Tech Leader Standardises Remediation While Maintaining Data Confidentiality with ServiceNow

Written by Michael Henderson | Sep 19, 2024 7:24:31 PM

As a global leader in delivering digital experiences, this client recognised an opportunity to enhance their own security incident experience and drive efficiency gains using ServiceNow Security Incident Response (SIR).

Project Snapshot

>40%

estimated reduction in manual tasks

assignment workflows created

playbooks automated

Client size: 100,000+

Client industry: Technology

Client location: Global

Key Challenges

	Lack of security due to overly customised ITSM Incident application being used for security incident purposes.
	Manual entering of alerts from multiple sources led to labor intensive swivel chair process.
	PDF-based playbooks lacked standardisation, causing transparency challenges and inefficiencies with incident record updates.

Our Solution

Thirdera, a Cognizant company proposed a four-phased approach to improve user-reported phishing and security incident prioritisation via platform integrations with QRadar and SentinelOne.

ServiceNow Security Incident Response
Security Incident Response was implemented to give the security teams their own secure workspace, leveraging out-of-the-box access restrictions.

Security Tool Integrations

QRadar and SentinelOne were integrated for automated creation, prioritisation, categorisation, and assignment across six assignment groups of new security incidents.

Playbook Automation

Created three automated playbooks using ServiceNow Process Automation Designer and Security Incident Workspace to centralise management and adherence to playbooks.

The Result

	Improved cost optimisation Reduced technical debt by removing the need to customise ITSM incident processes.
	Increased employee efficiency Security analysts are spending less time manually creating and categorising Security Incidents from multiple alert sources.
	Better compliance and reporting The resultant process automation has improved compliance with both internal and external regulations and has streamlined data reporting.

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximise the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimisation, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

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