Managed services · University IT team

Self-service password reset for students and staff

How we rolled out Microsoft Entra ID self-service password reset (SSPR) so students and staff reset their own passwords without calling the helpdesk.

Built forA university IT team on Microsoft Entra ID

WhereIndia

Used byStudents, faculty and staff

24x7password resets without a helpdesk call

Self-serviceregistration of recovery methods

Fewerpassword tickets at the start of each term

Forgotten passwords were among the most common helpdesk requests, peaking at the start of every term.
Each reset needed an identity check and a manual change by IT, keeping users locked out until someone was free.
Some users had no up-to-date phone number or alternate email on their account.

Let users reset their own password securely, any time, without the helpdesk.
Register every user's recovery methods and keep the rollout simple for non-technical users.

Configured Microsoft Entra ID self-service password reset with combined security-info registration.
Chose authentication methods (Microsoft Authenticator, phone and alternate email) and the number required per reset.
Enabled password writeback where accounts were synchronised from on-premises Active Directory.
Rolled out in phases with user guides and registration campaigns, and reported registration progress to IT.