Faster Closures. Better Compliance. Lower Risk.
Security incidents are more than just technical issues—they’re critical risk events that can impact your business, brand, and bottom line. That’s why organizations need more than tools that detect threats. They need reliable, repeatable processes to respond to them—fast, effectively, and consistently. ServiceNow Security Incident Response helps customers respond to threats faster and more effectively by connecting security tools, automating response workflows, and aligning teams around a consistent, data-driven process
Aligned with the NIST framework—from Detection through Triage, Analysis, Containment, Eradication, Recovery, and Post-Incident Review—we help organizations enhance their security operations to meet SOC maturity goals and compliance requirements. By leveraging process mining, we uncover bottlenecks, inefficiencies, and deviations, enabling continuous improvement and more effective incident response—regardless of the specific SecOps methodology an organization chooses to follow.
ServiceNow Process Mining provides organizations a data driven method to easily uncover how security incidents and their related remediation tasks are truly being handled—so they can improve response speed, quality, and compliance.
The Problem: Gaps Between Process and Practice
Security incidents typically follow a standard lifecycle—from detection to investigation, containment, and recovery.
In practice, the process can deviate from what was intended or designed and impact the security posture to an organization:
- Routing of incidents can take too long, miscategorized or assigned incorrectly.
- Some tasks take too long—or impact other related tasks from completing within an SLA.
- Critical steps are skipped, repeated or done out of order.
- Handoffs between teams, or too many of them, can cause unnecessary delays
- Analysts work differently depending based on location, team, or even amount of training that has been taken.
- SecOps teams spend too much time on many tasks that are low value, repetitive and take little time to complete.
Process Mining for Security Incidents – enabling organizations to digitally X-Ray their SecOps operations.
Process Mining uses data from within the ServiceNow platform to help you understand how your security incident response process works in the real world—not just how you expected it to, within minutes.
- Visualize full lifecycle of security incidents and related remediation tasks, start to finish
- Identify delays, idle time or rework that slow down response
- Spot variations and inconsistencies and their impact in how different teams or analysts handle incidents/remediations.
- Ensure key steps aren’t skipped, especially for containment and recovery
- Compare impact of improvements over time by comparing key outcome metrics
- Identify automation opportunities for tasks and incidents that are considered low value, repetitive/high volume.
All these examples can then be used along with investigative tools like bottleneck analysis, root cause analysis as well as machine learning capabilities that can analyze the unstructured information that lives within the workflow. All of these can help teams point to where they need to improve in a data driven methodology.
This level of insight allows you to easily identify what’s slowing you down, ensure best practices are followed, and make your entire security process meet SLA’s and reduce risk to an organization.
The Impact: Why It Matters
Lower Risk – Reduce the impact of threats by acting quickly and consistently
Respond Faster – Cut down the time it takes to investigate and resolve incidents
Raise Quality – Ensure that every step is done correctly and completely
Boost Compliance – Ensure that you’re following internal policies and external standards like NIST.
Who can benefit from process mining?
- Security Operations Leaders – Gain clear visibility into how security incidents are handled across teams and where improvements should be focused.
- CISOs & Executives – Improve confidence in your organization’s ability to manage threats effectively.
- Process Owners – Drive measurable improvements using data you already have in ServiceNow to ensure Security Incident SLAs are met.
Final Thoughts: Close the Gap Between Policy and Practice
No matter how strong your detection tools are, it’s your process that determines whether security incidents are closed quickly, correctly, and compliantly as you analyze the flow of work (and not just the final snapshot). ServiceNow Process Mining helps you move from assumptions to answers in minutes—so you can improve your response tasks and reduce your exposure to risk.
Leveraging the incredible automation capabilities that the ServiceNow platform offers, whether it’s an AI agent, RPA bot, or simple workflow, process mining can be your data driven improvement opportunity engine.
Get Started with Process Mining
