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According to Meta Group, each user places an average of 1.75 calls to the help desk each month, or 21 calls per year. Gartner estimates that up to 30 percent of help desk calls are password-related, with each reset racking up between $51 and $147 in labor costs.Another global advisory firm, Forrester Research, estimates $70 per password reset.Calculating ROI for a security project can be challenging due to intangible benefits.nnual Cost = [(Number of users) * (annual number of help desk calls per user) * (percentage of calls involving password reset) * (average cost per call)]. Using Meta Group's numbers, a mid-sized organization with 1,000 users receives 21,000 help desk calls per year.
Now, that number is somewhere between 100 and 200. The cost of purchasing those apps has long been absorbed, but ongoing support requirements are costly, ubiquitous and cover mundane tasks. Indeed, the second most costly request to an IT help desk is to reset a password (about $14 to $28 a pop, according to Gartner).Six years ago, about 25% of help desk calls were about passwords, and having a single password and user ID (or single sign-on) for all applications was the Holy Grail.ow, that number is somewhere between 100 and 200. The cost of purchasing those apps has long been absorbed, but ongoing support requirements are costly, ubiquitous and cover mundane tasks. Indeed, the second most costly request to an IT help desk is to reset a password (about $14 to $28 a pop, according to Gartner).