Client: Global professional services firm
Industry: Financial services and insurance
Region: London, UK
Solution: IT service management, asset management, integration hub, orchestration
Target: 24×7 support
A global professional services firm wanted to extend its customer support from 8×5 to 24×7. Being a heavily regulated business in financial services and insurance, it needed to ensure the highest level of security to its customer service IT operations.
Historically, the firm’s internal Level-3 security operations only provided customer support during a standard 40-hour work week. The company decided to provide 24×7 support (Levels 1 and 2) by integrating its security operations with an external cybersecurity provider.
Engage ESM, the ServiceNow center of excellence at Atos, migrated the firm’s ServiceNow production platform to a fully domain-separated instance with a tailored customer service management portal. This optimized internal and external IT workloads and helped the company to achieve its cybersecurity objectives.
To ensure an increased threat protection layer and faster incident response, the firm’s ServiceNow production instance was integrated with its new cybersecurity provider. This integration enables external and internal security teams to better coordinate their cybersecurity operations as well as identify threats faster.
As a result, all incidents are prioritized and responded to, meeting all service-level agreements.
Unified customer support, IT and security operations allow much faster prioritization and remediation of vulnerabilities as well as rapid response to possible threats. Overall, the customer services and cybersecurity operations are more mature.
It’s a layered approach to cybersecurity defense, leveraging a single platform with third-party integrations for more efficient management of changing future workloads.
These enhancements have helped the professional services firm to minimize the impact of security breaches and offer seamless and safe customer support worldwide.
“Their experienced consultants helped us to put in place an industry-leading security operations framework complete with numerous enhancements. The result has been hugely beneficial to the business, as well as to our customers worldwide.”
Senior manager, ServiceNow, global professional services firm