Depository Trust & Clearing Corporation (DTCC)

Reduces Password Reset Calls To The IT Help Desks

The Challenge

Prior to this project, DTCC experienced a high volume of password management calls to the IT help desk from more than 3,800 internal and 80,000 external customer users. DTCC considered a number of solutions based on market research into available technologies. The market research incorporated analyst research, vendor presentations, a detailed RFP and a proof of concept installation process. This exhaustive process resulted in the selection of Hitachi ID Systems, Inc. to provide an effective solution.

The Solution

Hitachi ID Bravura Pass was deployed with integrated Active Directory, LDAP, RACF, TAM and Lotus Notes systems. Internal users are able to synch their LAN passwords with their TAM and Lotus Notes logins. Both internal and external users are able to utilize Bravura Pass to reset passwords or unlock all mainframe accounts. Since deploying Bravura Pass, DTCC saw a reduction of over twenty-five per cent in password reset calls to their internal and external IT help desks. This enabled DTCC to reassign four of 12 support staff to other, more productive, customer service functions.

The Outcome

High user adoption was supported from the project's inception by a strong commitment from DTCC senior management. Early in the deployment, registration was carried out with each member of senior management so they were all on board before the general roll-out. The roll-out process was accompanied by extensive internal communication to all staff explaining the process and highlighting the benefits.

DTCC then leveraged Customer Support staff to register people on Bravura Pass. At the end of the first six month roll-out period, the help desk stopped doing password resets by phone; Customer Support would register the individual instead, thereby ensuring participation. End users accepted the process as a positive step and no complaints were registered throughout the process.

Hitachi ID at a Glance

Hitachi ID is the only industry leader delivering identity and privileged access management across a single platform to ease implementation as your IAM and PAM roadmaps evolve.

"Since deploying Bravura Pass, DTCC has seen a reduction of over 25% in password reset calls to their internal and external IT help desks."

— Adam Bryan, Managing Director, DTCC