ServiceNow CMDB Reviews

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.

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

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.

I have been using this solution for five years.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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. 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.

I have been using this solution for roughly three years.

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.

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

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. 

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." 

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.

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.

We use the product to maintain the hardware inventory.

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

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. They could add a dashboard feature as well.

We have been using ServiceNow CMDB for three years.

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

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

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

We implement the product in-house.

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.