2025-04-28 - Version 2 Limited

Service Request Management – Definition, Tools and Best Practices

What is Service Request Management?

Service request management refers to the structured processing and management of service requests within an organization, particularly in IT service management (ITSM). These are standardized requests from users that do not constitute an incident or malfunction, but relate to access requests, the provision of resources or general information.

The process for managing these includes the receipt, documentation, processing and final resolution of service requests. The aim is to ensure a high level of service quality and to make processing efficient and transparent.

Service Request Management is a central component of modern ITSM frameworks such as ITIL (Information Technology Infrastructure Library). It helps to increase user satisfaction through repeatable and scalable processes.

By using self-service portals and automated workflows, companies can further optimize and personalize these processes. This increases efficiency without neglecting control mechanisms.

Objectives of Service Request Management

Increased efficiency, quality assurance and improved user satisfaction

The standardized processing of requests should enable recurring requests with minimal effort and high reliability. Transparency and traceability should ensure that quality standards are met in areas such as customer experience and service delivery.

These goals are achieved through clear process definitions and the documentation of all steps. Ultimately, well-established service request management supports adherence to Service Level Agreements (SLAs) and compliance requirements. It contributes to the scalability of IT services.

Relief for IT Teams

Service portals, knowledge base and automated processes should be used to handle repeatable requests. Examples of when these can be used include password resets or access requests. The aim is to allow service desk employees to focus on more complex tasks and strategic initiatives.

Concepts in service request management

Service request management is based on various central concepts of IT service management. These include classifying service requests, setting priorities and defining a life cycle that structures processing from request to completion. These concepts create the basis for standardized and transparent processes in the IT service organization.

The role of IT service management

IT service management (ITSM) is an organizational framework for the implementation of service request management. It defines the processes, guidelines and roles to ensure that service requests are handled consistently and efficiently. ITSM frameworks such as ITIL offer best practices that create standards for processing service requests.

ITSM automates workflows, clearly defines responsibilities and increases the quality of services. ITSM also promotes the integration of service request management into other ITSM processes, such as incident or change management. This supports a holistic IT operating strategy.

Service request classification

The classification of service requests is used to categorize requests according to type, category or complexity. This ensures assignment to the responsible teams and enables efficient processing. Typical categories are access requests, information requests or provision requests. A clear classification forms the basis for automated processes and prioritized processing.

Prioritization

Service requests are prioritized based on criteria, such as urgency and impact on business operations. Requests with a critical impact are given a higher priority than routine requests. This classification helps teams use resources effectively. It also reduces the time needed for important business requests.

Service request life cycle

The lifecycle describes the entire process needed to fulfill service requests. Typical lifecycle phases include acceptance, validation, processing and completion. Structured documentation of the lifecycle ensures transparency and traceability, both for users and for the IT organization itself.

Five tools for service request management

Well-structured service request management requires powerful tools and modern technologies to efficiently record, manage and automate requests. Choosing the right solution makes a significant contribution to optimizing IT service processes. Five important tools that support companies in implementing effective service request management are presented below.

ITSM Solution from OTRS

The preconfigured and ready-to-use ITSM solution from OTRS offers a flexible, customizable platform for handling service requests and other processes according to ITIL standards. It enables clear ticket management, automated workflows and transparent communication between IT teams and end users.

Find out how OTRS can make your service request management more efficient.

ServiceNow

ServiceNow is an elaborate cloud-based platform that integrates asset, change and incident management alongside service request management. It helps large enterprises optimize IT processes through AI-supported automation and a self-service portal.

BMC Helix ITSM

An ITSM tool that is based on the Salesforce platform and enables close integration with CRM systems. The cloud-based solution offers scalability and flexibility for companies

Jira Service Management

Atlassian’s Jira Service Management is particularly useful for DevOps. It provides flexible workflows, a strong ticketing system, and easy links to other Atlassian products for better process control.

Remedyforce (BMC)

Remedyforce (BMC) is an ITSM solution based on the Salesforce platform that enables seamless integration with CRM and cloud services. It offers an intuitive user interface and automation capabilities to efficiently manage IT and business workflows.

Important technologies in modern service request management

Importance of self-service portals

Self-service portals play a key role in the transformation of service request management. They provide users with a user friendly way to submit a service request. Requests are standardized for easy input. Entry is supported by intuitive user interfaces and extensive knowledge databases.

