Self Service Password Reset User Guide

CREATED: November 2019

LAST REVISED: December 2019
VERSION: 1.0

This document applies to all employees of Alorica, Inc. as well as any subsidiaries or affiliated entities of the respective
companies, each of which is a separate legal entity, (as applicable, the “Company”).
TABLE OF CONTENTS
Purpose ................................................................................................................................................. 3
Scope ..................................................................................................................................................... 3
1 Enrolling to Self Service Password Reset .................................................................................. 3
2 Resetting Your Password Using the Service Portal – Forgot/Reset Password ...................... 4
Security Questions Verification .............................................................................................7
SMS Verification ...................................................................................................................8
3 Resetting Your Password through the Service Catalog Password Reset Option ..................11
Submitting a Request ......................................................................................................... 11
Approving a Password Reset Request (for Employee Supervisors) ........................................ 15
Change Log ..........................................................................................................................................18
Approval History ..................................................................................................................................18
Review Policy.......................................................................................................................................18

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Purpose
The Self Service Password Reset project, along with the existing ServiceNow Tool that Alorica currently employs,
provides a single self-service system that enables the entire enterprise to streamline the password reset process.

Scope
The document aims to guide all Alorica users through the password reset after enrolling through the ServiceNow
portal. There are two ways to reset your password:
• Through the ServiceNow self-service page. This option is for accounts under the User domain only. See
Resetting Your Password Using the Service Portal – Forgot/Reset Password for instructions.
• Through the catalog to select the domain (including the user domain). See Resetting Your Password
through the Service Catalog Password Reset Option for instructions.

1 Enrolling to Self Service Password Reset

Users must enroll through Service Portal before they can take advantage of the ServiceNow tool for resetting
passwords.
Go to https://alorica.service-now.com/$pwd_enrollment_form_container.do to enroll. Refer to the Self Service
Password Reset Enrollment User Guide for detailed instructions.

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2 Resetting Your Password Using the Service Portal – Forgot/Reset Password
This option is for accounts under the User domain only. To reset password for other domains, see Resetting
Your Password through the Service Catalog Password Reset Option.
1. Go to https://alorica.service-now.com/sp.

2. If you have forgotten your password, are locked out of your account, or wish to change your password,
click on the Forgot/Reset Password link on the login page.

3. Type in your user name and check the I’m not a robot box.

4. You will be prompted with CAPTCHA verification. Select the appropriate boxes as instructed and click
the Verify button.

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If you selected the wrong images, you will receive an error message and will be asked to perform the
exercise again until you get it right.

Once successful, the I’m not a robot box will be checked. Click Next.

5. Select the verification option and click Next.

• If you are in a work area where cell phones are prohibited, select QA (Security Questions)
Verification. Proceed to section

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• Security Questions Verification.

• If you selected SMS Verification, proceed to section SMS Verification. This option is available for users
in USA locations only.

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Security Questions Verification

1. Answer all security questions and click Next.

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 2. Enter your new password and click Reset Password.

A Request in progress box will indicate that the system is resetting your password.

Once you have successfully completed the password reset, you will be directed to the Service Portal
home page.

SMS Verification

Notes:
• This option is only available for users in USA locations.
• If you did not enroll an SMS device, you will be redirected to the Security Questions Verification page.
See

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• Security Questions Verification for instructions.

1. Make sure you are sending the code to the proper number by verifying the last 4 digits displayed on
the screen. Click Send Verification Code.

2. Once you receive the code via SMS, type it into the Enter verification code field and click Next.

3. Enter your new password and click Reset Password button.

A Request in progress box will indicate that the system is resetting your password.

3. Once you have successfully completed the password reset, you will be directed to the Service Portal
home page.

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Any unauthorized disclosure, use, distribution, or reproduction of it is prohibited.
 This document contains information that is confidential and privileged.
Any unauthorized disclosure, use, distribution, or reproduction of it is prohibited.
3 Resetting Your Password through the Service Catalog Password Reset Option

Submitting a Request
1. Log in to https://alorica.service-now.com/sp.

2. Click Request Something.

3. Select Account/Access > Computer Login Reset/Change Password.

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4. Complete the form.

a. Select the domain you want to change your password for. You may reach out to your direct
supervisor, manager, or local IT to validate your domain.

b. Enter name of supervisor who can approve the request.

c. Enter the user name of the account you wish to reset.

The following conditions must be met for the reset to be successful:

• The user name must not contain a domain prefix, such as user\, ncogroup\, or cf\.
• The user name must not contain a domain suffix, such as @alorica.com.
• The user must be an active employee.
You may reach out to your direct supervisor, manager, or local IT to validate your user name.

d. Enter a new password.

The following password complexity requirements must be met for the reset to be successful:

• At least 8 characters
• At least one uppercase and one lowercase letters
• At least one numeric character
• At least one special character

e. Click Submit. You will be directed to the Order Status page.

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The request must be approved by the Employee Supervisor identified in the form (see

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Approving a Password Reset Request (for Employee Supervisors)). Once approved, you should see a message
indicating your password has been successfully reset.

If there is an error that requires manual intervention (see example below), the RITM will automatically be
assigned to the Service Desk.

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Approving a Password Reset Request (for Employee Supervisors)

1. Log in to https://alorica.service-now.com/sp.

2. Select Approvals from the menu ribbon.

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3. Click the Approve button.

4. Select Requests from the menu ribbon.

5. Select Closed from the dropdown box.

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The Service Portal will show an acknowledgement that the password reset request has been successfully
completed.

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Change Log
Author Description of Change Date Revised
Orlando Artigliere Original version November 22, 2019

Jamie Patron Editorial review November 27, 2019

Approval History
Approved by Action Approval date
KC Palma Approved December 2, 2019

Review Policy
This document must be reviewed annually at a minimum or following any changes for relevance.

This document contains information that is confidential and privileged.

Any unauthorized disclosure, use, distribution, or reproduction of it is prohibited.