Norwood Light Department is a local utility provider serving the town of Norwood, Massachusetts. The organization delivers essential services including electricity and fiber-to-the-home internet for residents and businesses. With a small but critical IT footprint supporting both field workers and office staff, the IT team focuses on keeping systems secure, accessible, and easy to manage without unnecessary overhead.
Managing user access efficiently was becoming increasingly difficult as remote work and authentication needs evolved. Password resets and account unlocks required manual intervention, and the IT team needed better visibility and control over how users authenticated into Active Directory. At the same time, the organization was exploring stronger authentication methods for remote access and hosted systems without overcomplicating the environment.
Norwood Light Department
Public Utilities
Massachusetts, United States
100-500 employees
By deploying ADSelfService Plus, Norwood Light Department gave users a simple way to reset passwords and unlock accounts on their own while maintaining centralized control over authentication. The solution reduced dependency on the IT team for routine access issues, improved visibility into user activity, and laid the groundwork for stronger authentication methods such as MFA for remote access. The IT team gained better control without adding complexity.
With a mix of office users, field workers, and contractors, not everyone required the same tools or cloud access. Some employees used Microsoft 365 daily, while others only needed basic email and internal system access.
The organization also relied on remote desktop access to hosted systems and third-party software environments. As authentication requirements increased, the IT team began exploring stronger methods such as hardware-based authentication and MFA while ensuring everything continued to work smoothly with Active Directory. The team needed a solution that was easy to deploy, flexible enough to grow with future needs, and simple for users to adopt.
Norwood Light Department implemented ManageEngine ADSelfService Plus to simplify password management and establish a stronger foundation for authentication. The deployment focused initially on self-service password reset and account unlock, allowing users to resolve common access issues without contacting the IT department.
The implementation was led by Sreejith, an implementation manager at ManageEngine, who guided the IT team through setup, configuration, and best practices. The onboarding process was smooth, with clear explanations and responsive support throughout.
As users adopted the self-service features, the IT team saw immediate value. Password-related interruptions decreased, and the solution proved intuitive for both administrators and end users. The organization is now well positioned to expand usage into advanced authentication scenarios as future needs arise.
ADSelfService Plus is an identity security solution to ensure secure and seamless access to enterprise resources and establish a Zero Trust environment. With capabilities such as adaptive multi-factor authentication, single sign-on, self-service password management, a password policy enhancer, remote work enablement, and workforce self-service, ADSelfService Plus provides your employees with secure, simple access to the resources they need. ADSelfService Plus helps keep identity-based threats out, fast-tracks application onboarding, improves password security, reduces help desk tickets, and empowers remote workforces. For more information about ADSelfService Plus, visit https://www.manageengine.com/products/self-service-password.
OnboardPro is a ManageEngine service that provides solution implementation to clients upon request. This service includes the installation and customized configuration of ManageEngine solutions. It enables clients to seamlessly begin work without worrying about the complexities of product installation, deployment, and use. Every client environment is unique and requires additional support beyond the basic installation and standard features. With custom onboarding, clients have the option to engage a team of product experts to manage the installation, implementation, customization, and training based on their business needs. For more information, visit manageengine.com/onboarding/manageengine-onboardpro-iam-and-siem-professional-service.html.
Help us help others like you. Spread the word to the community as to how ADSolutions helped you and your business.
Thank you for sharing your comments.
If you don't find a demo link in your inbox within the next few minutes, please check your spam folder.
