The survey examined the efficiency of self-service password reset tools for helpdesk employees, highlighting that over 100 calls per week are common, with 89% of these being password-related. Respondents indicated that self-service solutions could save significant time and improve service levels, as 84% believed it would alleviate pressure on helpdesk resources. Additionally, the findings revealed common issues such as employees forgetting passwords due to complexity and frequency of changes, indicating a strong need for such tools in organizations.

1. SELF SERVICE RESET PASSWORD MANAGEMENT
SURVEY REPORT

2. Background Information
This survey focused on the issue of allowing end users reset their own passwords, and if and
how this could benefit the helpdesk or IT employees. Self-service reset password software
allows end users to easily and securely reset their own passwords without having to contact the
helpdesk. They simply have to click the ‘Forgot my Password’ button and correctly answer the
security questions, which they previously provided answers to. The user can then create a new
password and access the application or system.
Respondents
The survey consisted of 13 questions and was aimed towards capturing the responses of
helpdesk and IT employees. It was sent out via LinkedIn and email to various industries. The
survey was international and was taken by respondents in England, The Netherlands, The
United States, Germany and France and had over 110 responses, 90% of which were help desk
employees. Each respondent was required to answer every question on the survey and was
given the option to provide contact information to be entered into a contest for a random
drawing to win a Kindle Fire.

3. Question Analysis
1. How many calls does your organization’s helpdesk receive each week? (0-25, 26-
50, 51-75, 76-100, >100).
This question was asked to ascertain how busy an organization’s helpdesk truly is. Over
half of the respondents (55%), said that they receive more than 100 calls a week! This
shows that helpdesks are extremely busy with employee requests and need solutions in
order to relieve some of this work and make them more efficient.
2. How many of these calls are password-related, e.g. resetting a password? (0-25%,
26-50%, 51-75%, 76-100%).
This question was asked to see if password issues are time consuming for the helpdesk.
89% of respondents said that up to a half of the calls are password related. This shows
that password related calls make up a significant percent of the calls coming into the
helpdesk.
Self Service Password Reset
0-25
26-50
51-75
76-100
>100

4. 3. These password reset calls are mainly for: (Active Directory passwords,
Passwords for other applications).
When users contact the helpdesk, what types of passwords do they need to reset? 58
respondents, (71% of the sample) said that they needed to reset an Active Directory
password. An Active Directory password is critical to reset in a timely manner so that
employees can access their computer and continue with their work. Without being able
to login to AD, employees cannot access their computers.
Self Service Password Reset
0-25%
26-50%
51-75%
76-100%
Self Service Password Reset
AD passwords
Passwords for
other applications

5. 4. On average, how much time does a helpdesk assistant spend on a request for a
password reset? (0-15 mins, 15-30 mins, 30-45 mins, 45-60 mins, more than an
hour, don’t know.)
This question was asked to see if password resets were something that help desk
employees were spending a lot of their time on. 95% of respondents said they spend up
0-15 minutes on each password reset. Though this might not sound like a lot of time, it
adds up when several resets come into the helpdesk a day.
5. What do you think is the main reason for end users forgetting their passwords?
(Complex passwords, Too many passwords, Frequently having to set a new
password, Other).
This question was asked to see why end users tend to need to reset their passwords.
Over half the respondents, (56%) said that it is typically due to having too many
passwords. This is very common at organizations, and software that allows employees
to reset their own password or a single sign on product will easily resolve this issue. With
this type of software, end users will not need assistance from the helpdesk.
Self Service Password Reset
0-15
15-30
30-45
45-60
more than an hour
Don't Know

6. 6. Does your organization use complex passwords? For example; Simple password
= Scrabble, complicated password = #{scRa34) (Yes, No, Don’t Know).
Many organizations require the use of complex passwords, which are typically difficult
for employees to remember. 70% of respondents said they are required to use these
types of passwords. Having to remember complex passwords frequently leads
employees to use unsafe methods such as writing their passwords down, which leads to
an unsecure system.
Self Service Password Reset
Complex
Passwords
Too many
passwords
Frequently having
to set a new
password
Other
Self Service Password Reset
Yes
No
Don't Know

