When an employee at your organization forgets their password, it typically initiates a frustrating and time-consuming process. The employee usually needs to contact the IT department and wait for a response, leading to decreased work productivity, heightened anxiety, and potential jeopardy to deadlines. However, there are better ways to handle the password reset process, such as allowing end-users to control their own password resets, which comes with several benefits.

One approach to enabling users to reset their passwords is through self-service password reset (SSPR) solutions. These solutions reduce IT support costs by allowing end users to reset their expired or non-expired passwords without contacting an administrator or helpdesk for support. Additionally, password writeback capabilities enable the management of on-premises passwords and resolution of account lockouts through the cloud. This feature allows password changes in the cloud to be written back to an on-premises directory in real time, ensuring that the updated passwords comply with on-premises Active Directory Domain Services (AD DS) password policies.

Active Directory Self Service Password Reset On Premise is a powerful tool that offers various methods for users to securely reset their passwords without giving out administrative privileges. This approach not only improves security by reducing the risk of personal information being shared but also eliminates the need for manual processes, such as password resets and verification of account status, saving time and reducing overhead. LogonBox self-service password reset (SSPR) is another solution that empowers end-users to reset their passwords, unlock their accounts, and manage passwords across Active Directory and cloud directories 24/7 without helpdesk assistance.

The Benefits of Self-Service Password Reset

Access denied.

Incorrect password and username combination.

Please call your service desk provider to reset your password.

Look familiar? We’ve all been there, and it’s a pain!

More and more companies are implementing a Self-Service Password Reset (SSPR) and unlock tool as part of their service desk offerings. This saves calls to the service desk, trims the time agents spend on the phone and reduces frustration for the end user. The benefits are huge, since up to 30 percent of service desk calls at most companies are related to password reset or unlock requests. 

But these benefits go beyond easing call volumes. Below are some advantages of offering SSPR at your company, plus what you should look for in an SSPR solution.

End-user benefits:

• Speed and efficiency: Rather than waiting on hold for an agent to unlock or reset their account, users are empowered to use self-service, with immediate results and confirmation of success. 
• An introduction to automated help: Self-Service Password Reset is one of the first steps for many companies in implementing automation into their services. Unlike traditional password resets, SSPR eliminates the need for a phone call to the service desk and reduces the usual hold time to a mere few clicks of a button for the end user – introducing them to an automated and instantaneous self-help function. 
• High availability and security: SSPR eliminates the need to talk to a service provider and users have access to it regardless of the time of day. SSPR should be available 24/7 via desktop or mobile devices. Additionally, your SSPR tool should offer numerous ways for users to keep their information secure, such as multi-factor authentication: security questions, recovery emails, text messages and confirmation emails, which help users feel both in control and secure. 

Benefits to your organization:

• Cost reduction: As stated, up to 30 percent of service desk calls are related to password resets, which is money that could be better spent growing your business. Instead of tying up personnel and hiking your organization’s service desk costs, SSPR frees your IT team’s time and budget for other, more strategic initiatives. 
• Visibility and analytics: The best SSPR tools give your organization a detailed look at user adoption. This enables you to see who has not used the tool and/or still calls the service desk, and which users access the tool most frequently. It provides the opportunity for user education, if needed. 
• Easily integrated solution: Like many solutions these days, SSPR is implemented as a software-as-a-service (SaaS) solution, reducing the load on your IT team. Rather than potentially bogging down your IT team in software maintenance and updates, SSPR runs in the cloud, so your users’ information is secure and readily available, and your IT team’s time is more efficiently used. 

• In a social engineering attack, the cybercriminal may pretend to be a user reaching out to IT for a password reset, hoping to deceive the technician into providing the info so they can gain access to the account.

However, social engineering is no longer an issue if an organization uses a third-party tool to manage the password reset process — verifying requests based on specific criteria like a one-time code from a device tied to a user.

Because the human factor is eliminated, so is the risk of the human (the IT tech) inadvertently leaking the data.

• Empowering end-users: Allowing self-service password resets empowers users, allowing them to quickly regain access to their account and get on with their day without having to wait for an IT support technician to intervene. This is especially helpful when the user needs to reset a password late in the evening, on a weekend, or during a holiday, when IT technicians are less likely to be on-call and available.

What to look for in a service desk provider offering SSPR: 

• A clear transition plan from introduction to implementation: You shouldn’t be alone in planning the rollout of your new Self-Service Password Reset option. When choosing a SSPR provider, select one that offers a clear implementation process so that you know who does what and when.
• A strong marketing communications plan to help with your rollout: Choose a service provider that will help you develop an effective marketing communications plan to keep your users up to date and informed on your implementation of this self-service feature and also offers clear, multi-faceted how-to instructions. 
• Multiple built-in security features such as email, text, recaptcha, and more: Why bother using SSPR if it’s not secure? You and your users should feel confident in the security of your SSPR tool. You should select a service desk partner who leverages multiple, built-in security features. 

Boost Productivity, Reduce Frustration

Consider implementing a self-service password reset solution to enhance productivity within your company. This improvement is beneficial for both end users and IT support technicians, creating a more streamlined and efficient process.

One of the key advantages of this solution is the reduction in helpdesk calls. Users can independently reset their passwords, alleviating the need for assistance from IT support. This not only saves time for both end users and technicians but also contributes to a more cost-effective operation.

Furthermore, the implementation of a self-service password reset solution empowers users by providing them with the autonomy to manage their own account credentials. This empowerment can lead to increased user satisfaction and a sense of control over their digital security.

Another crucial aspect is the reduction in the risk of data loss resulting from social engineering hacks. By allowing users to reset their passwords securely through a self-service system, the likelihood of falling victim to social engineering tactics is diminished, thus bolstering the overall security posture of the company.

Investing in a self-serve password reset solution is not just about immediate benefits; it is a strategic move for the long-term success of your company. The efficiency gains, reduced frustration among users, and enhanced security contribute to an environment that supports sustained growth and effectiveness over time.

Sources :

https://learn.microsoft.com/en-us/entra/identity/authentication/concept-sspr-writeback
https://learn.microsoft.com/en-us/entra/identity/authentication/howto-sspr-deployment
https://logmeonce.com/resources/2023/06/24/active-directory-self-service-password-reset-on-premise/
https://www.logonbox.com/content/sspr-on-premise/
https://www.bleepingcomputer.com/news/security/how-to-boost-security-with-self-service-password-resets/