What users are saying about

Freshservice

4 Ratings

AlienVault OSSIM

14 Ratings
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Score 8.2 out of 101

Freshservice

4 Ratings
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Score 9.1 out of 101

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Likelihood to Recommend

AlienVault OSSIM

If this is your first experience with a SIEM, this one can get you started. Take the time to learn the ins and outs of the product and you'll most likely be satisfied with it if your company is an SMB. If you need compliance reports, OSSIM is too small for you, you'll need to go with USM or USM Anywhere.
Ivan Montilla Miralles profile photo

Freshservice

If you want an IT based system that allows you to create trouble tickets, collect all documentation and assets, and is intuitive so that your'e not "administering administration", Freshservice is a good solution. Their support team is very helpful and responsive, and it was attractive to us since it was cloud-hosted. If you do not plan to take advantage of the CMDB or change management options, you may be better off using the simpler and inexpensive product, Freshdesk.
Rick Murphy profile photo

Feature Rating Comparison

Security Information and Event Management (SIEM)

AlienVault OSSIM
8.2
Freshservice
Centralized event and log data collection
AlienVault OSSIM
8.3
Freshservice
Correlation
AlienVault OSSIM
8.0
Freshservice
Event and log normalization
AlienVault OSSIM
8.0
Freshservice
Deployment flexibility
AlienVault OSSIM
8.7
Freshservice
Integration with Identity and Access Management Tools
AlienVault OSSIM
7.5
Freshservice
Custom dashboards and views
AlienVault OSSIM
8.0
Freshservice
Host and network-based intrusion detection
AlienVault OSSIM
8.7
Freshservice

Incident and problem management

AlienVault OSSIM
Freshservice
10.0
Organize and prioritize service tickets
AlienVault OSSIM
Freshservice
10.0
Expert directory
AlienVault OSSIM
Freshservice
10.0
Service restoration
AlienVault OSSIM
Freshservice
10.0
Self-service tools
AlienVault OSSIM
Freshservice
10.0
Subscription-based notifications
AlienVault OSSIM
Freshservice
10.0
ITSM collaboration and documentation
AlienVault OSSIM
Freshservice
10.0
ITSM reports and dashboards
AlienVault OSSIM
Freshservice
10.0

ITSM asset management

AlienVault OSSIM
Freshservice
10.0
Configuration mangement
AlienVault OSSIM
Freshservice
10.0
Asset management dashboard
AlienVault OSSIM
Freshservice
10.0
Policy and contract enforcement
AlienVault OSSIM
Freshservice
10.0

Change management

AlienVault OSSIM
Freshservice
10.0
Change requests repository
AlienVault OSSIM
Freshservice
10.0
Change calendar
AlienVault OSSIM
Freshservice
10.0
Service-level management
AlienVault OSSIM
Freshservice
10.0

Pros

  • Being a part of the Open Source community, open source tools are always a big plus for me.
  • Being a simple straightforward tool, it does a great job especially with the asset management piece built into it.
  • Straightforward
  • Open Threat Exchange(OTX) gives a straightforward live threat intel feed to work off.
No photo available
  • Change management is a great asset of the system. It allows you to gain approvals, and document the entire process. Over the years we have chosen specific routes to address technology needs on campus only to wonder why did it that way a few years down the road.
  • The service catalog is valuable in that allows you to detail everything you can provide to your constituents. You can create your own forms, indicate anticipated delivery, and specify costs. This puts great information in front of your users from the get go.
  • The CMDB allows you to keep inventory of all assets, hardware and software, and create relationships. The information you put into the system can assist in decision-making, troubleshooting, and monitoring ROI.
  • Freshservice's built-in reports offer quick metrics to monitor your service goals
Rick Murphy profile photo

Cons

  • The correlation directives that come out of the box are very few. I understand more correlation directives are a premium product, but one can hardly see the value of having very few. It makes new customers think they will not get better directives when they switch to the full USM or USM Anywhere.
  • Same with reports, the few reports it comes out of the box can be retrieved using other tools that are better prepared for the task. I understand that compliance reports aren't free, but at least I'd expect more security reports.
  • The OTX tab in dashboards sometimes takes too long to load, even if you have a fast internet and plenty of resources in the VM.
Ivan Montilla Miralles profile photo
  • While the CMDB is robust and helpful, you don't have much control over the view when looking at the preview grid.
  • We previously used the sister product, Freshdesk, and we appreciated the built-in chat feature. It would be nice to see Freshservice add this to their product so that we don't have to rely on third-party systems to communicate inter-departmentally, or with constituents.
  • The ticket system is intuitive and has some great features. But one of the things that is inherent with technical support is multi-part tasks related to a particular solution. While Freshservice allows you to create tasks that must be completed which you can assign to any of the other agents, it would be nice to be able to create task templates for situations that require several standard sub-tasks. For example, with computer setups if you could apply a "setup" template that identifies the various steps that must be completed so that you can monitor progress more closely, and offer quality assurance.
Rick Murphy profile photo

Usability

AlienVault OSSIM8.0
Based on 1 answer
AlienVault OSSIM is far easy to use and manage - provided you know what you're doing. As any SIEM application, there is some background knowledge required in order to take advantage of the product's functionalities, such as the log correlation and analysis. Other than that, the application is quite usable and robust.
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No score
No answers yet
No answers on this topic

Alternatives Considered

AlienVault OSSIM as the first experience with a SIEM is very fine, especially if your company is an SMB. Every SIEM shares some features in common with other products, features such as log retrieval and normalization. So if you stick with principles, you can learn other SIEM products as well. If your environment is not of a minimum size, LogRhythm might be overkill for your network, same with McAfee Enterprise Security Manager.
Ivan Montilla Miralles profile photo
The feature sets, intuitive nature, and hosted options were all attractive to us as we looked for a ITIL- centric solution. The interface, and ability to be up-and-running in a very short amount of time drove us to invest in Freshservice
Rick Murphy profile photo

Return on Investment

  • Since it's free, ROI has been positive in terms of money. In time cost and engineer time, it has been also very cheap to implement since it's very easy to get it running.
  • As a learning tool, for ACSE certification, it has also been very useful, since it shares a lot with the USM appliance installation.
  • As a test environment, again, it shares a lot with the USM appliance installation, so if you have a USM also and you don't want to test things over your production environment, testing with OSSIM first has been a good way to mitigate possible bad effects.
Ivan Montilla Miralles profile photo
  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy profile photo

Pricing Details

AlienVault OSSIM

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Freshservice

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*
1.  per agent, per month
Additional Pricing Details