7. 7. How often do end users in your organization have to set a new password? (Never,
Daily, Weekly, Monthly, Annually).
Many organizations have a policy in place that employees need to change their
passwords after a certain period of time. This is often one of the main reasons that
employees have to contact the helpdesk to reset their password. When a password
changes, it is frequently difficult to remember, especially if the employee has several
different passwords. 94% of respondents said this is required at their organization every
month or year.
8. Do end users who call the helpdesk have to identify themselves? (Yes, No)
Requiring users to identify themselves when calling the help desk ensures that systems
are safe and secure. 76% of respondents said their company requires callers to identify
themselves before making any changes to their account or passwords. Though this
ensures security it is also time consuming and difficult since the caller might lie about
their identity.
Self Service Password Reset
Never
Daily
Weekly
Monthly
Annually

8. 9. The helpdesk could save a great deal of time if end users had the ability to reset
their own passwords (using a password reset tool). (Agree, disagree, Don’t know).
This question was asked to see if respondents felt that a self-service password reset
product would be beneficial at their organization. A large percent (84%) of respondents
said they felt it would be beneficial for the helpdesk. This illustrates that the helpdesk
feel that having employees contact them to reset their password is time consuming. A
solution to handle this process would be a commercially available software application.
Self Service Password Reset
Yes
No
Self Service Password Reset
Agree
Disagree
Don't Know

9. 10. How much time do you think the helpdesk could save if end users could change
or reset their passwords themselves? (0-5%, 5-10%, 10-20%, >20%).
There is software which makes it possible for end users to reset their own passwords
without having to contact the helpdesk. The responses as to how much time they felt
software like this could save the helpdesk were quite spread out. 31% of respondents
said they felt it could save them 5% or less and 23% of respondents said it could save
them over 20% of their time.
Self Service Password Reset
0-5%
5-10%
10-20%
>20%

10. 11. If end users could change or reset their passwords themselves, the main benefit
would be: (Achieving compliance, time and cost savings, better level of service for
end users, safety/security, other).
This question was asked to see what areas would benefit from self-service reset
password software. Most respondents, 44% said they felt it would save them time and
money. 35% said that it would allow the helpdesk to give users a better level of service.
These are both tremendous benefits for organizations and areas that companies are
constantly trying to improve. Allowing end users to reset their own passwords is an easy
way to achieve these benefits.
12. In your organization, would the following functionalities be desirable? (Multiple
selections allowed) (SMS authentication, caller ID verification, offline support,
other)
Self Service Password Reset
Achieving compliance
time and cost savings
better level of service
for end users
saftey/security
Other

11. In addition to being able to reset your own password, password reset products may
include other functionalities. This question was asked to find out which of these
functionalities would be beneficial to helpdesk employees. 35% of respondents said
SMS authentication would be beneficial. SMS Authentication would allow them to ensure
security by sending the end user a text message to their phones, which contains a one
use pin code that the user would have to enter. 31% also said that caller ID verification is
an important feature. This functionality allow the helpdesk to easily verify the caller is
who they say they claim to be.
Conclusion
Overall, the survey found that the helpdesk receives an overwhelming amount of calls a
day, many of which are password related. A large portion of these are for Active
Directory passwords, which are critical to have reset in a timely fashion since employees
need to access their computers to work. Much of the reason that employees need to
reset their password frequently is due to the fact that employees have too many
passwords to remember. An astonishing 56% of respondents said they feel it is due to
employees having too many login credentials. This leads employees to practice
unsecure methods such as writing their credentials down.
Many organizations also have policies in place that make it difficult to remember
passwords, such as requiring complex passwords, or requiring employees to change
Self Service Password Reset
SMS authentication
caller ID verification
offline support
Other

12. their credentials after a certain period of time. With a product that allows end users to
securely reset their own passwords, many of these issues can be resolved.
Tools4ever’s Self Service Reset Password Manager (SSRPM) is a software solution that
allows end users to reset their password on the basis of a number of simple, predefined
questions. The "Forgot My Password" button is integrated into the standard Windows
Logon screen and supports a number of platforms. With SSRPM, system administrators
have total control over the password management process, from creating the personal
questions to establishing the number of questions that must be answered correctly. With
SSRPM, the time-consuming process surrounding password reset is greatly reduced or
even eliminated from IT departments.

13. Tools4ever, Inc
New York
300 Merrick Road, Suite 310
Lynbrook, New York 11563
Tel. 866-482-4414
Fax. 516-825-3018
For regional office information, visit
www.tools4ever.com
Seattle
PO BOX 8200
Bonney Lake, Washington 98391
Tel. 253-770-4823
Fax. 253-435-4966