How LEIDIT Strengthened Security Incident Response with ServiceNow
Background
A large federal agency responsible for delivering healthcare services to over 160 million people across the United States sought to modernize its cybersecurity operations. As digital threats intensified and operations scaled, the agency recognized the need to improve visibility, standardize processes, and strengthen coordination across its Security Operations (SecOps) teams.
Challenges
The agency’s legacy Security Incident Response (SIR) processes were outdated and fragmented. Key issues included:
- Fragmented security operations and inconsistent coordination
- Limited visibility across threat detection systems
- Increasing risks of healthcare fraud, waste, and abuse
- Lack of standardized tools and practices for incident handling
Objectives
The project aimed to:
- Enhance and modernize the ServiceNow SIR module
- Increase the speed, quality, and coordination of incident resolution
- Establish the foundation for Threat Intelligence and future Vulnerability Response
- Build consistency in incident lifecycle management
- Strengthen SecOps as an enterprise-wide capability
Our Solution
LEIDIT partnered with ECS and Cybervance to deliver a scalable, integrated improvement to the ServiceNow SecOps environment. Key components included:
- Updating, streamlining, and automating workflows within the SIR module
- Improving analyst visibility through standardized incident states, tasks, and handoffs
- Establishing the foundational architecture for Threat Intelligence and future VR expansion
- Enhancing coordination across security teams by enabling more consistent processes and communication within the platform
- Aligning all implementation efforts with the agency’s long-term cybersecurity modernization roadmap
Business Value and ROI
The engagement delivered measurable improvements in operational efficiency and strategic preparedness:
- Faster and more consistent incident response
- Stronger collaboration between internal security teams
- Improved visibility into incident activity and analyst workload
- Reduced manual effort and process variability
- A stronger foundation for scaling and maturing the agency’s cybersecurity posture