Hitachi ID Password Manager Frequently Asked Questions for Help Desk Managers

Transcription

1 Hitachi ID Password Manager Frequently Asked Questions for Help Desk Managers 2015 Hitachi ID Systems, Inc. All rights reserved.

2 Contents 1 What kind of call volume reduction can I expect? 1 2 Can I integrate Hitachi ID Password Manager with my call tracking system? 1 3 How does Hitachi ID Password Manager authenticate support analysts? 2 4 How does Hitachi ID Password Manager authenticate callers with password problems? 2 5 How long should a password problem call take to resolve, using Hitachi ID Password Manager? 3 6 Do you have an ROI model? 4 i

3 1 What kind of call volume reduction can I expect? Both password synchronization and self-service password resets eliminate calls to the help desk. Together, they normally reduce password-related call volume by over 90% (see figure below). Baseline 100% of problems 100% of calls Self-Service 100% of problems 40% of calls Synchronization 20% of problems 20% of calls S.S. & Synch 20% of problems 8% of calls 2 Can I integrate Password Manager with my call tracking system? Every logged event can trigger external systems notification. Binary integration programs are provided to propagate event data to any of over 20 types of help desk applications: Axios Assyst. BMC/Remedy ARS (4, 5, 6, 7). BMC Service Desk Express (7.0, 7.5, 9.x). BMC Footprints. CA Unicenter Help Desk. Clarify efrontoffice (8, 12). FrontRange HEAT (5, 6, 7, 8). HP Service Desk. HP Service Manager (any version) Hitachi ID Systems, Inc. All rights reserved. 1

4 MS System Center Service Manager Console Numara Track-It! ServiceNow.... and more Additionally, Hitachi ID Password Manager can integrate with various other incident management applications through an ODBC connection, by filling in web forms, by posting messages to web services or by sending messages to a incident management system s gateway. Separately, an incident management system may call into a Password Manager web service to submit requests, such as creating a new user, granting or revoking access, scheduling or triggering immediate deactivation, performing updates to attributes like name, location or department and much more. Password Manager exposes an open, well documented SOAP/HTTPS web service for scenarios such as these. 3 How does Password Manager authenticate support analysts? Users sign into the Hitachi ID Password Manager web portal using any combination of the following methods (which sequences are available is a matter of policy, based on user context): By typing their current password to a trusted system (e.g., Windows/AD, LDAP, RAC/F, etc). By answering security questions. Using a security token (e.g., SecurID pass-code). Using a smart card with PKI certificate. Using Windows-integrated authentication. Using a SAML or OAuth assertion issued by another server. By typing a PIN that was sent to their mobile phone via SMS. 4 How does Password Manager authenticate callers with password problems? Users may authenticate into Hitachi ID Password Manager as follows: On the web portal: By typing their current password to a trusted system (e.g., Windows/AD, LDAP, RAC/F, etc) Hitachi ID Systems, Inc. All rights reserved. 2

5 By answering security questions. Using a security token (e.g., SecurID pass-code). Using a smart card with PKI certificate. Using Windows-integrated authentication. Using a SAML or OAuth assertion issued by another server. By typing a PIN that was sent to their mobile phone via SMS. Using a telephone, calling an automated IVR system: By keying in numeric answers to a series of security questions (e.g., employee number, date of hire, driver s license number). By speaking one or more phrases, where the Password Manager server compares the new speech sample to one on record (biometric voice print verification) Using a telephone, calling an IT support technician: By answering a series of security questions, where the technician must type the answers into a web portal to authenticate the caller. 5 How long should a password problem call take to resolve, using Password Manager? Hitachi ID Password Manager realizes cost savings and enhanced productivity for both users and the IT support organization: User productivity: Users experience fewer password problems. This is a result of password synchronization, which helps users to remember one or two passwords, rather than forgetting or writing down many different passwords. Fewer IT support calls: Login problems are resolved by users, without calls to the help desk. Users can reset forgotten passwords, clear intruder lockouts, recover hard disk encryption keys and reset PINs on their smart cards and tokens all via self-service. Reduced cost per support incident: Calls that still reach the help desk are resolved more quickly. Remaining login-related support calls are resolved with a streamlined Password Manager process, which includes support analyst authentication, caller authentication, problem resolution and which automatically submits a ticket to the help desk incident management system Hitachi ID Systems, Inc. All rights reserved. 3

6 6 Do you have an ROI model? There is a detailed ROI (return on investment) access governance solutions at: model for Hitachi ID Systems identity management and ROI from Hitachi ID Password Manager is principally due to improved user productivity (fewer password problems) and reduced workload for the help desk. 500, Street SE, Calgary AB Canada T2G 2J3 Tel: Fax: sales@hitachi-id.com Date: File: / pub/ wp/ documents/ faq/ hipm/ faq_hd_managers.tex