Topic starter
25/06/2026 10:42 pm
TL;DR: Password resets and authentication issues can account for 10-50% of help desk calls, and 20-40% of those calls could be avoided with self-service capabilities, according to Gartner cited by Imprivata. The real issue is not user inconvenience but an IAM operating model still built around high-friction passwords and avoidable support load.
Editorial analysis by NHI Mgmt Group, based on content published by Imprivata: “Can self-service password reset tools save me money?”.
By the numbers:
- Password resets and authentication issues can account for 10-50% of help desk calls.
- 20-40% of those help desk calls could be avoided with self-service functionalities.
Key questions
Q: How should security teams reduce the cost of password resets without weakening access control?
A: They should move recovery into a governed self-service flow that uses MFA, device trust, and audit logging before any password is reset.
Q: Why do password resets create such a large operating cost in IAM programmes?
A: They consume IT labour, interrupt employee workflows, and scale with the number of applications and logins users must manage.
Q: What are the signs that password-based recovery is becoming a governance problem?
A: Look for rising help desk ticket share, repeated lockouts, workarounds such as informal resets, and inconsistent recovery experiences across applications.
Practitioner guidance
- Measure password recovery as a service load Track reset volume, lockout rates, and help desk time spent on authentication issues so identity teams can quantify the operating cost of password dependence.
- Harden self-service reset verification Use strong proofing methods such as biometrics, device trust, or knowledge-based checks, and log each reset for auditability and compliance.
- Prioritise passwordless migration where resets dominate Target the applications and user groups that generate the most recovery traffic so passwordless adoption removes the largest source of avoidable support demand.
Bottom line: Passwords still create a measurable service-desk and productivity burden, even in mature IAM environments.
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25/06/2026 11:21 pm
Password reset is an operating model issue, not a support nuisance. When password recovery repeatedly consumes help desk time, the real failure is that IAM has treated credential recovery as a side effect instead of a governable service. That pattern distorts cost, frustrates users, and keeps organisations tied to a control that is expensive to maintain at scale. The practical conclusion is that recovery demand belongs in identity governance, not only in service management.
A few things that frame the scale:
- According to Forrester Research, a single password reset can cost around $70.
A question worth separating out:
Q: How do teams decide whether to invest in self-service reset or passwordless access first?
A: Prioritise the control that removes the biggest source of friction. If resets dominate support demand, self-service may deliver quick relief. If password dependence is already driving repeated failures and weak recovery behaviour, passwordless should become the longer-term target.
👉 Read our full editorial: Self-service password reset and passwordless IAM cut hidden costs