Improving User Management and Self-Service Across Active Directory and Microsoft 365
Standardising user provisioning, enabling self-service, and delivering a fully localised identity management experience across a 4,000-user environment.
Energy sector. Client details have been anonymised, but the scenario reflects a real engagement.
Snapshot
- Industry: Energy
- Organisation size: Approximately 4,000 users
- Environment: Active Directory and Microsoft 365
- Challenge: Inconsistent user management and reliance on helpdesk processes
- Solution: Workflow-driven identity management with self-service and modern authentication using Adaxes
- Outcome: Standardised processes, reduced helpdesk workload, and improved user experience
The Situation
User provisioning and account management were largely handled through manual processes, leading to inconsistencies across the environment. The helpdesk managed a high volume of requests, particularly for account creation and password resets.
There was also no structured approach to managing third-party accounts, creating inefficiencies and potential security concerns. In addition, as a Portuguese-based organisation, it was important that any solution aligned fully with language and usability requirements for end users.
The Challenge
- Inconsistent user creation and management processes
- High dependency on the helpdesk for routine tasks
- No self-service capability for password resets
- Limited control over third-party account management
- Requirement for a fully localised user experience
- Need for a more secure and modern authentication approach
Why Change Was Needed
Manual processes were not scalable and introduced delays, inconsistencies, and unnecessary workload for IT teams.
The organisation needed a more structured and centralised approach to identity management, enabling consistent provisioning, reducing reliance on the helpdesk, and improving the overall user experience—while also meeting localisation requirements.
The Approach
Armstrong worked with the organisation to design a structured identity management model aligned to Active Directory and Microsoft 365, with a focus on automation, consistency, and usability.
- Defining standard workflows for user provisioning and lifecycle management
- Designing self-service capabilities for end users
- Introducing a structured approach to third-party account management
- Ensuring full localisation to support Portuguese users
- Implementing modern authentication using SAML
The Engagement
Armstrong worked with the organisation to implement a structured, workflow-driven approach to identity management, replacing manual processes with a consistent and automated model.
The engagement focused on improving usability as well as control, ensuring that both IT teams and end users could interact with the platform effectively through a fully localised interface.
This provided a foundation for ongoing refinement, allowing the organisation to extend automation and improve processes as requirements evolve.
The Solution
A comprehensive identity management solution was implemented using Adaxes, providing a consistent and centralised approach to user lifecycle management.
- Workflow-driven user creation and management
- Self-service password reset functionality
- Delegated management for third-party accounts
- Full localisation of the user interface into Portuguese
- SAML-based authentication for secure access
- Centralised control and policy enforcement
What This Replaced
- Manual and inconsistent user provisioning processes
- High volume of helpdesk-driven password resets
- Lack of governance over third-party accounts
- Non-standardised identity management practices
How It Works in Practice
Identity management is now consistent, automated, and easier for both IT teams and end users to manage.
- Helpdesk staff follow standardised workflows for all user tasks
- Users can reset their own passwords without IT involvement
- Staff can securely manage third-party accounts where required
- Authentication is handled via SAML for improved security
- The interface is fully localised in Portuguese for ease of use
The Outcome
The organisation moved from a manual and inconsistent model to a structured and user-friendly approach to identity management.
- Consistent and standardised user management processes
- Significant reduction in helpdesk workload
- Improved user experience through self-service
- Greater control over third-party account access
- Fully localised solution aligned to user needs
- Enhanced security through modern authentication
Key Takeaways
- Workflow-driven automation improves consistency and efficiency
- Self-service significantly reduces helpdesk workload
- Delegation enables control without increasing IT overhead
- Localisation is critical for user adoption
- Modern authentication improves both security and usability
