how to automate password resets (& eliminate up to 40% of your help desk calls)
TRANSCRIPT
© 2015 Ayehu Software Technologies, Ltd. All rights reserved.
How to Automate Password Resets
(& Eliminate up to 40% of your Help Desk Calls)
November 23, 2015starting at
12:00pm EST / 9:00am PST
Today’s webinar will be presented by:
Guy NadiviDirector, Business
Development
© 2015 Ayehu Software Technologies, Ltd. All rights reserved.
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Yaron Levy
VP, Professional Services
Company Background
• Leading innovator of IT Process Automation Software
• Founded in 2007, Headquarters in New York
• Product first launched in 2009
• Flagship product: eyeShare™ IT Process Automation v4.7
• Eric Benhamou, former CEO of 3Com and Palm, BGV currently
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Sample of eyeShare Users
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What’s your Help Desk like?
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What’s Stressing Out Your Help Desk?
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40%
10%20%
20%
10%Service Calls
Password Resets *break/fixhow-to questionsservice outagesservice requests
* Gartner Doc #G00258742
What Resetting Passwords Costs You
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Average cost of a help desk call in 2014
$17.88#G00258742
What Resetting Passwords Costs You
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Average salary & benefit costs in 2014 of an IT service desk FTE
$80,012/yr2014 IT Key Metrics Data
Supplemental Toolkit
~ 40% = ~ $32k for PW resets
Ayehu Case Study
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Pharmaceutical Organization (multinational)
• Password reset & account unlock requests service desk received annually: about 25,000
• Percentage of the total tickets resolved by the Service Desk that were password/account related: 22%
• Multi-domain model increased the complexity and errors in identifying the issue
• Led to heavy dependency on the Service Desk and thus increased cycle time in resolving the issue, and of course massive end user frustration
• Also led to a loss of productivity & revenue for business
Ayehu Case Study Approach
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Ayehu Case Study Approach
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#G00261019
"Users prefer SSPR (self-service password reset) via mobile devices…. Mobile devices provide a new endpoint from which users can access SSPR functionality. The user experience improvements offered by SSPR via mobile devices have supplanted the need for IVR."
Password Reset Workflow
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reset my password
• retrieves user name• matches w/mobile #• confirms user exists• generates temp password• resets user password in AD
Password successfully reset!
Ayehu Case Study Results
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Pharmaceutical Organization (multinational)
• Enhanced end user experience & customer satisfaction
• Password reset anytime & anywhere capabilities
• Reduction in Service Desk calls & waiting time
• Improved security during reset of passwords
• More secure password policies compliant with organization/industry standards
• Savings according to Gartner: $447,000
(25,000 calls eliminated x $17.88/call)
Big Differentiators
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• No installation of agents (or any other tools) required
• Seamlessly integrates with nearly every leading ITSM platform, making it easy to automatically document each self-service password reset
• No programming required
• Can be deployed on-premise or in the cloud, on physical or virtual servers
• Can be up & running within less than an hour
Demo
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It’s time!
eyeShare for Password Resets
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• Unlimited Users – No limits on the # of users in your Active Directory
• Agentless – There's no need to install clients on desktops, enabling an easy solution for remote end users
• Domain Agnostic – Supports as many domains as you want in one workflow
• Security Questions – Use the Active Directory repository or any other database (MS-SQL, Oracle, MYSQL, DB2)
• ITSM Integration – Document password resets in ServiceNow, HP Service Manager, BMC Remedy, JIRA, etc.
• Semi-Automate Option – Keep Help Desk in approval step
Ask Us Anything
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© 2015 Ayehu All rights reserved.
Please send any follow up questions to:
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Go To ayehu.com
Free trial versionof eyeShare!