CIOs say that when user-centric solutions are rolled out, the most vital factor is the ease of adopting the solution.
User-centric solutions need easy adoption for widespread utilization. Password Self-Service Enrollment is one such solution, and in this case, the adoption starts right at the enrollment.
If the enrollment procedure is complicated or not user-friendly, and burdensome, users would refuse the solution and go back to using the conventional helpdesk. Leaders say that it doesn’t require being so dramatic.
The motivation for deploying password self-service in an organization would most likely be the requirement to decrease the number of helpdesk calls and improve organizational security.
This model is relevant to most enterprises as they have shifted to some form of the hybrid-remote work environment. The advantages of using a self-service password reset solution were enough for IT teams to ensure that it was followed.
For this solution, the success factor was identified to be the enrollment stage. It got users past supplying the required personal data sufficient for allowing the solution to detect the account owner. As a result, the daily use of the password self-service became much less complicated.
CIOs agree that not all enterprises managed to successfully deploy the password self-service enrollment, understand why that occurred.
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Limitations to the solutions
It is necessary to understand that all password self-service solutions are not developed similarly. Traditionally, legacy platforms that have a long list of intrusive questions may leave the users feeling uncomfortable. Now, most of these questions can be easily sourced by hackers, and users can forget the answers that ultimately lead to service desk calls.
Of course, there are more accessible, modern, and secure methods to deploy verification measures that can be used for user identification. It includes a third-party identity provider, social identity providers, biometrics, etc.
The lack of efficient and speedy support for the familiar and additional processes of the account owner’s identity validation can only increase the enrollment process time. The user will lose interest to complete the procedure.
Conventionally the enrollment has two main issues. First, it requires manual completion by the user (answering the questions), and second, IT intervention is minimum when it comes to encouraging users to finish the process.
New solutions resolve these issues via advanced enrollment choices like an alternative identity provider or using details in the Active Directory, or enrollment notifications that remind users in different ways.
Incorrect setup
CIOs feel that both lack of guidance and relevant knowledge for proper configuration will result in incorrect configuration of enrollment. They suggest self-service solutions that require users with different levels of risk to enroll in varied risk-appropriate levels and verification.
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An intern and CEO require differing verifications; but if every employee must go through the verification process required for a CEO, many employees will skip it altogether.
Ineffective rollout
CIOs point out that it is important to carefully implement solutions rollout that can change the user’s core behavior. Users would reach out to the helpdesk before the password self-service solution was implemented.
An effective rollout has several pre-requisites—the first and foremost being communication. Users need to have direct interaction with IT to understand the need for enrollment and their benefits. If users think it’s being forced on them, it will fail.
It’s necessary to identify internal champions who can help employees who are technically inclined to complete the enrollment procedure. Basically, the process needs to be simple, intuitive, advantageous, and non-invasive for the employee.
By considering the previous organizations require a solution that achieves the perfect balance between productivity and security and meets the user and IT requirements.
