Maximizing Microsoft Identity Manager (MIM) Efficiency for a Global Consumer Goods Leader

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A leading global consumer goods company recently partnered with Oxford Computer Group to improve and stabilize their Microsoft Identity Manager (MIM) environment. As the organization evolved and expanded, its existing identity platform struggled to keep pace with business needs, creating delays, inconsistencies, and operational pressure.

The challenge

The company relied on MIM to manage a large, complex identity estate. However, several issues were impacting performance, accuracy, and resource allocation, including:

  • Misalignment between MIM configuration and business rules for identity and group management.
  • Manual processes to fill MIM configuration gaps
  • Intermittent and unexplained synchronization delays
  • Limited internal MIM expertise
  • Competing demands on internal teams required to maintain and troubleshoot the platform

With their MIM managing over 170,000 internal and external identities and 190,000+ groups, even small inefficiencies had a significant business impact. With internal resources stretched thin, they sought a trusted partner to assess, stabilize, and enhance their identity management platform.

The solution

Computer SolutionThe company engaged Oxford Computer Group for our deep expertise in MIM and long-standing experience supporting complex identity environments. To ensure a pragmatic and cost-effective engagement model, they adopted a combination of a fixed-price “all-you-can-eat” MIM support contract, complemented by additional time-and-materials (T&M) call-off consultancy for larger, well-defined pieces of work.

This blended approach ensured frictionless access to expertise, allowing day-to-day issues and incremental improvements to be handled efficiently under support, while enabling bigger enhancements to be delivered transparently and with clear value for money.

Comprehensive Assessment

Our team began with a comprehensive review of the existing MIM deployment, identifying configuration gaps, errors, and performance bottlenecks. From there, we developed a tailored roadmap for targeted remediation, clearly separating minor fixes from larger improvement initiatives.

Targeted Remediation

Our experts quickly addressed issues that were negatively affecting reliability, security, and efficiency. Many fixes were delivered as part of the support contract, while more substantial changes were scoped and delivered via T&M, ensuring the customer only paid for additional effort where it made sense.

Proactive Support and Monthly Oversight

MIM support contractThrough our fixed-price MIM support contract, the organisation gained access to:

  • Ongoing advice from MIM specialists
  • Monthly system health reviews
  • Prioritized recommendations
  • Rapid incident resolution
  • Error monitoring and early-issue detection
  • Unlimited minor fixes

This proactive model restored stability across the identity platform, reduced operational noise, and prevented issues from escalating, while the flexible T&M option ensured larger initiatives could progress without delay or procurement friction.

Immediate Value

Onboarding was quick, straightforward, and with minimal disruption. Our team began resolving issues almost immediately, and many improvements the company initially expected to require T&M were already covered under the support contract. Where larger changes were needed, call-off provided a transparent and efficient mechanism to deliver them without delay.

The results

With the environment stabilized and support in place, the organization achieved measurable improvements:

  • Faster, more reliable synchronization cycles
  • Improved security and automation of joiner/mover/leaver (JML) and external user processes
  • Greater end-user satisfaction with identity services
  • Increased operational efficiency, allowing internal teams to refocus on other priorities
  • Strengthened internal capability through ongoing knowledge transfer
  • Immediate benefits, thanks to rapid onboarding and included fixes

What’s next?

As the company continues to grow – particularly through acquisition – we will continue to support their future MIM initiatives, and help them plan their transition to a cloud-first identity approach when the time is right.

Need help with your MIM environment?

Whether you are facing performance issues, configuration gaps, or need peace of mind that your identity platform is secure and well-supported, we are here to help. Contact us now to discuss your requirements.

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