Automation lowers attrition
By using the Now Platform®, our security team can also respond more quickly to customers.
“I lead the team that handles customer-facing security, ensuring our customers have the information that they need,” Peake says. Ongoing conversations between the ServiceNow field security team and customers are part of the ongoing human element of security work—sharing ideas, comparing threats, and identifying emerging trends.
If a new security requirement or threat emerges during these chats, Peake encourages the field security team to initiate a service ticket from their phone or laptop at that moment. “This isn’t a distraction from the job, but integral to doing it well. We can show our customers how fast and easy it can be to protect their environments with a few clicks,” says Peake.
“As many of their manual tasks are automated, security analysts have found that they are happier at work because they are working on real threats, not scrambling between systems to manually fix issues,” Peake noted. “Our folks are enjoying what they do. Right after we automated our security capabilities, we didn’t have any attrition because analysts were working on the most valuable and interesting part of our jobs—stopping threats.”
Now, Peake adds, he faces a different problem: Talent is getting snapped up by our customers “because they need the expertise to improve their own security operations using our products.”
For some companies this might sound like an unfortunate turn of events, but Peake doesn’t look at it that way. ServiceNow’s security products and expertise are being diffused worldwide, and he sees that as a net win for both the company and the industry.
“What’s good for cloud security is good for all of us,” adds Peake.
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