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)."The analytic rule is the most valuable feature."
"The data connectors that Microsoft Sentinel provides are easy to integrate when we work with a Microsoft agent."
"The most valuable feature is the onboarding of the workloads. You can see all that has been onboarded in your account on the dashboards."
"Sentinel uses Azure Logic Apps for automation, which is really powerful. This allows us to easily automate responses to incidents."
"The AI capability is one of the main features of the solution because I believe that in the market, there are few solutions that are providing security solutions based on AI and machine learning."
"The product can integrate with any device."
"The log query feature has been the most valuable because it's very good. You can put your data on the cloud and run queues from Sentinel. It will do it all very fast. I love that I don't have to upload it to an Excel file and then manually look for a piece of information. Sentinel is much faster and is good for big databases."
"We have no complaints about the features or functionality."
"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."
"From where we were prior to going into them, the service has increased our analysts’ efficiency to the point that they can focus on other areas of the business. It gives me the ability to allow analysts to do Level 3 and 4 work and stay out of the weeds of the alerts, where you tend to get alert fatigue. The service takes care of much of the Tier 1 and Tier 2 triage. It is more effective than what we had been used to, because it allows the filtering of Level 1 and Level 2 type alerts to be taken care of. This leaves less for us to handle, which is a good thing."
"Outside of using the platform to manage alerts, the feature of the service that we get the most value from is being able to reach out to them and say, "Hey, we might go buy a SIEM," for example. They give us their overview of what's out there, what they've dealt with, what they integrate with, and what that looks like. That's been pretty powerful over the years for us."
"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."
"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 new mobile app is awesome. It is one of the best I've ever seen. It's much better than its predecessor. It's more intuitive, a whole lot easier to navigate and get where you need to go. It's less repetitive and just generally easier to use. It allows me to not have to be sitting at my computer all the time. I can be on my phone or tablet or wherever I'm at. It makes it a lot easier to answer tickets and do that kind of thing."
"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."
"Integration to other security tools allows for a consolidated view of all vulnerabilities, incidents, etc. for all sorts of leverage in a single platform to assess governance risk and compliance as well as an enhanced, enriched intelligence."
"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."
"It's stable."
"Reduces time to closure and closure metrics for vulnerabilities."
"ServiceNow Security Operations also takes care of GRC, governance, risk and compliance, enabling it to provide risk assessment."
"My favorite feature is the application vulnerability scanner."
"The solution is available over the cloud and is easy to manage."
"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."
"Add more out-of-the-box connectors with other SaaS platforms/applications."
"Improvement-wise, I would like to see more integration with third-party solutions or old-school antivirus products that have some kind of logging capability. I wouldn't mind having that exposed within Sentinel. We do have situations where certain companies have bought licensing or have made an investment in a product, and that product will be there for the next two or three years. To be able to view information from those legacy products would be great. We can then better leverage the Sentinel solution and its capabilities."
"The data connectors for third-party tools could be improved, as some aren't available in Sentinel. They need to be available in the data connector panel."
"Sentinel provides decent visibility, but it's sometimes a little cumbersome to get to the information I want because there is so much information. I would also like to see more seamless integration between Sentinel and third-party security products."
"They only classify alerts into three categories: high, medium, and low. So, from the user's point of view, having another critical category would be awesome."
"We'd like also a better ticketing system, which is older."
"Its documentation is not so simple. It is easy for somebody who is Microsoft certified or more closely attached to Microsoft solutions. It is not easy for those who are working on open-source platforms. There isn't a central point where everything is documented, and there is no specific training or certification."
"Sentinel's reporting is complex and can be more user-friendly."
"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."
"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."
"They just did a user interface overhaul to the website portal that you use for troubleshooting tickets. The old one was fine. The new one is not intuitive..."
"There is room for improvement with the new UI, and that's about it. I would like to see a more intuitive design."
"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 biggest room for improvement is not necessarily in their service or offering, but in the products that they support. I would like them to further their knowledge and ability to integrate with those tools. They have base integrations with everything, and we haven't come across anything. They should just continue to build on that API interface between their applications and other third-party consoles."
"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."
"The UI has become slower but it's not something I would call them out on."
"There are limitations for the third-parties that are providing the inputs. They should increase the robustness of the solution."
"Process framework and best practices for ease of integration between IT and security teams via incident, problem, and change."
"There is room for improvement in terms of developer support and documentation."
"It's very slow. When you click a button or update a field, it takes forever to actually react."
"The threat intelligence module needs a better dashboard."
"It doesn't interact with things very well."
"They should stick to the roadmap and continue to build plugins and integrations with other third parties, enhance the UI, and enhance the reporting. It's all good. They should just continue enhancing the releases."
"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."
More ServiceNow Security Operations Pricing and Cost Advice →
Earn 20 points
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.
See our list of best Security Orchestration Automation and Response (SOAR) vendors.
We monitor all Security Orchestration Automation and Response (SOAR) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
