welcome to the Discover the latest in service now password reset session this is a live on service now webinar um as a safe harbor in case we do talk about any forward-looking statements it's based on our current beliefs and assumptions so keep that in mind if you're making any purchasing decisions things are constantly changing with that being said as I mention this is one of our live on now service live on service now events these are inter active curated event series that brings you closer to product management and your peers to help with adoption and achieving value faster feel free to scan this QR code to see the extended schedule of events that we have and we look forward to seeing you on future webinars and meetups so quick introduction my name is Isabella I am a product manager here at service now primarily focused on products such as password reset walkup experience virtual agent generative AI for example and I'm joined by harsh I'll let you introduce yourself harsh and the rest of the team yeah thanks thanks Isabella good morning good afternoon good evening everyone my name is har malal and I'm a senior product manager at service now I I support Isabella on the inbound side and I look after walkup experience and password reset on uh on product in in the background I'm joined by our entire engineering team for the password reset application and they're going to help us help you answer any questions comments that you have around the functionality that we're running you through today so great to have all of you here and we're looking forward to an exciting session yeah thanks harsh and thanks team for joining all right so um a few housekeeping things before we get started uh We've saved time at the end for question and answer so please use the Q&A function in the meantime um this presentation will be recorded and shared on the service now community site I repeat this will be recorded and that's why we will have everyone stay on mute therefore to safeguard any of the conversation we're having and to be able to reuse it at the end of the session I can pause the recording if people want to come off mute and chat a little bit further after the event you will be prompted to fill out a short survey and we really appreciate your feedback it helps us keep these sessions fresh and informative and helpful for the future attendees that do sit in these sessions going forward all right with that being said we're going to start off with a few poll questions so which of the following um best describes your role at your organization the reason why we ask this is because we really want to know um who is joining us today so let me launch this poll all right so you should see this poll now so feel free are you a service now developer help desk team member product owner service or process owner service now architect or other if it is other feel free to drop it in the chat um harsh and team will be looking in the background it helps us really understand who's joining us today and how to tailor the conversation it's how I start off nearly all of my webinars or meetups so appreciate you you answering this we'll leave it open for about a minute or so looks like we have a good number of participants already answered about 80% so let's see if we can get closer to 100% we still have 4 seconds it's just a quick which one describes you at your organization if it's something different you don't fit into one of these buckets which I know everyone has various roles in their organizations feel free to drop it in the chat if you want to be a little more specific and keep it open for about five more seconds let's see opening up the chat we have service process architect service now system admin senior service now business analyst service architect awesome IT specialist okay I'm going to end the poll here and share out the results so the majority of folks join joining us are service or process owners followed by service now developers and closely behind that product owners other which we saw in the chat and then an architect service now architect and then a help Des team member so we have a a good variety of folks joining us so we'll make sure to cover um password reset at all levels or or try to cover it at at all levels I'm going to stop sharing that and then our next question is where are you on your password reset journey and so I'm going to launch that are you brand new to password reset are you currently implementing or adding it to your road map or are you already using password reset you'll free to answer um where you are at this time all right let's see we've got about 81 participants I think we can get a little 81% of participants think we can get a little bit more all right let's see maybe 10 more seconds see we can get closer to 100 if it's something else if you're somewhere else in your journey again feel free put that in the chat if um you're not fitting into one of those answers but okay I'm going to end the results in the poll and show the results 73% said we're brand new to password reset 23 said currently implementing or adding it to road map and 4% said already using it for those that are at the 4% we'd love to hear in the chat kind of where you are with it what your uh experience has been if you want if you feel comfortable sharing that in the chat it's also something we can talk about um at the end of the session when we pause the recording but for those of you that are brand new this will be a really helpful session to kind of just lay the groundwork of what password reset is what to expect and some best practices to go along with it which will also be helpful if you're currently implementing it as well so we'll we'll cover it all from all angles um but with that being said let's dive into it oh sorry one more question what would you like to use password reset for at your organization so this one actually just drop it in the chat if it's a one two three four or five and you want to put other um names or other things in there so feel free are one and two so mostly seeing uh Microsoft active directory password Azure ad password reset and more than one of the above see OCTA on there uh some some folks say service now password reset okay a lot of fours mostly I think because people want one and two all right if there's anything else um like I love seeing OCTA on there if there's anything else that you guys are looking for feel free to drop it in the chat as well and we can take that back to the team and and talk about that offline Duo okay 111 a lot of Microsoft active directory good to know um I'm going to keep moving forward again to keep us on track and time and respect everyone's time