Safeguarding Healthcare Infrastructure with ServiceNow VR

40-60%

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Summary

A leading healthcare provider faced challenges with a manual and inefficient vulnerability management process, leaving them vulnerable to cyber threats and business disruptions. GlideFast implemented a Vulnerability Response (VR) solution within the ServiceNow platform, automating the ingestion and enrichment of vulnerability data from multiple sources, including Qualys, Microsoft, and NIST. The solution prioritized risks using EPSS and Configuration Item (CI) data and streamlined task assignments through configurable rules. This transformation significantly reduced remediation time for critical vulnerabilities, improved visibility, and enhanced the provider's overall cybersecurity posture, safeguarding its critical healthcare infrastructure and improving operational efficiency.

Enhancing Vulnerability Management for Improved Security and Efficiency

The cient identified the critical need to upgrade their vulnerability management process to address risks more effectively. Their manual, error-prone approach was time-consuming and lacked centralized visibility. They sought an advanced solution to automate vulnerability management and remediation, with key requirements including multi-source data integration, enrichment through third-party tools like NIST, First, Microsoft, and RedHat, and leveraging Configuration Item (CI) data for automated scoring and task assignments to remediation owners.

Streamlining Vulnerability Management

The GlideFast team proposed utilizing the Vulnerability Response (VR) module within the ServiceNow platform to meet the client’s needs. Key components of the solution included:

Ingestion of Vulnerability Scan Data: Integration with Qualys and Microsoft Threat and Vulnerability Management scanners, with plans to include Tenable, ensured comprehensive coverage. CI Lookup rules matched scan data with existing Configuration Items (CIs), while unmatched CIs could be created using the CMDB CI Class Models plugin for accurate asset association.

Enrichment of Data: Additional insights were incorporated through various sources. CVEs from NIST associated vulnerabilities with standardized descriptions, EPSS scoring from First provided risk insights, and solutions from Microsoft and RedHat facilitated quicker remediation.

Prioritization and Assignment: Configuration rules enabled effective prioritization and assignment of vulnerabilities. Vulnerability Calculators combined EPSS and CI data to assign risk scores, while Assignment and Remediation Task Rules ensured tasks were routed to appropriate remediation owner groups. Approval rules supported deferment and exception handling.

To ensure successful adoption, training sessions were provided for VR analysts, and discussions with SMEs refined remediation assignments to align with organizational requirements.

Key Outcomes of the Vulnerability Response Implementation

The implementation of the Vulnerability Response (VR) solution within the ServiceNow platform delivered measurable and transformative results for the healthcare provider, significantly improving their cybersecurity posture.

Accelerated Remediation of Critical Vulnerabilities: Transitioning from manual processes like spreadsheets and email to an automated system resulted in a 40–60% reduction in the time needed to remediate business-critical vulnerabilities. This improvement minimized the exposure window for potential threats and ensured faster response times to safeguard critical systems.
Streamlined and Automated Vulnerability Management: By automating the tracking, prioritization, and assignment of vulnerabilities, the organization eliminated inefficiencies and errors associated with manual processes. This automation not only saved time but also provided consistent, reliable workflows for managing vulnerabilities across their extensive infrastructure.
Enhanced Cybersecurity and Risk Mitigation: The solution provided improved visibility into the organization's vulnerability landscape, enabling more informed decision-making. Advanced prioritization mechanisms, such as leveraging EPSS scores and Configuration Item (CI) data, ensured that the most critical issues were addressed promptly. These enhancements strengthened the organization’s ability to protect its healthcare infrastructure against evolving cyber threats, safeguarding patient data and ensuring uninterrupted service delivery.

Overall, the implementation of VR demonstrated the profound impact of leveraging cutting-edge technology to modernize and secure essential healthcare operations, highlighting the importance of proactive and automated approaches in cybersecurity.