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Sunil Satyanathan - PeerSpot reviewer
Technical solution leader at Kyndryl
Real User
Is intuitive, not too difficult to configure, stable, and scalable
Pros and Cons
  • "It's not too difficult to configure with regard to the UI. My experience working with ServiceNow CMDB has been a very comfortable one."
  • "Definitely, the price needs to be lower because there are clients that I work with who cannot afford ServiceNow. I have to end up proposing alternate solutions to fit their budget."

What is our primary use case?

I've used it for managing client inventories and infrastructure to ensure that the relationship among various CIs is managed. I've also used it to troubleshoot quickly and handle change.

What is most valuable?

It's not too difficult to configure with regard to the UI. My experience working with ServiceNow CMDB has been a very comfortable one.

What needs improvement?

Definitely, the price needs to be lower because there are clients that I work with who cannot afford ServiceNow. I have to end up proposing alternate solutions to fit their budget.

For how long have I used the solution?

I've worked with this solution for about six years now.

It is mostly a cloud solution.

Buyer's Guide
ServiceNow CMDB
October 2024
Learn what your peers think about ServiceNow CMDB. Get advice and tips from experienced pros sharing their opinions. Updated: October 2024.
816,406 professionals have used our research since 2012.

What do I think about the stability of the solution?

It is a stable solution.

What do I think about the scalability of the solution?

It is scalable.

How are customer service and support?

When we needed help, they've always been available. We've not had issues though.

How was the initial setup?

You do need skilled people for the initial setup, but it's not too difficult to work with.

Typically, the deployment of ServiceNow for the various organizations that we have worked with has spanned between one to three months.

What about the implementation team?

We are integrators ourselves and implemented it.

What's my experience with pricing, setup cost, and licensing?

In comparison to the cost of other solutions, you get value for your money with ServiceNow CMDB. It could definitely be cheaper though.

What other advice do I have?

ServiceNow is very intuitive and is a market leader. I used to use BMC Remedy before, which had a traditional type of deployment. ServiceNow is quick to start up because it's on the cloud. It has ready-to-use use cases available for deployment. So, the deployment is much faster than it used to be on Remedy. 

There's a whole lot of automation that comes with ServiceNow, so I'd definitely recommend it.

At present, I would rate ServiceNow at ten on a scale from one to ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator
PeerSpot user
Pedro Cunha - PeerSpot reviewer
Owner at PPC Tecnologia
Real User
Top 10
It's a flexible platform for large, complex use cases, but you might not need something so complicated and expensive
Pros and Cons
  • "ServiceNow CMDB is fully integrated and complete. ServiceNow has modules for everything an IT service company needs, and it's flexible."
  • "While ServiceNow CMDB is flexible and comprehensive, it's also difficult to implement and requires a lot of customization. In order to fully leverage ServiceNow CMDB, you need ServiceNow Discovery and some other ServiceNow solutions. It's expensive to purchase all of these. We're negotiating with ServiceNow, but we're thinking about replacing it with another CMDB solution."

What is most valuable?

ServiceNow CMDB is fully integrated and complete. ServiceNow has modules for everything an IT service company needs, and it's flexible. 

What needs improvement?

While ServiceNow CMDB is flexible and comprehensive, it's also difficult to implement and requires a lot of customization. 

In order to fully leverage ServiceNow CMDB, you need ServiceNow Discovery and some other ServiceNow solutions. It's expensive to purchase all of these. We're negotiating with ServiceNow, but we're thinking about replacing it with another CMDB solution. 

For how long have I used the solution?

I have used ServiceNow CMDB for six years.

How was the initial setup?

I rate ServiceNow CMDB five out of 10 for ease of setup. The installation was complex in our organization because we are providing services to many other companies. The plain vanilla implementation should be easy. If you need to customize the solution, you must have people who understand how to do that. ts.

One manager and four data analysts oversee ServiceNow. Their job is to do customizations. When we onboard new clients, we have to customize ServiceNow to meet their requirements. We set up separate workflows on various instances for each client. It requires little maintenance if you aren't customizing it. 

What's my experience with pricing, setup cost, and licensing?

I rate ServiceNow CMDB two out of 10 for affordability.  The licensing model is complex. Due to contract restrictions, I'm unable to see how much we pay, but it's calculated based on the number of users, modules, and license types. 

What other advice do I have?

I rate ServiceNow CMDB seven out of 10. It's a complete solution, and it's ideal if you have a complex environment. However, before implementing something as complicated and costly as ServiceNow, you should consider if you need it. 

