An IT services and content management firm replaced ticket-driven onboarding and a manual offboarding checklist with HR-triggered joiner and leaver playbooks into Entra ID and Microsoft 365.
Systems
Zoho People (HR), Entra ID, Microsoft 365 and Exchange, Salesforce, Slack, Confluence, AWS, Jira Service Management
Drivers
Remove manual IT work and missed steps from onboarding and offboarding
Challenges before BalkanID
- New hires and leavers were requested through Jira tickets, and IT provisioned or removed access by hand.
- Offboarding followed a manual checklist, so completeness depended on who ran it.
- Different worker types (contractors and full-time staff) needed different licenses and groups, which was easy to get wrong.
What they implemented
- HR events from Zoho People trigger BalkanID joiner and leaver playbooks.
- Joiner: Entra ID account, security groups, Microsoft 365 license and distribution lists, with license type set by worker type.
- Leaver: access removed on the exit date, with a detailed email when any step needs attention.
- Tested end to end in a BalkanID sandbox before production, at the customer's request.
- IAM Risk Analyzer findings across Entra ID and AWS.
Outcomes
- Joiner and leaver automation live in production, with no IT ticket needed for standard onboarding or offboarding.
- License and group assignment consistent by worker type.
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