4-page Case Study - Posted 4/8/2010
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Services Company Reduces Helpdesk Costs by U.S.$ 1 Million


MphasiS delivers global infrastructure technology outsourcing (ITO), applications services outsourcing and business process outsourcing (BPO) services through a combination of technology know-how and domain and process expertise.

The focus of the organization is around the BFSI (banking, financial services, and insurance) segment, technology industries, healthcare and telecom.

Besides onsite presence at key locations globally, the company, headquartered in India, has an extensive offshore infrastructure for applications, ITO and BPO services. The company is present in 23 geographical locations and employs over 34,000 professionals.

* Microsoft ILM 2007 automates processes, simplifies provisioning, and improves the accuracy and transparency of user information. It has eliminated the need for an outsourced vendor to manage the process, resulting in savings of over U.S.$1 million *
Arvind Joshi – Chief Information Officer, MphasiS Limited
The IT team at MphasiS has a global presence with support staff across locations and is responsible for supporting all employees and internal applications.

While the company has a robust IT infrastructure to manage employees and resources, at the same time, it found it extremely cumbersome to keep users, computers and other directory objects in sync among various databases.

MphasiS has seen unprecedented growth of employee count in the past years. This growth, coupled with the usual challenge of attrition in the India technology market requires the IT team to manage a large number of identities.

“Adding a large number of new employees; as well as managing a small percentage of attrition; results in a large number of identities being added and removed internally. An identity management solution was required to accurately complete this process,” comments Arvind Joshi, Chief Information Officer, MphasiS.

In addition, the company wanted password synchronization, password reset and user self-service functionality across the enterprise to enhance the users’ productivity and thus efficiency.

At MphasiS, users had multiple digital identities. The company found it challenging to provision user access rights to business information and safeguard applications and data from unauthorized access and security threats.

MphasiS sought an integrated solution that could be deployed globally. A solution to simplify managing the life cycle of a user's different digital identities by providing identity synchronization, certificate management, and user provisioning from a single solution.

It was important to build a robust application security network using the policy-based access and establish a single relationship with each user and their entitlements.

Bringing down administrative and overhead costs to hire a third party was another key reason for automating the provisioning and de-provisioning of users and password synchronization.


MphasiS was looking round for a standard solution to resolve all these issues but at a reasonable cost. Because the company was already using Microsoft Server products, it chose Microsoft Identity Lifecycle Manger (ILM) 2007 to help mitigate IT risks while enhancing the employees’ productivity.

The deployment started in April 2008 and completed within 3 months, by June 2008. ILM Server acts as the central identity engine. It has management agents configured for provisioning to Active Directory, Microsoft Exchange Server, SQL Server and Oracle Apps based applications. The application automates identity management based on business roles. Thereby it automatically maintains consistent identity information across a wide range of directories, databases, and other system across the enterprise.


Microsoft Identity Lifecycle Manager (ILM) 2007 knows its users and what systems they use, thus provides the access and updates the information accordingly. It updates credentials, security certificates and smart cards automatically. It synchronizes various systems used by a person and thus mitigates the security risks and dependability on help desks.

Comments Arvind Joshi, Chief Information Officer, MphasiS, “Microsoft ILM is of critical importance in the business operation of any large enterprise. It allows the organization to manage the risk of the on-boarding and off-boarding business process with accuracy – and this, in turn has a significant impact on timely revenue (on-boarding) and on risk reduction (off-boarding).”

Reduces Helpdesk Cost by U.S.$ 1 Million
With Microsoft ILM 2007, MphasiS benefits from improved IT productivity and reduced administrative costs. “Microsoft ILM 2007 automates processes, simplifies provisioning, and improves the accuracy and transparency of user information. It has eliminated the need for an outsourced vendor to manage the process, resulting in savings of over U.S.$1 million,” says Shashank More, Leader – Information Technology Outsourcing, MphasiS Limited.

Streamlines Self-service Password Management
Microsoft ILM 2007 extends powerful self-services capabilities to its users. It offers its users’ various self-help tools to manage all the routine tasks, such as changing passwords or resetting smart card PINs. This indirectly enhances the efficiency of the users and reduces the calls to the help desks. “The Self Service Password reset is provided using password reset portal for ILM. The human resource management system (HRMS) feeds the employee information to Microsoft ILM 2007,” comments Sudarsana T P, Manager – Information Security, MphasiS Limited.

“This implementation ensures compliance with what we commit to our clients. Within 24 hours of an employee resigning, the email and access to all applications is automatically disabled. We come across as more reliable and secure partners and hence have an edge over the competition,” he explains further.

Automated Processes Streamlines Provisioning, Increases Productivity
Mphasis has been able to streamline provisioning and de-provisioning, of employees, giving them access to particular software and applications relevant for a particular customer. It also enables audit of digital certificates and smart cards, along with increased security through use of strong, multi-factor authentication technology.

“We have been able to drastically reduce the time for an employee to be productive, from a few days to under an hour… A new employee is completely IT enabled,” adds Shashank More. “This means that our employees are billable within 24 hours of joining the organization – the enables us to increase topline.”

Minimizes unauthorized access, increases security
Microsoft ILM 2007 mitigates risks by enforcing and tracking identities across the enterprise. The company is using a two-factor authentication for employees who log in through the Internet. “We have a strong identity based authentication to corporate assets be it on-premise or in the cloud from virtually any location or device,” says Surajit Sarkhel, Leader – Information Security, MphasiS Limited.

Solution Overview

Organization Size: 33000 employees

Organization Profile

Headquartered in Bangalore, MphasiS is present in several countries across the world.  With over 34,000 employees, the company provides infrastructure, applications, and BPO services to global clients.

Business Situation
Identity management and the ability to move employees from one project to another is a very important and costly affair. A simpler, cheaper and automated process was required.


MphasiS decided to implement Microsoft Identity Lifecycle Manager 2007, based on its feature set as well as cost effectiveness.

  • Reduced helpdesk cost by U.S.$ 1 million
  • Streamlines self service password management
  • Automated processes streamlines provisioning, increases productivity
  • Minimizes unauthorized access, increases security


Third Party Software

Software and Services
Microsoft Identity Lifecycle Manager 2007

Vertical Industries
IT Services


Business Need
Data Protection and Recovery

IT Issue
Identity, Security and Access Management