Managing the User Lifecycle
Across On-Premises and
Integrated Credential Management for Users:
Passwords, encryption keys, tokens, smart cards and more.
• Hitachi ID corporate overview. • Hitachi ID Suite overview.
• Password problems and Hitachi ID Password Manager benefits. • The HiPM solution.
3 Hitachi ID Corporate Overview
Hitachi ID delivers access governance and identity administration solutions to organizations globally.
Hitachi ID solutions are used by Fortune 500 companies to secure access to systems in the enterprise and in the cloud.
• Founded as M-Tech in 1992.
• A division of Hitachi, Ltd. since 2008. • Over 1200 customers.
• More than 14M+ licensed users. • Offices in North America, Europe and
4 Representative Customers
6 PM Differentiators
Password ManagerOthers Built-in Functionality: • Password synchronization • Password and PIN reset. • HDD crypto key recovery. • Enterprise single sign-on. • Manage tokens, smart cards. • Update locally cached
• Password reset.
• PC web browser, smart phone. • PC login screen.
• Phone call.
• At work and off-site
• PC web browser. • PC login screen. • Only at work. Integrations: • 110+ target types. • 10+ ITSM ("ticketing") systems. • Typically 1 to 10 connectors. • No ticketing integration. Scalability: • Multi-master, active-active, replicated.
• Load balanced, geographically distributed.
• Automatically discover users, manage enrollment.
• Single server, single location. • Hope users enroll after a big
7 Problem: Too Many Passwords
Every login account has its own: Password complexity creates business problems:
• Password value. • User interface. • Strength rules. • Expiration date.
• High call volume:
Users forget or lock out their passwords. This can be 30% of help desk workload. • Sticky notes:
Users write down their passwords and may leave them in public view.
• Bad passwords:
Users choose simple, easily guessed passwords.
8 The HiPM Solution
Hitachi ID Password Manager addresses the problems that arise from password complexity:
• Cost savings from simplified password management, rapid deployment, low TCO and fast ROI. • Improved security from strong authentication, policy enforcement.
• Scalability to hundreds of thousands of users. • Flexibility to integrate with existing infrastructure.
9 Problem: Password Management Costs
End users: Lose productivity when they have trouble logging in.
Support analysts: Spend much of their time resolving password problem calls. Must be staffed for peak volume after holidays.
10 HiPM Cost Savings
Synchronization: Eliminates 60% to 90% of password problems.
Self-service reset: When adopted by 40% to 70% of users, diverts problem resolution away from the help desk.
Assisted reset: Shortens remaining password reset HD calls by 50% or more, to about 1 minute/call.
11 Problem: Password Security
Policy: Users prefer easily guessed passwords, write and share passwords. Authentication: Weak caller authentication prior to HD password resets.
Delegation: Support staff require too many administrative logins. Accountability: For support staff who perform resets.
Encryption: Passwords should not be sent or stored in the clear.
12 HiPM Security Benefits
Policy: Hitachi ID Password Manager can enforce over 50 password rules, on every system.
Synchronization: No need to write down multiple passwords.
Authentication: Users are identified before being allowed a HD password reset. Delegation: Support staff no longer require administrative credentials. Accountability: All password-related events logged.
13 The Hitachi ID Solution is FlexibleCustomize: Every aspect of the user interface
Integrate with: 110+ target system types Call tracking systems HR systems
Authentication hardware Meta directories
IVR servers Enforce: Password policy
14 User Interface FlowchartUpdate Passwords Enroll Security Questions Register Voice Print Unlock OTP Device PIN Reset on Smart Card Unlock Encrypted HDD Attach Login IDs Network Password Smart Card Answer Security Questions Biometric Sample (voiceprint) SMS/PIN Hardware Token Network Login ID Employee Number E-mail Address Desktop Web Browser Smart Phone Voice Call Workstation Login Prompt
15 Included Connectors
Many integrations to target systems included in the base price:
Any LDAP, AD, WinNT, NDS, eDirectory, NIS/NIS+. Servers: Windows NT, 2000, 2003, 2008[R2], 2012, Samba, Novell, SharePoint. Databases:
Oracle, Sybase, SQL Server, DB2/UDB, Informix, Progress, ODBC, Oracle Hyperion EPM Shared Services, Cache. Unix:
Linux, Solaris, AIX, HPUX, 24 more variants.
