The worldwide manufacturer's purpose in implementing SecOps Incident Management is to proactively detect threats and ensure the agreed-upon levels of service quality.
INDUSTRY: Manufacturing
LOCATION: Globally
SIZE: 20,000 employees
Reached operational agility with smarter security workflows
Enhanced visibility into security vulnerabilities
Streamlined monitoring risk scores and prioritization
Improved response time to overcome threats
Our customer, with roots in Germany, is one of the world’s largest systems suppliers for the food, beverage and pharmaceutical sectors. . Their focus is on improving the long-term viability and efficiency of their customers’ manufacturing processes. The firm empowers its clients through constant innovation and time-tested investing strategies, with offices in over 60 countries and over 20.000 employees.
Our customer has always prioritized developing their human capital and creating environmental awareness. As a result, they began their ServiceNow journey some time ago and have since been keen on taking advantage of digitizing and integrating workflows. Working in several countries and handling the data of thousands of employees necessitates the implementation of safety procedures.
The worldwide manufacturer's purpose in implementing Security Incident Management is to proactively detect threats, while running normal service and business operations, ensuring that agreed-upon levels of service quality are maintained. Ultimately, they seek to keep users satisfied with the quality of IT services.
Being a long-standing partner for our customer in their ServiceNow implementations, we have been selected to provide testing for this project, helping to perform the unit testing. Moreover, our team was responsible for establishing testing frameworks, documentation, gathering requirements, creating user stories, and working closely with the PM and development team from ServiceNow.
Our testing lead team had to investigate previous Security incidents to grasp the internal requirements, as most of them were not recent. They include dealing with something that has occurred in the past and may occur again, such as unpatched vulnerabilities. Consequently, it was useful to predefine “standard” incident models, which we proposed applying to suitable incidents as they occurred. An incident model is a method of predefining the procedures that must be followed to handle a process in an agreed-upon manner. This has ensured that “typical” incidents are handled in a predictable manner and within foreseeable timescales.
ServiceNow is crucial to our customer's operations, and Security Incident Response enables them to manage the lifecycle of security risks. They can now identify trends and deal with bottlenecks by understanding the nature of security issues. This implementation helps our customer to have control over their security incident dashboards and reporting. We ensured through testing that they use the performance monitoring features to report KPIs such as availability on all their business-critical systems.
For our customer, the value of Security Incident Management includes the ability to reduce unplanned downtime, income loss, and asset damage. Furthermore, it provides the ability to detect and manage low-impact security events before they escalate into high-impact security incidents, affecting our customer’s market reputation. This means that the company may use the capability of its services and consumers as intended and they now have the capacity to identify prospective service enhancements by discovering vulnerabilities, which could have generated future security issues.
The ABIT Puresoft team collaborated closely with the client’s staff to create an effective solution that would have a long-term impact. We held daily calls, weekly demos and meetings, and knowledge transfer sessions with the client team in addition to the technical work given by the ServiceNow team to ensure the solution met their needs and expectations.
The customer successfully integrated procedures and removed manual steps that were costing their IT team extra time and effort with the deployment of this project. They have also begun to reap long-sought efficiency savings by automating events using automated ticketing and assignment routing in ServiceNow, thanks to the external vendor's EDM connectors integrations (Open-Systems and Onapsys). The customer anticipates additional integrations and process efficiencies as their use of SecOps and ServiceNow matures.
Our manufacturing customer can now proudly declare that they have met their KPIs with this SecOps deployment project and can now manage events as rapidly as possible while reducing business impact. Furthermore, they can ensure that standardized methods and procedures are employed for efficient and rapid intervention, analysis, recording, ongoing management, and reporting of incidents to retain business confidence in IT capabilities.
CHALLENGE:
Since the customer is a multinational organization and handling complex data daily, the ABIT Puresoft team had to adapt to the various multiple organizational processes when completing this project successfully.
The ability to recognize events as soon as feasible was one of the most crucial aspects. This necessitated the use of specific service desk groups, as well as the configuration of event management tools, education of users reporting events, and the usage of event management technologies. Furthermore, persuading all employees that all incidences must be recorded proved to be a challenge.
Another issue was the lack of information about problems and recognized errors, which made it difficult for Security Incident Management staff to learn from prior occurrences and track the status of resolutions.
PROCESS:
Security Operations (SecOps) Application
SOLUTION:
The recommended approach with Security Incident Management was to keep normal service operations running smoothly, while minimizing the negative impact on business activities, ensuring that agreed-upon levels of service quality are maintained. Through testing, we assured that they use the performance monitoring tools to provide key performance indicators (KPIs) such as availability of all their business-critical systems.
With the deployment of this project, the customer successfully integrated procedures and eliminated manual steps that were costing their IT team extra time and effort. They have also begun to realize long-desired efficiency gains by automating events in ServiceNow through automated ticketing and assignment routing.
TESTIMONIAL:
The fact and figures presented by ABIT Puresoft in the completion of this project is truly commendable and we come back with such positive feedback for the team, as they were very patient, accommodating and understanding with all our requests. Our company deeply appreciates the effort and professionalism by which they have completed the project and all the support offered throughout the implementation stages.
IT Co-ordinator