A simpler, less expensive solution might work fine for you. If you only need basic CMDB features, such as registering incidents and changes, other tools are much simpler than ServiceNow. A large organization with complex requirements will get the most value out of ServiceNow. 

Disclosure: My company has a business relationship with this vendor other than being a customer: Implementer
PeerSpot user
Buyer's Guide
ServiceNow CMDB
October 2024
Learn what your peers think about ServiceNow CMDB. Get advice and tips from experienced pros sharing their opinions. Updated: October 2024.
816,406 professionals have used our research since 2012.
Massimo Boano - PeerSpot reviewer
Chief Operating Officer at Solve.It
Real User
Useful for trouble ticketing and managing the entire IT asset, and provides a very high level of support
Pros and Cons
  • "As I work based on the IT governance framework, what I like best about ServiceNow CMDB is ITSM, so incident/service request management. I also like that it can be useful for project portfolio management."
  • "An area for improvement in ServiceNow is the reporting because there are reporting features that would be better when done within the platform, rather than having to buy the performance analytics model. There is so much difference between the dashboarding that you can do from the platform versus what's on the performance analytics model. Some of the features currently available within performance analytics would be good to have within the platform because sometimes, customers will say that the tool is okay, but it's not enough, so you'll need to go with the performance analytics model, and that's costly."

What is our primary use case?

ServiceNow CMDB is not being used that much in the company. It's being used by customers, and mostly 90% are enterprise customers. The tool is used by many for IT assets, for example, PCs, printers, and applications. It's not just used for trouble ticketing. ServiceNow CMDB is used to manage the entire IT asset.

What is most valuable?

As I work based on the IT governance framework, what I like best about ServiceNow CMDB is ITSM, so incident/service request management. I also like that it can be useful for project portfolio management.

What needs improvement?

An area for improvement in ServiceNow is the reporting because there are reporting features that would be better when done within the platform, rather than having to buy the performance analytics model. There is a greater difference between the dashboarding that you can do from the platform versus what's on the performance analytics model. Some of the features currently available within performance analytics would be good to have within the platform because sometimes, customers will say that the tool is okay, but it's not enough, so you'll need to go with the performance analytics model, and that's costly.

The problem is that paying extra for performance analytics costs too much for what it can give back. Customers don't need the entire functionality delivered by performance analytics, but the default functionalities within the platform are not enough. There is always a trade-off. Customers are not getting value for money paid for the performance analytics model because they don't use the whole set of functionalities, and that is the problem.

For the time being, there isn't an additional feature I'd like to see in the next release of the tool.

For how long have I used the solution?

I've been using ServiceNow CMDB for six years now.

What do I think about the stability of the solution?

ServiceNow CMDB is a very stable solution.

How are customer service and support?

Technical support for ServiceNow was perfect. They provided a very high level of support.

What's my experience with pricing, setup cost, and licensing?

The market sees ServiceNow as the Ferrari in terms of pricing. It's at the very top, and its cost is very, very high. If a customer is considering an alternative platform due to pricing, so I looked at Jira. It's clear that ServiceNow provides much more, but sometimes, you need a trade-off between customer requirements and what's on the platform.

If customers were to switch from ServiceNow to Jira, it would be because of pricing. Feature-wise, the two are almost equivalent. Everything you find in Jira, you can find in ServiceNow, but not everything you find in ServiceNow is in Jira, especially in terms of flexibility. One of the key points of ServiceNow is that when you want to downscale and you belong in a smaller organization, it becomes too costly. Pricing may change more in ServiceNow and ManageEngine, for example, but not that much in Jira. Downscaling in ServiceNow for a smaller organization is too costly, so they need to create a shrink-wrapped package specifically for smaller organizations, rather than delivering too much and costing too much.

On a scale of one to five, with one being the worst pricing, and five being competitively priced, in particular, not cheap, but competitively priced, I'm scoring ServiceNow a two because it's very expensive in the marketplace. If they can make some changes to their pricing packages, it would be much better.

What other advice do I have?

I use ServiceNow CMDB, but understand that I work in a delivery company, a service company. The company drafted a partnership with ServiceNow six years ago and is still a partner, particularly a premier partner.

I'm giving ServiceNow CMDB the best score, ten out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: PARTNER
PeerSpot user
COO at a renewables & environment company with 1-10 employees
Real User
Top 10
A reliable solution for storing information relating to all technical services
Pros and Cons
  • "The centralization in general is great. You get one version of the truth when you have a CMDB because it's all centralized."
  • "You need to perform additional planning because their recommendation is not to add columns to the core tables."