The use of AI clearly demonstrates the potential for further development. For example, an AI chatbots can identify problems, suggest the appropriate solution and guide users through the process.

Self-service portals promote autonomy and transparency by giving users the opportunity to work out solutions independently/ They also provide insights into the processing status. They significantly reduce the workload of the service team.

They are becoming increasingly indispensable thanks to their contribution to user satisfaction.

Cloud- and SaaS Solutions

Cloud-based ITSM platforms offer flexibility, scalability and easy integration into existing IT landscapes. SaaS solutions enable companies to implement them quickly without high maintenance costs.

Automation of service requests

AI-supported automation reduces manual intervention and speeds up service processes. Chatbots, automated ticket assignments and machine learning optimize the processing and prioritization of requests.

Automation is a key driver of efficiency in service request management. With the help of workflow technologies and artificial intelligence, we can find and handle routine requests automatically.

This significantly reduces processing times. It frees up employees for more complex, value-added tasks. Automation increases efficiency. It also minimizes human error and creates a scalable basis for future IT services.

By using these tools and technologies, companies can improve how they manage service requests. They can automate processes and enhance service quality over time.

Best practices for service request management

The following are proven practices and strategies for the implementation and operation of successful service request management.

Standardization of service requests and processes

Uniformly defined and documented processes ensure consistent processing of service requests. Classifying requests according to type and priority and defining Service Level Agreements (SLAs) creates transparency and increases efficiency.

Clear distribution of roles and responsibilities

By clearly defining roles and responsibilities within service request management, requests can be processed efficiently. Responsibilities should be clearly assigned throughout the service request process. This helps avoid escalations and allows for a quick solution. This also helps with optimizing resource allocation.

Integrate security and compliance into processes

IT security and compliance requirements are indispensable components of modern service request management. Automated approval processes, role-based access controls and audit-proof documentation ensure that all service requests comply with the applicable regulations and security standards.

By implementing these additional best practices, service providers can optimize their service request management process.

Implementation of a self-service portal

A well-structured self-service portal with an integrated knowledge database reduces the manual workload for IT team members. Users can submit standard queries independently or find solutions to common problems, which significantly reduces processing time.

Automation of workflows

The automation of recurring service requests minimizes sources of error and reduces the workload of IT teams. This is often done through workflow engines or RPA (robotic process automation). Automation enables faster processing and scaling of services.

Continuous monitoring and optimization

Regularly checking KPIs like processing times, SLA compliance, and customer satisfaction helps spot problems early. Continuous improvement of processes should be carried out continuously based on this data to increase efficiency.

Integration with other ITSM processes

Bringing service request management together with ITSM processes like incident, change, and asset management creates a clear ITSM strategy. This improves service coordination, increases quality and supports sustainable IT governance. By using these best practices, service request management can become more efficient. This can increase user satisfaction and improve IT operations over time.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Introducing Graylog 6.2: A SIEM Without Compromise

What does it really mean to have a SIEM Without Compromise?

For too long, security teams have been stuck in a no-win game—forced to choose between visibility and cost, detection breadth and team capacity, automation, and control. Every decision felt like a trade-off, with real-world consequences: dropped logs, missed alerts, and inconsistent response when it mattered most.

With the Spring ’25 release of Graylog Security 6.2, we’re eliminating those compromises. Our latest innovations empower you to log everything, detect what matters, and respond with precision—without overloading your team or your budget.

Let’s break down the three most common SIEM trade-offs and how Graylog 6.2 puts them to rest.

Log Collection: No More “All or Nothing”

The Trade-Off:

Most SIEMs license based on volume, source, or compute, making log collection a budgetary balancing act. You either drop logs to control costs or accept unpredictable licensing spikes. Once dropped, those logs—and their forensic value—are gone forever.

The Graylog 6.2 Solution:

With Graylog’s native pipeline management, including Data Routing and Graylog’s provided Data Lake, you don’t have to choose. Route only high-value logs (used for active dashboards, detection, and analytics) into licensed hot storage. Send everything else into your standby data lake, where it is searchable, restorable, and completely license-free. Graylog lets you Preview data in your data lake prior to retrieval, and provides selective retrieval options, ensuring the data in your SIEM is the data driving decisions.

