Professional Services
Problem
Due to the nature of their business, they were deeply concerned about the potential risk of a bad actor bypassing their IT helpdesk security. To assess their vulnerabilities, they engaged an external firm to conduct a test by making calls to their helpdesk, attempting to breach existing security measures. Over 75% of the test calls resulted in agents either making unauthorized changes or disclosing sensitive information.
Solution
Leveraged existing Okta MFA registrations to efficiently and securely verify employees’ identities when they called the helpdesk. Automatically logged all verifications in ServiceNow for audit and alerting purposes, ensuring a consistent process for all agents. Calls that could not be verified through the standard process were escalated to senior staff for further investigation. Proudly reported to the board that the integration of Okta + Caller Verify prevented an average of 4,677 potential social engineering attacks per month.
Impressed by the solution’s effectiveness at the IT helpdesk, management expanded its use to other internal departments, including HR and Finance & Accounting, to ensure those calls were from actual employees before sharing sensitive information.
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Banking
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Healthcare
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