Passwords hold key to IT Help Desk problems

Passwords hold key to IT Help Desk problems

More than 35 percent of over 200 respondents in the survey, carried out by leading international IT Service Management software supplier Axios Systems (, said that password problems or queries represented between 40 and 60 percent of all Help Desk calls. 


Some 22.5 percent said password issues accounted for between 20 and 40 percent of Help Desk calls, with 6.5 percent reporting the figure as between 60 and 80 percent. 


"The results show the central importance of having a system for rapid resetting of passwords," said Ailsa Symeonides, Sales and Marketing Director of Axios Systems. "Many Help Desks are becoming clogged with problems caused by staff forgetting or mis-keying their passwords." 


Research group META has found that each support call costs around $25. 


The survey, conducted among delegates at the annual conference of the UK IT Service Management Forum (itSMF), found that more than three-quarters of organizations used remote control to restore Help Desk problems. According to industry analysts Gartner, remote control tools can lower annual Help Desk costs by between 6 and 13 percent over a three year period. 



Axios Systems is a leading provider of Best Practice-based IT Service Management (ITSM) solutions. Our customer-centric approach combined with our award-winning solutions, ensure customers worldwide can align their Service and Support organizations with the overall business goals. Our core solution, assyst, intuitively steers users through the ITIL® processes. Axios Global Services provides a range of consulting, project management and training services. Our commitment to Best Practice is demonstrated through being the first to achieve BS 15000 certification which has now become, ISO/IEC 20000, the International standard for ITSM. Axios is headquartered in the UK, with offices across the Americas, Europe and Asia Pacific.