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Hitachi ID Password Manager Business Case

The Challenge

Passwords present a number of problems for organizations:

  1. Users have too many passwords and have a hard time remembering them all.
  2. Password management is exacerbated when different passwords expire on different schedules, are changed via different user interfaces and are subject to different policies.

Users respond to these problems by

  1. Choosing trivial (and insecure) passwords.
  2. Avoiding password changes.
  3. Writing down their passwords, effectively reducing logical security to be equal to physical security.

Users often forget their passwords or mistype them, creating high IT support call volumes at the help desk -- this is both inconvenient for users and costly for the organization.

The impacts of poor password management are:

  1. User frustration.
  2. High IT support cost.
  3. Weak authentication.

Stronger Security

Hitachi ID Password Manager improves the security of authentication processes:

  • A strong, uniform password policy prevents the use of easily guessed passwords and ensures that all passwords are changed regularly.
  • Password synchronization discourages written passwords ("sticky notes").
  • Consistent, reliable authentication processes ensures that users are reliably identified before accessing sensitive services, such as a help desk password reset.
  • IT support staff can be empowered to assist callers without having administrator accounts on every system and application.
  • Extensive audit logs create accountability for password resets.
  • Encryption ensures that passwords are not stored or transmitted in plaintext.

Cost Savings and Improved Productivity

Password Manager realizes cost savings and enhanced productivity for both users and the IT support organization:

  • User productivity: Users experience fewer password problems.

    This is a result of password synchronization, which helps users to remember one or two passwords, rather than forgetting or writing down many different passwords.

  • Fewer IT support calls: Login problems are resolved by users, without calls to the help desk.

    Users can reset forgotten passwords, clear intruder lockouts, recover hard disk encryption keys and reset PINs on their smart cards and tokens -- all via self-service.

  • Reduced cost per support incident: Calls that still reach the help desk are resolved more quickly.

    Remaining login-related support calls are resolved with a streamlined Password Manager process, which includes support analyst authentication, caller authentication, problem resolution and which automatically submits a ticket to the help desk incident management system.

Improved User Service

Password Manager improves user service by simplifying system and application login processes for users:

  • Users only have to remember one or two passwords.

  • All passwords are managed through a single, friendly interface.

  • Password policy is the same everywhere and is clearly defined.

  • Application login prompts can be automatically filled in using Hitachi ID Login Manager.

  • In the event of a password or login problem, users can quickly resolve their own problem, rather than calling the help desk and waiting for service.

  • Password expiration notices are delivered to all users, including mobile users with cached credentials, who currently do not receive them.

Read More:

  • Self-Service, Anywhere:
    With self-service, anywhere technology, users can resolve problems with their passwords, smart cards, tokens or full disk encryption software both at the office and mobile, from any endpoint device.
  • Features:
    Password Manager features -- including password synchronization and reset, single sign-on, token and smart card PIN reset, encryption key recovery and more.
  • Business Case:
    Password Manager improves service for users, who experience fewer password and login problems. It reduces help desk call volume by eliminating password problems through synchronization and diverting password problem resolution to self-service. Password Manager strengthens security through use of better passwords, stronger authentication prior to password resets, clear audit trails and the ability to delegate support privileges without having to give help desk staff full administrative access to systems.
  • Screen Shots:
    Snapshots of the Password Manager web user interface.
  • Screen Recordings:
    Recordings of user interaction with Password Manager.
  • Concept Animations:
    Animated demonstrations illustrating user interaction with Password Manager and data flow between components on the network.
  • Slide Decks:
    A variety of slide presentations about password management in general and Password Manager in particular.
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