What Does a Solid Ticketing Workflow Actually Look Like?

About The Presenter

  • Scott Kuffer: Co-founder and COO at Nucleus Security


Vulnerability management is a complex process that involves identifying, prioritizing, and remediating vulnerabilities in an organization’s systems and assets. One critical aspect of this process is ticketing, which helps track and manage the remediation efforts. However, many organizations struggle with ticketing workflows, leading to inefficiencies and challenges in prioritization and reporting.

In this webinar, Scott Kuffer discusses the challenges and best practices of vulnerability management workflows and ticketing. He emphasizes the discrepancy between vulnerability management teams’ priorities and the priorities of the business as a whole. 

Scott explores different ticketing workflows, starting with basic vulnerability-based tickets and progressing to more advanced options such as asset-based, team-based, and action-based tickets.  He highlights the benefits of automating ticket creation and reporting, as well as the potential for redefining how vulnerability management is approached within organizations.

Key Takeaways

The Disconnect Between Vulnerability Management and Business Priorities

One of the main challenges in vulnerability management is the disconnect between how vulnerability management teams prioritize vulnerabilities and how businesses prioritize efficiency and outcomes. Vulnerability management teams often rely on prioritization systems like CVSS or EPSS, which focus on identifying the individual vulnerability that poses the most risk to the business. However, businesses are more concerned with maximizing ROI and efficiency, aiming to fix the maximum number of vulnerabilities with a certain amount of resources.

To bridge this gap, organizations need to align their vulnerability management processes with business priorities. This can be achieved by adopting an efficiency-based approach to ticketing workflows. Instead of focusing solely on individual vulnerabilities, organizations can group vulnerabilities based on common solutions or actions. This allows them to maximize remediation efforts and achieve better outcomes with limited resources.

Optimizing Ticketing Workflows through Automation

Ticketing workflows can be time-consuming and prone to manual errors, especially when managing a large number of vulnerabilities. Automating ticket creation and management can significantly improve efficiency and reduce the burden on vulnerability management teams.

By leveraging a solution like Nucleus, organizations can automate the creation of tickets tied to specific initiatives or epics. This eliminates the need for manual ticket creation and ensures that tickets are properly organized and prioritized. Additionally, automation enables better visibility into the status of tickets, allowing vulnerability management teams to track remediation progress and report on it more effectively.

Advanced Ticketing Workflows for Scalability and Efficiency

While basic ticketing workflows provide significant benefits, organizations can further optimize their processes by implementing more advanced ticketing workflows. These workflows involve grouping vulnerabilities and assets based on team ownership, asset ownership, and common solutions or actions.

In team-based ticketing workflows, vulnerabilities are grouped based on the team that owns the asset and the assets with the same vulnerabilities. This allows for the creation of tickets that address multiple vulnerabilities on multiple assets owned by the same team. By consolidating tickets in this way, organizations can reduce the number of tickets and streamline the remediation process.

Action-based ticketing workflows take optimization a step further by focusing on solutions rather than individual vulnerabilities. Vulnerabilities that share the same solution are grouped together, and tickets are created based on the prioritization of these solutions. This approach allows organizations to prioritize remediation actions that have the most significant impact on reducing risk and improving overall security posture.

Closing Thoughts

Optimizing vulnerability management workflows and ticketing is crucial for organizations looking to improve efficiency and achieve better outcomes. By aligning vulnerability management with business priorities, automating ticket creation and management, and implementing advanced ticketing workflows, organizations can streamline their processes and maximize their remediation efforts.

It is essential for organizations to recognize the disconnect between vulnerability management and business priorities and work towards bridging that gap. By doing so, they can transform vulnerability management into a translation layer that enables efficient and effective remediation actions.

By adopting these strategies and leveraging solutions like Nucleus, organizations can enhance their vulnerability management processes, improve their security posture, and achieve better outcomes in their overall cybersecurity efforts.

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