From Reaction to Resilience: Evolving Incident Management with Michael Civitano

In this episode, Manish speaks with Michael Civitano, Senior Security Manager of Intelligence and GSOC at ServiceNow, about transforming incident management from reactive firefighting to proactive resilience. They unpack how modern GSOCs can streamline incident detection and response through simplified processes, empowered teams, and the strategic use of AI. The discussion also explores how collaboration, adaptability, and data-driven forecasting elevate incident management from an operational function to a vital business enabler.

What you'll learn:

• How to reimagine incident management as an enterprise-wide risk strategy rather than a siloed security process
• Practical ways to enhance response speed and decision-making through automation, clear playbooks, and human-centered leadership
• Lessons from real-world crises on staying flexible, maintaining communication, and building trusted cross-functional relationships that drive resilience

Learn more about Ontic's Incident Management solution here.

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