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.