Case Study: ENAV improves security incident management with OTRS

ENAV needed a help desk software with integration possibilities to record and speed up internal processes

ENAV, the Italian air navigation service provider, needed a help desk solution for its Security Operation Center to better manage complex information security incidents and internal processes. OTRS was selected as the vendor, with its service desk platform used to support incident management, workflows, and integrations with other systems.

OTRS helped ENAV connect its SOC environment to SPLUNK via API, automatically creating tickets from detected incidents and enabling faster resolution, better tracking, and reliable reporting. With OTRS, ENAV improved internal security operations, reduced manual workload, and expanded usage across other departments, processing about 900 tickets per month with 70 agents and achieving a high ROI through broader adoption and more efficient documentation.

ENAV

Giovanni Mellini

Security Engineer