What is our primary use case?

We use CMDB as a core solution for storing objects. You can still use your server information, your network information, all the characteristics of an infrastructure object, and use CMDB. We use it to provide reporting, change in management, and so forth.

What is most valuable?

The centralization in general is great. You get one version of the truth when you have a CMDB because it's all centralized.

What needs improvement?

You need to perform additional planning because their recommendation is not to add columns to the core tables. Their recommendation is always to add related lists, which is the best route to go. From an improvement standpoint, I like it because it can even maintain your upgrade pattern, but in some cases that may not be applicable. From a processing standpoint, a development standpoint, their processes of building the related lists is okay. It can be done right now; you just have to kind of think forward and you should make sure that people do it that way.

Every interface goes through updates and modifications. So right now, ServiceNow overall, in regards to having multiple screens open at the same time, you can do it, but if you try to go back, it loses its reference point as it uses a browser-based model as opposed to a tab-based model — it's window-based in other words.

For how long have I used the solution?

I have been using this solution for roughly three years.

What do I think about the stability of the solution?

Where we are right now, it's pretty stable. I mean, every system has its issues, but for the most part, we've had good success with it.

What do I think about the scalability of the solution?

It works fine. Integrations have been pretty straightforward. There is a high level of functionality when integrating with third-party systems.

How are customer service and technical support?

The tech support has been fine — I've only had to reach out to them a couple of times. We kind of have a round table and communicate with one another when we run into a real bug, but it's on rare occasions that we have to contact them. 

How was the initial setup?

It's somewhat straightforward — If you've gone through it enough times. It just depends on your infrastructure and how you have it setup. 

In regards to deploying it, there's always planning involved — sizing up your systems is always a key factor. If you know your organization, you should have some reference of how much space you're going to need. Then, if you have your growth plan laid out, you should know, "Hey, I need this much space." 

What other advice do I have?

It's a good tool when it comes to RTSM, I think it has a lot of great functionality — planning. The biggest thing is communicating with the user base. It may sound a little cliche, but you're going to hear people complaining, "It's not like what we're used to." Well, we wouldn't be switching if the old situation worked. You need to get everybody on board and say, "Hey, you complain about this, this tool has that." You need to get them involved early. The sooner, the better, as far as testing, and training. Whoever signs the check is fine, but they're not the ones who are actually going to use the system. You should buy into the user community right away or near the beginning.

On a scale from one to ten, I would give this solution a rating of eight.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
reviewer1574688 - PeerSpot reviewer
ServiceNow Developer / Analyst / Administrator
Real User
Easy to use, almost 100% performance, and great reliability and scalability
Pros and Cons
  • "The most valuable feature of ServiceNow is the user interface because you can customize or configure it directly from the user interface by using the mouse. It is easy to use even for non-IT people. You can also directly plug your ServiceNow instance within your Microsoft Active Directory and then retrieve all your users and groups. So, you can use the users and groups to put automation inside the application. When you have new hires, you can automate the group security and group attribution. It is very good in terms of performance. Its performance is almost 100%. Once, it took less than two minutes to back up and run an instance. It has very good reliability."
  • "They can improve the mobile application and the TGO tool, which is a built-in tool for development and implementation. As a developer, it is very frustrating to configure or customize the mobile app. In my opinion, this part of the application needs full rework and re-engineering."

What is our primary use case?

When I was a student, I worked on a prototype for an app, and my main tasks were directly in CMDB. I had done a synchronization implementation to retrieve inventories from Excel files and put them into CMDB with automation.

I also used it in my previous company. This company is a supplier of ServiceNow for several clients in Canada and the USA, and we did a lot of customization and configuration for the clients. We worked with all ServiceNow platforms and not only with CMDB. If you want ServiceNow within your company, you've got to find a supplier or go with ServiceNow directly. 

It was on-premises, but ServiceNow is cloud-based. It is software as a platform. 

How has it helped my organization?

It helped us to synchronize some of the files containing the inventory of assets. 

What is most valuable?

The most valuable feature of ServiceNow is the user interface because you can customize or configure it directly from the user interface by using the mouse. It is easy to use even for non-IT people.

You can also directly plug your ServiceNow instance within your Microsoft Active Directory and then retrieve all your users and groups. So, you can use the users and groups to put automation inside the application. When you have new hires, you can automate the group security and group attribution.

It is very good in terms of performance. Its performance is almost 100%. Once, it took less than two minutes to back up and run an instance. It has very good reliability.

