ServiceNow CMDB Reviews

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.

I am an SME specialist, and we primarily work with government customers who use ServiceNow systems. When they require a CMDB specialist, I am assigned to those sites.

We have customers who deploy the solution on-premises, while others use the ServiceNow cloud.

The issue with UCMDB is that it lacks integration with other solutions, particularly with service management components. On the other hand, ServiceNow excels in integration and is considered the best tool in the market for this purpose. Although it may not be as proficient in discovery as some other tools, its actual integration capabilities surpass all others.

The discovery process and service mapping could be improved. I prefer a more comprehensive approach to discovery and simplified service modeling.

Technical support has room for improvement.

I have been using ServiceNow CMDB for one and a half years.

I would rate the stability a seven out of ten. The discovery process with ServiceNow occasionally fails, and it is quite challenging to identify the cause. There are no clear indications, but restarting the mid servers usually resolves the issue. This problem may stem from pro servers, mixed servers, or various applications.

I would rate the scalability as an eight out of ten. The only drawback is the performance issue we encounter when scaling up.

The technical support is not great.

Neutral

The initial setup is complicated, but compared to other solutions, it is not more difficult. I would rate the deployment an eight out of ten.

The deployment process typically takes around three to four hours. The solution includes a built-in wizard to assist with the deployment, with the only challenging step being the mid-server phase.

I would rate ServiceNow CMDB an eight out of ten. While it remains a strong product, there is still room for development in terms of discovery and service modeling to catch up to its competitors. Nonetheless, it is currently the best option available.

In some instances, our clients are medium-sized businesses, but the majority are at an enterprise level, with thousands of users.

Overall, ServiceNow CMDB is the best option in the market due to its seamless integration with other systems. However, it is not the best discovery tool. UCMDB is a superior discovery tool, but it lacks integration and does not work well with other parts.

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.

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 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.

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'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.

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.

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

It is mostly a cloud solution.

It is a stable solution.

It is scalable.

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

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.

We are integrators ourselves and implemented it.

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

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.

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.