Service Request Management
Service request management provides remediation workflows to orchestrate and improve the remediation procedures. The platform further allows workflow integration to third-party customer ticketing and workflow systems to optimize operational efficiencies.
SERVICE REQUEST MANAGEMENT (SRM) MODULE
A Service Request to generate an ad hoc or scheduled report containing executive level or operational data including:
Its core features include, but not limited to:
- Support of tickets management lifecycle via a consolidated ticketing management console
- Tickets customization, based on the application context to meet specific needs
- Automatic assignment of tickets to appropriate users
- Real-time metrics for effective performance monitoring
Customers can submit the following service requests through the Swordfish Service Request Management (SRM) application.
SERVICE REQUEST CATEGORIES
A Service Request to generate an ad hoc or scheduled report containing executive level or operational data.
A Service Request to generate a use case related to a business threat which should be converted into a mix of actionable rules into the MDR tools to detect possible threats and generate meaningful alerts.
A Service Request to onboard into the monitoring scope a new device or a group of devices (requires MDR INFRA)
A Service Request to onboard into the monitoring scope a new endpoint or a group of endpoints (requires MDR CORE).
A general Service Request which requires the immediate (or not) attention of the SOC team responding back to the customer with the requested information.
A Service Request to provide to the customer the requested document.
A Service Request to respond to a maintenance, troubleshooting or other technical request concerning a component of an MDR infrastructure managed by Obrela on customer’s site.
A Service Request to investigate a potential incident to the customer environment. Depending on the affected systems, services or users and concern it raises for the business, corresponding Incident Response actions may be triggered subject to the agreed SLA and further agreement with the customer.
With SWORDFISH®, a risk management and managed threat detection and response platform, we deliver predictability over uncertainty, allowing you to orchestrate and control all aspects of cybersecurity. By centralizing security data, we deliver visibility over your entire digital universe.Learn More
MANAGED DETECTION & RESPONSE
Turnkey threat detection and response service that helps our clients manage operational risk and significantly reduce the mean time to detect and respond to cyberattacks.Learn More
MANAGED RISK & CONTROLS
An umbrella of solutions that enable clients to effectively manage and orchestrate various aspects of cybersecurity such as governance, risk, compliance, and operations.Learn More