Executive Summary
A well-known financial services organization in the United States encountered difficulties managing security incidents due to delayed compliance reporting, disjointed ITSM and SecOps procedures, and slow response times. DPR Solutions Inc. deployed a ServiceNow SecOps solution customized to the client’s workflows by utilizing its twenty years of experience in IT consulting.
Key outcomes within months of deployment included:
- 50% faster incident resolution (from 48 hours to 24 hours)
- 55% reduction in manual incident handling
- 66% lower escalation rates for critical incidents
- 80% faster compliance reporting
- Enhanced visibility through real-time dashboards
The project aligned operations with strategic corporate goals and regulatory compliance while automating boring tasks and improving security. DPR Solutions’ scalable, automated, and quantified solution transformed security operations and enabled AI-powered features and global deployment.
Introduction
Every second matters when handling security events in the lightning-fast world of financial services. A prominent American bank was under intensifying regulatory scrutiny and cyberattacks. There was an increase in operational risk and the possibility of fines for noncompliance due to the length of time it required to resolve security incidents.
Together, the client and DPR Solutions Inc. of Ashburn, Virginia, developed a ServiceNow SecOps solution that met all of the client’s unique needs. Several critical processes were simplified, events were resolved 50% faster, and the company’s IT and security teams were made more visible in only a matter of months. This case study details the ways in which DPR Solutions achieved quantifiable success by integrating security operations with standard industry processes and regulatory compliance.
Context & Industry Challenges
The banking sector is a common target for cybercriminals because of the sensitive data that these organizations handle. According to the Verizon Data Breach Report in 2024, the majority of reported breaches involved financial organizations, and the average time to resolve an incident was 45 to 50 hours. Regulatory agencies like SOX, FFIEC, and PCI-DSS enforce stringent reporting and ServiceNow for regulatory compliance standards, making speed, accuracy, and auditability absolutely crucial.
Security operations were partially integrated with the client’s conventional IT service management tools. Manual processes predominated in incident management eras past. Analysts in charge of security would utilize email and spreadsheets to rank the importance of alarms. It took too long and had too many mistakes for the IT and security departments to coordinate their responses. This led to significant restrictions on operations:
- Delayed response times increased the risk of regulatory violations.
- Fragmented ITSM and SecOps processes caused critical threats to escalate unnecessarily.
- Manual reporting made compliance audits time-consuming and prone to errors.
- Limited visibility hindered executive decision-making on cybersecurity strategy.
According to industry research, integrating IT service management with security operations management can save resolution times by 30–60% and operational costs by millions of dollars annually. As a result, the client sought a business associate with a wealth of financial services industry experience and a solid understanding of ServiceNow, and that is exactly where DPR Solutions Inc. was brought in as a result.
Client Security Pain Points
Before contacting DPR Solutions, the customer had operational and security issues:
- Manual Security Incident Handling: The analysts spent a lot of time documenting instances, cross-referencing threat intelligence, and updating spreadsheets.
- Poor Integration Between ITSM and SecOps: Alerts sometimes halt without automated routing and prioritization.
- Slow Remediation Timelines: Critical threats took an average of 48 hours to resolve, putting sensitive data at risk.
- Compliance Reporting Gaps: Producing auditable labor reports, which threatened regulatory deadlines.
- Limited Visibility Across Teams: Executives needed real-time dashboards to track incidents, risk, and KPIs.
The result was operational inefficiencies, higher risk, and frustrated security analysts and IT staff, and customers wanted integrated, automated, and scalable SecOps.
DPR Solutions’ SecOps Implementation Strategy
For financial institution workflows, compliance, and operational goals, ServiceNow DPR Solutions built SecOps. Automation, visibility, and speed were solution priorities. Important elements:
Key components included:
- Incident Response Automation: Playbooks automatically triage and resolve security incidents. Malware alerts, phishing emails, and unauthorized access attempts were immediately reported to teams.
- Threat Intelligence Integration: ServiceNow gave analysts real-time context for rapid decision-making by integrating internal logs and external sources.
