ServiceNow Reviews, Ratings & Features 2026 | Gartner Peer Insights

Security orchestration, automation and response (SOAR) solutions combine incident response, orchestration and automation, and threat intelligence (TI) management capabilities in a single platform. SOAR tools are also used to document and implement processes (aka playbooks, workflows and processes); support security incident management; and apply machine-based assistance to human security analysts and operators.
SOAR solutions must provide:
- Highly customizable workflow process management that enables repeatable automated tasks to be turned into playbooks that run in isolation or joined together into more sophisticated workflows.
- The ability to store (locally or in a third-party system) incident management data to support SecOps investigations.
- Manually instigated and automated triggers that augment human security analyst operators to carry out operational tasks consistently.
- A mechanism to collate and better operationalize the use of threat intelligence.
- Support for a broad range of existing security technologies that supports improved analyst efficiency and acts as an abstraction layer between the desired outcomes and the custom-made set of solutions in place in your environment.

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Security Orchestration, Automation and Response Solutions (Transitioning to Security Information and Event Management)

Security Orchestration, Automation and Response Solutions

ServiceNow Security Incident Response

ServiceNow

Incident Response Analyst

The platform works well, especially for those who are used to the regular SNOW experience for ticketing, but it feels incomplete and the automation/playbooking doesn't really work as expected.

<50M USD

50M - 250M USD

250M - 500M USD

3B - 10B USD

Gov't/PS/ED <5,000 Employees

CYBER SECURITY ANALYST

Slower platform, on the clunkier side, however pretty good customization options.

SENIOR ASSOCIATE L2

ServiceNow security orchestration, automation and response is an exceptional tool that has revolutionized the way businesses operate by providing an easy-to-use platform for IT service management. This platform offers a variety of features that help businesses streamline thier operation, automate tasks, and improve security delivery. One of the biggest benefits of using this tool is its user-friendly interface, which makes it easy for users of all levels to navigate and use the platform. It also offers a range of powerful analytics and reporting tools, which enable businesses to monitor and track their performance in real-time, identify areas for improvement, and make data-driven decisions.

Cisco Systems (Splunk)

Microsoft

ServiceNow is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes.

ServiceNow (NYSE: NOW) makes the world work better for everyone. Our‚ÄØcloud-based‚ÄØplatform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow. 

For more information, visit www.servicenow.com.

ServiceNow's cloud‑based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile.

Reviews

Ratings Overview

Overall experience with

Favorable Review

ServiceNOW Security Operations : a robust platform for automating IT service management

Critical Review

Limited Platform Speed and Clunky Playbooks Temper Customization Benefits

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