Results
Centralized certificate management
Enhanced security incident response
Reduced operational risks
18 months from project start to go-live
Applications
THE CLIENT
A leading financial institution with complex needs
The client is one of the largest financial institutions in Latin America, serving millions of customers across a vast geographic area. It operates with a complex corporate structure, offering a wide range of financial services through its numerous branches. To maintain its competitive edge and ensure operational efficiency, the client continuously seeks innovative solutions that support its business objectives. For this project, the client aimed to modernize and centralize its ServiceNow platform to streamline operations and mitigate security risks.
“Cask’s expertise in ServiceNow transformation has been invaluable in helping us achieve a streamlined, efficient platform that aligns with our business needs.”
—Client Representative
THE CHALLENGE
Fragmented platform management hinders efficiency
The financial institution faced significant challenges in managing its ServiceNow instance due to its complex corporate structure and legacy customizations. The platform was fragmented, with various modules operating independently across departments. This lack of centralized governance made it difficult to standardize processes and limit the platform’s overall effectiveness.
One of the most pressing issues was the manual management of certificates using Excel spreadsheets. This approach posed significant risks, including data inaccuracies and limited traceability. Additionally, the absence of automated processes made it difficult for the client to maintain the level of security necessary for a financial institution of its scale.
Another challenge was the client’s outdated IT service management (ITSM) configuration, which had become increasingly cumbersome due to legacy customizations. This situation resulted in operational inefficiencies, making it harder to adapt to new business requirements. Furthermore, the lack of a robust vulnerability response system exposed the organization to potential security threats.
The client realized that to stay ahead in the financial sector, it needed to restructure its ServiceNow platform, modernize its security protocols, and achieve greater standardization across its diverse departments.
THE SOLUTION
Transforming the platform with integrated solutions
Cask Brazil partnered with the client to develop a comprehensive strategy aimed at overcoming the platform fragmentation and security risks. The project began with an in-depth assessment of the existing ServiceNow environment to identify key areas for improvement.
Cask’s solution was structured into several critical components:
Platform Reorganization
- Implemented a centralized governance model for ServiceNow
- Reduced platform fragmentation by integrating ITSM, ITOM, ITAM/HAM, and newly introduced SecOps modules
- Streamlined legacy customizations to align with ServiceNow best practices
Security and Compliance Enhancements
- Deployed the Security Incident Response (SIR) module to automate the management of security incidents
- Introduced the Vulnerability Response (VR) module to proactively address security vulnerabilities
- Enhanced certificate management by deploying a dedicated certificate management solution, moving away from manual Excel tracking
Operational Improvements
- Established automated workflows to increase efficiency and reduce manual errors
- Implemented comprehensive training sessions for the client’s staff to ensure smooth adoption of new functionalities
- Improved visibility and traceability through automated tracking and reporting
The newly integrated platform provided the client with a centralized approach to manage its operations while significantly enhancing its security posture. Leveraging Cask’s expertise, the client now benefits from a cohesive, resilient, and scalable ServiceNow environment that aligns with industry standards, streamlining processes and advancing digital maturity to support both day-to-day operations and long-term strategic goals.
Understood our business requirements?
Communicated clearly throughout the project?
Positioned us to achieve our desired business outcomes?
Provided a high level of expertise in implementing our solution(s)?
Overall, how would you rate your experience on this project?
THE PARTNER EXPERIENCE
Building a sustainable, efficient partnership
Cask’s partnership with the client extended beyond simple implementation to a collaborative, strategic relationship. From the initial project, Cask Brazil demonstrated a clear understanding of the client’s operational challenges and worked closely with the internal team to craft tailored solutions.
By maintaining open communication and providing continuous support, Cask Brazil helped the client navigate the complexities of transforming its legacy systems. The ongoing collaboration ensured that the platform evolved in line with the client’s needs, reinforcing Cask’s role as a reliable strategic partner.
Associated resources
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