Case Study: NVISO achieves deep ticket synchronization and a competitive advantage with Exalate

How Nviso, a Cybersecurity MSP Uses Deep Ticket Integration as a Competitive Advantage

NVISO, a global cybersecurity MSSP, faced significant challenges in managing security incidents with its customers due to a reliance on inefficient email communication and single points of contact. Their customers were frustrated by the prospect of having to adopt a new ITSM tool, creating a communication gap that hindered effective collaboration. To address this, NVISO turned to the vendor Exalate for an integration solution.

By implementing Exalate, NVISO integrated its Jira system with its customers' platforms like ServiceNow, enabling secure, bidirectional synchronization of tickets, comments, and attachments. This solution allowed all parties to work within their familiar environments, optimizing workflows and ensuring GDPR compliance. The results provided NVISO with a competitive advantage, fostering closer customer relationships as an extension of their teams and making network expansion straightforward. Exalate proved to be a cost-effective and stable platform that streamlined their security incident management process.

NVISO

Alexander Sinno

Head of Managed Security Services