Mainframes, Midrange: z/OS: RACF, ACF2, TopSecret. iSeries, OpenVMS. HDD Encryption: McAfee, CheckPoint, BitLocker, PGP. ERP:
JDE, Oracle eBiz,
PeopleSoft, PeopleSoft HR, SAP R/3 and ECC 6, Siebel, Business Objects.
Collaboration: Lotus Notes, iNotes, Exchange, GroupWise, BlackBerry ES.
Tokens, Smart Cards: RSA SecurID, SafeWord, RADIUS, ActivIdentity, Schlumberger.
CA Siteminder, IBM TAM, Oracle AM, RSA Access Manager.
ServiceNow, BMC Remedy, SDE, HP SM, CA Unicenter, Assyst, HEAT, Altiris, Clarify, RSA Envision, Track-It!, MS System Center Service Manager
WebEx, Google Apps, MS Office 365, Success Factors, Salesforce.com, SOAP (generic).
16 Rapid Integration with Custom Apps
• Hitachi ID Password Manager easily integrates with custom, vertical and hosted applications using flexible agents.
• Each flexible agent connects to a class of applications: – API bindings (C, C++, Java, COM, ActiveX, MQ Series). – Telnet / TN3270 / TN5250 / sessions with TLS or SSL. – SSH sessions.
– HTTP(S) administrative interfaces. – Web services.
– Win32 and Unix command-line administration programs. – SQL scripts.
– Custom LDAP attributes.
• Integration takes a few hours to a few days. • Fixed cost service available from Hitachi ID.
17 Multi-Master ArchitectureIVR server VPNserver Reverse web pr oxy Load balancer Load balancer E-mail system Incident mgmt system HR Firewall Firewall Passwor d synch trigger systems
Target systems with local agent: OS/390,unix, older RSA
Target systems withremote agent: AD, SQL, SAP, Notes
Proxy server (if needed)
Remote data center
Remote data center
Data center A
Data center B
TCP/IP + AES Various Protocols Secure Native Protocol HTTPS
Notificationsand invitations Tickets System of recor d Replication Web services Native passwor d change Validate pw
AD, Unix,OS/390, LDAPAS400, Hitachi ID server Hitachi ID server SQL DB SQL DB
18 Scalability and Fault-Tolerance
• Multiple, load-balanced Hitachi ID Password Manager servers: – Active/active architecture.
• Data replication between nodes: – Built-in, easy to configure.
– WAN-friendly (high latency, low bandwidth, insecure channels). – Reliable (multiple retry queues).
• Proxy servers resolve connection problems: – Across firewalls.
– Over slow, insecure network routes. • Large production deployments:
– 5M users.
– 130,000 managed systems. – 12 load balanced IAM servers. – 10,000 completed transactions/hour.
19 Password Synchronization
• Users have too many passwords: – On different systems, – with different policies, – expiring at different times.
• Complexity leads users to do bad things: – Write down passwords ("sticky
– Forget/lock out passwords and call the help desk.
– Reuse old passwords.
• Password synchronization pushes password updates from one system to another:
– Multiple physical passwords. – Same value everywhere.
• Password synchronization allows users to: – Remember a single password value. – Manage it on a single schedule. – Comply with a single password
20 Transparent Password Synchronization
Password synchronization is designed to help users maintain a single, strong password across multiple login IDs.
Transparent password synchronization leverages an existing user interface. • Users change their passwords natively on:
– Active Directory. – Unix servers. – LDAP directories. – OS400 / iSeries servers.
– z/OS mainframes (RACF, CA-ACF2, CA-TopSecret).
• Hitachi ID Password Manager enforces a global policy, blocking weak passwords. • Approved passwords are synchronized to other accounts belonging to the same user.
