Supporting Material: Reset passwords across all systems

Context

John, a software engineer, has forgotten his password and needs to reset it. He cannot continue his work unless he gets access to all the applications.

Description

Steps	Process and Activity	Roles	Work products	Tools
John calls the Service Desk and a service request is opened.	Request Fulfillment Receive and Approve Service Request Fulfill or Route Service Request	Request Analyst	Service Request	None
Service desk personnel log in and retrieve his information based on security questions.	Security Management Operate Security Protection Mechanisms	Identity and Access Analyst	Access Request	TAM – Operate Security Protection Mechanisms ITIM – Operate Security Protection Mechanisms
John's password is reset conforming to the password policies and the change is confirmed.	Identity and Access Management Provide and Maintain Access Rights	Identity and Access Analyst	Access Request	TAM – Operate Security Protection Mechanisms ITIM – Operate Security Protection Mechanisms
The password is synchronized across all the systems that John has access to.	Security Management Operate Security Protection Mechanisms	Identity and Access Analyst	Access Request	TAM – Operate Security Protection Mechanisms ITIM – Operate Security Protection Mechanisms ITDI – Operate Security Protection Mechanisms
The service request is closed, and John is notified of the successful password change.	Request Fulfillment Fulfill or Route Service Request	Request Analyst	Identity and Access Response	None

Obtaining more information

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