Many organizations depend on self-service technologies in general and self-service password reset in particular to lower the cost of IT support by moving problem resolution out of the help desk and into the user community.
Traditional self-service...
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Many organizations depend on self-service technologies in general and self-service password reset in particular to lower the cost of IT support by moving problem resolution out of the help desk and into the user community.
Traditional self-service password reset solutions offer a web-based process where a user who has forgotten or locked out his password can identify himself, authenticate with something other than the lost or locked password – for example, by answering a series of security questions – and reset or unlock his password.
Since users who forgot their primary Windows password cannot launch a web browser, two additional user interfaces are commonly deployed – first, a GINA extension DLL (on Windows XP) or a Credential Provider (on Vista or Windows 7) allows users to access self-service from their PC’s login screen. Second, an integrated voice response (IVR) system may allow users to reset or unlock their passwords using their telephone.
These solutions have worked we
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