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Greetings and welcome to the audience. This is a pretty sunny day in London. We've got audiences from America, Europe, and the rest of the world. And thank you for joining us KuppingerCole and tics webinar on automating end user password reset for better efficiency and fewer headaches. My name is Amari sing. I'm easily recognizable by the blue turbine and I'm a senior Analyst at KuppingerCole and we have Jonathan, probably the CEO of psychotic. And thank you again for joining us and we'll carry on a bit about group premium.
It research advisory event organizer also produce a lot of research information on a vast range of topics, including identity management, passwords, advisory services, and something that everyone looking at this webinar before the May 5th, if you have not, if you can still do try to make it to the European identity and cloud conference in Germany, I will be there will be represented there also. And it is one of the most important identity and cloud conferences in Europe. So if you have not yet booked, please do try to come. The link is on the website. So quick guidelines.
You don't have to worry about unmuting cause all the rest of the audiences are already muted so that we can carry onto the forecast. You can ask questions. So please do ask questions to myself and to Jonathan and we will endeavor to answer them whilst we are doing the webinar. This record webinar is gonna be recorded.
So if you, for some reason, need to leave or if you couldn't make it, you can look at it later on. The question feature is in the go to webinar control final. The part one, I'm gonna talk about transparent user powered security, very passionate about that. And Jonathan will take over part two. He will also apart from giving you some insight into how operationally his product and the product can benefit an organization, but he will also give a live demo. I love presentations with live demos and we will finish the presentation with Q and a from the audience.
So a, a visual is always a better way. In a nutshell, you know, the new scope for information security is everything that you can see here. Social cloud and mobile, the traditional scope is no longer existing in many, many organizations. You know, there is no on premise off premise and it's about securing and authenticating controlling access to cloud, to mobile and everything else that's in between. And this is only going to, but span out rather than move inwards. Everything is connected. So stop people are, we need to focus on the people element over here.
Everything is connected with the people who are using all of these devices. There is no longer a corporate cyberspace. This is something really important. There is a cyberspace. There is a personal cyberspace and there's a corporate cyberspace in the past. Everyone had to rely on corporate cyberspace today. That is no longer true. And with the connected devices, with the internet of things, with the internet of everything, everything is talking to everyone and the whole aspect, the whole concept of limited network parameter does not exist anymore.
And this visual just shows you a different view of actually machines are talking to each other. Once you remove the people element, machines are gonna be talking to each other more and more, and the whole concept of access control. How do you manage access for people? How do you empower people to manage their own access comes into question. So the challenge, the two arrows are pointing to something which is really, really key to effective security in my opinion, and the challenge is securing the end user, but also satisfying the end user.
Now, most people will not necessarily focus on satisfy as a key requirement. If you don't have a satisfied end user, you're not really gonna have a secured end user. And if you don't have a secured end user, whether that's a privileged user or an end user who is, who does not have privileged access, you are going to leave open your organization to multiple thread vectors. And part of the headache with approach to information security is security is often right at the prime requirement.
And what, when that happens, when, if you keep security, the focus focal point of requirement, the end user is typically ignored. And this is where we are challenging the concept for peop folks to reimagine their approach to security and reimagine their approach to the end user. The most important thing here is empowering the end user.
And it goes back to the previous slide about satisfying and gaining the trust and actually putting the control at the end user, empowering the end user so that he or she can do basic and very important functions that typically have been handled by the organization. The end user today is definitely more informed and knowledgeable and it's time that we empower the end user so that he and she, or he, or she can take control and start doing the right thing to make cyberspace more secure and actually more, more user friendly.
I'm gonna hand over now, I'm really passionate about this topic, and I'm gonna hand over to Jonathan, probably from the, from TA who is gonna give you a live demo. Apart from the presentation is gonna give you, it's also give you, give you a live demo of the product that is in question here and to see how we can empower the end user over to you, Jonathan. Great. Thank you more. I'm very pleased. I'm happy to be here today and to share with you some experiences we've seen based on customers deploying self-service solutions for password reset.
