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A passwordless enterprise journey

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Improving user experiences with identity management.

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STORIES
Improving user experiences
with identity management
A passwordless
enterprise journey
Copyright © 2022 Accenture. All rights reserved
From good
to great
Despite the pace of technological
change, the use of passwords has
remained the same since the earliest
days of computing. And yet there
is strong evidence that passwords
not only present a significant
security risk, but also create
a financial burden.
Today, there are more than 300 billion
passwords being used by humans and
machines worldwide, with 83% of data
breaches attributed to password
compromises. Along with this volume
and scale, the administrative costs of
password maintenance are
unsurprisingly high—averaging around
US$1M in annual costs per business.
Costs include staff and infrastructure
management, as well as passwords
resets. Globally, these costs
contribute to an estimated US$6T in
annual cybercrime damage.
While authentication technologies,
such as traditional multi-factor
authentication (MFA), add layers of
security and usability to the
authentication process, they are not
as sophisticated as passwordless
technologies, such as Windows Hello
for Business, Microsoft Authenticator
App or FIDO2 tokens.
Passwordless technology alters the
fundamental security model by moving
the verification onto the device rather
than passing credentials through an
online connection. Aside from enabling
organizations to operate in a more
robust and resilient manner, the
passwordless journey offers an
enhanced user experience—reducing
the need for passwords and easing
access.
Over the past decade, Accenture
has been undertaking a multi-phased
passwordless journey. We aim to
remove our dependency on
passwords from all applications and
identity platforms, as well as enable
our people to experience a
passwordless process that evolves
from good to great.
“Eliminating
passwords from the
user experience
involves technical
and cultural change.
In the future, people
will look back and
wonder why we ever
used passwords.”
SIMON GOOCH
Managing Director – Global IT, Enterprise
Technology, Security, Accenture
Call for change
Copyright © 2022 Accenture. All rights reserved
Solutions
that serve
When tech meets human ingenuity
Accenture introduced a single sign-on
process as early as 2001. But passwords are
susceptible to phishing and other remote
attacks. Also, the Accenture policy of
requiring password renewal every 75 days
often meant a poor user experience for our
people—there is growing evidence that
password rotations are already obsolete and
should be reconsidered. A decade on, we
moved to MFA which has been part of our
security protocols since inception.
In 2019, we began our passwordless journey with our
longstanding ecosystem partner, Microsoft. Microsoft is
a forerunner in passwordless authentication. The
partnership meant we were well-positioned to not only
accelerate our journey, but also to embrace a game-
changing shift in our security model.
Passwordless solutions fundamentally change the security
model by localizing authentication at the device level,
which prevents remote attacks. Hackers must have access
to both the passwordless unlock method (such as PIN or
biometrics) and the physical device to gain access to
company’s resources.
Copyright © 2022 Accenture. All rights reserved
To move toward a passwordless environment, we reevaluated the identity platform for our devices and applications
in our existing environment. Our strategy was based on moving our apps to Azure Active Directory (Azure AD) as
part of the Accenture cloud-first, cloud-only vision. We then chose passwordless authentication solutions that met
our device and application needs which include:
When tech meets human ingenuity
Discovering all applications and
audiences being used within an
organization is challenging, especially
without a directory to serve as a
“source of truth.” We decided to move
to Azure AD and use Azure’s
passwordless options to find all apps
and begin phasing out the use of
passwords. For apps without
passwordless options or the ability to
move to Azure AD, we considered
alternatives to adapt them,
implemented technology to transform
them or took the decision to
decommission the app.
Windows Hello for Business (HfB): Windows Hello for
Business replaces passwords with strong two-factor
authentication on devices. Since HfB is supported by all
Windows workstations deployed by Accenture, any user
of these devices can enroll in the program and start
authenticating to their device and applications with
a PIN or biometrics.
Passwordless sign-in with the Microsoft
Authenticator app: This solution enables Accenture
employees to use their phones to complete two-factor
authentication, without the need for dedicated physical
devices. Simply by completing a number match, a user
can authenticate to any application on multiple devices.
FIDO2 token: A FIDO2 token is a separate physical
device that typically resembles a familiar USB
thumb drive. The tokens can be used to complete
device and application sign-in on any
Accenture workstation.
Temporary Access Passcode (TAP): Without
passwords, it can be difficult to initially enroll a user
in any of the above solutions. Temporary Access
Passcodes enable Accenture to securely overcome
this complexity. A time-limited passcode is given to a
verified user to enable them to register passwordless
methods and recover access to their account without
the need for a password.
Copyright © 2022 Accenture. All rights reserved
A cultural shift
When tech meets human ingenuity
As with any change program, it’s important to not only enable adoption throughout the whole organization,
but also engage the hearts and minds of our individual users. But to play their part, users needed to
understand what was being asked of them. This involved:
A partnership with the provider using
the latest tools, such as the Microsoft
Authenticator app’s “Nudge”
functionality, and leading practices,
such as sentiment tracking.
