Large NZ retailer Automates Identity Lifecycle Management
Managing 104,000+ provisioning requests annually across 11,700 users
Key Outcomes
104,000+ automated provisioning requests processed annually
11,700+ workforce identities managed through Activate
22,718 support hours saved each year
Reduced licensing and development costs
Improved service delivery across the organisation
Client Snapshot
Organisation: Nation-wide NZ-owned retailer
Industry: Retail
Scale: 11,700+ workforce identities
Environment: Microsoft 365, Active Directory, PayGlobal HRIS
Use Case: Identity lifecycle and asset management automation
The Challenge
Our customer, a large NZ-owned retailer, relied on an incumbent ITSM platform to manage identity lifecycle processes and asset provisioning. However, attempts to implement effective automation through this platform proved difficult and costly.
The organisation faced several challenges:
Limited lifecycle automation for user provisioning and asset management
Slow and inconsistent vendor support impacting project delivery
Unexpected development and maintenance costs
Manual workarounds and fragmented tools that created operational delays
These limitations affected service delivery and increased operational complexity for both IT teams and end users.
They needed a more reliable and scalable approach to managing workforce identity and access. The chose our Activate Identity Operations solution.
The Solution - Activate Identity Operations
Our customer expanded its use of Activate as the core identity lifecycle automation platform, while using Jira Service Management (JSM) for incident and change management.
This approach allowed them to separate service management workflows from identity lifecycle automation.
Key capabilities included:
Automated Identity Lifecycle Management
Activate handles provisioning, de-provisioning and role-based access management across the organisation.
HR and System Integration
Integration with PayGlobal and other systems ensures identity updates are triggered automatically based on workforce changes.
Unified Access Provisioning
Access to applications, services and assets is automatically assigned according to user roles and organisational structure.
Integration with Microsoft 365 and Active Directory
Automated provisioning across core Microsoft systems improves operational efficiency and supports future security initiatives.
Complementary ITSM Integration
Jira Service Management manages incidents and changes while Activate automates service request fulfilment.
Business Impact
By centralising identity lifecycle automation within Activate, our customer significantly improved service delivery and reduced operational complexity.
The organisation now benefits from:
Faster and more reliable access provisioning
Reduced operational and development costs
Improved integration across HR, identity and IT systems
A scalable platform ready to support future security and governance initiatives
The solution has enabled them to modernise identity lifecycle management while supporting a large and dynamic workforce.
“Activate’s tight integration with our systems and its robust automation capabilities have streamlined processes and significantly reduced cost”
Key Outcomes of deploying Activate’s Identity Operations Solution
104,000+ automated provisioning requests processed annually
11,700+ workforce identities managed through Activate
22,718 support hours saved each year
Reduced licensing and development costs
Improved service delivery across the organisation