ServiceNow Security Operations Reviews & Product Details

I like that one ticket holds the whole story: I can see who picked it up, what they changed, and when it closed, all in one place. During a severity 1 bridge call, I don’t have to keep asking for updates. The assignment rules send tickets to the right security group, which saves time, especially on the night shift. I also use the dashboard to get a weekly view of open and closed security incidents for service reviews instead of building it by hand in Excel. The SLA timers and priority fields show me when a ticket is close to breaching, so I can follow up. Work notes make handoffs easier because the next analyst can pick up the ticket without a call; the night team has been able to continue from my notes alone. I also like having the CMDB information on the ticket, so I can see which server it belongs to and set the right priority without asking anyone. The CMDB links help me find the owner and service a vulnerability affects, and the ticket timeline gives me a record of what happened during an incident. Review collected by and hosted on G2.com.

Opening tickets and switching between tabs can be slow, especially during a bridge call. A simple security escalation asks me to fill in a lot of fields, and on a busy shift I can skip some, leaving gaps in the record. I’d like fewer required fields or defaults that fill in information from other sources. The link between monitoring alerts and tickets isn’t always smooth, and host details don’t always carry over, so I have to copy the host name and error text by hand. It also took me longer to learn which assignment groups handle tickets and the SLA rules for each priority; the tool alone doesn’t explain which fields matter for a security escalation, so I needed the team’s runbook. Review collected by and hosted on G2.com.

I find ServiceNow Security Operations quite easy and seamless to use. I can easily log a service desk call and add attachments, like screenshots, to explain the problem. I can see the task status, who it’s sitting with, and whether it needs more information, and I can follow up or add details through the chat option. I also find the status updates helpful, and the setup was pretty straightforward. Review collected by and hosted on G2.com.

I think the notifications could be improved. It would be valuable to include the update in the email, rather than just saying I’ve gotten an update and making me click a link to see what it is. Review collected by and hosted on G2.com.

I like how ServiceNow Security Operations offers us visibility across security incidents, affected configuration items, and remediation work in one place. The integration with the CMDB is particularly valuable, as it provides context and helps route tasks to the right teams, making ownership and progress easier to track. It significantly simplifies the management of security alerts and findings by connecting with ITSM, which really streamlines coordination compared to relying on emails and spreadsheets. I also appreciate the automation that identifies affected CIs, calculates business impact, and routes remediation tasks correctly, replacing slow, manual processes with efficiency. Overall, it provides a comprehensive overview and smooth handling of security processes, all in one integrated platform. Review collected by and hosted on G2.com.

The platform is really powerful, but the initial configuration can be demanding. Integrations, assignment rules, discovery channels, reconciliation, and remediation workflows usually need careful tuning before they work smoothly, and small changes may require admin support. Handling a high volume of security findings can be cumbersome, especially when reviewing technical details or making bulk updates. Reporting and historical trend analysis could also be more flexible without requiring additional configuration. Some integrations and customized workflows need regular administrator support, which can make small changes take longer than expected. The initial setup was not simple; it was a major undertaking, especially due to CMDB data, and required significant effort to clean up asset lists and tune automated assignment rules. Review collected by and hosted on G2.com.

I like how it keeps security incidents and vulnerabilities organized in one place. The automated workflows and integrations make tracking and resolving issues much easier. Review collected by and hosted on G2.com.

The interface can feel a bit complex at first, especially when navigating through multiple modules. Some workflows also require extra steps to complete. Review collected by and hosted on G2.com.

The strongest part of ServiceNow Security Operations for me is how clearly it exposes every stage of an incident, rather than leaving me guessing about what’s happening next. The UI keeps alerts, cases, and investigation details well organized, which makes it easier for me to understand priorities and stay focused on what matters. The AI feature also helps me correlate related events, so I spend less effort separating genuine threats from routine noise. Review collected by and hosted on G2.com.

‎I have not encountered any major drawbacks while using this software. It has been stable, reliable, and well-designed for security operations. Review collected by and hosted on G2.com.

I use ServiceNow Security Operations because it provides a single place to manage and track incidents, making it easy to assign tasks, monitor progress, and keep everything updated throughout the process. The dashboard offers a clear view of open incidents and their statuses, which helps my team stay organized and ensures nothing gets missed during investigations. We can quickly see all open incidents without having to ask for updates, allowing us to focus on high-priority issues first. Review collected by and hosted on G2.com.

I find the user interface could be improved since some tasks require multiple clicks to complete. It would be helpful if commonly used actions were easier to access and required fewer clicks. A cleaner layout and simpler navigation would make it easier for new users. Review collected by and hosted on G2.com.

I like how ServiceNow Security Operations brings security and IT responses together, making it easier for security teams to track issues from identification to investigation and remediation. The ability to track IT workflows in one place, including ownership and current status, helps manage the overall response process smoothly. I find security incident response, vulnerability response, security case management, automated workflows, and risk-based prioritization particularly useful. Automated workflows really cut down on the manual coordination needed for recurring security activities. The system is intuitive, allowing me to see where the process is and who is responsible for remediation actions, which is very beneficial. Review collected by and hosted on G2.com.

When dealing with a large volume of security incidents, ServiceNow Security Operations can become complex, as aligning the platform with an organization's existing security processes might require significant effort. For users who aren't security specialists, some of the terminology and workflows might be hard to grasp initially. Simplifying the user experience and providing more contextual guidance would be a great way to ease adoption. Additionally, a more intuitive way of presenting security risks and remediation priorities would be helpful, such as dashboards that clearly highlight the most critical vulnerabilities or assets while showing approaching deadlines to make prioritization decisions more straightforward. Review collected by and hosted on G2.com.

The best in it is that it brings all our security tools and alerting systems into one place and lets us launch automated playbooks immediately. We used to bounce between different consoles all day, but now that workload is managed much more smoothly. I can focus on real threats, and response times stay very short without all the constant switching. Review collected by and hosted on G2.com.

The initial setup is very complicated. Getting integrations dialed in takes a lot of time, and if anything is even slightly off, the whole process stalls. Review collected by and hosted on G2.com.

I really like that ServiceNow Security Operations is easy to use and saves time. It automates the task and monitors activities effectively while ensuring compliance, making our work easy and reliable. The tool is accurate and saves time when dealing with scam and fraud-related queries by automating repetitive tasks, allowing us to focus on other important details. Review collected by and hosted on G2.com.

Everything works well for me as far as I've used it, but I did notice that for a very non-tech savvy person, it gets a bit difficult to cope with all the dashboard functions as there is too much that they do not need. Review collected by and hosted on G2.com.

What I like best about ServiceNow Security Operations is how it brings security and IT teams together on a single platform. Instead of relying on disconnected tools and manual processes, it helps organizations identify, prioritize, and respond to threats more efficiently. I also appreciate its automation capabilities, which reduce repetitive work and help security teams stay focused on higher-value tasks. It's frontend is very great and user friendly which also helps us to interact. Ultimately, it helps us to increase our company's growth and performance at Price. Review collected by and hosted on G2.com.

One challenge with ServiceNow security operations is that it can have a steep learning curve, especially for the organizations that are new to the platform or have complex workflows setting it up and customizing it requires careful planning and experienced administrators. However, once it is implemented effectively, the automation, integration and visibility, it provides the initial investment of time and effort worthwhile. Review collected by and hosted on G2.com.