Since Demisto’s inception, our platform has constantly evolved to serve the SOC. During this time, we’ve kept seeing proof that orchestration is about people and processes, not just about technology. As a growing start-up lean on resources and spread across geographies, Demisto needs coordination and organized handling across departments – processes that we found our own platform solved perfectly!
In this article series, we will describe use cases where Demisto helped Demisto follow a process, coordinate across teams, and maximize technology investments.
Employee Onboarding Challenges
The long-held view of ‘honeymoon periods’ enjoyed by new employees can be verifiably contested. In fact, a survey by Bamboo HR found 43% of recipients agreeing with the statement “time and money are wasted because of ineffective onboarding processes”. Couple this industry wisdom with the teething pains experienced by a rapidly growing startup, and you have a cornucopia of challenges at hand.
"Everyone knows that running a start-up is about wearing many hats, but it's important that all hats fit well," says Rishi Bhargava, our co-founder and VP of Marketing. "If I'm time-strapped with other aspects of the business and onboarding is stunted as a result, that's not a good (or genuine) first look into the company for any employee. This playbook strikes a perfect balance between standardizing onboarding flows and maintaining a human connection throughout the process."
Using Demisto for Employee Onboarding
To ensure seamless employee onboarding that oversees periodic communication, role-based administrative tasks, and introductions to company culture, we use a custom Demisto playbook. This playbook orchestrates across more than six product categories, interweaves automated and manual tasks, maintains visibility and accountability for the HR team, and includes checks and balances to ensure there’s no onboarding task slipping through the cracks.
The broad playbook flow is given below:
Fig 1: Playbook flow Demisto follows for new employee onboarding
Let’s study the playbook in greater detail.
Step 1: Automated handover across users and departments
Fig 2: Opening playbook block that automates email ID creation for new employee
The first block of the playbook loops in the new employee, our HR unit, and our development department to generate the employee’s email. An ‘incident’ is created whenever a new employee joins, which is followed by automatically assigning the onboarding to the relevant HR contact. A personalized welcome email is then sent to the employee’s non-company ID, keeping her in the loop about upcoming activities and disseminating information that might be useful for preparation.
This playbook also helps communicate Demisto's company culture without affecting the pace or coordination of onboarding. A personalized welcome email is sent to new employees by DBot, our ML-powered chatbot that resides both in the product and all Demistonian hearts!
Fig 3: Automated and personalized Demisto welcome mail written by DBot
To simplify email ID requests for the new employee, an automated email is sent to the person on the development team in charge of creating new email IDs. This mail contains all the information (pulled from the incident) needed to create the new ID. Once the development team has created the ID, they reply to the automated mail with the email ID. The playbook then parses the ID from the reply and stores it for further use.
With this sequence of tasks, we achieve automated handover across departments, end user engagement through emails as part of the workflow, and a standardized process to ensure nothing goes amiss.
Step 2: Tying up administrative loose ends across account categories
Fig 4: Playbook task block that coordinates across accounts to be created for new employee
Depending on the role of the new employee, she may need to have as many as seven accounts created that relate to finance, travel, sales, and credentials management. With different partners for each of these accounts, it’s easy to get caught in this labyrinth.
We’ve set up a block of both conditional and linear tasks that checks which accounts the new employee needs, automatically creates these accounts whenever API calls to the partner are possible and has manual account creation steps for the HR rep to follow in all other cases.
To keep the playbook lean and decipherable, we have divided these accounts into categories such as ‘finance’, ‘travel’, and ‘admin’. This way, new account heads that get added can easily be added as playbook tasks under the relevant category bucket.
Step 3: Completing the loop
Fig 5: Closing playbook task block that checks back with employee for verification
Now that all administrative tasks are complete, the playbook sends another email to the new employee with the account details of her new email ID. To lace some manual oil on this automated wheel, there’s also a subsequent task where the HR rep calls the new employee and verifies whether she received all the new account details.
Once all these steps are successfully completed, the case is closed.
New employee onboarding is just one of many situations where we use Demisto’s platform to make operations smoother. Stay tuned for more use cases of how Demisto uses Demisto over the coming weeks!
To see Demisto in action, we invite you to download the Community Edition.