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Studies show that 30% of Helpdesk queries are related to password
reset management as users tend to forget their passwords often.
This consumes a substantial amount of Helpdesk time working on
most critical password tickets.
To remedy this situation, DoIT needed to reduce this time by ren-
dering a secure, reliable and robust web-based self-service solution
to the end user. The solution thus helps end users to change their
password if they use a PC or a laptop that is not domain-joined and
even reset their password if the password is forgotten.
Allowing end users to reset their password carries a certain amount
of risk, as it increases the possibility of an attack from a malicious
user. To ensure that only the intended users are allowed access to
the self-service password reset/change, users need to prove their
identity.
To do this, we added a layer of security that consists of a verification
code. During a password reset event, the end user is asked to provide
a mobile number or an external email address (live, Gmail, Yahoo
mail etc..) to receive the verification code.
Active Directory self-service portal
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October 2017
DoIT Newsletter