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ServiceNow Security Operations vs Trellix Helix Connect comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jan 18, 2026

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

ServiceNow Security Operations
Ranking in Security Incident Response
1st
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
24
Ranking in other categories
Security Orchestration Automation and Response (SOAR) (10th), Risk-Based Vulnerability Management (16th)
Trellix Helix Connect
Ranking in Security Incident Response
2nd
Average Rating
8.4
Reviews Sentiment
6.5
Number of Reviews
19
Ranking in other categories
Security Information and Event Management (SIEM) (16th)
 

Mindshare comparison

As of September 2026, in the Security Incident Response category, the mindshare of ServiceNow Security Operations is 9.0%, down from 14.5% compared to the previous year. The mindshare of Trellix Helix Connect is 5.3%, down from 6.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Security Incident Response Mindshare Distribution
ProductMindshare (%)
ServiceNow Security Operations9.0%
Trellix Helix Connect5.3%
Other85.7%
Security Incident Response
 

Featured Reviews

SH
Freelancer at a media company with 1,001-5,000 employees
Gaining unified control over vulnerabilities has improved governance but pricing and support need work
The market price is slightly high. The pricing should be a little lower because this is a SaaS-based product. Everyone using ServiceNow might be getting many modules, but the overall module cost becomes high with license consumption one by one. I personally see that if ServiceNow is to grow over the next decade, they need to work on the pricing part. Cheap providers are emerging, and in the age of AI, it is evident that the chatbot and the virtual agent features, which are prominent features of ServiceNow, could be completely compromised and replaced by people choosing other tools. If ServiceNow develops a strategy to lower the price and increase the customer base, it could help ServiceNow to grow for another decade. I encountered one issue in ServiceNow Security Operations. The different tools, for example, Tenable and TVM, discovered vulnerabilities that had very limited information when imported. However, the same vulnerabilities from different sources, the TVM and Tenable, had shorter descriptions than what was present in the common vulnerabilities or CVE. If this depends on the implementer, such as Tenable or how other security operations implement them, the text was very limited. Customers were asking questions about why this was happening and if ServiceNow was working properly. The vulnerability information should be updated and the common text should be displayed every time, regardless of how many different tools are used for integration. The vulnerability database should be consistent when it comes to the description to avoid confusion for customers implementing it for the first time. This is an improvement that ServiceNow can make.
reviewer2840397 - PeerSpot reviewer
Associate Cybersecurity Analyst at a tech vendor with 10,001+ employees
Centralized threat triage has improved endpoint control but still needs better cloud insights
Trellix Helix Connect can definitely be improved, especially regarding cloud and SaaS telemetry gaps. It could enhance its native cloud and SaaS telemetry integration. Additionally, sometimes when we open the details of a file, it lacks meta fields altogether, and we must manually ask the user for the meta fields, such as when the file was created, last opened, last updated, and its hash value. Helix does not perform as expected in this regard. There are also many false positives flagged that should not be, and there is no on-premises option for FireEye Helix. Lastly, the GUI and dashboard feel very old-school and legacy, needing improvement, as all competitors have far superior GUIs and UI/UX interfaces. I would add that we have experienced specific problems with session timeouts where we randomly log out from the system after some time and face issues in logging back in. This required us to contact customer service frequently, which is also not very reliable or prompt.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"ServiceNow is a convenient platform to raise tickets, and the respective support team will contact us to resolve any issues."
"I will recommend it to others as it is an enterprise application used by large companies for ticketing purposes."
"My favorite feature is the application vulnerability scanner."
"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."
"This product is a good value for the money."
"ServiceNow Security Operations should be mandatory for any organization to maintain data."
"The most valuable aspect of working with ServiceNow is its meaningful and feature-rich product."
"The SOAR module of ServiceNow Security Operations is the most valuable feature"
"I advise other customers to choose Trellix Helix, as it improves operations significantly with more efficient responses required for various scenarios they face."
"Trellix Helix Connect has positively impacted my organization as it is the most important tool to provide MDR service to our clients, which has resulted in specific outcomes and improvements."
"The features that I find most valuable in Trellix Helix Connect are the incident response capabilities, which include EDR and XDR, along with the SoC capabilities added in the new advanced Trellix AI intelligence."
"We have started working with various customers, one of whom is particularly concerned about adjacency. We have identified several use cases where automation is possible."
"We estimate that security investigation and incident response activities are approximately 40 to 45% faster compared to before implementing Trellix Helix Connect."
"Trellix Helix helps prevent email attacks, like phishing and email spoofing attacks."
"With FireEye Helix, if a customer already uses any of the FireEye endpoint solutions, the response part is very fast and the investigation is also very fast."
"In general, I can say that Trellix Helix Connect impacted my organization positively."
 