21 Transparent Synchronization Architecture
Identity and Access Management Suite User Native passwor d change Start synch. TCP/IP + AES
Secure Native Protocol
Load Balancer Passwor d Synch Trigger Systems Target Systems with local agent:
OS/390, Unix, RSA
Target Systems with remote agent
22 Web Password Synchronization
Password synchronization is designed to help users maintain a single, strong password across multiple login IDs.
Web password synchronization exposes a new user interface.
• Access a Web-based password change screen using any browser. • Enter a trusted network login ID and password.
• Select a new password for one or all systems and accounts. • Review results from the password update on each system.
23 Web Password Synchronization Architecture
Identity and Access Management Suite
Target Systems with local agent:
OS/390, Unix, RSA
Target Systems with r
TCP/IP + AES
Secure Native Protocol
24 Prompting Users to SynchronizeUsers do not volunteer to change their passwords.
• Hitachi ID Password Manager can identify users who should change their passwords either based on upcoming expiration on a target system, or based on the last HiPM update.
• Users are asked to change their passwords:
– By e-mail, with an embedded URL to the HiPM server.
– By a Web browser, automatically opened during the network login script.
25 Benefits of Password Synchronization• Improved user service.
• Users have fewer password problems, so waste less time with login problems and call the help desk less frequently.
• New passwords meet global quality standards. • All passwords are changed regularly.
26 Self-Service Password Reset
• Some users continue to forget passwords or trigger lockouts.
• These users still call the help desk. • High call volume is expensive.
• Self-service password reset enables users to authenticate themselves with something else (a token, biometric, personal questions, etc.) and reset their own password(s).
• Hitachi ID Password Manager SSPR allows these users to resolve their own problems:
– This lowers help desk call volume. – User service is available 24x7. – Accessible via web browser, phone
27 Access from Login Prompt
Users who forget their network password cannot launch a Web browser to access the self-service password reset application.
• Secure Kiosk Account (SKA): access to SSPR without client software ("guest" account).
• GINA service: access to SSPR from UI extension – no GINA DLL.
• Hitachi ID Phone Password Manager: turn-key telephone access to SSPR. • Temporary VPN: access to SSPR from
outside the corporate network.
28 Secure Kiosk Account (SKA)
Support locked out users without deploying client software. • User signs on with the login IDHELP
• No password is required to sign into the SKA. • The SKA account has a special security policy.
• The policy specifies an alternate to the Windows shell.
• The Hitachi ID Password Manager shell opens a kiosk-mode Web browser to the self-service password reset Web page.
• Applies both to on-line and mobile users.
• Can be used to reset/unlock both local and networked passwords. • No browser navigation, controls, border, etc.
29 GINA Extensions
Support locked out users without a "generic" domain account:
• Extend the Windows Graphical Identification and Authentication (GINA) subsystem, which: – is responsible for capturing Ctrl-Alt-Del,
– presents the login screen and – handles screen savers.
• The Windows GINA can be replaced by third-party DLLs, such as: – Novell NetWare.
– Strong authentication products (smart cards, biometrics, etc.).
• Hitachi ID Password Manager includes two GINA extension approaches, both of them: – Launch a kiosk-mode web browser.
– Run the browser with an unprivileged account.
• The first is aGINA wrapper DLLthat adds a password reset button in the login prompt.
• The second is aGINA serviceprogram that adds a password reset button without modifying the native GINA DLL.
30 Self-service via Telephone• Identification options:
– Numeric ID (e.g., employee number). – Numeric mapping of network login ID. • Authentication options:
– Numeric security questions (e.g., driver’s license, DoB). – Biometric voice print verification.
– Hardware token. • Features:
– Password reset / unlock. – Token PIN reset.
– HDD encryption key recovery. • Platform options:
– Use HiTPM (turn-key system).
– Extend call logic on an existing IVR, using Hitachi ID Password Manager API. • Limitations:
31 Flexible, Secure Authentication• Hardware tokens:generated password + keyed PIN. • Biometric:voice print, finger print.
• PKI:smart cards, software certificates. • Challenge/response using:
– Built-in or external data source.
– Both user-defined and standard questions. – A flexible algorithm to validate answers. – Multiple sets of multiple questions.