You get full retention with cost control—perfect for compliance, audits, and threat hunting. Your storage, your rules—on-prem or in the cloud.

Threat Detection: From Alert Overload to Risk-Led Action

The Trade-Off:

More detections = more alerts = more noise. To keep alert fatigue in check, teams are forced to disable or under-tune detections—limiting early visibility into attacker behaviors. As threat campaigns evolve, keeping detection content current without overwhelming the SOC becomes impossible.

The Graylog 6.2 Solution:

Enter Graylog’s Adversary Informed Defense. Rather than triage individual alerts, 6.2 automatically recognizes adversary groups Tactics, Techniques, and Procedures (TTPs), chaining detections together and exponentially increasing risk scoring with each additional corroborating detection. Going a step beyond tagging detections based on their MITRE ATT&CK tactic and technique, Adversary Informed Defense uses real-world threat campaign details to recognize the presence of an attack in your environment, even if individual activities are spread over days, weeks, even months.

And this inherently works with Graylog’s Asset Risk model, allowing teams to confidently enable more detections without drowning in alert noise, keeping them ahead of attacker TTPs without burning out their analysts.

Incident Response: Ditch the Binder, Evolve Beyond the Playbook

The Trade-Off:

SOAR was supposed to solve alert triage with automation. In reality, most playbooks are rigid, brittle, and require expert knowledge to build and maintain. Meanwhile, LLM-based copilots introduce inconsistency—same question, different answer.

The Graylog 6.2 Solution:

We deliver the best of both worlds:

Structured guidance with every event via embedded procedural steps

Context-aware AI assistance via LLMs that analyze investigation evidence in real time

This ensures consistent, repeatable investigations with dynamic, context-enriched support—no more toggling between static flows and unpredictable copilots.

Why This Matters

With Graylog Security 6.2, security teams no longer need to compromise:

Legacy SIEM Trade-Off	Graylog 6.2 Advantage
Drop logs to save cost	Route to license-free standby data lakes, Preview and selectively recall what is important
Disable detections to reduce noise	Enable more—and only triage alerts with automatic corroborated evidence
Static playbooks or unpredictable AI	Consistent steps + contextual LLM guidance

Get Started: Experience SIEM Without Compromise

Graylog’s Spring ‘25 release isn’t just a feature drop—it’s a shift in how modern security teams operate, adapting to your environment, in support of lean teams, and keeps you ahead of adversaries, not buried under alerts.

About Graylog
At Graylog, our vision is a secure digital world where organizations of all sizes can effectively guard against cyber threats. We’re committed to turning this vision into reality by providing Threat Detection & Response that sets the standard for excellence. Our cloud-native architecture delivers SIEM, API Security, and Enterprise Log Management solutions that are not just efficient and effective—whether hosted by us, on-premises, or in your cloud—but also deliver a fantastic Analyst Experience at the lowest total cost of ownership. We aim to equip security analysts with the best tools for the job, empowering every organization to stand resilient in the ever-evolving cybersecurity landscape.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Graylog 2025

Replacing Traditional VPNs with Segura® Domum: A Modern Approach Integrated with Microsoft Entra ID

Securing remote access is a growing challenge for organizations of all sizes.

Although widely used, traditional VPNs present several limitations, such as management complexity, inherent vulnerabilities, and lack of granularity in access control.

A more modern and secure approach can be achieved with Segura® Domum, in combination with Microsoft Entra ID and its advanced features, such as Conditional Access, Single Sign-On (SSO), and Intune.

Challenges of Traditional VPNs

Conventional VPNs operate by connecting remote users to entire corporate networks, creating risks of lateral movement and requiring intensive manual configuration.

Segura® Domum: Zero Trust, PAM, and Secure Access

Segura® Domum is a solution that implements the Zero Trust Network Access (ZTNA) model, replacing traditional VPNs with a conditional and granular access approach.

Additionally, Domum is accompanied by Segura®’s Privileged Access Management (PAM), which adds powerful security functionalities, such as:

Just-in-Time Access: Users receive access only for the necessary time and upon authorization.
Granular Access Policies: Define which users can access which systems, without exposing the entire network.
Session Recording: Monitor and audit all activities performed by privileged users.
Credential Management: Secure storage, automatic rotation, and elimination of shared credential usage.
Auditing and Monitoring: Detailed logging of all activities and sessions, facilitating compliance and incident response.

