Let’s start by breaking down the acronym. SOAR: Security Orchestration, Automation and Response. So let’s try to imagine, precisely, an orchestra performing a symphony: each instrument plays its score diligently and flawlessly, but it’s only thanks to the conductor that the ensemble transforms into music. 

Now, let’s think about everything related to cybersecurity in a company: antivirus, firewalls, monitoring tools, analyst teams… all fundamental, certainly. But without an “orchestra conductor” who coordinates every intervention, the result risks being confusion. And when the security of an entire IT infrastructure is at stake, the margin of error must be practically zero; or, at least, that’s what we should aim for. 

This is where SOAR (Security Orchestration, Automation and Response) comes into play. A system that doesn’t just detect threats, but manages them in an automated, structured, intelligent way. And that can integrate synergistically with ITSM to ensure a superior level of resilience. 

In this article, we’ll see in detail what SOAR is and how it works; what the concrete benefits are for companies; how it integrates with ITSM processes for a truly solid defense suitable for every type of company. 

What is SOAR? An operational definition 

Let’s get straight to the point: what is SOAR? What is it about, in concrete terms? 

We talk about SOAR to identify a platform designed to help security teams detect, analyze and respond to incidents in a structured, automated and documented way. In other words, it’s a tool that doesn’t just observe what happens (like classic SIEM systems do), but acts, coordinating responses between people, processes and technologies. 

SOAR receives information from dozens of different sources (monitoring tools, firewalls, antivirus, authentication systems, endpoints, etc.) analyzes these inputs, correlates them, compares them with predefined playbooks and, if necessary, automatically activates response actions: it can isolate a device from the network, close a suspicious session, revoke access, open an IT ticket, send notifications to the team, and much more. 

But that’s not all. The value and function of SOAR go beyond simple automation. What can be done, in fact, is: 

• standardize response procedures, reducing errors and ensuring consistency in actions; 

• document every step, useful both for security teams and for audit and compliance needs; 

• create fluid collaboration between IT and cybersecurity teams, facilitating shared incident management. 

Below, we proceed by going even deeper, analyzing what we could define as the “three souls” of SOAR, inherent in the acronym itself. 

The three souls of SOAR: orchestration, automation, response 

1. Orchestration 

It’s the strategic heart of SOAR. What allows connecting all security tools, devices and processes in a single integrated framework. This creates a “command center” from which to monitor and manage every phase of incident response. The true orchestral conducting, which we mentioned in the introduction. 

2. Automation 

Automation: one of the decisive keywords of the technological and digital frontier. A frontier that moves a little further every day. But let’s stay concrete and operational, without departing from the track of this article. Thanks to predefined scripts and playbooks, SOAR can automatically execute a series of actions when it detects a threat. Some examples? Endpoint isolation, credential revocation, opening an IT ticket, notifications to the SOC team, and much more. Everything depends on your needs and how the system is configured. 

3. Response 

And here we are at the last aspect, which is the natural culmination of the previous two. An effective SOAR system guides the entire incident response process of any nature: from initial assessment to resolution and final reporting. Every step is documented, traceable and optimizable. In short, the point of arrival is also the starting point of a continuous improvement process. 

SOAR and ITSM: two sides that strengthen each other 

ITSM is the acronym for IT Service Management: it’s the set of processes, tools and best practices that allow managing IT services in a structured, efficient way oriented towards continuous improvement. In practice, it’s the architrave on which all the IT operations of an organization rest. 

SOAR, at its core, can be seen as a natural extension of ITSM logic in the cybersecurity field. The two approaches share a procedural and systemic vision, and precisely for this reason the integration between SOAR and ITSM represents today one of the most effective strategies to face modern challenges. 

Why integrate them? 

SOAR and ITSM, together, create a practically “natural” synergy. A synergy capable of breaking down organizational silos, ensuring compliance, making the corporate infrastructure more “anti-fragile” and improving user experience. 

On one hand, ITSM offers the methodological rigor and traceability indispensable for managing incidents and requests; on the other hand, SOAR adds response speed and intelligent automation in threat management. 

