Freshservice vs ServiceNow CMDB comparison

Why PeerSpot?

Freshworks and ServiceNow are both solutions in the Configuration Management Databases category. Freshworks is ranked #5 with an average rating of 8.3, while ServiceNow is ranked #2 with an average rating of 8.5. Freshworks holds a 13.4% mindshare in CMD, compared to ServiceNow’s 19.5% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Freshservice

Read 40 Freshservice reviews

11,703 Views
468 Comparison Views

97% willing to recommend

ServiceNow CMDB

Read 34 ServiceNow CMDB reviews

2,245 Views
2,245 Comparison Views

100% willing to recommend

Freshservice

ServiceNow CMDB

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Freshservice and ServiceNow CMDB based on real PeerSpot user reviews.

Find out in this report how the two Configuration Management Databases solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Freshservice vs. ServiceNow CMDB Report (Updated: September 2026).

Buyer's Guide

Freshservice vs. ServiceNow CMDB

September 2026

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Helped 914,938 peers since 2012

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

Freshservice

Ranking in Configuration Management Databases

5th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (8th), Project Management Software (12th), Cloud Management (15th), IT Asset Management (7th), IT Service Management (ITSM) (7th), IT Alerting and Incident Management (14th), AI IT Support (6th)

ServiceNow CMDB

Ranking in Configuration Management Databases

2nd

Average Rating

8.6

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2026, in the Configuration Management Databases category, the mindshare of Freshservice is 13.4%, up from 2.4% compared to the previous year. The mindshare of ServiceNow CMDB is 19.5%, down from 29.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Configuration Management Databases Mindshare Distribution
Product	Mindshare (%)
ServiceNow CMDB	19.5%
Freshservice	13.4%
Other	67.1%

Configuration Management Databases

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

Read full review

reviewer2782440

ServiceNow Consultant at a consultancy with 11-50 employees

Automation features and integrated service mapping have streamlined incident and change management processes

There is probably room for improvement in ServiceNow CMDB. I'm so immersed in projects and solving direct customer issues that I don't think too much about potential improvements. Maintaining an accurate and up-to-date ServiceNow CMDB can be challenging due to incoming data from various sources, but ServiceNow has been developing small AI components to help with data discrepancies and deduplication recently. They have also improved integrations with other tools, providing many out-of-the-box integrations to different monitoring tools and CMDBs, which previously required coding experience for custom integrations. They are moving towards a more low-code or no-code approach, which is part of their goal as a company.

Read full review

Quotes from Members

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

Pros

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

"We found the initial setup to be very simple."

"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."

"It allows for customization and offers a broad feature set."

"We have definitely seen a return on investment based on the use cases we have implemented."

"The solution’s timely automated triggers increase our IT team’s productivity."

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

"One of the key benefits of Freshservice is license management."

More Freshservice pros

"There is a lot of documentation online regarding CMDB."

"ServiceNow CMDB is just something that you could track everything on."

"Their support is very good and strong."

"ServiceNow CMDB works great for large and small businesses."

"I like ServiceNow CMDB's discovery tools."

"The most valuable feature of ServiceNow CMDB is that it provides transparency and tracking of CI usage across multiple process owners or service owners."

"We like that this solution allows us to easily track the relationship between our CI and the IT asset module, for troubleshooting purposes, or to check the impact of an incident site."

"In ServiceNow CMDB, the most valuable features are the integration with external tools to gather and store asset data."

More ServiceNow CMDB pros

Cons

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

"Freshservice has an AI agent that needs improvement for finding knowledge base articles."

"You can't implement a complicated delivery workflow."

"In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"I experienced some delay in response time for non-function critical queries."

"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."

More Freshservice cons

"Because I'm an SME, the most important thing is the technical help that I can get, so better, more useful technical support would be good."

"The E2E solution has a huge dependency on scanning tools and ServiceNow lacks integration with scanning tools."

"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."

"There are areas that could be improved, but that's a longer discussion. It all depends on what you are looking to do with it and then it becomes an issue of how do you configure the CMDB accordingly."

"The platform's stability needs improvement."

"There's room for improvement in terms of integration."

"I would like to see them partner with some key scanning technology companies to give them a real end-to-end offering."

"Now with Moveworks, which is a new solution for ServiceNow, the UI integration with that makes it difficult to put more improvements on that and see other future enhancements."

