Professional IT Service Management for Mission-Critical Cybersecurity Services
DNV Cyber operates in one of the most demanding environments: continuous cybersecurity services where availability, transparency, and rapid response are business- critical. To support these requirements, the DNV Cyber Security Operations service area decided to move to a professional IT Service Management platform and selected Matrix42 as its long-term foundation.
What began as an initiative around security incident handling is growing into a centralized ITSM platform that supports daily operations, improves visibility, and helps the team develop how they operate.
The challenge: fragmented tools and limited visibility
Before Matrix42 was introduced, the Security Operations service area relied on a variety of task-oriented tools to support daily operations, but even more focused on development work. Requests came in through emails, chats, meetings, and documents. Information was spread across systems, and not always tracked in a consistent way.
“We had a lot of information and a lot of activity, but no single place that showed the full picture,” explains Hanna Pursiainen, responsible for ITSM and related development, platforms, and processes at DNV Cyber Security Operations. “It wasn’t about lack of effort—what was missing was structure and visibility.”
As Security Operations continue to mature and expand, the limitations of the previous setup become clearer. Contract information was stored in various places, and it is difficult to get a big picture of customers and service relationships. Measuring performance or service levels has been challenging as service-related content, requests, and tasks have been in several systems and in various formats.
It became clear that a simple ticketing tool would not be enough to support future growth. DNV Cyber needs a platform that supports true IT Service Management, one capable of supporting end-to-end service delivery, management, and development.
Choosing Matrix42: a strategic platform, not just a tool
DNV Cyber has been approaching the challenge with a long-term perspective. The goal is not to find a point solution but a long-term strategic platform for the Security Operations.
Matrix42 was chosen for several reasons:
- Comprehensive IT Service Management capabilities
- Scalability to support evolving managed security services
- Strong relationship management and modeling between customers, services, contracts, and support groups
- A “right-sized” vendor approach, enabling direct collaboration and real dialogue
The decision was based on the understanding that ITSM should be built as a foundation for continuous service development—not implemented as a one-off project.
Pragmatic rollout with a clear focus on value
The implementation started where the business impact was highest: security incident management supporting SOC operations. From there, the usage has expanded step by step into a broader service management landscape:
The results: clear operational benefits
Even though development continues, the benefits within Security Operations are already becoming visible. Operational teams now work with a shared, reliable view of customers, services, and ongoing activities. Information no longer needs to be gathered from multiple sources, and manual coordination has decreased; incidents are easier to manage.
Key benefits include:
- Cost savings through consolidation of tools and licenses
- A centralized view across customers, services, and ongoing development initiatives
- Better control during incidents and critical situations
- Less manual work and fewer information silos
- A solid base for KPIs, SLA commitments, and data-driven service and customer experience improvement
“Our objective is to get visibility into where work is coming from, how long it takes, and where bottlenecks exist,” says Pursiainen. “That gives us the ability to improve, both internally and for our customers.”
Looking ahead
DNV Cyber sees the Matrix42 implementation as something that is still evolving, not a finished project. The focus is on strengthening its role and making sure it can scale as needs grow.
With CMDB and Raynet ONE, visibility into assets and dependencies will deepen further. At the same time, IGA (Identity Governance & Administration) is helping manage identity and access more consistently.
The long-term vision is clear: one consistent view of customers, services, and dependencies to support better service and customer value.
With Matrix42, DNV Cyber Security Operations is building a more structured and measurable way of working. What has been fragmented and difficult to oversee is now becoming clearer and easier to manage.
The platform is helping DNV Cyber to bring services, data, and processes together in one place — creating a setup that supports today’s needs and can grow over time.
Does your organization face similar challenges? Learn how Matrix42 Service Management can help you turn complexity into control.
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