Monthly Archives

June 2018

Full Service Gas Stations and Self-Service Tools

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Does anyone remember Full Service Gas Stations? If you live in the United States, the State of New Jersey still mandates that gas stations be Full Service and not Self-Service. Pull up to the pump, stay in the car, have someone pump the gas, have them take your payment and drive away.

But Full Service didn’t mean that they were fully open 24 hours a day. Many years ago, when Full Service was the norm, I ran out of gas and it was a Sunday and it was Easter Sunday and there was no open gas station to be found. Today, Self-Service changes that…the convenience of accessibility at anytime and anywhere makes it more palatable to lose the luxury of assistance from a human server.

Automation in technology can be a great time saver, more convenient, less expensive and resulting in a higher level of employee productivity and user satisfaction. Self-Service tools such as Password Reset tools can achieve that. But human nature tends to stick with what’s comfortable and familiar. When gas stations were transitioning to Self-Service Pumps, I still looked for the Full-Service Stations…creature of habit and lack of knowledge as to how much more convenient learning how to pump my own gas could be!

ILANTUS Xpress Password is designed with such a user in mind…making it as user friendly and as comfortable to use as possible. We respond to customer feedback and adjust to meet those needs. However, our users face the same challenge with this and other technology tools: although they may lose time waiting for the Service Desk to help reset a password, it is still a comfortable and familiar way to get a reset: letting others handle it as they have before. So, when our organization introduces a self-service tool and expect the Service Desk to be relieved of its reset volume, management is surprised when that doesn’t change! And leadership is disappointed when the company doesn’t achieve the expected ROI.

Hopefully the company has selected the right robust tool with a clean interface, well worded communications and one that resolves the password issues quickly. However, humans will be using the tool and we need to consider that the self-service password management solution might not have been configured and deployed with the users in mind. People and work cultures are unique.

With that in mind, organizations need to help their unique company community embrace the “self” in self-service. ILANTUS Xpress Password has features and guides to assist companies with the “self” in self-service. For instance, it’s worth the time to customize alerts and messages from the tool; to remind users how to use the tool and when to use the tool; to use company branding; to get feedback; to know when these users are most likely to call for help and circumvent that with good messaging.

At ILANTUS, we believe our solution will make a significant difference. However, the value of the tool is in its use, not purchase, implementation and deployment. The value is in stewarding users…cultivating users so that they use the tool.

 

Who controls the ROI on your password management tool?

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Passwords are our primary defense against unauthorized access. Password Management  products keep our guard up and safe.

According to GCN (Technology, Tools and Tactics for the Public Sector), Identity and Access Management tools have the highest ROI among cybersecurity technologies. Password Management falls into this category and becomes one of the most visible technologies in an organization. ILANTUS’s newest version of Xpress Password with Self-Service Remote Access and Registration-less Self-Service has increased the ROI among our customers.

However, the real ROI is not solely in the technology. The real ROI lies with the users of the technology…they determine your best ROI. It all boils down to performance. And a tool cannot perform without a human using the tool.

Humans managing their passwords are critical to the primary defense against unauthorized access. Harvard Business Review found that “Spending millions on security technology can certainly make an executive feel safe. But the major sources of cyber threats aren’t technological. They’re found in the human brain, in the form of curiosity, ignorance, apathy, and hubris. These human forms of malware can be present in any organization and are every bit as dangerous as threats delivered through malicious code.”

When it comes to passwords, we cannot afford to allow a human to not be aware of how to prevent unauthorized access with a password. A study by CSO magazine and the CERT Division of the Software Engineering Institute of Carnegie Mellon University found that insiders were the source of “50% of incidents where private or sensitive information was unintentionally exposed.”

The best password investment combines the tool with the human.

To that end, Harvard Business Review suggests that the best cybersecurity investment is investment into better training. Technology is critical. But as the analogy goes in the article, the car is only as good as its driver. We need to train our technology drivers i.e. our employees. We need them to take part in defending unauthorized access. And we need to train them to be aware…notice something that doesn’t look right.

Password Management Tool + Human Investment = ROI

Technology is not the miracle tool. The best approach is in recognizing the importance of human readiness with the tool. The investment is in training our users in what is expected. Technology exists for and is utilized by humans. A significant portion of the ROI in a password management tool is investing in educating the humans on the technology.