T: +44 (0) 333 320 0513
The Business Case

The pressures to reduce cost of ownership and improve operational efficiencies have dramatically increased in recent years. Cost savings or operational improvements can be made through implementing self-service solutions enhancing the user experience at no additional cost.

  •  Analysts estimate that the average user resets his password between 1.5 and 5 times annually depending on the level of security.  As a result, up to 30% of all calls coming into a help desk are password related. With the cost of handling those calls varying between £8 and £100 depending on the applications involved. If this burden could be removed this is an area where either substantial cost savings can be made or operational efficiencies achieved by allocating those resources to other functions.
  • The burden on the service desk is further increased because password resets tend to happen simultaneously with requests coming in at the same time. Typically at the end of the holiday period causing queues to buildup. Analysts estimate that 25% of organizations take over 4 hours dealing with non-Microsoft passwords such as PGP or SAP and 40% of organizations taking over an hour to resolve the issue. Inevitably this causes a bottleneck with resourcing issues at the service desk and frustrations and impacted productivity for the end-users.
  •  The dynamics of the workplace are changing as more and more users work remotely. The traditional method of calling the helpdesk to reset the password is not effective, as the old password remains cached in memory rendering their laptop or PDA effectively useless until they return within the ‘corporate network’. Enabling those users and providing a 24x7 service from anywhere is no longer an option in a competitive world.
  • The trend towards improving security is unlikely to change as the remote connectivity of networks increase, users bring their own devices, and organizations become more dependent on their IT to deliver their services. As organizations continually strengthen their password policies the inevitable complexity of those passwords leads to an increase in password resets and associated costs.
  • As part of the drive towards cost cutting organizations are looking to reduce the number of e-mails flowing across the network and the costs of Microsoft Exchange without compromising internal security.