Cybersecurity 2024: Tools Must Be Easier to Integrate

How and which tools security teams use and how well they work together is examined in the third part of the “OTRS Spotlight: Corporate Security 2023” survey.
  • OTRS survey: Tool complexity and ensuring clean data are biggest challenges for security teams when using multiple tools
  • Vulnerability management and extended detection and response tools expected to see most adoption
  • Reporting capabilities, patching timeliness and functionality are key buying criteria for U.S. teams

Cupertino, CA, 18 January 2024 – If U.S. cybersecurity specialists had one wish for software manufacturers this year, it would most likely be for their security toolbox to be less complex. At 43 and 42 percent respectively, tool complexity and ensuring clean data are at the top of their list of the biggest challenges in managing and maintaining multiple security tools. These are the results of the third part of the “OTRS Spotlight: Corporate Security 2023” survey, for which the software company OTRS Group, in collaboration with the market research company Pollfish, surveyed 500 IT and cybersecurity professionals, including 100 in the United States.

Reporting and functionality more important than costs

Despite the fact that many U.S. teams are very satisfied (35 percent) or slightly satisfied (also 35 percent) with the integration and interoperability of current security tools, they do intend to expand their toolkits in the near future. In fact, more than a third (35 percent) plan to introduce vulnerability management tools. Another 30 percent are looking at XDR (extended detection and response) solutions; other key software needs include TI (threat intelligence) tools at 28 percent, SOAR (security orchestration, automation and response) software at 26 percent, and SIEM (security information and event management) solutions at 20 percent.

Timely security updates and patches (47 percent), reporting and analytics (44 percent), and functionality (41 percent) are the most important decision criteria for them. In fact, only about a quarter of U.S. respondents (23 percent) cite cost as one of their top criteria when shopping for software solutions.

SOAR software in the SOC: better collaboration, response time, tracking and reporting

The high proportion in the U.S. that neither uses SOAR software (14 percent) nor plans to introduce it (12 percent) is also striking. Internationally, security teams see great advantages in SOAR software for the SOC (Security Operations Center). At 54 percent of all respondents surveyed, most feel that using the software makes it easier for them to collaborate with IT. Around half of respondents (51 percent) say that the benefits of SOAR software for their SOC are that it improves response times as well as incident tracking and reporting.

Jens Bothe, Vice President Information Security at OTRS AG, encourages security teams: “Although there are many tools on the market that leave a lot to be desired in terms of integration options and interoperability, security teams should not bury their heads in the sand and give up the search prematurely. After all, error-prone manual processes or even unsecured communication pose an enormous security risk and cannot be the alternative. Tools such as robust SOAR software not only save teams valuable time through automated processes and secure integrations with other tools, but also ensure that they can respond quickly and effectively to threats and incidents while also easily conforming with compliance guidelines.”


About the Survey “OTRS Spotlight: Corporate Security 2023”

The data used is based on an online survey conducted by Pollfish Inc. on behalf of OTRS AG, in which 500 IT und cyber security professionals in the U.S., Germany, Brazil, Mexico, Singapore and Malaysia participated between September 5, 2023, and September 8, 2023.

Additional results from the third part of the survey can be found in the infographic, which is available for download here.

The results of the first two parts of the survey are available here:

About OTRS Group

OTRS Group is the manufacturer and the world’s largest provider of the enterprise service management suite OTRS. It offers companies industry-independent solutions for structured communication in customer service, IT service management and security management. In addition to the core product OTRS, the security solutions STORM and CONTROL ensure efficient cybersecurity incident management and transparent documentation in accordance with standards such as ISO 27001.

Among its customers are Lufthansa, Porsche, BSI (Federal Office for Security in Information Technology), Helios Kliniken, Haribo, Ameropa und TUI Cruises. The company consists of OTRS AG and its five subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), OTRS do Brasil Soluções Ltda. (Brazil) and OTRS Magyarország Kft. (Hungary). OTRS AG is listed on the basic board of the Frankfurt Stock Exchange.

For more information, see

Press Contact OTRS:
Address OTRS AG
Zimmermühlenweg 11
61440 Oberursel
Name Laura Bug
Phone +49 6172 681988-32

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