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ServiceNow Security Operations pros and cons

Vendor: ServiceNow
4.0 out of 5
Badge Ranked 1

Pros & Cons summary

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Prominent pros & cons

PROS

ServiceNow Security Operations provides a seamless workspace and a unified view of applications, impressing users with its integrated approach to governance, risk, and compliance.
The cloud-based nature of ServiceNow Security Operations makes it easy to manage, while its stability is often highlighted by users.
One of the key features of ServiceNow Security Operations is the application vulnerability scanner, enabling users to effectively handle incoming vulnerabilities and make necessary adjustments before attacks occur.
ServiceNow Security Operations is admired for its no-code capability for workflows and flow design, offering advanced configurability and user-friendliness.
Integration with other security tools and a consolidated view of vulnerabilities and incidents on a single platform enhance governance risk, compliance, and intelligence.

CONS

Customization is challenging and requires an extensive workload, making it difficult for users to tailor features according to their needs.
Technical support is rated as six out of ten due to slower resolution times and occasional issues in raising tickets.
Report generation within ServiceNow can be slow, consuming valuable time, and transitions between teams present significant challenges.
Maintaining accurate CMDB data is crucial as inaccuracies hinder the management of vulnerability data.
Initial setup of ServiceNow Security Operations is difficult, leaving users requiring substantial training to improve usability.
 

ServiceNow Security Operations Pros review quotes

SH
Freelancer at a media company with 1,001-5,000 employees
Mar 13, 2026
These features are very seamless, and the workspace along with the unified view of the entire application is something that is very impressive.
Kalyan Kothali - PeerSpot reviewer
Associate Vice President at Wissen infotech
Jun 5, 2025
ServiceNow Security Operations provides significant control over vulnerabilities, allowing users to mark false alarms as false positives and ignore them, which is important because many vulnerabilities are not real but appear as such.
VinayKumar16 - PeerSpot reviewer
Senior DeliveryManager at ITC Infotech
May 9, 2024
It has helped optimize security costs by consolidating multiple tools into one platform.
Learn what your peers think about ServiceNow Security Operations. Get advice and tips from experienced pros sharing their opinions. Updated: April 2026.
893,244 professionals have used our research since 2012.
Shaik_Ahmed - PeerSpot reviewer
Integrator at Conduent (formerly Xerox Services)
May 29, 2024
The SOAR module of ServiceNow Security Operations is the most valuable feature
George Devasia - PeerSpot reviewer
DevOps Team Lead at Tata Consultancy
Feb 10, 2025
ServiceNow is a convenient platform to raise tickets, and the respective support team will contact us to resolve any issues.
AmanSrivastava - PeerSpot reviewer
End User Support at Genpact - Headstrong
Oct 26, 2023
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.
Vishal-Kumar - PeerSpot reviewer
Solutions Architect at NEC Corporation
Aug 22, 2024
The product's most valuable features include the no-code capability for workflows and flow design, which makes it user-friendly, and the ability to perform advanced configurations.
LuongHOang Viet - PeerSpot reviewer
Business Analyst at FirstQA Systems Limited
Nov 28, 2023
The most valuable aspect of working with ServiceNow is its meaningful and feature-rich product.
Wojtek Witowski - PeerSpot reviewer
Product Owner at Danske Bank
Jan 30, 2023
It's stable.
Hardit Singh - PeerSpot reviewer
Advisory Specialist Master at Deloitte
Oct 27, 2022
The ease of use is great.
 

ServiceNow Security Operations Cons review quotes

SH
Freelancer at a media company with 1,001-5,000 employees
Mar 13, 2026
I would rate technical support for ServiceNow Security Operations as a six out of ten in terms of faster resolution.
Kalyan Kothali - PeerSpot reviewer
Associate Vice President at Wissen infotech
Jun 5, 2025
Visibility and transitions between teams present significant challenges in the SecOps space, indicating that substantial training and hand-holding are required to improve usability, which is one observation I have had.
VinayKumar16 - PeerSpot reviewer
Senior DeliveryManager at ITC Infotech
May 9, 2024
Customer awareness and understanding of ServiceNow's SecOps capabilities could be improved.
Learn what your peers think about ServiceNow Security Operations. Get advice and tips from experienced pros sharing their opinions. Updated: April 2026.
893,244 professionals have used our research since 2012.
Shaik_Ahmed - PeerSpot reviewer
Integrator at Conduent (formerly Xerox Services)
May 29, 2024
The dashboard and playbook creation will need to improve
George Devasia - PeerSpot reviewer
DevOps Team Lead at Tata Consultancy
Feb 10, 2025
Report generation within ServiceNow can take some time.
AmanSrivastava - PeerSpot reviewer
End User Support at Genpact - Headstrong
Oct 26, 2023
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.
Vishal-Kumar - PeerSpot reviewer
Solutions Architect at NEC Corporation
Aug 22, 2024
One area for improvement for the product is the need to tailor and alter some codes for customization, which can cause issues during upgrades. It does not support customized operations.
LuongHOang Viet - PeerSpot reviewer
Business Analyst at FirstQA Systems Limited
Nov 28, 2023
There is room for improvement in terms of developer support and documentation.
Wojtek Witowski - PeerSpot reviewer
Product Owner at Danske Bank
Jan 30, 2023
It's very slow. When you click a button or update a field, it takes forever to actually react.
Hardit Singh - PeerSpot reviewer
Advisory Specialist Master at Deloitte
Oct 27, 2022
We'd like customization to be easier in terms of the UI and using the dashboards.