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A 1200+ sighs of relief for the IT department at City of Grand Rapids with 'Password Self Service' by ManageEngine ADSelfService Plus!

Business Needs

'City of Grand Rapids' wanted a web based self service solution that paved way for the 1200-strong administration team to manage their account unlocks from their desktops. Incidents where users locked down their accounts were so commonplace and frequent, that Grand Rapid's IT department found themselves spending a major portion of their business day "unlocking accounts" - a secure account unlock system had become a paramount need!






City of Grand Rapids

"We chose ManageEngine ADSelfService Plus, because it provided the much needed 'password self service' tool at the right price, crucial for our 24/7 city administration. The deployment is extremely simple, and very cost effective, and we have had some very good success with the product."

- Jason Poort, Systems Engineer.


ADSelfService Plus with its web based password self service solution, empowered the employees in password management and account update, without the need for Helpdesk's aid:

  • Self Reset Password / Unlock accounts without Helpdesk.
  • Users Update/Modify personal info in Active Directory real-time, i.e. continuous update of data by all the users in the domain.

Needless to say, administering an economically diverse 1 million community is an uphill task, without the need for added stress of 'locked out accounts', sparking tension and crippling critical duties.

ADSelfService Plus provides a platform for password reset self-serve, by allowing users to formulate alternate identity markers 'security question and answers' and authenticate using the set identity markers. The solution helped to lessen the pressure on the on-call personnel. ADSelfService Plus has a host of features that are vigil upon the software installation in order to ward off unwarranted threats. An administrator on the other hand can make avail of the many security features and enforce them for a more enhanced security. Despite providing all these measures, the product is simple, because at the end - it is all about end-user self-service.


Other than benefiting from the prerequisite requests:

  • Self password management portal for domain users.
  • Manage Account Unlock.
  • Update Personal information on AD.

City of Grand Rapids also gets to gain from:

  • Reduced critical password tickets.
  • Reduced demanding accounts unlock tickets.
  • Notify users via email of their soon-to-expire passwords.
  • Minimize Helpdesk time and workload.
  • Identity Verification by Secret Questions (Password Policy).
  • Generate User list and account status reports.
  • Address Identity Management Password Challenges using Self Service.

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

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