Chosen for the MxDR service of Wortell... And then?
Suppose you have your house renovated. In the preliminary phase, we think along with you extensively. Your wishes are discussed, there is a clear plan and you have confidence in the party that will carry out the job. Everything feels good, so you agree.
But as soon as the renovation starts, that feeling changes. The planning is unclear, you don't know who your point of contact is and you hardly get any answers to questions. The trust that has been built up in the preliminary phase is suddenly severely dented during the implementation.
In short: a lot of enthusiasm beforehand, a downer after you have paid. Unfortunately, that also occurs far outside this situation. For example, it can also happen as soon as you sign an MxDR service: after pleasant conversations with a security party, you trust them with the 24/7 protection of your most important IT environment ... and then experience radio silence.
Do you recognize this? We don't!
Happy flow: from introduction to operation
At Wortell we speak of a happy flow. It starts during the introduction and continues during the implementation and the operation.
How do we create this happy flow ? First of all, through predictability. What will happen in the next three months? What do we expect from you and the other parties in your chain (such as the service provider you are saying goodbye to or the party that manages your workplace or network infrastructure)? This way you know in advance what needs to be done technically and organizationally to properly connect the service and you will not be faced with surprises along the way.
In addition, you work with a permanent onboarding team: a group of Wortellers who do nothing but connect new customers. They work with best practices, templates and standards. As a result, they act quickly and concretely.
The contact you have with Wortell is not limited to non-verbal communication. Of course, we exchange information via email and Microsoft Teams. But we also speak to each other regularly. We explain what happens, why certain choices are made and what that means for your organization.
We are active, keep our promises and clearly indicate where opportunities and limits lie. If you do the same, we achieve a 'golden collaboration': after all, through two-way traffic, we really get to know your environment and organization through and through. And so we go for a collaboration that exceeds the sum of its parts.
First swim dry, then take the plunge
We go through the process through fixed steps. Every onboarding starts with an assessment: a 'photo' of your current situation. What does your infrastructure look like? Where is the potential for improvement? Where are your biggest risks? We map out these kinds of things to discuss them with you.
We also record the answer to one key question: can we intervene in your IT infrastructure as soon as there is a need to do so? If so, do we have full or partial authority in this regard? And in which scenarios does this apply exactly? The conversations we have about this result in a file with concrete agreements and procedures.
Then the technical work begins. Our certified specialists further organize the defense and ensure that we have the right eyes and ears within your IT infrastructure. They also link your environment to our monitoring tooling.
After everything has been validated, we unleash Wortell's use-case library on your environment. This consists of hundreds of use cases that we have built up ourselves and are continuously refining based on our experience in different customer environments. We look at how they behave within your infrastructure, check that everything is properly targeted and filter out noise and unnecessary alarms, also known as 'false positives' .
This refinement work usually takes two to three weeks. During this period, our Cyber Defense Center gets used to your environment. And your environment gets used to us.
After this period of 'dry swimming' along the edge, we take a dip in the pool: the service goes live.
From delivery to maintenance: stay informed via the customer portal
We will not leave you to your fate in this phase either. You don't get a link to the documentation with the request to find out for yourself how everything works. We explain how the service works and train you in the use of our customer portal.
What should you imagine with this customer portal? Think of an app that you can't live without in your private life. For example, a health app that keeps track of how many steps you take, how much water you drink and whether you have taken your medication. Or the navigation system you've relied on for years when you hit the road.
That is what Wortell's customer portal does for MxDR customers. Are you wondering what's going on right now? Then open the portal to find everything you want to know about the service.
On to the future with a roadmap
Security is never 'finished'. That is why we already determine the roadmap together during onboarding for the phases that will follow: changes, optimizations and adjustments.
Sometimes we put something on that card that is important, but that you are not ready for yet. For example, is there still a lot of on-premise infrastructure running and is a migration already planned? Then it makes little sense to take all kinds of security measures for that now. That project will be on the roadmap, so that we know when we are going to pick it up.
With the roadmap, we also prevent your technology and procedures from aging while threats and regulations continue to develop. Together, we draw up a governance structure. Who is responsible for what? Who talks to whom, at what time, and about what subject? We record these kinds of things. So that you can explain internally what the collaboration looks like.
Curious about what MxDR can do for your organization? You can read more about it here.