AlienVault USM vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
AlienVault USM
Score 8.0 out of 10
N/A
AlienVault® Unified Security Management® (USM) delivers threat detection, incident response, and compliance management in one unified platform. It is designed to combine all the essential security capabilities needed for effective security monitoring across cloud and on-premises environments, including SIEM, intrusion detection, vulnerability management, as well as continuous threat intelligence updates. The vendor states that even for resource-limited IT security teams, AlienVault…
$1,075
per month
ServiceNow IT Service Management
Score 8.4 out of 10
N/A
ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
$10,000
per year
Pricing
AlienVault USMServiceNow IT Service Management
Editions & Modules
Essentials
$1,075
per month
Standard
$1,695
per month
Premium
$2,595
per month
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
AlienVault USMServiceNow IT Service Management
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
AlienVault USMServiceNow IT Service Management
Top Pros
Top Cons
Features
AlienVault USMServiceNow IT Service Management
Security Information and Event Management (SIEM)
Comparison of Security Information and Event Management (SIEM) features of Product A and Product B
AlienVault USM
8.0
8 Ratings
2% above category average
ServiceNow IT Service Management
-
Ratings
Centralized event and log data collection8.58 Ratings00 Ratings
Correlation8.58 Ratings00 Ratings
Event and log normalization/management8.08 Ratings00 Ratings
Deployment flexibility8.67 Ratings00 Ratings
Integration with Identity and Access Management Tools7.35 Ratings00 Ratings
Custom dashboards and workspaces7.08 Ratings00 Ratings
Host and network-based intrusion detection8.05 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
AlienVault USM
-
Ratings
ServiceNow IT Service Management
8.3
67 Ratings
2% above category average
Organize and prioritize service tickets00 Ratings8.866 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.655 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.359 Ratings
ITSM reports and dashboards00 Ratings8.861 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
AlienVault USM
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
4% above category average
Configuration mangement00 Ratings8.259 Ratings
Asset management dashboard00 Ratings8.658 Ratings
Policy and contract enforcement00 Ratings8.752 Ratings
Change management
Comparison of Change management features of Product A and Product B
AlienVault USM
-
Ratings
ServiceNow IT Service Management
8.0
61 Ratings
4% below category average
Change requests repository00 Ratings7.661 Ratings
Change calendar00 Ratings7.455 Ratings
Service-level management00 Ratings9.157 Ratings
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AlienVault USMServiceNow IT Service Management
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Score 9.0 out of 10
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Score 8.4 out of 10
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Score 8.4 out of 10
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User Ratings
AlienVault USMServiceNow IT Service Management
Likelihood to Recommend
8.8
(391 ratings)
8.3
(78 ratings)
Likelihood to Renew
7.2
(18 ratings)
9.0
(13 ratings)
Usability
6.7
(34 ratings)
6.3
(11 ratings)
Availability
6.4
(3 ratings)
10.0
(1 ratings)
Performance
7.3
(3 ratings)
9.0
(1 ratings)
Support Rating
7.3
(25 ratings)
7.3
(22 ratings)
In-Person Training
4.5
(1 ratings)
-
(0 ratings)
Online Training
8.3
(6 ratings)
1.0
(1 ratings)
Implementation Rating
6.4
(38 ratings)
10.0
(3 ratings)
Configurability
8.0
(3 ratings)
-
(0 ratings)
Ease of integration
7.3
(3 ratings)
-
(0 ratings)
Product Scalability
6.3
(3 ratings)
10.0
(1 ratings)
Vendor post-sale
7.6
(3 ratings)
-
(0 ratings)
Vendor pre-sale
8.2
(3 ratings)
-
(0 ratings)
User Testimonials
AlienVault USMServiceNow IT Service Management
Likelihood to Recommend
AT&T Cybersecurity
At this point I'm saying a 4. While the marketing material make it appear to be easy to use and it was relatively easy to set up, as previously mentioned, each event description is based upon the individual asset making it nearly impossible for the administrator to be a SME for each asset. For example, if one of the assets reporting is a router, the administrator monitoring alerts would need to know what the various events are that can be triggered as an event for the particular router; however, if the asset is a workstation, the administrator would need to know the various events that are triggered for workstations.
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ServiceNow
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
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Pros
AT&T Cybersecurity
  • AlienVault USM is simple and easy to deploy. Sensors can be deployed in as little as 15 minutes through the setup wizard.
