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Self-Service Portal Solves the Forgotten Password Dilemma

Self-Service Portal Solves the Forgotten Password Dilemma. Chris Wiggins IT Help Desk Manager University of Colorado Colorado Springs (UCCS). University of Colorado Colorado Springs. UCCS Student Body 9,876 Faculty & Staff 1,694. UCCS IT Staff. Information Technology

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Self-Service Portal Solves the Forgotten Password Dilemma

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  1. Self-Service Portal Solves the Forgotten Password Dilemma Chris Wiggins IT Help Desk Manager University of Colorado Colorado Springs (UCCS)

  2. University of Colorado Colorado Springs • UCCS • Student Body • 9,876 • Faculty & Staff • 1,694

  3. UCCS IT Staff • Information Technology • 30 Full Time Employees • 37 Student Employees • Computing Services (User Services, Tech Services, Web Services) • 22 Full Time Staff • 26 Student Employees • Help Desk • 2 Full Time Staff • 7 Student Employees

  4. Aligning with University Needs

  5. Don’t forget: You can copy-paste this slide into other presentations, and move or resize the poll.

  6. Help Desk & Services

  7. UCCS’ Password Problem

  8. Costs Per Incident HDI. (2012).Support center practices & salary report 2012. Colorado Springs, CO: United Business Media.

  9. Percentage of Service Desks with Self-Service Password Recovery HDI. (2012).Support center practices & salary report 2012. Colorado Springs, CO: United Business Media.

  10. Selecting a Tool

  11. The Tool is a Good Start

  12. Integration

  13. The Self-Service Account Portal

  14. How We Spread The Word

  15. Our Target Audience

  16. Getting Everyone Registered

  17. Claim Your Account New Students

  18. On Campus Students, Faculty and Staff

  19. Password Change Getting Everyone Else

  20. Help Desk Getting Everyone Else Registration during Walk-up Phone – Temp Passwords Only

  21. Registration Results

  22. Password Recovery – Customer Facing

  23. Password Recovery – Process

  24. Password Recovery – Tracking

  25. Revisions after launch…

  26. Where We Messed Up

  27. Impact on Support

  28. Help Desk & Services

  29. Questions?

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