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Hitachi ID Password Manager

Frequently Asked Questions

for Help Desk Managers

2011 Hitachi ID Systems, Inc. All rights reserved.
http://hitachi.com/http://hitachi-id.com/


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Contents

1 What kind of call volume reduction can I expect? 1

2 Can I integrate Password Manager with my call tracking system? 1

3 How does Password Manager authenticate support analysts? 2

4 How does Password Manager authenticate callers with password problems? 2

5 How long should a password problem call take to resolve, using Password Manager? 3

6 Do you have an ROI model? 4

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Frequently Asked Questions for Help Desk Managers

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

Self-Service

100% of problems

100% of calls

Synchronization

20% of problems

20% of calls

S.S. & Synch

20% of problems

8% of calls

100% of problems

40% 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 topropagate event data to over 16 types of help desk applications:

Axios Assyst. BMC/Remedy ARS (4, 5, 6, 7). BMC Service Desk Express (7.0, 7.5, 9.x). CA Unicenter Help Desk. Clarify eFrontOffice (8, 12). FrontRange HEAT (5, 6, 7, 8).

HP Service Desk. HP Service Manager (any version).

2011 Hitachi ID Systems, Inc. All rights reserved. 1


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Numara Track-It! Symantec / Altiris. . . . and more

Additionally, Hitachi ID Password Manager can integrate with various other incident management applica-tions through an ODBC connection, by filling in web forms, by posting messages to web services or bysending messages to a incident management systems e-mail gateway.

3 How does Password Manager authenticate support analysts?

Users sign into the Hitachi ID Password Manager web GUI using one of the following methods (which onesare available is a matter of policy):

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 assertion issued by another server.

By typing a PIN that was sent to their mobile phone via SMS.

Using a combination of these mechanisms.

4 How does Password Manager authenticate callers with password

problems?

Users may authenticate into Hitachi ID Password Manager as follows:

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.



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Using Windows-integrated authentication.

Using a SAML assertion issued by another server.

By typing a PIN that was sent to their mobile phone via SMS.

Using a combination of these mechanisms.

Using a telephone, calling an automated IVR system:

By keying in numeric answers to a series of security questions (e.g., employee number, date ofhire, drivers license number).

By speaking one or more phrases, where the Password Manager server compares the newspeech sample to one on record (biometric voice print verification)

Using a telephone, calling a (human) analyst on the help desk:

By answering a series of security questions, where the analyst must type the answers into a web UI

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 ITsupport 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 andreset 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 analyst authentication, caller authentication, problem resolution and which automati-cally submits a ticket to the help desk incident management system.



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6 Do you have an ROI model?

There is a detailed ROI (return on investment) model for Hitachi ID Systems identity and access manage-

ment solutions at:

http://Hitachi-ID.com/Password-Manager/roi/

ROI from Hitachi ID Password Manager is principally due to improved user productivity (fewer passwordproblems) and reduced workload for the help desk.

ww.Hitachi-ID.com

0, 1401 - 1 Street SE, Calgary AB Canada T2G 2J3 Tel: 1.403.233.0740 Fax: 1.403.233.0725 E-Mail: [email protected]

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