Abstract
Today, most organizations depend heavily on IT infrastructure for increasing productivity and providing services to external as well as internal users. Technical helpdesk plays a significant role in achieving business continuity. In order to maximize the return on IT investments, it is necessary to reduce operational costs wherever possible and thus increase efficiency.

Various studies have identified password management as one of the major issues which drain out helpdesk resources. By implementing self-service password reset tools, it is possible to take this major load off the helpdesk leading to cost savings. This white paper gives an insight into the possibility of reducing helpdesk costs by making use of this technology and also the scenarios where it could be made use of.

Author Bejoy V G

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