So jumping right in looking at the challenges that the help desk faces. So it seems like the, just the amount of work that the help desk is experiencing more infrastructure things, going to the cloud, just more challenges and often fewer and more constrained resources that they're having to deal with these problems. And so password reset is definitely one of those sort of low hanging fruits and the economics of it are, are pretty straightforward. So if you take a look just to walk you through the calculation here, it's pretty easy to figure out the return on investment.
So you can look at studies out there. This particular number comes from Gartner. So one help desk call on average cost about $31. Your typical end user is calling the help desk about 1.75 times per month. And of those different calls, about 30% are password reset related. So pretty easy to plug in the math here. And we've given you two examples. So you can see for example, 500 employees in an organization, and you're looking at about a cost of $90,000 per year, and it quickly escalates. So you can see for 2000 and it's just a linear cost, right?
So definitely a big problem there and something that most help desk managers we speak to, they would love to automate this or have some way just to drive down this cost and have the software take over. So definitely the economics tends to be the main driver here, but of course, as Amar was saying, we've gotta have that security as well. So when we look at what are the benefits of using a password reset solution, generally when we're speaking to customers, the number one are the, the economics, how do I save some money here?
How do I make my help desk a bit more efficient, but time and time again, we're seeing other aspects as well. So if you're gonna staff a help desk and you're gonna field reset calls coming in, you know, the classic is the executive on a Saturday, right? Trying to do some work on the weekend, locks themselves out on an account. They have the, the, the ability to, to make things happen. So they start calling around and someone has to, you know, be available to do that reset for them.
And so a big advantage we see with customers is being able to have 24 7 automation of their password resets because the software solution is always available, right? It doesn't have working hours. So that just an enormous benefit there. And then more and more, we're seeing this idea of the speed of the business.
So it, you know, depending on the cost structures and the structure organization, obviously all verticals are different, but time and time, again, it can either be seen as an expense or it can be seen as some sort of empowerment to the business. And what we're seeing is more, it managers are saying, well, I wanna please, my end user, like Kamar was saying, I wanna have a satisfied end user. And especially if that end user is, you know, HR or finance or other key business areas of the organization. The last thing that I wanna do is take a black eye for it.
They rather want to empower those people, allow them to solve the problem themselves and give a good overall impression of a great service that it is providing to the company. So this is really an opportunity if it's seen in the right way, by deploying a solution like this, you can actually make it look like a, a real win for the business and then several other benefits too. So unless we get more into the security side, so often when you look at what the existing help desk procedures are. So how are people authenticating who a user is when they call in or when they send a ticket.
And oftentimes those means of verification are not very secure. It's often things like simple data about the user that they could find. It could be, you know, their location, which manager they report to things like that, that aren't particularly secure at all. Sometimes it involves people, right? So there's phone calls back to managers to verify, do you, you know, do you know Steve, is he currently trying to reset his password? Things like that. And of course, whenever we introduce a human, we don't have a nice, consistent and secure process.
Whereas if we can automate that with a self-service solution, now we have an auditable process that shows what was done, and we can also guarantee that it was consistent and that security was, was accomplished. So another issue here too, is if you're having your help desk today, field those calls and those tickets, and they have the ability to reset those passwords for different end users. How do you really bring accountability to this?
Very often, customers are giving the help desk active directory users and computers, the ADUC tool within active directory to be able to do the resets directly, and then often giving them permissions quite often more than they need. So they're able to reset accounts that perhaps they shouldn't be resetting.
And so, again, the idea with a self-service tool here, you want to have self-service for the, the end user, but should the call still come back to the help desk? How can we now further empower and secure the help desk so that when they reset passwords it's accountable and that they only have the appropriate amount of access. So let's jump in, let's take a look at what a typical reset sequence looks like with the psychotic tool. So I'm gonna come over to a virtual machine here.
So here I have windows eight, one running, and let's imagine that I'm an end user and I'm coming to log into my machine and I'm unable to get into the machine, but I need to now be able to somehow recover my password. Perhaps I went on vacation, change my password shortly before I left. Now I've got back, hopefully from an nice vacation, gotta log into my computer. And I can't remember the new password. And what you'll see right here in the login screen is there's now an icon saying forgot password.