Integration with Microsoft Entra for Secure Access

Microsoft Entra ID enhances Segura® Domum, enabling a secure and simplified experience with:

1. Single Sign-On (SSO)

Integration with Entra ID allows for single sign-on (SSO), eliminating the need for multiple credentials and reducing risks of phishing and weak passwords.

2. Conditional Access

Apply policies to restrict access based on factors such as:

Geographic location
Device compliance status
Type of multi-factor authentication (MFA)

3. Trusted Workstation Assurance with Microsoft Intune

Microsoft Intune can be used to ensure that only managed and compliant corporate devices access Segura® Domum, blocking insecure or compromised endpoints.

Benefits of Adoption

Replacing traditional VPNs with Segura® Domum, integrated with Microsoft Entra, provides:

Improved Security: Reduced risk of cyberattacks, minimized attack surface, and stronger authentication.
Protection of Privileged Access: Full control and traceability through Segura®’s PAM.
Better User Experience: Simple access without the need for VPN clients.
Governance and Compliance: Detailed reporting and full audit trails for regulatory requirements.
Scalability and Flexibility: Support for hybrid and multicloud environments without complex infrastructure.

Conclusion

Digital transformation requires modernizing remote access security.

Replacing traditional VPNs with Segura® Domum, integrated with Microsoft Entra, offers a Zero Trust model combined with the advanced features of Segura®’s PAM—delivering security, compliance, and a better experience for users and administrators.

Adopting this approach strengthens protection against cyber threats and empowers organizations to operate more efficiently and confidently—no matter where their teams or infrastructure are located.

‍

Ready to leave VPN limitations behind? See how Segura® Domum delivers secure remote access in minutes—no complex setup, no compromises. Discover how it works.

‍

Microsoft Entra and Microsoft Intune are registered trademarks of Microsoft.

About Segura®
Segura® strive to ensure the sovereignty of companies over actions and privileged information. To this end, we work against data theft through traceability of administrator actions on networks, servers, databases and a multitude of devices. In addition, we pursue compliance with auditing requirements and the most demanding standards, including PCI DSS, Sarbanes-Oxley, ISO 27001 and HIPAA.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Segura 2025

Company Introduces Adversary Campaign Intelligence to Prioritize True Cyber Threats; Data Lake Preview and Retrieval for Smart Data Retention

HOUSTON — April 28, 2025 — Graylog, the no-nonsense platform for Security, API protection, and IT Operations, today launched its Spring 2025 release of Graylog Security—pushing further past the limits of traditional SIEM. Building on the Fall 2024 release (version 6.1), Graylog sharpens analyst workflows, accelerates time-to-value, and sets a new bar for speed and flexibility in threat detection.

With Adversary Campaign Intelligence, Data Lake Preview, Selective Data Restore, and Threat Coverage Analyzer, Graylog can now equip teams with better detection, real-time context, and more control over what matters. Analysts get alignment between content and the data it’s meant to catch, while CISOs get the visibility to prove it’s working without making tradeoffs.

“SIEMs have forced teams into a corner for too long—more logs mean more cost, more alerts mean more noise, and every pivot adds drag,” said Seth Goldhammer, Vice President of Product Management at Graylog. “This release flips that model. We’re using automation to clear the clutter, dial in detection, and make sure your stored data delivers value—not just volume.”

Adversary Campaign Intelligence

Graylog’s Adversary Campaign Intelligence redefines threat detection by continuously assessing activities based on their common targets, asset value, and exposure levels, and identifying their relationship with known attack campaigns. This calculated true attack probability reduces noise and surfaces at-risk users, endpoints, and entities by automatically corroborating evidence and context.

With updated detections to support Sigma 2.0 and responses empowered with AI guidance and automation, analysts act faster, triaging only what’s relevant and cutting down response time.

Data Lake Preview

Graylog allows for direct alignment to SIEM costs and the data that answers questions without sacrificing visibility by extending the data routing and data lake capabilities launched in the Fall 2024 release. Graylog’s Data Lake Preview allows teams to see if the data they need is in the Graylog Data Lake before retrieving a data set. Then, with Selective Data Retrieval, teams retrieve a narrow range of log messages on demand, greatly reducing their license consumption.

