3 ways to insource security incident management with ServiceNow

Jay Reid, Anthony Cellini
Insource security incident management with ServiceNow

Implementing a ServiceNow platform could make it easier to bring key security incident management functions in-house.

As a leader in the cybersecurity space, you understand the importance of managing and responding to incidents. You must identify attacks quickly and accurately to avoid harm to your organization.

You might have had many reasons in the past to outsource your security incident management. Expanding your internal security teams can be costly, or you just might not know the best way to bring key security functions in-house. In addition, when you use third parties, you can take advantage of their resources and experience.

But in many instances, pressures are rising from leadership to bring security incident management in-house.

Protecting your organization from data breaches is crucial. So how can you help your internal security incident response teams adapt and expand security functions when tight timelines and limited bandwidth are already causing them headaches?

Crowe has implemented hundreds of ServiceNow® solutions for clients to help make this easier – while also providing a deep level of education about the platform.

Check out these three ways ServiceNow can help you strategically transition to an internal security incident response team.

1. Standardize security playbooks.

Lacking rigid workflows and playbooks can mean you’re missing out on crucial pieces of information when setting up internal security teams. But when they’re automated and used effectively, playbooks can tell you what to do and when to do it if an incident occurs.

Standardizing security playbooks is critical to a consistent, repeatable, and improvable internal response capability. It allows your analyst teams to fully understand the tasks they need to complete to respond efficiently.

Crowe can help you easily set up these playbooks within ServiceNow so that your team can focus less on responding to threats and more on preventing them.

2. Clarify workflow task context.

Though you can establish the “what” and “when” about incidents with standardized playbooks, you could still be missing the “how” and the “why.” Having a complete picture of incident information is important.

Luckily, standing up new internal teams within ServiceNow allows process owners to provide task context to new teams through these key functions:

  • Security knowledge bases. Users can filter intuitive, easy-to-search libraries to find specific articles or information to provide context to team members.
  • Runbooks. Knowledge is automatically tied to workflow tasks based on custom filters, removing the hassle of manual entry.
  • Post-incident reviews. Configurable assessments can help new internal teams track security incident outcomes, allowing for quicker response time through continuous improvement.

3. Fill in program maturity gaps.

It can be a challenge to reconcile program maturity gaps that previously were covered by third parties. But you can tackle this challenge with answers to three core questions:

  1. How does this maturity gap affect process performance?
  2. What is an ideal outcome when addressing this gap?
  3. How can I resolve this problem while achieving my other goals?

Crowe can help your teams enhance their processes with the flexibility that the ServiceNow platform offers. A defined path for continuous process improvement through automated metrics, intuitive reporting, and structured retrospectives helps makes closing maturity gaps easier. Use your data to close the gaps by learning from past performance.

It’s time to bring your security functions in-house, and have a complete picture of your security incidents.

Making your security incident response teams internal can change your organization for the better.

We’ve got an enterprise resource planning model for almost every need. And when you need continued ServiceNow support, you'll be talking to the same Crowe team you started with.

Get your security incident management strategy in place.
You’ll want to work with a ServiceNow solution provider that can walk you through the steps to help make your vision a reality.

Need help getting started?

If you’re not sure how to get started, we can help point you in the right direction. Reach out to an experienced Crowe consultant to discuss ServiceNow for your organization today.
Jay Reid
Jay Reid
Principal, Consulting
Anthony Cellini
Anthony Cellini