The fast-paced business environment ensures employees are seamlessly integrated or disengaged from an organization. It is crucial to maintain operational efficiency and security. Onboarding new employees and offboarding departing ones are complex, multi-step processes that require coordination between multiple departments—HR, IT, security, and others. Managing the lifecycle of employees can be time-consuming and error-prone. Therefore, if not done correctly, it can lead to security vulnerabilities or reduced productivity.
This is where DiliGenie’s IT Service Management (ITSM) solution shines through its Service Request Module, which automates the onboarding and offboarding processes.
The Power of Parent-Child Ticketing
At the heart of DiliGenie’s Service Request Module is its powerful Parent-Child Ticketing System. This system is designed to streamline the coordination between departments, ensuring each task in the onboarding or offboarding process is handled efficiently by the appropriate team.
Here’s how it works: when HR submits an onboarding or offboarding request, DiliGenie creates a Parent Ticket that captures the overall process. Underneath this Parent Ticket, the system automatically generates Child Tickets, each corresponding to specific tasks that require completion.
For example, during onboarding, Child Tickets might include:
- Setting up Active Directory IDs for the new hire
- Providing access to key systems like SharePoint
- Configuring VPN access
- Issuing a company laptop or mobile device
Each of these Child Tickets is then routed to the correct Assignment Group—such as IT, device management, or security—ensuring that the right tasks are completed by the appropriate teams. This level of organization helps avoid bottlenecks, miscommunication, and delays, ensuring that the onboarding or offboarding process moves smoothly.
Onboarding: A Seamless Experience
One of the most common challenges organizations face during onboarding is keeping track of all the different systems and accesses a new hire needs. DiliGenie’s Parent-Child Ticketing System removes the manual coordination burden from HR and IT teams.
For example, once the Parent Ticket is generated, the system ensures that Child Tickets for setting up the new hire’s email, user IDs, and access to internal systems are automatically created and sent to the appropriate teams. Each team works on their individual Child Ticket, but the Parent Ticket remains open until all Child Tickets are resolved, ensuring no task is left incomplete.
By using this approach, HR can keep track of the onboarding process from a single interface, and the system will notify HR once every task is completed. This ensures that the employee is fully prepared and equipped on their first day, enhancing their onboarding experience and allowing them to be productive from the start.
Offboarding: Security and Compliance First
The offboarding process is as critical as onboarding, especially for security and compliance. A smooth offboarding ensures that departing employees no longer have access to internal systems, that company devices are returned, and that all secure accesses such as VPNs or administrative privileges are revoked. This is vital in preventing potential security risks and safeguarding company data.
Along with onboarding, DiliGenie’s Service Request Module streamlines the offboarding process through its Parent-Child Ticketing System. When HR initiates an offboarding request, a Parent Ticket is created, and Child Tickets are generated for tasks such as:
- Revoking access to internal systems
- Deactivating VPN credentials
- Recovering company-issued devices like laptops and smartphones
The Parent Ticket remains open until all Child Tickets are completed, ensuring that every step of the offboarding process is handled thoroughly. DiliGenie’s automated workflow minimizes the chances of a departing employee retaining unauthorized access to company systems, thus enhancing security and compliance.
Managing SLAs: Ensuring Timely Completion
One of the standout features of DiliGenie’s Service Request Module is its robust Service Level Agreement (SLA) tracking. Both Parent and Child Tickets have their SLAs, ensuring that each task is completed within a specified timeframe.
For example, if a Child Ticket for configuring VPN access has a 48-hour SLA, the system will notify the relevant team to ensure they complete the task on time. If they do not, the ticket is escalated to ensure it doesn’t slip through the cracks.
This kind of SLA management is essential for keeping both onboarding and offboarding processes running smoothly. With DiliGenie’s system, you won’t have to worry about one task holding up the entire process. Once all Child Tickets are closed the Parent Ticket will close, guaranteeing a thorough process.
Problem Management: Handling Recurring Onboarding Issues with Root Cause Analysis
Onboarding sometimes reveals recurring technical problems, such as software not installing correctly or unstable network access. If not addressed, these recurring issues can cause delays. DiliGenie’s Problem Management Module enables IT teams to analyze the root cause of these problems and implement long-term solutions.
With DiliGenie, the IT team can analyze patterns in onboarding-related incidents and create problem records that track their lifecycle. For instance, if multiple new hires experience the same access issue, the manager can identify the root cause on the portal and implement a permanent solution to prevent future occurrences.
Project Management: Coordinating Employee Onboarding Tasks
Managing multiple onboarding tasks across departments can be overwhelming, especially equipment setup, account creation, and workspace preparation. DiliGenie’s Project Management module ensures that all onboarding tasks are tracked, organized, and completed on time.
For every new hire, a recruiter can create a new project that includes all necessary tasks, such as setting up email accounts, assigning equipment, and configuring software. The project management module allows HR, IT, and Facilities teams to collaborate effectively, ensuring all tasks are completed by the employee’s start date, preventing any gaps in the onboarding process.
Why DiliGenie?
DiliGenie stands out as a solution for organizations looking to streamline their HR and IT processes. Here’s why:
- Automated Workflows: DiliGenie eliminates the manual coordination that often slows down onboarding and offboarding processes. By automating task generation and tracking, DiliGenie saves time and reduces human error.
- Improved Coordination: The Parent-Child Ticketing System ensures that the right teams handle the right tasks, keeping everyone in sync and minimizing bottlenecks.
- SLA Management: SLAs are tracked at both the Parent and Child Ticket levels, ensuring that all tasks are completed on time and nothing is missed.
Compliance and Security: The thoroughness of the offboarding process helps protect sensitive company data and reduces security risks by ensuring all access is revoked promptly.
Conclusion
Managing the employee lifecycle, from onboarding to offboarding, is a critical process that affects an organization’s operations and its security posture. DiliGenie’s Service Request Module simplifies these processes by automating workflows, ensuring compliance, and reducing errors. Whether you’re welcoming a new hire or handling the exit of a departing employee, DiliGenie makes it easy to ensure that nothing is missed, saving you time and improving the experience for everyone involved.
To streamline your onboarding and offboarding processes, DiliGenie’s Service Request Module is the tool to make the entire process stress-free, efficient, and secure.
