Frequently Asked Questions for Help Desk Managers
What kind of call volume reduction can I expect?
Both password synchronization and self-service password resets eliminate calls to the help desk. Together, they normally reduce password-related call volume by over 90% (see figure below).
Can I integrate P-Synch® with my call tracking system?
(1)Every logged event can trigger "external systems notification." Binary integration programs are provided to propagate event data to over 15 types of help desk applications:
- Axios Assyst
- BMC (formerly NAI) Magic (any version)
- CA Unicenter Help Desk
- Clarify eFrontOffice (currently just version 8)
- FrontRange HEAT (any version)
- HP Service Desk
- Peregrine ServiceCenter (any version)
- BMC/Remedy ARS (any version)
- Siebel ERM (any version; using web services)
- SupportSoft (any version; using web services)
- Tivoli Problem Management / Service Desk (any version)
- ... and more
Additionally, P-Synch can integrate with various other call tracking applications through an ODBC connection, by filling in web forms, by posting messages to web services or by sending messages to a help desk system's e-mail gateway.
How does P-Synch authenticate support analysts?
Help desk analysts, security officers and P-Synch administrators can authenticate to the P-Synch web GUI using one of the following methods:
- By typing a current NOS password.
- By typing a password and validating it against a password hash stored inside P-Synch itself.
- Using a security token (e.g., SecurID pass-code).
Q-A (Question-and-Answer) authentication is not recommended for use with privileged accounts.
How does P-Synch authenticate callers with password problems?
(2)Users authenticate as follows:- On a web GUI:
- By typing their current password to a trusted system (for example Windows / Active Directory, OS/390, RADIUS, etc.).
- By answering a set of system-selected personal questions, whose answers may either be stored inside the P-Synch server or may be validated on an existing system (Oracle, LDAP, mainframe and so on).
- Using a security token (e.g., SecurID pass-code or other device).
- Using a PKI certificate or smart card.
- Using a telephone:
- By keying in one or more personal identification numbers (e.g., employee number, date of hire, driver's license number).
- By matching a voice print sample taken at time of authentication against a previously recorded sample on file (biometric voice print verification)
Moreover, if the user decides to call the help desk, then P-Synch can be configured to have the support staff authenticate the user via the user's Q-A (Question-and-Answer) profile before the user is helped.
How long should a password problem call take to resolve, using P-Synch?
P-Synch realizes cost savings and enhanced productivity for both users and the IT help desk:
- 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.
- Reduced Help Desk Call Volume: Password problems are resolved by self service.
Of problems that remain after activating password synchronization, the majority are resolved by self service and never generate a help desk call.
- Reduced Help Desk Cost Per Call: Password problem calls are resolved quickly.
Remaining password problem calls are resolved by the P-Synch web interface, which handles every aspect of the call and allows a support analyst to resolve a password problem call in about 1 minute.
Do you have an ROI model?
There is a detailed ROI (return on investment) model for Hitachi ID's identity management solutions at:ROI (return on investment) from P-Synch is principally due to improved user productivity (fewer password problems) and reduced help desk support load.