• Open architecture: Easily integrate with new authentication systems.
32 Benefits of Self-Service Password Reset
40% to 70% of users resolve their own problem,
and do not call the help desk. • Stronger authentication prior to passwordresets. • Reset passwords meet quality controls. • Detailed audit trail of authentication
33 Help Desk Password Reset
• Even with synchronization and
self-service password reset, some users continue to call the help desk.
• These calls can take 5-15 minutes to resolve and cost $25 – $35.
• Assisted password reset shortens password-related support calls.
• One process and UI handles everything: – Authenticate the analyst.
– Authenticate the caller. – Reset multiple passwords. – Clear lockouts.
34 Assisted Password Reset Process
• Help desk analysts use a Hitachi ID Password Manager Web page to: – Login (authenticate the analyst).
– Look up the caller’s record. – Authenticate the caller.
– Reset one or more passwords.
– Automatically create a ticket in the call tracking system. • Call resolution time is reduced to 1 – 2 minutes.
• Help desk analysts don’t require direct access to target systems.
35 Incident, E-mail Integration
Open architecture to push event notification to other systems.
• Simple configuration specifies what events to capture and what actions to take. • Binary integration programs are included for:
– Altiris – Assyst – BMC Remedy – SDE – Footprints – CA Unicenter – Clarify – HEAT – HP Service Desk – ServiceNow – Tivoli – Track-It!
36 HiPM Assisted Service NotesHelp desk analysts may:
• Either see, or be required to type answers to caller-authenticating questions. • Either reset passwords, or reset-and-expire passwords.
• Enable or disable caller access to Hitachi ID Password Manager self-service. • Be granted the ability to:
– See or edit answers to security questions. – See or edit login ID profiles data.
– Manage SecurID tokens.
37 Benefits of Assisted Password Reset
Remaining password reset calls are reduced to
approximately 1 minute. • Ensure that callers are alwaysauthenticated prior to password resets. • Reduce the number of people with
• Improve accountability for help desk password resets.
• Enforce password policy over reset passwords.
38 Impact of Synchronization and SSPR
39 RSA SecurID Token Management
Users with RSA SecurID tokens forget their PINs, lose their tokens, require clock synchronization, etc.
Users can clear, synchronize or reset their token PINs; synchronize their token clocks; enable/disable their tokens or get emergency access passcodes using the Hitachi ID Password Manager self-service token management feature.
40 Token Management Process• Users authenticate with a password.
• Once authenticated, users can: – Enable / disable tokens.
– Request emergency access codes. – Clear / set their PIN.
– Re-synchronize tokens.
41 Benefits of Token Management
Fewer, shorter help desk calls for token
problems. • Fewer people with ACE administrationprivileges.
• Stronger authentication prior to token support.
42 Managed User Enrollment
• Deployment may require new user profile data:
– Question/answer pairs for authentication.
– Login ID reconciliation between systems.
– Biometric samples (e.g., voice prints).
• Hitachi ID Password Manager includes a managed enrollment system, which identifies users that need to enroll and invites them to do so.
43 Reconcile Login IDs Between Systems
Where login IDs are different on some systems, and there is no existing directory, meta
directory, matching attribute or map file to connect them, users can be prompted to "claim" their own IDs:
• Users sign into a secure Hitachi ID Password Manager registration Web page. • Users enter a login ID and password.
• HiPM finds unallocated instances of the login ID in the identity cache and tries to sign into those target systems with the password the user provided.
• The login ID / target system ID is added to the user’s profile if the password worked.
44 Benefits of Managed Enrollment
Simple to setup, low-cost data gathering. • Secure authentication prior to registration. • Collect answers to security questions. • Correlate login IDs across all systems. • Identify orphan accounts.
45 Rapid Deployment and Low TCO
Optimized to minimize effort: Using Hitachi ID Password Manager technology: • HiPM: – Initial deployment: 1 – 2 months. – Ongoing maintenance: 0.25 – 0.5 FTE.
• Built-in discovery, mapping of IDs, entitlements.
• Managed user enrollment (e.g., Q&A). • Client software optional.
