Using Automation to Enhance Security and Increase IT NPS to 90+ at Nutanix
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Workato
- ServiceNow
- Slack
技术栈
- Automation Tools
- Machine Learning
- Virtual Machines
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
技术
- 功能应用 - 远程监控系统
- 分析与建模 - 机器学习
适用行业
- Software
适用功能
- 商业运营
- 质量保证
用例
- 预测性维护
- 过程控制与优化
- 远程资产管理
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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