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ServiceNow Security Operations vs Torq comparison

 

Comparison Buyer's Guide

Executive Summary

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 Orchestration Automation and Response (SOAR)
9th
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
24
Ranking in other categories
Security Incident Response (1st), Risk-Based Vulnerability Management (12th)
Torq
Ranking in Security Orchestration Automation and Response (SOAR)
4th
Average Rating
8.6
Reviews Sentiment
6.6
Number of Reviews
18
Ranking in other categories
AI-SOC (1st), AI-Powered Security Automation (1st)
 

Mindshare comparison

As of August 2026, in the Security Orchestration Automation and Response (SOAR) category, the mindshare of ServiceNow Security Operations is 3.4%, down from 3.6% compared to the previous year. The mindshare of Torq is 3.6%, down from 5.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Security Orchestration Automation and Response (SOAR) Mindshare Distribution
ProductMindshare (%)
Torq3.6%
ServiceNow Security Operations3.4%
Other93.0%
Security Orchestration Automation and Response (SOAR)
 

Featured Reviews

Suhel Khan - PeerSpot reviewer
Senior Consultant (Siem Admin) at IBM
Precise incident handling has improved reporting and searching across complex security cases
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 that the status is still in progress, which is currently in a beta version, would definitely help people to understand that the status has changed for the incident.
AD
Solutions Architect at ProArch
Automation has streamlined multi-tenant SOC workflows and improves alert handling efficiency
Although the reporting within Torq is not that great, we did ask for many features regarding reporting in Torq, but due to some platform constraints, they could not make the whole dataset available for us to be used in reporting. Except for that, we used some basic reporting. When I used Torq, it was indeed in the early stages of AI capabilities. Only a few customers were allowed to use it, and we were among them. It functioned well as long as we summarized the data properly. If you input garbage, you would get garbage out. Thus, we had to do significant fine-tuning regarding what data context we provided to the AI orchestrator to get meaningful results. In terms of Torq's unified platform approach to AI SOC automation and case management compared to managing multiple point solutions across my security stack, I find it case-centric. The unified view in case management is good since it provides clarity, although there are limitations regarding how many items in case management can be modified at once. Bulk operations are very limited, potentially due to their back-end database or data retrieval processes that can be improved. Regarding improvements for Torq, when we were onboarded, there were aspects we were uncertain about, such as the number of cases that could be generated, what data we could bring in, how many clients we could onboard, and similar concerns. Initially, we also lacked clarity about the number of playbooks or workflows we could build. Different triggers like system triggers, case-based triggers, and others can be employed without restrictions, but when it comes to on-demand and scheduled jobs, there is a limitation based on the subscription and pricing tier that notably caps the number of workflows we can create. No bulk editing across cases was one issue, along with limited filtering related to single grouping constraints. Additionally, the out-of-the-box case templates provided require substantial modifications before they become usable. There is also a feature in the cases for notes that cannot be searched. They are only visible through the UI, which is another area for improvement. The workflow and execution-based charges seem misleading as this was not discussed initially. I am not sure if new customers are made aware of this. It seems that workflows revolving around cases hinder functionality outside of case management, as we have many use cases needing on-demand triggers and schedules for functions like reporting or polling devices. Creating additional workflows to achieve basic functionalities raises costs significantly, which disadvantages customers. While they facilitate optimization and scaling, the support received tends to be very basic. Improvements can be made in that area as well.

Quotes from Members

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

Pros

"The solution is stable."
"The product has a very simple UI."
"The product has a very simple UI, I like the look and feel, and I find it very easy to navigate."
"Multiple projects use the ServiceNow tool because it is a low-cost and open-source tool."
"My favorite feature is the application vulnerability scanner."
"ServiceNow is a convenient platform to raise tickets, and the respective support team will contact us to resolve any issues."
"ServiceNow Security Operations should be mandatory for any organization to maintain data."
"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."
"Torq offers the best feature through integration with AI."
"According to positive outcomes, Torq reduced manual work and made incident response more efficient."
"What I liked the most about Torq is the actual workflow builder, which is really great because they offer a lot of features and convenience features that are useful for any automation engineer."
"Under one SOC tool in Torq, analysts get to know everything within the context of an alert or incident they are working on, and this ability to view the whole picture within Torq is one of the major breakthroughs and best offerings of Torq."
"As an analyst, it has demonstrated potential to reduce workforce requirements and time needed for related activities."
"Torq has definitely changed the day-to-day experience for our security analysts, as they feel more excited and feel that Torq interface and workflow allow them to build things themselves."
"What I appreciate most about Torq is that it is an essential part of our system."
"Torq's unified platform approach to AI, SOAR, automation, and case management is superior compared to my experience managing multiple point solutions."
 

Cons

"We'd like customization to be easier in terms of the UI and using the dashboards."
"ServiceNow Security Operations is not specifically a vulnerability management or incident tool, but rather a data aggregator."
"Report generation within ServiceNow can take some time. Additionally, there are occasional issues when raising a ticket, which can also consume time."
"There is room for improvement in terms of developer support and documentation."
"It would be ideal if there were already integrations available in ServiceNow with third-party tools."
"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."
"It's very slow. When you click a button or update a field, it takes forever to actually react."
"Report generation within ServiceNow can take some time."
"We have MCP that we are working with our cloud security platform, and we wanted to connect this MCP to the case management."
"I wish Torq's AI assistant for building templated workflows from scratch worked better; when you start with a blank slate, asking AI to help you build or template the workflow out does not go well."
"If Torq could enhance its AI features, it would benefit customers significantly by making the platform even more user-friendly."
"The workflow and execution-based charges seem misleading as this was not discussed initially, and creating additional workflows to achieve basic functionalities raises costs significantly, which disadvantages customers."
"Torq can probably use more ML and look at what can be closed and what cannot be closed in terms of data classification."
"There are some issues and bugs that I think need to be fixed, but they are currently not focused on it."
"Regarding stability, I have noticed some lagging, crashing, and downtime, which is one of my largest gripes."
"Additionally, the documentation for Torq is not very clear. Most of the information is presented in videos, which are not ideal for reading; there are mostly paragraphs and other text-based content."
 

Pricing and Cost Advice

"Compared to competitor tools, ServiceNow Security Operations is more affordable"
"The solution is more expensive than BMC Remedy, the other ITSM tool available in the market."
"The product is more expensive than other solutions."
"This product is a good value for the money."
"It is an expensive product."
"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."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
13%
Comms Service Provider
6%
Healthcare Company
6%
Financial Services Firm
13%
Construction Company
10%
Outsourcing Company
10%
Comms Service Provider
10%
 

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 Business4
Midsize Enterprise5
Large Enterprise11
 

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 needs improvement with Torq?
Torq can be improved by adding some more features, such as adding more automation and providing a no-code option so I don't have to code for everything. Torq could add API dependency and also on-pr...
What is your primary use case for Torq?
My main use case for Torq is reviewing the incidents and responding to them. After that, I investigate them and take appropriate actions. For example, a user has logged in from a blacklisted countr...
What advice do you have for others considering Torq?
I would definitely recommend others to use Torq as it is an all-rounder tool which even integrates AI. As we all know, it is the era of AI users, so we have to integrate AI into every tool. Torq is...
 

Overview

 

Sample Customers

DXC Technology, Freedom Security Alliance, Prime Therapeutics, Seton Hall University, York Risk Services
Information Not Available
Find out what your peers are saying about ServiceNow Security Operations vs. Torq and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.