What needs improvement?

They can improve the mobile application and the TGO tool, which is a built-in tool for development and implementation. As a developer, it is very frustrating to configure or customize the mobile app. In my opinion, this part of the application needs full rework and re-engineering.

For how long have I used the solution?

I have been using this solution for three years.

What do I think about the stability of the solution?

It is stable with very good reliability. Its performance is almost 100%. ServiceNow has very high standards.

What do I think about the scalability of the solution?

It is very scalable. You will be able to scale it irrespective of the size of the infrastructures. It should work with really big IT infrastructure. You can adapt it for every kind of infrastructure. You can work with Windows infrastructure as well as with Linux infrastructure. You can do pretty much what you want with it. However, you can't do any implementations that are not ITIL compliant.

In terms of users, you might have an IT project manager, user services people, supervisors, and contract managers. ServiceNow provides Service Catalog to add every user of your company. You will add them into CMDB as assets. The real users are only the IT people of the company who have a license to use the backend.

Its usage is growing, and it is being used more and more. When I worked with it for the first time, I was not aware that you can also manage contracts with it. For me, it was just an ITSM solution with CMDB workflow, etc. In the last year, I have seen clients saying that they would like to add the Contracts module to manage their contracts within the platform. It is being used more widely now because you can do contract management and service catalog. You can also do IT support within the platform. It can be used as a ticketing tool.

How are customer service and technical support?

I have interacted with the technical support of ServiceNow only twice. It is very easy to contact them. You log into the client portal, and you can send them the query or request. In my previous job, I was kind of providing support for our customers, and the company I was working for was kind of an interface between ServiceNow and clients.

It has a big community, which is a very cool thing about the ServiceNow platform. There is a lot of community and developer information. You can open a ticket directly with ServiceNow to ask them for new features or new releases, and they do respond.

How was the initial setup?

It is really easy to deploy and add features. There are two ways of adding features inside the platform. You can go via their own built-in tools for developments or via the repository store. Basically, when you first start making changes inside an instance, there will be a tool to capture the modifications. When you are done with the modification, you close the repository and deploy it to the next instance. For instance, you would have one development instance, one pre-production instance, and one live or production instance. After you make a change in the development instance, you close the development repository and upload it to the pre-production instance. After that, you can do quality assurance, and if all is good, you can just deploy it to the production instance. It is really easy to work with.

Once you have your license, you can deploy it in five minutes, but it also depends on whether you are moving from an existing system to ServiceNow. In such a case, you will have to move your assets from your old system to the new system. I don't really have the experience of doing this, but, from my point of view, for a company with 20K employees, it will take eight months to one year to plan it and achieve it. There is a lot of work that you need to do before deploying it.

What about the implementation team?

For its deployment, you would need an ITIL expert because ServiceNow is built around ITIL. You would also need a ServiceNow administrator, and you might require a project manager depending on the size of the enterprise.

In terms of maintenance, you don't have to do anything because all updates are mandatory, and they are deployed by ServiceNow. When you purchase the ServiceNow license, you agree to them updating it. You can choose the date on which you want to update. They don't force you to update it at a fixed date unless there is a security failure or a big issue. They send an email to your ServiceNow administrator or a message on the portal. You can then choose a date. They take care of the update, and you don't have to do anything. However, if you're located in Quebec or Canada and you are dealing with both French and English UI, you may have to do some maintenance after each update. Every time I saw an update, I had to deal with a problem related to translation in French, but it happened only in Quebec. I did not see this in France, and I don't know why.

What was our ROI?

I'm not 100% certain. My boss, who was kind of a ServiceNow director, used to think that we were making a profit with the solution, but I don't think it was a direct financial profit. It was more in terms of becoming more efficient. For instance, the whole user service department worked better with this platform.

What's my experience with pricing, setup cost, and licensing?

It is really expensive. I don't know actually how much it costs, but in 2016, when a client decided to move from an old solution to ServiceNow and had to choose a supplier for ServiceNow, I had heard that it could cost $10 per hour, which is really expensive. 

I am not aware of any additional fees to the standard licensing fees. There is no standard ServiceNow solution. When a company wants to acquire ServiceNow, they already know which module they will choose. In a basic package, you would have Service Catalog, Incident Management, and Change Management. These modules are usually required in an IT company.

What other advice do I have?

I would advise others to go for it. I would also recommend having at least one ServiceNow administrator in the company who is certified. Its certification is not very difficult to get. If you have an IT degree, you can go for it very easily.

