Servicedesk Plus should support Multi-factor Authentication
There are a number of reasons and tools to implement Multi-Factor Authentication for Servicedesk Plus. Often times end-users must include sensitive information or screenshots of sensitive information whether it be intellectual property of the business (IP), personally identifiable information (PII), or credentials for systems when requesting support for technicians to effectively resolve an issue. Having only username and password authentication to a system that is likely internet accessible thus poses an addressable risk. With the obvious benefits MFA provides and the continued direction towards mainstream implementation it seems wise to include such functionality in the Servicedesk Plus product.
- AD Self-Service Plus has an excellent implementation of multi-factor authentication - thus allowing developers to use existing code to implement for other ManageEngine (ME) products such as Servicedesk Plus.
- via the use of security questions, google authenticator, and direct SMS.
- AD Self-Service Plus also integrates directly with Servicedesk Plus and other ME tools so there is the option to integrate MFA by leveraging an existing implementations through ME tools integration. For instance if we've already configured and use MFA with ADSSP that same information could be leveraged by other ME tools integrated with (connected to) ADSSP removing the need to have individual MFA data sets.
Thoughts? Please reply as ME relies in part on the user-community to slect and prioritize new features.