ServiceNow SecOps implementation for pharmaceutical company

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How AVASOFT helped?   

• We worked closely with the client’s team to develop an effective solution that would have a lasting impact standing the test of time.   
• We scheduled daily scrum calls, weekly demos and meetings, and knowledge transfer sessions with their team to make everything clear.   
• We designed, proposed and implemented Security Incident Response with a centralized view of performance while configuring the Performance Analytics for collecting the average time to respond, identify and resolve tickets.  
• To automate threat lookups, we integrated Virus Total and imported Threat Intelligence Feeds to link threats to security incidents.   
• We added a Security Incident Catalog to the client’s service portal to get potential Security Incident Reports from the users.   
• We also configured the post-incident review for Critical Security Incidents.   
• To streamline vulnerability response, we integrated Qualys with ServiceNow, to import vulnerabilities in the company’s Now platform.   
• Vulnerability calculators were installed to automatically attach risk ratings for each vulnerability ticket to the appropriate remediation team.   
• To automatically defer and close vulnerabilities, business rules were put in place based on the specific criteria.   
• We also implemented a catalog item on the service portal for enabling the users to manually request a Vulnerability Scan if needed.   
• We configured Performance Analytics to record important data such as average time to remediate any issue, open critical vulnerabilities by assigned group, number of critical vulnerabilities and number of open and closed tickets on monthly basis.

Tech stack

• Qualys 

Business gain

• We saved our client’s hours of manual work per week with our solution of replacing the manual collection of trending reports with an Automated Performance Reporting for Security Incident Response.   
• The team was able to access Performance Analytics on their dashboard with just a few simple clicks.   
• The company’s productivity increased with the integration of Qualys with ServiceNow.  
• They no longer have to search for Vulnerability Response manually and thus saved a lot of time.   
• As the ticket generation and closing became automated, the IT staff saved up to 15 hours a week.   

Additional benefits  

• The client was very happy with our services and engaged in additional services to implement ServiceNow Governance, Risk, and Compliance (GRC).