Wells Fargo

We reduced manual tasks in SecOps and VRM workflows by 70%.

Overview

We partnered with Wells Fargo, a leading financial services institution, to optimize their IT operations using ServiceNow. Our focus areas included Security Operations (SecOps), Vendor Risk Management (VRM), Core Engineering, and Discovery. Through this collaboration, we worked to enhance workflows, improve data processing, and strengthen governance and risk management processes.

Problem

Security and Risk Management Workflows

Wells Fargo needed to improve the efficiency and accuracy of their security operations and vendor risk management workflows. They were seeking better vulnerability response management and a more effective way to coordinate risk controls.

Global Platform-Wide Configurations

Managing platform-wide configurations across a global scope presented challenges, particularly around controlling access and managing security permissions.

Data Processing and Discovery Patterns

Post-integration data processing needed improvement, and there was a demand for more effective discovery patterns to ensure seamless visibility and management of IT assets.

Access Control and MID Server Coordination

Handling access control issues and maintaining proper coordination with MID servers were critical for uninterrupted service and compliance with security standards.

Solution

SecOps (Vulnerability Response Team)

We enhanced workflows for IVR, CVR, AVR, and Change Request Management by automating tasks with scheduled jobs and business rules. Collaborating with the platform team, we developed ACLs and global scope features for secure operations and managed data imports with tools like Prisma, BlackDuck, and Checkmarx.

GRC (Vendor Risk Management Team)

We optimized VRM workflows using Flow Designers, scheduled jobs, and business rules, automating processes and triggering real-time notifications. Our team also conducted extensive testing to maintain system integrity and compliance.

ServiceNow Core Engineering Team

We addressed SNXP access issues through custom ACLs, developed a Data Control Error Framework, and automated key processes with Flow Designer. Additionally, we managed all MID-server-related activities and documentation.

Discovery Team

We created custom discovery patterns for asset management and worked closely with SMEs to ensure successful deployment in production.

Results

We made SecOps and VRM workflows more efficient by cutting down manual tasks and speeding up response times. At the same time, we boosted security by improving vulnerability response and tightening access controls. Our automation of data imports, testing, and control processes ensured smoother operations across teams. Working closely with platform teams and SMEs, we developed new features, deployed discovery patterns, and enhanced collaboration for better results.