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Customer Case Study
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SKOUT Cybersecurity automates its DevSecOps, incident response, infrastructure automation, and compliance needs with Refactr.




New York, NY




Enterprise starter

Refactr Impact
  • Increased quality of customer support
  • The number of tools consolidated
  • The number of jobs run
Isometric graphic of the incident response use case for Refactr's DevSecOps automation platform
We were able to massively cut our time-to-market by leveraging the Refactr platform for security automation and tying that into the case management ticketing systems for our Security Operations Center, which had previously been a manual process. This same project done with developer labor would have taken twice as long and easily 10x the cost of outsourced talent.”

The Customer

SKOUT makes cyber-as-a-service easy for Managed Service Providers (MSPs) by offering one dashboard, one number to call, and one turnkey partner. SKOUT is trusted by MSPs all over the world to lower the cost and complexity of delivering managed security services. SKOUT believes that all businesses should have access to protection from cybercrime, regardless of size.

The Challenge

The IT industry is undergoing rapid digital transformation driven by public cloud adoption. But while DevOps teams are making strides, most cybersecurity practitioners don’t have access to the tools needed to shift left. Because of a dearth in approach security automated solutions, security has remained a reactive process—until Refactr.

Refactr’s radically simple DevSecOps automation platform helps SKOUT to automate the synchronization of support tickets between SKOUT’s ticketing system (ManageEngine) and the customer’s chosen ticketing systems (ConnectWise, ServiceNow, AutoTask). Integrating SKOUT’s ticketing system with the customer’s ticketing system enables real-time escalation of critical alerts and notices, facilitating urgent communication.

The Results

SKOUT's existing ticket integration solution only  supported customers using ConnectWise and was not readily adapted to other third-party ticketing systems. Refactr supports ServiceNow and AutoTask in addition to ConnectWise, making it possible to integrate ticketing for customers using these systems, and improving the quality and timeliness of communication with SKOUT's customers.

‍Previously, Skout utilized Logstash for significant portions of the ticket integration solution. Refactr consolidates all database operations and service interactions into the Refactr pipelines, eliminating the dependency on Logstash and its proprietary, complex scripting. 

Refactr ticket integration solution is designed to support a scalable number of Refactr Runners to handle the growing volume of integrated customers. In the first two weeks following release, the Refactr solution processed approximately 100,000 jobs to create and synchronize tickets with customers. 

All information and persons involved in case study are accurate at the time of publication.

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