ENAV needed a help desk software with integration possibilities to record and speed up internal processes
ENAV is the Italian air navigation service provider, ensuring safety and reliability 24/7 for 1.8 million flights yearly from the control towers of 43 airports and 4 area control centers. With a workforce of 4,200, the company provides air navigation services to its numerous customers: airlines flying in Italian airspace. ENAV uses OTRS for improving its information security processes and the activities of its Security Operation Center (SOC) in order to help it achieve its mission of protecting its staff, infrastructure and systems technology from acts of unlawful interference that could influence the availability, integrity and confidentiality of information. The team of ENAV’s SOC consists of IT security specialists dedicated to discovering and averting cyber threats. To ensure the SOC’s ideal performance, the continuous observation and analysis of the organization’s IT resources, the elimination of vulnerabilities, and an optimal search for external attacks, an efficient and reliable tool like OTRS is absolutely essential.
Intuitive to use
- Source code availability
- Integration possibilities with other systems
Users think more globally about the consequences of their work
- Improved and faster internal activities of the Security Operation Center
- Reliable statistics for management reporting
- Easy search in the ticket history
- The queue, group and ACL concept
- Email and active directory integeration
- REST/SOAP APIs
- Agent/customer paradigm
Previous service desk software unable to efficiently support internal information security processes
Security activities are now quickly verifiable and ready for reliable statistic exports
For the general monitoring and analysis of IT devices, ENAV uses the software SPLUNK, which helps to index all IT equipment and software. The team thus built a connection to OTRS via the API in order to manage incoming incidents from SPLUNK. “The reduction in workload has been immense,” states Mellini about the connection, “Our security system is now connected to SPLUNK, so if SPLUNK detects a security incident, it opens a ticket in OTRS with all the important information about the anomaly. From that original ticket, we can then start a process ticket in OTRS, which depending on the case may be an incident process, a change process or a fault process. It only takes a few clicks and saves us a huge amount of time!”
In addition, ENAV can now create fast and reliable statistics for management reporting thanks to the OTRS Reporting Tool. The usage of the new service desk soon proved to be not only useful for the SOC, but also for more areas of the company, as Mellini explains: “OTRS met all the original requirements and very soon boosted our efficiency significantly. It has even had a positive influence on the mentality of the users, helping them to make even smarter and more professional decisions. So, the aim of OTRS in other departments was mostly to improve existing, albeit manual processes, and make them more efficient. Plus, teamwork in general has also improved in a very positive way since OTRS was introduced.”
Thanks to its intuitive use, OTRS has already convinced several departments to use tickets for their daily work, saving costs and facilitating easy documentation
After the initial system installation and configuration, and thanks to the support provided by OTRS AG, the OTRS Service Desk was finally extended to support other functions within security such as physical security system maintenance, quality level services with the security guards company (including task lists for operators), cooperation with military and civil entities, security surveys and audits, as well as license and project management.
The first email exchanges with other departments triggered their curiosity regarding a potential use in other areas, and they started asking for demonstrations and experiments. “We worked on processes, queues and permissions with colleagues and very soon other departments were able to start using OTRS for daily activities, with clear improvements in efficiency, compliance, tracking and the documentation of critical processes in a very cost-effective way,“ states Mellini regarding the further development of OTRS at ENAV. Because of its advantages, OTRS was even implemented in other departments and for activities not intended at the beginning of the project, e.g. in the quality department, auditing, nonconformity management, several safety departments, and the air space management department. “With OTRS, we reduced the recurring costs of service desk software, and the project ROI is very high because the software is now used in different departments, for a wide range of applications outside the security domain.”
The fact that we are expanding OTRS to other departments is proof that security made the right choice; it’s fast, flexible, reliable and easy.Giovanni Mellini, security engineer at ENAV S.p.A.
Europe-wide use of OTRS in IT service makes it easier for employees to make and process requests.