Free template
Free, ready-to-use standard operating procedure for password reset processes. Copy, customize, or create it in Folge with screenshots.
A Password Reset Standard Operating Procedure (SOP) is a documented process that IT support teams follow to securely reset user passwords while maintaining security protocols and providing excellent customer service.
This template helps your IT support team handle password reset requests consistently, efficiently, and securely—reducing resolution time and ensuring compliance with security policies.
Standardize password reset procedures across your IT support team
Create guides for employees to reset passwords independently
Document procedures for audit trails and compliance requirements
Onboard new IT support team members quickly with clear procedures
Purpose: To provide a standardized, secure process for resetting user passwords
Scope: All IT support staff handling password reset requests
Time Required: 5-10 minutes per request
Tools Needed: Active Directory, Help Desk Software, Identity Verification System
Action:
Expected Outcome: Ticket created and properly categorized
Action:
⚠️ Important: Never reset a password without proper identity verification. If verification fails, escalate to IT security team.
Expected Outcome: User identity confirmed and documented in ticket
Action:
Expected Outcome: Password successfully reset with forced change on next login
Action:
⚠️ Security Note: Never send passwords via unencrypted email or SMS
Expected Outcome: User receives temporary password securely and understands next steps
Action:
Expected Outcome: User has working access with new password, ticket properly documented and closed
Action:
Expected Outcome: All issues resolved or properly escalated, knowledge shared with team
Always verify identity using multiple factors. When in doubt, err on the side of caution and escalate to security team. Document all verification steps taken.
Generate complex temporary passwords using a password generator. Never use predictable patterns like "Password123!" or the user's name.
Maintain detailed logs of all password resets for audit purposes. Include who requested, when, verification method used, and outcome.
Take the opportunity to educate users about password best practices, password managers, and how to avoid future lockouts.
Review and update this SOP quarterly to ensure it aligns with current security policies, tools, and compliance requirements.
Consider implementing self-service password reset tools with proper security (like SMS verification or security questions) to reduce ticket volume.
Stop copying and pasting templates. Create interactive, screenshot-based SOPs that your team will actually use.
Review your password reset SOP at least quarterly or whenever there are significant changes to your systems, security policies, or compliance requirements. Also update it after any security incident that reveals process gaps.
Use multi-factor verification: combine something the user knows (employee ID, security questions) with something they have (registered phone number for callback, email on file). For high-privilege accounts, require additional verification like manager approval or in-person verification.
Yes! Self-service password reset tools (like Microsoft SSPR, Okta, or other identity management solutions) can significantly reduce IT support tickets. However, you still need an SOP for cases where self-service fails or isn't appropriate (e.g., contractor accounts, locked admin accounts).
Use Folge to automatically capture your screen as you perform the password reset process. Folge will take screenshots at each step, which you can then annotate with arrows, highlights, and instructions. Export the finished guide to PDF, Word, HTML, or your knowledge base.
Never proceed with the reset. Document the attempt, notify your security team immediately, and follow your organization's security incident response procedure. Contact the legitimate user through verified channels to alert them of the suspicious activity.
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