Help Desk | News
Northland International U Implements Self-Service Password Software
To help cut down on password-related calls to the help desk, Northland International University has implemented Tools4ever's Self Service Password Reset Manager (SSPRM) software. The system allows students and employees at the rural Wisconsin Christian college to maintain and update their own user accounts, saving help desk staff time and allowing IT to focus on more important tasks.
Northland requires that users change their passwords every few months. Before the self-service software, when users failed to update or forgot their passwords, they would be locked out of their accounts--and the help desk would receive a large number of calls. In addition, many Northland students work abroad or at ministries around the US, making it difficult for them to call during the help desk's operating hours. Now, users can securely reset their own passwords at any time of day, even when the help desk is closed. Users simply answer a few security questions and can then safely and securely reset their own passwords without having to contact the help desk.
The rollout was done in two phases: First, Northland implemented the software internally to a few select employees for testing. Then, after the test group gave the system positive feedback, the university offered it as an option for all faculty and students at the college.
For more information about SSRPM, visit the Tools4ever Web site.
About the author: Rhea Kelly is executive editor for Campus Technology. She can be reached at firstname.lastname@example.org.