Case Study: Alvarez & Marsal strengthens customer support and cybersecurity with Engage ESM

Alvarez & Marsal - Customer Case Study

Alvarez & Marsal, a global professional services firm operating in 25 countries, needed a more secure multi-tenancy approach for its customer service IT operations. Working with Engage ESM, the company aimed to extend its internal 8x5 security support to 24x7 coverage by integrating with an external cybersecurity provider, while maintaining strong security and regulatory compliance across its ServiceNow environment.

Engage ESM migrated the ServiceNow production platform to a fully domain-separated instance and added a tailored customer service management portal, then integrated it with the external provider to improve threat protection and incident response. The result was a more mature, unified customer support and security operations setup that enabled faster prioritization and remediation of vulnerabilities, improved coordination across teams, and supported seamless global customer service. The project also delivered cost savings on headcount and was completed in just 2 weeks.

Alvarez & Marsal

Dan Holland

Chief Technology Officer