We performed a comparison between CRITICALSTART and ServiceNow Security Operations based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Palo Alto Networks, Splunk and others in Security Orchestration Automation and Response (SOAR)."Sentinel enables us to ingest data from our entire ecosystem. In addition to integrating our Cisco ASA Firewall logs, we get our Palo Alto proxy logs and some on-premises data coming from our hardware devices... That is very important and is one way Sentinel is playing a wider role in our environment."
"The most valuable feature is the alert notifications, which are categorized by severity levels: informational, low, medium, and high."
"Sentinel pricing is good"
"The data connectors that Microsoft Sentinel provides are easy to integrate when we work with a Microsoft agent."
"Native integration with Microsoft security products or other Microsoft software is also crucial. For example, we can integrate Sentinel with Office 365 with one click. Other integrations aren't as easy. Sometimes, we have to do it manually."
"You can fine-tune the SOAR and you'll be charged only when your playbooks are triggered. That is the beauty of the solution because the SOAR is the costliest component in the market today... but with Sentinel it is upside-down: the SOAR is the lowest-hanging fruit. It's the least costly and it delivers more value to the customer."
"In Azure Sentinel, we have found, they do have a store in their capability. AI and intelligence features. We found that to be very helpful for us because some other things we do need to integrate again or find another vendor for the store"
"It has a lot of great features."
"The main difference between the other options and this one is the quality of the personnel within the SOC. It's their knowledge and depth and the way they handle customers."
"My impression of the transparency of the data is that it has good detail. It allows you to see how many events have come in, how many of those events have made it down to their analysts to review, and then however many from their analysts to be able to close out, have been able to been escalated to us. It's a good metric that we can share with my management. They see the value of what the SOC is bringing on top of what my team is already doing."
"There are two parts of CRITICALSTART's services that are most valuable to us. The MDR solution where they monitor our computers, laptops, and users across the board; and their knowledge of Palo Alto firewalls."
"The way that the user interface presents data enables our team to be able to make decisions significantly quicker, rather than have to dig into the details or go back to the original tools."
"Their Zero Trust Analytics Platform (ZTAP) engine, which is kind of their correlation engine, is by far and away one of the best in the business. We can filter and utilize different lists to build out different alerts, such as, what to alert on and when not to alert. This engine helps reduce our number of alerts and false positives."
"There is a team of people who monitor our traffic and processes 24/7, so if anything raises a flag or alert, it will escalate back to me right away. That's the most incredible part: Humans working behind the scenes 24/7 to monitor our networks."
"Customer service and their response are phenomenal. I would give their customer support a nine point five (out of 10). Our easy access to their SOC analyst, sales team, and leadership team instills confidence in me that they are there for us 24/7."
"The most valuable feature of their service is their tuning... If we were getting 1,000 alerts a day without them, they tune it until they know what to do for 999 of them, and one will make it through to us per day. That tuning is the most valuable part of their solution."
"We refer to the setup and installation guide provided by ServiceNow. They have good documentation, which makes it easier to handle the process."
"What I found most valuable in ServiceNow Security Operations is that it's very useful for any incoming vulnerability. For example, if my team finds any vulnerability on servers such as the CA and CMDB integrated with ServiceNow Security Operations, my team can make some changes. My team can map the vulnerabilities found on the CA server, make the changes required, and resolve the vulnerabilities before the system is attacked. You can avoid vulnerability attacks through ServiceNow Security Operations, so this is the best feature of the solution. ServiceNow Security Operations is beneficial mainly for vulnerability response and engagement purposes."
"The product has a very simple UI."
"Reduces time to closure and closure metrics for vulnerabilities."
"It gives you the ability to bring data into the system. The workflows are out of the box, and it gives you the ability to auto-assign the incidents based on criteria and vulnerabilities."
"The "follow" feature is really good. If the user is not responding, there's an option to "follow". Just click on the button, and it will automatically trigger an email to the end user."
"The most valuable aspect of working with ServiceNow is its meaningful and feature-rich product."
"It's stable."
"If we want to use more features, we have to pay more. There are multiple solutions on the cloud itself, but the pricing model package isn't consistent, which is confusing to clients."
