Cindy Bennett, Northwest Sales Manager

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Secure, Self-Service Password Management

• Cindy Bennett, Northwest Sales Manager
• Mike Shirley, Sr. Account Representative
• Scott Reames, Western Regional Sales Manager
• 2/14/02

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Customers
Insurance
Financial Services
Utilities
Manufacturing
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Customers in Fortune 1000

• ExxonMobil (1)
• General Electric (5)
• Verizon Communications (10)
• Chase Manhattan (12)
• Boeing (15)
• AIG (22)
• Fannie Mae (26)
• Compaq (27)
• Target Corporation (37)
• Dell Computer (48)
• Lockheed Martin (69)
• FleetBoston (81)
• Pacific Gas Electric (82)
• Qwest (120)
• Washington Mutual (124)
• Nationwide Insurance (127)
• Office Depot (167)

• Bear Stearns (182)
• WellPoint (204)
• PPG Industries (220)
• SunTrust Banks (221)
• Florida Power Light (264)
• PSEG (275)
• Cummins Engine (282)
• Mellon Financial (299)
• State Street Corp. (304)
• Capital One (327)
• Temple-Inland (390)
• Anixter (465)
• MONY Group (657)
• Raymond James (801)
• Standard Register (972)
• Penn Mutual Life Insurance (993)

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Password Resets
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Security Service Desk concerns
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Security Concerns

• Need to increase password strength and
  expiration frequency.
• Security loopholes exist in manual processes.
• The line between an inside and outside user
  has become blurred.
• Numerous levels of data access are required by
  users.
• Security technology provides little ROI.

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Service Desk Concerns

• Costs and calls are spiraling UP
• More staff members have unrestricted
  administrative access to sensitive user data
• May prioritize call resolution/turnaround over
  security
• Repetitive tasks leads to support burnout
• Privacy is expected by usersand enforced by
  legal restrictions and regulations

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Average Cost
Standard Service Desk
20-25 1.5 min 10-15 min.
Cost of Support Mean Time to Answer Mean Time
to Repair

• Each time a company changes an employee's
  password it costs upwards of 200 in lost time
  and administrative costs.
• 
  Forrester
• Many G2000 organizations report that password
  reset calls comprise 20-40 of all help desk
  calls.
• 
  META Group

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Self-Service is the key
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Benefits of Self-Service

• IDC defines self-service technical support as
  the ability of end users to resolve their own
  issues by using knowledge bases, automated
  support, or diagnostics technology.

• Reduce costs
• Increase security
• Improve service
• Enforce policy mgmt.
• Enhance privacy protection
• Moderate redundant tasks

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The Courion Solution
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Highly Effective Self-Service

• Guarantees
• Compensating controls
• Multiple, 24x7x365 access methods
• Adaptability as computing environments change
• Trending and data analysis for all systems
• Automation and individualizes user authentication
• Data security and user privacy protection
• Self-Service Attainment

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• The self-service password management solution for
  empowering users to securely
• Reset
• Change
• Synchronize
• passwords for enterprise and e-commerce systems
  and applications.

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Access Options
PasswordCourier Web enables users to change,
reset, or selectively synchronize their passwords
from any web browser.
PasswordCourier Telephone enables users to
reset passwords through an Integrated Voice
Response (IVR) solution.
PasswordCourier Direct! enables users to reset
passwords before login to Windows or from the
Windows tray for one-click convenience.
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Service Desk Features

• Unequalled integration with leading service desks
• Automatic ticketing, logging and notification
• Adapts to changes in ticketing, schema or service
  desk upgrades or migrations
• Optimal security with detailed logging of all
  user and transaction data i.e. IP addresses

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Service Desk Benefits

• Deliver instantaneous 24x7 support
• Lower call volume
• Reduce costs
• Increase productivity and job satisfaction
• Free up staff for more complex problems
• Achieve full ROI in a matter of months

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Security Features

• Compensating controls through automatic and
  comprehensive activity logs
• Encrypted data sessions using SSL
• Supports encrypted, hashed or masked fields

• User lockout after a failed number of attempts
• Up to 5 customizable authentication questions
• Real-time notification

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Security Benefits

• Monitor activity with compensating controls
• Eliminate security threats
• Guarantee authentication and logging100 of the
  time
• Reduce the need for super-user
  privileges

• Kevin Mitnick, one of the most infamous
  cybercriminals, claimed that he did more damage
  with a call to a help desk than he ever did
  cracking an IT system.

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PMMs Password Mgmt Modules

• Windows NT
• Windows 2000 Active Directory
• Windows 95/98
• Microsoft SQL Server
• Oracle
• Sybase
• OS/390 ACF2
• OS/390 RACF
• OS/390 Top Secret
• Novell Netware Bindery

• Novell NDS
• Sun Solaris
• HP-UX
• IBM AIX
• RSA SecureID
• iPlanet Directory
• Remedy ARS
• Lotus Notes
• Lotus DominoTM
• mySAP.com (SAP R/3)

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Industry Statistics
Standard Service Desk
Cost of Support Mean Time to Answer Mean Time
to Repair
25-35 1.5 min 10-15 min.
lt2 lt10 secs lt1 min.

• Avoid 30 of phone calls to service desk
• Eliminate manual ticketing
• Increase user productivity
• Support staff available to answer more critical
  calls

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• The self-service directory management solution
  that enables organizations to improve
• security
• privacy
• service quality
• by providing secure enrollment and registration.

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Features

• Flexible, self-service interface
• Enable users to input data directly into a
  directory
• Automatic data checking for required fields
• Encryption and hashing for privacy and protection
  
• Real-time notification of suspicious activity

ProfileBuilder reduces the number of individuals
"touching" the data, which reduces the risk of
human error
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Benefits

• Self-service reduces routine service calls
• Higher service quality by collecting and
  maintaining accurate identity information
• Optimal user privacy protection and data security
  
• Increase productivity of support, security, and
  HR organizations

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Summary

• 1 self-service password management solution
• 95 customers, with 1M users worldwide
• Solutions that result in an attainable ROI
• Enterprise software company focused on flexible
  and scalable technology
• Best practices will motivate end-users to adopt
  the Courion solutions more quickly

Our clear product vision and roadmap will
leverage your investment with us
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PasswordCourier Demonstration