Case Study
Hitachi ID Password Manager
The Challenge Supporting over 7500 employees and 5 major corporate applications, Cessna’s IT help desk was inundated with password reset calls. To address this, a password management system was required - to reduce problem frequency and push problem resolution to a self-service model. Background Cessna Aircraft Company manufactures the most complete line of aircraft in the world. From Citation business jets, to freightand passenger-hauling utility Caravans, to personal and smallbusiness Single Engine Pistons. They’ve got an aircraft that fits your flight plan.
The Solution Cessna licensed Hitachi ID Password Manager from Hitachi ID (formerly MTech) to address its password problems. The Hitachi ID Password Manager deployment team had a concrete mandate: deploy Hitachi ID Password Manager and enroll as many users as possible, in just 2 months. Not all users had accounts on all systems. To sign into Hitachi ID Password Manager, Cessna users needed at least a Windows domain login. Moreover, although most users had e-mail, some did not, so non-traditional communication channels were needed to educate users about the new solution. Following the purchase of Hitachi ID Password Manager, Cessna deployed the solution and commenced an accelerated user enrollment program. Users were invited to complete their profiles using e-mails and popup web browser windows launched from login scripts. Cessna enrolled 100% of the 7500 users in 2 months. On average, 230 new team members signed up daily. Invitations were sent to users in groups, organized by department. “It was key to roll-out to the communications department first, as they were integral in communicating the benefits of Hitachi ID Password Manager to the rest of the organization,” says Terri Root, Cessna’s project leader. The Corporate Communications Department at Cessna assisted in creating employee buy-in and gaining user adoption by posting messages on the company Intranet, placing advertisements in the bi-weekly company news brief and sending a series of e-mails about the benefits of Hitachi ID Password Manager. Performance advisors in the HR Department assisted in training employees in using Hitachi ID Password Manager.