Freshservice vs ServiceNow CMDB comparison

Freshworks and ServiceNow are both solutions in the Configuration Management Databases category. Freshworks is ranked #5 with an average rating of 8.2, while ServiceNow is ranked #2 with an average rating of 8.5. Freshworks holds a 12.5% mindshare in CMD, compared to ServiceNow’s 20.5% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Freshservice

Read 41 Freshservice reviews

8,428 Views
337 Comparison Views

97% willing to recommend

ServiceNow CMDB

Read 34 ServiceNow CMDB reviews

1,993 Views
1,993 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: June 2026).

Buyer's Guide

Freshservice vs. ServiceNow CMDB

June 2026

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Helped 902,894 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 (6th), Project Management Software (9th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), IT Alerting and Incident Management (8th), AI IT Support (4th)

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 July 2026, in the Configuration Management Databases category, the mindshare of Freshservice is 12.5%, up from 1.9% compared to the previous year. The mindshare of ServiceNow CMDB is 20.5%, down from 34.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Configuration Management Databases Mindshare Distribution
Product	Mindshare (%)
ServiceNow CMDB	20.5%
Freshservice	12.5%
Other	67.0%

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.

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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

"It's very handy and very easy to use."

"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."

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

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"Freshservice's best feature is its user-friendliness."

"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."

"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."

"Freshservice has had a significant positive impact, especially when managing AWS-related IT operations by centralizing incident management and automating repetitive tasks."

More Freshservice pros

"The solution has a single database, architecture, and data model."

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

"It has provided the ROI."

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

"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."

"Portfolio management is very useful for us."

"The support of the whole infrastructure is one of the main features that makes ServiceNow CMDB suitable for every type of company. It integrates with all other modules like change, business management, HR, and customer service management."

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

More ServiceNow CMDB pros

Cons

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

"They're not very good at technical support."

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

"Freshservice could improve the integration with Microsoft Outlook."

"Freshservice could improve the delegation and workflow management features."

"The only thing I would have against it right now is that the workflow automation is not as granular as we would like it to be, at least for the size of our organization."

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

"Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution, it has a lot of limitations."

More Freshservice cons

"ServiceNow CMDB could be easier to use. Beginners don't always understand the features. It would be helpful if ServiceNow offered more training or self-guided courses where people could learn to leverage the platform better. I've used ServiceNow for a long time, but I see new users struggling with these processes. There's a steep learning curve."

"I'm still learning about CMDB's capabilities, so I haven't seen anything that I want added yet."

"The pricing of ServiceNow products is suitable for large companies; it is a bit expensive for medium ones."

"Integration is complicated and requires advance scripting and customization to complete it. It would be good to have the ability to customize the UI."

"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."

"Pricing is all over the place. That is one of the comments I can make regarding pricing."

"I wish we didn't have to pay for additional modules. For example, the vulnerability module is at an additional cost so that we can pull the Qualys scans and actually have automated tickets involved. If that workflow can also be part of that, it would be nice."

"In general, the pain points are related to ServiceNow. There is a lack of development. ServiceNow is not a true configuration management tool. So, a lot of development is needed to get it to be the kind of tool that you would like it to be. It serves as a platform, and you only get out of it what you invest in terms of development. So, CMDB on its own isn't quite robust until you actually have a CMD project to make it robust. The same thing is there with asset management and all other parts of it. Out of the box, it's not competitive with a like-for-like application."

More ServiceNow CMDB cons

Pricing and Cost Advice

"Freshservice price is competitive, it is not more than other solutions on the market."

"The solution may be around 20,000 euros a year."

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

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"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."

"The solution has an annual licensing model."

"The pricing is reasonable."

More Freshservice pricing and cost advice

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

"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."

"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."

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

"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."

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Top Industries

By visitors reading reviews

Construction Company

11%

Manufacturing Company

10%

University

Educational Organization

Financial Services Firm

15%

Manufacturing Company

10%

Government

Computer Software 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 do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

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 12% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

More Freshservice Competitors

Device42 vs ServiceNow CMDB

Compared 39% of the time

BMC Helix CMDB vs ServiceNow CMDB

Compared 20% of the time

Faddom vs ServiceNow CMDB

Compared 20% of the time

OpenText Universal Discovery and Universal CMDB vs ServiceNow CMDB

Compared 15% of the time

Qualys VMDR vs ServiceNow CMDB

Compared 5% of the time

More ServiceNow CMDB Competitors

Product Reports

Buyer's Guide

Freshservice

June 2026

Download Freshservice product report

Buyer's Guide

ServiceNow CMDB

June 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

June 2026

Free Report: Freshservice vs. ServiceNow CMDB

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