Use of ITSM Solution for manual student password reset requests

[Jason Fried <friedj () SUNYSUFFOLK EDU>]

Good morning,

Regardless of whether or not your institution offers self-service for student password resets, there will always be 
exceptions when students forgot their current password or do not have some other information.

Are any of you using an ITSM solution (ServiceNow, Remedy, TDX or otherwise) to provide the functionality for students 
to submit a service request form to request assistance for a password reset? If yes...


-          What criteria must the student provide for verification (in this day and age of not asking for SSN, DOB, 
etc)?

-          What is the mandatory data type or method for verification. For instance, outside of ITSM the student 
previously may have had to fax or scan/send a copy of their driver's license along with a student password reset form 
that includes their hard copy signature. In ITSM request form, what have you used instead (unless you have e-signature 
feature enabled)?

Thanks in advance, if you feel more comfortable you can send a direct email or I would welcome and appreciate the 
opportunity to have a quick phone chat.

Regards,

Jay
--
Jason Fried
Information Security Officer
Information Technology Services
Suffolk County Community College
O: 631.451.4291 / M: 631.897.6064
@SuffolkITS

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