Operation and Support of Mandatory Multiple Types of Multi-Factor Authentication for Members

Operation and Support of Mandatory Multiple Types of Multi-Factor Authentication for Members

연구 분야: Analysis

학회: SIGUCCS '24: Proceedings of the 2024 ACM SIGUCCS Annual Conference

Osaka Kyoiku University (Osaka National University for Teacher Training; OKU) replaced its Information Infrastructure System in February 2021 and strengthened authentications for all users. In addition to the existing services, we also require users to have Multi-Factor Authentication (MFA) for several cloud services such as Microsoft 365 and Google Workspace. In this paper, we report on the background of the introduction of mandatory MFA for each of the multiple services at OKU, the implementation and support system, and the results and challenges of the implementation of these services. Based on the operational results and support responses from the help desk, we found that inquiries could be categorized into two groups: issues requiring immediate attention during service initiation, and ongoing support for continuous usage. Additionally, certain aspects that users needed to understand while using the services were identified, along with specific information that should be communicated to users when guiding them on service utilization. Accordingly, appropriate guidance and support were recognized as necessary based on the context of usage.