And at this point, the user can then click on this icon and right within the login screen, without having to have any authentication into the machine at all, they now have the opportunity to do the reset procedure. So first off, there's three different steps to the reset. First off they have to identify themselves. So this is being able to identify their domain and their username. Many customers actually change this. There's a configurable option to have it be your email address.
And again, depending on how far out you're rolling this to your end users and how tech savvy those end users are, some of them can often get confused about domains, but will be perfectly comfortable typing in their corporate email address. So in this case here, I'm gonna type in my username. I'm gonna click the continue button and now what it's doing, it's moved me onto the next step. It's looked up the security policy that is assigned to my end user account. So which series of checks do I have to go through in order to prove my identity? And we can see here, I'm on step one of three.
So there's three different steps for my particular end user that I have to accomplish in order to validate my identity. And you could obviously customize that. So if it was a more sensitive account, I might have five steps if I were a domain admin or someone like that, a few other things to notice about this console. So this console right here, I'm unable to move it around. I'm unable to write click it's completely secured, but it is actually a web interface. So this is internet Explorer running in severe lockdown mode within the login screen.
And this particular question choice here is, is quite interesting. This is coming from some academic research that shows that end users find it easier to remember pictures or photos than they do to remember arbitrary text. So in this case, I can come in, I pick the, the photos that I chose on enrollment, and you can see, I can have more than one photo. You can even make the order count if you want. So various different options here. Also a deliberate thing that's been done with this image set is that this image set is quite hard to verbalize.
So if someone were doing this for me, how would I really determine the difference between maybe this picture and this picture? They're very, very similar.
So again, pushing the security angle here, trying to make it so that absolutely it is the end user that is answering these questions. Moving on to the next step. You'll notice that I didn't get any verification about whether that was correct or not are now onto a two fact a question and you'll hear my phone has started ringing. So my phone is ringing and it's gonna on speaker Again, your code is, So there we go. We can see we're able to get an automated voice to reader us a randomized pin code, and it's targeting my cell phone. So this is effectively two factor authentication.
It's proven that I have access to my cell phone and therefore I have more assurance that it is the correct end user. Now this particular question will also work with a desk fund. So it'll work with a regular landline. It'll also work with extension numbers, it'll even work with an operator and the voice will call out and ask for a particular extension. And another variation of this, which many customers are using is instead of getting a voice call to actually get an SMS text message. So same concept, randomized five digit pin code. So I click continue here.
And at this point I have a more traditional knowledge based question. So the last step here, again, I've got no indication as to whether any of the answers were correct or not, and that's done deliberately right to prevent any sort of brute forcing or gaming of the system. So this question here, closest childhood friend. So I'll go ahead and fill in my answer. You'll notice that my answer is masked. So if someone were sitting next to me, they obviously are not gonna be able to get the answer to this question also, just to mention the architecture for the solution is all on the windows stack.
So it's asp.net I and SQL server on the back end. And all of these answers that I'm filling in are stored, not in ad schema, but are all stored in the SQL server database. And they're all one way hashed. So there's no way for a DBA to get into the backend database and be able to uncover these answers. So at this point, I'm on step three of three, I'm gonna hit the continue button. And I now move on to the reset. So my identity was confirmed in this case, I got all three answers, correct, but you can set different tolerances.
So some customers, what they'll do, especially if they say have a, a large retail organization and they got a lot of folks out on the field, maybe not quite as tech savvy, they might determine something like two out of three questions is okay, as long as one of the questions is the two factor. So there's a lot of flexibility in how you configure the system. So at this point here, I'm gonna reset my active directory password. So I'm gonna type in a new password to set it to the tool can also reset your office 365 password. So if you have that set up, you'd be able to do that as well.
So at this point here, I'm gonna put in my new password, it's going to meet domain complexity requirements. So whatever you have set on your active directory domain, it's not gonna allow me to set a very weak password. It's gonna observe history requirements, all those types of things. At this point, I reset my password. My password reset has succeeded, and I can now just close this window and then log in normally with my account. So pretty straightforward flow for the application, pretty easy for end users to be able to do so jumping over to the application within a browser.