Cons

"ServiceNow Security Operations is not specifically a vulnerability management or incident tool, but rather a data aggregator."
"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."
"Report generation within ServiceNow can take some time. Additionally, there are occasional issues when raising a ticket, which can also consume time."
"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."
"The initial setup is difficult."
"I would rate technical support for ServiceNow Security Operations as a six out of ten in terms of faster resolution."
"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."
"We have certain challenges with integrating the SOAR platform with multiple vendors."
"The weak point of Trellix Helix Connect is the data storage capacity; more storage must be purchased as the data grows, which is a disadvantage because the cost increases when more space is needed on the cloud."
"There are some issues such as high CPU utilization that we have experienced in the past whenever we were using Trellix Endpoint Security in the cloud system, which prevented anyone from working properly."
"The graphical user interface could be improved. It's not easy to handle and it's not easy for a customer or end-user to learn how to manage the solution."
"We often rely on Martins to create logs and provide professional threat services rather than basic support."
"My advice to others considering Trellix Helix Connect is to proceed only if you are getting competitive pricing; otherwise, it is nothing special and simply offers what many other connectors, such as CrowdStrike, Palo Alto, and Defender, already offer."
"The most problematic part was the integration part because in their catalog, they have so many third-party vendors, but some of them were not fully supported, so we requested some development and feature requests."
"While we have top customer support and this solution is highly beneficial, there is room for improvement due to the fusion of McAfee and FireEye, which has caused some lapses in support."
 

Pricing and Cost Advice

"The product is more expensive than other solutions."
"This product is a good value for the money."
"The solution is more expensive than BMC Remedy, the other ITSM tool available in the market."
"If you're going to implement it on your own, there would be internal costs. If you're going to implement it through a contractor or consultant, you have to pay for that."
"It is an expensive product."
"Compared to competitor tools, ServiceNow Security Operations is more affordable"
"It could be cheaper, but that applies to every product."
"The price could be better. But I think it's rightly placed when we buy everything in one shot, and we get some discount for that. That's how we basically plan our deployment, and it's holistic. We pay for the license yearly."
"FireEye Helix is a little expensive."
"I rate Trellix Helix a five out of ten for pricing."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
12%
Healthcare Company
6%
Comms Service Provider
6%
Comms Service Provider
16%
Outsourcing Company
12%
Financial Services Firm
9%
Construction Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business6
Midsize Enterprise2
Large Enterprise17
By reviewers
Company SizeCount
Small Business12
Midsize Enterprise1
Large Enterprise14
 

Questions from the Community

What is your experience regarding pricing and costs for ServiceNow Security Operations?
In my opinion, the pricing is quite affordable considering the features, and I do not find it expensive. I would not call it cheap; rather, I am looking at it as a product owner.
What needs improvement with ServiceNow Security Operations?
I would like to see new features added, particularly regarding the incident upgrading part. For instance, if you have an instance and need to transfer it to a particular team, being able to show th...
What advice do you have for others considering ServiceNow Security Operations?
For someone looking to use ServiceNow Security Operations, I recommend that they read about the documentation and spend one or two hours familiarizing themselves with FortiGating, and that will be ...
What is your experience regarding pricing and costs for FireEye Helix?
Our experience with pricing, setup cost, and licensing has been positive; the setup process was manageable, and the license model was flexible enough to meet our requirements.
What needs improvement with FireEye Helix?
There is little training available for technology teams to master the key features of Trellix Helix Connect, and that could be improved. Reports can be difficult to customize and adapt, and analyzi...
What is your primary use case for FireEye Helix?
Trellix Helix Connect is being managed by my company's infrastructure area to improve information security processes in monitoring, investigating, and minimizing problems and threats to our cloud s...
 

Also Known As

No data available
FireEye Helix, FireEye Threat Analytics
 

Overview

 

Sample Customers

DXC Technology, Freedom Security Alliance, Prime Therapeutics, Seton Hall University, York Risk Services
Police Bank, Verisk Analytics, Teck Resources
Find out what your peers are saying about ServiceNow Security Operations vs. Trellix Helix Connect and other solutions. Updated: September 2026.
914,889 professionals have used our research since 2012.