Forget any of your passwords lately? If so, you've got plenty of
company.
Together, password trouble -- and four other problem areas --
contribute to 75% of the calls corporate help desks get, according
to a new study released by SupportSoft, a provider of
technology-glitch automation software. For its "IT Headache Index,"
SupportSoft evaluated about 2 million call logs for 20 large global
companies. SupportSoft has been analyzing corporate call logs
quarterly for the last two years, but this is the first time it has
made its findings public, says James Morehead, company's VP of
product marketing.
Password problems, including the need to reset them, make up a
fifth of the calls corporate IT help desks get.
"The number of different passwords needed to get work done is
staggering," says Morehead.
The other top reasons for calling the help desk include systems
issues, such as hardware failures, which make up 16% of calls;
enterprise software problems, such as trouble accessing ERP
(Enterprise Resource Planning) applications, which also contribute
to 16% of the trouble; connectivity issues, like trouble accessing
a VPN or virtual private network causes 12% of problems; and e-mail
complaints -- like being unable to open a message, are responsible
for 11% of the calls.
The other remaining reasons users cry uncle include an assortment
of trouble, including slow-running PCs and printer problems.
Looking ahead, Morehead predicts deployments of Microsoft's Vista
will become a new reason for users to seek out help.
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Hmm... maybe in US... not so sure in Singapore...
