Alcatel Lucent cuts service desk costs with standardised identity management

Alcatel-Lucent expects to cut the running cost of its IT service desk by 10% and reduce password-related calls by 70%

Alcatel-Lucent expects to cut the running cost of its IT service desk by 10% and reduce password-related calls by 70% after completing a programme to standardise identity management software across operations in 130 countries.

Jean-Francois Relativo, project manager at Alcatel-Lucent, told Computer Weekly that the goal of the programme was to achieve a single set of processes for managing the digital identities of its 76,000 employees and contractors around the world.

"Identity management is at the heart of information systems, and by centralising control we have improved compliance with information security and other regulations with a complete audit trail of all user actions around the world," Relativo said.

The company has replaced a large number of different identity management processes and mainly proprietary software developed in-house with IBM's Tivoli identity management software.

Relativo said most of the cost savings would come from increased speed and efficiency through the use of standard and largely automated processes across the organisation.

These include the ability for users to reset passwords online without calling the helpdesk and the automatic disabling of user accounts when employees leave the company.

Alcatel-Lucent plans to expand its identity management programme to include users from its international network of business partners

In February this year, Alcatel-Lucent teamed up with HP to develop a product designed to secure service orientated architectures.

French telecommunications equipment manufacturer Alcatel initiated the programme three years ago. The company extended the project to include the operations of US firm Lucent technologies after the two companies merged in 2006.

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