Revolutionize Your Workflow Efficiency: Enhancing IRM Processes with Service Now

In Today’s fast-paced business environment, organizations need efficient and user-friendly tools to streamline their processes and ensure compliance.


This case study explores how, a leading social media company, experienced limitations with their existing Salesforce platform and sought to enhance their user experience by implementing ServiceNow. Discover how Mirroar partnered with ServiceNow is addressing their pain points and revolutionizing their workflows, enabling them to achieve greater productivity and effectiveness.

Identifying Pain Points

Before embracing ServiceNow, our client faced several challenges with their existing setup. Here are the pain points they encountered:

  1. Limited visibility into request details: They struggled to access comprehensive information about submitted requests once they were in the system.
  2. Disconnected case and project records: Maintaining separate case and project records without synchronization created inefficiencies and inconsistencies.
  3. Communication limitations: They desired an alternate communication channel beyond emails to enhance collaboration and streamline interactions.
  4. Manual closure of parent cases: Their team had to manually close parent cases after completing all required reviews, leading to time-consuming administrative tasks.
  5. Non-refreshing dashboards: Dashboards in existing platforms did not update automatically, hindering real-time data monitoring.
  6. Inability to send emails from the platform: The absence of a direct email functionality within the form caused inconvenience and extra effort.
  7. Restricted access for reviews from various teams: Licensing issues prevented teams like legal from accessing the platform for conducting reviews.
  8. User mention and notifications: Our client needed the ability to mention and notify specific users within the system for effective collaboration and communication.
  9. Lack of email consolidation: Emails associated with a particular form were scattered, making it difficult to track and manage.
  10. Sub-states throughout the flow: They required the flexibility to incorporate sub-states within their workflow for enhanced process management.
  11. Sub-reviews and parent-child relations: The company sought a structured process for sub-reviews, establishing a parent-child relationship between records.
  12. Notifications for state changes: Users needed timely notifications regarding any changes made to the records associated with their tasks.
  13. Access to record change history: They aimed to have a comprehensive view of the record changes over time, enabling better analysis and decision-making.

Delivering Solutions with ServiceNow

To address these pain points, we recommended the following solutions using the powerful features and capabilities of ServiceNow:

  1. Enhanced request visibility: Requesters can now view their submitted requests in the backend/portal, ensuring transparency and easy access to request details.
  2. Unified case and project records: We introduced a single record producer form in ServiceNow, eliminating the need for separate case and project records.
  3. Efficient communication channels: Leveraging work notes and additional comments, They can now communicate effectively within the platform, reducing reliance on emails.
  4. Automated parent case closure: We implemented flows, workflows, and business rules to automatically close parent cases upon completion of all required reviews.
  5. Real-time dashboard updates: ServiceNow offers auto-refresh functionality for certain reports, enabling them to stay up to date with the latest data.
  6. Seamless email integration: Users can send emails directly from the ServiceNow platform using the email option available in the form header, even applying templates for convenience.
  7. Expanded user access: They can now obtain bulk user licenses, allowing teams like legal to conduct reviews within the platform without any restrictions.
  8. Collaborative notifications: With the @User mention feature available in ServiceNow’s work notes and comments, they can notify and involve specific individuals for effective collaboration.
  9. Centralized email management: All emails associated with a specific form are consolidated within the activity section, simplifying email tracking and organization.
  10. Customizable sub-states: ServiceNow empowers this client to create custom fields and automate updates.

At our company, we specialize in helping clients overcome the challenges they face with their existing platforms and workflows, similar to the situation described at this client. Here’s how we can assist other clients facing similar pain points:

  1. Comprehensive assessment.
  2. Tailored solution design
  3. Seamless transition and implementation
  4. User training and support
  5. Streamlined request visibility
  6. Unified record management
  7. Enhanced communication channels
  8. Workflow automation
  9. Real-time data monitoring
  10. Customization and scalability
  11. Collaboration and notification features
  12. Comprehensive record tracking

By leveraging our expertise in ServiceNow implementation and customization, we can help your organization overcome the pain points you’re currently facing and transform your workflow into a streamlined and efficient process. Get in touch with us today to explore how we can assist you in achieving your goals.

ServiceNow Security Solution Implementation for Leading French Pharma Company

Client Overview: The case study highlights the successful implementation of the ServiceNow Security Solution by Mirroar Solutions for a renowned pharmaceutical company based in France. The client operates in a highly regulated industry and faced significant challenges in mitigating security risks from external sources.


  1. Regulatory Compliance: The client had to adhere to strict regulatory requirements imposed by French and European Union (EU) authorities, such as GDPR and ANSM guidelines. Ensuring compliance with these regulations was crucial to maintaining the client’s reputation and avoiding severe penalties.
  2. Evolving Threat Landscape: The client faced persistent cybersecurity threats from external sources, including targeted attacks, data breaches, and intellectual property theft. The rapidly evolving threat landscape necessitated robust security measures to protect sensitive data and critical assets.
  3. Risk Mitigation: With a diverse network infrastructure and multiple systems, the client struggled to identify and prioritize security risks effectively. They required a comprehensive solution that would enable them to proactively identify, assess, and mitigate risks from external sources.

Solution: Mirroar Solutions implemented the ServiceNow Security Solution, tailored to the unique requirements of the client. The solution addressed the specific challenges faced by the client and provided the following key capabilities:

  1. Advanced Threat Intelligence: The solution integrated with threat intelligence feeds, provides real-time visibility into emerging threats. This allowed the client to stay ahead of evolving security risks and take proactive measures to mitigate them.
  2. Incident Response Automation: Automated incident response workflows streamlined the detection, investigation, and remediation of security incidents. This enabled the client to respond swiftly to security breaches, reducing the impact on their operations.
  3. Vulnerability Management: The solution facilitated continuous vulnerability scanning and assessment, enabling the client to identify and prioritize vulnerabilities across their systems and applications. Timely patching and remediation significantly reduced the risk of exploitation.
  4. Compliance and Audit Readiness: The ServiceNow Security Solution helped the client maintain compliance with French and EU regulations. It automated compliance workflows, generated audit reports, and maintained a comprehensive audit trail, ensuring a smooth audit process.


  1. Risk Mitigation: By leveraging the ServiceNow Security Solution, the client achieved a significant reduction in security risks from external sources, minimizing the likelihood of data breaches and intellectual property theft. The proactive approach to risk mitigation resulted in a 60% decrease in external security incidents.
  2. Compliance Adherence: The solution enabled the client to meet the stringent regulatory requirements imposed by French and EU authorities. Achieving compliance with GDPR and ANSM guidelines resulted in a 95% compliance rating during audits, strengthening the client’s position in the industry.
  3. Improved Incident Response: With automated incident response workflows, the client reduced their incident response time by approximately 40%. This swift response minimized the impact of security incidents and ensured business continuity.
  4. Enhanced Visibility: The ServiceNow Security Solution provided the client with a centralized dashboard and reporting capabilities, offering enhanced visibility into their security posture. Real-time insights and actionable reports enabled informed decision-making and strategic planning.

Conclusion: Mirroar Solutions successfully implemented the ServiceNow Security Solution for a leading French pharmaceutical company, addressing their unique challenges related to regulatory compliance and mitigating risks from external sources. By leveraging advanced threat intelligence, automated incident response, vulnerability management, and compliance capabilities, the client experienced significant improvements in risk mitigation, compliance adherence, incident response, and visibility into their security operations. The implemented solution strengthened the client’s security posture and positioned them as a trusted and secure player in the highly regulated pharma industry.