via Tech Genix
Ask any user to list the things that frustrate them the most about their employer’s IT department, and password policies are sure to be near the top of the list. Password rage is real, and the typical way in which most organizations handle password resets does not do anything to alleviate users’ stress.
So why are passwords such a pain? Most of us have to remember dozens of different passwords for the various systems, applications, and websites that we need to log into. As if this were not enough, it seems that every one of these systems has different requirements with regard to password complexity and the frequency with which those passwords have to be changed.
All of this leads to users having a tough time remembering their passwords and frequently having to reset those passwords as a result. This isn’t just frustrating for end-users, but it can be costly for an organization as well.
Although it is relatively easy for a helpdesk technician to reset a user’s password, there are costs associated with each and every password reset. These costs come in the form of lost productivity for both the end-user and for the helpdesk tech who could be using their time to help someone else. The actual cost of a password reset has been sharply debated over the years and varies considerably based on the organization’s size. It is worth noting, however, that Forrester estimates the cost of a password reset in a large enterprise to be about $70. When you also consider that password resets account for about 40% of all helpdesk calls (with some estimates being as high as 50%), you can see just how quickly these costs add up. In fact, Forrester estimates that large enterprises spend over a million dollars each year on password-related support costs.
While it is easy to focus on the financial costs associated with password resets, it’s equally important not to lose sight of the frustration that end-users feel when forced to reset a forgotten password. Such frustration can lead to employees feeling less satisfied at work, and growing dissatisfaction can lead to other problems down the road.
Find out more about ASPG’s Self-Service Password Reset and Synchronization Tool here.
