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Paychex experiences more productivity and innovation with ServiceNow™ and ITS Partners.

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About Paychex

Paychex, Inc. is a recognized leader in the payroll, human resource, and benefits outsourcing industry, with a steadfast commitment to success and a record of achievement that continues a tradition of delivering excellence.

Paychex Building-1

We were enlisted to help:

  • Cut out manually inputting information.
  • Manage other platforms' flaws.
  • Reduce the amount time reporting vulnerabilities.
  • Integrate security tools.


      • Can now securely share more information.
      • Have the ability to track the security investigations with more accuracy.
      • Sped up the response time to vulnerabilities.
      • Repurposed their existing resources to focus more on security operations rather than doing manual tasks.

The Challenge

Paychex is a nationally recognized leader in the payroll, human resources, and benefits outsourcing industry, but the company was facing a technical challenge. Paychex handles vast amounts of data, and much of it is highly sensitive. But while the Paychex all-in-one HR and payroll platform provide power and simplicity for more than 680,000 businesses, the company’s in-house security operations team was inundated with burdensome complexities.

When Paychex suspects that a client has a data breach, they send fraud and security investigations units into action. These agile teams collect and analyze data quickly, providing the client with the support and information they need. Both time and confidentiality are critical during these sensitive investigations. 

With Paychex’s two previous ticketing systems, their security investigations team spent too much time manually inputting information and managing the platform's flaws. While there needed to be security protections that kept private data hidden from the general population, the old systems lacked any integration with each other. As the team tried to balance all these moving parts, they worried they might miss things.

ITS delivers practical tools that Paychex needed

ITS suggested ServiceNow’s Incident and Vulnerability Response modules as a solution. While the Paychex team made some minor customizations, they easily transitioned to the new software. Paychex discovered that, thanks to the module’s automation and functionality, they achieved better results. They found they could securely share more information and track the security investigations team’s progress with more accuracy. 

Reduction in Vulnerability Response Times
Hours Reduced
Security Tools Integrated
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"ITS Partners was willing to truly partner and challenge us on some of our, ‘we want it this way’ discussions. They were very good at having that conversation in a constructive way to say, ‘we think that’s not a good choice,’ and get us to the best product."
Karen Kingsley-1

Karen K.
IT Admin and Developer, ServiceNow Platform for Paychex


Watch the Paychex Story