How Pentesec Reduced Risk and Effort with Security Workflow Automation

Challenges

• Manual Request Handling: Legacy tools like OTRS required high manual effort and offered limited automation.
• Inefficient Workflows: Processes were prone to delays and human error.
• Need for Automation: Security-related requests required faster, more reliable resolution paths.

Solution Delivered

• Custom Case Model: Built a ServiceNow case type aligned to firewall and cybersecurity workflows, with structured routing and escalation.
• Role-Based Portal: Delivered a user-friendly, intuitive portal for request submission, tracking, and communication.
• Automation Workflows: Enabled email-based integration to notify stakeholders without manual input and converted system alerts into tickets to ensure no incident goes unnoticed.

Benefits & Outcomes

• Improved CMDB Accuracy: Real-time, automated updates enhanced data quality.
• Cross-Team Visibility: Security, network, and IT teams gained shared insights.
• Faster Resolutions: Reduced MTTR for asset- and vulnerability-related incidents.