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December 2018, Vol. 20, No. 6

IAM system strategy identifies metrics that work for business

John Wiley & Sons Inc. has one of the more distinguished brand identities in book publishing, having published the likes of Charles Dickens and Edgar Alan Poe since the company was founded in 1807. Yet, when it came to modern identity management, CIO Pete Sattler said one of his first tasks when he started at Wiley in 2016 was to reduce the number of phone calls the company's help desk received from employees reporting that they had either lost or forgotten their passwords. The book publisher, based in Hoboken, N.J., had far too many password reset calls coming into the service desk, and, worse, the old identity and access management (IAM) system had a 10-character limit and it did not accept special characters. "The passwords were just too simple," Sattler said. "Plus, we needed something that would provision a new employee's identity from the first day they started. We needed something that would automate the employee's identity for their PC, office space, phone and company credit card if necessary." The publishing company, ...

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