Supporting Metrics

Metrics: Password Management

Cost savings

Productivity

Security

  • Number of password problem help desk calls per month?
  • Cost and duration of each call?
  • Peak staffing to support post-weekend call volumes?

  • Time spent by users before, during and after a typical password problem?
  • Value of wasted user time?

  • How does the help desk authenticate callers?
  • Current vs. desired password policy on sensitive systems?
  • Popularity of password "sticky notes?"

Example targets:

  • Reduce password help desk calls by 75%.
  • Reduce total help desk calls by 25%.
  • Reduce passwords per user to 2.