Threat Coverage Analyzer

Graylog’s Threat Coverage Analyzer gives security leaders clarity into what their teams are detecting—and what they might be missing. This feature highlights detection gaps mapped to the MITRE ATT&CK framework, guiding users to detect content aligned to their SIEM’s log collection and new log collection strategies to strengthen coverage posture through data-driven decisions.

Graylog Live at RSAC 2025

The Graylog Spring 2025 release is now live. Visit Graylog.com to explore new features and learn more, or join us at #RSAC 2025, Booth S-3134, to see a live demo.

About Graylog
At Graylog, our vision is a secure digital world where organizations of all sizes can effectively guard against cyber threats. We’re committed to turning this vision into reality by providing Threat Detection & Response that sets the standard for excellence. Our cloud-native architecture delivers SIEM, API Security, and Enterprise Log Management solutions that are not just efficient and effective—whether hosted by us, on-premises, or in your cloud—but also deliver a fantastic Analyst Experience at the lowest total cost of ownership. We aim to equip security analysts with the best tools for the job, empowering every organization to stand resilient in the ever-evolving cybersecurity landscape.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Graylog 2025

Saily vs. Airalo: which eSIM provider to choose?

Summary: See how Saily and Airalo compare on price, coverage, security, and support, so you can pick the right eSIM for travel.

Once upon a time, taking your smartphone abroad was an expensive activity due to the global roaming charges levied by cellphone networks. Fortunately, eSIMs solve this annoying problem.

Digital SIM cards enable instant carrier switches and localized data packages that do away with roaming fees, which is a cheaper, more efficient way to travel with a smartphone. The question is, which eSIM provider should you choose?

This blog will compare Saily and Airalo, two leading eSIM merchants. Both offer smart connectivity that standard cellphone providers cannot match. Let’s discover which one meets your traveling needs.

What is Saily?

Created by Nord Security in 2024, Saily is an exciting new eSIM app that builds on the expertise that created NordVPN and NordLayer. Saily gives smartphone users freedom about how they use their phones worldwide. It will help block ads and secure your browsing with DNS filtering while choosing from data plans to suit anyone’s needs.

What is Airalo?

Airalo is an established eSIM provider with over 10 million global customers. Founded to provide cross-border data connectivity and work around roaming restrictions, Airalo offers data packs for more than 200 destinations. Customers download the app, choose their package, and benefit from instant data, the moment they arrive.

Saily vs. Airalo: a comprehensive comparison

Saily and Airalo provide similar services. Both vendors work in the eSIM space, filling the gap left by traditional telecom providers. However, beyond that fundamental similarity, some significant differences might sway your purchasing decision.

Disclaimer: The information about eSIM features in this comparison table below was last verified on eSIM providers’ official websites as of April 8, 2025. On the same date, Trustpilot ratings were also checked on Saily’s and Airalo’s Trustpilot pages. Since this information is subject to change, we recommend visiting respective websites for the latest details when making a purchase.

eSIM plans

Saily majors on flexible plans, giving customers maximum choice about data amounts and plan durations. Plan sizes vary from 1 GB to 100 GB, and durations range from one week to a year. Travelers can choose an eSIM that matches their travel plans. If you’re jetting into Thailand for a week or relocating to Brazil for a year, there’s a plan for you.

Airalo provides a choice of local, regional, and global eSIM packages. Customers can save money with an eSIM for a single country or spend more for regional flexibility. Saily is equally flexible, offering eSIMs that automatically switch carriers as you travel across borders. For example, there’s no need to juggle national SIMs as you travel around Europe.

Airalo is less flexible about plan durations. Customers can choose from one-day, 7-day, or 15-day packages for most countries (365 and 180-day passes are available with global coverage). Customers may need to recharge their data regularly if they aren’t sure how long they will be in a country.

Both Airalo and Saily provide instant connectivity. Customers can get started immediately, provided they have the right eSIM for their location.

Global coverage

Saily and Airalo operate globally, with an impressive range of countries and regions. Wherever you intend to travel, you can confidently expect data coverage.