I would rate ServiceNow CMDB an eight out of ten in spite of the fact that it was a bit frustrating to work with as a developer.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Solution consultant at smithen nephew
Consultant
Scalable and reliable with good technical support
Pros and Cons
  • "The different tables are available in ServiceNow CMDB are quite good. We don't need to create many custom tables."
  • "There is some customization we need from the customer side."

What is our primary use case?

We are just capturing all the services in CMDB, however, we can use that as a part of the change, incident, or problem management. We are just keeping configuration items like hardware and cloud resources like AWS and other infrastructure as on-prem cloud infrastructure. 

What is most valuable?

The way the CSDM model we have implemented works is great. They provide good structure and offer excellent services right out of the box, without the need to configure it. 

Our committed CMDB is now growing. Earlier we had only the probes and sensors.

The product is growing a lot and adding in lots of great features. 

The initial setup is pretty straightforward. 

The reliability is excellent. 

The scalability has been excellent in the past.

Technical support has been quite helpful. 

The different tables are available in ServiceNow CMDB are quite good. We don't need to create many custom tables.

ServiceNow is providing the frame only. Whatever you want, you can put it into the frame.

What needs improvement?

There is some customization we need from the customer side. 

In some cases, we are having issues. 

I can say one experience I had on the VMware side when we are using the change management we had to select from the VMware CI in the change management configuration items. A while back, we were having some issues with modifications and we tried to reach out to support and ServiceNow. They have some limitations on helping us. Apart from that, everything was allowed in terms of us modifying based on the requirements from the customers.

For how long have I used the solution?

I've been working with the solution for the last five years.

What do I think about the stability of the solution?

The solution is very stable and completely reliable. there are no bugs or glitches. It doesn't crash or freeze.

What do I think about the scalability of the solution?

We've scaled in the past. I can remember when I was working with a British Telecom - one of the largest in the UK - and, at that point in time, we had to implement a lot of scripts. We added based on the requirements from the customer. It's the scalability is there and we can modify many things based on our needs.

In terms of users, for CMDB we have six resources including one delivery manager, one architect, two developers, and one admin.

We are always continuing to expand the solution.

How are customer service and technical support?

The solution's technical support is excellent. We can create a ticket and, in a matter of hours, especially if it is a high priority, we will get some sort of response within hours. We're quite satisfied with the level of support. They are extremely responsive. 

Which solution did I use previously and why did I switch?

We have one customized database on BMC Remedy. I went for only one year with the BMC Remedy Configuration Management Database, then I just switched to ServiceNow.

How was the initial setup?

The initial setup was straightforward. It was not overly complex. A company shouldn't have any issues with the process.

The solution does require maintenance. This is due to the fact that, on daily basis, CMDB is populating with some automated processes like Discovery and Service Mapping. Sometimes some issues come up and some matters are thrown due to some dependency on credentials or access for admission. On that basis, as a part of the team, we need to take care on weekly basis by looking at the list of retractors or the history.

We as solution consultants and architects are already maintaining it. We go through all the processes and we build some reports and the reports are taken care of by the admins on a weekly basis. The headache of the reports or the issues is completely on the admin side. If some issues come up, then the admin takes care of them.

What was our ROI?

I've never studied the ROI as I'm not at that level of knowledge with the company to get those kinds of details. 

What's my experience with pricing, setup cost, and licensing?

We pay for licensing on a yearly basis. We find the pricing to be reasonable. If you need certain customizations, you may need to pay extra for that.

Which other solutions did I evaluate?

I did not evaluate other options. 

What other advice do I have?

I'm just a customer.

I'm using the 2.0 version now. It's my understanding that they have a 3.0 version out as well. 

I'd recommend the resolution to other organizations. I already have in the past. 

I'd rate the solution at a nine out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer1554972 - PeerSpot reviewer
Solution Sales Consultant at a consultancy with 201-500 employees
Consultant
Dependable source of data, scales with demand, and stable
Pros and Cons
  • "It is a dependable source of data. If I want to understand what technologies are used to deliver certain business outcomes, this is what I would use. I can know that this particular server is being used to deliver this business application or business service."
  • "There are some gaps in the technologies that can be solved. Operational technology isn't quite 100% there yet, but I hear it is on the roadmap. I would also like it to be cheaper."

What is our primary use case?

We are using it as the foundation of the ServiceNow platform. It allows you to mature other processes such as ITSM, ISAM, and security operations. It is a SaaS solution.

How has it helped my organization?

