Client's pains

‍As the government's lead for cyberspace security, we oversaw mandatory incident notifications from critical infrastructure operators across energy, finance, transport, and health sectors, plus public administration and digital service providers. Yet manual intake from emails, calls, and forms bogged down our CERT team, with hours lost to data entry that delayed triage and risked missing cascading threats. Rallying responses with data protection regulators, law enforcement, or sector-specific councils meant navigating disjointed emails and meetings, erecting silos that amplified the urgency of shielding vital networks from sophisticated attacks, leaving us perpetually one step behind the digital front line.

"SYNERGY's configuration has transformed our response times, giving us the tools to stay ahead of threats with real clarity." - IT Director.

What SYNERGY did

‍SYNERGY stepped in as our trusted partner, configuring Ivanti Neurons for ITSM to automate the entire incident management workflow. They created a secure portal for direct incident submissions or API integrations from organisations' service desk systems, enabling instant registration and automated classification. This allowed seamless escalations to relevant state bodies, streamlining investigations and enhancing inter-agency communication without manual handoffs.

The rollout was efficient, completed in weeks with minimal disruption, empowering us to focus on proactive threat mitigation rather than administrative hurdles.

Key takeaways

• Unified Alert Portal: Centralised submissions from multiple sectors reduce manual processing by 30-50%, freeing teams for faster threat analysis.
• API Inter-Agency Flow: Direct integrations eliminate email delays, enabling real-time data sharing and coordinated investigations.
• Smart Escalation System: Automated classification speeds up involvement of external bodies, strengthening overall incident resolution.

"The API integrations make collaboration seamless – no more chasing data across emails; it's all right there, flowing effortlessly." - Cyber Incident Analyst.