Let’s put it in an even more practical way: in common experience, many security incidents become IT incidents. If malware blocks a server, the Service Desk must intervene. Therefore, an integrated and coordinated response upstream between IT and cybersecurity is fundamental, reduces risks, optimizes resolution times and cuts costs. 

Let’s give an example: with SOAR-ITSM integration, identifying an anomaly automatically generates an IT ticket; the response playbook activates actions on both the security and IT sides (such as password reset, patch application, network isolation). Every phase of this process, finally, remains documented in the ITSM system, facilitating audits and triggering continuous improvement dynamics. 

How to integrate them? 

The answer to this question is not, and cannot be univocal. A great deal depends on the physiology of the individual company, the systems already in use, the needs and objectives. 

Solutions like EV Service Manager take all this into account and offer a perfect base for every type of integration, with open APIs, automated workflows and full support for ITIL processes. With great attention to a “tailor-made” implementation for each company. 

The main advantages of a SOAR system 

We’ve seen what SOAR is (with its three souls) and why it’s fundamental to integrate it with ITSM. We’ve already hinted at the advantages that derive from this implementation. Now we list them below in a clear and synthetic way: 

1. Faster incident response 

By reducing manual workload, security analysts can focus on the most complex cases. The rest is handled automatically in seconds. 

2. Reduction of errors and repetitive activities 

Thanks to automation, the most repetitive and basic tasks (IP verification, machine isolation, ticket updates) are executed in a standardized way and without margins of error. 

3. Greater visibility and control 

Every action is recorded, every event is traceable. This enables precise reporting, useful for IT managers, and control authorities. And useful especially for triggering the continuous improvement spiral. 

4. Collaboration between IT and security teams 

SOAR becomes a “bridge” between security operations centers and IT Operations teams, favoring a structured exchange of information that, ultimately, leads to shared and more efficient problem resolution. 

When and why adopt SOAR? 

Let’s conclude this article staying on the track of concreteness. And let’s see in detail when it’s really the right time to adopt SOAR. 

1. The volume of alerts is unmanageable 

If security operations centers receive hundreds or thousands of notifications per day, the risk is that real threats get lost among false positives. SOAR helps filter, classify and automatically manage alerts, lightening the human workload. 

2. Response times are too long 

Every minute counts during a cyber attack. When the response process still depends on manual steps, email approvals or tickets managed verbally, fatal delays are risked. SOAR drastically accelerates intervention by automating workflows. 

3. Processes are not documented or standardized 

In many organizations, incident management happens in a fragmented way. Each analyst follows their own method. The result? Discontinuity, inefficiencies and auditing difficulties. With SOAR, every action is guided by predefined playbooks, tracked and easily verifiable. 

4. There’s a need for continuous compliance 

For highly regulated sectors like banking, healthcare, insurance, or Public Administration, documenting and demonstrating every action is fundamental. SOAR makes everything verifiable: every log, every decision, every automation can be easily recorded, with maximum attention to conformity. 

5. You want to move from reactive to proactive management 

The most precious value of SOAR lies in its ability to radically transform the approach to security: not just react to attacks, but prevent them. A true paradigm shift. 

Conclusions 

In a context where cyber threats multiply and become increasingly sophisticated, SOAR represents an indispensable technological and strategic response. 

And if integrated with the most advanced ITSM platforms, its potential grows exponentially: less stress for teams, more protection for the company. 

FAQ 

What is SOAR and what problems does it solve? SOAR stands for Security Orchestration, Automation and Response. It helps companies respond more quickly to security incidents, automating the most repetitive actions and improving collaboration between teams. 

What are the advantages of integration with ITSM? ITSM offers the methodological rigor and traceability indispensable for managing incidents and requests; while, SOAR adds response speed and intelligent automation 

Do you need a large company to implement SOAR? No. Even medium-small realities can benefit from a SOAR approach, especially if they manage sensitive data or work in regulated sectors.