Above all, we made it clear that password and passwordless actions are likely to co-exist for a period of time. And
we encouraged a change of mindset—in short, we stressed the idea that passwordless means safer and easier
business operations.
A targeted communications approach that
customized messages by type, role and
situation and identified the actions required.
We also took a regional approach to
stakeholder engagement, asking local leaders
for support in promoting the change, helping
the global effort to feel more personal.
A map of the full journey was created from our
foundational steps of simply identifying
passwordless options, all the way to our end
goal of working in a completely passwordless
environment. We used an easy-to-understand
infographic from our digital experience team in
sharing this journey.
A keen focus on specific stakeholders
included embedding the new process and
tools in the onboarding process for new
joiners and offering a “white glove” approach
to our senior leaders.
Copyright © 2022 Accenture. All rights reserved
Passwordless
realization
A valuable difference
Today, we’ve reached a stage in our multi-phase passwordless journey where we
have removed the requirement for password authentication from the user
experience. With 710,000 employees provisioned, managed and maintained, it’s in
our best interests to make security and identity management
as simple—and automated—as possible.
We’ve proven the benefits. The adoption of passwordless has led to faster login
times, more reliable experience, fewer failed authentications and improved overall
security posture.
Ongoing, we expect to accelerate the login experience further and reduce IT support
costs related to all password maintenance activities. By demonstrating the success in
our global deployment of passwordless security, Accenture aims to be one of the first
large-scale enterprises operating a pure passwordless model.

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A passwordless enterprise journey

  • 1. STORIES Improving user experiences with identity management A passwordless enterprise journey
  • 2. Copyright © 2022 Accenture. All rights reserved From good to great Despite the pace of technological change, the use of passwords has remained the same since the earliest days of computing. And yet there is strong evidence that passwords not only present a significant security risk, but also create a financial burden. Today, there are more than 300 billion passwords being used by humans and machines worldwide, with 83% of data breaches attributed to password compromises. Along with this volume and scale, the administrative costs of password maintenance are unsurprisingly high—averaging around US$1M in annual costs per business. Costs include staff and infrastructure management, as well as passwords resets. Globally, these costs contribute to an estimated US$6T in annual cybercrime damage. While authentication technologies, such as traditional multi-factor authentication (MFA), add layers of security and usability to the authentication process, they are not as sophisticated as passwordless technologies, such as Windows Hello for Business, Microsoft Authenticator App or FIDO2 tokens. Passwordless technology alters the fundamental security model by moving the verification onto the device rather than passing credentials through an online connection. Aside from enabling organizations to operate in a more robust and resilient manner, the passwordless journey offers an enhanced user experience—reducing the need for passwords and easing access. Over the past decade, Accenture has been undertaking a multi-phased passwordless journey. We aim to remove our dependency on passwords from all applications and identity platforms, as well as enable our people to experience a passwordless process that evolves from good to great. “Eliminating passwords from the user experience involves technical and cultural change. In the future, people will look back and wonder why we ever used passwords.” SIMON GOOCH Managing Director – Global IT, Enterprise Technology, Security, Accenture Call for change
  • 3. Copyright © 2022 Accenture. All rights reserved Solutions that serve When tech meets human ingenuity Accenture introduced a single sign-on process as early as 2001. But passwords are susceptible to phishing and other remote attacks. Also, the Accenture policy of requiring password renewal every 75 days often meant a poor user experience for our people—there is growing evidence that password rotations are already obsolete and should be reconsidered. A decade on, we moved to MFA which has been part of our security protocols since inception. In 2019, we began our passwordless journey with our longstanding ecosystem partner, Microsoft. Microsoft is a forerunner in passwordless authentication. The partnership meant we were well-positioned to not only accelerate our journey, but also to embrace a game- changing shift in our security model. Passwordless solutions fundamentally change the security model by localizing authentication at the device level, which prevents remote attacks. Hackers must have access to both the passwordless unlock method (such as PIN or biometrics) and the physical device to gain access to company’s resources.