"When it comes to ingesting Azure native log sources, some of the log sources are specific to the subscription, and it is not always very clear."
"Sentinel can be used in two ways. With other tools like QRadar, I don't need to run queries. Using Sentinel requires users to learn KQL to run technical queries and check things. If they don't know KQL, they can't fully utilize the solution."
"I would like to be able to monitor applications outside of the Azure Cloud."
"One key area that can be improved is by building a strong integration with our XDR platform."
"The solution could improve the playbooks."
"Not all information shows up in Sentinel. Sometimes there are items provided in 365 and if you looked in Sentinel you would not see them and therefore think they do not exist. There can be discrepancies between Microsoft tools."
"They need to work with other security vendors. For example, we replaced our email gateway with Symantec, but we couldn't collect these logs with Azure Sentinel. Instead of collecting these logs with Azure Sentinel, we are collecting them on Qradar. We couldn't do it with Sentinel, which is a problem for us."
"The updated UI is actually pretty bad. Regarding the intuitiveness, it is fairly easy to use, but the responsiveness, on a scale of one to 10, is a one. It's really poor performance."
"During the six-month integration and rollout, there were some bumpy roads along the way. There were communication breakdowns between the project manager, CRITICALSTART leadership, and us (as the customer). I expressed my displeasure during the integration in their inability to effectively communicate when there were holdups or issues. They were going through some growing pains at that time, but they have been right there for us ever since."
"They could dig a little bit deeper into the Splunk alerts when they feel like they need to be escalated to us. For example, if a locked account shows up, they could do a little extra digging to verify that the locked account was due to a bad password on the local system. They could just do a little extra digging within the Splunk environment instead of pushing it onto us to go do that extra little digging."
"It has frustrated us that they don't have a native Slack integration, because most things do now. That's something we've asked for, for years, and it just doesn't really seem like it's a priority."
"The only thing I can think of that I would like to see, and I'm sure they could work this into a service pretty easily, is not only alerts on issues that are affecting my company, but some threat intelligence of a general nature on what's out there in the environment. That might be a nice add-in."
"There is room for improvement with the new UI, and that's about it. I would like to see a more intuitive design."
"In terms of responsiveness, when I open up an alert, sometimes it takes a bit of time to load. However, it only happened once or twice."
"The UI has become slower but it's not something I would call them out on."
"There is room for improvement in terms of developer support and documentation."
"An area for improvement I observed in ServiceNow Security Operations is the need to maintain correct CMDB data because if you're unable to do this, you can't perfectly maintain the vulnerability data. CMDB data in ServiceNow Security Operations needs to be accurate. As I've been working on ServiceNow Security Operations for only seven months, I still need more time to try all its modules before I can give recommendations regarding additional features I'd like to see in the solution."
"It is challenging for the customers to understand the processes for SecOps. It needs to be simplified."
"The threat intelligence module needs a better dashboard."
"The solution needs to make customization easier. You cannot do much customization immediately. It requires an extensive workload. If the customization process was user-friendly, it would be much better."
"It's very slow. When you click a button or update a field, it takes forever to actually react."
"There are limitations for the third-parties that are providing the inputs. They should increase the robustness of the solution."
"In future releases, I would like to add a follow-up and reminder feature. For the tickets in our queue, we could set reminders. This would help us prioritize older tickets before moving on to new ones."
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CRITICALSTART is ranked 29th in Security Orchestration Automation and Response (SOAR) while ServiceNow Security Operations is ranked 8th in Security Orchestration Automation and Response (SOAR) with 14 reviews. CRITICALSTART is rated 9.4, while ServiceNow Security Operations is rated 8.0. The top reviewer of CRITICALSTART writes "Offers the ability to close review tickets or alerts through a mobile phone and to interact with engineers on their side via the app". On the other hand, the top reviewer of ServiceNow Security Operations writes "Mature with nice UI and customizable workflows". CRITICALSTART is most compared with Arctic Wolf Managed Detection and Response, BlueVoyant CORE, ReliaQuest GreyMatter, CrowdStrike Falcon Complete and Red Canary, whereas ServiceNow Security Operations is most compared with Palo Alto Networks Cortex XSOAR, Splunk SOAR, IBM Resilient, Swimlane and Fortinet FortiSOAR.
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