Self-Service Automation: Calculating the ROI of Automated Password Resets

Calculating ROI for Automated Password ResetsThink about how much time your IT department spends on simple, manual tasks. Specifically, consider the number of incoming password reset requests that are sent on a daily basis. These requests undoubtedly bog down your highly skilled IT personnel who could be much more effective if they were focusing their efforts on more challenging and strategic issues. Furthermore, the time wasted on manual password resets comes at a much higher monetary expense than you may think. So, what’s the solution? Self-service automation. Here’s why.

There are a number of different ways to quantify how much password resets are costing your organization. For the sake of this article, let’s start by considering how much the average help desk call is. If you’re not quite sure how to calculate this, don’t worry. A surprising number of organizations don’t measure this information (though they arguably should). Here’s a good starting point:

In 2015, Gartner projected that the average cost of a help desk call was $19.07. The next logical step would be to take the total number of requests that were specifically related to password resets and multiply that by $19.07 to get the overall cost of these calls annually. According to industry standards, 40% of all help desk calls are related to password resets. Another assumption is that the average end-user contacts the help desk about 1.25 times per month.

Now, let’s assume that your organization employs 5,000 individuals. That would equal 6,250 help desk calls during a given month. If 40% of those calls are requests for password resets, that would equal 2,500 calls. Now, multiply that number by the average cost per help desk call:

2,500 x $19.07 = $47,675

That’s nearly $50k spent on simple, manual password resets each and every month.

Can your organization really afford to spend this kind of money on something so straightforward?

Conversely, by leveraging automation via a self-service portal, you can essentially retain that astronomical expenditure and better allocate it to more important issues.

Another way to calculate the cost of password resets is to determine how much each one of your IT Service Desk staff members is being compensated. Remember to include salary, bonuses, stock options, 401k contributions, health and wellness benefits, insurance, and of course the all-important perks like gym memberships, car allowances, etc. Total this up and then multiply that number by Gartner’s 40% figure to determine how much you’re paying help desk staff to reset passwords.

Don’t have that number handy?

No problem. Let’s turn once again to Gartner who has gone to a lot of trouble to figure out what the average salary and benefit costs per help desk support FTE (full-time equivalent) are. Again, we’ll just use Gartner’s numbers, which state that in 2015, the average salary and benefit costs per help desk support FTE working the IT Service Desk was just under $90k year.

Now we multiply that number by 40%, and we arrive at the average cost of password resets per help desk employee – which is a whopping $36,000 per year, per staff member. Total that up for all your FTE’s and this amount would represent your annual ROI of automating password resets.

Once again, is this an expense you can really justify for your organization? Perhaps it’s time to start honestly considering how self-service automation can really impact your business’ bottom line.

Why not give it a try for yourself? Simply click here to download your free 30 day trial of eyeShare and start saving money today.


How to Automate Your Self-Service Portal

Self-Service PortalThink about the last time you had to deal with a live person during some type of day to day transaction, whether it was making a withdrawal at the bank, scheduling a delivery or even checking out at the grocery store. Self-service portal options have become an integral part of our everyday lives, so why should the IT department be any tasks that can and should be handled through a self-service portal, you’re missing out and falling behind.

The way IT once handled incoming service requests typically required a long string of painful manual tasks. For instance, an end-user runs into a problem (let’s say he or she needs a password reset). A help desk ticket is opened, which is then directed to someone in the IT department. The ticket is assigned and opened by IT personnel and the task is manually completed. The ticket must then be closed and the end-user notified that the request has been fulfilled.

Sadly, in many cases (such as our example of a password reset), the incoming request was for something that could easily have been automated to avoid all of this hassle. Wouldn’t it make more sense to have an automated process, initiated through a self-service portal, through which the end-user could immediately resolve his or her issue, completely eliminating the need to open a ticket and wait for response/resolution? This saves everyone time and aggravation.

