Town of Plymouth simplifies password self-service and reduces IT dependency with ADSelfService Plus

Business challenges

The organization was already familiar with ManageEngine products through an existing vendor relationship, which made ADSelfService Plus a natural option to evaluate. After reviewing the solution and running a free trial, the IT leadership team approved the deployment based on its ease of use and immediate value. Although the organization already used a separate vendor for VPN and MFA enforcement, password self-service, policy enforcement, and expiration notifications were critical gaps that needed to be addressed without complicating the IT environment.

The problem

Before deploying ADSelfService Plus, the Town of Plymouth did not have a self-service mechanism for password resets or account unlocks. Users were completely dependent on IT admins for password-related issues, which led to avoidable delays and increased operational load on the cybersecurity team. Additionally, users were often unaware of upcoming password expirations. This resulted in last-minute lockouts, productivity loss, and reactive password resets instead of proactive credential management. The IT team needed a secure, user-friendly solution that would reduce dependency on the help desk, while maintaining control over authentication and security policies.

The outcome

The Town of Plymouth implemented ADSelfService Plus to provide secure password self-service and proactive password management for both the town and police department tenants.

Key capabilities implemented included:

• Self-service password reset and account unlock
• Password expiration and notification alerts
• Password policy enforcement
• Authentication using security questions, Google Authenticator, and Microsoft Authenticator

Licensing was split across both environments, allowing controlled rollout while keeping room for future expansion.

The onboarding and configuration were handled through ManageEngine’s OnboardPro service, with Sreejith serving as the dedicated implementation manager.

By deploying ADSelfService Plus, the Town of Plymouth enabled users to securely reset passwords and unlock accounts on their own, significantly reducing IT involvement in routine identity tasks. Password expiry and notification alerts helped users take action before lockouts occurred, improving productivity and reducing disruptions. The solution delivered immediate operational relief for the cybersecurity team while improving the overall user experience across both the town and police department IT environments.

About ADSelfService Plus

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

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.