Study Publisher: SAN
Study Date: May 2013
Study URL: https://www.sans.org/reading-room/whitepapers/analyst/2013-desk-security-privacy-survey-35020

Study Overview:
The SANS Analyst Program conducted an online survey of more than 900 people between January and March 2013. Respondents reported handling several call types in their work, foremost among them escalating and checking on status of incidents, followed by password-reset requests.

Statistics From This Study:

• Organizations still rely heavily on help desk personnel for password management ahead of self-service