The time-savings is only the tip of the iceberg, however. There are many more benefits of automating a self-service portal, many of which can impact the bottom line of the business as a whole. These benefits include:

  • Optimizing resources
  • Reducing service tickets/calls
  • Eliminating errors
  • Enhanced visibility and reporting capabilities (for compliance purposes)

All of these things can help IT service providers to lower their total cost of ownership (TCO), something the “powers-that-be” are always happy to see. What’s more, a quality automation tool can provide much more concrete, quantifiable results to demonstrate return on investment (ROI), a task that was once quite challenging to do. This allows IT leaders to access and better allocate funds to optimize operations. It’s a win-win!

Automating standard IT services and applications through a self-service portal just makes sense and it’s becoming a part of most business’ everyday operations. No more relying on busy, overworked IT staff to handle mundane tasks and risk costly delays or mistakes. Now, the end-user is empowered to independently resolve problems on his or her own while automation ensures a speedy and flawless workflow. Meanwhile, IT personnel are freed up to put their valuable skills to work elsewhere.

For more information on self-service portal and how you can leverage them in your own organization, click here. Or, download your free 30 day trial to experience it for yourself!

5 Ways to level up your service desk using it process automation

Using eyeShare IT Process Automation to Create Self-Service Portal Workflows

Over the past several years, Ayehu’s eyeShare IT process automation tool has helped countless businesses – both large and small – streamline operations and optimize efficiency levels. We’re excited to announce that eyeShare now features a convenient, easy-to-use “Self-Service” center, making the platform even more beneficial to organizations across the globe.

Simply put, the eyeShare Self-Service Portal feature allows end-users to trigger designated workflows without accessing the eyeShare studio or sending an email. Using a simple web-browser, the end-user may simply select the desired workflow to activate, enter the appropriate information into the required fields and submit. It’s that simple! Let’s take a closer look at how this process works, step by step.

First, let’s create a user in Active Directory for use in the Self-Service portal workflow. To do this, go to the Workflow section next to the Active Directory folder and select “New.” This will open a workflow designer window. In order to create a new user, you’ll need to generate a temporary password. Do this by clicking on “Tools”, choosing “Memory & Functions” and dragging over the “Generate Password” action. Be sure to double click on it to ensure the password adheres to the system requirements.

Next, you’ll need to drag the “Create Active Directory” function over. Double click and enter the data for your new account. Now, follow the steps below:

  • Enter the OU
  • Select the active directory server
  • Input first and last name
  • Input login name
  • Select the recently created password by typing in “generatepassword.password”
  • Enter email address
  • Check the text box to change the password at next login

The next step in the process involves taking care of two potential scenarios with a condition for successful and unsuccessful (or failed) user creation. For successful user creation, the goal is to show the status to the end-user via the self-service response action. In cases in which a user wasn’t created correctly, the response should include the error message received from the active directory server.

When you’re finished inputting each message, click “Save” at the top to save your workflow. Here you can enter your workflow name and also include a description.

Now, let’s delve into how to create a self-service interface using the self-service portal designer feature. First, go to “Self Service” near the “User Management” folder and click “New.” Enter the title of the self-service and select the workflow you just created. Now, click “Generate Blocks,” which loads all the variables exposed during the self-service workflow. Here you can choose between the options of text box, label or combo-box. Once this section is complete you can click “Ok” to create your first self-service workflow.

IT Process Automation Self Service portalFinally, let’s move on to the self-service portal web page. Log in using your eyeShare or active directory credentials. Here you will be able to view all the self-service options that have been completed and are available for use. For instance, you may have created a “New Employee On-Boarding” workflow, which will include whatever parameters and variables you’ve chosen for that particular process. Once these fields are filled out and “submit” is pressed, the request triggers the appropriate workflow in eyeShare with a confirmation sent upon completion.

The self-service portal is also available for use on any smartphone or other mobile device.

For more information on this feature, click here or watch our video tutorial to see it in action.

5 Ways to level up your service desk using it process automation