so the first question is how many oh sorry all so the first topic we're going to talk about is how many of tickets are password reset requests as you may be able to guess password reset accounts for nearly 20 to 30% of tickets submitted to the IT service desk we have found that most of these issues can be resolved with our password reset tool uh by automating this function organizations will see huge cost savings and that's something that we are planning to address um through this through this webinar and really give you some insight on how and what it looks like from a past from a service now perspective customer challenge so this application I don't know why that keeps happening this this application enables a fully automated self-service experience that eliminates this cost for those who don't want a fully automated experience or need a transition point to get there we offer the service desk assisted experience as well that helps us to reduce the cost um because for users for about a thousand users a customer will save $23,000 a year from manually resetting password so it is a very costly um issue or request that comes in that could be really be saving you and your organization as well as time saved as well so how does password reset work um okay that's fine for the full self-service experience the user will start with enrollment which is where they will set up their verification questions or other methods then whenever the user fails to log in they will be able to request a new password through the login screen lastly they will provide the correct information to verify their identity when they provide the new password so you see here on the screenshot um this is the enrollment process uh they will use for example an authenticator for their enrollment and pair it to their mobile device and then they can use that when they forget their password they can enter in um the capture and then use the verification app type and then they can reset their password we also have complexity rules that um these granular rules that you can set for your organization for example these minimum of eight characteristics maximum of 100 one lowercase one uppercase one digital one special character Etc whatever your organization requires for passwords to be secure and to comply with uh your policies so this is that full self-service experience that you can leverage through service now um now we also have the service desk assisted experience and I know these screenshots might be a little hard to see but no worries because harsh will definitely be going through some of these screens and you'll see it better but for the service desk assisted experience the initial step is the same the user will provide a security question and register for any other verification type and when they call oh sorry when they call you'll see it here the service desk agent will ask to verify their identity and then the last part of that is successfully verifying their identity and the Service Des agent gets a new password to provide the user uh providing a seamless experience for both the N user and the agent so they can use um security questions for example and then they will be provided a new password to share with the um end user the end user when they log in will then can be prompted to change their password so that they can update it so those are the two um types of ways at a high level that password reset is working uh some best practices and guidance is to really meet users where they are um integrate password reset change and account unlock with virtual agent is issue uh ivr which is on the interactive voice response so essentially virtual agent meeting um your employees on phone channels and within the Windows app setting employees up for Success encouraging and users to enroll and password reset um will help ensure that when they encounter these issues which we all do that happens you go away for a long weekend and you come back and you forget your password or you needed to reset your password whatever it might be have the user already enrolled in password reset it's a lot more of a seamless experience than if they have not so really encouraging your users upfront to enroll and password reset processes and then support your agents introduce the self-service to reduce the workload for agents it can help reduce that workload you saw that number in the beginning 20 to 30% so really understanding that these are the three best practices to keep in mind and some guidance that we like to share with you all as you're learning about password reset as you're starting to implement it and even if you've already implemented as we know some folks have um learning the other ways to integrate password reset into other channels like virtual agent or ivr um and and really continuing to encourage your employees to enroll and password reset so I'm going to stop there and hand it over to harsh for the demo awesome thanks Isabella just give me a second and I'm going to go ahead and start sharing my screen all right I hope all of you are able to see my screen now I'm going to start by walking you through two absolute base case scenarios for password reset because I see that a lot of people on this call today are new to the application there were also some questions in the Q&A around well how does how does this link work and how do you start actually resetting the password well it's simple enough so we give you two options right out of the box so you have the ability to do a simple password reset from this screen which is your platform screen or you can do it from your service portal screen so what happens is in either case you see a link over here called forgot password when you go ahead and click that it takes you to the next stage here what you have to do is you have to type in your username so I'm just going to go ahead and type my us usern name I see a capture I'm going to go ahead and put that in I click next now in this specific case the way this instance has been configured is with an authenticator app verification so I'm using OCTA verify what I'm going to do is I'm going to go ahead really quickly and put in my OCTA verify code that's generated on my mobile phone and I hit next and just like that I've walked through a basic password reset now there's a lot happening over here in the back end and I want to spend some time talking a little bit about what's going on there excuse me so password reset for us Works across three stages there's the identify stage the verify stage and the reset stage before a user is actually able to leverage service number password reset there's an enrollment phase that needs to happen which is where a user