Bringing User Management Back In-House for an NHS Trust
Enabling a smooth transition from an outsourced service desk to an internal team with simple, consistent identity management across Active Directory and Microsoft 365.
Healthcare sector (NHS). Client details have been anonymised, but the scenario reflects a real engagement.
Snapshot
- Industry: Healthcare (NHS)
- Organisation size: Approximately 6,000 users
- Environment: Active Directory and Microsoft 365
- Challenge: Transitioning user management from an outsourced service desk to an internal team
- Solution: Simplified, workflow-driven user lifecycle management using Adaxes
- Outcome: Faster processes, reduced costs, and a more manageable environment
The Situation
The organisation was transitioning away from an outsourced service desk model and bringing user management back in-house.
This required establishing a new internal helpdesk capability that could efficiently handle user lifecycle tasks without relying on the complex or inconsistent processes previously managed externally.
The Challenge
- Onboarding a new internal helpdesk team quickly
- Lack of simple, standardised processes for user management
- Risk of disruption during the transition
- Need to manage joiners, movers, and leavers efficiently
- Pressure to reduce operational costs while improving service delivery
Why Change Was Needed
Moving to an in-house model created an opportunity to improve how user management was delivered.
However, without a structured approach, there was a risk of replacing one inefficient model with another. The organisation needed a solution that prioritised simplicity, consistency, and ease of use for the new helpdesk team.
The Approach
Armstrong worked with the organisation to design a simplified identity management model aligned to Active Directory and Microsoft 365, focused on usability and repeatability.
- Designing clear workflows for joiners, movers, and leavers
- Simplifying user management processes for non-specialist staff
- Ensuring consistency across all lifecycle actions
- Supporting a controlled transition from outsourced to internal operations
The emphasis was on creating a system that could be used confidently by the new internal team from day one.
The Engagement
Armstrong worked with the organisation to support the transition from outsourced services to an internal helpdesk, providing both the tooling and structure required for effective user management.
The engagement focused on simplifying processes and ensuring the new team could operate independently, with clear workflows and minimal reliance on specialist knowledge.
This enabled a smooth transition, reducing disruption while improving how user lifecycle tasks were delivered.
The Solution
A workflow-driven user management solution was implemented using Adaxes, making routine tasks straightforward and consistent.
- Automated handling of joiners, movers, and leavers
- Simplified interface for helpdesk staff
- Standardised processes for all user changes
- Centralised management of user accounts
- Reduced reliance on manual and inconsistent processes
What This Replaced
- Outsourced service desk processes
- Inconsistent and manual user management approaches
- Complex or unclear workflows for helpdesk staff
- Higher operational costs
How It Works in Practice
User lifecycle management is now structured, repeatable, and easy for the internal team to follow.
- New users are created using guided workflows
- Changes to roles or user details are handled consistently
- Leavers are processed quickly and securely
- Helpdesk staff use a single platform for all user-related tasks
- Processes are easy to learn and require minimal training
The Outcome
The organisation successfully transitioned to an in-house service desk while improving efficiency and reducing costs.
- Smooth transition from outsourced to internal operations
- Faster handling of user requests
- Reduced operational costs
- Improved consistency and accuracy
- Easy-to-use system for helpdesk staff
- A scalable model for future growth
Key Takeaways
- Bringing services in-house requires the right supporting tools
- Simplicity is critical for new or growing helpdesk teams
- Workflow-driven processes improve consistency and efficiency
- Automation reduces both cost and operational risk