Both vendors offer plans for over 200 countries and territories. Travelers intending to visit North Korea may be out of luck, as Saily and Airalo are not available there. Otherwise, both eSim providers have your back.

Pricing

Global coverage and flexible plans are great, but not if they come at an unacceptable price. Luckily, both Airalo and Saily offer affordable prices for their eSIM services.

Firstly, the good news. eSIMs from both providers are much cheaper than comparable roaming plans from cellphone companies. However, our price comparison finds Saily is slightly more affordable than Airalo. These differences can be significant for particular destinations.

The table below shows sample prices for some of the most popular countries.

Disclaimer: The prices shown below refer to one week, 1 GB packages and include the cheapest plans, last verified on eSIM providers’ official websites as of April 8, 2025. Since prices may change, we recommend checking the providers’ websites, especially at checkout, for the most up-to-date pricing information before making a purchase.

Country	Saily	Airalo
USA	$3.99	$4.50
UK	$4.49	$5.00
Japan	$3.99	$4.50
Brazil	$3.99	$9.50
Nigeria	$7.49	$8.50
Saudi Arabia	$4.49	$5.00
Poland	$4.49	$4.50

The prices above refer to national plans, but what about global eSIM packages? Again, Saily is the more affordable option. Global 20 GB, 365-day plans with Airalo cost $69, while an identical plan with Saily costs $66.90.

Speed and performance

Whether you are traveling for work or pleasure, speed and performance are not optional extras. Reliable connectivity allows you to work productively without disruption. And when you’re relaxing, nobody likes broken streams or sluggish download times.

Both Saily and Airalo rely on local partners to provide internet connectivity, so this comparison does not directly reflect the performance of either eSIM provider. Nevertheless, the choice of partner influences local speeds. But is this the case with either company?

In real-world tests, both eSIM providers perform well. Local partners often deliver 5G connectivity, which feels fast wherever you use it. There are no significant issues with reliability, outside extremely remote regions.

Ease of use

With Saily, users pick a plan and download the app. The plan automatically activates when visitors touch down. You can also buy a plan and wait up to 30 days before activating it, giving users space to sort out travel plans and avoid the pre-flight rush.

The Airalo activation process is virtually identical. Users choose their preferred plan and make a payment. They then download the app, install the eSIM, and activate the product when needed. Unlike Saily, Airalo involves scanning a QR code. If you aren’t comfortable with that, look at Saily first.

The Airalo app is easy to use but marginally more cluttered than Saily. Even so, you should have few problems locating the ideal eSIM.

Customer support

While Airalo and Saily are reliable eSIM vendors, unexpected downtime is always a possibility. After all, both companies rely on in-country networks to deliver connectivity. The question is, how well do they respond when issues arise?

Both companies claim to offer comprehensive customer support. For instance, Airalo provides customer support options via all major social media platforms. You can also reach support staff by email if needed.

However, there’s a catch. Trustpilot reviews mention sluggish and low-quality responses from the Airalo team. Some reviewers mention problems obtaining data connectivity in emergencies. That’s not a good look for an eSIM provider. In contrast, Saily’s reviews show a more positive reception overall, though occasional complaints still arise.

Feedback for Saily’s customer support tends to be positive. Customers regularly report swift resolutions when problems arise, including refunds for imperfect experiences. Saily provides a 24/7 live chat function via the app. Expect automated help initially, although human assistance is on hand to field emergency queries. Saily recognizes that eSIM customers rely on connectivity and respond rapidly when connectivity fails.

Online reputation

Online reviews aren’t everything when purchasing online, but it’s wise to consider feedback. So, where do Saily and Airalo stand in the eSIM discussion?

Saily’s 4-star Trustpilot rating is pretty good for an eSim provider. Reviewers regularly applaud the app’s simplicity and the willingness of customer support staff to resolve connection issues quickly. Some customers experience performance problems, but, as mentioned earlier, variation is unavoidable when dealing with third-party networks.

Airalo has a less favorable Trustpilot rating. Customers like the simple setup process and appealing prices. Many reviewers also highlight the strong global coverage. However, reviewers report issues with eSIMs not working in some countries and sluggish support. So, this is an area where Saily wins out.

Extra features

Both companies understand that customers want more than simple connectivity. You’ll find plenty of extras that enhance the user experience and even save on future purchases.

