Our client, a global pharmaceutical company, wanted to transform and unify their security operations. Their existing incident management process relied on multiple disconnected tools, manual investigations, and inconsistent case handling across regions. They aimed to integrate ServiceNow SecOps as the central platform, establish a single pane of glass across SIEM and source systems, and create a standardized operating model that improved response speed, visibility, and governance.

We implemented ServiceNow Security Incident Response (SIR) and Threat Intelligence as the unified operational layer for security monitoring and single pane of glass for case and incident management. ServiceNow was integrated tightly with the client’s SIEM, EDR, identity platforms, and cloud security stack to synchronize alerts, enrichment data, and case state across all systems. ​

We automated triage workflows, streamlined enrichment, and established a consistent case model aligned with the client’s global processes. A unified SecOps workspace enabled analysts to investigate, prioritize, and respond from a single interface, reducing tool-switching and improving accuracy.​

We navigated the project from scoping until implementation and were responsible for the organizational change management of the implementation. Additional we provided the client with an extensive training framework to ensure end-user adoption, swift transition from previous solution and future model for onboarding analyst to the platform.

We helped the client:​

• deploy ServiceNow Security Incident Response as case and incident management system within a six-month period.
• achieve end-to-end visibility across all detection sources through one consolidated SecOps platform.​
• reduce investigation time by improving triage, automation, and synchronized SIEM–ServiceNow workflows.​
• provide a sustainable and scalable operating model for security operations and incident handling​.