ServiceNow CMDB Reviews

CMDB provides a centralized repository for your assets and support representatives throughout the organization.

It depends on the implementation, but the out-of-the-box product tends to be fixed on the support people. From a linear standpoint, I would like to see a certain number of fields on a table and a related list to describe the support personnel.

You can specify leads and responsible personnel. If there were a related list with the job function responsibility and that person's user ID, it could be a dynamic list instead of a fixed one where we have to create columns on a table. I would like to see that functionality out of the box. 

I have used CMDB for five years.

I rate CMDB nine out of 10. ServiceNow products are stable overall. 

I think the scalability is excellent because of the way it's implemented. That said, I would like to see tighter integration with Active Directory, so we get automated reports as people join or leave the organization. That is something we can develop, but it would be nice to have that out of the box.

I rate CMDB seven out of 10 for ease of setup. You have to go through discovery to populate your assets and build out the relationships. That's normal. It takes some additional work, and every installation is different. 

The initial deployment is pretty quick, but the configuration takes additional time, and you need some buy-in from other departments. That process varies. It might be straightforward, or it can be the roadblock to getting things done correctly.

The setup may involve 10  to 15 people because you may need to reach out to other teams to get the data you need. If you're doing a standard deployment that's simply laying the foundation and you have all the information ahead of time, you could get this done in under a month. That's allowing time to address any issues or necessary configuration changes.

I rate ServiceNow CMDB eight out of 10. The foundation is good, but there's always room for improvement.  I think they're addressing the issues, so I'll give them an eight to be on the positive side. CMDB is your foundation. If you get that right, it makes the rest of your ServiceNow deployment go easier.

I use ServiceNow for tracking infrastructure procurement and all the configuration items on a particular network. It tracks the maintenance and everything related to configuration management. We have about 20,000 employees and a team of personnel that works with ServiceNow.

Everything is now in one system. Employees submit service and change requests. It all goes through ServiceNow.

I deal mostly with asset management, and ServiceNow helps me do my job more effectively. 

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

I've been working with ServiceNow since January.

ServiceNow is stable.

I don't have admin rights, so I can't do anything to affect a lot of change in the scalability. I only deal with the asset management part, and I haven't had any problems adding to the system. When assets come within my particular AO, my task is to add them to the configuration management database, and I haven't had any issues.

We previously used CyrusOne for configuration management. We switched to ServiceNow, the platform of choice for our client, and they want everyone to be on the same page. At the same time, ServiceNow does everything we want to do and has room for growth. 

Setting up ServiceNow was straightforward. We had a smooth onboarding process, and they provided training for the system admins as part of the package for this system and implementation.

I rate ServiceNow CMDB nine out of 10. I recommend ServiceNow because it meets all our configuration management needs. It gives us everything that we need to have based on our IT requirements.

We use ServiceNow CMDB mainly for all the CIs. For example, we have to show assets for desktops. We actually can get the last logged-in instance through our SCCM product from Microsoft. We can run that actual report against all asset inventories, and that provides us with information on who the last user is and which device is actually in use.
That's been one of our audit control measures just through referencing all our CIs. Also, if we have any change tickets, any incidents, we can register that against the CI. Then, we can see the profile, how many tickets have been in place with regard to different environments, and the different hardware components.

It has improved our organization by bringing about quite a bit of automation so that we don't have to manually take inventory.

We can also quickly filter a query along different avenues to find out how many models we have in place.

We use that also against our Qualys vulnerability scans and patching scans, where the tool has really assisted us in streamlining multiple processes.

It integrates with so many different things.

ServiceNow CMDB assisted us in streamlining multiple processes.

We do some of the programming for the queries and tables, and maybe some of that could be out of the box.

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.

It would be good if there's a logic that we've already closed or for which we've mitigated the vulnerability that it would automatically close an incident ticket. We still have to put logic to and build some programming or code for this at present.

I've been using this solution for at least four to five years.

It's highly available, and we haven't had any issues with it.

We have an application team, a database team, that takes care of the maintenance and provides firmware updates, etc.

