determine requirements for upgrading password management capabilities, prioritize these requirements, and establish scope and project plan for implementation. Password management design. Design the technology and business implementation including the creation of a communication plan addressing any changes that will be visible to users as well as the design of a thorough testing process.

8 Eliminate Security Risks 7 Password management deployment. Put the solution into production both technically and business-wise, typically including knowledge transfer with client personnel who will support the rollout into the production environment. Post-implementation password management support. Offer support at various predefined service levels. COMPELLING BUSINESS BENEFITS Novell Nsure password management solutions deliver a number of compelling business benefits including greater user satisfaction and productivity, tighter security, reduced administrative and support costs, streamlined business processes and support for regulatory compliance. Greater User Satisfaction and Productivity With Novell solutions, organizations can use password synchronization, single sign-on and self-service password reset to reduce the number of passwords that users have to remember and to save time when users forget their passwords. With password synchronization, the user can log into any one of a specific group of applications with the same password, eliminating the need to remember a separate password for each application in the group. As a result, users have to remember only those passwords for the application groups that they are authorized to use. With enterprise single sign-on, one password provides access to all the enterprise resources the person is authorized to use, including legacy systems such as mainframe applications. Moreover, users log in only one time to access all the applications they need instead of continuously logging in and out, as with password synchronization. In addition, Web single sign-on also allows remote and mobile users to securely access all the Web-based services they are authorized to use with a single password and login. Single sign-on saves a great deal of user time and enables the organization to provide a seamless Web experience for customers and partners accessing services on the organization s Web site. Self-service password reset allows users to quickly and easily reset forgotten or expired passwords. After authenticating through a series of dynamic challenge/response questions, users simply provide a new password, which is automatically reset in the specified applications. In a matter of seconds, the user is back up and running and is again productive. Self-service is available 24x7, and users do not have to wait for assistance from the support staff. Tighter Security Novell Nsure password management solutions enhance security with several important capabilities. For example, they: Enforce strong password policies by prohibiting the use of weak passwords such as those based on user names or common words. The solution can enforce a variety of password policies, including: Requiring that passwords include such components as special and/or casesensitive characters. Requiring a minimum number of characters in the password. Novell products are strategic and important to our business. The Novell secure identity management solution has met all our needs it has improved business productivity and overall security. We should have implemented Novell s secure identity management solution sooner. Philip Murray, Information Service Center Manager, Standard Life

9 8 Eliminate Security Risks We went from users having to remember several passwords, each with its own policy, which had to be changed at least every thirty days to one simple unique fingerprint scan. Thanks to Novell, we ve been able to achieve single sign-on functionality while enhancing the security of our network. Our help desk is no longer bombarded by passwordrelated issues, which has significantly decreased administrative expenses. James Pu, Director of Technology Services, LACERA Prohibiting the reuse of passwords. Forcing periodic changes to certain passwords. Supporting one-time passwords; that is, passwords that can be used only once. Immediately revoke access privileges when a user s relationship is terminated. The administrator can shut off access privileges including passwords across all systems with a single update, eliminating lingering access that could compromise security. Reduce the number of passwords users have to remember. This reduces security risks associated with writing passwords on sticky notes and other vulnerable practices. Enhance security of legacy systems without requiring modification to those systems. As a result, organizations can incorporate their existing systems into their password management solutions, leveraging their investments. Lock down idle workstations to prevent unauthorized users from accessing corporate resources from unattended workstations. Lockdown can occur when the workstation is idle for a specified period of time or when the user removes an authentication device, such as a smart card, from the workstation. Limit help desk administrator privileges, enabling the organization to permit technicians to reset passwords without granting unnecessary administrative privileges that would give them access to user resources or other parts of the system. In addition, administrators are prohibited from changing a password without the user s permission. Encrypt passwords across communication channels to prevent eavesdropping and theft of sensitive information. Support strong authentication with such mechanisms as tokens, smart cards and biometrics to provide additional security for sensitive information and systems. Reduced Administrative and Support Costs Novell Nsure password management solutions simplify administration by enabling administrators to centrally manage all passwords based on the organization s policies. Moreover, by reducing the number of passwords users must remember, Novell Nsure password management solutions also reduce password administration tasks, allowing the IT staff to focus on more strategic initiatives. Users can be given the ability to securely reset forgotten passwords, over the Web if necessary, without administrator intervention. This self-service capability eliminates wasted time due to forgotten passwords. It also slashes the number of passwordrelated help desk calls, dramatically lowering support costs and enabling the organization to increase service levels without increasing IT staff. Streamlined Business Processes Today s organizations must provide secure access to internal applications and information not only to employees but also to customers and partners. Moreover, they must permit employees and even customers to access external systems, such as partner systems. Novell Nsure password management solutions support this business requirement, allowing simple, secure access by customers and

