Streamline Incident Management and Issue Tracking Using DFLabs SOAR and Jira

Security incidents are complex and dynamic events, requiring the coordinated participation from multiple teams across the organization. For these teams to work with maximum efficiency, as a single body, it is critical that information flows seamlessly between all teams in real-time. Faced with a continued onslaught of security incidents, organizations must find ways to maximize the utilization of their limited resources to remain ahead of the attackers and ensure the integrity of the organization’s critical resources.

This blog will briefly discuss how your security operations team can manage security incidents in a whole new and efficient way by integrating DFLabs IncMan Security Orchestration, Automation and Response (SOAR) platform with your existing Jira solution, including a simple use case.

It is critical to bridge the gap between security teams orchestrating incidents with SOAR solutions such as IncMan and teams tracking other tasks with Jira, to ensure that all teams maintain a holistic view of the incident and function together as a single, unified body.

The Challenges

Today there are many challenges faced by security teams within their specific security programs. By integrating DFLabs IncMan SOAR with Jira you will be able to overcome the following key problems:

  • How can I ensure that all teams have the most up-to-date incident information?
  • How can I integrate the power of IncMan into my existing issues management process?
  • How can I enable all teams to work as a single unified body to increase the efficiency of the incident response process?
  • How can I quickly communicate critical information to those outside the security team?


Let’s discuss how in more detail.

How to Streamline Incident Management and Issue Tracking With The DFLabs SOAR and Jira Solution

Security operations teams struggle to gain visibility of threats and rapidly respond to cyber incidents due to the sheer number of different security technologies they must maintain and manage and the resulting flood of alerts. Aggregating these into a single pane of glass to prioritize what is critical and needs immediate attention requires a platform that can consolidate disparate technologies and alerts, and provides a cohesive and comprehensive capability set to orchestrate incident response efforts.

Jira’s industry-leading issue tracking solution has been battle-tested and becomes the core of an organization’s support, IT, incident response and project management processes worldwide. Jira allows teams from across the organization to collaborate and share information to plan, track and report projects and issues in real-time, maximizing efficiency and reducing impacts on the organization’s critical business processes.

By integrating with Jira, DFLabs IncMan extends these capabilities to Jira users, combining the orchestration, automation and response power of IncMan with the organization’s existing issue tracking process. IncMan’s R3 Rapid Response Runbooks can be used to automatically create issues within Jira and continue to update the issue as the incident progresses.

Allowing organizations to seamlessly share information between IncMan and Jira ensures that all involved in the incident response process are working with a unified set of information, enabling organizations to maximize security analyst efficiency, reduce incident resolution time, as well as reduce the number of incidents handled.

Use Case

An alert of a host communicating with a potentially malicious domain has automatically generated an Incident within IncMan.This alert is automatically categorized within IncMan based on the organizations’ policies, which initiates the organization’s Domain reputation runbook, shown below:

incident management DFLabs


Through this runbook, IncMan automatically gathers domain reputation information for the domain which generated the alert. If the resulting domain reputation information indicates that the domain may be malicious, IncMan will use a Notification action to automatically create a new Issue within Jira, allowing Jira users to immediately begin next steps. Next, using additional Enrichment actions, IncMan will automatically gather additional information regarding the suspicious domain, such as WHOIS and geolocation information. IncMan will then automatically update the Jira issue with this information. Finally, a screenshot of the page (if applicable), is taken and added to IncMan.

The automated workflow of IncMan’s R3 Runbooks means that an IncMan incident and Jira issue will have been automatically generated, and these enrichment actions through the Quick Integration Connector with Jira and other enrichment sources will have already been committed before an analyst is even aware that an incident has occurred. Both IncMan and Jira users are now able to perform their respective tasks, knowing that they are each working with the same information, and can continue to do so as the incident progresses.  

By harnessing the power of Jira’s industry-leading issue tracking solution, along with the orchestration, automation and response capabilities of DFLab’s IncMan SOAR platform, organizations can elevate their incident response process, leading to faster and more effective incident response and reduced risk across the entire organization.

If you would like to see IncMan and Jira in action together in more detail, get in touch to request a live demo of IncMan with one of the team.

The Overlooked Importance of Incident Management

Whether you call it Incident Management or Incident Handling, most will agree that there is a distinct difference between responding to an incident and managing an incident. Put simply, Incident Response can be defined as the “doing”, while Incident Management can be defined as the “orchestrating”. Proper Incident Management is the foundation and structure upon which a successful Incident Response program must be based. There are numerous blogs, articles and papers addressing various aspects of the differences between Incident Response and Incident Management dating back to at least a decade. Why add another to the top of the pile? Because while most organizations now see the value in putting people, tools, and basic processes in place to respond to the inevitable incident, many still do not take the time to develop a solid Incident Management process to orchestrate the response effort.

Security incidents create a unique environment, highly dynamic and often stressful, and outside the comfort zone of many of those who may be involved in the response process. This is especially true during complex incidents where ancillary team members, such as those from Human Resources, Legal, Compliance or Executive Management, may become involved. These ancillary team members are often accustomed to working in a more structured environment and have had very little previous exposure to the Incident Response process, making Incident Management an even more critical function. Although often overlooked, the lack of effective Incident Management will invariably result in a less efficient and effective process, leading to increased financial and reputational damage from an incident.

Many day-to-day management processes do not adapt well to these complex challenges. For example, as the size and complexity of a security incident increases, the number of people that a single manager can directly supervise effectively decreases. It is also not uncommon for some employees to report to more than one supervisor. During a security incident, this can lead to mixed directives and confusion. During a security incident, it is critical that information flows quickly and smoothly both vertically and horizontally. Many organization’s existing communication methods do not adapt well to this.

When an ad-hoc Incident Management system is used, the response process becomes much less consistent and effective. A common pitfall of this ad-hoc management style is that it can create a flat management structure, forcing the Incident Response Coordinator to directly oversee the functions of many groups with vastly different objectives. A flat structure such as this also tends to inhibit the flow of information between the individual groups.

 

incident management 1

 

Another common pitfall of this ad-hoc management style is that it often results in a fragmented and disorganized process. Without proper management to provide clear objectives and expectations, it is easy for individual groups to create their own objectives based on what they believe to be the priority. This seriously limits the effective communication between individual groups, forcing each to work with incomplete or incorrect information.

 

incident management 2

 

There are numerous ways in which the Incident Management process can be streamlined. On Wednesday, January 31st, DFLabs will be releasing a new whitepaper titled “Increasing the Effectiveness of Incident Management”, discussing the lessons that can be learned from decades of trial and error in another profession, the fire service, to improve the effectiveness of the Incident Management process. John Moran, Sr. Product Manager at DFLabs, will also be joining Paul and the Enterprise Security Weekly Team on their podcast at 1 PM EST on January 31st to discuss some of these lessons in more detail. Stay tuned to the DFLabs website, or listen in on the podcast on January 31st for more details!