Sybase was a growing company with more than 7,000 employees in 79 locations worldwide. A growing IT infrastructure meant that employees had to remember many passwords, each for a different system or application. Employees responded to the password explosion by avoiding password changes and by forgetting their own passwords often -- creating a high help desk call volume.
Managing employee passwords was becoming a significant problem for Sybase, with rising support costs, compromised security and lost productivity.
IT management at Sybase was tasked with lowering IT support costs. An analysis of help desk call volumes showed that password resets consumed the largest potion of help desk staff time.
At the same time, employees were responding to password complexity by choosing simple passwords, by writing down their passwords and by avoiding password changes. This compromised corporate security.
To address these problems, Sybase had to find a password management solution that would integrate with its many existing systems and applications.
"If we address all the objectives for this project, we would be successful," stated Bruce MacDonald, IT Project Manager, Global Infrastructure at Sybase. "Tackling this issue immediately would reduce our risk in the future and allow our helpdesk to refocus their attention on strategic initiatives, rather than routine break/fix work."
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