10 Eliminate Security Risks 9 partners to internal systems, and by employees and customers to partner systems. Consequently, business processes that involve multiple organizations are more efficient and cost effective. Novell Nsure password management solutions support a variety of access methods including local area networks, wireless networks, Internet and dial-up. They also support multiple device types including computers, personal digital assistants (PDAs), pocket PCs and cell phones. As a result, users can securely access the resources they need from anywhere at any time. In addition, the IT staff can immediately provide new and reassigned employees and partners with the permissions and credentials they need to access the resources they require, reducing the delays normally associated with this process from weeks to minutes. As a result, users are up to speed quickly with access to the resources they need to do their jobs or to conduct business with the organization. identity management solutions. Novell Nsure secure identity management solutions enable enterprises to cost-effectively deliver role-based business resources and services in real-time to distributed workers, partners and customers from any location wired or wireless while keeping systems safe. As a component of the Novell Nsure family, password management solutions are part of a larger secure identity management environment that also includes complementary technologies such as directory, metadirectory, provisioning, access management and auditing. The modular design of Novell Nsure secure identity management solutions means that organizations can immediately address their most pressing security needs, such as password management, while creating a secure identity management foundation that allows them to quickly and easily incorporate new capabilities according to business needs. Our goal is to make life easier for physicians by giving them faster access to information, regardless of location. With single sign-on to applications, we anticipate a percent decrease in helpdesk calls. Rich Kubica, Managing Director of IS Infrastructure, Hartford Hospital Support Regulatory Compliance Efforts Novell Nsure password management solutions help the organization in its efforts to ensure compliance with government regulations such as the European Union Data Protection Directive that restricts the use of passwords or credentials containing personal information such as phone numbers, social security numbers and passport numbers. MOVING BEYOND PASSWORD MANAGEMENT Password management is a key component of the industry-leading Novell Nsure family of secure CONCLUSIONS Most organizations today are faced with the challenge of managing their users passwords across a variety of platforms and applications. Novell provides a set of comprehensive solutions to deliver strong password management capabilities inside and outside the organization. Novell Nsure password management solutions leverage the organization s existing business processes, policies and infrastructure to build a solution that addresses the most pressing passwordrelated challenges.

11 Once the organization has a Novell password management solution in place, it can build a comprehensive secure identity management solution on the password management foundation to provide additional business services. These include integrating user identities across multiple systems, providing role-based access to Web resources, performing rapid user account provisioning and de-provisioning, and developing a corporate white pages directory. The resulting secure identity management solution will help the organization achieve its strategic goal of agility while also reducing costs, improving service and productivity, strengthening security and supporting efforts to comply with government regulations. Novell Nsure secure identity management solutions are supported by strategic consulting, technical support and education services not only from Novell Ngage SM Professional Services but also through strategic partnerships with systems integrators and global professional services firms. Novell helps customers realize the value of their information securely and economically. FOR MORE INFORMATION For more information on Novell password management solutions and other Novell Nsure secure identity management solutions, visit Novell, Inc. All rights reserved. Novell and the Novell logo are registered trademarks; Nsure and the N logo are trademarks; and Ngage is a service mark of Novell, Inc. in the United States and other countries. *All other third-party trademarks are the property of their respective owners. Novell Product Training and Support Services For more information about Novell s worldwide product training, certification programs, consulting and technical support services, please visit: For More Information Contact your local Novell Solutions Provider, or visit the Novell Web site at: You may also call Novell at: US/Canada Worldwide Facsimile Novell, Inc South Novell Place Provo, Utah USA

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