Enhancing Endpoint Security Using ServiceNow's ITSM

In the modern digital age, endpoint security is an essential component of every organization's IT strategy. As IT administrators, we have to deal with the problem of securing devices connected to our networks from an increasing variety of threats. ServiceNow's IT Service Management (ITSM) provides powerful tools and processes that help improve endpoint security. This article presents a step-by-step approach for utilizing ServiceNow's ITSM features to improve endpoint security based on actual experience and best practices.

‍

Understanding Endpoint Security

‍

Endpoint security is the process of protecting device users such as laptops, desktops, mobile phones, and tablets from cyberattacks. These devices are often used as access points by attackers, so security is essential. Efficient endpoint security requires multiple levels of defense, including antivirus software, firewalls, encryption, and, especially, strong management protocols provided by ITSM platforms like ServiceNow.

‍

ServiceNow ITSM: A Brief Overview

‍

The ServiceNow ITSM suite provides an integrated platform to manage IT services and operations. It includes modules for incident management, problem management, change management, and asset management. These modules help IT managers simplify tasks, enhance visibility, and guarantee compliance with security regulations.

‍

Leveraging ServiceNow ITSM for Endpoint Security

‍

Incident Management

‍

Incident Management is an important ServiceNow tool that enables IT teams to respond to and resolve security incidents quickly. For endpoint security, this means:

• Centralized Incident Logging: All security-related incidents can be logged centrally, allowing for quick access and response.
• Automated Incident Routing: Incidents are automatically sent to the appropriate team based on established criteria to ensure an immediate response.
• Real-Time Alerts: IT admins receive real-time alerts for any endpoint security incidents, enabling immediate investigation and mitigation.

Example Use Case: When malware is detected on a corporate laptop, an incident is automatically created in ServiceNow. The system notifies the security team, who then takes steps to isolate the device and begin remediation.

Problem Management

‍

Problem Management assists in determining the root causes of recurring incidents and preventing future occurrences. In terms of endpoint security, this module can be used to:

• Identify trends: Analyze incident data to find patterns, such as repeated malware infections on specific devices.
• Implement Permanent Fixes: Create and implement solutions to avoid recurring security issues, such as stronger endpoint protection methods.
• Knowledge Base: Create a knowledge base of known concerns and solutions that can be used as a reference for future situations.

Example Use Case: If a particular type of phishing attack is repeatedly compromising endpoints, the problem management process can help identify the root cause and implement stronger email filtering or user education initiatives.

Change Management

‍

Change management is crucial for ensuring security when deploying new software, patches, or configuration updates. Recommended practices include:

• Change Approval: Make sure that all modifications to endpoints are approved by the right stakeholders, reducing the chance of creating vulnerabilities.
• Risk Assessment: Determine the security effects of proposed modifications, making sure they do not have additional risks.
• Rollback strategies:  Have strategies in place to quickly reverse changes that cause problems, reducing interrupted operations and potential security gaps.

Example Use Case: Before deploying a new security patch, the IT team uses change management to assess the patch's impact, secure necessary approvals, and schedule the deployment during a low-risk window. 

The above screenshot illustrates the change management process within ServiceNow's ITSM platform and emphasizes how each stage ensures secure deployment of updates and modifications to endpoint devices.

‍

Asset Management

‍

Asset management is a critical component of endpoint security. Knowing which assets are on your network provides better control and protection. ServiceNow's Asset Management feature can assist:

• Track Assets: Keep a complete inventory of all endpoints, including hardware characteristics, installed applications, and the current user.
• Lifecycle Management: Manage all lifecycles of an asset, from purchase to retirement, and make sure all devices are appropriately secured and retired.
• Compliance Monitoring: Ensure that all endpoints follow company security policies, such as having the most recent antivirus software and security patches installed.

Example Use Case: An IT admin can quickly pull up a report of all laptops that have not received the latest antivirus update and initiate the necessary actions to bring them into compliance.

‍

Best Practices for Enhancing Endpoint Security with ServiceNow ITSM

‍

1. Regularly Update the Knowledge Base

• Keep the knowledge base updated with the latest threat information and solutions.
• Include detailed steps for resolving common endpoint security issues.

Here are some steps to edit and create new articles:

‍

Navigate to Knowledge > Homepage.

The above screenshot displays the Knowledge section within the filter navigator on ServiceNow and highlights how users can easily access important information related to IT processes and endpoint security.

‍

You will see a page like this. Here you can see the different Knowledge Bases that are already created, or you can create a new one.

The above screenshot displays the knowledge homepage on ServiceNow's ITSM platform and highlights the interface where users can access various knowledge bases for IT and security processes.

‍

If you click on the "Create an Article" button, you can create a new article.

The above screenshot displays the creation form of a knowledge article within ServiceNow and demonstrates how users can easily create and structure articles to contribute to the knowledge base.

‍

Or, if you want to navigate between the existing articles, you can do it by joining the different knowledge bases.

The above screenshot displays the knowledge articles list within ServiceNow and solutions for resolving IT issues, including those related to endpoint security.

‍

If you open one existing article, you can edit it (if you have the permissions).

The above screenshot displays a completed knowledge article within ServiceNow. The image highlights the article's layout, illustrating how information is organized and managed within the platform's knowledge base.

‍

2. Monitor and Report

• Use ServiceNow's reporting tools to monitor endpoint security trends and identify areas for improvement.
• Regularly review reports with the security team to ensure continuous improvement.

3. User Training and Awareness

• Incorporate user training into your ITSM processes, ensuring that users are aware of the latest threats and best practices.
• Use ServiceNow's communication tools to send regular security updates and tips to employees.

Conclusion

‍

ServiceNow's ITSM platform includes an extensive list of tools that can significantly improve endpoint security. IT administrators can use modules like Incident Management, Problem Management, Change Management, and Asset Management to improve security processes, increase visibility, and guarantee that all endpoints are well secured. Maintaining an effective security posture requires regular knowledge base revisions, incident response automation, trend monitoring, and user training. Using an efficient platform, such as ServiceNow, as security concerns increase is essential for keeping your organization secure.