It has allowed us to reduce the number of outages and the duration of outages.

What is most valuable?

It is a dependable source of data. If I want to understand what technologies are used to deliver certain business outcomes, this is what I would use. I can know that this particular server is being used to deliver this business application or business service.

What needs improvement?

There are some gaps in the technologies that can be solved. Operational technology isn't quite 100% there yet, but I hear it is on the roadmap.

I would also like it to be cheaper.

For how long have I used the solution?

I have been using this solution for five years.

What do I think about the stability of the solution?

From a technical perspective, we've had no issues. A lot of it comes down to just making sure that the processes are being followed properly, which is a process people's problem rather than a tool problem.

What do I think about the scalability of the solution?

Being a SaaS-based product, it scales with demand. We've had no issues on that front.

It covers a lot because we do employee self-service. We probably have over 300 users. They can be anything across IT because anybody who is interacting with the service desk is going to go through this solution, so everybody in the company has access to it.

In terms of increasing its overall usage, we identify any chances to bring it on board. We use it, and we have also got customers for our CRM to leverage it. We've basically got a philosophy of looking to identify whether they can be on the ServiceNow platform before moving in a different direction.

How are customer service and technical support?

We contacted them occasionally when we come across some form of bug or something. They've been quite responsive to the issues that we've had and helped us in moving forward.

Which solution did I use previously and why did I switch?

I'm not certain about this organization because it was here when I came on board. At previous ones, they had HP or BMC that were replaced by ServiceNow.

How was the initial setup?

Essentially, it was about collecting the right data to store in the database. So, it involved understanding what it is that we cared about, identifying our use cases, and driving the automation to be able to collect that data and store it in the right place. I worked with the security teams to get the access that we needed at various endpoints to be able to allow the tool to function. To get it fully up and running and operational took about ten weeks.

What about the implementation team?

We used professional services to get it off the grounds, and then from there, roles were defined for the responsibility to be applied. It was a part of their job to ensure that it is performing as it should.

It requires participation from the network team and the security team to allow the tool to function. After that, somebody is required to adopt the role of a configuration manager or process owner. 

In terms of the number of people, five or six people were involved, but some of them were only for a handful of hours or for escalations. The security administrator and the network administrator were required quite a bit upfront, and then from there, they weren't involved as much.

What was our ROI?

It has provided the ROI. The consistency of processes has given dividends. Previously, you couldn't scale by just relying on emails and conversations to understand what tasks were being done. It gives us the transparency of everything that is being worked on. We have the whole audit trail as well as all tasks that are being accomplished.

What's my experience with pricing, setup cost, and licensing?

I would like it to be cheaper. If you've got a large environment, it can get quite expensive quite quickly. You still get a return on investment, but everybody has a tight budget.

In terms of licensing, everything is pretty much known upfront. Being SaaS-based, there are no real additional gotchas that we came across.

What other advice do I have?

I would advise others to try to remain as out of the box as possible. It is built for the solution that you're going after. I see a lot of people who try to make it look like their previous tool, and they were leaving that previous tool for a key reason.

I would rate ServiceNow CMDB a nine out of ten. There is always a little bit of room for improvements, but so far, it is much greater than what we had previously.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Specialist (US IT Recruiter) at MOURI Tech
Real User
Top 5Leaderboard
Has the ability to extract the details of organizational hardware and provide the latest setup updates
Pros and Cons
  • "The product's most valuable feature is its ability to extract the details of organizational hardware and provide the latest setup updates."
  • "The platform's stability needs improvement."

What is our primary use case?

We use the product to maintain the hardware inventory.

How has it helped my organization?

ServiceNow CMDB helps us maintain hardware. We do not have to proceed manually.

What is most valuable?

The product's most valuable feature is its ability to extract the details of organizational hardware and provide the latest setup updates.

What needs improvement?

The platform's stability needs improvement. They could add a dashboard feature as well.

For how long have I used the solution?

We have been using ServiceNow CMDB for three years.

What do I think about the stability of the solution?

I rate the platform's stability a seven out of ten. It needs improvement.

What do I think about the scalability of the solution?

We have 20 ServiceNow CMDB in our organization. It has good scalability, and we plan to increase the usage.

How was the initial setup?

The initial setup has medium complexity. It can be deployed on the cloud and takes a week to complete.

What about the implementation team?

We implement the product in-house.

What other advice do I have?

I rate ServiceNow CMDB an eight out of ten. I recommend it to other users. I advise others to understand how the product works, different prerequisites for setup, existing network, and rules that need to be activated.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user