We're not really a large organization; we have approximately 1,500 employees. It's perfect for us.

ServiceNow CMDB is used extensively by our IT infrastructure teams.

We used ConnectWise before, but it was actually larger and was a pretty enterprise beefy solution.

It is good to have a solid coder or programmer who understands the database and knows how to set up these queries because once that's in place, there's just a phenomenal amount of information that you can use for data and for decision making and planning. I highly recommend that.

For what we use it for, ServiceNow CMDB really works out well, and I wouldn't recommend any other type of service solution.

I would rate it at nine on a scale from one to ten.

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. 

I have used ServiceNow CMDB for six years.

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. 

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. 

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. 

We use it for network and server discovery, and storage.

I like ServiceNow's credential-based discovery.

Integration is complicated and requires advance scripting and customization to complete it.

It would be good to have the ability to customize the UI.

I've been using ServiceNow CMDB for a year.

It is a stable solution.

I would rate ServiceNow's scalability at eight out of ten.

Technical support staff take two to three days to respond to queries. Therefore, I would give them a five out of ten.

Neutral

The initial setup is easy, and all functions are built-in. It took about a week to set up.

We chose ServiceNow because it has more functionalities. It takes at least one week to be trained on ServiceNow, and it is easy to learn.

There are multiple plugins and integrations available in ServiceNow CMDB, and we can build the environment that we want. Therefore, I would rate this solution at eight on a scale from one to ten.

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. 

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.

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.

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

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

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.

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. 

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.

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.

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

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.

I did not evaluate other options. 

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.

Implemented into DWP to manage all technical towers including the EUC tower that manages 120,000 x users. 

The biggest benefactors are the financial team in delivering financial controls and transparency of asset transactions. The finance team can actually manage the asset, and the depreciation of the asset from cradle to grave. 

The Operational delivery teams benefit too from understanding what stock assets they have ready to support live operations - i.e. Assets operationally ready (Goldstock), assets under repair, assets under staging (Build Image install & Asset tag) & Assets under Disposal, Goods-in & RTB. Operational teams with viability of their Stock Management can deliver demand management, meet Service Request SLA targets (joiners and Leavers & Refresh) & Incident SLA targets (B&F Swap)

The Out of the Box (OOB) functionality where you can manage the hardware, asset and the whole stock management is very useful to me. 

As soon as you buy some assets by raising a PO, you can actually track it in the toolsuite. The asset is manage through the whole stock management life cycle. Then the asset becomes a live CI out on the network until it comes back into stock management as faulty or end-of-life. The returning assets it gets managed through stock management and either is re-cycled through repair and staging or follows the disposal route. 

The ServiceNow OOB toolsuite functionality allows you to manage the whole asset life cycle, which is really powerful.

The initial setup isn't too complicated.

The solution is extremely stable.

We've found the solution to be very scalable.

It replaces MS Excel spreadsheets as the tracking tool.

Within the CMDB and managing the assets, ServiceNow works really well. However, it needs to integrate with other toolsets, such as scanning tools. That way, you can bulk upload and bulk transfer assets between sort location and sort location. The E2E solution has a huge dependency on scanning tools and ServiceNow lacks integration with scanning tools. That is actually one of the biggest challenges.

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

I've used the solution for at least the last 18 months.

The solution is very stable and very reliable. There aren't bugs or glitches. It doesn't crash or freeze. The performance is very good. It underpins all the other protocols within the tool suite and it's very good.

ServiceNow has the scalability for enterprise products. It is the best in the market from what I see. A lot of my customers use other tool feeds such as My Top Desk and other options that are a lot smaller, so to speak. They do not have the out the Box functionality, for example. ServiceNow is definitely the leading product.

Over the last 10 years, I would say 90% of my clients have been using ServiceNow. Of the big organizations, 90% are using ServiceNow. The other 10% are smaller companies. If I deal with an SME, and they tend to go for a cheaper and smaller ServiceNow kind of product.

All positive.

