Reducing calls to the service desk – password resets are reliably managed by AMPR at the University Hospital of Tübingen
“With the help of AMPR, we were able to drastically reduce the number of calls to the IT service desk about password resets. Thanks to its extremely simple operation and 24/7 availability, the tool is very popular with our users,” reports Andreas Reich, Team Leader IT Service Center.
Modern center for high-performance medicine
Founded in 1805, Tübingen University Hospital is one of 34 university hospitals in Germany that contribute to the successful combination of high-performance medicine, research and teaching. It is a reliable partner in four of the six German Centers for Health Research initiated by the federal government. It welcomes patients from all over the world who are treated in the clinics and benefit from the high standards in research, patient care and nursing. Every year, more than 75,000 inpatients and 380,000 outpatients are treated. More than 10,300 employees are responsible for this.
Search for a new user rooting
The previous user administration did not offer a suitable solution for users to assign themselves a new password. This led to an increased number of password reset requests at the service desk, especially after the vacation period and the turn of the year. Outside normal service hours, the IT department is on call. The capacities available there should therefore not be blocked by password requests. To solve this problem, Andreas Reich and his team set out to find a system that would meet various requirements:
IT opted for AMPR, which best met these criteria. The decisive factor was that AMPR offers up to seven different authentication options. The dual control principle was particularly convincing. The system automatically assigns colleagues to an employee who, in the event of a password reset, authorize the respective employee in the system.
Conclusion
“AMPR provides us with optimal support in IT by automatically processing a large number of password requests and thus significantly reducing the workload on our service desk. The system is also a great help for users, as they can define a new password at any time without a service desk,” confirms project manager Andreas Reich. “The installation and configuration of the software went smoothly and was completed within one afternoon. Individual requests and adaptations that arose during the start-up phase were implemented promptly and information security requirements were also met. I can recommend AMPR at any time.”