• 110 connectors out of the box (more easy to add).
46 Technology Advantages
Unique features Rapid deployment
• "Administration" and "governance" in one product.
• Access, authorization built around relationships.
• Self-service from any device, any location.
• Intercept "Access Denied" errors to simplify requests.
• "One stop shopping" with implementer workflows.
• SoD engine detects effective violations.
• Reference builds accelerate deployment. • Key features built-in:
– Request forms.
– Authorization workflow. – Access certification.
Scalable platform Integrations
• Real-time data replication. • Multi-master, active-active. • Proxy server to cross firewalls. • Native code + stored procedures.
• 110+ included connectors. • Flexible/scriptable connectors. • Incident management/ticketing. • SIEM.
47 HiPM Animated Demonstration
The following animations illustrate core Hitachi ID Password Manager user interfaces and processes:
• Security question enrollment: – A user authenticates and
completes his personal profile of questions and answers.
• Alias enrollment:
– A user attaches non-standard login IDs to his profile.
• Password expiration:
– A user is invited, via e-mail, to change soon-to-expire passwords. • Self-service password reset (SSPR)
using Secure Kiosk Account:
– A locked out user resolves his own problem, from the login prompt, without client software deployment.
• SSPR with GINA Extension:
– A locked out user resolves his own problem, from the login prompt, using a GINA extension. • SSPR with Vista credential provider:
– A locked out user resolves his own problem, from the login prompt, using a Windows Vista credential provider.
• Assisted password reset:
– A help desk analyst signs in with an RSA SecurID token and resets a caller’s password.
• PIN Reset for an RSA SecurID token: – A user resets his RSA SecurID
token PIN with HiPM.
48 Locked out Windows 7 user resets own password
49 Locked out Windows XP user resets own password
Locked out Windows user resets own password (no software
51 Enrollment of security questions
52 Enrollment of non-standard login IDs
53 RSA SecurID Self Service Token Support
55 Assisted Password Reset
56 Hitachi ID Professional Services
• Hitachi ID offers a variety of services relating to Hitachi ID Password Manager, including: – Needs analysis and solution design.
– Fixed price system deployment. – Project planning.
– Roll-out management, including maximizing user adoption. – Ongoing system monitoring.
• Services are based on extensive experience with the Hitachi ID solution delivery process.
• The Hitachi ID professional services team is highly technical and have years of experience deploying IAM solutions.
• Hitachi ID partners with integrators that also offer business process and system design services to mutual customers.
• All implementation services are fixed price: – Solution design.
– Statement of work.
57 Hitachi ID Solution Delivery Approach
Fixed-price: All work is delivered on a fixed-price, fixed-deliverables basis. The "meter" is never running.
Phases, milestones: Hitachi ID recommends breaking up long projects into phases of 1–3 months. Work is reviewed and payment is due when milestones are met. Open assignment: Each phase may be undertaken by Hitachi ID, the customer, a systems
integrator or a combination of the participants.
Templates: Template documents and sample business logic are used to expedite work.
Customer portal: A self-service portal supports discovery, client/partner/vendor interaction, document distribution and more.
58 AdMax: Maximizing User Adoption
• Successful implementation of an identity and access management system must be supported by an effective user adoption program.
• AdMax is an Hitachi ID professional services program, used to plan for and execute effective user enrollment projects.
• AdMax is designed to maximize adoption of and ROI from Hitachi ID identity management solutions, using:
– Best practices, case studies and industry norms. – Enrollment, user adoption and ROI measurement. – Incentive and disincentive programs.
– Presentations and training materials for users and HD staff. – Project roles and responsibilities.
– Sample project plans, promotional materials, e-mails, graphics and other user communications. – Workbooks for project implementation.
An integrated solution for managing credentials:
• Immediate security benefit: password policy, help desk caller authentication. • Low deployment cost, minimal ongoing investment, significant IT support savings. • Always accessible:
– Web browser on PC, phone or tablet. – Windows login prompt.
– Pre-boot encryption password prompt. – Phone call / IVR.
– Available at work and while off-site. • 110+ connectors included.