So here is the same tool again, but now just looking at it within a web browser. And you'll see, I've got very large fonts, very easy for end users to use. And you'll see if I click on this reset my password option. I've got that exact same flow. Now just within a regular web browser and many customers use this either for putting up on their extranet or a lot of them will actually create a kiosk within the help desk. So I have a kiosk system that way, if someone's coming into the help desk physically to reset their password, they can use the same interface right from there.
So just to recap on some of the typical use cases and really best practices that we're seeing for customers deploying tools like this. So first I have classic use case the self-service reset, and then also the unlock. So if my account had been locked there, it would automatically unlock the ad account for me as well. Then another key use case, and we didn't see this part.
We, we won't look at this today on the demo, but it's important to mention it is to also have a similar interface available for the help desk to use. So now the help desk, if the person is unable to do the reset from the Gina, for whatever reason from the windows login screen, then they still call the help desk.
What a, what a great way to be able to empower the help desk to do that reset without having to have excessive ad permissions or having to use ad tools instead, they can use that simple webinar interface to be able to do the reset. And you can also have very granular permissions there. So for example, you can empower your help desk staff to be able to set reset passwords for say your retail division, but not be able to reset any passwords within within it.
So again, a bit of flexibility, expiration reminders. This is a popular use case with customers. So many times, if you analyze your help desk calls, you'll see many of them are coming from end users where their password, they haven't actually forgotten it. It's just that the password has expired. They may be using a Mac, or they may be not directly connected to ad and just using ad for SharePoint or something like that coming in remotely. And they don't realize that their ad password is expired.
What the self-service tool will do is send out email reminders to them, notifying them that their passwords gonna expire. And that just cuts the whole call short right now, they reset and change their password. Don't hit the expiration and it's one less call to the help desk ad attribute maintenance is another thing we see many customers using. So if you're using active directory, as part of say your employee phone book, or you perhaps have it integrated with your E R P many times, they want to allow employees to update certain attributes within active directory.
And that is another typical use case for the self-service tool. So the end user can then log into the tool and be able to update certain attributes. Good example would be maybe your mobile phone number. So maybe a changes periodically if you get a new, personal mobile phone, but you want to update the corporate directory with that phone, that phone number could be used perhaps by the two-factor question. So tied to the ad attribute and give the end user a quick way to automate and manage that again, cutting down on some help desk calls and help desk tickets.
When you look at the complete security picture, what we see many customers doing as well is turning on the SIM integration capabilities within the self-service tool. So now if you think about it, you're looking at your SIM and you're trying to get a comprehensive view of what's happening from a security perspective on your network. If you're not tracking end user unlocks and end user password resets, that's significant, right? That's something that's outside of your, your scope of what you're able to build correlation rules for and generate incident response.
So plugging in this activity to your SIM and having that level of visibility is really key to an effective sock, more minor use case. But again, we're seeing it, especially with end users on different platforms or folks working remotely that don't correct connect directly into the ad network on a regular basis is some sort of simple change password capability within the self-service tool. So maybe I just use SharePoint, maybe I occasionally use VPN, whatever it might be, but I need to change my password. And I'm unable to do that from my computer because it's not ad joined at that point.
I can come into the self-service tool, select the change password option and be able to put in a new password. So coming over to deployment. So how do you get a tool like this out available to your end users and start seeing and realizing that ROI benefit and so deployment on some of these tools, there's some very large identity solutions that are out there today. And they typically come with a very long deployment cycle. So often looking at six, 12 or 18 month deployments for some large, I am stack based tools in this particular scenario.
So the psychotic tool is self-service strategy is to solve these specific problems and to give you a solution that works and operates very quickly. So a typical deployment is usually done in one to two days, being able to pre-enroll the users. So actually get their answers into the tool, avoid enrollment. So there's import tools, there's APIs and things like that that can be done. And being able to get the tool up and running in a very short period, meaning that you can start to reduce help desk calls immediately and have a stronger security posture.
So that concludes the slides and demo portion. I wanted to hand it back over to a more and open up for questions. Excellent, Jonathan, very exciting. Thank you so much. Quite a few questions, actually, if I may dive straight into them, but before I do, I was at a conference some time ago and someone stood up and said, it's all the human fault, right? Let's blame the human and that way, you know, everyone focuses on the human element. And I think what this product, what this approach demonstrates is, is what I spoke about earlier is you need to empower the user, right?
