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iLink Solutions | Case Studies | A leading M2M Wireless Solutions provider

Customer – A leading Electronic Manufacturing company

Value Proposition – Business Process Automation & Identity Management, Improved Operational Efficiency, User Self Service Enablement

The Challenge

As the customer has their email service migrated to Office 365. Currently their employees don’t have an option to reset their domain account password or change their password using any mechanism. They have to call the help desk for this activity, and this incurs time and cost for the organization. In order to improve the operational efficiency and also to reduce the cost of password reset, customer is looking to have a comprehensive solution for allowing users to self-manage their passwords and reset it using a self-service mechanism.


At the same time customer has their user accounts for employees and contractors in various HR systems. There is no single source of truth leading to user data conflicts across systems. This leads to a lot of manual effort in provisioning and de-provisioning the users in AD which in turn results in lost productivity and increased operating expenses. Customer has a strategic initiative to streamline this user data by using an Identity Management Solution (IMS) such that this new IMS resolves all the aforementioned issues and streamlines the entire process of on-boarding and off-boarding users.

The Solution

iLink proposed and implemented Forefront Identity Manager (FIM) 2010 R2 as the solution for Self Service Password Reset and Management. This implementation has addressed the password reset challenge by enabling end users to change or reset their password using Password Reset portal or from their domain joined machine.


Utilizing FIM iLink has implemented employee onboarding and offboarding workflow process integrating Workday HR System, IT Service Management System ServiceNow and Active directory, reducing the overall onboarding time of employee and automated resource provisioning. This workflow has also corrected errors in employee attributes across the system as the right truth of source has been identified and updated across the various systems.

The Outcome

  • User managed password and self service password reset portal
  • Standardized user attributes across IT and HR systems
  • Automated workflow for user account/email account provisioning and deprovisioning Manual was 14 days – Automated is 3 days
  • Automated service tickets for physical resource provisioning
  • User managed distribution groups
  • Group membership based security policy
  • Reduced help desk tickets & Reduced operational cost