ServiceNow–Outlook Phishing Integration for Security Incident Automation
A Hydrovac excavation leader faced rising phishing exposure due to manual email handling, slow response, and limited threat visibility. CES implemented a ServiceNow-based phishing automation framework integrated with Microsoft Outlook, SIEM, and EDR. The solution enabled automatic incident creation, centralized tracking, and real-time threat correlation—cutting response time by 90% and strengthening security operations.
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The Challenge
Fragmented Phishing Tracking
the client
Hydrovac Excavation / Construction & Field Services
Technology Stack
- ServiceNow ITSM
- Microsoft Outlook
- SIEM
- EDR
- REST API Integration
- Security Dashboards
Solution Area
- ServiceNow Phishing Incident Automation & Security Systems Integration
the impact
90%
Faster Incident Response
Centralized Threat Visibility
Reduced Manual Effort
Proactive Risk Mitigation
The shift was security-led. The result?
Faster containment, clearer visibility, stronger cyber defense.
The Need
Phishing emails were handled manually through inbox reviews and ad hoc investigations. This created delays in response, limited visibility into attack patterns, and increased dependency on manual security operations. Leadership required a centralized, automated, and scalable phishing response framework in ServiceNow that could ingest threats from email and external security tools, standardize investigations, and strengthen correlation across SIEM and EDR platforms.
Challenges
- Delayed Incident Response: Manual review and ticket creation slowed containment of phishing threats.
- Fragmented Threat Tracking: No unified system existed to monitor phishing trends or historical incidents.
- Resource Bottlenecks: Security teams lost time assigning and triaging incidents manually.
- Integration Gaps: Phishing data was not correlated with SIEM and EDR platforms in real time.
CES delivered a secure, automated phishing incident pipeline using ServiceNow:
Automated Email Intake & Filtering
- Configured Outlook rules to detect suspicious senders, links, and keywords
- Routed flagged emails to a dedicated ServiceNow inbound mailbox
Automated Incident Creation in ServiceNow
- Inbound Email Actions parsed email content and generated security incidents
- Original email, headers, sender, and attachments preserved for investigation
Rich Incident Context for Faster Investigation
- Each incident included full sender, subject, body content, URLs, and file attachments — reducing investigation time.
SIEM & EDR Security Correlation
- Integrated ServiceNow with SIEM and EDR to enrich incidents with threat intelligence and endpoint activity
REST API-Based Scalability
- Designed REST APIs to accept inbound phishing incidents from third-party email security platforms.
Security Analytics & Reporting
- Deployed dashboards for phishing volume, response time, severity, and mitigation trends
- 90% Faster Incident Response – Automated detection and incident creation eliminated manual processing delays.
- Centralized Phishing Visibility – All phishing threats are now tracked in a single security incident system.
- Reduced Manual Effort – Security analysts focus on investigation instead of ticket creation.
- Proactive Risk Mitigation – SIEM and EDR correlation enabled faster containment and improved attack surface visibility.
- Scalable Security Framework – REST APIs allow seamless future integrations with advanced email security platforms.
strategic client partner
Take the Next Step
Looking to automate phishing response, strengthen security visibility, and reduce incident handling time? Let’s design a ServiceNow-based security integration that scales with your threat landscape. Talk to our Strategic Client Partner.
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