Eastern Illinois University faced pressure to reduce call volume to the campus help desk and decrease problem resolution time. "Our users have a high dependence on our IT infrastructure," said Brian Murphy, Director of Information Services. "It is important that we keep them up and running at all times."
The beginning of each semester was a time help desk staff dreaded. The help desk was inundated both by calls from users who forgot their passwords over the semester break and by the workload of creating thousands of accounts for new students.
"The backlog of issues at the start of each semester created huge problems for us. After analyzing our metrics, we realized that the most cost effective way for us to decrease call volume was to implement an automated password management solution," said Murphy.
"We needed a solution that would do two things for us: First - reduce the total number of passwords that users had to remember and second - provide users with the ability to solve their own password problems, without calling the help desk," said Murphy.
Eastern Illinois University faced another critical challenge - to enhance the overall security of the university's systems. Users, frustrated by long delays to resolve password problems, resorted to choosing trivial passwords, that are easy to remember but also easy to crack.
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