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High IT Support Call Volume - Hitachi ID Password Manager

Business Challenge

Up to 40% of the call volume in a typical IT help desk is caused by users who forget their password or accidentally trigger an intruder lockout. While these incidents are inexpensive to resolve, their volume can easily represent 20% to 30% of total IT support costs.

Any organization wishing to reduce IT support cost or to redirect expenditures from routine break/fix calls to more value-added services must first address this problem.

Hitachi ID Password Manager Solution

Using Password Manager, organizations can eliminate 90% or more of password-related IT support costs.

Read More:

  • Too Many Passwords:
    Using Password Manager to reduce the number of passwords that users must remember and manage.
  • Too Many Login Prompts:
    Using Password Manager to reduce the number of times per day that users must type application login IDs and passwords.
  • Users Locked Out of Their PCs:
    Enabling users who forgot or locked out their primary passwords and cannot sign into their PC to resolve their own problem using Password Manager.
  • High IT Support Call Volume:
    Reducing the volume of IT support calls due to login problems -- intruder lockouts and forgotten passwords, PINs and encryption keys -- using Password Manager.
  • Uneven Support Call Volume:
    Lowering the peak IT support call volume due to forgotten and locked out passwords after weekends and holidays -- using Password Manager.
  • Weak Passwords:
    Ensuring that users choose strong passwords -- using Password Manager.
  • Off-hours IT Support:
    Enabling users to resolve their own login problems after hours -- using Password Manager.
  • Too Many Privileged Users:
    Reducing the number of people that need administrative access to systems and applications by delegating the right to reset passwords and clear lockouts to IT support staff -- using Password Manager.
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