  • 4. Copyright © 2022 Accenture. All rights reserved To move toward a passwordless environment, we reevaluated the identity platform for our devices and applications in our existing environment. Our strategy was based on moving our apps to Azure Active Directory (Azure AD) as part of the Accenture cloud-first, cloud-only vision. We then chose passwordless authentication solutions that met our device and application needs which include: When tech meets human ingenuity Discovering all applications and audiences being used within an organization is challenging, especially without a directory to serve as a “source of truth.” We decided to move to Azure AD and use Azure’s passwordless options to find all apps and begin phasing out the use of passwords. For apps without passwordless options or the ability to move to Azure AD, we considered alternatives to adapt them, implemented technology to transform them or took the decision to decommission the app. Windows Hello for Business (HfB): Windows Hello for Business replaces passwords with strong two-factor authentication on devices. Since HfB is supported by all Windows workstations deployed by Accenture, any user of these devices can enroll in the program and start authenticating to their device and applications with a PIN or biometrics. Passwordless sign-in with the Microsoft Authenticator app: This solution enables Accenture employees to use their phones to complete two-factor authentication, without the need for dedicated physical devices. Simply by completing a number match, a user can authenticate to any application on multiple devices. FIDO2 token: A FIDO2 token is a separate physical device that typically resembles a familiar USB thumb drive. The tokens can be used to complete device and application sign-in on any Accenture workstation. Temporary Access Passcode (TAP): Without passwords, it can be difficult to initially enroll a user in any of the above solutions. Temporary Access Passcodes enable Accenture to securely overcome this complexity. A time-limited passcode is given to a verified user to enable them to register passwordless methods and recover access to their account without the need for a password.
  • 5. Copyright © 2022 Accenture. All rights reserved A cultural shift When tech meets human ingenuity As with any change program, it’s important to not only enable adoption throughout the whole organization, but also engage the hearts and minds of our individual users. But to play their part, users needed to understand what was being asked of them. This involved: A partnership with the provider using the latest tools, such as the Microsoft Authenticator app’s “Nudge” functionality, and leading practices, such as sentiment tracking. Above all, we made it clear that password and passwordless actions are likely to co-exist for a period of time. And we encouraged a change of mindset—in short, we stressed the idea that passwordless means safer and easier business operations. A targeted communications approach that customized messages by type, role and situation and identified the actions required. We also took a regional approach to stakeholder engagement, asking local leaders for support in promoting the change, helping the global effort to feel more personal. A map of the full journey was created from our foundational steps of simply identifying passwordless options, all the way to our end goal of working in a completely passwordless environment. We used an easy-to-understand infographic from our digital experience team in sharing this journey. A keen focus on specific stakeholders included embedding the new process and tools in the onboarding process for new joiners and offering a “white glove” approach to our senior leaders.
  • 6. Copyright © 2022 Accenture. All rights reserved Passwordless realization A valuable difference Today, we’ve reached a stage in our multi-phase passwordless journey where we have removed the requirement for password authentication from the user experience. With 710,000 employees provisioned, managed and maintained, it’s in our best interests to make security and identity management as simple—and automated—as possible. We’ve proven the benefits. The adoption of passwordless has led to faster login times, more reliable experience, fewer failed authentications and improved overall security posture. Ongoing, we expect to accelerate the login experience further and reduce IT support costs related to all password maintenance activities. By demonstrating the success in our global deployment of passwordless security, Accenture aims to be one of the first large-scale enterprises operating a pure passwordless model.
  • 7. Copyright © 2022 Accenture. All rights reserved Today, eliminating passwords from all user authentications remains a goal—in part because the technology is still being developed to make it a reality. However, we have made excellent progress and learned along the way: Communication counts: Communicating with users throughout the journey is critical to success. Focus on user benefits, value across the organization and highlight the differences in operating in a passwordless model. Compatibility takes time: Verifying application compatibility can be time- intensive. Planning is required to ensure all applications and Accenture devices support passwordless solutions. Finding applications is challenging: A rigorous effort is required to identify all applications that continue to use a password prompt. This is especially challenging with the vast number of applications in the Accenture environment. It helps to develop a strategy for “outliers”: Not all legacy solutions will be compatible with passwordless; it is critical to identify outlying use cases and develop clear remediation paths. Be multi-device compatible: Users often log into the same application on different devices (for example, a laptop versus mobile device). Adopt passwordless solutions that are compatible with multiple devices for a smoother transition. A valuable difference 535K Users enabled for Windows Hello for Business 208K Registered employees using the Microsoft Authenticator App for passwordless sign-in 25.4M Azure AD authentications per day 70% Of Windows device sign-ins occur with a passwordless method 16.5K Active passwordless applications
  • 8. Meet the team Merim Becirovic Managing Director Global IT, Enterprise Technology Simon Gooch Managing Director – Global IT, Enterprise Technology, Security Xander Cinjee Director – Global IT, Security & Identity Joe Kaplan Director – Global IT, Security & Identity How Accenture does IT Our global IT organization is driving technology-powered business transformation across Accenture. https://www.accenture.com/us-en/services/about/enabling-it Copyright © 2022 Accenture. All rights reserved Related capabilities Amanda Clevey Brown Senior Manager – Global IT, Technology Vision & Strategy Jason Pucker Director – Global IT, Corporate Technology, Journey & Change Management Lisa Wang Senior Manager – Global IT, Journey & Change Management