corporate identity management: Optus saves with self service password reset

Once upon a time while doing the corporate identity management thing, we incubated an idea for and deployed (ish) a self service password reset (SSPR) solution for a bank. Self service password reset is one of the best corporate identity management toys by far as it basically it basically writes its own business case. Large corporates typically have an outsourced service desk handling password reset calls, from which you can distill a per-call cost metric that is truly disturbing (if you run service desks) and wonderful if you’re writing the business case.

Siva Sivasubramanian, Optus’ head of information security, presented an SSPR success story this week at CA World using CA Identity manager. From deployment on the first 10,000 workstations, its reduced password reset calls by 60%.

Some of the benefits I’d called out ‘back in the day’ were:

  • Less calls to the service desk for password resets, saving money
  • Increased productivity – Why spend productive time calling the service desk?
  • User empowerment – Users can take immediate action and solve their own problem
  • A far better user experience than navigating all those average phone menus

The article calls out another benefit that was right under my nose – if a password can be easily reset, you’re less likely to borrow someone else’s 😉

Check the full article at






One comment to “corporate identity management: Optus saves with self service password reset”
  1. Great article, I'd like to add that there are solutions on the market that can track and audit users who attempt to use another person's login information. Very critical for the banking sector, as the person who almost brought down Societe General was making trades under another users login to hide his tracks. Good SSO products should be able to track when users login to applications – and also be able to report on instances where a user is logged into their workstation under their own account, but an attempt is made to login into an application using a different persons account.

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