One of the extra benefits of using a Saily eSIM is enhanced smartphone security. That’s because Saily doesn’t just provide affordable data connectivity. Users can also turn on the adblocker to help shut out annoying pop-ups that drain data and reduce speeds.

There’s also a web protection feature that helps block malicious downloads and tracking cookies. Both of these services tend to deliver faster speeds. More importantly, they can also help safeguard user privacy, a useful feature if you travel in countries known for surveillance activities.

Saily draws on NordVPN’s expertise to switch locations seamlessly. If you want to access your subscribed US TV shows in Italy while traveling, switch to US data providers, and the app will assign you a virtual location back home to your paid subscription.

Airalo has some perks as well (although security is not one of them). Customers can easily keep track of data usage in the app and monitor top-ups to avoid surprises. Customers can earn $3 off their next purchase by referring a friend, while regular purchasers earn cashback (Airmoney) as they buy more data.

Even so, Saily matches many of these features. For instance, Saily pays users $5 when they refer friends to the eSIM service. Users also receive automatic updates when they hit 80% of their data allowance, enabling seamless top-ups.

Overall, both vendors go beyond the norm. At the moment, Saily’s security add-ons place it ahead of Airalo.

Saily vs. Airalo: which one to choose?

Companies like Saily and Airalo are revolutionizing global travel. Internet connectivity used to be an expensive luxury when moving between countries. Now, eSIMs make surfing the web affordable, fast, and secure. There are almost no boundaries to global roaming.

Both Saily and Airalo are reliable vendors for your next eSIM purchase. Expect instant connectivity, flexible data allowances, and lower costs. However, Saily stands out with stronger customer support, 24/7 live chat, and a higher Trustpilot score. Airalo offers wide coverage, but reviews point to slow responses and setup issues. Both apps are intuitive and easy to navigate, and topping up data feels perfectly natural from the start.

Both Airalo and Saily offer coverage in 200+ countries. You’ll almost certainly benefit from an Airalo eSIM compared with traditional cellphone roaming. However, a couple of factors elevate Saily above Airalo for travelers.

Firstly, Saily is usually slightly cheaper than Airalo. In some countries, Saily’s eSIMs are significantly less expensive for short and medium-term packages. For instance, a 1GB 7-day eSIM for Thailand costs $2.99 with Saily but $4.50 with Airalo. Travelers to Brazil pay $39.99 with Saily for 30-day 20GB packages, or $42 with Airalo. So, on price alone, Saily may be a better option for upcoming trips.

Additionally, Saily is the better option for security-conscious travelers. Saily’s app reflects Nord Security’s expertise. Users benefit from ad-blocking and web protection, making it safer to communicate or stream your favorite paid home content while traveling.

Disclaimer: The prices shown above were last verified on the eSIM providers’ official websites as of April 17, 2025. And this article is for informational purposes and compares Saily and Airalo’s eSIM business-to-consumer services. Please note that if you are interested in purchasing Saily for business purposes, the pricing and offerings may vary to better suit your organization’s needs.

About Nord Security
The web has become a chaotic space where safety and trust have been compromised by cybercrime and data protection issues. Therefore, our team has a global mission to shape a more trusted and peaceful online future for people everywhere.

About NordLayer
NordLayer is an adaptive network access security solution for modern businesses – from the world’s most trusted cybersecurity brand, Nord Security.

The web has become a chaotic space where safety and trust have been compromised by cybercrime and data protection issues. Therefore, our team has a global mission to shape a more trusted and peaceful online future for people everywhere.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Nord Security NordLayer 2025

Securing the Internet of Things

IoT devices are transforming modern businesses and bringing greater efficiency, but they also deserve careful attention when it comes to security.

From medical monitors and factory sensors to smart cameras, IoT devices have become an essential part of today’s hospitals, factories, and office buildings. While they boost efficiency and enable automation, they also introduce new security risks. Many of these devices are difficult to update, lack even basic protection, and are hidden deep within the network without proper segmentation. A single compromised device can open the door to serious damage.

To help you secure your IoT environment, we’ve compiled a set of essential best practices, along with guidance on how GREYCORTEX Mendel can help you put them into action through enhanced visibility, monitoring, and detection.