  • The USM UI is easy to understand. I've trained multiple analysts who are able to perform their duties on their first day, in part because of USM Anywhere's ease of use.
  • Top-notch built-in compliance templates and reporting features.
Read full review
ServiceNow
  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
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Cons
AT&T Cybersecurity
  • Personally, I've wished I could purchase a service that would configure AV for my environment. I get a lot of traffic on a daily basis and I almost need to hire an analyst that just works on AV.
  • Some of the filters when looking for a specific alert aren't that easy to use.
Read full review
ServiceNow
  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
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Likelihood to Renew
AT&T Cybersecurity
The centralized logging and retention for PCI compliance was our main driver, and it is meeting that need. Otherwise there has been enough frustration with the lack of documentation and the need to customize through the CLI that I would be open to alternatives.
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ServiceNow
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
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Usability
AT&T Cybersecurity
Once you are able to navigate the different panels, finding what you need is quite easily. Before getting used it it can be a bit of challenge . Each panel is quite well laid out and the filtering search capabilities are quite strong.
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ServiceNow
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
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Reliability and Availability
AT&T Cybersecurity
We do have issues with maintenance on the AlienVault USM as the disk fills up from time to time with other data sources. Sources for scanning logs and net flow data isn't calculated in regular disk maintenance and can easily fill up our disk if we do not keep an eye on it with some custom Nagios plugins. The system does properly trim logging data from logging sources properly.
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ServiceNow
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Read full review
Performance
AT&T Cybersecurity
With the latest release of AlienVault USM overall performance has not been an issue. We have noticed single source events per second does not scale well with the overall system. 2,000eps on a vmware system with a single source produces delays of up to an hour for us. Pages, reporting and even raw log searches are rather quick though.
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ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
AT&T Cybersecurity
The support we received from alienvault was excellent. They went above and beyond in making sure everything was working as it needed to be. They REALLY want their product implementation to be a success and our security goals be achieved. They are like a member of our security team.
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ServiceNow
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Read full review
In-Person Training
AT&T Cybersecurity
I did not have any experience with "in person" training directly. The free online classes offered for a half a day are based on the actual training offered. These little teasers are very good and well worth your time to learn a few quick and dirty ways of getting more information from your SIEM
Read full review
ServiceNow
No answers on this topic
Online Training
AT&T Cybersecurity
It was very well organized and helpful in using the product to the fullest extent. The instructor allowed time for folks who were involved with managed services to receive tuning tips in order to better support their customers. In addition, the course materials were automatically updated when the new version came out.
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ServiceNow
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.
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Implementation Rating
AT&T Cybersecurity
AlienVault USM was a very simple to implement and get up and running. We started with a trial version and had that up and going within an hour of receiving email instructions from the sales engineer. We never had to contact support to get the system up and going. It was extremely easy to convert over to a full license once we started with a paid version.
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ServiceNow
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.
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Alternatives Considered
AT&T Cybersecurity
Splunk's ES is a paid add-on on top of an already pricey product. Finding a MSSP that supports Splunk and isn't a 6 figure annual commitment seems unlikely. LogRhythm did not have a cloud-based solution when we were considering SIEMs. Fantastic product though and have a good MSSP base. Devo did not have a MSSP partner base when we looked. Their product is fantastic too. AlienVault USM has good partners to choose from as well as an affordable cloud model, that's why we chose it.
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ServiceNow
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
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Scalability
AT&T Cybersecurity
The AlienVault USM is not very scalable. Some scalability can be achieved by installing additional sensors, but this only offers 500eps per sensor and is still overall limited by the installation type of VM or physical. We have also noticed the EPS (events per second) is rated overall and not towards a single source. A single source on a very healthy VMware partition tops out at 2,000eps for us, no matter how we configure it. Maybe this is a problem of the 5.2 release?
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ServiceNow
ServiceNow works as an enterprise solution.
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Return on Investment
AT&T Cybersecurity
  • Once you hit the 150 asset mark, you have to jump to their unlimited license. There is no middle ground. We were only 10 or so assets above the 150 so we had to chose to either not monitor those assets or pay the price of the upgrade.
  • AlienVault brings all the information to one place which makes it much quicker to track down problems.
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ServiceNow
  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
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ScreenShots

AlienVault USM Screenshots

Screenshot of USM Anywhere NIDS Dashboard