The correct answer is to implement a self-service password reset (SSPR) with identity verification. This solution is most effective because it directly reduces help desk calls by empowering users to handle forgotten passwords themselves, while maintaining security through multi-factor identity verification—such as SMS codes, security questions, or biometrics—before allowing a reset. On the CISSP exam, this scenario tests your understanding of the Identity and Access Management (IAM) domain, specifically how to balance operational efficiency with access control. A common trap is choosing a simpler option like a shared password list or disabling password expiration, which weakens security or fails to address the root cause of frequent resets. Remember the memory tip: SSPR stands for “Stop Support Password Requests”—it cuts calls by letting users prove identity first, not by lowering security.
CISSP Identity and Access Management Practice Question
This CISSP practice question tests your understanding of identity and access management. Match the stated requirement to the specific cloud service, access model, or configuration option — many options are valid in isolation but not for this scenario. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A company's help desk receives many requests from users who have forgotten their passwords. Which solution is MOST effective in reducing these requests while maintaining security?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Implement a self-service password reset (SSPR) with identity verification.
Self-service password reset (SSPR) with identity verification directly addresses the root cause of help desk calls—forgotten passwords—by allowing users to reset their own passwords after proving their identity via pre-registered methods (e.g., SMS, security questions, or biometrics). This reduces operational overhead while maintaining security through multi-factor verification and policy enforcement, unlike options that weaken security or fail to address the frequency of resets.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✓
Implement a self-service password reset (SSPR) with identity verification.
Why this is correct
Allows users to reset passwords securely without help desk intervention.
Related concept
Read the scenario before looking for a memorised answer.
✗
Increase the password expiration period to 180 days.
Why it's wrong here
This reduces frequency but does not help if users forget.
✗
Use single sign-on for all applications.
Why it's wrong here
SSO reduces the number of passwords but does not help if the primary password is forgotten.
✗
Reduce the password complexity requirements.
Why it's wrong here
This weakens security and does not prevent forgetting.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates often choose SSO (Option C) thinking it eliminates all password-related issues, but they overlook that SSO still requires a primary password and does not address forgotten-password requests for that single credential.
Detailed technical explanation
How to think about this question
SSPR typically integrates with an identity management system (e.g., Microsoft Entra ID or Okta) and uses a registration process where users enroll verification methods (e.g., phone number, authenticator app, or email). Under the hood, the system generates a time-limited token (often via OAuth 2.0 or SAML) that grants password reset rights only after successful multi-factor authentication, ensuring that the reset process itself is not a security hole. In real-world deployments, SSPR can reduce help desk calls by up to 50-70%, but it requires careful configuration of lockout policies and audit logging to prevent abuse.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A security analyst at a medium-sized enterprise encounters this scenario during an investigation or architecture review. The correct answer reflects best practice for the specific threat or control described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Security exam questions test whether you can match controls to threats in context — not just recall definitions.
Related glossary terms
Concepts from this question explained
These glossary pages explain the core terms tested in this CISSP question in full detail.
Identity and Access Management — This question tests Identity and Access Management — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Implement a self-service password reset (SSPR) with identity verification. — Self-service password reset (SSPR) with identity verification directly addresses the root cause of help desk calls—forgotten passwords—by allowing users to reset their own passwords after proving their identity via pre-registered methods (e.g., SMS, security questions, or biometrics). This reduces operational overhead while maintaining security through multi-factor verification and policy enforcement, unlike options that weaken security or fail to address the frequency of resets.
What should I do if I get this CISSP question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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