More ServiceNow CMDB cons

Pricing and Cost Advice

"We're basically paying about $100 USD per agent per month."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"Compared to other tools, Freshservice is affordable."

"The solution has an annual licensing model."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"The price of Freshservice could improve, it is expensive."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

More Freshservice pricing and cost advice

"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."

"The market sees ServiceNow as the Ferrari in terms of pricing. It's at the very top, and its cost is very, very high."

"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."

"The product is pricey."

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

"The product price falls on the higher side of the spectrum."

"It is always fluctuating. It seems to change every six months. Every time they come out with a new iteration, it changes. It is pretty complicated, and they should improve it."

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Top Industries

By visitors reading reviews

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

University

Financial Services Firm

15%

Outsourcing Company

13%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	3
Large Enterprise	23

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.

See all answers

What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow ...

See all answers

What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my daily work includes getting some incidents, working on service requests, and hand...

See all answers

What needs improvement with ServiceNow CMDB?

I believe that related to the solutions in the Now Assist platform, we can put more autonomy on that. Some reconciliation can be automated. AI Assist is the current improvement now. I don't have an...

See all answers

What is your primary use case for ServiceNow CMDB?

I primarily work with ITSM, HR, SPM, AI, Now Assist, CMDB, and CSDM modules, covering almost all of these areas. I use the integration with ServiceNow CMDB with all the processes that we have imple...

See all answers

What advice do you have for others considering ServiceNow CMDB?

I help customers evaluate their CMDB health. We use the CMDB health to make that analysis, to see the relationships, what is missing with the processes they have, and any mis-ownership issues. So, ...

See all answers

Comparisons

ServiceNow vs Freshservice

Compared 10% of the time

Zendesk vs Freshservice

Compared 7% of the time

JIRA Service Management vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

BMC Helix ITSM vs Freshservice

Compared 3% of the time

More Freshservice Competitors

Device42 vs ServiceNow CMDB

Compared 37% of the time

BMC Helix CMDB vs ServiceNow CMDB

Compared 21% of the time

Faddom vs ServiceNow CMDB

Compared 19% of the time

OpenText Universal Discovery and Universal CMDB vs ServiceNow CMDB

Compared 14% of the time

More ServiceNow CMDB Competitors

Product Reports

Buyer's Guide

Freshservice

September 2026

Download Freshservice product report

Buyer's Guide

ServiceNow CMDB

September 2026

Download ServiceNow CMDB product report

Also Known As

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Overview

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

ServiceNow CMDB offers a user-friendly interface with customizable features, seamless integration, reliable performance, detailed discovery tools, and robust data governance. It is essential for effective asset management and IT service optimization.

ServiceNow CMDB serves as a central management facility for configuration items supporting processes like incident, change, and asset management. It provides scalable tracking of IT hardware assets, integrates discovery, and manages relationships among configuration items to enhance infrastructure and service visualization. With strong data governance, automation capabilities, and integration with business modules, it supports cloud and on-premises environments effectively.

What are the most important features of ServiceNow CMDB?

User-Friendly Interface: Customizable and easy-to-navigate, allowing for efficient management.
Seamless Integration: Interfaces with Microsoft Active Directory and business tools effortlessly.
Automation Capabilities: Automates processes to enhance operational efficiency.
Reliability: Offers consistent performance and detailed discovery tools.
Data Governance: Strong regulatory compliance and data management.

What key benefits or ROI should users expect?

Asset Tracking: Centralized asset management with scalable solutions.
IT Service Management: Enhanced project and service portfolio management.
Centralization: Consolidates configuration data for improved decision-making.
Scalability: Adapts to growing business needs and large data sets.

ServiceNow CMDB is implemented across multiple industries to manage complex IT infrastructures. In finance, it supports asset tracking and compliance. Healthcare uses it for critical configuration management and reliable discovery. Tech companies benefit from its integration capabilities and process automation to maintain competitive edge.

ServiceNow

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Wayfair, Siemens, Allianz, Experian, Vitas Healthcare

Buyer's Guide

Freshservice vs. ServiceNow CMDB

September 2026

Free Report: Freshservice vs. ServiceNow CMDB

Find out what your peers are saying about Freshservice vs. ServiceNow CMDB and other solutions. Updated: September 2026.

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