If you don't empower the user with the right technology, you can keep blaming the user, but it is the organization's responsibility to provide the necessary automation and the tool set so that the user can do what is right. Thank you, Jonathan. So a question, can the end user update his or her attributes themselves? So the phone number, for example. Absolutely.
So the, the ad attribute, do I still have the screen? I Think no, I have. Okay.
But yeah, just you can talk. Okay. We'll just talk about it. Yeah. So the ad attribute maintenance, you can choose as an administrator who is able to update attributes and which attributes they're able to maintain. So the most common one I usually see is mobile phone number is, is often put in there and folks are able to log in and then maintain their own mobile phone number within the app. So another one's coming, what's your largest deployment currently, if you can share that with us. Absolutely. Yeah.
Our largest deployment of this tool at the moment is I believe out to 55,000 end users. So the application certainly does scale to, to reasonably large organizations. So another one just come in and it says, you mentioned up to five steps in the process. So is that fairly easy to configure for the organization? Does it become more, more difficult or is it still fairly automated?
So what we've done over the last couple years, just taking customer feedback is we've made the, the questions highly configurable, and it seems that different verticals, you know, different industries wanna do it in different ways. I've seen everything from, you know, really secure and controlled with two factor questions, to a much more liberal.
Maybe it's, again, retail often pops up, you know, folks on a, on a shop floor needing to be able to easily log into a shared computer with different ad accounts and being able to do the resets really, really fast and not as concerned about being that strict on the answers to the questions. So what we built is we built the ability to slice your end user population any way you like create a different security policy for each area of risk, and then be able to sign, sign as many questions as you like, make some required, make some optional, and then be able to also configure the tolerance.
So how many questions can the end user get wrong? Which ones are okay, which ones do they have to get? Correct. And that way you can really sort of balance the convenience versus security. Another one's come in and that's, I think it's a pretty important one. What is the robustness of your product against an attack? So a lot of information is gonna be stored in the, you mentioned one way database, one way hash, what kinda robustness is, is the, is that against an attack?
You know, that, that it's goldmine for an attacker. Definitely. So there's, there's definitely risk in having, you know, an option like this for end users to be able to come and do the reset. Could an attacker come in, pretend to be an end user and then try to guess the questions. The two factors certainly helps. It's a lot harder to, to beat that, right? Cuz you have to have access to SMS or be sniffing that traffic or you'd have to have the person's mobile phone number.
I mean, mobile phone itself, the actual physical device, or perhaps clone it or something like that. So that certainly ups the anti quite a bit. Also what we've done is we've built in some brute force mitigation factors into the product. So if you try the product and you, if you try to do a reset for an end user and you fail for whatever reason, there's a certain amount of grace attempts and then there's sort of a delay and a back off formula.
So, you know, once you've tried five times, you may have to wait two or three hours before you can attempt to do a reset again. And all of these options are configurable. It also ties in with that SIM integration. So if someone was perhaps trying to break into one of your, it admins, one of their ad accounts, you would get the SIM integration, the alerts would be coming through, perhaps that would be an elevated escalation rule within your SIM generate an incident and have someone start investigating. And then likewise, we also do email alerts.
So actually notify the end user and potentially notify the SOC or admins that in a certain account, someone is trying to get in track the IP address and do some basic auditing. Fascinating. Can this be used from another question from mobile as an iPhone or Sam's Android, Android devices, is, is it easy to do what you're talking about from one of those type of devices?
Good, good question. And that was really the reason that we chose the webinar interface. I mean it's 2015, you know, everyone's either using a tablet or a mobile device or something these days and the whole product, the, the entire UI for the product is all web web based. So it can easily be used from any of those platforms. Excellent.
And, and the user experience is the same. I'm assuming, I mean, it it'll change a little bit depending on your screen size, but the, the basic effect will, you know, dial down as, as best it can for whatever platform it is that you're on. Excellent. I think we've answered all of the questions.