actually needs to be onboarded onto the application but once you onboard onto the application you will be able to use this as a self-service mechanism in the identify stage what we're trying to look for is information that tells us who this user is in the verification stage we're trying to confirm the identity of the user and the reset is self-explanatory when we talk about verifications we have a bunch of different verifications that we support out of box in our offering so we support question answer based verifications where you could give a combination of different different security questions and expect your users to answer them as I showed over here we have secure verifications via authenticator app so you'll have your Google uh Google Authenticator app link OCTA verify as I used in this demo you can also connect with Cisco duo or Ms authenticator or even if you want to set up a custom app all of those options are available to you excuse me you you also have additional configurations that you can do so for example I'm just going to go ahead and really quickly show you this the screen all over again I'm going to click forgot password now if you see over here when I was resetting my password I had the option of displaying a capture this is an additional configuration that we provide it's completely optional it's completely configurable for you you have the ability to turn this capture on and off based on your needs so it's it's a very complex system with tons of options available to you and you can leverage all of them as per your business need just to show you the analog on service portal we have a forgot password link if you go ahead and click that it takes you to the same experience and it's the same flow additionally if you're trying to do a service now password reset we have an offering via our virtual agent solution so from the service portal if let's say you're trying to reset your service portal password you can actually come over here open up the virtual agent client and I'm going to go ahead and click on show me everything and you see it gives me a reset your password capability one of the things that we're not going to touch on but is also supported by this entire application is account unlock so if you're trying to help users figure out how to unlock their accounts on their own that is also one of the extended offerings that we have bundled with the same application I do want to touch on licensing a little bit because that did come up so password reset is offered out of the box as a platform offering but in case you're using our msad or Azure ad Integrations you would have to you would have to go via an integration Hub license as well because there are certain packs that you would need to purchase that Define your transaction limit for each of those these reset flows also work off our mobile application and you can also do a password reset via ivr now really quickly I do want to show you what the VA experience looks like so if I go ahead and hit reset your password it's telling me that I'm resetting my password for the default Self Service I'm going to go ahead and type my username so it's asking me to put in my authenticator app information so I'm going to go ahead and really quickly type in my authenticator code so my authenticator code is 6257 2 I'm going to hit enter and as you see again I get this message prompting me to put in my new password the things you see here are actually rules that we have defined in our application for secure passwords but these rules are configurable on your end you can also Define password policies and password policies can govern things like repeat history so let's say in your organization you have a rule that says your users should not be able to repeat any of the last 10 passwords that kind of configuration is supported in the application today the way this whole application works is we have something called a password reset credential store type from password reset credential store typee you create a password reset credential store and from a credential store you create a series of password reset processes and at the password reset process level you have all of these different configurations available to you now all of this raises the question as to well what what if my user is completely blocked they don't have access to their authenticator app or they don't have access to their email or things of that sort well how do they then reset their password so for such scenarios we actually have a fall through kept which is called a service desk assisted password reset so what I'm really quickly going to do is I'm going to stop sharing and reshare my screen and walk you through what the service desk flow looks like all right I hope all of you are able to see my screen now what I'm going to do is I'm let's assume I'm inside the platform that's that's where this flow begins and I'm working as an agent so typically what would happen is an end user calls into the service desk or raises an incident or walks up to a walkup tech lounge and says hey I'm having this issue I'm unable to reset my password what the agent would do in such a case if there isn't already a deflection mechanism in place is they would go to the platform they would come over here click on all type service desk scroll down over here to this subsection under the password reset module click on it and now they're taken to this screen now the core steps of the process still remain the same there's identify verify and reset so the first thing you need to do is put in the users's information so I'm just going to put in the name of one of my team members all right or you're using a different server here yeah just change that now I'm going to go ahead and select the process and I'm going to go ahead and hit verify identity now in this case what's been configured is that I have to do a personal data verification so what that means is I as the agent actually have to ask the end user to provide me with personal information which in this case is the email address and if the end user correctly answers that this is their email address what I do is I go ahead and hit accept and then I click next now I have the ability to generate a password if I if I so desire and I'm going to go ahead and reset password and it's going to process and what you see over here is the new password now a couple of things to note here this screen that you see is also slightly conf configurable in this case in this environment the way the screen has been configured to work is that the agent will see the temporary password on their screen as well as a phonetic reading we've provided the phonetic reading because