Most organisations manage Stock Management utilising MS Excel spreadsheets or Google Docs which is very manual and results in non-accurate reporting and poor controls 

The initial setup isn't overly complex.  The out of the Box functionality is very straightforward. You do not need to do any software development. You can just use the Box functionality to manage the asset end to end.

Organisations need a resource overhead to manage Configuration Management of HAM & SAM either manually through spreadsheets or a SMTS such as ServiceNow. ServiceNow delivers OOB functionality that deliver huge operational efficiencies.

The solution does require maintenance. There needs to be an in-house team that will manage the maintenance. There is an annual big release, and likely quarterly releases as well, and maybe a patch release that would need to be managed. There is definitely a maintenance release cycle maintenance overhead.

Delivered through an external consultancy as a capex project 

Difficult to quantify, but enterprise organisation will get a payback with 3 years through operational efficiencies and financial regulatory reporting 

ServiceNow is expensive but you get what you pay for. Any organisation 5000 x seats and above will get pay-back from utilising the ServiceNow OOB functionality with best practise ITIL processes.

The biggest challenge and cost is the integration of scanning tools with ServiceNow

No - customer had bought and had been using ServiceNow for 3 x years without tapping into the true OOB functionality. The only real option was to implement the OOB servicenow functionality and capability.

Any organization with a user population of 5,000 and above should consider the product as they will get a return on investment. It's not just the cost of the licenses; it's all the maturity and the efficiencies and the capability that will give them a huge return on investment.

The management and control of information and the reporting capability is huge. 

I have worked across a number of customers, where they utilise other Service Management tool suites which do not have OOB functionality to assist the operational teams to manage stock management - this results in managing the process utilising MS Excel spreadsheets which results in poor information and management decisions.

 In general, I would rate the solution at a nine out of ten.

We use the ServiceNow CMDB to keep track of users and assets.

We use it for ticketing. We use it for quite a few things. We have a Knowledge base. We do incidents, we do requests. The CMDB looks at assets — what's tracked if those assets are terminated in use? It pretty much does all of our backend processes. For instance, if there's a request for software on a machine, It looks at the CMDB, checks if that machine is real, and checks what assets are tied to it. Most importantly, it checks what buffer instances and asset tracking is tied to it.

Every user in our company has access to it, and it's a global company. If I had to estimate, I'd say there are roughly 80,000 to 100,000 users.

A lot of our users use it for simple tasks, like submitting incidents or creating requests. Since we outsourced the help desk, the help desk uses it for initial triage, escalation, etc. I use it for reporting asset tracking. Everyone has various uses for it.

There's a lot of automation capabilities. There are process flows in ServiceNow that Edge didn't have. It has a great system for queries. Currently, everyone needs to be on the right version of Windows 10. Being able to look at assets and see which ones are in use and which ones are using an incorrect version. It's easy to cross-check SCCM with what's in ServiceNow to see who that device is tied to, if it's in use or if it's retired because the CMDB keeps checking that.

All of their features are valuable. I primarily use it for ticket tracking and seeing what the trends are. I go in there and make sure all the work is getting done. Checking and seeing what assets are showing up, what versions of software they have on them. That's kind of how I've been using it lately.

ServiceNow CMDB is also very user-friendly and they offer plenty of good training.

ServiceNow CMDB is extremely customizable.

I have been using this solution for roughly one year

ServiceNow CMDB is both very scalable and stable. It's a good product.

ServiceNow CMDB works great for large and small businesses. If you're working with a vendor, just be sure it's a trusted vendor, and be sure to customize it how you want, not based on what the vendor typically does.

There are some little custom, customizable modules that you can integrate into ServiceNow, but I don't have too much experience with them. I work with our ServiceNow certified tech and he knows a little bit more about what features are available or what's coming out since he's involved with training.

On a scale from one to ten, I would give ServiceNow CMDB a rating of eight because it has everything I need to do my job.

I don't think it's a failure of Service Now or something that they don't offer, but I haven't seen any training modules. I feel like there are things that could be automated, but we just don't know how to go about doing it.