ScriptLogic Solution Lets Users Resolve Password Issues

Desktop Authority Password Self Service lowers support costs

• By James E. Powell
• 02/04/2008

ScriptLogic Corporation, a systems lifecycle management solutions provider for Microsoft Windows-based networks, today released ScriptLogic Incident Management Solution. The bundle, which includes a new program, Desktop Authority Password Self Service, plus two existing products, Desktop Authority Remote Management Gateway and ScriptLogic BridgeTrak that together provide IT administrators prevent problems, manage user problems, and respond efficiently. Desktop Authority Password Self Service lets end users solve their own password problems, such as password reset requests, which reduces the number of help desk calls.

“IT administrators, especially those in small [and] medium-sized businesses, note that a significant amount of their day is spent correcting end user IT problems, decreasing the time available for strategic IT projects,” said Nick Cavalancia, vice president of Windows management at ScriptLogic, in a prepared statement. “As we aim to address our customers’ daily challenges, ScriptLogic now offers a full range of help desk tools to increase incident management efficiency and enhance end-user productivity by as much as 40 percent. The ScriptLogic Incident Management Solution is designed to reduce the influx of help desk calls, and lower support costs.”

Cavalancia told Enterprise Strategies that the most conservative estimate he found was that 20 percent of help desk calls involve password problems. “Even using that low estimate, it’s clear there are benefits to having users solve their own problems.”

Desktop Authority Password Self Service targets help desk challenges and increases IT efficiency by letting users retrieve and reset passwords, supports flexible password policies and offers e-mail integration. Users can define challenge questions and how many questions must be answered based on personal profiles.

ScriptLogic’s trio of help desk tools work as standalone products for an IT administrators; the bundle s offered at a lower cost than the total of the three products purchased separately. Free 30-day evaluation versions of the company’s products are available at http://www.ScriptLogic.com.