I mean, what I would like to stress again and, and the audience listening in is, you know, ask the question as to what kind of errors you see from help desk where these types of processes are not automated. And I think automation is something very interesting that we, we, you know, your product has brought up and the solution, you know, the approach to automation, which allows for less error, regardless of who maybe does the resets. I think that's a key, key, you know, point for any organization to take back is automate. Yeah. I was gonna say definitely also the audit component too, right?
You think how often a help desk, you know, maybe there's an audit trail through a service ticket or maybe a call log, but you know, what was the call about? Did they correctly document it? Did they only change that person's password? Was it the right end user? If you're a large enough organization, you may have several Steve Jones, did you get the right Steve Jones? So a lot of those sorts of issues come up. Whereas if you automate the whole tool, you have a nice, consistent and auditable approach And everyone loves auditors.
So Hey, anything, anything to make the life of it easy when it comes to dealing with auditors is seriously a plus point from, from my perspective, right? And it avoids, it avoids embarrassing last minute, you know, Curring around looking for audit data.
I, I, I, I, there are no more questions actually. We've gone through almost all of them. There was one last question which is around is, is internet connection required? If your laptop, if you're, you know, if you're doing what the demo you showed, Good question.
So the, the product can be used. It can be used over VPN. If you're completely disconnected, that is a use case. The product doesn't support today, it is a very popular popularly requested capability. And it is something that we have on roadmap and plan to have in place before the end of the year. Excellent. So I think we've gone through all of the questions. This has been very good webinar, actually, every single one of them that's come in.
Oh, there's another one. Hold on. Excuse me. Is the solution meant for on premise installation or as cloud service with company accounts in the latter case, are companies ready to open up ad for an internet service? I'm assuming that means for a cloud based internet service. Hmm. That's a great, that's a great question. So today our product is on premise. You could potentially, you know, host it up in C two or something like that if you want to.
But I think the, the person answering the question touches on the, the bigger issue, which is really our organizations ready to do this, you know, not, not they're ready to do on premise. Absolutely. We have many customers using the solution today, but are they ready for the cloud for things like identity? We see the same thing on the privileged account side, are people ready for privileged accounts in actually being stored in the cloud, managing, managing them in the cloud? Sure.
But I think the cloud is, is just a tough question for enterprise when it comes to security, you know, we're deploying software as a service applications at the line of business level, but when it comes to the keys to the kingdom and identity is right, your ad identity is very, very significant. Are you ready to give up that control to the cloud managed by another organization? And I think today the answer is mostly, no, I don't think most enterprises are ready for that yet. When will the shift come is a really good question. I think it will come, but it may be six months out.
It may be three years. It's hard to know. So sticking with this team, Jonathan, and if the user doesn't mind, but just to, just to, we reword the question, can this platform be hosted on, for example, Amazon, if someone wanted to, Oh yeah, you, you could absolutely install this. This is just on the window stack. So you could put it up in Amazon and, you know, manage, manage identity up there if you wanted to. Okay. Excellent.
But, but at the same time, the larger question about the, the overall are you companies, you know, have they taken, I guess the only, the possible answer is, you know, you need to take a risk based approach. What are you protecting if you are before you consider opening up ad to the cloud and that's, that's a webinar for another day. So at the moment, I think we've actually gone through every single question that's come in, which is very impressive. If the audience doesn't have any of the questions, Jonathan, do you wanna highlight anything else?
The one thing that I would say about this whole problem domain is just that it, this is a quick fix. I mean, this is an easy thing to do. If you're feeling pain on the help desk side, or you're not automating this today, you know what a great way to let it shine and show how they're providing more value to the business providing self-service empowering that U the end user, you know, creating this satisfied end user like you described. There's very few, few times in it that we get to have quick wins, right. And when we see them, we should grab them. Excellent.
So I think it's about time to wrap, wrap up. And before everyone goes, please, if you can just to re reiterate the EIC conference, it's a must. I'll be there too. So if you're there, if you're listening in, please come and say, hello. And there are other related researchers that you can look at. This thing is being recorded, this webinar. So you can look at this later, if not, I would like to thank everybody, including Jonathan and the rest of all the audience that has made it for this webinar. Thank you. Thanks. Amora.
