Self-Service Password Reset User Guide

Scope
This guide will direct all Alorica users through the password reset through two different
methods:

 The Self Service Portal - the quickest and easiest way to reset your
password.

o Self Service

Using the Self Service Portal – Forgot/Reset Password- Self Service

1. Ensure you're either on the Alorica network (in-center) or on VPN.

2. Go to https://alorica.service-now.com/sp

3. Click on the "Forgot/Reset Password? Click here to Reset password" link

under "Remember me".
4. Select the domain password you want to reset.
 5. Type in your username (e.g. AU001234567) and check the I’m not a
robot box.

1. You will be prompted with CAPTCHA verification. Select the appropriate boxes as
instructed and click the Verify button.
 If you selected the wrong images, you will receive an error message and will be
asked to perform the CAPTCHA again until you get it right.

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

6. You'll be asked common security questions you're already used to answering.

Click Next after each question.
1. Enter your new password and click Reset Password.

Password Reset Requirements

At least 8 characters
At least one uppercase and one lower case letter
At least one number
At least one special character (!@#$%&*?+-=)
Cannot use your previous 10 passwords

A Request in progress box will indicate that the system is resetting your password.
1. Once you have successfully completed the password reset, you will be
directed to the Service Portal home page. You have successfully reset your
password.
 MFA Setup with Microsoft Authenticator App for Cisco 1.5c

Sign in to https://aka.ms/mfasetup on a separate device for easier scanning of QR code

Click next on “More Information Required”

Webpage will ask to download the Authenticator App by default. Click “Next” after downloading the

app.
In the app, click “add account”, choose “work or school account” then “Scan a QR code”.
Click “Next” in the MFAsetup webpage to proceed to the QR code.
You may scan the QR code on screen with the app. If in case the user uses the same phone to access the
MFAsetup page, click “Can’t scan image” then copy/paste the Code and URL into the Authenticator App.

Hit “Next” afterwards.

Approve the notification pop-up on phone then select “Next” once the page confirmed the approval.
Setup the security questions and complete the process by clicking “Done”.