- Risk-Based Prioritization: Automatically classified incidents by business criticality, regulatory demands, and impact, with High-risk threats requiring rapid action.
- Custom Dashboards & Reporting: Executives and security teams got real-time KPIs, incident trends, and compliance reports for visibility and strategic planning.
- Compliance Workflow Automation: Automation of SOX, FFIEC, and PCI-DSS reporting reduced manual work and ensured audit-ready data.
- ITSM & SecOps Integration: To enable operations and security team communication, issues were connected to IT service tickets.
This technique mimics leading technology providers’ ServiceNow SecOps deployment best practices to prepare customers for safe, automated, and scalable security operations.
Operational & Security Advantages
DPR Solutions used ServiceNow SecOps for operational and security benefits:
- Faster Incident Resolution: Critical problems were resolved in 24 hours on average thanks to automation and risk-based prioritization, which cut response times by 50%.
- Reduced Manual Effort: Analysts spent less time on repetitive duties and reduced security incident manual handling from 80% to 25%, allowing teams to focus on proactive threat management.
- Improved Compliance: Automation reduced compliance report generation from 5 days to 1 day and assured audit-ready reporting.
- Enhanced Visibility: Executives saw security, threat, and KPI performance in real time via dashboards.
- Better Alignment with Business Goals: Business continuity, regulatory compliance, and digital transformation are supported by security operations.
ITSM and SecOps integration gives the customer a uniform view of incidents, workflows, and service requests, eliminating friction and enhancing team productivity.
Measured Security Outcomes & KPIs
The results of DPR Solutions’ ServiceNow SecOps implementation speak for themselves security incident resolution, manual handling, and compliance reporting all improved dramatically. Check the table below for a detailed view of the key metrics and measurable gains achieved by the client:
- Security Incident Resolution Time: Reduced from 48 hours to 24 hours, achieving a 50% faster resolution rate.
- Manual Incident Handling: Decreased from 80% of cases to 25%, marking a 55% reduction through automation and workflow optimization.
- Escalation Rate: Dropped from 35% of incidents to 12%, resulting in a 66% lower escalation frequency.
- Compliance Reporting Time: Improved from 5 days to just 1 day, delivering reports 80% faster for audits and compliance reviews.
- Threat Detection Coverage: Increased from 70% to 95% of critical threats, providing +25% greater detection coverage and enhanced system security.
- Executive Visibility: Shifted from limited, delayed reporting to real-time dashboards, ensuring 100% improvement in visibility and decision-making.
These KPIs demonstrate how DPR Solutions’ approach transformed security operations from reactive and manual to proactive, automated, and measurable, aligning with regulatory requirements and business expectations.
Next-Gen SecOps Roadmap with DPR Solutions
DPR Solutions is helping the customer plan the next step because the first ServiceNow SecOps deployment worked as planned:
- AI-Powered Threat Detection: Find hazards before they happen via predictive analytics.
- Enhanced Virtual Agent & Automation: Expand ServiceNow Virtual Agent to automate common issues and provide self-service.
- Global Expansion: SecOps workflows in overseas subsidiaries standardize security operations worldwide.
- Continuous KPI Optimization: Monitor dashboards and data to improve incident response and operational risk.
- Integration with Emerging IT Services: Extend SecOps automation to other enterprise systems for a complete operational foundation.
The roadmap ensures the client’s security activities are scalable, compliant, and modern ServiceNow for financial services.
Final Thought & Recommendation
This case study shows how DPR Solutions Inc. cut the time it required to address client-related problems in the financial services sector by 50% by leveraging ServiceNow security operations solutions, automation, and ITSM integration. This is carried out in this manner:
- Automation is used for both incident response and compliance.
- While the amount of physical effort decreased, analyst productivity rose. Executives’ visibility and decision-making skills increased.
- Including security measures in the law and overall business plan
DPR Solutions proves why top businesses rely on them for managing digital transformation projects by showcasing their proficiency in ServiceNow Security Operations.
Boost your security operations and speed up incident response. Contact DPR Solutions to enhance your security outcomes.