Digital Transformation

Retail organizations are experiencing a wave of digital transformation to support the 24/7 consumer. Complex cybersecurity threats risk brand image and service affective incidents directly impact revenue and customer experience. With a continually evolving IT landscape, the ability to automate and orchestrate in a complex environment becomes a challenge to effectively support business needs.

“Retail is one of the most rapidly changing verticals across the world and is often at the forefront of technological advancement to keep pace with the evolving needs of a 24/7 customer base.”

– OVUM Future of eCommerce Report

retail incident response automation resolution

Push Button Resolution

Put the power of automation in the hands of Level-1s and security analysts. Guide agents through a repeatable process with embedded automations built and approved by your Subject Matter Experts (SMEs).

  • Enable SMEs with the ability to automate, without heavy coding experience, using: Incident Response (IR) Playbooks, Resolve Automation Builder, Resolve Workflow Designer, and Integrations & Automation Library
  • Reduce escalations and standardize the incident response process with machine-assisted decision trees
  • Maximize your existing investments in IT and Security with an enterprise-wide orchestration platform; without the need to replace existing applications and infrastructure

Proactive Incident Response

  • Rapidly respond to ongoing threats and issues by enabling NIST-based IR Playbooks
  • Continually improve on mean time to identify, respond, and resolve alerts through an array of integrations and automated support
  • Reduce alert fatigue with tunable automations that proactively validate alarms and provide a place to start for IT and Security experts
retail proactive incident response automation

Accelerate Incident Response and Automation Today.

Customer Overview

Challenge:

A global retailer had a top-line initiative to improve operational efficiency that was directly tied to saving bottom-line revenue. Additionally, each “sister brand” would leverage its own orchestration platform, creating automation inefficiencies and redundant efforts in automation development.

Executive management had the initiative to lower the mean time to resolution for complex incidents and reduce the number of handoffs during the incident resolution and response process.

Results:

  • A single unified orchestration and automation platform across multiple brands, with total reduction of alerts by 29%
  • Standardization of the incident handling process, with an improvement from 4 hours per incident for service related tasks to 5 minutes
  • Elimination of 15 points of contact, with highly manual efforts to turn up or down system access
  • Deployment of complex automations to resolve disruptions in customer loyalty program access with a reduction in resolution time by 53%

Retail Store Outage

Integrated Ecosystem

Other Scenarios

  • Reduce the time to investigate potential DLP from hours to minutes
  • Automatically take event from your SIEM, pull infected asset and associated logs related to the incident
  • Orchestrate the validation and resolution of DLP incident by automating system actions through Bluecoat, Symantec DLP, McAfee EPO, RSA, Websense, etc.
  • Gather all the artifacts within Resolve Case Management for post incident analysis
  • Integrate with ticketing, monitoring, and other major systems required for incident resolution
  • Diagnose P1/P2 incidents by running automated health checks across the IT infrastructure tied to customer impacting applications
  • Provide a real-time incident response dashboard with automated analysis of tests activated by L-1 agents
  • Reduce the number of engineers on the “war-room call” by eliminating teams not associated with the outage
  • Allow call center agents to run complex troubleshooting processes through intelligently designed human-guided automations built to quickly pinpoint the problem
  • Reduce escalations and make sure all steps taken by L-1 agents are captured in the ticket
  • Eliminate the manual checks of systems and reduce downtime from hours to minutes

For more integrations and use cases, take a look at Resolve Automation Templates

Resolve Automation Templates

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