we've heard from customers over the years that over call especially if you're in a noisy environment or something of the sort it's very difficult to communicate the password clearly so this ad hoc phonetic reading is generated automatically and just makes it that much easier Additionally you have the ability to determine whether you want to force a reset or not and what I mean by that is when the user goes in and types in the temporary password to login the next time you can actually force them at that point itself to do a reset so that ensures that you don't have any kind of security loophole this temporary password is not going to be reused you also have the ability to send this password to that user via email so in case you have a configuration where there's a possibility that your user will have access to email and you don't want there to be a situation where the agent has that password being displayed right here you have that additional flexibility to send out the email now I did talk a little bit about verifications but what I want to do is I quickly want to jump into the configuration table where all of this sits and show you what it looks like so what I'm going to do is I'm going to go to the password reset processes and I'm just going to go ahead and open default self service and this this really is the landing page for your major password reset configurations so you see some basic configurations here like the name the description the credential store but there are also more advanced configurations available here so for example you see something called minimum verifications in the demo that I've been showing you so far I've been working with what's called a single verification configur ation which means that my user only has to either put in an authenticator code or answer a question and answer verification it's it's not asking them for multiple verification steps but if you want to configure that on your end you have the ability to do so for this specific process it's also been configured that the end user will receive their new password that temp password via an email or SMS furthermore this this particular process that you're looking at supports both password change and reset one more capability that we provide which isn't configured for this but I just want to surface that configuration to you is an enrollment reminder so we've heard from some customers that they have this issue whether users don't frequently enroll for password reset or they're not aware that they need to enroll for password reset and you have that way now to actually send them a reminder at periodic intervals which will let them know that they need to enroll and this can be helpful if you're doing password reset let's say for auxiliary tools you're not doing it for your msad or Azure ad but let's say you're using something like Tableau and that requires a password reset you could actually send them that enrollment reminder saying that hey you know you need to you need to enroll otherwise you're not going to be able to reset your password you also have some Advanced capabilities here where you can write your own UI macros to customize some amount of the U UI interface that you see on the screens that we've already run through now what I'm going to do is I'm going to go ahead and stop sharing my screen and we're going to really quickly pivot back to the slides and I'm going to talk you through some of the additional capabilities that we also have over there so I'm gonna stop sharing my screen Isabella let's go ahead with that all righty okay I'm let me know when to switch to yeah let's go to the next slide all right so this is one of our ivr capabilities that we've actually put into password reset we're really quickly going to try and play this let's see if the audio works okay and I'm gonna reshare my screen and make sure I have the audio sharing give me one moment okay I'm going to press play let me know if you can hear this yep we can hear it thank you for calling service now help desk to better serve you we can authenticate your identity if you have an existing account do you know your soft pin yes enter the soft pin 7643 98 great you've been verified hi thank you for calling the help desk let me know how I can help you you can describe your issue in a short sentence or you can select from the following list say one to choose reset password say two to choose reset VPN token say three to choose unlock account say repeat to hear those options again one okay your res setting the password for Microsoft credential store got it now let's quickly verify your identity to keep your account safe type in the authentication code that's showing on your app screen 174 231 your new password is small H is in hotel capital S is in Sierra capital D is in Delta capital r as in Romeo small B is in Bravo capital x is in x-ray small B is in Delta 6 9 6 1 do you want me to repeat the password or continue yes your new password is small HS in hotel capital S is in Sierra capital D is in Delta capital r s in Romeo small B is in Bravo capital x is in x-ray small B is in Delta 6 9 6 1 do you want me to repeat the password or continue continue awesome thanks Isabella all right so just just to recap what you saw over there this is our ivr system and again the idea with all things that we're doing in this space and service now is we want to prompt deflection as much as possible so the ivr system would ideally sit between your user and your agent and would help deflect as many of those password reset tickets as possible so what you heard in this demo was the the user who's who's attempting to reset their password they call in they they start working with the ivr and the ivr actually asks them to authenticate themselves with a soft pin verification soft pin is yet another verification type that we support out of the box and once that soft verification has been confirmed we know that it's a genuine user so we go ahead and take them through the core reset flow now we're also going to flip through a next series of slides so Isabella let's go to the next slide and I want to a little bit about some additional capabilities that we have in this application next slide please so we we actually have password reset support for Windows and what I mean by password reset support for Windows is that we are showing a an Interceptor on the native Windows lock screen itself which allows users to quickly reset their passwords from there and again you can integrate this with our msad and Azure ad systems so we've got some screenshots over here that actually walk you through what those in experiences could look like so again you you get a similar