Best Practices to Protect Your IoT Ecosystem with Mendel

With the right foundations in place, securing your IoT environment becomes manageable. Below, we break down key practices to strengthen visibility, control, and response, and show you how each one can be implemented and visualized using GREYCORTEX Mendel.

Map all IoT devices and assess their risks

Start by identifying every IoT device connected to your network—smart sensors, medical equipment, and other smart devices. Once you can see the full picture, assess which devices are critical, which are exposed, and what could happen if one of them gets compromised. Not all devices need the same level of protection, but all need to be accounted for.

Steps to take:

Scan your network to identify all connected devices
Document IPs, MAC addresses, models, locations, and owners
Classify devices based on criticality and exposure
Evaluate known vulnerabilities

Mendel in practice
In Mendel’s inventory tab, you get a real-time view of all active devices in your network, automatically mapped to their segments. For each device, you can see critical details like IP address, hostname, OS, and the severity of detected events. Mendel also tags hosts (e.g., AD server, printer), helping you quickly identify their role and assess their risk level.

Segment your network and control access

Use network segmentation to separate IoT devices from other networks and enforce access controls to limit unnecessary communication. A hospital X‑ray should reside in a protected clinical segment, while non-critical devices such as smart lighting must be isolated from sensitive systems like medical records or operational platforms.

Steps to take:

Group devices into segments by purpose, location, and risk
Define strict access policies among segments
Use firewalls, VLANs, or SDN to enforce segmentation
Regularly review and update access rules

Mendel in practice
Mendel provides a clear view of all internal communications, allowing you to ensure each IoT device communicates only with approved segments. This helps maintain proper isolation and enforces your segmentation strategy.

For critical network segments, Mendel lets you define custom rules to alert you immediately when an unknown device connects. This real-time visibility enables fast response and strengthens your access control.

Monitor and detect threats across your network

Even properly configured devices can become a risk. Continuous monitoring provides real-time visibility into IoT communication patterns, revealing who connects, when, and how often. With behavioral baselines in place, you can quickly detect anomalies, unauthorized access, or lateral movement attempts before they escalate.

Steps to take:

Monitor all traffic to and from IoT devices
Investigate anomalies like new destinations, large data transfers, or off-hours activity
Flag port scans or sudden traffic spikes from low-profile devices

Mendel in practice
Mendel automatically detects suspicious patterns like port scanning. If an IoT device suddenly starts reaching out to unusual services or systems, Mendel alerts you to possible malware activity or an attacker mapping your network.

Mendel monitors data flows and alerts you to anomalies. If a device suddenly begins transferring large volumes of data, especially to unfamiliar destinations, it could signal a compromise. Early detection helps you respond before any damage is done.

Prepare an incident response plan

When an unauthorized IoT device appears on your network, time matters. Having a clear response plan helps you react quickly by isolating the device, understanding its behavior, and preventing further damage without losing precious time to confusion.

Steps to take:

Establish automated alerts
Assign roles and responsibilities for investigation and containment
Log all actions for future analysis and compliance

Mendel in practice
When Mendel detects suspicious activity from an IoT device, you can respond immediately—either manually or through automated rules. Block malicious traffic via integrated firewalls or isolate compromised devices using your NAC system to prevent further impact.

Build a Resilient IoT Environment with Mendel

IoT devices do not have to be your weakest link. With a clear inventory, proper segmentation, and real-time monitoring, you can reduce exposure and respond to threats before they escalate.

GREYCORTEX Mendel helps you put described practices into action. It gives you a complete picture of device activity, lets you detect unusual behavior early, and supports quick, informed responses. As IoT continues to grow across industries, having this level of control makes a big difference in keeping your network stable, secure, and ready for what’s next.

About GREYCORTEX
GREYCORTEX uses advanced artificial intelligence, machine learning, and data mining methods to help organizations make their IT operations secure and reliable.

MENDEL, GREYCORTEX’s network traffic analysis solution, helps corporations, governments, and the critical infrastructure sector protect their futures by detecting cyber threats to sensitive data, networks, trade secrets, and reputations, which other network security products miss.

MENDEL is based on 10 years of extensive academic research and is designed using the same technology which was successful in four US-based NIST Challenges.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

2025 Greycortex