Using Automation to Enhance Security and Increase IT NPS to 90+ at Nutanix
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Workato
- ServiceNow
- Slack
Tech Stack
- Automation Tools
- Machine Learning
- Virtual Machines
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Analytics & Modeling - Machine Learning
Applicable Industries
- Software
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Predictive Maintenance
- Process Control & Optimization
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Nutanix is a leading company in hyperconverged infrastructure software, headquartered in San Jose, CA. With a workforce of 1000 employees, Nutanix is at the forefront of providing innovative solutions in the IT sector. The company is known for its robust community of automation leaders, offering a platform for networking and learning to advance team capabilities. As a large corporate entity, Nutanix is committed to enhancing its IT operations and security measures. The company has been focusing on improving its service request management, virtual machine provisioning, and overall security posture. With a strong emphasis on automation and efficiency, Nutanix aims to streamline its processes and enhance productivity across its operations.
The Challenge
Nutanix faced several challenges in its IT operations, primarily revolving around slow security ticket response, delayed VM provisioning, and increased security threat risk. The head of Cybersecurity, Sebastian, was responsible for managing service requests, provisioning virtual machines (VMs), and monitoring security. The existing system, which included ServiceNow for managing service requests, was not efficient enough as many requests sat in queues for extended periods. This inefficiency led to frustration among developers who had to wait a week for VM provisioning, resulting in lost productivity. Additionally, the security aspect was a significant concern, with a need to decentralize information and empower employees to manage security aspects like laptop configuration, VPN usage, and login data.
The Solution
To address the challenges, Nutanix implemented several automation solutions. Sebastian utilized Workato to create and assign tickets directly from Slack using Workbot, eliminating the need for specialized tools and meeting users on their preferred platform. This integration allowed for accelerated workflows, including assignment, escalation, approval, creation, or update of any ticket, thereby improving prioritization and efficiency. Additionally, Workato enabled automatic provisioning and deprovisioning of VMs, reducing costs and maximizing VM utilization. Automated alerts and responses were also set up to monitor suspicious activities, enhancing the company's security posture. These solutions not only streamlined the service request process but also significantly reduced the time required for VM provisioning, allowing the IT team to focus on more value-added initiatives.
Operational Impact
Quantitative Benefit
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