Two Factor Authentication (2FA)
Not only in ITSM applications, but in any enterprise application, Two-Factor Authentication (2FA) for sensitive operations helps prevent unauthorized actions, even if user credentials are compromised. While routine activities may not require additional verification, sensitive operations such as modifying administrative settings can have significant operational, security and compliance implications. This 2FA approach balances security and usability by requiring additional verification only when users perform actions with elevated risk or impact.
That said, in ServiceDesk Plus an additional layer of security can be implemented for critical operations by enabling 2FA. It supports Two-Factor Authentication (2FA) to enhance security for both user logins and sensitive operations. Users can authenticate using Email Verification, Google Authenticator or a Backup Verification Code (for login recovery).
For user logins, administrators can enforce 2FA for all users, technicians or requesters and define criteria using logical operators.
For sensitive operations, OrgAdmins can require an additional authentication step before critical actions are saved. Users who have not enrolled in 2FA will be prompted to enroll when performing such operations.
ServiceDesk Plus also provides session trust settings, allowing administrators to define a reauthentication interval during which previously verified users can perform additional protected actions without repeated 2FA prompts.
In ESM environments, portal-specific sensitive operations can also be protected with 2FA. Portal Admins can enable 2FA for selected portal configurations and configure separate session trust settings, provided an OrgAdmin has already enabled an authentication method in the ESM Directory.
Refer to the following screenshots.
Refer to the following screenshots.
Portal specific 2FA settings:
Multi-Instance setups (ESM Environments):
Refer to the following documentation for detailed information.
Note: 2FA Authentication is not supported for SAML-based authentication.
We would love to hear whether Two-Factor Authentication (2FA) is being used in your environment. If so, please share your experience and the benefits it has brought to your organization. Your feedback and insights are highly valued.