kind of experience where you have the identifier verify and reset stages and over here what you're looking at is an identify page with a single identification and capture setup uh next slide please when you uh when you go go ahead and try and configure a multi identification type this is what it would look like so in this case the user has to put both their username and the email address and the idea here is that it just makes it a little more secure like it it makes it a little more immune to malicious attacks and that that's configurable over here this works in our web and our mobile as well uh next slide please this is this is again the verification experience so you're looking at a screenshot of what the verify experience would look like if you were doing a soft verif ification uh next slide please this is what it would look like if you're doing a security questions verification so uh by default we'll ask three security questions and once you put in the answers uh it'll take you to the reset experience next slide please this this is the core reset experience as of right now we don't have that security strength bar that we do on web but you have the rest of the features available to you where it gives you the different rules that you expected to follow and it takes you it it tells you whether or not the passwords are matching next slide please and finally what happens is when you go to the reset you have the same options available whether you want to unlock your account you want to reset your password all of that stuff is available here too next slide please all right now this one is something that we're not going to get into in this demo but I would encourage all of you to check this out once we share the slides on our community this is one of the cool capabilities that we are really really excited about and this is an integration with our outbox RPA bot uh definitely would recommend that all of you spend some time after this meet up definitely check this out next slide please hello now I'm going to hand it back to Isabella to run us through some of the benefits of using service no pass recent application aome thanks harsh thanks for that great demo um so some of the benefits of service now's password reset application is really reducing it service requests on an average of 20% um specific to password reset given that something we talked about earlier is most of the requests coming in that our password reset take up nearly 20 to 30% of the requests um also ensuring a consistent end user experience you saw the Windows application for example um it's consistent across the board and the way the W the way in which password reset is presented to uh employees and better governance password policies and processes so as you saw there are a lot of options and configurations you can do on your end to make sure that the password reset application is compliant with your um policies and processes that you've already established with your organization or if you haven't it allows you to think through these options and what your organization's policies are going to be so that's some of the benefits of using the password reset application um that service now has uh next um some of the desired business outcomes with password reset that we consider to be top of mine are reducing number of incoming incidents at this at org service desks also a quicker turnaround time when resetting passwords we know that resetting passwords is not only cumbersome process for employees but it also stops them from doing their work and we want to ensure employee efficiency as well as agent uh productivity so that quicker turnaround time is helping across the board saf for password reset experience we know a lot of your organizations have very important and sensitive information and having that those policies and processes in place is really important for us um and it's top of Mind as we're building out our password reset product also multi-channel exposure that makes end user reset passwords easier again that seamless experience no matter where the user is coming from they can seamlessly and easily reset their password to get back to work sooner and quick quicker um so these are some of the desired business outcomes we think of we're curious to know which one of these speaks to you the most uh which you'd like to learn more about and how password reset can help you achieve the desired business outcome as well as what are some of the challenges in achieving your desired business outcomes that password reset can help with so I'm going to open the chat and see if there's anything that people are saying uh we need to con we need to figure out how to import it for sure um if we made everyone reenroll we'd be at meeting number one I see so how to figure out how to get everyone started without making it a harder uh or more of a challenge for them um to reenroll let's see any other comments [Music] um about the desired business outcomes any of these speaking to you um any challenges that you're facing that you want to discuss um just leave it open for a moment or two I'd like to see love to see all the chatter in the chat I haven't had it open because I was sharing my screen but it's great to see how many people feel like their biggest uh D desired outcome is to reduce number of incoming incidents at org if you want to put a one in the chat if you feel like that's you quicker turnaround time okay is more important most important I see a lot of ones coming in feel free to give me a two if it's quicker turnaround time resetting the passwords three if it's safe for password reset experience and four multi- Channel exposure all right we got a good variety if there's something that's missing that is important to your organization feel free to drop that in the chat too but I'm seeing a lot of ones and twos together and then threes and fours kind of called out separately but one and two seem like they go together for most awesome um I'm going to keep moving forward so we have some useful resources that are linked in this deck um around password reset some Comm Community post and virtual agent conversations given password reset can be done on Virtual agent um so when you are able to see this deck you will be able to um look through these resources all right if there are no more questions we are going to end the webinar and we want to thank everyone for joining us we appreciate your time and joining us today again if you have any questions feel free to shoot us a message this has been recorded and will be posted later uh for you to view at your own time thanks so much everyone thanks everyone it was great talking to all of you thank