Web-Based SOC Ticketing System for Improving Incident Management in Security Operations Centre
Description
Security Operations Centres (SOCs) are responsible for managing and responding to cybersecurity incidents in increasingly complex threat environments. However, many SOCs still rely on manual or fragmented methods to track incidents, which can result in inefficiencies and delayed response times. To address this issue, this paper presents the design and implementation of a web-based SOC ticketing system aimed at improving incident management processes. The proposed system provides centralized incident tracking, ticket prioritization, status monitoring, and role-based access through a web interface. The system was developed using a system-based research approach and evaluated through functional and scenario-based testing. The results indicate that the proposed system improves incident organization, enhances visibility of incident status, and supports more efficient SOC workflows. This study demonstrates the practicality of lightweight web-based ticketing solutions in strengthening SOC incident management.
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Additional details
Dates
- Submitted
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2026-05-17Security Operations centres (SOCs) serves a critical role in monitoring, detecting, and responding to cybersecurity incidents in present establishments. As cyber threats increase in scale and complexity, SOC teams are needed to process an increasing number of security alerts while maintaining timely and effective incident response. The ability to manage security incidents efficiently has therefore become a critical factor in maintaining an organization's overall cybersecurity posture [1][5].
References
- [1] SANS Institute, "SOC Survey and Best Practices," 2020. [2] Robinson, T., "IT Incident Management: Future Trends," GRC Viewpoint, 2022. [3] Atomicwork, "IT Ticketing System: Key Capabilities, Benefits and Top Solutions," 2024. [4] Freshworks, "What is an IT Ticketing System?" https://www.freshworks.com/ticketing-system/it/ [5] IBM Security, Cost of a Data Breach Report, 2022. [6] Hajamydeen, A. I., Hasni, M. D., & Abdullah, M. I. (2024). Integrating Wazuh for Efficient Real-Time Threat Monitoring and Vulnerability Assessment in a SOC Environment. In Utilizing Renewable Energy, Technology, and Education for Industry 5.0 (pp. 292-320). IGI Global Scientific Publishing. [7] Kamal, A., Hajamydeen, A. I., & Jaharadak, A. A., "Log Necropsy: Web-Based Log Analysis Tool," IEEE ICSPC, 2022. [8] Abdullah, M. I., Abas, A. I., & Hajamydeen, A. I., "Effective SOC Response Strategies Using MITRE ATT&CK," Journal of Emerging Technologies and Industrial Applications, 2024.