how to automate password resets (& eliminate up to 40% of your help desk calls)

© 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

http://www.ayehu.com/



Today’s webinar will be presented by:

Guy NadiviDirector, Business

Development

© 2015 Ayehu Software Technologies, Ltd. All rights reserved.

slide 2

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

slide 3© 2015 Ayehu Software Technologies, Ltd. All rights reserved.






Sample of eyeShare Users





What’s your Help Desk like?





What’s Stressing Out Your Help Desk?


40%

10%20%

20%

10%Service Calls

Password Resets *break/fixhow-to questionsservice outagesservice requests

* Gartner Doc #G00258742




What Resetting Passwords Costs You


Average cost of a help desk call in 2014

$17.88#G00258742




What Resetting Passwords Costs You


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


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





Ayehu Case Study Approach


#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


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


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


• 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


It’s time!




eyeShare for Password Resets


• 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



