{"id":5858,"date":"2022-03-09T10:01:21","date_gmt":"2022-03-09T14:01:21","guid":{"rendered":"https:\/\/solutionsreview.com\/identity-management\/?p=5858"},"modified":"2022-03-09T17:02:14","modified_gmt":"2022-03-09T21:02:14","slug":"self-service-identity-management-needs-a-new-layer-of-human-security","status":"publish","type":"post","link":"https:\/\/solutionsreview.com\/identity-management\/self-service-identity-management-needs-a-new-layer-of-human-security\/","title":{"rendered":"Self-Service Identity Management Needs a New Layer of Human Security"},"content":{"rendered":"

\"Self-Service<\/p>\n

As part of Solutions Review’s Premium Content Series\u2014a collection of contributed columns written by industry experts in maturing software categories\u2014Nelson Cicchitto, the President and CEO of Avatier Corporation<\/a>, shares some expert insights on self-service identity management, why it’s valuable, and how companies can improve the way they use it moving forward.<\/strong><\/em><\/p>\n

Identity access management (IAM)<\/a><\/strong> has become a significant concern for organizations working from home. Although more employees are returning to the office after the initial COVID-19 crisis, it’s clear that work-from-home is here to stay. According to Gallup<\/a>, 45% of employees work remotely, and nine out of 10 workers expect to continue working from home at least part-time. IT departments scrambling to give remote workers secure access when the pandemic hit in 2020 are now upgrading IAM procedures to support a remote workforce. Preventing data breaches and implementing more secure self-service identity management requires a new layer of human-assisted authentication.<\/p>\n

While self-service identity management has been around for some time, the pandemic has demonstrated that it can be improved. It needs to be more efficient, more secure, and hands-off. During the pandemic, the number of help desk calls increased. Trouble tickets volume was up 35%<\/a>, and ticket backlogs went from an average of 7.2 days before the pandemic to 12.1 days. Gartner estimates that from 20% to 50% of help desk calls<\/a> are for password resets. Implementing self-service identity management cuts down on the volume of help desk calls. It also reduces downtime for remote workers since they don’t have to wait for the help desk to respond.<\/p>\n

Many organizations allow employees to reset their passwords<\/a><\/strong>. However, many organizations still have limited self-service IAM features. Even those organizations with sophisticated IAM technology are still susceptible to hackers. The challenge is to give remote workers more autonomy regarding ID authentication without compromising data security. There needs to be a new approach to self-service identity management that includes a human failsafe to provide the intuition that AI and machine learning can’t.<\/p>\n

Continued Reliance on Self-Service\u00a0<\/strong><\/h3>\n

Self-service online access is on the rise. Seventy-nine percent<\/a> of consumers say they expect organizations to offer some self-service options, and 81% of enterprise users<\/a> say they prefer self-service. Using self-service to address enterprise issues has always been preferred since it saves IT and help desk teams time and money.<\/p>\n

However, there is good reason to be skeptical of implementing self-service authentication for sensitive data assets. Human error continues to be the most significant factor when it comes to data breaches. Chief executives report that human error as the cause for data loss increased to 53% in 2021<\/a> compared to 28% in 2018, and SMBs say it has risen to 28% from 17%.<\/p>\n

To eliminate human error from identity management, organizations continue to rely on automated authentication and authorization tools such as:<\/p>\n