How We Built a Transparent
Vulnerability Management
Framework
What’s
behind it?
Key details
Public sector
Food Safety
EU-wide
EU food standards agency
The client is a European Union agency responsible for providing independent scientific advice and communication on risks related to the food chain. The organization plays a key role in supporting EU institutions, stakeholders, and citizens by ensuring standards and safety across Europe.
From Workarounds to a Unified SecOps Framework
The client needed to strengthen its security posture by moving away from workaround processes and implementing a unified platform for vulnerability management. The goal was to start its ServiceNow Security Operations journey with out-of-the-box functionality, establishing a maintainable foundation for long-term development.
However, governance challenges such as limited involvement of an external enterprise team and restricted access to production environments complicated execution. On the development side, adapting Playbooks to specific requirements within tool limitations — and working on an older platform version — demanded agility and technical creativity.
Building the Solution
SPOC guided the client through a structured and collaborative delivery:
- Workshops & Backlog
Scoping sessions defined requirements, followed by a confirmed backlog
- Implementation
Delivered out-of-the-box Vulnerability Response configuration, applied agile methodology with sprint reviews, and ensured bug detection during development
- Testing & Go-Live
Holistic end-user tests validated the setup, followed by a two-week hypercare period for fixes and feedback, supported by the client’s contractor due to production access restrictions
- Playbooks
Introduced process-driven Playbooks, adapted to needs to strengthen control and enforce compliance
Vision Behind the Transformation
The project aimed to create a solid, transparent, and scalable SecOps foundation. By relying on out-of-the-box functionality, the vision was to enable maintainability and fast upgrades while setting the stage for future integrations. Playbooks brought discipline and traceability to vulnerability response, helping the agency evolve from manual, workaround-driven processes to a structured cybersecurity framework.
From Vision to Reality
Shortly after go-live, the client experienced immediate improvements in its security operations:
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