What users are saying about

ServiceNow

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
245 Ratings
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.3 out of 101

ServiceNow

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
245 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8 out of 101

Add comparison

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

ServiceNow

ServiceNow is a perfect and great fit for A to B style helpdesk ticketing! I would tend to shy away from this product is your project management shop is on the medium or larger scale. It is ok for smaller projects but not for large complex, multi-team projects. ServiceNow is also great for establishing routine and frequently used workflows that you want to publish to an external or public customer base. There is a lot of potential to relieve a lot of administrative overhead but it requires a lot of back end work to see those results.
Jesse Bickel, MS - PMP profile photo

Feature Rating Comparison

Security Information and Event Management (SIEM)

AlienVault OSSIM
8.2
ServiceNow
Centralized event and log data collection
AlienVault OSSIM
8.4
ServiceNow
Correlation
AlienVault OSSIM
8.0
ServiceNow
Event and log normalization
AlienVault OSSIM
8.0
ServiceNow
Deployment flexibility
AlienVault OSSIM
8.7
ServiceNow
Integration with Identity and Access Management Tools
AlienVault OSSIM
7.5
ServiceNow
Custom dashboards and views
AlienVault OSSIM
8.0
ServiceNow
Host and network-based intrusion detection
AlienVault OSSIM
8.6
ServiceNow

Incident and problem management

AlienVault OSSIM
ServiceNow
8.6
Organize and prioritize service tickets
AlienVault OSSIM
ServiceNow
9.3
Expert directory
AlienVault OSSIM
ServiceNow
8.2
Service restoration
AlienVault OSSIM
ServiceNow
8.7
Self-service tools
AlienVault OSSIM
ServiceNow
8.6
Subscription-based notifications
AlienVault OSSIM
ServiceNow
8.4
ITSM collaboration and documentation
AlienVault OSSIM
ServiceNow
8.5
ITSM reports and dashboards
AlienVault OSSIM
ServiceNow
8.4

ITSM asset management

AlienVault OSSIM
ServiceNow
8.1
Configuration mangement
AlienVault OSSIM
ServiceNow
8.2
Asset management dashboard
AlienVault OSSIM
ServiceNow
8.2
Policy and contract enforcement
AlienVault OSSIM
ServiceNow
7.8

Change management

AlienVault OSSIM
ServiceNow
9.1
Change requests repository
AlienVault OSSIM
ServiceNow
9.1
Change calendar
AlienVault OSSIM
ServiceNow
8.9
Service-level management
AlienVault OSSIM
ServiceNow
9.2

Pros

  • Most of the configuration comes out-of-the-box suited for most environments. Setting it up is really easy, with the wizard, you can have it working in less than 3 hours of deployment, without counting asset installation.
  • Out-of-the-box dashboards are really useful. You can modify or add new widgets to suit your needs, but you'll most likely agree with what already comes configured.
  • The tickets feature for handling alarms is really easy to use.
Ivan Montilla Miralles profile photo
  • Fully integrates with custom web solutions.
  • Provides detailed control of user security by user, role, network group, etc.
  • Offers a full-featured tracking system which allows attachment of documents and other objects.
No photo available

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
  • Upgradability - While NOW is customizable, it can become more difficult to upgrade if solid implementation expertise is missing at critical moments.
  • Pricing - ServiceNow's pricing model has become less transparent more expensive (due to lower discounting) and more complex post-IPO. This is a reflection of the pride NOW feels in the product... which is somewhat justified by revenue growth which outstrips that of their competitors.
  • Depth in Functionality - This is both a positive and a negative. Depth in functionality often increases the complexity of the application and decreases the usability. ServiceNow doesn't have the depth of an HP Service Manager of BMC Remedy IT Service Management, but this can be an advantage as well.
  • Lack of Native Multi-Tenancy - This can hamper ServiceNow deployments for Managed Service Providers.
Lee Cullom profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
ServiceNow9.5
Based on 12 answers
Northcraft Analytics doesn't have a choice, we support the top 5 products in the market based on share.
Lee Cullom 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.
Jose Quintero profile photo
ServiceNow9.4
Based on 7 answers
The Geneva version has improved overall usability a lot, but would still be overwhelming for new users. Much like SAP or other large-scale applications- it can be very daunting when you get the first glance of all the modules, but you'll get the hang of it after some training and strong discipline.
No photo available

Reliability and Availability

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 1 answer
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes profile photo

Performance

No score
No answers yet
No answers on this topic
ServiceNow9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

Support

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 4 answers
The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.
Lee Cullom profile photo

Online Training

No score
No answers yet
No answers on this topic
ServiceNow1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
No photo available

Implementation

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 3 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins profile photo

Alternatives Considered

AlienVault OSSIM has the upper ante in initial deployment price, being that it's open source. Also, with perhaps the exception of SolarWinds, it has a lower optimal requirements for onsite deployment, hence your OPEX won't be hit very hard by investing in new hardware to suit the appliance. The correlation engine is somewhat more robust that their counterparts in LogRhythm and SolarWinds, and the IDS (both NIDS and HIDS) are more reliable as well in terms of results. Finally, although Tenable SecurityCenter is more robust in dashboards, alerts and reports, it comes short in front of OSSIM in terms of real-time IDS and SIEM correlation.
Jose Quintero profile photo
The question for an enterprise IT department today is... do I choose:- BMC Remedy ITSM - ServiceNow - BMC RemedyforceYour unique needs, implementation partner options and organizational DNA will drive the decision.
Lee Cullom profile photo

Scalability

No score
No answers yet
No answers on this topic
ServiceNow10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes profile photo

Return on Investment

  • The ROI of OSSIM itself is, obviously, immediate, being that it's a free, open-source product. However, you must take into account other inherent investments to cover up for the lack of official support, such as certified agents or consultants that take care of the management and maintenance of the product once in production.
  • On the other hand, the potential loss of information and interruption of operativity due to malware and other threats is really unmeasurable. The implicit savings in OSSIM as a SIEM (Security Information and Event Management) are really the major positive impact on your organization's revenue.
  • Finally, and from a reseller's point of view, reselling OSSIM has the big plus of being a professional services-only asset, given that the appliance itself is free of charge. The only thing to consider is the initial investment in team members with the required capacitation and knowledge to address such professional services to potential customers.
Jose Quintero profile photo
  • Very positive ROI - it has allowed us to be very efficient compared to using SmarterTrak.
Jonathan Norwood 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

ServiceNow

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