Manufacturing Company Relieves Overworked Helpdesk

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Efficiency as a Problem

A leading South African industrial manufacturing company had growing concerns with slow user access and password resets, as well as an overworked and fragmented helpdesk. Much of this challenge related to the wide and diverse landscape of systems within the company IT environment. Users would often require password resets from multiple authorization teams spanning Active Directory, IBM iSeries, and multiple SAP environments. When passwords resets occurred, the helpdesk agents often had to facilitate the process while having to interact with multiple stakeholders, for a single user request. This create slow turn-around, loads of manual effort, user frustration and ultimately lost productivity.

Quantifying Lost Productivity Cost

A single user password reset request, could easily consume between 20-45 minutes due to the requirement to interface with multiple authorization teams. This impacted both the helpdesk assistant and the user making the request. This resulted in business time lost, ultimately leading to money lost. As an illustration of the impact this had in the environment, some fictional rates can be used to gain a clearer understanding of the effects on productivity.

Example Average Helpdesk Agent rate: R150 (per hour)
Example Average User rate: R300 (per hour)
Estimated Cost of Lost Productivity: Between R150 – R337, per password reset issue​

A Focused Approach

Two keys objectives were identified to increase user and helpdesk efficiency within the customer environment. The first, to provide users with an effective and simple solution to reset password across the complete IT landscape that includes, Microsoft Active Directory, Novell eDirectory, IBM iSeries (AS400) and multiple SAP instances. The second, to drive adoption of the solution within the user community and drive down any helpdesk interactions. To achieve this, MyPass Password Manager was integrated into all eight business systems and tested to ensure password synchronized across these systems, whether password changes were executed by users or helpdesk agents. This was achieved using the MyPass Password Interceptor to capture any Microsoft Active Directory password changes. Additionally, specific steps were taken to update helpdesk procedures to follow specific new processes that drive the adoption of self-service rather than repeat interactions with the helpdesk. This process was possible due to the MyPass Password Manager’s ability to assist with just-in-time registration while busy with helpdesk interactions, even if the user had not registered for the service before having issues with their system access.

83% Adoption Success

One of the key contributors to the success of the overall solution has been the wide-spread adoption of the platform. This is in part due to technical change strategies, underpinned by features of the MyPass Password Manager solution, but also due to specific changes that have been made to the way helpdesk agents assists users with password reset, unlock and change requests.

An example of this is helpdesk agents using the MyPass Password Manager helpdesk PIN feature to provide users with the ability to just-in-time register for self-service. This allows the user to register for self-service while interacting with the helpdesk, which removes the need for helpdesk contact in the future. These changes allowed for the enrolment close to a third of their IT workforce in the first two months of the solution going live.

Reclaiming Productivity for Users and Helpdesk Agents

Ultimately, the MyPass Suite relieved helpdesk strain through the implementation of MyPass Password Manager and Password Synchronization to allow users to reset passwords at any time, from any device – all while synchronizing changes across all systems in the company. The following key metrics helps to show how MyPass Password Manager has reduced wasted effort on the part of users and helpdesk agents.

  • 1395 users are registered for MyPass Password Manager – this equates to 83%
  • On average, 470 Microsoft Active Directory password resets are done via MyPass Password Manager, every month
  • On average, 2256 passwords are successfully synchronized to other line of business applications every month
  • On average, only 18 helpdesk interactions a month is still processed by MyPass for registrations or assisted password resets

Recovering Lost Time and Saving Money

With an average of 470 primary and 2256 secondary password resets every month, even conservative estimates shows that huge direct (helpdesk effort, agent resources, etc) and indirect (user frustration and lost productivity) savings have been realized. For more information about MyPass Password Manager or MyPass Identity Verification Manager can help your helpdesk increase security and drive down overall password-related helpdesk interactions, navigate to www.mypass.co.za.