Day-0 Device Onboarding/Offboarding That Cuts Tickets by Design
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Day‑0 Device Onboarding/Offboarding That Cuts Tickets by Design
As workplaces adopt hybrid or remote work models, device management has become more complex for IT teams. Employees are spread across different locations or regions, which makes shipping, collecting, wiping, and redeploying laptops a challenge.
Day-0 device onboarding and offboarding focuses on preparing devices ahead of time so employees can log in and start working immediately. It also involves automating the steps needed when they leave.
In this article, we’ll share how to create an effective Day-0 device onboarding and offboarding design that reduces support tickets.
Deploying Zero-Touch Enrollment Flows with Automated Systems
About two-thirds (68%) of IT leaders plan on reducing manual setup time per device by adopting zero-touch deployment solutions. This approach allows devices to be configured automatically through the cloud before employees even log in.
Instead of preparing each laptop manually, devices are registered in a management system that applies the correct settings as soon as the employee logs in.
Some of the popular cloud solutions are:
#1 - Apple Business Manager (ABM)
ABM is used for Macs, iPhones, and iPads. It connects Apple devices to your company’s management system so they automatically receive the right apps, profiles, and restrictions when powered on.
#2 - Windows Autopilot
Autopilot is designed for Windows laptops. It lets IT define how a device should be configured before it’s shipped, so setup begins automatically the first time the user signs in with their work account.
#3 - Android Zero-Touch Enrollment
Android Zero-Touch Enrollment is used for Android and Google devices. It allows laptops to enroll directly into the company’s management platform during setup without needing IT to touch the device.
When an employee opens a new laptop or phone, they simply log in using their username and password, and watch the system configure itself in minutes. Security settings, Wi-Fi credentials, and important applications are installed automatically.
This removes the need for IT to unbox, configure, and repackage each device. It also helps maintain consistency across offices, roles, and regions
Balancing the Build: What to Pre-Image and What to Deploy Later
When preparing laptops for new employees, you need to decide what should be installed before the device ships and what can wait until the user logs in. This determines how quickly the device is ready and how easy it is to maintain later.
Imaging is a master copy that includes the operating system, drivers, encryption, antivirus, and VPN settings. This image is deployed across new devices for a compliant baseline.
Post-login deployment, on the other hand, uses cloud management tools such as Microsoft Intune or Jamf to deliver everything else after the employee signs in. Productivity tools, communication apps, and department-specific software can be installed automatically in the background.
But loading too much into the image slows down deployment, increases storage needs, and complicates future updates. While pushing too many apps post-login creates a poor first-day experience, as users wait for downloads and installations.
The best way to simplify remote device management is to keep the image lightweight and let the cloud handle the rest. This way, IT teams can update or add software remotely without rebuilding images. Employees also receive a consistent, ready-to-work device experience within minutes of signing in.
Laptop Shipping Delays and How to Avoid Them
Shipping delays are one of the most common reasons employees start without a working device. This can be due to late ordering, limited stock, or relying on a single regional supplier.
You need a strong procurement plan that forecasts upcoming hires, accounts for delivery lead times, and keeps a small buffer of pre-enrolled devices ready to ship. You can partner with regional vendors or use distributed warehouses to reduce customs delays and shipping costs.
Use automation tools like Workday or SAP with your device management or logistics platform to simplify the process.
When a laptop is ordered, the system automatically creates a purchase order, shares shipping details with the vendor, and updates IT on delivery status from one dashboard.
With the right planning, every new hire receives their laptop on time and ready to use.
Making Offboarding Zero Effort for IT Teams
When an employee leaves, manual device returns often create delays, security risks, and lost hardware. You need a strong framework to make sure their device are quickly wiped, securely collected, and fully traceable.
The day-0 device offboarding involves three main steps:
- Remote wipe and access removal: The device is disconnected from company systems, and all stored data is deleted automatically.
- Automatic ticket creation and tracking: An offboarding ticket records device status, triggers courier pickup, and tracks progress until completion.
- Courier pickup and confirmation: A courier collects the device, returns it to the company, and updates the system once it’s received.
To streamline this process, you need offboarding automation tools, like Freshservice, Workwize, or Device Rescue. These platforms connect HR and IT systems so that once an employee’s departure is recorded, the workflow begins automatically.
This helps you record the exit process as soon as it begins. IT teams also spend less time coordinating logistics.
Measuring Day-0 Device Onboarding/Offboarding Success with the Right Metrics
To understand how well your Day-0 strategy works, you need to define your key performance indicators for measurable outcomes. This allows you to modify your IT policies and adopt better technologies for automation.
Some of the important KPIs in Day-0 device management include:
- Ready on start date: This metric shows the percentage of new hires who received their devices on time, configured correctly, and ready to use from the first login.
- First-30-days ticket rate: This metric highlights how well your device setup, app deployment, and user access were handled.
- Device return completion rate: This metric is the percentage of offboarded employees whose devices are recovered, wiped, and reissued within a set timeframe.
- Policy compliance rate: This metric shows the share of devices that meet all defined procedures for security, access, and software installation.
- Employee satisfaction rate: This is measured through surveys or feedback on device readiness and usability.
- Average ticket resolution time: This metric tracks how long it takes to resolve IT issues related to new-hire devices.
By reviewing these numbers regularly, IT teams can pinpoint weak spots in logistics, configuration, or communication.
Final Thoughts
A structured Day 0 device onboarding and offboarding process helps IT teams stay proactive. When automation, clear workflows, and strong IT policies and procedures guide the process, devices move smoothly through their entire lifecycle.
Employees also start their first day with everything they need, while devices are securely collected when they leave. This consistency saves time, protects company data, and reduces support requests.
Over time, these improvements create a stable foundation for a better experience for both employees and IT teams.
