Specops Software, an Outpost24 company and leading provider of password and identity management solutions, has announced that its Specops Secure Service Desk for Cloud now supports native Entra ID, including on-premises and hybrid, enabling cloud-based organizations to verify the identity of callers to the service desk using stronger authentication methods that minimize the risk for user impersonation. Currently Microsoft does not offer built-in identity verification for users contacting the service desk. Specops Secure Service Desk solves this problem by verifying users when they contact the service desk, now including cloud-only environments.
In recent months, many high-profile organizations, including British retailer Marks and Spencers (M&S), have been targeted in sophisticated social engineering attacks that specifically target service desk agents. The “Scattered Spider” threat group, thought to be behind the attack on M&S, as well as the 2023 MGM Resorts hack, has repeatedly demonstrated that the service desk is a prime social engineering target that can cause a lot of disruption for organizations. The M&S attack, for example, is thought to have led to an estimated $402 million profit hit for the retailer, with some customer data stolen. As a result, the UK’s National Cyber Security Centre has specifically urged organizations to review and harden their help-desk password reset workflows to stop similar manipulations before they can escalate into full-blown ransomware or extortion events, with other government cyber organizations globally likely to follow suit.
Verifying the identity of callers to the service desk is just as critical for cloud-only customers as it is for on-prem organizations. An organization’s service desk agents need reliable tools to verify the ID of callers, for the following reasons:
- Remote and hybrid working drives increased call volumes: If users are still calling the service desk with problems, service desk agents are at risk of social engineering.
- Digital transformation adoption outpaces user training: Fighting against sophisticated and quickly evolving social engineering tactics is a complex task if service desk agents are not supported with the right tools.
- Service desks are an easier avenue of attack than passwords: Threat actors know it’s easier to attack the service desk than crack strong passwords or bypass MFA – this attack route won’t disappear.
- Evolving tactics aided by artificial intelligence (AI): Deepfakes and social media reconnaissance can render traditional verification methods ineffective.
About Specops Secure Service Desk
Specops Secure Service Desk enables customers to increase their service desk security with stronger authentication methods that minimize the risk for user impersonation. Identity verification options range from mobile or email verification codes, to commercial authentication providers such as Duo Security, Okta, Symantec VIP, PingID and YubiKey. These authentication options are paired with technical enforcement of the ID verification, blocking agents from proceeding with the caller’s request until authentication through the platform is completed. Secure Service Desk also integrates with a multitude of ID services and other service desk systems, such as ServiceNow and Jira.
Specops Secure Service Desk is available to Entra ID only organizations (or those planning to move there soon), as well as on-prem and hybrid organizations, today. For more information, visit: https://specopssoft.com/blog/secure-service-desk-for-cloud
Heatmap of 10 Million Breached Passwords: 98.5% are Weak
Posted in Commentary with tags Specops on July 15, 2025 by itnerdThe Specops Software research team has released a new research report titled “Heatmap of 10 million breached passwords: 98.5% are weak.”
This is from analyzing 10 million random passwords from the 1 billion+ breached password list used by Specops Password Auditor —all are real compromised passwords that have been captured by Specops.
In a visual heatmap that mapped out common length and complexity combinations, the researchers found that only 1.5% of these 10 million passwords could be considered ‘strong.’ The findings show that organizations are still allowing users to create weak passwords that could be used as simple attack routes for hackers.
The research coincides with the latest addition of over 13 million compromised passwords to the Specops Breached Password Protection service. These passwords come from a combination of our honeypot network and threat intelligence sources.
Commenting on the report, Darren James, Senior Product Manager, said: “Despite years of training, many users still choose weak, easily guessed combinations that cybercriminals can crack in seconds. To bring this risk into sharp relief, our research team analyzed 10 million real-world passwords and plotted them on a heatmap measuring strength by both length and complexity. This visual ‘strength landscape’ shows how organizations need to adjust their password policies to move end users’ Active Directory passwords away from the zone of risk into the zone of security.”
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