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Tech Leader Standardizes Remediation While Maintaining Data Confidentiality with ServiceNow

As a global leader in delivering digital experiences, this client recognized 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

6

assignment workflows created

3

playbooks automated
Client size: 100,000+ Client industry: Technology Client location: Global

 

Key Challenges


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Lack of security due to overly customized ITSM Incident application being used for security incident purposes.

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Manual entering of alerts from multiple sources led to labor intensive swivel chair process.

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PDF-based playbooks lacked standardization, 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 prioritization via platform integrations with QRadar and SentinelOne.

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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. 

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Security Tool Integrations

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


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Playbook Automation

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

The Result

Improved cost optimization
Reduced technical debt by removing the need to customize ITSM incident processes.

Increased employee efficiency 
Security analysts are spending less time manually creating and categorizing 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 maximize 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 optimization, 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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WRITTEN BY

Michael Henderson

Michael has been a content marketing professional in the ServiceNow space for over 10 years. His focus is developing engaging content that empowers clients to make informed decisions throughout their service management journey.
[case-study, security-risk, cmt-industry] [Case Study, Security & Risk, CMT Industry]